Beyond Philosophy

APRIL 25, 2024

Narratives draw us in and interest us in what happens next. However, another reason we like stories is it helps us remember things. Embedding random data within a memory structure helps us recall it when needed. That’s a part of the storytelling that creates emotional connections with a brand. Humor is great.

Customer Engagement 78

Customer Engagement Engagement Exercises Connections 78

ECXO

MARCH 10, 2024

Become a member of the unique open access Customer Experience Business Network here: [link] and follow us on linkedin: [link] Do you want to collaborate? Their strength, wisdom, and compassion inspire us to strive for a future where everyone, regardless of gender, can thrive and succeed.

Connections 124

Connections Leadership Innovation Customer Experience 124

ShepHyken

APRIL 16, 2024

My friend apologized for making a mess, and the woman’s response surprised both of us. She was friendly and funny, and her positive attitude about her job inspired us. When we aspire to excellence, it makes us feel better about our jobs and what we’re doing. It can give us a sense of purpose.

Hotels 142

Hotels Customer Service Training Customer Service Training 142

Comm100

DECEMBER 12, 2023

consumers by Qualtrics, a customer’s feelings were found to be the biggest driver of consumer loyalty. .” – American Express, Customer Service Skills: Emotional Intelligence for Stronger Connections Generative AI enables us to provide a level of personalized, 24/7 service that was previously unattainable.

Trends 195

Trends Innovation Customer Service Omni-Channel 195

TechSee

JUNE 1, 2023

These devices are used by people of all ages, they serve kids, grandparents and connect them to the world around them through the miracle of hearing. I feel particularly connected to this mission on longer calls – as helping the recipient feel comfortable is essential then.

Technology 207

Technology Video Connections Interaction 207

Comm100

NOVEMBER 15, 2022

Firstly, the majority of consumers now want to connect with brands digitally. Consumers want the choice to connect on a range of channels, and for the support on these channels to be fast, 24/7, and connected. The reasons for this are simple. For Gen Zers and Millennials, this rises to 65%. Increase deal size.

Omni-Channel 201

Omni-Channel Chatbots Social Media Software 201

ECXO

APRIL 7, 2024

It is a symphony of interactions that a customer has with a business, a vivid tapestry woven from the threads of every touchpoint, every communication, and every solution used. Creativity cultivates connection: In a society driven by technology, human connection has become more crucial than ever.

Innovation 111

Innovation Connections Analytics Touchpoint 111

Kustomer

MARCH 28, 2024

In the heart of every revolution lies a symbol of change—a beacon that guides us forward, embodying our aspirations, our dreams, and our journey. Humanity : At its core, Kustomer is about connections. Join us as we embark on this exciting journey. It’s time our logo did the same.

Exceptional Customer Service 95

Exceptional Customer Service Innovation Connections Interaction 95

Comm100

FEBRUARY 19, 2021

Empathy creates a personalized and emotional connection. Technology has made it easier for us to navigate through our busy lives, but it also erodes the fundamental element of human connections”, John Di Julius, Chief Revolution Officer at The DiJuluis Group, explains. It’s empathy that will get customers to come back.”.

Customer Experience 334

Customer Experience Consumers Study Brands 334

Retently

MARCH 5, 2024

From crafting personalized responses to using feedback as a motivation for improvement, this guide will equip you with the tools to acknowledge your customers’ input and use it as a launchpad for growth. This feeling fosters a deeper emotional connection between the customer and the brand.

Feedback 155

Feedback Effort Score Social Media Customer Satisfaction 155

AWS Machine Learning

MARCH 29, 2024

Amazon Lex integrates with state-of-the-art contact centers including Amazon Connect, Genesys Cloud , and Amazon Chime SDK to facilitate a seamless omnichannel experience. Amazon Lex integrates with state-of-the-art contact centers including Amazon Connect, Genesys Cloud , and Amazon Chime SDK to facilitate a seamless omnichannel experience.

Contact Center 93

Contact Center Chatbots Self Service Touchpoint 93

Horizon CX

JANUARY 2, 2024

This fundamental practice is not only confined to the corporate world and surveys but extends into various facets of interpersonal communication, where acknowledgment plays a crucial role in fostering positive connections. The concept of closing the loop is neither new nor complicated. It’s rooted in basic and effective communication.

Metrics 130

Metrics Survey Communication Effort Score 130

Bill Quiseng

DECEMBER 6, 2023

EMOTIONAL CONNECTION To earn employee loyalty, don’t get inside their heads. EMOTIONAL CONNECTION To earn employee loyalty, don’t get inside their heads. Create an emotional connection. The more emotional the connections, the more memorable the experiences, and the more loyal the employees are. Don’t just be good.

Employee Engagement 158

Employee Engagement Leadership Engagement Policies 158

Comm100

SEPTEMBER 26, 2023

In today’s hyper-connected, personalized customer service isn’t just a isn’t just a nice-to-have; it’s a must. While we’re all familiar with the basics, like using a customer’s name in an email, today’s innovators are going far beyond these conventions to deliver personalization.

Examples 173

Examples Chatbots Omni-Channel Customers 173

Calabrio

JUNE 29, 2020

When nominations opened for the 2020 Star Tribune Top Workplace rankings in January, no one anticipat ed the changes that would impact us, come March. I ha ve title d this blog post “ Lucky Seven” but it is of course not luck that has us gaining this recognition for the seventh year running.

e-support 264

e-support Culture Innovation Employee Engagement 264

Comm100

JULY 11, 2023

This helps them to: Connect with more prospective students by offering convenient communication Provide a faster, personalized experience to these students, with an average wait time of only 25 seconds Cut average chat duration and time to resolution so the team can manage more inquiries, more quickly.

Chatbots 130

Chatbots Wait Times Social Media Connections 130

ECXO

APRIL 10, 2024

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. Wave-particle Duality: Quantum physics tells us that particles can also behave like waves, and waves can behave like particles.

Connections 111

Connections Customer Experience Social Media Analysis 111

ShepHyken

FEBRUARY 13, 2024

The point is that functionality and customer experience are not mutually exclusive but are, in fact, very connected. It’s about how businesses make us feel. Connect with Shep on LinkedIn. While both may appreciate a good customer experience, one wants a different product experience.   Here’s another example.

Customer Experience 136

Customer Experience Transportation Hotels Airlines 136

Calabrio

AUGUST 7, 2020

Whether long-term partnerships like Cisco or Avaya , or newer collaborations with Amazon Connect , Twilio or UJET , we deliver value to customers by making the connection between their on-prem or cloud contact center to our leading workforce engagement management platform.

Engagement 264

Engagement Contact Center Study Connections 264

CSM Magazine

MARCH 26, 2024

For customer service professionals, rapport is the bridge that connects empathetic communication with successful resolutions, fostering positive experiences that can last a lifetime. ” Personalize Your Interactions Use the customer’s name and details from their history with your company to personalize the interaction.

Customer Service 116

Customer Service How To Exceptional Customer Service Examples 116

ShepHyken

APRIL 9, 2024

Many years ago, I used to begin my customer service keynote speeches with a question: By a show of hands, how many of you believe it’s important to satisfy your customers? As you might imagine, just about everyone raised their hand. Connect with Shep on LinkedIn. At least, it appears that way.

Customer Service Training 139

Customer Service Training Customers Customer Service Study 139

Call Experts

OCTOBER 12, 2023

Whether seeking assistance with a complex issue, making a critical inquiry, or simply wanting to connect with another human being, the phrase “I need to speak to someone” holds a special significance. Call routing is pivotal in connecting individuals with the right human experts, as Fit Small Business explains.

Call Center Solutions 105

Call Center Solutions Customer Satisfaction Connections System 105

ShepHyken

FEBRUARY 27, 2024

After the show, we heard from John Hughes , who is connected with me on LinkedIn. But for most of us mere mortals, we should pay attention to what most customers are telling us about customer satisfaction surveys. Connect with Shep on LinkedIn. The general consensus was that shorter was better.

Survey 87

Survey Customer Satisfaction Customer Service Training Customers 87

Call Experts

APRIL 8, 2024

Whether seeking assistance with a complex issue, making a critical inquiry, or simply wanting to connect with another human being, the phrase “I need to speak to someone” holds a special significance. Call routing is pivotal in connecting individuals with the right human experts, as Fit Small Business explains.

Call Center Solutions 52

Call Center Solutions Customer Satisfaction Technology Connections 52

ECXO

MARCH 24, 2024

Join us on April 17th, 2024, at 4 PM CET | 3 PM GMT | 7 AM PST. Subscribe here: [link] Become a member of the open-access CX Professional Network: [link] You’ll obtain practical answers on the following topics: How to connect CX metrics to financial outcomes? Post your questions now! It’s a short session. See you there.

Metrics 64

Metrics ROI Financial Connections 64

Zeisler Consulting

FEBRUARY 20, 2024

“Your feedback is important to us.” What’s worse is, often the same sort of culture that doesn’t enable and empower team members to take care of their Customers is the same one that doesn’t really care much about hearing back from us. I left him with a copy of my book to pass on, and sent his boss a LinkedIn connection request.

Feedback 93

Feedback Survey Customers Culture 93

ShepHyken

SEPTEMBER 19, 2023

In close games, when my team is up by one or two goals, I remember my school days when our coaches encouraged us to continue playing to score, even when we were winning, versus switching to more defensive play to prevent the other team from scoring. Connect with Shep on LinkedIn. Plenty! In any team sport, the goal is to win.

Customer Service 136

Customer Service Effort Score Sports Conference 136

CSM Magazine

MARCH 7, 2024

Encoded , a leading Payment Service Provider and pioneer of innovative secure payment solutions for contact centres and e-commerce, has announced that business process outsourcing (BPO) specialist Sigma Connected is using Agent Assisted Payments solution. Encoded fitted our requirements perfectly.

Connections 52

Connections e-support Customer Experience Financial 52

Optimove

MARCH 26, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Optimove Connect 2024 served as more than just a conference; it was a place for inspiration, collaboration, and transformation in the realm of marketing. Just one of several sessions on maximizing Optimove.

Connections 64

Connections CRM Conference Touchpoint 64

AWS Machine Learning

APRIL 22, 2024

Typically, HyperPod clusters are used by multiple users: machine learning (ML) researchers, software engineers, data scientists, and cluster administrators. In this solution, HyperPod cluster instances use the LDAPS protocol to connect to the AWS Managed Microsoft AD via an NLB.

Groups 75

Groups Software System Policies 75

ShepHyken

JULY 4, 2023

Someone commented, “AI is going to make us stupid.” In the form of a question, “Did calculators make us dumb?” I remembered getting a calculator and was excited that I could do long division by just pushing the buttons on the calculator. What I care about is that you know how to use the formulas. It didn’t make me dumb.

Conference 127

Conference Customer Service Training Customer Service Study 127

ShepHyken

FEBRUARY 20, 2024

Whether you take care of the issue yourself or pass it on to someone else, recognize that you play a very important role in the customer’s journey from experiencing a Moment of Misery™ to experiencing a Moment of Magic®. Even if you don’t formally ask your customers in a survey, “Do you consider your experience with us to be time well spent?,”

Metrics 150

Metrics Customer Service Measurement Customer Service Training 150