TechSee

NOVEMBER 13, 2018

Customer Service centers have placed high hopes on chatbots, investing large sums in the technology’s automated ability to help customers help themselves. With the right tools, chatbots can be transformed into superheroes that handle huge volumes of customer inquiries, while improving CX and reducing costs.

Chatbots 84

Chatbots Virtual Agent Contact Center Innovation 84

Oracle

APRIL 17, 2019

A quick visit to Merriam-Webster dictionary to ask “What is data mining?” The final results help to improve decision-making, provide more accurate forecasting, create new potential revenue streams, and improve customer experience (CX), among many other benefits. video, and audio that is available to analyze.

Data 72

Data Retail Banking Consulting 72

ijgolding

AUGUST 20, 2014

It is unlikely you have ever looked up the dictionary definition of ‘thank you’ – so I have done so for you – you can thank me later: 1. I want to spend the next few minutes writing about the significance of the words ‘thank you’ – in general, but especially in the world of Customer Experience.

Customer Experience 273

Customer Experience Customer Centricity Culture Customers 273

ECXO

APRIL 5, 2021

Alan, what is your take on a big CX Transformation Programme as a Strategy? When I was asked to share my views on this topic it felt familiar, I have been asked this before by clients and prospects, by CX Practitioners and CEO’s and my answer is always the same. It doesn’t work!! Image Headway, Unsplash.

Strategy 52

Strategy Consulting Airlines Culture 52

Quadient

JULY 25, 2022

Customer Journey Analysis in 6 Easy Steps. The customer experience is the sum of all the interactions that a customer has over the life of the relationship with the brand. One of the ways we understand the customer’s experience is through mapping and analyzing the journey through all customer touchpoints.

Customer Journeys 52

Customer Journeys Analysis Touchpoint Effort Score 52

ijgolding

NOVEMBER 29, 2017

The question was a precursor to defining why Customer Experience needs good, strong leadership. This month, I want to ask three connected but altogether different questions: What do you do if the organisation you work for or with does NOT have strong customer focused leadership? Customer Experience is a fact-based methodology.

Customer Centricity 148

Customer Centricity Leadership Customer Focused Customer Experience Professionals 148

Kristina Evey

JUNE 13, 2018

Shownotes … In this episode, we talk about the CULTURE of your company and how it impacts and drives the CX. Understand that your staff will have to FEEL, EXPERIENCE, and BELIEVE this culture for them to accurately execute the desired experience to your customers. culture definition.

Customer Experience 120

Customer Experience Culture Leadership Customers 120

ijgolding

MARCH 28, 2017

In all honesty, my writing is very much inspired by my own experiences – either as a customer in my own right, or by interacting with the many people I have the good fortunate to interact with in practising my vocation! The Summit was attended by their customer facing teams operating in the Middle East and North Africa.

Customer Experience 120

Customer Experience Customers Interaction Conference 120

SurveySensum

DECEMBER 8, 2021

Yes, knowing your customers’ annual income might be very crucial data for you. Trust me, with every question after your 4th or 5th question, the customer’s responses are getting more inaccurate. Making the survey longer simply reduces the response rate, increases the load on customers, and reduces the accuracy.

Survey 52

Survey NPS Feedback Examples 52

ijgolding

SEPTEMBER 26, 2017

To explain why, just have a look at the dictionary definition of the word ‘need’: Something that is very important (rather than just desirable) and that is a necessity. What Ryanair have made very clear from day one, is that they would NOT focus on giving customers what they WANT. Feeling confused?

Airlines 76

Airlines Touchpoint Customer Journeys Travel 76

Comm100

SEPTEMBER 10, 2018

According to the Cambridge Dictionary, the word “friction” has two definitions: The force that works against an object as it slides along the surface of another object or moves through a liquid or gas; or. Waiting a long time after sending a customer support e-mail or holding on the phone for hours. But how can friction be defined?

Customer Service 113

Customer Service How To e-support Customer Journeys 113

Innovative CX

JANUARY 8, 2019

Evaluate your CX program against these indicators. The dictionary defines bifurcation, “As a process in which something splits in two”. Regardless of how we define the term, the question at hand is whether your organization is at the point of bifurcation when it comes to CX? Lots of resources exist to help define CX.

Customer Journeys 40

Customer Journeys Sports Exercises Contact Center 40

Beyond Philosophy

JANUARY 3, 2017

First, a little dictionary diving is required. Both are essential in customer experience, and particularly for the role of employees in delivering superior, differentiated value (or in undermining or destroying it). People do not inherently put the customer first, and they certainly don’t do it because their employer expects it.

Self Service 76

Self Service Travel Loyalty Customer Service Representative 76

Upstream Works

SEPTEMBER 5, 2019

The world of customer experience management is expanding and growing in complexity at an alarming rate. Many of the customers eying up solutions today are voice-only call centers who understand they need to digitally transform – but it can be difficult to know how to do that without an understanding of what it really means.

Contact Center 60

Contact Center Self Service Trends Technology 60

ChurnZero

JANUARY 29, 2021

. As a Customer Success professional, you talk to customers about your products and services all day, every day – whether it’s discussions about product adoption, value, or ROI. But if you want to have more than a one-dimensional relationship with your customer, only talking about your product isn’t enough.

How To 98

How To Banking Customer Success NPS 98

PeopleMetrics

JANUARY 23, 2015

Every year, Merriam-Webster analyzes all of the searches in their online dictionary. The customer experience (CX) space has experienced a similar trend. Are we turning CX inside-out in 2015? Customer-centricity appears to be a very real priority for CX leaders in 2015.

Customer Centricity 48

Customer Centricity Culture Customer Journeys Roadmap 48

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. " To summarize as it applies to CX management: The company leaders establish and monitor CX policies. ." Just what is it, anyway?

Government 48

Government Customer Experience Customer Journeys ROI 48

Eptica

MARCH 22, 2017

Date: Wednesday, March 22, 2017 4 artificial intelligence concepts you need to know if you work in customer experience. Essentially it means the system is capable of self-learning based on its own experiences. Published on: March 22, 2017. A good example of when machine learning going wrong, was Microsoft’s Tay chatbot.

Customer Experience 52

Customer Experience Chatbots Knowledge Base Study 52

Beyond Philosophy

OCTOBER 9, 2015

For those of you who have heard this phrase but do not really understand what this means, the Oxford Dictionary defines Behavioral Economics as: A method of economic analysis that applies psychological insights into human behaviour to explain economic decision-making. These moments tell us what an actual Customer is likely to feel.

Consulting 60

Consulting Analysis Customer relationships Study 60

Circular Edge

AUGUST 30, 2018

This year’s JD Edwards INFOCUS conference buzzed with excitement, energy and collaboration – and set a record for highest number of customer attendees. It was an exciting week for the CE team as well, as we celebrated 15 years of customer success stories and product and service innovations. CE Customer Stories.

Resources 40

Resources Conference Chatbots Innovation 40

Circular Edge

AUGUST 30, 2018

This year’s JD Edwards INFOCUS conference buzzed with excitement, energy and collaboration – and set a record for highest number of customer attendees. It was an exciting week for the CE team as well, as we celebrated 15 years of customer success stories and product and service innovations. CE Customer Stories.

Resources 40

Resources Conference Chatbots Innovation 40

Qualtrics

NOVEMBER 19, 2021

Sentiment analysis is a powerful tool for monitoring and understanding contextual sentiment for any customer, employee, product, or brand experience. Today, customers engage with brands through modalities such as text and voice, and across multiple channels like surveys, call centers, social media, and websites.

Analysis 26

Analysis Industry Effort Score Social Media 26

SmartKarrot

JULY 31, 2020

As a customer-facing brand in a highly competitive market, what gives you the cutting edge over others? What does it take for the customers to pick you over the competitions? How to ensure customer delight or how to improve customer satisfaction? What is customer delight and why is customer delight important?

Customer Satisfaction 10

Customer Satisfaction Social Media Customers Loyalty 10

NICE inContact

JANUARY 31, 2019

To understand todays technologies and what they mean to your business is key to help make the right investments in your customer experience – here are some of the most researched contact center terms: . And… to top it off… the technology is here today to provide a meaningful and satisfactory experience, and consumers are ready! .

Contact Center 186

Contact Center Net Promoter Score Average Handle Time Effort Score 186

Seaton CX

SEPTEMBER 27, 2023

It’s an exercise in tactical responsiveness but strategic futility, and a cautionary tale for many CX leaders who mistake busyness for progress. In customer experience management, it’s easy to collect pain points. Talk to a customer or send a survey and you’ll come back with a dictionary of pain.

Customer Journeys 52

Customer Journeys Touchpoint Customer Centricity Contact Center 52

Kustomer

SEPTEMBER 23, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by the Director of Customer Service at McKesson, Kenny Middlebrooks. Kenny’s a CX expert and is on a mission to help leaders simplify their CX in complex situations.

Customer Experience 105

Customer Experience Customers Leadership Technology 105

ijgolding

JANUARY 4, 2016

The dictionary definition (I love a good definition!) At the end of 2015, I wrote an article for my column on CustomerThink – the article was entitled ‘Customer Experience in 2015 – 5 Key Learnings’ – have a read if you would like to know what my key observations in 2015 were. It is not that complicated!

Customer Centricity 120

Customer Centricity Customers Financial Customer Experience 120

CX Accelerator

JANUARY 10, 2018

Sadly, this rite of passage is often overlooked or marginalized within customer service departments. n/) - A firm decision to do or not to do something (Source - Google Dictionary) These are two very different things. The key for a customer service leader is establishing the big picture first, then creating goals that align.

Customer Service 159

Customer Service Self Service Effort Score How To 159

AWS Machine Learning

MARCH 10, 2023

As LiDAR sensors become more accessible and cost-effective, customers are increasingly using point cloud data in new spaces like robotics, signal mapping, and augmented reality. imread("distorted_input.png") # we undistort the front_center camera, and pass the cams_lidars dictionary # which contains all camera distortion coefficients.

Training 73

Training How To Data Resources 73

West Monroe

NOVEMBER 29, 2021

“Vax”: According to Oxford Languages , creator of the Oxford English Dictionary, it’s the 2021 word of the year. Digital businesses put people at the center of everything, from strategy to operations to experience, and use data to make better, faster, smarter decisions. Featured Content.

Net Promoter Score 52

Net Promoter Score Healthcare First Call Resolution Survey 52

Chattermill

NOVEMBER 4, 2018

How NLP, ML and Deep Learning Can Transform Your CX Strategy. Customer Experience. The post aims to give the reader a gentle overview of NLP, ML and Deep Learning and make the connection of how it can be applied in the context of customer experience and support. by Sam Frampton. on 5 Nov 2018. Deep Learning.

Strategy 76

Strategy Social Media Analytics Analysis 76

Clarabridge

SEPTEMBER 28, 2017

In my last entry in the Debunking NLP blog series , we talked about the value of named entities in customer feedback data and the challenges that Natural Language Processing (NLP) engines face in identifying them in text. Finding named entities in your customer feedback data opens the doors to new kinds of business questions and answers.

Industry 40

Industry Brands Company Analysis 40