Lumoa

JULY 17, 2023

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. Personalized digital journey 4. Optimizing your online presence 2.

Customer Experience 208

Customer Experience Strategy Self Service Chatbots 208

Comm100

FEBRUARY 6, 2023

Customer experience, also known as CX, is a customer’s overall experience when interacting with an institution’s products or services and their perception of the business and its values. It requires that you digitize your banking services to be convenient, easy to use, personalized, and secure.

Financial 191

Financial Trends Self Service Customer Experience 191

Retently

APRIL 5, 2024

Today’s consumers might browse products online before purchasing in-store or use their smartphones to compare prices while shopping at a physical location. It includes every touchpoint a customer has with the retailer, whether it’s walking into a store, speaking to customer representative or unwrapping the product at home.

Retail 78

Retail Engagement Strategy Customer Experience 78

TechSee

APRIL 9, 2024

In the world of customer service and technical support, a significant challenge often goes unaddressed: the visual gap. This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution. Enter visual assistance, a game-changer for both customers and providers.

Net Promoter Score 124

Net Promoter Score NPS Customer Satisfaction Customer Confidence 124

Uniphore

JUNE 10, 2021

When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. 25% Lack of self-service options. Use Self-Service to Handle High Call Volume. And there’s no going back. We also learned where automation can make the biggest impact.

Call Center 246

Call Center Self Service Contact Center Case Study 246

West Monroe

APRIL 22, 2024

Payer organizations are facing daunting challenges: rising costs, labor shortages, and heightened member demands for digital services. Prioritizing funding for products facilitates seamless workflows, enhancing experiences and data accessibility across the organization. Download the full findings now.

Self Service 52

Self Service Healthcare ROI Analytics 52

TechSee

OCTOBER 9, 2018

Millennials, the notoriously digital-savvy generation born between 1980 and 2000, are a force to be reckoned with. This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. They demand highly convenient and fast service.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

Inbenta

APRIL 10, 2024

DALLAS, TX – March 26, 2024 – Inbenta, a complete customer experience platform powered by AI, today unveiled three enhancements to its award-winning Digital Instructor product (formerly Horizn Digital Demos). SaaS: A no-code software solution to build your own Digital Instructors for customer support or employee training.

Contact Center 52

Contact Center Training Video Tools 52

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Comm100

OCTOBER 26, 2022

To improve customer service, there’s only one place every company should start – meeting customers’ expectations. Today’s consumers have ever-changing and ever-rising customer service expectations, and organizations must meet these expectations if they are to continue growing their business. Digital prioritization.

Customer Service 130

Customer Service Policies Knowledge Base Social Media 130

TechSee

MAY 19, 2020

Product registration – the process of capturing new customers’ information – enables brands to connect directly with consumers and engage with them during their relationship with the company. The challenge for brands is to get their customers to take that first step: register their products. Product registration process trends.

Self Service 207

Self Service Consumers Analysis Brands 207

AWS Machine Learning

MARCH 29, 2024

Amazon Lex provides advanced conversational artificial intelligence (AI) capabilities to enable self-service support for your organization’s contact center. The bots can answer FAQs, provide self-service experiences, or triage customer requests before transferring to a human agent.

Contact Center 94

Contact Center Chatbots Self Service Touchpoint 94

Calabrio

NOVEMBER 25, 2020

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. Self-service technology in particular is driving change, giving consumers even more control of their experience. Today’s consumers demand service 24/7, 365 days a week. The one-size-fit-all script no longer cuts it.

Contact Center 306

Contact Center Self Service Analytics Banking 306

West Monroe

APRIL 9, 2024

With higher interest rates continuing to add value—partially thanks to the tax-exempt status of credit unions—some reckoning is needed as credit union members begin to begrudge the lackluster digital experience available with traditional banks. Credit unions are uniquely positioned in today’s marketplace.

Self Service 52

Self Service Trends Banking Financial 52

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. Meeting today’s high customer service expectations can be a challenge. What is customer service automation?

Customer Service 203

Customer Service Self Service Chatbots Healthcare 203

COPC

APRIL 1, 2024

This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance. Global Benchmarking Series | Contact Center Technologies Today, executives deploy digital solutions with increased confidence and swiftness. Over the past two decades, numerous strategies and tools have developed.

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

Blake Morgan

OCTOBER 27, 2022

Without a linear journey, companies must provide resources and digital channels to help buyers. Successful B2B companies rely on technology, scalable personalization, and digital tools. 70% of B2B decision-makers are willing to make new purchases over $50,000 through self-service or online channels. McKinsey ).

B2B 105

B2B Self Service Competitive Advantage B2C 105

TechSee

JUNE 10, 2021

It’s no secret that truck rolls are a necessary evil for the service industry. Absolutely, your customers aren’t happy to wait for service. But even though a large proportion of truck rolls are non-value-added activities and a tremendous waste of resources, these dispatches remain a fact of life for service organizations.

Self Service 207

Self Service Innovation Analytics Transportation 207

Team Support

NOVEMBER 30, 2023

Even if you utilize tools like self-help, community forums, or automation, some customer issues still require a human touch. Case management continues to play a critical role in preserving customer relationships while also feeding the product development process.

Omni-Channel 106

Omni-Channel Customer Service How To eBook 106

TechSee

DECEMBER 16, 2021

In the last few years, the customer service industry has been upended by a combination of new pandemic-driven ways of working, the growing trend of digital transformation, and the continuously rising bar for positive customer service experiences. Digital-first interactions Helping customers from afar is nothing new.

Call Center 124

Call Center Trends Self Service Contact Center 124

Gainsight

APRIL 8, 2024

With teams being downsized and CSMs being held accountable for more, the role of how digital motions come into play is more crucial than ever. to Digital CS , drawing insights from research analysts and industry thought leaders. The Rise of Proactive Engagement Traditional customer service models focused on reactive problem-solving.

Customer Success 52

Customer Success Training Engagement Customers 52

Totango

JANUARY 2, 2024

Christina started the conversation by sharing how, for CDK – a software solutions provider that helps automotive dealerships improve customer experience – data visibility and understanding how their products deliver business outcomes for their customers continue to be the main challenges for her team.

Customer Success 99

Customer Success Tips Self Service Customer Journeys 99

BirdEye

OCTOBER 11, 2023

Clients are more likely to recommend a company that can guide them in choosing the right insurance product for them and their families. IBM has shown that 50% of insurance customers prefer personalized digital communication to telephone- and postal-mail-based communication.

Insurance 111

Insurance Industry Customer Experience Self Service 111

Blake Morgan

JUNE 16, 2023

Every modern customer experience has some aspect of digital engagement. No matter what you’re selling or offering customers, digital is now a requirement, including e-commerce, apps, chatbots, immersive VR and AR, AI automation—the list goes on and on. But as technology advances and customers evolve, so too do digital experiences.

Self Service 59

Self Service Chatbots Contact Center Video 59

TechSee

MAY 19, 2021

In the last few years, the customer service domain has experienced an awakening with the rising awareness of the benefits of delivering a good customer experience. Companies have invested in their customer service function to differentiate and personalize their brand and improve overall operational efficiency.

Technology 159

Technology Self Service Customer Service Competitive Advantage 159

Team Support

OCTOBER 12, 2022

Most businesses maintain some sort of customer self-service tools, whether it’s a chatbot or guide bot framework or a collection of knowledge base articles. Chances are your business maintains some sort of a self-service option, but does your business do a good job of promoting that to your customers?

Self Service 98

Self Service How To Knowledge Base Social Media 98

COPC

FEBRUARY 15, 2023

With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems still the sources of so many frustrating customer experiences? Next, create a service blueprint of your most important service journeys.

Self Service 85

Self Service Chatbots Guidelines e-support 85

CSM Magazine

DECEMBER 13, 2023

Customer service, often seen as the heart of a business, is the assistance and advice provided by a company to those people who buy or use its products or services. The significance of efficient customer service strategies cannot be overstated. Self-Service Options Customers today prefer quick solutions to their issues.

Customer Service Strategies 52

Customer Service Strategies Self Service Trends Strategy 52

Kustomer

SEPTEMBER 1, 2022

It’s no secret that a strong customer service strategy is the cornerstone of a successful business. Even if your products or services are exceptional, customer loyalty can be lost if the customer experience is tainted with one poor interaction. What Is Customer Service Strategy?

Customer Service Strategies 104

Customer Service Strategies Self Service Strategy Customer Service 104

CSM Magazine

JULY 22, 2022

Mark Wilding, Vice President of Global Customer Transformation at ServiceMax, steps into the future and predicts how advances in technology will enable a new era of service delivery. One of the areas this is most visible is in the field service arena. One of the areas this is most visible is in the field service arena.

Self Service 109

Self Service Healthcare Government Conference 109

NobelBiz

MARCH 26, 2024

It’s the art of utilizing technology to deliver personalized and efficient customer service without losing the human touch that customers value. It’s the art of utilizing technology to deliver personalized and efficient customer service without losing the human touch that customers value.

Self Service 52

Self Service Customer Experience Contact Center Customer Journeys 52

AWS Machine Learning

DECEMBER 12, 2023

By 2025, Vodafone plans to have 50% of its global workforce actively involved in software development, with an objective to deliver 60% of digital services in-house. Their AI and ML capabilities in digital self-care, via a chatbot, have been helping their customer care team focus on cases that need deeper attention.

Telecommunications 105

Telecommunications Training Chatbots CRM 105

Totango

NOVEMBER 27, 2023

Efficient and seamless workflows According to the Forrester report, as sustainable growth becomes a priority, B2B organizations need enhanced workflow automation and digital strategies that leverage customer data to: Customize communications and recommendations. Offer self-service functionalities through community and knowledge centers.

Report 91

Report Trends Customer Success Self Service 91

Inbenta

FEBRUARY 1, 2024

RESOURCES Webinars Horizn Product Digital Demos Enhancing Your Customer Service with Interactive How-To Demos When customers can’t navigate your products or services, it can be frustrating. Inbenta’s Horizn Digital Demos give customers step-by-step interactive guides they can follow any time they have an issue.

Interaction 52

Interaction Banking ROI Policies 52

Blake Morgan

DECEMBER 8, 2022

Here are five CX trends as we head into 2023: 1) Automation and Self-Service to Ease Staffing Shortages. In 2023, self-service options will soar and expand to short videos and voice memos to allow customers to solve problems and get answers on their own time. As we head into 2023, companies face a difficult crossroads.

Trends 122

Trends Self Service Customer Experience Insurance 122

Gainsight

APRIL 10, 2023

By Harshi Banka, Senior Director of Strategy, Digital Customer Success The last few months have been rough for SaaS businesses with multiple headwinds including the economic downturn, rising inflation, and decreasing investments. This is where digital customer success (DCS) comes in. What Is Digital Customer Success?

Customer Success 59

Customer Success Self Service Multi-Channel Effort Score 59