Team Support

JANUARY 9, 2024

Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next. 1960s-1970s: Emergence of Call Centers The concept of providing on-demand customer support began with call centers in the 1960s. Initially, live chat systems were basic and primarily used for customer support.

Technology 59

Technology Chatbots Call Center Social Media 59

Lumoa

JUNE 23, 2021

Migration to the Cloud Buoyed by the COVID-19 outbreak, cloud migration dramatically increased during the steepest economic contraction since the 2008 financial crisis. Courtesy of it, as many as 90% of companies have hopped on the omnichannel bandwagon in hopes of providing a uniform experience across channels.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

West Monroe

DECEMBER 11, 2022

As we’ve learned from previous recessions, the companies that combine defensive tactics with strategic offensive investments in customer experience, technology, and risk management can emerge from a downturn victorious. Customer relationship manager and client communication functions.

Banking 52

Banking Marketing Self Service Financial 52

Eptica

JULY 8, 2016

Author: Chris Eideh Knowing your customers is at the heart of designing and delivering the right experience to engage with them successfully. So, McKinsey’s recent US Customer Sentiment Survey should be required reading for anyone involved in customer experience. Linguistics is one way to deliver this.

Consumers 50

Consumers Self Service Multi-Channel Financial 50

Chattermill

MAY 12, 2019

While we’ve learned a lot about customer experience from working with global top-tier CX companies, we’ve also picked up a ton of insights by making our way through lots of books written by business leaders. Zappos founder Tony Hsieh’s book is essential reading for all customer experience professionals.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130