Esteban Kolsky

SEPTEMBER 8, 2015

In December of 2014 something weird began to happen: we were introduced (or rather, re-introduced since the concept has been around for some time) to embeddable apps and uses. It seems that December of 2014 was not that long ago – yet we are starting to see the second generation of embedded technology emerge already.

Customer Service 60

Customer Service Transportation Airlines Knowledge Base 60

Experience Matters

JANUARY 20, 2015

The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Talkdesk

APRIL 8, 2020

Boingo Multifamily’s customer support system includes a 24x7x365 strategy for agents standing by via phone, email, text and chat. In 2014, Boingo Multifamily rapidly scaled up its business and needed to improve its customer service operations to match.

Contact Center 69

Contact Center Call Recording Call Center Report 69

Vonage

JANUARY 30, 2019

Nine out of the ten topics mentioned in our inaugural 2014 version have become mainstream. Some brands have even gone as far as embedding this methodology and mindset into customer service teams as well. So, here’s hoping that form still runs true for this latest iteration. AI & Contact Centres. Expanding The Talent Pool.

Omni-Channel 228

Omni-Channel Self Service Innovation Technology 228

Customer Enthusiast

SEPTEMBER 16, 2014

Whenever a company uses a social media channel like Facebook or Twitter to blast a promotional missive to its legion of anonymous fans or followers, it’s largely “hacking at the leaves” of customer acquisition. Perhaps the company’s analytics suggest that, on occasion, someone does. What I expected: Empathy. What I got: Silence.

Company 77

Company Customer Service Social Media Customer Retention 77

Tricia Morris

MAY 18, 2015

Customers are changing the game when it comes to customer service, by changing the channels they use most. According to the survey, self-service channel usage has increased from 67% in 2012 to 76% in 2014, while phone usage remains the same at 73%. 43% don’t ever review assisted service processes.

Contact Center 40

Contact Center Self Service Customer Service eBook 40

Lumoa

MAY 19, 2020

Let’s take this framework and apply it to a hypothetical business case for a robust customer experience program. In 2014, Peter Kriss of the Harvard Business Review reported that happy customers spend up to 140% more than those who had a negative experience. Define the opportunity. Analyze alternatives.

How To 259

How To Multi-Channel Return on Investment Strategy 259

NetBase

AUGUST 4, 2020

Having the right social analytics can show you how to spot white space and what to do with it! And here are some white space statistics uncovered with white space intel, to help you along, including: Digital Food orders have grown 300% faster than dine-in since 2014. Sometimes all you need are the right questions.

Social Media 83

Social Media How To Consumers Brands 83

Kayako

MAY 11, 2017

Consistently exceeding expectations is what any entrepreneur or startup should aim for to increase customer bookings and enjoy growth. Companies like Virgin Atlantic, British Airways, and Zappos go the extra mile to ensure their customers receive top-notch customer service. Consideration. Decision (and Beyond ).

How To 248

How To Case Study Industry Customers 248

CSM Magazine

JULY 16, 2020

Customer service is what matters most. It’s a sentiment that is reflected in the latest findings of multinational professional services company Ernst & Young (EY). Product and marketing – deliver customers an exceptional experience with AI tools that are welcoming, efficient and secure. Established in 2014, EBI.AI

Insurance 59

Insurance Industry Automotive Transportation 59

SurveySparrow

FEBRUARY 18, 2024

New Technology: Some businesses look for tools with new tech like AI or predictive analytics to understand feedback better. Real-Time Reporting & Analytics: Gain instant insights into survey responses with interactive dashboards and detailed reports, allowing you to track trends and make informed decisions in real time.

Multi-Channel 52

Multi-Channel CRM Tourism e-support 52

Customer Interactions

JULY 7, 2015

Robots, big data and speech analytics. The future of customer service is here. In this age of turbocharged technological tools, what are you doing to improve customer experience? There is much food for thought in this week's CX Buzz.

Analytics 28

Analytics Study Tools Technology 28

Customer Interactions

JULY 7, 2015

By now, we all know that customer service is a prerequisite for the success of any business. We also know that analytics and big data are a crucial component of delivering personalized customer service. So now what? How do we implement these insights?

Omni-Channel 28

Omni-Channel Tips Analytics Customer Service 28

CSM Magazine

MARCH 13, 2020

For organizations that experience high levels of churn, as seen in the mobile telecoms, insurance and energy sectors, a seamless customer journey can make the difference between keeping them onboard for another year, or losing customers to your nearest competitor. Conclusion.

Self Service 64

Self Service Chatbots Contact Center Policies 64

ReviewTrackers

JULY 12, 2019

According to a 2014 study by J.D. Here’s the good news: according to new research by Forbes Insights and SAS , automotive businesses are taking the lead in embracing data and predictive analytics to enhance the customer experience. Customer experience is the key to creating value in automotive.

Automotive 77

Automotive Customer Experience Social Media Analytics 77

CSM Magazine

MARCH 9, 2021

can also integrate with software systems and cloud services local councils already use, so they don’t have to change any of this unless they want to. EBI.AI’s technology means residents can receive rapid responses to their questions at any time of the day or night,” said Customer Services at Coventry City Council.

Government 59

Government Automotive Transportation Social Media 59

ReviewTrackers

JULY 12, 2019

According to a 2014 study by J.D. Here’s the good news: according to new research by Forbes Insights and SAS , automotive businesses are taking the lead in embracing data and predictive analytics to enhance the customer experience. Customer experience is the key to creating value in automotive.

Automotive 72

Automotive Customer Experience Social Media Analytics 72

Team HGS

FEBRUARY 6, 2018

HGS recently released a white paper on this year’s top 10 trends in customer service. 10: Digital Assistance—Voice Search, highlighting strategies designed to drive the right answer, fast, for your customers—to ultimately result in a higher CSAT and NPS score for your business. Here, we dissect CX Trend No.10:

Trends 45

Trends Contact Center Exceptional Customer Service Omni-Channel 45

ShepHyken

APRIL 18, 2017

Amy responds by saying that Lifesize has four core values, and that customer obsession is number one. Many companies talk about “treating customers great,” but you must make sure that you have the right people on board. People with customer service DNA and customer service hearts.

Net Promoter Score 74

Net Promoter Score Effort Score Customer Retention Loyalty 74

CSM Magazine

AUGUST 5, 2020

Here are 7 reasons why the latest conversational AI solutions can help innovate customer service functions in local government: 1. Once trained to respond to statements such as “my bin hasn’t been collected” they can then pull answers from a response store to smoothly and accurately provide fast customer service to similar statements.

Government 52

Government Self Service Chatbots Automotive 52

CSM Magazine

JANUARY 12, 2021

Customer service leaders and chief information officers (CIOs) are often asked what are they doing about artificial intelligence and automation. Consider using AI technology in tandem with live agents to deal with demand while still offering a personalised customer service when required. Established in 2014, EBI.AI

Self Service 52

Self Service Average Handle Time Automotive Chatbots 52

CSM Magazine

FEBRUARY 9, 2021

Property companies will continue to focus on customer service as a differentiator. . takes a look at how to improve customer experience (CX) using conversational Artificial Intelligence (AI) and virtual assistants. . Established in 2014, EBI.AI Abbie Heslop at EBI.AI Abbie Heslop is a Commercial AI Analyst at EBI.AI.

Self Service 59

Self Service Marketing Competitive Advantage Automotive 59

Bold360

JANUARY 5, 2017

It can be hard to navigate the murky waters of customer service, especially during peak seasons when it can feel like you’re swimming as hard as you can but you’re barely managing to tread water as the current pushes right back against you. Sense a pattern? Let’s look at some facts.

Self Service 65

Self Service e-support Travel Customer Service Strategies 65

CSM Magazine

NOVEMBER 27, 2020

The assembled experts reported that, at the end of March 2020, they had between 15% and 50% of contact centre colleagues working from home and that this had caused particular challenges for customer service colleagues working overseas. Cathal is an engineer who loves applying emerging technology to solve everyday problems.

Insurance 98

Insurance How To Chatbots Wait Times 98

Natalie Petouhof

AUGUST 9, 2015

Four Areas Needed to Master Customer Success Management. [1] 1] See “The State of Customer Success Management 2015” by Natalie Petouhoff, Constellation Research, December 22, 2014. Companies who believe in customer experience build CSM organizations. Not all CSM organizations are created equally.

Customer Success 40

Customer Success Sales Management Analytics 40

Customer Bliss

JUNE 6, 2017

Some of this is mentioned above, but Brad began with Bain and Company because he saw it as an “analytical boot camp.” The field service team members often set members up on the bike and get them going with the first class before they leave, which reduces the number of calls to member support/customer service.

Hotels 149

Hotels Social Media Consulting Loyalty Programs 149

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Circular Edge

MAY 2, 2022

For this article, we spoke with: Drew Cook has been the CFO of direct-to-consumer clothing retailer Pact since late 2014. He also oversees the company’s operations, customer service and wholesale business. Before joining Quatris in 2014, she served as CFO for Jibe Consulting. Flex your analytical abilities.

Culture 52

Culture Healthcare Apparel Financial 52

Kayako

MARCH 14, 2022

It turns out that telecom customer service is a critical variable. Almost 40% of those who left a telecom company did so because of poor customer service. In today’s world, customers expect more personalization and almost instant solutions. 5 Top Telecom Customer Service KPIs.

Net Promoter Score 156

Net Promoter Score Company Customer Service Social Media 156

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

CSM Magazine

JUNE 17, 2020

Established by EBI in 2014, University of Warwick Science Park headquartered EBI.AI is among the most advanced UK labs to explore the mind-boggling potential of Artificial Intelligence for customer communication. For more information, visit www.coop.se. About EBI.AI.

Retail 52

Retail Automotive Transportation Insurance 52

Eptica

JANUARY 23, 2019

Author: Pascal Gauvrit - CTO In an era dominated by social media and smartphones, it is easy to write email off as yesterday’s channel when it comes to customer service. 82% of this group are on email, up from 69% in 2014. Companies therefore need to ensure that they can deliver what customers want.

Social Media 62

Social Media Consumers Knowledge Base Customer Satisfaction 62

Magellan Solutions

MARCH 3, 2021

In particular, customer service support. Additionally the natural service orientation and cultural parallels with the West. In 2014, 70% of India’s voice-based services transferred in the Philippines. Customer Relations Management Services. Customer service is not an add-on anymore.

Telecommunications 52

Telecommunications Call Center Healthcare Government 52

CX Journey

AUGUST 22, 2014

Image courtesy of Ian Muttoo I originally wrote this post as a two - part series for InsideCXM in February 2014. A couple months ago, I wrote a post called The 15 Senses of a Great Customer Experience. Really listen to customers - not just through surveys but also through various channels, e.g., social media. Is that possible?

Customer Experience 166

Customer Experience Travel Airlines Hotels 166

Help Scout

JULY 6, 2021

Though they’ve been around since 2014, they’ve seen significant growth over the last few years. For example, without reporting capabilities, you’re not able to see when your highest ticket volumes are or the most common issues customers contact you about — and you won’t have the ability to understand individual and team performance.

Knowledge Base 65

Knowledge Base Social Media Self Service Tools 65

CSM Magazine

JUNE 27, 2018

Cathal McGloin, CEO of ServisBOT describes why AI is perfectly poised to help customer service professionals shine. Customer service departments are still rooted in voice-centric service infrastructure, but this is about to change. Voice from the past. Escape from routine.

Chatbots 40

Chatbots Insurance Case Study System 40

Eptica

JANUARY 15, 2016

This has tripled since 2014. This means that rather than providing a generic premium cost (that might be based on a zip code or post code for car insurance), they can tailor quotes to the individual, personal circumstances of the customer. This becomes even more vital when it comes to policies that focus on the Internet of Things.

Insurance 48

Insurance Customer Experience Policies CRM 48