Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. Eliza (@eliza_jacobs) September 20, 2016. Vision Critical (@visioncritical) September 20, 2016. Amanda White (@iamAMLW) September 20, 2016.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Kayako

DECEMBER 31, 2015

A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk. Come back soon for our prediction on 2016, or sign up for the blog and we’ll send it straight to your inbox. SlackDown: A Lesson in Brand Interaction.

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72

TechSee

MAY 1, 2018

AI in utilities is also playing an increasingly central role in customer-facing interactions. While more than 90% of utility companies’ overall budget is dedicated to infrastructure and other operating costs, with less than 10% allocated towards customer service, the picture is very different when it comes to AI.

Self Service 132

Self Service Analytics Call Center Report 132

TechSee

MAY 15, 2018

For example, the Bruno is a $140 trash can that features a built-in vacuum and will remind you to take out the trash when full. Smart home products depend on protocols and standards to interact with each other, such as Wi-Fi, Bluetooth, Z-Wave and ZigBee. In many cases the value of individual parts of the smart home is unclear.

Analysis 111

Analysis Marketing Self Service Wireless 111

Solvvy

DECEMBER 16, 2019

Replacing human customer service agents with IVR technology: Bad idea. One of the earliest forms of AI customer service to come mainstream is interactive voice response (IVR) technology, in which a computer recognizes the customer’s natural speech or touch tone and uses it as a prompt for their next action.

Self Service 48

Self Service Customer Service Chatbots Knowledge Base 48

Martin Hill-Wilson

JANUARY 29, 2016

The first is Interaction Analytics which provides credible evidence of what goes on day in day out. Its range of application is impressive – 100% compliance management, advisor dashboards for self development, a key input to Voice of the Customer initiatives and customer journey mapping. Some of that is 2016 capability.

Omni-Channel 40

Omni-Channel Roadmap Self Service Customer Journeys 40

Eptica

NOVEMBER 2, 2016

Date: Wednesday, November 2, 2016 The 3 dimensions of customer service conversations. Published on: November 02, 2016. This leads to issues for companies – they only have finite resources and want to provide a good service to all consumers, across all channels, but the sheer volume of interactions can be overwhelming.

Self Service 48

Self Service Customer Service Contact Center Social Media 48

Magellan Solutions

AUGUST 16, 2021

Following Google’s announcement that its ads would generate over 30 billion calls last 2016, many declared that “call commerce” is still very much alive. For example, if a customer receives a confirmation email. Offer self-service options. Customers increasingly prefer self-service options anyway.

Self Service 52

Self Service Contact Center Multi-Channel Omni-Channel 52

Eptica

NOVEMBER 9, 2016

Date: Wednesday, November 9, 2016 Connecting with your customers across APAC. Published on: November 09, 2016. For example, 45% of APAC consumers are millennials , but that doesn’t mean they all have the same needs, wants and desires. However, this only goes so far, as age isn’t always a good guide to customer needs.

Connections 72

Connections Self Service Social Media Innovation 72

Eptica

OCTOBER 12, 2016

Date: Wednesday, October 12, 2016 Is it really time for your company to embrace chatbots? Published on: October 12, 2016. Author: Pauline Ashenden One of the most talked about current trends in customer experience is the rise of chatbots , with many companies investigating using them to interact with customers on messaging apps.

Chatbots 48

Chatbots Self Service Company Contact Center 48

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016. While in the UK, banking customers who interact via multiple channels purchase one and half times more products than digital-only customers.

Self Service 48

Self Service Customer Service Social Media Knowledge Base 48

Eptica

APRIL 8, 2016

Date: Friday, April 8, 2016 Technology with the human touch. Published on: April 08, 2016. We’ve seen the growth of email , the rise of social media and the emergence of web chat all provide new ways to interact with friends, families and organizations. Technology can help.

Technology 48

Technology Self Service Contact Center Knowledge Base 48

Eptica

JULY 8, 2016

Date: Friday, July 8, 2016 Delivering what US consumers want. Published on: July 08, 2016. For example, they can do this through self-service systems that understand and answer their queries online without needing to make direct contact with the contact center. Share this page on: Tweet.

Consumers 50

Consumers Self Service Multi-Channel Financial 50

Eptica

OCTOBER 4, 2017

In particular, the rise of artificial intelligence (AI) is poised to transform customer service, and now is a good time to look at the opportunities and threats it provides to the sector. Recent research by analyst ContactBabel points to a drop in the number of inbound queries between 2015 and 2016.

Self Service 68

Self Service Customer Service Contact Center Social Media 68

ProProfs Chat

APRIL 5, 2019

Technology is allowing businesses to get closer to customers in real time when they interact with their products & services. They need customer feedback to keep delivering the right service to their customers. They need customer feedback to keep delivering the right service to their customers. Your thoughts.

Strategy 93

Strategy Chatbots Self Service Customer Centricity 93

Solvvy

FEBRUARY 5, 2020

Go all in on great customer service, and, instead of fending off angry tweets, you’ll win the Internet with rave reviews and customer support stories going viral for all the right reasons. Take Zappos, for example. Want to deliver Zappos-level customer service? Are you able to easily set up account preferences?

Customer Expectations 64

Customer Expectations Self Service Customer Service How To 64

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Published on: February 05, 2016. Millennial attitudes also impact other groups, for example encouraging Generation Xers and Baby Boomers to also complain more if they don’t get what they require. Share this page on: Tweet.

Customer Expectations 48

Customer Expectations Meeting Self Service Social Media 48

Eptica

SEPTEMBER 9, 2016

Date: Friday, September 9, 2016 Can you afford to lose half your customers? Published on: September 09, 2016. Author: Neil Cox Recent research highlighted by customer service guru Shep Hyken demonstrates the importance of delivering an experience that meets the needs of your customers.

Self Service 48

Self Service Knowledge Base Poor Customer Service Social Media 48

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Published on: June 03, 2016. Consumers want to interact on new channels. Consumers want to interact on ‘old’ channels too. Consumers want to interact on ‘old’ channels too. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Team HGS

JUNE 14, 2017

In 2016, customer service professionals continued to work hard to figure out how to best integrate and connect all of the disparate communication channels. For a leading consumer electronics manufacturer, we designed and now manage a consumer self-service portal branded as “client” USA. Here we dissect CX Trend No.

Self Service 52

Self Service Trends Multi-Channel Effort Score 52

CX Journey

AUGUST 18, 2016

At CohnReznick, we have identified five “universal” attributes to answer that question: Identity : Today’s customers are more diverse, more connected, and more powerful than ever before, making identification and micro-segmentation absolutely necessary Consistency : Most customer interactions happen during a multi-event, multi-channel journey.

Touchpoint 80

Touchpoint Self Service Multi-Channel Fashion 80

TechSee

FEBRUARY 1, 2021

No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. This growth is expected to continue: the IoT telecom services market was estimated to grow from $2.90

Trends 107

Trends Industry Telecommunications Chatbots 107

Kayako

JULY 12, 2016

The “support ticket” is a 1990s term for the IT services industry, which is reason enough to demonstrate that the idea of a support ticket is simply irrelevant to your customers in 2016. Traditional help desks hold you back from excellent customer service. A customer contacts your business. What they’re trying to do.

Self Service 0

Self Service Competitive Advantage Policies Knowledge Base 0

TechSee

JULY 3, 2018

According to research and consulting company Tractica , expanding use cases for mobile AR will lead to growth from 343 million unique monthly active users (MAUs) globally in 2016 to nearly 2 billion MAUs by 2022. Interactive Visual Guidance: The Value Proposition. Every day, new opportunities for enterprise AR usage are discovered.

Engagement 128

Engagement Consumers Interaction Banking 128

Storyminers

JULY 11, 2016

To deliver more customer value, business and experience designers must learn how customers want to interact with the brand, which preferences to capture, and how to track situations customers face. There were numerous real-world examples. Like scheduling, service, billing, shipping, and so on. The good news is – there is a way!

Self Service 100

Self Service B2C CRM Call Center 100

Eptica

APRIL 12, 2019

This means customer satisfaction is at its lowest level since July 2016. The highest ever number of consumers (13.9%) said they’d faced customer service problems. For example, one fashion retailer answered a tweet in 17 minutes – yet another took 50 hours to reply to the very same question.

Conference 76

Conference Self Service Fashion Ecommerce 76

John Paul

OCTOBER 22, 2018

Customers of the largest car brands are now benefiting from John Paul’s services in white label. For example, the group works with DIAC (financing for the brands Renault, Dacia, Nissan and Infiniti France) with the relational programs: CLUB DIAC and CLUB Nissan Finance. John Paul joined the AccorHotels Group in November 2016.

Self Service 40

Self Service Automotive Transportation Travel 40

ijgolding

JANUARY 19, 2016

However, it is true that most of the best examples – the earliest examples – of Customer Experience being deployed as a core element of business strategy was very much a US led phenomenon. Even now, some of the best examples of Customer Centric organisations are brought to life by US powerhouses of Customer Experience (CX).

Airlines 120

Airlines Customer Experience Travel Customer Centricity 120

Martin Hill-Wilson

SEPTEMBER 22, 2016

Here’s one example. Customer feedback raved about the service, relative to going to a dealership. In both examples, a balance between online convenience and the ‘human touch’ was achieved in quite different ways that managed to satisfy the customer situation. Interaction based e.g. social network updates.

Omni-Channel 40

Omni-Channel Self Service How To Multi-Channel 40

Toonimo

JULY 27, 2017

The platform is available in server-form with SharePoint 2016 being the latest version or in online form in either a cloud-based version or bundled with Microsoft Office 365. As mentioned previously, many companies are using outdated versions of SharePoint and a solid 29% aren’t even aware of what SharePoint 2016 offers.

Self Service 40

Self Service Return on Investment Training Software 40

Toonimo

JULY 27, 2017

The platform is available in server-form with SharePoint 2016 being the latest version or in online form in either a cloud-based version or bundled with Microsoft Office 365. As mentioned previously, many companies are using outdated versions of SharePoint and a solid 29% aren’t even aware of what SharePoint 2016 offers.

Self Service 40

Self Service Return on Investment Training Software 40

Bold360

APRIL 27, 2017

The Qubit Future of Travel Report 2016 shows that investing in customer satisfaction can be equally as important as competing on price points. One great example is how frequent fliers with elite status on other airlines can make the jump to JetBlue and start reaping the rewards of the premium Mosaic status immediately.

Tourism 56

Tourism Travel Customer Service e-support 56

Comm100

AUGUST 23, 2018

This blog post is not about the top customer service trends to watch out for in 2018. What we have compiled here is a list of today’s industry-leading customer service examples. There are several ways that companies have tapped into mobile as a source of omnichannel, or channel-less , customer service in 2018.

Exceptional Customer Service 101

Exceptional Customer Service Customer Service Chatbots Hotels 101

Clicktools

MAY 24, 2017

Customer engagement simply describes a customer’s interaction with a brand, whether digitally or at a physical location. Community engagement takes customer engagement and adds value by allowing customers to engage with one another —not just with brand representatives—in self-serve, consumer-driven online forums or other communities.

Engagement 45

Engagement Customer Experience Self Service Social Media 45

Avaya

DECEMBER 1, 2016

According to the Wall Street Journal, 2016 Thanksgiving and Black Friday sales have already accounted for more than $3 Billion in “desktop spending”—aka, e-commerce. Avaya IP Office Contact Center enables a midsize business to offer web chat, email and voice as an integrated, multichannel customer interaction strategy.

Customer Experience 40

Customer Experience Contact Center Self Service CRM 40

Avaya

NOVEMBER 8, 2017

The financial services industry ranks as one of the top markets to experience massive digital disruption in the coming years. In 2016, Ernst & Young introduced its Banking Relevance Index (BRI), designed to measure the importance of traditional banks to customers’ lives. So, how will the bank branch be impacted?

Banking 40

Banking Omni-Channel Multi-Channel Self Service 40

Kayako

JANUARY 7, 2016

We looked back with our best posts from the customer support community in 2015, now we’re looking forward with predictions for 2016. We’ll be covering these areas throughout 2016 so be sure to subscribe to our blog newsletter to stay at the top of your support game this year. 2016 is an exciting year for support.

Self Service 84

Self Service Social Media Trends Customers 84