Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Customers want you to know them.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

Avaya

NOVEMBER 2, 2017

At the recent Monage Conference , where Jeff Pulver invited me to speak, I talked about chatbots and shared how they can transform customer experiences for large enterprises. It was a perfect topic for the mix of customers and entrepreneurial chatbot developers in attendance. Chatbot technology is growing at such a rapid pace.

Chatbots 57

Chatbots Customer Experience Self Service Contact Center 57

Wootric

AUGUST 21, 2018

How we live and communicate are evolving at lightning speed thanks to one thing: Technology. But rather than looking at it as an intrusive occurrence, perhaps it’s better to view emerging technologies as tools with the power to reshape, not disrupt. Undoubtedly it’s chatbots. Artificial intelligence.

Technology 58

Technology Customer Experience Chatbots Retail 58

ProProfs Chat

NOVEMBER 17, 2017

As 2017 is coming to an end, here’re 3 customer support trends that promise a better customer support in 2018. If you can’t afford the time, risk, or cost of putting technology in front of customers, give it to your front-line reps. First response and FAQs will become increasingly automated with Chatbots. Take a look. .

Self Service 111

Self Service Trends Chatbots Omni-Channel 111

COPC

JUNE 20, 2019

In the quest for faster, easier and more cost-effective service journeys, we are seeing many organisations across a wide range of industries turning to online solutions or self-service, technology-assisted interactions as the future of customer interactions. Chatbots . The Future of Chatbots. This represents a 5.6 The COPC Inc.

Chatbots 40

Chatbots Self Service Touchpoint Interaction 40

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. 76 percent of consumers say that customer service is the true test of how much a company values them, according to Parature.

Chatbots 48

Chatbots Technology Customer Service Management 48

Eptica

MARCH 14, 2017

Date: Wednesday, March 15, 2017 Chatbots and bots - what they mean for customer experience. Published on: March 15, 2017. But what do the terms bot, chatbot and artificial intelligence actually mean – and how can they improve your customer experience? There is a difference.

Chatbots 50

Chatbots Customer Experience Self Service Knowledge Base 50

COPC

APRIL 3, 2018

Key Insights from the 2017 Corporate Survey include: Only 50% of respondents answered “Yes” when asked, “Is your company’s leadership fully committed to a customer-first strategy?”. At the site, you can also find complimentary digital copies of CXMB Series reports from years prior to 2017. About the CXMB Series.

Customer Experience Management 40

Customer Experience Management Customer Experience Management Chatbots 40

CSM Magazine

JANUARY 23, 2017

For me, this challenge is compounded by the rapid pace of innovation in both the core Customer Relationship Management (CRM) space and the adjacent technologies that influence the core. The evolution of these areas has created a springboard effect in the trends for 2017. By now, mobility is a given.

CRM 40

CRM Multi-Channel User Experience Chatbots 40

BlueOcean

JANUARY 9, 2018

These technologies are sparking new expectations in today’s consumers on an almost daily basis. Instead, in addition to self-serve customer service , the majority of interactions will be driven by AI technology. Siri, Alexa, and OK Google… these are the virtual interactions that Sci-Fi movies have portrayed for decades past.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

ShepHyken

MARCH 9, 2020

Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. SmarterCX) The chatbot age is here. According to Gartner, the average person will have more conversations with bots than their spouse by 2020. I have added my comment about each article and would like to hear what you think too.

Customer Service 124

Customer Service Chatbots Customer Service Training NPS 124

ShepHyken

JANUARY 16, 2017

But today, consumers are more connected, distracted, and informed than ever before. 5 Key Customer Experience Trends for 2017 by Donna Peeples. Huffington Post) In the spirit of the New Year, here are my top 5 customer experience predictions and trends for 2017. Salesforce) Lasting businesses are built on customer retention.

Customer Service 48

Customer Service Contact Center Customer Retention Loyalty 48

Eptica

JULY 18, 2018

Author: Neil Cox - Account Manager By 2021, 15% of all customer service interactions will be completely handled by AI - an increase of 400% from 2017. And by 2022, 72% of interactions will involve an emerging technology such as machine-learning, chatbots or mobile messaging - up from 11% in 2017.

Self Service 63

Self Service Chatbots Technology Interaction 63

Wootric CX Blog

JUNE 19, 2019

Another study indicates that 66 percent of consumers are willing to spend more money on top-notch customer service. The study also found that 55 percent of consumers abandoned a company after experiencing bad customer service. From smart devices to self-driving cars to chatbots – AI impacts various aspects of our lives.

Self Service 82

Self Service Customer Experience Chatbots Poor Customer Service 82

NICE inContact

MARCH 27, 2018

A major conversational shift around artificial intelligence (AI) occurred in 2017. chatbots) helps provide fast service for transactional or traditionally self-service issues. Here, AI’s proactive, context-inclusive handoff of chat sessions to live agents enables quicker and more complete resolutions.

Contact Center 137

Contact Center Self Service Study Omni-Channel 137

CloudCherry

JANUARY 4, 2018

Technological advancements continue to drive the disruption of the industry. Furthermore, consumers are beginning to trust these firms more and more, often to the detriment of traditional banks. Voice Technology. Blockchain Technology. Blockchain technology is mainly associated with Bitcoin and other cryptocurrencies.

Banking 170

Banking Trends Financial Self Service 170

Team HGS

MAY 31, 2017

In Conversation with a Chatbot : Speaking the Language of Today's CX. By Mandeep Kwatra, HGS VP of Solutions and Capabilities In today’s virtual world, it seems bots are the latest sensation. BOT: Ok, thanks, Mandeep. Well, I’m a bot. BOT winks at Mandeep here.) BOT: People were never threatened by chatbots.

Chatbots 52

Chatbots ROI Self Service Effort Score 52

Comm100

MARCH 27, 2023

Higher Education Chatbots – Everything You Need to Know In the competitive world of higher education, providing students with the very best support is key to increasing enrollment, improving student satisfaction, and reducing drop-out. This is where higher education chatbots come into play.

Chatbots 161

Chatbots Multi-Channel Knowledge Base Wait Times 161

Second to None

MARCH 9, 2018

Customer expectations within the social media space are changing as the technology platforms become more integrated in society. Specifically, the ability to provide a high level of customer service can help improve the way that online consumers perceive your brand. Brands have a lot of work to do to meet these expectations.

Social Media 69

Social Media Chatbots Customer Service Brands 69

TechSee

MAY 1, 2018

The utilities industry is shifting from a highly traditional, regulation-driven environment to a technology-driven, sophisticated marketplace. Once success has been established, utilities can roll AI out to other applications and use cases, such as customer service chatbots or automated IT help desks.

Self Service 132

Self Service Analytics Call Center Report 132

ShepHyken

MARCH 9, 2020

Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. SmarterCX) The chatbot age is here. According to Gartner, the average person will have more conversations with bots than their spouse by 2020. I have added my comment about each article and would like to hear what you think too.

Customer Service 62

Customer Service Chatbots Customer Service Training NPS 62

Comm100

AUGUST 23, 2018

Consumer patience is dwindling; we want better, more accessible products, and everything that we do seems to revolve around convenience. In this list, you will find the customer service developments that have reshaped consumer expectations, and that are on their way to determining the customer expectations of the future.

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

TechSee

APRIL 16, 2019

Acknowledging and addressing agent pain points – such as lack of career progression, low pay, frustration with repetitive tasks and inadequate technology – demonstrates effective leadership and helps the drive toward agent empowerment, ultimately benefiting contact center productivity. After all, happy agents mean happy customers.

Call Center 126

Call Center Culture Contact Center Net Promoter Score 126

Eptica

JULY 21, 2019

Many experts paint a picture of human customer service agents being replaced by the likes of chatbots and smart assistants. However, the research also suggests that consumers want a balance , using the best channel or technology for their particular need. Here are four ways to help make this a reality: 1.

Customer Service 58

Customer Service Self Service Chatbots Analytics 58

Bold360

NOVEMBER 15, 2017

Consumers in 2017 have heightened standards for customer service and support. External chatbots understand each shopper’s situation and provide contextual answers, fast. Chatbots are no longer just a buzzword — they are a viable customer service channel that can provide accurate and efficient support.

Interaction 56

Interaction Self Service Chatbots Social Media 56

TechSee

FEBRUARY 19, 2019

One of the keys to innovation in this area is self-service technologies that enable customers to quickly and conveniently resolve problems on their own, especially from their mobile devices. Mark your calendars with these “can’t miss” sessions and exhibitors and prepare to witness the future of mobile self-service technology.

Self Service 95

Self Service Innovation Telecommunications Consumers 95

TechSee

APRIL 24, 2018

With a growing number of DIY enthusiasts purchasing consumer electronics, this type of hands-on guidance is in high demand. Google Consumer Survey underscores these statistics, with 20% of consumers (1 in 5) reporting that they’ve watched an unboxing video. Not all unboxers are created equal.

Self Service 116

Self Service Call Center Video Consumers 116

ShepHyken

MARCH 9, 2018

This is expected to grow, as over the next 5 years it has been predicted by Gartner that phone interactions will drop from 41% to 12% as consumers keep going digital [i]. This type of technology is still very juvenile and even the top tech giants such as Facebook were receiving high failure rates during 2017.

Customer Service 75

Customer Service Knowledge Base Chatbots Social Media 75

Think Customers

OCTOBER 4, 2019

Capgemini Research Institute’s Smart Talk: How organizations and consumers are embracing voice and chat assistants study surveyed more than 12,000 consumers who use chat and voice assistants, as well as 1,000 executives representing top industries. Much of this consumer adoption is new.

ROI 53

ROI Automotive Study Insurance 53

Bold360

NOVEMBER 19, 2018

Thanksgiving Day unofficially kicks off the busiest shopping season of the year, with consumers heading to stores in droves to take advantage of sales and discounts for their holiday shopping. In 2017 , more than 174 million American consumers shopped over Thanksgiving weekend. percent increase in overall holiday sales.

Retail 61

Retail Chatbots Consumers Sales 61

LiveChat

FEBRUARY 1, 2019

In 2018, it was 82.26% , in 2017 it was 83.54%. In 2017, we encouraged you to improve first response time, now you need to take more steps to make customers happy. What technologies are you using to create a better experience? That’s where bots step in, or ChatBot to be precise (created, used and recommended by LiveChat).

Report 57

Report Customer Service Chatbots Customer Satisfaction 57

Eptica

JANUARY 31, 2018

Author: Pauline Ashenden Amidst all the talk of artificial intelligence, chatbots and the Internet of Things transforming the relationship between brands and consumers, it is easy to forget the vital importance of the human element to successful customer service. In fact, technology can help – in three main ways: 1.

Self Service 55

Self Service Knowledge Base Chatbots Social Media 55

Eptica

OCTOBER 10, 2017

Date: Wednesday, October 11, 2017 Balancing the human and the digital in customer experience. Published on: October 11, 2017. We asked her about the challenges that brands face when it comes to CX, and how technology can help overcome them. Consumers move between them seamlessly, depending on their needs.

Customer Experience 49

Customer Experience Self Service Chatbots Consumers 49

Eptica

MARCH 22, 2017

Date: Wednesday, March 22, 2017 4 artificial intelligence concepts you need to know if you work in customer experience. Published on: March 22, 2017. A good example of when machine learning going wrong, was Microsoft’s Tay chatbot. That’s why Eptica’s technology is based on NLP and a centralised knowledge base.

Customer Experience 52

Customer Experience Chatbots Knowledge Base Study 52

ShepHyken

NOVEMBER 4, 2022

With rapidly evolving technology in today’s digital age, the BPO industry is bombarded with opportunities to improve customer experience (CX) in ways unthinkable a few decades earlier. In India alone, the IT BPO industry generated around $154 million in revenue in 2017-2018, according to Brandongaille. .

Self Service 64

Self Service Customer Experience Multi-Channel Call Center 64

AWS Machine Learning

JUNE 8, 2023

Generative AI chatbots have gained notoriety for their ability to imitate human intellect. However, unlike task-oriented bots, these bots use LLMs for text analysis and content generation. As of this writing, companies of all sizes want to use this technology but need help figuring out where to start.

Chatbots 72

Chatbots Contact Center Training Resources 72

Eptica

JULY 19, 2017

Date: Wednesday, July 19, 2017 Customer service expectations – comparing Asia and the West. Published on: July 19, 2017. Author: Vincent Giraud Across the world consumer expectations are continually rising when it comes to the service they receive from organizations. Demographics also plays its part.

Self Service 54

Self Service Customer Service Insurance Culture 54