Customer Bliss

DECEMBER 28, 2017

The year is almost over, and I’m sure many of you are setting goals for 2018 if you haven’t done so already. As we all take the time to think about improving strategies for focusing on customer-driven growth, join me as we revisit 5 of my most popular blog posts of the year. Look out for my 2018 predictions soon!

Self Service 141

Self Service Customer Experience Chatbots Chief Customer Officer 141

ShepHyken

NOVEMBER 18, 2020

Amazon Go is a convenience store chain that has automated or self-service checkout. When they opened their first store in early 2018, nobody thought that customers would not only want a people-less way to shop, but in the wake of COVID-19, desire and demand it. You walk in the store, pick up what you want and walk out.

Loyalty 139

Loyalty Self Service Customer Service Training Tips 139

Verint

APRIL 26, 2018

Many customers don’t want to go through support queueing, hold times, escalations, etc., Funnel to the Cloud” example – Consortium for Service Innovation, 2018. The primary insight here is that customers often have a lot more questions, issues and thoughts about a product or service than the support organization will ever see.

Self Service 37

Self Service Contact Center Innovation Interaction 37

Verint

JANUARY 19, 2018

Has this person helped increase customer satisfaction, build customer loyalty, drive revenue, improve operational efficiencies, and/or heighten employee morale? If so, then be sure to enter for the 2018 Engage Global Customer Awards! Nominations are being accepted through March 30, 2018. Sound good? Sound good?

Self Service 35

Self Service Engagement Conference Customer Satisfaction 35

Clarabridge

MAY 10, 2018

From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights. . Executive Vice Chairman, Founder and Chief Strategy Officer Sid Banerjee took us through the inception of the company and how the Clarabridge product suite has evolved to help brands optimize customer data and transform experiences.

Omni-Channel 40

Omni-Channel Self Service Chatbots Ecommerce 40

ShepHyken

AUGUST 20, 2018

I’ve spent my professional career teaching companies and individuals how to provide amazing customer service and a customer experience (CX) that would keep customers coming back and help their businesses to grow and thrive. But today, customers expect more. They know what good service looks like and they expect it.

Self Service 80

Self Service Industry Banking Video 80

Verint

DECEMBER 19, 2017

Recently, I was a panelist on a session at the Incite Customer Service Summit in New York City called “Proactive Social Care: Engage Your Online Community.” While better customer service was naturally front and center at such an event, what we also examined was how communities can help build customer loyalty and brand trust.

Self Service 37

Self Service Competitive Advantage Lifetime Customer Customer Care 37

Tricia Morris

OCTOBER 22, 2015

And whether that perception permeates HR, IT, marketing, sales or customer service, it erodes employee engagement and ultimately, overall business success. But how does employee self-service knowledge separate the best from the rest? Here are seven key ways: 1. Engagement.

Self Service 40

Self Service Employee Engagement Culture Knowledge Base 40

Verint

JANUARY 17, 2018

I also suggested a four-part automation innovation strategy framework to consider as part of your 2018 automation strategy planning. The implementation of Jenn not only helped increase customer engagement—it also reduced contact center call volume. How will you take advantage of all the opportunities that automation and AI offer?

Self Service 36

Self Service Innovation Airlines Competitive Advantage 36

West Monroe

JUNE 8, 2018

West Monroe attended the 2018 CS Week conference hosted in Tampa earlier this month. CS Week is the premier annual educational and customer service conference serving electric, gas, and water/wastewater utility professionals globally. Most of the retailers focus on customer acquisition and retention strategies.

Loyalty 40

Loyalty Self Service Chatbots Retail 40

Verint

MAY 1, 2018

Today Verint announces a line-up of conferences and digital events taking place in May that focus on digital and omnichannel customer service, GDPR compliance, automation and artificial intelligence, as well as the upcoming Engage TM global customer conference. Artificial Intelligence Conference. May 10; Online Webinar.

Self Service 22

Self Service Customer Engagement Engagement Omni-Channel 22

Lumoa

OCTOBER 31, 2018

In my opinion, three things that are essential for CX include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations. In 2018, all brands across all industries are going to have to work hard to restore trust with the everyday consumer. 2018 will be the year of CX and AI.?

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Verint

FEBRUARY 20, 2018

Remember that the Verint Systems Engage global customer conference takes place May 14 - 17, 2018 in Dallas, Texas—an interactive event designed to help customers and partners engage with industry peers and make the most of Verint solutions.

Innovation 30

Innovation Self Service Healthcare Competitive Advantage 30

Verint

MARCH 29, 2018

and author of Before Happiness and The Happiness Advantage, will be a keynote speaker at the Verint Engage global customer conference at the Sheraton Dallas Hotel May 14 – 17. Shawn Achor, founder, GoodThink, Inc.

Engagement 23

Engagement Conference Hotels Innovation 23

Verint

APRIL 11, 2018

As part of this study conducted with Opinium Research LLC, we partnered with Professor Woudhuysen to launch a new report and co-host a webinar of the same title: “Defining the Human Age: A Reflection on Customer Service in 2030.”. Click here to register for the live webcast on April 12, 2018 at 10:00 a.m.

Consumers 23

Consumers Study Banking Customer Engagement 23

Verint

FEBRUARY 13, 2018

Engaging customers is no different. The old and the new have been coexisting for a while now—2018 is where they truly merge. It’s the year when your approach to customer engagement can begin a monumental shift—in both process and technology—thanks to expanding innovation and the first waves of touted success using it.

Customer Engagement 24

Customer Engagement Engagement Tips Innovation 24

Comm100

MARCH 1, 2018

In fact, the eDigital Customer Service Benchmark report pointed out that website visitors enjoy live chat more than other customer service channel. The statistics show that live chat has a 73% customer satisfaction level, as compared to email (61%) and phone with 44%. Free Download] Live Chat Benchmark Report 2018.

Contact Center 106

Contact Center e-support Self Service Knowledge Base 106

eGain Blogs

FEBRUARY 7, 2020

Using knowledge management in call centers (also called contact centers as phone is now just one of the many channels in use) is known to improve productivity of customer service agents, consistency in responses, the use of new information, and compliance with industry rules. billion on employee training in 2018 alone.

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Call Center Metrics Self Service Contact Center 52

Chattermill

AUGUST 29, 2018

The Guide to Building Your Customer Experience Technology Stack. on 30 Aug 2018. Discover the best tools to improve your customer experience. As of 2018, prices range from $0.023 to $0.0405 per Gb per month for the first 50 terabytes of data. by Sam Frampton. CX Technology Stack. Text Analytics. You’re not alone.

Technology 40

Technology Customer Experience Consulting Analytics 40

Chattermill

AUGUST 29, 2018

The Guide to Building Your Customer Experience Technology Stack. on 30 Aug 2018. Discover the best tools to improve your customer experience. As of 2018, prices range from $0.023 to $0.0405 per Gb per month for the first 50 terabytes of data. by Sam Frampton. CX Technology Stack. Text Analytics. You’re not alone.

Technology 40

Technology Customer Experience Consulting Analytics 40