Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. 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. Organic Mobile Experiences Blur Channel Lines. Who is doing this right?

Exceptional Customer Service 101

Exceptional Customer Service Customer Service Chatbots Hotels 101

ijgolding

JULY 18, 2018

Already listed as the top pan-European customer service conference to attend in 2018, the summit will take place on 18th and 19th September at the Grange Tower Bridge Hotel. You will learn how to advance customer support through AI, self-service, social customer care, multichannel integration, automation, empowered agents and more.

Self Service 123

Self Service Customer Service Customer Experience Groups 123

Verint

JANUARY 19, 2018

If so, then be sure to enter for the 2018 Engage Global Customer Awards! Driving positive outcomes for your customers by delivering personalized, consistent service, great self-service options, proactive engagement, and easy ways to provide feedback. Nominations are being accepted through March 30, 2018.

Self Service 35

Self Service Engagement Conference Customer Satisfaction 35

Clarabridge

MAY 11, 2018

Recapping Day 3 of C3 2018 . As the day neared its end, Senior Director of Feedback Analytics at Optum, Dave Pabley, discussed Optum’s journey to recently launching a self-service VoC portal for hundreds of users throughout the company. Recapping Day 3 of C3 2018 appeared first on Clarabridge. That’s A Wrap!

Self Service 40

Self Service Social Media Healthcare Conference 40

Bold360

MARCH 9, 2017

As Forrester posited, we are in the Age of the Customer, and in this era of immediacy and availability, offering digital self-service is a requirement for any company hoping to provide high-level service for consumers. Consumers are used to comfort and convenience, and have little patience for hassle or waiting.

Omni-Channel 65

Omni-Channel Self Service Consumers Connections 65

Call Experts

DECEMBER 18, 2019

According to The State of IVRs in 2018 webinar, 83% of users would avoid a company after a poor experience with an interactive voice response. Focus on self-service benefits. The intention of automation is self-service at all times of the day. Use feedback from the system to improve its efficiency.

Tips 81

Tips Self Service Contact Center Call Center 81

TeamSupport

DECEMBER 14, 2018

Last year, we highlighted some of the key customer service trends to watch in 2018 and many of them came to fruition. Once again, for the third year in a row, here are 7 customer service trends to watch in 2019…. Once again, for the third year in a row, here are 7 customer service trends to watch in 2019….

Trends 111

Trends Self Service Customer Service Chatbots 111

Clarabridge

MAY 10, 2018

From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights. . From finding and fixing common pain-points to reducing the amount of effort expressed, to identifying self service opportunities and more, CX professionals in the audience were inspired by the opportunities to maximize brand loyalty and drive business.

Omni-Channel 40

Omni-Channel Self Service Chatbots Ecommerce 40

Elevio

OCTOBER 9, 2018

And without something like Elevio’s Hub, it was time consuming keeping our content updated and compatible with customer’s feedback.”. Our customers can now access support content, release notes, the feedback forum, and live support in one place.”. I was surprised by how quickly users adopt self service.

Sports 69

Sports Self Service Trends Feedback 69

Eptica

APRIL 25, 2018

Date: Wednesday, April 25, 2018 4 ways to transform your CX maturity levels. Published on: April 25, 2018. However, knowing what they need to do, and actually achieving it, are clearly very different things, as the latest Temkin Group State of CX Management 2018 report shows. Share this page on: Tweet.

Customer Connectedness 49

Customer Connectedness Self Service Brand Values Financial 49

Eptica

AUGUST 1, 2018

Date: Wednesday, August 1, 2018 Author: Joanna Allouche - Consultant Making it easier for your agents to deliver superior CX. Published on: August 01, 2018. Satisfied employees are likely to be more engaged, give better service, stay for longer and are generally more productive.

Average Handle Time 70

Average Handle Time Self Service Knowledge Base Contact Center 70

Verint

DECEMBER 19, 2017

Attendees learned how to proactively engage their communities to solve their issues before they become complaints, as well as raise awareness of social care channels and facilitate self-service, facilitate peer-to-peer service, identify customers and potential issues on social networks and online communities, and learn when it’s appropriate to engage (..)

Self Service 37

Self Service Competitive Advantage Lifetime Customer Customer Care 37

Maru/HUB

DECEMBER 22, 2017

Looking ahead to 2018 then, it is predicted customers’ expectations will outpace companies’ ability to evolve or invent experiences, as the gap has already widened in 2017. It is also forecast for 2018 than 10% of transactions will be predicted by CX platforms due to the customer feedback and behaviours.

Customer Experience 40

Customer Experience Self Service Analytics Financial 40

Oracle

OCTOBER 11, 2018

The 2018 IDG Cloud Computing study revealed that 73% of organizations have at least one application or a portion of their computing infrastructure in the cloud. And when it comes to customer experience, 57% of survey respondents report that improving customer support or services is a top driver of investment in cloud solutions.

Technology 53

Technology Customer Experience Self Service Fashion 53

Hero Digital

DECEMBER 19, 2018

This year, at Sitecore Symposium 2018, we had the opportunity to sit down with two executives from Hero Digital, Kristine Stebbins, Managing Director and Tony Rems, CTO. Last year, Kristine held a session on “ Why Aren’t You Using Sitecore Analytics ” which she re-did this year because of the popularity and positive feedback she received.

Analytics 40

Analytics Self Service B2B Financial 40

Second to None

APRIL 11, 2018

2018 is a particularly interesting moment in this space due to the impact that advanced technology is having on a brand’s ability to communicate with its customers. With all this in mind, let’s take a look at the important customer experience trends you should be watching over the rest of 2018 and beyond.

Trends 54

Trends Customer Experience Self Service Voice of Customer 54

CSM Magazine

MAY 19, 2022

Enable self-service . In 2019 we underwent a digital transformation that included the creation of a customer-centric website with access to comprehensive information and a host of accessible and easy-to-use self-serve online services. Inviting feedback and using criticism to improve drives us forward.

Self Service 52

Self Service Wait Times Training Customers 52

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. In 2018, all brands across all industries are going to have to work hard to restore trust with the everyday consumer.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Chattermill

AUGUST 15, 2018

on 16 Aug 2018. It’s essential you get critical stakeholders on the product, marketing and customer service teams onboard from the beginning. It’s essential you get critical stakeholders on the product, marketing and customer service teams onboard from the beginning. Make an action plan based on the feedback - and act on it.

Net Promoter Score 40

Net Promoter Score How To Effort Score NPS 40

ChurnZero

JANUARY 4, 2019

In 2019, Customer Success will rely on eliminating fragmentation and allowing people to access content and services seamlessly across all devices.” – Annie Dossey, Content Marketing Manager, Clearbridge. Increases self-service for customers across all segments. Interested in what our predictions were for 2018, last year?

Customer Success 73

Customer Success Self Service Chief Customer Officer Trends 73

WorkOutLoud

JANUARY 23, 2018

points out: Most CX projects begin by focusing on ways to collect and analyze customer feedback. The importance of multi-channel service options is increasing. Self-service help will soon be consumers first choice. Most CX projects begin by focusing on ways to collect and analyze customer feedback. Image Source ).

Customer Experience 40

Customer Experience Self Service Social Media Multi-Channel 40

Gainsight

OCTOBER 23, 2019

In 2018, based on a new set of observations, we decided to update one of the core concepts of inbound marketing. Now, you can invest more in self-service and proactive customer success, unlocking higher-level work for your team and new heights for your customers’ success. From Funnel To Flywheel. How do you do it?

Customer Success 55

Customer Success Self Service Customers Knowledge Base 55

Eptica

MARCH 8, 2017

The overall NLP market is expected to grow by over 20%, hitting nearly $1 billion in 2018, with APAC experiencing particular increases in adoption. However, relying solely on customer surveys and market research only provides a partial picture, ignoring those consumers that don’t give direct feedback.

Communication 49

Communication Self Service Social Media Knowledge Base 49

ProProfs Chat

JANUARY 23, 2020

Motista collected gathered data between 2016 and 2018 and came out with a report ‘Leveraging the Value of Emotional Connection for Retailers’. Offer Instant Gratification Through Self-Service. Most importantly, it is an avenue to gather honest feedback that you can help you deepen customer relationships.

How To 96

How To Net Promoter Score Comparison Self Service 96

TechSee

MARCH 13, 2018

We will be watching these up-and-coming AI trends closely in 2018, and so should you. The bot learns from the agent’s feedback and improves the automated responses over time. These areas represent excellent starting points for introducing AI into your organization and building the intelligent platform of tomorrow.

Customer Service 95

Customer Service Chatbots Virtual Agent How To 95

ChurnZero

JANUARY 4, 2019

In 2019, Customer Success will rely on eliminating fragmentation and allowing people to access content and services seamlessly across all devices.” – Annie Dossey, Content Marketing Manager, Clearbridge. Increases self-service for customers across all segments. Interested in what our predictions were for 2018, last year?

Customer Success 49

Customer Success Self Service Chief Customer Officer Trends 49

ProProfs Chat

NOVEMBER 29, 2019

16% of customers prefer to use live chat software as customer support and service channel than self-service and social media platforms. In 2018, the customer satisfaction rate with live chat usage stood at 83.1 In 2018, customers spent an average of 713 seconds (or 11 minutes and 53 seconds) on live chats.

Wait Times 90

Wait Times e-support Comparison Hospitality 90

Team HGS

FEBRUARY 13, 2018

We started by gathering new “findings within the findings,” by polling attendees with a basic CX assessment: “Have you had a frustrating customer experience in 2018?” Also, start to think about areas like self-service. Wed, 02/14/2018 - 12:08. Not surprisingly, 92% of our audience responded with a resounding, “Yes.”

Net Promoter Score 40

Net Promoter Score Customer Service Chatbots Contact Center 40

Verint

MARCH 29, 2018

Shawn Achor, founder, GoodThink, Inc. 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.

Engagement 23

Engagement Conference Hotels Innovation 23

AWS Machine Learning

MAY 14, 2024

An important aspect of developing effective generative AI application is Reinforcement Learning from Human Feedback (RLHF). RLHF is a technique that combines rewards and comparisons, with human feedback to pre-train or fine-tune a machine learning (ML) model. Therefore, you can use either or both based on your needs.

Chatbots 97

Chatbots Knowledge Base Training Feedback 97

Stella Connect

JANUARY 25, 2018

With market realities closing in, more and more brand leaders are having serious discussions about how to define, prioritize, and deliver service excellence in the face of unrelenting consumer demands. What will brands’ biggest concerns be in 2018? How will emerging and growing trends change the customer service equation?

Self Service 40

Self Service Trends Customer Service Contact Center 40

Stella Connect

SEPTEMBER 22, 2017

How to Achieve Excellence in Travel Customer Service in 2018. If the past is any indication, Q1 2018 will kick off a record-setting year. At the same time, travel customer service will be tested like never before. So how can you set yourself up for customer service success in Q1 2018 and throughout the year?

Travel 40

Travel Customer Service Contact Center Self Service 40

CX Accelerator

JANUARY 25, 2019

Originally posted on ICMI.com November 5th, 2018 People love to talk about Employee Experience (EX), especially in the context of Customer Experience (CX). In addition to surveys and reports, the anonymous feedback portal within OfficeVibe works great as a Voice of The Employee (VoE) tool. Sadly, it's often just talk. Not at all.

Connections 140

Connections Effort Score How To Self Service 140

NICE inContact

NOVEMBER 9, 2018

Two in three responders prefer working with a live agent as opposed to self-service or a chat-bot. Consider using feedback tools that let your customers talk back. Smart managers know that as call enter quality and service improves, efficiencies and cost reductions will naturally follow.

Contact Center 122

Contact Center Contact Center Software Self Service Chatbots 122

Comm100

FEBRUARY 20, 2018

Chatbots are like evolved self-service portals or advanced knowledge bases. According to our 2018 Live Chat Benchmark Report , Comm100’s Chatbot takes care of about 20% of all incoming live chat inquiries alone. And customers appreciate the self-service nature of Chatbots. And, Chatbots more than pull their weight.

Chatbots 133

Chatbots Self Service ROI Contact Center 133

Alliance by IFS

JUNE 24, 2019

Five Key Questions for Field Service Management Software Vendors. Experts expect the global application integration market will grow from its 2018 $10.3 Service customers need and increasingly demand greater visibility into the service chain. 1: Does the Software Offer Easy, Intelligent Integration with Other Systems?

Software 85

Software Self Service CRM System 85

Kustomer

APRIL 15, 2021

If you’re a marketeer and you don’t realize that the best feedback you’re going to get about a promotion or an offer or a competitor, what a competitor’s doing, is in those conversations. Matt Dixon: (22:36).

Omni-Channel 92

Omni-Channel Effort Score Contact Center Call Center 92