Bold360

FEBRUARY 26, 2020

We heard multiple takes on how various approaches to self-service can fuel that leftward shift—most notably the use of AI in knowledge management. Employees want more and better self-service knowledge. As the consumer landscape changes, employee expectations do too.

Self Service 59

Self Service Employee Experience Knowledge Base Conference 59

GetFeedback

SEPTEMBER 2, 2019

We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Companies are now using machine learning technology to improve customer experience and traditional institutions usually resistant to change are coming under pressure from a customer base that wants more. Article No.

Net Promoter Score 210

Net Promoter Score Self Service Financial Customer Centricity 210

Answer Dash

OCTOBER 15, 2019

The global customer self-service market is booming, with a compound annual growth rate (CAGR) of 18.4%. Self-service is taking over and becoming a key player in the customer service market, and both companies and consumers should take notice. In other words? Here’s everything you need to know.

Self Service 52

Self Service Software Marketing Customer Relationship Management 52

Comm100

OCTOBER 10, 2022

The life of chatbots in customer service has been turbulent. However, as bot technology has rapidly improved, so too has organizations’ readiness to adopt chatbots in their customer service operations. Read the full story: IMAGINiT Technologies hits 1683% ROI with Comm100 Live Chat & Chatbot. Offering 24/7 support.

Chatbots 202

Chatbots Self Service Examples Industry 202

Lumoa

SEPTEMBER 30, 2022

This includes an ever-changing landscape, increasing competition, and new technologies, among many other variables. . Consumers have wholeheartedly embraced the transition to digital banks. After all, consumers are now looking beyond the elements that banks have traditionally focused on for decades, like a large number of branches.

Banking 236

Banking Customer Experience Self Service Financial 236

BlueOcean

AUGUST 9, 2021

The adoption rate of new and evolving technologies accelerated at unseen speeds—resulting in 10 years’ worth of change within a mere 10 months. Contact center technologies are certainly in the mix of acceleration. In fact, many recent developments promise to reshape the landscape of customer service completely. billion by 2024.

Contact Center 156

Contact Center Technology Self Service Analytics 156

NICE inContact

OCTOBER 18, 2019

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Featuring a thorough evaluation of cloud providers by one of the independent analyst firms in the industry, the report is an invaluable tool for contact center leaders considering new technology investments.

Contact Center 120

Contact Center Self Service Omni-Channel Call Center 120

Calabrio

MAY 10, 2019

As consumers have become more informed and competition amongst companies fiercer, customer experience (CX) has emerged as a key point of competitive differentiation and the contact centre as an essential part of the experience. You’ll learn how to use technology to support voice-of-the-customer strategy and how to staff your team for success.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. A greater pivot towards self-service is the natural outcome.

Trends 173

Trends Customer Experience Self Service ROI 173

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Published on: December 11, 2019. And what better way of doing this than exploring the 2019-20 Contact Babel UK Contact Centre Decision-Makers’ Guide , sponsored by Enghouse Interactive.

Self Service 75

Self Service Customer Service Social Media NPS 75

TechSee

JUNE 11, 2019

Recently, an innovative technology has emerged, transforming contact center operations and customer experience across a wide range of industries: Visual Assistance. It enhances all customer service KPIs, including those measuring contact center productivity and CX quality. Customer Service KPIs – The Results.

Self Service 117

Self Service Technology Customer Service Contact Center 117

NICE inContact

OCTOBER 17, 2019

Consumers value choice. Customer service is no different. Much has been written about the growth of self-service technologies, like mobile apps and chatbots. Much has been written about the growth of self-service technologies, like mobile apps and chatbots.

Self Service 121

Self Service Contact Center Social Media Chatbots 121

TechSee

JANUARY 28, 2020

Black Friday is a day that retailers wait for all year, and 2019 was no different. Consumers also found their way into brick-and-mortar locations much more often, with many having opted to buy online and pick up in-store (BOPIS). Translation: a $20 billion black hole that made a huge dent in 2019 Black Friday and Cyber Monday revenue.

Retail 136

Retail Self Service Wireless Consumers 136

NICE inContact

MARCH 28, 2019

In our NICE inContact CX Transformation Benchmark , chat has the highest satisfaction of all channels with 47% of consumers saying they were very satisfied with chat, as it provides convenient, quick, and helpful service. Consumers have already accepted chat! What’s the point?

Chatbots 149

Chatbots Self Service Virtual Agent Contact Center 149

TechSee

DECEMBER 31, 2019

Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. However, many companies are still struggling to make the customer service experience as effortless as possible. Customer Service will become increasingly AI-driven.

Trends 136

Trends Customer Service Self Service Contact Center 136

Martin Hill-Wilson

FEBRUARY 16, 2016

I recently designed and ran a new masterclass – Making Automation & Self Service Work In Your Contact Centre. In some cases they might even disrupt how certain services are bought and the strategic alliances that support them. Secondly this is not about a single technology. The customer feedback says it’s a win win.

Self Service 40

Self Service Omni-Channel Strategy Roadmap 40

TechSee

JANUARY 2, 2019

If you’re in the Smart Home or Smart City business, CES 2019 is a must visit. CES 2019 Smart Home Sessions Not to be Missed. Whirlpool will reveal what consumers are craving – easy to understand smart features that are a practical, efficient addition to their everyday household tasks. Smart Home Startups to See at CES 2019.

Innovation 174

Innovation Entertainment Knowledge Base Technology 174

NICE inContact

MAY 23, 2019

Emerging technologies and changing consumer demands fundamentally have shifted the way businesses interact with their customers. Businesses still are working out the kinks with some of the newer capabilities, and some consumers just aren’t ready to embrace these yet. This is the nature of life in the digital age.

Self Service 138

Self Service Contact Center Omni-Channel Chatbots 138

Comm100

JANUARY 11, 2023

As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. Meeting today’s high customer service expectations can be a challenge. 80% of consumers surveyed say that they would be more loyal to brands that understanding them.

Customer Service 203

Customer Service Self Service Chatbots Healthcare 203

CSM Magazine

NOVEMBER 19, 2018

Sabio’s Chief Innovation Officer, Stuart Dorman highlights what he sees as the 10 key CX technology trends that will shape successful customer experiences during 2019 and beyond. 10 Key CX Technology Trends for 2019. 10 Key CX Technology Trends for 2019.

Trends 88

Trends Customer Experience Social Media Self Service 88

NICE inContact

MAY 8, 2019

But these days, digital technology innovations can make it increasingly more complex to serve your customers where and how they want to be served. The 2019 business wave of the NICE inContact Customer Experience (CX) Transformation Benchmark explores many of these questions at a global level. The results?

Self Service 136

Self Service Contact Center Chatbots Omni-Channel 136

Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. Four reasons why email is on the rise Despite the growth of new channels, research from Forrester demonstrates that email is still central to how consumers communicate with brands.

Self Service 65

Self Service Leadership Customer Centricity Knowledge Base 65

NICE inContact

SEPTEMBER 5, 2019

Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of the dark ages? Keeping up with technology – and combing through all the hype that surrounds AI – can be a real challenge. But first, be sure to review our latest 2019 NICE inContact CX Transformation Benchmark.

Customer Care 137

Customer Care Contact Center Software Self Service Contact Center 137

ProProfs Chat

FEBRUARY 13, 2019

One month has passed in 2019 and we are already witnessing how the game is changing in customer support across industries. Seventy percent of US consumers opine they have already made a choice to be loyal to a company delivering great customer service. Advanced speech analytics technologies are trending in the market.

Self Service 78

Self Service Social Media Omni-Channel Trends 78

Eptica

APRIL 12, 2019

Date: Friday, April 12, 2019 Author: Pauline Ashenden - Marketing Manager Analyzing CX sentiment in 2019. Published on: April 12, 2019. Having attended both the UK shows, it’s great to see that the CX profession seems very positive and keen to invest and improve the service that it delivers.

Conference 76

Conference Self Service Fashion Ecommerce 76

Alliance by IFS

OCTOBER 1, 2019

“The Humanity of Service” – Astea International APAC’s Roundtable at Field Service Sit-Down 2019. Steve Scott and Ben Hartman will jointly keynote the roundtable discussions on why employee satisfaction and customer experience are key factors for a seamless service execution. Are Your Technicians Tech-Savvy?

Self Service 81

Self Service Conference Video Social Media 81

Eptica

OCTOBER 9, 2019

Date: Wednesday, October 9, 2019 Author: Pauline Ashenden - Marketing Manager National Customer Service Week 2019: The 3 key factors behind successful customer service. Published on: October 09, 2019. 79% of consumers that lose trust will leave a brand – with 49% doing it immediately.

Customer Service 60

Customer Service Self Service Contact Center Customer Centricity 60

Eptica

JANUARY 30, 2019

Date: Wednesday, January 30, 2019 Author: Anne-Claire Bellec - Marketing Director The 4 barriers to meaningful consumer conversations. Published on: January 30, 2019. Author: Anne-Claire Bellec - Marketing Director The reasons that consumers remain loyal to brands goes beyond factors such as product range and price.

Consumers 77

Consumers Self Service Social Media Brands 77

CSM Magazine

SEPTEMBER 18, 2019

And it is used daily all over the world to symbolise the shift towards a consumer focused, digital economy, where the dynamics between consumer and provider is equitable, transparent and fair. This Uberization effect has come to all services; where the customer comes first and real-time messaging is key. To register: [link].

Self Service 74

Self Service Retail Communication Consumers 74

Eptica

DECEMBER 5, 2018

Date: Wednesday, December 5, 2018 Author: Olivier Njamfa - CEO & Co-Founder The importance of trust to customer experience in 2019. Author: Olivier Njamfa - CEO & Co-Founder The balance of power between brands and consumers is shifting, with customers now wielding greater influence and control. Published on: December 05, 2018.

Customer Experience 77

Customer Experience Self Service Consumers Social Media 77

ShepHyken

APRIL 15, 2019

(Zingle) From Solving Problems to Saving Time — How Consumers Feel About ‘Bots’ vs Humans When it Comes to Customer Service. My Comment: Here is a great report on how customers are warming up to chatbots and robots versus a human-to-human customer service experience. by Anastasiia Khlystova. I think the future looks good!

Customer Service 86

Customer Service Self Service Chatbots Retail 86

Eptica

MAY 15, 2019

Date: Wednesday, May 15, 2019 Author: Pauline Ashenden - Marketing Manager Which sectors do consumers trust most for CX? Published on: May 15, 2019. Author: Pauline Ashenden - Marketing Manager If you don’t build consumer trust in your brand, you risk undermining customer loyalty and damaging sales revenue.

Consumers 66

Consumers Automotive Insurance Self Service 66

TechSee

JULY 31, 2019

billion in 2019 to USD 17.4 Today, the ubiquity of smartphone cameras ensures a constant stream of photos and videos and Computer Vision technology has become easily accessible, making it even more appealing to enterprise. As Computer Vision continues to mature, the applications of its technology seem almost endless. Healthcare.

Self Service 149

Self Service Automotive Healthcare Retail 149

SurveySparrow

SEPTEMBER 29, 2019

According to Forbes, ‘Improving revenues using BI is now the most popular objective enterprises are pursuing in 2019’. Here are our top ten picks for the best business intelligence tools for 2019. #1 The best part: The in-chip technology of the tool helps to quickly and seamlessly process your data, i.e ‘10x 2 Microstrategy.

Tools 73

Tools Self Service Analysis Analytics 73

TechSee

OCTOBER 31, 2018

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. TOBi to handle a range of customer service-type questions. “Alexa, launch Netflix!”.

Industry 100

Industry Telecommunications Trends Self Service 100

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Customer-facing AI technologies.

Technology 122

Technology Customer Service Contact Center Gamification 122

NICE inContact

JUNE 20, 2019

In our newly released business wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , we asked more than 900 contact center leaders how satisfied their own customers are with channel-specific experiences — across both agent-assisted and self-service methods of communication.

Chatbots 175

Chatbots Contact Center Self Service Social Media 175