Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Expanded omni-channel CSAT and NPS surveys. Editor’s note: Part one can be found here. Khoros Care.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40

SurveySparrow

APRIL 29, 2019

There is a fine line between following up with customers while the lead is warm, and pestering your customers with spammy emails and infinite surveys to find out what they think of your all-new spinach-flavored pizza topping (or something so bizarre that no one actually cares about). Being a bother is the last thing you’d want anyday.

Tools 75

Tools Feedback Survey Software 75

TechSee

OCTOBER 31, 2018

An innovative solution by AT&T is using AI to support its maintenance procedures: the company is testing a drone to expand its LTE network coverage and to utilize the analysis of video data captured by drones for tech support and infrastructure maintenance of its cell towers. Virtual Assistants .

Industry 100

Industry Telecommunications Trends Self Service 100

ShepHyken

SEPTEMBER 10, 2021

Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ). Speak to your customers in a conversational and personal tone. Use customer surveys to improve customer insight and offerings. . Expectation: Customers expect innovation.

Customer Experience 99

Customer Experience Self Service Advertising Customer Expectations 99

GetFeedback

DECEMBER 16, 2019

A good place to start would be training your servers on how to approach customers, how to strike casual conversations, answer the phones, and the questions they need to ask to know what areas you need to improve upon. So you need to innovate and keep up with emerging trends. Improve brand perception. Improve brand perception.

Feedback 195

Feedback Industry Social Media Wait Times 195

SurveySparrow

MAY 21, 2019

Employee feedback shouldn’t be the annual hogwash that you do once and forget about- if you agree, SurveySparrow ought to be your go-to survey software. With recurring surveys, lots of personalization, and closing the feedback loop approach, you’ll be hard-pressed to reason why not. Price: Starts at $19 a month.

Employee Engagement 75

Employee Engagement Software Engagement Culture 75

Avaya

JUNE 24, 2019

They want to be free of the technology refresh cycle to more quickly adapt and innovate. Some key innovations within this partnership include: Virtual Agents: Virtual assistant technology is a key driver of the global contact center software market’s projected CAGR of 22% between 2019 and 2024.

Contact Center 104

Contact Center Self Service Contact Center Software Virtual Agent 104

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. This feedback is the formal feedback gathered via surveys. Surveys may be collected in several ways, and they may measure different things.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Qualtrics

JANUARY 16, 2019

Below are 10 market research conferences that you should check out for 2019. Date: March 5-8, 2019. Speakers: Excited to have President Barack Obama coming for a moderated conversation at X4: The Experience Management Summit. Date: May 16-19, 2019. Date: April 23-25, 2019. Date: November 5-7, 2019.

Conference 28

Conference Marketing Case Study Analytics 28

TechSee

JANUARY 7, 2020

Acquisition costs far outweigh those of keeping current customers, further motivating companies to implement innovative strategies to boost customer retention in the telecom industry. Some survey their customers at various points along the journey, learning about any hiccups before they become full-blown crises that can affect retention.

Customer Retention 136

Customer Retention Industry Telecommunications Effort Score 136

Interactions

JUNE 13, 2019

Using results from a survey conducted by Aberdeen in April 2019, where 445 businesses were surveyed regarding their customer experience programs and best practices, we have compiled three data-driven takeaways about how IVAs can deliver ROI to your business. Increased revenue and decreased costs.

ROI 63

ROI Contact Center Chatbots Survey 63

Customer Bliss

JANUARY 17, 2019

As the banking industry continues to focus more on customer experience and innovation, I think this is a good conversation to have at the beginning of 2019. Customerville transforms customer experience surveys into rich, interactive experiences using its unique Design-driven Feedback platform.

Connections 190

Connections Company How To Chief Customer Officer 190

SurveySparrow

SEPTEMBER 15, 2019

It is highly likely you have been asked the famous question either through an NPS email survey or a widget, which is this-” How likely are you to recommend our product on a scale of 0 to 10?” You might have ignored some of these surveys too. But when you are the one sending out surveys, you want higher response rates.

NPS 40

NPS How To Survey Feedback 40

Eptica

FEBRUARY 6, 2019

Date: Wednesday, February 6, 2019 Author: Pauline Ashenden - Marketing Manager Why focusing on CX is key at times of change. Published on: February 06, 2019. That means going beyond traditional Voice of the Customer (VoC) surveys, which only provide part of the picture and can take too long to deliver valuable insights.

Automotive 73

Automotive Social Media Contact Center ROI 73

TechSee

JUNE 11, 2019

Conversely, when trying to improve NPS, agents would often spend additional time building relationships with their customers, driving up call durations. Recently, an innovative technology has emerged, transforming contact center operations and customer experience across a wide range of industries: Visual Assistance.

Self Service 117

Self Service Technology Customer Service Contact Center 117

AWS Machine Learning

MARCH 31, 2023

In a recent survey conducted with Kentucky citizens, more than 50% actually wanted help without speaking to someone,” says Drew Clark, Business Analyst and Project Manager at KYTC. Also, the introduction of federal REAL ID requirements in 2019 resulted in increased call volumes from drivers with questions.

Self Service 76

Self Service Virtual Agent Connections Contact Center 76

Eptica

JULY 17, 2019

Date: Wednesday, July 17, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Empowering agility through AI-based Voice of the Customer programs. Published on: July 17, 2019. Once categorization algorithms are built to support a conversation structure, they cannot be evolved without reworking them for every new data set.

Analytics 58

Analytics Social Media Retail Training 58

UJET

DECEMBER 10, 2020

NLP and ML are vital components in conversational AI (or Virtual Agents with human-like conversational skills). On the other hand, if your Virtual Agent doesn’t have advanced NLP and ML, their conversational capabilities will be limited. Virtual Agents aren’t a replacement for your human agents.

Virtual Agent 72

Virtual Agent Customer Service Self Service Average Handle Time 72

UJET

DECEMBER 10, 2020

NLP and ML are vital components in conversational AI (or Virtual Agents with human-like conversational skills). On the other hand, if your Virtual Agent doesn’t have advanced NLP and ML, their conversational capabilities will be limited. Virtual Agents aren’t a replacement for your human agents.

Virtual Agent 72

Virtual Agent Customer Service Self Service Average Handle Time 72

SurveySparrow

DECEMBER 23, 2020

Are you looking for QuestionPro alternatives for your online survey needs? The online survey software market has some great options for you to choose from. For businesses, the online survey has now become a crucial component of data gathering and analysis. . Businesses have plenty of use cases for survey tools like QuestionPro.

Survey 52

Survey Software Social Media Tools 52

SurveySensum

JULY 25, 2019

It’s 2019, CX is trending and becoming more important now than ever. Over and above, leaving an open-ended conversation can be quite problematic for brand success. Explore innovative ways to listen to your customers and know what they feel about your brand. Send Personalized Surveys. Listen to the customers constantly.

Feedback 74

Feedback Tips Net Promoter Score CEM 74

Eptica

OCTOBER 23, 2019

Date: Wednesday, October 23, 2019 Author: Olivier Njamfa - CEO & Co-Founder 5 ways CEOs can build truly customer-centric organizations. Published on: October 23, 2019. They face greater competition than ever before and need to innovate to successfully embrace digital technologies. Share this page on: Tweet.

Customer Centricity 50

Customer Centricity Touchpoint Customer Journeys Innovation 50

Eptica

MAY 6, 2020

On top of this, most traditional banks are having to fend off the threat from challenger and online-only banks which tend to be one step ahead in terms of digital innovation. Despite the restrictions of operating during lockdown, the situation is actually creating opportunities to increase innovation. In 2020, things improved slightly.

Banking 79

Banking Customer Service Social Media Self Service 79

Storyminers

JULY 6, 2020

In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Adrian Swinscoe. Barry Dalton. Bob Thompson.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Think Customers

OCTOBER 20, 2021

Customers still want in-person experiences; nearly half of respondents in a recent survey by Raydiant prefer physical experiences when given the choice. In the wake of several factors not limited to COVID-19, including the rise of ecommerce, research from UBS predicts that around 80,000 retail stores may shut down permanently by 2026.

Ecommerce 52

Ecommerce Retail Self Service Omni-Channel 52

Gainsight

JANUARY 31, 2022

Every year, Totaljobs performs a customer engagement survey via a third-party reviewer. What was surprising to them was that their survey scores were dropping. In mid-2019, this became the problem to solve. Additionally, they consulted with and surveyed customers about what excellent customer service might mean to them.

Customer Success 95

Customer Success e-support Advertising Survey 95

Qualtrics

MARCH 6, 2019

That requires a two-way conversation where frontline staff are able to drive customer-centricity. And that’s a real problem for organizations that desperately need innovation to stay one step ahead of competitors and continue to drive revenue. Analyzing live chat conversations. Most great employee ideas are left undiscovered.

Customer Experience 24

Customer Experience Competitive Advantage Call Center Social Media 24

Storyminers

JULY 6, 2020

In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Adrian Swinscoe. Barry Dalton. Bob Thompson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

CSM Magazine

DECEMBER 10, 2019

Forrester’s recent report states that 1 in 4 people working in CX are at risk of losing their jobs if the investment in their role can’t be justified with a demonstration of ROI (Predictions 2020: Customer Experience, Forrester, Oct 2019). Companies will increasingly tackle this by taking greater care in the way they engage with customers.

Net Promoter Score 52

Net Promoter Score Effort Score Customer Centricity Feedback 52

eGain Blogs

MAY 18, 2022

In a consumer survey we conducted during the pandemic, 57% of those surveyed reported getting different answers for the same question when they contacted a government agency through different channels and touchpoints. According to a Gartner report, poor customer experience (CX) is the biggest barrier to digital transformation success.

Self Service 90

Self Service Government Case Study ROI 90

Eptica

OCTOBER 31, 2018

Citizens expect the same level of innovation, high-quality experience and range of channels when engaging with a local council as interacting with an e-commerce retailer. The need for greater innovation and efficiency is driving major changes as public sector organizations adopt more digital-first structures and models.

Self Service 66

Self Service Customer Experience Social Media Chatbots 66

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. We believe these trends will occupy most brands’ efforts during 2019. You can embark on your own digital innovations, or those available from new channels, to make real-time promotions a possibility.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Grade.us

JULY 11, 2019

Not long ago, Google sent a bunch of business owners a survey which seemed to make it blatantly clear that they're trying to figure out the best way to monetize GMB. When Cori Graft of Seer Interactive and I had our conversation, we talked briefly about the possibility that Google will topple under its own weight. Response, Redux.

Brands 26

Brands Video Hotels Strategy 26

SurveySparrow

SEPTEMBER 8, 2021

This is where you need employee experience management software that can survey, analyze, and track what your employees feel about the organization and their work. . In the first step of assessing employee experience, employee dedicated surveys are customizable as per your business needs. Only conducting surveys is not enough.

Employee Experience 59

Employee Experience Software Management Employee Engagement 59

ProProfs Chat

DECEMBER 23, 2019

Maybe a couple of customer surveys. But it is not just about customer satisfaction surveys or getting to track the Net Promoter Score although both can be part of the overall equation. Even though brands will continue to drive product innovation, but the customer will sit at the head of the table. A few staff meetings.

Customer Centricity 96

Customer Centricity Customer Journeys Knowledge Base Effort Score 96

SurveySparrow

JUNE 26, 2021

Mobile App Surveys: Questions To Ask And Best Practices To Follow. They just need a well-crafted survey for that. And using a mobile app survey can do the job brilliantly. And to help you use mobile app surveys to their full potential, we’ll share the best survey questions and practices for these surveys.

Survey 52

Survey NPS Feedback User Experience 52

NetBase

JUNE 3, 2020

And the conversation for telehealth is huge. Google, Apple, Amazon, and Microsoft have all been working on telemedicine initiatives, which could be a clue to future integrated innovations for telehealth. You can peel back the layers here to discover what is taking up the conversation within each company.

Healthcare 64

Healthcare Insurance Trends Video 64