Bizagi

FEBRUARY 11, 2019

In a time when everyone wants, and expects, immediate answers to their questions, the pressure is on for businesses when it comes to customer engagement. Gartner predicts that by 2020 as much as 85% of all customer interactions will be handled and managed without humans. Engage with customers from the very beginning.

Customer Engagement 45

Customer Engagement Engagement Chatbots Customers 45

Bold360

APRIL 15, 2021

Branches will be open for business again, but the initial months of the pandemic served as a wake-up call about the need for FSIs to have digital-first customer engagement capabilities. Today’s customers fully expect the ability to choose from a menu of digital banking options. Give customers (self-service) options.

Self Service 52

Self Service Customer Engagement Engagement Knowledge Base 52

Bold360

JULY 27, 2020

At a basic level, customers are looking to the brands and businesses they interact with to get their needs met, but customer needs now extend far beyond just products and services. Use data to personalize customer interactions [and deploy the right content], which increases emotional resonance for CX.”.

Customer Engagement 52

Customer Engagement Engagement Touchpoint Customer Journeys 52

Bold360

APRIL 20, 2021

Providing an optimized customer experience (CX) requires understanding what customers need – what they’re looking for and how they’re looking for it – and then quickly responding to those needs. Well, 2020 was a crash course in recalibrating CX to respond to rapidly evolving customer needs. That data is gold.

Self Service 52

Self Service Omni-Channel Customer Engagement Tools 52

Kustomer

DECEMBER 29, 2020

I would say that 2020 has been unprecedented, but let’s face it — we all want to permanently retire that word. While we are literally counting down the seconds until the clock strikes midnight on January 1st, 2021, it goes without saying that there are some permanent lessons that can be learned from the hurdles we faced in 2020.

Self Service 105

Self Service CRM Consumers Chatbots 105

Totango

JULY 31, 2020

As virtual teams and remote engagement become the norm for Customer Success teams, staying on top of customer needs and expectations is becoming more challenging. Yesterday, Totango hosted our third CXO series event for Customer Success executives. Consider implementing a “group hug” for the customer.

Engagement 105

Engagement Strategy Customer Success Sales 105

Beyond the Arc

JANUARY 16, 2020

2020 — for many of us, it sounds like science fiction. Is your business ready for the new demands and opportunities that are reshaping customer experience? The post 3 Top trends impacting customer experience in 2020 appeared first on Blog @beyondthearc.com. Yet the future is Now. That’s what we keep an eye on.

Trends 80

Trends Customer Experience Customers Employee Engagement 80

Totango

MAY 5, 2020

These businesses will be well-situated to speak to, lead, and ultimately retain customers through customer retention strategies in B2B like the following: Re-evaluate Current Digital Engagement Strategy Make Use of Key Engagement Metrics Personalize Communication Foster Lasting Relationships.

Customer Retention 62

Customer Retention B2B Strategy Multi-Channel 62

Totango

DECEMBER 3, 2020

Across the globe, 2020 has proven to be an incredibly transformative year, with the global pandemic changing how we work and interact with one another on a daily basis. Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry.

Report 64

Report Customer Success Net Promoter Score Roadmap 64

Integrity Solutions

DECEMBER 21, 2020

For most of us, 2020 is a year we’ll be glad to see in the rear-view mirror. While disruption is always rough when you’re going through it, as 2020 closes out, we can also reflect back on some of the silver linings and positive developments that came out of the year.

Sales 66

Sales Training Consulting Tips 66

Bold360

JANUARY 15, 2020

A new year is a new opportunity to prioritize how you want to evolve your customer experience (CX). To help narrow the field of possibilities, we sat down with someone who has a finger on the pulse of our customers and what they are looking to achieve in 2020, for episode 11 of CXNext Live. But it has to be thoughtful.

Chatbots 52

Chatbots Self Service Case Study Engagement 52

Integrity Solutions

MAY 12, 2020

Sales Enablement Strategy: 2020 vs. 2019. How do you translate those tools into a conversation that customers actually care about? The post Adapting Your Sales Enablement Strategy to 2020 Realities appeared first on Integrity Solutions. What a difference a few months makes.

Sales 123

Sales Strategy Tools Metrics 123

Comm100

AUGUST 31, 2021

Thankfully, with Comm100’s 2021 Live Chat Benchmark Report, analyzing 66 million live chats that passed through the Comm100 Platform in 2020, we can see: The key live chat benchmarks. In this blog, we’ll be looking at the benchmark data for four of the most important live chat stats, alongside the best practices to hit these benchmarks.

Wait Times 130

Wait Times Knowledge Base Chatbots Omni-Channel 130

Comm100

NOVEMBER 29, 2021

All of these pandemic repercussions will continue to reverberate across customer service teams and drive the major trends in the year to come, and likely far beyond. In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence.

Trends 221

Trends Customer Service Chatbots Omni-Channel 221

Team Support

MARCH 3, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn.

Customer Success 98

Customer Success B2B Customer relationships Customer Retention 98

Lumoa

SEPTEMBER 30, 2022

A great chatbot interaction can actually improve the way your customers see your brand 72% of the time. . But, even though the use of chatbots in the financial sector has increased by 200% since 2020 , the key to delivering a great experience is to balance both chatbots and human interactions. . Low Customer Engagement Levels.

Banking 236

Banking Customer Experience Self Service Financial 236

Comm100

NOVEMBER 29, 2021

All of these pandemic repercussions will continue to reverberate across customer service teams and drive the major trends in the year to come, and likely far beyond. In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence.

Trends 163

Trends Customer Service Chatbots Omni-Channel 163

CSM Practice

MAY 13, 2020

(Week of May 10, 2020). CSM Practice is now in its third week observing possible changes with the COVID-19’s effects on customer success management through our weekly survey. Our goal is to take the temperature of how Customer Success teams are impacted by the Coronavirus crisis. READ our Customer Success BLOG.

Customer Success 83

Customer Success Survey Customers Trends 83

Uniphore

NOVEMBER 2, 2021

As an example, in 2020, Zoom surpassed 350 million daily participants and had more than 450,000 business customers. 5 There’s no larger opportunity to dramatically impact your business than with all the outward-facing conversations happening across the enterprise – customer service, sales, and marketing.

Omni-Channel 100

Omni-Channel Video Contact Center Sales 100

Lithium

DECEMBER 17, 2020

We’re announcing our 2020 Autumn Launch to help our customers develop this important form of connection with their own customers. Our newest innovations will help brands improve their community management, team collaboration, and customer engagement processes. Some blog areas are limited to Khoros customers only.

Customer Journeys 52

Customer Journeys Guidelines Innovation Metrics 52

Lithium

DECEMBER 7, 2020

We’re announcing our 2020 Autumn Launch to help our customers develop this important form of connection with their own customers. Our newest innovations will help brands improve their community management, team collaboration, and customer engagement processes. Some blog areas are limited to Khoros customers only.

Customer Journeys 52

Customer Journeys Guidelines Innovation Metrics 52

SaleMove

MARCH 19, 2021

68% of people say checking, sending, and answering text messages is the activity that they’re most engaged with on their phones throughout the day. If you’re using SMS to reach customers today, what is their experience? The opportunities to engage your customers via SMS are endless!

Marketing 86

Marketing Social Media Financial Chatbots 86

Lithium

SEPTEMBER 29, 2022

For whatever reason, certain travelers are left on hold for hours, and for better or worse, these travelers are forced to use only a handful of support and engagement channels. Khoros is here to say that there’s much more to customer engagement in the travel industry than Twitter and outdated phone systems. A New Approach.

Hospitality 52

Hospitality Brands Travel Airlines 52

SaleMove

MARCH 5, 2021

2020 and social distancing fundamentally changed how customers interact with businesses. As the initial chaos of the pandemic gives way to a new reality, how can credit unions and banks meet the needs of customers while still delivering a superior customer experience? .

Banking 89

Banking Case Study Financial Video 89

Lithium

APRIL 4, 2023

If you haven't signed up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Sign up today !

Social Media 52

Social Media Metrics Brands Engagement 52

Upstream Works

JANUARY 16, 2020

This is the last in a series of blog posts examining key contact center trends for 2020, and the first three lead up to this broader theme of innovation driven by Artificial Intelligence (AI). To help get you on this path, here are three core applications of AI that are gaining traction in 2020. 24/7 Self-service. Conclusion.

Innovation 78

Innovation Self Service Customer Journeys Contact Center 78

Lithium

JANUARY 7, 2021

We’re taking this seriously and you can read more about how Khoros is handling COVID-19 in 's latest blog. We also created the new Group Hub, Tools for Crisis Management , that customers and partners can join. Want to share an engaging discussion you participated in last month? Atlas Blogs.

Roadmap 52

Roadmap Government Tips Groups 52

Totango

FEBRUARY 22, 2021

Brady would go on to lead the Patriots to 17 division titles, 13 AFC Championship Games, nine Super Bowl appearances, and six Super Bowl wins before transferring to the Tampa Bay Buccaneers in 2020 and leading that team to win its first Super Bowl title since 2003. Changing the Customer Success Game. Totango Sets New Records.

Customer Success 62

Customer Success Hospitality Sports Leadership 62

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. When you require extra effort from your customers, you risk turning them off the experience. This puts the onus on brands to provide a secure online environment for their customers.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Upstream Works

MAY 27, 2021

A key lesson learned from 2020 was validation for the cloud to support any deployment scenario. Another lesson learned from 2020 was how well agents could perform in this environment. Maintain agent engagement while working in isolation. During the pandemic, working from home (WFH) become a necessity for many businesses.

Contact Center 78

Contact Center Connections Fashion Omni-Channel 78

Talkdesk

MARCH 12, 2021

In this guest blog post, Gans Subramanian, founder and managing director at B-Trnsfrmd , shares five reasons that make Talkdesk his CCaaS solution of choice. Talkdesk can help you engage your customers across all channels and enable you to maintain high CSAT scores through excellent customer engagement.

Call Flow 91

Call Flow Contact Center Abandon Rate Omni-Channel 91

GetFeedback

SEPTEMBER 27, 2018

Due to developing technology, retailers are having to find ways to not only reach their potential and existing customers, but they must also figure out how different technology fits into their brands. Let’s take a look at some of the emerging technology that is dominating customer experience in retail. We can help.

Omni-Channel 170

Omni-Channel Retail Customer Experience Touchpoint 170

Lithium

JANUARY 4, 2022

2021 is already over, and we’re not even over 2020 yet. But as the year flew by, we learned a lot about customer engagement. Check out the four customer engagement trends you should be on the lookout for in 2022. Here is the latest on Atlas you should know about Some blog areas are limited to Khoros customers only.

Tips 52

Tips Guidelines Contact Center Groups 52

Comm100

JULY 20, 2021

Chatbots are also tools that increase efficiency and automation and positively impact customers’ perceptions of a brand. . Many companies run blogs due to their cost effectiveness , though by not interacting with those blog readers, they’re leaving valuable engagement opportunities on the table. For customers.

Chatbots 148

Chatbots Customer Service e-support Customers 148

Lithium

MARCH 16, 2020

We’re taking this seriously and you can read more about how Khoros is handling COVID-19 in 's latest blog. We also created the new Group Hub, Tools for Crisis Management , that customers and partners can join. Want to share an engaging discussion you participated in last month? Atlas Blogs.

Roadmap 52

Roadmap Government Tips Groups 52

Bold360

APRIL 28, 2021

2020 was a year for the record books. What can we learn from a year transformed by a global pandemic and the rapid shift to digital engagement? In fact, one business (and Bold360 customer) experienced a jump in customer satisfaction (CSAT) from 67% to 90%. Bottom Line: Future-Proof Engagement.

Customer Satisfaction 52

Customer Satisfaction Banking Chatbots Self Service 52

Experience Investigators by 360Connext

APRIL 21, 2015

But customers just want something that works for them. Some are predicting that by 2020, the B2B ecommerce market will be twice as large at the B2C market. This means if your organization is not focused on your customer’s real desires and needs, they will simply shop elsewhere with a click. In the B2B world, get ready.

B2B 110

B2B B2C Ecommerce Social Media 110