TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. She is a force to be reckoned with as a writer and speaker on customer experience.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

kommunicate

MARCH 31, 2023

Last Updated on March 31, 2023 Customer support is the backbone of any successful business, as it directly impacts customer satisfaction, loyalty, and retention. In today’s digital age, most of the communication happens virtually. This can vary from effective communication [.]

Course 98

Course Customer Satisfaction Loyalty Communication 98

ShepHyken

DECEMBER 28, 2022

Instead, I like setting and resetting my goals for the year, and in my world, those goals focus on delivering an amazing customer service experience. Here are 23 ways to help you and your teams provide an amazing customer experience in 2023. . Customers want to work with people who “know their stuff.” . 5 again. .

Fashion 130

Fashion Guidelines Policies Customer Service Training 130

CSM Magazine

SEPTEMBER 4, 2023

Let’s cut through the noise and get straight to what’s hot in tech today: customer communication. If you’re thinking about how to interact with your audience in 2023, you need to understand that the rule-book has been rewritten. That’s not just convenience; that’s customer nirvana.

Communication 52

Communication Innovation Chatbots Video 52

Upstream Works

JANUARY 20, 2023

These may seem like unrelated events, but they all have a role to play in defining the state of customer service in 2023 and will have implications for contact centers. There are two main lenses through which these factors must be filtered: customer experience (CX) and agent experience (AX).

Trends 78

Trends Contact Center Consumers Technology 78

BirdEye

SEPTEMBER 21, 2023

We are thrilled to announce that Birdeye has been recognized as the #1 solution in G2’s Fall 2023 Online Reputation Management Grid® Report. This accomplishment is a testament to our team’s hard work and dedication and also a reflection of the positive experiences and trust customers have in Birdeye.

Report 110

Report Management Comparison Feedback 110

Optimove

DECEMBER 21, 2023

Re-engage your churned customers with this guide Download Now Why it Matters: Marketing fatigue happens when consumers feel overwhelmed by generic and irrelevant messages. It can cause customer alienation, diminished loyalty, and reduced trust and lead to negative brand perception, wasted resources, and lower return on investment.

Consumers 64

Consumers Survey Brands Marketing 64

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

Self Service 60

Self Service Trends Customer Service Chatbots 60

Upstream Works

DECEMBER 20, 2022

In 2023, it will become table stakes. In 2023, AI should be at the top of the list for contact center leaders, as the earlier deployments during 2022 will be more mature now. AI applications can recognize these distractions and supress them so agents can better focus on their customers. To illustrate, here are three examples.

Virtual Agent 78

Virtual Agent Trends Self Service Customer Experience 78

BirdEye

NOVEMBER 10, 2023

Genesis Counseling Center faced this challenge head-on and embraced the power of AI for reputation management to manage its customer communications. A remarkable transformation in how they communicate and connect with their patients. Birdeye View is now available on demand! Birdeye Webchat helps accelerate connections.

Communication 58

Communication Chatbots Conference Customers 58

West Monroe

AUGUST 3, 2023

Forrester 2023 Digital Transformation Services Landscape Report recognizes West Monroe among notable vendors in digital transformation services. This report recognizes a list of notable providers, serving as a valuable resource for executives and transformation leaders to better understand different digital transformation service providers.

Report 52

Report Trends Culture Resources 52

CSM Magazine

JANUARY 17, 2024

In 2023, HubSpot Blog conducted a study entitled The State of Video Marketing in 2023. From the audience perspective, customers use it to keep updated about the latest products, brands and deals. This communication format gained huge traction following the COVID-19 pandemic where remote working became the need of the hour.

Video 52

Video Communication Training Social Media 52

Magellan Solutions

JULY 21, 2023

Companies are becoming mindful of the potential of outsourcing services for small businesses in 2023. The top 10 outsourcing trends for 2023 are crucial for businesses to stay ahead. Explore the top ten outsourcing trends for 2023 with us. 4) Robotic Process Automation (RPA) RPA emerges as a crucial trend for 2023.

Trends 94

Trends Healthcare Innovation Analytics 94

InMoment XI

FEBRUARY 7, 2024

According to a recent report, 81% of consumers plan to travel the same amount or more in 2024, compared to 2023. It’s a common struggle to effectively analyze this data, and then leverage it to optimize their customer experience (CX) efforts. Hotel customers are no exception. This is where integrated CX comes into play.

Hotels 260

Hotels Guest Experience Travel Chatbots 260

Comm100

SEPTEMBER 14, 2022

Thanks to the prevalence of digital communications, the ways that colleges and universities have traditionally communicated are now foreign to many students. To break down this barrier to engagement, schools must introduce instant digital communication, and the only channel that can provide this is live chat.

Chatbots 130

Chatbots How To Social Media Omni-Channel 130

NobelBiz

NOVEMBER 20, 2023

In an era defined by digital communication, mastering the art of business calls is non-negotiable. Welcome to the definitive guide on setting up a Virtual Phone System (VPS) – your ticket to seamless, efficient, and customer-centric communication.

System 103

System Communication Contact Center Self Service 103

Upstream Works

JANUARY 31, 2023

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX). CX must always remain the primary focus for the contact center –this recent blog post identified two 2023 trends that will have a major impact on CX.

Trends 78

Trends Contact Center Customer Journeys Touchpoint 78

Comm100

MAY 23, 2023

Wherever you look, automation is popping up across customer service teams as organizations look to improve efficiency, reduce support costs, and scale their business. While we read about the many benefits of automation in customer service, it can be difficult to know how exactly to introduce this into your own organization.

Examples 178

Examples Customer Service Chatbots Knowledge Base 178

Forrester's Customer Insights

NOVEMBER 8, 2022

Data and analytics teams are in for a bumpy ride in 2023. Those that can configure their content and communications best will outperform (and outlast) their competitors in the long run.

Communication 49

Communication Analytics Data Analysis 49

BirdEye

JULY 24, 2023

Barclays has shown that 85% of small and medium-sized businesses say online customer feedback has benefited them. All these prove why businesses need to focus more on customer feedback analysis to unlock more opportunities. Table of contents What is customer feedback analysis? Why is it important to analyze customer feedback?

Analysis 98

Analysis Feedback Social Media Net Promoter Score 98

SurveySparrow

JULY 23, 2023

Once upon a time, businesses believed that the best way to win customers was through the quality of their products or the competitiveness of their prices. But as we journey through 2023, a different tale is being written. In this story, the hero is the customer, and the quest is for an exceptional customer experience (CX).

Trends 52

Trends Self Service Customer Experience Omni-Channel 52

ChurnZero

JUNE 14, 2023

How should I wrangle a constricted company budget to outlast 2023? For subscription businesses, the focus is clear: retaining customers. Older research from Fred Reichheld of Bain & Company showed that, in financial services, “a 5% increase in customer retention produces more than a 25% increase in profit.”

Customer Success 52

Customer Success Competitive Advantage Roadmap Customer Voice 52

InMoment XI

JANUARY 4, 2024

It can be argued that the customer experience is more important in retail than any other industry. The retail customer experience is also a complex one. In order to master the retail customer experience, you first need to understand the whats, the whys, and the hows. What is the Retail Customer Experience?

Retail 260

Retail Customer Experience Effort Score Social Media 260

BirdEye

MAY 26, 2023

Secure messaging HIPAA compliance entails that patient scheduling software must also offer secure messaging to enable communication between patients and relevant institutions. To comply with this, use appointment scheduling software that offers certain security features like encrypted communications.

Software 98

Software Healthcare Guidelines Insurance 98

InMoment XI

MARCH 25, 2024

Organizations should take a closer look at predictive analytics examples to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. Improve customer lifetime value. Reduce customer churn.

Analytics 260

Analytics Examples Customer Experience Effort Score 260

Adrian Swinscoe

FEBRUARY 20, 2024

Today’s interview is with the winner of the MyCustomer 2023 CX Leader of the Year competition: Roxie Strohmenger, GSO – VP, CX Strategy at UKG (Ultimate […] The post Leadership lessons from the winner of the 2023 CX Leader of the Year – Interview with Roxie Strohmenger of UKG first appeared on Adrian Swinscoe.

Leadership 64

Leadership Strategy Employee Engagement Customer Journeys 64

ThriveableBiz

APRIL 11, 2023

Here we offer a countdown of 23 actions you can take to navigate through 2023. But let’s throw to the great business guru Peter Drucker who said “there is only one purpose for a business and that is to create a customer … the foundation of the business and keeps it in business. So, let's get into our top 23 tips for small business.

Tips 98

Tips Advertising Touchpoint Social Media 98

CSM Magazine

MARCH 14, 2023

Even the best product or service may fail to satisfy if your customer service is poor. Because of that, you not only lose out on repeat clients but also lose your potential influencers — a satisfied customer directly influences the purchase decision of the family, friends, peers, and community.

Knowledge Base 52

Knowledge Base Customer Satisfaction Communication Customers 52

Lithium

JULY 24, 2023

In today's dynamic online community landscape, staying informed about the latest trends, challenges, and best practices is crucial for community leaders who seek lasting success. This report is a goldmine of tactics and strategies to enhance your strategic community planning and ensure your online community remains effective.

Report 52

Report Management Trends Leadership 52

BirdEye

JUNE 22, 2023

Your business wouldn’t exist if it weren’t for your customers. But not all customers are the same. Each customer you target comes with unique temperaments, making a one-size-fits-all approach ineffective. And that is why it is important to understand the different types of customers before designing a marketing strategy.

Case Study 98

Case Study Social Media Loyalty Brands 98

Optimove

MAY 29, 2023

9 Marketing Practices That Need to Die in 2023 To break through the clutter, these are the things marketers absolutely must stop doing in 2023: Not using data. Not using your customer data is the equivalent of neglecting this kind of knowledge. Using static customer journeys. The same goes for your marketing efforts.

Marketing 52

Marketing Customer Journeys Consumers CRM 52

Gainsight

MAY 17, 2023

Pulse 2023 opened today, and with it, the community of thousands of Customer Success (CS), Product, and Community professionals set in motion the next era of our industry: Digital Customer Success (DCS). It’s about helping your customers understand how your company is evolving.”

Customer Success 52

Customer Success Self Service Conference Resources 52

Comm100

JANUARY 29, 2024

Surge in chat volume per agent Reflecting a notable shift in customer service behavior, there’s been a substantial increase in the average number of chats handled by each agent in 2023. This trend highlights live chat’s growing prominence as a preferred communication tool.

Wait Times 130

Wait Times Report Trends Analysis 130

CSM Magazine

NOVEMBER 6, 2023

Next, we will provide a short guide on how to choose the best Polish live casino 2023. They communicate with each other, place bets, and actively participate in the game. Trustworthiness and Licensing in Poland 2023 The gambling business is regulated on the state’s territory by the Gambling Law No. That’s just one click away.

Entertainment 52

Entertainment How To Banking Trends 52