Lithium

MARCH 7, 2023

TikTok, AI, and Influencers: a guide to 2023 social trends - Our guide to 2023 social trends offers insight into how social media will change this year. Listen to Lans Crauer, Khoros Senior Business Value Consultant, share how brands can unravel this customer service mess to help deliver a truly digital-first, omnichannel experience.

Self Service 52

Self Service Omni-Channel Social Media Roadmap 52

SurveySensum

JULY 24, 2023

And to deliver that brands are diving deep into customer feedback and advanced technologies and are focusing on creating personalized experiences, targeted promotions, and even mind-blowing VR and AR shopping experiences. And here’s the cool part: for retailers with complex products or services, self-service kiosks come to the rescue!

Retail 52

Retail Trends Self Service Customer Experience 52

Inbenta

NOVEMBER 9, 2021

The banking sector has also recognized the game-changing effects innovative technological disruptors like Artificial Intelligence (AI) can have and acted promptly to optimize their online and mobile banking models with customer interaction platforms. Covid-19 has accelerated the deployment of these technologies even further.

Chatbots 95

Chatbots Banking Customer Care Self Service 95

Inbenta

JANUARY 25, 2021

Luckily, technology keeps on adapting to help deliver tools that can make customer experience (CX) a truly seamless experience for companies and consumers. Teams working remotely need to learn new methods of providing effective customer service and experience from their homes. Omnichannel and seamless communication.

Trends 97

Trends Self Service Customer Experience Omni-Channel 97

Quadient

AUGUST 11, 2022

Many organizations are focusing on potential inflation, interest rates, and labor concerns as they build their plans for 2023. This isn’t limited to a specific report, as it is a fully interactive, self-service website that allows you to select your industry, region, and business size, while adding up to four specific use cases.

Customer Journeys 52

Customer Journeys Report Data Omni-Channel 52

NobelBiz

NOVEMBER 20, 2023

It’s not just about technology; it’s about redefining the landscape of efficient business communication. Read more about the NobelBiz self-service IVR system here. Explore the 2023 cost savings of VoIP with our article, “ Unveiling the Cost Savings of VOIP: A Comprehensive Analysis.”

System 103

System Communication Contact Center Self Service 103

Team Support

MAY 31, 2023

And while these times are tough, there are proactive technological solutions that can ease the burden of maintaining positive customer experiences during workplace challenges. Furthermore, chatbots offer omnichannel support, meaning that a chatbot can be available in more than just on your website.

Chatbots 98

Chatbots Customer Service Competitive Advantage Self Service 98

Gainsight

JULY 7, 2023

This is where Digital Customer Success and Gainsight’s brand new Digital CS package are changing the game: by providing a comprehensive set of interconnected technologies that allow organizations to successfully blend complementary and cohesive human and digital touchpoints around the customer’s digital journey. Who’s the DCS Package For?

Customer Success 52

Customer Success Self Service Touchpoint Customer Journeys 52

Solvvy

NOVEMBER 30, 2022

Since Zoom acquired Solvvy earlier this year, many people have asked me why Zoom, a company that is the gold standard for team collaboration and meetings, would look to bring Solvvy’s advanced conversational AI technology and team into its portfolio. Zoom Virtual Agent also goes well beyond self-service.

Virtual Agent 62

Virtual Agent Meeting Contact Center Chatbots 62

TechSee

SEPTEMBER 21, 2021

No longer are consumers watching news, entertainment, and sports over a limited number of channels at specifically scheduled times of the day. In 2010, there were 105 million customers with pay-TV; today eMarketer estimates that there are 74 million paying households and expects that number to drop another 10 million by 2023.

Self Service 41

Self Service Entertainment Advertising Return on Investment 41

NobelBiz

FEBRUARY 21, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

NobelBiz

FEBRUARY 15, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

ShepHyken

APRIL 3, 2023

Some rely too heavily on the new technology, some stay away with a concern about a poor CX, and some have found the perfect balance between technology and the live agent experience. This article uses Air Canada as a case study for properly using AI/automated/self-service support to deliver a better CX.

Self Service 9

Self Service Customer Service e-support Retail 9

AWS Machine Learning

NOVEMBER 15, 2023

An established financial services firm with over 140 years in business, Principal is a global investment management leader and serves more than 62 million customers around the world. They are processing data across channels, including recorded contact center interactions, emails, chat and other digital channels.

Financial 113

Financial Omni-Channel Groups Analytics 113

SurveySparrow

JULY 23, 2023

With its omnichannel support, businesses can engage with customers via multiple platforms, ensuring a seamless experience. It’s akin to a tireless assistant that never drops the ball on customer service. If the essence of customer service could be bottled up, it would probably be labeled ‘Zendesk.’

Customer Experience Management 52

Customer Experience Management Tools CEM Omni-Channel 52

CSM Magazine

FEBRUARY 28, 2023

With the emergence of self-service, the increased use of mobile devices, and remote work after the COVID-19 pandemic, coupled with noteworthy advancements in AI technology, customers have come to expect exceptional digital experiences like never before. As stated in NTT Ltd.’s

Self Service 52

Self Service Customer Service Management Customer Service Representative 52

Kustomer

JUNE 7, 2023

Transforming your customer service into a company-wide customer experience culture is essential to delivering a CX strategy that not only meets but exceeds expectations, creating life-long brand advocates. Embracing Digital Technology Embracing digital technology is key to creating the best experience for your customers.

Trends 84

Trends Self Service Customer Experience e-support 84

Gainsight

JUNE 14, 2023

DCS is a strategy to efficiently drive customer adoption, retention, and growth by providing a personalized user experience via omnichannel engagement. In addition, Digital Hub allows us to build future features that leverage the power of self-service content, Community, and more to drive value throughout the digital customer journey.

Self Service 52

Self Service Competitive Advantage Metrics User Experience 52

SmartKarrot

NOVEMBER 1, 2021

Organizations will start engaging customers through Omnichannel marketing strategies. It has also created an opportunity for omnichannel marketing programs. In today’s world, customers expect brands to engage with them through multiple channels. This number can grow to 40% by the year 2023. contact-form-7].

Customer Experience 11

Customer Experience B2B Chatbots Self Service 11

BirdEye

SEPTEMBER 26, 2023

AI in healthcare describes the application of artificial intelligence in the healthcare industry using technologies like machine learning, Natural language processing, Generative AI, and other AI programs. This was by using the technology to analyze a patient’s history, determine urgency, and find the best appointment slot with the data.

Healthcare 110

Healthcare Hospitality Social Media Wait Times 110

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey. One of the most impactful uses is how AI is transforming customer experience (CX).

Contact Center 75

Contact Center Management Effort Score Call Center 75

CSM Magazine

JUNE 12, 2020

Emergent technologies have forever changed traditional customer service support. Lampton look at the state of customer service in the digital age. Stakeholder considerations, new technologies, and shifting demographics are all influential factors to maximize both tangible and intangible benefits in the value chain.

Omni-Channel 52

Omni-Channel Customer Service Self Service Virtual Agent 52

Cyara

FEBRUARY 20, 2024

These could include: Customer expectations: As technology advances, customers will continue to expect more personalized, prompt, and effective communication experiences. Cyara provides organizations globally with the most comprehensive, end-to-end and omnichannel CX assurance offering. What Makes the Cyara Platform Unique?

Chatbots 76

Chatbots Self Service ROI Return on Investment 76

SurveySensum

JULY 20, 2023

Collect omnichannel feedback in real-time Identify touchpoints with the most friction with journey-based dashboards Identify top trends and sentiments from thousand of feedback text analysis in just a few minutes. Embrace innovation: Be open to incorporating innovative solutions, technologies, and strategies that align with customer demands.

Retail 52

Retail Feedback How To Self Service 52

CSM Magazine

NOVEMBER 3, 2022

The study, which was conducted among senior customer experience and technology leaders across several industries, looked to understand the trends, challenges, aspirations and expectations around customer experience. These findings come as Gartner anticipates a 25% increase in 2023 customer satisfaction scores among organizations that use AI.

Virtual Agent 52

Virtual Agent Telecommunications Contact Center Customer Experience 52

NobelBiz

OCTOBER 17, 2023

For call centers, ensuring that remote agents have access to consistent, reliable, and secure technology is of utmost importance. This change demands effective tech solutions that can maintain, if not elevate, the quality of service provided by agents working from various locations. Not all call centers have access to such expertise.

Call Center 59

Call Center Management Contact Center Contact Center Software 59

NobelBiz

MAY 24, 2021

Let’s break down both of these technologies and pinpoint their differences. What are the types of call center technologies? On-premise technology You wouldn’t change a winning team, would you? On-premise call center software is increasingly being installed to help provide better service and satisfaction to customers.

Contact Center 52

Contact Center Call Center Software Virtual Agent 52