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People now engage with multi-location brands across multiple channels. On the other end of the line are customer-facing teams who have to juggle all of these interactions while also attempting to do everything else. Interactions

Exploring Multiple Emotions During Contact Center Interactions

Experience Matters

In a previous post, I discussed results from a joint study that we conducted with Mattersight Personality Labs (MPL) to examine customer emotions within contact center interactions. MPL isolated the occurrence of four specific emotions: joy, anger, sadness, and fear in more than 118,000 calls across 11 large brands.


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Your Brand is Defined by the Sum of All Your Customer Interactions


It’s every interaction, human or otherwise, that you have with the brand. It’s focused on people interacting with people. Some employees interact directly with the customer. Then, some employees don’t have any interaction, but what they do behind the scenes impacts the customer’s experience. All of this is leading to the concept of your brand and its reputation. Your brand is the sum of all your customer interactions.”

Interactions Celebrates 15 Years


“When Interactions started out in 2004, a streamlined customer experience certainly wasn’t considered the business necessity that it is today. Michael Iacobucci, longstanding CEO of Interactions. Our forward-thinking approach to customer experience, combined with world-class research and development teams from early on, steered us onto a path to lead the way that brands and their customers communicate today. . About Interactions

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

Emotive CX for Customer Interaction

Martin Hill-Wilson

Something I wrote for Enghouse Interactive. If customer experience management is about anything, it could be described as a determined effort to follow through on the brand promise. Ideally, customer experience and brand promise are one.

Four Ways to Increase Meaningful Interactions with Your Customers

CSM Magazine

Investing in overall brand experience for customers is one of the most important aspects of any business. By building a happy, loyal customer base that makes brand interaction easy and enjoyable, businesses can ensure that they have the edge over competitors. With the rise of challenger brands, this has become particularly important for the utilities industry over recent years. Consumers are turning to brands which are hassle-free and easy to understand.

4 Things That Predict Customer Sentiment After Online Interactions with Brands


It’s no secret that customers are flocking to social media in droves to express their delight and disdain with the brands they buy. A key tool that cutting-edge CX practitioners use to measure their social media (SM) reputation is sentiment analysis. This indicates the relative positivity (or negativity) and strength of the attitude expressed in. View Article

5 Things Customers Expect from Customer Service Interactions


Brands leveraging the right data and analytics to deliver impactful customer experiences will rise to the top.” Here are five essential things customer expect from their customer service interactions—and what you can do to make sure they’re satisfied. Customer service is not supposed to be reactionary. According to Gannett CMO Andy Yost , “2018 will be the year of servicing consumer needs before they even arise.

5 Reasons Never to Miss SXSW Interactive

Experience Investigators by 360Connext

I’ve noticed a lot of blogs and articles and general gripes lately about why SXSW Interactive has jumped the shark. It’s fashionable to post emphatically about how there’s no appeal to the massive conference tackling digital and interactive trends each March. There are corporate sponsors like Miller Lite and McDonald’s taking over from independent brands with unique offerings.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

4 Things That Predict Customer Sentiment After Online Interactions with Brands


It’s no secret that customers are flocking to social media in droves to express their delight and disdain with the brands they buy. A key tool that cutting-edge CX practitioners use to measure their social media (SM) reputation is sentiment analysis. This indicates the relative positivity (or negativity) and strength of the attitude expressed in. View Article. General

How to Build Customer Trust One Interaction at a Time


Why customer trust is important for brand loyalty. Every interaction we have with our customer influences whether or not they will return. According to the customer quotient study, consumers value a brand with: openness, relevance, empathy, experience, and emotion. A brand’s performance on these measures predicts loyalty outcomes and is clearly correlated to profit (ROA) and revenue growth. Innovation – a brand must continue to develop & innovate.

Elevated Customer Experience Means Fast Action and Human Interaction

NICE inContact

Give Customers What They Want: Fast Action and Human Interaction. Brands should tune into their customer preferences to ensure they’re providing the best possible experience. This is a customer-centric world we live in, and they will not hesitate to switch brands due to a poor customer experience. The post Elevated Customer Experience Means Fast Action and Human Interaction appeared first on inContact Blog.

How to Survive the Avalanche of Customer Interactions with Automation


In that context, it is of paramount importance for companies to find new or better ways to deal with the massive amount of online interactions they’re now facing. So how can a Customer Interactions Management Platform come to the rescue? Definition of customer interactions management.

The Post-Covid CX Powered by AI

Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group

Adapting to a post-Covid world means recession-proofing your contact center with AI that reduces reliance on live agents with virtual agents that are always on, perfectly trained, and at a fraction of the cost. Most companies looking to ditch a "Press 1" experience struggle with where to start and how to infuse natural language into their existing technology stack. Join this webinar with TechStyle Fashion Group who recession-proofed their contact center with personalized and frictionless experiences to customers who prefer self-service. Also joining is SmartAction who manages the AI-powered CX for more than 100 brands.

Pokémon Go: How to Launch Experiences that Maximize Technology and Social Interaction

Michelli Experience

produced an announcement trailer about 8 months prior to release which prompted brand fans to wait and wonder. 3) Leverage technology and interactivity – While much has been promised from augmented-reality technology, Niantic delivered an emotionally engaging experience. Let me guess, you’d like your prospective customers to learn about your products or services WITHOUT you having to invest a bundle of money in marketing!

Create memories that tell your brand story

CX University

Marketing teams use it to get to know their customers, to personalise their brand reach and encourage brand loyalty. Ask five different people what customer experience means to their brand and you would probably get twice as many correct, but different answers.

NetBase Releases Interactive AI Battlebot


We’re elated to announce NetBase as the first sentiment analysis platform to offer the real-time, aggressive approach brands have been craving, with an interactive AI Battlebot that will knock your socks off. Sassy Segments are authors of online interactions that keep brand managers on their toes. And after extensive research, we’ve found that these segments respond to very well to an ‘in-kind’ response – one that brands have struggled to master thus far.

Segment Your Customer Interaction Strategies

Second to None

Customer service is a key contributor to an organization’s overall success due to the impact that each individual employee-to-consumer interaction will have on maintaining high retention rates. Brands are now responsible for managing more interaction channels than ever before, and poor service on any of these platforms can quickly change the way that customers perceive your organization. The post Segment Your Customer Interaction Strategies appeared first on Second To None.

Everyone Is Accountable and Responsible for a Great Customer Experience!

Speaker: Bryan Horn, Founder, CS Solutions

If you've ever called a bank, cable company, or organization that thinks it's "too big to fail", you've probably run the customer service gauntlet: you start off with a seemingly simple request, and you call the customer service line. Once the general service rep hands you off, you're transferred to every department known to man. Further and further down the rabbit hole you fall, and each time you're transferred, the waiting room music plays longer and longer, and the person at the end of the line knows less and less about you and your problems. After the call, you've probably popped a blood vessel. Join Bryan Horn, author of The Customer Service Revolution and founder of CS Solutions, and learn how to master the warm handoff. Bryan will teach how to develop a culture of accountability so that all members of the organization are equipped to handle customer concerns and offer quick resolutions.

Why Brand Perception Matters and How You Can Measure It


Business is built on customer relationships, and brand perception sets the tone. Companies, of course, want to cultivate a positive brand perception among their target consumers, but it’s a tricky goal. As Brandwatch points out , companies don’t control brand perception—consumers do. So how can companies monitor and understand consumer brand perception when they’re looking at it from inside the box? We’ll cover some tools and methods that help brands capture it.

Smartwatch Value Driver #3: Enable Bite-Size Interactions

Kerry Bodine

What works: As a playful way to place a lunch order, Chipotle’s “burrito button” exemplifies a prime example of a bite-size interaction—pun intended! Brands that want to create smartwatch value won’t just remind customers of items on their to-do lists. They’ll enable bite-size interactions that empower customers to actually get things done right from their wrists.

7 proven ways to measure brand equity


Get started today with our simple guide to measuring brand equity What is brand equity and why does it matter? The concept of brand equity takes advantage of this customer behavioral tendency to maximize profitable sales over time. Two broad approaches to measuring brand equity.

Improve Your Brand Image by… Losing Subscribers!?

Experience Investigators by 360Connext

Just because the customer is not happy in the current situation doesn’t mean they won’t be happy in any situation with your brand. Instead of being brand-obsessed and pointing out why the subscriber is making a mistake by unsubscribing, they respect her enough to know when her mind is made up. Many brands do a great job at showing their unique personality through marketing, and throughout the customer journey. Why One Bad Customer Interaction Could Haunt Your Brand.

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The Health of the Contact Center: Are You Ready for 2019?

Brands like Sephora are racking up accolades both in-store and online with corresponding benefits. center, showing that brands are willing to do—and spend—what it takes to create loyal customers. Many brands aren’t. Every day, contact center agents act as brand ambassadors during their hundreds, if not thousands, of customer. interactions. Yet, many brands still don’t value the people on the front line as critical assets of the customer experience.

How to Use Interactive Video for Self-Service Support


Interactive video takes things to the next level – by giving your customers a complete support experience in one. So how can interactive video fit into your self-service support offering? Self-service has become so commonplace that today that more than 90% of all consumers expect brands and organizations to offer a self-service customer support portal or FAQ knowledge base. This is where interactive video comes in. What’s the deal with interactive video?

How to Create a Brand Identity Your Customers Are Most Interested In

CX Journey

Coming up with a brand identity isn’t an easy task. You have to consider the message you want the world to take away from any interaction with your company, and you have to think about what your target audience cares about. Ideally, a strong brand identity will mesh both your needs and those of your customer. 77 percent of B2B marketers say that proper branding plays a big role in company growth. Does your brand identity tie into those wants?

Brands 230

3 Ways Customers are Tracking Brands (and Judging YOURS!)

Experience Investigators by 360Connext

Customers are tracking brands and how they how they interact with customers. And they’re giving their friends all the dirt they find on your brand! The post 3 Ways Customers are Tracking Brands (and Judging YOURS!) Blog Customer Engagement Customer Experience brand image customer engagement customer service feedback linkedin Social Media Twitter

Brands 181

Authentic Interactions Break the Internet

Think Customers

As consumer usage rapidly grows, brands are taking to social media to express their values, introduce products, and launch initiatives. Social media is the world’s largest platform for people to exchange, argue, and find humor in their opinions and interests. Facebook alone had 2.27 billion monthly active users in Q3 2018. That’s roughly a quarter of the world’s population. But where do businesses fit in?

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

brand equity. human-assisted customer service with full context from the self- service interaction. engagement hub which consolidates omnichannel interactions, knowledge, AI, analytics, and administration into one platform. for leading brands.

How Brands Cash In On March Madness

QuestionPro Audience

Brands know they have an opportunity to reach a large audience, and spend the month engaging consumers via social media and advertising. television audience watching at least six minutes of the tournament, it is a good bet for brands looking to reach a broad audience. Brands like Wendy’s, Buffalo Wild Wings and Powerade are utilizing the tournament by running promotions linked to March Madness. Audience Consumer Insights brands Consumer consumer insight march madness

Brands 176

Gain Workforce Optimization Tips from Top Brands

NICE inContact

Gaining insights into internal process improvement opportunities through interaction analytics tools. The post Gain Workforce Optimization Tips from Top Brands appeared first on NICE inContact Blog. Contact centers need to manage, engage and retain their contact centers’ most important resource—their people. Workforce optimization can provide the insights, analytics and clarity into productivity to build and keep an expert team.

Tips 150

How To Train Your Employees To Be Brand Ambassadors


When you’re looking for ways to improve your branding and reach with consumers, some of your most important assets are (literally) sitting right in front of you: your employee ambassadors. In some shape or form, all employees have interactions with customers, be it directly (sales and customer service reps) or indirectly (developers, fulfillment workers, and.

Customer Service Brand Ambassador


Customer Service Brand Ambassador. Here are some of the duties you would be responsible for in your role as a Customer Service Brand Ambassador: Positively impacting our customers’ experience while assisting them with entering orders and checking on or modifying order status.

Lessons From Leaders At Brands Where CX Is Working


It’s in the form of a dozen interviews with company leaders whose brands are excelling at the customer experience. At Clorox , Doug Milliken shares that their focus is on extending the product experience beyond the walls of the store and beyond interactions with the product itself. It empowers the brand team (and eventually the dealers). Mazda is reigniting its ‘why’ story and using it to help people get closer to the brand.

Brands 283

Customer Engagement Index Reveals How Customers Interact with Brands

CSM Magazine

Some surprising findings have been released from [24]7’s Customer Engagement Index, focused on better illustrating how customers today interact with brands. focusing on how each individual chooses to interact with brands to solve issues and answer their inquiries. That the website is still the most important asset a brand has, with 89% of consumers turning to the website within the first two channels, including 64% in the first channel.