ijgolding

JULY 18, 2018

During the last ten years, I have attended many Customer Experience (CX) events around the globe. In the early part of that decade, I would always leave conferences with at least one ‘nugget’ of inspiration. As the decade moved on, the search for ‘gold’ has become tougher and tougher.

Self Service 123

Self Service Customer Service Customer Experience Groups 123

Think Customers

FEBRUARY 11, 2020

At its core, excellent customer support is about making your customers feel understood and appreciated by your business. The last 13 I’ve been in the customer service department and I like to say that I’ve never had the same day twice. So clearly our customers want it to be faster and easier. And we introduced a chatbot.

Customer Care 52

Customer Care Self Service Contact Center B2C 52

Kustomer

OCTOBER 22, 2020

to learn about the modern customer experience, and have some fun in the process. After Kustomer NOW, attendees were sure to know what’s new, what’s to come, and what’s actually working in the world of customer experience. Read on for our recap of Kustomer NOW, the modern customer experience summit. said Birnbaum. “So

Conference 96

Conference Self Service Sports CRM 96

BlueOcean

MARCH 3, 2020

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Customer Service Team of the Year” category at the 14th annual Stevie Awards for Sales & Customer Service. They consistently deliver a best-in-class customer experience that produces brand loyalty for our client.

Contact Center 156

Contact Center Insurance Conference Customer Care 156

GlowTouch

SEPTEMBER 6, 2019

GlowTouch to Attend Women’s Business Enterprise Strategic Conference in Tucson, AZ in September. The “Strategic Procurement Opportunity Conference” takes place September 10-12 and offers targeted networking and collaborative strategy sessions. GlowTouch has deep expertise in customer care and technical support.

Conference 40

Conference Contact Center First Call Resolution Return on Investment 40

BlueOcean

FEBRUARY 25, 2019

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie Award ® in the “Customer Service Team of the Year – Recovery Situation” category in the 13th annual Stevie Awards for Customer Service. Our Pro Ops team members are true all-stars to Blue Ocean, to our client, and to our client’s customer.

Customer Service 136

Customer Service Effort Score Contact Center Insurance 136

Interactions

JULY 10, 2019

Formerly known as Contact Center Week , the appropriately rebranded Customer Contact Week lived up to its name by putting customers and the customer experience at the forefront of every discussion this year. A main theme of innovation and technology was woven throughout each presentation. Consistency. Reduce friction.

Customer Experience 59

Customer Experience Conference Customer Care Contact Center 59

CSM Magazine

JUNE 22, 2018

WBR has announced the full agenda and speaker lineup for Field Service Amelia Island, a three-day conference that brings together some the world’s leading cross-industry service, support, and customer care leaders to share insights and best practices for building world-class service and support operations.

Conference 40

Conference Case Study Healthcare Study 40

Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

Communication 222

Communication Chief Customer Officer Customer Care Customer Success 222

Interactions

MARCH 28, 2019

Customer experience is more important than ever. Modern customers dictate why, when, and how they would like to engage with a brand, and companies are looking for innovative ways to elevate their experience. Naturally, they are exploring the potential of conversational AI and its promise of transforming the customer experience.

Customer Engagement 63

Customer Engagement Self Service Engagement Contact Center 63

Kustomer

OCTOBER 22, 2020

to learn about the modern customer experience, and have some fun in the process. After Kustomer NOW, attendees were sure to know what’s new, what’s to come, and what’s actually working in the world of customer experience. Read on for our recap of Kustomer NOW, the modern customer experience summit. said Birnbaum. “So

Conference 52

Conference Self Service Sports CRM 52

NICE inContact

MAY 12, 2017

Market Report and Executive Forum: How Cloud is Changing the Contact Center Market This opening double-session of the contact center track focused on how the topic of customer journey is being replaced by discussion of digital transformation. Is Cloud Contact Center the New Normal?

Contact Center 120

Contact Center Connections Conference Case Study 120

Interactions

FEBRUARY 18, 2021

Improved artificial intelligence (AI) technologies along with the widespread availability of capable devices has led to a recent surge in speech-driven conversational systems that allow users to interact with virtual agents. ” in 2018 IEEE Spoken Language Technology Workshop (SLT) , 2018. [2] 1] Price, R., 2] Chen, Y.P.,

Conference 71

Conference Virtual Agent System Resources 71

BlueOcean

MARCH 1, 2017

Canadian Contact Center Recognized Alongside Top International Sales and Customer Service Organizations at Las Vegas Award Ceremony. The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development and sales professionals. about-us/recognition/.

Contact Center 120

Contact Center Sales Customer Service Call Center 120

Think Customers

JULY 2, 2019

Customer Contact Week—a conference focused on customer experience and customer care technology and trends—recently celebrated its 20th anniversary in Las Vegas. So, how has the customer experience evolved in the past two decades? Overcome CX transformatio.

Contact Center 49

Contact Center Conference Customer Care Trends 49

Call Experts

FEBRUARY 12, 2020

Three primary trends are driving the customer care industry: diversified cloud-based solutions. AI-powered technology that addresses the needs of a changing workforce. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape.

Contact Center 69

Contact Center Trends Call Center Customer Journeys 69

Oracle

JULY 14, 2020

Shoppers can then use the Glympse platform to share their location when they’re on the way, and a geofence trigger alerts the retailer’s staff when the customer is about to arrive. The shift to work from anywhere has also spawned the explosion of virtual engagement technologies. Work from anywhere. Virtual engagement.

Trends 111

Trends Customer Experience Wireless Consumers 111

Natalie Petouhof

JUNE 9, 2016

With the partnering of Lithium Technologies and Microsoft Dynamics, we will see yet a new and more extensive version of intelligent customer engagements. The partnership includes Microsoft Dynamics and Lithium’s community data, social customer intelligence and analytics. Depends on what you consider social CRM to be.

Technology 40

Technology CRM Conference Strategy 40

GlowTouch

APRIL 28, 2022

The center also houses several conference rooms, smaller meeting rooms, and training classrooms and integrates state-of-the-art technology and Contact-Center-as-a-Service (CCaaS) applications. An inviting office atmosphere is conducive to providing the high-quality customer care that our clients expect.”

Contact Center 52

Contact Center Transportation Omni-Channel Conference 52

Interactions

JUNE 27, 2019

We recently attended InsideARMS’s First Party Summit 2019, an inaugural conference tackling the unique challenges of first party collections, outsourcing, and customer care. Throughout the conference, there was an overarching theme of cautiousness wrapped in real optimism across the industry. You can see it everywhere.

Industry 54

Industry Conference Financial Insurance 54

ShepHyken

MARCH 20, 2017

Each week I read a number of customer service articles from various online resources. No More Nonpologies: Apologize to Customers Like You Mean It by Leslie O’Flahavan. Here are three tips for writing a heartfelt apology to a customer. Want to Build Customer Loyalty? Done wrong, you lose the customer permanently.

Customer Service 75

Customer Service Social Media Travel Loyalty 75

Think Customers

JULY 2, 2019

Customer Contact Week—a conference focused on customer experience and customer care technology and trends—recently celebrated its 20th anniversary in Las Vegas. So, how has the customer experience evolved in the past two decades? And Customer Contact Week was known as Call Center Week.

Contact Center 40

Contact Center Customer Journeys Net Promoter Score Conference 40

AWS Machine Learning

MARCH 25, 2024

Amazon Transcribe is an AWS service that allows customers to convert speech to text in either batch or streaming mode. It uses machine learning–powered automatic speech recognition (ASR), automatic language identification, and post-processing technologies. Applications must have valid credentials to sign API requests to AWS services.

Guidelines 79

Guidelines Resources Connections Communication 79

Chattermill

JULY 15, 2018

The Best Customer Experience (CX) Events You Can Still Go To This Year. Customer Experience. Conferences. The best customer experience events you can still go to in 2018. Customer Experience Innovation & Tech Fest. Customer Spark and Executive Summit. Customer Experience Manchester.

Customer Experience 40

Customer Experience Conference B2B Innovation 40

Call Experts

JANUARY 23, 2019

The primary goal of omnichannel is to boost customer visibility and revenue. Challenges and opportunities associated with omnichannel: One of the most significant issues for businesses is ensuring support for customers navigating the different channels in an omnichannel process. Customer disengagement will cost you more!

Omni-Channel 53

Omni-Channel Management Call Center Multi-Channel 53

Natalie Petouhof

SEPTEMBER 1, 2016

Tweet The phrase “customer service is the new marketing” has gained popularity with brands realizing that poor customer service takes current, and even potential customers, out of the marketing funnel. Customer care extends far beyond the traditional call center. How to Calculate Social Customer Care ROI.

ROI 45

ROI Social Media Airlines Customer Service 45

RapportBoost

OCTOBER 7, 2018

Oct 8, 2018 – RapportBoost , a Los Angeles based technology company that provides augmented intelligence solutions to contact centers using live chat for conversational selling , will lead 3 Interactive Discussion Group discussions focused on live chat agent training and feedback from 11:00 a.m. to 12:50 p.m. 10 – 11.

Groups 63

Groups Contact Center Multi-Channel Average Handle Time 63

CSM Magazine

AUGUST 22, 2019

The customer service department is too often referred to as “just a cost center”. As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. We all have at least one thing in common – we’re passionate about Customer care.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

Lithium

DECEMBER 6, 2022

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 ! True story.

Social Media 52

Social Media Roadmap Trends Hospitality 52

Call Experts

MARCH 1, 2019

Our trained experts specialize in customer service, order entry, HR call, sales, information technology, software development, and more. . A: Director of Customer Care. Customer disengagement will cost you more! 10 Trends That Will Disrupt Customer Service in 2018. Summer HR Conferences.

Call Center 40

Call Center Conference Contact Center Healthcare 40

ShepHyken

DECEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron.

Customer Service 71

Customer Service Airlines Call Center Case Study 71

Lithium

JUNE 11, 2019

We are excited to announce that we will again be offering three workshops at our CX Live Pre-Conference day on October 3 rd in Austin, Texas. Audience: The course is designed for community managers, executives or directors who manage them, or anyone who wants to gain a deeper understanding of the state of customer community management today.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

We are excited to announce that we will again be offering three workshops at our CX Live Pre-Conference day on October 3 rd in Austin, Texas. Audience: The course is designed for community managers, executives or directors who manage them, or anyone who wants to gain a deeper understanding of the state of customer community management today.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

We are excited to announce that we will again be offering three workshops at our CX Live Pre-Conference day on October 3 rd in Austin, Texas. Audience: The course is designed for community managers, executives or directors who manage them, or anyone who wants to gain a deeper understanding of the state of customer community management today.

Social Media 40

Social Media Case Study ROI Course 40

CSM Magazine

NOVEMBER 30, 2016

Due to the rapidly changing world in which we live, customer expectations continue to shift dramatically. Much of this change is being driven by the pervasiveness of technology, especially social media. When service and product providers are not available or cannot meet this expectation, customers simply go to a competitor who can.

Trends 40

Trends Customer Service Loyalty Programs Social Media 40

SurveySensum

APRIL 1, 2024

Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand. Why is Customer Trust Important for Startup Brands? Let’s get started!

Brands 52

Brands Case Study Social Media Feedback 52

RapportBoost

NOVEMBER 15, 2018

At Customer Contact Week in Austin last month, we noticed how the discussions surrounding chat training and onboarding stood out far more than in previous conferences. For starters, the emphasis for call centers and customer service teams to employ “omnichannel” solutions took center stage. By Tony Medrano and Scott Moberly.

Training 71

Training Call Center Telecommunications Exercises 71