ShepHyken

APRIL 23, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Secret To Superior Customer Experience by Denise Lee Yohn. Forbes) It’s no surprise that greater employee engagement leads to better customer experience (CX). CustomerThink) Are you a list maker?

Customer Service 79

Customer Service Employee Engagement Study Conference 79

Call Experts

JANUARY 29, 2020

Partner with an experienced contact center to track and optimize your customer journey. Analyze your customer journey. In the modern professional landscape, how you support your new and existing customer base sets you apart from your competition. How to Provide Personalized Customer Service. Summer HR Conferences.

Customer Experience 78

Customer Experience Customer Journeys Contact Center Call Center 78

Team HGS

AUGUST 22, 2017

HGS Webinar: Reinventing the Customer Service Model Using Bots&Brains™. Q1: Do any of your clients have more digital interaction than voice today? This client is seeing that 70% of interactions are digital and only 30% are phone calls. Lauren: Great question! Yes, we are finally nearing the tipping point.

Customer Service 52

Customer Service Chief Customer Officer Average Handle Time Social Media 52

ShepHyken

MAY 3, 2017

I recently spoke at a conference. To begin, there are two main ways the phone call could be answered: live or by an Interactive Voice Response system, also known as IVR. Not all Interactive Voice Response systems are created equal. The first impression of that interaction is ruined. Now, that’s a nice gift!).

Interaction 92

Interaction Conference System Customer Service Training 92

Talkdesk

JANUARY 10, 2017

Microsoft declared “ bots are the new apps ” at the BUILD developers conference. Twitter unveiled new Welcome Messages and Quick Replies that can interact with customers automatically and direct their inquiries automatically. Computer programs are the new customer support agents, the news is everywhere.

Chatbots 40

Chatbots Hotels Contact Center Conference 40

CSM Magazine

NOVEMBER 12, 2015

At the beginning of my stint with this client, we held a “Pet Peeve Conference” to address the “pet peeves” of the owners, management, department heads and employees. This was an all day conference where solutions were developed to remove the need for internal personnel to be “peeved. About the Author.

Leadership 40

Leadership Conference Customer Retention Insurance 40

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? Tools and technology are essential, but they can’t replace the human element.”.

Contact Center 40

Contact Center Customer Journeys Net Promoter Score Conference 40

Martin Hill-Wilson

JANUARY 29, 2016

The first is Interaction Analytics which provides credible evidence of what goes on day in day out. Its range of application is impressive – 100% compliance management, advisor dashboards for self development, a key input to Voice of the Customer initiatives and customer journey mapping. Self Service.

Omni-Channel 40

Omni-Channel Roadmap Self Service Customer Journeys 40

Martin Hill-Wilson

FEBRUARY 16, 2016

In some cases they might even disrupt how certain services are bought and the strategic alliances that support them. As a final point, maybe the most impressive in fact, is that Hyatt can use their Virtual Assistants to start a conversation with customers. The customer feedback says it’s a win win. And keep turning up.

Self Service 40

Self Service Omni-Channel Strategy Roadmap 40

ClientSuccess

NOVEMBER 14, 2019

Many customer success conferences take place annually around the world. These conferences offer wonderful opportunities for connecting with individuals in the industry and deepening your professional connections. The hard part is deciding which conferences are actually worth attending. Smart Customer Service.

Conference 40

Conference Customer Success Hotels Innovation 40

ClientSuccess

NOVEMBER 14, 2019

Many customer success conferences take place annually around the world. These conferences offer wonderful opportunities for connecting with individuals in the industry and deepening your professional connections. The hard part is deciding which conferences are actually worth attending. Smart Customer Service.

Conference 40

Conference Customer Success Hotels Customer Centricity 40

ShepHyken

MARCH 6, 2020

She writes about how one negative interaction can affect the customer’s overall experience. At a time when every customer counts, we must never forget how our customers see us. One single negative contact can ruin your reputation in the eyes of not only that one customer but also everyone he or she knows.

Customer Service 122

Customer Service Hotels Tips Conference 122

Martin Hill-Wilson

JUNE 8, 2015

I’m going to cover three main topics: Multi-channel customer experience. Social customer service. Customer hubs. These stories counterbalance the highly leveraged rhetoric used to attract us in the form of latest business book best sellers and conference agendas that drip with zeitgeist topics.

Omni-Channel 40

Omni-Channel Multi-Channel Self Service Insurance 40

ShepHyken

MARCH 6, 2020

She writes about how one negative interaction can affect the customer’s overall experience. At a time when every customer counts, we must never forget how our customers see us. One single negative contact can ruin your reputation in the eyes of not only that one customer but also everyone he or she knows.

Customer Service 62

Customer Service Hotels Tips Conference 62

inmoment

MARCH 9, 2020

Leiter is chairman of Leiter & Company, a strategy consulting and investment firm, and a distinguished strategy fellow at The Conference Board. He is author of the book, Crafting Strategy in an Accelerating World. The future will demand even more customer self-sufficiency in an environment of greater complexity.

Customer Experience 52

Customer Experience Self Service Hotels Leadership 52