Uniphore

JANUARY 21, 2022

What digital customers are seeing often isn’t pretty: complex processes, redundant steps and time-consuming resolution journeys. Advanced technology is making change possible. Consumer expectations today are higher than ever. This adds greater confidence and continuity in the healthcare consumer experience.

Healthcare 147

Healthcare Analytics Self Service Consumers 147

Integrate.ai

DECEMBER 16, 2019

trillion of business value by 2030 —but there’s a lot of work to be done first and adopting AI in a way that preserves customer privacy is critical if this new technology is to deliver on its promise. To seize the benefits of AI and make good on consumer trust, it’s critical to cross this trust gap. That’s why trust is so important.

Telecommunications 75

Telecommunications Industry Government Touchpoint 75

Natalie Petouhof

AUGUST 15, 2022

It’s the first step to integrating feedback and insight into customer and employee experiences. There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper.

Customer Experience 52

Customer Experience Self Service Contact Center Competitive Advantage 52

inmoment

JUNE 17, 2019

Brands are being inundated with talk about consumers’ increasing expectations when it comes to customer experience (CX). Brands can extract useful information from this research, but they may be missing out on the most valuable feedback. AI and other shiny new technologies are stealing brands’ attention (and dollars).

Trends 53

Trends Customer Experience Comparison Loyalty 53

Tricia Morris

AUGUST 11, 2015

But, according to leading consumer surveys, customer satisfaction ranks near the bottom of a cross-industry comparison. According to the American Customer Satisfaction Index (ACSI), a leading cross-industry consumer survey, citizen satisfaction with federal services overall is at an eight-year low , with satisfaction scores averaging 64.4

Government 40

Government Customer Service Self Service Customer Centricity 40

SmartKarrot

APRIL 22, 2022

B2B consumers, especially when dealing with SaaS products, have a lot of questions about the product/service. You can have inbound content such as informative blogs, e-books, white papers, etc. Customer service should solve not only customer grievances but also collect feedback. Emphasize providing quick resolution.

Customer Retention 10

Customer Retention B2B Strategy Rewards Programs 10

Comm100

FEBRUARY 7, 2018

Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content? Does the vendor have an existing and growing API system to best integrate with other technologies? Does the social media software vendor provide insight into consumer sentiment?

Software 103

Software Customer Engagement Engagement Social Media 103

Kustomer

APRIL 22, 2021

And you kind of pointed out a pre-sales interaction often found in technology companies that I feel like really alluded or highlighted this point. Like a lot of times the aha moment, you can’t really get that in a white paper, just looking through a website or whatever it is so requested demo. Kyle Coleman: (03:21).

B2B 96

B2B Sales B2C Software 96

SmartKarrot

JANUARY 7, 2022

Touchpoints from the customer journey Time instances Customer data technology. Here are five ways to master customer intelligence and align with the people, technology, and processes framework for better efficiency. With products rapidly improving, it is tough to keep track of all relevant feedback from customers.

Social Media 10

Social Media Competitive Advantage B2B Case Study 10

Esteban Kolsky

APRIL 7, 2015

Recently, Esteban Kolsky, Brian Vellmure and Krissy Espindola were summarized in a white paper from NICE based on their roundtable discussion on The Customer Journey: The Five Things You Need To Know Now. Will journey mapping a train ride make any sense when we get Star Trek transporter technology? Feedback Comes in Many Forms.

Customer Journeys 60

Customer Journeys Multi-Channel Net Promoter Score Metrics 60

Bold360

NOVEMBER 30, 2016

In other words, a customer or prospect may ask a question about a product via the company’s built-in chat function on its website or through third-party platforms like Facebook and Slack, where consumers are increasingly engaging brands. More on those features later. Why You Need a Chat Bot Strategy. Image via Facebook (Mark Zuckerberg).

Chatbots 40

Chatbots Strategy Self Service ROI 40

Kustomer

APRIL 30, 2020

Most organizations aren’t listening to the feedback their customers give them and it’s hurting their business. The next challenge for companies to develop punk CX is to keep evolving with their consumers. My, I describe myself as a lover of simplicity and the human touch with a really useful bit of technology thrown in.

Strategy 64

Strategy Customer Service Customer Experience Connections 64