Experience Investigators by 360Connext

SEPTEMBER 19, 2023

Whether you’re new to customer experience management or a seasoned leader, it can feel challenging to know where to prioritize your time and resources, can’t it?! There is a lot of area to cover when designing better customer experiences. There are several common mistakes that I see CX teams make.

How To 248

How To Net Promoter Score Course Customer Journeys 248

Lumoa

NOVEMBER 21, 2023

In many companies, even though customer experience is regularly measured, data transformation becomes challenging for many reasons. But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis.

Analysis 208

Analysis Feedback Social Media Chatbots 208

Feedbackly

JANUARY 23, 2024

The idea of Customer Experience has always been present, even in the ancient past, when trade ties were built on good buyer-seller relationships. However, CX has evolved into a fully-fledged concept today, and its strategies have changed to suit the digital era. How will the CX landscape change this year?

Trends 52

Trends Customer Experience e-support ROI 52

Playvox

MARCH 19, 2024

Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). These “cutting-edge” technologies at the time helped managers better distribute and manage voice calls more efficiently. What Is Contact Center AI?

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

TechSee

MARCH 11, 2024

In this post, we will provide some core concepts you will need to understand the Conversational AI landscape better and, ideally, find the right Conversational AI for CX partner for your particular needs. Chatbots are typically rule-based systems that follow predefined scripts to interact with customers.

Chatbots 124

Chatbots Self Service Culture Virtual Agent 124

Uniphore

JUNE 10, 2021

When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. Our solution: educate centers on the power of automation and empower agents to use technology to their advantage. We also learned where automation can make the biggest impact.

Call Center 246

Call Center Self Service Contact Center Case Study 246

Comm100

FEBRUARY 21, 2023

There’s no question that the use of AI in customer service is on the rise. It’s estimated that by 2026, 1 in 10 agent interactions will be automated , saving $80 billion in labor costs. This blog will reveal why more and more organizations are adopting AI by highlighting the key benefits of AI in customer service.

Customer Service 166

Customer Service Chatbots Wait Times Industry 166

Kustomer

NOVEMBER 4, 2020

Customer experience (CX) is a determining factor in whether customers are loyal to a brand or not. Over 80% of companies who prioritize customer experience report an increase in revenue. So, how can businesses ensure their CX is up to scratch? Brands must stay on top of CX trends. The result?

Omni-Channel 140

Omni-Channel Customer Experience Chatbots e-support 140

Playvox

FEBRUARY 27, 2024

In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support. How do you keep your best employees engaged, motivated, and empowered? Every day employees make decisions and take actions that directly affect your workforce and business.

Engagement 73

Engagement Contact Center How To Employee Engagement 73

SurveySensum

NOVEMBER 8, 2023

Customer experience encompasses every interaction a customer has with a business. In today’s competitive­ and digital landscape, CX can either build or break a brand. A survey conducted by TELUS International revealed that 65% of customers anticipate­ some level of CX automation in their customer journey.

Customer Experience 52

Customer Experience Chatbots How To Effort Score 52

Playvox

FEBRUARY 6, 2024

Ask people to name three companies known for their customer-centric approach to business, and there’s a good chance some common names will surface: Nordstrom, Apple, Trader Joe’s, Patagonia, and others frequently come to mind. What do they have in common? What’s their secret?

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

Beyond Philosophy

MAY 15, 2023

People cut back on what they perceive as the ‘nice to haves’ like training and conferences, and many businesses would include Improvement in their customer experience on this list. How confident are you to deliver an excellent Customer experience (CX) in 2023 as we enter these turbulent times?

Customer Experience 78

Customer Experience Self Service Innovation Conference 78

Uniphore

JULY 23, 2021

Employee disengagement is rampant in contact centers. But it’s actually the everyday reality at the contact center, according to Gartner’s recent report “Rampant Employee Disengagement is Driving Turnover and Harming Customer Outcomes.” And when agent performance suffers, so does customer experience. Check it out!

Contact Center 246

Contact Center Call Center Social Media Employee Experience 246

ECXO

NOVEMBER 16, 2023

Article originally posted at: [link] How AI and GenAI Are Shaking the Status Quo in Customer Experience (CX) As you know, the potential for artificial intelligence and generative artificial intelligence (GenAI) to transform every part of customer experience, and everything surrounding us, is electrifying.

Customer Experience 65

Customer Experience Chatbots Self Service Touchpoint 65

Playvox

FEBRUARY 16, 2024

One of the most impactful uses is how AI is transforming customer experience (CX). 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.

Contact Center 75

Contact Center Management Effort Score Call Center 75

SurveySensum

NOVEMBER 23, 2023

This alone is enough to justify the need for digitizing customer experience. The landscape of digital customer interactions is expanding, offering businesses a multitude of touchpoints to engage with their clientele. The ability to track these interactions empowers businesses to craft more personalized and efficient experiences.

Customer Experience 52

Customer Experience e-support Strategy Customer Expectations 52

Comm100

MARCH 16, 2022

The gap between customer service in public and private sectors is vast. The top-performing private sector in the US boasts a customer satisfaction score of 8.3 All this makes providing the very best customer service in government no easy feat. Table of Contents: Chapter 1: Governments are taking CX seriously.

Government 191

Government Customer Service Chatbots Effort Score 191

Alida

JULY 4, 2018

Haste makes waste, as the saying goes, and that waste is often due to mistakes made in the rush to realize your customer experience strategy as soon as possible. While customer experience (CX) transformation is an urgent matter, a CX strategy without direction guarantees pitfalls. Mistake 3: No real vision.

Strategy 153

Strategy Customer Experience How To Employee Engagement 153

Comm100

NOVEMBER 23, 2022

The customer service world continues to develop, and each new year can mean a sea change in changing consumer expectations. As new customer service trends arrive, service that was once considered exemplary might no longer meet the growing customer demand. Chatbot growth continues.

Trends 206

Trends Customer Service Chatbots Omni-Channel 206

Retently

APRIL 5, 2024

What sets an exceptional retail customer experience apart? Because in a market brimming with choices, the way customers feel about your business can set you apart. A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations. Why does this matter so much?

Retail 78

Retail Engagement Strategy Customer Experience 78

Kustomer

JULY 28, 2022

In recent years, the idea of customer service has undergone a transformation. The modern customer has shrunk their attention span while raising expectations, all the while becoming quick to allow each and every experience to dictate their relationship with a brand. What Is Customer Experience?

Customer Experience 105

Customer Experience e-support Social Media Knowledge Base 105

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? How Workforce Optimization Works in a Contact Center The most valuable asset in a customer service organization or contact center is your workforce.

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

BlueOcean

APRIL 14, 2023

So with this concept in mind, we decided to approximate a podcast interview with ChatGPT on the latest episode of Deep CX. Amy Bennet, our intrepid host, wrote ChatGPT some probing questions about the customer experience, which generated some intriguing answers. First off, how will ChatGPT change the customer service industry?

Government 156

Government Customer Service Representative Technology Guidelines 156

ECXO

APRIL 29, 2024

posts header on ECXO The Eternal Search for the Silver Bullet in CX Let’s embark on a journey, a quest if you may, in the eternal search for the silver bullet in CX to solve all problems at once. Let’s see… In the beginning, there was the customer. And the customer was king. Far from it! Convenience is also key.

Chatbots 86

Chatbots Technology Innovation Interaction 86

Uniphore

JUNE 17, 2021

3 Ways to Boost FCR and Reduce Customer Churn With AI & RPA. Few KPIs have a bigger influence on the customer experience than First Call Resolution (FCR). When customers call in with an issue, they expect it to be solved then and there. In fact, 63% of customers churn after a bad experience.*.

Self Service 182

Self Service Call Center First Call Resolution Social Media 182

Playvox

MARCH 5, 2024

This definitely applies to customer needs and preferences, and contact centers are constantly striving to stay one step ahead of evolving customer requirements. A desire for instant-access self-service options is shifting how customers want to engage. One thing that’s certain is change.

Self Service 78

Self Service Management Contact Center Effort Score 78

SurveySparrow

SEPTEMBER 5, 2023

It is called chatbot customer experience. In this blog we will go through the meaning, importance, benefits and strategies to create exceptional chatbot CX. Before we go deep into that, we need to be clear about two things- What is a chatbot and why is it important for customer experience? What is a Chatbot?

Chatbots 52

Chatbots Customer Experience Travel Banking 52

Comm100

MAY 4, 2022

In this article, you’ll see why credit union digital transformation must be a priority and how credit unions can accelerate their digital transformation with the introduction of digital customer engagement software and tools. Current members are now much more comfortable with digital services than in the past.

Chatbots 189

Chatbots How To Omni-Channel e-support 189

TechSee

JUNE 10, 2021

It’s no secret that truck rolls are a necessary evil for the service industry. Absolutely, your customers aren’t happy to wait for service. Of course, in-person contact puts employees and customers at risk. Sure, they divert your workforce from more strategic tasks. . Yes, they cost a lot.

Self Service 207

Self Service Innovation Analytics Transportation 207

ShepHyken

MAY 27, 2022

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience.

How To 126

How To Call Center Employee Engagement Resources 126

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

TechSee

SEPTEMBER 29, 2020

However, these drastic measures are usually short term as they negatively affect CX and employee morale. Contact center leadership must think strategically and find sustainable call center cost reduction strategies that do not compromise the quality and efficiency of the brand’s service. Techniques to reduce call volume.

Call Center 196

Call Center Self Service Strategy Contact Center 196

Comm100

NOVEMBER 13, 2022

Brands of all industries are beginning to recognize the huge benefits that customer service chatbots can bring to their organization. 70% of customers either currently use or are interested in using chatbots for simple customer service enquiries. Customer service chatbots don’t just benefit the end consumer.

Chatbots 130

Chatbots Software Self Service Wait Times 130

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Comm100

JUNE 15, 2022

Digital customer engagement is always evolving. Just as live chat was a technological leap over telephone communication and is proving to be the most essential of all channels, chatbots are the latest technological milestone in customer support. Automate frequently asked questions to better use agent time.

Chatbots 197

Chatbots Industry Customer Service Wait Times 197

Method:CRM

MARCH 28, 2023

In 2023, customer experience is going to play a bigger role in businesses than ever before. To stay ahead of the curve and create a good customer experience, companies need a clear customer-centric strategy. This blog dives into some of the ways you can provide the best customer experience.

Customer Experience 52

Customer Experience Self Service How To Net Promoter Score 52