Education Services Group

OCTOBER 27, 2020

TSIA’s conferences are always jam-packed with best-practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. Brad Davis, Digital Customer Success Manager. The TSIA Interact sessions I attended were all fantastic. Chae Stewart, Digital Customer Success Manager.

Interaction 52

Interaction Conference Customer Journeys Customer Success 52

Experience Investigators by 360Connext

MARCH 31, 2015

As some of you who follow this blog may know, I took the CXI® magnifying glass with me to South By Southwest Interactive this month to scout for customer-focused themes within the latest tech trends. Location-based apps were another year’s IT technology. The technology itself becomes secondary to the purpose.

Technology 110

Technology Customer Experience Social Media Trends 110

InMoment XI

MARCH 6, 2024

Customer-centric companies are 60% more profitable than companies that don’t focus on customers. For organizations of any size, managing CX can be a complex and challenging process that involves executive commitment, strategy, and integration of technology. It’s also about the way you treat your customers.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Team Support

MAY 1, 2020

Living in a world where remote work is now common, more companies are leveraging video technology than ever before to keep in touch internally and with customers. So, how can businesses make the most of video technology to improve their customer support and operations?

Video 71

Video Technology Groups Leadership 71

Eptica

FEBRUARY 22, 2017

Date: Wednesday, February 22, 2017 Building a strong customer-focused service culture. All customers today want fast, accurate and comprehensive service, but increasingly they require more – they want to have meaningful conversations that engage them with the brand. Published on: February 22, 2017. Monitoring VI.

Culture 55

Culture Customer Focused Knowledge Base Effort Score 55

Integrate.ai

APRIL 1, 2020

Customer analytics technology enables companies to turn customer data into meaningful insights about how consumers engage with a brand. Armed with that information, you can deliver timely and relevant offers to your prospects and customers, thus better meeting their needs while also winning more business.

Analytics 52

Analytics Technology ROI Consumers 52

COPC

APRIL 6, 2018

This is especially true as companies increasingly focus on creating an exceptional customer experience (CX) across channels. Beyond the technological challenges related to these sorts of non-voice interactions, organizations are still not sure which metrics they should use or how to apply traditional CX metrics.

Metrics 40

Metrics Customer Focused Call Center Social Media 40

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Experience Investigators by 360Connext

FEBRUARY 1, 2022

I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to back that up. This manifests as not getting the resources, people, technology and tools they need to help actually deliver better experiences.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

NobelBiz

FEBRUARY 27, 2024

It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse. Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies. Call center optimization goes beyond minor operational adjustments.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

Playvox

FEBRUARY 6, 2024

In an era of agent turnover, budget cuts, and fleeting customer loyalty, it’s useful to explore the evolution of quality management from its traditional, compliance-focused roots to a modern, customer-centric approach. Due to time and resource constraints, contact centers only analyze a small percentage of their interactions.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

Uniphore

OCTOBER 4, 2021

The World AI & RPA Show brings together leaders from a variety of client-facing enterprises to discuss the important role AI plays in developing a superior customer-focused business. Watch this webinar to hear Ravi Saraogi, President APAC, Uniphore, share his insights on transforming the customer experience through AI & RPA.

Customer Experience 100

Customer Experience Policies Customer Retention Customer Satisfaction 100

Eptica

FEBRUARY 19, 2021

Date: Friday, February 19, 2021 Author: Pauline Ashenden - Demand Generation Manager How to build mental muscle memory for customer service success. You might also be interested in these posts: How to pick the right contact centre technology for your business. Learning from Santa’s customer service success.

Customer Service 104

Customer Service How To Customer Service Training Customer Focused 104

ECXO

APRIL 10, 2024

In customer experience, businesses often have to deal with customers who are in a state of “superposition” Customers can have multiple potential needs, desires, and expectations at the same time. Take, for instance, a brand that consistently delivers quality products, and excellent service, and values its customers.

Connections 109

Connections Customer Experience Social Media Analysis 109

Calabrio

JULY 28, 2020

Christine Kolbeson is Senior Manager of Business Operations at Rackspace, a leading provider of expertise and managed services across all the major public and private cloud technologies. The centers use Avaya Chat, LiveAgent CRM, Salesforce ticketing systems, a custom-built ticketing system, and ServiceNow. Julie Reed, Pepco.

Net Promoter Score 200

Net Promoter Score Contact Center CRM Resources 200

Lumoa

NOVEMBER 10, 2021

The relationship between businesses and their customers is changing. As companies increasingly pivot towards providing online interactions, it’s essential for your business to keep the customer experience in mind. Customer experience includes all of the interactions that a customer has with your brand.

Customer Experience Design 208

Customer Experience Design Customer Experience Customer Journeys Touchpoint 208

Experience Investigators by 360Connext

FEBRUARY 4, 2019

When asked, ‘how does a prospect or customer interact with your brand?’ in-store interactions. customer service calls. Try listing all the touchpoints where your brand interacts with your customer. Customer Service Calls. Customer Service Chats. Employee interactions.

Touchpoint 187

Touchpoint How To Customer Experience Professionals Advertising 187

CSM Magazine

JANUARY 31, 2024

The insurance industry is shifting and making digital transformations for good to match increasing expectations and the changing landscape of modern technology. The market dynamics are in constant development as more personalized services that suit the customers’ needs and provide all kinds of flexibility are being prepared.

Insurance 59

Insurance Industry Self Service Customer Service 59

Experience Investigators by 360Connext

FEBRUARY 4, 2019

When asked, ‘how does a prospect or customer interact with your brand?’ in-store interactions. customer service calls. Try listing all the touchpoints where your brand interacts with your customer. Customer Service Calls. Customer Service Chats. Employee interactions.

Touchpoint 173

Touchpoint How To Customer Experience Professionals Advertising 173

Clarivate

APRIL 9, 2019

CFN Customer, Starkey Hearing Technologies, has been recognized as a leader in the manufacturing industry by the National Association of Manufacturers because of their operational excellence. . There is a strong correlation between customer experience and financial outcomes.

Customer Journeys 45

Customer Journeys Technology Leadership Touchpoint 45

Experience Investigators by 360Connext

JANUARY 5, 2021

They create such a focus on the customer that everything and everyone throughout the organization is on board. . Sometimes the customer-focused “way” is seen as a brand within a brand. The Disney Way” or “Zappos Culture” is shorthand for that relentless view to prioritize customers, their wellbeing, and their goals.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

ShepHyken

JULY 1, 2020

Many customers want and need to have an interaction with employees. To automate the relationship with your customer puts you at risk of commoditizing your business. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. This is where it gets tricky.

Customer relationships 161

Customer relationships Self Service Customer Service Training Customers 161

ShepHyken

JANUARY 6, 2021

While people have embraced self-service solutions and digital selling experiences, COVID-19 saw customers who normally would be happy with the digital experience reaching out to companies just to talk to someone who cares. More than ever, empathy is at the root of a successful human-to-human interaction. Now, it’s expected.

Self Service 170

Self Service Chatbots Customer Relationship Management Customer Service Training 170

Alida

DECEMBER 1, 2016

If banks weren’t already feeling the pressure from financial technology (fintech) startups, they should be now: Fintech companies are officially mainstream. Given how much this space has grown in the past decade, the mainstream adoption of new technologies in the financial industry shouldn’t come as a surprise. billion in funding.

Customer Experience 193

Customer Experience Financial Banking Culture 193

Magellan Solutions

SEPTEMBER 6, 2023

It personalizes customer journeys, fine-tunes strategies, and unearths insights hidden within data mountains. 90% of MIT technology review respondents believe AI improves customer satisfaction —meanwhile, 72% swear by its ability to boost loyalty. revenue surge via customer engagement. How efficient, you ask?

Chatbots 98

Chatbots Customer Engagement Tools Engagement 98

CSM Magazine

MARCH 20, 2024

With the advent of advanced technology, the marketplace is witnessing the emergence of machine customers: non-human entities that autonomously engage in transactions much like humans do, from purchasing goods to utilizing services. The use of AI in customer interactions demands a high degree of transparency.

How To 52

How To Transportation System Automotive 52

Upstream Works

JANUARY 12, 2022

Driven by a desire to cut costs with operational efficiencies and provide a better omnichannel experience to an increasingly digital customer base, executives are honing in to upskill their contact centers. Technological advancement is imperative to enabling personalized assistance for every customer. IT Inefficiencies.

Contact Center 78

Contact Center Self Service Omni-Channel Touchpoint 78

Totango

FEBRUARY 11, 2022

What is B2B Customer Experience? B2B customer experience consists of the total set of thoughts, emotions, and behaviors that B2B clients undergo when interacting with your brand. B2B customer experience differs from B2C customer experience in several important ways. Why Take B2B Customer Experience Seriously?

B2B 108

B2B Customer Experience B2C Net Promoter Score 108

ShepHyken

NOVEMBER 18, 2020

That question is still relevant, now more than ever, but let’s take it beyond people-to-people interactions. Let’s look at the bigger experience—specifically, the digital or technological interactions that our customers have with us. Today, customers want a touchless experience. Follow on Twitter: @Hyken.

Loyalty 141

Loyalty Self Service Customer Service Training Tips 141

ShepHyken

AUGUST 18, 2023

He writes about how AI technologies support customer satisfaction and employee well-being. In today’s fast-paced business landscape, providing exceptional customer service is paramount to the success of any organization. He is an expert in marketing technology and SaaS.

Customer Satisfaction 62

Customer Satisfaction Customer Service Exceptional Customer Service Employee Engagement 62

Alida

FEBRUARY 22, 2017

It’s not even based on the number of interactions you have with them. To keep up with rising consumer and market expectations, an ever increasing number of companies are now prioritizing becoming customer-led. The race towards customer-centricity is driving some the biggest trends in business technology. Not really.

Customer relationships 180

Customer relationships CRM Customer Centricity Loyalty Programs 180

Experience Investigators by 360Connext

JANUARY 18, 2022

But when Pat thinks back on the year since their onboarding training, they reflect that… They’ve never seen actual customer feedback. Some reports and numbers are reported company-wide, but since Pat doesn’t interact directly with customers, they’ve never actually heard the customer’s “voice” or followed their stories.

How To 378

How To Customer Journeys Culture Training 378

Horizon CX

MARCH 19, 2022

As consumers, we encounter AI in many forms and most notably whenever we need to call a customer support line for information or to resolve an issue. This is where technology enters the process once again and where voice quality really matters. Where’s the opportunity for me to provide that aspect of customer service feedback?

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

CX Accelerator

JULY 1, 2020

As a consumer, I was forced to change the way I interact with businesses. Now more than ever, technology is vitally important. Here are five tips to have a successful digital transformation: Understand your digital transformation objectives and create a strategy, marrying business and technology in the final deliverable.

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

Comm100

DECEMBER 19, 2017

Customers are smarter than before, and most of them already know your products and services intimately, based on online research or referrals, before making a purchase. These enlightened customers demand a certain quality of interaction and service from your company. Design Customer Service Protocols.

Strategy 294

Strategy Customer Experience How To Customer Journeys 294

Blake Morgan

JANUARY 20, 2022

Succeeding as a CX pro–no matter if you’re an executive or just starting your career–requires constantly learning and adapting to new research, trends, and technology. He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . Annette Franz .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Blake Morgan

JUNE 13, 2023

      Most companies understand the importance of their frontline workers interacting with customers daily. But how many will build a customer experience strategy around them? It’s all in the name of trust and customer-centricity. Barry and his team meet daily to discuss the previous day’s customer interactions.

Contact Center 59

Contact Center Strategy Travel Customer Confidence 59