Comm100

AUGUST 17, 2022

If you’d rather listen to the full podcast, you can watch the video below: Question: What does CX mean to you and what led you to enter and remain in this industry? Answer: “It didn’t start out as CX, it started out as CS, that’s customer service. Any thoughts as to competition, technology, our culture?

Meeting 189

Meeting How To Airlines Virtual Agent 189

ChurnZero

APRIL 1, 2024

AI is changing just about everything within the SaaS and technology space. What was once time-consuming and tedious is becoming streamlined and automated, with customer success teams better able to manage their customers proactively. AI can help create informative guides, video tutorials, and FAQs for customers.

Customer Journeys 76

Customer Journeys Strategy Analysis Tips 76

ShepHyken

DECEMBER 11, 2019

With all the focus on how technology—including AI, data, personalization and more—can drive a better customer experience, I wanted to shift my focus back to basics. Video is an amazing tool. Use it for online tutorials, a video version of Frequently Asked Questions and more. Follow on Twitter: @Hyken.

Customer Service 118

Customer Service Customer Experience Fashion Video 118

Solvvy

NOVEMBER 30, 2022

Since Zoom acquired Solvvy earlier this year, many people have asked me why Zoom, a company that is the gold standard for team collaboration and meetings, would look to bring Solvvy’s advanced conversational AI technology and team into its portfolio. Zoom is more than video meetings.

Virtual Agent 62

Virtual Agent Meeting Contact Center Chatbots 62

Customer Bliss

MAY 10, 2019

How does a logistics company shift its gears to become more customer-focused? In today’s episode, Scott Allison , the Chief Customer Officer of DHL ’s supply chain, shares some strategies and tactics around communicating the brand’s message, telling the customer story, and improving employee and customer experience.

Customer Focused 31

Customer Focused Chief Customer Officer Social Media Leadership 31

CX Accelerator

JULY 1, 2020

Rather than in a coffee shop or conference room, meetings are online and video solutions are now being used. Now more than ever, technology is vitally important. Consider the current customer experience and how transforming will improve it. Haircuts: Before: A hairdresser cut my hair. Now: My wife cuts my hair! Digital First.

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

CSM Magazine

JUNE 19, 2022

Newer technology like AR-powered video chat and live text chat can augment these experiences. What is a “Good” Customer Experience? By contrast, a good customer experience feels effortless for the customer. It should be easy, natural, and fast, and it should use technology that makes sense under the circumstances.

Self Service 98

Self Service Social Media Effort Score First Call Resolution 98

Horizon CX

DECEMBER 1, 2023

The Crucial Link Between CX and Strategic Goals: Effectively advocating for customer-centric strategies involves aligning proposals with the overarching strategic goals and objectives of the organization. Blockbuster, once a dominant force in the video rental industry, focused primarily on short-term profits through late fees.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

CX Accelerator

JULY 1, 2020

Rather than in a coffee shop or conference room, meetings are online and video solutions are now being used. Now more than ever, technology is vitally important. Consider the current customer experience and how transforming will improve it. Haircuts: Before: A hairdresser cut my hair. Now: My wife cuts my hair! Digital First.

Contact Center 182

Contact Center Call Center Call Center Solutions Roadmap 182

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 104

Call Center Tools Contact Center Net Promoter Score 104

Alliance by IFS

JULY 9, 2019

But Aberdeen research finds organizations who invest in FSM solutions that strengthen the processes behind the delivery of excellent customer experiences, stand out from their competition. Technological advances are transforming service delivery: Companies are moving from paper-based to digital service delivery systems.

Customer Satisfaction 86

Customer Satisfaction Analytics Report Software 86

AWS Machine Learning

JUNE 3, 2024

In today’s data-driven world, industries across various sectors are accumulating massive amounts of video data through cameras installed in their warehouses, clinics, roads, metro stations, stores, factories, or even private facilities. It enables real-time video ingestion, storage, encoding, and streaming across devices.

Video 64

Video Analysis Resources Travel 64

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. In fact, technology deployment requires full-time management.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

ShepHyken

MARCH 15, 2021

How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli. Joseph Michelli) The art of post-pandemic experience creation will be to select relevant technology-aids accompanied by engaging human interactions and assume that COVID-19 has forever changed experience delivery.

Customer Service 132

Customer Service Customer Service Training Customer Retention Training 132

ViiBE Blog

APRIL 26, 2021

These days, customer support has moved beyond mere call centers to omnichannel contact centers. In addition to phone lines, contact centers add options like live chat and video chat. You can vastly improve your customer experience by adding omnichannel communications to your IT support hotline. Invest in new technology.

Tips 52

Tips Knowledge Base Virtual Call Center Contact Center 52

Blake Morgan

AUGUST 8, 2022

You can watch the video of our full discussion below. Duquesne Light’s digital transformation has helped it better understand the overall customer journey and the many unique customer personas. Show you put the customers’ interest above the business. For more content like this, please subscribe to my Youtube channel. .

Customer Centricity 64

Customer Centricity Company Self Service Contact Center 64

ShepHyken

JULY 4, 2018

Technology is great… until it’s not. A little box pops up and there’s a picture of a customer service rep with a typed message asking if you need help. The customer support rep can simply tell me and walk me through the steps, and that may take some time. You are on a website. That’s the perfect scenario.

Chatbots 101

Chatbots Video Customer Service Training Retail 101

Customer Bliss

APRIL 12, 2019

Monica shares that this system was the core of TECO’s customer services and a project of this magnitude requires about a 12-18 month stabilization period, so she was essentially leading CX for a company that was going to be operating as a new organization.

Customer Experience 162

Customer Experience Chief Customer Officer Leadership Analysis 162

ShepHyken

SEPTEMBER 10, 2021

The following five-step plan will help you build a personalized customer experience: . Create a customer-focused vision statement. . It should include FAQs, explainer videos, and step-by-step solutions for common problems. . Innovation should be customer-centric. . Develop a self-service experience.

Customer Experience 102

Customer Experience Self Service Advertising Customer Expectations 102

ShepHyken

SEPTEMBER 11, 2017

My Comment: Let’s start off this weeks list of articles with a short article that includes three videos from popular movies and TV shows. Show these videos to your team. A perfect way to open a discussion about some very important customer service topics. I’d not seen the clip from “The Office.”

Self Service 83

Self Service Customer Service Customer Service Training Customer Care 83

Experience Investigators by 360Connext

APRIL 28, 2017

Connecting the dots of customer experience. Here are some valuable lessons from the customer experience case studies presented at Experience 2017. Using truly customer-focused metrics. Who wants to work in a place where customers complain both to and about the employees in viral videos and publicly on social media ?

Case Study 152

Case Study Airlines Conference Wait Times 152

ShepHyken

MARCH 15, 2017

You put on what looks like goggles and you see the most amazing three dimensional images and videos. So, how could this technology make physical stores less relevant? Did “Video Kill the Radio Star” when MTV went live back in 1981? The post Customers Buying Habits Are Changing. It’s incredible. So, get used to it.

Retail 95

Retail Video Industry Banking 95

ShepHyken

SEPTEMBER 4, 2017

She took the time to interview ten CMO’s from some large and recognizable brands in a number of industries who share what customer experience means to them. Technology NPS Benchmarks by CustomerGauge. 10 Insights from Customer Care Experts & Influencers by CGS. No doubt that CX is a very, very high priority!

Customer Service 64

Customer Service Net Promoter Score Self Service NPS 64

Beyond Philosophy

SEPTEMBER 14, 2023

Before we get into that, it is essential to mention that AI has a lot to live up to, and it isn’t the first-time business had high expectations for technology. This AI category also automates internal processes and generates personalized content for that customer along their journey. Kihlstrom is more optimistic.

Self Service 88

Self Service Software Analytics Examples 88

Blake Morgan

JUNE 14, 2022

Turning customer feedback into actionable insights requires continuous listening, finding areas to improve and driving those improvements. You can watch the video of our full discussion below. As companies listen, experience management programs create memories of every experience a customer or employee has had.

Feedback 59

Feedback How To Call Center Groups 59

Kustomer

NOVEMBER 1, 2021

Considered a converged medium as well as disruptive technology, the podcast unites the internet with traditional radio broadcasting. In 2000, the concept of attaching sound and video files in RSS feeds was first proposed. The AI Podcast – This podcast explores how AI technology is improving and informing how we conduct business.

Customer Service 98

Customer Service Entertainment Trends Social Media 98

ShepHyken

JANUARY 28, 2019

My Comment: Too often an organization’s leadership believes the experience and service they provide a customer is better than it actually is. And, something I noticed… the technology space, which includes internet, cable and cellular, is no longer one of the top one or two worst service providers. They are trying!).

Social Media 100

Social Media Customer Service Customer Care Insurance 100

ECXO

AUGUST 2, 2023

To know more about Shep you can visit his webpage: [link] What You Will Learn: In this fireside chat, we’ll ask Shep about the following topics: How to generate Convenience that will ensure customer return and how to develop Loyalty in such a challenging period after the Pandemic. Liraz Margalit.

Customer Journeys 52

Customer Journeys Leadership Innovation Customer Relationship Management 52

ShepHyken

JULY 30, 2018

12 Ways To Improve A Customer’s User Experience by Forbes Technology Council . Forbes) We asked members of the Forbes Technology Council for their best tips on improving a company’s user experience. My Comment: How do you deliver a better customer experience? Follow on Twitter: @Hyken.

Customer Service 78

Customer Service Customer Service Training Airlines User Experience 78

TechSee

SEPTEMBER 29, 2020

This is especially relevant in today’s customer-focused marketplace, where expectations are high, and customer service excellence has become a competitive advantage. The Best Call Center Cost Reduction Strategies. Enhance performance with motivation. Use automation as a force multiplier.

Call Center 196

Call Center Self Service Strategy Contact Center 196

ShepHyken

JUNE 7, 2017

The expected answer is that I’ll talk about all the new ways customer service and support is conducted – and I do. There’s self-service solutions that include robust frequently asked questions and video. There’s social media customer service with multiple channels like Facebook and Twitter. Follow on Twitter: @Hyken.

Customer Service 118

Customer Service Self Service Social Media Customer Service Training 118

SuiteCX

OCTOBER 4, 2017

If customer experience is important companies need to be investing in things that actually impact the customer experience. This means a new customer focus on ease of use, speed, choice, and service. Yet this is what is required to build customer relationships and gain trust. Technology. Conclusion.

Customer Journeys 100

Customer Journeys Customer Experience How To Net Promoter Score 100

SuiteCX

OCTOBER 4, 2017

If customer experience is important companies need to be investing in things that actually impact the customer experience. This means a new customer focus on ease of use, speed, choice, and service. Yet this is what is required to build customer relationships and gain trust. Technology. Conclusion.

Customer Journeys 100

Customer Journeys Customer Experience How To Net Promoter Score 100

Solvvy

JANUARY 21, 2020

You can even enable customers to take photos or video of their customer service issues to share with a rep in real-time so that the customer support agent can provide personalized help based on visual evidence. . Pay attention to what technologies your customers are embracing.

Omni-Channel 54

Omni-Channel Self Service Customer Experience Customer Service 54

CSM Magazine

APRIL 5, 2018

While the reality of super intelligence may be a few decades away, contact centres are experiencing the now of this technology and asking themselves whether increased automation will also mean an increase in P45s. If you are a contact centre, it is time for you to move more of your team to video based live engagement.

Customer Care 40

Customer Care Chatbots Average Handle Time Video 40

Beyond Philosophy

NOVEMBER 30, 2023

Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! That would leave one group with a customer-centric mindset and the rest without one. Budgets significantly affect whether you can afford the technology that can help you gather data and measure your results.

Net Promoter Score 78

Net Promoter Score Engagement Effort Score Customer Centricity 78

Comm100

AUGUST 20, 2019

In order to develop a successful customer experience strategy, you first have to have a vision, understand and relate to your customers, get real-time feedback while also managing employee responses, and create a strategy that looks at the customer experience as a whole, rather than the experience of a few select touchpoints.

Contact Center 100

Contact Center Tips Customer Experience Culture 100