TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Steven Van Belleghem, Global Thought Leader in the field of Customer Experience.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

West Monroe

OCTOBER 11, 2023

As utilities embrace digital ways of working, the need for IT governance grows. Many utilities still work in silos where business units (such as engineering, operations, customer service, field operations, IT, etc.) A well-orchestrated governance framework can flip the narrative and produce proactive and inclusive engagements.

Government 52

Government Guidelines Culture Groups 52

BlueOcean

APRIL 16, 2024

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Contact Center Outsourcing Provider of the Year” category at the 18th annual Stevie Awards for Sales & Customer Service. About Blue Ocean Blue Ocean is an award-winning provider of innovative customer care solutions.

Contact Center 177

Contact Center Sports Effort Score Customer Care 177

Brad Cleveland Blog

NOVEMBER 23, 2021

The term “governance” might feel out of place in the context of customer experience innovation. In fact, to some, creating a governance process might sound limiting or even stifling. But as a customer experience consultant, I’ve found the opposite to be true.

Government 29

Government Innovation Customer Experience Consulting 29

InMoment XI

MARCH 5, 2024

Analyzing these transcripts with solutions such as conversation intelligence can reveal valuable insights into customer preferences, concerns, and issues, which can inform business strategies and improve customer service. How is Unstructured Data Used? Overall, there are various pros and cons to the use of unstructured data.

Data 260

Data Customer Experience Social Media Analysis 260

West Monroe

OCTOBER 11, 2023

As utilities embrace digital ways of working, the need for IT governance grows. Many utilities still work in silos where business units (such as engineering, operations, customer service, field operations, IT, etc.) A well-orchestrated governance framework can flip the narrative and produce proactive and inclusive engagements.

Government 40

Government Guidelines Culture Groups 40

Brad Cleveland Blog

NOVEMBER 23, 2021

The term “governance” might feel out of place in the context of customer experience innovation. In fact, to some, creating a governance process might sound limiting or even stifling.

Government 26

Government Innovation Customer Experience Consulting 26

InMoment XI

MAY 4, 2022

These tips, which are drawn largely from the experience of customer service reps (CSRs), are widely applicable since in the end we all ultimately serve the customer. Now think about how much customer service is outsourced to call centers, which work effectively in keeping calls short. industries in 2013.).

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

Magellan Solutions

JUNE 14, 2023

Disruptive innovation is crucial for businesses, enabling them to challenge existing market norms, create new opportunities, and gain a competitive edge. You can transform your business and customer experiences by offering innovative products or services. But what is the role of BPOs in disruptive innovation?

Innovation 52

Innovation Transportation Telecommunications Culture 52

Comm100

FEBRUARY 10, 2022

In this article, we’ll be looking at these findings in more detail and exploring how these takeaways can help government agencies improve the public engagement, trust, and CX. Citizens are 9x more likely to trust a government agency when they are satisfied with the service they receive.

Government 130

Government Customer Experience Chatbots Social Media 130

CSM Magazine

AUGUST 5, 2020

This is the question many local government organisations are asking as they strive to serve the community at reduced cost. Research suggests that the majority of calls coming into local government contact centres are about revenues and benefits, waste and recycling, planning and highways. Henry Jinman of EBI.AI

Government 52

Government Self Service Chatbots Automotive 52

Customer Bliss

JULY 26, 2018

That’s right, when your customers are the employees within a group of government agency partners, you’ve got a lot of work cut out for you. Today, we’ll hear from William Chumley , the Chief Customer Officer for the Governor’s Office of Information Technology for the state of Colorado.

Government 111

Government Chief Customer Officer How To Roadmap 111

Comm100

NOVEMBER 25, 2020

There is a lot of curiosity surrounding the latest technological advancements, and Artificial Intelligence (AI) and Customer Relationship Management (CRM) are no different. Additionally, the ongoing pandemic has also created a need for customer service teams to be more sensitive and cautious in their approach towards customers.

CRM 130

CRM Customer Service Ecommerce Chatbots 130

Experience Investigators by 360Connext

MAY 11, 2021

What does Customer Experience Management Require? Governance and Discipline. None of this matters without Governance and Discipline. Are there any words LESS appealing than governance and discipline? Customer experience is supposed to be fun and focused on customers – do we really need to talk about governance?

Customer Experience Management 291

Customer Experience Management Customer Journeys Customer Experience Management 291

Oracle

DECEMBER 22, 2020

As 2020 draws to a close and we look forward to the renewed possibilities of 2021, let’s take a look back at this year’s biggest AI innovations. Here’s a closer look at the key innovations in AI that made a splash in 2020 and set the stage for future innovation in 2021 and beyond. AI helps fight a pandemic.

Innovation 77

Innovation Healthcare Government Chatbots 77

ShepHyken

MAY 28, 2023

Each week, I read many customer service and customer experience articles from various resources. Cramer sat down with Apple’s SVP of services Eddy Cue earlier Tuesday at the inaugural CNCB CEO Summit in Santa Barbara. Driving accelerated, sustainable growth while delighting customers is a complex puzzle.

Customer Service 64

Customer Service Hospitality Customer Centricity B2C 64

CSM Magazine

OCTOBER 10, 2019

Continuing with our special Customer Service Week series, OmniServ’s Samantha Saunders argues that to lead customer service innovation in an industry, you need commitment across the board. Leadership: Championing customer service. About OmniServ.

Innovation 40

Innovation Customer Service Company Airlines 40

Tricia Morris

NOVEMBER 6, 2015

Government customer service continues to be plagued by shrinking budgets and staff, and increasing media coverage when things go wrong. So what’s an agency to do when faced with less money and staff as customer expectations continue to grow, along with the innovations in technology that empower them?

Government 40

Government Self Service Customer Service Social Media 40

CSM Magazine

MARCH 30, 2022

60% of UK household water and energy customers prefer not to call customer service if they can use online tools to solve their problems, according to Macro 4 research. And 60 per cent would now prefer not to call a live customer service person at all if they can solve their issues themselves using online resources.

Self Service 59

Self Service Customer Service Wireless Government 59

ShepHyken

NOVEMBER 16, 2020

Each week I read a number of customer service and customer experience articles from various resources. 3 Ways To ‘Innovate’ The Customer Experience by Sanjay Monga. Forbes) Innovation has become a popular buzzword of the Digital Age. This is what will help customers choose you over your competition.

Ecommerce 84

Ecommerce Customer Service Call Center e-support 84

Comm100

JANUARY 23, 2023

Employee experience will match the importance of customer experience Shep Hyken, Customer Service and Experience Expert and New York Times bestselling author, predicts: “If you want to have a good customer experience (CX), there must also be a good employee experience (EX).

Customer Experience 301

Customer Experience Chatbots e-support Customers 301

CSM Magazine

FEBRUARY 8, 2021

Since time immemorial, sales and customer service have had a fraught relationship at best, and an outright adversarial relationship in the worst of times. Customer service has often drawn the short straw because it is seen as a budgetary drain while sales brings in the money. Both are major budgetary expenses.

Sales 52

Sales Customer Service Government Consumers 52

CSM Magazine

MAY 19, 2021

Capita today announces that it has signed a contract expansion with Southern Water to provide several new technology solutions to their existing customer service contract. Capita will integrate a range of new AI technologies into Southern Water’s services and systems, providing a faster and more seamless service to its customers.

Technology 52

Technology Customer Service Chatbots Government 52

ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. Consistent innovation is the greatest invention for all generations.”. Shep Hyken.

Government 89

Government Technology Trends Social Media 89

Eptica

MAY 6, 2020

Date: Wednesday, May 6, 2020 Author: Pauline Ashenden - Demand Generation Manager Are banks building trust through customer service excellence? On top of this, most traditional banks are having to fend off the threat from challenger and online-only banks which tend to be one step ahead in terms of digital innovation.

Banking 79

Banking Customer Service Social Media Self Service 79

CSM Magazine

FEBRUARY 24, 2021

MetTel employees have been recognized for demonstrating superior billing-related customer service and going above and beyond for clients during the pandemic. This is the seventh consecutive year MetTel has won Stevie Awards for Customer Service. ” MetTel CX Billing Analyst Far Exceeded Customer Expectations. .

Customer Service 52

Customer Service Government Wireless Contact Center 52

Win the Customer

DECEMBER 13, 2023

Today we discuss the winners and losers from the recent advancements in the capabilities of Artificial Intelligence as it continues to dramatically alter the customer experience approach of many organizations and the transformation in customer experiences due to the expansive customer knowledge available to AI systems.

Customer Experience 69

Customer Experience Innovation Government Chatbots 69

CSM Magazine

MARCH 18, 2021

Poor customer service and perseverance in long waiting loops – what we have begrudgingly accepted as the norm can be changed with the help of modern AI software. Cognigy , an internationally successful pioneer in customer service automation, offers one of the leading Conversational AI platforms (think voice- and chatbots).

Customer Service 75

Customer Service Virtual Agent Chatbots Contact Center 75

Comm100

JUNE 30, 2016

Time and time again, we see evidence that great customer service experiences are critical in maintaining customer loyalty and satisfaction. According to research conducted in 2015 by Aspect Cloud Solutions , 76% of respondents see “customer service as a ‘true test’ of how much a company values them.”

Customer Service Training 139

Customer Service Training Course Training Customer Service 139

Interactions

DECEMBER 16, 2021

When a consumer contacts customer service of a company they do business with, they have one simple objective: they want to get an answer to a question in a fast, timely and efficient manner. Here’s what some had to say: “From having their time respected to being treated empathetically, everyone deserves great customer experience.

Government 62

Government Average Handle Time Hospitality Insurance 62

NobelBiz

APRIL 23, 2024

this is governed by the Fair Debt Collection Practices Act (FDCPA), which sets guidelines on how collectors can conduct themselves, the times and methods by which they can contact debtors, and the actions they are prohibited from taking. This feedback is invaluable for continuously improving service quality and agent performance.

Omni-Channel 94

Omni-Channel Contact Center Customer Centricity Technology 94

Comm100

APRIL 26, 2022

There’s no way to sugarcoat this – government customer experience (CX) is miles behind the private sector. When calculating customer satisfaction across major industries in 6 countries, government is the bottom-performing industry in each country.

Government 230

Government Omni-Channel Wait Times Software 230

ECXO

APRIL 7, 2024

It’s about transforming these ideas into reality, painting the canvas of the customer experience with vibrant colors which I split into 4 categories: innovation, personalization, resilience, and connection. Innovation, spurred by creativity, ensures that businesses do not stagnate.

Innovation 94

Innovation Connections Analytics Touchpoint 94

NetBase

DECEMBER 25, 2018

Research and Technology Organisations (RTOs) in Europe attended a two-day conference in Brussels recently to discuss technical problems “and develop new products and services for industry, government and others.” What better way to generate love for new tech (and your brand) than using it to provide exceptional customer service?

Innovation 40

Innovation Analysis Government Analytics 40

InMoment XI

JULY 12, 2023

Touchpoints are the various points of contact between a customer and a business throughout the customer journey, and they can occur through various channels, such as websites, social media, physical stores, customer service interactions, and more.

Customer Experience 260

Customer Experience Strategy Self Service Customer Journeys 260

Lumoa

JUNE 23, 2021

What is diversity in customer experience? Diversity in customer experience is about who’s on your team. To be more innovative, you need diversity of thought. To cater to all of your customers’ unique needs, you need to have a plurality of opinions and perspectives.

Customer Experience 208

Customer Experience Culture Employee Experience Effort Score 208