article thumbnail

Loyalty Marketing Programs: How CX Insights Can Inform Incentives

InMoment XI

It’s easy to confuse loyalty marketing programs with customer experience (CX) programs; both seek to drive positive customer relationships and retention. But it’s crucial to define each individually before we parse out how a CX mindset can inform what incentives your business should provide customers.

Loyalty 260
article thumbnail

All I want is information

Zeisler Consulting

But what an odd interaction. etc…) it may be that they’re more chained to your own internal rules, scripts, and processes than they are dedicated to your Customers and their happiness. Oh, and it’s not on them…nobody starts a Customer-facing job because they don’t enjoy working with and helping people.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Unstructured Data is the Key to Improving the Customer Experience: Here’s Why

InMoment XI

Any successful business knows that understanding their customers is key to success. The best way to do that is by being able to understand the vast amounts of unstructured data that come with customer interactions. Other examples of unstructured data sources include social media posts, call transcriptions, and customer reviews.

Data 260
article thumbnail

How AI Customer Experience Can Advance Your Business Strategy

InMoment XI

In particular, Artificial Intelligence (AI) has emerged as a powerful tool, revolutionizing the way companies understand and enhance the customer experience. As we delve into the realm of AI in Customer Experience (CX), we will explore how this technology is reshaping the customer-business relationship. What is AI in CX?

article thumbnail

Start Every Conversation with AI: The Front Door for Intelligent Customer Service

Speaker: Brian Morin & Helena Chen from SmartAction

More and more customers are looking to solve their own issues without human intervention. AI virtual agents can help resolve a lot of routine and repetitive interactions, but not all are created equal. In a 6-minute customer service call, 75% of that time goes to live agents doing manual research. Self-service is on the rise.

article thumbnail

Automated Interaction Summaries: A Catalyst for Enhanced Efficiency and Engaging Customer Interactions

NobelBiz

In today’s competitive business landscape, customer service plays a pivotal role. One such technology is Automated Interaction Summaries. These are instrumental in enhancing agent utilization, customer experiences and shaping business strategy. For example, customer sentiment ratings increased 57.3%

article thumbnail

Customer Data Platform: The Core Element for Customer Information

SAP Customer Experience

Advantages and demands of customer data optimization By Peter Gergen, Solution Architect CX As a company, you have a wide range of interactions with your customers: through your website, newsletter, or personal meetings at trade shows.

Data 71
article thumbnail

Fireside Chat: Lessons from "The Convenience Revolution"

Speaker: Shep Hyken, Bestselling Author & Customer Experience Expert

A revolution in customer convenience is currently underway, disrupting old business models and driving rapid innovations. Customers now have raised expectations, and this trend will be accelerating in the future. By the end of this webinar, you will know: How to reduce friction in your customer interactions.

article thumbnail

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

article thumbnail

How to Stay Competitive in the Evolving State of Martech

To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and promote omnichannel marketing.

article thumbnail

Top Techniques for Coaching Your Contact Center Agents

Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic

The 'great resignation' and the 'great talent reshuffle' have impacted contact center and customer support staff as much, if not more than, any other part of the workforce.

article thumbnail

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.