NobelBiz

JULY 4, 2023

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%

Interaction 52

Interaction Call Center Engagement Contact Center 52

InMoment XI

APRIL 6, 2022

Instead, there could be a problem with the customer journey. Your customers’ journey can drastically affect how your customers experience your company—and whether or not they eventually become loyal to your brand. And it’s because of this fact that improving your customer journey is vital to overall business success.

Customer Journeys 517

Customer Journeys Touchpoint Loyalty Customers 517

InMoment XI

NOVEMBER 16, 2023

Elevating Customer Experience Through Strategic Productivity Insights In a recent workshop conducted at the XI Forum 2023 in London by industry experts Simon Fraser, VP, Insights and Consultancy at InMoment, and Simon Hedaux, Founder of Rethink Productivity , the focus was on enhancing productivity to drive experience improvement within businesses.

Healthcare 596

Healthcare Culture Travel ROI 596

Interactions

JANUARY 26, 2023

The telephone is still a popular customer service and support channel, but unstructured voice communications present security risks and compliance challenges, particularly in a work-from-home (WFH) environment. To learn more about how Interactions Trustera keeps sensitive customer data safe, check out our webinar.

Interaction 62

Interaction Customer Service Contact Center Social Media 62

Interactions

SEPTEMBER 8, 2023

Getting stuck in a loop or being misunderstood by an automated customer care system brings out the worst in humanity. Thankfully, customer service tools have advanced in recent years, and AI is accelerating the change. To put it frankly, our AI is purpose built for contact centers and improved customer experiences.

Interaction 62

Interaction Self Service Customer Service Contact Center 62

C3Centricity

FEBRUARY 13, 2024

Last week I spoke about the importance of actioning customer feedback. And customers expect businesses to be constantly adapting and preparing for their future needs. Thriving in this dynamic environment requires a commitment to continuous improvement and a deep understanding of customer needs and preferences.

Customer Insights 226

Customer Insights Feedback Social Media Customer Satisfaction 226

InMoment XI

FEBRUARY 2, 2024

In the rapidly changing consumer market, the highest customer-rated Integrated CX company, InMoment, took a bold and proactive approach. By responding to over 95% of negative reviews, their company guarantees that customer concerns are not just heard but addressed; the art of engaged, active listening.

Hospitality 260

Hospitality Call Center Retail NPS 260

CX Accelerator

FEBRUARY 3, 2018

Using DiSC in a customer service context to enhance both the customer and the agent experience. Having now studied DiSC and received my credentials as a certified facilitator, there is no mystery why the tool is so great for a customer service environment. Enhanced Agent to Agent Dialog – Customer Service is a team sport.

Interaction 140

Interaction Customer Service Sports Communication 140

ModSquad

DECEMBER 20, 2022

For VSCO, ensuring great experiences means delivering top notch support for their product, moderating all images and videos, and interacting with their community on social media and Discord. You can read about it in our VSCO case study. It’s surrounded by a vibrant and engaged community of 25 million creators. It’s pretty cool.

Case Study 98

Case Study Study Social Media Video 98

Kayako

MARCH 21, 2017

In the age of disloyalty , it’s easy for your customer to jump ship from one subscription business or ecommerce store to another. How do you make a customer feel respected and gain their trust? Customer trust is a reciprocal behavior to what they receive. Why customer trust is important for brand loyalty. Donald Porter.

Interaction 211

Interaction How To Self Service Customers 211

InMoment XI

AUGUST 17, 2023

Take NPS from a Score to a Strategic Advantage In today’s fiercely competitive business environment, customer satisfaction is paramount to success. Happy customers become brand advocates, fueling growth through positive customer feedback.

Net Promoter Score 493

Net Promoter Score Self Service Effort Score NPS 493

InMoment XI

JULY 19, 2023

In today’s business landscape, customer experience (CX) has become a critical differentiator. Customers have high expectations when it comes to interactions with brands, and delivering exceptional experiences has a direct impact on loyalty, satisfaction, and overall business success. Who Are Customer Experience Experts?

Customer Experience 260

Customer Experience Customer Journeys ROI Customer Centricity 260

Vonage

MARCH 26, 2018

Last year, Amazon announced that it employs 45,000 robots across 20 fulfillment centers; Yobot the robot ensures customers enjoy conversation-free service at Yotel’s pod hotel in New York; and "chatbots" continue to help businesses deliver everything from online banking to checking in for flights. The rising cost of poor customer service.

Interaction 159

Interaction Self Service Poor Customer Service Hotels 159

Experience Matters

OCTOBER 21, 2016

In a previous post, I discussed results from a joint study that we conducted with Mattersight Personality Labs (MPL) to examine customer emotions within contact center interactions. In addition to detecting the customer emotion, […].

Contact Center 120

Contact Center Interaction Study Brands 120

Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. Customers expect (and deserve!) If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

CSM Magazine

JANUARY 23, 2023

Over 70% of UK organisations which offer contact centre services are failing to implement new ways of communicating with their customers, a new survey shows. Organisations must find that balance if they want to retain customers and service them responsibly. Sigma has an ethical approach to treating customers.

Interaction 52

Interaction Multi-Channel Study Connections 52

Lumoa

FEBRUARY 7, 2023

Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. Customers don’t always take the time to express their feelings. In This Article: What is the Voice of the Customer (VoC)?

Analysis 423

Analysis Data How To Customer Centricity 423

SaleMove

APRIL 30, 2021

In previous posts, we have encouraged you to “ Get Your Agents to Stop Asking this One Question ” and to consider if you can afford to not move to Digital Customer Service (DCS). So what is stopping you from offering amazing digital customer experiences? Support Customers with a Connected Experience. The result?

Interaction 52

Interaction Customer Service Financial Consulting 52

Customer Bliss

OCTOBER 30, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. As we move past many of the traditional ways of interacting with companies, what we expect from the people across the chat-box, the sales counter, or the service desk has changed dramatically.

Case Study 256

Case Study Study Hotels Chief Customer Officer 256

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. Emotional intelligence “In a 2022 study of more than 9,000 U.S. Achieving this alone isn’t easy – but with Comm100 it’s a breeze.

Trends 195

Trends Innovation Customer Service Omni-Channel 195

Beyond Philosophy

SEPTEMBER 8, 2022

Patterson and her team spoke with the customer service teams, customers, and sales teams. They found that there were many moments where the organization interacted with the customer throughout the journey. Therefore, they viewed the project title as a customer experience innovation, part of a business strategy.

Case Study 97

Case Study ROI Study Customer Experience 97

CSM Magazine

JANUARY 30, 2024

Spotting Customer-Centric Companies I. Introduction Envision a world where every interaction with a company leaves you feeling not just satisfied, but genuinely valued. In today’s fast-paced marketplace, this vision is a reality for some, and it all centers around the compass of customer service.

Customer Centricity 111

Customer Centricity Exceptional Customer Service e-support Case Study 111

Kayako

APRIL 14, 2016

It offers a unique way for customers to learn about and get the most from your product or service. Interactive video takes things to the next level – by giving your customers a complete support experience in one. So how can interactive video fit into your self-service support offering? Read on to find out!

Self Service 120

Self Service Video Interaction How To 120

CSM Magazine

APRIL 19, 2023

makepositive, Sabio Group’s specialist Salesforce CRM consultancy, has been named Leader in three out of the six quadrants of the ISG Provider Lens Salesforce Ecosystem Partners Study for the UK. “That dedication to working as one with our customers is what differentiates us in the market.

Study 52

Study Consulting CRM Groups 52

Kerry Bodine

AUGUST 5, 2015

When we investigated the current state of the smartwatch experience together with AnswerLab , we saw a massive disconnect between what study participants wanted from their wearable gadgets and the reality of how they used them. Brands that want to create smartwatch value won’t just remind customers of items on their to-do lists.

Interaction 120

Interaction Study Retail Examples 120

Alida

JANUARY 26, 2023

The insurance industry often ranks at the bottom of customer satisfaction studies. Insurance companies typically interact with people who are going through difficult times, which increases the challenge of creating an exceptional customer experience.

Insurance 130

Insurance Customer Satisfaction Study Industry 130

Interactions

OCTOBER 17, 2019

“When Interactions started out in 2004, a streamlined customer experience certainly wasn’t considered the business necessity that it is today. Michael Iacobucci, longstanding CEO of Interactions. 15 years ago, the impact that technology has on customer care could not have been predicted.

Interaction 48

Interaction Customer Care Innovation Study 48

Eptica

MARCH 18, 2020

Date: Wednesday, March 18, 2020 Author: Tom Walmsley - Business Development Manager How Montblanc is using interactive self-service to empower customers and deliver a hand-crafted customer service. Published on: March 18, 2020.

Self Service 79

Self Service Interaction Multi-Channel Customer Service 79

Call Experts

AUGUST 5, 2021

Interactive voice response systems, commonly referred to as IVR systems , are phone-based call centers that connect callers and users through automated voice tree menus and other telephone features. In this short article, we’ll address the concern, “What is an IVR (interactive voice response system)?”

System 52

System Interaction Self Service Wait Times 52

Think Customers

SEPTEMBER 17, 2019

“Employers can help prevent turnover by learning what motivates their most valued employees and customizing their retention strategies.”. In fact, a study conducted by Forrester shows that employee engagement improves when employees are freed from repetitive and mundane tasks. What doesn’t motivate employees?

Interaction 69

Interaction Employee Engagement Contact Center Training 69

Comm100

DECEMBER 2, 2021

In 2021, evolving customer experience trends shook up the financial services industry. Customers demanded digital services to meet their needs, and as organizations rose to the demand, these high customer expectations led to innovative new services. For customers, this integration provides a seamless and excellent experience.

Financial 225

Financial Trends Customer Experience Chatbots 225

Interactions

APRIL 16, 2024

How Can the Bar be Raised to Surpass Customer Expectations? A dedication to understanding your customers ensures that every interaction is personalized and purposeful, alleviating the pain of lengthy wait times and ensuring each conversation is met with effective, personalized assistance.

Customer Care 62

Customer Care Self Service Omni-Channel Metrics 62

Customer Bliss

FEBRUARY 23, 2017

I blog ( and podcast ) a lot around customer experience, and I’m usually on the go working with clients or at conferences/speeches/etc. Sometimes, though, a micro-case study in customer experience drops right into my lap. And as for my concept of customer-driven growth engines? Amazing customer experience.

Case Study 100

Case Study Study Social Media Conference 100

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. Omnichannel customer engagement software offers a solution.

Trends 206

Trends Customer Service Chatbots Omni-Channel 206

Beyond Philosophy

JANUARY 12, 2024

TransUnion’s published a study that unveiled a staggering 1500% spike in shipping fraud between 2019 and 2021, likely spurred by the flourishing ecommerce landscape and the surge in digital solutions post-pandemic. What’s more, a 2023 study highlighted that nearly half of all fraudulent emails and texts revolved around package delivery.

Customer Experience 88

Customer Experience How To Ecommerce Study 88