InMoment XI

JANUARY 20, 2024

Today, AI has gone mainstream, infiltrating both our personal and professional lives AI is still in its infancy, but already, it’s transforming the way businesses across all sectors engage with their customers. Retailers that strategically leverage AI are better equipped to deliver outstanding experiences throughout the customer journey.

Retail 260

Retail Customer Experience Social Media Chatbots 260

Storyminers

JULY 7, 2020

This article was originally presented on Customer Engagement Magazine’s website. The post Customer Engagement – March 2014 appeared first on StoryMiners.

Customer Engagement 162

Customer Engagement Engagement Customers 162

Customer Bliss

SEPTEMBER 28, 2021

Can I please ask: what’s with all the old magazines in waiting rooms? For my whole life (and probably yours), old and dog-eared magazines have been a part of my doctor, dentist and hospital visit experience. Not only are the magazines old, but I also encounter the weirdest assortment. Horse & Hound anyone?)

Case Study 194

Case Study Study Healthcare Hospitality 194

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. 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. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Topdown

JANUARY 7, 2019

The Winter 2018-2019 edition of DOCUMENT Magazine includes an application article featuring Topdown and our INTOUCH product. In this article we review the top trends in customer communications management (CCM), with a focus on leveraging the cloud and content services to integrate CCM into a broader digital experience technology stack.

Trends 48

Trends Communication Technology Customer Experience 48

Currency Alliance

JUNE 16, 2020

Many of the entrants to this years’ Loyalty Magazine Awards were as adept with data and technology as marketers in many other disciplines. As more holistic marketing initiatives, loyalty mechanics were harnessed to drive and measure engagement across channels, and across many more customer touchpoints. A disloyal generation?

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

Alliance by IFS

MAY 16, 2018

A recent article in the Architecture and Governance Magazine asks, ‘ Is this the end of the ERP?’. Customer value directly equates to revenue, and ‘best-of-breed’ solutions are better suited to improving the customer experience. Astea Chief Operating Officer David F. Read Article.

Government 72

Government Software Leadership Trends 72

ppt solutions

AUGUST 20, 2019

magazine announced today that PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, was. Magazine appeared first on PPT Solutions. For a second consecutive year, PPT Solutions appears on the prestigious Inc. 5000 list with 353% three-year revenue growth.

Company 40

Company Customer Experience Customers 40

Currency Alliance

JUNE 21, 2018

That’s been my feeling as I mull over this year’s Loyalty Magazine Awards, where Currency Alliance was proud to be Prime Sponsor. Most interestingly, though, the gift continually rewards the customer as the plant grows – and eventually delivers free food. Smarter Investments in Customer Experience. Technological Innovation.

Loyalty 45

Loyalty Multi-Channel Gamification Loyalty Programs 45

ShepHyken

FEBRUARY 20, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: What role does employee experience play in customer experience? How can companies improve employee experiences for better customer experiences? How can companies design experiences to enhance customer retention and acquisition?

How To 76

How To Employee Experience Exceptional Customer Service Customer Retention 76

Tricia Morris

MARCH 4, 2016

At Microsoft, and most absolutely with our customer service technology, we take these words to heart as we continue our consistent growth and progress among a steady stream of early 2016 award wins which now includes the 2016 CRM Magazine Service Leader Awards. ———-.

CRM 40

CRM Innovation Technology Customer Service 40

Happy or Not

FEBRUARY 8, 2018

With the print edition of the article titled “The Happiness Button”, a digital version of the story was posted on their website “Customer Satisfaction at The Push of a Button”. The post HappyOrNot® Smileys Attract the Attention of the Iconic New Yorker Magazine appeared first on HappyOrNot.

Customer Satisfaction 56

Customer Satisfaction Customers 56

IntouchInsight

SEPTEMBER 8, 2021

In addition to crowning the winner of this year's Intouch Insight-CSP Magazine Customer Experience Award - spoiler alert, it was Lone Star Food Stores - Cameron shared insights from Intouch's bi-annual Changes in Consumer Habits reports as well as the evaluation of eleven convenience store chains considered for the award.

Consumers 156

Consumers Conference Leadership Report 156

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. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

InMoment XI

AUGUST 30, 2019

This article was originally published by the CXFocus Magazine. Creating Relevant Customer Experience Plan With firms failing to perform the core CX management activities and index scores for 2019 not looking promising, at first glance this may look like doom and gloom for the CX sector. View Article.

Roadmap 200

Roadmap Management Customer Experience Customers 200

eGain Blogs

FEBRUARY 29, 2024

And customer service is one of the sweet spots for Gen AI and KM innovation. One of our major telco clients was selected for the “Knowledge Reality” Award, given by KMWorld magazine, the only magazine solely focused on KM technologies and best practices. Clients Top score of 4.9 We win when our clients win! *

CRM 72

CRM Innovation Customer Engagement Report 72

ppt solutions

AUGUST 13, 2020

5000 list follows a three-year revenue growth of 271 percent TULSA, OKLAHOMA, August 13, 2020 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, announced today it has been named one of the fastest-growing private. Magazine appeared first on PPT Solutions.

Company 52

Company Customer Experience Customers 52

Strativity

AUGUST 22, 2017

In today’s era of empowerment, every customer operates a personal news network and is able to easily broadcast their experiences and opinions to millions. Chief-Exec-Magazine-Sept-Oct-2017-Creating-Culture-of-Resilience.pdf (1 download). Chief-Exec-Magazine-Sept-Oct-2017-Creating-Culture-of-Resilience.pdf (1 download).

Culture 40

Culture Airlines Policies Leadership 40

Alliance by IFS

MAY 16, 2018

A recent article in the Architecture and Governance Magazine asks, ‘ Is this the end of the ERP?’. Customer value directly equates to revenue, and ‘best-of-breed’ solutions are better suited to improving the customer experience. Astea Chief Operating Officer David F. Read Article.

Government 50

Government Software Leadership Trends 50

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024. Imagine that!)

Customer Service 60

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 60

Strativity

AUGUST 22, 2017

In today’s era of empowerment, every customer operates a personal news network and is able to easily broadcast their experiences and opinions to millions. The post Creating a Culture of Resilience and Empowerment – Chief Executive Magazine appeared first on Strativity. It’s time to rethink this policy. Congratulations!

Culture 40

Culture Airlines Policies Leadership 40

CSM Magazine

MARCH 25, 2024

“The customer is always right” is a timeless phrase. But if your customer is being unreasonable, or worse, abusive, should you simply hang up? Contact center agents are on the frontline of customer interactions, representing the face—or rather, the voice—of a company. Here we explore this complex issue.

Policies 52

Policies Call Center Exercises Contact Center 52

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. 25 Ways to Proactively Spot Your Customers’ Pain Points by Call Centre Helper Magazine (Call Centre Helper Magazine) When struggling to deal with customer demand, a lot of contact centres try to recruit more people.

Customer Service 62

Customer Service Tips e-support B2C 62

NICE inContact

FEBRUARY 23, 2016

We are thrilled to announce that Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year. Each year Customer Magazine identifies outstanding achievements within the call center/CRM industry and awards the most innovative customer experience technology solutions.

Net Promoter Score 120

Net Promoter Score Multi-Channel Contact Center Customer Experience 120

Vonage

JANUARY 24, 2019

Specifically, they’re here to help you; the customer. From hotel chains to computer programs, banking brands to tech firms, the duo are experts in this field of ‘Customer Experience’ — or CX. Learn more in the article, Tough Customers , from CONVO, the magazine celebrating the art of great conversation.

Hotels 120

Hotels Banking Customers Consumers 120

Alida

OCTOBER 30, 2019

Kelly Hall, Vision Critical Chief Customer Officer, was recently named one of the Top 50 Women Leaders in SaaS of 2019 by The Software Report. Read more about Kelly’s career journey and thoughts on leadership in her recent interview with Authority Magazine. Here, Kelly shares some wisdom gleaned over her 17-year career in tech.

Chief Customer Officer 187

Chief Customer Officer Leadership Software Report 187

Storyminers

SEPTEMBER 8, 2014

Fueling the growth are retailers that continue to improve the customer experience through responsive website design and mobile apps. The recent edition of Website Magazine illustrates … Continue reading → Blog Customer Experience Retail Apps'

Retail 195

Retail Customers Customer Experience Marketing 195

ShepHyken

NOVEMBER 27, 2023

Each week, I read many customer service and customer experience articles from various resources. Field Tested Tips for Aligning Customer Service and Marketing by Ronnie Gomez (Sprout Social) If a business is an orchestra, then every department is its own instrument. You can’t define your brand—your customer does.

Customer Service 66

Customer Service Net Promoter Score Tips Brands 66

Alliance by IFS

NOVEMBER 14, 2017

Today we are proud to announce that Astea has been named one of the 10 Fastest Growing SaaS Solution Providers for 2017 by The Silicon Review Magazine. The publication selected Astea International based on its technology fluency, strong customer connections, tactical strategies, problem solving techniques and its belief in true innovation.

Innovation 50

Innovation Technology Software Leadership 50

Advantage Communications

APRIL 13, 2020

Artificial Intelligence (AI) is radically changing all types of industries and business, and none more so than IT customer service. In recent years, AI-powered chatbots have become a huge part of the customer experience.

Chatbots 98

Chatbots Customer Service Study Consumers 98

ShepHyken

OCTOBER 21, 2022

This week, we feature an article by Eleanor Hecks , editor-in-chief of Designerly Magazine. She’s also a web design consultant focusing on customer experience and user interface. She shares how customer experience is a valuable marketing strategy. However, customer-centric marketing takes all of that a step further.

Strategy 71

Strategy Marketing Customer Experience Customer Centricity 71

ShepHyken

FEBRUARY 6, 2024

It’s time to come back to a very important topic in customer service and customer experience. I was recently interviewed by Megan Jones, an editor for Call Centre Helper magazine. Uninformed customers – in this story, passengers – who know or feel something is wrong could become frustrated.

Communication 88

Communication Airlines Customer Service Training Leadership 88

CSM Magazine

FEBRUARY 22, 2024

As a customer service professional, cultivating and exemplifying a customer service mindset is not just an asset but a necessity. Here are twelve ways in which you can demonstrate an authentic customer service mindset and lead by example: 1. Put yourself in your customers’ shoes and respond with genuine care and concern.

Customer Service 52

Customer Service Social Media Feedback Customer Centricity 52

Zonka Feedback

DECEMBER 23, 2021

According to Customer Experience Magazine, Only one out of every 26 customers is likely to bring up their complaints. The other 25 customers will simply take their business elsewhere without a word.

Software 52

Software Feedback Customers Customer Experience 52

Calabrio

FEBRUARY 26, 2021

Agents began hosting their frontline communications with customers from home offices – fundamentally shifting how the workforce operates – and many companies finally recognized that new strategies were needed to their customers’ needs at the forefront. Winning Products to Enable Customer Success.

Analytics 130

Analytics Innovation Contact Center Analysis 130

CSM Magazine

JUNE 8, 2023

As a call center agent, your job is to provide excellent customer service and support customers. In this article we’ll explore ways in which AI can be used to enhance customer service and how call center agents can benefit from this innovative technology.

Technology 52

Technology Customer Service Call Center Chatbots 52

Steve DiGioia

JANUARY 6, 2020

But, as a service provider, we never truly know the applicant’s skill set until they’re hired and in contact with your precious customers. Sometimes we’re lucky and hire a gem who goes on to build customer relationships lasting years. Imagine if you could build the ideal customer service agent. This is a dream hire. But are you?

Customer Service 200

Customer Service Exercises Customers Course 200