Tue.Mar 12, 2019

Can AI-Powered Automation and Human-Centered Customer Service Co-Exist?

transcosmos Information Systems

Artificial intelligence has come a long way since the early days when it first appeared as a storytelling device in works of fiction. This gave rise to the popularity of thought-capable artificial beings, inspiring innovators to make this unique concept possible.

CX Paradox: Valuable text analytics models don’t need to be 100% accurate

Wootric

The last few years have seen an explosion in companies adopting artificial intelligence (AI) and machine learning (ML) solutions into their business pipeline.

Laying the Groundwork for Omni-Channel Customer Experiences

Hero Digital

At times, the goal of creating omni-channel customer experiences can sound daunting. Especially for companies in the early stages of CX maturity , the vision of seamlessly integrated technology powering 1:1 personalization across channels seems nearly impossible to actually bring to life.

CX Q&A with Diane Magers & Ben London of Experience Catalysts

Centriam Customer Experience Lab

Diane Magers and Ben London are the powerful duo that head up Experience Catalysts, a consultancy at the forefront of customer and employee experience. They are on a mission to help customer experience (CX) professionals transform how their organizations work to grow business value.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

Looking Ahead: the State of Customer Experience

Customer Bliss

More Trending

How American Homes 4 Rent Is Using CXone to Retain and Engage its Best Agents

inContact

Staffing and empowering a top-notch customer service team is critical, especially when you’re in the business of putting roofs over people’s heads. With more than 52,000 houses in 22 states, American Homes 4 Rent is the leader in the single-family rental homes industry. Behind their success is an unwavering customer commitment to provide professionally managed properties that meet a rigorous standard of quality.

Visual Automation: Boost Agent Productivity with Smart Eyes

TechSee

Visual support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service.

Improve Experience at a Reduced Cost – Move to Cloud

inContact

The modern contact centre is evolving. Studies show that the “best-in-class” are optimizing their services and data flows to empower their contact centre agents with relevant information and proactively manage their customer journeys. How do they do it? Many companies are looking to the cloud to get them there. Today, almost one in two contact centres are currently deployed in the cloud. While adoption is undeniably on the rise, it is important to understand that not all are the same.

Tips 163

Interview: Glover Park Group Analyst Sedale McCall on Data Blending Experiments and the Trouble with Mass Media

Brand Watch

Interview

Groups 101

The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

Shoptalk 2019: 4 Key Retail CX Insights

Smarter CX

More than 8,000 attendees gathered at this year’s Shoptalk conference in Las Vegas.

Benefits and Challenges of a Microservices Architecture

datastax

Many companies are now using microservices for both re-architecting existing applications and for starting brand-new projects and initiatives, and they’re investing heavily in doing so.

Introducing “How Hard Is It to Be Your Customer? Using Journey Maps to Drive Customer-Focused Change”

Heart of the Customer

At Heart of the Customer, we’re pleased to introduce our forthcoming book on journey mapping best practices! Journey mapping opens up extraordinary avenues for business growth, but only when done wisely and well.

Amazing Business Radio: Todd Hopkins

ShepHyken

Core Values and Company Culture. Culture, Commitment, and Taking Care of Customers. Shep Hyken interviews Todd Hopkins. They discuss how having a company-wide culture can lead to better customer service and success for your business.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

Crowdsourced Testing vs. Beta Testing: What’s the Difference?

Centercode

Imagine this: you have two groups of 100 testers. You give them the same product. You ask them to report back on their findings. Would their answers be the same? Well, that depends on who the testers in those two groups are. It also depends on what you ask them.

Debunking Natural Language Processing: Sarcasm

Clarabridge

When I tell people that I work on text analytics products, their first question is often “But, how do you handle sarcasm?”

What is Live Chat & How does it work?

ProProfs Chat

Imagine this: You own a clothing store that’s known for selling unique designs. Your customers love these designs and keep coming back for more.

A Customer Onboarding Checklist for the Digital Era

Totango

When a customer buys your product or subscribes to your service, you need to impress them—fast. Customers form opinions based on their first experiences with a product, so if they get a bad first impression, it can be difficult to change their minds. Customer onboarding is the period after a purchase when your customer is getting to know your product or service. It’s a critical time that can either cement loyalty or lead to customer churn.

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

2019 Quirk's Event Brooklyn: Behavior, Identity, and Agile

Chadwick Martin Bailey

If you’ve just returned from The Quirk’s Event Brooklyn, summarizing the most inspiring content can help prove the ROI for attending. If you missed the show altogether, we’ve also got you covered.

What the Newest Review Data Means for SaaS Companies

Gainsight

Just how accurate are online review aggregators, anyway? If you pull up Google or Yelp for a restaurant, say, you’ll get an aggregate of stars from one to five, the number of reviews counted, and any number of written reviews and qualitative feedback.

Four Questions You Must Ask To Retain Key Customers

Strikedeck

Laura shares why taking time to ask four golden questions is critical not only for retaining your key customers, but also for keeping them completely satisfied. Customer Success Customers Onboarding saas value realization

New Ebook Explores ACI’s Home Advantage Contact Center Service

Advantage Communications

Advantage Communications is proud to announce the launch of its brand-new ebook, which looks at the benefits of stay-at-home agents and how they can be the perfect complement to an organization’s existing brick-and-mortar contact center solution. Customer Service Trends

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A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

CX in 2019: Top customer experience trends to keep on your radar

Beyond the Arc

What will you do differently this year to increase customer satisfaction and attract new business?

Consistent Social Analytics: The Secret to Online Success

NetBase

Remember that time your post went viral and your brand mentions shot through the roof? Or maybe it hasn’t happened yet, but you’re expecting something amazing any day now. You’re overdue!

Best Technical Support – Top 3 Qualities of a Great Support Team

CSM Magazine

Are you ready to start building a world class technical support team ? If so, this is a wise goal. After all, your technical support team provides vital help and assistance for all computer software and equipment used in the business.

4 Benefits of a 360-Degree Customer View

Method:CRM

“KYC” means “Know Your Customer.” And there’s a reason why enterprises from all industries prioritize KYC best practices. It’s because they know that customer knowledge is at the heart of great day-to-day work and long-term success. But those best practices include more than just remembering a person’s name and some details about their business. That’s just the basic stuff you need to make the sale.

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.