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.

The Difference Between Customer Experience and Customer Feedback

Managing the CX is vastly different from soliciting customer feedback. Here’s why traditional customer feedback approaches (CSAT, NPS) are not enough to affect positive, customer-centric change.

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 159

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

Brand Watch

Interview

Groups 100

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

Shoptalk 2019: 4 Key Retail CX Insights

Smarter CX

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

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.

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.

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.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

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.

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?”

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.

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 SaaS Guide to Customer Engagement, Retention, and Advocacy

After onboarding, most SaaS customers have to find their own way to success. This ebook by Influitive is a compilation of some of the best examples of programs designed to drive customer retention and advocacy, with examples from some of the world’s largest and most innovative SaaS vendors.

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

Why is everyone talking about closed loop feedback system? Why you should too!

SurveySparrow

Getting feedback from customers is usually about collecting a bunch of data, usually just for market research and not always do you find companies making changes based on the feedback that is received, which makes it an open loop system.

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.

Why Organizations Hesitate To Go Digital?

VDS

Every company wants to go digital. But, what does that really mean? To some, digital means using the latest tech tools. For others, digital is how a company connects with customers and the available capabilities on any given device.

New Ebook Explores ACI’s Home Advantage Contact Center Service

Advantage Communication

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

eBook 52

Our top tips for making CX and EX work in perfect harmony

Rant And Rave

Wondering what’s going on in the world of customer service, customer experience (CX) and employee engagement? The Upland Rant & Rave team were excited to spend the day discussing this very topic when we attended the annual Institute of Customer Service conference last week.

An Improved Prescriptive Framework for Cross-Functional Customer Success

Gainsight

The most terrible response can be silence. In 2016, the Swedish Academy announced that it was awarding the year’s Nobel Prize in literature to Bob Dylan.

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.