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. Now, it seems that a synthetic intelligent machine network bent to end the world isn’t far-fetched thanks to the wonders of technology.

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

Wootric

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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. But even the most iconic brands that are redefining customer expectations often start small, rolling out new technology to a small test group of customers or in a single location before expanding.

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. Customer experience strategy

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

Looking Ahead: the State of Customer Experience

Customer Bliss

In lieu of alieu of a regular Daily Dose video, I want to share with you an excerpt from an interview I did last year with my good friend Laura Ortman—chief customer officer of Equinix —in which we discussed a wide range of topics including the future of customer experience, our role as customer experience leaders, and the experiences of women in leadership. . The following is a lightly edited transcript of the video below. What’s the State of Customer Experience?

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

NICE 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. But while happy customers are vital to the success of a business, happy representatives are equally important, especially with high agent attrition rates presenting a real challenge for contact enters in 2019.

Improve Experience at a Reduced Cost – Move to Cloud

NICE 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.

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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. In one survey by Red Hat , 87% of respondents indicated they are using or considering multiple technologies for developing microservices.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

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

Brandwatch CX

Interview

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. In Shep’s Opening Monologue… He talks about what you should do with customer feedback once you get it. The Interview with Todd Hopkins: Core values can work as a filter to influence every decision you and your employees make.

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.

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. Through insight from CX pros, extensive research, and real-world case studies, you can learn the best way to capture your customers’ experiences […]. The post Introducing “How Hard Is It to Be Your Customer?

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

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. The outcome of such an exercise is not necessary to make changes because of which there is no improvement in the present situation. But if you use a closed loop feedback system, you are more prone to making changes based on the feedback received.

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.

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?” My typical response—“About as well as a human, which is to say not very well at all”— is equally sincere and sarcastic, a poetic homage to the difficulty of the linguistic problem. Sarcasm is mired in a complex web of deep cultural knowledge, emotional sensitivity and individual awareness.

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. But one fine day you come across an emergency and are left with no option but to leave a “closed” sign hanging at your entrance with your contact number on it. But do you think that customers will prefer to discuss an issue encountered with a piece purchased from your store on a phone call? No – they’ll rather prefer to meet you.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

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? Based on our years helping companies with customer experience strategy and communications, the Beyond the Arc team shared insights on some top trends to keep on your radar this year… Put the customer first in customer communications Even if you’ve. Read More. The post CX in 2019: Top customer experience trends to keep on your radar appeared first on Blog @beyondthearc.com.

Shoptalk 2019: 4 Key Retail CX Insights

Smarter CX

More than 8,000 attendees gathered at this year’s Shoptalk conference in Las Vegas. Shoptalk describes itself as an event “where the entire retail ecosystem comes together to create the future of retail based on the latest trends, technologies and business models, including changes in consumer expectations.” ” The 2019 agenda included a closer look at how a renewed customer experience focus is transforming retail. Here are some of the show’s biggest takeaways.

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.

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. Here are three key questions and insights to share with your team: How will we incorporate behavioral analytics into our work this year and beyond?

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

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

Taking Action to Boost Performance Based on Quality Assurance Reports

Playvox

Quality assurance reports give QA analysts, managers and team leaders critical information upon which to make decisions. Customer Experience CX Culture

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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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. However, if you want to build a great team, you have to find the right people and ensure they can work well together. A great way to do this is by evaluating the following three qualities.

Customer Perceptions of the Community Experience

Speaker: Mike Ellis, Vanilla Forums Marketing Manager

What do your customers actually want? In a land of ever-changing customer behaviors and expectations, brands need to understand the experiences customers value the most, and how these can impact their business outcomes. Join us on May 26th at 12 EDT for an in-depth discussion led by Vanilla's Marketing Manager, Mike Ellis. Mike will walk you through this research and guide you on community usage in terms of the most valued customer experience aspects.

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. And to others, digital is simply daunting and maybe even threatening.