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 CX Blog

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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.

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.

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

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

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.

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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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.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

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

Brandwatch CX

Interview

Groups 101

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.

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.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

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.

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.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

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.

Shoptalk 2019: 4 Key Retail CX Insights

Smarter CX

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

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?

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.

The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: at your employees' relationships with each other, and with the company. Not only does it take powerful leadership, but a complete shift in focus: your company must be customer-centric in every function.Based on his 20-years with Walt Disney World along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for engaging employees in delivering outstanding customer service. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization

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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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.

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.

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.