Fri.Jan 12, 2018

“OK, Google…” How Smart Speakers Will Evolve in 2018

QuestionPro Audience

Move over, smartphone. Smart speakers are the new “it” device. While not exactly new to the market (both Amazon Echo and Google Home launched over a year ago) consumers are coming out in droves in 2018 to purchase these smart speakers.

Problem Solving and Customer Experience Transformation in the Australian Postal System with CCO Christine Corbett

Customer Bliss

Overview. How do you transform customer experience within the postal service – an industry that affects the whole nation?

System 148

Customer or Hostage? The unfortunate story of the UK passenger rail industry

ijgolding

If you happen to live in the UK and regularly have to rely on public transport to commute to and from work, the heralding of a brand spanking new year is unlikely to have filled you with much joy – from the commuting perspective that is.

52 Business Listing Directories and Sites You Need to Know for Local SEO

ReviewTrackers

Getting listed on online business listing directories and sites is one of the most effective ways to boost your business performance on local search.

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.

Utilizing Data Mining Services In Creating Effective Merchandising Strategies

Magellan Solutions

Data mining is one of the most powerful tools that every business needs today. It is the process of computing and analyzing large sets of data to get new ones and different patterns. Computer systems and databases are used to get this fresh and innovative information.

Data 69

More Trending

Don’t get blue this Monday, get away from it all…

Helen Dewdney

Don’t get blue this Monday, get away from it all… Holiday companies use Blue Monday for marketing – here’s how to turn the tables and make it sunny for you and for your wallet!

A Day in The Life of a Customer Service Manager at Online Estate Sale Company, EBTH

StellaService

EVERYTHING BUT THE HOUSE (EBTH) is so popular now that when you sign up to be a bidder, your account number will have 11 digits. Marc Broering, Customer Service Manager at EBTH, can boast of a 4-digit bidder number, meaning he is one of the first ten thousand registrants.

Sales 83

6 Characteristics Your Contact Center Should Have in 2018

Talkdesk

Let’s face it: today’s customers are savvier and more mobile than ever. They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues.

Better Customer Service with Chatbots?

CSM Magazine

Malene Wessel, Head of Marketing at Live Guide Chat believes chatbots can boost a company’s customer service, easily taking over the most simple and frequent types of customer contacts. .

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.

A Contact Center Features Checklist for 2018

Talkdesk

To gain a competitive edge with today’s customers, your contact center features need to continually improve your customer service offering – doing nothing is not a viable option.

How to Meet Customers’ Expectations for Hyper-Personalization

Topdown

There’s no doubt that personalization is important in today’s business world. Customers don’t just think of it as a nice thing to have anymore — they demand it. According to the 2017 Global Consumer Pulse Research , published by Accenture, 48% of consumers expect specialized treatment for being a good customer, with 33% of those consumers who abandoned a relationship doing so because personalization was lacking. Customer Experience Customer Communications Personalization

A Contact Center Features Checklist for 2018

Talkdesk

To gain a competitive edge with today’s customers, your contact center features need to continually improve your customer service offering – doing nothing is not a viable option.

Reputation Is an Effect, Not a Cause

Vocalabs

Reputation Is an Effect, Not a Cause. Peter Leppik. Fri, 2018-01-12 15:05. Customer Experience. One of the reasons to invest in improved Customer Experience is the positive effects it will have on your company's reputation and word-of-mouth. That's great and well-deserved for companies that truly internalize CX. But I've seen a few companies where they treat their Customer Experience as a marketing campaign, and it never ends well.

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.

6 Characteristics Your Contact Center Should Have in 2018

Talkdesk

Let’s face it: today’s customers are savvier and more mobile than ever. They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues.

Guest Blog: Customer Service Role … Avoid these Myths on Customer Service

ShepHyken

This week we feature an article by Mike Schoultz who shares his top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer. This is a great list and one you should pay attention too. – Shep Hyken.

Four Strategic Questions to Ask Before Your Digital Transformation

Strativity

First posted at www.Chiefexectutive.net. Digital transformation is high on executives’ agendas for 2018. Many have started the move and are investing millions of dollars in digitizing their operation. They do so in the name of customer convenience, frictionless interactions and the pursuit of delivering an “Amazon-like” customer experience. News flash: Amazon is not profitable and does not care about profitability. Do you have the same privilege of not being profitable?

How to Prevent Customer Experience Efforts from Failing (part 2)

CallidusCloud

How to Prevent Customer Experience Efforts from Failing (part 2). jwalters. Fri, 01/12/2018 - 15:11

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.

Our customer experience analytics and reporting software

Syngro

We are very happy to show you all our brand new video introducing Syngro Eye, a world-leading customer intelligence platform enabling businesses to put customers at the centre of everything they do.

Is CX Treated as a Strategic Imperative in Your Business?

Verint

If not, it really should be. The benefits of a superior customer experience are now widely accepted. Great CX can equal a loyal and growing customer base, which in turn can equal increasing revenue and market share. But even if CX is a strategic imperative, proving your CX initiatives drive discernible and quantifiable business value can be a tough challenge. However, it's absolutely critical to helping to ensure sustained buy-in, investment and—ultimately—successful outcomes.

Top Reads of 2017 feature Quadient

Quadient

2017 was a big year for Quadient, and a big year in technology. We spend a lot of time writing articles, because it helps us share the things we see when we meet with clients and prospects as they redefine their communication strategies.

Top 4 mistakes companies make when it comes to personalization

Quadient

A personalized experience can be defined as an interaction or engagement that a customer has with a company that leaves them feeling as though their interests, behaviour and preferences were thoroughly taken into account. Organizations who are able to meet their consumers' emotional expectations at an individual level are better able to foster loyalty

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.