Mon.May 15, 2017

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The Simple Truth Behind Customer Service Excellence

Who's Your Gladys?

National news, Twitter and YouTube are loaded with examples of customer service gone wrong. While there are lessons to learn from service breakdowns, there’s even more value in following leaders who share a consistent set of guiding principles for “getting service right.” Harry D. Cohen. The post The Simple Truth Behind Customer Service Excellence appeared first on Who's Your Gladys?

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3 Reasons Why I’ll Never Insult You and Install a Chatbot On My Blog

Steve DiGioia

…I have too much respect for you to do that This original article was written by Steve DiGioia. Technology is your friend. You have an obligation to your readers to use every possible means to interact with them or, what are you afraid of? These are some of the comments I’ve received when I asked a few friends if I should put a chatbot on my blog. In case you don’t know, a “chatbot” is a computer program designed to simulate conversation with human users, especially over the Internet.

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Report: The Shift To Customer Journey Insights

Experience Matters

We just published a Temkin Group report, The Shift To Customer Journey Insights. Here’s the executive summary: Customer insights are critical to customer experience programs. However, current insights’ efforts tend to focus on individual interactions rather than on a customer’s entire journey, and as a result, they often fail to provide a complete picture of a […].

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Paying Attention to Customer Behavior Means Big ($$$) Returns in Email

SuiteCX

Although email has evolved and matured to the point where is essentially ubiquitous, I continue to be amazed at how little attention is paid to how to incrementally measure and improve the results – particularly since the entire process is incremental. There is an all too common, but nonetheless stunning, lack of interest in the financial results from email campaigns.

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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Report: The Shift To Customer Journey Insights

Experience Matters

We just published a Temkin Group report, The Shift To Customer Journey Insights. Here’s the executive summary: Customer insights are critical to customer experience programs. However, current insights’ efforts tend to focus on individual interactions rather than on a customer’s entire journey, and as a result, they often fail to provide a complete picture of a […].

More Trending

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Paying Attention to Customer Behavior Means Big ($$$) Returns in Email

SuiteCX

Although email has evolved and matured to the point where is essentially ubiquitous, I continue to be amazed at how little attention is paid to how to incrementally measure and improve the results – particularly since the entire process is incremental. There is an all too common, but nonetheless stunning, lack of interest in the financial results from email campaigns.

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Major Release Version 9.0

Uniphore

Major Release Version 9.0. Learn about the updates to Jacada Intelligent Assistant. Version 9.0. Read More.

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5 Top Customer Service Articles For the Week of May 15, 2017

ShepHyken

Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. A Look at Southwest Airlines 50 Years Later by Joseph Guinto. (D CEO) Half a century after its incorporation papers were filed, the Dallas-based carrier is working harder than ever to reinforce its unique corporate culture.

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Article: A Deeper Explanation of Neural Networks (Easy to Understand, Though)

Esteban Kolsky

Title: Comment on a Medium Article. Source: Surfin’ Link: [link]. My Perspective: Back in the 1980s I took a couple of classes in neural networks. It was, at the time, the logical continuation of my interest in AI: we had little machine power, but we had C and Pascal (not to mention FORT and Assembler) and that was going to be enough. The first course was a three months jaunt into building a neural network that could recognize any letter in in the alphabet by either hearing the sound or

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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4 B2B Content Marketing Myths That Need To Die, According To Jason Miller

Influitive

As a B2B content marketer, you’re under a lot of pressure. It’s harder to get prospects’ attention with the sheer volume of content that’s out there. You’re expected to create tons of new and exciting content—often all by yourself (or with limited resources). Plus, increasingly globalized audiences mean that you have to produce even more.

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What leading retail banks must do to maintain high satisfaction

ForeSee

While congratulations to those that ranked high in the latest J.D. Power U.S. Retail Banking Satisfaction Study (list below) is in order, the challenge for these banks (as well as. The post What leading retail banks must do to maintain high satisfaction appeared first on ForeSee.

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Broken Guitars and Broken Promises

Escalent

How Customer Service is Being Transformed by the Growth of Mobile Messaging The world watched in astonishment a few weeks ago as a video surfaced of a United Airlines passenger being physically dragged from a plane after he refused to … Continue reading →

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The Path to Building an Integrated VoC Program

Confirmit

Essential Steps for Building an Integrated VoC Program. If you are like most companies, ensuring you meet and exceed customer expectations is a top priority. This begins with eliminating data silos and empowering employees with relevant insights that build long-lasting customer relationships. But gaining a 360-degree view of the customer experience can be a challenge.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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Hotel Reputation Management: 9 Best Practices and Tactics

ReviewTrackers

Across all segments of the hotel and hospitality industry, online reputation has become one of the most powerful drivers of revenue and growth. Whether you’re managing a boutique resort with a dozen rooms or an international destination brand with tens or hundreds of hotel properties around the world, your ability to monitor, influence, and improve the way your hotel is perceived online by existing and potential guests can spell the difference between winning and losing.

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10 Leaders Share Their Customer Success Career Paths

Amity

Customer Success seems to be the new “it” job in SaaS. From new grads to established professionals with various backgrounds, there’s a growing interest in how to get into Customer Success. Not only can it be difficult to enter the industry, it’s also challenging to have a clear idea of what your career path should look like. We asked 10 Customer Success Leaders who’ve built and managed thriving Customer Success organizations “ How did you get started in Custom

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How To Maximize Service Contract Renewals

Middlesex Consulting

This post was adapted from an article written by Sam Klaidman and Dennis Gershowitz that originally appeared in the September 2009 edition of the AFSMI Sbusiness News (no longer published). Ever wonder why people fail to renew an existing service contract? Looking for the right actions to take to preserve and grow your revenue stream? Then look no further.

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