Tue.Feb 07, 2017

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The Future of Customer Service: Human Intelligence (HI) or Artificial Intelligence (AI)

Michelli Experience

I have been slow to accept that, from a service perspective, humans will ever be replaced by computers. I’ve suggested that customers will resist “robots” and I’ve based my thinking in part on the “uncanny valley” hypothesis which postulates that the more robots look like humans the less humans will feel comfortable with them. I am starting to rethink my assumptions and my conclusion.

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5 Ways Social Media can Change the Game

InMoment XI

The market research industry continues to be all abuzz about social media. Will it reshape the industry? Or is it useless as an information source? Most social media analysts believe consumer-generated media will broaden the horizons available to a market research team and insights gleaned from social media intelligence will be an integral part of every.

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Developing a New CCO Organization For Dell – During Their Merger With EMC, with Karen Quintos – CB37

Customer Bliss

Episode Overview. Karen Quintos is the EVP and CCO of Dell Technologies, which came about as the result of Dell and EMC merging, which created the world’s largest privately-held tech company. Karen is a great leader, but I also thought this conversation was interesting because of the merger aspect, the tech industry aspect, and the privately-held aspects.

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5 Ways Social Media can Change the Game

InMoment XI

The market research industry continues to be all abuzz about social media. Will it reshape the industry? Or is it useless as an information source? Most social media analysts believe consumer-generated media will broaden the horizons available to a market research team and insights gleaned from social media intelligence will be an integral part of every.

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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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Six customer service mistakes you probably don’t know you’re making (and how to fix them)

Vonage

It’s natural to always be on the lookout for ways to improve customer service at your organisation – but, sometimes, we’re so busy looking elsewhere that we don’t recognise what’s right under our own noses. How else can you explain these common customer service mistakes, which are so ubiquitous that many businesses don’t even know they’re doing anything wrong?

More Trending

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Your plan for growth in 2017

SuiteCX

Current State. We all know that customer landscape is changing quickly. Over 90% of customers have higher expectations than they did last year and 64% of consumers switch some service providers every year (source: Accenture research). Customers aren’t your only problem. Your costs are rising faster than your revenue, putting pressure on margins. You’re also faced with new competitors at every turn.

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Amazing Business Radio: Jeremy Watkin

ShepHyken

Jeremy Watkin on How Listening to Your Customer Service Reps Can Give You a Competitive Advantage. Do you realize there is a hidden gem in your customer service department? Shep Hyken speaks with Jeremy Watkin to discuss the strategies you can use to mine that hidden gem, which can give your organization a competitive advantage. But first… Shep Hyken discusses the power of the customer satisfaction survey.

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Your plan for growth in 2017

SuiteCX

Current State. We all know that customer landscape is changing quickly. Over 90% of customers have higher expectations than they did last year and 64% of consumers switch some service providers every year (source: Accenture research). Customers aren’t your only problem. Your costs are rising faster than your revenue, putting pressure on margins. You’re also faced with new competitors at every turn.

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Don’t Forget to Map the Employee Journey

Heart of the Customer

A while ago I led a journey mapping workshop at the ICMI conference. It was a ton of fun, as we mapped out how Amanda chooses her new health insurance plan. We looked at how and when to use journey mapping (answers: frequently, and in partnership with customers). During a break, one call center director asked […]. The post Don’t Forget to Map the Employee Journey appeared first on Heart of the Customer.

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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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Top 5 Elements of Enterprise IT Infrastructure

transcosmos Information Systems

As a general business practice, organizations need to adhere to industry standards when it comes to setting up their policies, systems, or processes including those related to IT infrastructure services. For IT enterprises, this means putting proper safeguards in place to ensure that your IT framework performs efficiently for your end users. Without a robust IT structure, your business operations will suffer, as well as your service to customers.

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Don’t Forget to Map the Employee Journey

Heart of the Customer

A while ago I led a journey mapping workshop at the ICMI conference. It was a ton of fun, as we mapped out how Amanda chooses her new health insurance plan. We looked at how and when to use journey mapping (answers: frequently, and in partnership with customers). During a break, one call center director asked […]. The post Don’t Forget to Map the Employee Journey appeared first on Heart of the Customer.

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Customer-Centric Roundup: January 2017

iPerceptions

2016 was a big year for digital marketing, but the world is constantly evolving. With innovations and consumer preferences rapidly changing, it's important to operate with a forward-thinking mindset.

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4 Reasons Love Letters Make Your Customers Swoon

Russel Lolacher

What better way to show your customers you care than with a love letter. And it doesn’t just have to be for Valentine’s Day. Oh hello Valentine’s Day. That day when lovers demonstrate their affection with gifts, words of love or events to mark the occasion…or all three. Depending on what you’re into. Well customers also like to feel.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Why the Call Center Needs of Your Startup Can Be Totally Outsourced

Magellan Solutions

Contrary to what some business owners and entrepreneurs think, there are call centers and business process outsourcing (BPO) companies who cater to the needs of small and medium-sized enterprises (SMEs) and start-ups. If your start-up needs professional assistance on customer service, live phone answering and tech support but you don’t know where to get help, you can stop worrying.

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Five Ways Hotels Can Build a Successful Digital Strategy for Improving Guest Experience

Avaya

If research has shown us anything, it’s that companies across virtually every sector are realigning around digitization. So much so that 80% of companies identify digital transformation as their top strategic priority, and nearly half of CIOs plan to spend 50% or more of their time in digital activities by 2021 (compared to 13% currently). Overall, IDC expects spending on digital transformation to surpass $2 trillion by 2019.

Hotels 50
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What is a customer room – and how can it solve siloed thinking?

MyCustomer

Engagement How can a customer room solve siloed thinking?

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Industry Spotlight: Healthcare Insurance Member Experience

Clarabridge

With all the uncertainty swirling around health insurance coverage in the United States, we thought it was time to look at what consumers think about the service they get from their healthcare insurance providers. What does customer feedback tell us about the healthcare insurance member experience? The news is not good. In this report from industry expert Bruce Temkin, we find that health plan providers are missing the mark when it comes to customer experience.

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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Start Planning Your Contact Center SMS Strategy

Talkdesk

A phone is a device built for one purpose: communication. But the scope of communications is more broad than it’s ever been. The smart phones in our pockets and purses are not just devices to transfer voices across the miles anymore. These multi-purpose computers can do that, but they also email, pay bills, book services, browse the internet and much more.

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Industry Spotlight: Healthcare Insurance Member Experience

Clarabridge

With all the uncertainty swirling around health insurance coverage in the United States, we thought it was time to look at what consumers think about the service they get from their healthcare insurance providers. What does customer feedback tell us about the healthcare insurance member experience? The news is not good. In this report from industry expert Bruce Temkin, we find that health plan providers are missing the mark when it comes to customer experience.

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CEM maturity model pt 1: Assessing your customer-centric vision

MyCustomer

Loyalty. CEM maturity model pt 1: Customer-centric vision.

CEM 49
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What’s in Store at the Verint Engage Global Customer Conference?

Verint

These days, organizations across all industries need to make good use of their time and resources—and discover ways to strengthen customer relationships. Verint customers have the opportunity to do all three in sunny Orlando, Florida, May 22-25 at the Verint Engage Global Customer Conference.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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The Truth About Objectives for Abandonment

Brad Cleveland Blog

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A Tool For Positive Change: Five Tips for Building a Customer Journey Map

Verint

Building a great journey map is not easy. In our experience, the best approach is to make the initial investment in a holistic map and its supporting customer data, and then drill down to solve transactional issues in the next phase.

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The Truth About Objectives for Abandonment

Brad Cleveland Blog

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Too Much Data – Poll Results

Confirmit

Last month I presented a webinar titled “Too Much Data? Time to Untangle the Web” ( you can watch it on-demand here if you missed it ). During the session, we wanted to get a sense of where our audience stood in terms of their own CX data, so we asked two questions of all those attending. How much CX data does your business have available?

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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{Infographic} The Future of Customer Service: Artificial Intelligence vs Human Intelligence

Michelli Experience