Sat.Nov 06, 2021 - Fri.Nov 12, 2021

Top 4 Steps to Integrate Chatbots into Customer Service

Comm100

Customer service isn’t easy, but new technologies are making it easier. With artificial intelligence like chatbots, brands can serve more customers faster than ever before – all the while keeping a high level of service quality.

CX in 2021 & Beyond: Delivering Next-Gen Customer Experiences at Scale

Uniphore

Vijai Shankar, Vice President, Uniphore, What are the key transformative initiatives that will shape tomorrow’s customer experiences? Research shows that enterprises are betting on automation and AI to lead the way.

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What Is the First Step in a Customer Experience Transformation Roadmap?

InMoment XI

Whether your program is just getting started or has stagnated over the years, this post is for you!

Take off the blinders! Your customers have already engaged with your business before engaging your contact center

NICE inContact

I bought a new "assemble-it-yourself" desk and chair last month to better accommodate my work-from-home lifestyle. Customer Experience Contact Center Management Call Center Best Practices

The Ultimate Guide to CX Surveys

Customer feedback is essential if you want your business to thrive – it will give you the direction to improve. Discover best practices, how to formulate a great survey, and the best customer experience survey questions to ask, all with examples!

Q&A WITH J.CREW: Using Voice Of Customer To Improve Experiences

Alida

We sat down for a virtual fireside chat with Jenny Yi, Sr. Community Insights Manager at J.Crew Group, Inc. to learn their secret to long-standing success in the retail space.

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Three Elements That Make Traditional Market Research Inadequate for Experience Improvement

InMoment XI

What do you think of when you hear the term “market research”? For many brands, it brings to mind putting together scorecards, reporting numbers, and a heavy emphasis on looking to the past.

“Satisfaction Guaranteed” Does Not Lead to Customers Guaranteed

Bill Quiseng

When you are working in customer service, you have been happy that your customers leave satisfied. You have sold them a product or service that meets their wants or needs. Or you solved their problem for them. You were happy because, in the end, they were satisfied.

Data Without Context Is Just Noise: Uncover the Why Behind The What

Alida

Businesses today have become extremely proficient at collecting and gathering data. Afterall, it informs just about every business decision—from identifying gaps in the early stages of the buyer journey to uncovering the biggest pain points for high churn-risk customers.

Data 159

CX Tech Top-ups for November- New Dashboard, Integrations, and More!

IntouchInsight

This month we have rolled out several new product features in the Intouch Platform and IntouchCheck™ that we are so excited for you to begin using. Customer Experience Management Product Updates New Features

Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

Three Elements That Make Traditional Market Research Inadequate for Experience Improvement

InMoment XI

What do you think of when you hear the term “market research”? For many brands, it brings to mind putting together scorecards, reporting numbers, and a heavy emphasis on looking to the past.

CX Leader Roundtable wrap-up

GetFeedback

During the latest CX Leader Roundtable, we explored the connection between employee experience (EX) and customer experience (CX). Articles

Building the CX Tech Stack of the Future

Uniphore

Ravi Saraogi, Co-founder and President APAC, Uniphore and Loan Kiss, Sitdown Events. As enterprises plan for the post-pandemic future, new goals—and new ways to achieve them—shape the customer service landscape.

Consumer Habits: How Petro-Convenience Stores Can Prepare for 2022

IntouchInsight

Since the early days of the COVID-19 pandemic petro and convenience stores have demonstrated just how nimble they can be by rolling out new operational initiatives and last mile services.

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

What Is the First Step in a Customer Experience Transformation Roadmap?

InMoment XI

Whether your program is just getting started or has stagnated over the years, this post is for you!

The 5 Rules to Dramatically Improve the Way You Deal with Customer Complaints

Beyond Philosophy

Lately, my Customer Experiences have been lousy. At the beginning of the pandemic, I was more understanding when Customer Experiences weren’t great. However, 18 months later, my patience has run out, and organizations should have sorted things out by now.

Banking on Great Conversations

Uniphore

For the finance industry, the global pandemic was a watershed moment. Customers unable to access their branch locations increasingly took to digital channels for their customer service needs.

A Fast Answer or the Right Answer

Shep Hyken

Recently I was talking to a customer support rep. She was amazing. She was personable, genuinely cared, and I felt that she understood my problem. That said, we were struggling to get the problem resolved. She said, “I know you want to get this resolved right away.

2021 CX Trends Report

In this e-book, you’ll discover the origins of CX, the evolution into an actionable tool for customer feedback, and where the future of CX is moving towards.

The New Normal: Today’s Brand Must Elevate Customer Experience to Compete

Totango

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers.

What Are Keywords? Definition and How to Use for SEO

DemandJump

Keywords are individual words or phrases that help represent the content of a website. They are beneficial to both users and web page owners because they help organize a lot of information into manageable, searchable words and phrases that allow us to connect.

Preparing for the Journey Ahead

Uniphore

Travel and hospitality were among the hardest hit industries during the pandemic. While today both are recovering, businesses are grappling with new realities on the ground—and in the air.

Travel 130

5 Differences Between Omnichannel vs. Multichannel in Ecommerce

Blueshift

Though similar in perceived meaning, omnichannel vs. multichannel in ecommerce are two very different marketing avenues a brand can use to reach its target audience. Today, we’ll be discussing the five main differences between omnichannel marketing vs. multichannel marketing.

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

CSM Compensation Plans: Factors that Matter

Totango

There is no one-size-fits-all formula for designing customer success compensation plans. Each company is unique and has different goals and KPIs in place that affect CS compensation structures.

The 5 Rules to Dramatically Improve The Way you Deal with Customer Complaints

Beyond Philosophy

The 5 Rules to Dramatically Improve The Way you Deal with Customer Complaints. A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be.

Fulfilling Conversational AI’s Promise in Your Contact Center

Uniphore

Contact centers can deliver superior CX, save costs, and achieve better ROI with AI and automation. Over a year after the onset of the pandemic, contact centers have stepped up digital transformation plans at scale.

6 Ways to Remove Employee Roulette from your Brand’s Customer Experience

The DiJulius Group

Is the level of experience your customers receive is dependent on which employee they encounter? Are there certain employees on your team you hope your best clients interact with? If so, then you have what is known as employee roulette. Employee roulette is a problem most organizations have.

Optimizing Your Customer Journey In 2021

You know it’s important to optimize your customer journey, but you’re not sure which part of that journey to focus on. Customer interactions across multiple touchpoints mean it can be tricky to isolate a specific part that’s going to deliver the best results for you - and your customers. Creating a strong customer experience is now one of the most important priorities businesses focus on. Don’t be left behind. Time to take a customer first approach & start looking at strategies you can implement to optimize your customer journey. Download the guide today!