Kayako

MAY 13, 2022

Today’s customer expects efficient, seamless interactions with products, services, and customer service help across various devices. Kayako’s SingleView™ includes every customer’s interaction in our help desk support ticketing system so that customer service agents can access a centralized, visual story of the entire customer journey.

Self Service 275

Self Service Knowledge Base e-support Policies 275

Quadient

MAY 23, 2022

Customers who perceive their interactions with your company as highly positive purchase more of your products and/or services, purchase more frequently, are more loyal, and are more likely to share their positive views with personal contacts and online communities. . These interactions have two components. Marissa Feigen. Experience.

Contact Center 105

Contact Center Meeting Social Media Call Center 105

Esteban Kolsky

JANUARY 29, 2019

There is so much potential around KM and the way to use it to automate a large number of interactions in an enterprise – why isn’t it done? Good stuff, and it is excerpted in blogs post – three already published (you can access them from the main page ) and you can also register to download the white paper at this page.

Case Study 92

Case Study Study Innovation Interaction 92

Comm100

JANUARY 21, 2020

With digital omnichannel engagement, you can automate proactive interactions based on custom rules that guide users through the customer journey. Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. White Paper.

Customer Journeys 100

Customer Journeys Social Media B2C Omni-Channel 100

Vonage

JUNE 23, 2017

Engagement is about interacting and attraction. One that is pushy and promotional or one that is about interacting and relationship building? But, today a good website is about offering up new content, sometimes daily (or even more often), in the form of articles, white papers, videos and even games.

Customer Experience 193

Customer Experience Marketing Advertising Customer Service Training 193

Storyminers

JANUARY 26, 2015

From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems. Companies were the early adopters.

Meeting 100

Meeting Customer Experience Design CRM Strategy 100

CSM Magazine

OCTOBER 12, 2023

Sabio Group, the global digital experience transformation services specialist, has partnered with customer engagement expert Martin Hill-Wilson to release the 2023 edition of its acclaimed CX Realities white paper series.

Groups 52

Groups Omni-Channel Customer Journeys Customer Engagement 52

Vonage

MARCH 26, 2018

At NewVoiceMedia, we believe that competing in today’s CX-driven economy requires businesses to understand the link between emotion and customer loyalty, and provide more personalized and emotive customer interactions. Here’s what we learned. Providing a seamless omni-channel service that makes sense for your customer base is essential.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

SaleMove

MAY 14, 2021

Digital Customer Service helps make make any live interaction with customers simple and easy. We explore this topic further in our white paper, “ How P&C Insurers are Using Digital Customer Service as a Differentiator.”

Insurance 52

Insurance Self Service Contact Center Call Center 52

TechSee

OCTOBER 19, 2021

Visual assistance is an emerging technology powered by video and augmented reality that allows users to instantly stream their mobile device camera or screen for real-time, interactive visual engagement. Is visual assistance the answer to how to reduce returns? Truck Roll Rates, and. First Contact Resolution.

How To 124

How To e-support Self Service Retail 124

Comm100

JANUARY 21, 2020

With digital omnichannel engagement, you can automate proactive interactions based on custom rules that guide users through the customer journey. Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. B2B vs. B2C conversion.

Customer Journeys 209

Customer Journeys Social Media B2C Omni-Channel 209

Vonage

FEBRUARY 13, 2017

In NewVoiceMedia’s White Paper, Serial Switchers Strike Again , we discovered that 70% of consumers are more loyal to a company when they provide excellent customer service, and 40% spend more. To learn more about excelling in sales and service, take a look at our selection of insight-packed white papers.

Analytics 133

Analytics Customer Service Customer Satisfaction Software 133

Clarivate

FEBRUARY 28, 2024

This subject is discussed in a forthcoming white paper from Clarivate. Data visualization and interpretation tools Data visualization tools such as interactive dashboards and heatmaps facilitate the exploration and interpretation of complex datasets, enabling stakeholders to identify trends, outliers, and actionable insights.

Tools 59

Tools Healthcare Analysis Analytics 59

ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience.

Customer Success 80

Customer Success Loyalty eBook Conference 80

CSM Magazine

SEPTEMBER 8, 2023

In a release from Genesys, it reads: “…through bi-directional data sharing, CX Cloud from Genesys and Salesforce allows organisations to better understand customer interactions, behaviour and history across their journey”. Looking to find out more?

Groups 52

Groups Leadership Multi-Channel CRM 52

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. Justify customer loyalty through excellence – innovate audience interactions. Many executives are interested in improving and understanding customer experience.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

InMoment XI

APRIL 26, 2022

Many audiences—like senior citizens or those without internet access—are far more likely to respond or far more comfortable with paper surveys than online surveys. Plus paper surveys are often easier to read for many since they’re printed in large fonts with black text on white paper. In-Person Surveys.

Survey 260

Survey Customer Experience Fashion Groups 260

Calabrio

SEPTEMBER 21, 2016

Yet, the average organization analyzes a whopping 2% of these interactions—and most of this analysis has a reactive, remedial goal. They’re making their agents smarter to make interactions better. Learn more about how to turn your contact center into a business intelligence hub in this complimentary white paper.

Contact Center 100

Contact Center Analytics Technology Customer Voice 100

Calabrio

APRIL 27, 2017

Your agents may work one interaction to the next, but when it comes to their careers, they are looking at the big picture. Download this white paper to learn more about changing workforce challenges in the contact center. Invest in your agents. What are they working toward at your company?

Contact Center 162

Contact Center Engagement Self Service Social Media 162

Talkdesk

DECEMBER 1, 2020

Account & Interaction Management: How an organization integrates enterprise systems to collect, maintain and distribute customer information. Workforce Management: How an organization assigns the right employees with the right skills to the right job at the right time to meet demand.

Contact Center 104

Contact Center How To Roadmap Customer Centricity 104

Integrate.ai

DECEMBER 16, 2019

In our responsible AI white paper , we list the five key principles of responsible AI: Aligned: Models should be aligned to the populations they intend to benefit. And we achieve this while helping companies like TELUS deliver more meaningful and relevant customer interactions. In other words, a responsible AI.

Telecommunications 75

Telecommunications Industry Government Touchpoint 75

ShepHyken

MARCH 26, 2019

Social media has transformed how customers and businesses interact. With years of experience as a contact center analyst, a customer service advisor, and more, she has authored over 150 white papers, e-books, and webinars. Natalie Petouhoff is the Vice President of Customer Service Innovation at Salesforce Service Cloud.

Chatbots 123

Chatbots Contact Center e-support Social Media 123

Clarivate

OCTOBER 7, 2021

However, everyday inside a company there are interactions that are about serving each other with data, reports, insights and general help. Turning each interaction into a customer interaction will quickly become eye opening for all colleagues. Treating everyone as your customer.

Customer Experience 59

Customer Experience Consulting Culture Innovation 59

UJET

DECEMBER 2, 2020

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago. But now the world is very different. appeared first on UJET.

Omni-Channel 72

Omni-Channel Contact Center Self Service Virtual Agent 72

Beyond Philosophy

JANUARY 23, 2021

One of the contributing factors to this mindset is the number of stories we hear in business books, blog posts, white papers, and TED talks that describe how organizations change this one small thing and revenue increases by 50 percent. While that makes an interesting story, it isn’t the typical result of making a small change.

Customer Experience 89

Customer Experience Consulting Financial Customers 89

Integrity Solutions

JANUARY 15, 2020

Successful selling requires a consistent demonstration of integrity, sincerity and honesty in all sales interactions. Our white paper Selling in Sync: What to Do When Conflicting Beliefs Create a Sales Roadblock takes an in-depth look at four profiles of salespeople whose beliefs and values are out of alignment.

Sales 89

Sales Banking Guidelines Tips 89

Calabrio

JULY 29, 2016

Analytics technology has reshaped the contact center space, and organizations that have embraced it to improve the quality of customer interactions are gaining the upper hand competitively. However, for companies to really understand interactions within the contact center, evaluating interactions at random will not give a complete picture.

Contact Center 100

Contact Center Self Service Analytics Omni-Channel 100

CloudCherry

JANUARY 22, 2020

A recent Forrester white paper entitled How to Transition Your Voice-Of-The-Customer Vendor explains that “failure is not always the vendor’s fault.” Such technology solutions “make it possible to tap many more customer voices beyond individuals with whom the business interacts the most. Don’t forget about culture.

How To 243

How To Social Media Analysis Feedback 243

Talkdesk

DECEMBER 10, 2020

Determine CX maturity priorities Deploying a digital transformation strategy will affect the channels, processes and people by which your customers interact with your brand. What challenges, shortcomings or missed opportunities will your business experience by staying on-prem?

Contact Center 115

Contact Center How To Transportation Roadmap 115

Zeisler Consulting

SEPTEMBER 15, 2021

is to improve the alignment between what your company says it’s all about (call it mission/vision, corporate values/principles, or simply Brand Promise) and the experience your Customers have when they interact with your brand. Here it is: The purpose of Customer Experience as an endeavor (a department, a practice, a field of study, etc.)

Effort Score 93

Effort Score Sales Exercises Study 93

inmoment

JULY 6, 2020

As we outline in our recent white paper on this subject, Five Predictions About The Future of Retail Banking , retail banking brands can achieve this goal by asking the right questions. It’s helpful for these banks to ask themselves what about recent customer interactions has been the most surprising.

Banking 52

Banking Retail Financial CRM 52

Totango

AUGUST 23, 2022

B2B customer journey touchpoints are occasions when business customers interact with a brand. Touchpoints also include occasions when clients interact with your software app in a SaaS context. Which business functions or departments are involved in the interaction. What functions the interaction serves. White papers.

Customer Journeys 115

Customer Journeys Touchpoint B2B Social Media 115

Education Services Group

AUGUST 27, 2018

In fact, researchers Dominic Fareri, Luke Chang and Mauricio Delgado published an article in The Journal of Neuroscience (2015) demonstrating the power of collaborative interactions in building and maintaining relationships. Read about this study and others in our white paper, Neuroscience and Customer Success. Learn More!

Customer Success 51

Customer Success Customers Study Strategy 51

Andrew Mcfarland

SEPTEMBER 23, 2022

In addition, webinars, white papers, and video content are essential for establishing credibility. This human-to-human interaction requires a customized approach. An active blog, white paper, or webinar can also help you build credibility. The process starts with connecting with a buyer.

Competitive Advantage 48

Competitive Advantage Touchpoint Meeting Sales 48

Clarivate

NOVEMBER 23, 2021

Many studies have proven that how we behave as an organization is exactly how our customers view us when we interact with them. For more tips and best practices for a more impactful voice of the customer program please download our white paper.

Customer Experience 52

Customer Experience Sports Leadership Consulting 52

Calabrio

JUNE 13, 2017

Customers visit, explore their options, digest our content and in many cases, can self-serve, all with little-to-no human interaction and expense on our part. Take a look at our white paper, Simplexity, Break Customer Service Out of Chaos and Move Forward. Our websites are a bustling foundation for self-service.

Self Service 100

Self Service Contact Center Call Center Training 100

Calabrio

JUNE 13, 2017

Customers visit, explore their options, digest our content and in many cases, can self-serve, all with little-to-no human interaction and expense on our part. Take a look at our white paper, Simplexity, Break Customer Service Out of Chaos and Move Forward. Our websites are a bustling foundation for self-service.

Self Service 100

Self Service Contact Center Call Center Training 100