Comm100

NOVEMBER 2, 2020

Cutting wait time, reducing operational costs, and improving conversions are just some of the customer service superpowers already enabled by AI. In this case, the customer service chatbot can show empathy and assure patients the doctor will never judge them. Let’s explore the top 6 chatbot examples of 2020.

Chatbots 156

Chatbots Examples Customer Service Banking 156

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. We brought the industry’s first customer engagement hub to market.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? The US picture – could do better Overall 2015 was a poor year for customer service across the US, with close to six out of ten companies (59%) seeing a fall in customer ratings according to the American Customer Satisfaction Index (ACSI).

Customer Service 48

Customer Service Social Media Retail Contact Center 48

Michelli Experience

FEBRUARY 14, 2017

Great customer experience brands are not only “visual storytellers” but they are supporting their customers as those brand loyalists visually communicate about their brand journey. Thanks to livestream.com we know: 81% of internet and mobile users watched more video in 2016 than 2015.

Video 235

Video Retail Communication Course 235

Alida

APRIL 4, 2017

Though brick and mortar sales are down only five percent since 2015, the closure of many anchor tenants has significantly impacted shopping malls. In these precarious times, both established and new retail players need to focus on customer needs. Prioritize customer engagement, not customer service.

Retail 191

Retail Innovation Strategy Omni-Channel 191

Experience Investigators by 360Connext

JANUARY 30, 2015

A bad customer service email is just one interaction, but these kind of things could haunt your brand. Google Doodles are delightful and engaging, but imagine the surprise when they personalized it one day for a lady's birthay!! Disaster Alert: Proactive Customer Service to the Rescue.

Customer Service 110

Customer Service e-support Social Media Leadership 110

Think Customers

NOVEMBER 7, 2014

And it won''t get any easier next year: With companies investing more than ever to differentiate their customer experience, your average offering will soon be considered poor. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy customerexperiencepredictions forresterpredictions futureofcx'

Loyalty 88

Loyalty Customer Engagement Strategy Engagement 88

Talkdesk

FEBRUARY 11, 2015

Is your customer-centric team actively working on providing better customer service in 2015 ? Have you been searching for trends that will help them optimize customer interactions and get a leg up on your competitors ? Below are the top six customer service trends for 2015 according to Forrester : 1.

Trends 40

Trends Self Service Customer Service Customer Centricity 40

GetFeedback

DECEMBER 27, 2018

To increase engagement, surveys need to live where your customers live: on their phones. Mobile-only internet users surpassed desktop-only in 2015 —a major landmark in the mobile space. From 2010 to 2015, email opens on mobile grew 30% , leaving desktop and webmail clients in the dust. Survey frequency.

Survey 225

Survey Net Promoter Score Feedback Abandon Rate 225

Experience Investigators by 360Connext

MARCH 31, 2015

SXSW 2015 was no exception. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Technology 110

Technology Customer Experience Social Media Trends 110

Tricia Morris

OCTOBER 1, 2015

But are customer service preferences and expectations? The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. Global Similarity Highlights.

Self Service 40

Self Service Customer Expectations Report Customer Service 40

Michelli Experience

AUGUST 31, 2016

All of this disruption is designed to create an enriched customer experience! The first started in 2015 when Domino’s began testing driverless delivery vehicles (something Domino’s calls DRU – Domino’s Robotic Unit ). For the purpose of this blog let’s just focus on two elements of the Domino’s pizza delivery innovation.

Technology 189

Technology Travel Innovation Study 189

Experience Investigators by 360Connext

JANUARY 23, 2015

In January, we’ll be examining some basic ideas around social customer care , and what you can do to improve yours. Social Customer Care: Best Practices for Major Engagement. 30, January 2015. Are you ready to engage with customers on social media? 11:00 AM - 11:30 AM CST.

Customer Care 110

Customer Care Social Media Marketing Conference 110

Beyond Philosophy

NOVEMBER 6, 2014

Hiring Customer-Ready Employees. To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Michelli Experience

MARCH 15, 2017

billion gallons in 2015 to 12.8 The article went on to note: “Industry tracker Beverage Marketing Corp. today announced that bottled water surpassed carbonated soft-drinks in 2016 to become the largest beverage category by volume, capping what it described as a “remarkable, decades-long streak of vigorous growth.”…Total

Trends 230

Trends Brands Sales Course 230

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. Published on: January 06, 2016.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Comm100

MARCH 4, 2021

Almost every industry has been impacted by the pandemic in 2020, but nowhere has this been more noticeable than in customer service teams. From customer panic to remote working relocation, 2020 shook up live chat teams across the world. How did agent and customer experience change, and what does this mean for 2021?

Data 132

Data Omni-Channel Effort Score Report 132

Experience Investigators by 360Connext

DECEMBER 23, 2015

In 2015, The Onion showcased customer service (and lack thereof) many times. These 5 headlines really tell the truth about what customers […]. The post Know What Customers Expect? There’s a reason we all love The Onion, America’s finest parody news source. 5 Onion Headlines that Nail It!

Customer Expectations 110

Customer Expectations Consulting Customers Customer Service 110

Beyond Philosophy

NOVEMBER 10, 2014

If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong. 4 Ways to Gain Customers’ Trust in Data Security. Why Most Customer Experience Programs Fail.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Author: Robin Tandon While the peak season for retailers isn’t yet over, many companies are already taking stock and looking at their performance, as well as studying the wider trends that emerged in the run up to Christmas 2015.

Self Service 48

Self Service Customer Experience Ecommerce Social Media 48

Beyond Philosophy

NOVEMBER 18, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Putting the Power of Your People to Work.

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

Experience Investigators by 360Connext

APRIL 23, 2015

Jon Galloway (@jongalloway) April 12, 2015. Vocal customers offer valuable ideas. I asked Amy about how she hears from customers like me, who sometimes are using their app on a daily basis. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Thanks, @TripIt ! —

Social Media 110

Social Media Travel Rewards Programs Innovation 110

Experience Investigators by 360Connext

MARCH 24, 2015

Mike Zarin (@zarin) March 24, 2015. It’s vital to get rid of acronyms and business speak so it doesn’t sneak into customer service conversations, sales calls, or customer conversations, because it inevitably will! Improving customer experience starts with a commitment to change the culture. So many answers!

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Comm100

MAY 4, 2022

In this article, you’ll see why credit union digital transformation must be a priority and how credit unions can accelerate their digital transformation with the introduction of digital customer engagement software and tools. Why digital transformation is crucial. Credit union digital transformation success stories.

Chatbots 222

Chatbots How To Omni-Channel e-support 222

transcosmos Information Systems

OCTOBER 22, 2015

What makes a company stand out from the rest is their ability to provide the best customer service. In fact, it was Robert Half, a Human Resource Firm Consultant who said, that “when the customer comes first, the customer will last.” The question is: how do you cope with customer service trends?

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

transcosmos Information Systems

OCTOBER 22, 2015

What makes a company stand out from the rest is their ability to provide the best customer service. In fact, it was Robert Half, a Human Resource Firm Consultant who said, that “when the customer comes first, the customer will last.” The question is: how do you cope with customer service trends?

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

Eptica

DECEMBER 1, 2015

Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Published on: December 02, 2015. Given these challenges, how are they coping with becoming more customer centric? recently released a new report aimed at helping them deliver customer service excellence.

Customer Service 48

Customer Service Social Media CRM Contact Center 48

Experience Investigators by 360Connext

JANUARY 26, 2015

And I nod along as my seat mate or party friend tell me the latest horror story of waiting on hold, paying for service that wasn’t requested, losing service unexpectedly, or more. The viral videos of customer service reps losing their cool or falling asleep on couches fit nicely into these categories, too.

Industry 110

Industry Customer Experience Social Media Leadership 110

Experience Investigators by 360Connext

JUNE 22, 2015

Social media as a customer service channel is now a given. Customers turn to this method when they are frustrated, and aren’t afraid to air their grievances publicly. 67% of consumers have used a company’s social media site for servicing, according to J.D. Help users find each other and support your brand.

Social Media 110

Social Media Engagement Video Innovation 110

Kustomer

JUNE 11, 2020

New York, NY – June 11, 2020 — Kustomer , the omnichannel SaaS platform reimagining enterprise customer service to deliver standout experiences, announces today that it has been named in Gartner’s Magic Quadrant for the CRM Customer Engagement Center (CEC) report, published on June 4, 2020 by the research and advisory firm.

CRM 52

CRM Customer Engagement Engagement Self Service 52

Eptica

DECEMBER 11, 2015

Date: Friday, December 11, 2015 Festive failings in UK customer service. Published on: December 11, 2015. Clearly the stakes are high, and delivering fast, responsive customer service and a superior experience are key parts of attracting and retaining shoppers in the run up to December 25 th.

Self Service 48

Self Service Customer Service Social Media Retail 48

Eptica

AUGUST 11, 2015

Date: Wednesday, August 12, 2015 The importance of emotion to customer engagement. Published on: August 12, 2015. Customer service is no different. We’ve all had good and bad customer experiences where emotional engagement (or disengagement) has radically changed the interaction.

Customer Engagement 48

Customer Engagement Engagement Social Media Sports 48

PeopleMetrics

JULY 14, 2015

These individuals received the most customer recognition through PeopleMetrics customer experience software in 2014, proving their consistency in going above and beyond to deliver for customers. Winners of the 2015 Award are: Jen Beier of 1st National Bank. They are attuned to customer and client needs.

Customer Centricity 48

Customer Centricity Brands Hotels Banking 48

Eptica

APRIL 29, 2016

Date: Friday, April 29, 2016 Insurers struggling to connect with customer service. Greater competition and the rise of price comparison sites are impacting revenues and margins, while customer loyalty is a thing of the past. In 2015 just half gave accurate answers. Published on: April 29, 2016.

Insurance 48

Insurance Connections Customer Service Self Service 48

Experience Investigators by 360Connext

JUNE 15, 2015

Women, he believes, consider the customer more. YWCA Chicago (@YWCAChicago) June 10, 2015. Impressive #leader who understands what #customer first leadership means. A photo posted by Jeannie Walters (@jeanniewalters) on Jun 10, 2015 at 11:26am PDT. Jack Ma @AlibabaGroup “women are key to #success “!

Leadership 110

Leadership Innovation Social Media Consulting 110

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Author: Robin Tandon Having recently looked back on customer experience in 2015 , what is predicted for the coming year? Eptica research backs up the need to make self-service easier. Published on: January 20, 2016.

Self Service 48

Self Service Customer Service Contact Center CRM 48

ijgolding

DECEMBER 2, 2015

Followers of my blog will know that I am keen to share others perspectives on the subject of Customer Experience when the opportunity arises. ” The big question is HOW do you achieve it – how do you transform an organisation to become Customer Centric? .” I am delighted to be able to do just that in this post.

Engagement 96

Engagement Customer Centricity How To Culture 96