NICE inContact

JANUARY 24, 2018

If one was to choose a subject that emerged as a unifying theme across the contact center market in 2017, it was artificial intelligence (AI). SmartAction – AI engine powers self-service across voice and digital channels using natural language processing (NLP). Artificial Intelligence.

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

Steve DiGioia

JANUARY 9, 2017

Year after year we hope service and the customer experience gets better. But great service comes at a cost, a high labor cost that many businesses are not willing or able to pay. Technology, that’s it. This cutting edge technology can allow a customer to stand still while they virtually “try on” various articles of clothing.

Self Service 100

Self Service Chatbots Advertising Fashion 100

NICE inContact

MARCH 27, 2018

A major conversational shift around artificial intelligence (AI) occurred in 2017. As revealed by the CX Transformation Benchmark Study : Over two-thirds of all customer service interactions, or total volume, are with live customer service agents (e.g., Over two-thirds of customers prefer agent assistance over self-service.

Contact Center 137

Contact Center Self Service Study Omni-Channel 137

ShepHyken

SEPTEMBER 11, 2017

A perfect way to open a discussion about some very important customer service topics. 12 Ways To Keep Customer Interaction Alive In The Face Of Self-Service Technology Integration by Forbes Communications Council. Five Ways to Humanize Customer Service by Jeff Toister. Thanks for this great list of ideas.

Self Service 83

Self Service Customer Service Customer Service Training Customer Care 83

transcosmos Information Systems

MAY 10, 2017

Customers have grown accustomed to speed and immediate solutions because of the conveniences offered by technology today. These demands have left companies feeling pressured as they try to please customers with limited customer service personnel. No wonder self-service is expected to grow from $4.33 Forrester Research ).

Self Service 59

Self Service Knowledge Base Social Media Study 59

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. But with simpler, less urgent concerns, 40% prefer self service methods first.

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

Customer Bliss

MAY 3, 2017

This especially holds true when it comes to customer service. In fact, CEB data shows that 81 percent of customers today will use self-service channels first before reaching out to a company to speak to a customer service rep live. changing your address, checking your billing statement, checking into a flight, etc.),

Self Service 134

Self Service Customer Service Contact Center Airlines 134

Answer Dash

OCTOBER 15, 2019

The global customer self-service market is booming, with a compound annual growth rate (CAGR) of 18.4%. Self-service is taking over and becoming a key player in the customer service market, and both companies and consumers should take notice. Today, this is really necessary in the modern technological climate.

Self Service 52

Self Service Software Marketing Customer Relationship Management 52

NICE inContact

JUNE 28, 2017

Technology has dramatically changed consumer expectations over the last 10 years with companies who want to lead in the digital customer experience finding ways to utilize technology in smarter ways. New technology can enhance both agent-assisted and self-service interactions.

Report 120

Report Customer Experience Self Service Trends 120

Alliance by IFS

NOVEMBER 9, 2017

Today we announced our inclusion in the 2017 “Magic Quadrant for Field Service Management*” report based on our “product breadth, product depth and strong customer retention.” Astea Alliance integrates with several IoT platforms so that service organizations can drive efficiency enhancements as a result of better data.

Self Service 15

Self Service Management Customer Retention Customer Satisfaction 15

TechSee

APRIL 24, 2018

If the customer is technologically-challenged, or the model is slightly different, or the environment does not match the one in the video, the customer experience can be negatively affected. Imagine that a telecom company launches a new TV service and must handle set top box installation for one million new subscribers.

Self Service 116

Self Service Call Center Video Consumers 116

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Customer-facing AI technologies. billion worldwide by 2025, with a CAGR of 22.9 Face and voice recognition.

Technology 122

Technology Customer Service Contact Center Omni-Channel 122

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. But with simpler, less urgent concerns, 40% prefer self service methods first.

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

transcosmos Information Systems

MAY 10, 2017

Customers have grown accustomed to speed and immediate solutions because of the conveniences offered by technology today. These demands have left companies feeling pressured as they try to please customers with limited customer service personnel. No wonder self-service is expected to grow from $4.33 Forrester Research ).

Self Service 48

Self Service Knowledge Base Social Media Study 48

SuiteCX

FEBRUARY 7, 2017

Are you spending money on technology you don’t use? Are you duplicating services with more than one vendor? Which customers want to use self-service? Here is to a growth oriented 2017! Can you consolidate communications through other lower cost channels? Conclusion. With hard work and focus you can do this.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

SuiteCX

FEBRUARY 7, 2017

Are you spending money on technology you don’t use? Are you duplicating services with more than one vendor? Which customers want to use self-service? Here is to a growth oriented 2017! Can you consolidate communications through other lower cost channels? Conclusion. With hard work and focus you can do this.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

ShepHyken

MAY 22, 2017

Losing the human touch from customer service can be bad for business by Business Matters. My Comment: Technology is changing the way we deliver customer service and support. My Comment: Technology is changing the way we deliver customer service and support. None of these allow for human-to-human interaction.

Customer Service 83

Customer Service Airlines Self Service Tips 83

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent are delivering average service and 39.6

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

Bold360

JUNE 22, 2017

Nanorep is Gearing Up for Chatbot Summit Berlin 2017, Attending as Sponsors, Speakers, and Looking Forward to Meeting You at Booth 31. Nanorep is gearing up for Chatbot Summit 2017 , taking place in Berlin Germany on June 26th. Nanorep is thrilled to be among the featured sponsors of the summit. Location/Time: 14:00 p.m.

Chatbots 69

Chatbots Self Service Leadership Technology 69

Experience Investigators by 360Connext

JANUARY 23, 2024

Customer experience leaders are not just expected to keep up with trends in the marketplace, customer expectations, and technology, we simply MUST do so to serve customers and stay ahead of the competition. Embrace Tech, But Keep It Human : Technology is fantastic, but never lose the human touch. Former CX “Trends” to Leave Behind 1.

Trends 143

Trends Self Service Customer Experience Customer Journeys 143

NICE inContact

OCTOBER 15, 2018

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark includes consumers from three countries – United States, United Kingdom and Australia – with year-over-year results for US (2018 vs 2017), and new benchmark data for UK and Australia.

Contact Center 122

Contact Center Consumers Self Service Chatbots 122

ProProfs Chat

NOVEMBER 17, 2017

As leading researchers indicate that organizations lose about $62 million every year due to poor customer service , you can’t expect any good with an average customer support. No matter how great your product your service is, you can’t sustain market competition without a top of the line customer service. Take a look. .

Self Service 111

Self Service Trends Chatbots Omni-Channel 111

Bold360

FEBRUARY 16, 2017

With the help of Nanorep, a self-service solution fuelled by conversational AI can help you recognize trends in what your customers are looking for, enabling you to update your site with real-time dynamic FAQ or fix knowledge gaps for visitors to your site as well as your staff. Intent has never been clearer.

Chatbots 80

Chatbots Omni-Channel Self Service Analytics 80

Kayako

MAY 4, 2017

A post shared by The Modern Grocer☕️ (@themoderngrocer) on Apr 28, 2017 at 9:05pm PDT. As Brewfictus integrate Kayako with Stripe and Shopify, Simon’s got real context around the steps Taylor has taken from failed checkout to self-service. Using the beautiful #botero #brass blend! What would your abbreviation be?

Self Service 176

Self Service Banking Ecommerce Customers 176

TechSee

MAY 15, 2018

All eyes were on the smart home market in 2017. In fact, according to PwC’s 2017 consumer study of the IoT and the connected home, while 81% of consumers are aware of smart technology, only 26% actually own a smart device. or partner with third-party providers to provide installation and troubleshooting services to customers.

Analysis 111

Analysis Marketing Self Service Wireless 111

ShepHyken

JUNE 28, 2019

Technology replacing humans. Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. In general, technology is augmenting —not replacing — the employee. That’s what we all fear. Yet bank employees did not disappear with the advent of the ATM.

Contact Center 115

Contact Center Self Service Banking Airlines 115

TechSee

MAY 1, 2018

AI is revolutionizing the way utilities operate, optimize and provide service to their customers. The utilities industry is shifting from a highly traditional, regulation-driven environment to a technology-driven, sophisticated marketplace.

Self Service 132

Self Service Analytics Call Center Report 132

CloudCherry

JANUARY 4, 2018

Technological advancements continue to drive the disruption of the industry. Voice Technology. It won’t be long before most of the things we use every day, from cars to appliances, will be equipped with voice technology. Blockchain Technology. It will help reduce fraud, price gouging, and double spending.

Banking 170

Banking Trends Financial Self Service 170

TechSee

JANUARY 18, 2018

billion active units in 2017, representing 63% of 8.4 To gauge consumer sentiment about self-installation, a comprehensive survey was conducted to learn more about consumer experiences and preferences when installing new home electronic devices. 75% chose self-service as the preferred method of device installation.

Self Service 95

Self Service Customer Service Company Infographics 95

Alida

OCTOBER 2, 2017

Today’s empowered patients are demanding more from health care providers, and as a result health systems are investing more in new technology. By investing in new technologies like self-service kiosks and big data analytics, health care providers are aiming to improve the patient experience and drive satisfaction and CX scores up.

Self Service 100

Self Service Strategy Hospitality Social Media 100

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. I think a great self-service option is key for everyone. Shep Hyken. Three-quarters of U.S.

Self Service 81

Self Service Omni-Channel Social Media Retail 81

Magellan Solutions

JULY 27, 2017

Both new and old challenges faced by the call center industry are being addressed with the help of technologies that are constantly being developed and upgraded to meet the ever-increasing expectations of customers. These are the trends of the call center industry this year of 2017: The growth of the cloud call centers. Contact us now!

Call Center 56

Call Center Trends Industry Report 56

Comm100

FEBRUARY 20, 2018

Chatbots are like evolved self-service portals or advanced knowledge bases. According to research by McKinsey, 29% of customer service positions in the US could be automated through Chatbots and other currently available technology. And customers appreciate the self-service nature of Chatbots. Drive Revenue.

Chatbots 169

Chatbots Self Service ROI Contact Center 169

CSM Magazine

DECEMBER 5, 2017

Here are some of the top customer service predictions for 2018, brought to you by Fara Haron is CEO of CRM Solutions, Arvato. Technology related to voice recognition will be most impactful in 2018. In relation to customer service, technologies like AR and VR will not be as impactful in 2018. Self Service.

Self Service 80

Self Service Customer Service Gamification CRM 80

ShepHyken

JULY 24, 2017

My Comment: Some people believe that self-service solutions, live chat and social channels are used by a younger generation. The point is, don’t be misled to think customer service solutions driven by technology or social media doesn’t apply to an older generation. That is far from the truth. Follow on Twitter: @Hyken.

Customer Service 29

Customer Service Loyalty Programs Self Service Loyalty 29

ShepHyken

NOVEMBER 20, 2017

6 Best Practices for Thriving in the ‘Post-Human’ Customer Service Age by Anand Subramaniam. Retail Customer Experience) To assess today’s state of self-service, eGain did some mystery shopping on leading websites, including those of retailers. My Comment: AI fueled customer service is under a microscope.

Customer Service 38

Customer Service Self Service Case Study Competitive Advantage 38

Bold360

NOVEMBER 3, 2016

Digital self-service must be omni-channel, which means a customer can start a chat with you on your website, and continue it seamlessly via Facebook or whatever other channels make them comfortable. Digital self-service can draw strong parallels from this kind of customer service. Super Integrated Customer Service.

Self Service 80

Self Service Omni-Channel Customer Service Social Media 80