Interactions

JULY 11, 2018

JULY 11, 2018 As customer preferences continue to evolve and. Read more » The post The Impact of Speech and AI on Customer Care appeared first on Interactions Resource Center.

Customer Care 54

Customer Care Resources Customers Interaction 54

Interactions

SEPTEMBER 5, 2018

SEPTEMBER 5, 2018 There are many who would say that Natural. Read more » The post How Natural Language Processing Improves Customer Care appeared first on Interactions Resource Center.

Customer Care 48

Customer Care Resources Customers Interaction 48

BlueOcean

MAY 18, 2022

Blue Ocean, an award-winning provider of customer care solutions, is delighted to announce the promotion of Amy Bennet Roach to Vice President, Sales and Marketing. In 2015, Amy was promoted to Director, Marketing and Communications, and then Director, Sales and Marketing in 2018.

Sales 156

Sales Marketing Advertising Customer Care 156

ShepHyken

MAY 28, 2018

(ICMI) We’re almost to the mid-point of 2018, and it still amazes me that many brands either have no social customer service or ineffective social customer service. For the record, contacting brands on social media only to be passed off to someone else is not social customer service. Follow on Twitter: @Hyken.

Customer Service 79

Customer Service Loyalty Programs Social Media Loyalty 79

ShepHyken

MARCH 9, 2018

Businesses that already have a strong digital customer service strategy in place are steps ahead of the competition, however here’s how you can catch up in 2018. Therefore it is advisable that businesses do not fully switch to AI controlled customer service, but look at areas that they can begin to automate in 2018.

Customer Service 75

Customer Service Knowledge Base Chatbots Social Media 75

Russel Lolacher

OCTOBER 28, 2019

74% of Millennials (18-34) and 58% of GenX (35-54) have a better opinion of organizations that provide social media customer care – Microsoft . The secret weapon in social customer care isn’t that much of a secret, it’s all in the name. – Statistica (2018). Great social customer care can do the same.

Customer Care 45

Customer Care Social Media Engagement Brands 45

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. 2 for Companies.

Contact Center 107

Contact Center Report Customer Journeys Customer Centricity 107

Lithium

JULY 26, 2018

This morning, we announced the 2018 Stars slate and it was another amazing year of contribution, engagement, and talent from our awesome contributors. We are extremely grateful for our superusers and advocates who make our community thrive and continue to push the envelope on what amazing digital customer care and engagement should look like.

Case Study 40

Case Study Study Customer Care Engagement 40

Lithium

JULY 26, 2018

This morning, we announced the 2018 Stars slate and it was another amazing year of contribution, engagement, and talent from our awesome contributors. We are extremely grateful for our superusers and advocates who make our community thrive and continue to push the envelope on what amazing digital customer care and engagement should look like.

Case Study 40

Case Study Study Customer Care Engagement 40

Lithium

JULY 26, 2018

This morning, we announced the 2018 Stars slate and it was another amazing year of contribution, engagement, and talent from our awesome contributors. We are extremely grateful for our superusers and advocates who make our community thrive and continue to push the envelope on what amazing digital customer care and engagement should look like.

Case Study 40

Case Study Study Customer Care Engagement 40

ShepHyken

MARCH 26, 2018

You’ll love this story about how a member of the airline’s social media customer care team took care of a passenger during her flight. . How Chewy Built a $3 Billion Business Based on Customer Experience by Mike DuPuy. Follow on Twitter: @Hyken.

Airlines 86

Airlines Customer Service Social Media Customer Satisfaction 86

transcosmos Information Systems

MARCH 20, 2018

Since this trend is poised to continue for a long time, businesses should adapt and come up with different strategies to better serve customer demands and needs. Here are the top five trends for customer care service that will take your business to greater heights in 2018 and beyond: 1. Artificial Intelligence Solutions.

Trends 76

Trends Customer Service Self Service e-support 76

ShepHyken

NOVEMBER 19, 2018

Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! CustomerThink) Let’s face it, poor customer care support service can cost a business a fortune! Many of the customer service mistakes mentioned in this article aren’t “rookie mistakes.” by Deeksha Dadu. Follow on Twitter: @Hyken.

Customer Service 92

Customer Service Self Service Customer Centricity Video 92

Lithium

AUGUST 2, 2018

We are pleased to announce our esteemed panel of 2018 Lithy Award Judges: Joe Cothrel, Former Chief Community Officer @ Lithium Technologies- In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world. Rules and overview of 2018 can be found here.

Meeting 40

Meeting Social Media B2C Conference 40

Lithium

AUGUST 2, 2018

We are pleased to announce our esteemed panel of 2018 Lithy Award Judges: Joe Cothrel, Former Chief Community Officer @ Lithium Technologies- In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world. Rules and overview of 2018 can be found here.

Meeting 40

Meeting Social Media B2C Conference 40

Lithium

AUGUST 2, 2018

We are pleased to announce our esteemed panel of 2018 Lithy Award Judges: Joe Cothrel, Former Chief Community Officer @ Lithium Technologies- In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world. Rules and overview of 2018 can be found here.

Meeting 40

Meeting Social Media B2C Conference 40

Lithium

AUGUST 2, 2018

We are pleased to announce our esteemed panel of 2018 Lithy Award Judges: Joe Cothrel, Former Chief Community Officer @ Lithium Technologies- In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world. Rules and overview of 2018 can be found here.

Meeting 40

Meeting Social Media B2C Conference 40

ShepHyken

DECEMBER 24, 2018

50 Mind-Blowing Stats About E-commerce Experience in 2018 by Lauren Burgess. Decibel) With all this rapid change it’s no surprise that there are plenty of studies and statistics emerging surrounding e-commerce customer experience. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Customer Service 95

Customer Service e-support Loyalty Data 95

ShepHyken

JANUARY 8, 2018

Each week I read a number of customer service and customer experience articles from various resources. Industry Experts Offer Up 2018 Predictions on Retail Customer Experience by Judy Mottl. My Comment: The 2018 customer service and experience predictions continue to roll in. Follow on Twitter: @Hyken.

Customer Service 0

Customer Service Contact Center Retail Competitive Advantage 0

Totango

SEPTEMBER 12, 2018

The C hief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. One of the hottest topics at this year’s CCO is what a Customer Success program really means and how to get started.

Chief Customer Officer 55

Chief Customer Officer Conference Customer Centricity Customer Success 55

CSM Magazine

JANUARY 17, 2020

With ridesharing and self-driving car on the rise, insurers need to be able to provide customized policy packages to much more granular customer segments. Investment in AI to have more real-time and accurate risk and need assessments of each individual customer will be critical.

Insurance 52

Insurance Customer Care Policies Comparison 52

LiveChat

FEBRUARY 13, 2018

Bot creation is considered to take a center stage by the year 2021 and these changes will start picking up in 2018 henceforth. In today’s world, many people are talking to each other via text messages such as customer care, Facebook messenger and generally on social media. Crypto-tokens and blockchains for messengers.

Chatbots 50

Chatbots Trends Technology Social Media 50

ShepHyken

DECEMBER 10, 2018

For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. The post 5 Top Customer Service Articles for the Week of December 10, 2018 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 98

Customer Service Fashion Customer Satisfaction Customer Service Training 98

NetBase

DECEMBER 31, 2018

Like all years, 2018 offered a number of lessons in how to break new ground using social media. Web hosting company GoDaddy was understandably excited when their brand ambassador, Danica Patrick , was tapped to host the 2018 ESPY Awards. The post 2018 Social Media Listening Winners – and Losers appeared first on NetBase.

Social Media 45

Social Media Video Sports Analytics 45

ShepHyken

FEBRUARY 19, 2018

15 Surprising Customer Experience Statistics and How Training Can Help by Mindflash. Mindflash) The secret is out: 2018 has been declared the “Year of the Customer” — and there is a list of surprising statistics about the customer experience to support this claim. Follow on Twitter: @Hyken.

Self Service 84

Self Service Customer Service Social Media Customer Service Training 84

ShepHyken

AUGUST 13, 2018

Here are eight ways you can thank your best customers. Chain Store Age) Alliance Data’s 2018 “ Rules of NextGen Loyalty ” study validates an emerging trend happening with today’s younger consumers: Not only are they financially conscious, they’re also heavily influenced by cost when it comes to purchasing decisions.

Customer Service 72

Customer Service Loyalty B2C Study 72

Clarabridge

MAY 11, 2018

Recapping Day 3 of C3 2018 . We did it – just like that, Clarabridge’s 10th Annual Customer Connections Conference (C3) has officially come to a close. After donning 80s garb and rocking out to The Legwarmers on Tuesday night, everyone came together one last time to discuss the exciting future of customer experience.

Self Service 40

Self Service Social Media Healthcare Conference 40

ShepHyken

APRIL 9, 2018

For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. The post 5 Top Customer Service Articles For the Week of April 9, 2018 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Net Promoter Score 95

Net Promoter Score Loyalty Programs Customer Service Chatbots 95

NetBase

OCTOBER 5, 2018

Renewed focus on creating a top-notch customer experience is all the rage – in fact, it’s table stakes. So why are brands missing so many opportunities on the customer experience analytics front? The 2018 Consumer Experience Analytics Report highlights the ways brands are on target – and the areas where they need to better their aim.

Omni-Channel 45

Omni-Channel Analytics Consumers Report 45

ShepHyken

SEPTEMBER 3, 2018

For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. The post 5 Top Customer Service Articles for the Week of September 3, 2018 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 79

Customer Service Hospitality Chatbots Hotels 79

GetFeedback

MAY 2, 2019

We heard by now that the battleground for business growth lies in your ability to provide a better customer experience than any of your competitors. According to the CX Network’s Global CX report , more than 60% of the organizations surveyed planned to have established or advanced CX practices by the end of 2018. Image via Kapiche.

Strategy 261

Strategy Net Promoter Score ROI Effort Score 261

ShepHyken

APRIL 2, 2018

My Comment: Here’s a short, but excellent, article on the right way to do a customer survey – at the right time, the right length, the right questions, and how to use the results. Sales & Happy People, Guaranteed: Customer Support That Works by Lightricks. Medium) Ever been put on hold for three hours?

Self Service 55

Self Service Customer Service Hospitality Survey 55

ShepHyken

JANUARY 15, 2018

For information on The Customer Focus customer service training programs go to www.thecustomerfocus.com. The post 5 Top Customer Service Articles For the Week of January 15, 2018 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 0

Customer Service Survey Infographics Tips 0

Stella Connect

JANUARY 25, 2018

What will brands’ biggest concerns be in 2018? How will emerging and growing trends change the customer service equation? Below, we’ll share our predictions and explain what customer service and contact center leaders must factor into their plans. In 2018, these structural nuances will need to be addressed.

Self Service 40

Self Service Trends Customer Service Contact Center 40

Lithium

JUNE 11, 2019

Learn how to best engage with customers on the social web. Understand why Marketing and Customer Care are merging. Learn how to identify, define, and measure ROI for customer care. See how leading brands drive ROI though case studies covering call deflection, enhanced sales, innovation and customer satisfaction.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

Learn how to best engage with customers on the social web. Understand why Marketing and Customer Care are merging. Learn how to identify, define, and measure ROI for customer care. See how leading brands drive ROI though case studies covering call deflection, enhanced sales, innovation and customer satisfaction.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

Learn how to best engage with customers on the social web. Understand why Marketing and Customer Care are merging. Learn how to identify, define, and measure ROI for customer care. See how leading brands drive ROI though case studies covering call deflection, enhanced sales, innovation and customer satisfaction.

Social Media 40

Social Media Case Study ROI Course 40