ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. This article was originally posted at [link] During 2022 and December 2023, We read a series of 56 books that I found interesting and valuable for us in CX, Design, and Services.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

Eptica

FEBRUARY 17, 2023

Based on the latest ContactBabel research, our new blog post outlines the challenges to effective interaction recording and how they can be overcome. Read the full article on our parent company Enghouse Interactive’s site.

Interaction 62

Interaction Call Recording Management Customer Experience 62

Upstream Works

JANUARY 31, 2023

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX). CX must always remain the primary focus for the contact center –this recent blog post identified two 2023 trends that will have a major impact on CX.

Trends 78

Trends Contact Center Customer Journeys Touchpoint 78

CX University

MARCH 4, 2024

This shift has not only redefined the customer experience but has also empowered businesses to create more personalized and meaningful interactions with their customers. It encompasses every interaction a customer has with a company, from the initial awareness stage to the post-purchase support.

Omni-Channel 52

Omni-Channel Interaction Customer Experience Touchpoint 52

Upstream Works

JANUARY 20, 2023

These may seem like unrelated events, but they all have a role to play in defining the state of customer service in 2023 and will have implications for contact centers. Businesses will now be called to do the same in 2023 as the forces of change will be out of their control.

Trends 78

Trends Contact Center Consumers Technology 78

Upstream Works

DECEMBER 20, 2022

In 2023, it will become table stakes. In 2023, AI should be at the top of the list for contact center leaders, as the earlier deployments during 2022 will be more mature now. Remote work will continue to become more common in 2023. This is where predictive analytics come into play, and you can expect to see more of this in 2023.

Virtual Agent 78

Virtual Agent Trends Self Service Customer Experience 78

Kustomer

JANUARY 2, 2024

Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view n customer service experiences that showcase how companies can create unforgettable moments with their customers, drive impact for their business, and elevate their brands.

Customer Service 90

Customer Service Wait Times Airlines Social Media 90

ShepHyken

DECEMBER 23, 2022

They share their top 5 unified communications predictions for 2023. 2023 will be all about customer lifecycle management (CLM). Mitel executives had more to say on CLM and what the unified communications landscape will look like in 2023. Top 5 UC Predictions for 2023. Predictable. Our prediction?

Communication 71

Communication Contact Center Return on Investment System 71

BirdEye

FEBRUARY 21, 2023

From Facebook’s total users to Twitter’s average daily tweets, there are so many facts that help us better understand how we interact with social networks. To learn how to attract more engagement for your Facebook posts, check out our blog post How to get more Facebook likes: 12 tips that really work. billion active users on YouTube.

Social Media 98

Social Media Marketing Advertising Video 98

Optimove

JANUARY 16, 2024

As we transition into a new year, I want to take a moment to reflect on the remarkable journey we’ve shared in 2023. In 2023, we witnessed a significant shift from rules-based marketing to AI-mapped journeys. In June, we won two EGR B2B 2023 awards – Acquisition and Retention Partner and Data Analytics Partner.

Net Promoter Score 52

Net Promoter Score CRM Analytics Telecommunications 52

Lithium

SEPTEMBER 5, 2023

Some blog areas are limited to Khoros customers only. The results from our research paint a picture of how consumers view their interactions with brands while offering insight into what those brands can do to gain customer trust, support, and confidence. Sign up today ! Here’s the Atlas content you do not want to miss!

Gamification 52

Gamification Metrics Social Media Tips 52

Eptica

AUGUST 24, 2023

Date: Thursday, August 24, 2023 Author: Pauline Ashenden - Demand Generation Manager Getting the most from email customer service Published on: August 24, 2023 Author: Pauline Ashenden - Demand Generation Manager Email customer service remains popular among businesses and their customers.

Customer Service 116

Customer Service Tips Customers Interaction 116

BirdEye

SEPTEMBER 15, 2023

This blog post explores the top 12 ways businesses can leverage AI for their sales functions in 2023. Every customer interaction shapes brand perception and plays a major role in the customer’s purchase decision. Use text messages to interact with customers and secure appointments instantly. Why do we need AI in sales?

Sales 111

Sales Chatbots Trends Report 111

BirdEye

MAY 26, 2023

In this blog post, we’ll explore what features good software should have as well as some of the top scheduling apps on the market. Ensure your institution or practice is compliant with its HIPAA requirements in 2023 when you implement any of these software solutions. Table of contents What is HIPAA compliance?

Software 98

Software Healthcare Guidelines Insurance 98

Comm100

MAY 23, 2023

This blog will help you on your way, providing the top automated customer service examples that can be used across industries. The tech is often powered by AI (artificial intelligence) and machine learning algorithms that can mimic human interaction by understanding and responding to customer queries.

Examples 195

Examples Customer Service Chatbots Knowledge Base 195

Eptica

JULY 14, 2023

Date: Friday, July 14, 2023 Author: Steve Nattress What does ChatGPT mean for the contact centre? Published on: July 14, 2023 Author: Steve Nattress Everyone knows about the abilities of ChatGPT and other generative AI engines – but what does it mean for customer service?

Chatbots 105

Chatbots Trends Financial Interaction 105

Eptica

APRIL 19, 2023

Date: Friday, April 14, 2023 Author: Pauline Ashenden - Demand Generation Manager Let your employees work from anywhere with a web UI Published on: April 14, 2023 Author: Pauline Ashenden - Demand Generation Manager Contact centres increasingly needing to support remote working – increasing the need for web user interfaces (UIs).

Call Recording 113

Call Recording Interaction Management Company 113

InMoment XI

MARCH 18, 2024

Now that we’ve explored capturing Strongest Signals in our previous blog post , it’s time to dive into the heart of Integrated CX—unlocking the Richest Insights. Bringing all this data together is akin to assembling a jigsaw puzzle, revealing the complete image of customer interactions.

Multi-Channel 195

Multi-Channel Analysis Social Media Survey 195

AWS Machine Learning

NOVEMBER 22, 2023

Interact with several demos that feature new applications, including a competition that involves using generative AI tech to pilot a drone around an obstacle course. Chalk talks – Enjoy 60 minutes of content delivered to smaller audiences with an interactive whiteboarding session. And last but not least (and always fun!)

Innovation 116

Innovation Contact Center Training Industry 116

CSM Magazine

APRIL 25, 2023

Now in its 20 th year ContactBabel’s 2023 UK Contact Centre DMG highlighted the highest ever average speed to answer and call abandonment rates. To read the full findings and the latest report on PCI Compliance and Fraud Reduction download ContactBabel’s UK CC DMG 2023 Report. Rob Crutchington is Director of Encoded.

Omni-Channel 52

Omni-Channel Self Service Abandon Rate Return on Investment 52

Eptica

JANUARY 13, 2023

Find out by reading our latest blog post on our parent company Enghouse Interactive’s website. Find out by reading our latest blog post on our parent company Enghouse Interactive’s website. As companies increasingly adopt Microsoft Teams, how can they integrate call recording with the platform?

Call Recording 105

Call Recording Tips Interaction System 105

BirdEye

DECEMBER 21, 2022

billion users by 2023. You’ll need to create video content if you want to find success on social media in 2023. Crisis management will be a necessity in 2023. With 95% of businesses expecting a crisis within the next two years, it’s no surprise that most are focusing on crisis management on social media heading into 2023.

Social Media 97

Social Media Trends Video Brands 97

BirdEye

MAY 30, 2023

In this blog post, we’ll explore the best customer feedback tools you can use to quickly gather, manage, analyze, and action customer feedback. Industry experts are labeling 2023 as the “ feedback economy. ” It’s a great tool for spotting areas of improvement with its engaging and interactive survey options.

Tools 98

Tools Feedback Net Promoter Score Social Media 98

Feedbackly

JANUARY 27, 2023

Customer Satisfaction Score (CSAT) CSAT aims to measure how satisfied a customer is with the product, service, or interaction with the brand. The post Top 4 Customer Experience KPIs for 2023 appeared first on Feedbackly. With an open-ended question or another KPI used alongside it, you can identify the reasons for the score.

Customer Experience 98

Customer Experience Effort Score Net Promoter Score NPS 98

BirdEye

NOVEMBER 9, 2023

This blog post aims to shed light on the best insurance review sites empowering your business to enhance its online presence and improve customer experience in the insurance industry. What sets Clearsurance apart is its commitment to transparency and its user-friendly interface that encourages interactions among consumers.

Insurance 111

Insurance Financial Feedback Consumers 111

BirdEye

JULY 24, 2023

Common challenges and solutions when doing customer feedback analysis Dos and don’ts of customer feedback analysis Use of AI in customer feedback analysis Best customer feedback analysis tools in 2023 FAQs on customer feedback analysis Improve your performance with Birdeye Insights What is customer feedback analysis? Improves response time.

Analysis 98

Analysis Feedback Social Media Net Promoter Score 98

Comm100

FEBRUARY 21, 2023

It’s estimated that by 2026, 1 in 10 agent interactions will be automated , saving $80 billion in labor costs. from 2023 to 2030. This blog will reveal why more and more organizations are adopting AI by highlighting the key benefits of AI in customer service. So why all this interest?

Customer Service 181

Customer Service Chatbots Wait Times Industry 181

AWS Machine Learning

NOVEMBER 6, 2024

Transcribe audio with Amazon Transcribe In this case, we use an AWS re:Invent 2023 technical talk as a sample. Extract SEO keywords from the generated blog post with Amazon Bedrock The following prompt provides instructions to extract the main SEO keywords from the generated blog post.

Call Center 85

Call Center Video Contact Center Financial 85

Lithium

FEBRUARY 7, 2023

Some blog areas are limited to Khoros customers only. Communities Best Practices for Community Management in a Crisis - In times of crisis, digital engagement has become the primary channel for interactions. If you haven't signed up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros!

Self Service 52

Self Service Social Media Hospitality Omni-Channel 52

BirdEye

JUNE 22, 2023

With this blog post, you will learn how to segment your target audience based on the various customer types in the market. To retain these customers, focus on developing positive interactions and building a relationship. Monitor interactions on your social media platforms.

Case Study 98

Case Study Social Media Loyalty Customers 98

Eptica

OCTOBER 13, 2023

Date: Friday, October 13, 2023 Author: Pauline Ashenden - Demand Generation Manager Improve the agent experience with the right technology Published on: October 13, 2023 Author: Pauline Ashenden - Demand Generation Manager Not only is improving the agent experience in the contact centre good for agents, it’s also good for business.

Technology 62

Technology Interaction Customer Engagement Customer Service 62

Optimove

MAY 4, 2023

The location-based marketing sphere is projected to grow to over $80 billion by 2025, and almost 80% of businesses are planning to implement location-based campaigns in 2023. Is location-based marketing worth exploring in 2023? Keep it real In 2023, shallow content that relies on unconvincing or over-scripted messaging won’t cut it.

Video 52

Video Social Media Connections Comparison 52

InMoment XI

SEPTEMBER 27, 2023

In this blog, we will delve specifically into the UK insurance industry. As their 2023 insurance brand of the year. Companies that simplify interactions, provide accessible customer support, and offer clear guidance tend to perform well in NPS. This propels them to the top of the NPS rankings.

Insurance 195

Insurance NPS Net Promoter Score Loyalty 195

kommunicate

AUGUST 10, 2023

Last Updated on August 10, 2023 ChatGPT has the enormous potential to personalize customer service interactions at scale. The post Create A Customer Service Chatbot Using ChatGPT – Code Included appeared first on Kommunicate Blog.

Chatbots 97

Chatbots Customer Service Customers Interaction 97

SurveySensum

OCTOBER 9, 2023

And this is what this blog discusses – the 9 best Questionpro alternatives, examining each tool’s features, pros, cons, and pricing to help you choose the right tool for your business. 5) No Yes 9 Best QuestionPro Alternatives in 2023 Now let’s have a glance at each tool in depth. That’s why, users have started seeking alternatives.

Multi-Channel 52

Multi-Channel Analysis Survey Analytics 52

kommunicate

JULY 14, 2023

Last Updated on July 14, 2023 A customer interacts with you in multiple ways in the age of the Internet. The post How to Train ChatGPT On Your Own Data: Enhancing Customization and Brand Alignment appeared first on Kommunicate Blog. Brand strategy, therefore, is not just a logo, design or a name.

Training 98

Training Brands Data How To 98

kommunicate

JULY 28, 2023

Last Updated on July 28, 2023 Product engagement acts as a key indicator of customer satisfaction and loyalty in any business. It shows how deeply users interact with your product, highlighting their level of interest, adoption, and ongoing value. Without tracking your product engagement, you’re essentially flying blind.

Metrics 96

Metrics Engagement Customer Satisfaction Loyalty 96