InMoment XI

DECEMBER 3, 2024

For example, following up with disgruntled customers and updating a product feature to fit client needs. Disrupt: Key skills include customer experience design and integration to provide exceptional services. For example, using InMoment’s XI platform to create a customer journey map showing how to optimize each phase.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

Lumoa

FEBRUARY 9, 2023

By leveraging customer experience analytics, businesses can gain a better understanding of customer needs and preferences, which can help inform customer experience strategies that meet customer expectations.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

BlueOcean

MARCH 13, 2023

This is the underlying philosophy of our digital customer experience support solutions , driven by AI, machine learning, chatbots, and intelligent self-service. But with ChatGPT in the spotlight, we wanted to bring you a deeper dive into AI in the contact center. Those first three are what we’d expect.

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

Solvvy

APRIL 11, 2022

People are more stressed than ever, so it’s no surprise that customer service agents are feeling the heat when interacting with customers frustrated by shipping delays, product supply issues, website questions and…bad days. So how can we de-escalate angry customers? RESOLVE.

Self Service 91

Self Service Guidelines Customers Knowledge Base 91

CSM Magazine

SEPTEMBER 13, 2021

Ventrica is a leading European award-winning, outsourced customer management business that delivers omnichannel and multilingual customer service for blue-chip brands, listed at #63 on the 2018 Sunday Times Fast Track 100.

Transportation 52

Transportation Fashion Ecommerce Hospitality 52

Myra Golden

APRIL 21, 2021

Last week I had an inspiring chat discussion with my new auto insurance company. I loved that the chat agent was knowledgeable, courteous, and friendly. And that I hadn’t reached a useless chatbot telling me what the robot could not do. Two things stand out from my chat interaction, though the entire discussion was 5-star.

Insurance 59

Insurance Chatbots Course Report 59

Myra Golden

APRIL 11, 2023

This can involve integrating your CRM system with your chatbot or virtual assistant or integrating your speech analytics tool with your quality assurance program. One common pitfall is implementing technology solutions without considering the impact on agents and customers.

Strategy 52

Strategy Contact Center Average Handle Time First Call Resolution 52