InMoment XI

JANUARY 9, 2024

Here are some examples of how B2B companies are applying tactics designed to improve the customer experience: CRM platform HubSpot utilizes chatbots to connect with customers and encourage open communication. 100% of B2B customers want self-service options for at least some parts of the buying process.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

Calabrio

MARCH 25, 2025

Without an AI-ready strategy to match, the latest technology can create new challenges instead of solving them. The gap is clear: to truly empower agents, organizations must invest in the right supportnot just the right technology. Because AI isnt designed to handle the most complex, emotionally charged interactions on its own.

Contact Center 130

Contact Center Self Service Report Trends 130

TechSee

MARCH 7, 2022

Today, digital self-service has become the preference – and the new normal, along with higher expectations and reliance on these channels. The role of technology is more important than ever in improving customer service and operational efficiencies. Download our eBook: What Self Service Will Look Like in 2025 .

Self Service 109

Self Service Examples Customer Service Representative Virtual Agent 109

eglobalis

MARCH 30, 2025

[link] Introduction: Todays businesses face a pivotal question: can emerging technologies like AI and real-time data platforms reduce or even replace the need for traditional customer surveys in managing customer experience (CX)? Technologies enabling this include machine learning algorithms that learn from historical instances (e.g.,

Survey 320

Survey Banking NPS Effort Score 320

TechSee

DECEMBER 11, 2024

2024 promised groundbreaking shifts in customer service, with experts forecasting transformative technologies and strategies. Let’s revisit the five biggest predictions for service innovation in 2024, evaluate their outcomes, and uncover lessons for shaping the future. Outcome : Mixed accuracy. The lesson?

Trends 109

Trends Self Service Omni-Channel Social Media 109

Comm100

MARCH 20, 2024

In an era where public trust in government institutions is understandably sensitive, the need for robust and transparent communication strategies has never been more critical. When done right, digital communication offers governments and agencies the opportunity to build, maintain, and restore trust. You can read the full story here.

Government 244

Government Communication Self Service How To 244

Calabrio

MARCH 25, 2025

It can also reveal issues with technology or opportunities for automation. Engaged agents are more likely to deliver exceptional customer service, leading to improved CSAT and FCR. Create team-building activities, implement recognition programs, and ensure open communication channels.

Call Center 130

Call Center Measurement Self Service How To 130

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. In fact, technology is the driving force behind the biggest trends confronting contact centers today. Technology Fuels Contact Center Transformation.

Contact Center 306

Contact Center Self Service Analytics Banking 306

Calabrio

MARCH 31, 2025

Generative AI vs. Traditional AI This ability to generate novel contentwhether its a chatbots uncanny responses, top-notch software code, or even molecular structures is what makes the technology so promising in customer service and far beyond. How can this technology translate into real, impactful improvements for your contact center?

Contact Center 130

Contact Center Self Service Customer Service Virtual Agent 130

InMoment XI

OCTOBER 23, 2024

Also, consider investing in self-service technologies such as interactive teller machines (ITMs) to handle basic transactions. Therefore, your staff can focus on offering personalized financial services. Proactively communicate with customers. Leverage technology for consistency and efficiency.

Banking 195

Banking Customer Experience Effort Score Financial 195

InMoment XI

DECEMBER 3, 2024

Activate: Key skills include communication and expertise building to ensure teams have the skills, support, and incentive to achieve CX goals. Leverage internal communications channels to convey the importance of CX across the company. Organizations advance to the final stage by leveraging the entire workforce and advanced technology.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

ShepHyken

OCTOBER 21, 2024

How can businesses balance automated customer service solutions with human interactions? What strategies can support remote customer service employees in delivering consistent experiences? How do self-service solutions impact the overall efficiency of customer service operations?

Self Service 83

Self Service Customer Experience Banking Wait Times 83

Team Support

OCTOBER 12, 2022

Most businesses maintain some sort of customer self-service tools, whether it’s a chatbot or guide bot framework or a collection of knowledge base articles. Chances are your business maintains some sort of a self-service option, but does your business do a good job of promoting that to your customers?

Self Service 98

Self Service How To Knowledge Base Social Media 98

Kayako

APRIL 12, 2022

How Quick Heal optimized their customer service, extending support hours and responding to inquiries faster. Quick Heal Technologies is a leading provider of internet security tools and anti-virus software, serving millions of users worldwide. Increasing NameCheap’s agent productivity through a self-service knowledge base.

Case Study 287

Case Study Study Self Service Customer Service 287

Comm100

OCTOBER 10, 2022

The life of chatbots in customer service has been turbulent. However, as bot technology has rapidly improved, so too has organizations’ readiness to adopt chatbots in their customer service operations. Read the full story: IMAGINiT Technologies hits 1683% ROI with Comm100 Live Chat & Chatbot.

Chatbots 261

Chatbots Self Service Examples Industry 261

Kayako

SEPTEMBER 28, 2022

In today’s fluid job market, it’s essential to have quality customer service for internal audiences to retain your best employees and help them perform at their best. Fortunately, technology is transforming tools, such as help desk software, to provide excellent support to external and internal customers.

Technology 156

Technology Self Service Tips Customer Service 156

ECXO

MAY 27, 2024

bnbvvvV Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes Article source: [link] Introduction Artificial Intelligence is revolutionizing enterprise technology, and will redefine enterprise software design, and transform how businesses enhance customer, user experiences and drive business outcomes.

Technology 227

Technology Self Service Software Innovation 227

eglobalis

SEPTEMBER 16, 2024

Leaders need to communicate the importance of CX across all departments—not just customer-facing ones. Technologies such as automation, AI-driven insights, and omnichannel platforms are essential to optimize customer interactions across all touch-points. In response, Schindler developed a more comprehensive CX approach.

B2B 375

B2B Strategy Customer Experience Customer Journeys 375

Vonage

DECEMBER 18, 2018

“Gone are the days where banks were building their profits on overdraft fees,” says Peter Strazalkowski, Salesforce AE for Coveo, a provider of intelligent and predictive search technologies. To me it’s all about warm and fuzzy,” says Justin Laing, Operations & Management Leader of XO Group, a media and technology company.

Omni-Channel 254

Omni-Channel Chatbots Self Service Customer Experience 254

ECXO

OCTOBER 30, 2024

Implementing data analytics and customer relationship management (CRM) tools can help businesses tailor their offerings and communication effectively. This level of personalization not only enhances the customer experience but also makes customers feel valued and understood, akin to Neo’s journey of self-discovery.

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156

Comm100

DECEMBER 7, 2022

Customer service is always changing, and there’s no better symbol of the shift in today’s customer service than chatbots. The technology driving chatbots has improved drastically in recent years, and organizations are now racing to introduce automation to their customer service. Wrap up.

Chatbots 245

Chatbots Examples Self Service Customer Satisfaction 245

Retently

MARCH 11, 2025

Is there a product issue, a checkout frustration, or a service gap? If customers struggle with returns or finding answers, its a red flag that self-service needs improvement. Step 4: The fix is communicated back to CX and Customer Support teams. Step 1: Are Customers Struggling with Self-Service?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

TechSee

DECEMBER 11, 2018

For instance, customer satisfaction/retention-related initiatives that demonstrate a clear impact on retention rates, or self-service initiatives that drive a reduction in operational costs, or engagement/customer journey initiatives that clearly correlate with increased sales. Technologies: Data Analytics, AI, AR solutions.

Call Center 182

Call Center Omni-Channel Self Service Strategy 182

CSM Magazine

NOVEMBER 17, 2024

That’s particularly true for organizations that rely on old-school communications hardware and software to connect with customers, many of whom have decidedly modern ideas about what their CX should look and feel like. A unified communications platform that combines voice with more robust capabilities in other communications channels.

Communication 59

Communication Contact Center Self Service First Call Resolution 59

Lumoa

APRIL 28, 2020

New technology has driven organizations to undergo digital transformations, as a result, we see a shift in consumer behavior. Apps, machine learning, AI and other types of new technology have made it possible for consumers to do almost whatever they want- whenever they want– wherever they want.

Self Service 195

Self Service Customer Journeys Customer Experience Omni-Channel 195

Comm100

MAY 7, 2024

The demand for fast, efficient, and personalized customer service is growing – and growing fast. 54% of global consumers have higher customer service expectations than they did just one year ago, according to a recent Microsoft study. So how can businesses rise to mee these expectations, while keeping a lid on budget and resources?

Customer Service 240

Customer Service Strategy Self Service How To 240

ShepHyken

NOVEMBER 5, 2024

What role does artificial intelligence play in enhancing customer service interactions? What are the benefits of proactive communication in customer service? How can AI-driven tools support customer service agents in delivering better service? Technology should empower humans, not replace them.

Customer Service 74

Customer Service Self Service Social Media Customer Service Representative 74

Calabrio

MARCH 22, 2025

How do you ensure all those layers of teams, policies, processes, and technologies are pulling in the same direction? Managing Technology: The contemporary contact center is an increasingly digital place. The right technology is key to facilitating contact center activity and accelerating improvement.

Contact Center 130

Contact Center Management Strategy Call Center 130

Calabrio

APRIL 11, 2025

Does technology ever stand in the way of effective issue resolution? ” “Increase average CSAT scores related to agent communication by 5 points within 6 months through targeted soft skills training.” Use surveys, interviews, and focus groups.

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

TechSee

OCTOBER 9, 2018

The key to reaching this powerful demographic is by understanding that technology is central to their being. This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. They demand highly convenient and fast service.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

TechSee

SEPTEMBER 29, 2020

Slash inbound inquiries with self-service. Implement self-service channels to reduce the volume of these requests by enabling customers to help themselves, without compromising service quality. Techniques to reduce call volume. Identify three to five issues that drive most of your inbound customer contacts.

Call Center 196

Call Center Self Service Strategy Contact Center 196

AWS Machine Learning

FEBRUARY 6, 2023

Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots. Dustin Hubbard, Chief Technology Officer at WaFd Bank.

Self Service 83

Self Service Contact Center Virtual Agent Chatbots 83

Calabrio

FEBRUARY 28, 2025

Voice analytics, in short, is technology that transforms spoken words into actionable insights. Voice analytics vs. speech analytics: Understanding the nuances Voice analytics technologies have flourished in the enterprise contact center, especially with the latest advances in AI. What is voice analytics?

Contact Center 130

Contact Center Analytics Analysis Self Service 130

CSM Magazine

NOVEMBER 26, 2024

Technology – if harnessed effectively – can help companies improve customer experience by providing proactive support during today’s tough economic climate. Powering up CX with technology Delivering good customer service in the utilities sector has certainly become more challenging as many people struggle with the rising cost of living.

Customer Centricity 52

Customer Centricity Technology Self Service Customer Journeys 52

TechSee

NOVEMBER 20, 2018

To reduce these truck roll costs and inefficiencies, service companies must find better solutions for better managing tech dispatches as well as for resolving more issues remotely. Solution: Two New Technology Trends. The technologies create a more efficient support operation, with less reliance on truck rolls and field technicians.

Innovation 153

Innovation Technology Self Service Call Center 153

TechSee

MAY 19, 2020

It allows device suppliers to communicate updates, safety recalls, and recommendations for product accessories or consumables such as capsules and cartridges. As with many consumer pain points, technology experts and marketers have found various initial solutions to alleviate the stress caused by the product registration process.

Self Service 207

Self Service Consumers Analysis Brands 207