BlueOcean

APRIL 1, 2025

Beyond Information to Resolution: The Core Components of Effective Self-Serve AI The most common mistake companies make is implementing AI solutions that merely provide informationsomething customers could have Googled themselves. At least not if you’re invested in the experience of your customer.

Self Service 156

Self Service Effort Score Analysis Chatbots 156

eglobalis

APRIL 6, 2025

This three-part analytical series aims to dissect and explain the most critical dimensions of value creation in technology, telecom, contact centers, and high-tech manufacturing. It must transcend product features to incorporate dimensions like risk mitigation, long-term partnerships, innovation, and tailored support.

Contact Center 270

Contact Center B2B Competitive Advantage Self Service 270

eglobalis

OCTOBER 9, 2024

Does your technology stack support the requested feature? Businesses must make informed estimates based on market trends, customer needs, and data. Analise the Scalability A feature request may work well for one client, but does it have the potential to benefit your entire customer base?

Feedback 511

Feedback ROI Innovation B2B 511

InMoment XI

JUNE 28, 2022

Our latest addition, ReviewTrackers, empowers over 175,000+ business locations to better understand and manage their customer reviews across 100+ sites with their review management technology. InMoment and ReviewTrackers joining forces is great news for today’s brands! Read more here!

Analytics 74

Analytics Feedback Report Industry 74

ECXO

DECEMBER 4, 2024

SaaS Companies – SaaS customer success teams often interact with their clients virtually through emails, video calls, or in-app messages. This interaction can be scaled using automation tools and AI, making it easier to manage a larger customer base. It helps determine the profitability and long-term value of the customer.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

Comm100

OCTOBER 30, 2020

We’ll cover some of the best AI chatbot technology in the field, then give you some tips on how to make your final decision. With a wealth of AI chatbot technology in customer service, it can be hard to choose the best chatbot for your business. Your business is going to grow, and your customer base will grow with it.

Chatbots 147

Chatbots Technology Social Media ROI 147

ECXO

NOVEMBER 19, 2024

Application in CX : • Customer Data Platforms (CDPs) : Use CDPs to gather and analyze customer data from various touchpoints (social media, website visits, purchase history). This enables a 360-degree view of the customer, allowing for hyper-personalized experiences.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

eglobalis

SEPTEMBER 16, 2024

Leverage Digital Tools Digital transformation is crucial for delivering exceptional B2B customer experiences. Technologies such as automation, AI-driven insights, and omnichannel platforms are essential to optimize customer interactions across all touch-points.

B2B 375

B2B Strategy Customer Experience Customer Journeys 375

InMoment XI

NOVEMBER 26, 2024

Did you know that 77% of organizations cannot consistently create a consistent customer experience across channels? This often stems from poor internal communication, outdated technology, or inefficient processes. You might have already created these as part of your customer experience strategy.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

eglobalis

JULY 2, 2024

Cultural and Regional Sensitivity : Ensure feedback methods and interpretations are relevant across diverse customer bases. Customer-Centric Culture : Foster a culture where feedback is valued and acted upon at all levels, promoting continuous improvement and innovation.

NPS 453

NPS Feedback Net Promoter Score B2C 453

InMoment XI

FEBRUARY 3, 2025

More and more businesses are seeing the value in leveraging conversational intelligence in their location-based marketing, helping them better target those marketing efforts through greater understanding of customer sentiment. What Is Conversational Intelligence, and Why Use It For Location-Based Campaigns?

Social Media 195

Social Media Call Center Multi-Channel Advertising 195

InMoment XI

AUGUST 3, 2023

However, through the application of advanced technologies like Natural Language Processing (NLP), voice analytics, and predictive customer analytics , companies can now unlock the hidden potential of unstructured data, gaining deeper customer insights and improving decision-making processes.

Analytics 366

Analytics Customer Insights Data Social Media 366

CSM Magazine

DECEMBER 19, 2024

In response, some retailers have adopted facial recognition technology to curtail theft and associated losses. Facial recognition cameras are installed around the store with particular focus on high-value products and capture the facial biometrics of every customer who enters. cities compared to the same period in 2023, CNN reports.

Retail 98

Retail Video Technology Survey 98

InMoment XI

NOVEMBER 18, 2024

Future Trends in Customer Behavior Analysis Customer behavior analysis is evolving as new technologies and customer expectations reshape the landscape. These technologies make it easier to personalize interactions at scale, enhancing customer satisfaction and engagement. Here are some trends to watch: 1.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

InMoment XI

OCTOBER 24, 2024

It excels in creating personalized, data-driven email and SMS marketing campaigns that boost customer retention and drive conversions. Klaviyo integrates seamlessly with e-commerce platforms like Shopify and BigCommerce, allowing businesses to segment customers based on behavior, purchase history, and more.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

InMoment XI

JANUARY 9, 2024

B2C customer support often focuses on scalable solutions, such as online chat, email support, or call centers, to address the needs of a larger customer base. In B2B, customer support tends to be more hands-on and personalized, with dedicated account managers, CX representatives, and specialized support teams.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

ECXO

JUNE 11, 2023

Incorporate emerging technologies – staying up to date with emerging technologies can help you create a cutting-edge experience that sets you apart from the competition. Higher sales and a more loyal customer base. Covid accelerated changes in your customers – forever. How are you doing? The result?

B2B 390

B2B B2C Touchpoint Customer Journeys 390

Uniphore

DECEMBER 21, 2021

Grew our customer base, which is now global and represents four of the top 10 global telecom companies, four of the top 10 business process outsourcers (BPOs), seven large insurers, four health payors and seven large financial organizations. Launched our new Uniphore AI-Driven Capabilities , providing enhanced customer experiences.

Insurance 49

Insurance Innovation Leadership Government 49

Optimove

JUNE 22, 2023

Beacon Technology Using beacon technology – small, battery-powered devices (beacons) that communicate with nearby mobile devices through Bluetooth low energy (BLE) signals – is a relatively quick and low-investment way for brands to connect with customers in their brick-and-mortar locations.

Customer Engagement 98

Customer Engagement Technology Engagement Loyalty Programs 98

Optimove

MAY 31, 2023

Moreover, in the past couple of years, the rise of machine learning and AI has enabled the use of advanced modeling methods that are far more effective than conventional rule-based methods. Tracking customers along different segments over time (i.e., Tracking customers along different segments over time (i.e.,

Technology 95

Technology Analysis Groups Customers 95

Comm100

NOVEMBER 15, 2022

Grow customer base. The number one benefit of integrating digital channels into a contact centre platform is the ability to grow its customer base. This significantly increases their addressable market through an expanded product offering that meets customer service needs. Increase deal size. Next steps.

Omni-Channel 246

Omni-Channel Chatbots Social Media Software 246

C3Centricity

MAY 12, 2024

This approach demonstrates how leveraging data and technology to understand and anticipate customer preferences can significantly enhance the user experience. Especially where larger and exceptional purchases are made, your customers need ongoing reassurance that they made the right decision.

Loyalty 260

Loyalty Exceptional Customer Service Loyalty Programs Customer Service Representative 260

ECXO

DECEMBER 25, 2024

The Changing Landscape of Customer Expectations Over the last decade, customer expectations have evolved dramatically, reshaped by advancements in technology, the proliferation of online shopping, and the increasing availability of personalized services.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Lumoa

FEBRUARY 6, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. Technology advances will continue to inspire new innovations in customer experience. CX is a tough business.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

InMoment XI

MARCH 23, 2025

Enter conversational intelligence (CI) AI-driven technology that analyzes customer interactions. Identifying Pain Points and Buying Intent Conversational intelligence uncovers recurring challenges in customer conversations, which can help you determine what your target market struggles with most. Are they in the same industry?

Data 195

Data Touchpoint Effort Score Chatbots 195

Customer Bliss

APRIL 23, 2021

So while we were having business and commerce in ways we’ve never done before, thanks to technology, we were longing to be together. And so they were trying to find ways to put humans in places with this technology and I think leveraging change in harnessing change was a function of being human power and technology-aided.”

Customer Experience 273

Customer Experience Consulting Sports Leadership 273

InMoment XI

SEPTEMBER 29, 2022

By having all of your customer data in one place, you can easily access multiple data points from different locations across your organization. This will provide you with a 360-degree view of a customer’s activity and engagement with the bank and will allow you to make well-informed decisions with your customer base in mind.

Banking 370

Banking Retail Data Omni-Channel 370

QuestionPro Audience

JUNE 1, 2018

While cutting-edge technology gives the consumer a unique experience, it still doesn’t beat quality customer service. HOW TO GAIN CUSTOMER LOYALTY. consumers say good customer service defines a successful experience with a business, only 32% pointed to the most up-to-date technology as critical. While 48% of U.S.

Customer Experience 207

Customer Experience Social Media Consumers Loyalty 207

Comm100

APRIL 10, 2024

With proper application, this integration: Provides a greater customer experience Delivers a personalized service that can boost customer retention rates Reduces staff burnout Another key benefit of using AI in customer service is the ability to better understand and predict the needs of the customer to address their concerns almost instantaneously.

Customer Service 263

Customer Service Chatbots Analytics Customers 263

Kayako

AUGUST 12, 2022

Customers expect brands to understand their individual journey with the brand. As technology helps eCommerce scale sales, it also provides solutions for personalized customer service as the customer base grows into thousands or even millions. How To Provide Personalized Customer Service?

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

ShepHyken

DECEMBER 29, 2024

Some of these are what I refer to as non-negotiable behaviors for all employees who must talk to another person, be it a customer or a fellow employee. Make customers feel included and give them confidence (trust) in your brand, and they will say, Ill be back! My Comment: Content marketing is part of the customer experience.

Customer Service 74

Customer Service Self Service Connections Social Media 74

Comm100

JANUARY 2, 2024

Where every interaction is both efficient and tailored to the customer’s needs. This is the promise of Generative AI customer service. Far from being a distant dream, this technology is already reshaping how businesses interact with their customers.

Customer Service 251

Customer Service Chatbots Customers Interaction 251

ECXO

APRIL 10, 2024

Similarly, in customer experience, a customer can behave both as an individual “particle” and as part of a collective “wave” As individual “particles”, customers have unique, personal experiences with a business.

Connections 334

Connections Customer Experience Social Media Analysis 334

TechSee

OCTOBER 31, 2018

No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. CSPs all have vast numbers of customers and an endless volume of daily transactions, each susceptible to human error.

Industry 100

Industry Telecommunications Trends Self Service 100

QuestionPro Audience

FEBRUARY 12, 2018

Market research is one of the most effective ways to gain insight into your customer base, competitors, and overall market. By learning more about your customers, you can gather insights into complementary products and services.

Marketing 239

Marketing Consumers Study Innovation 239

Experience Investigators by 360Connext

APRIL 23, 2024

By managing customer interactions and feedback efficiently, you can secure more leads and enhance the customer journey, ultimately leading to improved business outcomes. This means we need to involve and engage stakeholders, leaders, frontline employees, and customers in everything we do.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

GetFeedback

SEPTEMBER 2, 2019

We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Companies are now using machine learning technology to improve customer experience and traditional institutions usually resistant to change are coming under pressure from a customer base that wants more.

Net Promoter Score 210

Net Promoter Score Self Service Financial Customer Centricity 210