Experience Investigators by 360Connext

FEBRUARY 6, 2024

Every team at an organization must prove how their work contributes to the bottom line — and customer experience is no exception. We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x higher customer lifetime value by prioritizing CX Now comes the tricky part: How can we connect day-to-day activities and specific investments to those undeniabl

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

Lumoa

FEBRUARY 6, 2024

Lumoa Product News for January 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! GPT Summaries Improvements The AI that we use to create GPT summaries has been refined and improved, thanks to your feedback!

Knowledge Base 195

Knowledge Base Feedback Customer Voice Training 195

InMoment XI

FEBRUARY 6, 2024

In today’s digital landscape, the importance of social media marketing cannot be understated. Social media platforms like Facebook, YouTube, X (formerly called Twitter), TikTok, Instagram, and LinkedIn (among others) are essential for businesses looking to attract customers, gather valuable feedback, and foster customer loyalty. According to research: 47% of consumers reach out to brands on social because they have a product or service question.

Social Media 195

Social Media Marketing Advertising Feedback 195

Experience Investigators by 360Connext

FEBRUARY 6, 2024

Explore the horizon where artificial intelligence meets human touch in customer experiences with our host, Jeannie Walters. We’re traversing the fine line between the innovative prowess of AI and the essential need for empathy in customer service. Get ready to unlock the secrets of AI that don’t just streamline processes but fundamentally enhance the quality of customer interactions.

Chatbots 143

Chatbots Customer relationships Innovation Resources 143

Advertisement

Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

Report

TechSee

FEBRUARY 6, 2024

Customers expect a seamless and personalized experience from every business in today’s digital age. As a result, companies are increasingly turning to artificial intelligence (AI) to enhance their customer experience (CX). AI-powered CX automation can help leadership automate routine customer tasks, personalize customer interactions, and automate customer service at scale.

Customer Satisfaction 109

Customer Satisfaction Tips Leadership Wait Times 109

TechSee

FEBRUARY 6, 2024

Customers expect a seamless and personalized experience from every business in today’s digital age. As a result, companies are increasingly turning to artificial intelligence (AI) to enhance their customer experience (CX). AI-powered CX automation can help leadership automate routine customer tasks, personalize customer interactions, and automate customer service at scale.

Customer Satisfaction 109

Customer Satisfaction Tips Leadership Wait Times 109

AWS Machine Learning

FEBRUARY 6, 2024

Do your employees wait for hours on the telephone to open an IT ticket? Do they wait for an agent to triage an issue, which sometimes only requires restarting the computer? Providing excellent IT support is crucial for any organization, but legacy systems have relied heavily on human agents being available to intake reports and triage issues. Conversational AI (or chatbots) can help triage some of these common IT problems and create a ticket for the tasks when human assistance is needed.

Self Service 127

Self Service Chatbots e-support Software 127

Zeisler Consulting

FEBRUARY 6, 2024

Folks who work in your Customer-facing organizations have a lot of different names. Agents, technicians, associates (which always makes me chuckle a little bit ), service providers, and others. One that often makes me think is: Representative. It’s curious to me because it can go either way, can’t it? Whenever I get a ‘representative’ on the phone, I wonder: A representative for whom ?

Policies 93

Policies Hotels Brands System 93

AWS Machine Learning

FEBRUARY 6, 2024

This post is co-written with Ilan Geller, Shuyu Yang and Richa Gupta from Accenture. Bringing innovative new pharmaceuticals drugs to market is a long and stringent process. Companies face complex regulations and extensive approval requirements from governing bodies like the US Food and Drug Administration (FDA). A key part of the submission process is authoring regulatory documents like the Common Technical Document (CTD), a comprehensive standard formatted document for submitting applications,

Government 127

Government Report System Guidelines 127

Speaker: Amanda Adams, Fractional CFO, CPA

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Amanda Adams, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.

Data

ShepHyken

FEBRUARY 6, 2024

It’s time to come back to a very important topic in customer service and customer experience. It also falls under leadership and management. The topic is communication and transparency. I was recently interviewed by Megan Jones, an editor for Call Centre Helper magazine. We were talking about how to turn Moments of Misery™ into Moments of Magic ™. Her story is an interesting one.

Communication 96

Communication Airlines Customer Service Training Leadership 96

AWS Machine Learning

FEBRUARY 6, 2024

In 2021, the pharmaceutical industry generated $550 billion in US revenue. Pharmaceutical companies sell a variety of different, often novel, drugs on the market, where sometimes unintended but serious adverse events can occur. These events can be reported anywhere, from hospitals or at home, and must be responsibly and efficiently monitored. Traditional manual processing of adverse events is made challenging by the increasing amount of health data and costs.

Healthcare 118

Healthcare Training Data Consulting 118

NobelBiz

FEBRUARY 6, 2024

SMS (Short Message Service ) has become a pivotal channel in the contact center industry. This article, inspired by insights from Holly Depies , contact center software consultant and SMS expert at Nobelbiz aims to unravel the complexities of SMS marketing, from compliance hurdles to strategic innovations, equipping you with the knowledge to transform your SMS campaigns into potent engagement tools.

Innovation 98

Innovation Strategy Contact Center Multi-Channel 98

CSM Magazine

FEBRUARY 6, 2024

AI-powered chatbots have made significant progress in customer service over the years. However, there is still a lot of room for improvement, especially in the shipping and logistics industry. This was highlighted by the recent DPD chatbot incident where a malfunctioning chatbot received a lot of negative media attention. Although digital customer service solutions can be quick and efficient, they often offer generic and automated responses that are not personalised to individual customers.

Customer Service Representative 98

Customer Service Representative Industry Customer Service Chatbots 98

Advertisement

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Voice of Customer

Blake Morgan

FEBRUARY 6, 2024

                                          Most discussions on revolutionizing customer service in the digital age highlight the importance of technology and personalization. Jason Finkelstein, the Chief Marketing Officer of Gladly, shares how Gladly stands out as the only customer service platform built around people, not tickets, emphasizing personalized, seamless interactions at scale.

Contact Center 95

Contact Center Technology Customer Service Exceptional Customer Service 95

Kustomer

FEBRUARY 6, 2024

If you’re a CX leader running an enterprise-level organization, you need help desk software that goes beyond just automating basic support processes and managing tickets. Among literally hundreds of things to consider, your business needs to factor in cost, scalability, integration and deployment options, as well as long-term value. So, how do you figure out which enterprise help desk software is the right option?

Software 91

Software Self Service Omni-Channel Knowledge Base 91

Playvox

FEBRUARY 6, 2024

Ask people to name three companies known for their customer-centric approach to business, and there’s a good chance some common names will surface: Nordstrom, Apple, Trader Joe’s, Patagonia, and others frequently come to mind. What do they have in common? What’s their secret? They make customers the center of their business strategy, execute on delivering outstanding customer experiences, and strive for continuous improvement.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

Cyara

FEBRUARY 6, 2024

Voice user interfaces (VUIs), voice search, and other voice-based user experience (UX) technologies are reshaping our world and revolutionizing how we interact.

Interaction 76

Interaction User Experience Technology Customers 76

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

Trends

Provide Support

FEBRUARY 6, 2024

To find out how many customer support agents you need for live chat you need to make thorough analysis of your customer service needs and audience.

Analysis 88

Analysis Customers Customer Service Tips 88

Uplight

FEBRUARY 6, 2024

As electric vehicle (EV) adoption rapidly expands and more EVs connect to the electricity grid to charge, understanding EV charging behavior and user trends will be important for energy providers. Specifically, the timing of this new load due to EVs will be important for mitigating grid impacts. This is especially true for residential charging since Read More The post What Does EV Charging Data Tell Us About TOU Program Effectiveness?

Data 59

Data Trends Connections Industry 59

Helpware

FEBRUARY 6, 2024

Always quick to adopt new technologies, the call center industry rapidly accepted changes by using call center artificial intelligence solutions in their CS processes. This includes everything from managing simple inquiries to assisting agents in tackling complex issues, underlining the role of artificial intelligence for call centers.

Call Center 58

Call Center Trends Industry Technology 58

Optimove

FEBRUARY 6, 2024

Learn what you need to evolve as a marketer with our advanced guide Download Now Why it Matters: Understanding the marketing strategies employed by iGaming operators provides invaluable insights for marketers and business leaders across the globe. Marketers can stay ahead of the curve in an ever-evolving digital landscape with these cutting-edge practices.

Marketing 52

Marketing CRM Innovation Analytics 52

Advertisement

Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

Tools

CSM Magazine

FEBRUARY 6, 2024

In the digital age, where content is king, the gatekeeper to any kingdom of information is often a simple, yet powerful visual cue: the video thumbnail. This seemingly small element of your video content strategy influences viewer behavior, draws attention, and ultimately determines whether your content gets the engagement it deserves. In this exploration, we delve into the crucial role of video thumbnails in customer engagement, offering insights and practical advice on how to harness their pot

Video 52

Video Customer Engagement Engagement Tips 52

Lithium

FEBRUARY 6, 2024

  Hello Atlas members! If you still need to sign up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today ! Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access.

Social Media 52

Social Media Knowledge Base Report Trends 52

CSM Magazine

FEBRUARY 6, 2024

In the high-stakes world of sports and entertainment, the right technology can turn game day into an unforgettable experience. That’s where Oracle EPM comes in, transforming stadium operations with the precision and agility needed to score big with fans and stakeholders alike. Oracle’s integrated applications break down data silos, allowing finance and operational teams to collaborate like never before.

Entertainment 52

Entertainment Sports Financial Effort Score 52

SurveySensum

FEBRUARY 6, 2024

Well, this has been a challenge faced by many companies. After putting so much effort into getting them onboard, they leave. Yes, this hurts like a breakup! But fret not; there is one thing you can do! Launch cancellation surveys – a smart way to find out why customers say goodbye, but in a friendly and helpful way. So, what is a cancellation survey?

Survey 52

Survey Feedback User Experience Communication 52

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

Connections

Keatext

FEBRUARY 6, 2024

The integration of text analytics in the employee feedback loop is how HR leaders can rebuild company culture in the wake of the pandemic.

Culture 52

Culture Analytics Company Feedback 52

Amplifai Coaching Category

FEBRUARY 6, 2024

A daily gameplan has been created to help others lead like the best, based on the actions of top talent from the previous year. The plan includes activities such as coaching, recognition, sharing best practices, and having fun with the team, and aims to show that focused, consistent action creates results.

Contact Center 40

Contact Center Culture 40

Forrester's Customer Insights

FEBRUARY 6, 2024

$5.6 million. $6.5 million. $7.2 million. As the price of a 30-second Super Bowl spot increases roughly 10% annually, brands and marketers question the value of the media and production costs to show up in advertising’s premiere showcase.

Advertising 34

Advertising Marketing Brands B2C 34