CSM Magazine
JUNE 30, 2021
The fundamental goal of client satisfaction is at the heart of customer service. In the past, it meant giving out smiles or taking the occasional phone call from a dissatisfied customer. Now, there’s a lot more to it than that. The most significant shift in customer service is the sheer number of avenues through which customers can contact your organization.
Totango
JUNE 28, 2021
A f reemium strategy forms a foundation for SaaS marketing, but it’s often used without being understood. Here’s a closer look at the basics. We’ll define what a freemium strategy is. We’ll contrast it with the similar-sounding but distinct concept of a free trial strategy. And we’ll consider the role automation plays in deploying and optimizing freemium strategy.
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C3Centricity
JUNE 28, 2021
Web design is a variable that changes as fast, if not faster than we can get our latest creation published! In just the past twelve months, digital adoption has expanded five to ten times faster than was expected, thanks to the pandemic and lockdowns. This, together with the increased economic uncertainty and loss of predictability, has driven customers online in ever greater numbers.
Alida
JUNE 30, 2021
Patriotic flags, dazzling fireworks, mouth-watering BBQs, and scraping rainbow decals off of storefront windows—July is here!
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
Uniphore
JULY 1, 2021
Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. We wanted to get an unfiltered, insider look into how contact center employees view their roles, what their pain points are, and what solutions they feel could help them consistently deliver great customer experiences.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
NICE inContact
JUNE 30, 2021
To learn about all 10 reasons for using AI in the contact center, be sure to check out the replay of the 10 Ways AI Can Improve the Contact Center Experience webinar, which is available now OnDemand. In that webinar, Laura Bassett and I talk about 10 outcomes of using AI in the contact center. You’ll hear lots of great insights, and you’ll get some additional resources to help get your contact center started with AI.
ShepHyken
JUNE 30, 2021
Not long ago I covered six ways to handle angry customers. Often an angry customer and a difficult customer are the same. But that’s not always true. Sometimes difficult customers aren’t angry. They are just tough and demanding. That said, the techniques I cover in both of these posts can work, with a little tweak or variation depending on the situation.
TechSee
JUNE 30, 2021
Technician dispatches, known colloquially as “truck rolls,” are considered a necessary evil for many service organizations. If a customer has a need for service, the organization must dispatch a technician to deal with the issue, whether they like it or not. And they don’t like it. Why? Because companies that rely heavily on a technician workforce consider 25% of truck rolls (TSIA) as non-value-added activities and a tremendous waste of resources.
GetFeedback
JUNE 27, 2021
All you need to know about asking for, tracking, and using customer feedback.
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
Michel Falcon Experience
JUNE 30, 2021
To listen to this episode on an Apple device, click here. To listen on Spotify, click here. To listen to this episode on another platform,click here Welcome… The post #05: We Have to Stop Saying “The Customer is Always Right” appeared first on.
NICE inContact
JUNE 29, 2021
Check out the “Contact Center Leader’s Guide to Gamification” eBook for more tips and tricks. Whether you’re just embarking on your gamification journey, or trying to take your program to the next level, this eBook will help you build a sustainable gamification program that motivates all your employees - from your top performers to your brand new agents!
ShepHyken
JULY 2, 2021
This week we feature an article by Devin Pickell, Growth Marketer at Nextiva. He writes about the do’s and don’ts of social media customer service. We already know more brands are using social media as a customer service channel for answering FAQs, customer complaints, and general support questions. . While social media is a great channel for facilitating customer inquiries, there is a right and a wrong way to use the channel.
GetFeedback
JUNE 27, 2021
How to use a customer experience maturity model to assess the current state of CX in your business, diagnose areas that need improvement, and guide your experience strategy.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Michel Falcon Experience
JUNE 30, 2021
To listen to this episode on an Apple device, click here. To listen on Spotify, click here. To listen to this episode on another platform,click here Welcome.… The post #06: How to Stand Out in a Crowded Company and Industry w/ Ghassan Halazon appeared first on.
NICE inContact
JUNE 27, 2021
Read more about CXone Personal Connection, the proactive engagement solution that is part of the CXone platform, which ensures your outbound calls are ready for STIR/SHAKEN, generates more revenue, improves the customer, and agent experience, and increases customer connections.
ShepHyken
JUNE 29, 2021
The Customer Obsessed Organization. How to Lead with the Customer First. Shep Hyken interviews Shirley Macbeth, Chief Marketing Officer at Forrester , responsible for elevating the company’s thought leadership profile and generating demand for its portfolio of research, consulting, and events. They discuss how customer-obsessed organizations must put their customers at the center of their leadership, strategy, and operations.
Omnicus
JUNE 28, 2021
Customers don’t become loyal to your brand because your marketing is excellent. They become loyal because you take good care of them. Excellent customer service experiences drive a great customer experience. Make no mistake about it; marketing is essential. It drives customer awareness, helps build top of mind, influences our buying behavior, and significantly impacts brand recognition and brand reputation.
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
Help Scout
JUNE 30, 2021
It’s still yesterday for you. Statistically speaking, you (like most of my Help Scout colleagues) are probably somewhere in the Northern Hemisphere. Meanwhile, I cling to the bottom of the planet in Australia, probably in your tomorrow. That separation is about more than weather and the relative deadliness of the local wildlife. Remote vs. really remote.
Comm100
JUNE 30, 2021
Customer service is often cited as the most important factor in customer satisfaction. It’s why we’re here to talk about how your customer service team can give your customers a positive experience, no matter the circumstance or query. If you want to make sure that your customer service skills are up to par, then this article will help point you in the right direction.
ShepHyken
JUNE 28, 2021
Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. America’s Best Customer Service Companies by Newsweek. (Newsweek) Newsweek has again partnered with respected global data research firm Statista to identify the stores that consistently provide the Best Customer Service 2021.
Alida
JUNE 28, 2021
In an increasingly competitive market, homing in on the employee experience (EX) can differentiate your brand and result in a better end result for your customers.
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
ReviewTrackers
JUNE 28, 2021
Comm100
JUNE 27, 2021
Imagine a customer is at the checkout of your eCommerce store. They have a pair of shorts in the basket, and they’re right on the edge of clicking ‘Complete order’. But there’s just one problem. They’re not quite sure if they’ll be the right size. And if they’re not, can they return them for free? Now imagine that in the bottom right corner of the screen, there is a button they can click to immediately connect with an agent and get their question answered.
PK
JUNE 28, 2021
Disney+, Paramount+, Discovery+, Apple TV+—each day it seems as though a new industry leader is adding a “+” to their offerings and delivering video streaming. The “+” may be a […]. The post The future of video streaming appeared first on PK.
Help Scout
JULY 1, 2021
Every industry has its nuances. Perhaps there’s specific terminology to learn or a heavier focus on one type of metric over another. Often, customer service skills are transferable; however, in some cases there are significant differences that make things a bit more complicated. Take healthcare, for example: Outside of differing cultural norms, there are also laws pertaining to things like storing information or interacting with customers.
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Inbenta
JUNE 30, 2021
Contents: Introduction. Chatbot examples in the travel & leisure industry. 1. Gol Airlines. 2. TravelClub. 3. Stubhub. Chatbot examples in the utility industry. 4. Naturgy. 5. Butagaz. Chatbot examples in the retail industry. 6. Benefit Cosmetics. 7. Eroski Supermarkets. Chatbot examples in the manufacturing industry. 8. Schlage. Chatbot examples in the healthcare industry. 9.
Myra Golden
JUNE 29, 2021
Mark your Calendars for October 4 – 8, 2021, because we’re celebrating National Customer Service Week! This year’s theme is, Celebrating the Heart of Service. And I’m facilitating five online video sessions!!! After the year we’ve had, I’m so ready to celebrate with you, to celebrate with you! Head over to [link] to sign up.
CSM Magazine
JUNE 30, 2021
AI chatbot handles peaks and supports business growth. Founded in 2001, in the West Midlands, UK, as a manufacturer of leisure machines for the hospitality industry, Intouch Games launched its first mobile casino games in 2006. The company has won several awards for its mobile gaming applications and in-browser casino and bingo games, which are all developed in-house.
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