eglobalis

APRIL 6, 2025

In today’s rapidly transforming global economy, B2B value creation is no longer a theoretical conceptit’s the competitive foundation on which industry leaders operate. Part I: Foundational Dimensions of Customer Value Introduction: Why This Series and Why Now?

Contact Center 272

Contact Center B2B Competitive Advantage Self Service 272

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

Calabrio

MARCH 25, 2025

Analytics Contact center trends in 2025: Six key takeaways from the State of the Contact Center report Share The contact center industry is at a crossroads. Without an AI-ready strategy to match, the latest technology can create new challenges instead of solving them. How successful have these efforts been?

Contact Center 130

Contact Center Self Service Report Trends 130

AWS Machine Learning

JANUARY 21, 2025

Amazon Lex is powered by the same deep learning technologies used in Alexa. With its robust capabilities for ticketing, knowledge management, human resources (HR) services, and more, ServiceNow is already powering many enterprise service desks. Solution overview The following diagram illustrates the solution architecture.

Self Service 74

Self Service Knowledge Base Policies Conference 74

ECXO

MARCH 6, 2025

It is a comprehensive effort that goes beyond isolated fixes, requiring alignment of leadership, strategy, culture, technology, and processes around the goal of delighting the customer. Transforming customer experience in a B2B organization is as much about changing mindsets and behaviours as it is about new processes or technologies.

B2B 339

B2B Customer Journeys How To Effort Score 339

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. Staffing has become increasingly difficult in customer service. Providing a self-service option.

Chatbots 261

Chatbots Self Service Examples Industry 261

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. High-tech industrial company GE operates customer experience centers to showcase the company’s capabilities. 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

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. The lesson?

Trends 109

Trends Self Service Omni-Channel Social Media 109

BlueOcean

APRIL 7, 2025

In their answers to the following questions, your potential partners should address AI-powered toolsincluding chatbots, self-service, and machine learningindividually and as part of a holistic strategy. Describe your current AI capabilities and services. What similar projects are you currently using AI technology for?

Contact Center 156

Contact Center Self Service Case Study Measurement 156

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. Offer industry-specific solutions and insights. Leverage technology for consistency and efficiency.

Banking 195

Banking Customer Experience Effort Score Financial 195

InMoment XI

AUGUST 17, 2023

Enable Self Service Through Digital Channels: Invest in user-friendly digital platforms, such as websites, mobile apps, and self-service portals, to facilitate easy self-serve interactions with your business. Focus on making each step clear, intuitive, and user-friendly.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

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 85

Self Service Customer Experience Banking Wait Times 85

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

DECEMBER 3, 2024

Organizations advance to the final stage by leveraging the entire workforce and advanced technology. As a result, it’s essential to harness the power of AI to improve customer service. Invest in self-service options like intelligent chatbots for quick issue resolution. References Zendesk.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

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. TOBi to handle a range of customer service-type questions. “Alexa, launch Netflix!”.

Industry 100

Industry Telecommunications Trends Self Service 100

TechSee

JUNE 10, 2021

It’s no secret that truck rolls are a necessary evil for the service industry. Absolutely, your customers aren’t happy to wait for service. But even though a large proportion of truck rolls are non-value-added activities and a tremendous waste of resources, these dispatches remain a fact of life for service organizations.

Self Service 207

Self Service Innovation Analytics Transportation 207

TechSee

OCTOBER 2, 2018

Field tech support has already begun merging the digital and physical worlds by utilizing immersive technologies – such as augmented reality (AR), mixed reality (MR) or virtual reality (VR) – to manipulate real-life objects. Self-Service. Technical Support in the age of Digital Twins. The evolution of digital twins.

Technology 176

Technology Self Service Innovation Trends 176

Kayako

FEBRUARY 16, 2017

CEB, the insight and technology company that investigates customer loyalty best practices, reported that 67% of customers prefer self-service over talking to your team. So how can we meet our customer’s self-service demands? Which industries have the best customer support websites?

Ecommerce 232

Ecommerce Self Service Analysis Knowledge Base 232

InMoment XI

DECEMBER 1, 2022

Our goal is to empower you with the data, technology, and human expertise necessary to identify the moments that matter, understand what’s working (and what might need improvement), take informed action to solve business problems, and ultimately provide a truly differentiated experience for your business. What Is Experience Improvement (XI)?

Self Service 370

Self Service Analytics Automotive ROI 370

TechSee

JUNE 23, 2021

Beyond using the tool to help them ‘see what their customers see,’ they could leverage the collected visual data to take their customer service to the next level. Using computer vision, they could give ‘smart eyes’ to their self-service tools that tended to fail. Easier in theory than in practice.

Self Service 168

Self Service Industry Insurance Contact Center 168

AWS Machine Learning

NOVEMBER 26, 2023

In this post, we talk about how generative AI is changing the conversational AI industry by providing new customer and bot builder experiences, and the new features in Amazon Lex that take advantage of these advances. This new generation of AI-powered assistants can provide seamless self-service experiences across a multitude of use cases.

Self Service 113

Self Service Chatbots Contact Center Training 113

Kayako

APRIL 12, 2022

Having high-performance customer service is essential for any company, regardless of industry. How Quick Heal optimized their customer service, extending support hours and responding to inquiries faster. Increasing NameCheap’s agent productivity through a self-service knowledge base. Gained self-service capability.

Case Study 287

Case Study Study Self Service Customer Service 287

ShepHyken

OCTOBER 28, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can companies effectively balance customer self-service with personal interactions in high-stakes situations? Self-service options are growing more advanced and popular.

Contact Center 93

Contact Center Self Service Return on Investment Knowledge Base 93

TechSee

NOVEMBER 11, 2019

Smart Home technology is expected to become a $151.4 That’s why many vendors are turning to self-service options for effective Smart Home support. Online troubleshooting wizards and how-to videos are both useful resources but they lack the interactive dimension that is at the core of effective self-service delivery.

Self Service 138

Self Service Technology Wireless eBook 138

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. Clients look for a holistic, timely, approachable service. The self-service model is going to prevail. It’s a no brainer.

Omni-Channel 254

Omni-Channel Chatbots Self Service Customer Experience 254

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.

Chatbots 245

Chatbots Examples Self Service Customer Satisfaction 245

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

TechSee

AUGUST 15, 2021

Warranty Week identified seven industries whose long-term average warranty claims rates over the last 16 years are above the overall industry average of 1.5%. . These industries are: . These industries are: . Self-service. computer OEMs . cars and small vehicle OEMs . trucks and large vehicle OEMs .

Self Service 207

Self Service Management Video Contact Center 207

AWS Machine Learning

AUGUST 30, 2023

QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. Deploying the LLM-powered QnABot can help you elevate the self-service experience for customers and employees.

Self Service 118

Self Service Contact Center Multi-Channel Knowledge Base 118

Uniphore

JANUARY 21, 2022

The global pandemic accelerated digital transformations across every industry, including healthcare. However, compared to the broader consumer marketplace, the healthcare industry lagged in digital adoption and implementation. Conversational AI and automation can solve many self-service woes.

Healthcare 246

Healthcare Self Service Virtual Agent eBook 246

Uniphore

NOVEMBER 19, 2021

The amazing possibilities of technology are about to become even more amazing. Thanks to low code/no code technology, leaders can ask the technology to do what they need it to do–without relying on translating their needs through various layers. The Power of Combining Conversational AI and No Code/ Low Code Technology.

Customer Experience 264

Customer Experience Self Service Contact Center First Call Resolution 264

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

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

TechSee

SEPTEMBER 22, 2020

AR is being used to boost field service efficiency by enabling remote technicians to guide their customers through many issue resolution processes, and by providing remote expert support to on-site technicians. It can also alleviate pressure on field forces by enabling customers to resolve issues in self-service.

Self Service 207

Self Service Travel Knowledge Base Technology 207

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

Uniphore

AUGUST 6, 2021

While self-service could relieve some of the pressure to agents, it couldn’t keep pace with the flood of complex calls. In fact, Gartner estimates that of the 70 percent of customers who attempt self-service during their resolution journey, only 9 percent of calls are resolved through that channel alone.

Self Service 246

Self Service Contact Center Knowledge Base Call Center 246