Aquire

OCTOBER 5, 2021

Customers use multiple channels (more and more as time passes) and go through complex digital buying journeys. How do you meet these evolving customer expectations? Start here — we put together a guide to help you offer superior digital customer service and stand out from competition. What is digital customer service?

Customer Service 105

Customer Service Omnichannel Social Media Social Listening 105

Uniphore

NOVEMBER 16, 2021

The challenges of the pandemic thrust banks that were struggling to remain relevant and their customers who were still digital holdouts into the same situation: learn how to shift banking activity from in person to online practically overnight. Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S.

Net Promoter Score 130

Net Promoter Score Contact Center Artificial Intelligence NPS 130

Uniphore

JANUARY 25, 2022

However, in artificial intelligence (AI), the feeling is anything but cautious. As the AI-powered customer experience (CX) frontier becomes more mainstream, companies will look to emotion AI to offer a differentiated experience rich in actionable data. Every Company will be a Technology Company. And it’s a two-way street.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Aquire

JULY 26, 2021

So if you want to build an effective customer loyalty program, delivering a seamless experience and service across the customer life cycle should be a priority. Traits of a modern customer loyalty program. Helps you offer a frictionless transactional experience to customers across all touchpoints.

Customer Loyalty 98

Customer Loyalty Social Media Artificial Intelligence Innovation 98

Shep Hyken

SEPTEMBER 10, 2021

She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before. In this post, we shall compare five customer expectations in 2021 to their reality. Reality: Customer Service generally feels like sales. .

Customer Experience 90

Customer Experience Artificial Intelligence Customer Expectations Innovation 90

CommBox

AUGUST 4, 2021

Technology and Customers in the Financial Industry. To understand which challenges the financial industry face today, we need to look back at recent years’ technological developments and customer habits. . These artificial intelligence capabilities are changing the financial industry’s structure from within. .

Artificial Intelligence 98

Artificial Intelligence Omnichannel Finance AI 98

Fonolo

NOVEMBER 9, 2021

While customer empathy, hybrid work, and improved contact center technology were definitely hot topics, there were some 2021 trends we didn’t see coming – namely the shortened customer journey, customer demand for immediate support, and of course, the Great Resignation!

Contact Center 87

Contact Center Artificial Intelligence Social Media AI 87

Fonolo

JANUARY 4, 2022

Here’s a comprehensive list of the most important customer service statistics you need to know in 2022. These stats cover everything from interaction channel preferences, customer expectations, and attitudes towards the current state of customer service to guide your strategy moving forward. Source: Microsoft.

Customer Service 142

Customer Service Social Media Contact Center Artificial Intelligence 142

CommBox

JULY 27, 2021

Growing demand for digital customer service. In recent years, technological developments have increased consumer’s use of digital devices such as smartphones, tablets, and laptops. Find out more about the CommBox smart customer communication solution. AI – artificial intelligence is a must-have .

Artificial Intelligence 52

Artificial Intelligence Omnichannel Compliance AI 52

Zendesk

JANUARY 12, 2021

Whether you’re running a small business or a global corporation, providing good customer service can mean the difference between success and failure. And customer expectations are only continuing to rise. Meet your customers on the channels of their choice. Customers expect an effortless experience.

Customer Service 98

Customer Service AI Artificial Intelligence Customer Satisfaction 98

CommBox

JULY 27, 2021

Growing demand for digital customer service. In recent years, technological developments have increased consumer’s use of digital devices such as smartphones, tablets, and laptops. Increasing customer retention by as little as 5% increases a business’s profits by 25%-65% . 2021 marks a new era for the telecom industry.

Artificial Intelligence 52

Artificial Intelligence Omnichannel Compliance AI 52

CommBox

AUGUST 9, 2021

in 2021 to $4.921 trillion. billion in 2021. Consumers’ growing use of digital devices created new standards for customer service and communication. Customers expect retailers and brands to deliver service digitally, as mentioned. Artificial Intelligence © Weedezign | Dreamstime.com. population!

Retail 52

Retail E-commerce Omnichannel Artificial Intelligence 52

DMG Consulting

JUNE 8, 2021

The more advanced IA offerings have expanded their capabilities and benefits far beyond their initial contact center audience but are struggling to demonstrate their value to customer experience (CX) executives who continue to concentrate on marketing and sales functions. Product Innovation.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107

Zendesk

DECEMBER 8, 2021

Automation is making it increasingly easier for customers to solve their own issues, while artificial intelligence (AI) is boosting agents’ efficiency by taking care of straightforward questions and redundant tasks. 86% of customers now expect online self-service options. 76% of customers expect personalization.

Customer Service 98

Customer Service Social Media Artificial Intelligence Omnichannel 98

CommBox

AUGUST 8, 2021

Healthcare organizations had to find effective ways to improve their communication with their patients and accelerated the adoption of digital healthcare technologies. . billion in the first half of 2021, more than all the investment in 2020 ($14.6 Manage big data with artificial intelligence © Nils Ackermann | Dreamstime.com.

Healthcare 52

Healthcare Omnichannel Hospitality Hospitality 52

CommBox

AUGUST 8, 2021

Healthcare organizations had to find effective ways to improve their communication with their patients and accelerated the adoption of digital healthcare technologies. . billion in the first half of 2021, more than all the investment in 2020 ($14.6 Manage big data with artificial intelligence © Nils Ackermann | Dreamstime.com.

Healthcare 52

Healthcare Omnichannel Hospitality Hospitality 52

DMG Consulting

SEPTEMBER 24, 2021

July 7, 2021 Donna Fluss. Companies need to be able to conduct business in an increasingly virtual and digital environment, as this is what their customers expect. IA more accurately identifies customer insights and employee opportunities, with significantly less effort. View this article on the publisher’s website.

Contact Center 77

Contact Center Voice of the Customer Artificial Intelligence Omnichannel 77

Steven Van Belleghem

DECEMBER 6, 2021

Jeremiah Owyang, Tech Analyst @ Kaleido Insights: Brands are using NFTs to Drive Customer Engagement and Loyalty for their CX Strategy. We see more and more marketers adopting NFT (Non fungible tokens) technology to connect to their customers to drive engagement, loyalty and more. In the former social media era (Web 2.0)

CX 123

CX Customer Experience Non-Profits Social Media 123

SugarCRM

OCTOBER 15, 2021

Understanding your customers’ data in your CRM isn’t enough anymore. Modern CRMs leverage artificial intelligence (AI) to provide accurate predictions about your leads’ likeliness to engage and convert. Having order and invoice details also helps your users address customer questions quickly. Customer Tracking Process.

CX 48

CX CRM Artificial Intelligence Invoicing 48

Callminer

AUGUST 6, 2019

Contact center software has evolved as customers’ expectations and needs have shifted with the rise of mobile devices and social media. Now, a new technology known as Web callback or virtual queueing allows callers to ‘virtually’ hold their place in the queue after they hang up in order to receive a callback later.

Contact Center 140

Contact Center VOC Social Media AI 140

SurveySensum

JANUARY 26, 2022

Top customer experience trends in 2022. Optimizing customer experience for mobile devices. Meeting customer expectations. Providing instant fulfillment for online customers. Top customer experience trends in 2022. Various aspects of customer experience have evolved. . Meeting customer expectations.

Customer Experience 59

Customer Experience Contact Center Machine Learning Omnichannel 59

CommBox

AUGUST 16, 2021

alone have lost more than $46 billion in room revenue since mid-February 2021. Consumers’ growing use of digital devices created new standards for customer service and communication. Customers expect hospitality brands to deliver service digitally, as mentioned. AI and automation features that improve customer experience.

Hospitality 52

Hospitality Hospitality Omnichannel Compliance 52

CommBox

AUGUST 16, 2021

alone have lost more than $46 billion in room revenue since mid-February 2021. Consumers’ growing use of digital devices created new standards for customer service and communication. Customers expect hospitality brands to deliver service digitally, as mentioned. AI and automation features that improve customer experience.

Hospitality 52

Hospitality Hospitality Omnichannel Compliance 52

SurveySensum

JULY 20, 2023

Improving In-Store Retail Customer Experience We talked about the importance of improving digital retail experiences for your customers but is that enough? 48% is almost half of your customers. of the respondents stated that the quality of customer service is the most important for them when it comes to shopping in-store.

Retail 52

Retail Customer Feedback CX Social Media 52

Intercom

DECEMBER 14, 2023

Same with customer expectations of the tech. We’re probably only a year away from people expecting to be able to expand on text within a text field, as one simple example. Liam: That’s interesting to hear you say because I thought your training data cut off in 2021. You’re sort of seeing these things crop up everywhere.

AI 98

AI Start-ups Legal Technology 98