Execs In The Know

FEBRUARY 5, 2024

In the BPO context, hyper-automation often leads to increased operational efficiency, as it involves the automation of entire workflows, generally improving customer service and reducing, if not eliminating, the costs of legacy processes.

Healthcare 59

Healthcare Sentiment Analysis Artificial Intelligence ML 59

Logicalware

APRIL 17, 2024

The financial landscape is evolving, and with it, the expectations on financial services to deliver not just products, but value, understanding, and care to their clients. Understanding the Consumer Duty At its core, the Consumer Duty establishes a higher level of expectation for the financial services industry.

Compliance 52

Compliance Finance CX Customer Service 52

SurveySensum

APRIL 1, 2024

Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand. Why is Customer Trust Important for Startup Brands? Let’s get started!

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52

SurveySensum

JANUARY 30, 2024

A few months ago, I interviewed candidates for the Customer Experience Head position in our team. The role is crucial – CX professionals shape how customers perceive a company. It’s not just about skills; it’s understanding the company and sharing its values. Let’s get started!

CX 52

CX Customer Experience Customer Feedback Customer Satisfaction 52

Hodusoft

MARCH 13, 2024

Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. In today’s dynamic financial landscape, providing exceptional customer support is crucial for the success and reputation of financial institutions.

Contact Center 52

Contact Center Compliance Social Media AI 52

ECXO

APRIL 7, 2024

The Majestic Dance between AI and Humans in CX Indeed, in the luminous panorama of business ecosystems, the phrase “customer experience” has emerged as a cardinal point of focus. It is the narrative of a customer’s journey from the moment they hear about your brand until they become advocates for your solutions.

AI 106

AI CX Artificial Intelligence Predictive Analytics 106

Helpt

FEBRUARY 2, 2024

You had some issue with a product, you picked up the phone and dialed the customer support line, you explained your situation to the first agent, they didn’t know the answer so they sent you to another agent, you explain the situation again, rinse and repeat until eventually, someone gives you answer.

Customer Satisfaction 97

Customer Satisfaction Actionable Insights Customer Retention Customer Experience 97

SurveySensum

MAY 6, 2024

A good example of a brand story is the one that lays stress on the personal experiences. You need to tell readers what prompted you to start your venture and how you achieved success by going through different experiences over many years. Also, mention the mission and core values that drive you.

Social Media 52

Social Media Start-ups Artificial Intelligence Education 52

Hodusoft

MARCH 6, 2024

E-commerce Customer Support: How BPO Can Elevate Your Service Experience Are you an e-commerce business struggling to provide seamless and efficient customer support services? Primarily, the success of e-commerce or any customer service-related company is measured through increased customer satisfaction and loyalty.

E-commerce 52

E-commerce Contact Center Social Media Gaming 52

SurveySensum

SEPTEMBER 5, 2023

Do you know how exceptional customer experience can transform your SaaS journey? You will also share your positive experiences with your friends and colleagues. Your customers feel the same way. But what more can an exceptional SaaS customer experience bring to the table? You will continue using it, right?

Actionable Insights 52

Actionable Insights Customer Experience NPS Net Promoter Score 52

SurveySensum

FEBRUARY 29, 2024

Despite this, her job satisfaction plummeted due to a lack of recognition and support, resulting in a negative employee experience. It’s more than just job contentment; it’s about feeling valued, engaged, and supported. It involves fostering a workplace where employees feel valued, engaged, and motivated.

Innovation 52

Innovation Customer Satisfaction Gaming Start-ups 52

Customer Bliss

OCTOBER 10, 2019

Today, leaders in just about every industry understand that improving customer experience is essential for ease of customer interactions, reputation management, business efficacy, and overall success. A clean and clear process for evaluating and understanding what customers need and value in improved or redesigned experiences.

Customer Experience 101

Customer Experience Finance Innovation CX 101

Execs In The Know

JANUARY 8, 2023

Making Your Customer the Priority, Then Working Backward Many customer experience (CX) leaders are focusing on thinking about how they can meet the customer where they want to be met. What does the customer journey look like for you? The goal is to have a better overall customer experience.

Artificial Intelligence 87

Artificial Intelligence Technology Technology Engineering 87

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. How does it benefit organizations and customer experience?

AI 74

AI Customer Service Technology Technology 74

Lightico

APRIL 4, 2024

Here’s where Intelligent Document Processing (IDP) for Auto Finance , elevates the role of the credit analyst, & emerges as a game-changing technology. This frees up valuable time for credit analysts, allowing them to focus on complex loan evaluations and customer interactions.

Finance 75

Finance Data Entry Artificial Intelligence Compliance 75

SurveySensum

JULY 24, 2023

The retail world is changing at warp speed, and so are customers’ needs and expectations. Customers want to experience all the cool trends but also want their needs and expectations to be met. It’s all about giving customers more control and making their shopping journey a breeze. Talk about empowerment!

Retail 52

Retail E-commerce Customer Experience Social Media 52

ClientSuccess

DECEMBER 5, 2022

What is a Customer Advisory Board (CAB)? A Customer Advisory Board (CAB) is a powerful tool for SaaS companies to maximize customer success. It helps drive better relationships between customers and the company, ensure customer satisfaction, and increase loyalty. Build Your CAB with the Right Mix of Customers.

Social Media 87

Social Media Start-ups Customer Satisfaction NPS 87

Intercom

AUGUST 10, 2023

We think of innovation as something that happens behind closed doors, but what would you be able to unlock if customers felt they were part of the creative process? And when it comes to innovation in customer service, who knows about customer needs and hopes better than the customers themselves?

Customer Journey Map 96

Customer Journey Map Innovation Start-ups AI 96

Hodusoft

JANUARY 24, 2024

Personalization Strategies for Inbound and Outbound Banking Calls: A Technology Perspective Within the quickly changing banking industry, where the customer experience is paramount, the concept of tailored interactions has become increasingly important.

Technology 52

Technology Technology Predictive Analytics Machine Learning 52

Customer Bliss

APRIL 5, 2016

When working with companies on developing customer-focused growth cultures, I often get asked about this idea of a company core values list. It seems that every company has a core values list, but oftentimes the words used are similar — and they can be words that mean many different things to different people.

Legal 86

Legal Engineering Customer Experience 86

Intercom, Inc.

MARCH 16, 2021

Today, customer expectations are at an all-time high. A proactive customer support approach is the key to regaining control. But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need. Download The Ultimate Guide to Conversational Support.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Customer Service 139

Customer Service Sales Start-ups Voice of the Customer 139

SurveySensum

OCTOBER 13, 2023

Not so long ago, automation used to be the bugbear of the customer experience. Certainly from the customer’s point of view. The advent of AI powered by sophisticated algorithms has transformed mechanization from a customer service hindrance into a potent tool for improving customer satisfaction. A further 48.5%

Customer Experience 52

Customer Experience Customer Satisfaction AI Retail 52

ClearAction

JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Customer experience excellence is certainly defined a bit differently now, compared to years past. How can leaders wrap their heads around these overwhelming mandates for customer experience excellence?

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

Lumoa

MARCH 10, 2022

Using customer feedback in marketing can give you a huge edge on competitors. And if you’re like most businesses, you probably already get a ton of customer feedback. Customer feedback can come at you a hundred different ways. What is Customer Feedback? Proven Methods for using Customer Feedback in Marketing 1.

Customer Feedback 94

Customer Feedback Gambling Social Media Start-ups 94

SurveySensum

JULY 9, 2021

I have seen many businesses wonder, ‘How can we build better rapport with our customers?’ But, the most important question is, ‘Do they really know their customers?’. Customers buy from companies they trust and connect with emotionally. or ‘How can we ask them to trust us?’ All of this and much more to improve their bottom line.

Social Media 98

Social Media NPS Start-ups Customer Loyalty 98

SugarCRM

APRIL 27, 2023

Although it first focused on sales automation and contact management, recently, it’s become a way of elevating customer experience. Interacting with customers digitally undoubtedly plays a decisive role in ensuring better CRM operations, but the quality of your system plays a huge role.

CRM 26

CRM CX Artificial Intelligence Finance 26

SurveySensum

MARCH 4, 2024

Recognizing its potential impact on your employee experience and productivity, they decide to launch an employee feedback survey, urging open and honest communication. This shows the significance of employee feedback for an organization, and anonymity is just a tool to make your employees feel safer and more valued.

Start-ups 52

Start-ups Gaming Structured Data Construction 52

Execs In The Know

AUGUST 10, 2021

While the labor shortage has affected every industry, one role that has fared relatively well during the labor shortage is that of the work-from-home (WFH) customer service agent. According to Gartner research, 70% of customer service and support agents prefer to work at home. Perfecting the work-at-home contact center model.

Contact Center 97

Contact Center Sentiment Analysis Construction AI 97

Lightico

SEPTEMBER 13, 2023

As the digital era unfolds, banking and financial customer journeys have grown increasingly, and unnecessarily intricate, often characterized by persistent inefficiencies. Beyond telecoms and across industries (including energy, utilities and alternative network services), customers face the unsettling phenomenon known as ‘bill shock.’

Finance 52

Finance Education CX Social Media 52

Execs In The Know

FEBRUARY 12, 2023

Crunching customer data is at the crux of it all, and applying data insights to decisions is the most challenging barrier to the success of a hyper-personalization strategy for 53% majority of marketing influencers, according to a report by Ascend2. Ill-informed data-driven approaches risk violating customers’ trust.

Omnichannel 52

Omnichannel B2C CX AI 52

Shep Hyken

APRIL 8, 2022

He has experience across the Contact Center spanning Hiring, Training, Quality, Workforce Management, and Performance Management. He shares how retailers can understand the digital customer experience in the retail world. An experience through the customer’s buying journey is quite crucial and must be addressed by the retailers.

Retail 72

Retail Customer Experience Contact Center Omnichannel 72

Intercom

SEPTEMBER 5, 2023

AI may be transforming customer support, but a successful approach takes more than just a flick of a switch. From swiftly handling common queries to assisting human agents in tackling complex issues, generative AI chatbots have swooped in and changed the game of customer support in just a matter of months. Take our new AI chatbot, Fin.

AI 52

AI ML Sentiment Analysis Scorecard 52

Intercom, Inc.

MAY 13, 2021

Few people have more experience with this move than Linda Lin , Director of Customer Success at the revenue intelligence platform Gong. Moving upmarket means larger customers and higher revenue, but it’s not without its challenges. Moving upmarket means larger customers and higher revenue, but it’s not without its challenges.

Sales 177

Sales Start-ups Technology Technology 177

SugarCRM

OCTOBER 24, 2023

Generate in-depth customer analysis Hyper-personalize customer interactions to achieve higher levels of CX and boost brand loyalty Generate detailed forecasts Derive new insights based on internal and third-party data Generative CRM: Key Benefits With so much power, companies can take advantage of generative AI’s capabilities in multiple ways.

CRM 26

CRM AI Invoicing Predictive Analytics 26

Customer Bliss

JANUARY 30, 2018

IKEA is a company that knows its purpose, understands its customers, and provides value and consistency. We all know an IKEA customer, right? IKEA customers want simple, modern designs, quality products, and don’t want to spend a lot of money on furniture. He understood that they are the backbone of the company.

CX 57

CX Customer Experience 57

Customer Bliss

JANUARY 27, 2015

Beloved companies know that the outcome of their decisions and their actions reveal who they are and what they value. You extensively screen and select people who share your organizational values. You believe employees will live by the values, spirit, and passion for which they were chosen. Customer feedback fuels your business.

Innovation 82

Innovation Customer Relationship Business Growth Customer Feedback 82