Intercom

APRIL 10, 2024

The era of AI-first Customer Service is here, and it will lead to happier customers and more strategic customer service teams. What is AI-first Customer Service? AI-first Customer Service means customers will get: Instant, excellent answers to almost all their questions, delivered by AI. Technology doesn’t go backwards.

AI 59

AI Customer Service Customer Satisfaction Technology 59

Beyond Philosophy

AUGUST 20, 2020

Professor Melumad is an assistant professor of marketing at the Wharton School at the University of Pennsylvania and has worked a lot in a relatively new research area about people’s relationship with mobile phones. Professor Melumad had the same feelings going into the research. However, will that always be the case?

Transportation 348

Transportation Technology Technology Social Media 348

Beyond Philosophy

APRIL 11, 2024

To get us started with our answer, we turn to Eckhart Boehme , Founder and Managing Director of Unipro Solutions , who contacted us as part of our podcast’s “ None of Us Are as Clever as All of Us ” feature, where people submit their ideas, and thoughts, opinions, reports, statistics, or whatever else. It’s our job to determine what it is.

Sales 78

Sales Customer Experience 78

Beyond Philosophy

MARCH 16, 2023

We asked Forrest Morgeson, assistant professor of marketing at the Broad College of Business at Michigan State University and the director of research at the Customer Satisfaction Institute at Michigan, to discuss it with us on the podcast. His research focuses on customer satisfaction, customer experience, measurement, and management.

Customer Satisfaction 88

Customer Satisfaction Technology Technology Customer Experience Management 88

Lumoa

JANUARY 19, 2023

This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services. We will discuss topics such as defining the department’s goals and objectives, assessing the current state of customer service, and developing a strategy.

Net Promoter Score 94

Net Promoter Score Customer Experience NPS Start-ups 94

Beyond Philosophy

AUGUST 13, 2022

Psychology research determined that there are common areas of personality that all people share with many characteristics that fall under them. The Big Five Personality Dimensions are the areas of our personality that drive our decisions. For each dimension, there are personality traits that are associated with the area.

Management Consulting 88

Management Consulting Start-ups Customer Experience CX 88

Beyond Philosophy

JULY 16, 2022

Then, we dive into research from consumer research firm Attest that tells us a bit about how people feel about inflation and how that is going to affect their customer behavior. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. How can we help?

Management Consulting 157

Management Consulting CX Customer Experience 157

Fonolo

SEPTEMBER 29, 2020

The rest of the marketplace has followed suit; the average budget allocated to customer service and support has grown substantially in the last few years. It’s unnecessary, expensive, and creates friction for both the customer and the business (especially you, contact center managers!). Perform customer perception research.

Customer Experience 141

Customer Experience Contact Center Touchpoint CX 141

DMG Consulting

FEBRUARY 8, 2024

AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year.

Contact Center 48

Contact Center Technology Technology AI 48

Taylor Reach Group

AUGUST 13, 2020

Beside all the typical operational issues, one subject comes up frequently; contact center management feeling that the rest of the organization does not appreciate what the contact center does. In fact, one manager half-jokingly said: “ We get no respect ”! So why is that and what can we do about it?

Contact Center 150

Contact Center Customer Loyalty CX 150

Hodusoft

FEBRUARY 22, 2024

What former AOL’s CEO James Love Barksdale said for the Internet in the late 90s can be said for Internet Protocol Private Branch Exchange (IP PBX) communication systems in the present era, especially for Managed Service Providers (MSPs). Managed Service Providers (MSPs) have rapidly evolved as key players in the IT services industry.

Innovation 52

Innovation Technology Technology Gaming 52

Intercom

NOVEMBER 29, 2023

Most customer service tools were built for human-led support, with a smattering of automation thrown in for good measure. Could another customer service platform be a better fit for your team? Difficult to manage: If your tool is unintuitive and complex, every small change or customization becomes a big hassle for your team.

Customer Service 89

Customer Service AI Start-ups Innovation 89

Beyond Philosophy

SEPTEMBER 11, 2021

However, marketing isn’t the only area to blame for the problem. It turns out that all of these areas contribute to the customer orientation of your organization. We take a deeper dive into what we look at in three contributing areas, including Customer Strategy, Marketing, and Customer Expectations. How can we help?

Management Consulting 78

Management Consulting Customer Expectations Start-ups Customer Experience 78

Intercom, Inc.

MAY 18, 2021

People have grown jaded by claims about “ email, reinvented ”, “ project management, reinvented ”, and the like. Hence they look to industry analysts to explain what’s going on in their area, so they can learn about what’s changing in the industry, and what new tools and technologies have emerged. Customers are expecting it now.

Customer Retention 210

Customer Retention Business Growth Customer Satisfaction Technology 210

Comm100

SEPTEMBER 12, 2023

This is where Strategic Enrollment Management (SEM) comes into play. Read on to explore what strategic enrollment management is, how it is helping schools to attract more of the very best students, and how to create a robust plan. What is Strategic Enrollment Management (SEM)? What are your enrollment trends?

Education 62

Education Structured Data 62

CSAT.AI

APRIL 26, 2023

An in-house customer service team that is steeped in company culture sounds great. There are many situations where customer service business outsourcing, or CS BPO, makes sense to save time and money. This way support doesn’t get backburnered while you’re trying to manage other areas of a changing or emerging business.

Customer Service 82

Customer Service Sentiment Analysis Sports Start-ups 82

Experience Investigators

APRIL 23, 2024

Let’s explore customer experience management (CEM), its pivotal role in shaping customer lifetime value , and strategies for measuring the return on investment of CX initiatives. Understanding Customer Experience Management (CEM) Let’s start at the beginning. Is this the same as Customer Relationship Management, or CRM?

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Beyond Philosophy

MAY 15, 2023

I recently conducted a really interesting webinar with Verint where we looked at the 3rd year of some significant research they undertake called the Engagement Capacity Gap. The new research reveals two distinct groups. As a result of this, the research reveals this makes them: 3.2 People with high and low levels of confidence.

Customer Experience 78

Customer Experience Innovation CX Customer Satisfaction 78

Hodusoft

OCTOBER 4, 2023

Managing the cost per call is a paramount challenge for contemporary businesses across various industries. Resource allocation: Efficient communication spending allows businesses to allocate resources to other critical areas such as research and development, marketing, and customer service.

Compliance 105

Compliance Omnichannel Real Estate Legal 105

Hodusoft

APRIL 24, 2024

A Comprehensive Guide on ISDN Even if you aren’t that well-versed with telecommunication lexicon, you still might have come across a term—ISDN, which is the abbreviation for Integrated Services Digital Network. ISDN-E leverages Ethernet technology to deliver ISDN services over high-speed internet connections. Read on to know more.

Start-ups 52

Start-ups Technology Technology Gaming 52

Execs In The Know

FEBRUARY 29, 2024

Put simply, it’s an approach that prioritizes users’ needs, behaviors, and preferences, ensuring solutions (and service capabilities) resonate and deliver value. Solution: Before even signing up for a software trial, map your processes and conduct user research to identify pain points and preferences.

CX Transformation 99

CX Transformation CX VOE AI 99

Zendesk

DECEMBER 7, 2023

In this report Here are five takeaways from our research—be sure to check out the full report: 1. When it comes to EX, there’s an ownership problem Almost half of the IT leaders we surveyed admit that “no one really owns” the employee experience, indicating a lack of clear responsibility or strategic focus in this area.

AI 52

AI Healthcare 52

Lumoa

FEBRUARY 14, 2024

A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. But, developing a CX strategy that works is much more challenging than simply fine-tuning customer service processes. This is because CX involves many factors that are outside your direct control.

Customer Experience 83

Customer Experience ML Social Media CX 83

Intercom

OCTOBER 4, 2023

An obsessive commitment to creating a great customer experience is a good first step, but that will only get you so far without one crucial ingredient: rigorous reporting on key customer service metrics.

AI 97

AI Customer Service Net Promoter Score Scorecard 97

MattsenKumar

OCTOBER 12, 2023

As organizations grow, outsourcing customer service has become necessary to ensure customer satisfaction. The expansion of organizations brings forth new challenges that require the expertise of a skilled customer service team to provide optimal solutions.

Customer Service 84

Customer Service Customer Satisfaction Contact Center CRM 84

Intercom, Inc.

JANUARY 14, 2021

And so, in 2014, he founded Productboard , a product management system that incorporates customer feedback and insights to help product teams build better products. Looking at how the best companies operate, Hubert and his team boiled down product excellence to three key areas of action: vision, strategy, and execution.

Engineering 225

Engineering Start-ups E-commerce Sales 225

Beyond Philosophy

JULY 11, 2020

The 5 Rules for Making and Managing Customer Memories. Here are the five rules to bear in mind when making and managing customer memories: Five Rules for Making and Managing Customer Memories. There are practicalities to consider regarding managing customers’ memories. However, it doesn’t have to be.

Start-ups 140

Start-ups Customer Loyalty Customer Experience CX 140

Lumoa

JANUARY 27, 2023

Customer service in the 21st century is not just the prerogative of one specific department but of every business process, role, and philosophy. This article looks at how customer service can be optimized for better results. Or used a service and had an issue with the customer support staff? So what can be done?

Customer Journey Map 83

Customer Journey Map Customer Service Customer Experience Touchpoint 83

Execs In The Know

OCTOBER 7, 2022

So, how you manage outsourcers has a direct and lasting impact on customer loyalty and bottom-line growth. This means that the traditional vendor management approach needs to evolve. We will explore key areas to transform vendor management approaches into a partner success model for the future. Vendor Manager Role.

Scorecard 98

Scorecard Government Contact Center CX 98

CSAT.AI

DECEMBER 8, 2022

Value-added Work vs Non-Value-Added Work How Does This Apply to Customer Service? Customer Service Management Non-Value Added Activities Customer Service Agent Non-Value Added Activities Ideas for Identifying and Eliminating Waste The Human Touch Has Value. How Does This Apply to Customer Service?

Contact Center 81

Contact Center Non-Profits Sentiment Analysis AI 81

Hodusoft

DECEMBER 13, 2021

GetApp is part of Gartner Digital Markets and serves as the online resource for businesses exploring software as a service (SaaS) products. The online platform features research, insights, trends, and validated user reviews, giving buyers the tools they need to make informed decisions for their organization. User-friendly . Usability

Contact Center 98

Contact Center Innovation Customer Service 98

PeopleMetrics

MARCH 25, 2022

This guide will answer some of the most common questions that business leaders, marketers, and product managers have about CABs: What are customer advisory boards (CABs)? How can technology and outside services help? Luxury B2C brands and service providers. Product or service roadmap boards. How do you create a CAB?

B2B 118

B2B Customer Feedback Start-ups B2C 118

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? It can help companies pinpoint areas for improvement within customer feedback. Detect liked or disliked product or service features AI for sentiment analysis is a game-changer, not just for marketers.

Sentiment Analysis 83

Sentiment Analysis AI Machine Learning Social Media 83

TeamSupport

DECEMBER 8, 2023

According to research by Microsoft, 59% of consumers have higher expectations for customer service than they did the year prior. Choosing the right software is critical to your company's success in this area. In today’s customer-centric market, providing exceptional support is non-negotiable.

Artificial Intelligence 105

Artificial Intelligence Omnichannel Social Media AI 105

Lumoa

AUGUST 8, 2023

By understanding the key insights hidden within your survey data, you can address specific customer concerns, tailor your products and services to meet their needs and stay ahead of the competition. Whether it be through surveys, focus groups, or even social media, businesses have access to valuable feedback on their products and services.

Customer Feedback 83

Customer Feedback VOC Net Promoter Score NPS 83

Intercom

SEPTEMBER 12, 2023

As the customer service space finds new and exciting ways to work with AI, the roles, responsibilities, and career paths that make up support teams are being reshaped. At Intercom, we firmly believe that AI will turn customer service into a more fulfilling, impactful, and opportunity-filled career.

AI 59

AI Engineering Start-ups Customer Service 59

Fonolo

FEBRUARY 24, 2021

When you first start a business, everything is on you – from accounting to customer service to sales. This is especially the case with customer service and customer care. Outsourcing customer service can potentially save your business money while allowing you to focus on other areas of the business. Time Efficiency.

Social Media 134

Social Media Customer Service Start-ups Innovation 134