The DiJulius Group

FEBRUARY 21, 2024

Have you ever envisioned a world where artificial intelligence transforms the way we connect with customers? Shanif Dhanani, the wizard behind Locusive, joins John to offer a glimpse into the future. Read Full Article The post 144: How to Use Generative AI to Improve Your CX appeared first on The DiJulius Group. Shanif’s.

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AI Artificial Intelligence CX Customer Service 64

Execs In The Know

FEBRUARY 6, 2024

In today’s fast-evolving business landscape, the emergence of the experience economy and digital transformation has significantly altered how organizations interact with their customers and employees. These two revolutions have enhanced competitiveness, customer satisfaction, and business growth.

CX 102

CX Business Growth Technology Technology 102

Execs In The Know

APRIL 10, 2024

Our CX Insight magazine article, “ The Power of Listening: Leveraging Customer Feedback to Drive Brand Success ,” delves deep into why customer feedback matters and how it can be a game-changer for businesses aiming for growth and sustainability. Yet, the exploration doesn’t stop there.

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Customer Feedback Innovation Artificial Intelligence Social Media 52

Execs In The Know

APRIL 14, 2024

Lovevery , the acclaimed subscription-based early learning brand, is featured in an interview with Emily Sarver, the Vice President of Customer Experience. A People-First Mentality In the full article, Emily shares the foundational principles that guide Lovevery’s customer experience strategy.

Customer Experience 52

Customer Experience Manufacturing Innovation Education 52

Help Scout

AUGUST 22, 2023

How will our customers help themselves in 2018 and beyond? A review of the near future of customer self-service technologies and trends. Read the full article

Technology 75

Technology Technology 75

The Customer Service Blog

OCTOBER 2, 2023

Welcome to National Customer Service Week (NCSW). This year, NCSW runs from Monday 2nd to Friday 6th October 2023, and it presents the opportunity for businesses and other organisations to celebrate customer service with a series of themes and prepared activities for each day, in addition to some helpful resources.

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Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. Company leadership felt like there was almost always an opportunity to solve a problem for a customer and it just required the right amount of creativity. Think about it.

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Contact Center Engineering Customer Service Sales 83

Beyond Philosophy

DECEMBER 16, 2023

The Future of Customer Research Teams: Innovating for Success in 2024 and Beyond AI’s enthralling me these days, and it seems the world’s caught in the same spell. One realm set for a profound AI makeover is customer market research—a topic worth diving into since it’s likely on many of your radars too.

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Innovation AI Management Consulting Education 78

CommBox

DECEMBER 6, 2023

In such an ever-evolving landscape of customer service, businesses and customer support services are continuously exploring innovative solutions to increase efficiency and streamline operations. Live chatbots stand out for their ability to address customer queries and provide instant support in real-time.

Customer Service 98

Customer Service Artificial Intelligence E-commerce Customer Satisfaction 98

Totango

APRIL 9, 2024

Is 2024 the year of customer success or sales? They unanimously agreed that 2024 is the year of the ICP (Ideal Customer Profile). The cohesion between these teams can significantly drive customer value and results, which impacts retention, expansion, and, ultimately, predictable growth.

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Sales Business Growth Innovation AI 110

ECXO

FEBRUARY 26, 2024

And this led me to write this article. I’m about to introduce some compelling principles of behavioral science that can be used to shape customers’ decisions. In the context of customer decisions, they can be used to encourage positive behaviors, increase customer engagement, boost sales, and even foster customer loyalty.

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E-commerce Sales Social Media CX 114

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.

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AI CX Artificial Intelligence Predictive Analytics 107

The Customer Service Blog

AUGUST 17, 2022

The Customer Service Blog has got almost 250,000 readers across the world, making it a great way to get your articles seen by a large international business audience. We've got a team of enthusiastic worldwide business writers contributing articles to this blog - and we want more! So why not send us one of your articles?

Legal 73

Legal Customer Loyalty Customer Satisfaction Customer Service 73

DMG Consulting

MAY 2, 2024

Making Self-Service More Intelligent View this article on the publisher’s website Omnichannel self-service solutions are a requirement for companies that want to deliver a cost-effective and consistently outstanding customer experience (CX). Intelligent virtual agents (IVAs)—a.k.a.

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Artificial Intelligence Contact Center AI Omnichannel 59

Zendesk

NOVEMBER 9, 2023

Over the last year, there’s been a lot of talk around generative AI and its potential to improve the customer experience (CX). In fact, two-thirds of consumers believe that generative AI will soon become an important part of their service experiences. As a result, companies can meet customers’ rising expectations.

AI 52

AI Customer Service Customer Satisfaction Retail 52

Beyond Philosophy

FEBRUARY 25, 2023

Moreover, you are competing for customers’ time. If you are careful with it, you can end up on the bad side of an evaluation and a losing side of the battle for their attention in the future. 12:39 We share an example of a company that takes their service and elevates it with the theatrical to create a time well spent evaluation.

Customer Experience 88

Customer Experience 88

Uniphore

DECEMBER 27, 2021

In fact, according to a recent Computer Weekly article, employee confidence in their help desk’s ability to address their needs has dropped to 25 percent. In fact, according to a recent Computer Weekly article, employee confidence in their help desk’s ability to address their needs has dropped to 25 percent.

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Manufacturing AI Engineering Technology 211

Intercom

NOVEMBER 9, 2023

Every business is in the service business. But we’ll let you in on a secret … it doesn’t matter what you sell or who you sell it to, your customers could probably get it somewhere else. What you’re really selling is service. And when you nail that service? It’s not because of customer service teams.

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Artificial Intelligence Customer Service AI Customer Loyalty 52

The Customer Service Blog

MAY 12, 2023

The Customer Service Blog has got almost 280,000 readers across the world, making it a great way to get your articles seen by a large international business audience. We've got a team of enthusiastic worldwide business writers contributing articles to this blog - and we want more! So why not send us one of your articles?

Legal 52

Legal Customer Loyalty Customer Satisfaction Customer Service 52

Customer Service Life

MAY 11, 2022

This article was originally published on CustomerThink and is being reposted with the permission of the editor. Almost exactly a year ago, I published a column titled How to Optimize Zendesk to Deliver Both Effective and Efficient Customer Support. Understanding the Key Metrics for Self-Service. Source: Pixabay.

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Artificial Intelligence Scorecard Contact Center Customer Satisfaction 100

Logicalware

JANUARY 6, 2022

As we begin a new year, we wanted to share some of your favourite articles from 2021. Total Experience: The technology trend set to shake up customer service in 2021. Agent Experience: What it is and why it’s key to creating happier customers. Video: The new channel for smarter customer experiences.

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Technology Technology Customer Expectations Customer Service 98

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. I hold nothing back.

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Customer Experience Customer Experience Management CX Start-ups 94

Intercom

APRIL 11, 2024

This week on The Ticket podcast, our Senior Director of Automated and Proactive Support, Ruth O’Brien , and our Senior Product Marketing Manager, Olivia Singarella , dive into what Fin AI Copilot is and what big customer problems inspired us to create it. Every support rep wishes they had their own personal AI assistant in the inbox, right?

AI 52

AI Gaming Customer Service Customer Experience 52

ECXO

JULY 4, 2023

Consumers demand personalized and relevant service whenever they interact with a brand. These days, integrations will help build the future. Instead of sending batch handling to the Elysian fields for their good work, there is a future where batch and real-time analytics co-exist to get the best of both worlds.

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Gaming Technology Technology Customer Experience 124

The Customer Service Blog

MARCH 21, 2024

Its loyal customers certainly seem to love the business, and we are often told that its staff members (or ‘partners’ to be technically correct) also love working at John Lewis. In fact one of the very first articles in this blog - way back in 2016 - was about them (you can read the article by clicking here ). Or do they?

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Retail Finance Sales Customer Service 57

Intercom, Inc.

MAY 25, 2022

We’re serious about delivering the best customer experience with our Engagement OS. We have truly global ambitions to bring our mission of making internet business personal to the biggest enterprise customers across the world. We’re growing alongside our customers. You want to serve multiple millions of active users.

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Engineering Technology Technology Customer Experience 252

Execs In The Know

JANUARY 31, 2024

In an era where AI’s influence is tangibly transforming customer experience (CX) and operational efficiency, the call for leaders to harness its potential has never been more pressing. The focus has shifted towards how CX leaders navigate this AI-infused terrain, utilizing it to revolutionize business practices and personal skill enhancement.

AI 52

AI Artificial Intelligence Social Media CX 52

Intercom, Inc.

OCTOBER 1, 2022

A customer self-service offering is key to empowering customers with information while also reducing the burden on customer service professionals. Plus, they build trust by demonstrating the breadth of a brand’s knowledge to its customers and prospects. What is a customer self-service portal?

Machine Learning 104

Machine Learning Customer Satisfaction Omnichannel AI 104

VOZIQ

JULY 11, 2023

Customer experience has been a deciding factor of growth for companies. In this month’s edition of customer intelligence, we shed light on informative reads from Forbes, Forrester, and Mckinsey on customer satisfaction, acquisition, omnichannel approach, and much more. Let’s begin with the first blog from Forrester.

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Artificial Intelligence Omnichannel Customer Retention AI 52

Execs In The Know

FEBRUARY 16, 2024

In a recent Brand Spotlight from our January issue of CX Insight magazine , Carlos Castano, Senior Director of Customer Experience & Success at Microsoft , delves into the core principles that have shaped his career and the strategies that underpin Microsoft’s customer experience ethos.

AI 52

AI Innovation CX Customer Satisfaction 52

Beyond Philosophy

AUGUST 17, 2023

As a pioneer in the experience movement, Pine has a new customer strategy concept that we discussed on a recent podcast, so I thought I would share what we learned here as well. Pine says he was inspired by Norton’s article in the Strategy and Leadership Journal when Norton wrote that “experience was time well spent.”

Hospitality 78

Hospitality Hospitality AI Technology 78

VOZIQ

FEBRUARY 3, 2021

Every month, we bring you the best resources from the internet to help you navigate customer retention and customer experience issues. According to Forrester, being data-driven is no longer enough to become a customer-centric business. So, what are the customer experience (CX) insights critical to your business?

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Customer Retention Manufacturing Touchpoint Education 98

Shep Hyken

DECEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. The article shares the top 30 retailers.

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Social Media Customer Service VOC Retail 74

The Customer Service Blog

NOVEMBER 15, 2023

Banks, building societies, investment and insurance firms, as well as many other types of business, are being told to “put their customers’ needs first”. Yet, trust in financial services is low: the FCA recently found that just 36% of UK adults see most financial providers as honest and transparent in how they treat customers.

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Gambling Finance Customer Service 83

CommBox

DECEMBER 14, 2023

In the dynamic landscape of today’s fast-paced digital world, businesses are in a perpetual pursuit of cutting-edge solutions to elevate customer satisfaction. One technological innovation that has emerged as a pivotal player in revolutionizing customer service is Generative AI-powered Chatbots.

Customer Satisfaction 98

Customer Satisfaction AI Social Media Customer Loyalty 98

Shep Hyken

JUNE 1, 2022

All of this leads to a conversation I had with my friend Tony Cheevers of Researchscape , who posted an article about Devora Rogers’s take on brand narcissism. As I read the article, I thought that another way to position this concept, as it applies to the customer experience, is something I now refer to as feedback narcissism. .

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Customer Experience Customer Service Customer Feedback 116

Customer Service Life

FEBRUARY 29, 2024

In a recent article on Why Contact Center Quality Assurance Matters I stated my case for a robust and consistent quality assurance program. In this article, I’ll share the key elements in effective one-on-one conversations that will help you truly invest in the quality, productivity and well-being of your contact center agents.

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Contact Center Gaming Customer Service 88