Bill Quiseng

FEBRUARY 1, 2016

This was originally published as a guest post on Shep Hyken’s customer service blog. . Banks have replaced tellers with ATM’s, direct deposit and internet banking. Even hotels are experimenting with robots to deliver room service. Customer services is all about how to speed up the transaction.

Customer Service 119

Customer Service Non-Profits Customer Loyalty Technology 119

Beyond Philosophy

MARCH 2, 2018

It would be highly unusual for a company that provides the excellent Customer Experience that Amazon does to have such a terrible work environment for those people that offer that excellent experience. It is clear that Amazon sees value in automation and intends to have many human-free Customer Experiences.

Government 101

Government Manufacturing Social Media Gaming 101

SixteenVentures

FEBRUARY 28, 2023

Generative Artificial intelligence (AI) like ChatGPT – and now Bing Chat – is transforming the way we communicate and work, especially in Customer Success. These AI-powered tools offer unique benefits to Customer Success Managers (CSMs) and Enablement pros like: enhancing search, language generation, and productivity.

AI 60

AI Engineering Artificial Intelligence Innovation 60

Intercom

JANUARY 11, 2024

A profound transformation is underway in customer service. Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also facing increasing customer expectations, dealing with the complexities of layoffs, and the ubiquitous task of doing more with less.

Customer Service 86

Customer Service CX AI Start-ups 86

Fonolo

AUGUST 16, 2018

But, oh, how it has worked against us too, thoroughly distancing us from one another, and in some cases, replacing us. Robots performing daring feats once thought to be uniquely human. More specifically, they are the Humans of Customer Service. Winning: How to Nominate a Human of Customer Service.

Customer Service 86

Customer Service Social Media CX AI 86

CSAT.AI

MAY 15, 2018

Mention Artificial Intelligence (AI) to many and it still conjures images of sci-fi films with robots plotting to take over the world. AI is changing the current customer service sector, but AI has been around longer than most people realize. The difference between an appliance and AI is customization, flexibility and learning.

AI 52

AI Artificial Intelligence Customer Service Machine Learning 52

Doing CX Right

OCTOBER 20, 2020

Customers, including me, spend triple the price at Starbucks compared to other local coffee shops. The reason is that the most reputable brands, like Starbucks, proactively LISTEN to customers and use feedback to deliver personalized experiences that exceed customer expectations. Customer Care Call Data. Social media.

Gaming 69

Gaming VOE VOC Close the Loop 69

Fonolo

FEBRUARY 13, 2019

By the way, don’t forget to check out the report we just released: On the Horizon: Customer Service Trends in 2019. Their “The Inner Circle Guide to Omni-Channel Customer Contact” was included in our last report round-up post.) The ongoing centrality of the voice channel is a recurring theme on this blog.

Contact Center 57

Contact Center Technology Technology CRM 57

Comm100

FEBRUARY 20, 2018

It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries. From customized Chatbots on major brand websites to Siri and Alexa in our own homes, it seems like Chatbots have entered the discussion (and our lives) for good. Source: Alex Knight. Why Chatbots?

Contact Center 52

Contact Center Artificial Intelligence AI Social Media 52

Comm100

SEPTEMBER 5, 2014

The advent of social media has had a huge impact on the customer service industry. Here are nine tips on how to offer the most effective customer service on social media. Here are nine tips on how to offer the most effective customer service on social media. Train Support Teams and Delegate Social Channels.

Social Media 45

Social Media Customer Service Non-Profits Contact Center 45

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. Introduction. Download Free.

Social Media 47

Social Media Customer Service Start-ups Omnichannel 47

Intercom, Inc.

DECEMBER 20, 2018

Sujan has seen first-hand just how powerful chatbots can be – greater efficiency, accelerated sales cycles and better customer experiences. Your customers are smart and can see through fakery. Rather, the key is to position them in a way that tells customers, “I’m here to help bring in the person who can best help you.”.

Sales 151

Sales Start-ups E-commerce Non-Profits 151