Win the Customer

DECEMBER 11, 2023

In the evolving landscape of business, customer experience (CX) has emerged as the linchpin for success. For senior service managers, the ability to understand, measure, and enhance customer engagement is pivotal. Monitoring sentiment across these channels provides invaluable insights into customer perceptions and sentiments.

Sentiment Analysis 69

Sentiment Analysis Net Promoter Score Predictive Analytics Customer Experience 69

Fonolo

MARCH 19, 2019

By embracing modern customer service technology as a must-have ‘utility’, these brands can set themselves apart from their competitors. The Benefits of Improved Customer Service. Industries like retail, hospitality, and healthcare have continued to raise the bar to meet customer expectations. A study by J.D.

Technology 106

Technology Technology Customer Service Social Media 106

Zendesk

JANUARY 17, 2024

What is intelligent customer experience? Intelligent customer experience (ICX) is how a business uses artificial intelligence (AI), automation, and data to provide personalized and proactive experiences. More in this guide: Why are intelligent customer experiences important?

Customer Experience 52

Customer Experience Omnichannel AI E-commerce 52

Logicalware

FEBRUARY 1, 2024

Customers expect fast, convenient, and personalised service across multiple channels, and enquiries are more complex and in bigger volumes than before. It’s about breaking down silos and creating a unified, seamless system that empowers the agents and delights the customers. Book a free demo to understand how.

Customer Experience 52

Customer Experience Sentiment Analysis Omnichannel Social Media 52

SurveySensum

JULY 24, 2023

Customers want to experience all the cool trends but also want their needs and expectations to be met. According to Salesforce Customer Engagement Research 2022 , 73% of customers expect companies to understand their unique needs and expectations. But wait, there’s more!

Retail 52

Retail E-commerce Customer Experience Social Media 52

Intercom, Inc.

MARCH 17, 2021

Jean-Bernard Baptiste is a Senior Manager of Customer Support at HubSpot , a platform built to enable business growth across marketing, sales, and customer service. What’s good for our business and the bottom line should really reflect what’s good for our customers,” he says. Keeping a pulse on customer expectations.

Business Growth 138

Business Growth Customer Experience Start-ups Technology 138

Aquire

SEPTEMBER 18, 2021

If you really want to get ahead of your competition, you should have a great customer experience strategy. Customer experience (or CX) is where most companies compete nowadays as product and price have become less important in the eyes of customers. What is a customer experience strategy?

Customer Experience 98

Customer Experience Social Media AI Predictive Analytics 98

Lumoa

AUGUST 23, 2021

In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition. New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention.

Customer Experience 94

Customer Experience Social Media CX Customer Retention 94

TeamSupport

DECEMBER 20, 2023

Embrace Omnichannel Support In 2024, customers expect seamless support across various channels. Provide Proactive Support Anticipating customer needs before they arise is a game-changer in the world of customer support. Bottom line: Know your customer better than they know themselves.

Artificial Intelligence 108

Artificial Intelligence Predictive Analytics Omnichannel Machine Learning 108

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Predictive modeling and real-time data analysis have created huge opportunities for companies to personalize the customer experience.

Customer Experience 83

Customer Experience CX Net Promoter Score Unstructured Data 83

Aquire

JUNE 3, 2021

What is the most pressing issue when it comes to customer experience? Many answers could fit, but still, one of the underlying goals is to increase efficiency in customer service. For example, 54 percent of organizations report their customer experience operations are managed in silos. Not very efficient.

Customer Experience 104

Customer Experience Social Media CRM Customer Service 104

Shep Hyken

DECEMBER 2, 2022

This week, we feature an article by Steve Miller, Head of Customer Success at Cirrus , a contact center solution that helps companies engage with their customers. He shares the benefits of excellent customer experience for your customers and employees. In a recent survey by SuperOffice , 45.2% Enabling agents.

Contact Center 65

Contact Center Customer Experience Artificial Intelligence Omnichannel 65

Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. But the need to deliver an outstanding customer experience hasn’t. According to research, 95% of consumers believe customer experience is the key to brand loyalty. Where and how they take place has changed, of course.

Retail 94

Retail Net Promoter Score Customer Experience CX 94

SugarCRM

MAY 28, 2024

This measure helps companies ensure that all customers have a higher lifetime value and are staying loyal to your company for a while. For this, you need a consistent customer view, and it can luckily be achieved with technology’s help. Retention However, for a full customer journey to complete, you still have work to do.

Technology 26

Technology Technology Sales CRM 26

SurveySensum

NOVEMBER 23, 2023

This alone is enough to justify the need for digitizing customer experience. The landscape of digital customer interactions is expanding, offering businesses a multitude of touchpoints to engage with their clientele. The ability to track these interactions empowers businesses to craft more personalized and efficient experiences.

Customer Experience 52

Customer Experience E-commerce CX AI 52

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.

Customer Experience 52

Customer Experience Customer Satisfaction AI Retail 52

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

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

Comm100

DECEMBER 2, 2021

In 2021, evolving customer experience trends shook up the financial services industry. Customers demanded digital services to meet their needs, and as organizations rose to the demand, these high customer expectations led to innovative new services. Technology investment boom. billion globally in banking.

Customer Experience 94

Customer Experience Omnichannel Machine Learning CRM 94

Bill Quiseng

MAY 10, 2023

ENRICH the experiences and, ultimately, the lives of every customer. And when you CARE, each customer is WOWED and happy, intent on returning again and again, raving to others on social media. CUSTOMERS COMPLAIN Take the perspective that customers complain because they want to help your business.

Customer Service 78

Customer Service Social Media Customer Loyalty B2C 78

SurveySensum

JULY 11, 2023

This delightful experience, my friend, is what we call customer experience (CX). Before we move ahead, let’s understand – What is customer experience? Customer Experience is the overall impression a brand creates in the minds and hearts of its customers. This makes you a loyal customer.

Customer Experience 83

Customer Experience Touchpoint Customer Retention Net Promoter Score 83

Win the Customer

JUNE 7, 2016

From automated purchasing and shipping to simple returns and mobile-friendliness, these are the modern conveniences your online customers expect from your business. Today’s customer expects a lot. Online shoppers expect even more. And their expectations should not be ignored. Your customers expect it.

Customer Expectations 90

Customer Expectations Social Media Engineering Sales 90

Comm100

MAY 7, 2024

The demand for fast, efficient, and personalized customer service is growing – and growing fast. 54% of global consumers have higher customer service expectations than they did just one year ago, according to a recent Microsoft study. How to Streamline Customer Service with 7 Actionable Strategies 1.

Customer Service 75

Customer Service Omnichannel Social Media AI 75

Lightico

MARCH 18, 2022

The customer experience has become essential to success in nearly every industry, and the insurance industry is no different. Your product offerings still matter, but in an environment where customers can compare companies and read reviews with a quick internet search, a superior customer experience sets you apart from the competition.

Customer Experience 59

Customer Experience Customer Acquisition Social Media Artificial Intelligence 59

Lumoa

NOVEMBER 30, 2022

Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. Now, technologies such as AI and machine learning are driving highly personalized customer experiences.

Retail 83

Retail AI Customer Experience E-commerce 83

Fonolo

MAY 23, 2023

Customer service is all about meeting and exceeding customer expectations. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? Customers want to feel seen. The solutions are all based on a customer’s specific preferences, behaviors, and needs.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

Aquire

AUGUST 11, 2021

With 66 percent of businesses saying they’ve seen an increase in requests coming in through digital channels, according to Salesforce, any company — regardless of vertical — stands to benefit from digital customer experience strategies that work. 14 digital customer experience strategies. Create phygital experiences.

Customer Experience 105

Customer Experience Omnichannel AI Social Media 105

Win the Customer

DECEMBER 12, 2023

Businesses strive to deliver seamless experiences across these platforms, yet the challenge of maintaining consistency and personalization persists. Enter generative AI—a game-changer in revolutionizing customer experience across omnichannel environments.

Omnichannel 69

Omnichannel AI Social Media Machine Learning 69

Shep Hyken

SEPTEMBER 2, 2022

This week, we feature an article by Sukhdev Singh, Digital Marketing Specialist at Maxicus , a company that provides tech-enabled customer service solutions. He writes about building a great customer experience is integral to the success of any organization. Here are some tips for building a winning customer experience strategy.

Customer Experience 65

Customer Experience Net Promoter Score Omnichannel Social Media 65

SurveySensum

JULY 19, 2023

According to a new Forbes Insights and Arm Treasure Data survey of more than 1000 customers worldwide, 74% of customers said they are likely to buy from brands based on experience alone. This statistic emphasizes the critical role that retail customer experience plays in customer loyalty, brand advocacy, and business growth.

Retail 40

Retail Customer Experience Social Media Customer Feedback 40

Ameyo Callversations

JULY 7, 2022

This is where the right technology can help you (as a business owner) know what really excites your buyer and what makes them despise what you sell. Before we dive into the technological aspect, let’s understand the basics of customer feedback and what makes it so crucial for every business.

Customer Feedback 52

Customer Feedback AI Technology Technology 52

CallCare

MAY 21, 2024

This article will discuss key strategies that businesses can adopt to maintain high levels of customer satisfaction and build loyalty. As we look at these strategies, we will also touch upon the increased customer expectations for immediate and effective support, setting the stage for how your business can meet these demands efficiently.

Artificial Intelligence 52

Artificial Intelligence Customer Satisfaction Social Media Customer Expectations 52

Sprinklr

SEPTEMBER 8, 2021

“Government doesn’t need to worry about customer experience. Where else are customers going to go to get what they need?”. I hear this fairly often when I tell people about my work in government customer experience. Start social media firestorms. I understand the perception.

Government 72

Government Social Media CX Artificial Intelligence 72

Uniphore

JUNE 17, 2021

3 Ways to Boost FCR and Reduce Customer Churn With AI & RPA. Few KPIs have a bigger influence on the customer experience than First Call Resolution (FCR). When customers call in with an issue, they expect it to be solved then and there. What Your Call Center Agents Rant About on Social Media.

AI 182

AI Social Media Customer Satisfaction Omnichannel 182

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

Fonolo

SEPTEMBER 24, 2020

The hard truth is that credit unions will continue to lag behind the big banks (and even new entrants to the marketplace) because their technology isn’t meeting customer expectations. And this is only exacerbated by the greater expectations of the younger generations. VPs & Directors of Customer Experience .

Social Media 109

Social Media Contact Center Technology Technology 109

Comm100

APRIL 22, 2024

Given the importance of customer service productivity, this blog explores actionable strategies to improve agent productivity, enabling your team to work smarter, faster, and more effectively. High workloads, outdated or inadequate technological tools, and lack of adequate training are among the primary obstacles.

Omnichannel 53

Omnichannel Social Media Customer Satisfaction AI 53