UJET

DECEMBER 17, 2020

Companies at the forefront of customer experience solve some of the most frustrating human-software interactions and stay ahead of today’s customer expectations by applying advanced NLP machine learning. The result for customers is more natural and satisfying experiences and loyalty and revenue for companies.

E-commerce 72

E-commerce Machine Learning Contact Center Sentiment Analysis 72

UJET

DECEMBER 17, 2020

Companies at the forefront of customer experience solve some of the most frustrating human-software interactions and stay ahead of today’s customer expectations by applying advanced NLP machine learning. The result for customers is more natural and satisfying experiences and loyalty and revenue for companies.

E-commerce 72

E-commerce Machine Learning Contact Center Sentiment Analysis 72

Execs In The Know

JUNE 7, 2023

Outsourcing customer experience (CX) functions has become increasingly popular as organizations strive to streamline operations and enhance customer satisfaction. In an era where customers hold the power, their experience with a brand can make or break its success.

CX 85

CX Compliance Artificial Intelligence AI 85

Beyond Philosophy

SEPTEMBER 6, 2017

Not only that, you need to have a baseline for CX established for every department, not just those that have direct interaction with customers. Yes, finance, legal, accounts receivable, we are talking about you. Not only that, what customers expect changes, too. Otherwise, how will you know how far you have come.

Legal 121

Legal Finance CX NPS 121

SurveySensum

APRIL 1, 2024

This can manifest through clear product descriptions, accreditations, and, crucially, managing customer expectations accurately. Quality should be at the forefront of a startup’s mission, as it is a critical component in fostering customer trust and loyalty. Compliance : Adhere to legal and industry regulations.

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52

Bill Quiseng

FEBRUARY 15, 2016

It’s amazing how much of the first day of new hire orientation is spent on defining the rules and restrictions, usually required by the legal department, that, if not followed, will result in termination. While that information is important, consider the overall message you are giving new employees at the end of their first day.

Customer Service 104

Customer Service Legal Customer Satisfaction Customer Feedback 104

Confirmit

JULY 6, 2017

The stakes in delivering a high quality experience at the moment of customer engagement are especially high since insurers usually only engage policyholders at the time of sale, renewal, or when a claim is filed. At the same time, insurers have been doubling their compliance efforts in an age of increased regulatory demands.

Contact Center 40

Contact Center Legal Compliance Voice of the Customer 40

Confirmit

JUNE 12, 2017

The stakes in delivering a high quality experience at the moment of customer engagement are especially high since insurers usually only engage policyholders at the time of sale, renewal, or when a claim is filed. At the same time, insurers have been doubling their compliance efforts in an age of increased regulatory demands.

Contact Center 40

Contact Center Legal Compliance Voice of the Customer 40

Confirmit

JUNE 12, 2017

The stakes in delivering a high quality experience at the moment of customer engagement are especially high since insurers usually only engage policyholders at the time of sale, renewal, or when a claim is filed. At the same time, insurers have been doubling their compliance efforts in an age of increased regulatory demands.

Contact Center 40

Contact Center Legal Compliance Voice of the Customer 40

Zendesk

APRIL 12, 2023

While it’s exciting to dream of where we’re headed, we must stay rooted in the knowledge that LLMs today still have some limitations that may actually detract from a customer’s experience. Generative AI will also help companies reimagine how customers engage with help center content.

AI 98

AI Engineering Start-ups Legal 98

CSAT.AI

DECEMBER 1, 2021

Skimpflation = Angry Customers – Paying the Same or More but Getting Less. This Harvard Gazette article talks about customers berating wait staff (I first read it as “beating wait staff” which would be a whole other legal state of affairs) over long wait times. Customers recall the good old days (remember 2019?)

Legal 70

Legal Retail AI Customer Satisfaction 70

Zendesk

AUGUST 17, 2021

It showed customers they were special, and the change in attitude brought shoppers into their stores. The customer is always right” stood in sharp contrast to the prevailing idea of the day, when caveat emptor was a common legal term. The truth is, this customer service philosophy was never meant to be taken literally.

Retail 98

Retail Legal Customer Service Customer Expectations 98

ClearAction

JANUARY 4, 2020

Most employees do not hear much about customers’ realities and expectations. What if standards for every role could be defined by customer expectations rather than industry norms? Amazon starts every meeting with a customer story. In SunTrust meetings they check assumptions: did customers tell us they want this?

Customer Experience 48

Customer Experience Net Promoter Score Engineering Legal 48

ECXO

APRIL 13, 2023

Cultural norms – cultural norms and values may influence customer expectations and behaviour, such as the importance of punctuality in Switzerland or the emphasis on hospitality in Italy. What do customers expect? And expectations are set by the best experience on offer in B2B and B2C. CX is everywhere.

Customer Experience 52

Customer Experience CX B2B B2C 52

Zendesk

NOVEMBER 28, 2023

This information is invaluable in uncovering common pain points , preferences, and customer expectations. Doing so shows that you value customer opinion and can unearth improvement opportunities that your team may not be aware of. Promote team collaboration Effective SaaS customer service is a collaborative effort.

Omnichannel 52

Omnichannel E-commerce AI Customer Satisfaction 52

ClearAction

OCTOBER 16, 2019

CEO-CMO alignment right-sizes expectations for Marketing’s role in customer experience management and revenue growth. Marketing is a critical player, but pragmatically, other disciplines must lead certain essential aspects of customer experience and growth. 3rd Key to Retention-Rich Marketing: Nimbleness.

Customer Experience 59

Customer Experience Net Promoter Score Predictive Analytics Customer Acquisition 59

Taylor Reach Group

MARCH 26, 2019

What about situations where the agent provides information or a solution even though they know it is unlikely to resolve the customers issue? expectations. When pressed, companies offer various reasons (from customer privacy to legal issues) for this and indicate that these barriers are simply a fact of doing business.

Contact Center 112

Contact Center Customer Satisfaction Legal Start-ups 112

Steven Van Belleghem

SEPTEMBER 6, 2020

A bank will look at the extent to which its apps and online tools are suitable to meet the financial needs of its customers. A retailer will look to see if its range and the way it is offered still match customer expectations. Private banking customers know what it is to have a financial partner in life.

Manufacturing 98

Manufacturing E-commerce Retail Technology 98

ClearAction

NOVEMBER 16, 2017

Competitors are important to your ecosystem because of the expectations they engender with customers and the forces on customers’ decision-making; however, customer expectations are influenced far beyond your industry players. One mis-step by any function — legal, facilities, safety, marketing, IT, etc. —

Customer Experience 76

Customer Experience CX Customer Experience Management Legal 76

Help Scout

DECEMBER 29, 2018

What type of support do your customers expect? Your particular customer base will come to you with their own requirements. Do they expect an answer within an hour, or a day? Look for clues as to what your customers expect from you and how satisfied they are currently. Do they prefer email? To our team?

Legal 40

Legal Customer Service Start-ups Sales 40

Waypoint Group

JUNE 13, 2018

Who is “the customer?” Perhaps you’re working on behalf of power users, architects, IT managers, procurement and legal folks, etc. Are those contacts * exclusively * your customer? Best to ask the customer what elements of CX and CS are working well and which aren’t working well.

CX 40

CX NPS Legal Customer Feedback 40

ProProfs

JANUARY 30, 2023

Compliance: Training needs that must be met to satisfy regulatory or legal requirements will be a high priority, irrespective of other considerations. Return on Investment: Training programs that’ll take a long time to bear fruits can be assigned a low priority.

Compliance 52

Compliance Start-ups Customer Relationship Management Retail 52

ClearAction

AUGUST 9, 2019

When I ask those questions to my friends who aren’t in Marketing or Customer Experience roles it’s very interesting to see how quickly they answer: 1. legal or engineering or accounts payable or marketing or other, 3. The first answer, respect , means customers care about more than transactional deals. respect, 2.

Customer Experience 74

Customer Experience Legal Engineering Manufacturing 74

Execs In The Know

OCTOBER 15, 2023

These highlight the critical importance of operationalizing AI with CX at scale for businesses to stay competitive and thrive in the evolving landscape of technology and customer expectations. Going from a cost center to an actual profit center is no longer a goal, it’s an expectation.

AI 52

AI Artificial Intelligence CX Compliance 52

Customer Experience Matrix

AUGUST 4, 2022

And it’s people’s concerns about identity theft and fraud, that leads companies to impose ever-tighter tighter controls on how they collect, use and share customer data, even when it is legally permitted. Congress may or may not pass new privacy and anti-trust laws, but anti-trust legal action is ramping up either way.

Artificial Intelligence 97

Artificial Intelligence Government Legal Technology 97

Totango

APRIL 24, 2020

The more you understand about your customer the better able you are to help them achieve results they value. Customer expectations change over time. As we mentioned earlier, the on-demand nature of the SaaS industry means customers expect their partners to deliver a personalized service dedicated to achieving their unique goals.

Customer Retention 83

Customer Retention Legal Sales B2B 83

ClearAction

NOVEMBER 16, 2023

We updated customers as promised. B) VoC Transformers At the same time, we worked with numerous operational and strategic planning process owners across the company (HR, Finance, IT, Legal, Planning, Marketing, Facilities, etc.) It respects the fact that business success depends on meeting or exceeding customer expectations.

VOC 62

VOC B2B Close the Loop Non-Profits 62

Hodusoft

APRIL 11, 2024

Ensuring HIPAA Compliance in Contact Center Software: A Comprehensive Guide In today’s digitally-driven world, customer support is increasingly dependent on digital technologies. According to a report , about 59% of customers expect companies to deliver advanced digital experiences to keep their business.

Contact Center 52

Contact Center Compliance Healthcare Education 52

Zendesk

DECEMBER 6, 2021

No matter how badly you want to close a deal, keep in mind that ethical selling not only preserves your personal integrity, but also protects your business from legal troubles or negative attention. Customers expect you to know the other players in your field. Selling tactics that work (and some that don’t).

Sales 98

Sales CRM Legal Retail 98

ClearAction

APRIL 29, 2020

This executive reports to the CEO and influences the senior management team and business unit champions in providing seamless interactions and mutual value to customers. As strategic customers’ expectations evolve, this executive will drive ongoing alignment to maximize customer lifetime value growth.

Customer Experience 71

Customer Experience CX Legal Customer Experience Management 71

Intercom

AUGUST 2, 2023

“If we can figure out how to close the gap between what customers expected and what they get, we could save a tremendous amount of time and instill a lot more positivity in the world” A couple of years into that, they asked me to lead a company-wide task force to figure out our customer satisfaction methodology.

Innovation 52

Innovation CX Non-Profits AI 52

Hodusoft

AUGUST 16, 2023

Changing customer expectations and evolving technology In the last few years, customers’ behaviors and expectations have changed dramatically. Regulatory compliance Complying with various legal requirements concerning internet access, data privacy, and net neutrality is one thing.

Technology 52

Technology Technology Customer Retention Entertainment 52

Intercom

JUNE 22, 2023

. “We have to figure out very cautiously how to clearly disclaim that our customers are interacting with the bot, where that information is going, and make them responsible for opt-in” Liam: John, what’s your feeling on this? Harnessing the potential of AI Liam: Great. We’re on trend four of five.

AI 59

AI Start-ups Technology Technology 59

Qualtrics

DECEMBER 1, 2021

This often includes monitoring and evaluating customer service calls, chats, and other interactions between your employees and your customers. Quality assurance assessment ensures the day-to-day compliance of your team with legal and company regulations. See how Qualtrics and Clarabridge can improve your QA process.

Legal 26

Legal Customer Service Manufacturing Technology 26

Qualtrics

DECEMBER 1, 2021

This often includes monitoring and evaluating customer service calls, chats, and other interactions between your employees and your customers. Quality assurance assessment ensures the day-to-day compliance of your team with legal and company regulations. See how Qualtrics and Clarabridge can improve your QA process.

Legal 26

Legal Customer Service Manufacturing Technology 26

Callminer

MARCH 6, 2020

a legal threat) when they have zero knowledge of the product and are unable to seek assistance from their peers. Candidates should reply to this question with a “yes” and detail as to why because, although a customer’s opinion may differ to an employee’s on a product or service, the customer is at the heart of their job.

Customer Service 207

Customer Service Start-ups Education Gaming 207

Comm100

NOVEMBER 13, 2022

This provides agents with a wealth of information that empowers them to provide more helpful and accurate support to every customer. This sharing of information is made more important with the understanding that 65% of customers expect all representatives in an organization to have the same information about them.

Omnichannel 88

Omnichannel Customer Service Social Media Healthcare 88