Inside Customer Service

NOVEMBER 9, 2023

A customer calls your company for service. After the call, they get an email asking them to complete a survey. The survey is intended to evaluate overall customer service and the individual rep's performance. A host of problems hurt that mission. Response rates are too low Survey scores are notoriously inflated Reps get blamed for factors outside of their control A new metric called the sentiment arc can solve those problems and eliminate annoying surveys.

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Customer Survey Sentiment Analysis Customer Satisfaction Customer Service 214

Adrian Swinscoe

NOVEMBER 9, 2023

Today’s interview is with Juliette Powell and Art Kleiner. Juliette is an author, entrepreneur, technologist, and strategist, who works at the intersection of culture, data science, […] The post How to safely realise the enormous potential of Al – Interview with Juliette Powell and Art Kleiner first appeared on Adrian Swinscoe.

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Customer Think

NOVEMBER 9, 2023

Customer journey maps are a key component of customer experience strategy and planning. But what are they? What information do they provide? And, how should they be used? Depending on who you ask, a customer journey map is a process or a visual tool.

Customer Journey Map 121

Customer Journey Map Customer Experience 121

Adrian Swinscoe

NOVEMBER 9, 2023

Today’s interview is with Juliette Powell and Art Kleiner. Juliette is an author, entrepreneur, technologist, and strategist, who works at the intersection of culture, data science, […] The post How to safely realise the enormous potential of Al – Interview with Juliette Powell and Art Kleiner first appeared on Adrian Swinscoe.

Artificial Intelligence 100

Artificial Intelligence Government AI Innovation 100

Speaker: Jason Cottrell

Brands used to look for a vendor who could do everything. Over time, one vendor was no longer enough to meet a brand’s needs, and they added, added and added. Now they need all their vendors to work well together. That’s composable, and only some will make the cut. As customers — and your board — expect you to be in new channels and to rapidly adapt to shifts in the market, the need for true composability is more crucial than ever before.

Technology

Logicalware

NOVEMBER 9, 2023

Elevate ’23 was Puzzel’s main event of the year, bringing together a phenomenal line-up of industry leaders, customers and Puzzel executives to discuss a topic that is near and dear to us – the bold future of Customer Experiences (CX) in the age of AI. Here, we will take you through Part 1 of the conference. What better way to kick off the conference than with our CEO, Frederic Laziou, sharing details of Puzzel’s latest survey of contact centre professionals?

AI 69

AI CX Customer Experience Retail 69

Customer Think

NOVEMBER 9, 2023

Most salespeople can improve sales effectiveness by changing their beliefs and moving out of their comfort zone. My wife took me to a Vegan restaurant for lunch and I ordered a sandwich that consisted of coconut, lettuce and tomato on multi-grain bread. I not only didn’t hate it, I liked it.

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Sales 64

Customer Think

NOVEMBER 9, 2023

You could be looking to brush up on your knowledge of or gain a deeper understanding of several terms and phrases that are used frequently in business contexts these days. CRM is usually one of them for most of us. CRM or “Customer Relationship Management,” is an essential component of any successful business.

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CRM Innovation Customer Relationship Management Customer Relationship 59

CommBox

NOVEMBER 9, 2023

A module for flexible interfacing with other systems / APIs, allowing external services to verify customer actions (i.e. approve the payment through a third-party credit card service). It allows representatives to identify customers and verify external actions in parallel to the actual conversations with the customers.

Customer Service 52

Customer Service 52

Customer Think

NOVEMBER 9, 2023

This blog was originally published in the November edition of Top Sales Magazine. You can find a link to their website at the bottom of this article.

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Sales 64

CommBox

NOVEMBER 9, 2023

The Customer Satisfaction app makes it easy to send simple engaging satisfaction surveys to customers across all communication channels (e.g. a survey question after a conversation, such as: “How well did our customer service representative answer your question or solve your problem?”). The survey will be sent in a manner appropriate to the specific communication channel.

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Customer Satisfaction Customer Service 52

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Customer Loyalty

Customer Think

NOVEMBER 9, 2023

So far, I have dealt with how to safely and securely implement and leverage AI — in particular generative AI — technology. So, there shouldn’t be many questions open regarding how to get a trustworthy, efficient, and effective AI implemented in any organization.

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AI Technology Technology CX 80

CommBox

NOVEMBER 9, 2023

Choose your CommBox theme, you can choose from our theme list and set the right colors according to your brand’s voice. You can also create a new theme that will fit your brand overall look and feel for complete user experience within the CommBox platform.

Customer Service 52

Customer Service 52

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. Generative AI refers to an AI model that returns or generates outputs based on prompts—these outputs can include text, images, videos, code, or audio.

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AI Customer Service Customer Satisfaction Retail 52

CommBox

NOVEMBER 9, 2023

Beyond what is accessible via standard APIs, this module allows your system administrators to perform full-scale customization of the system at the client level. You can add JavaScript functions, customize CSS, redesign menus, add options, run your own JS code, and use other advanced features.

Customer Service 52

Customer Service 52

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SurveySensum

NOVEMBER 9, 2023

Quality customer experience doesn’t happen by chance. It demands product/service quality, optimized customer journey, and most importantly, excellent customer service. In any organization, the leading factor for the quality of the customer experience is the employee. These are the people who create the product, organize the process, and deliver the experience to the users.

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CX Customer Experience AI Artificial Intelligence 52

CommBox

NOVEMBER 9, 2023

The Working Hours module allows you to set a particular channel to run at certain days and hours – for example, a chat service which is available in different times for different countries or languages. This module allows you to automatically prepare for holidays and special occasions of different nationalities and religions rather than updating the system consistently.

Customer Service 52

Customer Service 52

Intercom

NOVEMBER 9, 2023

Every business is in the service business. You might think you sell coffee, insurance, or even software. 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. Some of them probably will. What you’re really selling is service. And when you nail that service?

Artificial Intelligence 52

Artificial Intelligence Customer Service AI Customer Loyalty 52

CommBox

NOVEMBER 9, 2023

Theme Channels are a generic type of channel that can mix conversations from all other channel types. With this module, you can use these channels to have conversations grouped by theme or subject and not by the module (e.g. Facebook, SMS). Also, this is a good way to have skills or permissions according to the subject or the area, instead of by the channel sources.

Sales 52

Sales Customer Service 52

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

ECXO

NOVEMBER 9, 2023

The European Customer Experience Organization (ECXO) is Proud to Present Karen Jaw-Madson – Innovator in ‘Culture Your Corporate Culture’ speaking about Connecting Culture, CX and EX for Impact When? November 16 at 5:00 PM (CET) – 4:00 PM (GMT) – 9:00 AM (PDT) #cx #employeeexperience #designthinking #customerexperience #CXM Subscribe here on Linkedin: [link] Please help us welcome Karen, a luminary in leadership, organizational transformation, and Customer Experie

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CX CXM Government Contact Center 52

CommBox

NOVEMBER 9, 2023

The Web Syndication app lets you connect RSS / ATOM syndication feeds as channels. It also offers Google Alerts integration to help you track and monitor your brand mentions across the web.

Customer Service 52

Customer Service 52

Customer Think

NOVEMBER 9, 2023

Introduction Marketing has come a long way ever since its inception. And to this development, consumer behavior has not been an exception. It has evolved tremendously. However, this evolution has not been independent of business growth.

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E-commerce Business Growth Technology Technology 49

CommBox

NOVEMBER 9, 2023

This module tracks all customer activities on your website and the various apps installed on it (e.g. chat) using a specific embed code. It provides your representatives with a straightforward trail of all activities the specific customer has done so far. By defining rules, this module also allows sending alerts to representatives accordingly and offers advanced automation.

Customer Service 52

Customer Service 52

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Voice of the Customer

Customer Think

NOVEMBER 9, 2023

New Partnership Paves the Way for Early Diagnosis and Intervention to Improve Cardiovascular Outcomes & Quality of Life for Patients

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AI 59

CommBox

NOVEMBER 9, 2023

The forms module allows customers to sign forms during a conversation with your representative. It is a co-browsing tool that enables representatives to monitor and guide the customers through complex forms. Just upload a PDF file and define fields that need to be filled in (both required and optional fields). You can send direct links to the forms while communicating with your customers.

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Customer Service 52

MyCustomer Experience

NOVEMBER 9, 2023

We British look at the world as if the glass is half empty. By contrast, Americans look at the world as if the glass is half full. So, when.

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CommBox

NOVEMBER 9, 2023

This module allows automatic user authentication via Active Directory (LDAP), so representatives do not need to type another password while logging in to the system. It also supports “silent login” through Windows Authentication.

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Customer Service 52

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

Retail

Customer Think

NOVEMBER 9, 2023

The News A lot is going on in the SAPverse during October and the early days of November 2023.

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Gaming CX AI Technology 64

CommBox

NOVEMBER 9, 2023

The CommBox REST API allows you to integrate and perform queries to CommBox systems. The API is based on REST principles. It supports GET, POST, and DELETE requests. Use a GET request to retrieve information from a resource and a POST to update an entity. DELETE removes an entity. After receiving your request, the API sends back an HTTP code as a response in JSON.

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Customer Service 40

1 to 1

NOVEMBER 9, 2023

Customer experience leaders look for employees with emotional intelligence and empathy , traits that work great for helping customers and resolving issues. And in today’s AI-obsessed environment, empathetic human connection is a welcome differentiator for many people who don’t want to navigate an IVR or converse with a chatbot. But be warned — the more that AI and automation is used within the customer experience, the more likely your human customer-facing employees will feel stressed and

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CX Healthcare AI Customer Experience 26

CommBox

NOVEMBER 9, 2023

Connect External Contacts to your exchange server global contact list

Customer Service 52

Customer Service 52

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

CX