Help Scout

JANUARY 21, 2022

Learn why help desk software is essential for your ecommerce business, and consider these eight options to help you deliver standout support.

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Uniphore

JANUARY 21, 2022

Convoluted journeys. Compromised trust. And the looming threat of overpayments. These are just a few of the patient service challenges healthcare leaders are grappling with today. With more patient and member interactions happening remotely, the pressure to deliver a seamless digital experience is all too real. How can healthcare CX providers ensure that members consistently receive positive, high-quality service while meeting strict compliance and privacy requirements?

Healthcare 246

Healthcare Artificial Intelligence CX Compliance 246

Myra Golden Media

JANUARY 21, 2022

Did you miss my latest Live Q & A? You’re in luck. Here’s a replay of our conversation. 3:29 How do you deal with an angry customer because we won’t give in to their demands? 5:31 Do you have a list of negative priming words and positive priming alternatives? 6:41 What are some warning signs that a call will be escalated? 11:38 How do I make soft sales when my customers are angry over a billing issue?

Sales 151

Sales Customer Experience 151

Uniphore

JANUARY 21, 2022

Conversational AI and automation are rapidly modernizing today’s healthcare consumer experience. Using real-time data—including emotion, sentiment and intent analysis—AI-powered systems are substantially shortening and simplifying complex patient and member journeys. Healthcare service providers that have implemented these solutions are seeing significant returns on their investments with major improvements across all key metrics, including Medicare CMS and net promoter scores (NPS).

Healthcare 147

Healthcare Net Promoter Score CX Artificial Intelligence 147

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

JANUARY 21, 2022

As the new year has kicked off, many revenue organizations will look to improve their customer engagement strategies, whether it is for retention or improved customer experience purposes. According to Forrester, 56% of marketing leaders say that improving customer experience is a top priority for supporting their company’s business strategy during the next two years. […].

B2B 130

B2B Customer Experience 130

Uniphore

JANUARY 21, 2022

Few industries are as closely regulated as healthcare. Service providers must comply with a constantly evolving list of privacy, financial and medical disclosure guidelines. Failure to comply, even in part, can result in serious monetary consequences. According to the National Center for Biotechnology Information (NCBI), between $100 and $300 billion of avoidable health care costs have been attributed to nonadherence in the U.S. annually, representing 3 to 10 percent of total U.S. healthcare cos

Compliance 147

Compliance Healthcare AI Artificial Intelligence 147

Customer Think

JANUARY 21, 2022

Businesses are swimming in CX metrics. But most organisations are still data rich and insight poor when it comes to measuring the business impact and return on their efforts. By their own admission, about one-in-six companies are unable to link custome.

CX 75

CX Customer Experience 75

MyCustomer Experience

JANUARY 21, 2022

AHow do you build a long-term relationship with customers? Tina works for an engineering company in Australia and recently joined the New. 21st Jan 2022. By Colin Shaw Founder & CEO.

Customer Relationship 52

Customer Relationship Engineering 52

Customer Think

JANUARY 21, 2022

We struggle with customer/prospect engagement. We send endless emails trying to engage them. Our autodialers help us make 1000’s of calls, in the hopes that one person will pick up. We flood social channels with prospecting messages. We send endless texts. We know we have to reach customers through multiple channels. [.]. The post “Did We Do The Right Thing?

Social Media 69

Social Media 69

MyCustomer Experience

JANUARY 21, 2022

TThe late Steve Jobs said at a 1997 Apple World Worldwide Developers Conference, "You've got to start with the Customer Experience first and. 21st Jan 2022. By Colin Shaw Founder & CEO.

Customer Experience 52

Customer Experience 52

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Customer Think

JANUARY 21, 2022

If we look at some of the developments that have been taking place over the last year, I am sure everyone would agree that 2021 was a challenging year for everyone. However, it did not lack opportunity for the consumer goods industry. Here, I discuss some industry developments. 1. Supply chain delays driving streamlined operation […].

Innovation 69

Innovation 69

Help Scout

JANUARY 21, 2022

Get answers to your most challenging career or leadership questions in Help Scout's customer service advice column by Mat Patterson.

Customer Service 63

Customer Service 63

Customer Think

JANUARY 21, 2022

To Accelerate Growth in Uncertain Times, Leaders Need Insights on How Buyers’ Goals are Changing We have entered a pronounced Era of Uncertainty. The past year has bedeviled both suppliers and buyers in the world of commerce. What wa.

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MyCustomer Experience

JANUARY 21, 2022

MCustomer relationships have to be win-win. If they aren't, it's time to end it. However, it shouldn't be a quick decision, nor should it. 21st Jan 2022. By Colin Shaw Founder & CEO.

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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

Customer Think

JANUARY 21, 2022

Video-based interactions and instant messaging paved the way for better human communication. Modern interaction methods allow users to exchange information in seconds from anywhere in the world. Video chat has taken the paradigm shift to a different level. As more people turned to use video calling apps, people who focused on designing video calling apps […].

Technology 64

Technology Technology 64

1 to 1

JANUARY 21, 2022

From a massive ecommerce shift to curbside pickup and store floors converted into fulfillment centers, the retail experience has rapidly changed. In response to these changes, consumer expectations are higher than ever—not just for merchandise but for convenience, personalized customer service, and an excellent customer experience. At NRF 2022: Retail’s Big Show , retailers and industry experts outlined the future of retail experiences and the challenges they face in meeting consumers’ raised ex

Retail 32

Retail Customer Expectations Artificial Intelligence AI 32

Customer Think

JANUARY 21, 2022

January 19, 2022. Add to rss feed. Many companies I enco.

Customer Loyalty 78

Customer Loyalty Customer Experience 78

Aquire

JANUARY 21, 2022

Live chat has been a popular customer service tool for some time now. And that shows no sign of stopping. In fact, the live chat market is expected to grow 7.28 percent per year from 2020 to 2027, to reach $1.28 billion, according to Verified Market Research. That’s because chat is an easy way to offer fast customer service with a personal touch. And with all this growth, there’s still plenty of room for companies to try new solutions or make improvements to how they offer live chat support serv

Omnichannel 52

Omnichannel Customer Satisfaction Sales Sports 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

Zendesk

JANUARY 21, 2022

If your sales pitch is expertly defined but you’re struggling to close the deal, you might need a sales deck makeover. A strong pitch with confusing or irrelevant support materials only leads to client confusion and plunging sales. Let’s fix that. In this piece, we’ll cover what is meant by a sales deck , its purpose, and how to make yours stand out.

Sales 52

Sales CRM B2B Gaming 52