Help Scout
JUNE 8, 2021
Artificial intelligence (AI) shows incredible promise in 2021, but the experience of interacting with an AI chatbot is more like talking to a distracted toddler than it is to Tony Stark’s Jarvis. Still, using AI chatbots for customer service makes plenty of sense. Perhaps you’ve read about recent AI breakthroughs, seen a compelling demo, or heard that your competition is installing an AI system.
Fonolo
JUNE 8, 2021
Look around your call center. Do your agents seem tired, frustrated, or fed up with work? Call centers have a reputation for being difficult places to work, especially for front-line agents. This results in high agent churn or disengaged employees. A poor work culture inevitably has a direct impact on your customer experience ? in other words, if your agents aren’t happy, your customers won’t be either.
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Totango
JUNE 8, 2021
During the live presentation of the Technology & Services Industry Association (TSIA) Interact webinar “Mastering Scale with Digital Customer Journeys”, Totango CCO and COO Jamie Bertasi, Trustpilot Senior Global Director of Customer Marketing Taylor Cunningham, and Monster Senior Director of Customer Success and Client Adoption Karla Russel answered several questions from attendees.
The DiJulius Group
JUNE 8, 2021
If you are a business that serves other businesses (B2B), someone’s vendor, for example, then you are always in danger of being replaced. As you know, every company, including yours, constantly examines its budget and reviews expenses for the year. CEOs are always demanding that their leaders find ways to trim their costs and improve. Read Full Article.
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DMG Consulting
JUNE 8, 2021
Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. It gives companies access into what customers are “talking” (or writing) about and, specifically, insights into their needs and wants. These increasingly sophisticated analytics solutions have evolved from basic keyword search applications that helped companies understand call reasons to advanced business intelligence (BI) offerings that provide insights and an appreciation of cu
Experience Investigators
JUNE 8, 2021
Human behavior is notoriously difficult to predict. Sophisticated modeling and massive data analysis can help, but these are typically based on past behavior. Past behavior might be helpful for predicting future successes, but what if the context or the entire environment changes from the past to the future? In one study by Concentric , 99% of leaders reported doing some kind of forecasting.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
DMG Consulting
JUNE 8, 2021
DMG Consulting Releases 2021 – 2022 Interaction Analytics Product and Market Report. Benefits, insights and agility for companies transitioning to the “new world of work”. Who : DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What : Releases 2021 – 2022 Interaction Analytics Product and Market Report .
Comm100
JUNE 8, 2021
As a small business, it can seem difficult or even impossible to reach the same level of customer service & support as bigger brands. Organizations with greater resources are recognizing the impact of customer service on the bottom line, and so are investing heavily into it. 24/7 support is becoming commonplace among these well-resourced teams. Automation is too, passing off routine and repetitive tasks to technology like chatbots so agents have more time to spend on complex or high-value ta
Zendesk
JUNE 8, 2021
Security is one of the top concerns for businesses moving to a cloud-based solution. To ensure customer and business data is always protected, Zendesk combines enterprise-class security features with comprehensive audits of our applications, systems, and networks. We use best practices and industry standards to achieve compliance with industry-accepted general security and privacy frameworks, which in turn helps our customers meet their own compliance standards.
Comm100
JUNE 8, 2021
As a small business, it can seem difficult or even impossible to reach the same level of customer service & support as bigger brands. Organizations with greater resources are recognizing the impact of customer service on the bottom line, and so are investing heavily into it. 24/7 support is becoming commonplace among these well-resourced teams. Automation is too, passing off routine and repetitive tasks to technology like chatbots so agents have more time to spend on complex or high-value ta
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.
ClientSuccess
JUNE 8, 2021
When you stop to think about what ‘customer value’ really means, what things come to mind? It’s probably along the lines of customer sentiment, issues, and feedback. While these are all excellent baseline measurements, every customer is different. For that reason, all of these value-based metrics will hold a different meaning from customer to customer.
Comm100
JUNE 8, 2021
24/7 support is becoming commonplace among well-resourced teams. Automation is too, passing off routine and repetitive tasks to technology like chatbots so agents have more time to spend on complex or high-value tasks, improving customer experience. . As this quality of support becomes commonplace, consumers expect it from every brand they interact with – no matter their size – and this has far-reaching consequences.
Waypoint Group
JUNE 8, 2021
Want to learn how Github, with over 50Million customers, “thinks different” about Journey Mapping to optimize the Customer Experience? Watch this ~90 second clip from the end of the interview with Barnali Chatterjee (Bonnie), VP of Customer Experience for Github. Github leverages trustworthy customer feedback to prioritize the right initiatives, and Journey Maps are action plans to drive real CX-improvement across the company.
Intercom
JUNE 8, 2021
Not too long ago, customer support was viewed as a cost center, not a value driver. It was seen as a necessary part of a business, but not something that drove revenue or influenced customers’ buying decisions. That time is over. Study after study shows how important a great customer experience is to today’s consumers. According to one Microsoft Global State of Customer Service report , 90% of consumers surveyed said that customer service is an important factor in their choice of, and loyalty to
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.
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