Tue.Mar 14, 2023

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My favourite customer experience metaphor ever: The Oxpecker and the Rhino

Steven Van Belleghem

In my last book, The Offer You Can’t Refuse, I described how companies ought to invest in three different axes – on top of offering a great product or service, obviously, which is a given – in order to be able to react in an appropriate manner to the new generation of customer expectations: Ultimate Convenience : this is the use of new technology in a smart way in order to make interfaces ever more automated, so that the customer needs to make no effort to do business with your

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Introducing Fin: Intercom’s breakthrough AI chatbot, built on GPT-4


The arrival of OpenAI’s ChatGPT transformed everything – the huge implications for customer service were immediately obvious. We quickly launched a collection of AI features for our Inbox, applying this technology to deliver efficiency gains. But the number one thing we were asked was “Can ChatGPT just answer my customer questions?

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5 Great Call Center Agent Retention Strategies


We’ve all heard about the human touch and how important it is in the CX and call center spaces. Your customers want thoughtful and empathetic service, and that’s not something you can get from technology alone. Skilled agents are key to delivering a great customer experience, and agent retention is vital to a healthy contact center. Why do call centers struggle with retaining their agents?

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5 Ways Finserv Firms Can Prepare for Consumer Duty

MyCustomer Experience

Embracing Consumer Duty to Deliver Positive Outcomes for the UK Financial Services Sector The new FCA Consumer Duty is intended to improve.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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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Conversation starter: A chat about our groundbreaking new AI chatbot


The world of AI is moving fast, and here at Intercom, we’re helping set that pace. Today, we’re delighted to introduce Fin , our new chatbot powered by OpenAI’s GPT-4 and Intercom’s proprietary machine learning technology. Just a few weeks ago, we announced our first GPT-powered features in Intercom – a range of useful tools for customer service reps – and our customers have been really enjoying the extra efficiency these features deliver.

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Predicting Customer Satisfaction: Using The Customer Distress Index


Using TeamSupport's proprietary Customer Distress Index (CDI TM ) to predict customer dissatisfaction before it escalates TeamSupport's customer service software, Support , is the only customer support ticketing system that helps support teams focus on their customer at a company level. Built specifically for business to business (B2B) organizations, our customer support software empowers companies to focus on their customer health holistically - rather than merely focusing on ticket management:

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How to Conduct an Effective Skills Gap Analysis


With a seismic shift in how we work, businesses worldwide have to confront a growing new problem — skills gaps. This breeds the need for skills gap analysis. Have you heard of the recent case where Boeing suffered significant financial losses due to production delays and quality issues with its new 787 Dreamliner aircraft? And the reason that contributed to these damages?

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[Experience Action Podcast] WHY Align CX with Business Goals? [wp-svg-icons icon="new-tab" wrap="i"]

Experience Investigators

The post [Experience Action Podcast] WHY Align CX with Business Goals? [wp-svg-icons icon="new-tab" wrap="i"] appeared first on Experience Investigators.

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4 ways to craft a stand-out omnichannel experience

CX Network

Discover advice from four CX experts on how to make digital customer experiences stand out against the competition

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Factoreal Unveils Agent App to Help Businesses Streamline Customer Engagement through their WhatsApp Business or Website

Customer Think

Leading Customer Engagement Platform Introduces New Communications Platform to Expedite Conversations With Live Agents

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Mapping Digital Transformation: Retail’s Strategic Shift

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

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Verisk Marketing Solutions Launches “Real-Time Decisions” Product Suite

Customer Think

Expanded Verisk data solutions power personalization and drive decisions, improving marketing ROI