Uniphore

AUGUST 12, 2021

Alexa, Siri, Google Assistant—virtual assistants have transformed how we interact with technology and what we expect from it. Today’s most popular assistants offer a multimodal experience — the ability to interact on multiple channels — and are a major leap from the voice-only assistants that dominated the market just a few years ago. Unsurprisingly, sales of these multimodal assistants grew 30% in 2020, while voice-only assistants saw a 3% decline.

Contact Center 246

Contact Center AI Sales Technology 246

The Belding Group

AUGUST 11, 2021

How to Create Customer Loyalty “How do you create customer loyalty?” It’s a question I’m frequently asked. It’s a great question, the answer to which is most often ignored when organizations are developing their business strategy. Don’t get me wrong. It’s not because business are stupid. It’s because the principles of building long-lasting customer […].

Customer Loyalty 246

Customer Loyalty 246

Futurelab

AUGUST 10, 2021

The history of the Customer Success profession dates back to 1996, when a CRM vendor, Vantive, realized that their system had a high failure rate, an issue that certainly didn’t help their quest to have 100% of their customers willing to serve as references. Marie Alexander created and led a department she called Customer Success. Tags: customer experience customer success digital Annette Franz (Gleneicki) Facebook Like.

CRM 246

CRM Customer Experience 246

Callminer

AUGUST 11, 2021

The latest in our Responsible AI blog series, the CallMiner Research Lab explores two of the main categories of harms that AI outputs can cause: Harms of Allocation and Harms of Representation.

AI 182

AI 182

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.

Inside Customer Service

AUGUST 12, 2021

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. "We have totally lost control." A Customer Service Tip of the Week subscriber sent me that message. He explained that his new manager lacked leadership skills and played favorites.

Customer Service 181

Customer Service Contact Center 181

The Belding Group

AUGUST 12, 2021

In today's ultra-transparent world, there is no way in Hell you can expect loyalty from your customers, if you aren't genuinely loyal to them. And just like the loyalty you have for your friends, it means you have to have their backs, and make sure that you're always there for them. Shaun Belding | www.shaunbelding.com.

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Callminer

AUGUST 10, 2021

Business intelligence (BI) bridges the gap between business goals and the information needed to reach them. This blog shares how the right BI tools can drive business growth and transformation.

Business Growth 182

Business Growth 182

Fonolo

AUGUST 10, 2021

No matter how great your product or service is, the success of your contact center largely depends on the customer service you provide. Ultimately, if customers don’t have a good experience, they’re likely not going to call back. According to research from Khoros, 86% of clients say they’re more likely to turn into lifetime brand advocates if they receive exceptional customer care.

Contact Center 167

Contact Center Customer Service Social Media Start-ups 167

Adrian Swinscoe

AUGUST 11, 2021

This is a guest post from Ashwini Dave who is working with Acquire as a digital marketing expert. “If I had one hour to save the […]. The post 5 Tips to efficient customer service workflow management first appeared on Adrian Swinscoe.

Customer Service 130

Customer Service 130

Futurelab

AUGUST 10, 2021

Consensus versus alignment: is there a difference? Does it matter? Where does it apply in your customer experience work? Back in 2015, I asked a similar question about buy-in and commitment – and, importantly, why knowing the difference matters. Ultimately, you’re seeking commitment, not just buy-in. And yet, there’s a greater opportunity to get not just commitment, but alignment and commitment.

CX 130

CX Customer Experience 130

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Customer Think

AUGUST 13, 2021

AI is becoming common in many services and products. A large amount of data is trained and analyzed for the machine to understand. The machine identifies patterns and co-relations to make predictions about upcoming situations. AI development firms work with businesses to develop machine learning-based AI software development intended specifically for their needs.

Artificial Intelligence 145

Artificial Intelligence Machine Learning AI Technology 145

Fonolo

AUGUST 12, 2021

High call center agent productivity is every call center manager’s dream. Not only does it lead to higher profits and lowered costs, it also results in better employee engagement and improved customer experiences. So many factors damper agent productivity, like high call volumes and staff turnover, both of which are only too common in the call center industry.

Construction 148

Construction Contact Center Customer Loyalty Customer Satisfaction 148

Shep Hyken

AUGUST 11, 2021

“We love our customers, and they obviously love us. They keep coming back, again and again!” . Who doesn’t want to be able to say that? And, if that is the case with your organization, let me ask you this question: Do you know why they are coming back? . Not to be a “downer,” but we shouldn’t confuse a repeat customer with a loyal customer. They are not the same. .

Customer Loyalty 145

Customer Loyalty Retail Customer Service 145

The DiJulius Group

AUGUST 9, 2021

I have never been a collector of objects. I’m not too nostalgic about things, at least not anything physical. However, I realize that I have collected something very special and priceless my entire life. People compliment me on my collection all the time. I constantly stress to my three sons and all my employees that. Read Full Article. The post The Best Thing You Can Collect appeared first on The DiJulius Group.

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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

AUGUST 13, 2021

The chatbot market is expected to grow from $703.3 million in 2016 to a whopping $3,172.0 million by 2021, according to a research by MarketsandMarkets. Intelligent chatbots are widely being adopted across all types of companies — from the Fortune 500 to upcoming startups, in order to gain pace and efficiency. With rising chatbot trends, […].

Contact Center 145

Contact Center Technology Technology 145

Totango

AUGUST 8, 2021

Driving software adoption through customer success in the 2020s is a precision business. In the same way that access to large quantities of accurate data enabled drug companies to produce a vaccine record time, making people resistant to the effects of COVID, data has enabled customer success teams to delight customers and pandemic proof their organizations.

NPS 118

NPS Customer Experience 118

Shep Hyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. (Forbes) To demonstrate how to turn unsatisfactory experiences into satisfactory ones, eight members of Young Entrepreneur Council shared their top-recommended way

Customer Service 131

Customer Service Social Media CX Customer Experience 131

Conversocial

AUGUST 10, 2021

Conversocial Acquisition Will Enhance Verint Customer Engagement Platform with Additional Social and Messaging Channels and Further Expand its Conversational AI Capabilities.

AI 119

AI 119

Speaker: Blackberry, OSS Consultants, & Revenera

Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?

Technology

Customer Think

AUGUST 12, 2021

by Mike Hasler in Contact Center Technology, Customer Service Trends, Mike Hasler For all the grief, losses, and setbacks the pandemic unleashed, there is a general consensus that it also sparked a revolution on the technical front. The adoption rat.

Contact Center 143

Contact Center Technology Technology Customer Service 143

Intercom

AUGUST 12, 2021

For years, we’ve been following a best-in-breed approach, searching for the very best communication app for each specific need. Could this trend be changing? Few people are better advocates for a unified view of the customer experience than Dan O’Connell. He’s been the Chief Revenue Officer and Chief Strategy Officer at Dialpad, the cloud communication platform, since the spring of 2018, but his fascination for conversations and natural language processing came even sooner.

Start-ups 111

Start-ups AI Omnichannel Sales 111

Shep Hyken

AUGUST 13, 2021

This week we feature an article by David Tattersall, Head of Client Relations at Handpicked Accountants , an online network housing the best-performing accountants across the UK. He writes about how successful, global brands use social media to deliver outstanding customer service experiences. In the digital era where customer experience is defined by a customer’s first impression of a website, interaction with a chatbot, or response to a social media remarketing advert, the opportunity stands t

Social Media 129

Social Media Customer Experience Non-Profits Omnichannel 129

Conversation Agent

AUGUST 11, 2021

At the end of the term, every person got a complimentary gelato of their choice. Children, instructors, and practitioners. I was six, in animated conversation with my table mates. Everyone was excited as they remembered the past few weeks. We took turns in mimicking and exaggerating each scene. It was magical. Until my gesture spilled the water carafe.

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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

AUGUST 7, 2021

The principal reason for embarking on digital transformation is to improve customer experience, which goes a long way to assure brand loyalty; if the right culture is missing, the whole project will end in a colossal failure. Sometimes, the bottleneck brands have in ensuring digital transformation may not be the technical input, this may be […].

Customer Satisfaction 141

Customer Satisfaction Customer Experience Technology Technology 141

Aquire

AUGUST 11, 2021

With 66 percent of businesses saying they’ve seen an increase in requests coming in through digital channels, according to Salesforce, any company — regardless of vertical — stands to benefit from digital customer experience strategies that work. A digital CX strategy helps identify and remove obstacles, supercharges digital customer engagement, and creates a smoother customer journey.

Customer Experience 105

Customer Experience Omnichannel AI Social Media 105

Zendesk

AUGUST 10, 2021

The global pandemic made staying home and going online a necessity. But what started as an emergency order quickly became the new way of life, giving rise to a truly digital-first marketplace. In fact, the Zendesk Customer Experience Trends Report found that ecommerce sales increased by 30 percent in 2020. Today’s customers also care about different things than they did pre-pandemic.

Sales 104

Sales Social Media Gaming Start-ups 104

Beyond Philosophy

AUGUST 12, 2021

Apple launched its Air Tags to help you find your lost items, like your keys or briefcase. Although I have other manufacturer’s versions of these products, I know that the Air Tags will be the best yet, and I can’t wait to get hold of them. My expectations and anticipation are because of the Halo Effect, and, just like mine did for Apple, it influences people’s impression of you. .

Sports 89

Sports Manufacturing Customer Expectations CX 89

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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper

CX

Customer Think

AUGUST 12, 2021

Historically Software-as-a-Service (SasS) companies were led by the sales function. As the business model evolved, product teams took the lead. But today, successful SaaS companies are truly built out to be customer-led. The COVID-19 pandemic has accelerated this change in cultural philosophy, and ultimately both the customer and the organization reap the benefits.

Sales 140

Sales Customer Loyalty 140

Zonka Feedback

AUGUST 12, 2021

For every business, customer loyalty is a hard-earned wealth. Loyal customers would not only choose your brand over others every time, but they would also spread good word-of-mouth for your business and become your brand advocates. They would speak excitingly about your brand and attract more customers for your business. That’s the best kind of marketing if you ask me.

Customer Retention 98

Customer Retention Customer Loyalty 98

Hodusoft

AUGUST 13, 2021

How important are auto dialers for call center software. The pace of technological change in the last few years has been astounding. We have come a long way from the ‘no internet’ and ‘intermittent internet’ connection era. For businesses to generate sales leads, the erstwhile favored channels of in-person meets or phone calls are now completely replaced by online lead generation techniques.

Sales 98

Sales Engineering Education Customer Service 98

Zendesk

AUGUST 12, 2021

Imagine someone has shown interest in your brand by browsing your website and filling out an online form. Some marketing teams would treat that person like any other potential customer who lands on your site—but that’s a huge mistake. Consumers who explicitly express interest in your brand are worth more time and effort than someone who casually clicks on a social media ad.

Social Media 98

Social Media CRM Sales B2C 98

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