Logicalware

JANUARY 31, 2024

And for those that are utilising the myriad of features available, it’s delivering enormous value. In fact, a 2023 Forrester study found that companies that focus on customer experience can achieve revenue growth 4-8% higher than their competitors. The modern contact centre is available to businesses now.

AI 52

AI Omnichannel Technology Technology 52

Lumoa

MAY 9, 2023

In the highly competitive world of business, understanding and enhancing the customer experience is of paramount importance. This article explores how to augment the customer experience through feedback sentiment analysis, demonstrating the variety of actionable solutions it offers businesses.

Sentiment Analysis 83

Sentiment Analysis Customer Feedback Customer Experience Actionable Insights 83

Totango

JULY 15, 2021

The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations. Championing a customer-centered mindset within the company.

Start-ups 124

Start-ups Customer Relationship Education Customer Retention 124

Lumoa

APRIL 28, 2024

78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024. More than 80% of business leaders see customer experience as a growing priority in 2024. That’s where customer experience platforms come in.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Aquire

MAY 24, 2021

For those who were still flying, the air travel experience was more turbulent than ever before. Helping these customers navigate the turmoil has meant airlines have been forced to level-up their customer service and reinvent what great customer experience means in the airline industry. Redefining the airline customer experience.

Customer Service 105

Customer Service Net Promoter Score Social Media Omnichannel 105

Logicalware

APRIL 17, 2024

The financial landscape is evolving, and with it, the expectations on financial services to deliver not just products, but value, understanding, and care to their clients. But what exactly does this mean, and more importantly, how can contact centres adapt to not just comply, but thrive under these new regulations?

Compliance 52

Compliance Finance CX Customer Service 52

Totango

JUNE 15, 2022

During periods of economic instability, your customer base may be the only growth channel on which you can depend. In order to drive growth, you need to reorient your company towards a value-driven operating model where every department and team is focused on providing valuable, consistent and personalized experiences for customers.

Touchpoint 96

Touchpoint Start-ups NPS CRM 96

Intercom, Inc.

SEPTEMBER 6, 2022

At Intercom, we deliver complex changes in a series of small, controlled, easy-to-understand steps. Small changes are easier to build and faster to review, enabling us to deliver value to customers more quickly. No one gets it right all the time. Mistakes happen on every team, in every company in the world.

Engineering 138

Engineering Start-ups Gaming Sales 138

Customer Bliss

NOVEMBER 8, 2019

As a customer experience leader, you need to have a good understanding of your organization’s culture. It is consistent behaviors that give people direction on what to “model.” It’s easier to gain clarity on what these actions should be if you’ve developed a set of core values.

CX Transformation 95

CX Transformation CX Customer Experience 95

Intercom, Inc.

SEPTEMBER 22, 2020

Today, businesses need a modern way to deliver fast, personal, and real-time communication to their customers. HubSpot ’s CEO and co-founder Brian Halligan says that conversational relationships – building relationships with customers through personalized, messenger-based experiences – is the answer.

Gambling 211

Gambling B2B Education Business Growth 211

Intercom, Inc.

SEPTEMBER 17, 2020

But, there’s one company who believe that’s not always the case. The company was originally founded in South Korea and made the move to Silicon Valley in 2015 – it quickly became adopted as a place for employees from the likes of Apple, Facebook, Google, Microsoft, and more to discuss the internal culture of their companies.

Start-ups 210

Start-ups Sales Non-Profits Social Media 210

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience.

Customer Experience 94

Customer Experience Customer Experience Management CX Start-ups 94

Logicalware

MARCH 28, 2022

Did you know 98% of people read an SMS within three minutes of receiving one? Virtually all mobile phones alert users when they receive a new SMS, meaning your messages are likely to be read quickly by customers and you’ll receive a prompt response if you ask for one. A simple message can guide customers on the right path.

Customer Experience 98

Customer Experience Social Media Engineering Case Management 98

Logicalware

DECEMBER 21, 2021

In his End of Year Message, Puzzel CEO Frederic Laziou reflects on how 2021 redefined customer engagement. At Puzzel, our mission is to enable brands to deliver exceptional experiences for their clients by combining people and technology, and this year you did exactly that. Customer service goes digital.

AI 98

AI Technology Technology Innovation 98

Shep Hyken

AUGUST 13, 2021

He writes about how successful, global brands use social media to deliver outstanding customer service experiences. We run through how global brands have used social media to deliver outstanding customer service experiences, grow their consumer base, retain clients, and protect their brand reputation. .

Social Media 129

Social Media Customer Experience Non-Profits Omnichannel 129

Uniphore

DECEMBER 17, 2021

healthcare market must continue to transform how they interact with consumers if they want to succeed. on a 100-point scale for customer satisfaction, which Forrester categorizes as an “OK” rating. on a 100-point scale for customer satisfaction, which Forrester categorizes as an “OK” rating.

Healthcare 130

Healthcare Contact Center AI Artificial Intelligence 130

Lumoa

JUNE 14, 2023

Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space. Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space.

NPS 83

NPS Sentiment Analysis Start-ups Net Promoter Score 83

Logicalware

NOVEMBER 29, 2021

the family-owned company ?has The company runs?28 the company?to?deliver?a?consistent?level just one unified contact centre solution?to Maat, JYSK’s Netherlands Customer Service Manager, to find out how?the?new?set-up?has deliver its voice customer service.?This the company?uses?skills-based

Customer Service 98

Customer Service Retail Social Media Omnichannel 98

Intercom, Inc.

DECEMBER 12, 2019

Most SaaS companies start with a free software offering – providing a preview of their product’s capabilities before encouraging their users to grow into pro or enterprise solutions. Initially, that meant focusing on organizations with more than 200 employees. Flipping the freemium model on its head. Their philosophy?

Sales 169

Sales Start-ups Customer Acquisition Compliance 169

Logicalware

DECEMBER 13, 2022

In his End of Year Message, Puzzel CEO Frederic Laziou reflects on how 2022 redefined customer engagement. You put your customers and agents first at every moment and delivered exceptional customer experiences to differentiate. What a year (again)! A year of growth. Another year for the history books.

Touchpoint 97

Touchpoint Technology Technology Innovation 97

Customer Bliss

NOVEMBER 21, 2019

As you get acquainted with the five competencies and how they come together, your role will evolve as you implement the competencies through the phases of the Customer Experience Maturity Map. Years one through three are what I call the “disruption and blocking and tackling years.”

CX 73

CX Customer Experience 73

Intercom, Inc.

JANUARY 24, 2023

This evolution always starts with one thing: a clear product vision. And, when products are in this phase, users can feel it: it’s the slow, clunky, dated experience you get when using previous-generation tech. Great companies reinvent products before reaching decline. Here’s how we did it.

Start-ups 118

Start-ups ML Sales 118

Win the Customer

SEPTEMBER 7, 2023

The McKinsey Matrix, a tool initially designed for portfolio analysis, proves to be surprisingly versatile when applied to customer experience strategies. By mapping customer segments onto the matrix, companies can make informed decisions about where to allocate resources for the greatest impact.

Customer Experience 59

Customer Experience Innovation Customer Satisfaction Customer Service 59

Zendesk

DECEMBER 15, 2023

A workforce manager is a professional responsible for optimizing the performance and productivity of a company’s workforce. They make sure that employees are performing efficiently, that everyone is meeting company initiatives, and that the business achieves current and future goals. What is a workforce manager?

Business Administration 52

Business Administration Finance Healthcare Compliance 52

Aquire

JULY 16, 2021

United Airlines has soared to new heights with its Agent on Demand customer service platform — providing fliers with easy, contact-free access to real-time information and support. This innovative technology dramatically enhances our excellent customer service delivery tools as United customers fly our global network.

Technology 52

Technology Technology Transportation Innovation 52

Customer Bliss

JUNE 6, 2018

As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. And that means building a one-company approach to business strategies. Develop your customer experience strategy.

Engineering 77

Engineering Business Growth Customer Experience Customer Feedback 77

Zendesk

MAY 20, 2022

We kicked off Zendesk Relate 2022 on May 11 with a live keynote streamed from the beautiful San Francisco Museum of Modern Art, followed by the first of three digital broadcasts. Here are a few highlights—and if we missed you, the good news is that all the content is still available to watch on-demand, at your own pace.

Start-ups 98

Start-ups Sales Engineering CRM 98

Logicalware

MARCH 1, 2023

So, is Phygital Customer Experience just another buzzword or the next best thing? In this article, we’ll explain what Phygital Customer Experience is, the benefits for your business and your agents, and tools and tips to help you implement Phygital CX as part of your contact centre strategy. So, what is Phygital Customer Experience?

Customer Experience 52

Customer Experience Customer Service Touchpoint Sentiment Analysis 52

Logicalware

JANUARY 29, 2024

They’ve been on hold for an extended period, and they’ve already spoken to two other agents who couldn’t solve their problem. At Puzzel, we know that the contact centres that provide a seamless experience and resolve issues quickly through a customer’s preferred channel will be the ones to succeed.

Customer Experience 52

Customer Experience Artificial Intelligence Data Entry Omnichannel 52

Customer Bliss

SEPTEMBER 12, 2019

Earlier this year, Forrester released its report, The US Customer Experience Index, 2019. Forrester Chief Research Officer Carrie Johnson said , of these findings, “How an experience makes customers feel has a bigger influence on their brand loyalty than any other factor.”

Engineering 54

Engineering Innovation Customer Feedback CX 54

Customer Bliss

JANUARY 15, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Make Mom Proud companies make it their priority to clarify their purpose. Let Your Purpose Unite Your Company. Delivery men and women are part of the bigger picture of delivering peace of mind.

Retail 68

Retail CX Customer Experience 68

Logicalware

NOVEMBER 22, 2021

But ‘hybrid experiences’ are the next big thing in customer service, Puzzel CEO Frederic Laziou writes. With vaccination rates increasing across Europe, many companies have now implemented new working models to allow staff to work from home and the office. Hybrid experiences in customer service.

Omnichannel 98

Omnichannel Technology Technology Customer Service 98

Customer Bliss

JANUARY 30, 2020

The most admired companies remove practices that might curb the extension of care, or limit employees to act in good conscience. Companies that grow from admiration for improving lives tackle the processes that get in the way of people delivering good experiences. Care is foundational to how they grow. Teams unite.

Hospitality 86

Hospitality Hospitality Start-ups Innovation 86

Logicalware

AUGUST 9, 2023

And it’s no wonder, considering that clever AI deployment can help organisations power intelligent customer experiences, automation and optimisation, revolutionising their ability to deliver timely and relevant customer experiences. For the last few years, AI has been a hot topic, no matter your industry or business goals.

Innovation 52

Innovation AI Customer Experience Case Management 52

Zendesk

JUNE 9, 2022

You decide it’s best to try it on first, so you head to the store. You call the boutique only to find out that the associate who gave you the code is on vacation, so you need to explain the entire situation again. But according to the Zendesk Customer Experience Trends Report 2022 , only a third of companies are omnichannel.

Omnichannel 98

Omnichannel Social Media CRM Sales 98

Beyond Philosophy

AUGUST 11, 2022

I posted on LinkedIn recently that the world is going mad (or crazy, depending on which side of the pond you read this). Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers. Sure, it happens, I thought.

Net Promoter Score 146

Net Promoter Score Gaming Customer Expectations Customer Service 146

Intercom, Inc.

OCTOBER 8, 2020

And the challenge is a lot harder in an enterprise context, where the buyer and the user aren’t necessarily one and the same person. For every company that’s executing the freemium model successfully, there are hundreds more that struggle and the tension it can create between sales, marketing, and product teams.

Sales 205

Sales Engineering Legal Manufacturing 205