Fonolo

DECEMBER 8, 2023

We live in an era of big data, AI, and automation, and the trends that matter in CX this year begin with the abilities – and pain points – ushered in by this technology. For example, big data makes things like hyper-personalized customer service possible, but it also puts enormous stress on data security.

Contact Center 81

Contact Center Artificial Intelligence Sports AI 81

Uniphore

JUNE 16, 2021

You probably already think enough about Average Handle Time, or AHT for short. AHT is the average length of time it takes an agent to complete a call. 67% of interactions involve a time-consuming diagnosis 60% of customer-assistance occupations are automatable* 30% of common call center tasks are automatable*. In fact, 67.4%

NPS 147

NPS Net Promoter Score Contact Center AI 147

Fonolo

MAY 30, 2023

These resources include time, staff, technology, and processes. One core function of WFM is to use data-driven insights to help managers predict staffing needs to optimize operational efficiency. One way is by eliminating agent idle time using data-driven insights that make it easier to align staffing with anticipated call demand.

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

SurveySensum

JUNE 13, 2021

You must have heard this countless times. Most startups and even large-scale organizations have a detailed CX strategy in place. Here are some such marketing strategies to expand your CX strategy. Provide real-time customer support. Harness data analytics. Provide real-time customer support.

Social Listening 111

Social Listening CX Unstructured Data Social Media 111

Lumoa

NOVEMBER 21, 2023

In many companies, even though customer experience is regularly measured, data transformation becomes challenging for many reasons. When it comes to increasing profitability and retaining a loyal customer base, the ability to smartly source, analyze, and use customer feedback data to enhance services and products makes all the difference.

Customer Feedback 83

Customer Feedback AI Machine Learning Social Media 83

Callminer

FEBRUARY 23, 2021

Consumers are looking for solutions to their problems across a range of channels, including digital and self-service, in ever-increasing numbers, thanks to pandemic pressures and storefronts closing. You need advanced analytics, offered in real-time, so you can quickly and easily make adjustments as needed.”

Technology 376

Technology Technology E-commerce Contact Center 376

Lumoa

SEPTEMBER 30, 2022

It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. Plus, their customers are also two times more likely to try new products or services. . That said, there are a huge number of factors that influence the customer experience or CX of your financial institutions.

Customer Experience 94

Customer Experience Artificial Intelligence Outlook CX 94

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Typically, this data lives in multiple systems and is only looked at by the teams that collect it ( and unfortunately, sometimes not even them!).

Customer Experience 83

Customer Experience CX Net Promoter Score Unstructured Data 83

Experience Investigators

OCTOBER 3, 2023

The opportunity now is for CX leaders to get better at finding and activating unspoken insights from the customer journey, understanding what our customers tell us when they’re simply behaving as normal. 3 Ways to Listen to Untold Customer Feedback Don’t get me wrong, surveys are still valuable for improving your CX strategy.

Sentiment Analysis 98

Sentiment Analysis Artificial Intelligence Social Media Hospitality 98

Comm100

MARCH 6, 2024

And far gone are the days when agents had little to no information about the customer they were speaking to and were restricted to serving one user at a time. Immediacy When discussing the advantages of live chat allows, real-time communication always comes at the top of the list.

AI 94

AI Customer Service Sales Customer Satisfaction 94

Callminer

NOVEMBER 9, 2020

Scammers are armed with advanced technology and access to private user data obtained through illicit channels. Luckily, there are ways to spot inbound call fraud in real time, allowing agents to take back control over customers’ security without jeopardizing the overall customer experience.

Contact Center 345

Contact Center Engineering Scorecard Retail 345

CX Accelerator

APRIL 11, 2018

Or, you look at your to-do list at the end of the day, and realize that it's not just that you didn't spend your time coaching your team or any of your other big priorities; your list for tomorrow is also filled with distractions that won't do anything to help your team accomplish what matters most. Don't talk to your team about the numbers.

Customer Experience 182

Customer Experience Gaming CX Contact Center 182

Zendesk

MARCH 8, 2023

After all, most companies possess significant data about the people who buy their products and services. But here’s the problem: much of that data remains untapped. Not being able to harness the power of that data means companies face real danger.

AI 98

AI Sentiment Analysis Omnichannel CX 98

ECXO

JUNE 11, 2023

CX design is no longer just about aesthetics. But, many European firms still have a long way to go to reach the levels of CX maturity seen in B2C. If you need to rethink your CX offer, or haven’t got started, time is not on your side. Is your customer data out of date? Are there any data gaps you need to fill?

B2B 130

B2B B2C Touchpoint Actionable Insights 130

Execs In The Know

APRIL 29, 2022

Research shows that customer operations leaders in large organizations rely on an average of 175 SaaS applications to manage their CX workflows remotely. But often, they do not take the time to evaluate how well these apps work together to create the “flow” that’s crucial to a “workflow.”

CX 98

CX Actionable Insights Touchpoint Technology 98

CSAT.AI

NOVEMBER 17, 2022

Qualtrics data found that both age and country impacts preferred channels. Identify the methods that your customers prefer and focus your efforts on those while staying on top of changing CX and EX needs. AI can monitor and provide quality assurance (QA) analysis for interactions in real time so managers don’t have to do it manually.

Customer Service 127

Customer Service Sentiment Analysis Contact Center AI 127

SurveySensum

MARCH 20, 2024

With trends changing every day, customer expectations and needs are also evolving with the changing times, and if you fail to deliver the best to your customers then you will fall behind in this competitive marketplace. One-On-One CX Consultation: SurveySensum is a DIFM platform – they will do everything for you.

Customer Experience Management 52

Customer Experience Management CXM Customer Experience Text Analytics 52

Lumoa

FEBRUARY 7, 2023

They have chosen Lumoa to consolidate that in a single platform and analyze what customers say in real-time. We built Lumoa to make all that easy and in real time, so customer experience teams can focus on driving real change.” “Our

Customer Feedback 83

Customer Feedback Retail Actionable Insights CX 83

Intercom, Inc.

SEPTEMBER 9, 2022

Here are some of our favorite takeaways from the conversation: Neural networks have made significant headway in the past five years, and they’re now the best way to deal with unstructured data such as text, images, or sound at scale. We’re getting better at expressing the problem in a way that we can make progress on and make sense of.

Machine Learning 249

Machine Learning ML Unstructured Data AI 249

Execs In The Know

MARCH 14, 2022

Why is customer experience (CX) a critical piece of digital transformation? Where should you start when it comes to digital CX transformation? Even though where to start your digital CX transformation depends on your organization’s specific requirements, there are some key areas our customers have seen success with.

CX Transformation 122

CX Transformation CX Contact Center Start-ups 122

Lumoa

MARCH 12, 2023

Ask most business leaders and they’ll tell you customer experience (CX) is essential. But how do you do that in the real world? These tools typically include features such as customer data management, analytics and reporting, automation, and personalization. A CX platform combines all of that.

Customer Experience 83

Customer Experience Customer Journey Map Sentiment Analysis NPS 83

CSAT.AI

JULY 19, 2023

This year, the 2023 Customer Rage Survey indicates customers are experiencing more problems and 79% will complain about them. 1) Reduce Consumer Problems One of the reasons customers are angry according to the 2023 Customer Rage Survey is because they are experiencing more product and service problems than ever.

Sentiment Analysis 74

Sentiment Analysis AI Contact Center CX 74

Steven Van Belleghem

FEBRUARY 3, 2023

The 90% tech experience You may remember that I wrote about the 90% tech experience in one of my former pieces: about technology that’s really cool, but that is not (yet) good enough to create breakthrough evolutions in CX. At the end of the day, CX is a 100% human matter. This is not a standalone experience.

Technology 144

Technology Technology CX Machine Learning 144

CSAT.AI

FEBRUARY 15, 2023

With agile principles, businesses can provide great CX, customer service quality assurance and CSAT while reducing customer churn and improving processes. Customer service teams should constantly be looking for ways to improve CX (and EX too). The agile model requires greater employee engagement, problem solving and teamwork.

CX 97

CX Contact Center Sentiment Analysis Innovation 97

Fonolo

SEPTEMBER 13, 2022

You might confuse them with net promoter score or cSAT, but post-call surveys are a much more specific way to gather real-time feedback. The rest of the movie lies in the data collected from other important customer service indicators: KPIs like cSAT scores, agent engagement, and others. Informs Your CX Strategy.

Net Promoter Score 150

Net Promoter Score Contact Center Hospitality Hospitality 150

Steven Van Belleghem

JUNE 7, 2022

It’s a real hustle, right? Well, Zamna allows to verify all of this traveler health and identity data through a blockchain-driven Web3 solution before even arriving to the airport. In very fragmented systems, such as with siloed data streams for airlines, users need to input similar data several times.

Customer Experience 113

Customer Experience Social Media NPS Technology 113

Zendesk

SEPTEMBER 6, 2022

Given the current volatile and uncertain market conditions, it’s difficult to push for growth and investment in the customer experience (CX). The service landscape may be stark, but we can’t stop making CX a priority and investing in areas where the impact can influence business growth. Investing in CX is an opportunity to grow.

Customer Retention 98

Customer Retention CX Transformation CX Sales 98

CommBox

OCTOBER 18, 2023

They can engage with customers at any time, instantly responding to queries and providing information. This frees up human technical support agents to handle more complex and nuanced technical problems, leading to faster issue resolution. This process can be managed end-to-end, without involving human agents, saving valuable time.

AI 98

AI Customer Service CX E-commerce 98

PeopleMetrics

AUGUST 22, 2022

Customer satisfaction surveys have traditionally focused on collecting aggregate data. From a market research perspective, this approach makes sense—it’s statistically accurate, high-level, and shows trending data. Closed loop feedback can improve your business’ performance and your overall customer experience (CX).

Customer Feedback 71

Customer Feedback CX Sentiment Analysis Close the Loop 71

Beyond Philosophy

MAY 17, 2017

CX Data platforms are growing in popularity by those that seek to improve their Customer Experiences. These platforms can provide data management intended to optimize the Customer Experience, not only at a general level but also at a personalized level. What is a CX Data Platform? Use of a single data point.

CX 128

CX Customer Loyalty Customer Experience Customer Expectations 128

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. In the end, everything is connected. Action is always necessary, as is communication, and prioritisation.

Customer Experience Maturity Model 98

Customer Experience Maturity Model B2B CX Customer Experience 98

Experience Investigators

NOVEMBER 30, 2021

Developing CX Personas: The Step Before Journey Mapping. Customer Journey Mapping can reveal — and help solve — a lot of problems in the customer journey. Maybe you’ve heard leaders on your CX team say something along the lines of, “We know our customers.” What is a CX Persona? Motivations.

Customer Journey Map 133

Customer Journey Map Customer Experience Touchpoint CX 133

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. Developing a world-class CX strategy is well worth the investment of your time! How do you design and manage a CX strategy? How do you design and manage a CX strategy? CX Management and High-Impact Customers.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

SurveySensum

NOVEMBER 8, 2023

In today’s competitive­ and digital landscape, CX can either build or break a brand. A survey conducted by TELUS International revealed that 65% of customers anticipate­ some level of CX automation in their customer journey. In this blog, we are going to explore the hot topic of CX automation from A to Z.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

ECXO

MARCH 24, 2024

Hyper-personalization involves leveraging data analysis and digital technology to provide individualized content, products, and services to customers. By analyzing customer data and behavior patterns, AI algorithms can create customized experiences that cater to the unique needs and preferences of each customer.

AI 52

AI Customer Experience Social Media Machine Learning 52

Execs In The Know

MAY 2, 2022

And all this at a time when leaders are already struggling to build effective CX programs that drive loyalty. A recent Gartner report found that more than 70% of CX leaders struggle to design projects that increase customer loyalty and results. If you’re ready to level up your CX for economic volatility, we’re here to help.

CX 97

CX VOC Customer Journey Map Contact Center 97

Fonolo

OCTOBER 13, 2022

If you schedule enough staff, give them the tools to do their job, and ensure they stick to a schedule, your problem is solved, right? But when shrinkage levels get too high, it’s a problem you’ll need to address. Stress levels go up and KPIs like First Call Resolution and Average Handle Time are impacted.

Contact Center 81

Contact Center Sports Gaming Start-ups 81