Interactions

JANUARY 21, 2025

power outages since 2000 have been due to extreme weather; heat season outages alone have increased by 60% since 2009, according to Climate Central. A modern approach to customer communications can help you transform crisis into connection, building customer trust and enhancing satisfaction. On average, the U.S.

Interactive Voice Response 62

Interactive Voice Response Chatbots Virtual Agent Government 62

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. 25 Ways to Proactively Spot Your Customers’ Pain Points by Call Centre Helper Magazine (Call Centre Helper Magazine) When struggling to deal with customer demand, a lot of contact centres try to recruit more people.

Customer Service 156

Customer Service B2C Customer retention Government 156

NICE inContact

JULY 13, 2016

Uncovering the best way to deliver outstanding customer experiences is something that every contact center strives to do. Last October, inContact was named the 2015 Customer Value Leadership Award by Frost & Sullivan. How omnichannel experiences help companies excel and differentiate their brand.

Customer Experience 48

Customer Experience Contact Center contact center solutions Personalization 48

Fonolo

MAY 1, 2019

Avaya’s core call center business was the result of an acquisition of Nortel assets, following the latter’s bankruptcy in 2009. 6 Must-Read Customer Experience Trends in 2019. Live Better Electronically: AI and the Customer Experience. Change the Channel: Prioritizing Omnichannel in Customer Experience.

Contact Center 99

Contact Center Entertainment Call Center call center software 99

Anexa BPO

JUNE 15, 2022

Buzz words like omnichannel, self-service and personalization have been shaping customer-centric business strategies for a decade. And even though these practices were transforming the customer journey, COVID-19 hit hard and essentially changed the way we do business. Businesses need to be more data-ready than ever.

Customer Experience 52

Customer Experience Business Process Outsourcing outsourcing Customer centricity 52

CSM Magazine

DECEMBER 6, 2021

Now more than any other time of year, e-Commerce becomes a more dominant force in companies’ sales, and subsequently, online customer experience. In fact, 2021 is forecast to be one of the most treacherous holiday seasons since the Great Recession of 2008-2009. The Great Resignation is also upon us.

Journey mapping 97

Journey mapping Contact Center Chatbots CRM 97

Fonolo

JUNE 26, 2019

Back in 2009, Apple filed for a trademark on its buzz-worthy phrase, “There’s an app for that.” While many factors are at play here, the growth of the mobile app market has been partly driven by the fact that more and more businesses are integrating mobile apps into their customer service strategies.

Customer Service 104

Customer Service Airlines Transportation Call Center 104

ijgolding

NOVEMBER 28, 2014

Some would argue that United were just plain unlucky to encounter someone like Dave Carroll – it is not every customer who will go to the lengths of writing a song about their poor experience. They know a bit about the world of Customer Experience!

Airlines 127

Airlines Accountability Finance Banking 127

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester.

Contact Center 116

Contact Center Technology Self service Call Center 116

ClearAction

OCTOBER 1, 2018

The Future of Customer Experience Calls Urgently for a Significant Shift Lynn Hunsaker. The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. Faulty CXM Trajectory.

Customer Experience 63

Customer Experience Marketing Surveys Feedback 63

Customer Guru

MAY 22, 2018

The key person in any organization that is directly responsible for employee engagement is the manager of a person or the team. In a survey by McKinsey Quarterly in 2009, praise from immediate supervisors and attention from company leaders were found to be just as important or more important than financial rewards.

Employee engagement 96

Employee engagement Coaching Surveys Construction 96

ijgolding

MARCH 1, 2017

As I wrote last week , when it comes to the world of Customer Experience, many journalists are writing about the subject without necessarily understanding what it is, or that they are even writing about it at all. In 2009 one of the most prominent collapses in the industry came with the demise of Borders.

Customer Experience 62

Customer Experience Marketing Management Technology 62

The Northridge Group

MARCH 8, 2024

I think there’s an overwhelming sense at my previous job that the client came first no matter what, even if that meant your personal life suffered. Here, while our clients are VERY important, it’s more ‘take care of your family’ because the attitude is that you can’t be a good employee if you’re not managing your personal life, too.”

Consulting 138

Consulting Consulting Telecommunications Advertising 138

CSM Magazine

DECEMBER 12, 2019

Every year organizations invest millions to deliver a high-quality customer experience (CX) during their seasonal periods. It’s also a 50% increase from 2009’s record low of $4.06 This is a key aspect of personalizing the experience that makes the customer feel valued, even though the notifications are automated.

Interactive Voice Response 52

Interactive Voice Response Customer Experience APIs Average Handle Time 52

Hero Digital

APRIL 8, 2020

It turned out to be the best car leasing experience I have ever had, and one I will repeat. And one day later, a very nice person showed up with the keys at my house and the new car in my driveway. Why would anyone go back to buying a car “the old way” when they could have this type of experience all the time?

B2C 104

B2C Banking Healthcare B2B 104

Interactions

JULY 22, 2021

On top of all of this, it has created countless customer experience challenges which many organizations have been unable to meet. A recent study by the UK Institute of Customer Service found that complaints about poor customer service are at their highest levels since 2009. Covid customer experience challenges.

Customer Service 62

Customer Service Wait times Technical Support Advertising 62

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. What’s the point of customer experience management, ultimately? To maximize value to customers, employees, partners, and investors.

Journey mapping 71

Journey mapping Customer centricity Accountability Metrics 71

Comm100

NOVEMBER 13, 2022

Customers now use an average of nine different channels to connect with companies, and they expect the support they receive on these channels to be fast, convenient and personalized. Supporting customers across all these channels isn’t always an easy feat, but there are tools that can solve the problem.

Customer Service 98

Customer Service Multichannel Chatbots Healthcare 98

Comm100

NOVEMBER 13, 2022

With so much to gain, all organizations should focus on ways to improve customer service. Knowing how to improve customer service starts by understanding what customers want. Today’s customers look for fast, convenient, and personalized support that allows them to connect with brands how, where, and when they want.

Customer Service 97

Customer Service Chatbots Best practices Surveys 97

aircall

APRIL 6, 2017

According to 2009 Cornell University research, consumers are less likely to make purchases when menu options include monetary symbols, such as $ or €, or monetary value words, like dollars or pounds. The human relationship with time is much more personal than the human relationship with money. Removing signs of monetary value.

SaaS 84

SaaS Advertising Marketing Personalization 84

CX Journey

JANUARY 11, 2018

A survey by Aspect Software indicated that businesses that adopt omnichannel strategies achieve 91% greater year-over-year customer retention rates compared to businesses that don’t. He did - and in 2009 Zingle was born as the first two-way, business-and-customer communication platform.

Multichannel 58

Multichannel Customer retention Call Center Customer Care 58

Noble Systems

MAY 11, 2021

The personal computer propelled speech recognition in the 1990s, which is when BellSouth introduced its voice portal, VAL. Google Voice Search launched in 2009. Businesses in a variety of industries rely on ASR to direct callers to the right department or person through an IVR system. It included 230 billion words.

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52

Lumoa

AUGUST 5, 2022

Experts believe that the modern retail industry will follow a similar pattern as it did during the 2009 recession. During this period, ecommerce sales thrived while in-person transactions declined sharply. Improve the Customer Experience. Finally, you should use real-time feedback to improve the customer experience.

Feedback 78

Feedback Marketing Metrics Benchmark 78

Russel Lolacher

AUGUST 30, 2018

What if you felt like you left your computer, with all it’s personal and valuable information available to attack? Stay tuned for a story of generational frustration, customer hide and seek, and a video savior. This is the Customer Experience Story time tale of … The Disappearing Digits. And so it begins. Same result.

Entertainment 48

Entertainment Morale Personalization Customer Care 48

Clarabridge

MARCH 2, 2017

Are you measuring for your benefit or are you genuinely looking for ways to stay ahead by improving the customer experience? If you do want to put customers first, you need to think like your customers. Do you understand how your customers measure you? Customer measure from the outside. By Dale Roberts.

Benchmark 49

Benchmark Government Big data Analytics 49

DMG Consulting

NOVEMBER 1, 2017

In fact, a series of well-defined robots can, as noted, eliminate the need for employees to be involved in low-value activities; this presents a great opportunity for companies to experience true productivity improvements, which is a positive step for most economies. WHERE DOES DESKTOP ANALYTICS FIT IN?

Contact Center 59

Contact Center Analytics Enterprise Consulting 59

Talkdesk

NOVEMBER 7, 2017

Vivino has been at the center of the movement to digitalize the wine industry since it was founded in 2009, taking the wine-buying experience mobile with an app that allows for image recognition, community reviews and intelligent behavior monitoring. This personalized style worked brilliantly.

Contact Center 40

Contact Center Analytics Customer Support Personalization 40

Talkdesk

NOVEMBER 7, 2017

Vivino has been at the center of the movement to digitalize the wine industry since it was founded in 2009, taking the wine-buying experience mobile with an app that allows for image recognition, community reviews and intelligent behavior monitoring. This personalized style worked brilliantly.

Contact Center 0

Contact Center Analytics Customer Support Personalization 0

Clarabridge

MARCH 2, 2017

Are you measuring for your benefit or are you genuinely looking for ways to stay ahead by improving the customer experience? If you do want to put customers first, you need to think like your customers. Do you understand how your customers measure you? Customer measure from the outside. By Dale Roberts.

Benchmark 45

Benchmark Government Big data Analytics 45

Talkdesk

AUGUST 19, 2016

The header on the Amazon job board website is a quote from Bezos: “It’s our job every day to make every important aspect of the customer experience a little bit better.”. Amazon clearly does this by catering to each aspect of the customer experience, from an easy to use website to achieving an 87% customer satisfaction rating.

Customer Service 41

Customer Service Customer centricity Accountability Call Center 41

Talkdesk

OCTOBER 3, 2017

So, the slow nature of email customer service where a reply may not go out for 48 to 72 hours no longer resonates. Personalized Customer Service & Proactive Service Drives Customer Engagement. “75% 75% of US customers have a more favorable view of brands that offer proactive customer service.”.

Contact Center 40

Contact Center Advertising Customer centricity Customer Service 40

Talkdesk

AUGUST 19, 2016

The header on the Amazon job board website is a quote from Bezos: “It’s our job every day to make every important aspect of the customer experience a little bit better.”. Amazon clearly does this by catering to each aspect of the customer experience, from an easy to use website to achieving an 87% customer satisfaction rating.

Customer Service 40

Customer Service Customer centricity Accountability Call Center 40

Russel Lolacher

AUGUST 30, 2018

What if you felt like you left your computer, with all it’s personal and valuable information available to attack? Stay tuned for a story of generational frustration, customer hide and seek, and a video savior. This is the Customer Experience Story time tale of … The Disappearing Digits. And so it begins. Same result.

Entertainment 40

Entertainment Morale Personalization Customer Care 40

Maru Group

APRIL 8, 2020

But how would these chains, and many others facing the same set of circumstances, keep up with buyer demand and ensure the health and safety of shoppers and employees alike while continuing to deliver elevated customer experiences? Making the health and safety of all customers the top priority. Standing Out from the Crowd.

Healthcare 52

Healthcare Personalization Customer Experience Customer Service 52

Comm100

FEBRUARY 19, 2014

When one thinks of providing a great customer experience, it’s easy to visualize some of the more common aspects of customer service – employees with customer friendly attitudes, giving the customer their money’s worth and promptly resolving any concerns or issues. Chat Away in 2014.

Benchmark 40

Benchmark Surveys Technology Customer Service 40

Amity

FEBRUARY 8, 2018

Co-founded by Canadian entrepreneur Garrett Camp in 2009, Uber is evolving the way the world moves. I actually think Amity’s blog and online webinar resources have been core to my growth and development as a Customer Success professional. What metrics do you watch most closely?

Accountability 71

Accountability Metrics Feedback Enterprise 71

Horizon CX

NOVEMBER 7, 2019

That was a teachable moment for me that I have carried forward into my business practice and into the world of customer experience. Sprinkled throughout common sentences, either ‘um’ or ‘like’ makes a person sound uneducated and rather idiotic. So why has this kind of language become so much more prevalent?

Best practices 45

Best practices Customer Experience Customer Service Personalization 45