Jon Arnold

OCTOBER 16, 2020

What began as an exploration of contact center reporting, soon became a bigger exercise in the ever-expanding world of Big Data, and that has inevitably taken me into the adjacent galaxy of BI – business intelligence. Back when the contact center was the call center, almost all customer engagement was over the phone.

Big data 98

Big data Contact Center Analytics Metrics 98

ShepHyken

APRIL 29, 2022

While AI is being used for customer services applications to benefit companies by reducing costs, there is much more opportunity for it to truly benefit customers too. I mean, c’mon—insurance is practically the original “big data” business. Great customer service is fabulous marketing.

Big data 418

Big data Marketing Personalization Accountability 418

ShepHyken

AUGUST 28, 2017

Each week I read a number of customer service and experience articles from various online resources. The Contact Center Playbook for Improving Customer Satisfaction [Whitepaper] by Nicolina Savelli. Cost-effective service excellence by Jochen Wirtz & Valarie Zeithaml. Here are my top five picks from last week.

Customer Service 207

Customer Service Contact Center Benchmark Big data 207

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. This will help lead you to forming important relationship with your customer. – Shep Hyken. Customer service needs customer data.

Customer Service 237

Customer Service Contact Center Technology Big data 237

Ansafone

JANUARY 3, 2019

While companies are tapping this information to personalize messaging and spot trends, contact center management can also leverage Big Data to streamline service processes, boost agent productivity and deliver exceptional customer experiences.

Big data 80

Big data Contact Center Analytics Call Center 80

ShepHyken

FEBRUARY 18, 2020

The Customer Experience Revolution. How to Fish the “Big Data Lake” for Customer Experience Insights. They discuss the importance of investing in the customer experience and how CX professionals can communicate that need with leadership and executives. Data collection without action is a waste of time.

Big data 310

Big data SaaS Employee engagement Customer Experience 310

ShepHyken

JUNE 20, 2016

Each week I read a number of customer service articles from various online resources. World’s 3 MOST Customer Centric Companies: How do they do it!! Customer Guru) Here are our top three picks for the most customer centric companies and some lessons on how they manage to be customer-centric despite their size and diversity.

Customer Service 195

Customer Service Customer centricity Chatbots Airlines 195

Provide Support

DECEMBER 12, 2017

5 Ways Big Data Will Improve Customer Service. In the abundance of more or less similar products, customer service has become by far the most influential brand differentiator these days. In this article, we will show you 5 ways how big data improves customer service.(.).

Big data 62

Big data Customer Service Customer Experience 62

ShepHyken

APRIL 28, 2024

Each week, I read many customer service and customer experience articles from various resources. 5 Reasons Why VIP Customers Are the Key to E-Commerce Growth by Josh Kim (Total Retail) VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue.

Customer Service 185

Customer Service Advertising B2C Big data 185

Up Your Service

MAY 25, 2017

What does good customer service mean to you? Today we use sophisticated technologies to learn a great deal about our customers. Yet despite all this new “big data” and the insights it can deliver, customers all over the world still appreciate “Old School Customer Service”. Follow up promptly.

Big data 80

Big data Customer Service Personalization Customer retention 80

ShepHyken

JULY 8, 2022

This week’s guest post by Sharavanan Shanmugaraju shares six customer service trends that companies need to adopt this year. Every year, companies find ways to improve customer service. This could be investing in new tools, changing processes, or adding new people to your team against customers. That’s great.

Omni-channel support 176

Omni-channel support Customer Service Multichannel Interactive Voice Response 176

Global Response

MARCH 27, 2024

Call centers are increasingly turning to big data analytics as a pivotal tool for optimization. This transformative approach streamlines operations and significantly enhances the quality of customer interactions. Understanding big data analytics in call centers First off, what is big data analytics?

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

TechSee

OCTOBER 9, 2018

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. They demand highly convenient and fast service. The key to reaching this powerful demographic is by understanding that technology is central to their being.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

ShepHyken

OCTOBER 2, 2020

We expect to receive personalized service everywhere – even if we are talking about the devices in our home. Customer data analytics is possible due to the rise of IoT, Big Data, and, of course, AI. Connect with Customers on a Deeper Level. It’s well-known that businesses use Big Data to target customers.

Advertising 256

Advertising Big data Healthcare Personalization 256

TechSee

AUGUST 7, 2024

The development of chatbots, automated email responses, and AI-driven customer support tools marked a new era in customer service automation. Today, CXA encompasses various technologies such as AI, machine learning, and big data analytics to provide personalized and efficient customer experiences.

Customer Experience 124

Customer Experience Customer Service Interactive Voice Response Chatbots 124

CX Accelerator

FEBRUARY 2, 2020

Especially when you consider that to gain buy-in from executives for CX initiatives, there must be data to support it. Also, consider the world of big data and the way making sense of huge sets of data has helped companies deliver more personalized experiences. Erica Mancuso.

Customer Experience 320

Customer Experience Journey mapping Entertainment Engineering 320

Avaya

NOVEMBER 14, 2018

Hear all about Digital Transformation of Customer Experiences from Avaya at the AI & Big Data Expo North America, the leading Artificial Intelligence & Big Data Conference & Exhibition, November 28-29 at the Santa Clara Convention Center, Silicon Valley.

Big data 63

Big data Contact Center Technology Customer Experience 63

Beyond Philosophy

SEPTEMBER 19, 2019

Unfortunately, the recent UK Customer Satisfaction survey echoes those findings, indicating that it has fallen over the past couple of years, from 78.2 Joanne Causon, CEO of the Institute of Customer Service , joined me on our podcast about this downward trend in Customer Satisfaction. Use Big Data wisely.

Big data 283

Big data Consulting Consulting Banking 283

Nicereply

APRIL 13, 2022

Recently, AI impact (not only in customer service) has been so high that the global AI market value might reach $267 billion by 2027. It’s time for AI to continue evolving and boosting the customer service experience. AI offers personalized products and services. Self Service Apps in Customer Service.

Customer Service 119

Customer Service Chatbots Self service Advertising 119

ShepHyken

OCTOBER 5, 2021

Empowering Customer Service Agents with Knowledge. Shep Hyken interviews Daniel Fallmann, founder of Mindbreeze , a tool that helps companies capture a holistic view of their customers’ data. You can predict what the problem is because of customer behavior. New York Times ?bestselling

Big data 216

Big data Enterprise Technology Customer Service 216

ShepHyken

NOVEMBER 16, 2018

A basic articulation of their disappointment on your social media that isn’t reacted to promptly will ignite uproar from different customers who approved of your products and services. Previously, an organization gave customer service through emails – that did not get immediate reactions – and telephone calls.

Technology 255

Technology Chief Customer Officer Education Big data 255

VocalCom

AUGUST 26, 2019

Big data has been a buzzword in the customer service industry for some time now. As every brand knows, all data—big and small—can be applied in some manner to drive sales and improve customer service. After all, understanding your customers’ habits is key to knowing how to satisfy them.

Big data 48

Big data Customer Experience Abandon rate Contact center software 48

ShepHyken

SEPTEMBER 21, 2018

For every customer who complains, there are 26 customers who don’t say anything.’ – (Source: Lee Resources International). Customers tell an average of 15 people about a poor service experience , versus the 11 people they’ll tell about a good experience.’ – (Source: American Express Customer Service Barometer 2017). ‘

Customer Experience 273

Customer Experience Big data Technology Chatbots 273

Ansafone

AUGUST 28, 2019

A lack of personalization makes customers feel like just a number rather than a valued member of your inner network. The post Using Big Data to Drive Customer-Intelligent Experiences appeared first on Ansafone Contact Centers. They have no hesitations in leaving you for the next best thing when it comes along.

Big data 48

Big data Contact Center Personalization Analytics 48

Hero Digital

FEBRUARY 20, 2020

Then using prescriptive analytics techniques, identify the key actions that you need to take over the set of customers, holding out a group of customers as a control. On the customer side, let’s say your CX priority is quicker customer service resolution. Define and implement a data storage and hosting strategy.

Big data 52

Big data Analytics Enterprise Government 52

TechSee

OCTOBER 31, 2018

This data is culled from devices, networks, mobile applications, geolocations, detailed customer profiles, services usage and billing data. Using AI, telecoms can implement self-service capabilities that instruct customers how to install and operate their own devices. With Gartner forecasting that 20.4

Interactive Voice Response 100

Interactive Voice Response Telecommunications Chatbots Big data 100

ShepHyken

SEPTEMBER 8, 2017

There are different types of customers and it’s important to know how to deal with each one. – Shep Hyken. I have to be honest, answering support tickets or doing customer service isn’t the most thrilling job on earth but if you’re part of a startup or small business and you lack resources, you have no choice but to do it.

Airlines 415

Airlines Advertising Big data Marketing 415

ShepHyken

JUNE 30, 2017

Let us have a quick look at the top technology trends of 2017 that will disrupt the customer experience benchmarks: Artificial Intelligence : Truly, Artificial Intelligence has made organizations capable of tackling different situations. Intelligent apps : The cost of business operation and the rate of defection have reduced to minimal.

Government 236

Government Technology Benchmark call center software 236

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. Customer service: The current challenges Traditional customer service procedures face many limitations, with human employees often subjected to stressful experiences daily.

Customer Service 105

Customer Service Chatbots Analytics Big data 105

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. Customer experience has not been left behind.

Technology 267

Technology Customer Experience Complaint resolution Gamification 267

TechSee

AUGUST 10, 2023

TechSee’s visual automation platform uses computer artificial intelligence (AI) and augmented reality (AR) to enhance customer and contact center engagements. It enables enterprises around the world to deliver better customer assistance, enhance service quality and reduce costs. and Madrid.

Average Handle Time 206

Average Handle Time Interactive Voice Response First call resolution Cloud contact 206

CSM Magazine

NOVEMBER 3, 2020

Just like the chicken or egg conundrum the same could apply to COVID-19 and poor customer service. As many organisations hide behind the pandemic for failing service standards, Abbie Heslop, Commercial AI Analyst, EBI.AI What came first, Coronavirus or poor customer service? About the Author.

Customer Service 105

Customer Service Automotive Transportation Big data 105

CSM Magazine

NOVEMBER 19, 2021

With customer service, this is no different. Customers want to get help fast, and if your company fails to provide it, you risk losing their business. It’s the way of the world, and companies must adapt accordingly by investing in technology to help their customer service teams be proactive, not reactive.

Customer Service 98

Customer Service Enterprise Big data Technology 98

ShepHyken

NOVEMBER 2, 2018

This week we feature an article by Catalin Corzini who shares information about how chatbots can provide a better experience and how to customize the customer journey when using chatbots. – Shep Hyken. As we move towards big data and artificial intelligence, chatbots seem to be leading the way towards a more automated future.

Chatbots 236

Chatbots Personalization Healthcare Advertising 236

CSM Magazine

MAY 20, 2021

Focusing on that penultimate step, purchasing, is important, as it’s when customers will choose to open their wallets: Forbes estimates that 86% of consumers are willing to pay more if their experience has been positive. Fine-tuning this part of your customer experience is best achieved through the use of big data.

Big data 52

Big data Customer retention Feedback Marketing 52

Beyond Philosophy

JUNE 11, 2015

However, like the hype around big data, enthusiasm for gamification has somewhat plateaued, and has needed to be rethought, especially regarding how it can drive more brand bonding and positive financial results. This gave gaming something of a Philosopher’s Stone, or magic wand, aura.

Gamification 265

Gamification Big data Personalization Feedback 265

ShepHyken

SEPTEMBER 15, 2017

This week we feature an article by Lindsay Tjepkema who writes about how artificial intelligence marketing (AIM) is becoming more important to our success in engaging with customers. Recently I have read and written a lot about AI and as technology improves and acceptance grows AI will have a strong role in customer service. – Shep Hyken.

Marketing 517

Marketing Advertising Big data Personalization 517