Beyond Philosophy

NOVEMBER 11, 2014

Charles Duhigg is a staff writer for The Times and author of “ The Power of Habit: Why We Do What We Do in Life and Business. ” When the Marriot Marquis in Times Square, NYC introduced a new $11m smart elevator system to deal with elevator long wait times they ended up totally confusing and frustrating people.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

MARCH 7, 2024

We determined that instead of the coverage area, the mobile company’s money was better spent on simplifying customers’ billing experience and increasing bill delivery timeliness. We also addressed customer communications regarding wait times and overhauled how they handled their retail staff’s presentation.

Customer emotions 195

Customer emotions Construction Surveys Finance 195

REVE Chat Blog

JANUARY 8, 2020

AI bots apply predictive intelligence and sentiment analysis to understand customer emotions closely. Chatbots boost operational efficiency and bring cost savings to businesses while offering convenience and added services for customers. HDFC Eva chatbot for customer service.

Chatbots 91

Chatbots Banking Sales Wait times 91

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

PeopleMetrics

NOVEMBER 1, 2022

When a customer does need help from a bank, they will likely be in a hurry and looking for a quick answer to their question. For some customers, this might be solved by sufficient self-service tools, while other customers may need short wait times to speak to a knowledgeable customer representative.

Banking 62

Banking Customer Experience Chatbots Accountability 62

Balto

JANUARY 14, 2025

Real-Time Analytics: Provides live insights to assist agents during ongoing interactions. Sentiment Analysis: Analyzes customer emotions to improve engagement. Agent Coaching and Performance : Real-time tools identify coaching moments, enhancing performance during live calls.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

Pointillist

OCTOBER 22, 2018

Emotion AI. “By By 2022, your personal device will know more about your emotional state than your own family.” — Gartner. The ability to understand and accurately predict your customers’ emotions is precious to you as a customer experience professional. In customer experience, this can make all the difference.

Customer Experience 40

Customer Experience Analytics Metrics Multichannel 40