ShepHyken

JANUARY 21, 2025

Ive written about creating convenient, frictionless experiences many times in the past, and I will continue to do so in the future as it may be one of the most important customer experience strategies in our arsenal of tactics for getting customers to come back again and again. As humans, we love convenience, and were willing to pay for it. In our annual CX research (sponsored by RingCentral ), we found that 70% of customers felt convenience was so important that they would pay more if conveni

Customer Service 156

Customer Service Customer Experience Marketing Technology 156

PeopleMetrics

JANUARY 21, 2025

Net Promoter Score (NPS) has been a cornerstone of Voice of the Customer (VoC) programs for decades. As I wrote in Listen or Die in 2017, NPS is simple, powerful, and universally understooda trusted measure of how well youre building loyalty among your customers. Fast forward to 2025, and while AI has revolutionized how we collect and analyze customer feedback, one truth remains: NPS isnt going anywhere.

Metrics 62

Metrics Benchmark Analytics SaaS 62

Interactions

JANUARY 21, 2025

Utility outages due to extreme weather are accelerating customer service challenges for utility providers. On average, the U.S. suffers more than 20 severe weather events per year that cause losses over $1 billion each, the National Oceanic and Atmospheric Administration (NOAA) reports. Eight in 10 major U.S. power outages since 2000 have been due to extreme weather; heat season outages alone have increased by 60% since 2009, according to Climate Central.

Interactive Voice Response 62

Interactive Voice Response Chatbots Virtual Agent Government 62

CSM Magazine

JANUARY 21, 2025

Your brand’s promise is more than just words on a page – it’s a special bond with your customers. And the only way to keep that bond strong is by delivering a consistently exceptional experience that’s true to who you are. Slip up on customer service, and you’ll pay the price: damaged trust, fading loyalty, and customers who take their business elsewhere.

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Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

Enterprise

Vistio

JANUARY 21, 2025

Confidence is the backbone of exceptional customer service. When agents feel prepared and self-assured, theyre better equipped to deliver positive experienceseven in the most challenging situations. Yet, confidence doesnt come naturally to everyone. Many agents struggle due to a lack of preparation, fear of making mistakes, or insufficient training.

Customer Service 52

Customer Service First call resolution Customer Experience Best practices 52

NobelBiz

JANUARY 21, 2025

Running a successful call center requires balancing efficiency with meaningful customer engagement. Auto-dialers make this balance possible by automating one of the most repetitive and time-consuming tasks: dialing numbers. These systems call contacts from a preloaded list, connect answered calls to agents, and handle unanswered calls with pre-recorded messages or follow-ups.

Call Center 52

Call Center CRM Analytics Contact Center 52

CSM Magazine

JANUARY 21, 2025

While shared hosting has long been a popular choice for its affordability, the time has come to reconsider its viability for modern websites. Lets explore why moving away from shared hosting could be the best decision for your online presence. Limited Resources Impact Performance Shared hosting operates on a model where multiple websites share the same server resources, including CPU, RAM, and bandwidth.

Scripts 52

Scripts Accountability Management 52

AnswerConnect

JANUARY 21, 2025

Discover valuable statistics on how your customers really feel about AI. We conducted research with OnePoll to get the freshest insights. The post People vs Bots: How your customers really feel about AI appeared first on AnswerConnect Blog.

Customer Service 52

Customer Service Customer Experience 52

CSM Magazine

JANUARY 21, 2025

Third-party logistics (3PL) refers to outsourcing logistics operations, such as warehousing, inventory management, order fulfillment, and shipping, to an external service provider. By leveraging the expertise and resources of 3PL companies, businesses can streamline their supply chains, reduce costs, and enhance customer satisfaction. This comprehensive guide explores the concept of 3PL logistics, its benefits, and how to choose the right 3PL partner or the fulfillment service.

Transportation 52

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Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.

Contact Center

AWS Machine Learning

JANUARY 21, 2025

Chat-based assistants have become an invaluable tool for providing automated customer service and support. This post builds on a previous post, Integrate QnABot on AWS with ServiceNow , and explores how to build an intelligent assistant using Amazon Lex , Amazon Bedrock Knowledge Bases , and a custom ServiceNow integration to create an automated incident management support experience.

Self service 46

Self service Best practices Accountability Government 46

CSM Magazine

JANUARY 21, 2025

Netigate is taking feedback management to the next level with the release of Ask AI. The new feature helps organisations, from banking to retail, telecoms, and more, extract actionable insights from their customer and employee experience data effortlessly and affordably. Netigate , a leading provider of experience management solutions, has announced the launch of Ask AI, a generative AI feature designed to help companies andorganisationsget clear answers from the voices of their customers and em

Feedback 52

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AWS Machine Learning

JANUARY 21, 2025

Businesses today deal with a reality that is increasingly complex and volatile. Companies across retail, manufacturing, healthcare, and other sectors face pressing challenges in accurate planning and forecasting. Predicting future inventory needs, setting achievable strategic goals, and budgeting effectively involve grappling with ever-changing consumer demand and global market forces.

Metrics 55

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CSM Magazine

JANUARY 21, 2025

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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CSM Magazine

JANUARY 21, 2025

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