CCNG
SEPTEMBER 29, 2022
Self-service options are rising in popularity because nobody wants to wait on hold, wade through phone trees or repeat information. An automation-first customer service via conversational artificial intelligence is proving to be the right option for many enterprises. Granted, we have to subscribe for the service.
ShepHyken
APRIL 20, 2021
The New Way to Take Care of a Customer: Autonomous Customer Service. How Autonomous Customer Service impacts the Customer Journey. Shep Hyken interviews Jeff Nicholson, Global Head CRM Product Marketing of Pegasystems. They discuss how autonomous customer service impacts the company, its employees, and their customers.
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ShepHyken
MARCH 31, 2018
Earlier this month I attended Social Media Marketing World , the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Plus, self-service is available 24/7.
Beyond Philosophy
MARCH 31, 2020
The world and the market had changed! One of the airlines I had bookings with had put a note for a number of days saying they are working on a self-service option to change tickets with open ones via their website or app. Marketers have long known that it is at a time of big changes that customer habits are up for grabs.
Advertiser: ZoomInfo
ABM gets better with age — but unfortunately, marketers don't have the luxury of pouring it into an oak barrel for a couple decades to let it mature. It’s clear there’s a maturity gap in ABM strategies, so how can marketers start closing it?
ShepHyken
NOVEMBER 14, 2024
This week, we feature an article by Andy Watson, Senior Product Marketing Manager, Customer Experience at RingCentral. Content generation for customer self-service, with 51.7% The AI revolution is here—and it’s transforming how businesses interact with customers and support their employees. Currently, 46.2% The top use case?
ShepHyken
DECEMBER 29, 2024
Using Data, Technology and Creativity for Meaningful Customer Connections by Melanie Mingas (CX Network) Deloittes Perrine Masset explains how to creating meaningful customer connections with data and technology without stifling creativity My Comment: What happens when CX and marketing collide?
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
Speaker: Brian Morin & Helena Chen from SmartAction
As automated self-service options continue to grow, how can you make sure that you and your organization are staying on track?
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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.
Advertiser: ZoomInfo
Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
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