ChurnZero

NOVEMBER 11, 2024

When 2023’s Customer Success Leadership Study suggested that 77% of CS teams meet with their customers in person, the finding was met with some skepticism. Yet, 2024’s results reiterate the trend, indicating that in-person customer meetings are here to stay, and that they make a difference.

Personalization 52

Personalization Metrics 52

VirtualPBX

OCTOBER 30, 2024

In this featured Contact Center case study, we delve into how our platform helped the Center transform its operations, streamline call handling, and improve patient support for their peer-counseling hotline, The HOPELINE. This approach provides a fully customized contact center setup tailored to your unique needs.

Contact Center 59

Contact Center contact center solutions Call flow CRM 59

VirtualPBX

OCTOBER 30, 2024

In this featured Contact Center case study, we delve into how our platform helped the Center transform its operations, streamline call handling, and improve patient support for their peer-counseling hotline, The HOPELINE. This approach provides a fully customized contact center setup tailored to your unique needs.

Contact Center 52

Contact Center contact center solutions Call flow CRM 52

24-7 InTouch

NOVEMBER 11, 2024

Beyond that, this solution leverages machine-learned data to proactively suggest accurate, on-brand response templates that the agent can easily personalize for a fast, high-touch resolution. The post Case Study: AI-Driven Strategies to Cut Seasonal Ramp Time appeared first on IntouchCX. Also, the generated responses were perfect!“

First call resolution 52

First call resolution Morale Consulting Consulting 52

24-7 InTouch

OCTOBER 16, 2024

As customers increasingly expect quick, personalized responses, businesses must adapt or risk falling behind. Time that was previously spent searching is instead used to add the empathy and personalization needed for a high-touch response. Many brands grapple with inefficient workflows and inconsistent service quality.

CRM 52

CRM Personalization Customer Service 52

24-7 InTouch

OCTOBER 3, 2024

However, many brands struggle to keep up with the sheer volume of reviews while maintaining personalization and consistency—critical components of a strong online presence. This enabled us to effortlessly generate custom and personalized responses at scale and in real time, enhancing efficiency and consistency.

Personalization 69

Personalization Metrics Customer Experience Customer Service 69

VirtualPBX

NOVEMBER 8, 2023

In this blog, we are excited to present three compelling case studies that vividly illustrate how VirtualPBX has significantly elevated the performance of these businesses, making them more efficient and customer-centric. We liked the personalized training that came with it. The solution? VirtualPBX.

Healthcare 98

Healthcare APIs Customer centricity Accountability 98

24-7 InTouch

JANUARY 16, 2024

By accurately annotating data, we enable a higher level of personalized brand engagement, ensuring the right information reaches your customers at the right time. Unlock the power of data annotation and discover how it’s revolutionizing the way consumers interact with brands.

Technology 52

Technology Personalization 52

Beyond Philosophy

JANUARY 23, 2017

Each passenger will receive a personalized token that can be worn around your neck, on your wrist or carried in your pocket. The sensors interact with 4000 high res screens throughout the ship to provide personalized recommendations. The post Case Study: Enhance Your CX With This Technology appeared first on.

Technology 344

Technology Big data Customer emotions Consulting 344

Kayako

AUGUST 12, 2022

Customers still want personalized service even if they aren’t coming into the store. What consumers really want is personalization in the customer service experience. In fact, 79% say personalized service is more important than personalized marketing. What Is Personalized Customer Service?

Personalization 117

Personalization Customer Service Government Customer effort 117

24-7 InTouch

SEPTEMBER 9, 2024

To stay ahead, companies need an intelligent solution to enhance efficiency and accuracy while maintaining personalization that customers expect. The post Case Study: Driving Accurate and Efficient Customer Experience Post-Interaction appeared first on IntouchCX. Learn more about IntouchCX’s advanced AI and automation solutions today.

Customer Experience 52

Customer Experience CRM Technology Personalization 52

Fonolo

MAY 23, 2023

But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? Deloitte reports that 90% of people are attracted to hyper-personalized advertising content, and customers are quickly coming to expect it. What is Hyper-Personalization in a Contact Center?

Contact Center 106

Contact Center Personalization Analytics Chatbots 106

Beyond Philosophy

MARCH 17, 2015

It’s a phrase derived from the famous Milgram study from the 1960s where participants were encouraged to administer fatal shocks to another participant at the urging of an experiment proctor in a white lab coat. The person in the coat, however, was not a scientist or doctor, but just an actor with a memorized script.

Sales 379

Sales Scripts Marketing Customer Experience 379

Helpware

MAY 2, 2023

Digital shoppers appreciate the convenience of online shopping, but they do require a personalized experience. Studies show that 56% of customers are likely to return to a business when the experience is personalized. Personalization in 2022 can mean a lot of different things.

Personalization 75

Personalization 75

Kayako

APRIL 12, 2022

Check out these five case studies that will help you improve this process in your business. Scaling personalization in support is imperative to avoid customer churn. Kayako enables Namecheap to scale personalized customer service, the holy grail for companies with a high volume of repeat customers. Book a Demo today.

Customer Service 114

Customer Service Self service Education Technical Support 114

CSM Magazine

DECEMBER 29, 2023

As management students, we are often faced with the question of whether it is more effective to study alone or in a group. In this article, we will explore the benefits of group study and solo sessions, offering insights into how each approach can enhance your homework experience. Here are some key benefits of solo sessions: 1.

Accountability 52

Accountability Personalization Management 52

AWS Machine Learning

OCTOBER 6, 2023

The personalization of LLM applications can be achieved by incorporating up-to-date user information, which typically involves integrating several components. In this post, we elucidate the simple yet powerful idea of combining user profiles and item attributes to generate personalized content recommendations using LLMs.

Personalization 130

Personalization Engineering Construction Transportation 130

24-7 InTouch

JUNE 20, 2024

Download the case study to see the full impact of our training program and uncover insights that can drive your business forward. The post Case Study: A Strategic Approach to Driving Revenue Through Upselling appeared first on IntouchCX.

Upselling 52

Upselling Average Handle Time Metrics Sales 52

Acquire BPO

AUGUST 28, 2024

Half of consumers feel negatively about companies relying more on AI for customer support, citing downsides such as the lack of personal touch, decreased accuracy and longer resolution times. ” The post One Bad AI Experience Could Drive Customers Away, Acquire BPO Study Warns appeared first on Acquire BPO. Consumers are 2.5X

Chatbots 52

Chatbots Business Process Outsourcing Surveys Customer Support 52

Beyond Philosophy

SEPTEMBER 26, 2024

Listen to the podcast: Personalization is an exciting and developing area for Customer Experiences. Personalization is a significant area for our field, particularly with the assistance of artificial intelligence (AI) tools. What is Personalization? Not everybody needs to have things personalized. It does not.

CRM 221

CRM Personalization Education Marketing 221

SharpenCX

NOVEMBER 17, 2021

A study from Harvard Business School found that increasing customer retention rates by even 5% can boost your company’s profits by 25-95%. Even when something goes wrong, Spotify delivers a personal and unique customer experience. They make their customer experience as personal as possible.

Customer retention 145

Customer retention Personalization Accountability Customer Experience 145

Integrity Solutions

JULY 22, 2021

Studies from the Sales Executive Council, Gallup Research and Harvard Business Review has shown that employees who have had manager coaching: ? The Personal Case for Coaching. In addition to the business case, there is also a compelling personal case for coaching. You can become this person for those you coach.

Coaching 103

Coaching Personalization Sales Transportation 103

ShepHyken

OCTOBER 20, 2024

Personalization Done Right by Mark Abraham and David C. Spotify attributes a large part of its success to its personalized recommendations—its user base and revenues have both increased by 1,000% in the past decade to more than 600 million users and $14 billion, respectively. That is the epitome of successful relationship marketing.

Customer Service 191

Customer Service Customer centricity Entertainment Airlines 191

Babelforce

SEPTEMBER 15, 2021

Case study: Booz Allen. Case study: LUX Resorts. Take the following statistic: 7 percent of agents who collect personally identifiable information (PII) said they had been approached by someone inside their organization to share this data. Writing personal information on post-it notes for quick reference.

Call Center 102

Call Center Scripts Contact Center Airlines 102

Acquire BPO

AUGUST 26, 2024

Half of consumers feel negatively about companies relying more on AI for customer support, citing downsides such as the lack of personal touch, decreased accuracy and longer resolution times. Consumers are 2.5X more positive about their experience chatting with humans versus AI-powered bots. For more information, visit www.acquirebpo.com.

Business Process Outsourcing 52

Business Process Outsourcing Chatbots Transportation outsourcing 52

SharpenCX

OCTOBER 1, 2023

Personalizing the customer experience. While there’s a strong business case for customer experience personalization, doing it well can be easier said than done. Still, recent Deloitte research shows that more than 50% of customers say personalization efforts feel off-target and don’t meet their needs, preferences, and interests.

Personalization 67

Personalization Customer Experience Interactive Voice Response Contact Center 67

Beyond Philosophy

AUGUST 20, 2020

My smartphone feels a lot more personal to me than my PC. The second key takeaway from this study is that the reviews written on phones were more persuasive. In another paper, Professor Melumad’s research shows that people tend to be more self-disclosing of personal and intimate information on their phones relative to their PCs.

Transportation 870

Transportation Surveys Consulting Consulting 870

Russel Lolacher

FEBRUARY 13, 2023

In this episode of Relationships at Work, Russel chats with personal branding strategist Ana Lokotkova on how defining who you are in the workplace will help you standout and improve your employee experience. And I really felt like they wanted to add a personal touch. In what way? It’s such a broad concept.

Personalization 98

Personalization Coaching Education Marketing 98

CCNG

SEPTEMBER 11, 2024

Ranging from the intricacies of AI-driven personalization to the influential real-time analytical capabilities shaping proactive decision-making, these trends not only redefine operational structures but also signify a monumental shift in how contact centers engage with customers, aiming to provide unparalleled experiences.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

24-7 InTouch

APRIL 13, 2023

IntouchCX delivers industry-leading customer care solutions that help brands retain customers by delivering efficient and personalized service. Our top-tier support is paired with streaming services to increase and maintain customer satisfaction.

Customer Care 52

Customer Care Personalization Entertainment 52

TechSee

DECEMBER 22, 2019

Harvard Business Review conducted a comprehensive survey of call center representatives and classified them into seven different types, according to their personalities and approaches to the job. According to the study, empathetic agents were by far the most common type of rep within the contact center. Controllers or empathizers?

Call Center 124

Call Center Personalization Contact Center Self service 124