PeopleMetrics

FEBRUARY 11, 2025

Back in 2017, I wrote about the critical importance of communication in Voice of Customer (VoC) programs. I was emphasizing daily huddles and paper posters on walls - and while these personal touches still matter (a lot in some cases), AI has revolutionized how we can amplify these communications in ways I never imagined.

Voice of Customer 77

Voice of Customer Communication 2025 2017 77

TechSee

FEBRUARY 10, 2025

Sophie AI picks what works best for the individual user and your brand, based on real-time context and past interactions. True Scalability: AI handles complex tasks at scale, maximizing your ROI while freeing human agents to focus on those interactions that require a “human touch.” ” Curious how it works? The result?

Customer Service 124

Customer Service ROI Average Handle Time Multi-Channel 124

InMoment XI

FEBRUARY 25, 2022

Making the experience for customers positive and attractive at each point where the company interacts with them requires an in-depth understanding of both customer needs and how what the company currently does achieves that goal, particularly through the employees. Saboteurs , the employees who are the least committed to their employer.

B2C 397

B2C Employee Experience Culture B2B 397

BirdEye

APRIL 1, 2025

In 2025, your hotels online reputation acts as a silent front desk by: Shaping how potential guests perceive your brand Influencing their booking decisions setting expectations for the entire guest journey Now what lies at the heart of that reputation? It leads to more impressions, clicks, and ultimately, more hotel bookings.

Hotels 52

Hotels 2025 Books Management 52

GetFeedback

JANUARY 19, 2020

To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. . Text from sales team interactions. .

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

ShepHyken

DECEMBER 2, 2024

It’s not just about the products or services offered but the entire journey and interactions a customer have with a brand. Then, categorize all customer interactions to identify where improvements can be made. Plus, Edwin shares more insights from his book, Mastering the Customer Experience. They want personalization.

Customer Experience 80

Customer Experience Return on Investment Books Consumers 80

Experience Investigators by 360Connext

NOVEMBER 20, 2014

This recognition is of particular importance for SaaS (Software as a Service) companies, who are heavily dependent on renewing their existing book of business year after year as a part of their overall revenue strategy. Much of what makes for exceptional experiences is simple, clear, and transparent communication.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

CX Accelerator

MAY 25, 2022

You can’t find the answer in the knowledge base on the company website, instruction book or the FAQs. When you do reach out, you want to know that you’re in good hands and that an answer or resolution to your issue is waiting at the end of that interaction. Email is our main channel of communication with our customers.

2005 316

2005 2012 Social Media Contact Center 316

CSM Magazine

APRIL 10, 2025

By automating interactions with natural, human-like conversations, businesses can not only save time but also enhance the overall customer experience. Conversational AI refers to technology (like AI-powered chatbots) that enables automated communication, mimicking human interactions through text or voice. The result?

E Commerce 52

E Commerce E-support Books Healthcare 52

Experience Investigators by 360Connext

JANUARY 18, 2022

If a culture is touted as “customer first” or “customer-centric,” that mindset and strategy need to be pervasive in the way employees communicate and learn throughout their entire tenure, no matter their role. Make sure your definition of Customer Experience (and related terms) are clearly communicated and agreed upon. I tend to agree.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

InMoment XI

SEPTEMBER 18, 2024

Here are the top factors that make or break a great healthcare experience: Ease of Access : Make it simple for patients to book appointments, access test results, and communicate with your team. Scheduling Issues : Limited availability or complicated booking processes can drive patients away.

Healthcare 195

Healthcare Customer Experience Touchpoint Omnichannel 195

InMoment XI

MARCH 21, 2025

CI leverages artificial intelligence (AI), machine learning (ML), and natural language processing (NLP) to analyze customers interactions with your brand. These insights can help you understand customer intent, sentiment, and engagement patterns, improving decision-making, brand-customer communication, and overall customer experiences.

Insights 195

Insights Sales Interaction Metrics 195

GetFeedback

JULY 19, 2019

In life, each of us interacts with people who think we’re the greatest thing ever or the least impressive thing they’ve ever seen. In our daily interactions, we get feedback — some subtle, some not-so-subtle—that indicates what people think of us and whether or not they agree with our dress choices or driving decisions.

Social Media 262

Social Media Webinar Feedback Books 262

InMoment XI

JANUARY 17, 2024

Guest experience refers to the overall impression and satisfaction that a guest has during their interactions with a hospitality brand or establishment, such as hotels, restaurants, resorts, and attractions. It encompasses every aspect of their stay or visit, from the booking process and arrival to the accommodation, services, and departure.

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

Experience Investigators by 360Connext

OCTOBER 1, 2014

I love when we get microinteraction submissions from members of our community! Just as we preach around here, those small moments we have to interact with customers (or just fellow humans) are precious. Why One Bad Customer Interaction Could Haunt Your Brand. Empowered Employees Outshine "By the Book" Service.

2013 274

2013 E-support 2014 Social Media 274

Experience Investigators by 360Connext

AUGUST 20, 2024

Some reports and numbers are reported company-wide, but since Sam doesn’t interact directly with customers, they’ve never actually heard the customer’s “voice” or followed their stories. There’s a high likelihood they’ve never interacted with a customer!) Training has been focused on what tools to use, processes, and procedures.

Customer Centricity 282

Customer Centricity Culture Feedback Customer Journey 282

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. Follow on LinkedIn. Jeff is truly obsessed with customer service.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

GetFeedback

JUNE 22, 2019

We tend to respond very well when others use our name in their communication with us. Any interaction or touchpoint with your customer should be on brand. Use the tone of voice and language that you would use in any brand materials or support interaction. And there are some very good reasons for doing this.

NPS 304

NPS Net Promoter Score Feedback Brands 304

InMoment XI

FEBRUARY 7, 2024

Generic, one-size-fits-all communication and experiences aren’t an effective way to reach them. Integrated CX consolidates customer signals from a whole host of sources, including transaction history, reviews, surveys , website activity, and social interactions (among others). Travel Bookings: Online vs. Agency. ( [link] ).

Hotels 195

Hotels Guest Experience Travel 2023 195

CSM Magazine

MARCH 19, 2025

AI-powered communication is raising the bar, offering instant support and personalized product recommendations that feel surprisingly human. These complex systems use natural language processing with machine learning to create natural and adaptive interactions. Have you ever spent 45 minutes on hold just to ask a simple question?

Customer Satisfaction 52

Customer Satisfaction E Commerce E-support Banking 52

Inbenta

OCTOBER 30, 2024

These Conversational AI tools offer round-the-clock service, manage high call volumes effortlessly, and provide personalized customer interactions, all while cutting down on operational costs. This seamless communication lets customers feel heard and understood, without the limitations of preset commands or options.

Demo 52

Demo Interaction Books Communication 52

InMoment XI

APRIL 3, 2024

The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action. But with the advent of the information age and the communication technologies that support it, a new facet of customer experience has emerged: digital experience. Why is Digital Customer Experience Important?

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

BirdEye

DECEMBER 28, 2024

Or think about a busy professional who just cant seem to book a dental appointment because every clinic closes after 5 pm. Traditional communication channels often fall short, leaving patients frustrated and uncertain. Healthcare organizations can save thousands of dollars annually by automating routine communications.

Healthcare 52

Healthcare Multi-Channel Insurance Document 52

Beyond Philosophy

FEBRUARY 17, 2020

Messina coined the phrase Conversational Commerce in 2016 to describe all the changes happening in the way we interact with customers in the consumer marketplace. Specifically, it relates to how brands and consumers are going to communicate through messaging and social media. . Many times, these interactions surprised Messina.

Social Media 166

Social Media Call Center 2016 Multi-Channel 166

Kustomer

MAY 19, 2022

Businesses needed to bring those communications together in a single view to accelerate and personalize responses to customer requests. How might an interaction like this become even more personalized in the future? A customer can reach out on Instagram and the entire support interaction can take place there. Want to learn how?

Communication 92

Communication Demo Retail Omnichannel 92

BirdEye

JANUARY 24, 2025

Travelers now rely on social media platforms like Instagram, Facebook, and TikTok to discover and book their next trip. Increase direct bookings and reduce dependency on OTAs Third-party booking platforms and online travel agencies (OTAs) take a significant cut from each reservation.

Social Media 52

Social Media Hotels Marketing Travel 52

CSM Magazine

JANUARY 3, 2025

Instead, they operate on a global scale, interacting with customers from diverse linguistic and cultural backgrounds. AI-driven tools improve efficiency, accuracy, and scalability, enabling companies to handle multilingual interactions seamlessly. Businesses are no longer confined to local or regional markets.

2025 52

2025 E-support Customer Satisfaction E Commerce 52

Very Best Service

FEBRUARY 8, 2025

Travel and Hospitality The travel and hospitality sector thrives on timely communication. Travelers often turn to social media for assistance with bookings, cancellations, and real-time updates. This immediacy in communication is crucial in managing customer expectations and ensuring satisfaction.

Customer Service 52

Customer Service Social Media Healthcare Hospitality 52

BlueOcean

APRIL 15, 2019

From the retail experience to social media connections to issue resolution via the contact center, customers want their individual needs known and reflected in the interactions, services, and products they pay for. The trend of personalized customer experience has since transformed almost every industry as we know it.

Customer Care 189

Customer Care Social Media Contact Center 2019 189

InMoment XI

OCTOBER 8, 2024

Customer experience improvement refers to enhancing the interactions and overall satisfaction a customer has with your business across all touchpoints. A customer experience improvement program is a structured initiative designed to enhance the interactions a customer has with a brand. What is Customer Experience Improvement?

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

Win the Customer

DECEMBER 23, 2024

Hyper-Personalization at Scale: Trend: AI-powered tools are enabling hyper-personalization of customer interactions at an unprecedented scale. Implement personalized recommendations, proactive support, and tailored communication strategies across all customer touchpoints.

Customer Service 59

Customer Service E Commerce Social Media Travel 59

InMoment XI

JANUARY 10, 2023

CX operations, or customer experience operations, are all about the systems, automation, and lines of communication that make possible a unified, cross-functional approach to improving customer experience. Relationship data : Gather Net Promoter Score (NPS) data in-app or via emai l, or wherever you interact with customers.

Customer Experience 243

Customer Experience Management Touchpoint Net Promoter Score 243

CSM Magazine

FEBRUARY 3, 2025

When it comes to managing customer interactions and improving efficiency, more businesses are turning to AI tools to handle day-to-day operations seamlessly. From reducing missed calls to streamlining business automation, an AI receptionist can transform the way your business handles inquiries, appointments, and overall communication.

Books 52

Books Customer Relationship Management Customer Relationships Touchpoint 52

ShepHyken

MARCH 12, 2024

It could be military equipment or comic books. Communicate Your Company’s Personality: Once you know it, don’t keep it a secret. Manage Every Moment: I have always been a huge fan of Jan Carlson’s Moments of Truth concept, in which every interaction a customer has with a company is an opportunity for them to form an impression.

Workshop 157

Workshop Advertising Customer Service Training Books 157

GetFeedback

AUGUST 14, 2019

There’s a standard in each of these interactions, and that standard has likely caused you as a customer to pause and wonder if something can be done differently or better to improve the interaction. You might prioritize communication style and assurance that you understand the details of your visit. Free CSAT Calculator.

Download 268

Download Customer Satisfaction Measurement 2018 268

InMoment XI

JUNE 7, 2024

Positive reviews and glowing recommendations can drive bookings, while negative reviews can deter potential guests. Authenticity in your interactions and communications fosters genuine connections with guests and helps mitigate the impact of negative feedback.

Hotels 195

Hotels Management Social Media Hospitality 195

Thematic

MARCH 30, 2025

By digging into customer interactions, tracking trends, and using AI-driven tools, businesses can fine-tune their support strategies, boost agent productivity, and, increase customer satisfaction. Spot Emerging Trends Through Customer Interactions Customers constantly drop clues about what’s working and what’s not.

Information 62

Information Insights Customer Service Airlines 62