TechSee

OCTOBER 7, 2024

In our previous blog, we explored how visual service and AI technologies are redefining customer experience (CX) across various industries. The fusion of financial and environmental gains through TechSee’s visual intelligence solutions is revolutionizing the way businesses operate and engage with customers.

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ROI White Paper Travel Return on Investment 124

TechSee

DECEMBER 12, 2017

To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints. Considering that contact centers today hold immense repositories of customer data, processing this information is no simple feat.

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Omnichannel White Paper Contact Center Touchpoint 143

Beyond Philosophy

MAY 14, 2015

Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance. As many as 2/3 of Customer service interactions will occur without human-to-human contact.

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TechSee

SEPTEMBER 30, 2024

In today’s tech-savvy world, customer expectations for service efficiency are higher than ever. Traditional support methods are struggling to keep pace with rising demands, but visual service and artificial intelligence (AI) are stepping up to transform customer experiences (CX) across various industries.

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White Paper Automotive Download Customer Satisfaction 109

CSM Magazine

JANUARY 15, 2025

According to PwC , 59% of customers will switch to a competitor after several negative support experiences. In fact, 17% of them will leave after only one bad interaction. The verdict is clear as daylight: quality customer service is the key to retention. Customers expect solutions, not more questions.

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White Paper Communication Interaction Customers 52

CloudCherry

JANUARY 22, 2020

A recent Forrester white paper entitled How to Transition Your Voice-Of-The-Customer Vendor explains that “failure is not always the vendor’s fault.” Not Monitoring Changes in Customer Perception. But voice of the customer data can also come in real-time. Failure to translate insights into action.

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White Paper Social Media Feedback 2019 243

Beyond Philosophy

SEPTEMBER 7, 2015

You will become a valuable resource to your customers when you post information about your products and your industry. Post blogs, articles and create white papers that share information on the latest and greatest happening, not just with you and your company, but in your industry. That means you interact.

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Social Media Engagement White Paper Blog 166

ShepHyken

MARCH 26, 2019

AI shouldn’t replace humans; it’s meant to aid and augment both the employee and customer experiences. AI might be more useful to employees rather than customers. Social media has transformed how customers and businesses interact. You don’t have to go above and beyond to create an exceptional customer experience.

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White Paper Contact Center E-support Social Media 126

Beyond Philosophy

JANUARY 23, 2021

We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thing to do, no silver-bullet-solution for Customer Experience. Key Ideas to Improve your Customer Experience. Customer Experience Information & Resources.

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2021 White Paper Customer Experience Consulting 88

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. People who interact with such companies feel safe, secure, and pleased in their dealings.

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Financial White Paper Books Airlines 144

Storyminers

JANUARY 26, 2015

From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems. Companies were the early adopters.

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White Paper Customer Experience Design Blog Article 70

Comm100

JANUARY 6, 2022

If you found out that your customers would pay more for a better customer experience (CX), would you consider investing in improving this experience? 67% of customers said they would spend more money if they received a better customer service experience. Personalized . Accessible.

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2022 Customer Experience Omnichannel White Paper 98

Avaya

JANUARY 29, 2019

Equally important is the quality of customer experience that agents deliver to customers. After all, customer experience in its simplest definition is measured in the relationship customers have with a brand. Read the “ Using Workforce Optimization to Enhance Your Customer Experience Strategy ” white paper.

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White Paper Engagement Contact Center Customer Experience 67

Beyond Philosophy

NOVEMBER 28, 2016

Several years ago, in worldwide customer service experience research conducted for a major high-tech client, to drive stronger downstream customer behavior, it was found that processes and customer interaction had to take service employees well beyond the basics of knowledge, efficiency, and friendliness.

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Engagement White Paper 2015 Consulting 145

Beyond Philosophy

SEPTEMBER 13, 2016

Up until electronic interaction – the Internet and wireless devices for accessing the web on a mobile basis – changed the character of communication and engagement forever, companies frequently deluded themselves that they were in control of the awareness and influence processes. Seek to leverage and influence, not control.

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Social Media White Paper Multi-Channel B2C 136

TechSee

OCTOBER 19, 2021

Visual assistance is an emerging technology powered by video and augmented reality that allows users to instantly stream their mobile device camera or screen for real-time, interactive visual engagement. Is visual assistance the answer to how to reduce returns? Truck Roll Rates, and. First Contact Resolution.

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E Commerce White Paper E-support Retail 124

GetFeedback

FEBRUARY 15, 2019

Interested in learning more about your customers so you can improve products, enhance customer experience , and ultimately drive growth? Net Promoter Score is a trusted measure of customer loyalty. It can help companies understand their audiences by quantifying customer sentiment toward products and services.

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Net Promoter Score NPS White Paper Feedback 150

Uniphore

DECEMBER 13, 2021

Today’s retail customers have higher expectations than ever—particularly when it comes to digital customer experience. Shaped by the global pandemic, which forced billions to adopt new shopping behaviors, customers are notably less patient, more demanding and more proficient online. Download The Article.

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Retail Net Promoter Score Customer Experience Download 105

Talkdesk

DECEMBER 1, 2020

More than 60% of customers are extremely willing or very willing to switch brands to have a better customer service experience. Customer experience (CX) is critical to retaining and driving business and the mandate to improve it is constant.

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Contact Center White Paper Roadmap Webinar 104

Comm100

FEBRUARY 11, 2025

Think about the last time you had a frustrating customer experience; maybe a bank that put you on hold for an hour, or an airline website that somehow made it impossible to book a flight without a degree in cryptography. Now imagine that level of friction stretched across four (or more) years of a students life.

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White Paper Financial Banking Demo 52

Talkdesk

DECEMBER 10, 2020

If modernizing your customer experience (CX) isn’t one of the top priorities for the leaders in your organization, it should be. What challenges, shortcomings or missed opportunities will your business experience by staying on-prem? Migrating a contact center to the cloud can drive your digital transformation program forward.

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Contact Center White Paper Transportation Roadmap 115

Totango

AUGUST 23, 2022

B2B customer journey touchpoints are occasions when business customers interact with a brand. For example, a website visit, an online sales purchase and a phone support call are all potential customer journey B2B touchpoints. Touchpoints can be categorized in terms of: Where they occur in a customer’s lifecycle.

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Touchpoint Customer Journey B2B Customer Journey Mapping 122

Clarivate

OCTOBER 7, 2021

Kerri Nelson , Chief Operations Officer, Clarivate talks about how companies can improve their end-to-end customer experience, treating everyone as a customer. Now known as Clarivate Customer Experience Services , the team helps companies improve their customer experience in order to drive deeper customer insights.

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White Paper Customer Experience Consulting 2019 59

Quadient

MAY 23, 2022

Customer experience (CX) is the new marketing battleground. Customers who perceive their interactions with your company as highly positive purchase more of your products and/or services, purchase more frequently, are more loyal, and are more likely to share their positive views with personal contacts and online communities. .

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Contact Center White Paper Document Social Media 105

Totango

MARCH 8, 2022

They are affiliated with the Customer Success Association, a membership organization dedicated to providing information about the CS profession and helping CS professionals connect. Their forum is geared toward both customer success and customer experience professionals. Support and Success Boston.

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2022 Customer Success White Paper Seminar 122

Kayako

MAY 13, 2022

Simply put, customer satisfaction measures whether your products and service meet or exceed your buyers’ expectations. Customer satisfaction affects the bottom line because it is a critical predictor of retention and repeat revenue. Fortunately, customers also like to help themselves. Understand What Your Customers Need.

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White Paper E Commerce E-support Customer Satisfaction 110

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Customer Centricity.

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Article Customer Experience 2009 White Paper 48

Calabrio

JANUARY 2, 2020

As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand. In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product.

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Brands White Paper Social Media Webinar 88

Comm100

MAY 20, 2020

If you want to find out more about omnichannel customer engagement and how to handle interactions across channels with more control and less effort, download the White Paper below: Free Download: Customer Engagement 2020 White Paper. White Paper. Download Now.

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Omnichannel White Paper Customer Service Download 64

Customer Interactions

JULY 7, 2015

In its new white paper You Can Have It All: Satisfied Customers AND Profitable Operations, industry analyst firm Frost & Sullivan confirmed that optimizing customer interactions is critical to improving business performance. They do this by first listening “(across channels) to understand customer intent.

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White Paper Social Media Customer Experience Interaction 28

Bold360

NOVEMBER 16, 2016

Living inside their Messenger platform, M (Facebook Messenger’s virtual assistant) was billed as the next generation of how people connect and interact with the internet. Another major perk; they allow brands to field many more requests for information than they ever could via traditional means of customer service.

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Customer Service White Paper Customers Brands 86

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies.

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Customer Success White Paper Loyalty Webinar 80

inmoment

JUNE 17, 2019

Brands are being inundated with talk about consumers’ increasing expectations when it comes to customer experience (CX). And as businesses deliver more creative and engaging experiences, forming impactful customer relationships becomes more difficult. So how can brands keep up with the change?

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2019 Customer Experience White Paper Definition 53

Totango

MARCH 16, 2021

Engagement: prospects interact with a brand’s website and become freemium users. Conversion: freemium users convert to paying customers. Onboarding: customers complete the set-up process to begin using their purchase and deriving the value they paid for. What should we be doing to optimize their experience?

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B2C Customer Journey B2B Customer Journey Mapping 118

TechSee

MARCH 19, 2018

With structured data analysis, predictive analytics can now be performed by extracting information from mass amounts of data and using it to predict trends and future behavior patterns, such as customer churn. But there is still one missing element that has barred AI from radically transforming the customer experience.

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Call Center White Paper Contact Center Customer Care 84

Zeisler Consulting

SEPTEMBER 15, 2021

Here it is: The purpose of Customer Experience as an endeavor (a department, a practice, a field of study, etc.) That’s on purpose, because the more I think about the “ ROI of CX ,” the more I realize that we in CX are writing checks that the Customers’ experiences alone (no matter how awesome they may be) can’t cash.

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White Paper Sales Brands ROI 93

SaleMove

MAY 14, 2021

Digital Customer Service helps make make any live interaction with customers simple and easy. P&C insurers can layer rich collaboration on any of their existing quoting, application, servicing or claims web experiences.

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Insurance White Paper Contact Center Call Center 52