eglobalis

OCTOBER 30, 2024

As organizations aim to boost productivity, engagement and overall satisfaction, AI technologies are becoming essential tools The Gist AI boosts productivity. AI tools enable faster, more efficient service delivery, enhancing employee satisfaction and customer experience. Faster hiring process. Leveraging AI cuts recruitment time by half, ensuring quicker staffing with quality candidates for better service continuity.

Employee Experience 376

Employee Experience 2028 Telecommunications Customer Satisfaction 376

InMoment XI

OCTOBER 30, 2024

Did you know that one negative experience is enough for 50% of customers to switch to a competitor? This is especially true in insurance, where customers have diverse preferences and a growing demand for personalized services. There are several best practices, trends, and challenges you need to consider to deliver an exceptional customer experience in insurance.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

BlueOcean

OCTOBER 30, 2024

With global growth expected to remain flat and underwhelming in 2025, it’s clear that caution is in the air. Consumers are spending as hesitantly as businesses. That means customer expectations are high, and only companies that meet them will gain loyal buyers and thrive in the coming years. As your business grows and scales to meet the increasing weight of customer demands, decisions must be made – especially when it comes to your customer support operation.

Contact Center 156

Contact Center 2025 Culture Customer Service 156

Optimove

OCTOBER 30, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: It is crucial for brands to understand AI’s risks in marketing to harness its benefits without compromising customer trust and loyalty. This blog discusses what marketers should be aware of and how to proactively address AI’s most significant challenges. Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry special insights and more The Big Picture : AI in marketing brings numerous advanta

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

2024

Thematic

OCTOBER 30, 2024

Strip away all the fluff, and your organization's success ultimately hinges on one thing—how well your products and services meet your customers' needs, wants, and desires. But unless you actively seek and listen to what they’re saying and analyze customer behavior, your products and services will likely be out of sync with their evolving expectations.

Voice of Customer 62

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Inbenta

OCTOBER 30, 2024

At a time when immediate and efficient customer service is paramount, callbots and voicebots are emerging as game-changers. 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. Customer service is always in demand.

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CSM Magazine

OCTOBER 30, 2024

Five9 has been recognized by Gartner as a Leader in the Magic Quadrant for CCaaS (Contact Center as a Service) due to its strong Completeness of Vision and Ability to Execute. The Five9 Intelligent CX Platform, powered by Five9 Genius AI, offers a range of solutions aimed at enhancing customer experiences through AI-driven interactions that lead to improved business outcomes.

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Inbenta

OCTOBER 30, 2024

DALLAS, TX — October 16, 2024 — Inbenta is proud to announce a fresh overhaul of our industry-leading Conversational AI platform, featuring new branding and revamped product names that better reflect our mission: to pioneer the future of customer experience for both our clients and their customers. We are excited to introduce a more refined, representative, and easily recognizable look for our suite of AI-powered products: Chat: Human Touch with Superhuman Accuracy Previously known as Chatbo

Omnichannel 52

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CSM Magazine

OCTOBER 30, 2024

In today’s competitive market, providing exceptional customer service over the phone is more important than ever. Telesales representatives are often the first point of contact between a company and its customers, making it crucial to leave a positive impression. Here are ten tips to enhance the customer service experience in telesales via sales outsourcing. 1.

Customer Service 52

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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.

Voice of Customer

Inbenta

OCTOBER 30, 2024

As the holiday season approaches, businesses are starting to grapple with an overwhelming number of customer requests. Conversational AI solutions help businesses keep their customer service prompt, efficient and continuous, even at the busiest times. The following is an excerpt from our latest white paper, “ Peak Performance: Mastering Customer Service Spikes with AI. ” What makes a good customer experience?

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CSM Magazine

OCTOBER 30, 2024

The sixth annual Customer Happiness Awards (CHA) were recently held at The Westin Dubai Mina Seyahi, with His Highness Sheikh Humaid Bin Khalid Al Qasimi in attendance, emphasizing the importance of recognizing companies leading in customer engagement. The awards, organized by Plan3Media, celebrated 53 companies across 16 categories for their exceptional efforts in enhancing customer experiences and embedding customer satisfaction into their operations.

Telecommunications 52

Telecommunications Innovation Customer Service Government 52

SurveySensum

OCTOBER 30, 2024

What is the key to creating and delivering personalized experiences that resonate with your customers? Simple – understanding who your customers are, what they expect, and what motivates them. And that’s where customer profile surveys come in! So, what are these surveys? How are they helpful in giving you actionable insights into customer expectations to tailor your products, services, and marketing strategies?

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West Monroe

OCTOBER 30, 2024

The accuracy and reliability of data can make or break an organization. Globally, data has grown year-over-year since 2010 and estimates project 181 zettabytes of data to be generated in 2025. And yet bad data is so pervasive that it costs U.S. companies a staggering $3.1 trillion annually. Decisions based on flawed data can steer your business in the wrong direction.

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The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.

2024

Inbenta

OCTOBER 30, 2024

As the pace of business picks up, meeting customer expectations while delivering timely and accurate information can be a challenge. Semantic clustering, a patented machine learning technology offered by Inbenta , lets companies uncover content gaps and enrich their customer experience.   Here’s something obvious but worth repeating: Customers don’t like it when they can’t find something on your website.

Airlines 52

Airlines Demo User Experience Information 52

CSM Magazine

OCTOBER 30, 2024

Brian Niccol, CEO, Starbucks Starbucks’ new CEO, Brian Niccol, has unveiled a plan to address declining sales and improve the customer experience, acknowledging past difficulties in customer interactions. The company reported a third consecutive quarter of declining sales, with North American same-store sales down by 6%. Niccol took the reins with “Back to Starbucks,” a sweepingly simpler menu, easier-to-digest pricing, straight-shooting communication, and a vow to eliminate op

Leadership 52

Leadership Customer Experience Exceptional Customer Service Sales 52

Inbenta

OCTOBER 30, 2024

The digital age has ushered in a new era of autonomy, where internet users and employees increasingly prefer to find answers and complete tasks on their own. Digital self-service solutions have emerged as a powerful tool in this context, letting users navigate websites and intranets without needing direct assistance from customer support or HR departments.

Omnichannel 52

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Uplight

OCTOBER 30, 2024

Uplight’s Updates and Alerts are proactive messages that keep customers updated about their energy usage and notify customers if they are trending towards a higher-than-typical bill. These alerts are part of Uplight’s Energy Efficiency and Electrification solution, which helps utilities deliver exceptional customer experiences across channels while driving cost-effective energy savings and program enrollments at Read More The post How Personalized Energy Alerts Boost Customer Engagement and Sati

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

White Paper

CSM Magazine

OCTOBER 30, 2024

Providing top-notch customer service often requires significant resources and financial investment. Whether you’re looking to expand your team, improve training programs, or invest in new technologies, securing the right funding is crucial for scaling your customer service operations. In this article, we’ll explore several funding options to help you enhance your customer service capabilities and stay ahead of the competition.

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Think Customers

OCTOBER 30, 2024

“With great power comes great responsibility.” That proverb may be traced to Voltaire and Spider-Man, but it’s contact center leaders who see the impact data and analytics are already having on the front line — and the obligations that come with it. Forward-thinking leaders who prioritize the customer experience across a wide range of business sectors shared their insights, experiences, and some cautionary tales with CCMA earlier this year.

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CSM Magazine

OCTOBER 30, 2024

Prism+ prioritizes personalized problem-solving and human interaction, exemplified by COO Joseph Tsao’s hands-on approach to addressing customer complaints by visiting their homes. The company’s people-first mentality drives product development decisions based on customer feedback and real-world usage scenarios, leading to innovations like personalized setup assistance for complex TV setups.

Interaction 52

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Inbenta

OCTOBER 30, 2024

DALLAS, TX – September 23, 2024 – Inbenta, a global leader in artificial intelligence and customer engagement technology, proudly announces the launch of a new Agent Chat for its Benti live agent support tool. It’s part of a series of enhancements that reimagine the Benti experience to make it an even more powerful resource for customer support. The rebuilt Benti support tool will be implemented in four phases, beginning with Agent Chat.

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Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

CSM Magazine

OCTOBER 30, 2024

Quirky Campers, a campervan rental company based in Bristol, has been awarded the ‘CX Team of the Year – SME’ at the UK Customer Experience Awards. The company stood out among competitors like Protein Works, EasyJet Holidays, and Smarty Mobile for its exceptional customer service and adept handling of relationships between customers and campervan owners.

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Inbenta

OCTOBER 30, 2024

Voluntarily following e thical AI guidelines helps build customer trust. Implementing security controls, human oversight , and transparency is crucial , as is regulatory c ompliance. The keys to getting there are c ontinuous testing, authentication and enhanced security measures , along with an open, transparent approach. Voluntary ethical guidelines around the use of AI are important for many reasons — one of which is building customer trust.

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Demo Insurance Healthcare Call Center 52

CSM Magazine

OCTOBER 30, 2024

Security officer Musa Dlamini from the Ministry of Commerce, Industry and Trade, Eswatini, was honored with the Customer Service Personality award at the Customer Service Excellence Awards. Dlamini, who has served as a security officer for 34 years, upon receiving the award said that he was simply carrying out his duties. As well as Dlamini, other individuals were recognized at the event, including Vusumutiwendvodza Matsebula, Nano Xavier, and Justice Jumbo’ Khumalo, for their outstanding contri

Tourism 52

Tourism Customer Service Hospitality Events 52

Inbenta

OCTOBER 30, 2024

Search engines have gone from rudimentary manual systems to sophisticated AI-powered chatbots. This article delves into the key milestones that have shaped the way we search and interact with information online. The search engine has come a long way. Before information went digital, people relied on manual systems like index cards and library catalogs.

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2010 Demo Technology Interaction 52

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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience