Tag: Customer Service

Analytics & Data

11 Top Customer Service Metrics to Measure

March 25, 2024

Via: CMSWire

Understanding customer needs and expectations is a necessity, yet it still remains a challenge for many organizations. In fact, less than 1 in 5 organizations say they understand their customers well, according to CMSWire’s State of Digital Customer Experience report. […]


How to Improve the B2B Customer Experience

January 19, 2024

Via: B2B News Network

There’s one major thing that sets businesses apart from the competition. It’s the customer service you offer. It’s their level of service that sets businesses apart. Think about two identical businesses, if one offers better service, that’s the one most […]

Analytics & Data

Customer Data Analytics and AI: The Smart Path

January 12, 2024

Via: CMSWire

Businesses have long understood the importance of customer data management: collecting and analyzing data to better serve customer needs and optimize the way they operate. Yet, extracting meaningful insights from vast amounts of information in a timely manner has always […]

Advertising & Marketing, Technology

Building Strong Customer Relationships Through Social Media

October 30, 2023

Via: CMSWire

Social media presents a valuable opportunity for brands to strengthen customer relationships and loyalty. By thoughtfully engaging audiences across platforms, brands can foster meaningful connections that drive growth. With its real-time engagement and intimate reach, platforms such as Facebook, Twitter, […]

Technology, Website design and optimization

Virtual Agents in Contact Centers: Ushering in a New Era of Personalization

August 2, 2023

Via: CMSWire

Virtual agents are becoming increasingly important to enable companies to handle growingly complex types of queries, as well as to help agents in contact centers to deliver better CX. Virtual Agents in Contact Centers: A Brief History In the 1990s, […]

Advertising & Marketing, Technology

Transforming Customer Interactions With AI-Augmented CX

June 30, 2023

Via: CMSWire

From customer service chatbots that respond to customer questions and handle multilingual inquiries, to tech that provides hyper-personalized recommendations, automates processes and reduces fraud, AI-augmented tools save human workers precious time by streamlining the shopping experience and handling the “grunt […]

Advertising & Marketing, Technology

How the Different Types of Conversational Marketing Tools Work Together

May 3, 2023

Via: CMSWire

While it would be nice if we could provide every customer with their own personal concierge during the buying and post-purchase journey, for all but a handful of brands that simply isn’t possible. What’s more, not all customers even want […]

Advertising & Marketing, Technology

Real-Life Customer Experience Fails — and Lessons Learned

March 21, 2023

Via: CMSWire

While positive employee experiences can enhance customer experiences, negative employee experiences can have the opposite effect. A famous SNL sketch parodies the frustrating experience of trying to cancel cable service, with a customer being repeatedly put on hold, transferred to […]

Advertising & Marketing, Technology

Top 5 ChatGPT Prompts for Customer Experience Professionals

February 21, 2023

Via: CMSWire

In a world where customer experience (CX) is increasingly important, CX professionals need to stay ahead of the curve. That’s where ChatGPT comes in. This cutting-edge generative artificial intelligence (AI) has the potential to change the way CX leaders do […]

Advertising & Marketing, Technology

ChatGPT’s Impact on Customer Experience and Marketing

January 3, 2023

Via: CMSWire

The AI-driven ChatGPT chatbot has been causing leaders across industries to take notice of what many believe to be the most humanlike AI chat interface developed to date. With a chatbot that is capable of producing content and conversations that […]

Advertising & Marketing, Technology

Why Customer Service Is the New Marketing

October 6, 2022

Via: CMSWire

Happy customers make for a strong brand. Companies that provide excellent service to their customers not only boost retention, but can also positively impact marketing through message amplification, positive reviews and strong public perception. Despite this clear opportunity, however, marketing […]


Today’s B2B Customers Don’t Want to Talk to You. Is That OK?

August 22, 2022

Via: CMSWire

Over the years, shopping in grocery stores has become an ever more isolated experience. What once involved a friendly chat with a cashier is now all shrill self-service checkouts. Next up, checkout free stores that let you walk out with […]

Analytics & Data

3 Ways Sentiment Analysis Can Improve the Customer Experience

July 25, 2022

Via: CMSWire

Automated sentiment analysis can provide actionable insights to brands, allowing them to better understand how customers feel when they encounter pain points along the customer journey or when they have positive, emotionally satisfying experiences. How are brands today using sentiment […]

Platforms, Technology

Do Your Customers Trust Your AI?

July 19, 2022

Via: CMSWire

The use of artificial intelligence (AI) is becoming more and more prevalent in our lives. Between our digital assistants, chatbots, virtual assistants, automobiles and recommendation engines across industries such as medicine, finance, insurance, manufacturing, marketing and entertainment, AI is everywhere. […]


3 Reasons Why Cloud Contact Centres Are the Next Step in Customer Success

April 25, 2022

Via: Nakisani Jacobs

At the same time that the implications of the global pandemic have created difficulties for many, they have also sparked an opportunity for growth and change.  One key area that has continued to evolve even as we return to a […]

Advertising & Marketing, Technology

A Guide to Understanding, Evaluating and Optimizing CX

April 8, 2022

Via: CMSWire

Businesses thrive when their customers are happy. Why? Because those people spread the word about the good customer experiences they’ve had, becoming brand ambassadors. They also return to spend more money. Customer experience (CX) is vital to your brand’s success. […]


Checklist for a Post-pandemic B2B Surge

May 10, 2021

Via: Practical Ecommerce

Many B2B businesses are already experiencing a post-pandemic surge. Certainly the revenue growth is welcome, but it can bring challenges as well. Here is a checklist to prepare for pent-up demand. B2B Checklist Communicate out-of-stocks. Supply chains have not stabilized. […]


5 Practices That Will Improve Your Ecommerce Customer Service

April 30, 2021

Via: Diana Beverly Ross

Customer service is often considered the backbone of an ecommerce business, and it’s no surprise. With growing buyer expectations, customer service is crucial now more than ever for a business to remain competitive in the ecommerce marketplace. There were 263 […]


AI: Chatbots Versus Human Customer Service

May 6, 2020

Via: DigitalistMag

Technology has always fascinated humans. We’re constantly looking for better ways to perform tasks in order to maximize our profitability and effectiveness, whether in sports, business, education, research and development, governance, agriculture, or arts and culture. Artificial intelligence (AI) technology […]

Mobile Commerce

The chatbot impact on ecommerce

October 22, 2019

Via: Get Elastic

Customer service is more than a compliant department – it’s the act of providing assistance to the customer before, during and after a purchase. Its widely accepted that customer retention is cheaper to customer acquisition. A mere increase of 5% […]