Articles
Tag: customer service
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Why a Great Company Story Begins With Technology
Customer experience starts with the first interaction a person has with a company.
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Google Duplex’s Conversational AI Shows a Path to Better Customer Service
Speech technologies are now part of the customer service mainstream.
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Don't Base Your Brand Community on Hope: Research Matters
Building brand community requires research.
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Why I Hate Customer Service Chatbots
Chatbots used for customer interactions leave most people more irritated than amazed.
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A Good Chatbot Is Hard to Find
In B2C sales, the single most important capability of a chatbot is to recognize when it is time to retreat. Sadly, the technology is not there yet.
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How an Engaged Front-Line Workforce Contributes to Great Customer Service
A look at how truly engaging your front-line workforce will improve customer service.
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The Humanoid Touch: How AI is Changing Customer Experience
Contact centers need to understand how they can improve the flow of customer engagement to reap the benefits of AI-infused approaches
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How to Address Consumer AI Privacy Concerns
A very real concern companies must focus on is that customers fear AI may compromise their data privacy online.
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How to Measure Customer Experience Beyond Net Promoter Score
Satisfied customers will drive your business. Your task is to improve your customers’ experience. Here's a look at how to measure it.
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3 Ways to Reduce the Cost of Customer Support Operations
New customer support technology can help you automate and enhance your company’s support operations in a way that boosts internal efficiency and saves money.
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Why Augmented Reality Will Be Your Next Customer Channel
Augmented reality will soon be essential to the customer experience, and customers will be able to complete transactions entirely within AR environments.
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Mastering the Art of Emotional Customer Experience
Marketers must interact with people where it counts by practicing the art of emotional customer service.
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Does Your Company Need a Chatbot?
A look at the strengths and weaknesses of various customer interaction channels shows that no business can forgo chatbots or voicebots.
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CMSWire's Top Customer Experience Stories of 2017
Methods to creating a great customer experience keep evolving with no end in sight and so we look back on the CX stories that resonated most with our readers.
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