If you’re a WestJet customer, you may have gotten flight info, baggage allowances and even information on how to fly with your wedding dress from the Canadian airline’s digital agent. She responds in less than one second to the most frequently asked questions. With Juliet, WestJet is now solving 74% of all customer service queries via Facebook Messenger without needing any human intervention.
http://phocuswire.com/netomi-airline-outlook-artificial-intelligence/
Data Analytics is fundamental to enhancing the customer experience. Market research reveals, “90% of business managers think analytics is capable of boosting sales by more than 20%.”
Data evaluation allows a business to analyze what they did right and how can they further improve and where to focus more. Without analytics, a marketer can only hope for the best to happen.
http://dqindia.com/data-analytics-essential-enhancing-customer-experience/
Most people can name a negative experience they've had with a brand, and along with it usually comes a declaration of why they will never return to that company. According to the ACSI's latest Retail Report, shoppers are often unhappy with the customer service they receive, referring to it as "lackluster" and "underwhelming."
http://retailcustomerexperience.com/blogs/how-retailers-can-give-consumers-the-personal-care-they-expect/
By 2025, it is predicted that AI will power 95% of customer interactions. But what does this mean for the client experience industry?
AI technology will likely influence the client journey. While we have already seen iterations of AI in client experiences at work, like automated chatbots and content personalization, but there is still more to come. Read on to learn about three ways that AI will change the future of client experience.
http://learn.g2.com/ai-in-customer-experience/
Picture this: you’re managing a business that relies on field workers, the company is growing rapidly, customers are calling left and right, and you’re on a hiring spree to keep up with demand.
This is the honeymoon period, and more often than not, managers don’t realize how quickly that growth can turn into missed appointments, overworked employees, and poor cash-flow because of the added strain on inventory. By this point, managers are looking for a lifeline. Fortunately, that’s where field service management software enters the scene.
http://learn.g2.com/field-service-management-software-considerations/
As 2020 rolls around, many organizations are figuring out their Customer Experience (CX) strategy. Even with the elevated buzz around CX in the past few years, many brands still struggle to deliver an experience that brings the desired outcomes such as customer loyalty, satisfaction, and increased bottom line. It is important to really think carefully about your 2020 CX strategy, as no one wants to remain stagnant for another year!
http://business2community.com/customer-experience/how-to-get-more-from-the-voice-of-the-customer-in-2020-02264761/
The Economic Board recently started collecting customer feedback using Mopinion software. Curious as to their motives with our software, Mopinion decided to dig a little deeper and learn more about their intentions with our software as well as feedback goals in general. The Economic Board is a Triple Helix collaboration between government, knowledge institutes and the business community in the region of Arnhem – Nijmegen (the Netherlands), including Wageningen. They communicate about the exceptional potential of the region and connect parties with one another.
http://mopinion.com/the-economic-boards-kick-off-with-mopinion-software/
The Embed team was easily visible at IAAPA Expo 2019, thanks to the large white balloon that floated above the two-storey booth on the trade show floor. During the event, Renee Welsh, Chief Executive Officer, Andy Welsh, Chief Technology Officer and Sara Paz, Chief Marketing Officer took some time out to talk to Blooloop about the company’s new marketing strategy, as well as their latest innovations and the importance of the customer experience.
http://blooloop.com/features/embed-customer-experience-innovation/
There’s no denying that the focus on delivering great customer experiences (CX) has increased globally over the past few years. What once was a luxury that only a few companies had the resources to invest in (think Amazon and Netflix), has now become a staple on the CEO agenda.
In an extremely competitive world where customers demand a personalized experience, really knowing and understanding your customers is so crucial. But how do you do it well? This is where a lot of companies take a wrong turn.
http://customerthink.com/voice-of-the-customer-why-you-need-it-and-how-to-start-your-voc-program/
Alexa, Siri, Google Voice Assistant. These have become household names, and indeed are members of many households, helping us with information, entertainment and even shopping. All four of these, as well as others under development, are platforms that seek to provide the answers to the questions their users are asking — all their questions.
But like humans, there are some things that these AI-based voice assistants do better than others. Ask Alexa to tell you a joke, and she'll dig deep into her archives to tickle your funny bone. Ask Siri where the best Mexican food in the neighborhood is and he'll come back with a list that will run the gamut of south of the border regional cuisine, from Bajas to Veracruz.
http://retailcustomerexperience.com/blogs/what-retailers-really-need-in-a-voice-assistant-platform/
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