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The proliferation of data is just one of the challenges of an increasingly sophisticated sales landscape—and salespeople need all the digital help they can get.
Customers are more likely to remember how you made them feel than what you said or did. (Featured on SmartCustomerService.com.)
Omnichannel contact center platforms are the key to keeping Millennial contact center agents happy and engaged. (Featured on SmartCustomerService.com.)
Artificial intelligence can have a dramatic effect on customer service, if you use it correctly. (Featured on SmartCustomerService.com.)
When you can interface with a vacuum cleaner more easily than you can with a major financial institution, something is clearly wrong with digital customer service. (Featured on SmartCustomerService.com.)
Chatbots can't quite mirror pure human interactions, but the time will come. (Featured on SmartCustomerService.com.)
Tips of the trade to help companies improve their interactions with customers. (Featured on SmartCustomerService.com.)
To achieve financial results, too many marketers have been using a right-brain approach (creativity) when a left-brain approach (data and analytics) is what's called for.
At first you might be winging it, but with good personnel, processes, and technology (not to mention time, effort, and accountability), you'll be on your way to true customer success.
Don't be deterred by these misconceptions: Customer journey analytics can be critical to your customer experience—and your bottom line.
Not securing leadership buy-in and failing to plan for necessary expenses and expertise are among the pitfalls.
For truly exceptional customer experiences, companies will need a strong combination of automated customer care and human representatives.
Incentives work when they balance metrics, human behavior, and desired outcomes. (Featured on SmartCustomerService.com.)
Agent training should involve real-world customer support scenarios. (Featured on SmartCustomerService.com.)
Retailers need to reevaluate the experiences they deliver to consumers across all touchpoints. (Featured on SmartCustomerService.com.)
To improve customer service interactions, apply the Peak-End Rule. (Featured on SmartCustomerService.com.)
Artificial intelligence's infusion into marketing and customer service is enabling more conversational interactions. (Featured on SmartCustomerService.com.)
Changes are coming, and you can't count on vendors to prepare you or your workforces for them. (Featured on SmartCustomerService.com.)
Chatbots, combined with robotic process automation, can support more complex customer requests more quickly. (Featured on SmartCustomerService.com.)
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