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The hype around artificial gives way to real-world use cases where bots and virtual assistants can help in customer service. (Featured on SmartCustomerService.com.)
Technology failed the retail giant, but so did its lack of focus on the right customer service strategies. (Featured on SmartCustomerService.com.)
Survey design has everything to do with whether customers will provide their feedback. (Featured on SmartCustomerService.com.)
Customer service is the responsibility of everyone in your company, from the CEO to the janitor. (Featured on SmartCustomerService.com.)
A surprising number of businesses are still not integrating their customer software systems, and that's bad for business. (Featured on SmartCustomerService.com.)
Artificial intelligence needs to be at the center if companies will have any chance of truly personalizing interactions. (Featured on SmartCustomerService.com.)
Chatbots need to be more functional if we want customers to use and like them. (Featured on SmartCustomerService.com.)
Making all of your middle-performing reps even slightly better can lead to big gains for your bottom line.
Marketing budgets will go to waste if customers continually drop out of poor user experiences.
Here are four keys to inspiring loyalty in the digital, data-driven, omnichannel era.
The crucial first step: Know your customers, and what they want.
As B2B marketers gain access to advanced tools, analytics and practices, they may hit some barriers along the way. Here's how to avoid them.
Mobile technology and social integration means more channels and more data, helping to fuel these three trends in the coming year.
Create an environment that gives reps the confidence to help customers at any touch point.
Customer complaints and business success are not necessarily mutually exclusive. (Featured on SmartCustomerService.com.)
How companies can leverage a hybrid agent-assisted/self-service approach for better customer experiences. (Featured on SmartCustomerService.com.)
Regardless of how it's used, artificial intelligence will definitely impact customer service. (Featured on SmartCustomerService.com.)
IVAs have much greater potential than IVRs, but vendors still have work to do to move the technology beyond the hype stage. (Featured on SmartCustomerService.com.)
Fully understanding customer interactions through customer journey analytics can keep consumers coming back. (Featured on SmartCustomerService.com.)
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