analytics
Lots of companies talk about keeping customers satisfied, happy or even “delighted,” but a new study has dug deeper by measuring a range of emotions across tens of thousands of call-center conversations. The research makes some unsurprising findings (customers score interactions lowest when they feel anger, for example), along with
AI
Already a dominant force in customer relationship management, Salesforce is now laying claims to be the “world’s smartest CRM” with the launch of Einstein, its new artificial intelligence. Einstein, Salesforce says, not only adds new AI capabilities to its existing platform of applications for sales, service and marketing professionals…
customer experience
What does it take to turn an organization around from poor customer service to good… or at least better? Digital technologies and automation help, but part of the solution lies with things that are a lot less sexy, according to Forrester Research. In its latest assessment of how U.S.
automation
It’s no wonder that a generation used to always-on, instant communication should prefer to access customer service just as quickly and conveniently. But Generation Y’s desire for easy interactions with businesses has been greatly aided by an innovation that wasn’t available until not too long ago: private
competition
Think back to the best recommendations for businesses you’ve ever heard from friends and colleagues, and you’ll probably find a common thread running through most of them: really great customer service. Maybe an employee was remarkably knowledgeable about a product someone was having trouble with. Or maybe a