Archives for Customer Engagement

AI is Changing the Customer Experience Forever

How do you keep your eye on businesses efficiency while also focusing on delivering personal customer experiences? In the past, you could either have one or the other, not both. Today, artificial intelligence machines are taking business capabilities to new heights, fueling a “customer experience revolution” that is both personal and offers efficient service delivery. What exactly is artificial intelligence? What do you think of when you hear the words “artificial intelligence?” Robots? The 1962-1963 Hanna-Barbera cartoon The Jetsons? Sure, AI is sort of like that, but even better. Artificial intelligence is frequently the catch-all phrase to describe computer systems
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Using Technology to Drive Loyalty Management

How Does Technology Drive Loyalty Management? Today’s loyalty management programs are far more complex and dynamic than ever before. Where once punch cards and spreadsheets drove loyalty management, today, multiple technologies converge to support programs designed to retain customers and reward them for doing business with you. Many common technology solutions support dynamic loyalty management programs. Loyalty Management Platforms There are a wide range of solutions available today that are designed specifically to support loyalty management programs. These solutions provide support in tracking and managing participation in programs, executing loyalty marketing programs and even developing the terms of a loyalty
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Intelligent CRM – The Latest Evolution in Customer Relationship Management

Customer Relationship Management solutions have long been a vital tool in the development and delivery of Customer Experience strategies and individual interactions. Much like customer expectations, CRM platforms are ever-evolving and become more complex and dynamic each day. This Isn’t Your Grandfather’s CRM – Or Even Your Father’s Once upon a time, CRM solutions had one focus – to track, record and report information relating to your organization’s relationship with individual customers. In many cases, past CRM solutions were little more than a data entry and access interface – agents entered information as it was acquired, then accessed it later.
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Support Customers Beyond “Regular Business Hours”

The modern consumer has come to expect much from your organization, including that help or guidance will be available to them, wherever and whenever they need it. Today’s customers also expect the ability to resolve issues or obtain information independently. What do these changing expectations mean for your organization? It means that providing customer support ONLY during standard business hours simply doesn’t work anymore. Customers want access to support around the clock, during weekends and even on holidays. That isn’t to say that your organization must have agents available 24/7, 365 days a year – that approach is often cost
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Best Practices for Building Useful Customer Service Portals

It’s not news to anyone that your customers demand excellent experiences across all channels of communication. Why? Because technology has placed instant gratification at the literal fingertips of your customers, and they expect you to embrace it, especially when it comes to customer service. Research from Nuance Enterprise shows that more than 75% of people believe that self-service via customer service portals is convenient and 91% said they would use web portals if they were available and personalized to their specific needs. But not surprisingly, 45% of customers find web self-service portals difficult to use. So, what can savvy businesses
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Technology’s Key Role in Customer Experience

How can your organization best use technology to engage customers? Technology plays a role in nearly every aspect of our daily lives. From the moment we wake up, to the moment we fall asleep, we rely on hardware and software to complete a variety of tasks. While the role of technology in our daily lives is clear, many organizations overlook the role technology can play in Customer Experience and the development of customer relationships. In point of fact, technology serves as the foundation of nearly every aspect of Customer Experience, including: Interactions: Today, nearly every interaction occurring between a customer
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Why We Need InteractionSync for PureCloud

I’m really excited to write this blog post. Why? Because I talk a lot each day, most of which is focused on Customer Experience (CX) and omnichannel communications that enable you to pinpoint where your customers find themselves while on their journey to interact with you. And much of this talking involves me sharing my own personal experiences and the experiences of the incredibly smart and talented people I’ve had the pleasure of knowing and working with over the years. But this is truly only helpful to you if you know me and my history, otherwise it’s purely anecdotal. Ultimately,
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The Correspondence Management Conundrum – Part 3

Avtex Helps Public Sector Agencies Manage High Volume Citizen Interactions Choosing the Right CMS System for Your Agency’s Unique Needs The wide range of correspondence and customer relationship management solutions available on the market can make it challenging to identify the best fit for your organization. There are some key factors to consider, however, that may help you make an informed decision. Choose a correspondence management solution that: Provides exceptional service and user experience. You need a platform that is consistent across familiar systems, like the Microsoft Cloud. Avtex offers CMS solutions that integrate with productivity and collaboration tools that
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