Popular stories shared among agents, business leaders and our loyal readership are on top CX tips, new solutions launched and mergers. Didn’t have a chance to read through them all? Don’t worry, we’ve done the leg work for you and selected our top five popular articles from last week. Enjoy!
Data is Key for Creating an Individualised CX, says Twilio
Building customer profiles, nurturing new consumers and the prediction of patterns are just three of the 15 ways data can be used to boost CX, according to a brand new report from Twilio.
Their guide, called 15 Ways to Use Data to Engage Your Customers, is the result of extensive information brought to the market in a partnership with Segment, the leading customer data platform.
The paper shares insights on tips on what data business leaders should track, tactics to engage new website visitors, strategies to encourage ongoing purchases and tools to help collect, organise, and activate data.
AI-powered Knowledge Management Solution Launched by NICE
NICE, the world’s leading provider of both cloud and on-premises enterprise software solutions, announced the launch of CXone Expert, a new comprehensive artificial intelligence (AI)-powered knowledge management solution. The software reduces friction by projecting personalised content to customers seeking self-service while injecting crucial insights throughout the customer journey. CXone Expert works to eliminate the frustration with today’s self-service experience by transforming bots into smart AI-based agents.
Today’s consumers like to have choice and flexibility of what they are used to with friends and family. They expect the same when communicating with customer service organisations. CXone Experts brings effortless self-service experiences through the digital channels customers turn to first. This includes mobile applications, search engines, chatbots, and websites.
Hubspot Offers Unification to Businesses in a Connected CRM Platform
Hubspot announced their Operations Hub Launch. The solution offers that all important unification in a connected CRM platform, with the syncing of data, aligning of teams and collaborating of operations all under one strategy. The solution will also allow businesses to automate processes, maintain data cleanliness and run an entire company from one powerful, easy-to-use platform, meaning teams can be aligned around the shared business mantra of delivering exceptional CX. In short, the product aims to transform the role of operations professionals across the business world.