handboek digitaal klantcontact
Links over digitaal klantcontact (en klantwaardig en klantvaardig)
Collection by Arne Keuning
Reforge
Improve Collaboration Between Product and Customer Service — Reforge
· Shared by 1092, including Arne Keuning, Sergio Caredda
Forbes
100 Stats On Digital Transformation And Customer Experience
7 min · · Here are 100 stats on digital transformation written to help you make the business case for undergoing one at your company. · Shared by 263, including Konrad Weber, Meghan M. Biro ⚡️, Nicolas Babin, Rachel Miller | #InfluencerMarketing, Glenn Oberholzer, Katja Evertz, Jonathan Kogan, Elinor Stutz, Cooper Professional Education, 🇺🇦Evan Kirstel #B2B #TechFluencer, Martin Jones, Arne Keuning, Bertrand Maltaverne, DestoWakabayashi, Stephan Woodtli, Birgit Schefer, Shep Hyken, Blake Morgan, Thomas Pleil, Dan Gingiss
linkedin.com
Make the most of your professional life
· 500 million+ members | Manage your professional identity. Build and engage with your professional network. Access knowledge, insights and opportunities. · Shared by 238, including Ryan Carson, David M. Brear, Chris Skinner, David Meerman Scott, Marc R Gagné MAPP, Computerworld, Nir Eyal, Mandy McEwen, Gary Vaynerchuk, Guy Kawasaki, Elinor Stutz, Paul Castain, Klaus Eck, Kirk Borne, Brian Solis, Barney Loehnis, Jeffrey Hayzlett, Samantha Kelly, Vala Afshar, 🇺🇦Evan Kirstel #B2B #TechFluencer
First Round
21 Ways to Shore Up Your Customer Success Org
20+ min · · When operating in a downturn, founders have to make the most out of what they have in order to grow, including their existing customer relationships. This often means shining a spotlight on customer… · Shared by 178, including Arne Keuning
techrepublic.com
Artificial intelligence can take banks to the next level
2 min · · Banking has the potential to improve its customer service, loan applications, and billing with the help of AI and natural language processing. · Shared by 174, including Thomas Power, Kirk Borne, Merkstatt@troet.cafe 📯, Katja Evertz, Jonathan Kogan, Arne Keuning, Antonio Vieira Santos, 🇺🇦Evan Kirstel #B2B #TechFluencer, Iain Brown, PhD, Terence Mills, Bob E. Hayes, Yves Mulkers, Mark Tabladillo PhD, Ronald Schmelzer, Nige Roberts-Willson, Desmond Williams, Marsha Collier, Kathleen Walch, Jennifer Stirrup #MBA Topics: #AI #Data #Strategy
blog.totango.com
Customer Success Team Structure: Four Best Practices
5 min · · Customer success team structure forms the foundation for a successful CS team. Learn four keys to organizing a winning team. · Shared by 133, including Arne Keuning
Boston Consulting Group
The Service Factory of the Future
Summary · 11+ min · · Transportation, telecommunications, energy, finance – no matter the industry, no matter the sort of service-related problem, digitization is probably the answer. You witnessed the Industry 4.0 revolution. Now get ready for the rise of the bionic company: a seamless melding of human specialists and robots, analytics, blockchain and artificial intelligence (AI). This new revolution will yield hyper-personalized products and services provided by “dispersed, minimalist workforces.” In this special report, the Boston Consulting Group explains how your company can prepare for the future of service. · Shared by 99, including Jonathan Kogan, Arne Keuning, getAbstract
Hiver
5 Priorities for an Amazing Customer Experience in 2022
8 min · · Create unforgettable experiences for your customers in 2022 by prioritizing our top five tips to achieve amazing customer experience. · Shared by 91, including Arne Keuning, Shep Hyken
Nielsen Norman Group
Good Customer Experience Demands Organizational Fluidity
7 min · · Old processes and technologies can keep established organizations from creating exceptional user experiences and achieving future growth. · Shared by 86, including Oliver Raduner, Vincenzo Tremonte, Stu Collett, Gabriele, Niklaus Gerber, Luca Longo, tcherno, Johannes Dornisch, Arne Keuning
Axios
The next wave of job automation will be virtual
3 min · · Virtual agents could augment human workers in online services at a time of mass unemployment · Shared by 72, including Nico Müller 🇺🇦, Jonathan Kogan, Arne Keuning, ⭐️Danielle Guzman ⭐️, Gerd Leonhard, Ronald van Loon, Katja Evertz, Theodora (Theo) Lau - 劉䂀曼 🌻, 🇺🇦Evan Kirstel #B2B #TechFluencer
CMSWire.com
3 Ways Artificial Intelligence Is Transforming Customer Experience
4 min · · The key for brands looking to make AI part of their CX strategy is to test the AI outputs before they are released to customers. · Shared by 64, including Kirk Borne, Carla Gentry 🎶, Arne Keuning, 🇺🇦Evan Kirstel #B2B #TechFluencer, Terence Mills, Bob E. Hayes, Iain Brown, PhD, Shep Hyken, Jeanne Bliss
The Wall Street Journal
Everyone Hates Customer Service. This Is Why.
9 min · · Technology lets companies see how badly they can treat consumers, right up until the moment they bolt. They track how long people will wait, how many ads they will tolerate and their tone of voice.… · Shared by 55, including Marsha Collier, hiten.eth, Jonathan Kogan, Mark Tabladillo PhD, Arne Keuning, Mark Kaigwa, R.NFT R “Ray” Wang 王瑞光 #1A #AI
Singularity Hub
This Chatbot has Over 660 Million Users—and It Wants to Be Their Best Friend
6 min · · Unlike XiaoIce, most of your human friends don’t possess infinite reserves of patience to comfort you if you’re sad or talk about your favorite band. · Shared by 47, including Dr. Marigo Raftopoulos, John Hagel, Thomas Billeter, Arne Keuning, Jonathan Kogan, Ralph Hutter, 瑞拿頭
CustomerThink
4 Ways to Leverage Artificial Intelligence in Customer Service
2 min · · Much has been written about the importance of Customer Experience (“CX”) and it has never been more important with record call volumes at contact centers during COVID-19 that is placing tremendous… · Shared by 37, including Bob Thompson, Marcus Borba, Arne Keuning, 🇺🇦Evan Kirstel #B2B #TechFluencer, Yves Mulkers
McKinsey & Company
Adapting customer experience in the time of coronavirus
· Care, creative thinking, and new tools can address customers’ acute needs today and forge stronger ties and a better customer experience during coronavirus and after. · Shared by 31, including Arne Keuning, Dan Gingiss, Wilko S. Wolters, Kate Nasser, Bill Quiseng, Denise Lee Yohn, Nicolas Babin, Adrian Swinscoe
capgemini.com
The Art of Customer-Centric Artificial Intelligence
1 min · · How organizations can unleash the full potential of AI in the customer experience · Shared by 24, including Arne Keuning, Andreas Staub, Theodora (Theo) Lau - 劉䂀曼 🌻, Helen Yu, Jim Marous 💯, Harold Sinnott, Brian Ahier, Terence Mills, Nicolas Babin, Prof. Sally Eaves