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Cognitive Agents to Improve User Experience

In a world where over 2.5 quintillion bytes of data is created each day, having a tool to help deliver information to users efficiently is important. Cognitive agents are a tool that can improve user experience for both advisors and customers alike. This self-service technology is capable of understanding human language to provide accurate information […]

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How Cloud-Based CRMs Are Enhancing Customer Care

Most businesses today wouldn’t know what to do without their customer relationship management (CRM) system. Increasingly, most wouldn’t know what to do without their cloud-based CRM system specifically, either. It is this reliance that shows how important modern CRM systems are to customer care. The way in which businesses have used CRM systems have changed, […]

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5 Essential Steps for Improving Your Customer Care

Satisfying today’s digitally savvy and well informed customers boils down to one common theme – customer experience. Price and quality are key considerations when making purchase decisions. However, it’s the experience that keeps customers coming back for more. 73% [of consumers] said a good experience is key in influencing their brand loyalties Your organization must […]

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Retail Checkout: Who’s Doing it Right?

It’s no secret that cashiers at retailers are starting to be replaced by self-checkout options. The rise and success of Amazon Go has the retail industry adopting new technologies to remain contenders in customer satisfaction. The majority of big chain retail establishments are implementing new checkout options: express checkout, curbside pick-up, registers for customers to […]

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Meet Customer Care Expectations With Cloud

People have higher expectations than ever when it comes to customer care. With the development of technology and communications, customers are now seeking immediate gratification. The average customer believes immediacy and accuracy to be two of the important traits of customer service. The method of interaction is also important for consumers, which gives businesses something […]

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Six Trends Moving the Needle in Customer Care: Cloud

Consumers are digitally savvy, well informed, and more demanding than ever. Not investing in resources that digitally transform customer care will become a competitive disadvantage. This series explores six technology trends for delivering smarter and more strategic customer care. Trend #6: Cloud Enables Customer Care Anywhere Cloud solutions enable better customer care experiences. Customers can find the […]

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3 Ways Self-service Communities Bring In Profit Past Support

Self-service communities open the Salesforce platform up as a place to do business with your customers, past just providing support. Saving Human Agent Time = Saving Company Money Implementing a self-service community is an easy recommendation when customer have questions like, “How do I reduce support or call center costs?” or “I’m concerned about agent […]

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Six Trends Moving the Needle in Customer Care: Omnichannel

Consumers are digitally savvy, well informed, and more demanding than ever. Not investing in resources that digitally transform customer care will become a competitive disadvantage. This series explores six technology trends for delivering smarter and more strategic customer care. Trend #5: Omnichannel Experiences Amplify Customer Loyalty The thought of calling customer service might be off-putting. Regardless of […]

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Customer Care in Healthcare: A Trend That Moves the Needle

Whether it’s online, in-person, or multichannel, customer experience (CX) is a key differentiator for any businesses – and healthcare organizations are no exception. The healthcare industry will need to stay on top of key driving consumer care trends and emerging technologies, as a new level of service and engagement has become the norm. According to research […]

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How AI Improves Customer Care in Financial Services

It’s safe to say that artificial intelligence (AI) has established itself in the business world. Think of it as part of a company that is always working and doesn’t take time off. The efficiencies AI presents are so tremendous that it is expected to result in more than $1 trillion in savings in the industry. […]

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Perficient to Partner with Twilio at Enterprise Connect 2019

In less than a week, more than 6K communications and collaboration professionals will descend on Orlando, Florida to take part in Enterprise Connect 2019. From keynotes and general sessions featuring industry thought leaders to 60-plus conference sessions across nine conference tracks, #EC19 promises a little something for everyone. Enterprise Connect 2019 Conference Tracks With sessions […]

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Six Trends Moving the Needle in Customer Care: AI, VCAs, Chatbots

Consumers are digitally savvy, well informed, and more demanding than ever. Not investing in resources that digitally transform customer care will become a competitive disadvantage. This series explores six technology trends for delivering smarter and more strategic customer care. Trend #4: AI, VCAs, Chatbots: The Future of Customer Care If you’re tasked with evolving your firm’s customer […]

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How We Create & Measure Case Deflection in a Salesforce Community

Outstanding CX is the New Norm In 2015, a Gartner study predicted that by 2019 more than 50% of organizations will invest more money into the customer experience. In 2019, we can safely say that number is more than just 50%. With trends like personalization, omni-channel support, and AI becoming the norm, customers are evolving […]

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Storms Offer Utility Companies an Opportunity to Shine

The world is random, and the future is unknown. We are continuously adapting to remain up-to-date and connected at all times through an omnichannel experience. Still, with the most advanced proactive measures, sometimes things happen. Think about this. A massive storm hits and power outages strike across an entire state. First responders are out in […]

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Six Trends Moving the Needle in Customer Care: Self-Service

Consumers are digitally savvy, well informed, and more demanding than ever. Not investing in resources that digitally transform customer care will become a competitive disadvantage. This series explores six technology trends for delivering smarter and more strategic customer care. Trend #3: Self-Service Increases Customer Engagement Interactive voice response (IVR) systems in the 1990s provided a cost-efficient way […]

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Six Trends Moving the Needle in Customer Care: IoT

Consumers are digitally savvy, well informed, and more demanding than ever. Not investing in resources that digitally transform customer care will become a competitive disadvantage. This series explores six technology trends for delivering smarter and more strategic customer care. Trend #2: IoT Proactively Resolves Product and Service Issues What if you could anticipate a service issue? The […]

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Six Trends Moving the Needle in Customer Care: Analytics

Consumers are digitally savvy, well informed, and more demanding than ever. Not investing in resources that digitally transform customer care will become a competitive disadvantage. This series explores six technology trends for delivering smarter and more strategic customer care. Trend #1: Analytics Help You Anticipate Customer Needs Data and analytics go hand in hand to […]

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Top Technology Trends for Smarter, Strategic Customer Care

Whether its online, in-store, or multichannel, customer experience (CX) is a key differentiator for businesses. Extending beyond the front-end purchase experience, CX encompasses the total journey of a customer’s interactions with your brand. Customer care, how well customers are taken care of while they interact with your brand, is a giant piece of the customer […]

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