Sep 3, 2022
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By Amy Wallace
Due to a last-minute cancellation, a traveler from Vancouver, BC was forced to book a flight that cost four times the amount of her original ticket ($960 CAD instead of the original $250 CAD). While she was booked on a replacement flight scheduled to depart days later, this interfered with her larger plans, an “adventure of a lifetime” to Australia. The once giddy and enthusiastic mood quickly darkened.
Sep 1, 2022
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By Amy Wallace
Back-to-school, Christmas, or simply refreshing one’s home decor for the changing season. Whatever the occasion, the holiday shopping season is fast-approaching, and for some, already underway. Yet, this season is a bit different from those of the past. For one, consumer habits have evolved since the pandemic- nearly 40% have switched brands or retailers during the pandemic, and more than 80% have new shopping behaviors, such as adopting “buy online and pickup in-store” services.
Aug 24, 2022
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By Amy Wallace
For support teams and CX leaders today, conversational ticketing may be the way forward, and an excellent method for streamlining the support process. Why, you may ask?
Aug 24, 2022
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By Amy Wallace
For support teams and CX leaders today, conversational ticketing may be the way forward, and an excellent method for streamlining the support process. Why, you may ask?
Aug 18, 2022
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By Mani Makkar
Staying abreast of all things CX is something we take seriously at Netomi, and the rise of the machine customer is a phenomenon that is shaping the future. This sounds futuristic, bringing to mind images of assembly lines and TV shows such as Westworld. To clarify, the customers themselves are not machines, rather, machine customers, such as virtual personal assistants or smart products, will perform customer service activities on behalf of their human customers for lower customer effort.
Aug 10, 2022
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By Shail Gupta
Metrics are critical in order to gauge the performance of both support teams and the technology solutions behind them in any project. In our customer case studies, we frequently talk about milestones such as our customers reaching deflection rates of X%, yet what do these terms really mean? As you progress with your conversational AI journey, which key customer experience metrics can you see improve with AI?
Jul 29, 2022
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By Amy Wallace
To help you, our readers, get to know the humans behind Netomi, we chatted with Rupal Nishar, our VP of Customer Success, about the company’s customer-first approach, and trends in the world of CX/CS today. Here’s what we uncovered in our Q&A with Rupal Nishar.
Jul 26, 2022
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By Amy Wallace
Today, nearly 9 in 10 Americans use digital apps and services to manage their finances – a 52% growth rate from 2020. Along with this digitalization of financial services, the unbundling of services and a shift from working with one bank to using various apps and services for different financial needs is on the rise.
Jul 26, 2022
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By Corinne D'Andria
Last week, customer experience (CX) executives from around the world gathered in Boston for CXFS: Customer Experience for Financial Services to discuss the latest in CX design, innovation, culture and strategy in financial services. Several of us from Netomi attended these two days of thought-provoking sessions about digital transformation in the financial services world, and, like sponges, absorbed the content, nodding our heads along the way.
Jul 13, 2022
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By Emily Cummins
As part of our new ‘AI for CX 101’ series, we will cover what to expect when you deploy an AI solution, including how to get started on your AI digital transformation journey. Whether you’re early on in the consideration phase or deep into the process, we’re here to provide you with insights and best practices to ensure you are well-equipped to proceed with confidence.
Sep 8, 2022
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By Netomi
Welcome back to our series where we interview influential CX Leaders. Recently we spoke to Andrew Carothers (Sr Manager, Digital Experience @Cisco) about the customer-centric business model, emerging trends in CX, crucial skills in the field - and more! "Andrew is a Senior Customer Experience leader helping companies and their partners increase customer adoption and retention, improve renewals rates, and drive growth at scale through digital engagement. Builder of award-winning strategies and programs.
Aug 17, 2022
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By Netomi
Welcome to our first episode in a new series where we interview influential CX Leaders. Recently we spoke to Irit Eizips (Founder, Chief Customer Officer, and CEO @CSM Practice ) about measuring success in Customer Success, important skills in the field, advice for new professionals - and more! "Irit Eizips is a world renowned thought leader who has been pivotal in shaping Customer Success methodologies and best practices. Since 2013, she has been consistently voted top Customer Success strategist and influencers.
Jul 12, 2022
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By Netomi
Zinus improved their ticket backlog 60x with Netomi - from 3,000 to less than 50! And the results just get 'bed-er'! Read more in our latest case study!
Jul 8, 2022
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By Netomi
There are a lot of ways to deliver an excellent customer experience - one of those ways is by designing the ideal customer journey! Hear from Nick Mehta, CEO at Gainsight, as he talks to Puneet Mehta (CEO of Netomi) about the importance of creating a customer journey that works for every customer.
Jun 29, 2022
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By Netomi
Hear from Rupal Nishar (Vice President of Customer Success, Netomi) as she talks about why leadership was so important in her decision to join Netomi! Netomi helps companies deliver higher quality customer experiences at scale with AI.
Jun 21, 2022
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By Netomi
After careful analysis of 20 of the largest airlines in North America, the report cards are in! Here are highlights from our recent Airline Customer Service benchmark report. Netomi helps companies deliver higher quality customer experiences at scale with AI. 2022 Airline Customer Service Report | Ft. WestJet, Spirit, American, Delta, and more\
Jun 17, 2022
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By Netomi
Hear from Tania Hoque (Director, Digital Planning, Rogers Sports & Media) as she talks about her predictions for the future of CX - including the important role empathy will play! Netomi helps companies deliver higher quality customer experiences at scale with AI. The Importance of Human Empathy in the Future of CX | Ft. Tania Hoque, Rogers Sports & Media
Jun 14, 2022
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By Netomi
Hear from Anastasia Zdoroviak (Director of Customer Experience, DoorDash) as she talks about the key skills for women transitioning into leadership roles in CX. Netomi helps companies deliver higher quality customer experiences at scale with AI.
May 26, 2022
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By Netomi
The customer experience is changing - and AI is playing a big role. Hear from Puneet Mehta (CEO/Founder, Netomi) as he talks to Nick Mehta (CEO, Gainsight) about the changes he's seen in CX in this post-pandemic world. Puneet Mehta is the Founder & CEO of Netomi, the world’s leading customer experience AI platform that autonomously resolves customer service issues and enables self-driving customer care. He spent much of his career as a tech entrepreneur as well as on Wall Street building trading and capital markets AI.
May 24, 2022
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By Netomi
Technological advancements are changing the field of customer support - and agents are noticing. Hear from Laura Lakhwara (Sr. Manager CS, UIPath) as she talks about how customer support agents can adjust to these changes to be successful in their roles. Netomi helps companies deliver higher quality customer experiences at scale with AI.
Sep 22, 2021
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By Netomi
As the eCommerce industry becomes more competitive as barriers to entry shrink, consumers are less loyal and it's easier than ever to switch to a competitor, putting a priority on the customer experience is now required to build and grow a business. Support is now as critical as providing a high quality or unique product, or fiercely competing on price. This Customer Service Benchmark Report uncovers how 2,000 of the world's largest ecommerce companies provide customer support on the leading support channel: email.
Sep 22, 2021
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By Netomi
Email is and will continue to be the most widely used and preferred customer support channel. The reason for this is simple. Email is convenient and fast. There are no hold times. It mirrors existing user behaviors. Nearly everyone who uses technology, from boomers to Gen Z, is comfortable sending customer support email.
Sep 1, 2021
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By Netomi
Consumers typically don't have an emotional connection to telecom companies. They are universally regarded as the same with little differentiation in service, quality or price. Providing a positive customer experience is a fruitful area for telecoms to differentiate and drive customer retention. With email remaining the preferred digital channel for telecom customer service, our study revealed that companies have a long way to go. Only 53% of companies had an easily accessible email address and of these companies, 65% completely ignored customer emails.
Sep 1, 2021
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By Netomi
Customer service is more important today than ever. A company's ability to resolve issues quickly, conveniently and with little effort from customers has become as essential as product, quality and price.
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Automatically resolve customer service inquiries at the industry’s highest rate over messaging, chat, email and voice.
Netomi resolves up to 90% of your customer queries that come in via email, chat, messaging apps, voice and SMS. Netomi AI understands the customer’s intent and can fully resolve her query in autopilot mode leveraging your backend systems. You can rely on Netomi AI to provide immediate, accurate & respectful resolutions over any channel your customers prefer, freeing up your agents to focus on higher-value tasks.
Enjoy incredible results with AI:
- Customer Happiness: What do you get by effortlessly resolving your customers issues on every channel? Long-term loyalty, profitable relationships and customer satisfaction increases of 24%.
- Full Resolution: We don’t deflect tickets. We personally resolve up to 90% of your customer service tickets in seconds.
- Lightning Fast Scale: Seamlessly manage unlimited and unanticipated spikes in ticket volume. Our AI has no limits, and can simultaneously resolve an infinite number of tickets.
Resolve your customers’ needs instantly on any channel.