Data annotation is the human-led process of adding metadata tags to mark up certain elements of text, images, audio and video clips
Empathy and connection can be present. [ 19:15 – 20:22 ] If your job is to connect with another human and you don’t even feel that you belong in your work environment, that’s not complementary. It helps to understand how your job plays into the bigger picture. [ 22:05 – 23:42 ] An IRL experience with a policy that was quite ‘anti-customer’ where the agent empathized with the customer, reassured the customer that the leaders do care and empowered them to provide feedback
[ 17:48 – 18:42 ] The sequence of adoption, from early to late adopters and how this shows up among CX stakeholders. [ 22:24 – 23:12 ] Alignment is a bit of a buzzword now because we all understand what it means for company culture and how valuable it is, but it’s still hard to achieve because we all have our own sets of values
[ 15:36 – 17:05 ] An in-house automotive company cx agent success story. [ 21:41 – 22:19 ] We are not just building a pipeline
So, if you don't necessarily have tag management within your website, you want to do that. Google Tag Manager and Google Analytics are usually core platforms
Millennials and their younger counterparts, Gen Z, are also more likely than older customers to prefer when companies collect information without them having to do anything; 42% of Gen Z and 32% of Millennials noted this preference compared to Gen X (23%) and Boomers (22%). The path to better personalization Employing personalization to connect with consumers isn't just about determining who values it the most, it's also about developing the best delivery strategy
By Kyle Kennedy From October 21-22, 2019, I had the pleasure of gathering with some of the industry’s top minds during the fall meeting of the COPC Standards Committee — the governing organization responsible for the management and expansion of the COPC Customer Experience (CX) Standard
A total 67% of our attendees responded “Moderate,” with 22% considering themselves with an “Expert” perspective and 11% “Nascent.”
[1] https://www.forbes.com/sites/kevinkruse/2012/06/22/employee-engagement-what-and-why/?
Consider other ways you can streamline the customer support experience with a bot, and leverage additional intelligent services: automatic tagging, routing, and prioritization for the agent, just to name a few. 7
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