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  • Resilience in Customer Support: Strategies for Financial Service Markets

    Resilience in Customer Support: Strategies for Financial Service Markets
    Dec 28 2023

    For finance companies, providing round-the-clock customer support is critical. Customers are typically spread out across geographies and also travel frequently across time zones. They expect financial services providers to be available 24/7 to address their queries, requests, and complaints no matter where they are and what time of day it is. They desire convenience when it comes to reaching out to these providers, expect quick and hassle-free query resolution, and value a personalized touch at every point of interaction. If their needs are unmet, they simply move on to others offering a better service.

    Top-flight finance players know that the cut-and-dried approach to customer service will no longer do and that they will need to deploy the absolute best technologies and platforms available and combine them with the right level of human touch if they want customers to stay. What tools and strategies are they turning to?

    Join us on the next episode of CX Beats to find out! Here, renowned speaker and CX transformation leader Mr. Karem, currently Global VP of CX at Rain, will shed light on how the finance sector is evolving, the challenges in setting up instant customer support, and the way forward for companies.

    The discussion will specifically focus on:

    • Continuous and reliable customer service, especially considering the non-stop nature of the 24/7 financial service markets
    • Fostering collaboration between customer support teams and other departments
    • Best practices to create a frictionless customer experience
    • Most significant CX trends within the financial services industry
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    24 Min.
  • The Building Blocks of Service Excellence in Healthcare

    The Building Blocks of Service Excellence in Healthcare
    Dec 28 2023

    Patients’ healthcare expectations have changed. They now demand instant responses to queries, convenience in booking consultations, access to virtual care and digital self-service options, quick access to digital records, personalized care, and more. If their needs are unmet, they simply change providers.

    This has compelled even traditional healthcare providers to quickly pivot to digital in a bid to become more patient-centric. What strategies and digital tools are healthcare leaders using to increase value for patients while not losing their human touch – so essential to healthcare services delivery?

    Join us on the next episode of CX Beats to find out! Here, renowned speaker and CX transformation leader Mr. Kowshik Bhattacharya will talk about how healthcare is evolving, challenges in setting up a service excellence framework in hospitals, patient-friendly digital options healthcare providers can use, and more.

    The discussion will focus on these specific areas:

    • Difference Between Service and Experience in Healthcare
    • Shift of Focus From Illness Treatment to Wellness Promotion
    • Best Practices to Create a Frictionless Patient Experience
    • How Organizations Can Prepare for the Future
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    35 Min.
  • Unlocking the Power of Chat Center Software: Boosting Customer Engagement and Support

    Unlocking the Power of Chat Center Software: Boosting Customer Engagement and Support
    Oct 12 2023
    While multichannel communication gives your business an obvious edge, managing it is not always easy! Siloed systems make it difficult for agents to respond to customer queries quickly and efficiently, creating long wait times and frustrated customers. Then there is the difficulty of personalizing each customer’s journey, being available 24/7, and sharing updates and well-timed marketing messages with thousands of customers on a daily basis. Want to learn about that one incredible tool that makes all this communication seamless and takes your CX from sloppy to great?Join us on the next episode of CX Beats to find out! Here, Max Chikhirev, edna’s head of product development and show host will discuss the powerful role a single, intelligent interface like chat center plays in unifying communication across multiple non-voice channels like WhatsApp, Viber, Apple Business Chat, IG, web and in-app chat.They will focus, among other things, on the role a chat center plays in:
    • Integrating with CRM, Ticketing Systems, and Third-Party Services
    • Creating and Storing a Customer’s Entire Conversation History
    • Intelligent Routing of Queries
    • Monitoring Performance via Real-time Dashboards and Reports
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    30 Min.
  • A Deep Dive Into CX in the Gulf Region

    A Deep Dive Into CX in the Gulf Region
    Oct 4 2023
    Join us on the upcoming episode of CX Beats, our chat show geared toward delivering tangible insights from CX experts on creating exceptional customer experiences.In this episode, show host Svetlana will be joined by Mr. Waleed AlHamdan, a highly passionate KSA-based CX professional with over 25 years of experience, who has helped market leaders across verticals like banking and automobile bolster their CX by leading teams that help to increase customer loyalty. Through the course of this episode, Mr. AlHamdan will take us through the evolution of CX in the Gulf Region, discussing, among other things, the current industry trends and challenges, and what the future holds. This Gulf-focused discussion will talk about:
    • Evolving landscape of CX in the Gulf
    • Key challenges for CX professionals
    • Role of digital transformation as a key CX driver
    • Latest CX trends and best practices
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    37 Min.
  • CX Insights From The Co-Founder of CX Accelerator Community

    CX Insights From The Co-Founder of CX Accelerator Community
    Oct 4 2023
    Want to find out what Iron Man has in common with customer experience?Join us on the upcoming episode of CX Beats to find out!In our latest episode, CX maverick Mr. Nate Brown engages in a lively, spirited, and insightful discussion on all things CX with show host Svetlana. Mr Brown is co-founder of CX Accelerator, the world’s leading virtual CX community. He has also mentored CX teams of leading brands to accelerate their CX transformation with failproof strategies.During this chat, Mr. Brown will touch upon many hot-button topics related to CX, with a special focus on:
    • Personalization in Communication
    • Voice of the Customer Methodology
    • Employee Experience Related to Customer Experience
    • Loyalty Programs in the Digital Age
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    27 Min.
  • Implementing WhatsApp and Viber for Customer Support? Know This First!

    Implementing WhatsApp and Viber for Customer Support? Know This First!
    Oct 4 2023
    Join us on the next episode of CX Beats, our chat show geared toward delivering insights from digital communication experts on the current state of CX.This episode will feature Max, senior sales manager at edna and our show host Svetlana. Max has helped many businesses to find the most suitable customer communication solutions.In this episode, our experts will shed light on the obstacles faced by businesses while implementing any new communication channel, with a special focus on WhatsApp and Viber. The discussion will focus on these following areas:
    • Key points to consider before implementing a new communication channel
    • WhatsApp Business API and Viber Business Messages – what is allowed and what is not
    • Why these platforms need to be integrated with existing systems for best results
    • What services should your WhatsApp solution provider offer you
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    17 Min.
  • Robust Patient Experience in 2023 – Experts Weigh In

    Robust Patient Experience in 2023 – Experts Weigh In
    Oct 4 2023
    Join us on a brand-new episode of CX Beats, our series geared toward delivering insights from digital communication experts on the current state of CX.This episode will feature Archna Gupta, Head of CX at Apollo Hospitals, and Svetlana, our show host. Archana comes with over two decades of vast experience in managing customer experience with leading healthcare as well as hospitality brands. In her stints with the healthcare industry, she has successfully implemented many customer-centric changes like bringing in AI-powered chatbots, automated appointment scheduling, digitized patient systems, and more.In this episode, we will discuss how patient experience will change in 2023, specifically covering topics like:
    • Most undervalued areas of CX in the healthcare industry
    • How modern technologies can help to enhance patient experience
    • Real-life use cases of using digital platforms in healthcare
    • Constraints of using highly sensitive patient data to draw insights to be used in developing marketing strategy
    • Where CX in Healthcare is headed
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    22 Min.
  • Are Messengers the Future of Customer Service?

    Are Messengers the Future of Customer Service?
    Oct 4 2023
    Our new series geared toward delivering insights from digital communication experts on the current state of CX. This episode will feature edna’s in-house experts Nikolay Vand, Product Manager and Svetlana, Digital Marketing Manager. In this episode we will discuss the role of Messengers in an Omnichannel World, specifically covering areas like:
    • The rise of omnichannel communication
    • The benefits of having an asynchronous communication channel
    • What gives messengers an edge
    • Use of messengers in different industries
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    27 Min.