CSM Magazine

JUNE 22, 2023

Calabrio , the workforce performance company, is proud to announce it has been awarded Workforce Innovation of the Year at the 2023 Customer Contact Week (CCW) Excellence Awards. In 2022, Grant’s assistance resulted in a staggering 23.7 Grant liberates agents from mundane tasks empowering them to maximise their time.

Innovation 52

Innovation Customer Centricity Analytics Customers 52

Clarivate

MAY 18, 2023

Marko Damjanovic, Head of Corporate Sustainability at Clarivate, reviews our 2022 ESG milestones and highlights our 2023 goals for advancing our strategic commitments to the United Nations SDGs – all by accelerating our actions and by helping our customers achieve their goals.

Report 98

Report Innovation Government Culture 98

C Space

FEBRUARY 2, 2022

Customer Inspired Perspectives on Grocery and Drinks Trends in 2022. C Space CEO, Jessica DeVlieger, was invited by WARC to give her perspective on 2022’s key Grocery and Drinks Industry trends. C Space CEO, Jessica DeVlieger, was invited by WARC to give her perspective on 2022’s key Grocery and Drinks Industry trends.

Trends 52

Trends Banking Consumers Industry 52

West Monroe

JANUARY 25, 2022

Entering 2022, 87% of manufacturers remain optimistic. We believe manufacturers will continue adapting within volatile market conditions, focusing on growth opportunities while increasing productivity with the same resources and pursuing acquisitions. Organic growth: Investing in digital to drive revenue and inspire innovation.

Competitive Advantage 52

Competitive Advantage Leadership Technology Resources 52

Inbenta

NOVEMBER 3, 2022

Artificial intelligence (AI), Neuro-Symbolic AI , and Natural Language Processing (NLP) are just a few of the many innovations making their way into hospital systems, research labs, and doctor practices. Million by 2030 , growing at a CAGR of 19.16% from 2022 to 2030. Million in 2021 and is projected to reach USD 943.64

Healthcare 96

Healthcare Chatbots Self Service Hospitality 96

Gainsight

JUNE 2, 2022

And Confluent is innovating a new category of data infrastructure. Thimaya Subaiya and Anisha Sivakumar Discuss the How Strong Connections Drive Business. It means improving connections! Cisco is synonymous with word connection— i n business, education, philanthropy, and creativity. Gainsight is also all about connection.

Chief Customer Officer 52

Chief Customer Officer Innovation Leadership Connections 52

West Monroe

JANUARY 25, 2022

In 2022, the dialogue across financial services will be driven by the themes of rising interest rates, high inflation, and the need for growth in the face of continued digital disruption. All banks are standing at the intersection of unprecedented global economic upheaval, revenue disruption, digital innovation, and cultural change.

Banking 52

Banking Financial Trends Multi-Channel 52

SurveySparrow

DECEMBER 27, 2021

The Chief Human Resources Officer (CHRO) is someone who takes care of all human resource management issues in an organization. Achieving the objectives of the CHRO priorities for human resources function will be a key enabler for the success of a business. The way a CHRO works can have a lot of bearing on the organization.

Trends 52

Trends Policies Government Survey 52

ShepHyken

APRIL 18, 2022

Each week I read many customer service and customer experience articles from various resources. Gartner has identified observability as, “…the evolution of monitoring into a process that offers insights to speed innovation and enhance CX.”. The post 5 Top Customer Service Articles of the Week 4-18-2022 appeared first on Shep Hyken.

Customer Service 70

Customer Service Customer Centricity Retail Customers 70

Lithium

NOVEMBER 1, 2022

Community ROI: Embracing Humanity’s Desire to Help Few articles and resources are diving deep into exactly why brands are finding high levels of value and success with their digital communities. Check it out on-demand along with resources to help you succeed! This article aims to change that. Available On-demand.

Roadmap 52

Roadmap ROI Social Media Contact Center 52

Lithium

APRIL 12, 2022

The bad news is that these trends will probably continue, and possibly even increase, in 2022. Agents are the most valuable resource in your contact center, and that’s where you should focus your investment. Voice Integration into Khoros Care vis Amazon Connect. But you know we have your back. Here' what's new: Agent Assist.

Omni-Channel 52

Omni-Channel Innovation Contact Center Customer Service 52

Comm100

FEBRUARY 10, 2022

In public sector CX, a poor use of resources can mean wasted tax dollars and less support available for citizens. While private companies with a steady income stream might be able to overcome an issue by “throwing money at it,” this isn’t an option in the public sector where resources are often fixed.

Government 130

Government Customer Experience Chatbots Social Media 130

SurveySensum

DECEMBER 1, 2021

15 Best NPS Tools to look for in 2022. 15 Best NPS tools of 2022. You will need dedicated NPS software with innovative survey distribution channels, specific analytic and reporting features to conduct successful NPS surveys. 15 Best NPS Tools of 2022. It has innovative branding and customization options.

NPS 52

NPS Tools Net Promoter Score e-support 52

Clarivate

MAY 19, 2022

Those who continue their research, whether within Ukraine or while displaced, may encounter issues with accessing their institution’s equipment and resources. We cover this topic below and in our upcoming Ideas to Innovation podcast. Stay tuned for more details. Why are early career researchers so important? Source: Web of Science.

Government 98

Government Resources Innovation Financial 98

Retently

MARCH 29, 2023

From implementing innovative features to perfecting the customer experience, today we’ll share the secret ingredients that make Tesla so special. Tesla brings innovation When you drive a Tesla, your concept of what a car should be is irrevocably shaken. They attach a deep emotional connection to the brand.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. If you missed the 2022 list, you can check it out here. Their knowledge and impact is constantly reshaping the service industry.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

AWS Machine Learning

APRIL 8, 2024

With Knowledge Bases for Amazon Bedrock, you can securely connect foundation models (FMs) in Amazon Bedrock to your company data using a fully managed Retrieval Augmented Generation (RAG) model. He is passionate about building innovative products and solutions while also focusing on customer-obsessed science.

Knowledge Base 109

Knowledge Base Strategy Examples Meeting 109

Circular Edge

DECEMBER 1, 2022

JDE InFocus Release 23 Featured Highlights October 25, 2022 | Blog Credit: Chelsea Krieger. This week kicked off with InFocus 2022 and the official announcement of E1 Release 23 , delivering innovation that enables customers to automate , optimize and transform their business processes. ” Additional Resources.

Self Service 52

Self Service Roadmap Tools Resources 52

AWS Machine Learning

APRIL 9, 2024

With Knowledge Bases for Amazon Bedrock , you can securely connect foundation models (FMs) in Amazon Bedrock to your company data for Retrieval Augmented Generation (RAG). The correct response for this query is “Amazon’s annual revenue increased from $245B in 2019 to $434B in 2022,” based on the documents in the knowledge base.

Knowledge Base 119

Knowledge Base Financial Examples Comparison 119

AWS Machine Learning

JUNE 22, 2023

Working with AWS, Light & Wonder recently developed an industry-first secure solution, Light & Wonder Connect (LnW Connect), to stream telemetry and machine health data from roughly half a million electronic gaming machines distributed across its casino customer base globally when LnW Connect reaches its full potential.

Hospitality 87

Hospitality Metrics Automotive Connections 87

Strativity

MAY 25, 2023

Third-party providers comprised a whopping ~52 percent of food and drink app downloads in 2022, signaling a tug-of-war with large, national franchises that is only going to heat up. This process involves identifying the brand’s signature moments and equities, then connecting them to customer behavior.

Brands 52

Brands Loyalty Programs e-support Rewards Programs 52

West Monroe

MARCH 27, 2023

Twitter icon Created with Lunacy Q&A Thinking about your passion for mentoring the next generation, how have companies been able to successfully create a culture that innovates? ” Generative AI, while only a subset of AI, is reducing the effort it takes to execute in terms of time, people, money, and resources.

Social Media 94

Social Media Culture Competitive Advantage Technology 94

West Monroe

JANUARY 23, 2022

An increasingly connected energy-and-utilities ecosystem. The electric grid is becoming more digital as utilities seek to balance clean energy goals with monitoring, controlling, and optimizing a growing number of distributed energy resources (DERs).

Transportation 40

Transportation Telecommunications Analytics Wireless 40

Magellan Solutions

MAY 20, 2024

billion in the year 2022. These companies are being lauded for their expertise, innovative solutions, and unwavering commitment to excellence. Concentrix is committed to high-impact interactions that deliver value to customers, powered by innovative technologies and a talented workforce.

Call Center 52

Call Center Call Center Solutions Innovation e-support 52

GlowTouch

FEBRUARY 18, 2022

PRESS RELEASE FEBRUARY 21, 2022, 09:00 EDT Louisville, KY – GlowTouch, LLC, a global Business Process Outsourcing (BPO) services provider based in Louisville, Kentucky, has been named to The Global Outsourcing 100 ® for the second straight year by the International Association of Outsourcing Professionals ® (IAOP).

Contact Center 52

Contact Center Effort Score Social Media Knowledge Base 52

Clarivate

JUNE 28, 2022

You can also watch the full session from our IP Forum 2022 on demand. Finite resources versus the infinite internet. Stay connected. Up next we have blogs about IP and R&D partnerships being key to empowering innovation, followed by the evolving demands on IP professionals.

Policies 52

Policies Government Trends Groups 52

SurveySparrow

NOVEMBER 11, 2021

Instead, reshape your workflow according to the resources you have. ” For many, working from home without these connections can feel like… work. This is a great chance to negotiate some long-term contracts, launch innovative deals or even negotiate better terms for the next quarter. Update your roadmap.

How To 52

How To Policies Roadmap Employee Experience 52

SurveySparrow

NOVEMBER 11, 2021

Instead, reshape your workflow according to the resources you have. ” For many, working from home without these connections can feel like… work. This is a great chance to negotiate some long-term contracts, launch innovative deals or even negotiate better terms for the next quarter. Update your roadmap.

How To 52

How To Policies Roadmap Employee Experience 52

Clarivate

JULY 28, 2022

As a preview to the Clarivate Healthcare Business Insights 2022 Member Retreats coming this fall , we share how health systems are adapting their patient and staff experiences. Learn from these future-forward health systems and 20 others during each of the 2022 Fall Member Retreats , hosted by Clarivate Healthcare Business Insights.

System 52

System Hospitality Healthcare Gamification 52

Lumoa

NOVEMBER 30, 2022

Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. Conversational AI is a browser-based messaging service that connects customers with the platforms they use. Explore our products/services.

Retail 208

Retail Customer Experience Chatbots Ecommerce 208

West Monroe

FEBRUARY 26, 2023

funds invested more than $27 billion in cleantech in 2021; in the first half of 2022, funds investing in natural resources raised $110.7 New Distributed Energy Resource Management Systems (DERMs) are fast becoming a vital technology in the smart energy grid. billion, a 73% increase from the same period last year.

Trends 52

Trends Government Resources Technology 52

Gainsight

APRIL 10, 2023

It blends digital and human interactions and empowers users to self-serve by leveraging data-driven automations and centralized resources. According to Salesforce’s 2023 State of the Connected Customer report, 57% of users prefer self-service over human interaction.

Customer Success 59

Customer Success Self Service Multi-Channel Effort Score 59

West Monroe

JUNE 13, 2022

This article was originally featured in the June/July 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. Sixty-four percent of consumers now view manufacturing as innovative , up from 39% five years ago. All Rights Reserved.

Government 90

Government Culture Industry Leadership 90

SurveyGizmo

MAY 18, 2022

May 18, 2022 – KKR, a leading global investment firm, and Alchemer (the “Company”), a global leader in Customer Experience (CX) and voice-of-the-customer (VoC) technology, today announced that KKR has made a significant majority investment in the Company. . – Investment to accelerate growth of leading customer experience software provider.

Insurance 52

Insurance Financial Employee Engagement Innovation 52

TechSee

NOVEMBER 27, 2018

AR has emerged as an innovative tool that allows enterprises an almost unlimited opportunity to interact with consumers on their mobile devices. AR creates new digital experiences that transform the customer journey into a connected and immersive visual interactive experience. Contact Centers.

Infographics 84

Infographics Self Service Customer Service First Call Resolution 84

inQuba

APRIL 21, 2022

Published by InMoment on 20 April 2022. South Jordan, Utah, April, 20, 2022 — InMoment®, the leading provider of Experience Improvement (XI)™ solutions, and inQuba, the leader in customer journey management, announced today a partnership to offer a journey-first approach to customer experience improvement.

Return on Investment 52

Return on Investment ROI Customer Journeys Insurance 52

ChurnZero

SEPTEMBER 8, 2022

As a result, CSMs can resolve other, more specific issues quickly and with fewer resources. . Many companies connect content from their help center to the automated training platform, so customers can find answers to their specific questions on their own, whenever they have the need. . Increase customer retention, lower churn.

Customer Success 98

Customer Success Training Customer Satisfaction Customer Retention 98