eGain Blogs

NOVEMBER 7, 2022

About KMWorld 2022. eGain will be at KMWorld 2022 , KMWorld’s 26 th annual conference about knowledge management and information sharing. This year’s conference theme is: People Driving Knowledge Sharing: Innovation, Resilience & Agility. 09 November 2022 | 09:45 am—10:00 am ET. Time: 9:45 am—10:00 am.

Conference 52

Conference Self Service Contact Center Government 52

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Retently

APRIL 5, 2024

Now, let’s cut to the chaise to uncover practical strategies that create such engaging retail experiences that foster loyalty and repeat business. Innovative retailers are leveraging technology to enhance the in-store experience and boost brand awareness.

Retail 78

Retail Engagement Strategy Customer Experience 78

Think Customers

DECEMBER 22, 2021

Meeting employee needs and equipping them with the right tools with be critical in 2022. In order to foster and retain talent, here are 4 strategies that can used to create a healthier and more cost-effective contact center environment. In 2022 great EX is a priority. Put employee needs on top.

Contact Center 52

Contact Center Strategy Self Service Training 52

Lumoa

APRIL 28, 2024

They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting. Medallia expanded its capabilities with its acquisition of Mindful , the global leader in contact center callback technology in 2022. That’s where customer experience platforms come in.

Self Service 208

Self Service Customer Journeys Feedback Analysis 208

Lumoa

JUNE 23, 2021

However, as these contact centers that ran on legacy solutions and on-premise systems grow obsolete while the world hurtles to a cloud-hosted future expedited by the pandemic, the world has been witness to a new phenomenon called contact-center-as-a-service (CCaaS).

Trends 208

Trends Self Service Contact Center Omni-Channel 208

Quadient

AUGUST 11, 2022

2022 Analyst Report Roundup: Data to Back Your CCM-CXM Budget. Thu, 08/11/2022 - 15:15. If you are looking to understand trends in Customer Communication Management from a cloud-hosted, AnyPrem, or Customer Experience Platform (CXP) perspective, you can access Aspire’s 2022 CCM-CXM Leaderboard. Marissa Feigen.

Customer Journeys 52

Customer Journeys Report Data Omni-Channel 52

Think Customers

OCTOBER 20, 2021

Explore how physical and digital spaces can unlock amazing customer experiences (CX) in 2022. But the recent CX landscape has shown that customers desire quick and easy customer service on multiple channels for research, availability, and general information. Brick-and-mortar success in 2022. Retail success in 2022.

Ecommerce 52

Ecommerce Retail Self Service Omni-Channel 52

Gainsight

APRIL 10, 2023

By Harshi Banka, Senior Director of Strategy, Digital Customer Success The last few months have been rough for SaaS businesses with multiple headwinds including the economic downturn, rising inflation, and decreasing investments. While tech companies witnessed unprecedented growth over the past couple of years, 2023 is a whole new game.

Customer Success 59

Customer Success Self Service Multi-Channel Effort Score 59

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. Their knowledge and impact is constantly reshaping the service industry. If you missed the 2022 list, you can check it out here.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

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. This section will cover how the top E-commerce companies implement their conversational AI strategies successfully. Your last viewed item.

Retail 208

Retail Customer Experience Chatbots Ecommerce 208

TechSee

JUNE 1, 2021

This format also gives businesses the flexibility to take on additional GigCX agents when necessary, allowing organizations to ensure top-quality service during high-volume periods. This self-service provides added value to gig customer service workers who don’t have to wait in a queue for a supervisor’s approval.

Self Service 109

Self Service Customer Service Video Analysis 109

CSM Magazine

NOVEMBER 9, 2022

Forbes article The Top 100 Most Customer-Centric Companies Of 2022 shared that the focus of customer-centric companies is making their consumers “feel good”. These companies cite successes in COVID relief, customer service mindset, corporate social responsibility, employee experience, and innovative solutions. Change Management.

Customer Journeys 52

Customer Journeys Self Service Customer Centricity CRM 52

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. Password Reset Self-Service.

Self Service 52

Self Service Roadmap Tools Resources 52

West Monroe

DECEMBER 4, 2022

In those chats, a few themes kept popping up: A focus on profitability Doing more with less Increased scrutiny on innovation and investment To address these challenges, we’ve also identified three tactics that organizations can use to meet their goals—without compromising customer experience.

Conference 52

Conference Interaction Self Service B2B 52

West Monroe

DECEMBER 4, 2022

Increased scrutiny on innovation and investment. According to a report published by TSIA, The State of Customer Success 2022 , ~62% of organizations are including expansion mandates as an objective within their teams. Accelerate innovation by experimenting with product-led growth. Doing more with less.

Conference 52

Conference Interaction Self Service B2B 52

SurveySensum

JULY 4, 2023

billion , representing a 9% growth compared to the same period in 2022. This highlights the universal applicability of customer-centric strategies for driving business success. Let’s explore these strategies and discuss how they can contribute to improving your customers’ experience and driving your business forward.

Customer Satisfaction 52

Customer Satisfaction Strategy Tips Social Media 52

SurveySensum

JULY 4, 2023

billion , representing a 9% growth compared to the same period in 2022. This highlights the universal applicability of customer-centric strategies for driving business success. Let’s explore these strategies and discuss how they can contribute to improving your customers’ experience and driving your business forward.

Customer Satisfaction 52

Customer Satisfaction Strategy Tips Social Media 52

Gainsight

MAY 17, 2023

While there are endless opportunities for innovation on the road ahead, we already know the answer is Digital Customer Success. Ultimately, all companies are already cobbling together some form of DCS, between webinars, self-service resources, Communities, and more … but the experience is far from cohesive.

Customer Success 52

Customer Success Self Service Conference Resources 52

CSM Magazine

JANUARY 17, 2023

New, innovative ways to buy both online and in store, in particular digital wallets, have made life easier for customers to complete purchases. E-commerce will be fuelled by a digital first strategy. Having a digital first strategy will remain top of most agendas and we can expect to see a boom in e-commerce as a result.

Omni-Channel 52

Omni-Channel e-support Self Service Competitive Advantage 52

West Monroe

DECEMBER 4, 2022

In those chats, a few themes kept popping up: A focus on profitability Doing more with less Increased scrutiny on innovation and investment To address these challenges, we’ve also identified three tactics that organizations can use to meet their goals—without compromising customer experience.

Conference 40

Conference Interaction Self Service B2B 40

West Monroe

DECEMBER 11, 2022

In fact, loan-to-deposit ratios have shot up at an accelerated rate—with the upper quartile of banks exceeding 90% in Q2 2022 due to competitive yields and inflationary spending. Three key offensive strategies. Integrated self-service functions. Data-driven customer insights and product innovation.

Banking 52

Banking Marketing Self Service Financial 52

Think Customers

JANUARY 18, 2022

Users don’t always want to speak to a human and being directed to self-service right from the start can reduce unnecessary friction. Building an empathy-driven customer service organization means knowing that intelligent automation tools can empower the human touch for low- and high tier interactions. Learn more.

Contact Center 52

Contact Center Chatbots Self Service Average Handle Time 52

Quadient

JANUARY 21, 2022

Fri, 01/21/2022 - 14:44. Whether it's offering paperless billing, online self-service tools to make or request updates, or enabling policyholders to complete a full claims cycle on their mobile app, every touchpoint in the customer lifecycle is an opportunity to proactively engage with customers. Andrea Haughton.

Insurance 52

Insurance Customer Experience Customer Journeys Self Service 52

Integrity Solutions

JULY 28, 2022

The State of Contact Center Conversation Intelligence 2022 report by Observe.AI While contact center managers are understandably enthusiastic about the speed, convenience and reduction in human resource costs associated with self-service chatbots and machine learning, these tools and technologies have their limits.

Contact Center 52

Contact Center Self Service Customer Satisfaction Metrics 52

Call Experts

FEBRUARY 12, 2020

Key providers are building professional services and resources to assist customers with strategic AI plans. Self-service tools empower customers to reach out to agents for more complex interactions, like those requiring judgment and empathy. through 2022. Upgrade your property management services with a contact center.

Contact Center 69

Contact Center Trends Call Center Customer Journeys 69

Kustomer

JULY 28, 2022

In this complete guide, we explore what customer experience is, its benefits, how to implement it, and key differences between customer service and customer experience, as well as the best methods for making the essential transition from CS to CX. A CX strategy brings both quantity and quality when it comes to results for any company.

Customer Experience 105

Customer Experience e-support Social Media Knowledge Base 105

Eptica

DECEMBER 12, 2018

It continues to grow in importance – with total smartphone traffic expected to increase by 10 times by 2022 However, many big change projects fail to deliver the benefits that they promise. based senior executives polled by Wipro Digital believe that their company isn’t successfully executing on its strategy.

Self Service 65

Self Service Culture Study Chatbots 65

NobelBiz

NOVEMBER 16, 2021

To optimize innovation and creativity, you must be available to your team and provide the essential support for the emergence of new ideas, new ways of doing things, and new partnerships. Choose the best strategy and be aware of your mental state, motives, and values. The explanation is straightforward: you must work with people.

Contact Center 52

Contact Center Leadership Self Service Contact Center Software 52

NobelBiz

APRIL 18, 2023

In this article, we will explore proven strategies and techniques to help you unlock the full potential of your team and achieve stellar performance. It may be a valuable tool for establishing standards against which the customer relationship center can push its customer service goals. Look no further!

Contact Center 52

Contact Center Call Center Management Gamification 52

Kustomer

JUNE 27, 2022

Innovative perspectives and solutions are necessary to expertly navigate this altered, ever-evolving terrain. Customer service software and its various integrated tools can position brands of any size to stand out amongst competitors in the eyes of its most important asset: customers. What Are the 12 Best CS Software Tools in 2022?

Software 98

Software Tools Customer Service Self Service 98

Solvvy

AUGUST 22, 2022

As customer expectations increase, implementing artificial intelligence (AI) customer service is becoming more important to business growth strategies. . Customer service is often the face of your company. Self-service . Furthermore, customers often prefer going the self-service route.

Customer Service 89

Customer Service Innovation Self Service Chatbots 89

Lithium

JUNE 7, 2022

As one of the fastest-growing channels, TikTok is becoming integral for marketers’ digital strategy, which is why becoming an official partner was an easy decision,” said Jack Blaha, CEO at Khoros. TikTok Analytics Tipsheet Hear from our Strategic Services team about how to measure success on this unique channel. Khoros built A.I.

Self Service 10

Self Service Social Media Roadmap Gamification 10

Blake Morgan

JULY 1, 2023

With a looming recession, changing customer preferences and priorities, and new technology, CX teams have incredible opportunities to innovate and connect in new ways. Calabrio ) 4) 70% of brands see a direct connection between customer service and performance. Forrester ) 14) In 2022, only 3% of U.S.

Self Service 59

Self Service Customer Experience Contact Center Chatbots 59

Currency Alliance

DECEMBER 20, 2022

Brands who pursue this strategy will find themselves left with customers who are more mercenary by nature – who only respond to discounts or cashback, rather than recognizing the full value of your brand. The brands that have been winning in 2021 and 2022 are clear and transparent about value. Most customers prefer to serve themselves.

Loyalty 52

Loyalty Trends Innovation Loyalty Programs 52

West Monroe

JANUARY 24, 2022

Despite some headwinds—including rising inflation, ongoing supply chain constraints that are hitting hardware businesses especially hard, and talent shortages, 2022 is shaping up to be another growth year for HT&S companies. We’ll examine some of the overarching trends affecting the high-tech & software industry in 2022.

Software 40

Software Trends Self Service B2B 40

Gainsight

SEPTEMBER 6, 2022

Economic output declined sharply in the first half of 2022, and the U.S. This is especially evident in the Software-as-a-Service industry, where layoffs, hiring freezes and a slowdown in sales are creating never-before-seen headwinds. Q: What are best practices for employing those three strategies effectively? Register today.

Self Service 10

Self Service Customer Success Roadmap Sales 10