NICE inContact

JULY 5, 2019

It’s all about customer service and customer experience (CX). I was lucky enough to participate in the Expo Hall – where more than 2,500 CX “fans” mixed and mingled to learn about the most state-of-the-art innovations and solution demonstrations. In this blog, I share some highlights from the show.

Contact Center 139

Contact Center Omni-Channel CRM Innovation 139

NobelBiz

MARCH 26, 2024

CXA stands for Customer Experience Automation, a strategic approach that integrates automation tools and software within call centers to enhance the customer journey. Customer Experience Automation can encompass a range of technologies such as AI and Machine Learning, Chatbots and IVR Systems, Data Analytics and Insights.

Self Service 52

Self Service Customer Experience Contact Center Customer Journeys 52

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. By embracing these strategies, your business can maximize the benefits of AI and thrive in the rapidly evolving CX landscape. Nexcom A/S and COPC Inc.

Industry 114

Industry Customer Experience Analytics Training 114

Upstream Works

JANUARY 25, 2022

For contact centers, digital transformation has surpassed buzzword status. CX innovation is accelerating faster than ever before, and it’s integral that contact centers keep pace. CX excellence requires an agile approach to digital change. Accelerating Digital Transformation.

Innovation 78

Innovation Contact Center Omni-Channel Self Service 78

NICE inContact

NOVEMBER 20, 2017

In fact, NICE inContact research has found that IVR fares worst among all Self-Service channels in terms of Customer Experience (CX). However, there are ways for an IVR system to be successful and achieve the cost and time savings expected. More and richer integrations are simply a question of time. Optimize Routing.

Self Service 241

Self Service Interaction Multi-Channel Contact Center 241

Playvox

FEBRUARY 16, 2024

One of the most impactful uses is how AI is transforming customer experience (CX). When you unlock the benefits of AI in quality management, you’re able to move beyond basic process improvements to a direct, marked improvement in employee experience (EX) and ultimately CX.

Contact Center 75

Contact Center Management Effort Score Call Center 75

Lumoa

FEBRUARY 6, 2018

Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. That few seem to understand that CX is a long term programme of transformation that cannot be measured in 12 week quarterly financials.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. In doubts, I wanted to reach out to the thought leaders and influencers to know what they think of NPS, or rather, according to the best traditions of NPS, if they would recommend NPS to a fellow CX colleague.

System 338

System Effort Score NPS Net Promoter Score 338

Upstream Works

JANUARY 12, 2022

The demands facing contact center systems are getting more complex and more varied than ever before. Driven by a desire to cut costs with operational efficiencies and provide a better omnichannel experience to an increasingly digital customer base, executives are honing in to upskill their contact centers. Agent Productivity Concerns.

Contact Center 78

Contact Center Self Service Omni-Channel Touchpoint 78

Comm100

MARCH 14, 2022

As the private sector has adopted digital channels and technologies to improve customer experience (CX) and satisfaction, the public sector has begun to fall behind. In this blog, we’ll look at the top five reasons why live chat for government is critical in 2022. Public customer service expectations are higher than ever before.

Government 203

Government Wait Times Video Guidelines 203

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

Uniphore

DECEMBER 7, 2021

with some creativity and a lot of data insight, retail customer experience (CX) leaders can overcome many of these holiday season challenges.?Here’s Retail CX Trends in 2021: Holiday Retail Challenges You Can Turn Into Opportunities. But CX leaders can do more for customers beyond the transaction.

Retail 130

Retail Omni-Channel Policies Customer Service Representative 130

Uniphore

JANUARY 25, 2022

A blog post from Umesh Sachdev, CEO & Co-founder, Uniphore. As the AI-powered customer experience (CX) frontier becomes more mainstream, companies will look to emotion AI to offer a differentiated experience rich in actionable data. Video will be Preferred CX Platform. Ah, 2022, a new year. Not so fast.

Healthcare 130

Healthcare Video Banking Contact Center 130

Kustomer

JUNE 27, 2022

The transformed landscape requires engagement like never previously seen, and customer service software is here to help. In this particular digital age, the ability to offer the same level of service, across any channel, is paramount to long-term brand success. A new era in customer service has arrived.

Software 98

Software Tools Customer Service Self Service 98

Lumoa

OCTOBER 31, 2018

Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX There is no doubt that across most industries, the end-to-end CX has improved over the last twenty years.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Pink Guava

JUNE 29, 2021

The emails, smartphones, social media, CRM systems pretty much led consumers to have access to multiple channel and landed to where we are today, highly digital, personalized and omni-channel experience. This quite fits into the context of our blog “Relook at Customer Experience with new lens”.

Omni-Channel 88

Omni-Channel e-support Return on Investment Policies 88

Upstream Works

NOVEMBER 4, 2021

This is fine for routine updates of existing technology, but this is not sufficient for legacy-based contact centers as they try to keep up with digital-first customers. A transformational approach is needed, making omnichannel a top priority for IT decision makers. Here are three to get your journey off on the right foot.

Omni-Channel 78

Omni-Channel Contact Center Call Center Technology 78

Interactions

JANUARY 6, 2022

Because of their inherently digital, AI-powered infrastructure, Moderna was able to accelerate the research process to quickly produce its COVID-19 vaccine. At Interactions, we have been working in AI in CX for nearly two decades and have witnessed this firsthand as business goals and consumer habits change.

Customer Experience 71

Customer Experience Contact Center eBook Interaction 71

Kustomer

OCTOBER 28, 2022

Since then, 81% of organizations cite CX as a competitive differentiator and research continues to support the notion that more organizations are leveraging differentiated customer experience to gain an edge against their competition. By ignoring customer service, brands are missing out on market share and revenue.

Customer Engagement 105

Customer Engagement Engagement Omni-Channel Customer Centricity 105

Comm100

MAY 5, 2022

Digital technology has transformed customer expectations in recent years, and the banking industry is now playing catch-up. Improved CX. Chatbots don’t just provide fast responses – they also create more capacity for agents which in turn improves CX. Gain valuable customer insights. Signing up new customers.

Chatbots 130

Chatbots Banking ROI Omni-Channel 130

NICE inContact

AUGUST 25, 2016

The traditional contact center organization has the greatest opportunity to transform its silos into the enterprise epicenter for customer interaction. Capabilities such as automation, analytics, workflow and verification have the ability to transform agent, customer and enterprise operations.

Customer Engagement 121

Customer Engagement Connections Engagement Contact Center 121

VDS

OCTOBER 2, 2023

The right partnership can not only facilitate a smooth cloud migration process, but also ensure optimal results from the platform’s wide range of customer experience (CX) features. Key Takeaways Evaluate potential Genesys Cloud partners based on their experience, capabilities, integration, and support offerings.

How To 52

How To Customer Journeys Contact Center Analytics 52

Talkdesk

OCTOBER 1, 2020

Viability of the cash system. Either by choice or forced by COVID-19, digitally savvy clients are dodging the impacts of branch closure by migrating to digital banking. Even in the digital sphere, clients value a personal touch. 5 keys to supercharge your digital strategy: 1. Embrace the cloud.

Banking 74

Banking Strategy Contact Center Financial 74

SurveySensum

JANUARY 26, 2024

Establishing a Strong Online Presence : In the digital age, an impactful online presence is indispensable. Ensuring a Positive Industry Reputation : Word of mouth travels fast, especially in the digital landscape. Address common concerns and provide solutions through blog posts, FAQs, and webinars.

Customer Journeys 52

Customer Journeys Social Media Touchpoint Tips 52

Pointillist

JUNE 7, 2021

Pointillist surveyed over 1,150 CX, marketing, analytics and customer care professionals from various industries across the world to identify best practices, approaches, benchmarks and tactics used by top performing organizations. Journey Management Maturity Separates CX Leaders from the Pack.

Measurement 71

Measurement Survey Customer Journeys Management 71

NICE inContact

NOVEMBER 9, 2018

Look for a solution that is tightly integrated into your contact center software. You will need a good reporting system to monitor many of your contact center KPI’s like ASA and FCR. Again, seamless integration with modern contact center software is key. Older systems often don’t provide convenient access to KPI metrics.

Contact Center 122

Contact Center Contact Center Software Self Service Chatbots 122

NobelBiz

JANUARY 23, 2024

The answer to these pressing concerns may lie in the transformative power of Customer Support as a Service (CSaaS). An increasing number of businesses are adopting CSaaS because it’s transforming customer satisfaction and fostering loyalty. This team is dedicated to ensuring that every customer receives exceptional service.

Contact Center 52

Contact Center Contact Center Software CRM Call Center 52

Upstream Works

JANUARY 22, 2019

Solutions that are flexible and easy-to-leverage will enable brands to effectively transform and innovate their workspaces and digital customer experience. These same organizations are evaluating trending and emerging CX technologies and strategizing for how best to incorporate them and benefit from them.

Customer Experience 94

Customer Experience Self Service Contact Center Omni-Channel 94

ShepHyken

NOVEMBER 30, 2018

They clearly view the CX function as an opportunity rather than an unavoidable cost. By taking these actions, you will achieve “quick wins” and position your organization for valuable long-term transformation. In reality, the first step to creating an omnichannel experience is to fully integrate all contact channels.

Omni-Channel 94

Omni-Channel Self Service Policies Abandon Rate 94

Beyond Philosophy

DECEMBER 16, 2021

If your digital experience isn’t quite ready for this role in the sales cycle, you should get it there. . I heard an excellent success story about the digital transformation of a formerly analog experience at a recent CX Network Live event. To register for the next CX Network Live event, please click here.

ROI 78

ROI How To Sales Leadership 78

CSM Magazine

MAY 12, 2021

Such experiences are driven by insights that lie within the heart of the contact centre and supported by a pragmatic approach to digital transformation. Calabrio’s new blog series explores the rise of the Connected Enterprise. Unlock the potential of digital transformation – with a cloud-based IT refresh.

Connections 64

Connections e-support Social Media Roadmap 64

Upstream Works

DECEMBER 14, 2022

That consideration will only come by shifting focus from customer service to customer experience (CX). Contact center technologies have long been built around that model, but as digital transformation impacts all facets of work and life, customer expectations have evolved. AI Use Case 1: CX Before an Agent Interaction.

Contact Center 78

Contact Center Self Service Chatbots Analysis 78

Lithium

MAY 4, 2021

The event for digital leaders is back! This September, you'll hear from leading global brands about creating winning digital-first strategies to deliver amazing customer experiences. Registration is free and open to anyone who wants to take their CX to the next level. Some blog areas are limited to Khoros customers only.

Conference 52

Conference Analytics Social Media Roadmap 52

Oracle

OCTOBER 19, 2020

We’re back with the next installment of Markies Monday, a weekly blog series designed to help you learn more about the 2020 Oracle Markie Awards and its categories, finalists, and winners. Make sure to check back each week to learn how Oracle CX customers are driving success and building customer relationships that last.

Connections 47

Connections Strategy Self Service Average Handle Time 47

AWS Machine Learning

FEBRUARY 6, 2023

This blog post is co-written with Bruno Mateus, Jonathan Diedrich and Crispim Tribuna at Talkdesk. This is the first of a two-part series dedicated to the integration of Amazon Lex with the Talkdesk CX Cloud contact center. In the following sections, we provide an overview of the components that have this integration possible.

Self Service 68

Self Service Contact Center Virtual Agent Chatbots 68

Upstream Works

AUGUST 5, 2021

One reason for rising cloud adoption is the variety of strong use cases, including better agent engagement, smarter call routing, improved self-service options, richer management reporting, more personalized CX, and more. Cloud-based Contact Center Solutions Support New Digital Channels. Rich Features Offer Personalized CX.

Contact Center 78

Contact Center Self Service Customer Journeys Call Center 78

Bizagi

FEBRUARY 10, 2020

However, tesearch from the Digital Banking Report, Improving the Customer Experience , found that only 37% of organizations have a formal CX plan in place. This means connecting information from back-end legacy systems and collaborating with front-end systems in a cohesive manner.

Financial 58

Financial Customer Experience Banking Net Promoter Score 58