Beyond Philosophy

DECEMBER 28, 2023

Mead says that the technology necessary to do this already exists. Moreover, tomorrow’s customers will demand this simplicity and fluidity in their AI interactions. These parts of the interaction will drive the proactivity. The customer service experience occurs at every channel and every life cycle stage.

Self Service 88

Self Service Airlines Conference Call Center 88

TechSee

MARCH 10, 2021

We are living in a ‘remote first’ world where visual engagement has become a critical piece in our current day-to-day interactions. Zoom classrooms, livestream weddings, and GoToMeeting staff conferences have become part and parcel of our everyday lives. Visuals lower effort and add convenience to interactions.

Self Service 109

Self Service Customer Service Video Engagement 109

eGain Blogs

AUGUST 12, 2022

And we are glad to say that eGain Solve 22 Conference is an industry event unlike any other. It is the Knowledge Management conference your CX needs. 1 technology for enhancing the three main customer service perspectives of operational performance, CX and employee experience.”. You will know the megatrends.

Conference 87

Conference Self Service Chatbots Contact Center 87

Education Services Group

OCTOBER 27, 2020

TSIA’s conferences are always jam-packed with best-practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. The TSIA Interact sessions I attended were all fantastic. This year’s TSIA Interact was my first time experiencing the conference.

Interaction 52

Interaction Conference Customer Journeys Customer Success 52

Calabrio

MAY 10, 2019

I’m excited to share that Calabrio is sponsoring the Gartner Customer Experience & Technologies Summit 2019 on 22-23 May in London. You’ll learn how to use technology to support voice-of-the-customer strategy and how to staff your team for success. So, how can how you can shape CX for improved outcomes at your organisation?

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

ShepHyken

MARCH 12, 2021

A study by McKinsey Consulting in April 2020 indicated that digitally-enabled sales interactions were at least twice more important during the pandemic than they were in the pre-COVID-19 era. That’s not surprising given that sales teams have been unable to physically interact with the potential clients at this point.

Strategy 150

Strategy Self Service Customer Journeys B2B 150

Kayako

MARCH 21, 2017

Every interaction we have with our customer influences whether or not they will return. According to the customer quotient study , technology has the third highest rating for industries where customers feel respected. The first part of your interaction should demonstrate you can see the problem they’re suffering.

Interaction 211

Interaction How To Self Service Customers 211

ijgolding

JULY 18, 2018

In the early part of that decade, I would always leave conferences with at least one ‘nugget’ of inspiration. I am therefore very excited to be able to share the news that Incite Group’s Customer Service & Experience Summit Europe (18-19 Sept) comes to London for the first time. Basic support resolution is not enough.

Self Service 123

Self Service Customer Service Customer Experience Groups 123

Alliance by IFS

OCTOBER 1, 2019

This session at Field Service Sit-Down 2019 will leverage the 30+ years of experience that the Astea APAC team has in helping Field Service organisations accelerate their service transformation journey. The theme for this year’s conference focuses on the importance of both agility and customer centricity.

Self Service 81

Self Service Conference Video Social Media 81

Kustomer

OCTOBER 22, 2020

Modernizing CX With Modern Strategies and Technology. For an organization that isn’t as digitally native, tools and technology can be a springboard to modernize the experience they provide. Before the global pandemic, delivery company Glovo was already testing out automation and self-service, but the pandemic accelerated that need. “A

Conference 96

Conference Self Service Sports CRM 96

Gainsight

NOVEMBER 16, 2023

As the sun sets on the city of bicycles, the Pulse community reflects on the power of technology to help us all have more time for what matters most: each other. Critically, we also learned from each about how to put those technologies into day-to-day practice to drive incredible customer experiences and outcomes at scale.

Self Service 52

Self Service Touchpoint Conference CRM 52

ShepHyken

JUNE 19, 2019

I recently shared the stage with Jeff Nicholson, global head of CRM for Pegasystems, at the PegaWorld users conference in Las Vegas. Employees should be armed with information about the customer’s past calls, purchases, and any other interaction they have had with the company. Customers like a good self-service solution.

Self Service 132

Self Service Customer Service Conference Customer Service Training 132

PeopleMetrics

JUNE 26, 2019

Yet despite these technological advancements, it appears that many of those charged with leading these initiatives are too focused on polished, buzzword - laden tools , and are in turn losing focus of why these programs exist in the first place – t o enhance the c ustomer experience. Do it for me – This is no longer the age of self service.

Chatbots 115

Chatbots Self Service Net Promoter Score CEM 115

Interactions

MARCH 28, 2019

Recently, I attended two highly informative conferences which looked at AI technologies and their impact on customer engagement – the Conversational Interaction Conference hosted by AVIOS in San Jose and Enterprise Connect conference in Florida. 1 in 4 contact centers could be fully automated in 5 years.

Customer Engagement 63

Customer Engagement Self Service Engagement Contact Center 63

Call Experts

FEBRUARY 19, 2020

Two key factors that directly correlate to the growth of your businesses: How well you utilize the latest technologies. After interacting with the business, customers with a positive experience form a positive image of your brand. Self-Service Tools. Your customer must enjoy interacting with your team.

Self Service 80

Self Service Customer Experience Customer Journeys Contact Center 80

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. His specialty is exploring the connection between customer service and technology. Follow on LinkedIn. Michael is currently SVP Innovation Strategy, Salesforce.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Inbenta

AUGUST 17, 2021

In turn, it will respond with a voice of its own without the need for human interaction on its end. AudioCodes designs, manufactures, and sells advanced Voice over IP solutions to global enterprises, medium and small businesses as well as to service providers globally. Integrate Inbenta technology with Google Assistant.

Chatbots 94

Chatbots Customer Service Self Service Competitive Advantage 94

Kustomer

OCTOBER 22, 2020

Modernizing CX With Modern Strategies and Technology. For an organization that isn’t as digitally native, tools and technology can be a springboard to modernize the experience they provide. Before the global pandemic, delivery company Glovo was already testing out automation and self-service, but the pandemic accelerated that need. “A

Conference 52

Conference Self Service Sports CRM 52

Beyond Philosophy

OCTOBER 20, 2022

That said, AI technology provides options for predictive analytics in experiences we never had access to before. First, he discovered a company through shared interests, conferences, and research articles, called NICE Enlighten AI CX Program, which he covers in the book. Moreover, it improves customer interaction.

Self Service 78

Self Service Contact Center Banking System 78

Beyond Philosophy

AUGUST 17, 2023

Time Well Saved Another critical idea here is that services are often time well saved. Pine picked up this idea from a speaker at a conference where Pine was also giving a presentation. He sees organizations that provide services are doing things for customers so they can do something else. Plus, you lose human interaction.

Self Service 78

Self Service Hospitality Video Customers 78

CSM Magazine

SEPTEMBER 30, 2022

Calabrio , the workforce performance company, recently welcomed customers back to its Calabrio Customer Connect conference in Orlando, Florida (Sept. Joint runner-up: Implements self-service, updates knowledge base and adds agent coaching to increase topline revenue. 26-29), after two years of virtual sessions. About Calabrio.

Analytics 52

Analytics Net Promoter Score Self Service Effort Score 52

Alliance by IFS

SEPTEMBER 14, 2019

This year’s Smarter Services™ Symposium leadership conference , September 16-18 in Chicago, will bring together more than 250 manager and VP-level service leaders to share and learn from one another’s executive leadership experiences. Who Should Attend the Smarter Services™Symposium in Chicago, and Why?

Meeting 62

Meeting Conference Customer Journeys Self Service 62

CSM Magazine

OCTOBER 27, 2020

Calabrio , the customer experience intelligence company, unveils the new Calabrio ONE workforce engagement management (WEM) suite at its first-ever virtual Calabrio Customer Connect (C3) conference, October 27-28, 2020. Calabrio is the customer experience intelligence company that empowers organisations to enrich human interactions.

Customer Engagement 52

Customer Engagement Engagement Self Service Conference 52

Eptica

JULY 18, 2018

Author: Neil Cox - Account Manager By 2021, 15% of all customer service interactions will be completely handled by AI - an increase of 400% from 2017. And by 2022, 72% of interactions will involve an emerging technology such as machine-learning, chatbots or mobile messaging - up from 11% in 2017.

Self Service 63

Self Service Chatbots Technology Interaction 63

C3Centricity

FEBRUARY 18, 2019

I presented last week at an exciting, forward-looking conference in Fort Lauderdale, USA. It was ITEXPO , a successful conference celebrating its twentieth anniversary this year! AI is not one technology: Despite what digital marketers may have hoped, AI is not the solution to all our problems. Click To Tweet.

Marketing 149

Marketing Chatbots Self Service Conference 149

Eptica

APRIL 12, 2019

Author: Pauline Ashenden - Marketing Manager It’s been a busy few weeks in customer experience, with the Institute of Customer Service’s Annual Conference and the Call and Contact Centre Expo both happening in the UK, ahead of this week’s Stratégie Clients. Published on: April 12, 2019.

Conference 76

Conference Self Service Fashion Ecommerce 76

Call Experts

FEBRUARY 12, 2020

AI-powered technology that addresses the needs of a changing workforce. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. Key providers are building professional services and resources to assist customers with strategic AI plans.

Contact Center 69

Contact Center Trends Call Center Customer Journeys 69

Magellan Solutions

JULY 29, 2021

Once a technological possibility for some industries, the reality is disrupting sectors across markets globally and affecting all aspects of our lives. . The Asian Development Bank predicts that by 2030 AI and similar technologies could displace 286,000 workers or almost a quarter of the people in the telemarketing call center Philippines.

Call Center 52

Call Center Self Service Social Media Omni-Channel 52

Team Support

APRIL 28, 2020

In the first part of our series, we focused on the pre-conversation efforts of setting yourself up for successful chat interactions with B2B customers. Also, if it’s appropriate, the email can even have customer-specific information promoting a user conference or event.

B2B 59

B2B Self Service Touchpoint Conference 59

Lithium

AUGUST 11, 2021

The annual South by Southwest (SXSW) Conference & Festivals features a variety of tracks that focus on the most important breakthroughs in technology, film, culture, and music. Today, the public has the opportunity to vote for the panels they’d like to learn and hear about in the 2022 event programming.

Self Service 52

Self Service Social Media e-support Conference 52

Alliance by IFS

APRIL 2, 2019

Whether or not you’re attending the conference in the UK , you need field service management software to help your business navigate the experience economy. We at Astea invite you to think of this post as a brief guide to using technology to provide great service and create memorable customer experiences.

Software 88

Software Management Self Service Call Center 88

Avaya

NOVEMBER 2, 2017

At the recent Monage Conference , where Jeff Pulver invited me to speak, I talked about chatbots and shared how they can transform customer experiences for large enterprises. I highlighted how Avaya is extending our reach in contact centers with chatbot and artificial intelligence technologies. The Avaya Solution.

Chatbots 57

Chatbots Customer Experience Self Service Contact Center 57

Bold360

OCTOBER 25, 2018

Last week the Bold360 team ventured off to Las Vegas for the Technology & Services World Conference. Customers Want Self-Service: We are all used to the instant gratification we get by having access to the world in our pockets.

Self Service 40

Self Service Customer Experience Conference Customers 40

Verint

MAY 1, 2018

Today Verint announces a line-up of conferences and digital events taking place in May that focus on digital and omnichannel customer service, GDPR compliance, automation and artificial intelligence, as well as the upcoming Engage TM global customer conference. Artificial Intelligence Conference. May 1-2; New York City.

Self Service 22

Self Service Customer Engagement Engagement Omni-Channel 22

Verint

FEBRUARY 20, 2018

Remember that the Verint Systems Engage global customer conference takes place May 14 - 17, 2018 in Dallas, Texas—an interactive event designed to help customers and partners engage with industry peers and make the most of Verint solutions. If not, check it out here for a link to the conference registration website and all the details.

Innovation 30

Innovation Self Service Healthcare Competitive Advantage 30

Kustomer

JANUARY 11, 2022

Some form of service is essential, even if it comes in the guise of digital assistants. Being able to hear the voice of the customers interacting with your business is vital to success. Nonetheless, many companies still rely on self-service solutions instead of switching to a 24/7 model. Meeting Market Demand.

Customer Service 98

Customer Service e-support Self Service Customer Retention 98

Circular Edge

DECEMBER 8, 2021

Capabilities Whitepaper is available which highlights all tools, features & technologies within 9.2 A popular session for Getting Started with Orchestrations was CE’s interactive 2-hour workshop where customers had the opportunity to get hands-on with the Orchestrator Studio to create, test & troubleshoot their automations.

Resources 52

Resources Self Service Consulting Innovation 52