Topdown

OCTOBER 5, 2017

The Forrester Wave™: Digital Experience Platforms, Q3 2017 report came out recently, and we were extremely interested to see how things have changed since the last DX Platform Wave came out in 2015.

Report 67

Report Marketing Customer Experience Customers 67

InMoment XI

APRIL 24, 2024

By providing round-the-clock support and personalized care, these centers play a crucial role in enhancing patient experience, improving outcomes, and fostering patient satisfaction. If you aim to enhance experiences across all interactions, InMoment’s XI Platform offers support for over 41 languages and dialects.

Contact Center 260

Contact Center Healthcare Contact Center Software Insurance 260

InMoment XI

FEBRUARY 7, 2024

Hotel guests have lofty expectations for excellent experiences; they also have feedback data coming at them from all directions. It’s a common struggle to effectively analyze this data, and then leverage it to optimize their customer experience (CX) efforts. Intelligent Digitized Experiences Hotel guests expect an experience.

Hotels 260

Hotels Guest Experience Travel Chatbots 260

InMoment XI

FEBRUARY 16, 2024

In this blog post, we delve into the first pillar – Strongest Signals – and explore how InMoment’s Integrated CX leverages AI and expert services to collect and connect experience data from every touchpoint in the multi-channel customer journey, forming the foundation of a holistic understanding of customer experiences.

Multi-Channel 260

Multi-Channel Touchpoint Social Media Customer Voice 260

Merkle

FEBRUARY 24, 2022

Years ago, they realized that solving for content was turnkey in their marketing tactics and digital footprint. Marketers have always struggled with enabling business users to manage content for seamless CX – with or without support from their technical counterparts. So here’s a bit of a history lesson:

Loyalty 59

Loyalty Marketing Data Management 59

InMoment XI

NOVEMBER 28, 2023

In the digital age, platforms such as Yelp, Google, Facebook, and Tripadvisor wield unprecedented influence over consumers’ purchase decisions. More importantly, reviews serve as a valuable source of information for companies looking to capture the Voice of the Customer and deliver improved customer experiences.

Management 346

Management Marketing Social Media Guidelines 346

Experience Investigators by 360Connext

MARCH 26, 2024

Unlock the future of customer experience as I, Jeannie Walters, team up with Greg Kihlström from the Agile brand to dissect the fascinating blend of strategy and technology that’s shaping how we interact with businesses today. Will this approach truly empower customers or is it merely a stepping stone to a fully digital future?

Banking 178

Banking Advertising ROI B2B 178

Topdown

MARCH 16, 2016

Forrester analysts have been doing a great job of summarizing, categorizing and evaluating what’s going on in the world of digital customer experience management.

Touchpoint 48

Touchpoint Customer Experience Management Software Customer Experience 48

Win the Customer

MARCH 7, 2016

What happened next taught me a great lesson in Customer Experience. Looking back at my experience, I could compare it to the many frustrating occasions where digital platforms damaged my experience instead of enhancing it. Digital is part of the way we do business and live, and this is great news.

Customer Experience 52

Customer Experience Social Media Contact Center CRM 52

Comm100

MARCH 20, 2024

When done right, digital communication offers governments and agencies the opportunity to build, maintain, and restore trust. Canada, and the UK, and offers insights into how digital communication can play a pivotal role in reversing this trend. This blog explores the decline of public trust in government, backed by data from the U.S.,

Government 188

Government Communication Self Service Chatbots 188

Comm100

OCTOBER 24, 2023

Omnichannel communication is about delivering a seamless player experience, regardless of how they interact. The Necessity of Multi-Layered Support During peak periods or major events, such as the return of the NFL, gaming platforms experience unprecedented traffic. They need platforms like Comm100.

Omni-Channel 231

Omni-Channel Multi-Channel Chatbots Touchpoint 231

Comm100

NOVEMBER 15, 2022

Firstly, the majority of consumers now want to connect with brands digitally. In Salesforce’ latest research, they found that 57% of customers prefer to engage through digital channels. For more information on why digital-first customer service strategies are growing, check out this blog.). The reasons for this are simple.

Omni-Channel 201

Omni-Channel Chatbots Social Media Software 201

C3Centricity

MARCH 12, 2024

The answer is that a business can benefit from technology in this digital age to attract high-quality traffic and engage customers effectively. Understanding the Challenge of Getting High-Quality Traffic The explosion of systems and platforms means that the digital landscape is crowded and noisy.

Customer Engagement 226

Customer Engagement Engagement Competitive Advantage Entertainment 226

TechSee

AUGUST 10, 2023

TechSee’s visual automation platform uses computer artificial intelligence (AI) and augmented reality (AR) to enhance customer and contact center engagements. As a visual platform, TechSee converts phone calls into live augmented reality sessions and enhances service automation by bringing computer vision AI to chat and automated workflows.

Connections 206

Connections Contact Center Average Handle Time First Call Resolution 206

Topdown

DECEMBER 14, 2015

In a recent webinar entitled Who Won the Digital Experience Race? Hint: It’s Not Over Yet , Forrester analysts Mark Grannan and Ted Schadler discuss why you need a digital experience platform, who’s winning the platform war, and how to go about choosing the best platform(s) for your organization.

Technology 48

Technology Customer Experience How To Customers 48

Comm100

DECEMBER 2, 2021

In 2021, evolving customer experience trends shook up the financial services industry. Customers demanded digital services to meet their needs, and as organizations rose to the demand, these high customer expectations led to innovative new services. For customers, this integration provides a seamless and excellent experience.

Financial 225

Financial Trends Customer Experience Chatbots 225

Uniphore

DECEMBER 13, 2021

Today’s retail customers have higher expectations than ever—particularly when it comes to digital customer experience. To remain competitive in this increasingly digital landscape, retailers must create an inviting and intuitive customer experience that works seamlessly from end to end and across all channels.

Retail 262

Retail Net Promoter Score Self Service Customer Experience 262

Comm100

FEBRUARY 1, 2022

To gain traction with prospective international students and effectively support those currently enrolled, it’s critical that schools have a digital omnichannel support system in place that allows students to connect with them on the digital channels of choice. For today’s students, digital support isn’t just preferred – it’s expected.

Engagement 190

Engagement Omni-Channel Chatbots Social Media 190

CSM Magazine

APRIL 30, 2024

In a project with Sabio Group, the digital customer experience (CX) transformation services specialist, the Hungarian firm was awarded a ‘Project Falcon’ Innovation Award for its transition path to a subscription business model. This partnership with Sabio aims to fill this gap and carry out an extensive global digital transformation.

Groups 52

Groups Multi-Channel e-support B2C 52

Comm100

MARCH 9, 2022

As consumers move further online and competition becomes fiercer, improving credit union member engagement should be at the top of every priority list – and it all starts with the credit union member experience. . In this blog, we’ll take a look at the top strategies that credit unions can employ to improve member experience.

Strategy 177

Strategy Omni-Channel e-support Financial 177

MyCustomer

JULY 3, 2019

Download this Whitepaper. Not a TM Form. Internal or External. Disable T&Cs requirement.

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2020 Research

APRIL 3, 2024

Key Takeaways Gen Z shows a strong awareness of excessive screen time, with 75% actively monitoring their digital consumption, while older generations exhibit contrasting habits. 1 slot as the platform they find hardest to resist. 1 slot as the platform they find hardest to resist. Older individuals in the U.K.

Social Media 52

Social Media Study Groups Survey 52

CSM Magazine

APRIL 30, 2024

Digital tools are rapidly transforming how patients engage with their care and how providers deliver medical services. These tools are re-chiseling the very structure of the patient experience. In this article, we’ll go over how digital tools improve patient experiences in healthcare.

Healthcare 52

Healthcare Tools Wait Times Call Center 52

Beyond Philosophy

MARCH 29, 2024

However, his ghosting experience didn’t come from a romantic partner but a professional one. The ease of digital communication is eroding traditional manners. It shows how communication norms differ across platforms. Understanding the norms of each platform and maintaining in-person connections can help avoid being ghosted.

Communication 89

Communication Interaction Connections Consumers 89

BirdEye

MARCH 6, 2023

Digital customer experience has become one of the most critical factors in building a successful business. With the majority of customer interactions happening online, local brands and businesses must ensure that their digital presence is up-to-date, easily accessible, and user-friendly.

Healthcare 98

Healthcare Automotive Hospitality Social Media 98

SmartMessage Blog

JANUARY 21, 2024

What is a Marketing Platform? Marketing platforms are comprehensive tools that empower businesses to manage and automate various aspects of their marketing strategy effectively. They enable businesses to leverage digital marketing platforms efficiently, ensuring consistency and efficiency in all marketing efforts.

Omni-Channel 59

Omni-Channel Multi-Channel Social Media Analytics 59

West Monroe

FEBRUARY 13, 2024

Listen to "The Digital Stadium: How the New Fan Experience Can Drive Revenue" on Spreaker. About the episode Explore the transformative power of AI and digital technology in the sports industry on our latest episode, which features Satisfi Labs CEO Don White. Could you share your thoughts on this evolution?

Sports 98

Sports Tourism Entertainment Technology 98

Topdown

JULY 22, 2016

The biggest obstacle to delivering consistent customer experiences at every touchpoint throughout the customer journey is silos. Within many, if not most, large businesses, there are thick metaphorical walls between departments, lines of business, campuses, etc.

Touchpoint 48

Touchpoint Customer Journeys Technology Customer Experience 48

Magellan Solutions

APRIL 22, 2024

In the digital age, a safe online community is very important. We will also include some advice from Magellan Solutions experts, who will, in one way or another, seek to expound on the meanings of content moderation in building a safer digital space. One way to do this is content moderation. Let’s dive right in!

Tools 52

Tools Tips Guidelines User Experience 52

SaleMove

JANUARY 19, 2024

Understand the impact of technology integrations that extend the value of your core, foundational fintech platforms and improve customer experiences. The post How to Realize the Full Value of Technology Integrations appeared first on Glia Blog | Digital Customer Service Explained.

Technology 85

Technology How To Customer Service Customer Experience 85

Gainsight

APRIL 8, 2024

With teams being downsized and CSMs being held accountable for more, the role of how digital motions come into play is more crucial than ever. to Digital CS , drawing insights from research analysts and industry thought leaders. However, in the digital age, proactive engagement has become the norm.

Customer Success 52

Customer Success Training Engagement Customers 52

Optimove

MAY 1, 2024

With tools like Target Group Discovery, Journey Orchestration, WhatsApp Integration, Self-Optimizing Streams, and Opti-X, marketers can unlock insights, personalize experiences, and optimize campaigns in real-time, ensuring superior engagement and conversion rates in an ever-evolving marketing landscape. May the Fourth Be with You!

Marketing 52

Marketing Groups Customer Insights Customer Journeys 52

2020 Research

APRIL 3, 2024

Digital detoxing is a trend that’s increasingly talked about, but what does it look like in reality? Discover intriguing findings about individuals’ thoughts on taking breaks – or digital detoxes – from technology and gain a deeper understanding of the evolving ways populations use social media.

Social Media 52

Social Media Study Trends Groups 52

CSM Magazine

APRIL 25, 2024

With the advent of digital technology and social media, customer expectations are higher than ever. Maintaining a Strong Online Presence In the digital age, an online presence is crucial for attracting customers. Use Visuals and Simplified Explanations Incorporate visuals like digital flipbooks to break down complex information.

Social Media 52

Social Media Customer Journeys Multi-Channel Touchpoint 52

Inbenta

APRIL 10, 2024

DALLAS, TX – March 26, 2024 – Inbenta, a complete customer experience platform powered by AI, today unveiled three enhancements to its award-winning Digital Instructor product (formerly Horizn Digital Demos). Enhancements include: VOICE: Customers can now enable step-by-step voice instructions on every Digital Instructor.

Contact Center 52

Contact Center Training Video Tools 52