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NetBase
SEPTEMBER 11, 2019
In the example below, the insight “neck brace” emerged as the top insight for a category topic on makeup. Brands can not only identify who is talking about a topic, but also the unique characteristics of an audience – all from a trend analysis!
C Space
SEPTEMBER 11, 2019
last year, brand tracking agency, Catalina, reported that 90 of the top 100 CPG brands lost market share and that combined dollar sales volume was also down — despite sales growth in every major category in which they compete. And this shift has very real commercial implications. In the U.S. Consumers are rejecting the big brand narrative.
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CloudCherry
SEPTEMBER 11, 2019
Author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business), Annette Franz was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized as a top thought leader in Customer Experience.
Oracle
SEPTEMBER 11, 2019
Respondents indicate that the top 3 benefits of implementing voice and chatbot systems include faster resolution of customer issues, increased overall operational efficiencies, and a more differentiated customer experience as compared to rivals.
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
The 'great resignation' and the 'great talent reshuffle' have impacted contact center and customer support staff as much, if not more than, any other part of the workforce.
Helen Dewdney
SEPTEMBER 11, 2019
The annual survey of more than 6,000 passenger experiences details this year’s top and bottom ranking airports countrywide. Worst UK airport named and shamed Airport lows. has revealed the best and worst rated airports in the UK for 2019. It scored 42% overall.
SurveySparrow
SEPTEMBER 11, 2019
No matter the size of your business, you should always be on top of it and making your customers aware of your brand should be a task that you keep performing religiously. Brand recall: Is your product the top-of-the-mind category? These thoughts are naturally expressed, so they are more valuable. .
Advertiser: ZoomInfo
Recent digital transformation has shifted the B2B landscape by ushering in the era of buyer empowerment. With more access to user reviews, analyst opinion, and industry research, decision-makers are more informed than ever while navigating what is now known as the “buyer’s journey.”.
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Having provided outsourced customer support to some of the world’s top brands, we know what works, and now we’re sharing that with you. Today’s most successful brands understand how great customer support can grow their bottom line.
Advertiser: ZoomInfo
On top of ever-increasing advancements on the technology front (hello, artificial intelligence), try adding record-low unemployment and candidates’ virtual omnipresence and you’ve got yourself a pretty passive, well-informed, and crowded recruiting landscape. The good news?
Speaker: Conference Speakers
See inside the operations of top performing customer experience teams, and improve your organization’s CX outcomes. Join us to learn from the leaders at DX Summit ‘22, August 17-18. Today’s teams need to operate cohesively like never before, managing the pace of both technological change and customer needs and demands.
Advertiser: ZoomInfo
Given data’s direct impact on marketing campaigns, reporting, and sales follow-up, maintaining an accurate and consistent database is a top priority for B2B organizations. However, investing in new technology isn’t always easy, and commonly, it’s difficult to show the ROI of data quality efforts.
Advertiser: Vanilla Forums
This year's edition includes: Insight from 21 top community experts. What impact has the global situation had on the community and what can we expect moving forward into 2021? This year's annual Community Predictions will provide you with everything you need to know to succeed in 2021. 7 key trends to expect in 2021.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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Download Enghouse's eBook today and learn the top reasons you should move to the cloud! With comprehensive security, unmatched scalability, cost certainty, and guaranteed reliability, a cloud-based contact center solution will serve your customers 24/7 without the operational headaches and cost issues of an on-premise solution.
Speaker: Lauren Barash, Vice President, Brand Marketing
Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business.
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Find out the top 6 CSR complaints at work and how you can resolve these issues with an omnichannel customer service platform. Your customer service agents are the voice of your brand and have a huge impact on every stage of the customer journey – and yet the agent experience is still often overlooked.
Speaker: Tony Medrano, CEO of RapportBoost.ai
Customer preferences are constantly evolving, creating the need for contact centers to change in order to meet their needs. What communication channels do customers prefer?
Speaker: Vicki Herrell, Executive Director, SWPP, & Steve Kosiba, Product Marketing Manager, Genesys
Register now for this webinar to learn the top five things to look for in a workforce optimization solution. Even the most powerful tools become simple to use. And smooth communications with operations staff and accountability to plan become your daily reality.
Speaker: Brian Morin, CMO, SmartAction & Patty Kleinfeldt, Director of Q&E, AAA
One of the most trusted brands in the world, AAA, took the most critical aspect of their Customer Experience and handed it over to an AI-powered virtual agent for omnichannel self-service. It may seem quite risky to leave emergency roadside assistance in the hands of a virtual agent, but AAA took careful steps to ensure it was done right.
Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc
Scripts have been around as long as contact centers. They attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. But scripts have had a variety of issues. In some cases, legal requirements mandated that scripts be read verbatim, word for word.
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Want to know where CX is heading in 2023? From the Metaverse and Web3 to how macroeconomic influences are impacting CX, this Trend Report will give you a taste of what is to come in the year ahead and beyond. The Report also features some great tips on what you can do to leverage these trends in your business.
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We’ve all had surveys that we’d rather forget, and there are so many ways a well-intentioned survey can go terribly wrong. Surveys are an important part of your customer experience, which mean they require the same level of strategy, planning, design, and management that you apply to your most important customer journeys and interactions.
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Improving lead efficiency is critical to driving profitability for your outbound contact center. By analyzing the right reporting metrics to get your true CPA, you can use smart dialing strategies in real time and dramatically improve contact rates.
Advertiser: ZoomInfo
In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.
Advertiser: TTEC
Today’s customers want to be met on the channel of their choice with experiences that are both personal and unique. Meeting these needs means delivering relevant experiences through the right technology such as messaging. Discover three ways to improve business outcomes by deploying messaging and AI to meet these expectations.
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Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.
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One of the top trends driving a new communication experience is how companies are competing on the customer experience. Organizations that combine contact center and business communications see 3x higher customer satisfaction and 2.4x revenue growth.
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Having provided outsourced customer support to some of the world’s top brands, we know what works, and now we’re sharing that with you. Today’s most successful brands understand how great customer support can grow their bottom line.
Speaker: Sam Hahn, VP of Technology & Technology Evangelist, eGain Corporation
You will learn top trends, proven use-cases, best practices, and real-world at-scale success stories for contact center AI. What the top trends are, the best practices, and real-world use-cases in using these new technologies. Register for upcoming webinar “Beyond the Hype: Contact Center AI That Works”.
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Download the eBook and discover new ideas to fuel your business’ top and bottom line! This eBook covers the impact of CX on location-based businesses, and shares best practices for collecting and turning feedback into data-driven actionable insights.
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Outcome-based CX has become a top priority for most organizations. The best experiences recognize us, engage us holistically, and treat us as “humans”; giving us a feeling of connectedness and being cared for.
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It’s important to know what a poor onboarding experience looks like, the associated hidden costs, and how to build a top-tier onboarding experience for your customers so you can avoid losing hard-earned revenue. A poor experience can result in losing current and future customers, and unnecessary overhead.
Advertiser: Vanilla Forums
Updating and upgrading how you meet customer expectations should be a top priority for any company, and though it might sound like a weighty task, there is an uncomplicated solution: Community. Though we see this as an obvious connector, we realize that not everyone will.
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Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself.
Speaker: Colin Shaw, Founder & CEO, Beyond Philosophy
In this webinar, Colin Shaw, Founder of Beyond Philosophy and recognized by LinkedIn as one of the worlds top 150 business influencers will that you need to embrace the fact that by understanding Customer emotions and psychology you will be able to design an experience that influences Customers decision making and their behaviour.
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Today, top brands are tapping into the millions of customer conversations happening every day across channels — phone, email, chat, social media, 3rd party review sites — to capture a representative Voice of the Customer.
Speaker: Rosetta Carrington Lue, CEO, RCL Customer Experience Solutions, LLC
By investing and focusing on employee engagement, your company will be able to increase productivity, retain top talent, and increase your customers' experience. Low engagement can be caused by several factors including lack of recognition by managers, poor company communication and not being aligned with the mission of the company.
Speaker: Conference Speakers
Topics will include: Top-Notch Engagement Program Strategies that Create Community & Drive Collaboration. Forward-looking organizations take the challenges of today and turn them into the competitive advantages of the future. Explore how you can get your workers and organization ready for whatever the future holds.
Speaker: Brian Morin, CMO, Mark Landry, VP Product, Marilyn Cassedy, Director of Customer Success, SmartAction
Understand top use cases driving conversational AI adoption. Join Brian Morin, Mark Landry, and Marilyn Cassedy of SmartAction, and learn how to streamline your customer service. In this webinar, you will learn: How to categorize interactions for AI applicability. Real-world examples from 6 leading companies.
Speaker: Brian Morin, CMO & Mark Landry, VP of Product at SmartAction
In a world where top businesses are always battling for the best technology, you have to ensure that your virtual agent's design is the best in the competition. But how do you do this?
Speaker: Jeb Dasteel, Former CCO, Oracle and Owner, Dasteel Consulting
Even the role of the chief customer officer - or top Customer Success executive - differs endlessly across organizations large and small. "Customer Success” has become extremely popular in the last several years but has turned into one of those terms so varied in interpretation that it has lost meaning.
Speaker: Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics
The top 5 tips for successful contact center cloud migrations. Join Sheila McGee-Smith, contact center industry analyst and No Jitter blogger, along with Elizabeth Magill, the Senior Director of Product Marketing at Cyara, as they discuss tried and true best practices for avoiding the potential pitfalls of CX migration.
Speaker: Errol S. van Engelen, Author, Speaker and Independent Advisor
In today’s high-pressure world, digital transformation is everywhere on the agendas of corporate boards and has risen to the top of CEOs’ strategic plans. Artificial intelligence, blockchain, 3D printing, the Internet of Things, and drones are some of the emerging technologies that are already transforming our world.
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