InMoment XI

FEBRUARY 2, 2024

On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond. This isn’t just in industries like tech or finserv—this tech is breaching every market.

Hospitality 260

Hospitality Call Center Retail NPS 260

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

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. They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

2020 Research

JULY 12, 2023

Sago Appoints New Leaders Expanding its Commitment to Innovation and Improving the Human Experience in Research Iselin, NJ—July 11, 2023 Sago ( formerly Schlesinger Group ), a global research and data partner connecting human answers to business questions announced the appointment of two key leaders to its executive team.

Leadership 52

Leadership Sales Marketing Innovation 52

2020 Research

JULY 12, 2023

Sago Appoints New Leaders Expanding its Commitment to Innovation and Improving the Human Experience in Research Iselin, NJ—July 11, 2023 Sago ( formerly Schlesinger Group ), a global research and data partner connecting human answers to business questions announced the appointment of two key leaders to its executive team.

Leadership 52

Leadership Sales Marketing Innovation 52

AWS Machine Learning

MAY 9, 2024

The rapid advancements in artificial intelligence and machine learning (AI/ML) have made these technologies a transformative force across industries. According to a McKinsey study , across the financial services industry (FSI), generative AI is projected to deliver over $400 billion (5%) of industry revenue in productivity benefits.

Government 100

Government Policies Guidelines Leadership 100

ChurnZero

MAY 17, 2022

WASHINGTON , May 17, 2022 — ChurnZero , a leading Customer Success platform, has earned multiple accolades from business and SaaS industry groups for its product innovation and industry leadership. The “CODiEs” are a highly recognized, premier awards program for the business software industry.

Industry 98

Industry Chief Customer Officer Leadership Software 98

Blake Morgan

MAY 17, 2023

Delivering an amazing customer experience starts at the top with customer-focused leadership. There is incredible power in customer-focused leadership. LoveSac has disrupted the competitive furniture industry because of Shawn’s willingness to adapt to meet customers’ changing demands.

Customer Focused 59

Customer Focused Leadership Effort Score Customer Centricity 59

CSM Magazine

FEBRUARY 28, 2024

It’s been a long and fascinating journey of growth, innovation, and an unwavering commitment to putting people first. From day one, the goal was clear – solve problems for customers and agents by leveraging technology in innovative ways. It’s about empowering people with technology. How did we get here?

Leadership 52

Leadership Innovation Groups Conference 52

West Monroe

AUGUST 15, 2023

Artificial intelligence is rapidly becoming a force in the manufacturing industry, permeating various processes like semiconductors, software applications, and robotics. Emphasizing responsible implementation, the Manufacturing Leadership Council's Manufacturing in 2030 Project explored AI's opportunities and challenges in the industry.

Industry 52

Industry Leadership Government Report 52

West Monroe

AUGUST 15, 2023

Artificial intelligence is rapidly becoming a force in the manufacturing industry, permeating various processes like semiconductors, software applications, and robotics. Emphasizing responsible implementation, the Manufacturing Leadership Council's Manufacturing in 2030 Project explored AI's opportunities and challenges in the industry.

Industry 52

Industry Leadership Government Report 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

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

TechSee

FEBRUARY 21, 2022

Clearly, companies that generate value from AI consider the technology a worthwhile business transformation initiative. Artificial intelligence is a technology that mimics human activity, decision-making, and learning. There are many ways AI is helping businesses across industries gain a competitive advantage. Automate Workflow.

Innovation 109

Innovation Company Self Service Insurance 109

CSM Magazine

MAY 23, 2023

Expansion of Leadership Accelerates Development and Delivery of Products for Customer Success. Calabrio , the workforce performance company, today announced the appointment of Joel Martins as Chief Technology Officer (CTO), spearheading Calabrio ONE’s true-cloud Artificial Intelligence (AI)I solutions and customer-centric innovation.

Innovation 52

Innovation Contact Center Customer Centricity Leadership 52

Oracle

FEBRUARY 22, 2021

In celebration of Black History Month, we’re highlighting some of the leading Black innovators shaping the technology world and taking us in bold new directions. Join us in celebrating the tremendous contributions today’s Black women leaders are making to technology, engineering, and beyond.

Technology 100

Technology Government Innovation Leadership 100

Experience Investigators by 360Connext

FEBRUARY 27, 2024

Join us for a conversation that will leave you with a richer understanding of the AI revolution in customer experience and ready to embrace the future of innovation and opportunity. This episode takes you through the crucial balance of meeting customer needs while navigating the complexities of AI-driven markets.

Case Study 143

Case Study Leadership Customer Satisfaction Meeting 143

Uniphore

SEPTEMBER 7, 2021

We discuss: New CX innovations in the insurance industry. New CX innovations in the insurance industry. A customer-first approach is rising in popularity across all industries including insurance. Only then can a company stay on the razor-edge of innovation. A 5-step CX process. A 5-step CX process.

Insurance 100

Insurance Industry Innovation Analytics 100

Clarivate

FEBRUARY 15, 2023

Our Top 100 Global Innovators report and list for 2023 is out. For 12 years, Clarivate has identified the companies and institutions whose research and innovation don’t just sit on the edge of possibility but define it. The Top 100 Global Innovators demonstrate the talent and judgement to lead, to create new possibilities and horizons.

Innovation 52

Innovation Report Analysis Automotive 52

TechSee

DECEMBER 4, 2018

Our goal is to partner with innovative Tier-1 companies, by providing them with digital solutions that enable them to exceed their customers’ expectations. Following this Vodafone innovation proof of concept, two additional rollouts were carried out by Vodafone UK and Vodafone Portugal. TechSee-Vodafone partnership. M annually.

Innovation 95

Innovation Self Service Telecommunications Customer Satisfaction 95

BlueOcean

NOVEMBER 30, 2018

In his new role, Miller has senior responsibility for the company’s workforce strategy and driving innovative workforce solutions that support Blue Ocean’s growth. Blue Ocean supports clients across a wide range of industries including eComm, grocery/CPG, technology, insurance, and fintech.

Management 227

Management Insurance Leadership Customer Care 227

West Monroe

MAY 17, 2023

Forward-thinking technology has become table stakes for all banks, especially given the rapid growth of fintech companies shaping the market. Fintechs, digital currencies, and neo banks are creating an increasingly fragmented industry with a myriad of digitally forward options for consumers. With upwards of $4.7 With upwards of $4.7

Banking 52

Banking Technology Innovation Roadmap 52

West Monroe

OCTOBER 19, 2023

To support their digital aspirations, manufacturers expect to increase technology investment relative to current levels. In research for the Manufacturing in 2030 Project , 91% of organizations said they expect to increase spending on technology—29% expect increases to be “significant.”

ROI 52

ROI Technology Strategy Return on Investment 52

Gainsight

MAY 31, 2023

Gainsight has also earned the top spot in the Enterprise Relationship Index, with a 91% relationship score, surpassing the industry average of 83%. Earning a Top Rated Award means you’ve provided excellent customer satisfaction, proving your credibility and helping buyers make confident technology decisions.

Leadership 52

Leadership Gamification Analytics Customer Satisfaction 52

ChurnZero

MAY 17, 2022

WASHINGTON , May 17, 2022 — ChurnZero , a leading Customer Success platform, has earned multiple accolades from business and SaaS industry groups for its product innovation and industry leadership. The “CODiEs” are a highly recognized, premier awards program for the business software industry.

Industry 52

Industry Chief Customer Officer Leadership Software 52

2020 Research

FEBRUARY 29, 2024

Key Takeaways While AI technology has the potential to enhance the research process, it’s unlikely to replace human respondents entirely. Get a front-row seat to the latest thinking, developments, and partnerships shaping the market research industry. AI’s Role in Research Fact or Fiction: AI technology will replace the respondent.

Trends 59

Trends Innovation Leadership Data 59

Think Customers

NOVEMBER 2, 2022

She brings to her role more than 30 years of experience establishing and scaling innovative businesses. It’s relevant for every company in every industry. There’s a lot of really exciting work to be done, lots of innovation that can be done with data, personalization, and technology.

Leadership 52

Leadership Self Service Culture Employee Experience 52

Oracle

MARCH 11, 2020

Female pioneers in CX technology have been shaping the field since the earliest days and continue to create change and exciting new experiences, technology, and ideas. Today, women in CX are driving innovation, rethinking what the customer experience means, and bringing these insights to new industries and audiences.

Customer Journeys 83

Customer Journeys Technology Chief Customer Officer Video 83

CSM Magazine

SEPTEMBER 1, 2022

Leaders across the ecosystem are emphasizing the importance of technology to overcome these challenges. In this webinar, discover how leaders are driving a new era of the contact center – one that is augmented by innovative technology, powered by agents and is the cornerstone of an organization’s CX success.

Technology 52

Technology Customer Service Contact Center Employee Engagement 52

NICE inContact

JULY 11, 2017

For Focus’ leadership, it begins in the cloud. Focus delivers low cost, high quality outsourcing solutions for small businesses and Fortune 100 companies alike across a variety of industries and a variety of contact types—from sales calls to technical support and general customer service interactions. A partner in innovation.

Customer Expectations 120

Customer Expectations Innovation Contact Center Call Center 120

Clarivate

JUNE 29, 2022

In today’s knowledge economy, the intangible assets that stem from the innovation process account for a significant portion of a company’s value. This shift in the innovation process has placed two disciplines that are often treated independently, knowledge management and intellectual property management, under scrutiny.

Innovation 52

Innovation Leadership Strategy Culture 52

CX Centric

OCTOBER 4, 2021

CX-Brussels in collaboration with CX-Centric hosted an event on CX Leadership which was on the 9th of September 2021. The online event was predominantly attended by Belgian-based Customer Experience professionals from most insurance companies. Jonathan then touched on the 8 key pillars of digital transformation.

Leadership 52

Leadership Customer Experience Customer Centricity Roadmap 52

CSM Magazine

MAY 16, 2024

We work in the most valuable industry in business. Not only do we hold the keys to business success through data and all the conversations had with customers, but we work in the most friendly, warm and welcoming sector in the form of the contact centre/customer service industry. ” Those insights drive constant innovation.

Customer Service 52

Customer Service Banking Consulting Groups 52

Customer Bliss

JULY 4, 2017

They won CX Innovation Awards in both 2015 and 2016, so he seemed like a great person to bring on and discuss what he’s doing with his team — and how/why. Sandy Spring Bank received the 2015 CX Innovation Award given to the top 5 organizations globally by the Customer Experience Professionals Association. About Mark.

Banking 143

Banking Leadership Net Promoter Score Customer Journeys 143

Customer Bliss

NOVEMBER 15, 2018

Samantha shares how she’s used her communications and marketing background to unite leadership across silos within her organization to provide a more efficient and unified customer experience. CX #Leadership Click To Tweet. 1 – Look Deeper than Surface-Level Metrics. Co-op Financial is essentially a B2B, to C company.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

West Monroe

MAY 17, 2023

Forward-thinking technology has become table stakes for all banks, especially given the rapid growth of fintech companies shaping the market. Fintechs, digital currencies, and neo banks are creating an increasingly fragmented industry with a myriad of digitally forward options for consumers. With upwards of $4.7 With upwards of $4.7

Banking 40

Banking Technology Innovation Roadmap 40

Experience Investigators by 360Connext

MAY 11, 2021

Technology and Tools. Many leaders want to jump straight ahead to the technology and tools they’ll use to manage CX. CXM is often wrongly defined as a technology platform when instead it should be defined as a way of doing business. Now consider technology and tools. What Should CX Technology Do?

Customer Experience Management 291

Customer Experience Management Customer Journeys Customer Experience Management 291