West Monroe

JANUARY 23, 2022

The utility business model is changing in response to political, environmental, consumer, and cybersecurity pressures. The electric grid is becoming more digital as utilities seek to balance clean energy goals with monitoring, controlling, and optimizing a growing number of distributed energy resources (DERs).

Transportation 40

Transportation Telecommunications Analytics Wireless 40

Lumoa

OCTOBER 31, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of now? Much of the improvement has been driven by advancements in product innovation and digital technology. Many companies experience numerous challenges in the ares of customer experience transformation.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

West Monroe

FEBRUARY 23, 2022

But a dark factory is far from how most manufacturers are thinking about their future—at least for now. In a recent Manufacturing Leadership Council study , only 3% of respondents saw this as the eventual state of their factory model. Your operating model: Moving from traditional to digital.

Leadership 52

Leadership Culture Training Technology 52

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? In this article, we will explore proven strategies and techniques to help you unlock the full potential of your team and achieve stellar performance. Look no further!

Contact Center 52

Contact Center Call Center Management Gamification 52

Kustomer

MAY 20, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen and Vikas Bhambri from Kustomer are joined by Edmund Ovington to learn the secrets to breaking down language barriers. Why Your Team Needs Language Translation Software. Listen to the full episode to learn more. Thinking Globally.

Customer Experience 105

Customer Experience Multi-Channel Customers Brands 105

AWS Machine Learning

MARCH 28, 2024

With the advancements being made with LLMs like the Mixtral-8x7B Instruct , derivative of architectures such as the mixture of experts (MoE) , customers are continuously looking for ways to improve the performance and accuracy of generative AI applications while allowing them to effectively use a wider range of closed and open source models.

Innovation 109

Innovation Telecommunications System Travel 109

Qualtrics

SEPTEMBER 15, 2020

Juliana Holterhaus, PhD, Senior XM Scientist, is the lead consultant for Qualtrics Digital Customer Experience. In this podcast, she shares best practices for how brands can adapt their digital CX programs to meet the evolving needs of today's digital-first consumer. Do customers have expectations about the digital experience?

Brands 26

Brands Omni-Channel Healthcare Innovation 26

SmartKarrot

SEPTEMBER 2, 2022

Businesses of all types are moving from product-centric to service-centric models. It is because selling a product is relatively straightforward: You find out what your customer needs , offer them a solution that meets their requirements, and buy it. It is possible to overgrow by focusing on this model.

B2B 10

B2B e-support Software Sales 10

West Monroe

OCTOBER 5, 2021

The most successful and widely admired businesses are nimble, agile, fully digital organizations. Their successes are driving home important lessons: Companies must go beyond providing online touchpoints for selling products and services and adopt a more holistic digital operational model. What does that mean?

Company 52

Company Brands Healthcare Touchpoint 52

West Monroe

OCTOBER 5, 2021

The most successful and widely admired businesses are nimble, agile, fully digital organizations. Their successes are driving home important lessons: Companies must go beyond providing online touchpoints for selling products and services and adopt a more holistic digital operational model. What does that mean?

Healthcare 52

Healthcare Touchpoint Sales Retail 52

Esteban Kolsky

MARCH 13, 2018

I introduced my framework for doing customer experience and furthered the concept from a project to an enterprise-wide initiative – including a discussion on metrics, technology, and early peek into results. Q : You mention a reduction in costs for service operations, where does that come from? Then we did the second webinar.

Customer Experience 107

Customer Experience Customer Journeys Customer Centricity CRM 107

NobelBiz

JULY 25, 2023

This analytics realm unlocks the potential for smarter decision-making, boosting both customer satisfaction and operational efficiency. It’s the technological marvel that deciphers vast streams of customer interactions, offering invaluable insights to the very heart of a business’s operations.

Interaction 98

Interaction Analytics Call Center Contact Center 98

NobelBiz

JUNE 26, 2023

It requires a deep understanding of the importance of call center infrastructure to maintain a seamless operation. By investing in robust infrastructure, call centers can optimize agent productivity, enhance call routing and queuing, ensure data security, and streamline overall operations.

Call Center 52

Call Center Contact Center CRM Social Media 52

GetFeedback

JANUARY 19, 2020

Select from possible reasons for the trip. To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. . Cleanliness.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

West Monroe

MARCH 8, 2022

Manufacturing executives have been overwhelmed with messaging around information and operational technology (IT/OT) convergence. But from our discussions with mid-market manufacturers, “convergence” isn’t resonating–on the shop floor or in operations. Thus, no real progress occurs.

Data 52

Data Roadmap Leadership Technology 52

West Monroe

OCTOBER 10, 2022

Email LinkedIn Twitter icon Facebook printer copy Print this page Listen to "What is the Digital Mindset?" About the episode Welcome to This Is Digital, a new podcast from West Monroe. The time to be digital is now, and this series will bring you actionable insights and real stories to apply to your organization.

Travel 52

Travel Healthcare Case Study Financial 52

West Monroe

OCTOBER 10, 2022

Welcome to This Is Digital, a new podcast from West Monroe. The time to be digital is now, and this series will bring you actionable insights and real stories to apply to your organization. As Chief Commercial Officer at West Monroe, Casey defines the firm’s go-to-market offerings and digital services.

Travel 52

Travel Case Study Culture Meeting 52

West Monroe

NOVEMBER 13, 2022

Becoming digital is now a requirement for manufacturers. This includes modernizing processes for selling and generating revenue—largely in response to buyers’ demands for digital channels and experiences. But being digital isn’t just about meeting buyers where they are. That can be detrimental.

Strategy 52

Strategy Management Sales Government 52

West Monroe

NOVEMBER 13, 2022

Becoming digital is now a requirement for manufacturers. This includes modernizing processes for selling and generating revenue—largely in response to buyers’ demands for digital channels and experiences. But being digital isn’t just about meeting buyers where they are. That can be detrimental.

Strategy 52

Strategy Management Sales Government 52

West Monroe

NOVEMBER 13, 2022

Becoming digital is now a requirement for manufacturers. This includes modernizing processes for selling and generating revenue—largely in response to buyers’ demands for digital channels and experiences. But being digital isn’t just about meeting buyers where they are. That can be detrimental.

Strategy 52

Strategy Management Sales Government 52

West Monroe

NOVEMBER 21, 2022

Although the healthcare industry seeks relief from the worry of economic uncertainty, it can be difficult to pinpoint what the true impacts of ongoing inflation and a recession may be. Providers are pushing for stringent contract negotiations in 2024 to restore lost margins from the pandemic and inflation. Rising energy costs.

Healthcare 52

Healthcare Industry Financial Hospitality 52

Talkdesk

FEBRUARY 5, 2021

5 key themes from retail’s virtual “Big Show”. The National Retail Federation’s (NRF) “Retail Big Show” is traditionally held each January at the Javits Center in New York City, but this year, fittingly, has been split into separate digital and brick-and-mortar chapters. Omnichannel whiplash “Digitally transformed?

e-support 87

e-support Retail Contact Center Self Service 87

Beyond Philosophy

JULY 4, 2016

Discussion of the myriad and varied ramifications of Digital Transformation is, seemingly, everywhere (and unavoidable). I’m capitalizing the first letter of each word because the pervasiveness of digital transformation has all the feel of Big Data a few years ago and Reeingineering in the 1990’s. Let’s begin there.

Omni-Channel 90

Omni-Channel Banking Retail Brands 90

NobelBiz

SEPTEMBER 21, 2020

The overview includes: news reports relating to spam calls new regulations from federal and state governments warnings from the FCC, FTC, & FBI reports on contact centers that are refusing to switch to a work-from-home model for their agents. The last update was on September 20. Check out our carrier services here.

Call Center 52

Call Center Industry Contact Center Government 52

Currency Alliance

FEBRUARY 26, 2019

Every sector is different, but if your customer engagement levels are not in the top 10% of your industry, you have work to do. You can see this in the Gartner CMO survey: Loyalty marketing has traditionally suffered from the difficulty in measuring ROI (especially in the short-term). Customer data: maximize ROI.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Currency Alliance

JUNE 19, 2019

Such limitations left enormous sums of money on the table and restricted brands from figuring out who, among their less frequent customers, could be persuaded to allocate more share of wallet – if given the right incentives. Gamification and personalization have come on leaps and bounds in loyalty to supplement points and rewards.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49

SmartKarrot

APRIL 21, 2022

Customer-centric organizations have grown to deliver amazing value and are important to create a truly ‘digital-native’ ethos. Deloitte estimates that by 2027 half of the listed 500 firms will be replaced if they do not adapt to the digital processes and customer success. It needs more than simple customer service.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score Effort Score 10

SmartKarrot

APRIL 21, 2022

Customer-centric organizations have grown to deliver amazing value and are important to create a truly ‘digital-native’ ethos. Deloitte estimates that by 2027 half of the listed 500 firms will be replaced if they do not adapt to the digital processes and customer success. It needs more than simple customer service.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score Effort Score 10

Education Services Group

APRIL 26, 2023

They should recognize that all companies are moving at varying speeds and are rarely completely static. Quiet is the word that more professionals say is the state we should be attempting to reach as businesspeople if we want to rea ch a higher level of personal satisfaction and realize greater amounts of business productivity.

Innovation 52

Innovation Return on Investment Technology Banking 52

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? Five years ago, she started her business from just her laptop!

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40