customer-journeys-technology 
NICE inContact
JUNE 6, 2017
inContact believes that the customer experience (CX) and the customer’s satisfaction are critical to the long-term success of our business. After all, the entire foundation behind inContact and our solutions is to help contact centers transform their customers’ experiences! How inContact “Walks the CX Talk”.
Michelli Experience
JUNE 28, 2017
Being raised in an emotionally expressive Italian family, it’s no wonder that I’ve been attracted to the emotional side of business and the importance of “emotional value” in customer experience creation. Emotional Value Across the Journey. Evolving VR. It was an electrifying experience.”. Michelli, Ph.D.
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Michelli Experience
JUNE 13, 2017
Customer Experience Speaker, Consultant, Author VS. CASHIERS. To mitigate against our replaceability, we have to constantly assess what produces value in an ever-changing marketplace of customer wants, needs, and desires. All of us, not just speakers or clerks, are competing with technology and automation to add value.
mopinion
JUNE 7, 2017
The technology industry is an intensely competitive one and as such, the key to survival for businesses in this industry is often constant innovation and meeting the needs of their customers. With this, the online customer journey for tech companies can be quite complex. appeared first on Mopinion.
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This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. Access the full report today.
NICE inContact
JUNE 20, 2017
While contact center agents typically serve as the face of the company, we know that there are many internal functions that influence a customer’s experience. Those customer service representatives (CSRs) don’t understand the logistics of getting this product out the door! Cross-functional job shadowing. For example ….
SuiteCX
JUNE 16, 2017
The team at SuiteCX has been working with retailers for more than 20 years, helping them to navigate this changing environment and gain a competitive advantage through customer excellence. Companies like Amazon Go enable customers to purchase items without checking out at all. Disruptions in the Industry. IoT-Internet of Things.
Speaker: John Goodman, Vice Chairman, CCMC, Customer Care Measurement & Consulting
Technology has elevated every aspect of the customer journey. All aspects that is, but one: customer complaints. Too often, CSRs use technology as a crutch rather than a tool, and it's starting to show--57% of customer rage results are technology-based.
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. Hyper-personalize throughout the entire customer journey.
Speaker: Conference Speakers
Today’s teams need to operate cohesively like never before, managing the pace of both technological change and customer needs and demands. See inside the operations of top performing customer experience teams, and improve your organization’s CX outcomes. Operationalizing Voice of the Customer and Empowering the Frontline.
Speaker: Elissa Riddell, Justin Knowles, Melissa Maki, Ami Iceman-Haueter
The technology they’re implementing is often siloed creating inconsistent experiences as customers and members move from one channel to the next. In this webinar, you’ll hear from three financial institution leaders about how they’ve pivoted to provide an omnichannel experience to their customers and members, and their lessons learned.
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Want to lead customers down the path to retention and advocacy? After onboarding, most SaaS customers have to find their own way to success—with little more than a few CSM calls (if they’re a large enough account to have one), and a knowledge base to get them there.
Speaker: Jim Rembach, President of Call Center Coach
Keeping up with constantly changing contact center technologies, economic issues, business issues, and personnel issues requires you to become skilled in a wide range of areas. The most important journey to your contact center (and no, it's not the customer journey).
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
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