employee-experience-technology 
SuiteCX
FEBRUARY 18, 2020
Like customer experience (CX) more broadly, there are a number of platforms that create the ecosystem of tools available to manage and understand their Customers’ experience. Here’s what we see as the distinct market segments operating under the customer experience/journey banner: 1. Toolset Synergies.
Dapresy
FEBRUARY 19, 2020
Stockholm, Sweden – February 19th, 2020 – Verdane , the Northern European specialist growth equity investor, has acquired Confirmit , the leading global solutions provider for Customer Experience (CX), Employee Experience and Market Research. With this, there continues to be convergence – often happening by way of acquisition.
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Customers That Stick
FEBRUARY 19, 2020
Many of the biggest changes in both customer service and customer experience have been around technology. Technology has increased our ability to speedily communicate with our customers and to provide goods and services in ways that we never could as recently as 10 years ago. Consumers want things faster and more immediately.
Think Customers
FEBRUARY 18, 2020
When virtual reality (VR) technology first came out it was a novelty primarily seen as an innovative way for gamers to dive into a digital world. Organizations that want to meet the expectations of the millennial and Gen Z workforce need to understand the types of technology they prefer to use, both for personal and professional use.
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. Customer Data Management for Employee Empowerment & Intelligent Experiences.
ShepHyken
FEBRUARY 18, 2020
The Customer Experience Revolution. How to Fish the “Big Data Lake” for Customer Experience Insights. They discuss the importance of investing in the customer experience and how CX professionals can communicate that need with leadership and executives. Customers want and expect a personalized experience.
ViiBE Blog
FEBRUARY 18, 2020
84% of customers affirm that a positive customer service experience is what matters the most. 59% of customers feel that their experiences with companies are missing a human element. Many companies are finding innovative ways to integrate new technologies. Empower your employees. Provide exceptional customer service.
Speaker: Rhonda Basler, Director of Customer Engagement, Hallmark Business Connections
You don’t need the latest, greatest CRM technology or data visualization tools. Using your innate empathy and applying that to your marketing and customer experience through emotional intelligence CAN be the game changer you’re looking for. 6 Ways to Make Your Employees More Human. 10 Ways to Humanize Your Brand.
Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc
2023 is around the corner and as exciting as this is, it's easy to get lost in the shuffle of EX, CX, and technology if you don’t have the right information and perspective. How to apply 2023 technology trends to your company's current demands. Employee/employer relationship insights to increase engagement.
Speaker: Paul Weald, Contact Center Innovator
This means that you can achieve a more consistent and engaging customer experience while reducing sources of friction. Embrace automation, collaborate with new technology, and watch how you thrive! How you can leverage innovations in technology and machine learning to improve your customer experience and bottom line.
Speaker: Conference Speakers
Acquire the strategies, tactics, and technologies to build and sustain a more resilient organization and maximize your workforce. The Role of IT, Intranets & the Digital Workplace in Employee Experience. Voice of the Employee and New Approaches for Mental Health, Balance, and Wellness. Lunch is on us for attendees.
Speaker: Helena Chen, Director of Product Marketing & Marilyn Cassedy, VP of Customer Success
To cope with the struggle of hiring and retaining agents, call center leaders are offering more pay, more employee perks, and more training. In this webinar, we’ll discuss the state of agent attrition and delve into reasons for employee burnout. How to harness conversational AI technology to improve the employee experience.
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Over the last decade, many of the trend predictions for contact centers have revolved around AI, omnichannel technology, digital transformation, a growing focus on employee experience, and the evolution of analytics. What does 2020 look like for this industry?
Speaker: John Goodman, Vice Chairman, CCMC, Customer Care Measurement & Consulting
Technology has elevated every aspect of the customer journey. 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. Join John Goodman, Vice Chairman of Customer Care Measurement and Consulting, author of Customer Experience 3.0,
Speaker: Laura Sikorski, Contact Center Consultant
Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction. ROI from technology improvements. November 5, 2019 9:00 AM PST, 12:00 PM EST, 5:00 PM GMT
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. You will also learn: The single most profound finding ever on employee engagement. The 6 biggest changes you must make for contact center success.
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This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019. A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era.
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