Totango

JANUARY 22, 2018

Customer Success Summit brings together the best and brightest minds in Customer Success. Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. VP, Global Head Digital Customer Engagement.

Customer Success 48

Customer Success Meeting Lifetime Customer Consulting 48

Pink Guava

AUGUST 29, 2018

CUSTOMER EXPERIENCE MANAGEMENT TRENDS FOR 2018 When globally, 75% of companies want to work on customer experience, it is becoming a long term value creation model which is sustainable, equitable and shall build gains for all together.

Customer Experience Management 40

Customer Experience Management Trends Customer Experience Management 40

Totango

SEPTEMBER 12, 2018

The C hief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals.

Chief Customer Officer 55

Chief Customer Officer Conference Customer Centricity Customer Success 55

Verint

JANUARY 8, 2018

Verint’s Ryan Hollenbeck, senior vice president, global marketing, recently spoke with Saddletree Research’s Paul Stockford for Contact Center Pipeline about the major trends in customer engagement for 2018. More than ever, the customer engagement center has become a focal point for automation and shared intelligence.

Trends 33

Trends Engagement Contact Center Customer Engagement 33

Verint

JANUARY 19, 2018

Have you or someone within your organization used software from Verint to optimize customer engagement? Has this person helped increase customer satisfaction, build customer loyalty, drive revenue, improve operational efficiencies, and/or heighten employee morale? Nominations are being accepted through March 30, 2018.

Self Service 35

Self Service Engagement Conference Customer Satisfaction 35

Verint

DECEMBER 20, 2017

The Verint Systems global customer conference is an interactive event designed to help you engage with your industry colleagues, get the full benefit of your Verint solutions, and enhance customer engagement—and have some fun while you’re at it. on Monday, May 14, 2018 and concludes on Thursday, May 17 at 10 a.m.

Engagement 41

Engagement Conference Hotels Tips 41

Verint

FEBRUARY 13, 2018

Engaging customers is no different. The old and the new have been coexisting for a while now—2018 is where they truly merge. It’s the year when your approach to customer engagement can begin a monumental shift—in both process and technology—thanks to expanding innovation and the first waves of touted success using it.

Customer Engagement 24

Customer Engagement Engagement Tips Innovation 24

Verint

MAY 1, 2018

Customers from all over the world will convene for this annual event that highlights customer success, market trends, technology innovation, customer experience insights and best practices for simplifying, modernizing and automating customer engagement operations. Learn more. It’s Here—Now What?

Self Service 22

Self Service Customer Engagement Engagement Omni-Channel 22

Verint

JANUARY 22, 2018

These survey responses, coupled with the thousands of hours of recorded voice and data interactions captured in contact centers, represent a largely untapped reservoir of invaluable customer information containing and identifying unique insights that can be used to create highly differentiated customer experiences.

Analytics 29

Analytics Survey Customer Satisfaction Feedback 29

Confirmit

NOVEMBER 16, 2020

Action Management closes the loop within 48 hours for over 95% of all customer alerts, resulting in an 86% decrease in complaints. Empire Today runs a comprehensive VoC program to gauge overall customer engagement. Company-wide customer focus resulted in an all-time high NPS score, with a +32% increase in 2019.

Insurance 52

Insurance Case Study Touchpoint eBook 52

Lumoa

OCTOBER 31, 2018

In my opinion, three things that are essential for CX include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations. In 2018, all brands across all industries are going to have to work hard to restore trust with the everyday consumer. 2018 will be the year of CX and AI.?

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Verint

JANUARY 17, 2018

I also suggested a four-part automation innovation strategy framework to consider as part of your 2018 automation strategy planning. Verint announced the acquisition of Next IT before the holidays as part of ongoing plans to expand its customer engagement automation capabilities.

Self Service 36

Self Service Innovation Airlines Competitive Advantage 36

Verint

FEBRUARY 20, 2018

Remember that the Verint Systems Engage global customer conference takes place May 14 - 17, 2018 in Dallas, Texas—an interactive event designed to help customers and partners engage with industry peers and make the most of Verint solutions.

Innovation 30

Innovation Self Service Healthcare Competitive Advantage 30

CustomerSuccessBox

DECEMBER 6, 2021

He is a complete customer-centric growth mastermind. His brainchild, Sixteen Ventures , is his medium of sharing his expertise and ideas to help businesses obtain sales acceleration and augment customer engagement. She has spent over 20 years building and scaling world-class customer success organizations and operations.

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 52

Verint

DECEMBER 19, 2017

Serving customers with excellence is imperative in today’s highly competitive, fast-moving world. Recently, I was a panelist on a session at the Incite Customer Service Summit in New York City called “Proactive Social Care: Engage Your Online Community.” We all know that—every advantage is important.

Self Service 37

Self Service Competitive Advantage Lifetime Customer Customer Care 37

Verint

MARCH 14, 2018

Many of you have heard me say before in blogs, articles and at events that Verint has an unwavering commitment to developing customers for life. And we’re not letting up in 2018—we’re full speed into the year and more committed than ever. Our latest customer feedback gathered by our CX team only reinforces this point.

Customer Satisfaction 28

Customer Satisfaction Innovation Consulting Report 28

Verint

FEBRUARY 6, 2018

However, when incorporated into an organization’s customer engagement strategy and overall business operations, AI can power automation and help deliver significant results. As a result, automated solutions can better understand customers—their words, context, intent or even emotions.

Healthcare 28

Healthcare Financial Customer Engagement Technology 28

Verint

DECEMBER 20, 2017

Paul Stockford, Chief Analyst, Saddletree Research, mentioned in a recent blog post that “the contact center industry will be all about automation” in 2018. Verint’s Customer Advisory Board (CAB) met earlier this month and the agenda included a session on automation, artificial intelligence (AI) and robotics.

Strategy 25

Strategy Contact Center ROI Training 25

Verint

MARCH 7, 2018

Verint’s John Goodson, SVP & GM, Products, Customer Engagement Solutions, hosted an invitation-only CIO/Executive Roundtable and Dinner on the topic of Robotics and Artificial Intelligence (AI) on February 21 in Atlanta’s Perimeter area. Automation Drives Customer Engagement Optimization and Broader Business Optimization.

Healthcare 27

Healthcare Competitive Advantage Transportation Hospitality 27

Verint

APRIL 11, 2018

The study reveals organizations must balance a fine line between personalization and collecting data for customer engagement purposes. While more than two-thirds of consumers (68%) like their customer experiences to be tailored to their interests, organizations can run the risk of over-personalizing and alienating them.

Consumers 23

Consumers Study Banking Customer Engagement 23

Verint

MARCH 29, 2018

and author of Before Happiness and The Happiness Advantage, will be a keynote speaker at the Verint Engage global customer conference at the Sheraton Dallas Hotel May 14 – 17. Shawn Achor, founder, GoodThink, Inc.

Engagement 23

Engagement Conference Hotels Innovation 23

John Paul

JULY 17, 2018

July 17 th , 2018 – Hong Kong – John Paul, the number one worldwide loyalty solutions service that was acquired by AccorHotels in 2016, is fast expanding in Asia Pacific (APAC). As we develop our APAC client base and grow , recruiting people with a passion for service and a customer focused mindset is key.

Omni-Channel 40

Omni-Channel Leadership Self Service Automotive 40

ClientSuccess

AUGUST 30, 2018

As we’re less than two weeks away from the 2018 CS100 Summit , we’re reflecting on some of the amazing messages we’ve heard over the years. Notably, Carine Clark , CEO of Banyan , presented at last year’s premier customer success leadership event in Sundance, Utah, and her message was both powerful and practical.

Leadership 40

Leadership Customer Success eBook Culture 40

Verint

SEPTEMBER 19, 2017

One such indicator, illustrated in Figure 1 below, is the fact that 19 percent of the industry will be upgrading or replacing their workforce management software during 2018, likely in preparation for the changes that lie ahead. An additional 24 percent of contact centers intend to deploy either communities or chats before the end of 2018.

Employee Engagement 32

Employee Engagement Engagement Contact Center Software 32

Verint

DECEMBER 21, 2017

We are grateful for our customers, partners and all our blog readers! We look forward to an amazing 2018! We wish everyone safe and restful holidays.

Customer Focused 34

Customer Focused Customer Satisfaction Customers Customer Engagement 34

Verint

MAY 2, 2017

We recently announced that we have received perfect scores—five out of five—in several key product satisfaction categories in DMG Consulting LLC’s new “2017/2018 Workforce Management Product and Market Report.”. Once again Verint solutions have been recognized, this time by DMG Consulting.

Examples 35

Examples Management Consulting Report 35

CSM Magazine

AUGUST 10, 2017

The customer relationship management (CRM) market, for instance, reached $26.3 billion in market value by 2018. One motivation for adopting these technologies is the data they provide—data that, companies hope, will help them strengthen their relationship with customers. billion in 2015 —up 12 percent from the previous year.

Customer Insights 40

Customer Insights Customer relationships CRM Comparison 40

ProProfs Chat

MAY 6, 2020

For example, if a customer does not agree with a brand’s message, then they are likely to have a biased notion regarding the type of service they receive from the same brand. In 2018, 51% of e-commerce brands offered same-day delivery, up from 16% in 2017. Customer Experience & Retention Statistics.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

Storyminers

JULY 6, 2020

After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018. Temkin Group was acquired by Qualtrics in October, 2018. The firm is a leading customer experience (CX) research, consulting, and training firm. Flavio Martins.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Verint

APRIL 26, 2018

Many customers don’t want to go through support queueing, hold times, escalations, etc., Funnel to the Cloud” example – Consortium for Service Innovation, 2018. The primary insight here is that customers often have a lot more questions, issues and thoughts about a product or service than the support organization will ever see.

Self Service 37

Self Service Contact Center Innovation Interaction 37

Storyminers

JULY 6, 2020

After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018. Temkin Group was acquired by Qualtrics in October, 2018. The firm is a leading customer experience (CX) research, consulting, and training firm. Flavio Martins.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Verint

MARCH 27, 2018

28 - Oct 21, 2018), attendees of the Verint Engage18: Global Customer Conference won't get a chance to hear the tallest cowboy in the Big D say "Howdy folks." Big Tex is certainly one of many legendary icons in Dallas to see! However, since Big Tex isn't scheduled to make an appearance until the annual State Fair of Texas (Sept.

Engagement 22

Engagement Conference Sports Employee Engagement 22

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Verint

DECEMBER 15, 2017

In 2018, the contact center industry will be all about automation.

Management 29

Management Contact Center Call Recording Employee Engagement 29

GetFeedback

JULY 23, 2018

Retail is changing in 2018. Creating an amazing customer experience through omni-channel customer journeys that engage your prospects where they are and help shuttle them through your sales funnel. This is a guest post by Tom O’Brien, Director of Digital Marketing at TimeTrade. What’s key? About the Author.

Omni-Channel 218

Omni-Channel Customer Journeys Retail e-support 218

Thunderhead

JUNE 14, 2018

In the first part to this post, we discussed how customer engagement is directly related to the fortunes of Energy companies. Everyone knows that customer engagement is important. It’s a potent solution to bridging what we call the ‘customer engagement gap’. But help me out: what’s a brand to do?

Engagement 40

Engagement Touchpoint Customer Satisfaction CRM 40

ChurnZero

JANUARY 8, 2021

Prior to joining SurveyMonkey, he served as VP of Customer Success at Neustar and SVP of Worldwide Professional Services at Aspect Software. Jason Baldree, (First) Chief Customer Officer, Alida. She has a proven record implementing customer-focused retention and growth strategies for cloud-based global tech companies.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98