Magellan Solutions

FEBRUARY 26, 2024

See how AI-enabled innovations rescued companies from typical customer service challenges and showed new efficiency dimensions. Solution : Amazon Connect’s pace-layered approach allowed Priceline to scale AI instantly alongside agent routing innovations to resolve the influx with minimal customer friction.

Call Center 52

Call Center Customer Service Contact Center Roadmap 52

UJET

NOVEMBER 16, 2020

The only problem is that no one knows what the new normal will be, only that it is likely to be different from what the world looked like at the end of calendar year 2019. A recognized visionary author and speaker, Fluss drives strategic transformation and innovation throughout the service industry.

Contact Center 138

Contact Center Strategy Roadmap Consulting 138

Qualtrics

FEBRUARY 6, 2019

Below are 10 product experience conferences that you should check out for 2019. Date: March 5-8, 2019. Design a data-driven product roadmap. Date: July 15-16, 2019. 2019 speakers haven’t been announced but 2018 speakers included: Martin Eriksson – Founder of ProductTank and Co-Founder of Mind the Product.

Conference 33

Conference Management Innovation Roadmap 33

Talkdesk

NOVEMBER 26, 2019

Wow, what a week Talkdesk had at our VIP Lounge in Tropisueño (photos) , during Dreamforce, November 19-22, 2019! Additionally, attendees had the exclusive opportunity to preview the new Talkdesk innovation roadmap and updates. If you joined us, thank you. Get the full report.

Contact Center 78

Contact Center Roadmap Leadership Conference 78

West Monroe

JUNE 19, 2019

West Monroe works alongside clients to set the right strategy upfront, build the roadmap and communicate with key stakeholders along the way, and execute on the roll-out, change management, and training pieces needed for successful adoption. Clients often tell us our people are what make West Monroe different, contact us to see for yourself.

Report 40

Report CRM Roadmap Consulting 40

Forrester's Customer Insights

APRIL 19, 2019

They are getting back to basics, and looking to deliver small, manageable chunks of innovation. They are also tossing aside their digital roadmaps – […].

Roadmap 42

Roadmap Innovation Industry Management 42

ClearAction

MARCH 27, 2021

To innovate superior value: Listen and observe: Customer experience outcome research , which involves ethnography to observe customers in their natural surroundings, reveals a more accurate and realistic viewpoint of the CX value quotient. Roadmap: Quantify the value ratio for all choices available to your customer.

Customer Experience 77

Customer Experience Metrics Roadmap Advertising 77

ClearAction

JANUARY 12, 2022

Indeed, this declaration is reinforced by the new Principles of Corporate Governance, overhauled by Business Roundtable in August 2019. As your roadmap and indices for customer-centered management capability, let’s review the alternative angles on Ease-of-Doing-Business and Ease-of-Work provided by this article series: Ease of Doing Business.

Government 62

Government Net Promoter Score Customer Centricity Analysis 62

NetBase

AUGUST 16, 2019

Our NetBase LIVE conferences in Los Angeles and New York will have you in fighting shape to end 2019 on a high note! Where will you be on October 22 nd and 23 rd 2019 ? And on November 12 th and 13 th , 2019 in New York , you will hear from social media analytic experts from Hotwire Global, iHeartMedia, Third Ear, Warner Bros.

Social Media 62

Social Media Conference Analytics Multi-Channel 62

UJET

NOVEMBER 16, 2020

The only problem is that no one knows what the new normal will be, only that it is likely to be different from what the world looked like at the end of calendar year 2019. A recognized visionary author and speaker, Fluss drives strategic transformation and innovation throughout the service industry.

Contact Center 56

Contact Center Strategy Roadmap Consulting 56

Qualtrics

FEBRUARY 5, 2021

The Qualtrics customer service team was recognized for ‘Best Use of Technology’ for its innovative support portal, which drove a 40% rise in accurately assigned tickets; and for ‘Innovation in Customer Service’ with the XM Community, which, since launch, has driven a 10X improvement in feature request satisfaction.

Customer Service 26

Customer Service Multi-Channel Roadmap Contact Center 26

PK

JULY 15, 2019

in The Forrester Wave : Loyalty Service Providers, Q3 2019 report. It’s the “ why ” that many companies still do not understand, and where most of the innovation in our research and analytics methods has occurred. To do this, and stay ahead the market and member expectations, innovative brands manage loyalty as a product.

Loyalty 45

Loyalty Loyalty Programs Roadmap Rewards Programs 45

SuiteCX

NOVEMBER 3, 2015

from 2014 to 2019. For companies that practice CX, MarketsandMarkets.com predicts a compound annual growth rate (CAGR) of 17.3% from 2014 to 2019. The Customer Experience (CX) field is growing, and companies are realizing that it makes clear business sense. Six Steps to Best-in-Class Customer Experience.

Customer Experience 100

Customer Experience Customer Journeys Self Service Multi-Channel 100

Gainsight

MAY 28, 2020

In early 2019, we acquired Aptrinsic, a company specializing in tools to better understand and connect with users within the product experience (renamed PX shortly after). So, we could not afford to pull the team off of their existing roadmap for a quarter to refactor the user experience. Background. Phase 1 : Brand Identity and Shell.

Roadmap 52

Roadmap User Experience Analytics Brands 52

Gainsight

JULY 11, 2023

I’m so proud of and grateful for the Northpassians who came together to innovate and build our remarkable company. After we completed the acquisition, I showed Nick Northpass’ 2019 Series A investor deck listing Gainsight as a top strategic exit possibility. And it shouldn’t be understated that we’ve had a blast building together!

Leadership 40

Leadership B2B Competitive Advantage CRM 40

Customer Bliss

MARCH 1, 2019

We chat through some of the concepts in Thales’ newly released book, Unlocking the Customer Value Chain , which is a roadmap to understanding how and where digital disruption takes place. And he is one of the current judges of CNBC’s Disruptor 50 most innovative startups. Click here to download.

Customer Journeys 147

Customer Journeys Consumers Healthcare Case Study 147

Interactions

JUNE 5, 2019

In fact, Gartner predicts that by 2019, 50% of organizations will redirect their investments to customer experience innovations. This will help you create a straightforward and actionable roadmap that produces transforming results. Your Guide to the Customer Journey Map. Ready to get started?

Customer Journeys 54

Customer Journeys eBook Touchpoint Roadmap 54

CSM Practice

OCTOBER 10, 2018

Dave asked me if I might be interested in taking part as a judge for The Customer Success Innovator of the Year Award that takes place each year during CS100 Summit. I was highly impressed with his approach that I’ve asked him to share his innovation with my readers. Be a Conqueror in 2019. Below, is the blog he wrote.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

Dave asked me if I might be interested in taking part as a judge for The Innovator of the Year Award that takes place each year during CS100 Summit. I was highly impressed with his approach that I’ve asked him to share his innovation with my readers. Be a Conqueror in 2019. Below, is the blog he wrote.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Lake (CEO for ClientSuccess ) who asked me if I might be interested in taking part as a Judge for The Innovator of the Year Award that takes place each year during CS100 Summit. Be a Conqueror in 2019. Below, is the blog he wrote.

Customer Success 49

Customer Success Chief Customer Officer ROI Roadmap 49

Martin Hill-Wilson

JULY 24, 2016

In this unfolding world, the need to innovate becomes as a crucial as the need to breathe. Innovation Is Rocket Fuel. Got These On Your 2016-2019 Service Roadmap? The startups get that of course. Meanwhile the incumbents remain locked in their own rear mirror view of competitiveness.

Self Service 56

Self Service Fashion Roadmap Innovation 56

West Monroe

MARCH 30, 2023

Partly because it’s proven to reduce the impact of cyber incidents: A 2019 report by the Ponemon Institute found that the average cost of a data breach for companies that did not have a Shift Left approach was $4.59 million, while companies that did have a Shift Left approach experienced an average cost of $3.34 million, or 27% lower.

Software 52

Software Company Healthcare Roadmap 52

Qualtrics

MARCH 30, 2021

Diverse, equitable and inclusive organizations outperform their peers where it matters most – against metrics like growth, time-to-market, profitability and innovation. A true commitment to DEI is genuinely transformative, driving competitive difference by powering growth, accelerating innovation and increasing profitability.

Strategy 26

Strategy How To Competitive Advantage Roadmap 26

Talkdesk

NOVEMBER 18, 2019

Sueño means dream in Spanish and four dreamy and informative days are what you’ll get visiting the Talkdesk VIP Lounge at Tropisueño during Dreamforce , November 19-22, 2019. Additionally, you will have the exclusive opportunity to preview new Talkdesk innovation and roadmap updates. Here is why you should be there: 1.

Roadmap 15

Roadmap Innovation Meeting Industry 15

SurveySparrow

SEPTEMBER 8, 2021

Kudos is an employee experience management software that prides itself on giving innovative employee engagement and management solutions to organizations of all sizes. Boost In Innovation. We aren’t just saying, results prove that choosing the right employee experience management software is boosting innovation big time!

Employee Experience 59

Employee Experience Software Management Employee Engagement 59

Forrester's Customer Insights

APRIL 3, 2019

Digital transformation, innovation, and customer obsession top businesses’ strategic agendas. Enterprise architecture (EA) teams must enable these goals with the right technology roadmap and with internal operating models that can help enterprises attain their goals.

Roadmap 8

Roadmap Innovation Technology Customers 8

C Space

APRIL 18, 2019

McGrath’s books, including the bestselling, The End of Competitive Advantage, are tomes for anyone looking for gamechanging thinking on business strategy and innovation. Her forthcoming book (slated for September 2019) is all about strategic inflection points. The death and rebirth of the gas station Gas stations are unique places.

Apparel 40

Apparel Social Media Entertainment Hospitality 40

Wootric CX Blog

DECEMBER 9, 2020

In 2019, companies leading in CX were 3X as likely as their peers to have significantly exceeded their business goals. Product Roadmaps and UX Design. The value of becoming a customer-centric company is no longer in question. Perfect, let’s do it tomorrow, right?!

Banking 52

Banking How To Effort Score Culture 52

West Monroe

MAY 31, 2019

Though bots may not have taken over every transaction and interaction yet – I’ve talked to many clients who are beginning to strategically plan where these technologies fit into their digital roadmaps.

Banking 40

Banking Financial Self Service Chatbots 40

ChurnZero

JANUARY 10, 2020

Today’s most disruptive companies are finding ways to innovate on how they market, sell, and provide service to their buyers, and Yamini has a proven track record of doing just that. In 2019, Yamini was recognized as one of the Most Influential Women in Business by San Francisco Business Times. .

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

Strativity

APRIL 27, 2023

This article was written by James Lanyon, EVP, Strategy & Innovation ( james.lanyon@materialplus.io ) , and Sean Eidson, VP, Strategy & Innovation ( sean.eidson@materialplus.io ) at Material. Material works with some of the largest and most innovative restaurant brands. But the market was peaking. Here’s why it’s ending.”

Strategy 52

Strategy e-support Roadmap Customer relationships 52

Calabrio

JANUARY 2, 2020

In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product. As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand.

Brands 221

Brands Social Media Roadmap Contact Center 221

Strativity

APRIL 27, 2023

To get there, restaurants need to embrace change as a constant and then optimize, roadmap, and even blow some things up in order to respond faster and exceed customer needs. Material works with some of the largest and most innovative restaurant brands. But the market was peaking. Here’s why it’s ending.”

Roadmap 52

Roadmap Customer relationships Brands e-support 52

Calabrio

JANUARY 2, 2020

In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product. As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand.

Social Media 190

Social Media Roadmap Contact Center Analytics 190

SurveySensum

JULY 14, 2020

Also, his first book, ‘The Ten Principles Behind Great Customer Experiences’, won the CMI’s Management Book of the Year and is becoming the only book on its topic to win a major award, and the second book, ‘The Grid’, was shortlisted for 2019’s Management Book of the Year. . LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Gainsight

APRIL 7, 2022

Hear how Product can influence revenue-driving CS strategies, how your community can inform your roadmap, and many more valuable insights at the intersection of all three. Product Innovations . Plus, be the first to hear about the newest product innovations coming to Gainsight. Who will be this year’s keynote speakers?

Entertainment 105

Entertainment Conference Innovation Fashion 105

SmartKarrot

JUNE 30, 2021

Everett Rogers, a professor of psychology in 1962 developed a concept called ‘diffusion of innovations.’ What is the Product Adoption Curve? Have you seen some people adopt to something faster than others? This can be used to explain the product adoption curve. You can check out the quick guide to SaaS product adoption curve. Bottom Line.

Social Media 10

Social Media Roadmap Customer Success Metrics 10