CSM Magazine

APRIL 18, 2024

DSSL Group, the security systems company, has rolled-out a new field service management system from BigChange. Automated workflows and integration of management systems has meant that two, full-time staff members have been redeployed within the business equating to a saving of around £60,000 per annum.

System 52

System Management Customer Relationship Management CRM 52

Experience Investigators by 360Connext

JUNE 30, 2020

There’s never been a year quite like 2020. Small businesses are struggling with cash flow and innovating around how to deliver on their products and services. As the second half of 2020 arrives, there are ongoing challenges without apparent solutions. Customer behaviors changed in 2020, too.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

Experience Investigators by 360Connext

OCTOBER 22, 2019

What sort of predictions can we make to better prepare for the future of Customer Experience in 2020 and beyond? But first, let’s talk about what won’t change in the world of CX — not in 2020, nor the foreseeable longer-term future. Don’t expect this to change in 2020 or the future beyond it.

Trends 169

Trends Customer Experience Chatbots Innovation 169

CSM Magazine

MARCH 14, 2024

Environmental management company Green Spark is using the latest cloud and mobile technology to boost sustainable business growth. Green Spark introduced the BigChange job management system to improve the flow of information between field staff, using the mobile app, and the back-office.

Management 52

Management CRM e-support Customer Relationship Management 52

Experience Investigators by 360Connext

JUNE 30, 2020

There’s never been a year quite like 2020. Small businesses are struggling with cash flow and innovating around how to deliver on their products and services. As the second half of 2020 arrives, there are ongoing challenges without apparent solutions. Customer behaviors changed in 2020, too.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

Oracle

MARCH 16, 2020

And what retail innovations can we expect to see today as a result? We interviewed 5 retail innovation leaders at NRF 2020 ‘s Innovation Lab, and they showed us how they’re using emerging tech to change customer experience in 2020 and beyond. Drones for inventory management.

Retail 60

Retail Innovation Net Promoter Score Effort Score 60

C3Centricity

JANUARY 13, 2021

Perhaps that’s the reason why we recorded an over 15% increase in our readership in 2020. In appreciation of your loyalty, we have summarised the top twenty articles we published in 2020, so you can check that you didn’t miss any, or remind yourself of their usefulness: #1. How to Measure Customer Centricity the Right Way.

Customer Centricity 177

Customer Centricity Hospitality Customer Journeys Strategy 177

One Millimeter Mindset

NOVEMBER 12, 2020

Are you creating an innovative customer retention strategy for what is new and next? Because the clients who helped you get to where you were yesterday may not have the capacity for innovative transitions. Because the clients who helped you get to where you were yesterday may not have the capacity for innovative transitions.

Customer Retention 126

Customer Retention Innovation Strategy Leadership 126

Clarivate

NOVEMBER 14, 2023

Most clients we work with are keen to communicate that their product is innovative. Innovation is important, right? In fact, in the context of reimbursement decisions for medicines, the definition of ‘rewardable’ innovation has evolved from being a new molecular entity to focus more on value or benefit. [1] Of course they are.

Innovation 52

Innovation Examples Course Communication 52

SurveySparrow

FEBRUARY 24, 2020

Performance Management is no trivial affair. It is therefore essential to keep your employees engaged and passionate towards their work by managing and assessing all their work, productivity, goals, feedback, issues and requirements. What is a Performance Management Tool? 10 Best Performance Management Tools of 2020.

Tools 80

Tools Self Service Management Culture 80

CSM Magazine

DECEMBER 5, 2019

Philip Say, VP of Innovation Product Management, Sutherland Labs shares his CX Predictions for 2020. Customer experience (CX) is now becoming the cornerstone of a brand’s reputation, and as such, brands are looking for new and innovative ways to transform their business in order to focus on customer-centricity.

Customer Experience 91

Customer Experience Omni-Channel User Experience Innovation 91

Calabrio

APRIL 28, 2021

We were planning for a cloud-first infrastructure that would enable fast scalability , greater innovation and cost optimization. For the past five years, Gartner has named Calabrio a Visionary in its Magic Quadrant for Workforce Engagement Management. Looking ahead to what’s next is part of our DNA at Calabrio. ” 1 .

Meeting 130

Meeting Engagement Management Contact Center 130

SMG CX

JANUARY 28, 2021

The tech enhancements released over the last quarter of 2020 were designed to inspire smart changes in our clients’ business.

Management 52

Management Innovation Analytics Brands 52

C3Centricity

JANUARY 4, 2021

Either way, we’d like to thank you all for your support in 2020. Businesses offer constant innovation and novelty, so this has made us all more impatient and critical. Getting to Yes: A 7-step Roadmap to Successful Project Management. Five Rules of Customer Observation for Greater Success.

Customer Centricity 156

Customer Centricity Hospitality Customer Satisfaction Customers 156

CSM Magazine

SEPTEMBER 21, 2023

Angloco, the manufacturer of fire fighting and rescue vehicles and equipment, is using a cloud-based job management system and mobile app to support growth. By replacing paper worksheets and job cards with end-to-end digital workflows, Angloco has greatly reduced the time and resource taken to manage its rapidly expanding service team.

Management 59

Management Customer Relationship Management CRM Fashion 59

TechSee

FEBRUARY 21, 2022

In the first ten months of 2021, AI startups worldwide raised more than $50 billion across more than 2,000 deals — surpassing 2020 levels by 55%. The post 10 Innovative Ways Companies are Winning with AI Today appeared first on TechSee. Investors are throwing more money into AI startups than at any point in history.

Innovation 109

Innovation Company Self Service Insurance 109

CSM Magazine

FEBRUARY 11, 2022

BigChange field service management software is helping commercial and industrial door specialist Access Innovations reduce paper consumption by more than 70 per cent. Access Innovation selected BigChange to replace an existing job control system.

Innovation 52

Innovation CRM Customer Relationship Management Financial 52

SurveySparrow

NOVEMBER 28, 2019

2020’s right around the corner. Here are the much-awaited customer experience conferences of 2020. Oracle is all set to help organizations adopt innovative and disruptive data-driven customer experience strategies to empower change and stimulate growth. When: 14th January – 15th January 2020. Well, then dive in!

Conference 96

Conference Customer Experience Customer Journeys Omni-Channel 96

CSM Magazine

AUGUST 7, 2023

Crucial Engineering is underpinning a UK-wide expansion of its aluminium and automation business with the BigChange job management system which live links field engineers to back-office support staff using a mobile app. “Using BigChange we have had the working practices and management structure of a much bigger company from the start.

System 52

System Management Customer Relationship Management CRM 52

Horizon CX

JANUARY 6, 2020

Here we are—January 2020—another new year just beginning—and an election year as well. Furthermore, are those of us moderate in demeanor possessive of revered characteristics or could they be considered boring, lukewarm or half-hearted to organizational leaders and particularly to hiring managers? Excitement abounds.

Airlines 100

Airlines Course Management Survey 100

Clarivate

MAY 30, 2023

As the business value of intellectual property (IP) continues to grow, the need to manage IP as a strategic asset is greater than ever. While 95% of senior corporate decision makers believe these intangible assets predict future strength , many organizations still fall short in their strategic IP management. In DuPont v.

Management 59

Management Financial Innovation Analysis 59

Talkdesk

FEBRUARY 18, 2020

They are all featured presenters at Opentalk® 2020 , the premier customer experience (CX) event of the year! Opentalk 2020 is the perfect opportunity for you to share information with your peers! Opentalk 2020 is the perfect opportunity for you to share information with your peers! We look forward to seeing you there!

Apparel 56

Apparel Hospitality Healthcare Insurance 56

SaleMove

MAY 5, 2020

2020 is the year of Digital Customer Service (DCS). We are extremely passionate about digital-first communication and relentless in our pursuit of innovative new ways to improve how companies approach Digital Customer Service. The post Glia Recognized in 2020 Gartner Report appeared first on Glia Blog | CX Explained.

Report 56

Report Innovation Communication Technology 56

Oracle

AUGUST 27, 2020

On August 4, 2020 the finalists and winners of Oracle’s 2020 Markie Awards were virtually announced by Rob Tarkoff, EVP and GM, Oracle CX and Data Cloud. Listed below are the 2020 Markie Finalists and Winners. The Thinker Award for Best Innovation in Marketing . The Thinker Award for Best Innovation in Sales.

Omni-Channel 75

Omni-Channel Meeting ROI Airlines 75

SurveySparrow

FEBRUARY 24, 2020

Performance Management is no trivial affair. It is therefore essential to keep your employees engaged and passionate towards their work by managing and assessing all their work, productivity, goals, feedback, issues and requirements. What is Performance Management Software? 10 Best Performance Management Software of 2020.

Software 52

Software Self Service Management Culture 52

Comm100

SEPTEMBER 10, 2020

A ticketing system allows you to manage any conversation that needs follow-up, helping you to track the journey of each customer conversation until resolution. Reporting helps you keep track of how your team is performing in terms of ticket and case management. Service Level Agreements. Auto follow-up.

Omni-Channel 130

Omni-Channel Social Media System Report 130

Comm100

SEPTEMBER 10, 2020

A ticketing system allows you to manage any conversation that needs follow-up, helping you to track the journey of each customer conversation until resolution. Reporting helps you keep track of how your team is performing in terms of ticket and case management. Service Level Agreements . Auto follow-up .

Omni-Channel 130

Omni-Channel Social Media System Report 130

Pink Guava

DECEMBER 22, 2019

Rock your 2020 with Customer Experience Management Strategy [3 Step Plan] We are sure many of you are wondering, how 2020 is going to be any different than 2019 when it comes to managing our business. When it comes to managing your work/business, some of these pointers will come handy!

Customer Experience Management 52

Customer Experience Management Strategy Customer Journeys Customer Experience 52

CSM Magazine

FEBRUARY 23, 2023

Award winning electrical services company Future Group, has boosted productivity and is seeing an 80 per cent increase in efficiency following the roll out of a job management system from BigChange. “This was time consuming and also introduced the potential for errors. . “BigChange just works for us,” she continued.

Groups 52

Groups Management Customer Relationship Management CRM 52

CSM Magazine

DECEMBER 2, 2020

As we say farewell to 2020 there are plenty of positives to take from this year of change and challenges. By far the biggest takeaways from 2020 are: Remote work is here to stay – the pandemic has finally ended the decade-long debate on remote or home-working. Lessons learned.

Self Service 72

Self Service Analytics e-support Competitive Advantage 72

Oracle

MARCH 11, 2020

Today, women in CX are driving innovation, rethinking what the customer experience means, and bringing these insights to new industries and audiences. link] #customerexperience #leadership #womenleaders pic.twitter.com/mn6B2qNjYs — Jeanne Bliss (@JeanneBliss) March 8, 2020. Jeanne Bliss. Sioban Massiah. Baby bump and all! #CX

Customer Journeys 83

Customer Journeys Technology Chief Customer Officer Video 83

CSM Magazine

OCTOBER 5, 2020

Customer Service & Experience USA 2020 (November 17-18th) brings together an unrivalled list of senior customer service leaders from the world’s most powerful and innovative brands. Bring customer experience to the center : Gain senior management buy-in, prove ROI, and move from reactive support to proactive success.

Self Service 52

Self Service Customer Service Customer Experience Case Study 52

Oracle

JANUARY 22, 2020

Each year, the Consumer Electronics Show (CES) in Las Vegas offers a preview of the emerging technology, new customer service innovations, and trends shaping the business and consumer landscapes. Here are 5 trends we’re tracking from CES 2020. — Quibi (@Quibi) January 8, 2020. Coming mid-2020.

Trends 54

Trends Retail Entertainment Innovation 54

ClientSuccess

MAY 19, 2020

SILICON SLOPES, UT (May 18, 2020) – ClientSuccess, a leading B2B SaaS customer success management platform, has been named the best Customer Success Management Solution of 2020 as part of the annual SIIA CODiE Awards. These trying times have underscored the importance of innovative technologies like never before.

Customer Success 69

Customer Success Management Innovation Analytics 69

TechSee

FEBRUARY 1, 2021

TechSee has been out there since 2015 driving change with innovation, working to make a difference. 2020 highlights. We had to bridge a knowledge gap, relaying behind-the-scenes and technical processes to management unfamiliar with how AI works. How, what and why? Sneak peek into 2021.

Innovation 84

Innovation Insurance Contact Center Chatbots 84

C Space

JULY 21, 2020

The Brand Move Roundup – July 21, 2020. eBay and PayPal ‘s five-year operating agreement has just ended, and the online marketplace is eyeing billions in new potential revenue by managing its payments in-house. Innovation is a hallmark,” said Chris Brandt, the company’s CMO. “We Brand Move Roundup – July 21, 2020.

Brands 52

Brands Transportation Sales Innovation 52

Oracle

JANUARY 3, 2020

This is a preview of the ebook, “ The 2020 Guide to Digital Commerce “ Merriam-Webster reports that the word ecommerce, defined as “commerce conducted via the internet,” first surfaced in 1993 in a class that includes website, cybersurfer, and click through. ” Consider your last few online purchases.

Ecommerce 80

Ecommerce eBook Retail Chatbots 80