Doing CX Right
JUNE 17, 2024
Learn how addressing ageism in the workplace can enhance customer experience and drive positive change. Discover and apply insights now. The post Ageism in the Workplace: Transforming a Challenge into a CX Opportunity appeared first on Doing CX Right.
TechSee
JUNE 17, 2024
Today visuals are revolutionizing customer service and customer experience. There’s a lot of truth in the old saying “a picture is worth a thousand words” – because, as we wrote about in our previous blog post on this topic, visuals really do transform everything. Whether you’re trying to troubleshoot a smart thermostat or set up a new coffee machine, visual communications and visual guidance make the process easier, simpler and faster.
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AWS Machine Learning
JUNE 17, 2024
This post is co-written with Shamik Ray, Srivyshnav K S, Jagmohan Dhiman and Soumya Kundu from Twilio. Today’s leading companies trust Twilio’s Customer Engagement Platform (CEP) to build direct, personalized relationships with their customers everywhere in the world. Twilio enables companies to use communications and data to add intelligence and security to every step of the customer journey, from sales and marketing to growth and customer service, and many more engagement use cases in a flexib
MiaRec
JUNE 17, 2024
Are you struggling with inefficiencies that lead to long call times, missed information, and frustrated customers? Are your agents overwhelmed with the sheer volume of calls and the complexity of data they need to capture accurately? If so, you are not alone. At MiaRec, we have helped hundreds of contact centers, including many at large insurance companies, leverage AI to enhance efficiency and improve customer satisfaction.
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The AI era isn’t coming—it’s here. But over 70% of AI projects fail before they scale. Why? No strategy. No alignment. No ROI. We worked with a $50M company that wasted a year and half their budget chasing AI pilots with no payoff. Sound familiar? That’s where our four-step transformation system comes in: Assess, Strategize, Execute, Scale. We help you cut through the hype, find what actually moves the needle, and build a roadmap that delivers results.
Alida
JUNE 17, 2024
The Activate conference included thought-provoking keynotes, customer success stories, and best practice advice from industry experts within the research community and if you missed the event, you can watch on-demand to get the complete picture.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Thematic
JUNE 17, 2024
In today’s fiercely competitive business landscape, customer experience (CX) is the linchpin for growth. Businesses can no longer rely solely on superior products; they must deliver seamless, personalized, and engaging experiences at every customer touchpoint. A Forrester Total Economic Impact (TEI) study revealed that a superior CX can result in a significant $1.8 million boost in income over three years, along with substantial cost savings and increased efficiency.
Adrian Swinscoe
JUNE 17, 2024
This is a guest post by Nadja Bellan-White, CEO of SS+K, an M&C Saatchi company. Financial institutions are swept up in a crisis of confidence in […] The post Financial brands need to shore up trust…or we’re all going to sink first appeared on Adrian Swinscoe.
Thematic
JUNE 17, 2024
Measuring the ROI of your Voice of the Customer (VOC) program can be a challenge for many businesses. While VOC data holds valuable insights, it’s often difficult to quantify the impact of these insights on business outcomes like revenue growth, customer retention, and overall business growth. Traditional methods of VOC analysis can be time-consuming, labor-intensive, and prone to bias.
Forrester's Customer Insights
JUNE 17, 2024
In our most recent report on identity and measurement offerings from Google (Privacy Sandbox) and Apple (Private Click Measurement), we stumbled upon an ugly truth about data deprecation: Big tech will not solve this problem, and marketers shouldn’t wait any longer to test and identify practical in-market solutions.
Speaker: Brendan Sweeney, VP of Global Sales and David Phelan, Account Executive
In a world where buyers are more informed and objections are more nuanced, confidence isn't optional—it’s a competitive advantage. In high-stakes conversations, knowing how to handle pushback can make or break the deal. Join industry experts Brendan Sweeney and David Phelan for a behind-the-scenes look at how teams are transforming sales coaching with real-time feedback, objection-handling role plays, and pre-call preparation that actually sticks.
Thematic
JUNE 17, 2024
Customer experience (CX) is a critical driver of business success, and the voice of the customer (VOC) is the compass that guides it. But how can you ensure your VOC program delivers tangible business value? In a recent LinkedIn Live chat hosted by Thematic, CX experts Paul Stevenson, a recognized CX leader with a proven track record in digital transformation and customer-centric strategies, and Rick Denton, a profit navigator specializing in helping companies unlock business value through CX pr
CSM Magazine
JUNE 17, 2024
Zenarate has been named Disruptive Technology of the Year at this year’s CCW Excellence Awards. The awards aim to elevate the standards of the contact center industry by recognizing the most innovative companies and top-performing executives for their outstanding contributions, innovative ideas, creativity, and excellence in all aspects of contact center operations.
NobelBiz
JUNE 17, 2024
What is a BPO Call Center ? A Business Process Outsourcing (BPO) call center is a third-party service provider that manages call center operations for other businesses. These call centers handle a variety of tasks, such as customer support, order processing, and telemarketing. By outsourcing these functions to a BPO provider, businesses can concentrate on their core activities while leveraging the BPO’s expertise and efficiency.
CSM Magazine
JUNE 17, 2024
Interesting stats revealed by the UK Customer Satisfaction Index show that as of January 2024, overall customer satisfaction across the thirteen industries they track was down by 1.7 points to 76.0 – lower than it had been during the recent global health challenges. Many companies are wondering how they can improve their customer services and keep standards as high as possible.
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IT teams are under pressure to do more with less. AI isn’t just hype—it’s already helping lean IT teams cut support volume by up to 60%, reduce cloud waste, and eliminate risk from their stack. In this executive playbook, you'll learn how mid-sized companies are deploying AI to automate tier-1 tickets, predict outages, optimize SaaS spend, and secure infrastructure without hiring a bigger team.
Forrester's Customer Insights
JUNE 17, 2024
US consumer perceptions of CX quality are now at their lowest point since the inception of the Forrester Customer Experience Index (CX Index™). Read a few of the key takeaways from our just-launched report.
CSM Magazine
JUNE 17, 2024
Zingly.ai Founders: (L to R) John D’Amour, Gaurav Passi and Piotrek Chojnowski Ex-Avaya, Five9, Glia, and Talkdesk industry leaders have joined forces to revolutionize customer experience (CX) with the launch of Zingly , a Collaborative Customer Experience (CCX) Platform. The patented customer-facing technology combines GenAI, digital interactions, and telephony, providing infinite scale to enterprises, and hyper personalization to consumers, resulting in revenue acceleration and lasting c
Forrester's Customer Insights
JUNE 17, 2024
There’s just no way to sugarcoat this: US Health Insurer CX Index ratings for 2024 have landed with a resounding thud. This is the second time since 2021 that the industry average rating had a statistically significant decline – and it’s easy to see why: Ten brands scored their lowest ratings in five years.
Thematic
JUNE 17, 2024
In the high-stakes game of customer experience (CX), ignorance isn’t bliss – it’s a death sentence for your bottom line. The importance of customer experience is often underestimated, leading to significant business losses. You’re playing a dangerous game if you’re not actively listening to your customers. By sifting through mountains of unstructured data – reviews, surveys, social media posts – AI can pinpoint the recurring themes and trends that
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
Forrester's Customer Insights
JUNE 17, 2024
Imagine a species that’s inflexible, stuck on behaviors suited to their ecological niche but unable to adapt — one that is slow, unintelligent, and unaware of its surroundings. Now, dramatically change their environment. Sounds like a recipe for extinction, right? Well, that’s how legacy, monolithic banking systems are: inflexible, siloed, and product-centric; closed, batch-based, unintelligent, and security-challenged — relics of a bygone era.
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