CSM Magazine

JANUARY 18, 2024

The conference has attracted leading minds and voices from all across the digital transformation and CX landscape and this year will explore how emerging technologies such as AI are revolutionising CX.

Case Study 52

Case Study Groups Conference CRM 52

TechSee

JUNE 16, 2022

He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. As well as being a speaker at numerous conferences, Sharad is a regular contributor and writes about key trends and insights in the customer engagement space for publications including Smart Customer Service.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

InMoment XI

MARCH 17, 2009

And there was certainly a lot of talk about this at the recent Gartner CRM conference in London. The author of this blog, Chris Cottle, VP of Marketing for Allegiance, believes that the next big step for VOC programs will lie within the analytical side.

Marketing 200

Marketing Conference CRM Customer Retention 200

InMoment XI

MARCH 17, 2009

And there was certainly a lot of talk about this at the recent Gartner CRM conference in London. The author of this blog, Chris Cottle, VP of Marketing for Allegiance, believes that the next big step for VOC programs will lie within the analytical side.

Marketing 200

Marketing Conference CRM Customer Retention 200

InMoment XI

MARCH 17, 2009

And there was certainly a lot of talk about this at the recent Gartner CRM conference in London. The author of this blog, Chris Cottle, VP of Marketing for Allegiance, believes that the next big step for VOC programs will lie within the analytical side.

Marketing 200

Marketing Conference CRM Customer Retention 200

Optimove

DECEMBER 18, 2018

2018 brought twice as many pink-hued lightbulbs, shining a light on 500 attendees, 12 workshop leaders, and 15 speakers sharing, absorbing, and discussing the current and future state of CRM. While looking out at the Mediterranean Sea, conference guests mingled and conversed with thought leaders and field experts from dozens of top brands.

Connections 53

Connections Conference CRM Consumers 53

Oracle

FEBRUARY 12, 2019

Visit the registration page and use discount code “SmarterCX” to get a rate of $1,295 on a full conference pass now through March 18, 2019.**. How Master Lock Adopted Oracle CX Analytics for Better Business Intelligence. **Ready to register for Oracle Modern Customer Experience 2019? Attend this session and learn more.

Customer Experience 71

Customer Experience Conference Chatbots Ecommerce 71

Joe Rawlinson

MAY 31, 2017

Upgrade their software package to premium service or extend an invitation to a VIP conference. Figuring out how to interpret and leverage data from your CRM system can be difficult to master and pass on to your entire team. You can find ongoing video training on data-driven tools and insights for Infor CRM.

Customer Retention 98

Customer Retention Omni-Channel Strategy CRM 98

Gainsight

NOVEMBER 2, 2020

This is part 5 of our 12-part series “This is Product-Led,” inspired by our conference for Gainsight PX users, Pulse for Product. To watch the watchers and ensure users evolve into raving fans, Eilon Reshef , Co-Founder, and CPO of Gong , relies on product analytics. The CRM, for instance, is designed for administrators.

NPS 52

NPS Analytics Conference Video 52

C3Centricity

FEBRUARY 18, 2019

I presented last week at an exciting, forward-looking conference in Fort Lauderdale, USA. It was ITEXPO , a successful conference celebrating its twentieth anniversary this year! Unlike normal analytical processes, using AI needs developers and users to start with the end in sight. CEX #CRM #Customer Click To Tweet.

Marketing 149

Marketing Chatbots Self Service Conference 149

Experience Matters

DECEMBER 15, 2015

Speech Analytics Piloting. As companies get comfortable using text analytics and collecting customer insights from unstructured data, they often focus on their largest interaction dataset: contact center calls. Predictive Analytics Personalizing. It will also become a hot topic at CX conferences.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

BirdEye

MAY 22, 2023

Reporting and analytics Some appointment scheduling apps offer built-in reporting and analytics features to help you gather insights about your appointment data. Use this free tool for appointment booking, lead generation, team meetings, and conference calls. This helps you focus on what truly matters – your clients.

Self Service 98

Self Service Software System Social Media 98

Natalie Petouhof

JUNE 9, 2016

Tweet Is social CRM dead? Depends on what you consider social CRM to be. The partnership includes Microsoft Dynamics and Lithium’s community data, social customer intelligence and analytics. The combination of online communities and the power of CRM is an amazing capability. What does the future of CRM hold?

Technology 40

Technology CRM Conference Strategy 40

PK

JUNE 5, 2018

The most exciting moment of the conference was taking home two awards for Lenati. We’re excited to connect with retailers and learn more about CRM strategies, ideas and challenges. Mehalchin shared insights on the strategic role personalization plays in the modern loyalty marketing context.

Loyalty Programs 40

Loyalty Programs CRM Loyalty Conference 40

ReviewTrackers

JULY 12, 2019

Here’s the good news: according to new research by Forbes Insights and SAS , automotive businesses are taking the lead in embracing data and predictive analytics to enhance the customer experience. 63 percent of respondents said that data analytics allow them to more accurately predict customer needs and desires.

Automotive 77

Automotive Customer Experience Social Media Analytics 77

Talkdesk

MARCH 17, 2020

In response to the COVID-19 pandemic, many global agencies have issued travel advisories or restrictions, large conferences and entertainment events have been canceled, and companies are beginning to ban business-related trips. The consequences are estimated to cost the U.S.

Contact Center 94

Contact Center Self Service Tourism Travel 94

ReviewTrackers

JULY 12, 2019

Here’s the good news: according to new research by Forbes Insights and SAS , automotive businesses are taking the lead in embracing data and predictive analytics to enhance the customer experience. 63 percent of respondents said that data analytics allow them to more accurately predict customer needs and desires.

Automotive 72

Automotive Customer Experience Social Media Analytics 72

Peter Lavers

NOVEMBER 26, 2015

In my new line of work, I get to speak at industry conferences, read data/analytics/research publications and scan the plethora of blogs or social media comments on this topic. Not surprisingly, with hindsight, most of these CRM projects failed and systems did not repay that hefty price tag.

CRM 40

CRM Fashion Social Media Analytics 40

BirdEye

FEBRUARY 21, 2023

It involves creating content, scheduling social media posts, responding to comments and messages, tracking analytics, developing strategies, and engaging with customers on various channels. Social media management for businesses is the practice of managing a company’s presence on various social media platforms.

Social Media 98

Social Media Management Multi-Channel Analytics 98

Oracle

MARCH 2, 2020

Visit the registration page and use discount code “SmarterCX” to get a rate of $995 on a full conference pass.**. To deliver a connected experience, business leaders must constantly introduce new ways to eliminate barriers between sales, CRM, marketing, customer retention, ecommerce, finance, and more.

Customer Journeys 40

Customer Journeys Conference Customer Centricity Retail 40

Peter Lavers

FEBRUARY 27, 2018

We’re delighted to announce that WCL Customer Management’s founding director Peter Lavers will be participating at IBM Watson’s showcase Think 2018 conference in Las Vegas in March.

Competitive Advantage 40

Competitive Advantage CRM Conference Leadership 40

BirdEye

NOVEMBER 21, 2023

Actively participate in relevant conferences, workshops, and seminars. Use social media analytics to understand what content performs best. Click on the banner to schedule an appointment to learn how adding this to your CRM can strengthen your customer experience. How can your interior designing business implement this strategy?

Marketing 109

Marketing Social Media Advertising Tips 109

CSM Magazine

MAY 30, 2016

If the pressure of keeping up with the demands of your industry has started to take its toll but you are frustrated by the amount of time and money such a commitment can eat away, here’s your starter kit that includes one CRM solution, one collaborative team and a few bits of sound advice. Your CXM Starter Kit. But is it expensive?

Customer Experience Management 40

Customer Experience Management Management Customer Experience Customer Journeys 40

Natalie Petouhof

SEPTEMBER 21, 2016

Static Analytics – which drives the use of real-time, big-data analytics. Phase 2 is can be using Predictive Analytics which means designing predictive algorithms to transform decisions into proactive instead of reactive decisions and improving products and processes. Phase 3 can be about Service Excellence.

Self Service 40

Self Service CRM ROI Analytics 40

ShepHyken

SEPTEMBER 16, 2016

Basic examples of KPIs include visitor engagement, cart abandonment, bounce rate and conversion rate, but Google Analytics can be used to define and measure practically any goal. With over 20 years of global experience in Marketing Applications and Analytical CRM, Mark Smith is a leader in building, growing and managing successful companies.

Omni-Channel 48

Omni-Channel Customer Experience Retail Effort Score 48

inmoment

JUNE 28, 2019

The theme of this year’s Forrester CXNYC conference was “Changing the Game—Leading Radical CX Innovation,” and since then, I have found myself thinking more and more about what radical innovation looks like in our space. If you were to look at customer experience from a bird’s eye view, you would see a mass of legacy approaches.

Employee Experience 40

Employee Experience Innovation Connections Customer Experience 40

Peter Lavers

FEBRUARY 21, 2019

What were the key themes coming out of my coverage of February’s IBM’s showcase global conference Think 2019 in San Francisco? Think is IBM’s flagship conference designed to deliver all the technical training, strategic expertise, and impactful lessons that a company needs to compete in today’s changing world.

Conference 66

Conference Leadership Culture Customer Centricity 66

Think Customers

JANUARY 20, 2020

At National Retail Federation (NRF) “Big Show” conference in New York City, business leaders defined what will make for exceptional customer experiences in 2020. New decade, new retail. But above all, these leaders recognized that times were changing, and they need to adapt.

Retail 81

Retail Data Conference Technology 81

Thematic

JUNE 21, 2021

We’ve analyzed over 2,300 reviews by Tableau and Power BI users with our proprietary text analytics solution Thematic. Salesforce’s Tableau describes itself as “the most beloved modern analytics platform in the world”. Using Thematic’s proprietary feedback analytics solution we crunched this data. What is Power BI?

Tools 62

Tools Data Analysis Analytics 62

West Monroe

JULY 24, 2017

CRMs enable businesses to track and measure each and every interaction, whether in person or online. Typically, though, CRM data provides only a partial profile of an individual – transactional data or website visits, for instance. Companies in the predictive analytics sphere include 6sense, GrowthIntel, Lattice Engines, and Radius.

Data 51

Data Marketing CRM Advertising 51

Answer Dash

JANUARY 1, 2019

(This article is originally published at ICMI ) Hint: Focus on Agent Performance If you’ve sat through any customer service technology demos or walked the showroom floor at an industry conference, you’ve undoubtedly heard well-meaning sales folks speak of innovation, disruption, and automation. This is the power of speech and text analytics.

Contact Center 67

Contact Center Knowledge Base Chatbots System 67

Qualtrics

JULY 23, 2019

Gilad Lotan – Lotan is the Head of Data Science and Analytics at Buzzfeed where he leads a team that’s tasked with building state of the art analytics, insights, and data products to support entertainment, news, business and tech. Follow Kate for the latest research on CRM and Customer Service. ( @kateleggett ).

Marketing 32

Marketing Handbook Net Promoter Score Entertainment 32

Magellan Solutions

JULY 29, 2021

Analyzing your CRM data to find qualified leads from existing customers, for instance, is one way AI can help you find new sales opportunities. Intelligent analytics reports will give you insights into the successes and problems within each AI-driven campaign. Analytics — The Driving Force. Predictive Call Routing.

Call Center 52

Call Center Self Service Social Media Omni-Channel 52

BirdEye

MARCH 24, 2023

Analytical skills : A manager should have a good understanding of data analysis and interpretation to identify opportunities, assess risks, and make informed decisions. They need to be able to use metrics and analytics tools to track performance and adjust strategies as needed. Use LinkedIn analytics to track your engagement and reach.

Return on Investment 98

Return on Investment Social Media Sales Metrics 98

ClearAction

MAY 18, 2017

Investment in VoC can be staggering: several full-time employees to manage it all, subscription to a customer feedback management system for several hundred thousand dollars, analytics subscriptions (text, voice, predictive, social media, loyalty driver uplift, etc.), and continuing VoC education (certifications, conferences, etc.).

ROI 54

ROI Feedback Survey Financial 54

Survicate

FEBRUARY 20, 2019

Surveys are also unbeatable when it comes to analyzing your responses – you can quantify the answers from closed-ended questions in a built-in analytics tool like our own, or via Google Sheets/Excel. CRM: If you integrate your communication and survey tools, you can create a solid base knowledge on your clients.

Feedback 81

Feedback Management Survey Tools 81

Tricia Morris

AUGUST 11, 2015

Yet, 35% say their currently integrate customer data to improve the customer experience, and only 24% use analytics to define customer segments. On August 26 th , join Microsoft (gold sponsor) and Susie Adams, CTO for Microsoft federal, at the DGI Government Customer Service Conference in Washington, DC. Customer Service Campaign.

Government 40

Government Customer Service Self Service Customer Centricity 40