Gainsight

NOVEMBER 10, 2021

Enter product analytics, the secret to building your own product-led machine. Strap in for a full look at the role of product-led strategies along with how to use analytics to drive product-led success. . Here are a few reasons why: It deepens product connections by lining your decisions up with the user’s needs.

Analytics 52

Analytics How To Handbook User Experience 52

GetFeedback

AUGUST 14, 2019

Preferences for how they interact with your brand today will certainly shift in the future. Be sure to include online reviews, social media, Voice of the Customer through the Employee or through customer service interactions, and other listening posts in your VoC program data feeds. Go beyond basic analytics. Get Calculator.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

AWS Machine Learning

APRIL 18, 2024

Download and install the Chrome browser extension For the best meeting streaming experience, install the LMA browser plugin (currently available for Chrome): Choose Download Chrome Extension to download the browser extension.zip file ( lma-chrome-extension.zip ). Enable Developer mode. This loads your extension.

Knowledge Base 115

Knowledge Base Meeting Resources Analytics 115

CustomerSuccessBox

APRIL 19, 2022

Customer journey analytics is enabling access to tap into the customer behavior across touchpoints and over time to measure the impact of customer behavior on business outcomes. What is Customer Journey Analytics? Why is it important to have Customer Journey Analytics? From marketing to customer support to even customer success.

Customer Journeys 52

Customer Journeys Metrics Analytics Touchpoint 52

Optimove

APRIL 15, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it matters: Position-less marketing is crucial for marketers as it enables them to leverage the rapidly changing digital landscape, fostering agility, innovation, and collaboration within their teams. Download Now Why is adaptability crucial for Position-less Marketers?

Marketing 59

Marketing Sports Multi-Channel CRM 59

Optimove

DECEMBER 14, 2023

Enhance your customer segmentation with our advanced guide Download Now Informed by our work with thousands of marketing experts representing 1,200+ brands and exclusive insights from our surveys of more than 2,000 consumers, here are the pivotal latest marketing trends we see shaping the landscape in 2024.

Trends 72

Trends Marketing Video Consumers 72

CSM Magazine

JUNE 16, 2022

Five ways to connect with home-working teams. Be WFH savvy with cloud – the majority of contact centres (66%) have already implemented cloud-based call routing functionality, while speech and CRM/desktop analytics are next on the list. Cloud is integral to remote and hybrid working.

Self Service 52

Self Service Connections Analytics Tips 52

Solvvy

JULY 13, 2022

Just because your brand finishes interacting with a customer, doesn’t mean their experience has ended. Best In-Class Analytics to Make it Easy to See Your Results . Download the reports locally or share via email – Share insights widely with the greater team by sending PDF reports via email. Evolve Your Experience.

Survey 109

Survey Feedback Customer Satisfaction Measurement 109

Kayako

MAY 13, 2022

Today’s customer expects efficient, seamless interactions with products, services, and customer service help across various devices. Kayako’s SingleView™ includes every customer’s interaction in our help desk support ticketing system so that customer service agents can access a centralized, visual story of the entire customer journey.

Self Service 275

Self Service Knowledge Base e-support Policies 275

NetBase

JULY 9, 2019

Fortunately for you, we’ve done the heavy lifting and created the 2019 Social Analytics Guide to Influencer Marketing on Reddit to help those curious (which should be everyone) understand influencer marketing on this mostly misunderstood site. Download the guide to read more about everything Reddit, and plan to spend some time with it!

Analytics 76

Analytics Marketing Sports Groups 76

NetBase

MAY 20, 2019

We’re here to help marketers prove they’re putting their brand’s money where the engagement is with analytics tool tips that they can implement immediately. Capturing relevant analytics to support a brand’s social media spend is challenging in itself, made so much more so when the rules of the road are in a constant state of flux.

Analytics 58

Analytics Banking Airlines Comparison 58

Comm100

MAY 20, 2022

Thanks to its speed and convenience, live chat software empowers agents to provide the type and quality of support that today’s consumers need, all while: Reducing operational costs Improving efficiency Increasing availability Building stronger connections and Improving customer satisfaction (CSAT). Reduce support costs.

Software 188

Software Wait Times Multi-Channel Consumers 188

AWS Machine Learning

NOVEMBER 29, 2023

Prepare interactive data With the setup complete, we can now create a data flow to enable interactive data preparation. You can download the dataset loans-part-1.csv From the Import data page, select Snowflake from the list and choose Add connection. Enter your okta account id and choose Add connection.

Data 108

Data Analysis Training Financial 108

TechSee

DECEMBER 21, 2020

CPGs can save costs and time while getting the control they need by using visual assistance, a technology that is transforming operations by enabling remote and interactive guidance. Taking vision to the next level with Visual Augmented Analytics. Bridging the visual gap with Augmented Reality and Computer Vision. Get the picture?

Self Service 152

Self Service Management Consumers Analytics 152

CloudCherry

DECEMBER 1, 2018

Nicole Alcon, Senior Vice President & Chief Member Experience Officer, says their focus on each individual interaction has a lot to do with their high NPS score. We want to help our members achieve financial success with each interaction and WOW service is the key to making this happen.”. Download your copy now! Conclusion.

NPS 225

NPS Net Promoter Score Banking Touchpoint 225

SurveyGizmo

NOVEMBER 11, 2021

Please download our CX Predictions for 2022 ebook for our full report. Many of us spent a good portion of the pandemic making purchases from our phone, downloading media onto our devices, and playing games online with family members. We don’t hate human interaction; we just want to complete our work.

B2C 98

B2C B2B Self Service e-support 98

CSM Magazine

JUNE 25, 2019

The integrated solution allows businesses using Amazon Connect to measure the customer experience through an advanced, post-interaction survey—making it easy to gain customer feedback on each interaction. We are devoted to developing and growing our business around the Amazon Connect ecosystem. About VoiceFoundry.

Contact Center 40

Contact Center Connections Feedback Measurement 40

CSM Magazine

DECEMBER 21, 2021

In our last blog, we revealed how customers crave speed, convenience and emotional empathy when interacting with their favourite brands, a paradox that threatens the status quo of today’s contact centre. In this blog, we throw the spotlight on technology and how to use it effectively, adding the human touch to digital interactions.

Technology 59

Technology Self Service Average Handle Time Analytics 59

Qualtrics

JULY 31, 2020

People analytics deliver actionable insights to improve the way your organization does business – and the impact HR has on the bottom line. New to the world of people analytics? Here’s a closer look at what it is, the metrics you should measure, how to get started, and a case study demonstrating people analytics in action.

Analytics 41

Analytics Data How To Net Promoter Score 41

CloudCherry

JANUARY 18, 2018

But great experiences are often the ones that connect with members at an emotional level. It helps you get a bird’s eye view of all member interactions. DOWNLOAD THE CREDIT UNION E-BOOK! Face-to-face interactions directly convey to members whether your Credit Union is truly engaged in helping them out along their journey.

Omni-Channel 225

Omni-Channel Touchpoint Effort Score Financial 225

CSM Magazine

JANUARY 11, 2022

Calabrio’s own research found that 90% of contact centres said they were aggressively investing in new channels, automation and analytics tools — while 68% of cloud migrations happened in 2020. They also claim their cloud solutions enable more strategic, smarter business decisions, while 70% say they are enhancing the use of analytics.

Omni-Channel 75

Omni-Channel Return on Investment Analytics Chatbots 75

CSM Magazine

NOVEMBER 14, 2023

Leading research and consulting firm Gartner predicts that Conversational AI will reduce contact centre labour costs by $80billion in 2026 and over the same period, one in 10 agent interactions (10%) will be automated, an increase from an estimated 1.6% of interactions today. Don’t get left behind.

Self Service 52

Self Service Average Handle Time Contact Center Training 52

Calabrio

FEBRUARY 16, 2017

In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Marketing organizations will expand to incorporate #cctr touchpoints with #VoC #analytics Click To Tweet. Customer-centricity shines a spotlight in the contact center. Start here.

Trends 153

Trends Customer Engagement Engagement Contact Center 153

CloudCherry

AUGUST 9, 2018

Pillar #3: Customer experience analytics must be predictive. Since there is no magical moment that defines the whole experience with a brand, brands must look at customer experience as a sum of interactions and understand that customers’ loyalty is a direct result of all of these interactions combined.

Customer Experience Management 150

Customer Experience Management Customer Journeys Customer Experience Management 150

BirdEye

FEBRUARY 21, 2023

Social media has completely changed the way we communicate and connect with one another over the past two decades. It’s especially important for local businesses looking to connect with their communities and grow their customer base. It’s an essential part of our everyday lives, and there are no signs it’s slowing down.

Social Media 98

Social Media Management Multi-Channel Analytics 98

CloudCherry

NOVEMBER 9, 2018

Nicole Alcon, Senior Vice President & Chief Member Experience Officer, says their focus on each individual interaction has a lot to do with their high NPS score. We want to help our members achieve financial success with each interaction and WOW service is the key to making this happen.”. Download your copy now! Conclusion.

NPS 150

NPS Net Promoter Score Banking Touchpoint 150

AWS Machine Learning

FEBRUARY 29, 2024

OpenSearch is a scalable, flexible, and extensible open source software suite for search, analytics, security monitoring, and observability applications, licensed under the Apache 2.0 After your historical data is imported, you can continue to provide new data in real time by sending user interaction events.

e-support 96

e-support Resources Comparison Data 96

CSM Magazine

JANUARY 25, 2023

If you don’t have automated analytics tools then simply ask agents directly—they will welcome the opportunity to be involved and asking shows you care and value their input. Consider deploying Voice of the Employee (VoE) analytics to capture how agents are feeling to identify those who are struggling and need extra support.

Self Service 52

Self Service Gamification Analytics Tips 52

Kustomer

JULY 28, 2022

As a result of this evolution, brands need to consider that the understood concept of customer service is no longer enough to create lasting, emotional connections with their customers. Customer experience prioritizes the relationship with the customer, regardless of length of interaction, or past or prospective purchases.

Customer Experience 105

Customer Experience e-support Social Media Knowledge Base 105

CSM Magazine

APRIL 20, 2022

Embrace analytics to boost your wellbeing strategy. In this second blog of the series, we explore why technologies that humanize experiences through the likes of AI-infused analytics and intelligent automation, such as modern Workforce Engagement Management (WEM) solutions, are the next step towards developing a robust wellbeing strategy.

Technology 52

Technology Analytics Tools Customer Centricity 52

West Monroe

DECEMBER 6, 2022

With a massive rise of non-traditional challengers to banks, those which are not considering distributed banking strategies—comprised of open banking, BaaS, and embedded finance—will quickly fall behind in creating opportunities to connect with a younger customer base that’s quickly becoming the majority consumer.

Banking 52

Banking Industry Financial ROI 52

Optimove

DECEMBER 4, 2023

Download Now: 9 creative email tactics Download Now>> Why is Email Segmentation Important for Marketing? Personalized content resonates better with recipients, fostering a stronger connection with your brand. Personalization enhances engagement and builds a stronger connection with your audience.

eBook 52

eBook Groups Metrics Strategy 52

Beyond Philosophy

MAY 8, 2021

Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. Download the new Verint research report on the Engagement Capacity Gap, by visiting www.Verint.com/boundless. People lie. I have done it. Please tell us how we are doing!

Customer Experience 104

Customer Experience Consulting Conference Groups 104

BirdEye

FEBRUARY 28, 2023

The skills required for the role may include social media marketing, content creation, analytics, copywriting, customer service, and project management. They’ll also make sure all posts, comments, and interactions align with your company’s brand values and goals. What does a social media manager do?

Social Media 98

Social Media Management Analytics Strategy 98

CSM Magazine

NOVEMBER 3, 2022

In the latest State of the Contact Centre Report the vast majority of consumers (97%) and contact centre managers (98%) agree that customer service interactions have an impact on customer loyalty. Make this brand story part of the agents’ mindset so it becomes second-nature when interacting with customers, whatever the channel.

Loyalty 52

Loyalty Brands Self Service e-support 52

CSM Magazine

OCTOBER 12, 2022

Despite a rise in digital interactions, the phone call still holds a special place in consumer hearts. While the majority (53%) are having more first-time digital interactions with their favourite brands than a year ago, voice still reigns supreme. One of Calabrio’s customers conducted this experiment with amazing results.

Consumers 52

Consumers Social Media Training Analytics 52

ECXO

MARCH 24, 2024

The Emotional Connect Psychologically, humans crave connections. Hyper-personalization creates an emotional connection between the brand and the customer. This emotional connection can significantly enhance brand loyalty and customer satisfaction. We want to feel understood and valued. Where does this data come from?

Customer Experience 52

Customer Experience Social Media Analysis Loyalty 52