Magellan Solutions

JUNE 14, 2023

Disruptive innovation is crucial for businesses, enabling them to challenge existing market norms, create new opportunities, and gain a competitive edge. You can transform your business and customer experiences by offering innovative products or services. But what is the role of BPOs in disruptive innovation?

Innovation 52

Innovation Transportation Telecommunications Culture 52

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

CSM Magazine

APRIL 30, 2024

As technology speeds ahead without looking back, it’s overhauling life as we know it—from everyday habits to job workflows down to basic human connections. Digital innovation here is about fundamentally redefining the patient experience and engagement. It’s signaling a new era of innovative and inclusive healthcare.

Healthcare 52

Healthcare Engagement Trends Insurance 52

InMoment XI

JULY 12, 2023

Leveraging Technology for Enhanced Experiences Just like every other part of your business, technology can significantly enhance the customer experience, too. Explore emerging technologies like chatbots, artificial intelligence (AI), and data analytics to gain insights and improve the customer experience.

Customer Experience 260

Customer Experience Strategy Self Service Customer Journeys 260

GlowTouch

JANUARY 6, 2023

The Stevie Awards for Achievement in the Use of Data and Analytics in Customer Service Entry from GlowTouch. Digital innovations like our text analytics and customer sentiment analysis tool are a means of connecting data points with the human experience to better understand the “why” behind consumer preference and behavior.

Analytics 52

Analytics Data Customer Service Contact Center 52

Experience Investigators by 360Connext

JUNE 13, 2023

However, embedding a customer-centric culture can be challenging when CX is isolated from other departments. There are pros to including CX in marketing, including teams who understand and utilize customer feedback, behavioral analytics, and market research. It’s the lowest it’s been in decades, according to a 2022 study.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Clarivate

JUNE 29, 2022

In today’s knowledge economy, the intangible assets that stem from the innovation process account for a significant portion of a company’s value. This shift in the innovation process has placed two disciplines that are often treated independently, knowledge management and intellectual property management, under scrutiny.

Innovation 52

Innovation Leadership Strategy Culture 52

Thematic

JULY 21, 2023

This interview was first published at Upsilonit.com Anton Oparienko (COO, Upsilon): Today, I'm pleased to have Alyona Medelyan with me, the co-founder and CEO at Thematic , an innovative feedback analytics solution. If you are a salesperson, learn a bit of technology. We are really excited about this.

Analytics 62

Analytics Feedback Net Promoter Score Chatbots 62

Think Customers

MAY 26, 2022

Think fast: What is the difference between business intelligence and predictive analytics and why does it matter? Business intelligence and predictive analytics are often used interchangeably to describe tools and methods for utilizing data to make informed decisions. What is predictive analytics? What is business intelligence?

Analytics 52

Analytics Contact Center Insurance Data 52

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better!

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Magellan Solutions

JUNE 21, 2023

Advanced modern technology has paved the way to harness the maximum power of artificial intelligence (AI). Don’t underrate the Importance of AI-driven outsourcing because this technology is now useful in driving business success. Understand how you can apply these technologies to your business processes.

Innovation 98

Innovation Culture Analytics Technology 98

Vonage

OCTOBER 22, 2015

Which technologies really can improve customer service? Ten Critical Technologies to Transform Customer Engagement ’. And with technological developments ranging from mobile connectivity to speech analytics, businesses have more opportunities to enhance this experience than ever before. Speech and text analytics.

Technology 120

Technology Customer Service Gamification Wireless 120

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. Support experience, overall experience, company culture, quality of product/service, are the major factors that decide how your brand makes the customer feel.

Technology 133

Technology Customer Experience Social Media Multi-Channel 133

CSM Magazine

APRIL 25, 2024

With the advent of digital technology and social media, customer expectations are higher than ever. Utilise surveys, focus groups, and social media analytics to gather insights into customer preferences and behaviours. Being open to adopting new technologies can enhance operational efficiency and improve the customer experience.

Social Media 52

Social Media Customer Journeys Multi-Channel Touchpoint 52

Totango

AUGUST 21, 2020

In our latest installment in the CXO Series , we sat down with Keith Strodtman, COO, Customer First and Shelby Czarnota, Vice President, Customer Success Business Solutions at SAP as we discussed SAP’s Transformation and Innovation in Customer Success and why they deployed Totango as their One Customer Success Platform. What data is used?

Innovation 115

Innovation Customer Success NPS Touchpoint 115

Magellan Solutions

JUNE 23, 2023

Innovation continues to be a critical factor in the evolving business landscape. Small and medium enterprises aiming to stay competitive face opportunities and problems from the fast-paced implementation of artificial intelligence across the workplace. Outsourcing AI has helped companies by allowing these technologies to automate tasks.

Competitive Advantage 98

Competitive Advantage Analytics Innovation System 98

ECXO

SEPTEMBER 6, 2023

Join us for an insightful event presented by the European Customer Experience Organization (ECXO) in collaboration with SAS , a leading global analytics software company – Empowering Better Outcomes. Embrace change to foster a culture of innovation, adaptability, and customer-focused solutions.

Customer Experience 76

Customer Experience Data Customer Centricity Culture 76

Magellan Solutions

APRIL 26, 2024

Outsourcing providers typically offer real-time access to comprehensive reports and analytics, allowing you to gain deeper insights into your company’s spending patterns, payment trends, and overall financial health. This information can be invaluable for making informed, strategic decisions that drive your business forward.

Financial 52

Financial Multi-Channel Culture Analytics 52

Optimove

FEBRUARY 6, 2024

As a result, iGaming CRM Marketing leaders emerge as early adopters, quick adapters, and pioneers, showcasing innovative marketing practices that transcend industries. While other industries are increasingly adopting these practices, the dynamic and competitive nature of iGaming has positioned it at the forefront of marketing innovation.

Marketing 52

Marketing CRM Innovation Analytics 52

Qualtrics

JULY 29, 2021

Today is an exciting day— Qualtrics has agreed to acquire Clarabridge , the industry leader in omnichannel conversational analytics. And part of achieving that goal is being able to complement our organic innovation with smart acquisitions. Combining our strengths will create the best of both worlds for our customers.

Omni-Channel 49

Omni-Channel Analytics Industry Innovation 49

ECXO

AUGUST 9, 2023

From a client perspective firm offering CX-related PS / consulting – in enterprise technology, telecoms, electronics, and beyond – are superficially similar. This means ensuring that your PS and consulting should be strictly aligned with your experience management approach – as part of your company culture. They’re a given.

Consulting 98

Consulting Competitive Advantage Culture Touchpoint 98

NobelBiz

FEBRUARY 27, 2024

Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies. Achieving these goals requires a special balance between the human touch and technological innovation. Curtail Operational Expenses : Cost-effectiveness is crucial.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

SurveySparrow

JUNE 28, 2023

Embrace data-driven decision-making: Leverage data analytics to gain actionable insights into customer behavior, preferences, and trends. Monitor key metrics such as customer satisfaction scores , Net Promoter Score (NPS), and customer journey analytics to identify areas of improvement.

Customer Experience 52

Customer Experience Customer Journeys Net Promoter Score Customer Centricity 52

CSM Magazine

OCTOBER 24, 2023

Since 2017, Calabrio has honoured nearly 70 companies for their dedication, innovation, and hard work in improving contact centre operations. Analytics Architect: Paychex The ‘Analytics Architect’ , using data to bring vision to life, was awarded to Paychex.

Connections 52

Connections Contact Center Analytics Innovation 52

Strativity

MARCH 7, 2023

This article was written by Josh Verseput, SVP, Analytics. ” There is a reason Microsoft is integrating this new technology across their product and service portfolio. .” ” There is a reason Microsoft is integrating this new technology across their product and service portfolio.

Brands 98

Brands Analytics Consumers Technology 98

Calabrio

JULY 25, 2019

Beyond the inherent value our technology delivers every day, forward-thinking contact center leaders prove time and again there are no limits on the dramatic business change that can be ignited when Calabrio ONE is used in new and innovative ways. The Engager deploys innovative, fresh strategies to engage and retain customers.

Contact Center 153

Contact Center Abandon Rate Innovation Government 153

Magellan Solutions

FEBRUARY 26, 2024

It provides more comprehensive call analytics. Agent Assist Feature AI technologies transform call center operations by empowering agents to become more effective problem solvers and deliver faster, more efficient, and personalized service. Call centers can analyze customer sentiment, tone, and personality with AI.

Call Center 52

Call Center Customer Service Contact Center Roadmap 52

Call Experts

OCTOBER 5, 2023

Technology and Infrastructure The technology and infrastructure of your chosen contact center can significantly impact your service delivery specifically uptime. Remember to consider the following technological aspects. Look for contact center solutions that offer advanced analytics and reporting capabilities.

Contact Center 105

Contact Center Call Center Guidelines Customer Satisfaction 105

West Monroe

MARCH 26, 2023

Build a high-performing digital culture The workplace has never looked more different—and companies today are tasked with both competing and innovating to stay ahead. Katie Fitzgerald Email With 500+ mergers and acquisitions under his belt, Jeff knows how to make culture a strategic engine for creating value.

Culture 52

Culture Healthcare Resources Innovation 52

Magellan Solutions

JUNE 19, 2023

Artificial intelligence is changing healthcare outsourcing by enhancing patient care processes, results, diagnostics, analytics, and resource allocation. Businesses are stepping into a new era of efficiency and innovation. Businesses may seize never-before-seen chances for expansion and innovation in a digital world.

Chatbots 105

Chatbots Healthcare Call Center Resources 105

Oracle

DECEMBER 11, 2019

As 2019 draws to a close and a new year and a new decade are nearly upon us, we’re looking back at the year’s biggest AI innovations. Here’s a closer look at key innovations in AI that made a splash in 2019 and set the stage for future innovation in 2020 and beyond. AI changes how we manage our money.

Innovation 52

Innovation Sports Financial Healthcare 52

West Monroe

MARCH 14, 2024

Our mission has always been clear: to help companies navigate these complexities and emerge stronger, leveraging technology and data to drive real financial gains and ROI. At West Monroe, which I co-founded 22 years ago, we've built our reputation on being able to translate technology into EBITDA for business stakeholders.

Data 40

Data ROI Banking Financial 40

Call Experts

APRIL 8, 2024

Technology and Infrastructure The technology and infrastructure of your chosen contact center can significantly impact your service delivery specifically uptime. Remember to consider the following technological aspects. Look for contact center solutions that offer advanced analytics and reporting capabilities.

Contact Center 52

Contact Center Call Center Guidelines Customer Satisfaction 52

Vonage

JANUARY 30, 2019

We are now beyond the bot conversation stage and are starting to appreciate that AI technologies such as Natural Language Understanding and Machine Learning will turbo boost everything from routing to recruitment. Technology-Enabled Innovation. DevOps is all the rage within technology tribes. AI is one of them.

Omni-Channel 228

Omni-Channel Self Service Innovation Technology 228

Talkdesk

JANUARY 16, 2018

Leveraging today’s innovative speech recognition technology and predictive analytics is the key to creating a customer-centric culture in the call center. Innovative technologies for enhancing caller interactions. What are your customers saying about your company or your competitors?

Analytics 40

Analytics Call Center Net Promoter Score Contact Center 40

Talkdesk

JANUARY 16, 2018

Leveraging today’s innovative speech recognition technology and predictive analytics is the key to creating a customer-centric culture in the call center. Innovative technologies for enhancing caller interactions. What are your customers saying about your company or your competitors?

Analytics 40

Analytics Call Center Net Promoter Score Contact Center 40