Bold360

MAY 14, 2020

I came down from Mount Sinai, slammed my golden tablets of voice of customer data in hand in front of the people, and said…. A lot of organizations have essentially just renamed the customer service environment or the contact center into their customer experience center and have not changed anything. So I changed instead.

Contact Center 52

Contact Center Leadership Customer Journeys Customer Experience 52

Kustomer

SEPTEMBER 3, 2020

And what happens more often is that the chief– the experience leader is coming in and everybody gets territorial, or a lot of people get territorial, and they end up not getting to have control or meaningful responsibility across the end to end customer journey. And then you build up your voice of customer engine.

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52

RapportBoost

DECEMBER 10, 2018

RapportBoost uses artificial Intelligence to optimize chat conversations in order to drive dramatic and sustained improvements in conversion rate, order size, customer satisfaction, renewal rate, average handle time, first contact resolution rate, agent retention and happiness, and other critical contact center metrics.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40