CSM Magazine

OCTOBER 5, 2021

The findings were announced on the first day of the annual Calabrio Customer Connect (C3) conference. This year Calabrio’s annual conference, focused on The Connected Workforce, is being held as a virtual event, Oct. According to the study, one-third of agents report feeling acutely stressed multiple times per week.

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Report Study Conference Connections 52

Lithium

JULY 13, 2022

Without the ability to form deeper customer relationships from interactions across the digital space, your brand could fall short of its future customer experience goals. In 2018 during the Lithium and Spredfast merger, the idea of centralization was first envisioned to change the way brands and customers interact.

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Conference Self Service Social Media Contact Center 52

Kayako

MARCH 21, 2017

Every interaction we have with our customer influences whether or not they will return. This is why I connected with some fellow support leaders, Andrea Saez , Head of Customer Success at ProdPad , Eva Casado de Amezua , Director of Customer Support at Typeform , and Shaun Van Weelden , Success Engineer at Engagio. Damon Richards.

Interaction 211

Interaction How To Self Service Customers 211

Think Customers

MARCH 21, 2023

The power of connectivity was on brilliant display this month in Salt Lake City, where approximately 10,000 customer experience professionals gathered to soak up inspiration and new ideas to deploy upon returning home. We have to solve that because people want to be connected. We connect people,” he added. And that’s what we do.

Report 52

Report Airlines Healthcare Transportation 52

GetFeedback

FEBRUARY 12, 2019

This feature helps companies connect with modern customers on their favorite channel and collect even more customer experience data, giving them the insights they need to deliver great experiences and boost loyalty. In today’s world, customers are on the go and hyper-connected through their mobile devices. So how does it work?

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Omni-Channel Transportation Comparison Survey 236

Bold360

JANUARY 29, 2020

So with an eye on the future, the CXNext crew sat down with Jon Stine, Lead at the Open Voice Network, to discuss key insights from the conferences and also what to expect with voice AI, his specialty. With so many new and connected devices, we as consumers are now living our lives through devices. Here are our five big takeaways: 1.

Conference 52

Conference Omni-Channel Retail Employee Engagement 52

GetFeedback

SEPTEMBER 18, 2019

A while back, my teammates and I spent hours in a conference room mulling over the concept of effortless experience. The book states that 20% of customers who reported being satisfied also reported they intended to leave the company. . 3: Customer service interactions drive more disloyalty than loyalty, in general.

Loyalty 257

Loyalty Customer Experience Touchpoint Metrics 257

CX Accelerator

NOVEMBER 11, 2022

One of the most important things a good journey map can do is connect the employees of an organization to the customer. It helps everyone, even those who are not in a direct customer-facing role, to know their impact on the overall customer journey and connects critical dots. Back To CX Accelerator Blog

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Totango

MAY 17, 2023

Last week at the TSIA World: Interact conference in Orlando, I spent time talking with several sales and CS leaders about the opportunity we have to lean into our C-suite partnerships and take the reins on defining the next generation of growth for our organizations. To me, this felt like a real disconnect.

Sales 108

Sales Marketing Sports Customer Journeys 108

Retently

MARCH 11, 2024

Benefits of Deploying Post-Event Surveys Imagine your latest event – a conference, or a virtual seminar – has just ended. Gathering feedback on these initial interactions can help streamline your processes, making a positive first impression on future attendees. Was the registration process smooth and user-friendly?

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Survey Analysis Feedback Effort Score 127

Zonka Feedback

NOVEMBER 29, 2021

Online virtual meetings and web conferences are on the rise. In the time of the pandemic, popular web conferencing tools enabled millions of users to work remotely from their homes and connect with their teams virtually through an online platform. In the month of April 2020 alone, Webex by Cisco reported 25 million meeting minutes.

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Survey Meeting Feedback Conference 98

Gainsight

APRIL 26, 2023

Oh, how far we’ve come—as a company, an industry, and an unstoppable community that we’ve forged around our annual Pulse Conference. According to our recent SaaS Market Report , 85% of SaaS leaders are maintaining or increasing CS budget as a result of the downturn. Well, sorta.

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Industry Conference Fashion Customer Success 52

NobelBiz

FEBRUARY 23, 2023

Employees of a firm may interact from anywhere and at any time using a basic internet connection and a linked device, thanks to the proliferation and democratization of linked tools (smartphone, tablet or computer). A brief history UCaaS originated in the early 2010s as a result of the advancement of cloud computing technology.

Contact Center 52

Contact Center Multi-Channel Omni-Channel Conference 52

Totango

MAY 15, 2024

This bold statement, shared during a keynote at the recent Technology Services Industry Association (TSIA) World INTERACT conference in Orlando, set the stage for a series of thought-provoking discussions and insights from industry leaders. “AI may not replace me, but AI will definitely change the way I work.”

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Interaction Customer Success Conference Industry 95

delighted

APRIL 19, 2023

QR code surveys, available with our Link survey distribution method , extend those same benefits to feedback collection during real-world physical interactions. For example, you can post QR code surveys on banners at in-person conferences to gather insights on how the audience connected with the sessions (more on this below).

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Survey Feedback Net Promoter Score How To 88

ijgolding

OCTOBER 3, 2016

Where should the CX function report into. Customer journey maps of all shapes and sizes are adorning many a conference room wall. We all know what it is like to connect pieces of a jigsaw together. These questions include the following examples: Should I measure NPS or CSat? How many customer segments should we have?

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Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

BirdEye

JUNE 14, 2023

When and how to interact or share information externally will impact your ability to make them feel valued and happy. Customers should feel they're building a connection with the brand and that the business values them. They should also underlie your marketing campaigns, customer interactions, and even the company culture.

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Communication Social Media Video Meeting 98

Experience Investigators by 360Connext

MAY 5, 2020

Instead of just checking in with employees for an annual survey, progressive leaders are using tools and techniques to help attract, retain, and develop the employees who are most capable and willing to live their mission: The Four P’s, via the 2020 LinkedIn Global Talent Trends Report. Employee journey mapping. Empathy maps.

Employee Experience 143

Employee Experience Customer Journeys How To Tips 143

Calabrio

JULY 25, 2019

We announced the second round of award winners at last year’s annual Calabrio Customer Conference (C3), and what an impressive, interesting group that was! 2018 “Integrator” Rackspace connected disparate ticketing systems via Calabrio ONE’s cloud platform, making any needed system adjustments easy to identify and implement.

Contact Center 153

Contact Center Abandon Rate Innovation Government 153

West Monroe

JULY 24, 2023

But when you go into work, you’re using a spreadsheet that may not even be connected to the cloud – hence, digital whiplash Allie K. For instance, as economists we spend a lot of time researching and writing reports. In this case, it would be helpful to get AI to come up with an outline or direction of where I want to take the report.

B2C 98

B2C Innovation Healthcare Industry 98

Beyond Philosophy

MAY 15, 2023

People cut back on what they perceive as the ‘nice to haves’ like training and conferences, and many businesses would include Improvement in their customer experience on this list. By automating processes and leveraging AI-driven tools, organizations can streamline customer interactions, reduce expenses, and enhance overall efficiency.

Customer Experience 78

Customer Experience Self Service Innovation Conference 78

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. At the core of their reporting is a team with a passion for all things customer management, with a focus on Customer Contact and Design & Innovation.

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Customer Service Contact Center Chief Customer Officer Call Center 251

CSM Magazine

NOVEMBER 9, 2021

While video chat has helped many businesses stay connected, there’s a new ailment that’s sweeping online workers. The term Zoom fatigue was adopted in 2020 by Eric Yuan, founder of Zoom, who said he suffered from exhaustion after partaking in too many video conferences while working from home. Well, you’re not alone.

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Conference Video Study Meeting 52

BirdEye

NOVEMBER 10, 2023

It was a one-of-a-kind digital user conference that welcomed 50 thought-leaders from leading companies, including Microsoft and Google, and customer experience strategist and author Jay Baer. A remarkable transformation in how they communicate and connect with their patients. Birdeye Webchat helps accelerate connections.

Communication 57

Communication Chatbots Conference Customers 57

Gainsight

MAY 23, 2023

At its tenth annual Pulse conference last week, Customer Success (CS) platform Gainsight unveiled a new product designed to digitally connect the various fragments of customer experience, oriented around CS and supported by a new company-wide licensing option. He explains: “We don’t want to give up on Customer Success.

Customer Success 59

Customer Success Strategy Chief Customer Officer Conference 59

Call Experts

FEBRUARY 19, 2020

Improving this experience is about developing an emotional connection to create a brand perception of your company. After interacting with the business, customers with a positive experience form a positive image of your brand. Your customer must enjoy interacting with your team. Summer HR Conferences. Customer Perception.

Self Service 80

Self Service Customer Experience Customer Journeys Contact Center 80

CSM Magazine

MARCH 12, 2021

According to NICE inContact , companies that have ‘digitally transformed’ even report higher customer satisfaction. 1: Trello for Interactive Project Management. Trello works with most document formats and other add-ons like InVision Freehand, used for interactive planning and presentation design. #2: Enhanced performance.

Tools 52

Tools Multi-Channel Conference Video 52

CSM Magazine

MAY 25, 2023

By leveraging existing CRM features, CTI provides a single interface to automate customer interactions and customer service processes in real-time. Additionally, agents can use CTI to control telephony functions right from their own computers, making it easier to complete important tasks like muting, transferring, or conference calling.

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CRM Management First Call Resolution Customer Satisfaction 52

CSM Magazine

OCTOBER 27, 2020

Calabrio , the customer experience intelligence company, unveils the new Calabrio ONE workforce engagement management (WEM) suite at its first-ever virtual Calabrio Customer Connect (C3) conference, October 27-28, 2020. About Calabrio Customer Connect: October 27-28, 2020. 2020 has, of course, spawned many changes. “It’s

Customer Engagement 52

Customer Engagement Engagement Self Service Conference 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. Complete this short survey.

Customer Experience 103

Customer Experience Consulting Conference Groups 103

Oracle

JANUARY 12, 2021

In a recent research report , 90% of sellers reported that they’ve taken sales calls in unusual places. However, Gen Z sellers have a lot to teach us about the mindset required to connect with today’s digital buyers. For more insights, download the Getting Past the Breaking Point of Yesterday’s CRM report.

Sales 52

Sales Conference Video CRM 52

Beyond Philosophy

APRIL 24, 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. Guess what? We got a suggestion from a listener—and we took it.

Customer Experience 88

Customer Experience How To Consulting Conference 88

Oracle

JANUARY 17, 2019

CX is a connected, holistic approach to engaging consumers and meeting — or better yet, exceeding — the conscious or unconscious expectations they develop about your brand. “Customer experience is the sum of all interactions with customers across every touchpoint. Can your organization do the same?”

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Customer Experience Sports Touchpoint Hotels 111

Interactions

MARCH 28, 2019

Recently, I attended two highly informative conferences which looked at AI technologies and their impact on customer engagement – the Conversational Interaction Conference hosted by AVIOS in San Jose and Enterprise Connect conference in Florida. 1 in 4 contact centers could be fully automated in 5 years.

Customer Engagement 63

Customer Engagement Self Service Engagement Contact Center 63

Beyond Philosophy

MAY 7, 2022

Their Verint on the Engagement Capacity Gap report is essential reading for experience professionals today. Click here to register for Verint’s annual engagement conference in Orlando from June 13 to June 16. Verint is an expert in the Voice of Customer and have been for over 25 years. Verint sponsors this episode.

Customer Insights 78

Customer Insights Voice of Customer Insurance Contact Center 78

TechSee

MARCH 10, 2021

We are living in a ‘remote first’ world where visual engagement has become a critical piece in our current day-to-day interactions. Zoom classrooms, livestream weddings, and GoToMeeting staff conferences have become part and parcel of our everyday lives. Visuals lower effort and add convenience to interactions.

Self Service 109

Self Service Customer Service Video Engagement 109

Call Experts

DECEMBER 18, 2019

Automated phone lines are a powerful resource for interactions with your customers. AI-powered solutions offer cost savings, call efficiency, and real-time reporting. According to The State of IVRs in 2018 webinar, 83% of users would avoid a company after a poor experience with an interactive voice response. Free your Phone!

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Tips Self Service Contact Center Call Center 81