Clarivate

JANUARY 30, 2023

With technologies converging and industries overlapping, telecoms impact nearly every business today in some way. Whether your company is a SEP owner or implements technologies using SEPs, you need to be aware of the current technological and legal landscape around SEPs.

Telecommunications 52

Telecommunications Automotive Policies Healthcare 52

CSM Magazine

OCTOBER 12, 2023

Sabio Group, the global digital experience transformation services specialist, has partnered with customer engagement expert Martin Hill-Wilson to release the 2023 edition of its acclaimed CX Realities white paper series.

Groups 52

Groups Omni-Channel Customer Journeys Customer Engagement 52

Vonage

OCTOBER 2, 2017

Social media becoming too time consuming A major concern for many businesses is that they’ll spend most of their time “firefighting” – as in, a situation will get out of hand, the bad news will spread like wildfire and they’ll spend hours clearing up the mess. Five reasons to panic: 1. And more than that, they expect a brand to be active.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

Vonage

SEPTEMBER 8, 2017

Social media becoming too time consuming. In reality, around half of UK consumers offer feedback to businesses through social channels – 24% because it’s convenient and 16% believe it’s the most effective way of getting action from a business. Five reasons to panic: 1. And more than that, they expect a brand to be active.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

UJET

DECEMBER 2, 2020

In the past 50 years, the underlying technology powering voice self-service solutions has been transformed but, unfortunately, many of the uses of these solutions have not. With the right technology and use cases, companies will be able to fully automate the handling of a growing number of inquiries and transaction types.

Omni-Channel 72

Omni-Channel Contact Center Self Service Virtual Agent 72

InMoment XI

APRIL 26, 2022

Many audiences—like senior citizens or those without internet access—are far more likely to respond or far more comfortable with paper surveys than online surveys. Plus paper surveys are often easier to read for many since they’re printed in large fonts with black text on white paper.

Survey 260

Survey Customer Experience Fashion Groups 260

Integrate.ai

DECEMBER 16, 2019

trillion of business value by 2030 —but there’s a lot of work to be done first and adopting AI in a way that preserves customer privacy is critical if this new technology is to deliver on its promise. To seize the benefits of AI and make good on consumer trust, it’s critical to cross this trust gap. That’s why trust is so important.

Telecommunications 75

Telecommunications Industry Government Touchpoint 75

CloudCherry

JANUARY 22, 2020

A recent Forrester white paper entitled How to Transition Your Voice-Of-The-Customer Vendor explains that “failure is not always the vendor’s fault.” McKinsey & Company recommends obtaining “journey-centric feedback” from customers, supported by a backbone of technology investments. The Importance of VOC to CX.

How To 243

How To Social Media Analysis Feedback 243

Vonage

FEBRUARY 13, 2017

In NewVoiceMedia’s White Paper, Serial Switchers Strike Again , we discovered that 70% of consumers are more loyal to a company when they provide excellent customer service, and 40% spend more. To learn more about excelling in sales and service, take a look at our selection of insight-packed white papers.

Analytics 133

Analytics Customer Service Customer Satisfaction Software 133

Uniphore

JANUARY 21, 2022

What digital customers are seeing often isn’t pretty: complex processes, redundant steps and time-consuming resolution journeys. Advanced technology is making change possible. Consumer expectations today are higher than ever. This adds greater confidence and continuity in the healthcare consumer experience.

Healthcare 147

Healthcare Analytics Self Service Consumers 147

Think Customers

OCTOBER 4, 2021

Messaging takes the idea of web chat, simplifies it, and moves it to where consumers already spend their time – on their smart devices. Messaging is an excellent channel for real time consumer conversations on smart devices, which work best when it’s quick, authentic, and personal. Find the right mix of technology and humanity.

Chatbots 52

Chatbots Self Service Contact Center Omni-Channel 52

Integrity Solutions

APRIL 19, 2024

Even as technology becomes more integral and upfront in the process, people are still looking for that people-to-people experience. Additionally, McKinsey notes that more than three-fourths (76%) of consumers get frustrated when their buying experiences aren’t personalized. It’s a much different and higher expectation.

Sales 105

Sales Loyalty Communication Contact Center 105

UJET

DECEMBER 2, 2020

In the past 50 years, the underlying technology powering voice self-service solutions has been transformed but, unfortunately, many of the uses of these solutions have not. With the right technology and use cases, companies will be able to fully automate the handling of a growing number of inquiries and transaction types.

Omni-Channel 56

Omni-Channel Contact Center Self Service Virtual Agent 56

Think Customers

APRIL 12, 2022

Intelligent automation and robotic process automation (RPA) help free associates from simple, time-consuming tasks to focus on meaningful, high-tier, and often stressful customer requests. Customers aren’t impressed by technology alone; they are impressed by the quick and impactful help it provides. Deploy AI technologies meaningfully.

Self Service 52

Self Service Contact Center Customer Satisfaction Tools 52

Gravy Analytics

AUGUST 19, 2019

Anonymous mobile location signals, when cleansed, aggregated, and enriched, give marketers new insight into consumer behavior. Visitations provides verified consumer visits to commercial places of interest for the 250M+ mobile devices in our system. What are Visitations? How can I use Visitations?

Hotels 71

Hotels Travel ROI Consulting 71

West Monroe

APRIL 19, 2022

In 2008, someone (or a group of someones) published a white paper under the pseudonym Satoshi Nakamoto. In the document, Satoshi—whose true identity remains a mystery to this day— introduced Bitcoin to the world and explained the technology that allows people to own and transact with cryptocurrency: blockchain.

Company 52

Company Healthcare Innovation Industry 52

Uniphore

DECEMBER 20, 2021

Target the root cause of turnover in outsourced service centers with technology that empowers. Added to an agent’s toolbox, these solutions can improve performance, reduce time-consuming manual tasks and drive employee engagement and satisfaction. Technology can improve training and coaching.

Customer Service 130

Customer Service Contact Center Employee Engagement Training 130

TechSee

MARCH 19, 2018

Companies are increasingly turning to artificial intelligence (AI)-powered contact center solutions to meet consumers’ growing demand for better CX, reduce costs and alleviate pressure on agents. In customer service, it helps the computer see the problem, as a true virtual technician. Object recognition in a technical support model.

Call Center 84

Call Center Self Service Contact Center Analysis 84

Uniphore

DECEMBER 17, 2021

The more healthcare consumers become comfortable with digital channels, the higher their expectations are for the same level of convenience, selection, and service they receive in other areas of their lives. healthcare market must continue to transform how they interact with consumers if they want to succeed.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

Natalie Petouhof

AUGUST 15, 2022

“There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper. This is where “Systems of Listening,” and the technology to support them, come in.

Customer Experience 52

Customer Experience Self Service Contact Center Competitive Advantage 52

Quadient

SEPTEMBER 28, 2020

With all of the turmoil surrounding Covid-19 you might conclude that consumers would shy away from adding further uncertainty to their lives by switching providers. . On top of this, more than 81% of consumers are confident they could either switch providers if they wanted to, or have already done so and found the process simple.

Customer Experience Management 52

Customer Experience Management Omni-Channel Self Service Customer Experience 52

Customers That Stick

SEPTEMBER 18, 2014

Building a base of loyal customers can be one of the most effective ways to increase your profitability and optimize your customer acquisition costs, but what does it take to win the favor of Millennials (consumers who are currently between 18 to 34 years old)? Millennials were raised with technology, and they identify with it. (

Loyalty Programs 133

Loyalty Programs Loyalty Social Media Study 133

Eptica

FEBRUARY 28, 2018

Author: Pascal Gauvrit The rise of artificial intelligence is leading many experts to predict that the future of customer service will be driven by automation and technology , without the need for human agents to interact with consumers. Clearly, this doesn’t mean that automation and technology have no place in customer service.

Self Service 62

Self Service Customer Service Banking Chatbots 62

datastax

AUGUST 22, 2019

As Popeyes demonstrates, even brick-and-mortar companies need to have the correct technology to keep up with demand. . But what we do know is that consumers have high expectations—all the time—and that a business must have a flawless inventory management strategy to keep up. . We might not know what Popeyes’ full tech stack looks like.

Ecommerce 56

Ecommerce Omni-Channel Technology Retail 56

Uniphore

DECEMBER 17, 2021

More outsourced service providers are turning to technology to stay competitive in an increasingly digital world. At the top of the list for those planning or undergoing “digital transformation” is Conversational Automation.

Net Promoter Score 130

Net Promoter Score Contact Center NPS Customer Satisfaction 130

Team HGS

NOVEMBER 21, 2017

Earlier this year, HGS released a white paper on this year’s top 10 trends in customer service. Rapid strides in technology advancement have made Augmented Reality (AR) a part of our lives more than we believed a few years ago. In short, 3D hologram displays take consumers ‘into the experience of living the product’.

Trends 52

Trends Gamification Effort Score Customer Service Representative 52

datastax

JANUARY 2, 2019

In fact, according to a recent study , 80% of consumers are more likely to do business with companies that offer personalized experiences and 90% of them find personalization “appealing.”. As technology evolves and networks accelerate, more and more innovation is occurring in fields and industries that rely on geospatial data.

Trends 105

Trends Data Management Government 105

inmoment

JUNE 17, 2019

Brands are being inundated with talk about consumers’ increasing expectations when it comes to customer experience (CX). Research shows that 70% of consumers believe direct conversations are the best way for companies to capture consumer sentiment, contrasting with only 40% of brands. Dismissing the Human Factor.

Trends 53

Trends Customer Experience Comparison Loyalty 53

West Monroe

MARCH 27, 2017

As the banking consumer grows more loyal, they no longer use multiple banks for their various financial services needs. If you have read our white paper “ Becoming a Customer-Centric Bank ,” you are familiar with the four jigsaw puzzle pieces to become customer-centric: Sales Fundamentals.

Banking 40

Banking CRM Loyalty Customer Centricity 40

CSM Magazine

JUNE 4, 2020

Poor alignment between long-term brand needs, solutions and cost – pressures from regulators have led many organisations to make major business adjustments to compensate for pricing and consumer-led pressures. But what is the impact on consumers, businesses and their shareholders? 4t4consult.co.uk. About the Author. About 4t4 Consult.

Omni-Channel 52

Omni-Channel Consulting B2C Customer Relationship Management 52

Eptica

FEBRUARY 6, 2019

Reading through qualitative data, such as free text interaction was once a time-consuming, often manual process but now you can do it at scale using AI and text analytics. You might also be interested in these posts: The 4 barriers to meaningful consumer conversations. Why 2019 is all about trust for brands and consumers.

Automotive 73

Automotive Social Media Contact Center Banking 73

CSM Magazine

SEPTEMBER 28, 2015

This session will review how Meineke leverages Consumer Management technology to deliver personalized engagements and enhanced experiences focused on motivating desired customer behaviors. The 2015 Expo will also feature the release of white papers and case studies from several event sponsors.

Engagement 40

Engagement Customer Experience Case Study Loyalty 40

West Monroe

MAY 5, 2017

Another topic that we discussed was around M&A and how to navigate through the challenges associated with bringing organizations together, both from a technology and operations standpoint. Integration of new technology with legacy systems. How to create agility in financial services.

Banking 40

Banking Conference CRM Financial 40

Tricia Morris

OCTOBER 22, 2015

Notes analyst Esteban Kolsky in a recent white paper , sales benefits from employee self-service knowledge by being able to provide prospects with immediate information, whether that’s the latest sales or marketing promotion, new product information, or for existing customers, the status of a service request or upgrade.

Self Service 40

Self Service Employee Engagement Culture Knowledge Base 40

CSM Magazine

NOVEMBER 28, 2017

Technology is a powerful enabler and offers the solution to the complexity and time-consuming nature of real-time management. Companies which deploy the latest intraday automation technology can expect to enjoy the following four benefits: 1. It’s time to think again about real-time and intraday automation technology.

Training 40

Training Report Resources Leadership 40

Tricia Morris

AUGUST 11, 2015

But, according to leading consumer surveys, customer satisfaction ranks near the bottom of a cross-industry comparison. According to the American Customer Satisfaction Index (ACSI), a leading cross-industry consumer survey, citizen satisfaction with federal services overall is at an eight-year low , with satisfaction scores averaging 64.4

Government 40

Government Customer Service Self Service Customer Centricity 40

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. In digital support, accessibility means providing channels that are easy for your consumer base to access and use. Accessible.

Customer Experience 229

Customer Experience Omni-Channel Chatbots Social Media 229