InMoment XI

MARCH 14, 2023

In the conversation, she offered insight into how B2B brands can create transparency, combat supply chain challenges, redefine “customer loyalty,” and drive trust for customers who face an increasingly complex supply chain in one of the most volatile market cycles in recent history. Peggy: Absolutely, 100% I do—a global hub!

Voice of Customer 260

Voice of Customer B2B Customer Experience Culture 260

Team Support

MARCH 18, 2024

These chatbots mimic human conversations, understanding complex requests, and providing quick resolutions. Customer Hub The Customer Support hub serves as a centralized place for all support information and product knowledge. Community Within the Customer Support Hub, there is a feature called Community.

Self Service 52

Self Service Software Knowledge Base Chatbots 52

eGain Blogs

OCTOBER 19, 2021

In eGain 21, we’ve organized our customer engagement solution into three logical hubs: Conversation Hub to connect , Knowledge Hub to better solve , and. Analytics Hub to better optimize customer engagement. Each hub is packed with new capabilities, leveraging common services to deliver a modern user experience.

Self Service 52

Self Service Contact Center Analytics Call Center 52

TechSee

FEBRUARY 19, 2024

Furthermore, when chatbots cannot address the customer’s needs, they must be able to transition the conversation to a human agent. Natural and Intuitive Interaction Multi-sensory AI allows customers to engage naturally, mimicking human conversation. Those are some complex concepts, so let’s break them down.

Virtual Agent 124

Virtual Agent Chatbots Training Interaction 124

Team Support

AUGUST 19, 2022

With that goal in mind, we are excited to announce the release of our new Messaging and Live Chat Hub SDK. What is Hub SDK Messaging and Live Chat? The Hub SDK (Software Development Kit) provides a way for developers to build and integrate fully custom solutions into the Messaging Hub experience. How do I get started?

Knowledge Base 98

Knowledge Base Customer Satisfaction Data Analysis 98

Lithium

APRIL 5, 2022

Chat more, sell more: How conversations unlock revenue In this on-demand webinar, you’ll see how brands can do more than just support with their chat offerings. Community Analytics: Group Hub Name Filter We have added a filter for Group Hub Name. Chat more, sell more: How conversations unlock revenue. Available On-demand.

Return on Investment 97

Return on Investment e-support Groups Contact Center 97

Team Support

MARCH 18, 2024

These chatbots mimic human conversations, understanding complex requests, and providing quick resolutions. Customer Hub The Customer Support hub serves as a centralized place for all support information and product knowledge. Community Within the Customer Support Hub, there is a feature called Community.

Self Service 40

Self Service Software Knowledge Base Chatbots 40

eGain Blogs

FEBRUARY 13, 2024

A modern KM system implemented as a hub—like the eGain Knowledge Hub —helps safely operationalize gen AI by offering: Trusted content: KM can ensure that correct data and content are used to feed and train gen AI. The hub orchestrates these capabilities to deliver effective journeys to agents, business, and customers.

Customer Service 40

Customer Service Knowledge Base Government Consumers 40

AWS Machine Learning

APRIL 18, 2024

It’s the AI-powered platform for work that connects people, conversations, apps, and systems together in one place. They can catch up on channels and threads in one click with conversation summaries. This post is co-authored by Jackie Rocca, VP of Product, AI at Slack Slack is where work happens.

Multi-Channel 96

Multi-Channel Sports Strategy Data 96

AWS Machine Learning

MAY 16, 2023

GPT-NeoXT-Chat-Base-20B is an open-source model to build conversational bots. JumpStart is the machine learning (ML) hub of Amazon SageMaker that provides access to foundation models in addition to built-in algorithms and end-to-end solution templates to help you quickly get started with ML.

Chatbots 86

Chatbots Training Interaction Analysis 86

ChurnZero

APRIL 18, 2024

3: Product engagement Analog / High-touch: Evaluate goals with the customer multiple times (beyond implementation and before renewal) to drive conversation and outcomes. If you’re launching a new support hub or online customer community, prep your customers ahead of time that you plan to “switch off” from traditional modes of contact.

Interaction 52

Interaction Customer Engagement Engagement Customer Journeys 52

Optimove

SEPTEMBER 25, 2023

By understanding consumer actions both within and beyond physical stores and harnessing the capabilities of Customer Data Platforms (CDPs) seamlessly integrated with a multichannel marketing hub (MMH), brands can orchestrate journeys that resonate deeply with individuals.

Marketing 52

Marketing Touchpoint Loyalty Social Media 52

2020 Research

SEPTEMBER 19, 2023

As the Eye on Innovation series continues, keep coming back to Sago’s Innovation Hub for captivating conversations and insightful content. You’ll also discover the many avenues where AI can enhance market research, such as efficiently identifying the right respondents and tailoring research methodologies to individual participants.

Innovation 69

Innovation Culture Industry Technology 69

eGain Blogs

MARCH 7, 2023

The 2023 MQ report for Conversational AI Platforms (CAIP) was just published. This is a great first validation step for eGain, the KM leader, in the enterprise conversational AI space. After all, what good are conversations and guidance to a destination, if the destination is erroneous knowledge or nothing?

Contact Center 52

Contact Center CRM Report Leadership 52

eGain Blogs

APRIL 10, 2023

But without accurate knowledge that is consolidated in a unified hub and optimized with analytics, self-service will do nothing but trigger rage by the time the customer gets to a human contact center agent. Reasoning enables a conversational approach and helps solve more complex customer issues with self-service.

Self Service 52

Self Service Management Contact Center Average Handle Time 52

Alida

OCTOBER 18, 2017

Create a hub for your insights. To showcase how to do this, Brenner and Fanning gave a sneak peek of Member Hubs, one of the innovations we unveiled at Summit. Members Hubs are social spaces that make sharing and engaging with members and stakeholders as simple as posting to Facebook. Continue to drive engagement.

How To 113

How To Customer relationships ROI Innovation 113

eGain Blogs

JANUARY 25, 2023

Leading organizations are already leveraging the hub, transforming the experiences of customers and employees such as: Leading telco improved First-Contact Resolution (FCR) by 37%, while reducing training time by 50% across 10,000+ agents and 600 retail stores.

Training 52

Training Contact Center Insurance Retail 52

eGain Blogs

OCTOBER 29, 2021

The Secret Ingredient in Digital Transformation of Customer Engagement: Knowledge Hub. Knowledge hubs that deliver enthusiastic user adoption by leveraging modular architecture, AI, analytics and user-centric design on an open, secure platform. So how will our organizations reset following the pandemic? What are the priorities?”.

Connections 93

Connections Conference Innovation Customer Engagement 93

Optimove

AUGUST 31, 2023

The top automation technologies that marketers plan to implement in the next year include marketing analytics/multitouch attribution, mobile marketing platform, multichannel marketing hub, and website personalization. Improved Conversion: Boost conversion rates by providing relevant and timely interactions guided by AI insights.

Data 52

Data Marketing Multi-Channel B2C 52

CSM Magazine

JULY 21, 2023

They are finding invaluable insights not in traditional market research, but in their contact centres, the bustling hubs of customer and colleague conversations. The evolution of contact centres into customer insight hubs represents a significant opportunity for enterprises.

Customer Insights 52

Customer Insights Social Media Groups Chatbots 52

ShepHyken

JUNE 11, 2023

Not all of the reasons shared in this article will resonate with you unless you run a salon, but I want you to use it as a conversation starter with your team. If nothing else, these are an excellent primer for a good conversation about keeping your best employees. Some companies consider a CX initiative as a short-term plan.

Customer Service 62

Customer Service B2B B2C Retail 62

Kustomer

JULY 12, 2022

Without CRM to act as the data hub, customer service agents don’t have the essential context and history to provide optimal customer experience that doesn’t frustrate the customer by making them repeat themselves in different platforms to different representatives. What Is Omnichannel Customer Support? Balancing AI and Human Support.

Omni-Channel 98

Omni-Channel CRM Culture Training 98

Lithium

MARCH 5, 2024

Apple Business Manager rich links : When agents send URLs through Apple Business Manager conversations, those URLs are now sent as rich links so that customers can preview the content before opening links. See what new capabilities are available now. You Found it! We Fixed it! : This issue is now fixed. and later.

Social Media 52

Social Media Self Service Roadmap Insurance 52

Kustomer

JANUARY 7, 2024

This means having a system in place that records contact information, conversation histories, and other relevant customer data. Advanced features of Kustomer include: Merging conversations through a Unified Customer View across various platforms, equipping support agents with a full history of customer interactions.

Omni-Channel 97

Omni-Channel Self Service e-support Knowledge Base 97

Natalie Petouhof

JUNE 27, 2022

Original Article published on Lit Hub. Hosted by Andrew Keen, Keen On features conversations with some of the world’s leading thinkers and writers about the economic, political, and technological issues being discussed in the news, right now. Dr. Natalie Petouhoff in Conversation with Andrew Keen appeared first on Dr Natalie News.

Technology 52

Technology ROI Consulting Video 52

CSM Magazine

AUGUST 31, 2023

You can: Analyze users by anonymized identifiers Track user interactions across sessions Discover patterns that lead to conversions or drop-offs 5. Employ The Analysis Hub For Custom Reporting With the Analysis Hub, you have the ability to create custom reports and explore data with a tailored approach.

Analytics 52

Analytics Analysis Metrics Report 52

Optimove

MARCH 9, 2023

Welcome to the first part of this two-part mini-series, where we discuss all the beautiful things a Multichannel Marketing Hub (MMH) can do for your business. A multichannel marketing strategy allows businesses to reach their target audience through multiple channels, increasing the chances of engagement and conversion.

Marketing 52

Marketing Social Media Telecommunications ROI 52

Natalie Petouhof

AUGUST 31, 2022

Original Article on Literary Hub. Hosted by Andrew Keen, Keen On features conversations with some of the world’s leading thinkers and writers about the economic, political, and technological issues being discussed in the news, right now.

Technology 52

Technology ROI Consulting Video 52

Lithium

DECEMBER 21, 2020

The information didn’t stop there, the conversation continues for Khoros customers in our Group Hub for Crisis Management Tools ! Group hubs are proving to be a powerful tool to drive engagement. StanGromer and @ Wendy_S shared their great hub ideas with @ mdfw. Atlas Discussions.

Contact Center 52

Contact Center Tips Groups Analytics 52

Gainsight

DECEMBER 21, 2022

Digital Hub. Digital hubs” will bring the experience together and facilitate easier collaboration with clients. Join the conversation on LinkedIn. Digital CS will often become part of the broader CS strategy and Ops function. CS Ops teams will continue pruning CS activities and wasted effort— CSMs can’t be a catch-all.

Customer Success 52

Customer Success Self Service Customers Training 52

Optimove

DECEMBER 25, 2023

It involves mapping the entire customer journey, from initial awareness to conversion and beyond, and skillfully coordinating the delivery of pertinent messages and interactions at optimal moments. This not only boosts engagement but also drives conversions. Download Now >> Why Is Customer Journey Orchestration Important?

Customer Journeys 59

Customer Journeys Customer Experience Touchpoint Effort Score 59

Lithium

DECEMBER 21, 2020

As part of Phase 2 of our Atlas restructure project, the team has made some changes to the external category Atlas Hub , to better organize the different areas in that category. Join the conversation about Vidyard or let us know your preferred video host. So just how many conversations can a care agent have ? Job Board Alert !

Video 52

Video Tips Groups Engagement 52

Lithium

APRIL 15, 2020

The information didn’t stop there, the conversation continues for Khoros customers in our Group Hub for Crisis Management Tools ! Group hubs are proving to be a powerful tool to drive engagement. StanGromer and @ Wendy_S shared their great hub ideas with @ mdfw. Atlas Discussions.

Contact Center 52

Contact Center Tips Groups Analytics 52

ChurnZero

MAY 25, 2023

Conversely, if the CS team believes Active, Inc. Our Renewal and Forecast Hub takes the legwork out of forecasts, eliminates those spreadsheets that are painful to sort through, and provides CS teams with an automated dashboard that’s always up to date. Example: Active, Inc. If the CS team believes Active, Inc. Degrees of confidence.

Customer Success 97

Customer Success Metrics Software Customers 97

Lithium

AUGUST 11, 2020

As part of Phase 2 of our Atlas restructure project, the team has made some changes to the external category Atlas Hub , to better organize the different areas in that category. Join the conversation about Vidyard or let us know your preferred video host. So just how many conversations can a care agent have ? Job Board Alert !

Video 52

Video Tips Groups Engagement 52

Customer Bliss

MAY 11, 2017

There need to be open conversations about bonuses and compensation internally. This is a super hard conversation because oftentimes, people derive a good deal of self-worth/pride from work. These conversations require a mix of IQ and EQ. It’s about being respectful and engaging. Jim Pendergast of the AARP and I discussed this.

Examples 131

Examples Customer Experience Airlines Exercises 131