CSM Magazine

FEBRUARY 20, 2024

This shift in expectations is prompting sports betting platforms to innovate, ensuring they not only meet but exceed these evolving customer service standards. By leveraging historical data and machine learning algorithms, betting platforms can offer highly tailored betting recommendations and anticipate customer needs before they arise.

Sports 52

Sports Innovation Technology Customer Service 52

Currency Alliance

JUNE 21, 2018

That’s been my feeling as I mull over this year’s Loyalty Magazine Awards, where Currency Alliance was proud to be Prime Sponsor. Technological Innovation. A pervasive trend of this year’s Loyalty Magazine Awards was the deployment of niche suppliers to deliver refreshing, remarkable customer experiences. Not anymore.

Loyalty 45

Loyalty Multi-Channel Gamification Loyalty Programs 45

CSM Magazine

MARCH 5, 2024

With a proven track record of driving continuous innovation and fast-paced growth, Mike brings both extensive experience and strategic vision to his new role. Drawing data from any legacy or live vendor platform, this results in organisations being able to effectively capture, analyse, risk manage and generate more value from their data.

System 52

System Innovation Banking Communication 52

CSM Magazine

MAY 13, 2024

Coaching that focuses on empowering agents with decision-making skills and problem-solving strategies can lead to more innovative and effective solutions that align with SLA standards. About the Author Ian Miller is Editor of Customer Service Manager Magazine – the leading resource and community for customer service professionals.

Connections 52

Connections Culture Training Metrics 52

CSM Magazine

JUNE 22, 2023

Calabrio , the workforce performance company, is proud to announce it has been awarded Workforce Innovation of the Year at the 2023 Customer Contact Week (CCW) Excellence Awards. Calabrio is honoured to be recognised for empowering frontline staff, unravelling complexity, and driving impact through customer experience.

Innovation 52

Innovation Customer Centricity Analytics Customers 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. Delivering innovation and growth. 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

CSM Magazine

MAY 10, 2024

Initiatives focusing on mapping customer journeys , embracing agility in service improvement, and employing data-driven insights are vital for a holistic customer experience framework. It harnesses customer data and behavior patterns to foresee individual customer needs and preferences.

Financial 52

Financial Customer Expectations Strategy Banking 52

Gainsight

JANUARY 27, 2023

If this sounds like your team, then it’s time to get innovative with how you measure and leverage adoption data. You Can’t Improve What You Don’t Measure In the age of data abundance and constant data collection, not having access to the right data is still tragically common. Talk to your CSMs.

Customer Success 52

Customer Success Data Effort Score Multi-Channel 52

Alliance by IFS

NOVEMBER 14, 2017

Astea Recognized for Delivering Innovative Cloud Technology and Empowering Service Organizations to Embrace New Business Models . Today we are proud to announce that Astea has been named one of the 10 Fastest Growing SaaS Solution Providers for 2017 by The Silicon Review Magazine.

Innovation 50

Innovation Technology Software Leadership 50

NICE inContact

FEBRUARY 23, 2016

We are thrilled to announce that Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year. Each year Customer Magazine identifies outstanding achievements within the call center/CRM industry and awards the most innovative customer experience technology solutions.

Net Promoter Score 120

Net Promoter Score Multi-Channel Contact Center Customer Experience 120

CSM Magazine

JULY 10, 2023

Hosted by a distinguished quartet of Stuart Dorman, Sabio’s Chief Innovation Officer; Rob Scutchings, Sabio’s Chief Technology Officer; Mike Odekerken, Contact Centre Sales Manager for DACH, UK&I and Nordics at Twilio andJason Flynn, Director EMEA Partners at Twilio, the event was far from your standard corporate meet-and-greet.

Innovation 52

Innovation Groups Travel Technology 52

CSM Magazine

MAY 23, 2023

Calabrio , the workforce performance company, today announced the appointment of Joel Martins as Chief Technology Officer (CTO), spearheading Calabrio ONE’s true-cloud Artificial Intelligence (AI)I solutions and customer-centric innovation. “Joel is a force to have on board.

Innovation 52

Innovation Contact Center Customer Centricity Leadership 52

CSM Magazine

JANUARY 17, 2024

The Influence of Hyperscalers Will Persist Hyperscale cloud providers will continue to be a significant force in the contact centre industry, particularly in the realm of data. In 2024, there will be a continued focus on structuring and extracting valuable insights from the ever-expanding pool of unstructured data.

Industry 52

Industry Data Trends Exceptional Customer Service 52

CSM Magazine

JANUARY 2, 2024

These VIP patrons demand a personalized and seamless experience, and casinos can meet these expectations by leveraging data analytics. Harnessing the power of data gives casinos valuable insights into customer preferences, behaviors, and trends. It enables them to tailor their services to individual high rollers.

Omni-Channel 52

Omni-Channel Analytics Data Customer Service 52

CSM Magazine

JUNE 8, 2023

In this article we’ll explore ways in which AI can be used to enhance customer service and how call center agents can benefit from this innovative technology. Predictive analytics is a method that uses data, statistical algorithms, and machine learning to predict future outcomes based on current data.

Technology 52

Technology Customer Service Call Center Chatbots 52

BirdEye

NOVEMBER 21, 2023

This constant pursuit of innovation demands staying ahead of trends, adapting to evolving technologies, and ensuring the business is profitable. And this happens when you showcase your brilliance with an innovative online portfolio. How can interior designing businesses implement this visual storytelling? Use high-quality images.

Marketing 109

Marketing Social Media Advertising Tips 109

TechSee

OCTOBER 23, 2018

For organizations to succeed in creating a truly personalized CX, innovative approaches must be implemented that resonate deeply with customers so that they feel valued and appreciated. AI has the power to achieve mass personalization by harnessing huge amounts of data from multiple data sources and uncovering patterns in customer behavior.

Tools 157

Tools Customer Service Chatbots How To 157

CSM Magazine

MARCH 2, 2022

In this exclusive report, Reuters Events spoke with 15 customer service & experience leaders from top US brands who are striving to transform their strategies in innovative ways, so you can benchmark yourself against them. How important a role does data play in providing world-class customer service & experience?

Report 52

Report Customer Experience Customer Centricity Customer Expectations 52

Gainsight

JANUARY 18, 2021

As Nick explained in a recent conversation with Lee Weiner , Chief Innovation Officer at Rapid7, there was no direct path to the top early in all their careers. Early in 2020, Lee Weiner became the Chief Innovations Officer at Rapid 7, a leading global technology and security services company based in Boston, Massachusetts.

Innovation 52

Innovation Leadership Customer Centricity Sales 52

CSM Magazine

MAY 26, 2023

In the current dynamic business landscape, managing data effectively has become a crucial aspect of streamlining operations. With the rapid expansion of information, organizations that leverage efficient data management strategies can quickly turn mountains of data into key insights that drive decision-making and propel growth.

Data 52

Data Management Roadmap Government 52

CSM Magazine

JULY 20, 2022

Blockchain is touted as permanent, tamper-proof and transparent, definite winners for those who want to protect their data. Well, instead of being stored in tables like in a regular database, blockchain stores data in blocks. This means the data and the timeline of creation are currently unable to be tampered with by any known means.

Technology 59

Technology Innovation Wireless Government 59

customer sure

JANUARY 10, 2024

Establish a robust feedback programme, respond promptly to customer feedback, and use the information gathered to make data-driven decisions for enhancing customer experience. This is an interesting, much-debated topic that our CEO, Guy Letts, shared his views on with 360 Magazine recently. Psst… we can help with that!)

Customer Experience 62

Customer Experience Net Promoter Score Social Media Omni-Channel 62

CX Accelerator

APRIL 23, 2019

With these innovations, I am starting to see my desire come to pass. That type of innovation could help us in the CX industry as we engage and help customers who enjoy our products every day. Overall, it took us about six months to set up the project and another six months to have enough credible data to test our hypothesis.

Customer Satisfaction 140

Customer Satisfaction Innovation Travel Trends 140

CSM Magazine

MAY 15, 2024

By sifting carefully through varied customer responses, it stays on point, no matter how big the data mountain grows. But the innovation doesn’t end there – GPT-4o can analyze voice tones and facial expressions. For CX professionals searching insights far and wide – here comes your hidden advantage!

Customer Experience 52

Customer Experience Engagement Innovation Customers 52

Experience Investigators by 360Connext

JANUARY 21, 2015

Understanding the customer journey end-to-end helps brands innovate around the experience. For example, in the waiting area before boarding the plane in Heathrow Airport, there is a magazine and newspaper rack well-stocked with complimentary publications for passengers. I’ll miss my pre-boarding magazines!).

Customer Journeys 110

Customer Journeys Airlines Travel Social Media 110

CSM Magazine

MAY 16, 2024

Not only do we hold the keys to business success through data and all the conversations had with customers, but we work in the most friendly, warm and welcoming sector in the form of the contact centre/customer service industry. Tap into your data. The best operations use data to continuously learn and optimise the customer experience.

Customer Service 52

Customer Service Banking Consulting Groups 52

CSM Magazine

MAY 15, 2024

The new offerings will provide various digital channels and AI solutions integrated with Avaya’s contact center solutions, and Unified Insights Capabilities, enabling enterprises to extract valuable customer data from all channels for improved processes and strategy.

Omni-Channel 52

Omni-Channel Contact Center Analytics ROI 52

CSM Magazine

JULY 29, 2021

It is the main innovation behind the engine that performs functions such as task prediction and dialog control. Addepto is one of the top data science and AI consulting companies operating in over 12 countries. They typically help businesses make bolder decisions through internet data and AI.

Social Media 98

Social Media Financial Consulting Analytics 98

CSM Magazine

SEPTEMBER 29, 2022

Infinity’s call data shows that there was a week-on-week increase of 50.1% This data can be applied not only to improve customer service, but to also improve the overall experience of interacting with a brand by discovering what customers want, and when they want it.

Data 52

Data Average Handle Time Telecommunications Automotive 52

Oracle

FEBRUARY 22, 2021

In celebration of Black History Month, we’re highlighting some of the leading Black innovators shaping the technology world and taking us in bold new directions. Arlan Hamilton is creating innovative funding vehicles to help bring equality to venture capital. Dr. Aprille Ericsson, NASA. Jessica's story is not to be missed!

Technology 100

Technology Government Innovation Leadership 100

CSM Magazine

APRIL 30, 2024

Digital innovation here is about fundamentally redefining the patient experience and engagement. Seamless Integration: EHR-integrated eForms ensure that patient data directly flows into the digital healthcare provider’s system, eliminating the need for manual data entry.

Healthcare 52

Healthcare Engagement Trends Insurance 52

CSM Magazine

FEBRUARY 27, 2024

This includes documents, customer data, market research findings, social media metrics and more. With all pertinent data consolidated in one location, employees can easily collaborate on projects without the hassle of searching through systems or departments.

Innovation 52

Innovation Social Media Trends Industry 52

SurveySparrow

OCTOBER 13, 2023

Collecting, evaluating, and applying data to refine processes is called a feedback loop. You see, it’s not just a one-time event but an ongoing conversation between your business and its environment, enabling you to adapt swiftly, innovate effectively, and meet the ever-changing demands of your audience. Try it out for free!

Feedback 52

Feedback Examples Social Media e-support 52

Experience Investigators by 360Connext

OCTOBER 13, 2020

Reviewing, organizing and reporting out data representing how our organization is doing with customers can take hours of work each week. The rich data provided by customers is the first ingredient in the art of innovation. They’re up again! “Wow our Customer Satisfaction Rate really went up this week!”

Customer Journeys 143

Customer Journeys Customer Experience Net Promoter Score How To 143

Alida

OCTOBER 13, 2016

According to research expert Ray Poynter, more insight teams are generating revenue by providing market research data and other value-added services to partners, sponsors and advertisers. At the 2016 Customer Intelligence Summit , two innovative brands shared how they’re taking advantage of this trend.

Marketing 100

Marketing Company Feedback Advertising 100

CSM Magazine

APRIL 23, 2024

The Advantages of an Intranet Platform An intranet platform’s benefits lie in its storage and efficient organization of vast amounts of data. On the other hand, enterprise social networks shine in situations that demand departmental cooperation, especially when innovation or issue resolution is critical.

Social Media 52

Social Media Innovation Communication Resources 52

ShepHyken

DECEMBER 3, 2023

Loyalty is a Strategy, Not a Program by Kevin Susman (Total Retail) In the commercial innovation workshops I lead around the globe, there are many strategies that clients and customers want to cover. Used the right way, it may even help you create more tailored and personalized customer experiences!

Customer Service 59

Customer Service Loyalty Programs Loyalty Customer Service Training 59