InMoment XI
OCTOBER 21, 2021
Recently, a client asked me what we at InMoment thought defines a “customer interaction,” as there had been some debate on the subject within his team. Quickly, we were asking ourselves not only about the characteristics of an interaction, but beyond that, what falls under the larger umbrella of customer experience?
C3Centricity
DECEMBER 5, 2023
Artificial Intelligence (AI) has become an integral part of our daily lives and has revolutionized how we interact with technology and businesses. This post discusses how to use AI to enhance customer experience with another AI, authentic interactions. Embracing Emotional Intelligence (EI) is crucial for AI.
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CSM Magazine
APRIL 19, 2024
This tool can make a difference in how businesses engage with customers and build connections. In this article, we will delve into all the different aspects of CX software and its importance in boosting interaction. Now, let’s discuss how businesses can enhance engagement with CX software.
ChurnZero
APRIL 18, 2024
Make sure you’re still delivering high-touch, one-to-one engagement. Ask yourself what was working well in the before-times, when high-touch, low-tech, analog interactions ruled, and make sure to leave room for those tried and tested tactics amidst the new, digital landscape. Wait, say that again? Balance is key.
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Not only does a better CX improve customer satisfaction, increase retention, and create more engagement, it also drives key business results, including lower operational costs and higher profits. As digital channels dominate customer interactions, experiences are critical to get right.
InMoment XI
JANUARY 25, 2022
Employee engagement has become a hotter topic than ever in the age of The Great Resignation. If your org is in that boaHt right now, we can help you keep sailing with a look at three elements that create and sustain employee engagement: Organizational Culture Customer-Focused Processes Ambassadorial Behavior. A Closer Look.
Topdown
JUNE 13, 2022
Not only within a company, but this also is reflected in the way an organization communicates and interacts with their consumers and customers. As such, interactive communications have become a major player in the world of business communications. Communication truly lays the foundation for any relationship.
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
Couple that with a potentially volatile economy and it's clear that organizations must invest in innovative approaches if they want employees who are engaged and informed enough to significantly improve the customer experience and eliminate the high costs associated with agent attrition.
Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC
The only sustainable way to get these human experiences is with employee engagement. Employee engagement requires great leadership. What are ways leaders engage with team members so the team members better engage with your customers and prospective customers?
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
Speaker: Jake Miller, Senior Product Marketing Manager, Allego
He'll also unpack the 3 elements you should add to your go-to-market approach: Aligning revenue and buying teams through collaborative, modern experiences Maintaining presence in your absence with Digital Sales Rooms Driving future engagement with real-time data on interactions and past success Don't miss out!
Speaker: Laura Sikorski, Contact Center Consultant
Your Contact Center today is truly an Interactive Engagement Center and the most customer-focused area in your organization. Your agents need to be autonomous, insightful, empathetic, engaging, and be available on any channel assigned, at any time and be able to simultaneously respond to your customers’ queries.
Speaker: Brian Morin, Helena Chen, and David Parsons from SmartAction
Today’s AI assistants are nothing like first-generation voicebots and chatbots that left most users frustrated and unwilling to interact with any kind of bot again. Let’s put AI assistants to the test by engaging them in a live conversation and see how they perform under different use cases.
Speaker: Jim Rembach, Editor in Chief, CX Global Media
With turnover increasing and employee engagement plummeting, focusing on this touchpoint is vital for employees to interact with customers in a more efficient and emotionally intelligent way.
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This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019. A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era.
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