West Monroe

MAY 17, 2022

This year has the potential to mark a turning point for large tech platforms, with numerous proposed bills and regulatory actions aimed at reining in what many perceive as anticompetitive behavior. And what do industry executives make of the increasingly beleaguered reputation in the public sphere? Our Quarterly Executive Poll offers answers.

Software 52

Software Report Industry Trends 52

West Monroe

SEPTEMBER 7, 2022

Software and tech executives have become familiar with uncertainty over the last few years. The vast majority of high-tech and software leaders are familiar with RevOps, and many believe they’re implementing it correctly.

Software 52

Software Survey Financial System 52

West Monroe

DECEMBER 1, 2021

The high-tech & software space is ripe for dealmaking, but the industry still faces issues brought on by the pandemic.

Software 52

Software Industry 52

Oracle

MAY 6, 2019

High touch high tech may be next hottest CX trend. The phrase “high tech high touch” emerged in the 1980s in the New York Times #1 bestselling book Megatrends , and was later explored in depth by author John Naisbitt in a book of the same name. CX and high tech high touch.

Chatbots 62

Chatbots Touchpoint Consumers Technology 62

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. Consider notifying your CSMs via internal notifications on high risk KPI health score decreases. Watch it here if you missed it!).

Customer Journeys 98

Customer Journeys Effort Score Chatbots Self Service 98

ChurnZero

JULY 16, 2021

While high-touch and tech-touch are often pitted against each other, there’s a way to use automation without losing that quality human interaction we all know and love. Q: What’s the recommended ratio of CSM touchpoints to automation touchpoints in a tech-touch model? A [Britt]: Onboarding and renewal; the bookends.

Customer Journeys 98

Customer Journeys Touchpoint Customer Success Exercises 98

West Monroe

MARCH 13, 2023

High-tech and software organizations feel this change as much as any sector. To drive growth and value in today’s market, software and high-tech organizations need to understand how buyers are buying at the moment, be able to test pricing hypotheses for particular customer segments, and adjust strategies rapidly and continuously.

Software 52

Software Data Strategy Competitive Advantage 52

inSided

JUNE 4, 2021

Looker’s Brian LaFaille joined us to answer some of the most pressing questions around Digital Customer Success , in particular how to transition customers from high-touch to tech touch.

Customer Journeys 59

Customer Journeys How To Strategy Customer Success 59

Gainsight

NOVEMBER 9, 2020

After being “highly” reliant on high-touch, in-person installations and trainings, it found itself operating in a remote world. . Making Tech Touch Work. We have an extremely high-touch process. The answer,” says Yariv, “Was to go tech-touch and low-touch.” . Only then did they invest in engineering resources. .

Analytics 59

Analytics Conference Resources Video 59

Oracle

NOVEMBER 28, 2018

As the pendulum has swung to a point where “service” is often seen as a technology answer, customers need a healthy dose of both high tech and high touch in their lives. Here are 4 examples of companies showing their humanity in a high-tech world. Enable people to care.

Hospitality 82

Hospitality Fashion Airlines Healthcare 82

Prophet

OCTOBER 23, 2019

It is a well-known fact that Chinese consumers are very open to new tech. They have always been relatively early adopters of new innovation and are even willing to try the bleeding edge often on tech and devices. They have shown that if they can afford it, they will prioritize the newer, shinier toy. This […].

Technology 60

Technology Consulting Innovation Brands 60

West Monroe

APRIL 25, 2023

Discover West Monroe's generative AI consulting services, where we help you integrate AI naturally into your existing business framework. Don't just add AI—build it into your business strategy for real, tangible results.

Software 52

Software Company Consulting Technology 52

InMoment XI

FEBRUARY 2, 2024

This isn’t just in industries like tech or finserv—this tech is breaching every market. Their detailed assessment offers deeper insights into customer loyalty and competitive positioning in the tech industry, ensuring that they have a complete and actionable view of both their business and the market as a whole.

Hospitality 260

Hospitality Call Center Retail NPS 260

West Monroe

DECEMBER 1, 2021

Software continues to attract investment—but meeting customer (and deal) expectations gets tougher.

Software 52

Software Meeting Industry Customers 52

Truthlab

APRIL 10, 2018

Reading Time: 4 minutes Here’s some advice on picking your trajectory in the high-tech startup scene if you didn’t go to MIT, Harvard, or Stanford. The post Sneaking into High Tech SaaS Leadership: A Strategic Path to Earn Your Golden Ticket appeared first on truthlab.

Leadership 59

Leadership Technology 59

Education Services Group

AUGUST 28, 2019

So, when the volume of customers creeps up, and we’re focused on deploying a tech-touch heavy approach, how do we stay engaged with the personal element of our customers? Our recommendation on how to do this effectively and efficiently: find the perfect balance between high touch and tech touch. On the other hand….

Strategy 40

Strategy Self Service Customer Success Interaction 40

West Monroe

DECEMBER 1, 2021

Software was not impacted as greatly by COVID-19 as other industries. How they maintain their operating efficiency and continue growth is still in question.

Software 52

Software Industry 52

Experience Investigators by 360Connext

SEPTEMBER 26, 2023

We’ll also take an exciting trek into the strategy of Lego’s adult-targeted, high-tech journey, Delta Air Lines loyalty offerings, and Amazon’s latest offering – end-to-end supply chain management. This is the new age of customer experience, and we don’t want anyone to be left behind.

Loyalty 271

Loyalty Resources Customer Experience Technology 271

Customer Bliss

AUGUST 30, 2021

With the stratospheric increase in high tech solutions to ‘take care’ of customers, the need for high touch has also escalated. They need a blend of high tech to enable high touch, as I discussed with a recent guest on my livestream , Deborah Westphal, author of a book on this subject entitled Convergence.

Case Study 310

Case Study Hotels Travel Company 310

West Monroe

JANUARY 25, 2022

Get the report.

Software 52

Software Report 52

Forrester's Customer Insights

JANUARY 31, 2024

In 2024, Forrester estimates that tech spending will reach $4.7 trillion, up 5.3% over 2023 – faster than GDP once again. This reflects the rising importance of information technology in business, governments, education, and society.

Industry 33

Industry Government Strategy Technology 33

ECXO

APRIL 24, 2024

gdcvte Simplifying CX Design: How Leading Enterprise Tech Firms Overcome Complex Challenges Part I The article was originally posted here: [link] Seamless customer experiences and clear interfaces are two key elements leveraged by successful tech enterprise to generate adoption, with design being the key to overcoming solution complexity.

ROI 106

ROI Software B2B System 106

Avaya

AUGUST 12, 2016

American high-tech giants—Uber, Amazon, Facebook—are in the midst of this exact scenario. Uber’s entrée into China is a case study worth understanding by all American high tech companies. Being in high-tech, we are used to driving change with invention and innovation. High Tech Success Stories Do Exist.

Omni-Channel 40

Omni-Channel Self Service Case Study Innovation 40

West Monroe

NOVEMBER 3, 2021

Achieving—and sustaining—success in an ever-changing tech space presents challenges. A focus on these data-led strategies will help.

Strategy 52

Strategy Data Software Company 52

West Monroe

DECEMBER 1, 2021

The pandemic’s unbalanced economic effects pulled some deals forward, left others behind.

Software 52

Software 52

West Monroe

DECEMBER 7, 2021

Software was not impacted as greatly by COVID-19 as other industries. How they maintain their operating efficiency and continue growth is still in question.

Software 40

Software Industry 40

Happy or Not

OCTOBER 16, 2017

HappyOrNot and ZeroCater, Silicon Valley’s fastest-growing corporate catering and snacks company, have teamed up to use in-office customer feedback tools to provide data-driven customer service in high-growth startups and enterprise corporations.

Feedback 52

Feedback Company Tools Customers 52

West Monroe

APRIL 25, 2023

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Software 52

Software Company Video 52

Uniphore

DECEMBER 27, 2021

In a recent webinar , Suhail Nair, Executive Director of Partner Relationships for Uniphore, discussed this topic with Lawrence Sathiaraj, Global Delivery Head for Tech Mahindra, a leading provider of digital transformation, consulting and business re-engineering solutions that has partnered with Uniphore. Conversational AI may be the answer.

Self Service 211

Self Service User Experience Chatbots Consulting 211

Magellan Solutions

APRIL 25, 2024

By delegating tech support services to outsourcing partners, your business can save costs in areas that would otherwise require internal resources and expenditures. Should You Outsource Tech Support? Consider their strengths and weaknesses and whether they can upskill to support your tech support needs. Cost Savings.

Average Handle Time 52

Average Handle Time First Call Resolution Resources Customer Satisfaction 52

Steve DiGioia

MAY 5, 2022

No trends, no fads, and no high tech – just the basic personalization one would give to someone special in their life. At the Ritz Carlton, “We are Ladies and Gentlemen serving Ladies and Gentlemen.” This motto exemplifies the anticipatory service provided by all staff members. It works in any industry.

Tips 204

Tips Customer Service Social Media Trends 204

Customer Bliss

AUGUST 18, 2020

Identify Those With High EQ. This is where service reps with a high EQ can be an invaluable asset to your company. This is where service reps with a high EQ can be an invaluable asset to your company. High EQ support staff are adept at handling even the most tricky/difficult customer situations. Assess Their Tech Skills.

Customer Service 252

Customer Service Case Study Customers Interaction 252

NobelBiz

DECEMBER 19, 2023

Training staff on tech tools enhances efficiency and customer service. Ultimately, technology enhances the customer experience by reducing wait times, providing accurate solutions, and prioritizing high-risk escalations. Customer satisfaction is another key metric to measure the impact of tech solutions.

Call Center 105

Call Center Management Contact Center Wait Times 105

Uniphore

NOVEMBER 23, 2021

The partnership between Uniphore and Tech Mahindra combines Uniphore’s AI and automation-driven technology with Tech Mahindra’s service expertise. Uniphore and Tech Mahindra jointly create exceptional customer experiences and improve service outcomes by supporting customer service automation.

Average Handle Time 130

Average Handle Time Return on Investment e-support Analytics 130

Think Customers

MAY 1, 2024

Seamless customer experiences and clear interfaces are two key elements leveraged by successful tech enterprise to generate adoption, with design being the key to overcoming solution complexity. So, how do leading tech corporations bypass our decision fatigue as users despite the complexity of their solutions?

ROI 52

ROI Software B2B System 52