InMoment XI

APRIL 3, 2024

For as long as there has been business, there have been customers. And for as long as there have been customers, businesses have had to prioritize creating a positive customer experience. The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action.

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260

Lumoa

JULY 17, 2023

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. Personalized digital journey 4.

Customer Experience 208

Customer Experience Strategy Self Service Chatbots 208

InMoment XI

DECEMBER 30, 2021

After a year of quarantine, brands had a lot of gaps to fill in their customer experience (CX) programs. Most businesses around the world seemed to be asking, “what’s changed or stayed the same for our customers?” How are the metrics of operations, be it call-center, first-contact resolution, field services, or retail, etc.

Strategy 493

Strategy Touchpoint Metrics Customer Journeys 493

InMoment XI

JULY 13, 2023

In our recent virtual panel discussion, we explored how different financial firms are embracing the Consumer Duty Act and identified areas where most of their resources have been designated. How Prepared Do You Feel for Consumer Duty? What Are the Biggest Changes That You Have Made Towards Identifying Risk Amongst Your Customers?

Consumers 492

Consumers Financial Competitive Advantage Customer Centricity 492

InMoment XI

NOVEMBER 28, 2023

In the digital age, platforms such as Yelp, Google, Facebook, and Tripadvisor wield unprecedented influence over consumers’ purchase decisions. More importantly, reviews serve as a valuable source of information for companies looking to capture the Voice of the Customer and deliver improved customer experiences.

Management 346

Management Marketing Social Media Guidelines 346

InMoment XI

OCTOBER 24, 2023

In the era of customer-centricity, contact center analytics stands as a beacon, guiding businesses and contact centers toward informed, data-driven decisions. This article delves deep into the intricacies of contact center analytics, showcasing how they can be the linchpin in enhancing customer experience and driving business growth.

Contact Center 260

Contact Center Analytics Multi-Channel Effort Score 260

InMoment XI

JANUARY 12, 2024

The advent of conversational intelligence has become a catalyst for transformation in the way that businesses communicate with consumers. More than just a technological innovation, conversational intelligence represents a paradigm shift how organizations understand, interpret, and harness the power of human conversations.

e-support 260

e-support Healthcare Multi-Channel Call Center 260

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

TechSee

MARCH 7, 2023

Elizabeth has been leading the conversation on how our new connected homes and devices are changing how we live and documenting service evolution for nearly 25 years. Taksina is shaping the future of service and how businesses will embrace and adopt technology to deliver incredible outcomes.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. How does it benefit organizations and customer experience?

Customer Service 199

Customer Service Chatbots Technology Interaction 199

Uniphore

DECEMBER 13, 2021

Today’s retail customers have higher expectations than ever—particularly when it comes to digital customer experience. Shaped by the global pandemic, which forced billions to adopt new shopping behaviors, customers are notably less patient, more demanding and more proficient online. Download The Article.

Retail 262

Retail Net Promoter Score Self Service Customer Experience 262

Uniphore

JANUARY 4, 2022

The only platform that drives demonstrable and sustainable business value by automating, personalizing, and optimizing every conversation. Uniphore Collaborates with Cisco to Enable Better Customer Experiences. The future of business is understanding how to unlock the value of conversations. Testimonials. Get a Demo.

Contact Center 317

Contact Center Innovation Multi-Channel Customer Retention 317

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Experience Investigators by 360Connext

FEBRUARY 20, 2024

Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. for engaging with customers on a more personal level, ensuring they feel truly understood.

Analysis 270

Analysis Analytics Customer Relationship Management Feedback 270

Comm100

SEPTEMBER 22, 2021

As COVID-19 pushed companies and their customers online, digital transformation has taken over the customer service space like never before. In the first part of our series on Digital Transformation in Customer Service , we looked at why businesses can’t afford to ignore digital transformation.

Customer Service 163

Customer Service Social Media Leadership Omni-Channel 163

ijgolding

APRIL 9, 2020

For over eight years now, I have been travelling around the globe, sharing knowledge with people on how to deliver the customer experience (CX) as robustly and effectively as possible. Customer journey MANAGEMENT is what is required to drive sustainable improvement to the customer experience.

Customer Journeys 312

Customer Journeys CRM Technology Groups 312

Uniphore

DECEMBER 27, 2021

How can organizations turn this downward trend around and improve IT operations for their employees? The two technology experts discussed the pandemic-fueled shift toward remote work—and how that shift has fundamentally reshaped IT help desk operations and expectations. How are they able to do more?

Self Service 211

Self Service User Experience Chatbots Consulting 211

ECXO

MARCH 5, 2024

Revolutionize Your Business with Customer-centric Solutions using Design Thinking As we sail through the digital age, organizations worldwide are riding the wave of digital transformation to enhance customer experience. In the context of digital transformation, Design Thinking plays a pivotal role.

Customer Centricity 98

Customer Centricity Competitive Advantage Innovation Customer Journeys 98

Uniphore

OCTOBER 21, 2021

Uniphore completes the acquisition of Jacada and rolls out a powerful platform that will transform the Customer Experience Market. With U-Assist, agents are guided in real-time during calls with next-best action based on customer intent, conversation content, sentiment and emotion. PALO ALTO, Calif. ,

Self Service 189

Self Service Contact Center Virtual Agent Call Flow 189

Comm100

SEPTEMBER 23, 2021

However, regulated organizations must have a clear and intense focus on customer experience and loyalty to achieve their business objectives, even as they embrace this new technology. Most hunt for a one-size-fits-all approach to a successful digital customer experience. Provide Omni Channel Customer Interactions.

Omni-Channel 214

Omni-Channel Customer Service Chatbots Customers 214

Calabrio

NOVEMBER 25, 2020

In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic. In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic.

Contact Center 306

Contact Center Self Service Analytics Banking 306

Uniphore

NOVEMBER 16, 2021

The challenges of the pandemic thrust banks that were struggling to remain relevant and their customers who were still digital holdouts into the same situation: learn how to shift banking activity from in person to online practically overnight. The question is how, when traditional, in-person banking is a thing of the past?

Banking 130

Banking Net Promoter Score Contact Center eBook 130

West Monroe

SEPTEMBER 25, 2023

As generative AI drives new urgency for data and digital transformation, our second-annual survey of 700 C-suite executives and 5,000 consumers finds that companies are working to overcome macroeconomic headwinds while embracing digital throughout their organizations.

Customer Centricity 105

Customer Centricity Analytics Data Survey 105

ECXO

MAY 27, 2024

bnbvvvV Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes Article source: [link] Introduction Artificial Intelligence is revolutionizing enterprise technology, and will redefine enterprise software design, and transform how businesses enhance customer, user experiences and drive business outcomes.

Technology 73

Technology Self Service Software Innovation 73

Beyond Philosophy

NOVEMBER 27, 2020

An organization’s digital experience is vital to their success. We have been getting a lot of clients asking for a review of their digital experience. Many recognize that their digital transformation hasn’t resulted in the experience that they hoped it would be.

Net Promoter Score 150

Net Promoter Score NPS Insurance Effort Score 150

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Customer Success 100

Customer Success Tips Self Service Customer Journeys 100

Beyond Philosophy

JANUARY 26, 2024

Customer research has some big problems. You might think the big problem with customer research is not asking the right questions. The biggest mistake people make in customer research is not doing it often enough. Frequently, clients hand me their most recent customer research—and it’s from seven years ago. Click here.

Customer Insights 88

Customer Insights Survey Customers Consumers 88

West Monroe

FEBRUARY 13, 2024

Listen to "The Digital Stadium: How the New Fan Experience Can Drive Revenue" on Spreaker. About the episode Explore the transformative power of AI and digital technology in the sports industry on our latest episode, which features Satisfi Labs CEO Don White. Could you share your thoughts on this evolution?

Sports 98

Sports Tourism Entertainment Technology 98

TechSee

APRIL 9, 2024

In the world of customer service and technical support, a significant challenge often goes unaddressed: the visual gap. This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution. Enter visual assistance, a game-changer for both customers and providers.

Net Promoter Score 124

Net Promoter Score NPS Customer Satisfaction Customer Confidence 124

BirdEye

SEPTEMBER 1, 2023

Join us on September 12th and 13th for Birdeye View, a free virtual event that will help you put your business at the forefront of digital customer experience. How has AI impacted how people search for and find information? How does our partnership with Google put our customers a step ahead of the competition?

Multi-Channel 104

Multi-Channel Customer Journeys Innovation Industry 104

CSM Magazine

APRIL 22, 2024

At Sabio’s recent Disrupt event in London, a panel of experts from Sweaty Betty, Zuto, Transcom and Awaze shared insights on how they are leveraging new technologies such as artificial intelligence (AI) to revolutionise customer service and drive business growth.

Omni-Channel 52

Omni-Channel Fashion Groups Culture 52

CSM Magazine

APRIL 11, 2024

Sabio Group, the digital experience transformation services specialist, has launched a new e-book which takes a deep dive into the role that Customer Relationship Management (CRM) systems play in shaping and orchestrating modern customer journeys.

CRM 52

CRM e-support Customer Experience eBook 52

Totango

MAY 17, 2024

Others think we are already in the midst of transformation. CS professionals have a choice: Embrace AI and harness its potential to drive innovation and growth, or remain hesitant and risk falling behind in a rapidly evolving landscape. But there are proven, compliant ways to drive impact with AI today.

Innovation 96

Innovation Call Recording Conference Tools 96

Gainsight

APRIL 8, 2024

The role of Customer Success has undeniably been one of change in the last few years. With teams being downsized and CSMs being held accountable for more, the role of how digital motions come into play is more crucial than ever. to Digital CS , drawing insights from research analysts and industry thought leaders.

Customer Success 52

Customer Success Training Engagement Customers 52

Interactions

MAY 15, 2024

Did you know that 89% of customers switch to a competitor after a single instance of poor customer service(1)? That’s because no one wants to do business with an organization that treats customers poorly. At Interactions LLC, our goal is to make every interaction ‘craveable’ for your customers. The data speaks volumes.

Customer Experience 62

Customer Experience Self Service Chatbots Interaction 62

CSM Magazine

MAY 29, 2024

The panel, featuring leaders from global tech, outsourcing, financial services, and nonprofit organisations, delved into the evolving definition of vulnerability, its impact on colleagues and customers, and the role that cutting-edge technology plays in creating a more empathetic and supportive environment.

Culture 52

Culture Financial Groups Technology 52