InMoment XI

AUGUST 3, 2023

It encompasses a wide array of data types, such as text, audio, images, and video content, making it difficult to analyze using conventional methods. Moreover, unstructured data analytics offers a holistic view of the customer journey , capturing the entire spectrum of interactions across various touchpoints.

Analytics 488

Analytics Customer Insights Data Social Media 488

Totango

APRIL 6, 2023

Automation to scale and deepen customer engagement Video Business Reviews (VBRs) Creating personalized campaign content for the “tech touch” segment of your customer base is difficult because it’s so time consuming. And stay tuned for some exciting announcements on Totango product innovations coming soon!

Innovation 86

Innovation Video CRM Customer Success 86

GetFeedback

JULY 24, 2018

Today, customers can interact with companies in more ways than ever, across unique channels, devices, and time zones. Countless customer interactions happen around the clock, and many fly below the radar. Some say customer experience is the perception customers have of a brand based on their interactions.

Video 277

Video Customer Experience How To Customer Journeys 277

Storyminers

JANUARY 12, 2017

We picked the name not only because of Galileo’s prowess as an innovator (he brought the telescope, scientific method, and a mathematical perspective about astronomy to the world’s attention), but because he championed what he believed in. Here’s the video. We called it GALILEO. We wish Galileo himself could have seen it!

Interaction 154

Interaction Travel Video Innovation 154

Oracle

MAY 21, 2019

SmarterCX presents the Smarter Demos series , a 2-minutes-or-less look at some of the most innovative CX technologies and how they work. In this 14th video in the Smarter Demos series, we take a look at some of the latest CX tech innovating the automotive experience. So that’s one part of their market. All rights reserved.

Automotive 84

Automotive Innovation Video Consumers 84

TechSee

JANUARY 24, 2019

Innovative ways to provide customers with immediate assistance, guidance and support lies at the heart of every customer-centric organization. Live video support can be used by customer service agents either to initiate a face-to-face live video chat support session or to offer live video interactive assistance.

Video 141

Video Contact Center Financial Call Flow 141

NICE inContact

APRIL 2, 2018

In addition, a CCaaS provides all the major building blocks for telephony, video, chat, security, and more all deployed on highly dependable and elastic cloud services. Measure and analyze almost every customer interaction allowing you to identify problems and implement improvements. These include: Omnichannel Routing. AI Automation.

Innovation 137

Innovation Competitive Advantage Contact Center Omni-Channel 137

Experience Investigators by 360Connext

MARCH 26, 2024

Unlock the future of customer experience as I, Jeannie Walters, team up with Greg Kihlström from the Agile brand to dissect the fascinating blend of strategy and technology that’s shaping how we interact with businesses today. Venture further into the realm of engagement with us as we spotlight the trend of shoppable video content.

Banking 178

Banking Advertising ROI B2B 178

TechSee

NOVEMBER 20, 2018

There are two complementary trends in the market today that, together, have the power to significantly reduce truck rolls across a wide range of industries, such as telecom, utilities, consumer electronics, and more. Predictive support through data analytics. Remote visual resolution through live streaming video and augmented reality.

Innovation 153

Innovation Technology Self Service Call Center 153

SurveySensum

FEBRUARY 1, 2024

But the real magic happens when we turn this product feedback into practical steps for innovation. How Customer Feedback Helps in Product Innovation Customer feedback means everything customers share after using a product or service. This article shares five easy ways to do just that.

Innovation 52

Innovation Feedback Multi-Channel Social Media 52

InMoment XI

JANUARY 12, 2024

More than just a technological innovation, conversational intelligence represents a paradigm shift how organizations understand, interpret, and harness the power of human conversations. The goal of conversation intelligence is to enhance communication, improve collaboration, and extract valuable information from interactions.

e-support 260

e-support Healthcare Multi-Channel Call Center 260

CSM Magazine

SEPTEMBER 4, 2023

If you’re thinking about how to interact with your audience in 2023, you need to understand that the rule-book has been rewritten. No more casual strolls down the brick-and-mortar lanes; we’re living in the age of digital-first interactions. It’s more like having Siri as your personal assistant for mundane tasks.

Communication 52

Communication Innovation Chatbots Video 52

Upstream Works

JANUARY 25, 2022

CX innovation is accelerating faster than ever before, and it’s integral that contact centers keep pace. While it’s true that CX innovation requires keeping up with emerging channels and technologies, digital transformation doesn’t mean you have to rip and replace your existing infrastructure.

Innovation 78

Innovation Contact Center Omni-Channel Self Service 78

TechSee

NOVEMBER 7, 2023

In an increasingly digital world, Hotpoint is driving purposeful innovation to meet the evolving needs of its customers. Hotpoint partnered with leading computer vision technology company, TechSee to introduce a live video and augmented reality platform, turning their call center into an interactive customer care support team.

Customer Experience 124

Customer Experience Call Center Innovation Social Media 124

Storyminers

JANUARY 12, 2017

We picked the name not only because of Galileo’s prowess as an innovator (he brought the telescope, scientific method, and a mathematical perspective about astronomy to the world’s attention), but because he championed what he believed in. Here’s the video. We called it GALILEO. We wish Galileo himself could have seen it!

Interaction 100

Interaction Travel Video Innovation 100

Oracle

AUGUST 19, 2020

What recent retail innovations have you seen that allow for a great shopping experience? We asked CX professionals that question, and they let us in on the most notable retail innovations they’ve recently experienced. Retail Innovation #1: IoT enhancements. Retail Innovation #2: Video review functionality.

Retail 85

Retail Innovation Virtual Agent Ecommerce 85

InMoment XI

SEPTEMBER 28, 2022

In 2019, I published a college textbook, “Business Creativity and Innovation: Perspectives and Best Practices”, which is now being used at several universities including in my classes as an adjunct professor at the University of North Florida. This is a belief I’m incredibly passionate about.

Customer Journeys 558

Customer Journeys Customer Experience Exercises Consulting 558

TechSee

MAY 21, 2019

The idea is to evaluate a customer’s experience with a product or their interaction with a representative of the company and to uncover any weak links that cause negative reactions. Such feedback is collected at the end of a customer interaction and is biased by the outcome – it doesn’t tell the story of the ‘ups and downs’ of the episode.

Analytics 137

Analytics Innovation Customer Experience Analysis 137

Call Experts

AUGUST 5, 2021

Interactive voice response systems, commonly referred to as IVR systems , are phone-based call centers that connect callers and users through automated voice tree menus and other telephone features. In this short article, we’ll address the concern, “What is an IVR (interactive voice response system)?”

System 52

System Interaction Self Service Wait Times 52

TechSee

JANUARY 2, 2019

Opening on January 8 in Las Vegas at the Sands, Level 2, Halls A-D , the CES Smart Home marketplace will feature the latest innovative tech from vendors offering everything from security monitoring to smart appliances, lighting, window coverings, irrigation, entertainment systems and more. Voice-First Experience: Innovation and Disruption.

Innovation 174

Innovation Entertainment Knowledge Base Technology 174

NICE inContact

JULY 11, 2017

Focus delivers low cost, high quality outsourcing solutions for small businesses and Fortune 100 companies alike across a variety of industries and a variety of contact types—from sales calls to technical support and general customer service interactions. A partner in innovation.

Customer Expectations 120

Customer Expectations Innovation Contact Center Call Center 120

AWS Machine Learning

OCTOBER 26, 2022

Today, customers can innovate with Amazon SageMaker through a choice of tools—IDEs for data scientists and a no-code interface for business analysts. They can access, label, and process large amounts of structured data (tabular data) and unstructured data (photo, video, and audio) for ML. More innovations await. Tyson Foods Inc.

Innovation 100

Innovation Training Data Technology 100

Experience Investigators by 360Connext

MAY 7, 2024

Generative AI builds on traditional AI to deliver outputs in many forms, including text, audio, video, and image. Balancing Self-Service with Human Interaction : In our quest for convenience, we must strike a delicate balance between AI-driven self-service and the irreplaceable value of human interaction.

Strategy 143

Strategy Customer Experience Self Service How To 143

Interactions

SEPTEMBER 27, 2019

Tech enthusiast and Interactions CMO Jim Freeze kicks off his deep exploration of AI with innovation expert Rob Atkinson. They discuss the history of innovation, apprehension around AI at work and the importance of education and training in AI adoption. Here are five key takeaways: . To here the full episode, click here. .

Innovation 63

Innovation Government Course Policies 63

Comm100

MARCH 20, 2024

Real-time interaction adds a human element to digital communication too, fostering a sense of connection and trust. Learn how WCB Manitoba adopted Comm100 Live Chat to improve customer satisfaction in the video below: 1. Interactive features like Q&A sessions engage citizens directly, enhancing transparency and trust.

Government 203

Government Communication Self Service Chatbots 203

TechSee

JUNE 16, 2022

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. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

QuestionPro Audience

JULY 28, 2022

It enables a more flexible and efficient capture of information, as respondents can now upload pictures and videos straight to the study in real-time, meaning they can be sure that they’re captured during natural interactions. LEARN MORE.

Study 195

Study Video Groups Analysis 195

BirdEye

NOVEMBER 21, 2023

This constant pursuit of innovation demands staying ahead of trends, adapting to evolving technologies, and ensuring the business is profitable. Juggling creative expression with the practicalities of project management and client interactions adds complexity. Ensure mobile responsiveness for a seamless experience on various devices.

Marketing 109

Marketing Social Media Advertising Tips 109

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Customer service training videos have been used for decades by companies to improve customer interactions with employees. Service training videos are an infinitely scalable solution to streamlining service standards and are therefore an excellent way to teach good customer service.

Customer Service Training 52

Customer Service Training Video Training Customer Service 52

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Customer service training videos have been used for decades by companies to improve customer interactions with employees. Service training videos are an infinitely scalable solution to streamlining service standards and are therefore an excellent way to teach good customer service.

Customer Service Training 52

Customer Service Training Video Training Customer Service 52

Uniphore

JUNE 22, 2021

You’ll see what we mean when you check out the videos and comics in Jacada’s Call Center Life: 2021 Edition. Yet, beneath these videos and comics is a wellspring of actionable insights. If you choose to lean in and listen, you can make the world a better place, one customer interaction at a time.

Call Center 219

Call Center Self Service Social Media Contact Center 219

Oracle

APRIL 10, 2020

Over 60% of Millennials and Gen Z consumers stream video daily, according to a 2018 Deloitte study. Some of the world’s most popular streaming services include Netflix, iQiyi, Tencent Video, Youku, and Amazon Prime Video, and beyond these services, there’s plenty of video content at the fingertips of consumers.

Innovation 52

Innovation Trends Entertainment Video 52

Lumoa

JULY 17, 2023

In order to meet these demands, you have to adopt and implement innovative technological solutions that cater to your client’s needs and preferences, ensuring a seamless and satisfying digital cx. When planning your digital transformation, be aware that at any moment, you may need to innovate further. But that’s not all.

Customer Experience 208

Customer Experience Strategy Self Service Chatbots 208

NetBase

JUNE 5, 2020

The time is ripe to innovate the way movies and TV are seen. Filming industries everywhere are getting the chance to prove their innovation and endurance in this race to adapt to the fickle and safety-conscious consumer. MTV innovated TV with music way back when, and then over a decade later with reality TV via The Real World.

Innovation 73

Innovation Brands Social Media Advertising 73

Lumoa

AUGUST 23, 2021

Since the pandemic began, however, the challenge has evolved into not just standing out, but instead to effectively pivot, innovate and transform your business. Another trend to emerge throughout the increasing digital interactions has been the use of video. People are seeking out kindness and purpose.

Customer Experience 236

Customer Experience Social Media Video Customers 236

Lithium

OCTOBER 14, 2021

As part of this year's Autumn Innovation Release, we're focused on empowering digital frontline workers to deliver better customer experiences easily and securely. Bringing the world of live video together with Community Events helps recapture that lost informal interaction that was the best part of in-person events.

Innovation 52

Innovation Engagement Self Service Chatbots 52

Alliance by IFS

MARCH 28, 2019

We compiled 3 short videos outlining the three main building blocks that set best-in-class service organizations apart. Field service technicians may access account information and customer history to make their next interaction more personalized with the ability to up and cross-sell with the highest degree of service. No problem.

Video 90

Video Customer Satisfaction Customer Centricity Knowledge Base 90