CSM Magazine

OCTOBER 12, 2023

Sabio Group, the global digital experience transformation services specialist, has partnered with customer engagement expert Martin Hill-Wilson to release the 2023 edition of its acclaimed CX Realities white paper series.

Groups 52

Groups Omni-Channel Customer Journeys Customer Engagement 52

Quadient

MAY 23, 2022

Customer experience (CX) is the new marketing battleground. The company has perfected technology that speeds and simplifies the internal processes that ensure essential information gets to the right people at the right time with intelligent integration. Contact Center Wrap-Up—Where the Rubber Meets the Road. Marissa Feigen.

Contact Center 105

Contact Center Meeting Social Media Call Center 105

InMoment XI

APRIL 26, 2022

Many audiences—like senior citizens or those without internet access—are far more likely to respond or far more comfortable with paper surveys than online surveys. Plus paper surveys are often easier to read for many since they’re printed in large fonts with black text on white paper. Benefits of Using Surveys.

Survey 260

Survey Customer Experience Fashion Groups 260

Circular Edge

JULY 29, 2022

The right technology enables and adapts to that growth. Download this white paper to understand many of the issues that manufacturers and distributors typically face, and why so many have decided to move to NetSuite—the #1 cloud ERP for manufacturing companies.

Apparel 52

Apparel Ecommerce Telecommunications Transportation 52

CSM Magazine

SEPTEMBER 8, 2023

Thanks to our knowledge of the market and the way it has been evolving in recent years, we’ve shaped our business strategy around the convergence of the contact centre, AI and CRM landscapes. In line with that, we’ve been strengthening our expertise in Genesys and Salesforce technologies. What does this mean for the industry?

Groups 52

Groups Leadership Multi-Channel CRM 52

Clarivate

FEBRUARY 28, 2024

These conditions, affecting small patient populations and characterized by diverse clinical manifestations, demand innovative approaches and cutting-edge technologies to drive research and commercialization forward. This subject is discussed in a forthcoming white paper from Clarivate.

Tools 59

Tools Healthcare Analysis Analytics 59

UJET

DECEMBER 2, 2020

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago. But now the world is very different. appeared first on UJET.

Omni-Channel 72

Omni-Channel Contact Center Self Service Virtual Agent 72

CloudCherry

JANUARY 22, 2020

A recent Forrester white paper entitled How to Transition Your Voice-Of-The-Customer Vendor explains that “failure is not always the vendor’s fault.” McKinsey & Company recommends obtaining “journey-centric feedback” from customers, supported by a backbone of technology investments. The Importance of VOC to CX.

How To 243

How To Social Media Analysis Feedback 243

Clarivate

OCTOBER 5, 2023

With market uncertainty now the norm rather than the exception, IP legal teams regularly face multidimensional challenges. A 2020 report by McKinsey & Company found that organizations that invested in innovation during the financial crisis of 2009 outperformed the market by 10% during the crisis and by 30% in the post-crisis years.

Strategy 59

Strategy Competitive Advantage Financial Innovation 59

Vonage

OCTOBER 2, 2017

Your marketing team will have access to the same information about them, and if you can build trust and loyalty with your existing customers, you can limit the damage a competitor could cause. You need to ensure you have the right technology to monitor social media engagement and the levels of staffing to deliver a service that’s efficient.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

SaleMove

JULY 9, 2021

The Property and Casualty (P&C) insurance industry is being dramatically transformed by digital technologies that are shifting the customer relationship back to the carriers. Request Glia’s white paper to learn how you can Supercharge P&C Insurance Sales with the Digital Experience.

Insurance 52

Insurance Sales Abandon Rate Customer Centricity 52

Vonage

SEPTEMBER 8, 2017

Your marketing team will have access to the same information about them, and if you can build trust and loyalty with your existing customers, you can limit the damage a competitor could cause. You need to ensure you have the right technology to monitor social media engagement and the levels of staffing to deliver a service that’s efficient.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

UJET

DECEMBER 2, 2020

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago. But now the world is very different. appeared first on UJET.

Omni-Channel 56

Omni-Channel Contact Center Self Service Virtual Agent 56

Integrity Solutions

APRIL 19, 2024

There’s no value for them in listening to salesperson recite scripted features and benefits — they’ve already read all of that on the website or in other marketing materials. Even as technology becomes more integral and upfront in the process, people are still looking for that people-to-people experience.

Sales 105

Sales Loyalty Communication Contact Center 105

Talkdesk

DECEMBER 10, 2020

Research and evaluate the cloud contact center market The research and evaluation process will probably be the most intensive, requiring you to do proper due diligence to provide a recommendation to your stakeholders.

Contact Center 115

Contact Center How To Transportation Roadmap 115

Totango

MARCH 8, 2022

Some brands set up their customer success communities to enhance their customer support or to support their marketing efforts. These and other potential benefits make joining a customer success community a winning proposition for CS team members, managers and marketing leaders. Nine Best Customer Success Communities in 2022.

Customer Success 116

Customer Success Guidelines Social Media Tips 116

SurveySparrow

MARCH 26, 2021

Having a go-to-market strategy ensures that you have made your launch foolproof, well, at least to a large extent. What is go-to marketing strategy? A detailed plan created to launch a product to the market is called a go-to marketing strategy. Who is responsible for go-to marketing strategy? No one does. .

Strategy 52

Strategy Marketing Advertising Airlines 52

Totango

AUGUST 23, 2022

Finally, we’ll offer some guidelines on how to structure your B2B customer journey map around key touchpoints and how to use technology to automate an effective touchpoint management strategy. Thus, customer journey touchpoints may occur anywhere in the marketing, sales and support processes. White papers. Tech support.

Customer Journeys 116

Customer Journeys Touchpoint B2B Social Media 116

inmoment

NOVEMBER 6, 2019

Even though mystery shopping was once the standard approach to assessing service, new technology proves itself to be more effective and more reliable. InMoment’s latest white paper, “ Why a Customer Experience Program is More Powerful Than Mystery Shopping ,” details what intelligent technology can do that mystery shopping simply cannot. .

Strategy 40

Strategy e-support Feedback Technology 40

CSM Magazine

JUNE 2, 2021

He is a specialist in strategic programme design, building technology solutions and new loyalty trends, such as card-linking, real-time data analytics and experiential loyalty, working across a wide range of sectors including financial services, retail, food and beverage, travel and FMCG.

Loyalty 52

Loyalty Travel Fashion CRM 52

Gravy Analytics

AUGUST 19, 2019

Anonymous mobile location signals, when cleansed, aggregated, and enriched, give marketers new insight into consumer behavior. If you’re conducting market research, you can see how consumer visits to categories and brands are trending over time to determine the next big trend or potential risk.

Hotels 71

Hotels Travel ROI Consulting 71

West Monroe

APRIL 19, 2022

In 2008, someone (or a group of someones) published a white paper under the pseudonym Satoshi Nakamoto. In the document, Satoshi—whose true identity remains a mystery to this day— introduced Bitcoin to the world and explained the technology that allows people to own and transact with cryptocurrency: blockchain.

Company 52

Company Healthcare Innovation Industry 52

Confirmit

MARCH 6, 2017

Technology is at the heart of CATI operations. So, when was the last time you thoroughly evaluated the technology that supports your CATI operations? Perhaps, it’s time to assess whether or not the technology supporting your CATI operations fosters optimal efficiency, productivity, and scalability for your business.

Technology 40

Technology System Marketing Management 40

datastax

JUNE 6, 2019

Enterprises are now investing in cloud technologies at a faster rate than they are investing in other software technologies combined, according to McKinsey & Company. They can now measure business impact in terms of agility and time to market. The Top Data Management Challenges of Hybrid Cloud (white paper).

Government 98

Government Data Software Strategy 98

Customers That Stick

SEPTEMBER 18, 2014

Kristen Gramigna is Chief Marketing Officer for BluePay , a credit card processing firm, and also serves on its Board of Directors. She has more than 15 years experience in the bankcard industry in direct sales, sales management and marketing. Millennials were raised with technology, and they identify with it. (

Loyalty Programs 133

Loyalty Programs Loyalty Social Media Study 133

Alliance by IFS

JUNE 2, 2015

Many service technicians are not equipped with the training, information, or technology to sell new service contracts, parts, or equipment in the field. If not, it may be time you evaluated your team, your technology, and your operational strategy. You can download the new white paper here.

Sales 50

Sales Multi-Channel Training Technology 50

datastax

AUGUST 22, 2019

But, otherwise, good job marketing team! As Popeyes demonstrates, even brick-and-mortar companies need to have the correct technology to keep up with demand. . If you’re not able to keep up with real-time inventory needs —or your ecommerce store can’t scale during high-traffic periods—you might be using obsolete database technology.

Ecommerce 56

Ecommerce Omni-Channel Technology Retail 56

CSM Magazine

JANUARY 24, 2023

And what’s going on in the AI market, when just last month some commentators were questioning chatbot sector momentum – particularly with Amazon stripping costs and people out of its Alexa team? neural network that uses the same underlying GPT-3 technology to generate images from text descriptions. Question 3.:

Contact Center 52

Contact Center Chatbots Comparison Training 52

Eptica

FEBRUARY 28, 2018

Author: Pascal Gauvrit The rise of artificial intelligence is leading many experts to predict that the future of customer service will be driven by automation and technology , without the need for human agents to interact with consumers. Clearly, this doesn’t mean that automation and technology have no place in customer service.

Self Service 62

Self Service Customer Service Banking Chatbots 62

Education Services Group

FEBRUARY 1, 2023

In our recent white paper “ How Long Does It Actually Take to Build a Customer Success Organization? ” Collaborating with Marketing to interview customers to identify what is important to them when purchasing software so that it can inform proactive outreach, health-score dimensions, and upsell/cross-sell opportunities.

Effort Score 52

Effort Score Customer Success Metrics Hotels 52

datastax

AUGUST 29, 2019

Is your organization using highly secure tools and technologies? In today’s digital world—one with a customer-first focus—you need to bring trust to applications and get them to market as quickly as you can. . How to Secure Your Data with a Defense-in-Depth Strategy (white paper). Technical security. READ NOW.

Data 60

Data Policies System Strategy 60

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service.

Call Center 59

Call Center Self Service Software Contact Center 59

Quadient

SEPTEMBER 28, 2020

Just as Covid-19 accelerated modernization that was already underway – from encouraging remote working, to making greater use of technology in healthcare – so it has increased the demand for rapid communications. . And telecoms shouldn’t be afraid to implement those new technologies or channels. . Customer Experience. Operations.

Customer Experience Management 52

Customer Experience Management Omni-Channel Self Service Customer Experience 52

Avaya

APRIL 4, 2016

What’s right for you is based on the industry you are in, the data you need to protect, how and when the data needs to be protected, the expectations of your customers, employees, partners and other stakeholders, the regulatory requirements, your network infrastructure, the competitive condition of your market—the list is virtually endless.

Healthcare 47

Healthcare Hospitality Government Financial 47

Uniphore

DECEMBER 17, 2021

healthcare market must continue to transform how they interact with consumers if they want to succeed. This is especially true given the increasing competition from more technology-savvy competitors and disruptive market entrants from non-healthcare sectors such as retail. Impact: 20% reduction in agent training time.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

Innovative CX

JANUARY 2, 2019

Read articles, white papers, books. And expand your focus beyond CX oriented writings – learning about trends in related markets can help you build a better CX program. Utilize technology wisely. Put new technology to work, like chat bots and AI, within an established CX framework. Sign up for a webinar.

Chatbots 40

Chatbots Customer Experience Policies Leadership 40

CSM Magazine

NOVEMBER 14, 2019

AI technologies are transformational but they can be complex to scope out, build, deploy, and operate. Here are the 5 most common mistakes organisations make: Unrealistic expectations – it’s common for users to have inflated expectations of new and emerging technologies. 5 Reasons Why Customer Experience AI Projects Fail.

Return on Investment 49

Return on Investment Chatbots Technology Interaction 49