Gainsight

NOVEMBER 7, 2023

Customer data scattered across various systems, workflows bottlenecked by manual processes, and an overarching need for a more unified and efficient approach. Sana Benefits recently shared how it was able to overcome these challenges in its first year with Gainsight in a recent Essentials Business Review webinar.

Customer Journeys 52

Customer Journeys Tools Customer Success System 52

AWS Machine Learning

MAY 30, 2024

Vitech is a global provider of cloud-centered benefit and investment administration software. Vitech helps group insurance, pension fund administration, and investment clients expand their offerings and capabilities, streamline their operations, and gain analytical insights.

Chatbots 91

Chatbots Knowledge Base Innovation Interaction 91

BirdEye

MARCH 1, 2024

Are you a multi-location business struggling with time zone headaches and frustrated customers? This is where business call forwarding services can make a huge difference, seamlessly routing calls from one department to the other. Maintaining efficiency in communication is a priority for any large-scale multi-location business.

Customer Service 57

Customer Service Multi-Channel Call Recording System 57

AWS Machine Learning

MARCH 15, 2024

This traditional approach poses several challenges: it heavily depends on manual processes, struggles to efficiently scale with increasing customer demands, introduces the potential for human errors, and operates within specific hours of availability. Solution overview The following diagram illustrates our solution architecture.

Interaction 114

Interaction e-support Policies Multi-Channel 114

ECXO

APRIL 29, 2024

Businesses, large and small, have always recognized the importance of treating their customers right. Imagine a single solution, a magical tool, a secret sauce, that can solve all the challenges related to customer experience in one fell swoop. Communication is the heart of customer experience. And the customer was king.

Chatbots 95

Chatbots Technology Innovation Interaction 95

Kustomer

JUNE 27, 2022

Innovative perspectives and solutions are necessary to expertly navigate this altered, ever-evolving terrain. High-quality software solutions and tools are versatile and can be used across industries such as healthcare, education, retail, e-commerce, and finance, as well as anything in-between, that necessitates customer communication.

Software 98

Software Tools Customer Service Self Service 98

Magellan Solutions

MARCH 19, 2024

Do you want to experience a transformation in business performance by enhancing your back-office operations? The efficiency of back-office operations can make or break a business’s success. The back office meaning often gets overshadowed amidst the buzz of customer interactions. increase in customer satisfaction, a 5.4x

Examples 52

Examples Financial Competitive Advantage Resources 52

Magellan Solutions

NOVEMBER 27, 2023

In a world of choices, attention is crucial for your business to stand out. Imagine your business on a stage with your valued customers in the audience. The goal is for customers to see your business as excellent and become passionate advocates. Think of proactive communication as a friendly chat that your business starts.

Customer Service 52

Customer Service Exceptional Customer Service Customer Satisfaction Customer Centricity 52

SurveySensum

FEBRUARY 20, 2024

That feeling is what businesses aim to achieve in order to keep customers happy and satisfied and keep coming back for more. It’s about creating an experience that leaves your customers feeling like they’ve had the best experience every time they interact with your business. How does it make you feel? So, are you ready?

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SurveySensum

FEBRUARY 20, 2024

That feeling is what businesses aim to achieve in order to keep customers happy and satisfied and keep coming back for more. It’s about creating an experience that leaves your customers feeling like they’ve had the best experience every time they interact with your business. How does it make you feel? So, are you ready?

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SurveySensum

FEBRUARY 14, 2024

As someone who’s been in the Customer Experience field for years, I can tell you that the secret sauce to a successful business is understanding your employees. It’s like a gold mine of insights that can propel your business to new heights. In fact, companies with engaged employees outperform those without by 202%.

Tools 52

Tools Feedback Analysis Survey 52

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. The training should cover a range of topics, such as customer service skills, communication skills, product knowledge, and technical skills.

Contact Center 84

Contact Center Gamification Training Chatbots 84

SurveySensum

FEBRUARY 26, 2024

I’ve always believed in the power of employee feedback to drive business success. From how satisfied they are with the tasks to how they feel about communication in the office, the pulse survey covers all the aspects of employee engagement. Are you actively listening to the voices of your employees about your company?

Tools 52

Tools Survey Employee Engagement Culture 52

SurveySensum

JANUARY 12, 2024

And as consumers are increasingly seeking meaningful engagements, businesses must incorporate empathy and personalization into their customer feedback mechanisms. By examining real-world examples and best practices, this article serves as a guide for businesses looking to improve their customer experience.

Feedback 52

Feedback Engagement Strategy Customer Journeys 52

SurveySparrow

JUNE 20, 2023

Voice of Customer programs are like a trusty GPS to navigate the tricky and ever-shifting landscape of customer preferences. For businesses seeking to enhance their customer experience, a Voice of the Customer program can provide the exact direction and understanding they need to make informed decisions.

Voice of Customer 52

Voice of Customer Customer Journeys Omni-Channel Strategy 52

GetFeedback

JANUARY 6, 2020

What appears to matter more is consistency across the journey stages and thoroughness of implementing journey mapping practices. Let’s start with some basics about what it means to be a business-to-business (B2B) and business-to-consumer (B2C) company. . I’ll discuss personas in more detail below.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

BirdEye

MARCH 24, 2023

In today’s fast-paced, ever-changing business landscape, staying ahead of the game requires more than just a good idea and a solid product. To succeed, businesses must have a comprehensive and strategic approach to business development.

Return on Investment 98

Return on Investment Social Media Sales Metrics 98

SurveySensum

JULY 20, 2023

H&M would literally lose some business. Recently, I went to H&M, my favorite brand, to snag a new pair of jeans. After some browsing, I stumbled upon a cool-looking pair, but here’s the kicker: they only had it in size 30, and I needed a size 32. So, I asked a salesperson to help me. Sounds like a plan, right?

Retail 52

Retail Feedback How To Self Service 52

West Monroe

SEPTEMBER 14, 2022

The healthcare industry provides a stark reminder of both sides of that transformation, where monolithic operating models and outdated tools and systems persist alongside some of the latest technologies and most nimble practices. 7 steps to building a digital healthcare payer organization.

Healthcare 52

Healthcare Self Service Insurance Customer Journeys 52

NobelBiz

MAY 22, 2022

As a response to the pandemic lockdowns, call center businesses rushed to move their operations to the cloud and implement work-from-home systems ASAP. The 2020 pandemic started a cascade of unforeseen changes and transformations that radically changed the contact center world. However, this proved to be a double-edged sword.

Call Center 52

Call Center Management Contact Center Gamification 52

Kustomer

JUNE 10, 2021

For nearly 30 years, experts in the CX industry have heard rumors that voice as a communication channel is dead and useless for navigating customer problems. For nearly 30 years, experts in the CX industry have heard rumors that voice as a communication channel is dead and useless for navigating customer problems.

Contact Center 97

Contact Center Consumers Interaction CRM 97

West Monroe

JANUARY 23, 2022

The utility business model is changing in response to political, environmental, consumer, and cybersecurity pressures. Distribution automation—along with substation-automation and numerous other grid enhancements—requires utilities to improve the digital enterprise.

Transportation 40

Transportation Telecommunications Analytics Wireless 40

Amity

MAY 6, 2018

Above all, onboarding is a process, one which is full of constant communication, feedback and performance measurement - all keys to loyalty and success. The first 90 days of implementation are critical. Customer adoption is triggered before the initial purchase even happens, and it continues beyond implementation and onboarding.

Self Service 96

Self Service Training Customers Roadmap 96

Kustomer

JULY 8, 2021

Darryl has been involved with AI for years and is an expert at teaching leaders how to fully integrate these new systems into everyday operations. What would the world be like if AI were to be completely integrated into business practices? The AI used in most businesses today is there simply to help the customer and the agent.

Contact Center 98

Contact Center Self Service Consumers Examples 98

Amity

JANUARY 11, 2018

Founded in 2011, with offices in Edmonton and Toronto, Jobber Software has helped thousands of home service businesses be more successful. It started with me and then slowly, as we kept adding people, I navigated towards a Supervisor role which was still very hands on. Can you tell us about your responsibilities at Jobber?

Customer Success 94

Customer Success Abandon Rate Culture Customers 94

Bold360

DECEMBER 1, 2016

CX software aids companies in offering more personalized experiences and more accessible customer service through self-service functionality and rich support portals that grow and evolve with the business to adapt readily to customers’ needs, helps to reduce lengthy wait times when customers contact call centers, and much more. Anna Morrish.

Software 40

Software Customer Experience Company CRM 40

SmartKarrot

JUNE 11, 2023

The goal of organized project management is to execute the project in the most efficient way through the right use of resources, delegation, communication, and prioritization. Whether you are from a hi-tech industry or not, project management is the fundamental building block to any company’s operation. Is it still as efficient?

Software 10

Software Tools Roadmap System 10

RapportBoost

DECEMBER 10, 2018

From authoring and leading a customer experience program, to journey mapping, to managing a complex contact center, Nate is always learning new things and sharing with the CX community. Did you miss this Customer Experience Update Webinar from the end of November? No worries! Here’s the archived version.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40