ShepHyken

MAY 22, 2023

Generative AI and other forms of self-service provide a win-win solution for organizations and customers. To address the challenges of hiring and retaining the best people, organizations need to focus on operationalizing flexibility in remote and hybrid setups and personalizing career development. How does ChatGPT affect call centers?

Self Service 62

Self Service Net Promoter Score Customer Service Contact Center 62

SurveySparrow

NOVEMBER 1, 2021

People lost jobs, companies lost incredible talents, and everything came to a standstill. People want to get back to jobs, but as a better version of themselves. We, at SurveySparrow, are passionate about helping people find perfect jobs and this list of 25 top hr influencers is a result of that. 1 Kathleen Hogan.

Social Media 98

Social Media Tips Conference Leadership 98

West Monroe

OCTOBER 3, 2023

Companies are also grappling with increased salary costs as they compete for skilled talent in a high-inflationary environment. Outsourcing relieves talent challenges in a tight labor market, while giving existing employees new opportunities. Managed service providers do more than cut down on expenses.

Employee Experience 52

Employee Experience Government Healthcare Engagement 52

Clarivate

APRIL 26, 2023

We are happy to join the global celebration of World IP Day by spotlighting our women IP experts, whose ingenuity and talent pave the way to major breakthroughs. She honed her knowledge of business lawsuits and the strategy needed for IP assets to be commercialized and yield revenue expectations from R&D, marketing and brand promotion.

Innovation 52

Innovation Culture Industry System 52

CloudCherry

JULY 25, 2018

Read on for our summary of the report, including key takeaways to consider when developing a plan for improving your organization’s customer experience, use of technology, and operational strategies. Iconic firms often deploy “next-generation self-service, loyalty program management, and ‘voice of the customer’ survey analytics.”.

Technology 170

Technology Brands Customer Experience Omni-Channel 170

CSM Magazine

NOVEMBER 14, 2023

Faced with this dramatic rise in AI-driven tech for customer service, you might expect the number of agents to decrease but therein lies an interesting paradox. AI is going to impact customer service agents, but not in the way most people probably think. Next, encourage team members to share their own coping strategies.

Self Service 52

Self Service Average Handle Time Contact Center Training 52

North Highland

MAY 23, 2019

Four Keys to Grid Modernization Powered by Your People. digitally-enabled and sustainable energy provisioning strategies, data visualizations, smart meters, microgrids, advanced analytics, product innovations, etc.), People are the heartstrings, lifeblood, and ambassadors of your business.

Competitive Advantage 75

Competitive Advantage Resources Hospitality Financial 75

BirdEye

AUGUST 28, 2023

Having a social media profile is one thing, but successfully implementing a strong social media management strategy is a different story for a business. You want to be there with a social media strategy that puts your brand front and center. It’s making your brand the one people think of first when they’re ready to buy.

Social Media 52

Social Media Strategy Entertainment Multi-Channel 52

West Monroe

MARCH 23, 2023

There is less appetite for this strategy now, but value still needs to be created. Enhanced data analysis provides new opportunities for targeting and engaging with prospective and existing customers, helping to ensure that the right products are being placed in front of the right people for a higher ROI.

ROI 52

ROI Analysis Analytics Data 52

West Monroe

MARCH 23, 2023

There is less appetite for this strategy now, but value still needs to be created. Enhanced data analysis provides new opportunities for targeting and engaging with prospective and existing customers, helping to ensure that the right products are being placed in front of the right people for a higher ROI.

ROI 52

ROI Analysis Analytics Data 52

Magellan Solutions

MARCH 19, 2024

They provide the essential tools and resources for front-line teams to deliver exceptional products and services to customers. The front office is the rock star of customer service and revenue generation! The front office lays the groundwork for business growth through communication, concern resolution, and outstanding service.

Examples 52

Examples Financial Competitive Advantage Resources 52

C3Centricity

JUNE 28, 2018

The report concludes: The world’s most influential CMOs recognize that customer experience is the new brand, and inspire marketers everywhere to ask: How can we better know and serve our customers — not as a collection of data points, but as people? The mission should be played out in every product, service and communication that is launched.

Marketing 149

Marketing Analysis Brands ROI 149

C3Centricity

JUNE 28, 2018

The report concludes: The world’s most influential CMOs recognize that customer experience is the new brand, and inspire marketers everywhere to ask: How can we better know and serve our customers — not as a collection of data points, but as people? The mission should be played out in every product, service and communication that is launched.

Marketing 136

Marketing Analysis Brands ROI 136

PeopleMetrics

JANUARY 24, 2022

We made our first acquisition late last year when the extremely talented team from the Center for Strategy Research (CSR) joined PeopleMetrics. Yet, the CX industry largely has treated them the same as everyone else, using AI driven analytics and service recovery algorithms. Fire away those ad hoc surveys!

Trends 90

Trends Self Service B2B Roadmap 90

SurveySparrow

MAY 2, 2023

HR reporting and analytics are essential for managing its workforce effectively. The insights gained from HR reporting and analytics help organizations make data-driven decisions that improve employee engagement, retention, and performance. Top 5 HR Reporting and Analytics Tools 01.

Analytics 52

Analytics Report Data Strategy 52

ECXO

JUNE 20, 2023

Businesses that are doing good for the planet, people and society. It found that ‘consumers are shifting their spending toward products with ESG-related claims’ People are opening their wallets based on ESG criteria. These people also work for businesses buying from companies like for yours.

B2B 122

B2B Brands Innovation Government 122

Clarivate

MAY 3, 2023

We are happy to continue the global celebration of World IP Day by spotlighting our women IP experts, whose ingenuity and talent pave the way to major breakthroughs. Here is the story of Rosemary Bassilakis, Service Operations Associate Director at Clarivate. Strategy stimulates creativity and accelerates innovation.”

Meeting 52

Meeting Innovation Industry Leadership 52

CX Centric

MARCH 29, 2023

Our panel consisted of Jonathan Daniels(Customer Experience Coach, CX-Centric), Peter Dorrington (Chief Strategy Officer, Anthrolytics), and Alex Crossley (Sr Director Strategic Accounts, Alida). Peter Dorrington Peter is the Chief Strategy Officer for Anthrolytics. So their talent pool geographically has suddenly become much larger.

Employee Experience 52

Employee Experience Government Banking Customer Centricity 52

Kustomer

NOVEMBER 4, 2020

2020 brought huge changes to the business world and impacted customer service and operations across the board. Sales and CX teams are using business VoiP services equipped with AI to quickly address customer queries and improve their communication. Over 80% of companies who prioritize customer experience report an increase in revenue.

Omni-Channel 140

Omni-Channel Customer Experience Chatbots e-support 140

Gainsight

SEPTEMBER 28, 2022

To help ensure that customers view your products as vital to their own success, rather than trimmable “fat,” we’ve developed a Durable Growth Playbook , in which sales, product and customer success collaborate on a set of proven retention and expansion strategies. Go on Offense.

Customer Experience 52

Customer Experience Self Service Customer Success Sales 52

CSM Magazine

JUNE 16, 2022

For an industry often plagued by staff shortages, remote working instantly deepens the talent pool by opening the door to more people. Concerns over security and fraud, cited by 1 in 3 contact centres to be the greatest hurdle also inhibit adoption of remote working – especially in the financial services sector.

Self Service 52

Self Service Connections Analytics Tips 52

Dapresy

FEBRUARY 19, 2020

“And because of this, the vendor space to support it, both technology and services, continues to rapidly evolve. This convergence is not just about specific features and functionality of CX tools, it is about the convergence across the business – employee experience, customer insights, market research, data and analytics, and more.”.

Multi-Channel 94

Multi-Channel Software Report Analytics 94

West Monroe

FEBRUARY 21, 2022

We’ve identified three main focal points to accelerate the establishment of a patient-centric life sciences organization: strategy and structure; data and analytics; and products and platforms. Ultimately, this process should reflect a shift from selling products to providing services.

Healthcare 52

Healthcare Analytics Data Industry 52

SuiteCX

OCTOBER 4, 2017

According to E Consultancy, at least 50% of businesses are just starting to put together any kind of experience-based strategy. This means a new customer focus on ease of use, speed, choice, and service. In order to accomplish this, the company is required to re-think the way they develop and deploy their products and services.

Customer Journeys 100

Customer Journeys Customer Experience How To Net Promoter Score 100

SuiteCX

OCTOBER 4, 2017

According to E Consultancy, at least 50% of businesses are just starting to put together any kind of experience-based strategy. This means a new customer focus on ease of use, speed, choice, and service. In order to accomplish this, the company is required to re-think the way they develop and deploy their products and services.

Customer Journeys 100

Customer Journeys Customer Experience How To Net Promoter Score 100

Hero Digital

NOVEMBER 4, 2019

Arun will evolve Hero Digital’s data & insights strategy and capabilities in service to the company’s commitment to creating meaningful customer experiences. He will lead data strategy for Hero’s most complex clients to uncover CX opportunities that unlock new value and drive client business results.

Data 40

Data Multi-Channel Banking Analytics 40

CSM Magazine

OCTOBER 22, 2020

Jitender Mohan, Head of Customer Interaction Services at WNS explores how combining human workforces with artificial intelligence and digital tools can deliver a complete, omni-channel customer experience. While COVID-19 may be the reason for slower-than-usual customer service currently, it cannot be a long-term excuse.

Omni-Channel 52

Omni-Channel Tools Customer Experience Chatbots 52

Think Customers

AUGUST 18, 2021

To better understand this, let’s explore the 5 retail strategies that are defining the industry and unlocking success on all fronts. With post-pandemic online shopping increasing and deals running longer and earlier, consistent quality and service levels are essential to keep operations running smoothly and customers happy.

Retail 52

Retail Strategy Self Service Average Handle Time 52

ChurnZero

JANUARY 10, 2023

Demand for candidates with technical talent grows with product complexity. Companies with complex products and offerings are looking for candidates with prior development experience, advanced excel skills, and stronger analytical abilities. Companies are asking candidates to do more and come in with more experience, at all levels.

Trends 52

Trends Customer Success Self Service Travel 52

Customer Bliss

AUGUST 8, 2017

A key focus for his change leadership was to use customer insights, data analytics and digital channels to drive a significant improvement in customer and commercial outcomes. During his career, he has also held a number of non-executive roles with professional bodies and the financial services regulator. Go work it. Literal meaning?

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. The market has become more competitive, and people are demanding more quality and compliance. The days of just loading up a list and cold-calling people are gone.

Contact Center 52

Contact Center Strategy Call Center Multi-Channel 52

Think Customers

JANUARY 18, 2022

Customer service interactions can quickly evolve, requiring different channels and tools. Users don’t always want to speak to a human and being directed to self-service right from the start can reduce unnecessary friction. Contact center associates are the people that make customer service human. The best fit. Learn more.

Contact Center 52

Contact Center Chatbots Self Service Average Handle Time 52

West Monroe

JANUARY 24, 2023

To strike the right balance, we propose three digital-first strategies: Foster an environment that supports sustainable innovation Last year proved to be a course-correction for an industry that counts innovation as a core value: tech. What about the people who formerly performed those tasks?

Strategy 52

Strategy Innovation e-support Healthcare 52

Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. These processes and incentives affect how you grow your customers and engage them so that they stay with you and become a champion of your brand or service.

Strategy 111

Strategy Customer Experience Chief Customer Officer Call Center 111

West Monroe

JANUARY 25, 2023

By connecting people, processes and technology, private equity firms can maximize their portfolio companies’ value. Still, not all dealmakers add data analytics capabilities to assess portfolio performance in real-time. While bracing for a recession, it can become even more difficult. Leveraging data can help.

Analytics 52

Analytics Data Strategy Chatbots 52

Helpt

MARCH 8, 2023

In today's digital age, customers have extremely high expectations for high-quality technical support for the products and services they use. For example, in a survey conducted by Hubspot , they found that 58% of those surveyed said that they have higher standards for customer service now compared to a year ago.

Customer Satisfaction 52

Customer Satisfaction Culture First Call Resolution Study 52

West Monroe

SEPTEMBER 15, 2022

Whatever growth strategy they end up pursuing, private equity firms looking to stay resilient in a downturn will want to keep these five strategies top of mind. Build an aggressive deal strategy in adjacent markets. Product Development Strategy. Featured Content. Read More.

Culture 52

Culture Roadmap Strategy Leadership 52