DCX

OCTOBER 27, 2024

Mark Here are this week’s must-read links: Embrace the Right Kind of Friction Corporate's Hitting the Floor How USAA Is Innovating With GenAI Forrester’s 2025 CX Predictions The Three Laws of Human Behavior Feelings First: Why Emotions Are Your CX Superpower How to Train Every Department on Customer-Centricity: Make It Real for Them!

Customer Centricity 52

Customer Centricity Innovation Roadmap Tools 52

CSM Magazine

NOVEMBER 21, 2024

TTEC Digital Named Major Contender in Everest Group’s 2024 PEAK Matrix for Mid-market Digital Transformation Services. Earlier this year, TTEC was recognized as a Leader in Everest Group’s 2024 Customer Experience Management Services PEAK Matrix ® Assessment for the Americas. TTEC Holdings Inc.,

Case Study 52

Case Study Roadmap Innovation Contact Center 52

InMoment XI

JUNE 24, 2024

REPORT InMoment Named a Leader in The Forrester Wave : Text Mining And Analytics Platforms, Q2 2024 Learn how InMoment is pioneering innovative solutions for businesses to extract insights and drive meaningful change from their unstructured text data. They are riskier choices but might offer innovative solutions or cost advantages.

Analytics 195

Analytics How To Roadmap Knowledge Base 195

InMoment XI

OCTOBER 7, 2024

Discover These and Other Innovative Product Features The features unveiled today offer a glimpse into the innovative products and features currently available, as well as those on InMoment’s extensive innovation roadmap. Localized Reviews: Set a fixed local search radius across your locations.

Competitive Advantage 243

Competitive Advantage Innovation Comparison Roadmap 243

ChurnZero

DECEMBER 19, 2024

They’re creative, data-driven, customer-centric, innovative, and impactful. We’re delighted to introduce the winners of the 2024 ChurnHero Awards for customer success! 2024 Onboarding Hero: Ollie, a Next Glass company Ollie used ChurnZero journeys and plays to enhance their onboarding process for time-pressed customers.

Customer Success 52

Customer Success Meeting Self Service ROI 52

DCX

DECEMBER 29, 2024

For anyone looking to grow as a leader, a professional, or just as a human being, his philosophy offers a roadmap to clarity and purpose. This method helps balance immediate priorities with long-term innovation: Horizon 1: Focus on keeping your core CX running smoothly—address today’s pressing needs. What happens to them?

NPS 52

NPS Gamification Effort Score Customer Centricity 52

DCX

NOVEMBER 10, 2024

If you’re serious about getting everyone on the same page, this is your roadmap! In any experience, the balance between innovation and intuitive design is key. Customers expect innovation, but they also value privacy and data security. Download the Free Guide Too Many Car Screens? Bring Back the Buttons!

Customer Journeys 52

Customer Journeys Customer Centricity Trends Innovation 52

DCX

DECEMBER 22, 2024

Plus, as more brands test these innovations, CX teams get a chance to prepare for the operational shifts coming with this tech. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. ” to push Apple to innovate. Not All Smooth Sailing But it’s not all smooth sailing.

Retail 52

Retail Self Service Tips Customer Centricity 52

DCX

DECEMBER 1, 2024

If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. Differentiation comes from innovation led by what your customers actually value. Packed with actionable strategies, this guide shows how aligning team goals with customer needs drives real, measurable success.

Fashion 52

Fashion Culture Trends Connections 52

DCX

NOVEMBER 17, 2024

As a CX pro, this is your reminder to think about where you can innovate to deliver a smoother experience for your customers. If you’re serious about getting everyone on the same page, this is your roadmap! Joel Podolny , former dean of Apple University, explains how leaders use narratives to inspire and innovate.

Social Media 52

Social Media Leadership Customer Centricity Tips 52

Totango

FEBRUARY 12, 2025

Then, we accelerated our innovation by announcing Unison, our new AI-powered customer intelligence engine , made possible by an acquisition that augmented our team and tech stack. It takes two to tango The updated logo reinforces innovation and momentum, while clarifying that we support enterprise businesses and revenue leaders.

Brands 62

Brands Customer Success Roadmap Innovation 62

Gainsight

NOVEMBER 26, 2024

We can’t believe it’s been over a week since we gathered the Customer Success community at RAI Amsterdam for Pulse Europe 2024. And yes, I will say “AI” in this article as is the law in 2024. There were too many incredible moments with our community to remark on here—but let’s touch upon one more.

Conference 52

Conference Consulting Roadmap Customer Success 52

InMoment XI

SEPTEMBER 3, 2024

Whether it’s improving customer support, enhancing sales strategies, or driving product innovation, conversational analytics offers a wide range of applications and use cases that can significantly impact business outcomes. InMoment has been recognized as a leader in The Forrester Wave : Text Mining and Analytics Platforms for Q2 2024.

Analytics 195

Analytics Data Social Media Average Handle Time 195

DCX

SEPTEMBER 29, 2024

-Mark Free Access to this week’s Premium DCX Links Edition is Courtesy of Frost & Sullivan Executive MindXchange October 20-23, Frost & Sullivan’s Customer Contact West 2024 is hitting Tucson, AZ, bringing together CX leaders for some real talk and genuine connections.

e-support 86

e-support Customer Centricity Apparel Leadership 86

AWS Machine Learning

APRIL 22, 2024

This guide can be used as a roadmap for integrating generative AI effectively within sustainability strategies while ensuring alignment with organizational objectives. A roadmap to generative AI for sustainability In the sections that follow, we provide a roadmap for integrating generative AI into sustainability initiatives 1.

Roadmap 133

Roadmap Competitive Advantage Innovation Self Service 133

BirdEye

JULY 15, 2024

Birdeye View , a virtual conference scheduled for September 10th and 11th, 2024, addresses these critical areas by equipping local businesses with the knowledge and tools to harness the power of Artificial Intelligence (AI) and dominate their respective markets.

Social Media 59

Social Media Conference Automotive Competitive Advantage 59

Lithium

MARCH 5, 2024

Khoros Fresh Features Product Release & Roadmap Webinar : Join our upcoming Fresh Features webinar to learn about recent releases, new product enhancements, and future roadmap from the Khoros product team. Strategic Services Global Trend Round Up: 29th February 2024: Congrats everyone, we made it to March!

Self Service 52

Self Service Social Media Roadmap Insurance 52

Gainsight

FEBRUARY 7, 2024

That’s why here at Gainsight, we’re beyond thrilled to share our latest triumph: clinching the top spot in the Winter 2024 G2 Grid Report for Customer Success. As you can see below, Gainsight leads the category of Customer Success platforms in G2’s Winter 2024 Grid Report. Let’s break it down.

Report 52

Report Roadmap Innovation Software 52

DCX

JANUARY 19, 2025

Each link offers a unique lens on how to approach your work with purpose, whether you’re focusing on innovation, leadership, or simply nailing the details. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. What ties it all together? Which idea will you run with first?

Travel 52

Travel Customer Centricity Culture Brands 52

Lithium

APRIL 2, 2024

RECAP] Khoros Fresh Features Product Release & Roadmap Webinar : The following on-demand Q&A and accompanying resources are intended to summarize recent releases, enhancements, and current plans for Khoros products, functionality, and other services to help you unlock the full power Khoros has to offer.

Roadmap 52

Roadmap Metrics CRM Resources 52

Gainsight

OCTOBER 15, 2024

At Pulse Europe 2024 , happening on November 13–14, we’ll embrace this change together as a community dedicated to shaping the future of Customer Success. We have so many incredible sessions coming up at Pulse Europe 2024, but here’s a look at a couple of our early favorites. Why Attend Pulse Europe 2024?

Customer Success 52

Customer Success Conference Sports Leadership 52

DCX

OCTOBER 6, 2024

We'll also take a realistic look at how AI might shape CX in 2024 - there's reason to be excited, but also cautious. 2024 priorities: Most companies (56%) are planning a cautious expansion of AI, prioritizing data analytics (72%) and automation (60%). However, 12% are waiting for top-down guidance to steer their initiatives.

Leadership 52

Leadership Customer Centricity Touchpoint User Experience 52

DCX

OCTOBER 6, 2024

We'll also take a realistic look at how AI might shape CX in 2024 - there's reason to be excited, but also cautious. 2024 priorities: Most companies (56%) are planning a cautious expansion of AI, prioritizing data analytics (72%) and automation (60%). However, 12% are waiting for top-down guidance to steer their initiatives.

Leadership 52

Leadership Customer Centricity Touchpoint User Experience 52

rethinkCX

FEBRUARY 24, 2025

A 2024 survey found that 73% of consumers expect personalized experiences, and businesses that fail to adapt risk losing loyalty. Heres a glimpse: Strategic Planning : A fractional CX leader might audit your current customer journey, pinpoint friction, and craft a roadmap to boost satisfaction. Is Fractional CX Right for You?

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score e-support 52

BirdEye

SEPTEMBER 20, 2024

At Birdeye View 2024 , experts from various industries, including mortgage, healthcare, dental, property management, and storage, shared how AI is helping them navigate these turbulent times while driving operational efficiency and customer satisfaction. Mortgage industry The mortgage industry has been hit particularly hard in recent years.

Healthcare 59

Healthcare Social Media Net Promoter Score Insurance 59

Currency Alliance

DECEMBER 4, 2023

To consider a loyalty topic to be a ‘trend’, it needs to be on the roadmap during 2024 for at least 25% of leading loyalty programs and on the radar for at least 50% of companies. But in 2024, loyalty professionals will be shocked – albeit they should not be surprised – that many new multi-partner collaborations will be launched.

Loyalty 59

Loyalty Trends Data Marketing 59

DCX

SEPTEMBER 15, 2024

-Mark Enjoy Free Access to this week’s Premium DCX Links Edition, Courtesy of Frost & Sullivan Executive MindXchange From October 20-23, Frost & Sullivan’s Customer Contact West 2024 is hitting Tucson, AZ, bringing together CX leaders for some real talk and genuine connections.

e-support 52

e-support Healthcare Customer Journeys Roadmap 52

DCX

SEPTEMBER 15, 2024

-Mark Enjoy Free Access to this week’s Premium DCX Links Edition, Courtesy of Frost & Sullivan Executive MindXchange From October 20-23, Frost & Sullivan’s Customer Contact West 2024 is hitting Tucson, AZ, bringing together CX leaders for some real talk and genuine connections.

e-support 52

e-support Healthcare Customer Journeys Roadmap 52

DCX

SEPTEMBER 22, 2024

-Mark Free Access to this week’s Premium DCX Links Edition, is Courtesy of Frost & Sullivan Executive MindXchange ONE MONTH AWAY: From October 20-23, Frost & Sullivan’s Customer Contact West 2024 is hitting Tucson, AZ, bringing together CX leaders for some real talk and genuine connections.

Sports 52

Sports Social Media Roadmap Feedback 52

DCX

SEPTEMBER 22, 2024

-Mark Free Access to this week’s Premium DCX Links Edition, is Courtesy of Frost & Sullivan Executive MindXchange ONE MONTH AWAY: From October 20-23, Frost & Sullivan’s Customer Contact West 2024 is hitting Tucson, AZ, bringing together CX leaders for some real talk and genuine connections.

Sports 52

Sports Social Media Roadmap Feedback 52

DCX

SEPTEMBER 29, 2024

-Mark Free Access to this week’s Premium DCX Links Edition is Courtesy of Frost & Sullivan Executive MindXchange October 20-23, Frost & Sullivan’s Customer Contact West 2024 is hitting Tucson, AZ, bringing together CX leaders for some real talk and genuine connections.

e-support 52

e-support Customer Centricity Apparel Leadership 52

DCX

JULY 21, 2024

In the spotlight this week, I’m sharing a fascinating blend of innovation and human-centric approaches in the CX world. more on this below), find a comfy spot, and let's explore some fresh perspectives on blending tech innovation and human-centric design. So grab your favorite beverage (maybe a Nespresso? Happy reading!

Retail 52

Retail CRM Chatbots Exercises 52

DCX

DECEMBER 15, 2024

It’s all about finding the right balance—like blending innovation with empathy, keeping convenience simple (not overwhelming), and making sure we’re ethical while staying efficient. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for.

Chatbots 52

Chatbots Video Tips Customer Centricity 52

COPC

JANUARY 9, 2024

We ensured alignment by creating an employee brand book that encompassed communication guidelines, employee objectives and project roadmaps. Lance Gruner: Looking ahead to 2024 and beyond, delivering best-in-class service efficiently remains a key objective.

Customer Experience 74

Customer Experience Net Promoter Score Guidelines Customer Care 74

DCX

JULY 9, 2024

Get 30 day free trial Welcome to this week's DCX Newsletter Here's a sneak peek of what's in store: The CX Flywheel: A Refresher Ten innovative concepts to improve your CX Flywheel: Kickstarting Your CX Flywheel: From Theory to Practice The Payoff: Why Your Business Needs a CX Flywheel Your CX Flywheel Journey Starts Now Ready?

Strategy 52

Strategy Effort Score e-support Self Service 52

Inbenta

DECEMBER 21, 2023

DALLAS – December 14, 2023 –Inbenta, a conversational AI platform designed to optimize customer experience, today announced the appointment of Merlin Bise as Chief Technology Officer, effective January 1, 2024.

Roadmap 52

Roadmap Banking Leadership Technology 52

CSM Magazine

JUNE 25, 2024

Srikrishnan Ganesan, CEO & Co-founder, Rocketlane commented: “Our unique combination of high-velocity innovation and robust capabilities sets us apart, and has helped us consistently win large, forward-thinking customers, including public companies. This growth follows another significant milestone for the company.

Sales 52

Sales CRM Roadmap Software 52