DCX

DECEMBER 24, 2024

The DCX 2024 Year in Review As 2024 comes to a close, I’ve been thinking about the incredible journey we’ve shared this year. Mark Top 10 DCX Articles of 2024 #1 #2 #3 #4 #5 FREE FOR THE HOLIDAYS! Each email comes with practical tips and challenges that I could apply immediately in my day-to-day interactions.

Course 52

Course Social Media Roadmap Leadership 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 Roadmap 52

DCX

OCTOBER 20, 2024

If you’re serious about getting everyone on the same page, this is your roadmap! Zoom in: Amazon launched Rufus, a chatbot, in early 2024. They’re keeping an eye on how users interact with Lily and want to make future conversations longer, more expressive, and maybe even more personal.

Video 52

Video Chatbots Customer Centricity Trends 52

CSM Magazine

OCTOBER 24, 2024

In 2024, the top AI technologies utilised by UK online retailers included: Gen AI for translations and copy writing – 57%; AI trained and powered customer service chat bots – 43%; gen AI for marketing content – 33%; AI informed product search – 31%; and AI for cleaning and enriching product data – 25%.

Ecommerce 52

Ecommerce Roadmap Retail Chatbots 52

DCX

OCTOBER 20, 2024

If you’re serious about getting everyone on the same page, this is your roadmap! Zoom in: Amazon launched Rufus, a chatbot, in early 2024. They’re keeping an eye on how users interact with Lily and want to make future conversations longer, more expressive, and maybe even more personal.

Video 52

Video Chatbots Customer Centricity Trends 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

eglobalis

SEPTEMBER 19, 2024

Create Clear Roadmaps: Developing roadmaps that connect individual roles with company and customer outcomes increases engagement. Companies that invest in training programs see improvements not only in employee satisfaction but also in the quality of customer interactions.

Customer Experience 297

Customer Experience Leadership Innovation Roadmap 297

ChurnZero

DECEMBER 19, 2024

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. Here’s who they are, and how they did it.

Customer Success 52

Customer Success Meeting Self Service ROI 52

DCX

NOVEMBER 10, 2024

If you’re serious about getting everyone on the same page, this is your roadmap! Create a seamless journey where every interaction feels connected, not fragmented. Why this matters: Customers today prioritize human interactions—friendly, positive exchanges that go beyond just delivering a product or service.

Customer Journeys 52

Customer Journeys Customer Centricity Trends Innovation 52

DCX

OCTOBER 13, 2024

IntentCX promises to move past that by: Personalizing service: It uses real customer data to offer AI-driven, tailored solutions, both automating interactions and supporting live agents. If you’re serious about getting everyone on the same page, this is your roadmap!

Video 52

Video Customer Centricity Roadmap Course 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. Each email comes with practical tips and challenges that I could apply immediately in my day-to-day interactions. Course Details “What stood out was how action-oriented the course is.

NPS 52

NPS Gamification Effort Score Customer Centricity 52

DCX

DECEMBER 1, 2024

Consider personalizing interactions, adding a human touch, or crafting delightful surprises. Pick one area—like email, loyalty programs, or chatbot interactions—and find a way to make it more personal and unexpected. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for.

Fashion 52

Fashion Culture Trends Connections 52

DCX

DECEMBER 22, 2024

Let’s dig in and see how we can make every customer interaction a win. From Guessing to Knowing How it works: Advanced AI tools turn every interaction into a nugget of insight, building detailed profiles for each customer. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for.

Retail 52

Retail Self Service Tips Customer Centricity 52

DCX

NOVEMBER 17, 2024

Next-level CX tips Use AI to personalize: AI can sift through data and help you customize customer interactions in ways that feel magical. Stay curious: Even if smart glasses aren’t in your wheelhouse, this is a great example of how tech can transform customer interactions. Are there points where friction creeps in?

Social Media 52

Social Media Leadership Customer Centricity Tips 52

InMoment XI

AUGUST 16, 2024

When digital tools are integrated into customer-facing processes, such as service delivery, communication channels, and support systems, businesses can offer faster, more personalized, and consistent interactions. InMoment has created a digital transformation roadmap to help you create successful digital experiences in your organization.

Strategy 195

Strategy Customer Journeys Omni-Channel Technology 195

InMoment XI

OCTOBER 3, 2024

You can personalize your interactions by remembering key details about their business and showing genuine interest in their success. However, if the account managers are informed about the product development roadmap, they will know when it is appropriate to start promoting new products or features. Accessed 9/19/2024.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

InMoment XI

OCTOBER 9, 2024

Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention. Leverage interactions with customers via live chat. Data from live chat interactions presents opportunities to learn about customer expectations, including common complaints or remarks.

Feedback 195

Feedback How To Social Media B2C 195

InMoment XI

SEPTEMBER 3, 2024

When you analyze the natural language interactions between customers and an organization, conversational analytics unlocks a wealth of insights that can be used to resolve issues faster, enhance agent performance, reduce costs, and demonstrate the value of customer service investments. Why is Conversational Analytics Important?

Analytics 195

Analytics Data Social Media Average Handle Time 195

CSM Magazine

NOVEMBER 13, 2024

’ The webinar, scheduled for 19 November 2024, will explore how contact centres can embrace an AI-powered, agentless model to enhance customer satisfaction, reduce churn, and significantly scale operations. The webinar is taking place on 19 November 2024 at 14:30 GMT. To register, click the following link: Online (Zoom).

System 52

System Roadmap Customer Satisfaction Industry 52

Optimove

NOVEMBER 26, 2024

This blog addresses those questions and provides a roadmap for building best-in-class post-purchase journeys. In fact, according to the Optimove Insights Report on Consumer Shopping Intentions for Holiday 2024, email is the preferred channel selected by 59% of respondents. What Deliverables and Roadmap Should Marketers Expect?

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

Gainsight

JANUARY 10, 2025

However, the 2024 CS Index revealed that AI has become essential. Focus on High-Value Activities: By offloading routine interactions to digital channels, teams can dedicate more time to strategic planning and relationship-building. Learn More To explore the full findings and insights, check out the Customer Success Index 2024.

Trends 52

Trends Report Self Service B2B 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 86

e-support Customer Centricity Apparel Leadership 86

InMoment XI

APRIL 3, 2024

The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action. But where customer experience takes every interaction into account, the digital experience focuses more specifically on those interactions that occur with digital touchpoints.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

ChurnZero

MARCH 7, 2025

At ZERO-IN 2024, Higher Locic ‘s Heather Wendt gave an excellent presentation on the steps of building a community and amplifying its networking effects and business impact. 3: Customer marketing: A community helps identify champions, supports upsell/cross-sell opportunities, and provides feedback for your product roadmap.

How To 52

How To Roadmap Self Service Gamification 52

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

CSM Magazine

JANUARY 27, 2025

Founded in January 2024 by Michael Woo and Soham Waychal, Applied Labs emerged from their firsthand experience with AI applications at Scale AI, where they recognized how much time was spent on critical yet repetitive support interactions and ops workflows. This latest round brings the total raised by Applied Labs to $5.2

Roadmap 52

Roadmap Omni-Channel Knowledge Base Interaction 52

rethinkCX

FEBRUARY 23, 2025

Imagine a world where every customer interaction feels effortless, personal, and predictive. From AI-driven personalization to community-powered loyalty, these trends arent just buzzwordstheyre your roadmap to staying ahead. By 2025, 50% of interactions will occur outside traditional websites, pushing brands to unify their CX.

Trends 52

Trends Customer Experience Omni-Channel How To 52

delighted

APRIL 26, 2024

With this feedback in mind, we focused our Q1 roadmap on bridging that gap and transforming Delighted Surveys into a guided survey experience. We’ll also give a Delighted CX platform update and share our live Q2 roadmap. Take a peek at our roadmap ! The post Delighted Q1 2024 Product Recap appeared first on Delighted.

Roadmap 59

Roadmap CRM Survey Tools 59

ChurnZero

DECEMBER 6, 2024

These outcomes include: Roadmaps for designing and developing future CS programs. At ChurnZeros ZERO-IN 2024 conference, speakers Alex Turkovic and Dan Ennis shared a new way to look at building a digital CS program. Engagement: How customers interact with your attempts to engage. Reduced costs across the board.

Customer Journeys 52

Customer Journeys Customer Success Touchpoint Social Media 52

delighted

AUGUST 6, 2024

Interactive demo: Explore this quarter’s product updates We consolidated the previous quarter’s product updates into a few interactive slides – take a live tour of the Q2 updates and click the circles to experience the changes for yourself. If you’re curious about what we’re working on in Q3, take a peek at our product roadmap !

Survey 52

Survey Roadmap Feedback User Experience 52

Lithium

JULY 2, 2024

Khoros Fresh Features Product Release & Roadmap Webinar Watch the latest Fresh Features Live Q&A to learn how you can deliver an unforgettable customer experience that closes the gap between automated and human interactions.

Self Service 52

Self Service Analytics Video NPS 52

DCX

JANUARY 19, 2025

With Flow, brands can create interactions that feel natural, breaking down barriers to customer trust and satisfaction. Source SX Live 2024: Binge-Worthy Support Insights Last October, the Support Experience Conference (SX Live 2024) brought together industry pros to share cutting-edge insights and AI innovations for support.

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

Horizon CX

APRIL 1, 2024

Customer journey mapping: The organization has a deep understanding of the customer journey and the touchpoints at which customers interact with the brand. Focus on the customer journey: Map out the customer journey and identify the key touchpoints at which customers interact with your brand.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

BirdEye

MARCH 6, 2025

Think of this as your roadmap to winning over potential customers. According to Birdeyes 2024 State of Online Reviews study, which analyzed over 150,000 businesses, an active and well-maintained online presence is a subtle nudge for customers who may not have previously considered your brand.

Tips 85

Tips Tools Social Media Multi-Channel 85

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. On the business side, AI works across our operations. Allison Ross, Sr.

Healthcare 59

Healthcare Social Media Net Promoter Score Insurance 59

CSM Magazine

OCTOBER 22, 2024

A Snapshot of Contact Centre Evolution As we come towards the last few months of 2024 and prepare to dive head-first into the New Year, it’s clear that contact centres are riding a wave of transformation.

Groups 52

Groups Roadmap Course Report 52