InMoment XI

AUGUST 16, 2024

A digital adoption strategy is a structured plan designed to ensure that new technologies, software, or digital processes are effectively implemented and fully utilized within an organization. This includes helping employees, stakeholders, or customers learn and integrate the technology into their daily workflows.

Strategy 260

Strategy Customer Journeys Omni-Channel Technology 260

ECXO

JUNE 19, 2024

Additionally, AI-generated prototypes can be used in virtual testing environments, allowing consumers to interact with and provide feedback on product concepts before physical prototypes are built. Similarly, VR can create virtual testing environments where consumers can interact with product prototypes and provide feedback.

Customer Experience 374

Customer Experience Automotive Fashion Innovation 374

Team Support

DECEMBER 20, 2023

Embrace Omnichannel Support In 2024, customers expect seamless support across various channels. Being a (metaphorical) mind reader isn’t only possible, but thanks to advances in technology, it’s now a customer expectation. Implementing robust feedback loops in 2024 is essential for gaining insights into customer experiences.

Omni-Channel 108

Omni-Channel Social Media Training Feedback 108

InMoment XI

AUGUST 13, 2024

This includes phone calls, emails, chat messages, and social media interactions. By adopting this technology, companies can stay ahead of the competition, make data-driven decisions, and continuously improve their operations. Conversation intelligence software is a critical tool for success in a world where every interaction counts.

Software 260

Software Social Media Analytics Return on Investment 260

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. In fact, 63% of CAB members said their top 2024 prediction was that businesses would put more strategic and bottom-line emphasis on expansion versus acquisition to drive revenue growth.

Customer Success 97

Customer Success Consulting Customers Leadership 97

ShepHyken

SEPTEMBER 8, 2024

Nine Areas of Focus for Improved Customer Service Training by Rolling Stone Culture Council (Rolling Stone) Because they have direct interactions with customers on a daily basis, a company’s customer service team plays a large role in that organization’s success. Our CX research finds that number to be closer to 70%.)

Customer Service 80

Customer Service Self Service Loyalty Programs Customer Service Training 80

Optimove

MARCH 26, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Optimove Connect 2024 served as more than just a conference; it was a place for inspiration, collaboration, and transformation in the realm of marketing. Optimove’s Rony Vexelman closes Connect 2024 with an invitation to Connect again in 2025.

Connections 64

Connections CRM Conference Touchpoint 64

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

Magellan Solutions

JANUARY 17, 2024

The future of outsourcing in 2024 has been a topic of much concern lately. trillion in 2024. If these problems continue, how will BPO companies maintain their competitive advantage in 2024? Being more adaptable and technologically advanced enables them to maintain their competitive advantage.

Company 52

Company Competitive Advantage Omni-Channel Telecommunications 52

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. Here are my top five picks from last week.

Customer Service 67

Customer Service Loyalty Programs Contact Center Financial 67

ECXO

APRIL 18, 2024

Mark your calendars: When: April 24th, 2024 Time: 5 PM CET | 4 PM GMT [link] [link] Reserve your spot now for this insightful discussion that promises to offer invaluable perspectives and strategies for navigating the evolving landscape of digital customer interactions.

Insurance 322

Insurance Consulting Travel B2B 322

ShepHyken

JUNE 17, 2024

They want to interact with brands, to be ‘part of the tribe and part of the team’. Consumer Insights: Customer Loyalty Has Changed by Anastasia Lloyd-Wallis (Jeweller) There’s been a significant shift in the focus of loyalty in the retail sector. Customers want to create an emotional connection with a business.

Customer Service 80

Customer Service Retail Competitive Advantage Loyalty 80

BirdEye

JULY 22, 2024

What happens when you blend cutting-edge technology with a relentless focus on customer feedback? We’re thrilled to announce that Birdeye has made waves in G2 Crowd’s Summer 2024 Reports by securing the top spot and winning multiple awards in several categories. You get Birdeye. This integrated approach drives growth and loyalty.

Report 59

Report Social Media Healthcare Customer Satisfaction 59

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry. What skills will help CSMs and individual contributors stand out in 2024?

Customer Success 52

Customer Success Trends Leadership Chatbots 52

NobelBiz

APRIL 8, 2024

It is with great pride that we announce that NobelBiz OMNI+ has been honored with the prestigious 2024 CUSTOMER Product of the Year Award, presented by TMC. This accolade is a testament to our relentless pursuit of excellence and our unwavering commitment to innovating the customer service technology landscape.

Contact Center 52

Contact Center Omni-Channel Innovation Call Center 52

Think Customers

JUNE 24, 2024

The yin and yang of people and technology was on full display. The one question on everyone’s mind, as it was at Internet World decades ago: “How do I integrate technology to innovate without damaging my brand, customer, or employee experience?” Technology alone is not the answer. “We

Conference 59

Conference Technology Meeting Contact Center 59

Gainsight

JUNE 25, 2024

With a mix of large group sessions and intimate breakout discussions, CxO EMEA provided a glimpse of what’s at the top of the to-do list for companies in Europe for the second half of 2024. The topic dominated our recent Pulse 2024 conference, and CS leaders in EMEA recognize the transformative power AI is having on their businesses.

Conference 40

Conference Fashion Innovation Customer Success 40

ShepHyken

JULY 21, 2024

Simon joins me today to talk about ServiceNow’s new Consumer Voice Report 2024, the ongoing decline of brand loyalty, what’s driving it, why “The future of customer experience is high-tech meets high-touch” and some of the biggest lessons coming out of the report.

Customer Service 83

Customer Service ROI Return on Investment Customer Journeys 83

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 260

Analytics Data Social Media Average Handle Time 260

ECXO

JUNE 25, 2024

Additionally, AI-generated prototypes can be used in virtual testing environments, allowing consumers to interact with and provide feedback on product concepts before physical prototypes are built. Similarly, VR can create virtual testing environments where consumers can interact with product prototypes and provide feedback.

Customer Experience 156

Customer Experience Automotive Fashion Innovation 156

ChurnZero

JANUARY 4, 2024

New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people. .

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

Forrester's Customer Insights

JULY 8, 2024

Generative AI is the most hyped technology for 2024, seemingly poised to change how we interact with technology and apparently upset every industry. So: Let’s Test It, In […]

Interaction 33

Interaction Innovation Technology Survey 33

BlueOcean

AUGUST 9, 2021

The adoption rate of new and evolving technologies accelerated at unseen speeds—resulting in 10 years’ worth of change within a mere 10 months. Contact center technologies are certainly in the mix of acceleration. We dug into their sentiments and expectations about the future of five key contact center technologies.

Contact Center 156

Contact Center Technology Self Service Analytics 156

Think Customers

FEBRUARY 13, 2024

If 2023 was a year of revelation, zeal, and anything-is-possible hopes for artificial intelligence’s potential, 2024 is shaping up as a year of action. 2024 is going to be a year of action,” said Cerise, who also serves as global head of RevGen , TTEC Engage. We’ve learned enough now to move toward acting.”

Contact Center 52

Contact Center Analytics Healthcare Trends 52

ShepHyken

APRIL 28, 2024

This article includes five ways to manage the VIP experience, and of course, there’s technology, personalization, and more. 3 Trends That Will Likely Dominate Customer Loyalty Programs In 2024 by Zsuzsa Kecsmar (Forbes) Loyalty programs are often recognized as a way to retain customers and let companies showcase their brand values.

Loyalty Programs 70

Loyalty Programs Customer Service Self Service e-support 70

DCX

AUGUST 18, 2024

Why it matters: As AI and data analytics rapidly advance, sports leagues, and businesses face both opportunities and challenges in maintaining the human element while leveraging technology's efficiency. Omnichannel potential: These technologies can be deployed across various touchpoints, from websites to VR environments.

Healthcare 52

Healthcare e-support Banking Financial 52

BlueOcean

NOVEMBER 13, 2023

As customer care teams start planning for 2024, we’ve seen how easy it can be to get stuck in a rut. What new trends and technologies are on their mind? And many businesses feel pressure to predict the where, when, and how of their customer interactions. How are other customer experience leaders delivering?

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

rethinkCX

JUNE 12, 2024

While Brand Ambassadors manage all interactions, this goes beyond customer satisfaction. Provide ongoing training and development opportunities to keep agents up-to-date with product/service knowledge, communication techniques, technology tools, and customer service best practices. phone, email, chat, social media, bots and AI).

Call Center 52

Call Center Management Abandon Rate First Call Resolution 52

CSM Magazine

NOVEMBER 1, 2023

With new technologies, increased competition, and higher customer expectation, the ability to deliver exceptional CX continues to be a challenge – so sitting still isn’t an option. For me, one of the standout sessions is set to be the interactive panel, “Creating Brilliant CX For Every Person, Everywhere, Every Time.”

Customer Experience 52

Customer Experience Customer Journeys Competitive Advantage Conference 52

InMoment XI

AUGUST 31, 2023

This year’s event is jam-packed with hands-on demonstrations, workshops, and interactive opportunities to help you extract tangible value from our speakers, as well as gain applicable knowledge for your experience programme. Integrated Insights : Delivering both leading innovative technology and strategic expertise to deliver ROI.

Conference 260

Conference Banking ROI Customer Voice 260

InMoment XI

JULY 11, 2024

Speech analytics is the process of analyzing recorded calls to gather customer information to improve communication and future interaction. It uses advanced technology to transcribe and analyze audio recordings. Speech analytics combines several advanced technologies to analyze spoken language. What is Speech Analytics?

Analytics 260

Analytics Contact Center e-support Healthcare 260

ShepHyken

FEBRUARY 18, 2024

They are often used interchangeably by businesses, but understanding the difference is crucial for businesses looking to thrive in 2024 and beyond. It’s the interactions customers have with employees – all employees. Those interactions can include human-to-human and everything else (website, opening a package, etc.).

Customer Service 62

Customer Service Net Promoter Score Loyalty Programs Gamification 62

DCX

JULY 7, 2024

On July 10 from 11-12 ET, I’ll be joined by an esteemed group of experts working at the edges of CX: Sam Stern , Kiki Chocklett , and Bill Saylor , to talk about what customers want in 2024 and 2025. Staying on top of the latest CX trends is tough, especially with how AI is transforming the field.

Healthcare 52

Healthcare Case Study Study Feedback 52

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

ShepHyken

SEPTEMBER 17, 2024

Why is transparency when using AI in customer interaction? Technology plays a significant role in meeting these expectations by providing faster service across multiple channels. Transparency is key when it comes to customer interaction. How can AI enhance customer service experience? It will disrupt job roles.

Customer Expectations 80

Customer Expectations Multi-Channel Social Media Customer Satisfaction 80

InMoment XI

FEBRUARY 7, 2024

According to a recent report, 81% of consumers plan to travel the same amount or more in 2024, compared to 2023. Integrated CX consolidates customer signals from a whole host of sources, including transaction history, reviews, surveys , website activity, and social interactions (among others). Travel Trends 2024. ( [link] ).

Hotels 260

Hotels Guest Experience Travel Chatbots 260

DCX

AUGUST 4, 2024

We'll explore Chase's "Branch Garage" concept, which aims to blend the best of digital and human interaction. These stories aren't just about technology. They're about trust, authenticity, and the future of human interaction in a digital world. Why are we adopting these technologies? Smile" AI in Japan. Dine and Dash 2.0

Contact Center 52

Contact Center Banking Return on Investment Innovation 52