ECXO

OCTOBER 5, 2023

In-depth Understanding of CX and AI Connection : Practical Examples : Delve into practical examples to understand how these emerging technologies can serve as a precursor to fully automated models using AI. Together, we will shape interactions, build trust, and create a lasting impact on our global CX community. Join us today!”

Survey 371

Survey Net Promoter Score NPS Exercises 371

InMoment XI

JUNE 5, 2024

InMoment is excited to announce its recognition as a Leader in the Forrester Wave : Text Mining and Analytics, Q2 2024. This placement highlights our fierce commitment to innovation, customer satisfaction, and delivering future-proof technological solutions—no matter your business needs.

Analytics 195

Analytics Effort Score Social Media Innovation 195

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 313

Insurance Consulting Travel B2B 313

eglobalis

DECEMBER 4, 2024

In 2024, a bold and controversial claim suggested that customer experience (CX) would become irrelevant by 2030. CX is far from deadit is transforming, as all aspects of business do, but its relevance endures as long as businesses are built around human interaction and relationships.

B2B 320

B2B Culture Government Innovation 320

SaleMove

DECEMBER 22, 2023

See 3 top trends for financial institutions in 2024 including delivering value with technology, generative AI, and the value of a unified interaction platform. The post Delivering Value and Efficiency Through Interactions appeared first on Glia Blog | Digital Customer Service Explained.

Interaction 108

Interaction Financial Trends Technology 108

InMoment XI

NOVEMBER 26, 2024

This often stems from poor internal communication, outdated technology, or inefficient processes. Customer journey maps may also be called customer interaction maps, customer corridors, or service blueprints. It will look different from a current state journey map because it shows how interactions could be improved.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

DECEMBER 6, 2024

These providers manage interactions across various channels, including customer support, social media, live chat, email, and technical support. Access to Expertise and Technology : Customer experience outsourcing partners bring specialized knowledge, cutting-edge tools, and best practices that might not be available in-house.

Self Service 195

Self Service Customer Experience Resources Effort Score 195

InMoment XI

DECEMBER 17, 2024

As your company begins to scale customer experience operations, it is possible for silos that cause different departments to use separate technologies and focus on different metrics, which fragments your understanding of the customer experience. Supercharge Post-Service Customer Interactions 85% of your data is unstructured.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

ECXO

JULY 26, 2023

Insights on identity, interactions, behaviour and attitudes that help you identify, and predict, CX issues and opportunities. Real-time data analytics and CDP adoption are gaining traction in Europe and across the globe IT leaders last year told IDC that investing in technology to achieve real-time decision making was a top priority.

Data 295

Data Analytics Touchpoint Customer Service Representative 295

Optimove

DECEMBER 14, 2023

Enhance your customer segmentation with our advanced guide Download Now Informed by our work with thousands of marketing experts representing 1,200+ brands and exclusive insights from our surveys of more than 2,000 consumers, here are the pivotal latest marketing trends we see shaping the landscape in 2024.

Trends 119

Trends Marketing Video Consumers 119

Totango

MAY 15, 2024

This bold statement, shared during a keynote at the recent Technology Services Industry Association (TSIA) World INTERACT conference in Orlando, set the stage for a series of thought-provoking discussions and insights from industry leaders. “AI may not replace me, but AI will definitely change the way I work.”

Interaction 107

Interaction Customer Success Conference Industry 107

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 Customer Satisfaction 108

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

InMoment XI

AUGUST 9, 2024

Customer Experience (CX) refers to the overall impression and perception a customer has about a company or brand based on their interactions throughout the entire customer journey. This includes all touchpoints and interactions a customer has with a business, from initial awareness and consideration to purchase, use, and after-sales service.

Customer Experience 221

Customer Experience Customer Journeys Effort Score Net Promoter Score 221

InMoment XI

JULY 25, 2024

Where a customer experience is defined as how customers feel about their collective experiences and interactions with a company, the contact center experience encompasses how customers feel about their interactions with an organization’s contact center. What Is a Contact Center Experience?

Contact Center 195

Contact Center Contact Center Software Self Service Analytics 195

InMoment XI

OCTOBER 8, 2024

Customer experience improvement refers to enhancing the interactions and overall satisfaction a customer has with your business across all touchpoints. A customer experience improvement program is a structured initiative designed to enhance the interactions a customer has with a brand. What is Customer Experience Improvement?

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

InMoment XI

DECEMBER 3, 2024

Organizations advance to the final stage by leveraging the entire workforce and advanced technology. The Impact of AI AI is transforming the way businesses interact with customers. For example, companies moving from “Mobilize” to “Scale” expand the scope of their VoC program with the help of technology. Accessed 11/28/2024.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

InMoment XI

OCTOBER 24, 2024

A customer engagement platform is a tool that allows businesses to interact with customers on different platforms, all in one place. Customer engagement platforms consolidate customer data into one location and provide tools to engage customers consistently and personally, regardless of how they interact with your business.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

NobelBiz

JANUARY 3, 2024

Outbound call centers are evolving rapidly, driven by technological advancements and changing market dynamics. In 2024, several key trends are set to redefine the landscape of these centers. In 2024, we’re witnessing AI’s integration into deeper levels of call center operations.

Call Center 105

Call Center Trends Contact Center Contact Center Software 105

InMoment XI

OCTOBER 4, 2024

It’s a journey encompassing every point of interaction with your brand, from the initial awareness to leaving an online review. Customer Experience (CX) is the overall perception someone has of your brand based on their thoughts and feelings after each interaction with your business. It enables continuous improvement.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Kayako

AUGUST 12, 2022

The pandemic pushed late adopters into new ways of shopping and interacting. eMarketer estimates that by 2024 almost 20% of total retail sales will be via eCommerce, and that estimate does not include travel and event ticketing or restaurant food delivery. American Express refers to this as humanizing interactions.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

TechSee

NOVEMBER 11, 2019

Smart Home technology is expected to become a $151.4 billion market by 2024. Online troubleshooting wizards and how-to videos are both useful resources but they lack the interactive dimension that is at the core of effective self-service delivery. Leading manufacturers are already making use of this technology.

Self Service 138

Self Service Technology Wireless eBook 138

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 195

Strategy Customer Journeys Omni-Channel Technology 195

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

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 195

Software Social Media Analytics Return on Investment 195

InMoment XI

OCTOBER 23, 2024

Customer experience in banking refers to the thoughts, opinions, and feelings customers have about every interaction with your financial institution. From visiting your physical branch to paying an electricity bill through your app, each interaction with a touchpoint contributes to a customer’s perception of your business.

Banking 195

Banking Customer Experience Effort Score Financial 195

ShepHyken

FEBRUARY 12, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How is artificial intelligence used to improve customer interactions in contact centers? What are the challenges in finding the right balance between technology and human support in customer experiences?

Self Service 159

Self Service Contact Center Customer Service Representative Healthcare 159

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

InMoment XI

OCTOBER 31, 2024

You can measure AES by surveying agents on how much effort they have to put into customer interactions. Offer multiple interaction channels to customers so they don’t have to rely on calls alone. Companies using AI-powered automation are cutting repetitive tasks by 40%, so it makes sense to invest in this technology.

Call Center 195

Call Center Metrics Self Service Effort Score 195

InMoment XI

APRIL 3, 2024

The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action. But with the advent of the information age and the communication technologies that support it, a new facet of customer experience has emerged: digital experience. Why is Digital Customer Experience Important?

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

Lumoa

FEBRUARY 14, 2024

It starts even before a consumer has their first interaction with your company and is an ongoing process that continues even after a sale has been made. While your customers should find familiarity in their interactions with your company, the relationship should never stagnate. Fine-tuning your CX elements is a constant exercise.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

TechSee

JUNE 25, 2024

These advancements are not just technological breakthroughs. Sophie AI: Visual Intelligence (VI) Modeling Improved Automated Modeling One of the most powerful ways to train AI for service and CX automation is to train the AI using your own CX and service interactions.

Self Service 124

Self Service Analysis Training Insurance 124

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

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 195

Conference ROI Banking Customer Voice 195

InMoment XI

OCTOBER 9, 2024

Leverage interactions with customers via live chat. Data from live chat interactions presents opportunities to learn about customer expectations, including common complaints or remarks. 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

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 195

Hotels Guest Experience Travel Social Media 195

Lumoa

JANUARY 24, 2024

In 2024, delivering quality CX is so critical to business success that no Customer Experience Officer (CXO) can afford to overlook it. Enriching the Customer Journey : Every piece of feedback is an opportunity to refine the customer journey, making each interaction more meaningful and satisfying. The result?

Analytics 195

Analytics Feedback Net Promoter Score Analysis 195