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

DCX

SEPTEMBER 29, 2024

This week, I've got a fascinating mix of topics that reflect the dynamic landscape of customer experience and technology today. The New Frontier in Strategic Decision-Making Digital twin technology, powered by generative AI, is revolutionizing how companies make strategic decisions and enhance customer experiences.

e-support 59

e-support Customer Centricity Apparel Leadership 59

DCX

SEPTEMBER 29, 2024

This week, I've got a fascinating mix of topics that reflect the dynamic landscape of customer experience and technology today. The New Frontier in Strategic Decision-Making Digital twin technology, powered by generative AI, is revolutionizing how companies make strategic decisions and enhance customer experiences.

e-support 52

e-support Customer Centricity Apparel Leadership 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. The mortgage industry is increasingly leaning on AI to automate key back-end processes.

Healthcare 59

Healthcare Social Media Net Promoter Score Insurance 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

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

eglobalis

SEPTEMBER 19, 2024

While many companies focus on strategy, technology, and financial investment as the cornerstones of success, the critical yet often overlooked factor is the engagement and empowerment of employees. Create Clear Roadmaps: Developing roadmaps that connect individual roles with company and customer outcomes increases engagement.

Customer Experience 232

Customer Experience Leadership Innovation Roadmap 232

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

AWS Machine Learning

NOVEMBER 15, 2024

In business for 145 years, Principal is helping approximately 64 million customers (as of Q2, 2024) plan, protect, invest, and retire, while working to support the communities where it does business and build a diverse, inclusive workforce. At Principal, the roadmap indicates a commitment to delivering continual innovation.

Financial 112

Financial Groups Chatbots Self Service 112

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

NOVEMBER 10, 2024

If you’re serious about getting everyone on the same page, this is your roadmap! The new CX playbook: For CX pros, the key will be to monitor which technologies can actually improve engagement. Download the Free Guide Too Many Car Screens? Bring Back the Buttons!

Customer Journeys 52

Customer Journeys Customer Centricity Trends Innovation 52

InMoment XI

OCTOBER 9, 2024

Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention. This technology allows businesses to understand the reasons behind customer responses, ensuring that feedback is more detailed and actionable. Accessed 10/01/2024. Accessed 10/01/2024.

Feedback 195

Feedback How To Social Media B2C 195

ShepHyken

AUGUST 25, 2024

But, as with most technological improvements – there are pitfalls. This article shares the concerns you should consider when putting technology between your customer and a live support agent. This first is a focus on using technology (AI) to support the customer. It should support and augment it.

Self Service 85

Self Service Customer Service Chatbots Customer Centricity 85

InMoment XI

SEPTEMBER 3, 2024

A wealth of insights lies in the interactions between your organization and its customers; however, without specialized technology to analyze that data, those insights remain untapped. InMoment has been recognized as a leader in The Forrester Wave : Text Mining and Analytics Platforms for Q2 2024. filler words, irrelevant data).

Analytics 195

Analytics Data Social Media Average Handle Time 195

DCX

JULY 21, 2024

Balance technology with personalized human interactions. The bottom line: Intuit's success with AI-driven personalization provides a roadmap for CX professionals looking to enhance customer experiences through technology. Integrate education and sustainability into the customer journey.

Retail 52

Retail CRM Chatbots Customer Experience Professionals 52

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. That’s up from 11.1% last year, suggesting some leaders might need to trade their clipboards for a crash course in motivation.

Groups 52

Groups Roadmap Course Report 52

CSM Magazine

JULY 2, 2024

Enter ContactBabel’s latest report, ‘ The Inner Circle Guide to Customer Engagement & Personalisation 2024-25 ‘ This report is a true ‘treasure trove’ of insights that promises to encourage new thinking when it comes to how organisations can connect with their customers.

Loyalty 52

Loyalty Effort Score Roadmap Groups 52

Horizon CX

APRIL 1, 2024

Furthermore, insufficient investment in CX technology and resources can impede progress. This assessment provides valuable insights into current CX capabilities, identifies areas for improvement, and helps chart a roadmap for advancement.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

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. ” The post Inbenta Appoints Merlin Bise as Chief Technology Officer appeared first on Inbenta.

Roadmap 52

Roadmap Banking Leadership Technology 52

SurveySensum

SEPTEMBER 25, 2024

Did you know that in 2024, 88% of customers think customer service is more important than ever? Impact: Apple’s focus on design, innovation, and a supportive environment boosts customer loyalty and its reputation as a leader in both technology and service. Power’s 2024 North American Airline Satisfaction Study. Power’s 2024 U.S.

Customer Centricity 52

Customer Centricity Company Customer Service Airlines 52

InMoment XI

APRIL 3, 2024

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. And as digital communications channels continue to supplant traditional ones, even the most basic of interactions will soon depend at least partially on digital technologies.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

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 122

Roadmap Competitive Advantage Innovation Self Service 122

Clarivate

JUNE 21, 2024

AI and systematic literature reviews: potential benefits and use cases Good quality evidence is the hallmark of any successful roadmap to access. However, with the recent boom in Artificial Intelligence and Machine Learning (AL/ML) technologies, the way SLRs are conducted may be about to change considerably. References Cochrane, 2024.

Guidelines 81

Guidelines Handbook Study Government 81

DCX

JULY 9, 2024

As consumer behaviors evolve and technologies advance, even the most robust CX strategies require regular reassessment and refinement. How can we enhance the CX Flywheel to meet the demands of modern consumers and harness the full potential of emerging technologies? Let’s go! Share Customer experience isn't static.

Strategy 52

Strategy Effort Score e-support Self Service 52

Optimove

JANUARY 3, 2024

While 2024 has just begun, now’s the time to look ahead if you want to thrive in 2025. The Big Picture: In this post, we explore 14 strategic imperatives for success in 2025, based on the trends we’re currently seeing in 2024. This is a checklist to make sure you stay ahead of the curve.

Marketing 59

Marketing Customer Centricity Analytics Touchpoint 59

COPC

JANUARY 9, 2024

By adopting new technology and expanding our team’s capabilities, we’ve contributed to Mastercard’s overall growth and positioned the company among the leaders in the contact center industry. Lance Gruner: Looking ahead to 2024 and beyond, delivering best-in-class service efficiently remains a key objective.

Customer Experience 76

Customer Experience Net Promoter Score Guidelines Customer Care 76

Support EXP

FEBRUARY 8, 2024

While banking executives are breathing a collective sigh of relief that a major recession was avoided in 2023, they are still assuming a posture of cautious optimism about economic trends in 2024. This understanding is your roadmap to world-class performance in 2024 and beyond.

Data 52

Data Trends Competitive Advantage Financial 52

West Monroe

MARCH 7, 2024

updates address critical challenges in governance and supply chain The National Institute of Standards and Technology (NIST) made significant updates to its Cybersecurity Framework (CSF) on February 26, 2024. Keeping a roadmap and project list helps prioritize efforts, guide investments, and keep everyone informed. The NIST 2.0

Industry 52

Industry Healthcare Government Guidelines 52

InMoment XI

DECEMBER 7, 2023

The specific, contextual feedback that users provide in a PSAT survey helps to prioritize a roadmap of product improvements. This can involve adjusting staffing levels, providing additional training, or implementing new technologies to improve efficiency. 32 Customer Experience Statistics You Need to Know for 2024 ( [link] ).

Metrics 195

Metrics Net Promoter Score Measurement Effort Score 195

AWS Machine Learning

AUGUST 26, 2024

From the period of September 2023 to March 2024, sellers leveraging GenAI Account Summaries saw a 4.9% This feeds into our refinement process for existing summaries and plays a crucial role in prioritizing our product roadmap. increase in value of opportunities created. The impact goes beyond just efficiency.

Sales 112

Sales Multi-Channel Metrics Feedback 112

West Monroe

JULY 11, 2023

West Monroe supports more than 600 private equity transactions every year, performing buyside operational, technology, and market diligence and driving value creation efforts with management teams. Dhaval Moogimane: It remains uncertain how long these market conditions will last, with some optimism for a rebound in H2 and early 2024.

Trends 52

Trends Software Innovation Roadmap 52

CSM Magazine

JULY 7, 2022

In doing so, brands can facilitate a single streamlined experience that creates greater consistency and efficiency in each interaction across every business segment, function, and technology interface. Going after the lasted technology alone can’t solve your experience problems if you don’t know what those problems are in the first place.

Strategy 59

Strategy Brands Customer Journeys Employee Experience 59

West Monroe

DECEMBER 20, 2022

technologies will be significant to reaching sustainability targets. technologies to capture greater energy consumption granularity and leveraged IoT connectivity with power meters and predictive analytics to optimize energy cost. Green IT : Enterprise technology accounts for 1% of global greenhouse emissions. The result?

Metrics 52

Metrics Roadmap Leadership Analytics 52

West Monroe

DECEMBER 20, 2022

technologies will be significant to reaching sustainability targets. technologies to capture greater energy consumption granularity and leveraged IoT connectivity with power meters and predictive analytics to optimize energy cost. Green IT : Enterprise technology accounts for 1% of global greenhouse emissions. The result?

Metrics 52

Metrics Roadmap Leadership Analytics 52