NICE inContact

MAY 12, 2017

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. As each of these business functions reinvent themselves for a digital world, the impact of technologies like analytics, artificial intelligence and the Internet of Things will be felt across all of these processes.

Contact Center 120

Contact Center Connections Conference Case Study 120

ECXO

JUNE 23, 2024

This may involve investing in a robust customer relationship management (CRM) system, customer engagement platforms, and analytics tools to gain valuable insights into customer behavior and preferences. Driving Innovation: Feedback channels can serve as a source of inspiration for innovation. Educate your customers.

Customer Centricity 344

Customer Centricity Culture Customer Journeys Customer Satisfaction 344

Clarivate

JUNE 29, 2022

In today’s knowledge economy, the intangible assets that stem from the innovation process account for a significant portion of a company’s value. We discussed this topic in our recent IP Forum and continue the conversation here as part of our ongoing blog series. How collaborating with the IP function can drive innovation.

Innovation 52

Innovation Leadership Strategy Culture 52

GlowTouch

JANUARY 6, 2023

The Stevie Awards for Achievement in the Use of Data and Analytics in Customer Service Entry from GlowTouch. Digital innovations like our text analytics and customer sentiment analysis tool are a means of connecting data points with the human experience to better understand the “why” behind consumer preference and behavior.

Analytics 52

Analytics Data Customer Service Contact Center 52

Upstream Works

JULY 16, 2021

To address this, contact center leaders need to think about innovation and emerging technologies like Artificial Intelligence (AI) and how cloud-based contact center solutions enable them to keep pace. The focus of innovation isn’t on CX itself, but rather the various elements that incrementally improve customer service.

Contact Center 78

Contact Center Innovation Self Service Customer Journeys 78

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. According to a Salesforce’s connected shopper report , 79 percent of shoppers research a brand online before making a purchase in the store. Customer experience has not been left behind.

Technology 133

Technology Customer Experience Social Media Multi-Channel 133

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Michelle is an advocate for expanding ideation and innovation to your entire organization.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Clarivate

AUGUST 8, 2024

In this blog, we highlighted the seven data points that should form the backbone of a revenue-oriented IP strategy. Want to learn more about how Clarivate enriches global patent data to help organizations accelerate innovation? A surge in patents from smaller entities might indicate a growing area of innovation.

Strategy 59

Strategy Innovation Analysis Trends 59

inmoment

JUNE 28, 2019

What do you think of when you hear “radical innovation?” The theme of this year’s Forrester CXNYC conference was “Changing the Game—Leading Radical CX Innovation,” and since then, I have found myself thinking more and more about what radical innovation looks like in our space. The Inseparable Relationship Between CX and EX.

Employee Experience 40

Employee Experience Innovation Connections Customer Experience 40

Optimove

SEPTEMBER 22, 2024

LeanConvert: Delivers end-to-end personalization and analytics, driving ROI in player acquisition and retention. LeanConvert : Delivers end-to-end personalization and analytics solutions, helping operators optimize customer journeys and achieve significant ROI in acquisition and retention.

CRM 59

CRM Gamification ROI Loyalty 59

Upstream Works

AUGUST 14, 2019

What is Customer Journey Analytics? It’s tricky to find a definition of Customer Journey Analytics that isn’t penned by a solutions provider hankering to sell you their reporting platform. We integrate with the customer journey mapping specialists to deliver some truly innovative customer engagement solutions. The breadth of it.

Customer Journeys 60

Customer Journeys Analytics Data Contact Center 60

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. Insight technologies that deliver personalization and predictive analytics. Shep Hyken.

Self Service 80

Self Service Omni-Channel Social Media Retail 80

NICE inContact

AUGUST 13, 2019

And with so many options available, your customer will go elsewhere if it’s tough to connect with you digitally. The future of digital conversations is here — and innovations are enabling organizations to reach their customers like never before. You’re at risk of gaining a reputation for poor service and losing customers.

Contact Center 136

Contact Center Customer Service Omni-Channel Innovation 136

Totango

SEPTEMBER 22, 2023

CS has the multi-pronged connection with customers to understand and nurture their path to business outcomes—over time. And, CS has the technology and customer data to feed product, sales, and marketing with the integrated insights to drive innovation forward.

Multi-Channel 117

Multi-Channel Customer Success Omni-Channel Software 117

Optimove

SEPTEMBER 11, 2024

Innovate through testing and learning frameworks to adapt and improve marketing strategies. Team Structure and Strategy FanDuel formed dedicated teams for data analytics, platform technology, and demand management to manage and optimize customer interactions. Maintain regulatory compliance and effective data management.

Sports 52

Sports CRM Government Conference 52

Storyminers

JUNE 3, 2022

Predictive analytics (using past behavior to guesstimate future behavior, then serve up interesting options) will get attention. Brands that employ predictive analytics to serve their customers will leap ahead of those that adopt the technology just to sell more. 2016 Answer.

Trends 147

Trends Customer Experience Wireless Entertainment 147

Optimove

JULY 8, 2024

This innovative approach leverages advanced analytics and AI to understand player behaviors and preferences, ensuring that every interaction is contextually relevant and engaging. By leveraging AI and advanced analytics, brands can create dynamic and engaging gamification journeys that captivate players and foster loyalty.

Gamification 64

Gamification Multi-Channel Sports Social Media 64

Magellan Solutions

AUGUST 23, 2023

AI-powered predictive analytics and natural language generation have taken marketing strategies to a new level. It gives marketers time to concentrate on innovation and strategy. The close connection between AI and marketing drives the success of businesses. Marketers can now concentrate on innovative and strategic efforts.

Tools 98

Tools Marketing Social Media Advertising 98

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. Miller explained the ‘Authenticity Lifecycle,’ which is a business model that infuses authentic engagement with marketing, innovation and customer experience activities.

Innovation 100

Innovation Marketing Social Media Healthcare 100

NobelBiz

AUGUST 27, 2024

Routing Strategy and Connection Once the data has been analyzed, the system employs a routing strategy that aligns the caller with the most suitable agent. When the optimal match is identified, the call is promptly connected to the chosen agent or department. Connecting Call Centers to Success. billion in 2021 to $18.4

Contact Center 52

Contact Center Call Center System First Call Resolution 52

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. Jon’s thought leadership can be followed on his widely-read JAA’s Analyst Blog.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

AWS Machine Learning

FEBRUARY 6, 2024

Bringing innovative new pharmaceuticals drugs to market is a long and stringent process. Automating the frustrating CTD document process accelerates new product approvals so innovative treatments can get to patients faster. The record is a key-value mapping of the job ID (WebSocket) with the connection ID and message ID.

Government 114

Government Report System Guidelines 114

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

Robust analytics platforms aren’t going anywhere. Understanding how a customer feels means really listening to them, observing their behavior and connecting emotionally. Innovation around AI will be the next great frontier, so your organization better be looking to this future quickly. Soft Data is Perfectly OK.

Trends 244

Trends Net Promoter Score Effort Score Banking 244

ECXO

MARCH 24, 2024

Everyone is talking about Artificial Intelligence (AI) and how it has emerged as one of the most significant technological innovations in recent years, revolutionizing various industries and opening up a world of new possibilities. The Emotional Connect Psychologically, humans crave connections.

Customer Experience 156

Customer Experience Social Media Analysis Loyalty 156

CSM Magazine

NOVEMBER 23, 2023

One of the most notable innovations is Warehouse Asset Management System (WAMS), a technology-driven solution that leverages automation and data analytics to streamline operations. With advanced data analytics and reporting, managers can monitor the movement of assets, inventory levels, and workforce productivity in real-time.

Return on Investment 52

Return on Investment Transportation System Analytics 52

Optimove

JULY 8, 2024

This innovative approach leverages advanced analytics and AI to understand player behaviors and preferences, ensuring that every interaction is contextually relevant and engaging. By leveraging AI and advanced analytics, brands can create dynamic and engaging gamification journeys that captivate players and foster loyalty.

Gamification 59

Gamification Multi-Channel Sports CRM 59

Totango

NOVEMBER 27, 2023

Reporting becomes stronger when multiple integrations consolidate data across the tech stack, such as customer relationship management (CRM), data warehouses, and product analytics tools. Strategy: Vision, innovation, roadmap, partner ecosystem, pricing flexibility and transparency, and community.

Report 94

Report Trends Customer Success Self Service 94

Avaya

OCTOBER 25, 2017

In fact, the market is heading towards bank branch innovation unlike anything we’ve ever seen. Instead, it calls for unparalleled bank branch innovation. One that combines digital innovation with the reliability of a traditional branch experience. The provider is also working to more strategically leverage big data analytics.

Banking 58

Banking Innovation Brands Self Service 58

ShepHyken

NOVEMBER 4, 2016

This week on our Friends on Friday guest blog post my colleague, Shaista Haque, writes about the millennial generation’s use of technology and how it is affecting their customer experience. Don’t you think your innovative business idea is on the verge of losing its charm? – Shep Hyken . Let me give you a hint.

Social Media 48

Social Media Mobile Customer Service Analytics Innovation 48

Thematic

JULY 9, 2024

As the leader in last-mile delivery service, they seamlessly connect Consumers, Merchants and Dashers  (delivery drivers) through their app. In this blog post, we've put together presentation notes from Zach, laying out his team's best practices from the coalface of global tech growth.

Net Promoter Score 62

Net Promoter Score Self Service Effort Score NPS 62

Lithium

OCTOBER 3, 2023

Some blog areas are limited to Khoros customers only. Live Q&A with the KhorosProduct Team Oct 18th, 10am CT Our Khoros product team will present an overview and take questions on the latest Khoros innovations across our product line up. Sign up today ! Here’s the Atlas content you do not want to miss! API endpoints.

B2C 52

B2C Analytics Social Media Report 52

Avaya

AUGUST 31, 2016

As I watched the performances from some of today’s most gifted athletes, I couldn’t help but think about this blog series on business innovation and the need to push further. My point here is that the very best in the world don’t become so without continually innovating and pushing themselves. Think about it: U.S.

Innovation 47

Innovation Sports Hospitality Healthcare 47

Uniphore

SEPTEMBER 7, 2021

We discuss: New CX innovations in the insurance industry. Bringing an analytics mindset to the role. New CX innovations in the insurance industry. Combined with the task of selling a product that is in the back of mind for most people, innovation through the digital experience in insurance is crucial to staying relevant. .

Insurance 100

Insurance Industry Innovation Analytics 100

BirdEye

NOVEMBER 21, 2023

This constant pursuit of innovation demands staying ahead of trends, adapting to evolving technologies, and ensuring the business is profitable. This blog stands apart as a non-overwhelming guide, no-fluff, just actionable insights, offering a streamlined approach to interior design marketing.

Marketing 95

Marketing Social Media Advertising Tips 95

AWS Machine Learning

MAY 30, 2024

Vitech helps group insurance, pension fund administration, and investment clients expand their offerings and capabilities, streamline their operations, and gain analytical insights. VitechIQ uses an Amazon Bedrock VPC interface endpoint to make sure the connectivity is secured end to end. To learn more, visit Amazon Bedrock.

Chatbots 115

Chatbots Knowledge Base Innovation Interaction 115

AWS Machine Learning

MARCH 25, 2024

In this blog post, you will learn how to power your applications with Amazon Transcribe capabilities in a way that meets your security requirements. In the following sections of the blog, we cover different mechanisms Amazon Transcribe has to protect customer data both in transit and at rest.

Guidelines 91

Guidelines Resources Connections Communication 91

CSM Magazine

DECEMBER 21, 2021

Ross Daniels at Calabrio has a simple but effective checklist to humanise the customer experience using the latest tech innovations. In our last blog, we revealed how customers crave speed, convenience and emotional empathy when interacting with their favourite brands, a paradox that threatens the status quo of today’s contact centre.

Technology 59

Technology Self Service Average Handle Time Analytics 59