NICE inContact

MARCH 15, 2018

The Interactions 2018 agenda is built with you in mind, so you can deliver the most exceptional customer experience directly to your customers. With so much to see and do in three days, make sure to get the most out of your time at Interactions 2018 by planning in advance with the Interactions 2018 Agenda Preview !

Interaction 121

Interaction Customer Experience Conference Training 121

Experience Investigators by 360Connext

NOVEMBER 17, 2014

Combine these findings with how customers want to interact directly with technical experts on social media, and it behooves brands to think about compelling ways to let customers in on the preparation. Blog Culture Customer Engagement Customer Experience Featured Recent News customer engagement customer service linkedin'

Social Media 282

Social Media Study Consulting Customer Engagement 282

TechSee

DECEMBER 11, 2024

Each of these predictions is based on an analysis of the leading service trends in 2024 presented at conferences, as well as those most discussed by influencers, reporters and analysts. Many businesses embraced omnichannel solutions, with journey orchestration tools improving engagement and reducing friction across touchpoints across 2024.

Trends 109

Trends Self Service Omni-Channel Social Media 109

SurveySparrow

DECEMBER 6, 2021

It is wise for human resource professionals to attend HR conferences. In this article, we are going to look at 20 of the best HR conferences in 2021, both virtual and in-person conferences. It is a special Human Resource conference for those who are in the talent acquisition space. SHRM21 Annual Conference & Expo.

Conference 98

Conference Employee Engagement Leadership Trends 98

Beyond Philosophy

MAY 11, 2023

In the past five years, we have talked about the Cleveland Browns, a struggling team in the NFL, several times but we haven’t discussed customer engagement once. So, to remedy that, today we will focus on what customer engagement is and what you can do to promote more of it in your experiences. This first one is from HubSpot.

Customer Engagement 157

Customer Engagement Engagement Social Media Measurement 157

Experience Investigators by 360Connext

NOVEMBER 20, 2014

Annie Tsai Annie Tsai leads the Customer Experience org as CCO and watches over all things customer - onboarding, implementation, engagement, customer growth, and ultimately retention & renewals. She has spoken at several conferences over the years on B2B and B2C social strategies and online reputation management.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Experience Investigators by 360Connext

OCTOBER 15, 2014

It was at South by Southwest Interactive Conference about 5(!) Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Social Media 275

Social Media Consulting Conference Communication 275

Education Services Group

MAY 12, 2021

TSIA’s conferences are always jam-packed with best practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. This spring’s virtual TSIA Interact was certainly no exception, with three days of sessions from TSIA researchers and industry-leading companies and experts.

Interaction 98

Interaction Customer Journeys Touchpoint Customer Success 98

BlueOcean

JULY 20, 2023

In the olden days (pre-2020,) vendor meetings frequently involved calling into a conference line. Establish the Rules of Engagement: parameters around communication, expectation on timelines and what slippage/remediation might look like. Expect that everyone stays focused and engaged. Natural dialogue is harder.

Contact Center 294

Contact Center Travel Culture Meeting 294

GetFeedback

SEPTEMBER 18, 2019

A while back, my teammates and I spent hours in a conference room mulling over the concept of effortless experience. 3: Customer service interactions drive more disloyalty than loyalty, in general. Which emphasizes the need for an effortless customer service interaction. . Is an effortless service interaction enough?

Loyalty 257

Loyalty Customer Experience Touchpoint Metrics 257

GetFeedback

FEBRUARY 12, 2019

Given this trend, it’s no surprise that customers prefer to engage with people and companies via SMS, otherwise known as text message. Companies are sending unbranded, batch and blast SMS surveys to customers, which hinders engagement. GetFeedback’s SMS Invitations. What do SMS surveys look like at GetFeedback?

Omni-Channel 236

Omni-Channel Transportation Comparison Survey 236

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. We’d love for you to join us in London on the 4th & 5th October.

Conference 195

Conference Banking ROI Customer Voice 195

Uniphore

JANUARY 4, 2022

Analyze Analytics and insights from 100% of interactions across all channels. Learn about new Uniphore product announcements that will redefine the way teams engage customers in the virtual-first world. Trust Frictionless agent verification. Uniphore Collaborates with Cisco to Enable Better Customer Experiences. Learn More.

Contact Center 317

Contact Center Multi-Channel Innovation Customer Retention 317

Gainsight

OCTOBER 15, 2024

We’ll explore how tools like Staircase AI are redefining the way we engage with our customers, providing real-time insights and enabling proactive strategies. We’ll explore strategies to ensure that AI supports, rather than replaces, human interactions. The conference is also an excellent platform for networking.

Customer Success 52

Customer Success Conference Sports Leadership 52

GetFeedback

JUNE 10, 2019

The timing is ideal as the person has just been assisted by an agent and the interaction is still fresh in their mind. This results in better engagement, stronger completion rates, and more customer data. Use a logical flow: Follow an order so that you’re asking about the interaction in the same flow as it’s experienced.

Feedback 199

Feedback Survey Conference Airlines 199

NICE inContact

OCTOBER 30, 2019

We established the NICE inContact CX Excellence Awards Program to celebrate and honor organizations that drive creative, innovative customer interactions. Winners are chosen in 5 categories and will be awarded at Interactions 2020.

Net Promoter Score 120

Net Promoter Score Conference Hotels First Call Resolution 120

ijgolding

OCTOBER 3, 2016

Customer journey maps of all shapes and sizes are adorning many a conference room wall. Customer focused measures are built into performance objectives and bonus schemes, whilst communication, employee engagement and learning & development activity keeps an army of Customer Experience ‘people’ busy.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

ChurnZero

DECEMBER 2, 2021

12 Key Takeaways from ChurnZero’s BIG RYG Virtual Customer Success Conference. It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. It’s not only the importance of having that space so people can have those conversations, but it’s also how you respond and interact with them.

Conference 98

Conference Customer Success Leadership Sales 98

Calabrio

OCTOBER 15, 2019

We’re all about our customers, and we judge ourselves by our ability to add tangible business value to their contact centers around the world, from easily managing soaring inbound volumes across multiple communication channels to leveraging new levels of customer experience intelligence to drive deeper engagement with customers.

Contact Center 40

Contact Center Self Service Gamification Analytics 40

NICE inContact

OCTOBER 24, 2018

We hear it every year: The NICE inContact CX Excellence Awards program is one of the favorite events at our Interactions conference. Best Employee Engagement. You’ll receive a complimentary full conference pass just for making a submission. Best Customer Experience. Best Business Impact. Rookie of the Year.

Conference 120

Conference ROI Employee Engagement Interaction 120

NICE inContact

MARCH 27, 2019

At Interactions EMEA 201 9 , NICE’s flagship annual customer conference in London, you’ll have a premium tiered seat to incredible educational opportunities that will reveal the latest tools and solutions you need to improve and scale your business.

Conference 136

Conference Employee Engagement Innovation Analytics 136

NICE inContact

FEBRUARY 22, 2018

We’ll be shining the spotlight on outstanding performance at Interactions 2018 with awards in five categories: Best Cloud Implementation. Best Employee Engagement. You’ll receive a complimentary full conference pass just for making a submission. Best Customer Experience. Best Business Impact. Rookie of the Year.

Hotels 12

Hotels Contact Center Conference Employee Engagement 12

CX Accelerator

NOVEMBER 11, 2022

More very specific skills are then required to deeply engage the organization's workforce around the common objectives that are linked to that strategy. Nate can be found at a variety of conferences speaking and training on the CX topics he loves. While not required, the person in this role is often an extroverted visionary.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

InMoment XI

JANUARY 12, 2024

What is Conversation Intelligence Conversation intelligence refers to the ability to understand, analyze, and optimize human conversations, particularly in the context of business interactions. The goal of conversation intelligence is to enhance communication, improve collaboration, and extract valuable information from interactions.

e-support 195

e-support Healthcare Multi-Channel Call Center 195

Lumoa

AUGUST 23, 2021

New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention. Another trend to emerge throughout the increasing digital interactions has been the use of video. People are seeking out kindness and purpose.

Customer Experience 221

Customer Experience Social Media Video Customers 221

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. So Comcast made dramatic efforts to improve the wait times and engaged their employees in the field to help. Thank you to Medallia for a wonderful conference! It’s all about your people. Save 1,000 words.

Case Study 152

Case Study Airlines Conference Wait Times 152

BlueOcean

OCTOBER 4, 2022

It’s been three years since the last in-person conference, and this gathering was a triumphant return to face-to-face knowledge share and ideation. The conference was exceptionally valuable and every bit mind-blowing. That’s just one bite of insight coming out of last month’s CXOutsourcers Mindshare event in Las Vegas.

Conference 156

Conference Entertainment Employee Experience Contact Center 156

Customer Bliss

FEBRUARY 23, 2018

I love the intro summary to her article, “executives at the big-box retailer have spent the last several years rethinking how to boost customer engagement. The value of the brick and mortar store is human engagement and education. Turns out, the employee came first.” Yes, Best Buy gets it! Fight High Turnover by Investing in Employees.

Employee Experience 165

Employee Experience Retail Financial Conference 165

Customer Bliss

SEPTEMBER 27, 2018

In order to get a better understanding of how others experienced Genesys, Lucy spent time out in the field – speaking and listening to partners, listening to salespeople and customers, as well as going to user and partner conferences. What are you looking to climb? a subsidiary of the Eastman Kodak Company.

Communication 222

Communication Chief Customer Officer Customer Care Leadership 222

Experience Investigators by 360Connext

APRIL 14, 2020

The more we can define our customer persona, the more we can engage our teams to show her empathy as we do our best to step into her shoes. Hop on a video conference and talk to them about what they are hearing about the journey. Consider ways to keep up engagement. Think of her as a whole person, not just as your customer.

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health. Barry Dalton, Global VP, Customer Interaction Technology at Concentrix. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Kristina Evey

MAY 15, 2018

Core Values serve as the guiding light for how everyone in your company interacts, communicates and works with each other, external customers, and the community. Pay particular attention to how they engage in this part of the interview. Embed Core Values into the Customer Experience.

Customer Experience 231

Customer Experience Culture Leadership Customers 231

BirdEye

SEPTEMBER 18, 2024

It helps businesses appear in Google results, interact with customers, and provide essential information about their offers. Customer engagement: Google Maps allows customers to leave reviews, ask questions, and share their experiences with your business. Google Meet: Conduct video conferences, online meetings, and webinars.

Engagement 105

Engagement e-support Multi-Channel Video 105

Think Customers

JUNE 24, 2024

This year, I got a similar feeling at the recent Customer Contact Week conference, the popular annual gathering of contact center players in Las Vegas hosted by Customer Management Practice. Balance humanity with technology Low confidence levels in AI come from uncertainty when humans are not present in the interaction.

Conference 59

Conference Technology Meeting Contact Center 59

Optimove

JUNE 22, 2023

Picture this; you’re walking through an unfamiliar part of town, heading for a conference you’re speaking at in a neighborhood in which you’ve never set foot. Customer engagement:   Beacons are great when it comes to elevating the personalized in-store shopping experience, and by default, engaging customers at precisely the right moment.

Customer Engagement 98

Customer Engagement Technology Engagement Loyalty Programs 98

Customer Bliss

AUGUST 9, 2018

A large conference room is set up once a quarter by stages of the customer lifecycle. Some even host “fireside chats,” increasing their engagement with the room. Posters worked well; they tried a digital approach with video-based interactive engagement but found out that people just want to see things on the wall.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

Calabrio

JULY 25, 2019

They’re the ones truly driving the future of workforce optimization (WFO) and bringing to life more modern, better-engaged customer and employee experiences. We announced the second round of award winners at last year’s annual Calabrio Customer Conference (C3), and what an impressive, interesting group that was!

Contact Center 153

Contact Center Abandon Rate Innovation Conference 153