CX Accelerator

MAY 15, 2019

The Expo hall is crammed with state-of-the-art technologies and promises of automation, higher efficiency, lower costs. While it’s important to adapt to technological change, it’s important also to be able to look at your customer service function and seek to improve what’s there already. Kaye's LinkedIn Back To CX Accelerator Blog

Contact Center 51

Contact Center Customer Service Conference Exercises 51

CloudCherry

SEPTEMBER 1, 2019

You’ll hear Matt’s thoughts on how technology has changed the way we do Customer Service, some of the biggest blunders businesses can avoid, and what technologies he thinks are making the biggest difference with customer experience. In this capacity, he has responsibility for product strategy, product management, and product marketing.

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Conference Study Sales Leadership 244

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. The yin and yang of people and technology was on full display. Technology alone is not the answer. “We

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Conference Technology Meeting Contact Center 59

CX Accelerator

NOVEMBER 11, 2022

Project/Program Management. Change Management. PROJECT/PROGRAM MANAGEMENT When it comes time to turn your CX-transforming initiatives from theory into reality, a project manager will be required. Having a good project manager will increase the likelihood of that initiative’s success. Customer Journey Mapping.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

AWS Machine Learning

FEBRUARY 21, 2025

Offline knowledge management: a. session_id="test") # Response: Unfortunately, the dates for the AWS re:Invent 2024 conference have not # been announced yet by Amazon. The re:Invent conference is typically held in late # November or early December each year, but the specific dates for 2024 are not # available at this time.

Knowledge Base 116

Knowledge Base Conference Examples Data 116

GetFeedback

NOVEMBER 23, 2019

And that is the word that we are all anchored to today and at this conference and it is: together.” . In this article, we cover the key CX takeaways from this year’s Dreamforce conference. Smart voice technology belongs in the office . And from these discussions, three key customer experience trends came to the surface.

Conference 48

Conference Case Study Fashion Customer Expectations 48

NICE inContact

SEPTEMBER 13, 2016

It speaks to the changing customer landscape and the importance of staying up-to-date on what technology customers actually want to use – not the technology you think they want to use. The omnichannel approach has sent customer service professionals into a tizzy trying to buy the latest technology or go viral on social media.

Self Service 203

Self Service Customer Service Contact Center Omni-Channel 203

CloudCherry

AUGUST 26, 2019

But a B2B CX initiative also requires transformational changes to your entire business operation, not just new technologies. A recent snapshot of survey results from Forrester’s CX NYC 2019 conference shows where B2B companies stand in the battle for CX dominance. Forrester’s Snapshot of B2B CX Programs.

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B2B Conference Metrics B2C 199

Joe Rawlinson

OCTOBER 20, 2022

Conferences are essential to career development and business networking for all industries. And a dedicated event management integrated ticketing system helps you keep the event in sync throughout the process as a central hub that can control various aspects of the event and provide directions and everything needed in one place. .

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Conference Strategy Sales Social Media 78

CX Accelerator

JULY 1, 2020

Rather than in a coffee shop or conference room, meetings are online and video solutions are now being used. Now more than ever, technology is vitally important. By giving employees the benefit of the doubt and not micro-managing them, you will improve morale and strengthen your relationship with your employees. Digital First.

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

ShepHyken

OCTOBER 11, 2019

Unfortunately, many senior leaders, managers, and frontline team members don’t understand that every business is a people business. The post Guest Blog: Building a Human Powered, Technology-aided 21st Century Customer Experience appeared first on Shep Hyken. Read Shep’s latest Forbes article: Ten Ways To Handle A Brand Crisis.

Technology 101

Technology Customer Experience Hospitality Hotels 101

Gainsight

OCTOBER 15, 2024

Human-First Leadership in the Age of AI: Balancing Technology and Empathy Join Dominique Duquennoy, Head of Customer Success EMEA, SS&C Blue Prism for this incredible session. While technology is evolving rapidly and impacting our ways of working, it is more crucial than ever to maintain a Human-First approach in leadership.

Customer Success 52

Customer Success Conference Sports Roadmap 52

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. The misunderstanding stems from a situation where people tend to focus first on the technology. That’s a really common mistake for companies to make.

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Conference Customer Success Leadership Sales 98

ProProfs Chat

MAY 6, 2020

Further, with the advent of disruptive workplace technologies, employees naturally expect their companies to utilize novel means of remote collaboration and aggregation on multiple channels. . Though there is nothing wrong with the rise in the popularity of remote working, managing remote teams makes the job of a manager challenging.

Tips 108

Tips Management Customer Service Video 108

AWS Machine Learning

OCTOBER 17, 2023

It means putting aside technology and solutions, starting from the expected results of customers, confirming their value, and then deducing what needs to be done in reverse order before finally implementing a solution. Research Before discussing technology, research had to be conducted. This method is called working backwards at AWS.

Technology 121

Technology Video Effort Score Innovation 121

AWS Machine Learning

JANUARY 21, 2025

This post builds on a previous post, Integrate QnABot on AWS with ServiceNow , and explores how to build an intelligent assistant using Amazon Lex , Amazon Bedrock Knowledge Bases , and a custom ServiceNow integration to create an automated incident management support experience. Sign up for a ServiceNow account if you do not have one.

Self Service 81

Self Service Knowledge Base Policies Conference 81

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. Cummins Inc.

Contact Center 40

Contact Center Self Service Gamification Analytics 40

Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

Communication 222

Communication Chief Customer Officer Customer Care Leadership 222

Alida

JUNE 1, 2017

The conference promises to provide actionable information to help automakers, dealers and finance companies improve customer experience. Here are three of the sessions we’ll be exploring at this year’s conference: 1. One of the best aspects of industry conferences is the opportunity to network with peers and make new contacts.

Automotive 157

Automotive Conference Retail Employee Engagement 157

AWS Machine Learning

SEPTEMBER 23, 2024

Since its launch in 2018, Just Walk Out technology by Amazon has transformed the shopping experience by allowing customers to enter a store, pick up items, and leave without standing in line to pay. In this post, we showcase the latest generation of Just Walk Out technology by Amazon, powered by a multi-modal foundation model (FM).

Technology 86

Technology Retail Training System 86

Playvox

APRIL 19, 2022

Last week was the Channel Partners Conference and Expo (CPC) in Las Vegas and the 25th anniversary of this event did not disappoint. In fact, the bright lights and neon that are the hallmarks of Las Vegas were an appropriate backdrop for this year’s conference. Remote Work – or a Version of – is Here to Stay. ENJOYING THIS ARTICLE?

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Conference Contact Center Innovation Consulting 68

Kerry Bodine

MARCH 12, 2018

This is the fourth post in a series about how to scale service design, based on my closing remarks at the 2017 Service Design Global Conference in Madrid. The first three posts focused on technology , the ubiquity of contexts in which practitioners are now applying service design, and the discipline’s need for coaching.

How To 120

How To Conference Culture Touchpoint 120

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. Managers have better communication with staff. The marriage of technology and humanity is here to stay. Thank you to Medallia for a wonderful conference! It’s all about your people.

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Case Study Airlines Conference Wait Times 152

AWS Machine Learning

AUGUST 28, 2023

As part of the 2023 Data Science Conference (DSCO 23), AWS partnered with the Data Institute at the University of San Francisco (USF) to conduct a datathon. The winning teams were led by Peter Ma, Ben Welner, and Ei Coltin, who were all awarded prizes at the opening ceremony of the Data Science Conference at USF.

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Conference Data Analysis Culture 85

Russel Lolacher

JUNE 5, 2022

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. How knowledge transfer and culture can benefit from communication technology. How to introduce inexperienced staff to new technologies. “It’s

Communication 93

Communication Technology Employee Engagement Conference 93

NICE inContact

OCTOBER 30, 2019

With an extensive portfolio of technology, products, and solutions, including workforce and quality management, real-time automation, interaction recording, voice of the customer, performance management, and analytics, our customers are uniquely positioned to positively impact performance.

Net Promoter Score 120

Net Promoter Score Conference Hotels First Call Resolution 120

CSM Magazine

OCTOBER 29, 2024

The award was presented at the APPA annual conference in Louisville where 20 utilities were recognized for excellence in various areas including customer service, communication, reliability, and overall satisfaction. For more information on public power, visit PublicPower.org.

Customer Satisfaction 52

Customer Satisfaction Conference Government Policies 52

AWS Machine Learning

NOVEMBER 12, 2024

You can implement these steps either from the AWS Management Console or using the latest version of the AWS Command Line Interface (AWS CLI). Low total expense ratio**: Funds with lower totalexpenseratio are more desirable, as they charge lower management fees. 0 means not expensive, 1 means expensive.

Financial 103

Financial Industry Analysis Data 103

Storyminers

JULY 2, 2020

Technology, with the capabilities and frustrations it brings to your business, demands more care and feeding. I’ve got people who help me with web/social presence, admin/process management, content/service development, and finance. Then, you’ll be ready to look for technology that can do what your (future) clients will care about.

Customer Journeys 246

Customer Journeys CRM Retail Video 246

AWS Machine Learning

SEPTEMBER 4, 2024

Managing these models across the business and model lifecycle can introduce complexity. Amazon SageMaker , a fully managed service to build, train, and deploy machine learning (ML) models, has seen increased adoption to customize and deploy FMs that power generative AI applications. Kait Healy is a Solutions Architect II at AWS.

Management 103

Management Government Automotive Training 103

Calabrio

JULY 25, 2019

Beyond the inherent value our technology delivers every day, forward-thinking contact center leaders prove time and again there are no limits on the dramatic business change that can be ignited when Calabrio ONE is used in new and innovative ways. The Engager deploys innovative, fresh strategies to engage and retain customers.

Contact Center 153

Contact Center Abandon Rate Innovation Conference 153

CX Journey

MARCH 21, 2018

After all, none of that work or technology is free! CX Initiatives There are various initiatives along your journey that you'll want to be sure to factor into your budget, including: Survey design and associated costs (not technology): these might be allocated under 3. Here's what I've come up with, so far.

Customer Journeys 272

Customer Journeys Travel Consulting Customer Experience Professionals 272

InMoment XI

JANUARY 12, 2024

More than just a technological innovation, conversational intelligence represents a paradigm shift how organizations understand, interpret, and harness the power of human conversations. Audio Transcription: Audio data is typically transcribed into text using speech-to-text technology.

e-support 195

e-support Healthcare Multi-Channel Call Center 195

Calabrio

AUGUST 15, 2018

Rob Morrissey, senior manager of partnerships and emerging products at TD Ameritrade, will be sharing how his company is using artificial intelligence to manage customer interactions and why contact centers of all sizes should consider this technology to improve the customer experience.

Contact Center 130

Contact Center Conference Call Recording Sports 130

ChurnZero

NOVEMBER 26, 2024

Having a clear understanding of the team structure and who the direct manager will be. Be specific and accurate about the level of the position (e.g., “Specialist,” “Associate,” Manager,” “Director” etc.) For example, “Enterprise Customer Success Manager”.

Customer Success 52

Customer Success How To Insurance Culture 52

Customer Bliss

FEBRUARY 23, 2018

Ruff shares that at a Future Stores Miami conference , executives at big-box retailers discussed how they’ve rethought employee training and invested in support for customer and product interaction. Using technology to streamline transactions with customers is a big portion of employee training and sales floor operations.

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Employee Experience Retail Financial Conference 165