InMoment XI

NOVEMBER 14, 2024

Sentiment Analysis Competitor Analysis Multi-Platform Coverage Keyword and Hashtag Tracking Analytics and Reporting Content Creation and Scheduling CRM Integration A social listening tool lets you tap into online conversations around your business. Real-time alerts help businesses respond quickly to important events or potential crises.

Tools 195

Tools Social Media Customer Experience Analysis 195

Uniphore

JANUARY 4, 2022

Join us as we explore the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s enterprise. Find out about the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s modern enterprise.

Contact Center 317

Contact Center Multi-Channel Innovation Customer Retention 317

InMoment XI

OCTOBER 23, 2024

Also, consider investing in self-service technologies such as interactive teller machines (ITMs) to handle basic transactions. Credit unions can actively engage with their communities through events, sponsorships, and local initiatives. Leverage technology for consistency and efficiency.

Banking 195

Banking Customer Experience Effort Score Financial 195

Experience Investigators by 360Connext

JANUARY 18, 2022

And that training can feel tactical and task-driven, like explaining how to track customer records in a Customer Relationship Management (CRM) platform. But what about your technology team? They often welcome conversations about aspirational customer journeys and how to better align technology goals with that.

How To 378

How To Customer Journeys Culture Training 378

ECXO

JUNE 7, 2023

Strategies to overcome organizational and technical silos, with technology playing a vital role. Allow us to introduce our esteemed panelists and facilitator: Robert Neuwirth: An accomplished CRM expert and product owner at Erste Bank. Robert has extensive experience as a CRM campaign manager and has taken CRM into the cloud.

Customer Experience 240

Customer Experience Engagement Chief Customer Officer CRM 240

AWS Machine Learning

APRIL 3, 2025

OMRON Corporation is a leading technology provider in industrial automation, healthcare, and electronic components. ODAP aimed to seamlessly integrate data from multiple ERP and CRM systems in addition to other relevant data sources across the organization. Data is one of the most critical assets of many organizations.

Data 88

Data Government Competitive Advantage Analytics 88

Totango

JULY 19, 2022

You don’t need your CRM. How Your Customer Success Platform Can Replace Your CRM. By definition, a CRM system is a tool for managing the data associated with customer relationships, so it may seem like a good idea to turn to your CRM to help you manage all of this data you’ve collected. Yeah, we said it.

CRM 96

CRM Customer relationships Customer Success Exercises 96

ECXO

DECEMBER 25, 2024

The Changing Landscape of Customer Expectations Over the last decade, customer expectations have evolved dramatically, reshaped by advancements in technology, the proliferation of online shopping, and the increasing availability of personalized services. Encourage user-generated content and peer-to-peer interactions.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Totango

MAY 24, 2022

In this blog, we’ll talk about why CRM features alone aren’t sufficient for an effective CS strategy. First, we’ll take a look at what a CRM is and what benefits its functionality delivers. What is a CRM? The most fundamental CRM software feature is storing contact information. How Does a CRM Differ from a CS Platform?

CRM 96

CRM Customer Success Customer Relationship Management Customer relationships 96

Joe Rawlinson

NOVEMBER 3, 2024

Companies today are leveraging a range of technologies to streamline these interactions. Additionally, correctness is vital for upholding the integrity of CRM systems. This is especially beneficial for high-traffic retail stores or promotional events. Customer service goes beyond responding to queries or concerns.

Innovation 78

Innovation Customer Service Multi-Channel Loyalty Programs 78

Optimove

JULY 21, 2021

The good news is that with advancements in technology, marketers are getting pretty close to solving the ultimate CRM challenge. Event Streaming? It leverages each framework and technology to do what it does best and achieve what you ultimately want. This is how we do it. Harmonizing Human and Machine. Processing ?(via

CRM 98

CRM Multi-Channel Touchpoint Customer Journeys 98

Experience Investigators by 360Connext

AUGUST 20, 2024

And that training can feel tactical and task-driven, like explaining how to track customer records in a Customer Relationship Management (CRM) platform. But what about your technology team? They often welcome conversations about aspirational customer journeys and how to better align technology goals with those journeys.

How To 282

How To Customer Journeys Customer Centricity Training 282

Comm100

JUNE 23, 2022

With CRM integration, Salesforce or another CRM can be connected to recognize even more about visitors to your website. You won’t lose data or experience service interruptions, thanks to proprietary MaximumOn technology. This includes insights like account information, navigation behaviour, interests, history, and more.

Chatbots 245

Chatbots Self Service Video Wait Times 245

Calabrio

JULY 28, 2020

Christine Kolbeson is Senior Manager of Business Operations at Rackspace, a leading provider of expertise and managed services across all the major public and private cloud technologies. The centers use Avaya Chat, LiveAgent CRM, Salesforce ticketing systems, a custom-built ticketing system, and ServiceNow.

Net Promoter Score 200

Net Promoter Score Contact Center CRM Resources 200

ChurnZero

JUNE 15, 2023

These newly formed teams are left scrambling to figure out how to combine consultative and commercial roles, processes, and technologies. Most recently, we’ve seen leaders question whether they should revert to using their organization’s longstanding incumbent sales tool—the CRM—as an interim solution to their team integration challenges.

CRM 96

CRM Sales Report System 96

Calabrio

MARCH 11, 2025

It’s about leveraging technology and data to empower agents, optimize processes, and build lasting customer relationships. These closed loops help create a culture where feedback is seen as a continuous, collaborative process , not a once-a-month event. But even thats not the full story.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

AWS Machine Learning

DECEMBER 10, 2024

Marcel Pividal is a Senior AI Services Solutions Architect in the World-Wide Specialist Organization, bringing over 22 years of expertise in transforming complex business challenges into innovative technological solutions.

CRM 108

CRM System Customer Relationship Management Examples 108

CSM Magazine

NOVEMBER 6, 2024

Getting involved in local events, sponsoring activities, or engaging with neighborhood groups helps a franchise connect with its community. For instance, a gym franchise could host fitness events in the community or sponsor local sports teams. Example: A CRM system in a retail franchise can store customer purchase histories.

Customer Service 52

Customer Service Loyalty Programs Self Service CRM 52

Calabrio

DECEMBER 8, 2020

But the massive, unforeseen events of 2020 made it even more apparent how imperative it is for contact center agents to be able to easily access accurate, up-to-date customer data. It’s purpose-built for CRM, and is resilient and scalable. And none of those technologies have ever been consolidated at the code level.

Data 264

Data Contact Center Multi-Channel System 264

Kayako

AUGUST 12, 2022

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. As technology helps eCommerce scale sales, it also provides solutions for personalized customer service as the customer base grows into thousands or even millions.

Customer Service 296

Customer Service Ecommerce Effort Score e-support 296

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. His specialty is exploring the connection between customer service and technology. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Calabrio

APRIL 11, 2025

Does technology ever stand in the way of effective issue resolution? Structure the Agent Training Journey: Key Training Phases As we underlined at the outset of this guide, effective training cant be a single, one-off event; it needs to be an ongoing process that supports team members at every stage of their development journey.

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

C3Centricity

NOVEMBER 4, 2020

One of the greatest changes that the current pandemic has prompted, is the increase in the use of technology. AI IS NOT ONE TECHNOLOGY. It is simply a series of technologies addressing various current and future customer needs. CRM #CEX #CustomerCentricity #UX Click To Tweet. TAKING THE ROBOTS OUT OF PEOPLE.

Chatbots 240

Chatbots Self Service Customer Satisfaction CRM 240

Optimove

JANUARY 28, 2025

How AI is Transforming CDPs Download Now >> Why it Matters: OptiLive is a game-changer for scaling CRM-powered live sports marketing and creating memorable experiences that drive results. OptiLive is a cutting-edge solution from Optimove that enables sportsbook operators to execute CRM-powered live sports marketing at scale.

Sports 59

Sports CRM Gamification Tips 59

Esteban Kolsky

MARCH 17, 2022

stay with me on this one… in the e arly 1990s Tom Siebel started a company that gave birth to what later became CRM. this is critical because the name of the technology and the purpose were extreme antagonistic (at least by today’s standards). traditional, fashioned (no the drink), controlled and repeatable cycle.

Omni-Channel 158

Omni-Channel CEM CRM B2C 158

TechSee

JUNE 29, 2023

Similarly, AI easily scales up and down to meet changing demands, eliminating long wait times and poor CX during mass service events or seasons. Text-to-speech and speech-to-text technology continuously improve, and recent advances approach human-level clarity and intonation. Adapt your LLM to suit each channel and audience.

Chatbots 202

Chatbots Customer Service Customer Service Representative Wait Times 202

Optimove

DECEMBER 12, 2019

Last week, we posted here the six super-useful workshops from Day 1 of our global CRM leadership event, PostFunnel Summit, that took place late October. But there are so many more wonderful bits of CRM knowledge from those two days that we must share. Louise Mian, Director of CRM, Lifesum. Moderator: Greg Sterling.

CRM 69

CRM Ecommerce Travel Fashion 69

Comm100

JUNE 22, 2021

We sat down (virtually speaking) with Derek Gaucher, Coordinator of IT Solutions at Dawson College, to ask him about how Dawson College is embracing new customer service technologies and channels to provide a digital student experience that has become central to their success. run an in-person event too?

Customer Service 147

Customer Service Video Course Technology 147

Lumoa

JUNE 23, 2021

Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale. The technology’s growth in the current year has been coming for some time now and is expected to influence contact centers massively.

Trends 195

Trends Self Service Contact Center Omni-Channel 195

AskNicely

MARCH 16, 2017

Unfortunately for many businesses, the very technology that makes the collection of customer feedback possible is also what makes it hard to act in real time. Add to that, the fact that the data often ends up siloed in reports that then need to be imported into your CRM or automation platform to be of any significant use.

NPS 150

NPS Survey Net Promoter Score Course 150

Totango

FEBRUARY 18, 2021

In this series, we will discuss a different integration that Totango offers to help harness the powers of all of your technology platforms into one dynamic customer success platform to improve your team’s efficiency and take your customer success to the next level. But are you utilizing your CRM to its fullest potential? . Salesforce.

CRM 72

CRM Customer Success System Sales 72

Optimove

SEPTEMBER 17, 2024

From expert CRM Lightning Talks and key Panel Sessions to showcasing our Partner Ecosystem – we’re offering exclusive opportunities to enhance your strategies and connect with industry leaders. CRM Lightning Talks – 3 experts, 3 topics, 10 minutes each. Want to meet us there? See you in Lisbon!

CRM 64

CRM Meeting Marketing Conference 64

Optimove

MARCH 20, 2025

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Day 2 of Optimove Connect 2025 continued the momentum with cutting-edge insights, real-world success stories, and expert-led product deep dives. Greater precision in customer engagement, improved personalization, and scalable CRM execution across markets.

Connections 52

Connections Gamification Marketing CRM 52

AWS Machine Learning

DECEMBER 12, 2023

Vodafone is transitioning from a telecommunications company (telco) to a technology company (TechCo) by 2025, with objectives of innovating faster, reducing costs, improving security, and simplifying operations. Thousands of engineers are being onboarded to contribute to this transition. Why is machine learning important to Vodafone?

Telecommunications 129

Telecommunications Training Chatbots CRM 129

CSM Magazine

JANUARY 21, 2021

It’s increasingly become clear that companies were ill-equipped to handle this new way of working and are turning to technology for help. According to a survey from Workbooks , the number of SMEs looking to adopt a CRM system rose by 16 percent from the previous year and a 30 percent increase from two years ago.

CRM 64

CRM System Survey Touchpoint 64

Optimove

FEBRUARY 23, 2025

In 2024, advancements in technology further empowered marketers to deliver real-time, personalized, and relevant marketing at scale. With that as a backdrop, this letter will cover the state of the CRM Marketing industry, Optimoves accomplishments in 2024, and a look ahead to 2025 and beyond. #1

Multi-Channel 52

Multi-Channel Gamification Self Service CRM 52

TechSee

JULY 31, 2019

Today, the ubiquity of smartphone cameras ensures a constant stream of photos and videos and Computer Vision technology has become easily accessible, making it even more appealing to enterprise. The technology’s impact is being felt across a wide range of fields that rely on computers to analyze images. Applications. Healthcare.

Self Service 149

Self Service Automotive Healthcare Retail 149