CSM Magazine

JULY 19, 2024

Sinch, a global leader in Customer Communications Cloud, has launched its new customer engagement tool, Sinch AI. Today’s businesses can count on cutting-edge technology to craft conversations that drive real results. These aren’t just any conversations – they’re intelligent, secure, and efficient. These exceptional conversational experiences are supercharged by the latest advancements in AI and Sinch’s mission is to allow its customers to create conversational expe

Customer Engagement 52

Customer Engagement Engagement Government Innovation 52

Doing CX Right

JULY 19, 2024

Learn how the Microsoft outage exposes the critical IT-CX connection and the necessity of seamless departmental collaboration. The post The IT-CX Connection: What the Global Microsoft Outage Teaches Us appeared first on Doing CX Right.

Connections 105

Connections Tools Company Culture 105

Beyond Philosophy

JULY 19, 2024

You know that friction in a Customer Experience is a problem that needs fixing. However, do you have that same perception of workplace friction? If you feel the friction at work, you probably do. But if you don’t, you likely think little of it, if at all. Doing work for money requires a certain amount of friction, right? However, if the friction impacts employees and decreases employee morale, it can be a significant problem.

How To 88

How To Policies System Financial 88

Centercode

JULY 19, 2024

QA best practices are crucial for preventing service disruptions that impact essential operations and user experience.

User Experience 104

User Experience 104

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Adrian Swinscoe

JULY 19, 2024

Today’s interview is with Cale Urwin, Director, Data, Digital & Marketing Health Services at Bupa. I caught up with Cale recently at PegaWorld in Las Vegas […] The post There needs to be a really tight relationship between business strategy and target state architecture – Interview with Cale Urwin of Bupa first appeared on Adrian Swinscoe.

Strategy 72

Strategy Marketing Data Customer Journeys 72

Clarivate

JULY 19, 2024

The Unitary Patent Court (UPC) has emerged as a new force in the global patent landscape. For the first time, it offers a means to enforce patents across 17 European states, creating an environment capable of rivaling other major global patent jurisdictions. The UPC aims to deliver highly effective relief to plaintiffs in terms of speed-to-decision, proportionality and cost.

Analysis 59

Analysis Trends Report Industry 59

Interactions

JULY 19, 2024

Consumers want personalized experiences when interacting with brands. Personalization can lower customer effort while providing an enhanced experience. However, it has been an elusive goal considering many businesses lack a strategy on how to apply personalization in a way that maximizes the customer experience. Long story short, there’s massive room for improvement.

Customer Experience 62

Customer Experience Effort Score ROI CRM 62

Forrester's Customer Insights

JULY 19, 2024

What We Know – And What To Do Now Technology leaders woke up to find that a software update by cybersecurity vendor CrowdStrike had gone badly wrong and disrupted major systems at organizations across both countries.

Transportation 66

Transportation Hospitality Government Financial 66

CSM Magazine

JULY 19, 2024

One powerful, yet often underutilized tool in the quest for understanding our customers is the Customer Advisory Board (CAB). But what exactly is a CAB, and does your business need one? Let’s explore. Understanding Customer Advisory Boards What is a Customer Advisory Board (CAB)? A Customer Advisory Board is a select group of customers who meet regularly with your company’s leadership to provide feedback on products, services, and overall strategy.

Trends 52

Trends Meeting Customer relationships Innovation 52

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Data

SurveySensum

JULY 19, 2024

If you are focused on creating the best customer experience you know the importance of gathering authentic customer feedback and how it is important for taking the right action. However, the integrity of this feedback is highly dependent on your survey design. How? A poorly crafted survey with biased questions becomes a liability as it can lead to biased responses, misinterpretation of data, and ultimately leads to misguided business decisions.

Survey 52

Survey Examples Feedback NPS 52

CSM Magazine

JULY 19, 2024

The Microsoft IT outage caused by a CrowdStrike software glitch has significantly impacted customer service across various industries. The outage has led to widespread disruptions, including grounding flights, knocking banks offline, and affecting media broadcasts. Customer service teams relying on Microsoft 365 services have faced challenges in accessing essential tools and data, leading to delays and decreased efficiency in handling customer inquiries.

Industry 52

Industry Customer Service Airlines e-support 52

NobelBiz

JULY 19, 2024

At NobelBiz, we measure success by the trustworthiness of our business and the social proof that comes from our customers. Our mission is to help contact centers worldwide achieve their maximum productivity potential and provide our clients and the market with all the necessary tools to succeed. This rests heavily on our ability to bring moments of social proof to life for our customers.

Report 52

Report Contact Center Contact Center Software Call Center 52

CSM Magazine

JULY 19, 2024

CallRail, the AI-powered lead intelligence platform, has announced the arrival of a new product, Convert Assist. With Convert Assist, the way small and medium-sized businesses approach lead conversions is about to get a reboot. By merging generative and conversational AI, they’ll be able to bridge the gap between connection and conversion like never before.

Innovation 52

Innovation Customer Expectations Sales Connections 52

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Upwave

JULY 19, 2024

AI Campaign Insights Reports: Downloadable Slides It’s now easier for you to augment AI Campaign Insights Reports with the content you want. Create Brand Outcomes tables in Upwave’s platform, download them as fully editable PPT slides, and copy them right into AI Campaign Insights Reports using PowerPoint. Brand Outcomes table slides are easy for you to annotate with your findings, yet formatted in a consistent layout that fits into the reports.

Report 26

Report Feedback Brands Management 26

CSM Magazine

JULY 19, 2024

The potential of your contact center agents can significantly influence your business’s success. But how do you unlock this potential? In this article, we’ll explore practical strategies to empower your agents, enhance their performance, and ultimately drive customer loyalty. 1. Invest in Comprehensive Training Initial Training : From day one, provide thorough onboarding that covers not only the technical aspects of the job but also the company’s culture, values, and goals.

How To 52

How To Contact Center CRM Chatbots 52