BirdEye

NOVEMBER 18, 2024

Artificial Intelligence (AI) is not a buzzword anymore—it’s reshaping the way agencies operate, innovate, and deliver value. AI is quickly becoming essential for agencies that want to stay competitive and truly connect with their clients. However, with so many changes happening around AI, many agencies are still figuring out the best way to utilize it effectively.

Trends 52

Trends Infographics Social Media How To 52

InMoment XI

NOVEMBER 18, 2024

Did you know that social media is the number one discovery channel for products? Furthermore, when researching a brand or product, most consumers prefer to do their own research rather than speak to a human. Knowing these consumer behaviors and how they relate to your business can significantly impact your overall business performance. To capitalize on those behaviors, you need to be able to perform customer behavior analysis.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

ShepHyken

NOVEMBER 18, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is a brand promise? What is the role of branding in enhancing the customer experience? How can businesses define their brand to impact customer relationships meaningfully? How does empowering employees align with a company’s brand promise?

Brands 140

Brands Touchpoint Financial Resources 140

AWS Machine Learning

NOVEMBER 18, 2024

This post is co-authored with Nishant Gupta from InsuranceDekho. The insurance industry is complex and overwhelming, with numerous options that can be hard for consumers to understand. This complexity hinders customers from making informed decisions. As a result, customers face challenges in selecting the right insurance coverage, while insurance aggregators and agents struggle to provide clear and accurate information.

Insurance 109

Insurance Interaction Policies Knowledge Base 109

Speaker: Jason Cottrell and Gireesh Sahukar

Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.

Roadmap

ShepHyken

NOVEMBER 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. ‘Good Experience Builds Loyalty’: Chewy’s CEO on Meeting Customer Demand by Robert Safian (Fast Company) As artificial intelligence transforms customer service and workplace tools, many companies still struggle to capture that elusive human connection.

Customer Service 75

Customer Service Loyalty Customer Satisfaction Customer Service Training 75

BirdEye

NOVEMBER 18, 2024

Managing social media requires juggling content creation, scheduling, analytics, and engagement – tasks that can overwhelm even experienced marketers. AI tools for social media transform this complex process into a streamlined operation, helping you boost engagement while saving hours each week. This guide breaks down the essential AI tools you need and shows you exactly how to use them.

Social Media 59

Social Media Tools Multi-Channel Guidelines 59

Optimove

NOVEMBER 18, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Optimove’s recognition in The Forrester Wave : Cross-Channel Marketing Hubs, Q4 2024 highlights its strength as a solution for digital-first marketers who need a customer-led, orchestration-oriented marketing tool. With a focus on long-term customer loyalty, Optimove’s AI-driven tools help marketers personalize at scale, measure customer lifetime value (CLV), and automate campaigns.

Marketing 59

Marketing e-support CRM Loyalty 59

CSM Magazine

NOVEMBER 18, 2024

In the context of the highly competitive gambling industry, the provision of exemplary customer service has evolved from being a mere desirable attribute to a crucial imperative. It can be reasonably deduced that casinos which prioritise customer satisfaction are more likely to attract and retain players, particularly those who are willing to place high-value bets.

e-support 52

e-support Chatbots Loyalty Programs Customer Service Representative 52

BirdEye

NOVEMBER 18, 2024

Managing multiple properties comes with unique challenges – coordinating maintenance across locations and ensuring consistent tenant satisfaction. As tenant expectations evolve and property portfolios grow, traditional management methods often fall short. Artificial Intelligence (AI) revolutionizes how property managers handle these daily complexities.

Management 52

Management Multi-Channel Social Media Analysis 52

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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.

Contact Center

CSM Magazine

NOVEMBER 18, 2024

CommBox , a leading enterprise-grade omnichannel, AI-powered customer experience platform, has today announced the completion of a $15 million growth investment round from PSG Equity. PSG Equity is a leading growth equity firm that specializes in partnering with software and technology-enabled services companies to help navigate and capitalize on transformational growth.

Customer Experience 52

Customer Experience Healthcare Omni-Channel Chatbots 52

Calabrio

NOVEMBER 18, 2024

Analytics Why smarter WEM solutions matter: Calabrio’s view on the 2024 Gartner Magic Quadrant for CCaaS Share In Gartners 2024 Magic Quadrant for Contact Center as a Service (CCaaS) , a key message is clear: contact centers need modern, advanced tools to navigate todays challenges and keep their competitive edge. Yet, as Gartners findings reveal, some of the biggest providers still fall short in delivering the level of reporting detail and workforce engagement management (WEM) solutions t

Contact Center 130

Contact Center Analytics Call Recording Report 130

ChurnZero

NOVEMBER 18, 2024

The SaaS industry was hit hard in late 2022 through 2024. Shifts in market dynamics led investors to favor financial stability and profitability over “growth at all costs,” putting retention at the center of most businesses. The metrics of retention (gross revenue retention or net revenue retention) are now cemented as the qualifying metrics when investors and boards ask about a company’s health.

Customer Success 52

Customer Success Management B2B Software 52

Calabrio

NOVEMBER 18, 2024

Analytics Navigating rising retail costs with Workforce Engagement Management: A strategic approach for the festive season Share Retailers across the UK are gearing up for the busiest shopping season of the year while simultaneously contending with rising costs and regulatory changes that will take effect in April 2025. In response to the recent Budget, Helen Dickinson, Chief Executive of the British Retail Consortium (BRC), highlighted the sectors growing financial pressures , including over 2.

Retail 130

Retail Engagement Management Analytics 130

Advertiser: ZoomInfo

AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.

Sales

BirdEye

NOVEMBER 18, 2024

“Post daily.” “Stay consistent.” “Engage more.” These social media mantras sound simple, but the reality is that you’re spending countless hours staring at blank screens, struggling to create fresh content for multiple platforms. What if you could create a month’s worth of relevant posts in just a few hours while increasing your social media engagement rates?

Social Media 52

Social Media How To Guidelines Trends 52

Calabrio

NOVEMBER 18, 2024

Analytics Protecting customers from seasonal fraud: Using WEM to strengthen financial services contact centres Share Fraud prevention is critical for financial services contact centres, especially during the festive season when transaction volumes rise sharply. This time of year brings a high risk of fraud attempts like account takeovers and phishing scams, as fraudsters exploit the rush and heightened activity.

Financial 130

Financial Analytics Exercises Training 130

Gainsight

NOVEMBER 18, 2024

The power of the customer to drive growth for any B2B organization increases exponentially when they connect to a community of others. In fact, many companies are building community engagement into the foundation of their customer success strategies because of the positive impact on revenue and retention. Community offers customers a self-service hub and allows organizations to tap into the wisdom of the crowd, as peers collaboratively solve problems and discover new use cases and features.

Self Service 40

Self Service Customer Retention B2B Report 40

Calabrio

NOVEMBER 18, 2024

Analytics Pourquoi des solutions WEM plus intelligentes sont importantes : Le point de vue de Calabrio sur le Magic Quadrant 2024 de Gartner pour CCaaS Sautez en avant Share Dans le quadrant magique 2024 de Gartner pour les centres de contact en tant que service (CCaaS) , un message cl est clair : les centres de contact ont besoin d’outils modernes et avancs pour relever les dfis actuels et conserver leur avantage concurrentiel.

Analytics 130

Analytics Engagement Interaction Report 130

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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.

Contact Center

Forrester's Customer Insights

NOVEMBER 18, 2024

Vendor messaging of “The Composable DXP” is not resonating, especially when the portfolio of capabilities varies widely across vendors. Turns out that securing credibility as a provider of a DXP requires more than appending the word “composable” to their name.

Customers 52

Customers 52

Calabrio

NOVEMBER 18, 2024

Analytics Matriser l’augmentation des cots du commerce de dtail grce la gestion de l’engagement de la main-d’uvre : Une approche stratgique pour les ftes de fin d’anne Sautez en avant Share Les dtaillants britanniques se prparent la saison des achats la plus charge de l’anne, tout en faisant face la hausse des cots et aux changements rglementaires qui entreront en vigueur en avril 2025.

Analytics 130

Analytics Financial Retail Engagement 130

Brandwatch CX

NOVEMBER 18, 2024

Discover effective link in bio strategies to enhance your Instagram presence. Learn how to drive engagement and maximize your impact. Read the article now!

Engagement 52

Engagement Strategy How To 52

Calabrio

NOVEMBER 18, 2024

Analytics Protger les clients de la fraude saisonnire : Utiliser WEM pour renforcer les centres de contact des services financiers Sautez en avant Share La prvention de la fraude est essentielle pour les centres de contact des services financiers, en particulier pendant les ftes de fin d’anne, lorsque les volumes de transactions augmentent fortement.

Financial 130

Financial Analytics Engagement Interaction 130

Advertiser: ZoomInfo

ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!

Report

Forrester's Customer Insights

NOVEMBER 18, 2024

According to our most recent CMO Pulse Survey, marketing executives plan to prioritize maturing how they measure marketing effectiveness in 2025. Marketing measurement plays a critical role in helping CMOs defend marketing investments, secure resources for future initiatives, and show that marketing is an engine for growth rather than a cost center.

Measurement 26

Measurement Marketing Meeting Resources 26

Calabrio

NOVEMBER 18, 2024

Analytics Warum smarte WEM-Lsungen wichtig sind: Calabrio’s Meinung zum Gartner Magic Quadrant 2024 fr CCaaS Vorsprung Share In Gartners Magic Quadrant 2024 fr Contact Center as a Service (CCaaS) wird eine Kernaussage deutlich: Contact Center brauchen moderne, fortschrittliche Tools, um die heutigen Herausforderungen zu meistern und ihren Wettbewerbsvorteil zu behalten.

Contact Center 130

Contact Center Analytics Tools Engagement 130

Forrester's Customer Insights

NOVEMBER 18, 2024

In 2025, we expect consumer usage of loyalty programs to grow amid declines in overall brand loyalty. Though loyalty programs offer the rewards that price-conscious consumers crave, companies struggle to inspire emotional loyalty across various tactics aimed at improving retention.

Loyalty 26

Loyalty Meeting Loyalty Programs Marketing 26

Calabrio

NOVEMBER 18, 2024

Analytics Schutz der Kunden vor saisonalem Betrug: Einsatz von WEM zur Strkung der Kontaktzentren von Finanzdienstleistern Vorsprung Share Betrugsprvention ist fr Finanzdienstleistungs-Kontaktzentren von entscheidender Bedeutung, insbesondere whrend der Weihnachtszeit, wenn das Transaktionsvolumen stark ansteigt. Zu dieser Jahreszeit besteht ein hohes Risiko von Betrugsversuchen wie Kontobernahmen und Phishing-Betrug, da Betrger die Eile und die erhhte Aktivitt ausnutzen.

Contact Center 130

Contact Center Analytics Financial Trends 130

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Customer Experience

Forrester's Customer Insights

NOVEMBER 18, 2024

As all organizations recognize they are (at least in part) software companies, questions arise. Which software development technologies have staying power? Which are just a flash in the pan? And which technologies, useful in the past, should now be retired in favor of better options?

Software 32

Software Study Technology Company 32

Calabrio

NOVEMBER 18, 2024

Analytics Steigende Kosten im Einzelhandel mit Workforce Engagement Management meistern: Ein strategischer Ansatz fr die Weihnachtszeit Vorsprung Share Einzelhndler in ganz Grobritannien bereiten sich auf die geschftigste Einkaufssaison des Jahres vor, whrend sie gleichzeitig mit steigenden Kosten und regulatorischen nderungen zu kmpfen haben, die im April 2025 in Kraft treten werden.

Engagement 130

Engagement Management Analytics Retail 130

Forrester's Customer Insights

NOVEMBER 18, 2024

The Digital Product Passport promises significant benefits for sustainability, auditability, and consumer information, but a lack of agreement on standards makes it difficult to realise this promise ahead of European deadlines in 2027.

Consumers 32

Consumers Automotive Government Data 32