ECXO
MARCH 11, 2025
Action Point: Develop a CX vision that directly ties into financial and operational goals (e.g., Action Point: Present CX metrics alongside financial indicators to show the business case for improving customer experience. Action Point: Develop a CX scorecard that combines customer experience data with financial KPIs.
ECXO
OCTOBER 17, 2024
Cutting-Edge Technology and Its Complexities With rapid advancements in technology, medical devices are becoming more sophisticated. These technological advancements, while incredibly beneficial, also demand user-friendly interfaces, excellent customer support, and continuous education for patients and healthcare providers.
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eglobalis
NOVEMBER 3, 2024
This process is particularly powerful in sectors with high trust requirements, such as technology and cybersecurity. Leverage Technology as an Enabler, not a Solution While technology is essential in today’s CX strategies, it should be viewed as an enabler that enhances—rather than replaces—human-centric interactions.
InMoment XI
JULY 13, 2023
In our recent virtual panel discussion, we explored how different financial firms are embracing the Consumer Duty Act and identified areas where most of their resources have been designated. Firms should harness the benefits of data and technology to improve their services and understand the outcomes they achieve for their customers.”
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To answer these questions, we analyzed VOC data from programs across a variety of verticals – including Financial Services, Healthcare, B2B Services, Technology, and more. Have the drivers of customer experience changed? Download this eBook to learn what we discovered and get the most out of your customer feedback!
eglobalis
FEBRUARY 3, 2025
Introduction In todays digital age, the relationship between technology and customer experience (CX) has become almost inseparable. This article explores how technology and customer experience are becoming more interdependent, with a focus on AI’s role in B2B environments.
AWS Machine Learning
NOVEMBER 12, 2024
The following is an example of a financial information dataset for exchange-traded funds (ETFs) from Kaggle in a structured tabular format that we used to test our solution. A user can ask a business- or industry-related question for ETFs. percent means you’ll pay $30 per year for every $10,000 you have invested in the fund.
Speaker: Elissa Riddell, Justin Knowles, Melissa Maki, Ami Iceman-Haueter
The technology they’re implementing is often siloed creating inconsistent experiences as customers and members move from one channel to the next. Creating a digital first experience, complemented by in-person engagements where needed, is the name of the game for financial institutions in 2022. The problem?
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After analyzing VOC data from verticals including Financial Services, Healthcare, B2B Services and Technology, we found some interesting answers. They wonder: Does Net Promoter Score® (NPS) still have the same predictive power. Do loyalty metrics need to be reassessed? Have the drivers of customer experience changed?
Speaker: Rana Gujral, CEO at Behavioral Signals
Customer service technology has largely been the same for decades. Insights from a real-world case study, involving a European Financial Institution, and how behavioral AI managed to increase revenues by 20% while lowering call center costs by 7.6%. But are your contact center practices able to grow with a customer’s experience?
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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