InMoment XI

AUGUST 3, 2023

By tapping into unstructured data sources, businesses can elevate their customer experience strategies, customer experience research , improve personalized interactions, and create more meaningful connections with their target audience, ultimately gaining a competitive edge in today’s data-driven marketplace.

Analytics 366

Analytics Customer Insights Data Social Media 366

Inbenta

OCTOBER 30, 2024

Conversational AI solutions help businesses keep their customer service prompt, efficient and continuous, even at the busiest times. The following is an excerpt from our latest white paper, “ Peak Performance: Mastering Customer Service Spikes with AI. ” What makes a good customer experience?

Self Service 52

Self Service Chatbots NPS Tools 52

Comm100

MAY 20, 2020

If you want to find out more about omnichannel customer engagement and how to handle interactions across channels with more control and less effort, download the White Paper below: Free Download: Customer Engagement 2020 White Paper. White Paper. Download Now.

Omni-Channel 162

Omni-Channel Customer Service Knowledge Base Communication 162

Customer Interactions

JULY 7, 2015

In its new white paper You Can Have It All: Satisfied Customers AND Profitable Operations, industry analyst firm Frost & Sullivan confirmed that optimizing customer interactions is critical to improving business performance. They do this by first listening “(across channels) to understand customer intent.

Social Media 28

Social Media Customer Experience Interaction System 28

Comm100

MAY 20, 2020

If you want to find out more about omnichannel customer engagement and how to handle interactions across channels with more control and less effort, download the White Paper below: . Free Download: Customer Engagement 2020 White Paper. White Paper. Download Now.

Omni-Channel 130

Omni-Channel Customer Service Knowledge Base Communication 130

Inbenta

AUGUST 23, 2024

Today’s advanced AI tools can transform how insurance companies interact with their policyholders. Read the full white paper, “ Building Policyholder Loyalty with AI ” to get the rest of the story. By embracing AI-powered solutions, insurers can deliver extraordinary experiences that keep policyholders loyal and satisfied.

Insurance 52

Insurance Virtual Agent Chatbots Advertising 52

TechSee

MARCH 12, 2019

When visual interaction – whether via image or video – is combined with automation, contact center workflows can be improved dramatically. Alternatively, customers can visually interact with AI-powered assistants in self-service mode, alleviating pressure on human agents. The Power of Visual Automation. Benefits to agent productivity.

Self Service 112

Self Service Contact Center Net Promoter Score Contact Center Workflow 112

Optimove

NOVEMBER 12, 2024

AI-Driven Predictive Analytics : Since 2012, Optimove has embedded AI-driven predictive analytics in its platform, empowering marketers to anticipate customer behavior and tailor interactions. This early use of AI set a new standard in marketing. At Optimove, we ensure our customers know how to implement these technologies to maximize CLV.

Return on Investment 52

Return on Investment Leadership Innovation Analytics 52

Kayako

MAY 13, 2022

Today’s customer expects efficient, seamless interactions with products, services, and customer service help across various devices. Kayako’s SingleView™ includes every customer’s interaction in our help desk support ticketing system so that customer service agents can access a centralized, visual story of the entire customer journey.

Self Service 275

Self Service Knowledge Base e-support Policies 275

Esteban Kolsky

JANUARY 29, 2019

There is so much potential around KM and the way to use it to automate a large number of interactions in an enterprise – why isn’t it done? Good stuff, and it is excerpted in blogs post – three already published (you can access them from the main page ) and you can also register to download the white paper at this page.

Case Study 92

Case Study Study Innovation Interaction 92

Comm100

JANUARY 14, 2020

Agents can view every interaction that a customer has had with the company, no matter the channel of origin, from a single console. This post includes highlights from our Omnichannel white paper. Read the full story by downloading the free white paper below. Free Download: Customer Engagement 2020 White Paper.

Omni-Channel 100

Omni-Channel Social Media Knowledge Base Touchpoint 100

Comm100

JANUARY 21, 2020

With digital omnichannel engagement, you can automate proactive interactions based on custom rules that guide users through the customer journey. Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. White Paper.

Customer Journeys 100

Customer Journeys Social Media B2C Omni-Channel 100

Vonage

JUNE 23, 2017

Engagement is about interacting and attraction. One that is pushy and promotional or one that is about interacting and relationship building? But, today a good website is about offering up new content, sometimes daily (or even more often), in the form of articles, white papers, videos and even games.

Customer Experience 193

Customer Experience Marketing Advertising Customer Service Training 193

Storyminers

JANUARY 26, 2015

From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems. Companies were the early adopters.

Meeting 100

Meeting Customer Experience Design CRM Strategy 100

Quadient

MAY 23, 2022

Customers who perceive their interactions with your company as highly positive purchase more of your products and/or services, purchase more frequently, are more loyal, and are more likely to share their positive views with personal contacts and online communities. . These interactions have two components. Marissa Feigen. Experience.

Contact Center 105

Contact Center Meeting Social Media Call Center 105

TechSee

DECEMBER 12, 2017

Every interaction, touchpoint and communication is captured and stored, and how a contact center handles its data is critical to its success. Visual experiences are gaining traction within customer interactions, and are poised to become the dominant channel for customer communications. One of biggest challenges is handling data.

Omni-Channel 144

Omni-Channel Customer Experience Contact Center Touchpoint 144

Vonage

MARCH 26, 2018

At NewVoiceMedia, we believe that competing in today’s CX-driven economy requires businesses to understand the link between emotion and customer loyalty, and provide more personalized and emotive customer interactions. Here’s what we learned. Providing a seamless omni-channel service that makes sense for your customer base is essential.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

Comm100

FEBRUARY 19, 2020

If a customer has marked multiple interactions as unsatisfactory, you can assign them with a VIP status so that your agents can prioritize their unresolved complaints and even be alerted to their presence on your site whenever they return. To learn more about how this works, read our ‘ Never Miss a VIP ’ white paper.

Company 162

Company B2C Social Media e-support 162

SaleMove

MAY 14, 2021

Digital Customer Service helps make make any live interaction with customers simple and easy. We explore this topic further in our white paper, “ How P&C Insurers are Using Digital Customer Service as a Differentiator.”

Insurance 52

Insurance Self Service Contact Center Call Center 52

TechSee

OCTOBER 19, 2021

Visual assistance is an emerging technology powered by video and augmented reality that allows users to instantly stream their mobile device camera or screen for real-time, interactive visual engagement. Is visual assistance the answer to how to reduce returns? Truck Roll Rates, and. First Contact Resolution.

How To 124

How To e-support Self Service Retail 124

Comm100

FEBRUARY 25, 2020

Your team can spend days crafting the perfect customer journey, but if only some people on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition? This post is the second of two that cover just a few points of our ‘Never Miss a VIP’ white paper.

Social Media 162

Social Media Omni-Channel CRM B2B 162

Calabrio

JANUARY 2, 2020

One key component for inspiring better interactions between companies and their customers is Calabrio having a fully unified approach and identity. Therefore, on January 13 we will completely unite under the Calabrio brand. Seamless and consistent communications. We’ve made it easy to communicate with us. Stay connected, stay social.

Brands 221

Brands Social Media Roadmap Contact Center 221

Comm100

APRIL 6, 2020

Multichannel customer engagement refers to companies interacting with customers through multiple channels, such as phone, email, and live chat, with each channel managed in its own platform. The more you know about the customer, the problem at hand, and previous interactions with your company, the more helpful you can be. White Paper.

Omni-Channel 130

Omni-Channel Customer Engagement Engagement Chatbots 130

CSM Magazine

OCTOBER 12, 2023

Sabio Group, the global digital experience transformation services specialist, has partnered with customer engagement expert Martin Hill-Wilson to release the 2023 edition of its acclaimed CX Realities white paper series.

Groups 52

Groups Omni-Channel Customer Journeys Customer Engagement 52

AWS Machine Learning

NOVEMBER 6, 2024

User interface development – To provide a user-friendly experience, Hearst built a custom web interface so employees could interact with the Amazon Q Business assistant through a familiar and intuitive interface. As a result, the CCoE could deliver a personalized experience to each business unit. About the Authors Steven Craig is a Sr.

Government 96

Government Self Service Innovation Roadmap 96

Calabrio

JANUARY 2, 2020

One key component for inspiring better interactions between companies and their customers is Calabrio having a fully unified approach and identity. Therefore, on January 13 we will completely unite under the Calabrio brand. Seamless and consistent communications. We’ve made it easy to communicate with us. Stay connected, stay social.

Social Media 190

Social Media Roadmap Contact Center Analytics 190

Comm100

FEBRUARY 25, 2020

Your team can spend days crafting the perfect customer journey, but if only some people on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition? This post is the second of two that cover just a few points of our ‘Never Miss a VIP’ white paper.

Social Media 130

Social Media Omni-Channel CRM B2B 130

Comm100

FEBRUARY 19, 2020

If a customer has marked multiple interactions as unsatisfactory, you can assign them with a VIP status so that your agents can prioritize their unresolved complaints and even be alerted to their presence on your site whenever they return. To learn more about how this works, read our ‘ Never Miss a VIP ’ white paper.

Company 100

Company B2C Social Media e-support 100

Comm100

JANUARY 21, 2020

With digital omnichannel engagement, you can automate proactive interactions based on custom rules that guide users through the customer journey. Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. B2B vs. B2C conversion.

Customer Journeys 210

Customer Journeys Social Media B2C Omni-Channel 210

Vonage

FEBRUARY 13, 2017

In NewVoiceMedia’s White Paper, Serial Switchers Strike Again , we discovered that 70% of consumers are more loyal to a company when they provide excellent customer service, and 40% spend more. To learn more about excelling in sales and service, take a look at our selection of insight-packed white papers.

Analytics 133

Analytics Customer Service Customer Satisfaction Software 133

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. But first, let’s quickly explain what is meant by ‘digital customer experience excellence’.

Customer Experience 232

Customer Experience Omni-Channel Chatbots Social Media 232

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. Justify customer loyalty through excellence – innovate audience interactions. Many executives are interested in improving and understanding customer experience.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience.

Customer Success 80

Customer Success eBook Loyalty Conference 80

Calabrio

SEPTEMBER 21, 2016

Yet, the average organization analyzes a whopping 2% of these interactions—and most of this analysis has a reactive, remedial goal. They’re making their agents smarter to make interactions better. Learn more about how to turn your contact center into a business intelligence hub in this complimentary white paper.

Contact Center 100

Contact Center Analytics Technology Customer Voice 100

Calabrio

APRIL 27, 2017

Your agents may work one interaction to the next, but when it comes to their careers, they are looking at the big picture. Download this white paper to learn more about changing workforce challenges in the contact center. Invest in your agents. What are they working toward at your company?

Contact Center 162

Contact Center Engagement Self Service Social Media 162

Calabrio

APRIL 25, 2017

They first entered the contact center sphere when social media became a significant channel for customers to interact with brands. Download our white paper, Better Contact Center Reporting: A Roadmap to Improving Analytics to Drive Key Business Objectives. Contact center reporting technology of the future.

Contact Center 140

Contact Center Social Media Roadmap Report 140