CSM Magazine

NOVEMBER 1, 2023

After yet another successful event in 2023, we’re expecting over 500 delegates to converge on the UK’s capital to discuss the latest in CX strategy and innovation. Sessions will cover critical issues like optimising CX with automation and AI, leveraging data and analytics for customer insights, and driving innovation through CRM.

2024 52

2024 Customer Experience Competitive Advantage Events 52

Lumoa

APRIL 28, 2024

Customer service representatives can use Medallia to hear and respond to customer feedback, report the action taken, and whether or not the issue has been resolved. Its omnichannel text analytics feature comes with Natural Language Processing and is supported by AI (more about this in the next segment).

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

Optimove

MARCH 30, 2023

And sure, 2023 just started, but summer’s somehow approaching. Another key finding is that omnichannel marketing is growing in importance for brands. It underscores that retailers without omnichannel capabilities are disadvantaged in connecting with the customer. Will it sizzle or fizzle?

Consumers 52

Consumers Omnichannel 2022 Retail 52

Totango

SEPTEMBER 22, 2023

When CS technology is feeding customer insights into other parts of the enterprise—providing the connection between sales, CS, product and marketing—businesses are able to fully recognize customer desired outcomes and nurture them across the optimal experience.

Multi-Channel 113

Multi-Channel 2023 Customer Success Omnichannel 113

Think Customers

JULY 5, 2023

Omnichannel efforts never met their full potential because point solutions were never fully integrated. Take these lessons to heart when incorporating AI solutions into your business for customers and employees. “It’s hard to restart, but AI will turbocharge” any efforts to become more digitally driven, he said.

Contact Center 52

Contact Center 2023 Omnichannel Interaction 52

Kustomer

JUNE 1, 2023

Using customer data to create a personalized customer experience is one of the top customer service trends of 2023, according to Forrester. Use an omnichannel approach: While customers may have a communication channel of choice, don’t expect them to only contact your business through one method of communication.

Customer Service 78

Customer Service Customer Service Strategies Hotels Social Media 78

Forrester's Customer Insights

MARCH 20, 2023

In times like these, customer service teams are often pressured to cut costs – at all costs. It’s news to no one that the past few years have been tough. Having only just found some stability post-pandemic, companies are now thrust into a new economic crisis. While we don’t expect that to change entirely, we […]

Customer Service 47

Customer Service 2023 Customers Omnichannel 47

Forrester's Customer Insights

APRIL 10, 2023

You can find The State Of Cloud In Retail, 2023 on the Forrester website now. Last week, we published our latest in a series of “State Of” reports for specific verticals.

Retail 26

Retail 2023 Healthcare Financial 26

SurveySensum

NOVEMBER 23, 2023

We’ve done our bit of research and shortlisted 15 of the best NPS tools you should check out in 2023. We’ve done our bit of research and shortlisted 15 of the best NPS tools you should check out in 2023. SurveySensum SurveySensum is a powerful NPS survey tool that helps you make customer feedback actionable.

NPS 52

NPS Net Promoter Score 2024 Multi-Channel 52

Forrester's Customer Insights

DECEMBER 19, 2022

Here’s a snippet of the advice we gave to retailers looking to meet customers’ high expectations around shipping and fulfillment this holiday season and beyond.

Customer Expectations 26

Customer Expectations 2023 Retail Customers 26

Forrester's Customer Insights

MARCH 30, 2023

Learn how your organization can leverage CPQ solutions to win, retain, and grow customers, This blog will highlight trends uncovered during research for The Configure, Price, Quote Solutions Landscape, Q1 2023.

Omnichannel 26

Omnichannel Sales 2023 Blog 26

SurveySensum

OCTOBER 26, 2022

Omnichannel support. Custom URL variables . Furthermore, this tool offers a vibrant dashboard that gives you customers insights. . Omnichannel support. Zendesk is an amazing customer success tool but its dashboard configuration and filters annoy customers. Customizable feedback surveys. AI chatbot .

2023 59

2023 Feedback Social Media Demo 59

SurveySensum

JULY 20, 2023

Regularly monitor performance metrics , sales data, and customer feedback to assess the effectiveness of implemented strategies. Collect omnichannel feedback in real-time Identify touchpoints with the most friction with journey-based dashboards Identify top trends and sentiments from thousand of feedback text analysis in just a few minutes.

Retail 52

Retail Feedback 2023 Social Media 52

BirdEye

SEPTEMBER 20, 2023

Competitor insights 4. Customer insights 5. Customer experience 6. Respond to customers 7. Track strategies, products, and customer information throughout the industry. Customer insights Customer insight using AI is something that Birdeye excels at. Want a quick answer?

Marketing 64

Marketing Advertising Social Media E-support 64