Comm100

DECEMBER 12, 2023

We’ll explore how Generative AI is changing the very fabric of customer interactions, while balancing this automation with emotional intelligence. Built on advanced machine learning models (LMs) like GPT and with vast datasets, Generative AI bots can hold dynamic, human-like conversations in every interaction.

2024 81

2024 Innovation Customer Service Omnichannel 81

Comm100

MARCH 20, 2024

In an era where public trust in government institutions is understandably sensitive, the need for robust and transparent communication strategies has never been more critical. When done right, digital communication offers governments and agencies the opportunity to build, maintain, and restore trust.

Government 78

Government Communication Social Media 2022 78

InMoment XI

AUGUST 23, 2023

Customer experience transformation is the key to staying ahead of your competitors and connecting with your customers. If your employees are disengaged or disconnected from the company’s mission, values, and customers, it will inevitably reflect in customer interactions. What is Customer Experience Transformation?

Customer Experience 260

Customer Experience Omnichannel Innovation Loyalty 260

InMoment XI

MAY 4, 2022

We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Through open communication. Profit and growth are stimulated primarily by customer loyalty. Give Employees the Time They Need.

Loyalty 580

Loyalty 2011 Call Center Leadership 580

TechSee

APRIL 21, 2021

Automating these activities, known as Robotic Process Automation (RPA) , takes call center AI automation to the next level by interpreting, triggering responses, and communicating with other systems just like agents would, via a combination of user interfaces and commands. AI-Based Collaboration Tools.

Call Center 136

Call Center 2021 Innovation Contact Center 136

InMoment XI

MARCH 6, 2024

This involves continuously striving to improve all elements of the customer experience, whether it’s the quality of products or services, the level of customer service provided, the ease of doing business with the company, or any other aspect that impacts the customer’s interaction with the brand.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

ShepHyken

DECEMBER 23, 2022

This week, we feature an article by Mitel , a company that works with teams by supporting their communications and technology needs so that they can provide the best customer experience possible. They share their top 5 unified communications predictions for 2023. Predictable. Our prediction? Top 5 UC Predictions for 2023.

2023 69

2023 Communication Contact Center Return on Investment 69

InMoment XI

JULY 12, 2023

Customer experience refers to the overall impression and perception customers have of a brand based on their interactions and touchpoints throughout their journey, encompassing every aspect of their engagement, from initial awareness to post-purchase support and beyond. You need to understand the most important touchpoints and interactions.

Customer Experience 260

Customer Experience Social Media Touchpoint Net Promoter Score 260

Experience Investigators by 360Connext

APRIL 23, 2024

CEM involves strategic planning and execution that help an organization track, oversee, and organize interaction between a customer and the organization throughout the customer lifecycle. (Is It’s up to CX leaders to clearly communicate about these connections for their organization. This is where some business acumen can help.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

CSM Magazine

MAY 9, 2024

The integration of Edify’s no-code orchestration engine into AXP allows businesses to create and deploy workflows easily, enhancing customer interactions. Edify’s technology brings valuable features like open APIs, out-of-the-box CRM connections, and AI capabilities such as NLU and sentiment analysis to AXP.

2024 52

2024 Contact Center Communication Customer Journey 52

Upstream Works

MAY 4, 2021

What do customers want when they interact with your contact center? We enhance Amazon Connect to provide a unified desktop, seamless integrations and management simplicity. We bring Amazon Connect voice and digital channels like email, chat, messaging, co-browse, and bots to one unified desktop.

Connections 78

Connections Engagement Contact Center Technology 78

InMoment XI

FEBRUARY 9, 2024

It’s driven, in part, by product innovation. They expect brands to understand them in turn, and then use those insights to deliver ultra personalized experiences, communications, and offers. AI Enables Brands to Bridge This Gap Automotive brands can deploy chatbots to interact with automotive buyers throughout the purchase journey.

Automotive 260

Automotive Customer Journey E Commerce 2022 260

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. Miller explained the ‘Authenticity Lifecycle,’ which is a business model that infuses authentic engagement with marketing, innovation and customer experience activities.

2016 267

2016 Innovation Marketing Insights 267

TechSee

JANUARY 2, 2019

Opening on January 8 in Las Vegas at the Sands, Level 2, Halls A-D , the CES Smart Home marketplace will feature the latest innovative tech from vendors offering everything from security monitoring to smart appliances, lighting, window coverings, irrigation, entertainment systems and more. Voice-First Experience: Innovation and Disruption.

2019 174

2019 Innovation Entertainment Events 174

Call Experts

AUGUST 5, 2021

Interactive voice response systems, commonly referred to as IVR systems , are phone-based call centers that connect callers and users through automated voice tree menus and other telephone features. In this short article, we’ll address the concern, “What is an IVR (interactive voice response system)?”

Interaction 52

Interaction Contact Center Call Center Innovation 52

Totango

APRIL 6, 2023

That’s why we’re continually making improvements to our Composable Customer Success platform to provide greater visibility to cross-functional teams, automate CS tasks and processes, and connect with other key systems in the enterprise tech stack to better track the business value of CS.

Innovation 87

Innovation 2023 Customer Success Sales 87

Customer Bliss

JANUARY 17, 2019

As the banking industry continues to focus more on customer experience and innovation, I think this is a good conversation to have at the beginning of 2019. She had support from her C-Suite leaders, as the president saw the value of leading their external and internal facing communications with CX. Connect Employees to the Customer.

Connections 190

Connections Chief Customer Officer 2006 Banking 190

Ecrion

JULY 14, 2020

These days, it can feel like it’s more difficult than ever to connect with your customers. People are confined to their homes due to the pandemic and your customer service team may feel like their usual avenues for connecting with customers aren’t available. Face-to-Face Video Communication. Live Chat Over Email.

Communication 92

Communication Technology Customer Service Social Media 92

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. Connect with, and learn more about, Chris on his platforms: . PLAY AND SUBSCRIBE.

Culture 98

Culture Connections Leadership Communication 98

Oracle

DECEMBER 22, 2020

As 2020 draws to a close and we look forward to the renewed possibilities of 2021, let’s take a look back at this year’s biggest AI innovations. Here’s a closer look at the key innovations in AI that made a splash in 2020 and set the stage for future innovation in 2021 and beyond. AI helps fight a pandemic.

2020 77

2020 Innovation Healthcare 2021 77

Customer Bliss

JUNE 20, 2017

With creativity, passion and award-winning know-how, Jackie supports service-orientated organizations and helps to improve their guest experience through innovation, engagement, and empowerment. It’s important for professionals to understand the interaction between marketing and service, for example. She’s on LinkedIn here.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

CSM Magazine

JULY 10, 2023

Hosted by a distinguished quartet of Stuart Dorman, Sabio’s Chief Innovation Officer; Rob Scutchings, Sabio’s Chief Technology Officer; Mike Odekerken, Contact Centre Sales Manager for DACH, UK&I and Nordics at Twilio andJason Flynn, Director EMEA Partners at Twilio, the event was far from your standard corporate meet-and-greet.

Innovation 52

Innovation Events Travel Technology 52

TechSee

FEBRUARY 19, 2019

This year’s theme, “Intelligent Connectivity,” focuses on highly contextualized and personalized experiences , delivered when and where customers want them. From conversational commerce to crowdsourced design, eye-level interactions with customers are at the heart of the next wave of customer experience innovations. Who’s there?

2019 95

2019 Innovation Telecommunications Events 95

ShepHyken

SEPTEMBER 29, 2023

This week, we feature an article by Tarek Kamil, CEO and Founder of Cerkl, an internal communication software that helps teams connect. The reality is that the connection (or lack thereof) between employee engagement and customer experience can seriously impact business performance.

Engagement 136

Engagement Employee Experience 2009 Loyalty 136

Beyond Philosophy

FEBRUARY 20, 2020

We recently learned about the inventor of the hashtag Chris Messina’s concept of Conversational Commerce and how it has changed the way brands interact with their customer on social media platforms. They’re changing the way we communicate and improving our ability to be mobile.

Innovation 162

Innovation Social Media Technology Brands 162

Lithium

OCTOBER 14, 2021

As part of this year's Autumn Innovation Release, we're focused on empowering digital frontline workers to deliver better customer experiences easily and securely. Zoom integration in Community events. Community Events on the Khoros platform just hit a new level. from your customers during a customer service interaction?

Innovation 52

Innovation Engagement Events Contact Center 52

Experience Investigators by 360Connext

DECEMBER 14, 2021

Communicate and support employees serving customers in bigger and more consistent ways. What do they need to know, hear and do to best communicate when things don’t go as planned? . Share the wins throughout the organization so employees can connect the way their everyday actions impact the customer. .

2022 372

2022 Customer Experience Airlines Customer Journey Mapping 372

TechSee

MARCH 7, 2023

Elizabeth has been leading the conversation on how our new connected homes and devices are changing how we live and documenting service evolution for nearly 25 years. Kate champions digital innovations that create the best customer experience and solutions.

2023 207

2023 Contact Center Leadership Hospitality 207

Experience Investigators by 360Connext

FEBRUARY 6, 2024

higher customer lifetime value by prioritizing CX Now comes the tricky part: How can we connect day-to-day activities and specific investments to those undeniable business benefits? Let’s look at the common CX metrics to understand how they are helpful, as well as explore why an abundance of data can sometimes be an innovation blocker.

Metrics 270

Metrics Net Promoter Score NPS Effort Score 270

Experience Investigators by 360Connext

OCTOBER 17, 2018

Engagement means connecting their daily duties with the bigger vision, every day. Engaging customers means connecting with them emotionally. A customer-centric culture is where innovation and imagination around the customer experience live. Instead, loyalty must be earned with each and every interaction. Transformation.

Leadership 283

Leadership Culture Customer Centricity 2019 283

ClearAction

DECEMBER 30, 2017

Customer-Centric Innovation Lynn Hunsaker. Round-the-clock two-way communications in a wide variety of forums have put customers in the driver’s seat as informed, sophisticated and powerful parties in purchase decisions. Lynn Hunsaker. When the customer’s well-being comes first in your decision-making, you’re customer-centric.

Customer Centricity 54

Customer Centricity Innovation Magazine Customers 54

8x8

OCTOBER 17, 2018

Although the story is very positive, there is so much more potential, and modernizing communications can help unlock it. Aggregating the data from companies that have done this type of assessment with us, about 76% are still just starting their journey to higher levels of communication maturity. Modern communications are in the cloud.

Communication 73

Communication Contact Center Roadmap Demo 73

CSM Magazine

JANUARY 30, 2024

Introduction Envision a world where every interaction with a company leaves you feeling not just satisfied, but genuinely valued. They don’t just view your inquiries as tasks to be checked off they see them as opportunities to connect and assist. Spotting Customer-Centric Companies I. Apple Inc.,

Customer Centricity 111

Customer Centricity E Commerce Exceptional Customer Service E-support 111

Interactions

APRIL 16, 2024

A dedication to understanding your customers ensures that every interaction is personalized and purposeful, alleviating the pain of lengthy wait times and ensuring each conversation is met with effective, personalized assistance. Now, with IVAs and Conversational AI, these interactions feel very different.

Customer Care 62

Customer Care Omnichannel Metrics Innovation 62

Experience Investigators by 360Connext

JANUARY 2, 2020

They don’t have a voice in the meetings, decisions and communications in your organization unless you give it to them. Communicate throughout your organization so everyone understands why customer experience is important and what you’re doing about it. Innovate around your experience as a rule. Know the journey.

2020 225

2020 Customer Journey Mapping Contact Center Customer Journey 225

Lithium

APRIL 12, 2022

A contact center is only as good as the people interacting with customers. Available for early adopters, this new agent mode can help your contact center balance customer demands for both synchronous and asynchronous interactions — a crucial capability for any digital-first customer service organization. Zero-training AI.

Omnichannel 52

Omnichannel Innovation Contact Center Customer Service 52

Magellan Solutions

JANUARY 24, 2024

Enhancing customer satisfaction and engagement keeps your business connected at all times. Enhancing customer satisfaction and engagement keeps your business connected at all times. It emphasizes the need for quick and personalized interactions to enhance customer experience. We felt the human connection was getting lost.

Customer Service 52

Customer Service Customer Satisfaction Connections Interaction 52