Bold360

SEPTEMBER 15, 2020

The strongest, most well-rounded omnichannel customer engagement strategies employ both live chat and chatbot integration to deliver a better, more scalable and 24/7 customer experience (CX) across channels, as well as a better employee experience (EX). decrease in customer care costs.

Virtual Agent 90

Virtual Agent Net Promoter Score Competitive Advantage Omnichannel 90

ShepHyken

JANUARY 8, 2018

Ensuring A Positive Employee Experience by Brian Berns. Forbes) After years of focusing on improving the customer experience, businesses are now turning attention inward as employee experience (often referred to as “EX”) moves toward the top of executive priority lists.

2018 0

2018 Article Customer Service Contact Center 0

Oracle

DECEMBER 12, 2019

“Customer experience and employee experience are now two of the driving forces of business. “To be truly effective, dedicated innovation and experience design teams need to be embedded within the relevant business units — not sitting off in an innovation and design bubble.

2019 58

2019 Customer Experience Competitive Advantage Customer Care 58

Wootric

FEBRUARY 14, 2019

She oversees brand, demand and product marketing — attracting companies that make customer experience their competitive advantage using Wootric’s AI-powered software. Why we love Maxie: She’s a keynote speaker, author, Principal Analyst at Forrester , and has a PhD in Business Management on Customer Care.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Playvox

MAY 2, 2023

Moving to a cloud contact center and workforce engagement solution means shifting your data, software, and hardware used to provide customer service from on-premises solutions to a cloud-based infrastructure. Supporting remote work in your customer service center is key to a positive employee experience.

Contact Center 52

Contact Center Omnichannel 2022 Competitive Advantage 52

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience.

Customer Service 52

Customer Service Customer Experience Magazine Books 52