Forrester's Customer Insights

MARCH 27, 2024

you’ll get a great return by consolidating it. Forrester published a study (subscription required) that analyzes the costs, benefits, and risks of dedicating a team to customer success management, outfitting them with purpose-built technology, hiring a […]

Customer Success 31

Customer Success ROI Customer Service Training Sales 31

Magellan Solutions

MARCH 5, 2023

Shared service centers are independent business units of processes, technologies, and people. They perform multiple functions, including human resources , information technology (IT), purchasing, legal, compliance, customer service , and other operational tasks. This article will discuss in detail why this is so.

Government 98

Government Call Center Contact Center Technology 98

TechSee

FEBRUARY 23, 2023

Management gains the flexibility to consider contact center consolidation or more agile agent designation across product and service groups. Once again, visual technologies offer these agents a complete picture of the customer’s situation and the confidence to support them.

Contact Center 124

Contact Center Average Handle Time Technology Reference 124

West Monroe

APRIL 9, 2023

Without a clear post-acquisition platform consolidation and product strategy, tech companies may fail to realize the projected synergies those deals were meant to achieve. Overlooking complexity and cost related to migrating customer data Migrating data can be a drag on overall cost and efficiency during consolidation. The upshot?

Leadership 52

Leadership Customer Centricity Financial Roadmap 52

West Monroe

APRIL 9, 2023

Without a clear post-acquisition platform consolidation and product strategy, tech companies may fail to realize the projected synergies those deals were meant to achieve. Overlooking complexity and cost related to migrating customer data Migrating data can be a drag on overall cost and efficiency during consolidation. The upshot?

Leadership 52

Leadership Customer Centricity Financial Roadmap 52

CSM Magazine

DECEMBER 15, 2021

Investment in CX technology is growing. In fact, not too long ago, IDC expected that, by the end of 2022, global investments in CX technology would reach $641 billion. Businesses will continue to mature along the listen-learn-act paradigm, accelerating the need for feedback consolidation.

2022 59

2022 ROI Metrics Brands 59

Totango

NOVEMBER 27, 2023

The report also explains that advanced technologies, like AI and machine learning, also enhance the efficiency and impact of CS teams by: Extracting actionable insights from customer data to prompt customer-centric business decisions. Offer self-service functionalities through community and knowledge centers.

Customer Success 92

Customer Success 2023 B2B Customer Relationship Management 92

ShepHyken

MAY 27, 2022

In customer support, management needs to take feedback from support agents and consolidate it to optimize business processes. Data analytics and various technological tools can help businesses record user engagement patterns, learn from them, and find ways to solve challenges faced by customer support employees in dealing with customers.?

Call Center 125

Call Center Technology Customers Engagement 125

CSM Magazine

FEBRUARY 2, 2024

After selecting Sabio Group as its transformation partner, Benenden implemented the Genesys Cloud CX platform, consolidating interactions whether via phone, email, chat, text or social media and providing a unified member view.

Multi-Channel 52

Multi-Channel Healthcare Hospitality Social Media 52

SaleMove

FEBRUARY 17, 2023

Explore the unintended negative impact of a legacy, siloed approach to contact center technology and the benefit of a ChannelLess solution. The post Contact Centers Need to Consider Consolidated Digital Solutions appeared first on Glia Blog | Digital Customer Service Explained.

Contact Center 52

Contact Center Blog Technology Customer Service 52

CSM Magazine

MARCH 14, 2024

Environmental management company Green Spark is using the latest cloud and mobile technology to boost sustainable business growth. “We have grown carefully over the last few years consolidating our quality in training and standardisation of field operations. For more information, please visit www.bigchange.com.

Management 52

Management E-support 2018 2013 52

Beyond Philosophy

SEPTEMBER 24, 2020

In my view, Customer Science is the fusion between technology (mainly AI), behavioral science, and data. Customer Science is the fusion between technology (mainly AI), behavioral science, and data. Customer Science is not fully defined; it’s more of a fusion between technology, Customer Experience, and behavioral science.

Net Promoter Score 139

Net Promoter Score 2002 Presentation Customers 139

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. His specialty is exploring the connection between customer service and technology. He also sits on the board of Directors for CSPN. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

West Monroe

APRIL 9, 2023

Without a clear post-acquisition platform consolidation and product strategy, tech companies may fail to realize the projected synergies those deals were meant to achieve. Overlooking complexity and cost related to migrating customer data Migrating data can be a drag on overall cost and efficiency during consolidation. The upshot?

Leadership 40

Leadership Customer Centricity Financial Roadmap 40

Alida

DECEMBER 22, 2016

Platforms that enable companies to make better business decisions will gain influence in the marketing technology space. According to SiriusDecisions , customer intelligence management and business intelligence tools are top technology investment priorities for CMOs in 2017. Never-ending consolidation. Credit: SiriusDecisions.

2017 0

2017 E Commerce 2016 Social Media 0

CSM Magazine

JULY 12, 2023

Davies partnering with Sabio Group to transform its contact centre technology and infrastructure. Darren Martin, Group Chief Information Officer, Davies, said: “Partnering with Sabio represents a major milestone as we continue to invest heavily in advanced digital solutions in order to deliver best-in-class services to customers.

Multi-Channel 52

Multi-Channel Insurance Touchpoint Technology 52

BirdEye

JUNE 27, 2023

In addition, we listened to our customers and their need for a consolidated technology stack and introduced Birdeye Social and Birdeye Appointments , providing more business-critical solutions in one platform.

2013 52

2013 Innovation Customer Experience Management Technology 52

West Monroe

MARCH 17, 2024

From a financing perspective, ag lenders are facing similar challenges as the financial services sector with interest rate uncertainty, demand for technology investments, and potential macro disruptors to the markets. It’s well known that agriculture producers have adopted technology at a rate faster than their lenders.

2024 52

2024 Banking Financial Insurance 52

Upstream Works

MAY 4, 2021

Enable better management with consolidated resources, streamline and automate agent workflows and give IT a tool that is easy to work with. Leverage your existing technologies while making use of new and emerging technologies. Accelerate innovation and bring all of your data and resources together in one desktop.

Connections 78

Connections Engagement Contact Center Technology 78

Comm100

MAY 7, 2024

The answer is to streamline customer service through intelligent technology, AI-powered automation, and empowering agents. Comm100’s solution: Comm100’s omnichannel platform consolidates all communication channels into one unified platform, allowing support agents to seamlessly switch between channels without losing context.

Customer Service 52

Customer Service Omnichannel Social Media Customer Satisfaction 52

Oracle

NOVEMBER 20, 2020

Thanks to advanced digital technologies, companies now find themselves in a position to truly transform the contact center customer service experience. Here are five areas in particular in which technology is already transforming how work gets done. Advances in AI technology continue to gather pace. Recall technology.

Contact Center 97

Contact Center Technology Customer Service Omnichannel 97

Customers That Stick

MAY 13, 2015

In fact, the succession of bad customer service stories seems to have impacted governmental attitudes towards Comcast’s now abandoned move to acquire Time Warner Cable, a consolidation that would have given the new company control over half the United States broadband market. Cable companies are technology companies.

Customer Service 146

Customer Service Poor Customer Service Wireless 2015 146

Comm100

SEPTEMBER 13, 2021

However, the past couple of years has seen its importance within customer service skyrocket as companies adopted new technologies to stay connected during the pandemic. As the name suggests, digital transformation is the process of adapting business using digital technologies. Costs savings through consolidation of systems.

Customer Service 89

Customer Service Omnichannel Social Media 2020 89

Uniphore

JULY 21, 2021

Knowledge Base Consolidation It’s estimated that agents spend 20% of their time working to understand questions and search a knowledge base for the correct information. An approach focusing on knowledge base consolidation can lower costs and improve the speed of knowledge delivery.

Customer Service 52

Customer Service Management Contact Center Social Media 52

Solvvy

MARCH 8, 2022

The best way to effectively use agent responses is by consolidating the data and benchmarking it across different areas including companies in your industry. This hub is able to consolidate information and resources so that employees are better informed and ultimately are being better cared for by the company.

Webinar 62

Webinar Feedback Technology Customer Service 62

West Monroe

JUNE 30, 2021

And along the way, payers, providers, tech companies, and life sciences organizations collaborated to integrate a range of new patient-centric technologies—increasing engagement, improving value-based care, and contributing to better outcomes. Consolidation continues for providers as patient needs and care delivery economics shift.

Healthcare 52

Healthcare Hospitality 2020 Insurance 52

SurveyGizmo

JANUARY 4, 2023

Something else is clear too — our industry is consolidating, driven by software-industry economic factors and by the maturation of experience management. Closing the loop empowers companies to find and keep their best customers and employees – something every organization must do.

Feedback 52

Feedback Employee Experience Engagement Innovation 52

Clarivate

NOVEMBER 16, 2023

Council member Dr. John Donovan, Head of Research and LEAR at Technological University Dublin, said: “Joining the Clarivate research council provides me with practical and strategic intelligence that would be hard to get elsewhere. The unique composition is designed to foster collaborative solutions to pressing issues.

2028 69

2028 Webinar Government Insights 69

Customer Bliss

JULY 26, 2018

Today, we’ll hear from William Chumley , the Chief Customer Officer for the Governor’s Office of Information Technology for the state of Colorado. To provide some background context, William explains that he came into this role about 8 years ago, when IT was newly consolidated into the governor’s central office in Colorado.

Government 111

Government Chief Customer Officer Roadmap Document 111

West Monroe

JUNE 27, 2023

Simplifying account opening procedures, reducing paperwork (thus eliminating redundant requests for customer information), and leveraging digital technology can create a frictionless onboarding experience that encourages customers to initiate and maintain banking relationships.

Banking 52

Banking Customer Relationships Management Financial 52

West Monroe

JUNE 27, 2023

Simplifying account opening procedures, reducing paperwork (thus eliminating redundant requests for customer information), and leveraging digital technology can create a frictionless onboarding experience that encourages customers to initiate and maintain banking relationships.

Banking 52

Banking Customer Relationships Management Financial 52

West Monroe

JUNE 27, 2023

Simplifying account opening procedures, reducing paperwork (thus eliminating redundant requests for customer information), and leveraging digital technology can create a frictionless onboarding experience that encourages customers to initiate and maintain banking relationships.

Banking 52

Banking Customer Relationships Management Financial 52

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services. In 2019, Spitch was recognized by Gartner as a “cool vendor” in speech and natural language, in a corresponding report.

Virtual Agent 59

Virtual Agent Multi-Channel Banking 2019 59

Lumoa

JULY 21, 2022

While technology will undoubtedly continue to propel telecom providers forward, customer experience variables are still among the most important drivers for the industry as a whole. Selection of Service and Technologies. What Role Does CX Play in European Telcos? Company Reputation. Deliver an Omnichannel Experience.

Customer Experience 94

Customer Experience Telecommunications CEM Net Promoter Score 94

Magellan Solutions

DECEMBER 12, 2023

Leverage Technology Utilize technology to establish a robust, multichannel support system through cloud-based services and customized mobile apps. Integrate cloud technologies to offer a unified customer experience across channels and effortless data accessibility. You can achieve this through consistent content postings.

Customer Experience 52

Customer Experience Social Media Omnichannel Customer Relationship Management 52

CSM Magazine

JUNE 9, 2023

Yorkshire-based ASE Autogate has saved money by consolidating the management of its field operation into one easy to use, integrated solution. The company has also featured in the Sunday Times Tech Track 100 in 2018, 2019 and 2020 and was named in the 2018 Deloitte Technology Fast 50.

2018 52

2018 2013 Customer Relationship Management 2020 52

CSM Magazine

MARCH 13, 2022

They also agree that a good customer experience includes empowered employees (Employee Experience) 75%; memorable, personalised interactions in moments that matter (Multiexperience) 80%; and the interaction of humans, data, and technology (User experience) 73%. The right communications and collaboration tools empower everyone.

Customer Centricity 52

Customer Centricity Social Media Touchpoint Customer Journey 52