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. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands.

2016 267

2016 Innovation Marketing Insights 267

Alida

APRIL 4, 2017

Here are three strategies retailers can pursue to reorient around the customer and regain wallet share from e-tailers and other new competitors in the retail business. Invest in the right technology. Understand customer habits. Prioritize customer engagement, not customer service. C ustomers are creatures of habit.

E Commerce 191

E Commerce Retail Innovation Omnichannel 191

SurveySparrow

JULY 20, 2023

Get this – your customers are talking, whispering, and sometimes even shouting out the secrets to your business’s success. Every interaction, every click, every purchase, they’re leaving a trail of breadcrumbs known as ‘Customer Experience Insights.’ What is Customer Experience Insights?

Insights 52

Insights Customer Experience Social Media Customer Centricity 52

Alida

JULY 11, 2018

In a panel session moderated by our very own Karen Eisen, experts from Canadian Tire, Jamieson Laboratories, CIBC and Flipp shared how they are using customer insight to improve the customer experience. Canadian Tire: Use insight to meet the needs of different customers. One way is through research cost savings.

Insights 141

Insights Brands Banking ROI 141

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

CloudCherry

MARCH 14, 2019

On October 12th, we co-hosted a webinar with the CX Network where customer experience legend Bruce Temkin shared his insights on turning customer feedback into actions. In this article, we recap the discussion and highlight the key takeaways which can help you turn your customer insights into actions that drive business value.

Webinar 150

Webinar Insights Customer Insights Presentation 150

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 91

Customer Experience Contact Center Technology Banking 91

CSM Magazine

AUGUST 10, 2017

The Forrester Report ‘The Insights-Driven Business’ forecasts that insight-driven businesses will grow from $333 billion in revenue in 2015 to $1.2 With global growth being less than 4%, that means insight organisations are projected to grow at least eight times faster than global GDP. This is a costly mistake.

Customer Insights 40

Customer Insights Insights 2015 Customer Relationships 40

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

CSM Magazine

DECEMBER 21, 2021

In a digital-first era, how do organisations show customers they care? Ross Daniels at Calabrio has a simple but effective checklist to humanise the customer experience using the latest tech innovations. The technology tug-of-war. 3 ways to win the technology tug-of-war. Here is our 3-point checklist: 1.

Technology 59

Technology Average Handle Time Omnichannel Blog 59

Calabrio

FEBRUARY 26, 2021

As a result, Calabrio designed and deployed the tools needed to help businesses increase client satisfaction, build customer loyalty and enhance the customer experience through groundbreaking and easy-to-use technologies. And most recently, we announced the Calabrio Launch: QM Connector as part of the Salesforce AppExchange.

Innovation 52

Innovation Contact Center 2021 Magazine 52

Forrester's Customer Insights

APRIL 14, 2021

The future fit challenge applies today, not just tomorrow CIOs and technology leaders have a core objective to develop and improve the technology foundations and innovation their firms need to win, serve, and retain customers.

Technology 61

Technology Innovation Information Customers 61

Calabrio

MAY 10, 2019

I’m excited to share that Calabrio is sponsoring the Gartner Customer Experience & Technologies Summit 2019 on 22-23 May in London. Jim Davies, VP Analyst with Gartner, will share why no CX strategy is complete without a plan for tapping into the voice-of-the-customer. Thursday, 23 May at 8:00 am.

2019 40

2019 Technology Insights Customer Experience 40

Optimove

DECEMBER 28, 2023

Enhance your customer segmentation with our advanced guide Download Now Why it Matters: From responsible AI use to journey orchestration, these are the places you should put your focus to elevate your CRM Marketing in the new year. To ensure your customers keep coming back, make a pledge to follow these marketing resolutions in 2024.

Marketing 69

Marketing 2024 Social Media Download 69

Think Customers

JUNE 24, 2015

However, in recent years, technology has matured, allowing more organizations to gather, parse, analyze, and employ data with ease and efficiency. Data has always proven problematic for many companies, as most recognize its importance, but few know how to bring this information to action.

Insights 75

Insights Engagement 2015 Innovation 75

Bizagi

MARCH 26, 2020

But toeing the line can make it difficult to think outside the box and be innovative. Over a third of business leaders report tension between innovation and compliance in their organization, according to Bizagi’s global research. Innovation and compliance: friends, not foes. It’s not an ‘and/or’ situation. “We

Innovation 52

Innovation Government Insurance Document 52

Think Customers

FEBRUARY 1, 2024

In today’s hypercompetitive market, actionable customer insight is extremely valuable currency. That’s one of the takeaways from Google Chief Strategist Neil Hoyne’s mainstage presentation at last week’s Customer Contact Week (CCW) Austin event.

2024 52

2024 Events Leadership Innovation 52

CSM Magazine

NOVEMBER 1, 2023

The customer experience (CX) landscape constantly evolves. With new technologies, increased competition, and higher customer expectation, the ability to deliver exceptional CX continues to be a challenge – so sitting still isn’t an option. It’s set to be the CX event of the year once more!

2024 52

2024 Customer Experience Competitive Advantage Events 52

Lumoa

APRIL 28, 2024

But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? That’s where customer experience platforms come in. They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

ClearAction

FEBRUARY 27, 2015

Customer Journey Mapping: Apply Insights Everywhere. Customer journey mapping is a big investment in most companies, and money is being left on the table. That's because there are many more applications for customer experience insights than first meets the eye. ClearAction offers a CCXP Exam Prep Course.).

Customer Journey Mapping 118

Customer Journey Mapping Customer Journey Insights ROI 118

transcosmos Information Systems

OCTOBER 8, 2015

Technology has become an indispensable part of modern living. It goes without saying that businesses have tried to find ways to improve their customer service through the use of technology, so much so that customer service has become incomplete without it. It’s a byproduct of technological innovation.

Technology 103

Technology Customer Service Social Media Loyalty Programs 103

ReviewTrackers

MARCH 17, 2017

Amidst all the activity, the team also found the time to learn all the emerging new trends in technology at SXSW. . According to Price, Snapchat will be “an unexpected driver of innovation” in news media and journalism. Artificial intelligence was one emerging technology that everyone at SXSW was talking about.

Technology 79

Technology Social Media Healthcare Events 79

Optimove

NOVEMBER 7, 2023

As marketers we need data at our fingertips to unlock customer insights, getting innovative ideas for engaging campaigns, and perfectly orchestrating communications to each customer. As your customers, marketing, and technology evolves, so too does Optimove’s AI. And then achieving all that at scale?

Marketing 83

Marketing Multi-Channel 2012 Customer Journey 83

Retently

APRIL 5, 2024

Self-service options, including self-checkout systems and digital information kiosks, empower customers with autonomy and skill, improving the shopping experience and the retailer’s operational efficiency. However, with technological advancements, now most companies operate in both spaces: in-store and online.

Retail 78

Retail Engagement Customer Experience Loyalty Programs 78

Forrester's Customer Insights

JULY 30, 2020

Leading banks are pivoting and rebooting their strategy — capitalizing on the pace of change and innovation and setting their course for the next decade. By 2030, banking will be invisible, connected, insights-driven, and purposeful.

Banking 50

Banking 2030 Connections Insights 50

CSM Magazine

MARCH 13, 2024

Beyond the quantifiable metrics, the project also delivered a vastly improved experience for Sweaty Betty’s customer service agents. With streamlined workflows and access to enhanced customer insights, agents could focus on delivering personalised, high-value interactions. You can read the full case study here.

Customer Experience 52

Customer Experience 2021 Customer Relationship Management Customer Care 52

Lumoa

OCTOBER 31, 2021

The Lumoa platform has been integrated into Forsta’s world-class experience platform to provide advanced AI-driven analytics to customers seeking to quickly identify the trends and insights that matter the most. This includes any unstructured feedback from survey responses to online reviews and customer support conversations.

2021 83

2021 Touchpoint Customer Centricity Insights 83

Totango

SEPTEMBER 22, 2023

we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. CS has the 360-vantage point to know where customers are engaging with products and where they’re struggling. Shawn White, Sr.

Multi-Channel 114

Multi-Channel 2023 Customer Success Omnichannel 114

CSM Magazine

MAY 31, 2023

In the heart of every successful business, a strong commitment to customer satisfaction is always present. One innovative tool businesses are increasingly employing is call center recording. This technology captures customer interactions, providing valuable insights that can refine and enhance the customer experience.

Call Center 52

Call Center Call Recording Customer Service Representative Metrics 52

Oracle

APRIL 23, 2019

SmarterCX presents the Smarter Demos series , a 2-minutes-or-less look at some of the most innovative CX technologies and how they work. Is your company doing a good job of capturing customer information? In this 10th video on the Smarter Demos series, we take a look at some of the latest in omnichannel retail technology.

Demo 45

Demo Loyalty Insights 2019 45

CSM Magazine

OCTOBER 24, 2023

Now in its seventh year, the awards acknowledge and celebrate Calabrio customers who are shaping the future of workforce optimisation (WFO), elevating customer experience (CX), and enhancing employee engagement within their organisations. Improved scheduling exemplified the power of closing information gaps within the organisation.’

Connections 52

Connections Contact Center 2023 Innovation 52

Thematic

MAY 29, 2023

Thematic helps some of the world's most renowned enterprises get customer insights to build better products and customer experiences. We needed a visual brand that reflects our forward-thinking approach to feedback analytics, the customers we serve, and our cutting-edge technology.

Feedback 62

Feedback Brands 2017 Social Media 62

Clicktools

MAY 18, 2017

With the recent release of the Temkin Group report, The Four CX Core Competencies , I started thinking about how technology could be applied to strengthen and support these competencies. Customer Connectedness : Infuse customer insight across the organization. Competency 2: Compelling Brand Values.

Technology 51

Technology Customer Connectedness Brand Values Leadership 51

Bizagi

SEPTEMBER 28, 2018

But toeing the line can make it difficult to think outside the box and be innovative. Over a third of business leaders report tension between innovation vs compliance in their organization, according to Bizagi’s recent global research. Innovation and compliance: friends, not foes. It’s not an ‘and/or’ situation. “We

Innovation 48

Innovation Government Insurance Document 48

Clarivate

DECEMBER 6, 2018

Denver, CO, December 6, 2018 – CustomersFirst Now (CFN), a leading provider of Journey Mapping software and Customer Experience consulting services, has been named the winner of the 2018 Aragon Research Innovation Award for Customer Journey Mapping.

Customer Journey Mapping 49

Customer Journey Mapping 2018 Customer Journey Innovation 49

Forrester's Customer Insights

AUGUST 12, 2021

5G holds huge promises for digital innovation worldwide, differentiating customer experiences through connected assets and services, transforming operations for efficiency and effectiveness and shaping new business models across industries. In fact, leading Chinese enterprises in a range of vertical […].

Innovation 61

Innovation 2021 Connections Customer Experience 61

Forrester's Customer Insights

AUGUST 23, 2021

With a robust digital economy and more empowered luxury consumers, Asia in general — and China in particular — has become a beacon for luxury commerce innovations globally. My latest report, Luxury Commerce Innovations In Asia, shows how leading luxury […].

Innovation 44

Innovation Consumers Customer Engagement Brands 44