Optimove

FEBRUARY 6, 2024

Learn what you need to evolve as a marketer with our advanced guide Download Now Why it Matters: Understanding the marketing strategies employed by iGaming operators provides invaluable insights for marketers and business leaders across the globe. Discover which level you are on and how you can move up.

Marketing 52

Marketing Download Innovation Demo 52

TechSee

SEPTEMBER 28, 2023

Over half of the survey participants said they would view a company using Generative AI in their service as “innovative.” 78% say they would not accept “AI is a new technology” as a rationale for AI service failure. To learn more, download your complimentary copy of the full report.

2023 124

2023 Download User Experience Innovation 124

Optimove

APRIL 15, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it matters: Position-less marketing is crucial for marketers as it enables them to leverage the rapidly changing digital landscape, fostering agility, innovation, and collaboration within their teams. How does the Position-less Marketer help businesses grow?

Marketing 59

Marketing Sports Multi-Channel Download 59

Oracle

FEBRUARY 2, 2018

With millions of subscribers across the world and a breadth of data at their fingertips, streaming companies have started to make CX innovations and optimizations for end users. Let’s take a look at 3 customer experience innovations you can expect from video streaming services in 2018. billion by 2021. Airplane mode.

2018 81

2018 Innovation Airlines Travel 81

Experience Investigators by 360Connext

JUNE 13, 2023

According to a survey conducted by Getfeedback in 2021 , 20% of CX professionals sit in the operations department under an Information Technology (IT). This can be a successful approach, particularly when organizations value operational efficiency and want to ensure that customer interactions are streamlined across all touchpoints.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

TechSee

AUGUST 31, 2022

While COVID introduced technology laggards to Zoom, bringing instant, live video to the mainstream. The impact of the jump from text and voice to video, is transformative, providing context and clarity to every interaction. Download our complete guide on choosing a visual assistance solution for your business. Internal Adoption.

Engagement 109

Engagement Technology Culture Omnichannel 109

Optimove

NOVEMBER 9, 2023

Marketers must employ innovative Customer-Led Marketing strategies to attract new users, enhance their gaming experience, and boost revenue. Optimize Player Interaction with Holistic Insights By collaborating with LiveOps teams, you can ensure every player interaction is optimized.

Advertising 72

Advertising Innovation Download Loyalty 72

CSM Magazine

OCTOBER 12, 2023

Download CX Realities 2023 here. The Group, which includes ‘makepositive’, delivers solutions and services that seamlessly combine digital and human interactions to support exceptional customer experiences.

2023 52

2023 White Paper Omnichannel Download 52

CSM Magazine

AUGUST 25, 2021

Lance Rosenzweig, CEO at Support.com reveals how customer support services delivered by a global home-based workforce and supported by state of the art technology can provide customers with a better experience and easier access to human experts. Technology adoption is picking up speed. There are more early adopters than ever.

Technology 52

Technology Healthcare Government Download 52

TechSee

MARCH 12, 2019

When visual interaction – whether via image or video – is combined with automation, contact center workflows can be improved dramatically. Computer Vision technologies. Alternatively, customers can visually interact with AI-powered assistants in self-service mode, alleviating pressure on human agents.

White Paper 111

White Paper Contact Center Net Promoter Score Average Handle Time 111

Solvvy

OCTOBER 12, 2022

Chances are, the last time you called a customer support number, you interacted with an artificial intelligence chatbot. If the company had a great AI chatbot, the interaction might have been so natural that it took a while to realize that you weren’t actually talking to a human. Introduction to Artificial Intelligence Chatbots.

2030 94

2030 Virtual Agent Interaction Technology 94

CSM Magazine

AUGUST 30, 2022

The good news is that with increased deployment of cloud-based digital telephony and continuous innovations within the channel, it’s now possible to track, measure and support all aspects of the voice call – from initial answer through to wrap-up and beyond. Stuart Dorman is Chief Innovation Officer at Sabio Group.

Average Handle Time 98

Average Handle Time Omnichannel Customer Journey Innovation 98

2020 Research

JULY 18, 2023

Research participation is no longer confined to being screened and attending a Tuesday night focus group; it now entails testing network connections, downloading apps, navigating unfamiliar software, and engaging in projects spanning days or weeks. Managing the Participant User Experience well becomes a Herculean task in such circumstances.

User Experience 52

User Experience Return on Investment Innovation Touchpoint 52

Avaya

OCTOBER 31, 2016

If you think back (even as recently as 10 years ago), organizations didn’t use much marketing technology in order to achieve their objectives. Just 10 years ago, marketing technology platforms like Marketo and HubSpot had just been founded and were in their primal stages. Here’s why…. How much data? million posts per minute.

Technology 74

Technology Marketing 2017 Social Media 74

Hero Digital

JANUARY 23, 2019

Omnichannel innovation is now required for all brands in the industry, from direct-to-consumer startups to traditional behemoths. Hero Digital’s headquarters is in the heart of San Francisco, so we’re constantly surrounded by the hype about new, futuristic technology that promises to disrupt every industry.

Retail 40

Retail Innovation 2030 Omnichannel 40

TechSee

NOVEMBER 27, 2018

AR has emerged as an innovative tool that allows enterprises an almost unlimited opportunity to interact with consumers on their mobile devices. AR creates new digital experiences that transform the customer journey into a connected and immersive visual interactive experience. Contact Centers.

Customer Service 84

Customer Service Contact Center 2025 2022 84

Qualtrics

JUNE 5, 2019

Digital transformation is the integration of digital technology into all aspects of how a healthcare business interacts with patients, healthcare providers and regulators. But what any digital transformation consultancy will tell you is that a successful digital transformation strategy isn’t just about the technology.

Healthcare 32

Healthcare Technology Download Culture 32

TechSee

NOVEMBER 13, 2018

With the growing demand for an excellent customer experience, customer service centers need innovative solutions to help their chatbots perform better in order to meet their KPI goals and keep customers happy. But Super-Agent’s biggest feat is introducing visual technology, giving Boti the ultimate gift – the gift of vision.

Virtual Agent 84

Virtual Agent Contact Center Download Innovation 84

CSM Magazine

FEBRUARY 6, 2023

Generative AI tools – such as ChatGPT – have captured the minds of everyone across the technology spectrum and beyond. Stuart Dorman, Chief Innovation Officer at Sabio Group takes a closer look at this potentially disruptive technology. Download our new e-book for further reading on Generative AI.

Customer Service 52

Customer Service E-support Customer Journey Events 52

CSM Magazine

FEBRUARY 3, 2022

In my last article I discussed how to keep things simple in contact centre operations and introduced the importance of incorporating a human-centred approach to operational thinking, processes and technology. The first four are based on Clare Muscutt’s innovative human-centred model. A big opportunity to do things differently.

Customer Journey Mapping 52

Customer Journey Mapping Webinar Customer Journey Employee Experience 52

ViiBE Blog

FEBRUARY 18, 2020

Customers rank speed, convenience, and friendliness over 70% when measuring their level of importance in interactions with customer support and call centres. Looking ahead, valuing human interactions will only increase in importance as 74% of consumers want this to expand. Integrate human-centered innovations.

Exceptional Customer Service 52

Exceptional Customer Service Loyalty 2017 Employee Experience 52

TechSee

JANUARY 7, 2020

Acquisition costs far outweigh those of keeping current customers, further motivating companies to implement innovative strategies to boost customer retention in the telecom industry. Advanced technologies. Telcos are increasingly investing in advanced technologies to reduce their churn rates.

Customer Retention 136

Customer Retention Telecommunications Loyalty Programs Wireless 136

Experience Matters

NOVEMBER 4, 2015

Here is the executive summary of the report: The 2015 Temkin Experience Ratings of Tech Vendors evaluates the customer experience of 62 large technology vendors. Download for $695, includes report (.pdf) Seven other firms have ratings of 45% or below: BMC, Wipro, Hitachi, ADP, Deloitte, Capgemini, and CA Technologies.

2015 113

2015 Net Promoter Score 2012 2014 113

Strativity

MAY 25, 2023

Third-party providers comprised a whopping ~52 percent of food and drink app downloads in 2022, signaling a tug-of-war with large, national franchises that is only going to heat up. But the success of these programs has as much to do with insights as technology. Match your value proposition to consumer appetites.

Brands 52

Brands Loyalty Programs E-support 2022 52

TechSee

OCTOBER 29, 2019

In fact, Gartner predicts that by 2020, 10% of initial B2C interactions will be virtual, up from less than 1% in 2019. The pilot required them to download an app, self-scan items as they shopped and then show proof of payment before exiting the store. But it turns out that not all self-service options are created equal. Context is key.

Net Promoter Score 95

Net Promoter Score Effort Score Contact Center Customer Journey 95

CSM Magazine

APRIL 25, 2023

Rob Crutchington, CEO of Encoded, discusses three other key findings and how modern technology and payment orchestration can address the issues to help contact centres reduce costs, protect card data and improve customer experience. Rob Crutchington is Director of Encoded.

2023 52

2023 E Commerce Return on Investment ROI 52

TechSee

MAY 29, 2018

Visual engagement and support are maturing as a technology, and are swiftly becoming key differentiators in many customer service organizations. These technological advances have paved the way for commercial and scalable use of visual engagement platforms. Below is a brief summary of the insights we’ve gained per KPI.

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

Qualtrics

JULY 2, 2019

That insight, combined with customer feedback, is why we launched Online Reputation Management which enables brands to amplify, analyze and interact with customers and the reviews they leave on major review sites like App Store and Yelp. The latest experience innovations from Qualtrics appeared first on Qualtrics. Cheers, Webb.

Innovation 39

Innovation Social Media Download NPS 39

CSM Magazine

MARCH 9, 2023

It’s what underpins successful relationships between organisations and their customers, and if you focus here, you can quickly work your way back to the technology and know exactly what it is that you’re trying to achieve with cloud.

Technology 52

Technology Customer Journey Innovation Download 52

TechSee

DECEMBER 19, 2018

Brands need innovative solutions to improve their customer’s unboxing experience and ensure that products are not returned unnecessarily. With the right technology, the product unboxing experience can be transformed from mundane to magnificent, and customers everywhere can enjoy their new gifts this Christmas season.

Sales 84

Sales Wireless Download Innovation 84

CSM Magazine

FEBRUARY 11, 2020

a leading provider of customer support communications and solutions, today released its new report, Optimizing Channels for Customer Support , focusing on the new tools, technologies, and channels customers are moving towards as they look for a more seamless support experience. UJET Inc. , Methodology.

E Commerce 64

E Commerce E-support Transportation Insights 64

TechSee

APRIL 24, 2018

If the customer is technologically-challenged, or the model is slightly different, or the environment does not match the one in the video, the customer experience can be negatively affected. Powered by AI & AR, computer vision provides consumers with interactive visual guidance via their smartphones, enhancing the entire unboxing process.

Call Center 116

Call Center Consumers 2017 Contact Center 116

Thematic

JUNE 28, 2023

Large Language Models (LLMs) are set to revolutionize the way customers engage with technology and receive personalized services. LLMs for personalized experiences on tap: This has potential, but I’m not convinced the technology is there yet. In most cases, CX professionals don't interact directly with customers.

Customer Experience 62

Customer Experience Social Media Call Center Customers 62

TechSee

NOVEMBER 6, 2018

Augmented reality remote assistance is an emerging technology that enables brand agents and product experts to visually guide and collaborate with customers and field technicians. . The combination of these two technologies creates a powerful collaborative solution for remote guidance. What is augmented reality remote assistance?

Call Center 104

Call Center Insurance Customer Satisfaction Document 104

Kustomer

JUNE 6, 2023

Customer trends are constantly shifting based on the needs and wants of the modern buyer, but solving issues promptly, personalized customer service, embracing digital technology and proactive support are key customer service expectations that dominate CS in the financial services industry. CSAT is measured through a Likert scale question.

Financial 98

Financial Customer Service Banking Customer Satisfaction 98

Uniphore

JUNE 9, 2021

With the COVID-19 pandemic forcing rapid digital transformation and the complexity of customer interactions on the rise, most companies recognize the need for new approaches. Here are nine important tips — our maverick moves — that can help you on the road to innovating with the best of them: Get Focused on Outcomes. Download Now.

Engagement 98

Engagement Contact Center 2021 Metrics 98

BirdEye

JULY 7, 2023

Still, this technology sometimes struggles to understand complex or nuanced customer questions. Conversational AI chatbots: These advanced chatbots use natural language processing (NLP) along with innovative machine learning to interpret customer intent. And they have radically transformed AI-powered chatbots for the better.

Customer Service 96

Customer Service Social Media Banking 2008 96