Team Support

APRIL 23, 2024

In an industry where both innovation and solid relationships are vital, cutting-edge technology plays a significant role in business success. Utilizing relevant technology provides a streamlined, simplified direction to establish sustainable growth and stay competitive.

Technology 52

Technology Social Media Customer Satisfaction Innovation 52

InMoment XI

FEBRUARY 2, 2024

On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond. This statistic underscores the importance of a human touch in creating meaningful customer interactions.

Hospitality 260

Hospitality Call Center Retail NPS 260

InMoment XI

JANUARY 25, 2024

The Magic Quadrant evaluates technology providers in a specific market based on their ability to execute and their completeness of vision. A Magic Quadrant provides a graphical competitive positioning of four types of technology providers, in markets where growth is high and provider differentiation is distinct. “A

Reference 260

Reference Roadmap Innovation Technology 260

CSM Magazine

MAY 6, 2024

In an industry as foundational as construction, exchanging information swiftly and effectively isn’t just about keeping pace; it’s about building the future on a backbone of innovation. These helmets are engineered not just for safety but for seamless information flow across the job site.

Communication 52

Communication Innovation Financial Document 52

InMoment XI

APRIL 24, 2024

At its core, a healthcare contact center is a centralized hub equipped with trained personnel and technology to manage inbound and outbound communications related to healthcare services. They serve as the primary point of contact for patients seeking assistance, guidance, or information regarding their health needs.

Contact Center 260

Contact Center Healthcare Insurance Social Media 260

InMoment XI

MARCH 18, 2024

Bringing all this data together is akin to assembling a jigsaw puzzle, revealing the complete image of customer interactions. Conversational intelligence allows organisations to delve into unstructured data, breaking down every customer comment to uncover nuanced information.

Insights 260

Insights Multi-Channel Webinar Social Media 260

InMoment XI

AUGUST 23, 2023

Customer experience transformation refers to the strategic and holistic process by which a business fundamentally reimagines and reshapes its entire approach to interacting with customers across various touchpoints and throughout the customer journey. What is Customer Experience Transformation?

Customer Experience 260

Customer Experience Omnichannel Innovation Loyalty 260

InMoment XI

JANUARY 22, 2024

AI’s ability to analyze and interpret vast data sets is redefining how financial institutions interact with their customers, offering more personalized, efficient, and secure services. A prime instance of this technology in action is Bank of America’s Erica, a digital financial assistant.

Banking 260

Banking Financial Social Media Customer Centricity 260

InMoment XI

AUGUST 3, 2023

Emails, social media posts, customer reviews, call center transcripts, and open-ended survey responses—all hold crucial information about customer sentiment and preferences. Moreover, unstructured data analytics offers a holistic view of the customer journey , capturing the entire spectrum of interactions across various touchpoints.

Customer Insights 488

Customer Insights Insights White Paper Social Media 488

TechSee

APRIL 21, 2021

Technology plays a large role in facilitating the collaborative call center. Beyond team collaboration, the interconnection of humans with contact center AI technology can be utilized to provide practical decision support during the agent-customer interaction. AI-Driven Agent Decision Support.

Call Center 136

Call Center 2021 Innovation Contact Center 136

TechSee

MARCH 17, 2021

In fact, a January 2021 survey by TechSee, a technology provider to some of the world’s biggest telecoms, found that 65 percent of consumers would rather avoid technician visits unless absolutely necessary. Most recently, Verizon and Vodafone have started experimenting with the technology. Augmented Reality. Computer Vision.

Technology 109

Technology Wireless Competitive Advantage Consumers 109

Beyond Philosophy

MAY 25, 2022

The contact center is an essential component to your experience, and also contains a wealth of information about your customers. One of the few good things that came out of the pandemic was the acceleration of technology adoption and comfort. Customer Experience Information & Resources. Please tell us how we are doing!

Contact Center 148

Contact Center Interaction Consulting Call Center 148

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

TechSee

MARCH 1, 2021

And like most things today, the best way to achieve this is through technology. Having the right tools and technologies in place allows sales and service teams to share knowledge in real-time, communicate effectively for the good of the customer, and generate a greater amount of revenue.

Sales 124

Sales Technology Customer Service Contact Center 124

CSM Magazine

MAY 16, 2023

Sabio Group has launched a new solution aimed at fuelling an organisation’s digital transformation strategy by surfacing actionable insights from customer interactions. Our Interaction Analytics PoV is the first step in helping them do that.”

Interaction 52

Interaction Webinar Consulting Financial 52

TechSee

OCTOBER 2, 2018

Field tech support has already begun merging the digital and physical worlds by utilizing immersive technologies – such as augmented reality (AR), mixed reality (MR) or virtual reality (VR) – to manipulate real-life objects. DIgital Twin Example. Let’s take a screw as a hypothetical Digital Twin example. Remote troubleshooting.

Technology 176

Technology 2020 Innovation Consumers 176

COPC

APRIL 1, 2024

Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX). The technology adoption chasm has moved us past the initial stage, where early adopters experiment with their customers.

Customer Experience 91

Customer Experience Contact Center Technology Banking 91

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

MARCH 11, 2024

Understanding Conversational AI Conversational AI refers to technologies that users interact with through a natural, conversational interface, like chatbots or virtual agents. Simply put, Conversational AI enables businesses to harness innovations like Generative AI to automate or augment customer interactions.

Culture 124

Culture Virtual Agent Innovation Technology 124

Totango

DECEMBER 1, 2021

When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. Then we’ll lay out seven steps to bring agile innovation to customer success. As we unpack the elements of an agile CS strategy, we’ll highlight how to leverage the right CS technology can help you implement agility.

Innovation 97

Innovation Customer Success Document Government 97

CSM Magazine

MARCH 6, 2023

Localz , leading experts in customer empowerment technology for the last mile, today announced it has been selected by Lewisham Homes to support and improve its tenants’ experience. Sarah Willcox-Jones, Director of Repairs at Lewisham Homes, said: “We look forward to seeing the difference this technology makes to our residents.

Technology 52

Technology Innovation Retail Feedback 52

CSM Magazine

MAY 23, 2023

Calabrio , the workforce performance company, today announced the appointment of Joel Martins as Chief Technology Officer (CTO), spearheading Calabrio ONE’s true-cloud Artificial Intelligence (AI)I solutions and customer-centric innovation. “Joel is a force to have on board.

Innovation 52

Innovation Contact Center Customer Centricity Leadership 52

West Monroe

DECEMBER 4, 2022

In those chats, a few themes kept popping up: A focus on profitability Doing more with less Increased scrutiny on innovation and investment To address these challenges, we’ve also identified three tactics that organizations can use to meet their goals—without compromising customer experience. Invest/optimize tooling tech stack.

Interaction 52

Interaction B2B Innovation Technology 52

West Monroe

DECEMBER 4, 2022

Increased scrutiny on innovation and investment. A paper published by TSIA, Digital B2B – What Must Be True , found that ~75% of B2B customers prefer remote human interactions or digital self-service, and about 1/3 of those same respondents are willing to spend up to $500K for a new product or service. Doing more with less.

Interaction 52

Interaction B2B Innovation Technology 52

TechSee

AUGUST 10, 2023

With over 30 million interactions logged annually, TechSee has greater than 1,000 customers and is used by industry leaders including 5 of the top 10 global telecom companies, 2 of the top 3 U.S. Visual engagement continues to drive better business outcomes, virtualizing face-to-face interactions. and Madrid.

Connections 206

Connections Contact Center Average Handle Time Omnichannel 206

Comm100

NOVEMBER 14, 2023

In the realm of digital innovation, accessibility is often spotlighted for its impact on end-users, but its significance is just as crucial for the staff operating behind the scenes. This heightened efficiency means quicker response times, more effective problem-solving, and a seamless flow of information.

Technology 52

Technology Exceptional Customer Service Omnichannel Innovation 52

TechSee

APRIL 3, 2018

Customer churn in the age of information is a fact of life for every business in every industry. It is well known that the acquisition costs of converting new customers far outweigh the cost of maintaining current customers, further motivating companies to find and implement innovative customer retention strategies.

Customer Retention 141

Customer Retention Technology Multi-Channel Customer Satisfaction 141

Interactions

DECEMBER 10, 2020

A brand’s long term success and relevance is directly related to their appetite to innovate. We’re all heard the stories of brands who failed to challenge the status quo and deploy innovative technologies meant for the digital world. Technology decisions now drive business strategies as companies shift to the digital world.

Technology 77

Technology Touchpoint B2C Innovation 77

TechSee

JUNE 25, 2019

of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. As the technology matures, many companies will inevitably look for holistic AI solutions that unify customer and operational data to achieve the most valuable and actionable insights.

Technology 122

Technology Customer Service Contact Center Call Center 122

TechSee

FEBRUARY 19, 2019

One of the keys to innovation in this area is self-service technologies that enable customers to quickly and conveniently resolve problems on their own, especially from their mobile devices. Mark your calendars with these “can’t miss” sessions and exhibitors and prepare to witness the future of mobile self-service technology.

2019 95

2019 Innovation Telecommunications Events 95

CSM Magazine

JANUARY 27, 2023

In today’s day and age, technology is evolving at a never-before-seen rate, providing organizations with fresh and creative options – from customer relations to inventory management. Get ready to dive into the world of technological advancements in business operations and discover what innovations have been made!

Consumers 52

Consumers Technology Management E Commerce 52

Experience Investigators by 360Connext

MAY 7, 2024

Why Every CX Leader Needs to Understand (And Have a Basic Strategy About) AI Understanding AI is not just about keeping pace with technology; it’s about leading the charge in innovation and personalization and advocating for customers at the same time. Yet, there are still challenges in unifying data across channels and systems.

Customer Experience 143

Customer Experience Social Media Customer Journey Interaction 143

Solvvy

JANUARY 8, 2020

The ball has just dropped on a new decade—and it’s still hard to believe how much technology has transformed the customer experience in the past ten years, with the growth of self-checkout stations, real-time virtual assistant support, and robust CRMs to track and manage every phase of the customer experience, to name just a few. .

Technology 88

Technology Customer Service 2010 Social Media 88

Interactions

MARCH 28, 2024

The best and the brightest CX professionals joined a panel, including our very own Interactions CMO, Peter Mullen , to discuss the dilemma of opting for low-hanging fruit to establish credibility and deliver tangible results swiftly, versus investing in experimentation for revolutionary, long-term advancements. Yet, many aren’t delivering.

Contact Center 62

Contact Center Innovation Consumers Interaction 62

PK

MARCH 11, 2020

According to Gartner, 85% of large businesses will have incorporated RPA technology by the end of 2022, and Forrester expects the? As the central point for an organization’s intelligent platform ecosystem, RPA reduces information silos, allowing for more productivity. market for RPA ?to to reach $2.9 billion by 2021.

Innovation 86

Innovation 2022 2021 ROI 86

West Monroe

DECEMBER 4, 2022

In those chats, a few themes kept popping up: A focus on profitability Doing more with less Increased scrutiny on innovation and investment To address these challenges, we’ve also identified three tactics that organizations can use to meet their goals—without compromising customer experience. Invest/optimize tooling tech stack.

Interaction 40

Interaction B2B Innovation Technology 40