West Monroe

MARCH 16, 2023

My take: The companies that strike the right balance of risk and innovation when adopting generative AI will win. I’m very familiar with how West Monroe is navigating this process—not only as the leader of our Technology practice, but as the head of our generative AI taskforce.

Innovation 52

Innovation ROI Financial Social Media 52

West Monroe

MARCH 16, 2023

My take: The companies that strike the right balance of risk and innovation when adopting generative AI will win. I’m very familiar with how West Monroe is navigating this process—not only as the leader of our Technology practice, but as the head of our generative AI taskforce.

Innovation 52

Innovation ROI Financial Social Media 52

Solvvy

AUGUST 22, 2022

This technology also gives businesses the ability to give their customers flexibility in how they’ll reach out, e.g., phone, online chat, messaging, email, or social media. . Natural language processing (NLP) combines human language modeling with machine learning (ML) and deep learning technologies to understand voice or text data. .

Customer Service 89

Customer Service Innovation E-support Net Promoter Score 89

Totango

AUGUST 21, 2020

In our latest installment in the CXO Series , we sat down with Keith Strodtman, COO, Customer First and Shelby Czarnota, Vice President, Customer Success Business Solutions at SAP as we discussed SAP’s Transformation and Innovation in Customer Success and why they deployed Totango as their One Customer Success Platform. What data is used?

Innovation 116

Innovation Customer Success NPS Reference 116

West Monroe

MARCH 14, 2024

Our mission has always been clear: to help companies navigate these complexities and emerge stronger, leveraging technology and data to drive real financial gains and ROI. At West Monroe, which I co-founded 22 years ago, we've built our reputation on being able to translate technology into EBITDA for business stakeholders.

Banking 40

Banking 2030 Financial ROI 40

Customer Bliss

NOVEMBER 1, 2018

Mary spontaneously goes to driver-organized meetups because she wants to show up, connect, and be present for what’s happening with the drivers. Mary believes that when you’re present and authentically engaged with employees (or contractors), it’s more beneficial than looking through data on spreadsheets and being on conference calls.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

TechSee

JULY 24, 2018

According to the Harvard Business Review , personalization can deliver five to eight times the ROI on marketing spend and can lift sales by 10% or more. To illustrate, we present three real life stories from the trenches of our customer’s contact centers: Helping customers with special needs. The agent told her they had another option.

Customer Centricity 104

Customer Centricity Culture Technology 2018 104

West Monroe

AUGUST 29, 2023

Executives are eager to harness the benefits of this technology — and avoid the pitfalls of implementing it too late. There are ample opportunities to drive real value with tried and tested machine learning technologies — in addition to being on the cutting edge with generative AI. But we see a common trend emerging.

Technology 52

Technology Government Insurance Insights 52

West Monroe

AUGUST 29, 2023

Executives are eager to harness the benefits of this technology — and avoid the pitfalls of implementing it too late. There are ample opportunities to drive real value with tried and tested machine learning technologies — in addition to being on the cutting edge with generative AI. But we see a common trend emerging.

Technology 52

Technology Government Insurance Insights 52

ShepHyken

MAY 12, 2020

They discuss how digital technologies can support employees in delivering outbound, proactive customer service that truly delights. In order to have a great customer experience, you must have a great employee experience that incorporates and is empowered by digital technology. Proactive Customer Service in Times of Change.

Technology 97

Technology 2019 ROI Employee Experience 97

Currency Alliance

DECEMBER 4, 2023

That is driving brands and customers alike to be more earnest in the pursuit of value a significant acceleration in the deployment of more cost-effective marketing and loyalty technology. Air Miles Middle East has been upgrading its technology and adding partners. Last year we reported that ‘pay with points’ would be a trend for 2023.

2024 59

2024 Loyalty Marketing Loyalty Programs 59

Uniphore

NOVEMBER 23, 2021

The partnership between Uniphore and Tech Mahindra combines Uniphore’s AI and automation-driven technology with Tech Mahindra’s service expertise. He is a proven leader and experienced advisor to multiple C-Level executives in various industries on digital transformation, new technology, and process initiatives.

Insights 52

Insights E Commerce Average Handle Time Return on Investment 52

Beyond Philosophy

NOVEMBER 14, 2020

What happens when you get three Customer Experience Pioneers together to discuss the past, present, and future of Customer Experience? The future of customer experience is infused with technology and data. Carbone says using technology and humanity combined can create what he describes as Experience Management 2.0.

Customer Experience 148

Customer Experience Return on Investment ROI Consulting 148

ShepHyken

SEPTEMBER 15, 2017

Recently I have read and written a lot about AI and as technology improves and acceptance grows AI will have a strong role in customer service. – Shep Hyken. Artificial intelligence marketing (AIM) is an innovative way for marketers to bridge the gap between data science and execution. Final Thoughts.

Customer Engagement 194

Customer Engagement Blog Engagement Marketing 194

West Monroe

MARCH 23, 2023

A complementary business that you build over time is more nimble and is actually where the innovation is going to happen and that's going to drive the rest of the business moving forward. Where can digital transformation drive a positive ROI? Principal portfolio operations, U.S.-based

ROI 52

ROI 2023 Technology Innovation 52

Customer Bliss

AUGUST 29, 2017

Her true passion is creating innovative approaches to customer experience, employee engagement and omnichannel marketing, transforming them into both human-centered and results-oriented programs. There is no better feeling than creating great ROI through human connection.”. She put together a plan and presented around six months.

Connections 178

Connections Customer Experience Net Promoter Score B2B 178

Think Customers

MAY 13, 2020

The move to an at-home environment has given organizations a prime opportunity to invest in technology and digital transformation that make their agents’ job easier. The COVID-19 crisis is and will continue to be incredibly challenging; companies need to embrace the innovations happening now to create moments that truly matter.

Customer Service 52

Customer Service ROI Roadmap Innovation 52

Customer Bliss

MAY 23, 2018

She was interested in moving up within the company and ultimately became responsible for the contact center technologies under the Cendant Umbrella. When you can do this, you get an internal culture of excitement, innovation, and happy employees which result in happy customers. to determine their employee ROI.

Sports 197

Sports Customer Experience E Commerce Travel 197

West Monroe

MARCH 23, 2023

Where do we absolutely need [digital transformation in portcos] and where can it drive a positive ROI is the path that we're looking for. And then we would make selective investments in technology where they make sense. Where can digital transformation drive a positive ROI? Operating Partner U.S.-based

ROI 52

ROI 2023 Technology Insights 52

Alida

SEPTEMBER 21, 2018

The Customer Intelligence Summit brings together some of the brightest minds in research, marketing, customer experience and product innovation to discuss the latest trends, share best practices and discover the newest innovations in the industry. Scale your research with technology.

2018 145

2018 Insights Innovation Feedback 145

West Monroe

JULY 30, 2023

The need for investment in technology to create customer-centric experiences and embrace new models like banking-as-a-service will better enable this relationship management is perhaps even more punctuated. Turn to spend management as a source for innovation funding. Leverage distributed banking as a growth method.

Banking 52

Banking 2023 Multi-Channel Financial 52

eGain Blogs

MAY 18, 2022

Sam Hahn, Technology Evangelist at eGain spoke about the state of digital customer service and knowledge management in the public sector with Daniela Fayer, publisher at Defense One. We basically did transform the engagement with all of this new technology (that is, digital channels) and as a result we did see a lot of engagement.

Government 90

Government 2021 ROI Insurance 90

Lithium

NOVEMBER 1, 2022

An Interview for Change: How AI and Automation Drive ROI Khoros has been a social care leader for years, but a tool is only as valuable as the one who wields it. Get to the bottom of the best ways to use and prove the ROI of Khoros Care with Khoros product marketing expert Josh Snider. Are you there ROI? Are you There ROI?

2022 52

2022 Roadmap ROI Social Media 52

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

Beyond Philosophy

NOVEMBER 19, 2020

For instance, when I presented to a German insurance company about how they should use emotions in their experience, the clients asked me for proof that it would work. Often, Pine would have clients acknowledge that their philosophy was innovative but then ask who else had tried it.

Customer Experience 133

Customer Experience ROI 2002 2005 133

Customer Bliss

NOVEMBER 15, 2018

For Samantha and her team, the question they had to ask was, how do you maintain relationships with your customers, with 20th-century technology and thinking? 2 – Connect ROI to Growth. Samantha presented her findings to the CEO and executive team through a visual deck, in a way she knew her audience would be receptive to.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

CSM Magazine

FEBRUARY 17, 2022

As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate. A shift to hybrid working has also forced brands, who hadn’t done so already, to digitally transform, increasing the speed of technology adoption. Arguably, in 2021 the industry experienced a seismic shift.

Customer Service 98

Customer Service 2016 2022 Brands 98

Circular Edge

MAY 26, 2023

It was a special week for the CE team as well, as we celebrated 20 years of outstanding teamwork, customer success stories, and continuous product and service innovations! All of these products integrate near seamlessly with JDE, so there is little to no learning curve for users – delivering “instant ROI”!

2023 52

2023 Demo Innovation Entertainment 52

CSM Magazine

DECEMBER 7, 2022

According to Gartner, Generative AI is one of the top 5 impactful technologies in 2022. This innovative technology works by processing customer input and contextual data to produce insights which it uses to tailor the product offerings presented. How does Generative AI work? Enhanced customer analytics.

Customer Experience 52

Customer Experience Customer Retention Customers Customer Engagement 52

West Monroe

DECEMBER 6, 2022

There’s a lack of efficiency among banks’ current operating models; ROI on the status quo is shrinking, and 2023 presents the opportunity to build more digital and AI optimization into your organization. Operation: Efficiency. Blended approaches will become the greatest value proposition for banks and customers alike.

Banking 52

Banking 2023 Financial ROI 52

Kustomer

NOVEMBER 15, 2021

Employing technology that can personalize even automated responses means humanized conversations and exchanges can be had at any given touchpoint. How CRM Technology Personalizes the E-Commerce Experience. A correctly installed CRM can yield an average ROI of 45% for every dollar spent. CRM and Customer Retention.

E Commerce 59

E Commerce Brands E-support Customer Experience 59

Beyond Philosophy

FEBRUARY 10, 2020

However, business is also all about return on investment (ROI). Innovation to imitation is down to weeks. An example I use many times in my presentations is our work with Maersk Line. When a company invests $1, they want to make at least $2 back for their trouble. Business Growth has been a challenge for many businesses.

2020 172

2020 Hospitality Return on Investment Telecommunications 172

CSM Practice

DECEMBER 19, 2021

This saying applies to your Customer Success Technology stack more than anything else. Well, it also means that technology itself doesn’t solve all problems. A technology stack is usually referred to as a group of systems and technologies that offer solutions to most of the problems faced by firms.

Customer Success 98

Customer Success Competitive Advantage Technology Customers 98

Lumoa

JUNE 23, 2021

Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale. This meteoric pace of innovation birthed new and innovative solutions for modern contact centers, finally coming to a crescendo with the advent of artificial intelligence (AI).

Contact Center 83

Contact Center Omnichannel Social Media 2025 83

COPC

NOVEMBER 5, 2021

This significant shift to non-voice interactions presents an excellent opportunity to improve agent training and update chat-specific KPIs. When organizations understand which metrics should be measured, they can maximize ROI on this digital touchpoint and use KPIs to adjust staffing models to optimize chat performance.

Contact Center 52

Contact Center Workshop White Paper 2021 52

Currency Alliance

MARCH 30, 2022

The ability to innovate with scant resources – and constantly leaning on others for help. The ability to bring together complementary fields of experience to create profitable solutions based on innovative business models and modern technology. Innovating with scant resources.

Loyalty 52

Loyalty Loyalty Programs Airlines Hotels 52

ClearAction

OCTOBER 25, 2022

While technologies and data management can improve consistency and minimize many issues, you still depend upon people to set parameters, inputs and outputs. In fact, technology deployment requires full-time management. Account: how managers are accountable for application of CX insights reveals your CXM ROI.

Sports 71

Sports 2009 2022 Financial 71