Optimove

JUNE 22, 2023

Beacon Technology Using beacon technology – small, battery-powered devices (beacons) that communicate with nearby mobile devices through Bluetooth low energy (BLE) signals – is a relatively quick and low-investment way for brands to connect with customers in their brick-and-mortar locations. Jump in, and start planning!

Technology 98

Technology Customer Engagement Engagement Loyalty Programs 98

Experience Investigators by 360Connext

FEBRUARY 20, 2024

And while any customer feedback program can add value to a customer experience strategy, the best ones create a swift cycle of turning listening into insights and action. Generative AI and other cutting-edge technologies provide unprecedented avenues (and speed!) And we’ve only begun to scrape the surface of what it can offer.

Customer Relationship Management 270

Customer Relationship Management Feedback Customer Journey Connections 270

Team Support

JANUARY 9, 2024

Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next. By the early 1970s, more call-routing systems were beginning to include ACD technology, ushering in the development of large-scale call centers. Ever wonder what customer service looked like 50 or 60 years ago?

Technology 59

Technology Call Center Social Media 2007 59

InMoment XI

JULY 13, 2023

The panelists engaged in insightful discussions, sharing their organisational challenges and best practices, while attendees were to engage in polls aimed at answering three key questions on preparedness, challenges, and changes related to Consumer Duty.

Consumers 492

Consumers Financial Competitive Advantage Customer Centricity 492

InMoment XI

FEBRUARY 1, 2024

Spotlight, by InMoment, turns diverse data streams into valuable insights companies can use for their strategy. It offers a deep understanding of customer and employee feedback, transforming complex data into clear and actionable insights. This technology uses deep learning models to predict a customer’s future actions or needs.

Social Media 260

Social Media Insights Metrics Loyalty 260

transcosmos Information Systems

MARCH 14, 2018

In the past decades, technology was at its most basic form, and companies had to deal with limited resources. Interestingly, a 2016 study by Accenture says that the human touch in customer support isn’t comparable to customer service technology. Here’s a look at the past, present, and future of customer service. The Present.

Presentation 85

Presentation Customer Service Social Media Technology 85

Optimove

NOVEMBER 21, 2023

Marketing and technology used to be two separate worlds. My aim is that this post gives insight into how that role has evolved as technology has surged forward and offers insight into what lies ahead. Our Marketing-Technology History I used to be on the marketing side. Most of us achieved that goal.

Technology 59

Technology Marketing Presentation Reference 59

InMoment XI

APRIL 5, 2024

However, even with a high response rate, other forms of response bias, such as social desirability bias or acquiescence bias, may still be present if respondents provide inaccurate or misleading answers. Respondents may alter their responses to present themselves in a more favorable light or conform to social norms.

Feedback 260

Feedback Reference Hospitality Workshop 260

InMoment XI

DECEMBER 15, 2022

Well, to prove to you that it’s possible to have always-on, real-time insights, we leveraged the XI Platform to pull over 120,000 data points across the retail industry over the course of seven days using InMoment’s Integrated CX approach. Watch the full presentation here!

Social Media 529

Social Media Metrics Customer Journey 2019 529

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders need to present strong business cases for every step of their journey. Speaking of data…any type of business strategy requires incorporating key data and analysis to get to the insights, improvements, and priorities in a plan. Often, CRM systems are the tools used to track important customer data and feedback metrics.)

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

2020 Research

MARCH 24, 2023

Recruiting for research studies is always challenging, but identifying participants who are undecided or willing to shift their stance, particularly on a polarizing issue like politics, presents a unique set of obstacles. In addition to the initial screening efforts, Engagious also conducts its own re-screening and technology check-ups.

Insights 85

Insights 2016 2020 Books 85

ClientSuccess

MAY 25, 2023

ClientSuccess launches SmartCS , its groundbreaking AI-driven solution designed to empower customer success managers and executives with data-driven insights, optimized workflows, prescriptive recommendations, and intelligent actions.

Net Promoter Score 81

Net Promoter Score Insights Customer Success NPS 81

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

SurveySparrow

SEPTEMBER 9, 2023

Imagine running your business without proper insights into how your customers are experiencing your products. With solid data in hand, you can make informed decisions backed by real insights. These technologies empower businesses to predict user behavior with uncanny accuracy. That sounds a bit risky, right?

Insights 52

Insights User Experience Interaction Feedback 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. Unified communication.

Contact Center 97

Contact Center Technology Customer Service Omnichannel 97

ClearAction

MAY 26, 2023

Customer Insights Shape Your Firm’s Growth Curve Lynn Hunsaker Customer insights have so much more potential to shape everything in your enterprise. Every growth effort and every efficiency effort can be greatly improved by customer insights guidance. You are collectors of customer insights. ” Wow!

Customer Insights 62

Customer Insights Insights Chief Customer Officer Leadership 62

West Monroe

OCTOBER 19, 2023

To support their digital aspirations, manufacturers expect to increase technology investment relative to current levels. In research for the Manufacturing in 2030 Project , 91% of organizations said they expect to increase spending on technology—29% expect increases to be “significant.”

ROI 52

ROI Technology Return on Investment 2030 52

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. Email Address By submitting your email, you agree that Uniphore may send you industry insights, service updates, and other marketing communications. You can unsubscribe anytime.

Insights 52

Insights E Commerce Average Handle Time Return on Investment 52

SurveySensum

DECEMBER 29, 2023

Patient Feedback Patient feedback serves as a beacon, providing invaluable insights that illuminate the path toward refining operational strategies within healthcare settings. Harnessing patient insights allows healthcare providers to tailor their approaches, fine-tune services, and amplify patient-centric care.

Insights 52

Insights Healthcare E-support Demo 52

BlueOcean

NOVEMBER 13, 2023

What new trends and technologies are on their mind? With these questions in mind, we present a quick round-up of some trending outsourcing and customer service-related articles, podcasts, and webinars from across the industry. How are other customer experience leaders delivering? How are they overcoming new challenges?

Customer Care 177

Customer Care 2024 Multi-Channel Contact Center 177

C3Centricity

MAY 25, 2020

Do you believe that using technology to understand customers is the only way today? In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! And then develop insights and actions. The latest technology is not going to make up for your lack of thinking!

Technology 77

Technology Information Consumers Retail 77

ChurnZero

FEBRUARY 29, 2024

You’ll also unlock a goldmine of insights and signals that can predict customer behavior, identify potential churn, and uncover upsell opportunities. If we could wave a magic wand, for example, and didn’t have any blockers across budget, or technology, what would our culture and aligned customer experience look like?

Insights 52

Insights Customer Success Webinar Culture 52

TechSee

JUNE 4, 2019

While these non-technological training styles center offer a number of benefits, they can consume a considerable portion of a call center’s resources in terms of time and cost. Think of it as the equivalent of a TV producer talking to a presenter through his earpiece. Virtual private tutors. One size doesn’t fit all.

Call Center 117

Call Center Technology Contact Center Average Handle Time 117

Clarivate

MAY 21, 2024

The platform serves as a technology backbone, enabling accelerated and consistent deployment of AI capabilities across our Academia & Government portfolio of solutions. ProQuest Research Assistant Enabling users to navigate millions of full text academic works within ProQuest and easily obtain new insights for research and learning.

Government 129

Government User Experience Document Innovation 129

Currency Alliance

MAY 9, 2022

We explain how the technology differs from legacy solutions, and how an API-first approach solves the specific business challenges and enables the marketing goals that it was built to achieve. . of our API has been able to support every use case presented by a client or prospect. Thus far, Version 3.0 Standardization.

Loyalty 52

Loyalty Technology Loyalty Programs Multi-Channel 52

CSM Magazine

DECEMBER 21, 2021

These double-edged customer expectations also present a unique opportunity to empower agents and enhance CX. In this blog, we throw the spotlight on technology and how to use it effectively, adding the human touch to digital interactions. The technology tug-of-war. 3 ways to win the technology tug-of-war.

Technology 59

Technology Average Handle Time Omnichannel Blog 59

Oracle

OCTOBER 2, 2019

The global ecommerce market continues to present a massive opportunity for retailers. One thing retailers can do to stand out from the competition is to improve their online customer experience (CX) using new technologies that improve the online shopping experience. trillion gross merchandise value (GMV) worldwide. Visual search.

Technology 87

Technology Social Media Fashion Retail 87

Optimove

OCTOBER 24, 2019

How to create the perfect alignment between the brand, the customer, and your technology? Over the next few weeks, we will dissect and import a lot of insights from next week’s event here, on Optimove’s blog. will give us insights towards how to effectively and authentically combine storytelling and promotions in emails.

Presentation 53

Presentation 2015 2017 2018 53

Natalie Petouhof

DECEMBER 9, 2022

Today we’re going to talk about empathy, a huge topic that I’m very interested in, and technology and how you can bring them together in support of building great customer and employee experiences. She wrote Empathy in Action to present a different economic construct that is customer-focused (5:12).

Insights 52

Insights Customer Experience Customer Centricity Presentation 52

BlueOcean

OCTOBER 4, 2022

That’s just one bite of insight coming out of last month’s CXOutsourcers Mindshare event in Las Vegas. Blockchain technology isn’t losing its buzzword status anytime soon. Shelli Ryan, CEO and Founder of Ad Hoc Communication Resources, presented a report about blockchain in the contact center and its impact on customer experience.

Entertainment 156

Entertainment Employee Experience 2023 Contact Center 156

BlueOcean

OCTOBER 23, 2023

With every evolution in technology, workforce trends, and consumer expectations, the questions shift—which is testament to why generic, boilerplate RFPs never work for outsourcing customer care. If yes, provide details on the platform, available insights, and reporting standards. AI Describe your current AI capabilities and services.

Customer Care 177

Customer Care Contact Center Culture Measurement 177

ShepHyken

NOVEMBER 16, 2018

This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. With technological advancements, the market has seen a tremendous shift in consumer behavior. Customers are connected.

Consumers 98

Consumers Technology Blog Chief Customer Officer 98

2020 Research

MARCH 24, 2023

Recruiting for research studies is always challenging, but identifying participants who are undecided or willing to shift their stance, particularly on a polarizing issue like politics, presents a unique set of obstacles. In addition to the initial screening efforts, Engagious also conducts its own re-screening and technology check-ups.

Insights 52

Insights 2016 2020 Books 52

One Millimeter Mindset

DECEMBER 27, 2018

Never miss another insightful post. The post Presenting My Top 2018 Customer Experience Blog Post! Book a 40-minute strategy appointment with me. Learn how to better serve your customers. . Subscribe to my blog. Share your email address in the red box in the right column. is available on Amazon.com.

Presentation 59

Presentation 2018 Blog Customer Experience 59

ENGAGE.cx

AUGUST 11, 2015

In Short, great customer experiences- i n the present. Use social insights to drive conversations. Brands can extract insights from their social media initiatives and analyze how their customers talk about them to each other and back to the brand directly. How can they do that?

Presentation 70

Presentation Customer Experience Social Media Events 70

Oracle

APRIL 24, 2019

When you hear the term “intelligence”, some of the first things that leap to mind include super-secret governmental reconnaissance and AI (artificial intelligence) technology. The post CI Meaning – Insights into Customer Intelligence appeared first on SmarterCX. ” CI streamlines the components of this workflow.

Insights 82

Insights CEM Reference Touchpoint 82

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. Shep Hyken, Chief Amazement Officer at Shepard Presentations. His specialty is exploring the connection between customer service and technology.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251