InMoment XI

APRIL 23, 2024

Unlocking the Power of AI in CX At the heart of InMoment’s Smartest Actions lies the integration of AI in customer experience technologies. By leveraging AI, businesses can automate processes, optimise interactions, and deliver exceptional experiences that resonate with customers. Which brings us to the smartest actions.

Social Media 260

Social Media Insights Feedback Loyalty 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. The Power of Conversational Intelligence Conversational intelligence, powered by AI, equips businesses with the tools to analyse textual and verbal interactions.

Insights 260

Insights Multi-Channel Webinar Social Media 260

InMoment XI

JULY 19, 2023

Customers have high expectations when it comes to interactions with brands, and delivering exceptional experiences has a direct impact on loyalty, satisfaction, and overall business success. These technologies streamline interactions, personalize experiences, and enhance customer engagement.

Customer Experience 260

Customer Experience ROI Customer Centricity Omnichannel 260

InMoment XI

FEBRUARY 12, 2024

Integrated CX is all about harnessing the power of data, technology, and expert service to help companies unlock valuable insights so they can take action to drive measurable outcomes for their customers. This alignment can lead to 2.4x more revenue growth in your business. How Does Integrated Customer Experience Work?

NPS 260

NPS Net Promoter Score Effort Score ROI 260

ClearAction

JULY 20, 2023

Customer Success Technology Buyer Guide Lynn Hunsaker Customer success technology is sure to grow in importance and array. Non-stop for the past 25 years, technology for experience management and marketing have been super hot since CRM arrived on the scene. Why We Expect a Lot from Customer Success Technology Why?

Technology 62

Technology Customer Success 2009 Consulting 62

Experience Investigators by 360Connext

MARCH 26, 2024

Unlock the future of customer experience as I, Jeannie Walters, team up with Greg Kihlström from the Agile brand to dissect the fascinating blend of strategy and technology that’s shaping how we interact with businesses today. About Greg Kihlström: Greg Kihlstrom.

2024 178

2024 Banking Advertising ROI 178

Opinionator

JANUARY 8, 2021

The power of ROI (return on investment) is undeniable when measuring customer experience. Calculating the ROI of CX is often measured as a ratio between net profit over a set period and the cost of the initial or recurring investment. A high ROI ratio is what companies look for. Methods and Steps in Calculating the ROI.

ROI 98

ROI Customer Experience Advertising Return on Investment 98

Inbenta

OCTOBER 20, 2020

In that context, it is of paramount importance for companies to find new or better ways to deal with the massive amount of online interactions they’re now facing. So how can a Customer Interactions Management Platform come to the rescue? And what are the benefits of automating the management of your customer interactions?

Interaction 98

Interaction Social Media ROI Reference 98

Education Services Group

MAY 12, 2021

TSIA’s conferences are always jam-packed with best practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. This spring’s virtual TSIA Interact was certainly no exception, with three days of sessions from TSIA researchers and industry-leading companies and experts.

Interaction 98

Interaction 2021 Customer Journey Touchpoint 98

Playvox

NOVEMBER 15, 2022

On top of that, most customer support centers now offer service channels beyond voice — such as e-mail, chat, and messaging — that require different ways of forecasting, scheduling, and reporting on interactions with customers. Investing in technology that supports engagement. Coach And Develop Your Customer Service And Support Team.

ROI 86

ROI Management Contact Center E-support 86

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

Upstream Works

NOVEMBER 22, 2022

Furthermore, when customers did make an effort to engage, it was never easy – by design – as customer service was expensive to provide and in the eyes of leadership, did not produce much ROI. Not only have the times changed, but so have the technologies – both have yielded a new dynamic between customers and businesses.

Technology 78

Technology Contact Center Customer Service Social Media 78

InMoment XI

AUGUST 31, 2023

This year’s event is jam-packed with hands-on demonstrations, workshops, and interactive opportunities to help you extract tangible value from our speakers, as well as gain applicable knowledge for your experience programme. Integrated Insights : Delivering both leading innovative technology and strategic expertise to deliver ROI.

2023 260

2023 Workshop 2024 Events 260

InMoment XI

FEBRUARY 2, 2024

Worldwide Furniture Retailer Redefines Comfort through Integrated CX One of the biggest companies in the furniture space is pioneering a future where relaxation meets technology. This statistic underscores the importance of a human touch in creating meaningful customer interactions.

Hospitality 260

Hospitality Call Center Retail NPS 260

InMoment XI

DECEMBER 15, 2022

It has also changed the way that your customers interact with you. But, the challenge lies in gathering data and linking it to meaningful business KPIs such as customer loyalty , customer acquisition , or generally proving program ROI. The COVID-19 pandemic has changed the way that businesses, well, do business.

Social Media 529

Social Media Metrics Customer Journey 2019 529

InMoment XI

OCTOBER 28, 2021

In my last post, we discussed the difference between interactions, engagement, and customer experience. I often talk about customer experience lying at the intersection of communications, operations, technology, and employees. You heard me right: not one department owns the customer experience—it’s every department!

Airlines 493

Airlines Government ROI Webinar 493

Eptica

APRIL 1, 2021

Date: Friday, March 26, 2021 Author: Pauline Ashenden - Demand Generation Manager How Microsoft Teams delivers contact centre ROI. Drawing on expert analysis, our latest blog explains how you can calculate the ROI of Teams in five areas – read the full article on our parent company Enghouse Interactive’s site.

ROI 72

ROI 2021 Blog Article 72

Inbenta

FEBRUARY 1, 2024

RESOURCES Webinars Horizn Product Digital Demos Enhancing Your Customer Service with Interactive How-To Demos When customers can’t navigate your products or services, it can be frustrating. Inbenta’s Horizn Digital Demos give customers step-by-step interactive guides they can follow any time they have an issue. Gulf Coast.

Interaction 52

Interaction Demo 2023 Webinar 52

InMoment XI

AUGUST 15, 2023

This deeper understanding leads to tailored interactions, personalized recommendations, and improved problem resolution. Leverage the insights to personalize customer interactions, optimize marketing campaigns, and preemptively address issues. Remember that predictive insights are most valuable when combined with human expertise.

Customer Experience 260

Customer Experience Retail ROI Insights 260

Interactions

JUNE 13, 2019

But despite the fast adoption, choosing new technology for your business is still a big decision. Not only does it become the face of every interaction with your customers, but it can break the bank if you’re not careful. Simply put, IVAs are able to handle a much greater volume of customer interactions, as any automated system can.

ROI 63

ROI Contact Center Banking 2019 63

ChurnZero

MAY 11, 2021

Last week Technology & Services Industry Association (TSIA) hosted their Spring virtual event called – TSIA Interact 2021. Here’s a roundup of our top five takeaways for Customer Success professionals from TSIA Interact 2021. . . As opposed to the SaaS, which stands for software as a service. . Only 27.2%

2021 98

2021 Interaction Net Promoter Score Customer Success 98

Comm100

MAY 5, 2022

Digital technology has transformed customer expectations in recent years, and the banking industry is now playing catch-up. One of the big reasons that 40% of internet users prefer to interact with chatbots over human agents is for their incredibly efficient support. ROI of banking AI chatbots. Improved support efficiency.

Banking 52

Banking ROI Books Omnichannel 52

InMoment XI

APRIL 3, 2024

The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action. But with the advent of the information age and the communication technologies that support it, a new facet of customer experience has emerged: digital experience. Why is Digital Customer Experience Important?

Customer Expectations 260

Customer Expectations Touchpoint 2024 Omnichannel 260

InMoment XI

FEBRUARY 1, 2024

Intent Prediction Intent prediction is a crucial component of data analysis, focusing on deciphering the underlying intentions behind customer interactions. This technology uses deep learning models to predict a customer’s future actions or needs.

Social Media 260

Social Media Insights Metrics Loyalty 260

TechSee

JANUARY 29, 2024

This new class of technology brings incredible opportunity, as well as a new set of challenges. This post will explore the promise, the potential pains, and why you should take an optimistic view of this technology. LLMs in CX: Risks However, the successful incorporation of such advanced technologies isn’t without challenges.

Document 124

Document Contact Center Leadership Technology 124

Pointillist

MARCH 20, 2019

By Swati Sahai The importance of calculating your customer experience ROI cannot be overstated—how will you build, measure and regularly optimize your customer experience efforts if you don’t know the return on your CX investments? You need the quantitative ROI to make a strong business case and obtain approval for continued investment.

ROI 59

ROI Customer Experience Banking Call Center 59

Think Customers

OCTOBER 4, 2019

The research found that 40 percent of consumers started using voice and chat assistance within the past year, compared to just 4 percent who said they’ve been using the technology for five or more years. Consumer adoption has led to ROI, according to the research. Does it make sense or is it just plugged in for technology sake?

ROI 53

ROI Automotive Insurance 2017 53

Lumoa

JANUARY 15, 2024

Conversational commerce is all about interacting with customers through various communication tools, like live chat, chatbots, and contact centers. Let’s explore what forms that technology can take. Don’t interact with customers just for the sake of it. In This Article: What is Conversational Commerce?

Customer Experience 83

Customer Experience Net Promoter Score Touchpoint Omnichannel 83

NICE inContact

AUGUST 2, 2019

So, when you do integrate digital customer service technology , you’ll want to be thinking about the future of the technology, its agility and flexibility, and the development of your business. This makes it easier for agents to respond to high volumes of customer interactions. 1) Live Chat. 4) Powerful CRM.

Technology 91

Technology Customer Service Omnichannel Call Center 91

BirdEye

MAY 6, 2024

But imagine if there were a solution that streamlined operations, identified growth opportunities, and empowered you to showcase your return on investment (ROI). Birdeye Command Central is an interactive dashboard meticulously designed to empower agencies to unlock the full potential of the Birdeye platform.

ROI 62

ROI Multi-Channel Return on Investment Demo 62

Beyond Philosophy

SEPTEMBER 8, 2022

On a recent podcast, we had a guest, Michél Patterson , a continuous improvement expert in Lean Six Sigma who has consulted numerous industries, including technology, freight forwarding, and even the Department of Defense. They found that there were many moments where the organization interacted with the customer throughout the journey.

ROI 97

ROI Customer Experience Net Promoter Score Measurement 97

ClearAction

OCTOBER 16, 2019

Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. That’s not as impossible as it seems, given the promises of today’s technologies. Acquisition Addiction’s Impact on Customer Experience ROI. Did you know that 1.8

ROI 59

ROI Customer Experience 2011 Customer Centricity 59

Lithium

SEPTEMBER 7, 2022

Digital customer care can meet and exceed your original ROI projects in several ways. To get to the bottom of the best ways to use and prove the ROI of Khoros Care, we sat down with Khoros product marketing expert and software engineer Josh Snider to get an expert opinion on the best and worst ways to use Khoros Care.

ROI 52

ROI Social Media Customer Care Brands 52

Totango

JANUARY 4, 2019

Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model. The time savings alone for your customer success team can have a positive impact on your enterprise’s ROI. #2

Customer Centricity 79

Customer Centricity ROI Marketing Return on Investment 79

Oracle

JANUARY 3, 2019

The greatest companies in the world are training your customers on what to expect when they interact with a company. The ROI argument. Bolstering technology is a logical starting point. That satisfaction impacts how they interact with each other, and with your customers. Customers are no longer willing to give you a pass.

ROI 77

ROI Return on Investment Customer Retention Technology 77

TechSee

DECEMBER 11, 2018

To deliver value in 2019, call center leaders must select a CX initiative that can immediately demonstrate ROI. However, aside from short term ROI, improving your call center customer experience strategy requires careful consideration for the long term as well. Technologies: Data Analytics, AI, AR solutions.

Call Center 182

Call Center 2019 Contact Center Customer Experience 182

Magellan Solutions

MAY 6, 2021

Technology is shaping Outbound Telemarketing in more ways than one. One good reason for this is innovative technologies that enable BPOs to realize opportunities and provide stellar call center experience. How Technology Helps an Outbound Telemarketing Agency ? Outbound Interactive Voice Response (IVR).

Technology 52

Technology Call Center Multi-Channel Social Media 52