NICE inContact

FEBRUARY 24, 2021

The pandemic has rapidly accelerated the “consumerization” of health care—patients behaving more like consumers in their healthcare interactions. In a white paper on key industry insights, Deloitte says the consumer has arrived in the healthcare industry sooner than expected.

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White Paper Consumers Healthcare Contact Center 66

Quadient

MAY 23, 2022

Customers who perceive their interactions with your company as highly positive purchase more of your products and/or services, purchase more frequently, are more loyal, and are more likely to share their positive views with personal contacts and online communities. . These interactions have two components. Marissa Feigen. Experience.

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Contact Center White Paper Document Social Media 105

ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience.

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Customer Success White Paper Loyalty ROI 80

mopinion

OCTOBER 23, 2017

Consumers are not only (increasingly) picking up their mobile phones to shop online, but they’re also looking for a more interactive experience with the brand, accompanied by a smooth purchasing process. The post New White Paper: How to Boost your Retail Website with Online Feedback appeared first on Mopinion.

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White Paper Retail Feedback Customer Journey 76

CSM Magazine

SEPTEMBER 8, 2023

In a release from Genesys, it reads: “…through bi-directional data sharing, CX Cloud from Genesys and Salesforce allows organisations to better understand customer interactions, behaviour and history across their journey”. Looking to find out more?

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White Paper Leadership Multi-Channel 2021 52

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. Justify customer loyalty through excellence – innovate audience interactions. Many executives are interested in improving and understanding customer experience.

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Customer Experience Social Media White Paper Poor Customer Service 282

Storyminers

JANUARY 26, 2015

From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems. Companies were the early adopters.

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White Paper Customer Experience Design Article Blog 70

ShepHyken

NOVEMBER 16, 2016

Engagement is about interacting and attraction. One that is pushy and promotional or one that is about interacting and relationship building? But, today a good website is about offering up new content, sometimes daily (or even more often), in the form of articles, white papers, videos and even games.

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White Paper Marketing Customer Experience Advertising 134

InMoment XI

APRIL 26, 2022

Many audiences—like senior citizens or those without internet access—are far more likely to respond or far more comfortable with paper surveys than online surveys. Plus paper surveys are often easier to read for many since they’re printed in large fonts with black text on white paper. In-Person Surveys.

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Customer Experience Fashion White Paper Insights 260

Talkdesk

DECEMBER 1, 2020

Account & Interaction Management: How an organization integrates enterprise systems to collect, maintain and distribute customer information. Workforce Management: How an organization assigns the right employees with the right skills to the right job at the right time to meet demand.

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ShepHyken

MARCH 26, 2019

Social media has transformed how customers and businesses interact. With years of experience as a contact center analyst, a customer service advisor, and more, she has authored over 150 white papers, e-books, and webinars. Natalie Petouhoff is the Vice President of Customer Service Innovation at Salesforce Service Cloud.

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White Paper Contact Center E-support Social Media 123

Clarivate

OCTOBER 7, 2021

However, everyday inside a company there are interactions that are about serving each other with data, reports, insights and general help. Turning each interaction into a customer interaction will quickly become eye opening for all colleagues. Treating everyone as your customer.

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White Paper Customer Experience Consulting 2019 59

Beyond Philosophy

JANUARY 23, 2021

One of the contributing factors to this mindset is the number of stories we hear in business books, blog posts, white papers, and TED talks that describe how organizations change this one small thing and revenue increases by 50 percent. While that makes an interesting story, it isn’t the typical result of making a small change.

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2021 White Paper Customer Experience Consulting 89

UJET

DECEMBER 2, 2020

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago. But now the world is very different. appeared first on UJET.

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Contact Center White Paper Virtual Agent Consulting 72

CloudCherry

JANUARY 22, 2020

A recent Forrester white paper entitled How to Transition Your Voice-Of-The-Customer Vendor explains that “failure is not always the vendor’s fault.” Such technology solutions “make it possible to tap many more customer voices beyond individuals with whom the business interacts the most. Don’t forget about culture.

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White Paper Social Media Feedback 2019 243

Clarivate

FEBRUARY 28, 2024

This subject is discussed in a forthcoming white paper from Clarivate. Data visualization and interpretation tools Data visualization tools such as interactive dashboards and heatmaps facilitate the exploration and interpretation of complex datasets, enabling stakeholders to identify trends, outliers, and actionable insights.

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White Paper Healthcare Innovation Insights 59

Totango

AUGUST 23, 2022

B2B customer journey touchpoints are occasions when business customers interact with a brand. Touchpoints also include occasions when clients interact with your software app in a SaaS context. Which business functions or departments are involved in the interaction. What functions the interaction serves. White papers.

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Touchpoint Customer Journey B2B Customer Journey Mapping 115

inmoment

JULY 6, 2020

As we outline in our recent white paper on this subject, Five Predictions About The Future of Retail Banking , retail banking brands can achieve this goal by asking the right questions. It’s helpful for these banks to ask themselves what about recent customer interactions has been the most surprising.

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Banking Retail White Paper Financial 52

Talkdesk

DECEMBER 10, 2020

Determine CX maturity priorities Deploying a digital transformation strategy will affect the channels, processes and people by which your customers interact with your brand. What challenges, shortcomings or missed opportunities will your business experience by staying on-prem?

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Contact Center White Paper Transportation Roadmap 115

Zeisler Consulting

SEPTEMBER 15, 2021

is to improve the alignment between what your company says it’s all about (call it mission/vision, corporate values/principles, or simply Brand Promise) and the experience your Customers have when they interact with your brand. Here it is: The purpose of Customer Experience as an endeavor (a department, a practice, a field of study, etc.)

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White Paper Sales Brands ROI 93

Education Services Group

AUGUST 27, 2018

In fact, researchers Dominic Fareri, Luke Chang and Mauricio Delgado published an article in The Journal of Neuroscience (2015) demonstrating the power of collaborative interactions in building and maintaining relationships. Read about this study and others in our white paper, Neuroscience and Customer Success. Learn More!

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White Paper Download Customer Success 2015 51

Andrew Mcfarland

SEPTEMBER 23, 2022

In addition, webinars, white papers, and video content are essential for establishing credibility. This human-to-human interaction requires a customized approach. An active blog, white paper, or webinar can also help you build credibility. The process starts with connecting with a buyer.

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White Paper Competitive Advantage Webinar Touchpoint 48

Kayako

MAY 13, 2022

Today’s customer expects efficient, seamless interactions with products, services, and customer service help across various devices. Kayako’s SingleView™ includes every customer’s interaction in our help desk support ticketing system so that customer service agents can access a centralized, visual story of the entire customer journey.

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White Paper E Commerce E-support Customer Satisfaction 110

CSM Magazine

JULY 27, 2022

A huge 86% of shoppers say they want to interact with businesses who share their beliefs, and this figure rises to 95.8% The Tipping Point of Loyalty white paper from Upside found that loyal clients are 22 times more valuable to a business than average buyers.

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Customer Journey White Paper Loyalty Consumers 64

Natalie Petouhof

AUGUST 15, 2022

It involves capturing not just what people tell us, but also how they’re interacting with our customer experience channels and how they feel doing this. But nearly half of companies lack customer identification information during real-time digital and voice interactions. Original Article by Ginger Conlon.

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Customer Experience White Paper Contact Center Competitive Advantage 52

UJET

DECEMBER 2, 2020

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago. But now the world is very different. appeared first on UJET.

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Contact Center White Paper Virtual Agent Consulting 56

Integrity Solutions

JANUARY 15, 2020

Successful selling requires a consistent demonstration of integrity, sincerity and honesty in all sales interactions. Our white paper Selling in Sync: What to Do When Conflicting Beliefs Create a Sales Roadblock takes an in-depth look at four profiles of salespeople whose beliefs and values are out of alignment.

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Sales White Paper Banking Download 90

Comm100

JANUARY 21, 2020

With digital omnichannel engagement, you can automate proactive interactions based on custom rules that guide users through the customer journey. Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. White Paper.

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Customer Journey White Paper Social Media B2C 40

Totango

MARCH 8, 2022

Interacting with a customer success community can benefit CS professionals by helping you network, get peer input on business and technical issues, and stay updated on your industry knowledge and skill set. You also can learn by doing by trying the Totango platform free to see for yourself how it works.

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2022 Customer Success White Paper Social Media 115

Integrity Solutions

APRIL 19, 2024

You can interact thoughtfully with their LinkedIn posts or congratulate them on a new role or promotion, a work anniversary or even a birthday. You’ll know when there’s media coverage of the prospect’s company or when their senior executives have said something pertinent that you can reference.

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Sales Loyalty White Paper Contact Center 52

Think Customers

APRIL 12, 2022

RPA is quickly gaining popularity in both the front- and back-office to streamline operations and free-up customer-facing employees to focus on more meaningful customer interactions while also lowering cost to serve and improving customer satisfaction. Think bots that imitate human work, such as data entry.

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White Paper Contact Center Customer Satisfaction Technology 52

Think Customers

OCTOBER 4, 2021

For your contact center operations, this can be beneficial by deflecting lower value Tier 0 and Tier 1 interactions, while also delivering 24/7 customer support at scale. Self-service is powered by intelligent automation capabilities that deliver seamless support, with skills-based routing to contact center associates only when needed.

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White Paper Contact Center Omnichannel Average Handle Time 52

CSM Magazine

JANUARY 24, 2023

Not limited to standard text interactions, ChatGPT can write poetry, help debug code and even troubleshoot IT issues. This can help improve the overall user experience and make it easier for users to interact with the AI system. The way that the model is trained helps determine how questions are answered.

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White Paper Contact Center Events Interaction 52

SaleMove

MAY 29, 2020

But social distancing severely limited such in-person interactions, pushing support to the phones and online at the same time that the volume of small business borrowers and the complexity of lending programs increased. The addition of one- or two-way video to interactions can further enhance the borrowing experience and the relationship.

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White Paper Banking Document Reference 52

TechSee

MARCH 19, 2018

Computer vision can be utilized to perform as a Virtual Assistant for customer service agents, delivering effective decision support during the agent-customer interaction. Via a smartphone, the customer indicates the faulty device, and the virtual assistant can recognize devices, detect motions, and interact in real time with the customer.

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Call Center White Paper Contact Center Customer Care 84

West Monroe

OCTOBER 15, 2018

As we wrote about in our recent white paper, Contact Center of the Future: Conversational Bots and Empowered Agents , the role of the contact center agent will change tremendously in the years to come. Training must focus on these complex interactions and will require additional problem solving and soft-skill initiatives.

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White Paper Contact Center Engagement Customer Care 40

Beyond Philosophy

MAY 14, 2015

Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance. As many as 2/3 of Customer service interactions will occur without human-to-human contact.

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