West Monroe

JANUARY 15, 2024

Listen to "The Digital Disconnect: Don’t Leave your Employees Behind" on Spreaker. About the episode Explore the essence of digital transformation. Rissa Redden is joined by West Monroe's experts, Kim Seals and Rick Sabatino, to unravel the findings of the 'Digital Disconnect' report.

Technology 52

Technology Customer Centricity Innovation Measurement 52

ShepHyken

NOVEMBER 21, 2023

Customers want a self-directed experience where they have control over how they are served and can resolve their issues in the way they want. The pandemic has accelerated the normalization of digital experiences and digital tools. Generative AI will improve agent experience by making them more self-sufficient.

2021 88

2021 Technology Interaction Customer Service 88

Experience Investigators by 360Connext

JANUARY 7, 2015

As more companies enlist the titles of Chief Customer Officer and Chief Digital Officer, the convergence becomes ever more interesting. One of the most challenging aspects of customer experience is setting boundaries around duties within organizations. As the C-Suite becomes more crowded, it’s important everyone feels heard.

Chief Customer Officer 257

Chief Customer Officer 2011 2014 Leadership 257

Inbenta

DECEMBER 21, 2023

RESOURCES Webinars Chatbot AI for Enterprise: Secrets to Enhancing Customer Experience While Maintaining Compliance AI is reshaping how businesses engage and communicate with their customers. Featured speakers include David Barnhardt, Head of Experience and Brett Petersen, Head of Global Operations & Enablement at Inbenta.

Webinar 52

Webinar Contact Center Demo Definition 52

Inbenta

DECEMBER 21, 2023

DALLAS – December 14, 2023 –Inbenta, a conversational AI platform designed to optimize customer experience, today announced the appointment of Merlin Bise as Chief Technology Officer, effective January 1, 2024.

2024 52

2024 2023 Roadmap Banking 52

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 89

Customer Experience Contact Center Technology Banking 89

Inbenta

OCTOBER 30, 2023

RESOURCES Webinars Chatbot AI for Enterprise: Secrets to Enhancing Customer Experience While Maintaining Compliance AI is reshaping how businesses engage and communicate with their customers. Featured speakers include David Barnhardt, Head of Experience and Brett Petersen, Head of Global Operations & Enablement at Inbenta.

Webinar 52

Webinar Contact Center Demo Definition 52

Playvox

JUNE 28, 2022

During the global pandemic, customers massively turned to digital communications, and, according to consumer studies , this change is here to stay. Customers now expect to do business with an omnichannel contact center that delivers consistent and seamless customer experiences regardless of the channel they use. in addition to voice.

Contact Center 84

Contact Center Omnichannel Competitive Advantage Article 84

ShepHyken

AUGUST 21, 2020

He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience. 5 Habits of Companies that Improve Customer Experience Through Change. In the past, the motivation was more value, better experiences, and revenue generation. Revise culture starting with the C-Suite.

Customer Experience 246

Customer Experience Culture Government Innovation 246

ShepHyken

NOVEMBER 27, 2023

Top Takeaways: Businesses use advanced technology like search and generative AI to create better customer experiences. ” The answer or response suits what the customer needs better. Generative AI and advanced search technologies can help build unique customer experiences.

Customer Experience 94

Customer Experience Technology User Experience Customer Satisfaction 94

Customer Bliss

DECEMBER 28, 2018

Today’s “Best of 2018” episode features Patricia Pedhom Nono , who was previously the general manager of customer service & customer experience at MTN Cameroon , one of the biggest telecommunications companies in Africa. Employee Experience Trickles Down to Customers. Help the C-Suite Help Employees.

Telecommunications 141

Telecommunications 2018 Chief Customer Officer Call Center 141

Hero Digital

APRIL 20, 2021

Hero Digital, a leading digital customer experience (CX) company, and FullContact, the industry leader in consumer Identity Resolution as a service, today announced their partnership to provide clients with new capabilities to recognize and enrich anonymous website and mobile app visitors. About Hero Digital.

Omnichannel 98

Omnichannel Banking Brands Technology 98

West Monroe

DECEMBER 5, 2023

Build products that your customers love Leveraging our latest Digital Disconnect research of 700 C-suite executives and 5,000 consumers, we’ll tell you how your product and customer capabilities compare to your industry leaders and how they align to what your consumers want. Are you ahead or behind your peers?

Financial 52

Financial Consumers Customers Innovation 52

CSM Magazine

JANUARY 31, 2024

The insurance industry is shifting and making digital transformations for good to match increasing expectations and the changing landscape of modern technology. The market dynamics are in constant development as more personalized services that suit the customers’ needs and provide all kinds of flexibility are being prepared.

Insurance 59

Insurance Customer Service Customers Technology 59

Customer Bliss

OCTOBER 24, 2019

Last year, Walmart added a chief customer officer role to better align its digital and brick-and-mortar business, especially as competition from Amazon continues to increase. Mastercard, Neiman Marcus, and many others have added this high-level position to their C-suite as well, increasing their focus on customer growth and relationships.

Chief Customer Officer 185

Chief Customer Officer Customer Experience ROI Customer Centricity 185

Playvox

APRIL 5, 2022

Most companies aspire to excellence in customer experience (CX). But without getting contact center performance right, all other CX elements – such as marketing, user experience, etc. After all, the employee experience drives the customer experience. The key point is that WEM suites represent an evolution.

Contact Center 77

Contact Center Net Promoter Score Metrics Average Handle Time 77

Customer Bliss

FEBRUARY 18, 2022

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). Want to get more inspiration from customer experience leaders from every industry? Know Your Guardrails.

2022 286

2022 Customer Experience Chief Customer Officer Books 286

Playvox

MARCH 29, 2022

WEM suites are an evolutionary shift — beyond workforce optimization — brought about by the need to take customer service operations to the next level by placing the agent experience at the center. In short, workforce engagement management matters because agent experience matters. From Optimization to Engagement.

Engagement 60

Engagement Management Contact Center Competitive Advantage 60

Kustomer

JUNE 6, 2023

Although years of experience, impressive credentials and exclusive benefits might draw in a crowd, nothing will secure and retain a loyal client base like providing an excellent and user-friendly customer experience. There is so much to keep in mind when trying to create the ideal customer experience for your clients.

Financial 98

Financial Customer Service Banking Customer Satisfaction 98

Beyond Philosophy

JULY 7, 2022

It’s about brick-and-mortar retail because, after the pandemic, physical retail is bouncing back as people want a real-life experience after the lockdowns and other events. Customer Experience management has been absorbed into Customer Science in the past couple of years; how will that apply to brick and mortar? Almost Perfect.

Retail 160

Retail Online Experience Interaction Technology 160

Magellan Solutions

AUGUST 11, 2023

Website creation is vital in the digital age since it is a portal for people to interact online. AI-driven algorithms that monitor user behavior, preferences, and trends provide intelligent website recommendations and layouts to improve the user experience. It provides an unmatched experience that encourages return visits.

User Experience 98

User Experience Competitive Advantage Call Center Insights 98

Lithium

OCTOBER 8, 2021

The Customer Engagement team is proud to present the first episode of Titans of Customer Engagement: A Customer Experience Podcast , Being Present on Social Media: It's Harder than You Think featuring Kerrie Robert , Social Media Manager of Customer Service at Experian. It’s finally here, and we couldn’t be more excited. Apple Podcasts.

Social Media 97

Social Media Presentation Leadership Customer Engagement 97

Optimove

MARCH 26, 2024

Next-Gen Marketing Advancements: Shai Frank, Optimove’s SVP of Product, followed by announcing next-generation advancements to Optimove’s AI-powered Suite, OptiGenie, plus more new features to empower marketers. You will need to be able to understand your customers and orchestrate these experiences at scale across a wide variety of channels.”

2024 64

2024 Connections 2025 Download 64

CSM Magazine

JUNE 22, 2023

Calabrio is honoured to be recognised for empowering frontline staff, unravelling complexity, and driving impact through customer experience. Calabrio ONE seamlessly unifies workforce optimisation, agent engagement, and business intelligence solutions into the only enterprise-grade, true-cloud workforce performance suite.

Innovation 52

Innovation Customer Centricity 2023 2022 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. Enable an outbound experience. “If

Technology 96

Technology 2019 ROI Employee Experience 96

Strativity

JUNE 23, 2023

The Red Dot Design Award is one of the biggest design competitions in the world, with roughly 20,000 entries per year from 60 countries, and recognizes high design quality in 51 different categories. “Design plays a critical role in customer experience, and it’s great to see our strong partnership with Verizon delivering award-winning work.”

2023 52

2023 Innovation Connections Customer Centricity 52

Hero Digital

JUNE 24, 2020

Hero Digital , the leading independent customer experience company, has been selected as one of only 35 Adobe Platinum Solution Partners worldwide. Hero Digital offers brands a powerful accelerator – from the imagination it takes to create new offerings, through to the execution required to realize revenue growth.

Banking 77

Banking Consulting Technology Brands 77

West Monroe

AUGUST 9, 2022

Our survey of 700 C-suite executives and 5,000 consumers finds that companies have set a compelling vision for a digital-first future and have made strides to build a more agile approach to product development, data-driven decision-making, people strategy, and the overall operating model. The next big areas for digital investments.

2022 52

2022 Insurance Download Healthcare 52

CSM Magazine

SEPTEMBER 14, 2023

Industry Report Ranks Calabrio as an Overall Agent Management Leader and a Product Experience Leader. The digital foundation of a customer-centric contact center, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact center as a brand guardian.

2023 59

2023 Management Contact Center Customer Centricity 59

CSM Magazine

APRIL 18, 2023

As consumers tighten their belts and organisations undergo digital and workplace transformations, there has never been a better time to invest in the contact centre. These widespread challenges are also holding many organisations back from delivering an exceptional customer experience (CX).

Contact Center 52

Contact Center Call Recording Customer Expectations Customer Centricity 52

ShepHyken

JUNE 22, 2021

Investing in the Customer Experience. They discuss how businesses should invest in delivering a WOW customer experience. Top Takeaways: Even if you are in a B2B industry, decision-makers are still likely to compare you to their best experiences as a consumer. Digital transformation is more than just implementing technology.

Return on Investment 87

Return on Investment B2B Financial Technology 87

CSM Magazine

JANUARY 18, 2023

We believe that Kevin’s passion and deep experience in the technology industry is well suited to shepherd Calabrio into its next phase of growth,” said Mike Hoffmann, Partner at Thoma Bravo. We thank Tom for the everlasting impact he has had on Calabrio’s success, and welcome Kevin to Calabrio.

Contact Center 52

Contact Center Customer Centricity Leadership Technology 52

CSM Magazine

APRIL 6, 2023

The integration with GPT systems—such as ChatGPT—is another step forward in Calabrio ONE’s product evolution to amplify the agent experience and deliver the highest standard of customer support.” Contact centers are often the digital front door of a brand, and almost always the last line of defense.

Contact Center 52

Contact Center Innovation Customer Centricity Brands 52

CSM Magazine

MARCH 27, 2023

According to a Calabrio report , 97% of consumers say contact centre interactions directly impact brand loyalty, and 3 in 5 consumers have switched brands due to a negative experience. Consumers demand access to multiple channels, personalised interactions, more empathetic experiences, and even faster resolutions.

Contact Center 52

Contact Center Multi-Channel Management Omnichannel 52

West Monroe

APRIL 9, 2024

With the ability to focus on the member experience and provide higher interest rates, credit unions can continue providing value despite ongoing uncertainty in the macroenvironment. They must determine where they are ahead or behind in terms of member experience and segments.

2024 52

2024 Banking Financial Consumers 52

Ecrion

JUNE 2, 2020

Ecrion announced the release of the latest version of its customer communication (CCM) and customer experience (CX) platform. It’s about creating a customer experience that is individualized. Ability to automate the digital experience for industry-specific process. We’re excited to be able to offer this enhanced version.

Customer Experience 105

Customer Experience CEM Return on Investment Insurance 105

Beyond Philosophy

DECEMBER 15, 2021

For Nissan’s Hussein Dajani , General Manager, Digital and CX Transformation, this wasn’t hard to imagine since he lived it for the past 18 months. He and his Customer Experience Steering Committee came up with a virtual version of the traditional car-buying and service experience and implemented it in record time.

ROI 78

ROI 2022 Consulting Events 78