Lithium

JUNE 6, 2023

Kudos Awards 2023 Is your brand using Khoros technology to deliver world-class digital customer experiences with strategies and results that others can learn from? Kudos Awards 2023 Is your brand using Khoros technology to deliver world-class digital customer experiences with strategies and results that others can learn from?

2023 52

2023 Webinar Events Metrics 52

Gainsight

APRIL 10, 2023

While tech companies witnessed unprecedented growth over the past couple of years, 2023 is a whole new game. According to a 2023 Trends and Outlook in Customer Success report from Bain & Company, retaining customers is at least five times more cost-effective than acquiring new ones. What Is Digital Customer Success?

2023 59

2023 Customer Success Multi-Channel B2B 59

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. What is the state of automated customer service in 2023? The state of automated customer service in 2023.

2023 85

2023 Customer Service Healthcare Return on Investment 85

CSM Magazine

OCTOBER 17, 2023

Ed Creasey shares a 3 point plan based on findings from Calabrio’s latest State of the Contact Centre Report 2023: Activating the Agent of the Future , to prepare your operation. These are trends that apply equally to the world of customer service. Reimagine What Success Means What defines success in your contact centre?

2023 52

2023 Contact Center Customer Centricity Measurement 52

ChurnZero

JANUARY 25, 2024

As companies find more ways to support their customers and build recurring revenue, “traditional” CS skillsets are no longer enough. How will customer success jobs, and the skills they require, evolve in 2024? As the role of CS changes, so do the critical skills required for CS teams, their leaders, and CS professionals seeking new roles.

2024 52

2024 Customer Success 2023 Leadership 52

Optimove

JANUARY 16, 2024

As we transition into a new year, I want to take a moment to reflect on the remarkable journey we’ve shared in 2023. It’s both an honor and a privilege to share with you the significant achievements of the past year while expressing our deepest gratitude for your steadfast support.

2023 52

2023 Net Promoter Score 2012 2024 52

Beyond Philosophy

MAY 15, 2023

How confident are you to deliver an excellent Customer experience (CX) in 2023 as we enter these turbulent times? This is looking at the state of readiness of organizations to deal with customers’ growing expectations. Every time I turn on the news, I hear about the potential of a recession. You’ll get 11 opinions.”

Customer Experience 78

Customer Experience 2023 Innovation Webinar 78

Magellan Solutions

AUGUST 23, 2023

AI marketing tools enable businesses to: Develop comprehensive customer profiles Understand preferences, behaviors, and pain points According to HubSpot’s State of AI Report 2023 , 49% of marketers say that the capacity to provide highly tailored content is AI’s top advantage. AI also automates repetitive tasks.

Marketing 98

Marketing Social Media Advertising ROI 98

CSM Magazine

NOVEMBER 14, 2023

Artificial Intelligence is on the rise and yet, believe it or not, tomorrow’s contact centre will need more — not fewer — agents. Dave Hoekstra, Product Evangelist, at Calabrio explains why and shares their top tips to activate the agent of the future. of interactions today. of interactions today. As a result, agent skillsets are changing too.

2026 52

2026 Average Handle Time Contact Center Customer Centricity 52

CSM Magazine

JANUARY 17, 2024

In 2023, HubSpot Blog conducted a study entitled The State of Video Marketing in 2023. Most customers report that they can watch the entire video and may often replay them a few more times. Most customers report that they can watch the entire video and may often replay them a few more times.

Communication 52

Communication 2023 Social Media Travel 52

West Monroe

APRIL 23, 2024

Many other studies, including those performed and cited by National Nurses United, also support that today’s perceived shortage is a misconception. in 2023 but still treading above pre-pandemic levels (closer to 16%). The fallout of these compounding factors?

Healthcare 52

Healthcare Financial Innovation Hospitality 52

Think Customers

JULY 5, 2023

Those attributes are more critical than ever, since customer interactions have increased by 100x and have become more complex in the last decade, Eilam stated. Companies are deploying AI in its first act for agent assist, conversational AI, and dynamic knowledgebases to support associates as they help customers.

Contact Center 52

Contact Center 2023 Omnichannel Interaction 52

Think Customers

MARCH 28, 2022

Gig customer experience (gigCX) workers—independent contractors, freelancers, and other temporary workers who provide customer support and other related services—are a natural fit in the contact center space. According to a Pew Research Center report, “The State of Gig Work in 2021,” 9% of U.S. workforce by 2023.

Contact Center 105

Contact Center Effort Score Metrics 2023 105

Clarivate

MARCH 8, 2023

To support continued use of RWD as a cost-effective complement and, in some cases, an alternative to time-controlled randomized clinical trials, RWD solution providers must continue to invest in timely open-source data to maximize the benefit to medical science. The timeliness of RWD impacts the relevance and reliability of a research study.

Healthcare 59

Healthcare 2023 2017 2022 59

ViiBE Blog

MAY 26, 2023

ViiBE Blog Solving plumbing problems with remote visual assistance in plumbing management software Marc Prempain May 26, 2023 Share this article Contents Share this article Contents Enhancing the Digital Experience with Remote Assistance Free Retail E-book available now! Let’s dive deeper.

Management 52

Management 2023 E-support Document 52

Comm100

DECEMBER 2, 2021

One of the greatest challenges for financial services organizations has been juggling the need to push innovation while maintaining support for trusted and secure technologies. For financial services organizations, omnichannel platforms allow support agents to be everywhere that their customers are. Omnichannel expectation.

Financial 92

Financial 2022 Customer Experience Omnichannel 92

West Monroe

APRIL 19, 2023

West Monroe’s signature research reports, Be Digital and Building a Digital Organization , highlighted how consumers, leaders, and organizations are embracing digital—and how that’s influencing business outcomes. The stakes are high for reliability and support when heat, electricity, and water are on the line.

Insights 52

Insights Culture Download 2023 52

Magellan Solutions

MARCH 27, 2023

Source: Magellan Solutions In 2023, global outsourcing spending may reach US$731 billion, according to Deloitte’s Outsourcing and Shared Services 2019-2023 Report. Source: Magellan Solutions In 2023, global outsourcing spending may reach US$731 billion, according to Deloitte’s Outsourcing and Shared Services 2019-2023 Report.

2030 52

2030 2023 2019 E Commerce 52

Kustomer

NOVEMBER 15, 2021

By the end of this year, e-commerce is anticipated to account for 18% of all retail sales worldwide with that number jumping to 22% by 2023. A ticketing system generates a document that records the interactions for a service or support case. The past 18 months forced companies to reimagine and redefine each aspect of business.

E Commerce 59

E Commerce Brands E-support Customer Experience 59

SurveySparrow

JANUARY 18, 2023

Pricing & Plans Designing Process Templates Team Collaboration Analytics Integrations Mobile App Other Features Support Team #1. David vs. Goliath. The Ottomans vs. The Persians. Ali vs. Frazier, and Messi vs. Ronaldo. For eternity, rivalries have played a massive role in shaping our world and interests. Fantastico!

2023 52

2023 Feedback Events 2016 52

SurveySensum

JULY 4, 2023

In the first quarter of 2023, Amazon reported a significant increase in net sales, amounting to $127.4 According to a recent article, “The five disciplines of customer experience leaders” by Bain & Company , excelling in customer experience can have a significant impact on a company’s revenue.

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Feedback 52

SurveySensum

JULY 4, 2023

In the first quarter of 2023, Amazon reported a significant increase in net sales, amounting to $127.4 According to a recent article, “The five disciplines of customer experience leaders” by Bain & Company , excelling in customer experience can have a significant impact on a company’s revenue.

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Feedback 52

CX University

MAY 13, 2024

Just as the invention of the ATM revolutionized banking by providing 24/7 access to financial services, chatbots are transforming the way companies interact with their customers, offering instant support, personalized recommendations, and efficient problem-solving.

52

52

West Monroe

APRIL 17, 2024

In the 2023 Manufacturing Institute Study, The Role of Company Culture in Workforce Attraction and Retention , nearly 87% of respondents said they communicate company culture in interviews. Talent and skill shortages continue to be a growing concern for manufacturers as they mature their digital capabilities.

Leadership 59

Leadership Culture Competitive Advantage 2024 59

SurveySparrow

NOVEMBER 22, 2023

Collaboration Tools: Business is a team effort; your data tool should support that. It’s a known fact that data analytics tools help you climb the ladder of productivity. Similarly, the importance of data collection and analysis is not an alien topic. What is a Data Analytics Tool? Analytical tools tell you what’s going on.

Insights 52

Insights Information 2023 Connections 52

Clarivate

DECEMBER 6, 2023

To help, Clarivate recently released two resources that explore the current state of AI in IP and the importance of embracing change to prepare for what is on the horizon: Webinar: The future of the IP legal profession: Balancing the rise of AI with human expertise Report: Redefining Artificial Intelligence.

2030 59

2030 2027 2024 2023 59

West Monroe

FEBRUARY 26, 2023

As momentum builds, investors hoping to ride the wave should understand that the cleantech market in 2023 isn’t the same as it was even just a few years ago. A recent Business Insider headline read, “By 2030, cleantech market could surpass the value of oil market.” billion, a 73% increase from the same period last year.

2023 52

2023 Government 2022 2030 52

BirdEye

JULY 27, 2023

This type of strategy allows you to control costs through centralization and create more efficient operations. In this blog, we’ll investigate horizontal vs. vertical integration strategies to understand if it’s more beneficial for your business to move up or sideways. Table of contents What is horizontal integration?

Government 52

Government Retail E Commerce 2017 52

Clarivate

NOVEMBER 23, 2023

Briefly covered in our Companies to Watch 2023 report, which spotlights seven innovators changing the drug discovery and development paradigm, we will delve deeper into these best practices here. As AI becomes part of the fabric of our personal and professional lives, its use continues to reveal both its potential and limitations.

Healthcare 52

Healthcare Innovation 2023 Technology 52

West Monroe

FEBRUARY 28, 2023

State-level commissions in California, Massachusetts, Maryland, the District of Columbia, and elsewhere are asking reasonable and tough questions about how to encourage electrification and other meaningful steps to decarbonize gaseous and liquid carbon-based fuels across all economic activity. Of late, DC has joined several other U.S.

Measurement 52

Measurement 2025 Transportation 2026 52

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey. Artificial intelligence (AI) has permeated many aspects of our work and personal lives.

Contact Center 75

Contact Center Management Call Center Omnichannel 75

Playvox

OCTOBER 12, 2022

According to an article by KPMG , more than $7 trillion dollars will be invested in making work digital by 2023. Be patient and provide support for success with their customer interactions. The end of summer signals a familiar and important pivot. Based on research from Playvox , which includes responses from hundreds of U.S.

Contact Center 76

Contact Center Management Customer Service Representative 2023 76

CSM Magazine

FEBRUARY 28, 2023

As stated in NTT Ltd.’s ’s 2021 Global Customer Experience Benchmarking Report , 91% of organizations believe that customer experience is a crucial differentiating factor, and successful organizations have recognized that a robust knowledge management strategy is crucial in setting themselves apart from the competition. .’s

2023 52

2023 Customer Service Management Customer Service Representative 52

SmartKarrot

FEBRUARY 22, 2023

Apply here: [link] Role: Vice President, Customer Success Location: United States (Remote) Organization: Sprout Social, Inc As a VP of Customer Success you’ll have to ensure that our customers use Sprout Social’s platform to accomplish desired results, you must head up a world-class customer success department.

Customer Success 3

Customer Success Net Promoter Score NPS 2023 3

Magellan Solutions

JUNE 12, 2021

That’s why many business owners are looking for some alternatives to manage their expenses and talent efficiently through back office service solutions. However, there are only a few local community banks to support millions of micro loan applications. While only a third of the business survives after 10 years running. . million SMEs.

B2B 52

B2B Banking 2027 B2C 52

SurveySensum

JULY 20, 2023

Recently, I went to H&M, my favorite brand, to snag a new pair of jeans. After some browsing, I stumbled upon a cool-looking pair, but here’s the kicker: they only had it in size 30, and I needed a size 32. So, I asked a salesperson to help me. To my dismay, they informed me that they don’t have size 32 in-store. Well, not so fast.

Retail 52

Retail Feedback 2023 Social Media 52

ShepHyken

MAY 4, 2023

This week, we feature an article by Clive Hanks from TextExpander , a communication and efficiency tool that helps individuals and companies become more productive. This means that it is critical for customer service professionals to have the best tools and processes in place to handle these inquiries efficiently and effectively.

Exceptional Customer Service 62

Exceptional Customer Service Customer Service Net Promoter Score Customer Service Representative 62