Interactions

APRIL 19, 2024

We asked the participants to work through the development of a transformation strategy , and identify the priorities, challenges, and use cases for leveraging Generative AI (GenAI) in contact center transformation. Recently, we hosted a workshop at Frost & Sullivan for the best and brightest in the CX industry.

Insights 62

Insights Workshop Customer Experience Contact Center 62

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Comm100

APRIL 22, 2024

Given the importance of customer service productivity, this blog explores actionable strategies to improve agent productivity, enabling your team to work smarter, faster, and more effectively. Platforms like Comm100 enable agents to access all communication channels — from emails, live chats, social media to phone calls — in one place.

Omnichannel 53

Omnichannel Social Media Customer Satisfaction Culture 53

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization.

Customer Experience 116

Customer Experience Customer Journey Insights Technology 116

COPC

MARCH 11, 2024

To address this issue, COPC Inc. and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. Below, we present the culmination of our insights with critical questions that leaders need to consider throughout the employee lifecycle.

Call Center 99

Call Center Contact Center Culture Engagement 99

Retently

MARCH 11, 2024

In this guide, you’ll find why they are important, areas to focus on, and 35 essential post-event survey questions crafted to draw out the insights you need. These surveys provide a platform for attendees to share their feedback, allowing organizers to understand what worked well and what could be tweaked.

Events 119

Events Feedback Insights Presentation 119

Retently

APRIL 5, 2024

It’s an environment where shoppers feel understood and valued at every touchpoint. Why does this matter so much? Because in a market brimming with choices, the way customers feel about your business can set you apart. A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations.

Retail 78

Retail Engagement Customer Experience Loyalty Programs 78

Kustomer

MARCH 19, 2024

While AI is not new to Kustomer, it is now emerging at the forefront in a significantly more strategic capacity, impacting how companies can transform their customer engagement methods. Summary : KIQ Agent Assist is now Generally Available. An AI-powered agent copilot built on top of our CRM. What is KIQ Agent Assist? How Does it Work?

Metrics 69

Metrics Webinar Interaction Loyalty 69

CSM Magazine

APRIL 18, 2024

Integrating such a system reshapes interactions with supporters, turning data points into personalized experiences that can amplify your mission’s impact. Envision the current terrain of nonprofit activities, where data underpins every facet of donor engagement. Was it memorable? Did it make you feel connected to their cause?

Communication 52

Communication Connections Customers Metrics 52

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. Why should businesses lean into automation?

Customer Service 77

Customer Service Technology Interaction Customers 77

Inbenta

NOVEMBER 9, 2021

Digital transformation has affected almost every industry, as organizations try to gain a competitive advantage and cater to changing customer demands. Subsequently, they now understand the importance of automation and 24/7 services that are not only convenient to them, but to their customers. Digital Banking Moves Forward.

Banking 95

Banking Customer Care Competitive Advantage Omnichannel 95

Totango

NOVEMBER 8, 2021

This accelerated a digital-first customer success transformation that was already in motion before the pandemic. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. 54% of U.S.

Brands 104

Brands Customer Experience E Commerce E-support 104

Think Customers

JULY 5, 2023

Complete the move to the cloud, but do it right The reason for a cloud migration is to create more nimble, agile, integrated contact center systems for customer and associate augmentation. Meanwhile, he said, only 20% of CX organizations are on cloud native platforms.

Contact Center 52

Contact Center 2023 Omnichannel Interaction 52

CX University

MAY 23, 2023

Collaborative Learning and Networking Opportunities: CXPA’s CX Leaders Advance Conference provided a remarkable platform for collaborative learning and networking. The conference fostered an environment of knowledge-sharing, enabling participants to broaden their perspectives and deepen their understanding of customer experience.

2023 52

2023 Insights Customer Centricity Presentation 52

ShepHyken

FEBRUARY 4, 2022

This week we feature an article by Sowmya Juttukonda, content developer & digital media strategist at Knowmax , a knowledge management system to enhance customer service. It’s everything in one place, on one platform, and it’s all managed by the best authority. What does it mean to have a single source of truth? .

Customer Service 69

Customer Service Reference Retail Contact Center 69

Win the Customer

SEPTEMBER 5, 2023

In today’s digital age, social media has become an integral part of our lives. Whether it’s sharing updates with friends and family, staying informed about current events, or discovering new trends, social media platforms like Facebook, Twitter, Instagram, and LinkedIn have transformed the way we communicate.

Social Media 59

Social Media Customer Service Competitive Advantage Entertainment 59

Thematic

APRIL 3, 2024

The best eCommerce customers have a high repeat purchase rate and leave positive comments. Say, a proportion of these high-repeat customers start to drop off. They’re buying less, then suddenly not buying at all. What’s happening? Voice of the Customer (VoC) is your weapon for protecting your loyal customers.

Social Media 62

Social Media Feedback NPS Insights 62

Team Support

APRIL 10, 2024

In the competitive landscape of today's business world, maintaining strong client relationships is more important than ever. In this comprehensive guide, we will explore the myriad ways TeamSupport can transform your client support operations, driving revenue growth and elevating customer satisfaction to unprecedented levels.

Competitive Advantage 52

Competitive Advantage Culture Interaction Loyalty 52

Comm100

OCTOBER 25, 2021

While the future for higher education is not yet clear as the pandemic and its effects linger on, it has taught us one important lesson – institutions must embrace digital transformation. The Need for Digital Transformation in Higher Education . Begin your digital transformation journey today! Get ebook now. Free eBook.

Engagement 84

Engagement Social Media Communication 2020 84

Magellan Solutions

JANUARY 17, 2024

This shows the growing demand for business process outsourcing (BPO) services and their potential to completely transform the way businesses operate. This integration can improve operational effectiveness, resulting in more advanced services and lower customer costs. trillion in 2024.

2024 52

2024 Competitive Advantage Omnichannel Telecommunications 52

TechSee

MARCH 7, 2022

The COVID-19 pandemic created a perfect storm that upended conventions and accelerated digital transformation. The role of technology is more important than ever in improving customer service and operational efficiencies. Download our eBook: What Self Service Will Look Like in 2025 . By 2025, 50.7% Accessibility and Use.

2025 109

2025 Customer Service Representative Customer Service Strategies Virtual Agent 109

Kustomer

JUNE 7, 2022

The beginning of the pandemic also forced organizations to accelerate digital transformation by 6 years to adapt to the “new normal” of stay-at-home orders, remote workforces, supply chain disruptions, shipping delays, and the economic slowdown. These businesses started with the right culture, philosophy, and customer-centric CRM platform.

Customer Experience 98

Customer Experience E-support Omnichannel Contact Center 98

Totango

NOVEMBER 8, 2021

This accelerated a digital-first customer success transformation that was already in motion before the pandemic. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. 54% of U.S.

Brands 86

Brands Customer Experience E Commerce E-support 86

Lithium

JUNE 27, 2023

With Aurora, we are focused heavily on developing robust API’s, decoupling the UI from the backend of our platform, and building modern app experiences that will enable us to quickly tap into future trends in technology, whether it’s the metaverse or generative AI. Welcome to the Khoros view on our future with AI!

Technology 52

Technology Metrics Engagement Innovation 52

Totango

NOVEMBER 8, 2021

This accelerated a digital-first customer success transformation that was already in motion before the pandemic. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. 54% of U.S.

Brands 83

Brands Customer Experience E Commerce E-support 83

Bizagi

FEBRUARY 3, 2020

Are you stuck trying to deliver digital transformation? Every business and technology leader that we work with is fighting to learn about successful strategies for digital transformation. 1 – What does digital transformation really mean for today’s business leaders?

Technology 72

Technology User Experience Connections Webinar 72

Gainsight

JANUARY 18, 2024

It’s so important today that, according to a 2023 Super Office study, customer experience is now the primary focus to beat out the competition for more than two-thirds of companies—up from only 36% in 2010! There’s more competition than ever. So, how can you differentiate your company in this environment? Focus on customer experience.

2023 52

2023 Touchpoint 2010 Advertising 52

Kustomer

DECEMBER 28, 2023

Consistently Celebrate Customer Milestones Lindsay Kolinsky from Okendo , in her session “Maximizing Post-Purchase Engagement,” stressed the importance of recognizing and celebrating customers. This approach will foster a sense of belonging and loyalty, transforming customers into brand advocates. 5 Key Learnings 1.

2023 52

2023 2024 Events Touchpoint 52

Gainsight

FEBRUARY 28, 2024

Leveraging online communities as a scalable engine for self-service and more has been transformative for organizations aiming to maximize their CS impact. According to Zendesk , 67% of customers prefer self-service over human interaction, emphasizing the importance of offering robust on-demand resources.

2024 52

2024 Innovation Customer Success Engagement 52

VDS

SEPTEMBER 25, 2023

One solution to keep those teams resilient and adaptable is Genesys Cloud, a powerful customer experience platform designed to future-proof customer service operations. A secure, scalable, and transparent platform is essential for future-proofing your customer service operations.

Customer Service 52

Customer Service Customer Service Strategies Contact Center Technology 52

Kustomer

JULY 28, 2022

In recent years, the idea of customer service has undergone a transformation. Transforming your customer service into a company-wide customer experience culture is essential to delivering a CX strategy that not only meets but exceeds expectations, creating life-long brand advocates. TABLE OF CONTENTS. What Is Customer Experience?

Customer Experience 105

Customer Experience E Commerce E-support Social Media 105

Magellan Solutions

AUGUST 4, 2023

Today, we will explain how AI tools for improving productivity transform industry efficiency. Automation of Repetitive Tasks for Time-Saving Benefits Automating repetitive tasks is one of the most important benefits of using AI. Artificial intelligence (AI) has become a powerful force for change.

Call Center 98

Call Center Innovation Document Insights 98

COPC

OCTOBER 26, 2023

Then, we look at the critical aspects of knowledge content and protective measures. Then, we look at the critical aspects of knowledge content and protective measures. However, it’s important to note that LLMs lack true comprehension; their responses rely on their training and feedback.

Technology 78

Technology Customer Experience Consulting Insurance 78

Comm100

FEBRUARY 1, 2022

A digital omnichannel platform allows schools to easily expand the scope of their digital channel offering. By integrating every digital channel into one console, an omnichannel solution provides agents with the tools needed to provide support that is considerably faster. have declined for the past five years.

Engagement 79

Engagement Omnichannel Social Media Connections 79

SurveySensum

FEBRUARY 28, 2024

Integration : No one likes a solo act. Your feedback tool should be the life of the party by seamlessly integrating with other tools your team already loves – think Slack, Google Suite, etc. Or seeking higher response rates? Do you want to uncover the real issues your employees are facing? Anonymous surveys are the answer!

2024 52

2024 Feedback Demo Social Media 52

TechSee

JANUARY 26, 2021

According to Forrester , service organizations should recognize the importance of understanding what customers need physically and emotionally, to provide more empathetic customer support and experience. Prediction 2: Gig economy will transform the traditional customer service model. Customer service trends: Top predictions for 2021.

2021 124

2021 Customer Service 2025 Contact Center 124

CSM Magazine

JULY 28, 2023

Or how that online platform seems to suggest exactly what you need? This fascinating integration of psychology into our daily transactions isn’t just about better business—it’s reshaping entire industries and influencing recruitment trends globally. Ever wondered why shopping at your favorite store just feels right?

Customer Experience 52

Customer Experience Loyalty Interaction Sales 52