ClearAction

JANUARY 20, 2020

Customer experience management (CXM) was developed in recent decades to increase customer lifetime value. CXM includes customer success, customer care, customer relationship management, etc. CXM must reflect CX holistically; otherwise it’s a misnomer. CXM aims to overcome silos caused by the industrial revolution.

CXM 90

CXM Non-Profits Close the Loop CX 90

Zendesk

NOVEMBER 29, 2021

Sutherland CXM Agent Success (Support) helps contact center agents engage with your customers more effectively. Use Textline to follow up with leads, send reminders, schedule phone calls and demos, and more. Initiate and respond to text messages using the top bar widget or sidebar widget from Zendesk Sell.

CXM 105

CXM Sports Contact Center B2B 105

ClearAction

OCTOBER 4, 2015

And the findings were significant: when the answer was "c", the company tended to have stronger business results attributed to customer experience management (CXM), as well as more holistic CXM practices. That makes a lot of sense when you stop to think about it. Why do companies succeed? Follow the money. Pure and simple.

CXM 118

CXM Customer Experience CX Customer Experience Management 118

Sprinklr

AUGUST 10, 2021

Onboarding and training new agents is a constant struggle for many contact centers. Shrenik Jain is a Senior Director of Product Management at Sprinklr who drives AI innovations for Modern Care, the customer service solution in Sprinklr’s Unified-CXM platform. So let AI do that.

AI 98

AI CXM Contact Center Customer Satisfaction 98

Sprinklr

SEPTEMBER 20, 2021

Check out what today’s complaints and escalation management systems look like when reimagined from the digital perspective as part of a unified customer experience (Unified-CXM) platform. That’s because advances in technology have given today’s humans more choices than ever before about when and where they engage with your organisation.

Machine Learning 88

Machine Learning CXM Social Media CRM 88

Sprinklr

OCTOBER 15, 2021

Turn your contact center into a profit center. Used with Sprinklr’s Modern Care and Modern Sales & Engagement solutions, and powered by our Unified-CXM AI platform , Conversational Commerce helps organizations create immediate revenue streams — and better experiences for their customers.

Innovation 52

Innovation E-commerce Customer Experience CXM 52

Intercom

JULY 26, 2022

Customer experience management (CXM or CEM) refers to the strategies by which a company improves the customer experience. . Customers can text with a chatbot, phone a contact center, reach out to service reps via email, or connect through a virtual live chat function. What is customer experience management?

Customer Experience 69

Customer Experience CX Omnichannel Touchpoint 69

Comm100

DECEMBER 11, 2017

Not all customers have the same needs and you can find many different types of customers contacting your contact center – all with different desires and expectations. This results in customers calling the company for simple queries they could have solved themselves, causing contact centers to become flooded with queries.

Customer Experience 47

Customer Experience Social Media CXM Contact Center 47

Execs In The Know

APRIL 25, 2024

Stanford HAI 2024 ] Most CXM application providers are integrating Generative AI to complement their core capabilities but not reimagining the approach to how Conversational AI solutions are built. those currently training and managing live agents).

AI 52

AI CXM Engineering Business Operations 52

eglobalis

MAY 12, 2024

The Upcoming Impact of AI on Enterprise Technology Design: Enhancing Customer Experience and Business Outcomes The post The Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes appeared first on Eglobalis.

AI 138

AI Technology Technology CX 138

ClearAction

NOVEMBER 16, 2023

Typical sources are your contact center, customer success teams, your website, industry communities/websites, symposiums, trade shows, and informal conversations with your employees and partners. As your bandwidth expands, you can extend your CX efforts to other customer groups.

VOC 62

VOC B2B Close the Loop Non-Profits 62

eglobalis

DECEMBER 5, 2023

True Personalisation is Unworkable for Customer Experience The post True Personalisation is Unworkable for Customer Experience appeared first on Eglobalis.

Customer Experience 164

Customer Experience Artificial Intelligence CXM Contact Center 164

eglobalis

OCTOBER 3, 2023

How complexities prevent and improve employee and customer experience The post How complexities prevent and improve employee and customer experience appeared first on Eglobalis.

Customer Experience 138

Customer Experience Artificial Intelligence CXM Contact Center 138

SurveySensum

JULY 14, 2020

Debbie Akwara is a CX entrepreneur that designs products, services, and solutions that helps businesses attract, satisfy, and retain customers while improving the customer experience management (CXM) capabilities of teams. She is a trusted industry voice for guidance on emerging contact center channels and technologies.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132