DMG Consulting

JANUARY 10, 2022

How to Make 2022 The Year of the CX. It’s been an extremely challenging two years, a period of time filled with ups and downs, hopes and fears, conflicting information, disruption of everything, massive innovation, and more. An improved and consistently outstanding CX must be a top priority for enterprises.

Net Promoter Score 83

Net Promoter Score CX Contact Center Gaming 83

Execs In The Know

MARCH 15, 2023

Fortunately, in partnership with ACT (Advanced Call Center Technologies), we have just released our CX Leaders Trends & Insights: 2022 Corporate Edition report which is aimed at empowering brands with the knowledge and insights needed to accomplish this. To surpass their expectations, you need to stay ahead of the game.

CX 52

CX Artificial Intelligence Touchpoint Customer Loyalty 52

Aquire

DECEMBER 21, 2021

Since we specialize in customer experience, we made a list (and checked it twice) of New Year’s resolutions to consider to improve your customer service in the new year. In a professional setting, this can be anything you do to innovate or improve your work and your team. Creativity : Experiment and innovate.

CX 98

CX Artificial Intelligence Innovation Predictive Analytics 98

Lumoa

OCTOBER 26, 2022

After a couple of years of hiatus, many Customer Experience Conferences are going back to live events, as you have already seen in late 2022 – or at least they are trying to. One way or the other, there is no doubt that Customer Experience is a top-of-mind topic for many companies around the world.

Customer Experience 94

Customer Experience Contact Center Innovation CX 94

Uniphore

JANUARY 25, 2022

Ah, 2022, a new year. After nearly two years of uncertainty and a rough start with Omicron in full swing, the collective attitude toward 2022 might best be described as “cautiously optimistic.” Here are some of my predictions for 2022…. Video will be Preferred CX Platform. Not so fast. Emotion is the Next AI Frontier.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Uniphore

JANUARY 14, 2022

Strategic roadmap to deliver new-age customer experiences. 2022 is the year where companies are innovating to thrive and succeed in the service-driven economy. Customers are vouching for brands that empower their agents and treat employees better. Register Now. guest speaker?Alan Alan Webber,?Program

Customer Experience 130

Customer Experience Contact Center AI Omnichannel 130

Logicalware

JANUARY 25, 2022

Tech analysts have announced their top technology trends to watch in 2022. So what are the biggest takeaways for contact centres and customer service teams? Analysts say this year will be all about digital-first customer experiences, with virtual assistants and video exploding onto the CX scene. Your people.

Technology 98

Technology Technology Customer Service Artificial Intelligence 98

Execs In The Know

APRIL 28, 2022

Lisa joins an impressive group of 14 other customer experience (CX) leaders representing a range of industries — each a dedicated champion for both their customers and employees. I am excited to join the Execs In The Know Advisory Board,” said Lisa of her inclusion in the exclusive group of CX leaders. “I

Gaming 98

Gaming Innovation CX Technology 98

Fonolo

JANUARY 18, 2022

Our review of the past year showed increased customer expectations, innovation in contact center technology, development of safe work environments, and employee engagements – all good indicators that contact centers are more resilient than before. Industry Report: State of the Contact Center 2022.

Contact Center 81

Contact Center Omnichannel Technology Technology 81

Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies. It also increases support capacity.

Innovation 84

Innovation Customer Service Omnichannel Social Media 84

Experience Investigators

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . Without action , customer experience becomes a nice platitude, but not a path to greater success.

Customer Experience 136

Customer Experience CXM Net Promoter Score Customer Experience Management 136

Steven Van Belleghem

NOVEMBER 28, 2023

Every morning, they organize customer experience meetings to report new questions and situations. Once AR technology really takes off (and I think the Vision Pro could play an important role here), it will have a huge impact on all things CX. I’m going to briefly return to the Atlantis The Palm to make my point.

CX 62

CX Customer Experience Entertainment Gaming 62

DMG Consulting

MARCH 13, 2023

CX and Contact Center Priorities and Technology Investments for 2023 March 2023 Each year, DMG Consulting surveys our international customer base of enterprise, contact center, and IT leaders and asks them to share their customer experience (CX) and contact center goals, as well as related technology investment priorities for the upcoming year.

Contact Center 62

Contact Center Technology Technology CX 62

ECXO

FEBRUARY 14, 2022

A true global CX organization needs to speak and understand cultures, languages and differences. The quickly growing European Customer Experience Organization (ECXO), understands its diverse community on a unique level. That aims to impact the present and future of CX Leadership. ECXO understands you, fluently.

CX 98

CX Education Innovation AI 98

ECXO

SEPTEMBER 15, 2022

The European Customer Experience Organization – Upcoming Events, Research, and Activities for You. In October 2022, we will launch our corporate packages. Subscribe to the open access CX Professional growing business network: ECXO [link]. Join our open access CX Professional Business Network [link].

Customer Experience 67

Customer Experience CX Innovation Education 67

DMG Consulting

JANUARY 17, 2023

DMG Consulting Releases 2022–2023 Enterprise Workforce Optimization/Workforce Engagement Management Product and Market R eport. AI-enabled solutions to meet CX and EX expectations and demands. What: Releases 2022-2023 Enterprise Workforce Optimization/Workforce Engagement Management Product and Market Report.

Artificial Intelligence 48

Artificial Intelligence Contact Center AI Innovation 48

Lumoa

JULY 17, 2023

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. Immersive experiences 7. Keeping the human touch 3.

Customer Experience 83

Customer Experience Artificial Intelligence Omnichannel AI 83

SugarCRM

NOVEMBER 9, 2022

As we begin to wrap up 2022 and start to look towards the exciting horizon of 2023, our second annual Customer Breakthrough Awards give us the opportunity to reflect on the amazing things our customers—and partners—are accomplishing as part of the Sugar ecosystem. Let’s Meet the Winners!

CRM 49

CRM Transportation Innovation E-commerce 49

CSAT.AI

NOVEMBER 2, 2022

No longer silently taking poor treatment, employees and customers pushed back: employees via the Great Resignation, and customers with changing brand loyalty. These events inspired a shift in key CX and EX KPI trends as companies struggle to manage shifting expectations on both sides. The Rise of CX and EX Together.

CX 82

CX Customer Service Non-Profits Sentiment Analysis 82

DMG Consulting

SEPTEMBER 29, 2022

DMG Consulting Releases 2022 – 2023 Interaction Analytics for the Enterprise Report. What: Releases 2022 – 2023 Interaction Analytics for the Enterprise report . What: Releases 2022 – 2023 Interaction Analytics for the Enterprise report . When: Today, 21 September 2022. MEDIA ALERT. Background: .

Contact Center 48

Contact Center Text Analytics Outlook Actionable Insights 48

Intercom

JUNE 2, 2022

From the CEO and the management team to the intern fresh out of college, every employee or business owner has unique qualities that position them to bring excellent customer experiences to life. And for Elizabeth Dixon , even the smallest action can cause ripples that turn customers into loyal advocates. Very excited.

Customer Experience 111

Customer Experience CX Start-ups Innovation 111

ClearAction

OCTOBER 25, 2022

Assessment for Almost-Automatic CX Excellence Lynn Hunsaker. To propel your firm to world-class performance, an assessment for almost-automatic CX excellence is now available. You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career.

CXM 71

CXM CX Sports Customer Experience Management 71

DMG Consulting

DECEMBER 7, 2022

DMG Consulting Releases 2022 – 2023 Cloud-Based Contact Center Infrastructure/Contact Center as a Service Product and Market Report. What: Releases 2022 – 2023 Cloud-Based Contact Center Infrastructure/Contact Center as a Service Product and Market Report . When: Today, 7 December 2022. MEDIA ALERT.

Contact Center 48

Contact Center Artificial Intelligence Omnichannel Innovation 48

Experience Investigators

JUNE 13, 2023

Where this vital function should sit in their organizational structures is the lingering question of customer experience management. The Standalone CX Department Some organizations have embraced the importance of CX by creating a standalone department, often headed by a Chief Customer Officer (CCO) or a Chief Experience Officer (CXO).

Customer Experience 59

Customer Experience CX Touchpoint B2C 59

Aquire

DECEMBER 15, 2021

And that’s because the market and customer expectations are changing constantly — the expansion of big data, social media, digitization (accelerated by the pandemic) all mean that you need to keep your finger on the pulse in order to shape your future strategies. This is the concept of omnichannel customer experience.

CX 59

CX Social Media Artificial Intelligence Finance 59

CommBox

DECEMBER 20, 2022

Why CommBox is Highly Rated Across 14 CX Categories . We are honored to announce that CommBox has been recognized by G2 as a global leader in CX, thanks to our customers and the positive reviews we received. . See how CommBox stacks up against others in the G2 Crowd Top CX Vendors Report here. By Dayana Nevo, CMO.

CX 95

CX Machine Learning Engineering AI 95

Intercom, Inc.

DECEMBER 20, 2022

 We’re not going to lie, 2022 was a challenging, nerve-racking, gripping beast of a year, but here we are at the end of it – and there’s plenty to be thankful for. Catherine Blackmore , Global Vice President of Customer Success and Renewals at Oracle. This is our last episode of 2022. Yamini Rangan , CEO at Hubspot.

Engineering 118

Engineering Start-ups Voice of the Customer Machine Learning 118

Zendesk

AUGUST 3, 2022

That’s why fintech leaders are investing in delivering exceptional customer experiences—wherever their customers are, and whenever they reach out. Needless to say, customer expectations are sky-high, but not all companies are keeping pace. What makes a winning CX program for fintechs?

CX 98

CX Omnichannel Start-ups Customer Service 98

Execs In The Know

MARCH 14, 2022

Getting the attention of any customer is hard enough, but getting deep engagement with your product is the lifeblood of any product or customer experience team. Yet, surprisingly few product and CX teams actually have this ability today. This doesn’t just mean graphs of aggregates and averages.

Customer Experience 105

Customer Experience CX Engineering Finance 105

DMG Consulting

JUNE 14, 2022

DMG Consulting Releases 2022 Worldwide Cloud-Based Contact Center Infrastructure Market Share Report. Pivotal year driven by strength and innovation of CBCCI solutions. What: Releases 2022 Worldwide Cloud-Based Contact Center Infrastructure Market Share Report . When: Today, 14 June 2022. MEDIA ALERT.

Contact Center 48

Contact Center Artificial Intelligence Innovation AI 48

DMG Consulting

JUNE 1, 2022

DMG Consulting Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise Report. What: Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise report. What: Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise report. When: Today, 1 June 2022. MEDIA ALERT. Background: .

AI 48

AI Contact Center Artificial Intelligence Innovation 48

DMG Consulting

SEPTEMBER 29, 2022

How Artificial Intelligence Is Transforming CX. September, 2022 By Donna Fluss. The market is in the early days of this transformation, but its potential is awe-inspiring, as it is going to touch every aspect of what is done in and by contact centers and the customer experience (CX) in general.

Artificial Intelligence 62

Artificial Intelligence CX Contact Center Text Analytics 62

Aquire

JANUARY 18, 2022

The rules of the game are changing, and it’s only the companies who are able to pick up on and respond to these trends that will stay competitive in 2022 and beyond. As innovative retailers strive to bring the in-store experience to the online world, real-time access to knowledgeable sales becomes evermore important.

Omnichannel 98

Omnichannel Social Media Retail Sales 98

ECXO

JUNE 6, 2022

From CX to Distinctive Experiences with Joe Pine. The European Customer Experience Organization is delighted to announce Joe Pine, discussing From CX to Distinctive Experiences in a presentation and Q&A session with all ECXO CX professional community. Share on whatsapp. Ricardo Saltz Gulko.

CX 52

CX Innovation Start-ups Technology 52

Shep Hyken

APRIL 18, 2022

Each week I read many customer service and customer experience articles from various resources. Tracking Customer Experience? The Drum) Ask any brand to rate their customer experience on a scale of one to 10 and most will probably choose a high number. This is the ‘customer experience gap.’

Customer Service 65

Customer Service Retail CX Start-ups 65

Zendesk

NOVEMBER 3, 2022

Upwork was also named one of Time’s 100 most influential companies of 2022. As part of Zendesk’s CX Moment virtual event series , we spoke with Upwork’s Vice President of Customer Support, Brent Pliskow, about the changing needs of American businesses and the international freelance talent they hire. “On Successful CX.

CX 98

CX AI Technology Technology 98

DMG Consulting

APRIL 13, 2022

DMG Consulting Releases 2022 – 2023 Workforce Management for the Enterprise Report. What: Releases 2022 – 2023 Workforce Management for the Enterprise Report. What: Releases 2022 – 2023 Workforce Management for the Enterprise Report. When: Today, 9 March 2022. MEDIA ALERT.

Artificial Intelligence 48

Artificial Intelligence Contact Center Predictive Analytics Innovation 48