Execs In The Know

FEBRUARY 5, 2024

2024 is the Year of the Wood Dragon, which is thought to signify unprecedented opportunities for evolution and abundance. This seems true for the BPO industry, where technological advancements and shifting dynamics drive a parallel transformation narrative. Riding this wave demands companies to embrace an adaptive mindset.

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Experience Investigators

MARCH 26, 2024

Unlock the future of customer experience as I, Jeannie Walters, team up with Greg Kihlström from the Agile brand to dissect the fascinating blend of strategy and technology that’s shaping how we interact with businesses today.

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Hodusoft

FEBRUARY 4, 2024

Transforming CX: A Glimpse into HoduSoft's Next-Gen Communication Solutions at the Digital CX Summit 2024 In today’s swiftly evolving digital communication landscape, customers have access to more information and options to choose from. As a result, they expect seamless omnichannel experiences.

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DMG Consulting

JANUARY 1, 2024

AI technology, including generative AI, is facilitating key enhancements throughout WEM platforms and setting the stage for a continuous stream of practical innovation that delivers quantifiable benefits to enterprises, employees, and their customers. To order your copy of the Report, visit dmgconsult.com.

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DMG Consulting

JANUARY 3, 2024

Welcome to the 2024 Contact Center 2024 is starting off against a backdrop that includes an uncertain economy, massive technology innovation, and a workforce with changing expectations. If the technology works as promised, roll it out to the rest of the department; if it doesn’t function as promised, move on.

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DMG Consulting

NOVEMBER 7, 2023

This edition of the Report explores how generative artificial intelligence (AI), AI, and machine learning are delivering innovations in contact center technology that are both practical and robust. The future of contact center technology is in the cloud and CCaaS vendors are leading the way.

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Zendesk

JANUARY 17, 2024

We’re facing a seismic shift in the world of customer experience with rapid advancements in artificial intelligence, data analytics, and other emerging technologies shaking the very foundations of our industry. The post CX Trends 2024: Unlock the power of intelligent CX appeared first on Zendesk.

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DMG Consulting

SEPTEMBER 12, 2023

It has taken close to 20 years, but the convergence of the processing power of the cloud, interaction analytics (IA), artificial intelligence (AI) technologies, and a shift in what agents are empowered to do for customers is finally making the concept of real-time contact centers a reality.

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Zendesk

JANUARY 17, 2024

Roughly 65 years later, innovators and scientists had built on the Wrights’ discovery to propel humans to the moon. The Zendesk Customer Experience Trends Report 2024 dives into why intelligent customer experience is so important. On December 17, 1903, the Wright brothers first took flight.

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DMG Consulting

AUGUST 10, 2023

IA vendors are investing in artificial intelligence (AI) technologies to provide advanced offerings that more effectively identify customer intents, provide real-time guidance (RTG) to agents, predict customer satisfaction and propensities, automatically evaluate interaction quality, and much more.

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DMG Consulting

APRIL 19, 2023

The Report examines the business, market, and technology trends and challenges confronting enterprise leaders in light of increasingly complex operating environments, rising customer and workforce expectations, and a turbulent economy. The Report analyzes WFM market activity and provides 5-year projections.

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Execs In The Know

MARCH 31, 2024

She began by emphasizing the dynamic nature of customer expectations, which are continually shaped by technology and societal shifts. Sedlak pointed out that this process is crucial for continuous improvement and innovation. Come learn, share, network, and engage to innovate. Registration for CRS Palm Springs is now open.

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CX Network

DECEMBER 4, 2023

Cutting-edge innovation and technology will create distinct new opportunities for brands in the APAC region

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SugarCRM

JANUARY 25, 2024

As we begin to look towards the exciting horizon of 2024, our third 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. Together, they join forces to drive innovation and ensure positive business outcomes.

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Zendesk

NOVEMBER 28, 2023

Premiering in 1962, the cartoon accurately depicts many technologies we use today—including AI. Today, most businesses can access advanced AI technology and be as efficient as Spacely Space Sprockets, the AI-powered factory in The Jetsons , by using AI as a service (AIaaS).

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Customer Think

NOVEMBER 9, 2023

You could be looking to brush up on your knowledge of or gain a deeper understanding of several terms and phrases that are used frequently in business contexts these days. CRM is usually one of them for most of us. CRM or “Customer Relationship Management,” is an essential component of any successful business.

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Steven Van Belleghem

NOVEMBER 28, 2023

Just think how this could change the game for all your customer facing teams if they are augmented with this technology. One of the most exciting events of early 2024 will without any doubt be the launch of Apple’s Vision Pro, a mixed reality (Apple calls it “spatial reality”) device capable of both virtual and augmented reality experiences.

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Zendesk

FEBRUARY 12, 2024

It covers everything from customer service best practices to the latest technology and tactics for enhancing customer interactions. With interviews featuring CEOs, CMOs, and other senior leaders, this podcast provides valuable insights into leveraging data, personalization, and innovative approaches to enhance customer experiences.

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Zendesk

DECEMBER 14, 2023

.” But the right tools, the right strategy, and the right technological innovations solve for these problems. Conversations with Zendesk will be back in 2024 with new episodes. Catch us on January 17th where we sit down with Joey Edwards to discuss the research that went into the upcoming 2024 CX Trends report.

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Execs In The Know

APRIL 23, 2021

Acceptance is a pivotal milestone for employees, their experience at work, and their ability to help you innovate. All these concerns provide executives with opportunities for innovation. Having the proper technology is especially important for employees who are returning to the workforce, but not to the office.

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Experience Investigators

FEBRUARY 27, 2024

Join us for a conversation that will leave you with a richer understanding of the AI revolution in customer experience and ready to embrace the future of innovation and opportunity. This episode takes you through the crucial balance of meeting customer needs while navigating the complexities of AI-driven markets.

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Customer Think

MARCH 5, 2024

Furthermore, global expansion can foster innovation through exposure to different business practices, […] Access to a broader customer pool allows for increased revenue streams and economies of scale, enhancing the overall competitiveness of the business.

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SurveySensum

FEBRUARY 28, 2024

We’ve conducted thorough research and curated a list of the top 10 Anonymous Feedback tools that you should surely check out in 2024. Its robust integration technology allows you to receive responses on a Slack server, deploy surveys within Intercom chats, and integrate with other CRM applications through open APIs effectively.

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SugarCRM

FEBRUARY 15, 2024

According to PwC’s latest report, 52% of manufacturers see the most significant opportunity for them in 2024 lies in broadening their portfolio. Firms that allocate resources to invest in collecting product and customer data through digital technologies are starting to reap the benefits and ROI of their product portfolio expansion.

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Experience Investigators

JANUARY 30, 2024

Discover how this innovation could transform the checkout experience, tackle theft, and what it means for customer engagement. This isn’t just a conversation about technology; it’s about humanizing the automated, ensuring accuracy, and strategically mapping the customer journey to adapt to this new frontier.

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1 to 1

JANUARY 25, 2024

That was the main theme at the National Retail Federation (NRF) “Big Show ,” which recently brought thousands of retailers, technology companies, and customer experience experts together over four days at New York City’s Javits Center. It’s not whether you have AI, it’s how you use it. The topic of AI was everywhere. Tractor Supply Co.,

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Execs In The Know

FEBRUARY 6, 2024

Simultaneously, the digital transformation era began, where organizations integrated digital technology into various aspects of their operations. Furthermore, a robust technology stack is crucial for capturing and analyzing data, providing personalized experiences, and automating routine tasks.

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SugarCRM

NOVEMBER 28, 2023

CRM is undergoing a significant shift, driven by advances in technology and changing business dynamics. As we analyze the CRM trends predictions for 2024 , it’s clear that several factors set this year apart from previous ones. The new 2024 State of CRM Report from SugarCRM is all about that—offering a path forward.

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VOZIQ

NOVEMBER 20, 2023

Through our best-of-customer intelligence series, we unravel the wisdom distilled from the best minds on the internet, offering a roadmap for subscription businesses to become the trailblazers of change and innovation. November is here, and it’s time for charting the course of goal setting and strategic planning for 2024.

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CommBox

JANUARY 18, 2024

The challenge in 2024? Businesses of all sizes and across all industries need to find the best way to integrate AI technology into their daily business operations. Selecting the right technology is an essential step in harnessing the full potential of AI solutions. How-to-get-started-with-AI-in-5-simple-steps.by-Dvir-Hoffman-CEO-at-CommBox

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DMG Consulting

APRIL 8, 2024

Real-Time Adaptive Intraday Management Saves the Day April 2024 Workforce management (WFM) solutions are changing for the better. Vendors are delivering enhancements and innovations with the potential to greatly improve the effectiveness of many aspects of these applications. See Figure X.

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Logicalware

DECEMBER 18, 2023

2023 has been a year of remarkable achievements and innovations in the tech and CX world. Our team of dedicated Puzzelers, from developers to controllers, were at the forefront of the ever-evolving landscape of AI technologies and solutions, delivering stellar products, staying innovative and embracing change. Puzzel turned 25!

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Execs In The Know

JANUARY 31, 2024

In the January 2024 issue of CX Insight magazine , Execs In The Know delves deeper into how CX leaders employ AI for personal and professional growth in the article How CX Leaders Are Achieving Personal and Organizational Value with AI. Read and download the January 2024 issue of CX Insight magazine. Read the full article here.

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Logicalware

MARCH 21, 2024

It’s a conference all about taking CX to new heights by utilising AI technologies and innovative CX solutions, empowering contact centre agents, and transforming your contact centre strategies. Elevate ‘24 will take place in person in May 2024 at various locations in Europe. What is Elevate ‘24?

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Helpt

JANUARY 18, 2024

CES 2024 had been on my mind for the majority of the year as I imagined myself venturing into the dry haze of the Las Vegas desert. But beyond the glitz, the real heart of innovation lay in the more standard tech offerings - a testament to the creativity and ingenuity that CES is renowned for. The Venetian Expo beckoned.

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DMG Consulting

APRIL 8, 2024

But this is just the start of many innovations being introduced into the WFM market. DMG Consulting’s annual global survey of contact center and CX leaders reveals a high level of interest in WFM capabilities for 2024. These solutions were identified by 37.5 percent and 50.0 percent of respondents, respectively. percent and 50.0

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Zendesk

JANUARY 25, 2024

An artificial intelligence (AI) call center is a customer service operation that uses AI technologies to manage customer inquiries, interactions, and tasks across voice and digital channels. Customer service technology has come a long way from the oldest documented customer complaint inscribed on a more than 3,700-year-old clay tablet.

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