Beyond Philosophy

JANUARY 12, 2023

However, with three pioneers of Customer Experience involved, we have an authoritative view on the topic and predictions about what’s happening next. I recently hosted some special guests on the podcast to discuss what 2023 will look like in the Customer Experience space. An authoritative view on just about anything.

CX 78

CX Artificial Intelligence Engineering Customer Satisfaction 78

Fonolo

JANUARY 14, 2020

Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Sprinklr

JUNE 23, 2021

To lead a new category — unified customer experience management ( Unified-CXM ) — representing one of the single-most strategic investments for the modern enterprise. Enterprises have fallen into point solution chaos and fractured the customer experience — spending millions treating each symptom, but missing the cure.

CXM 98

CXM Government Start-ups Customer Experience Management 98

SugarCRM

MAY 25, 2023

When sales, marketing, and customer service all have access to one singular source of truth, these departments can align their processes, collaborate effectively and, in turn, drive more sales. In order to keep up with increasing customer demands, marketing and sales are turning to intelligent CRM platforms.

Customer Relationship Management 26

Customer Relationship Management Customer Relationship CRM Artificial Intelligence 26

Intercom, Inc.

MARCH 16, 2021

Preemptively identify recurring customer issues. But when your team is so busy managing day-to-day reactive conversations you may be wondering how you’ll find time to identify recurring customer questions and pain points, so you can begin proactively resolving issues. Create a customer feedback loop.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

DMG Consulting

MAY 16, 2019

Automation and artificial intelligence (AI) are allowing companies to re-imagine and re-invest in all aspects of their businesses, including their employees. Twelve years ago, desktop analytics (DA) technology entered the service world, promising to empower business managers with automated next-best-action or real-time guidance.

Contact Center 76

Contact Center Machine Learning Artificial Intelligence Technology 76

DMG Consulting

JANUARY 4, 2019

Automation and artificial intelligence (AI) are allowing companies to re-imagine and re-invest in all aspects of their businesses, including their employees. Twelve years ago, desktop analytics (DA) technology entered the service world, promising to empower business managers with automated next-best-action or real-time guidance.

Innovation 67

Innovation Contact Center Machine Learning Artificial Intelligence 67

Zendesk

FEBRUARY 19, 2021

The rollercoaster of 2020 changed customer experience (CX) for good. The coronavirus pandemic accelerated businesses’ transition to a digital-first world. Companies are rapidly acquiring technologies to adapt to growing customer needs, putting a spotlight on IT leaders to solve new, customer-focused business challenges.

CX 52

CX Technology Technology AI 52

Fonolo

MAY 17, 2017

As we move into the new age of the Customer Experience Hub , most leading brands have established that great customer service can add significant value to a business. And it’s been well proven that if they have a choice, most customers will leave a brand after a poor customer experience.

Contact Center 70

Contact Center Technology Technology CRM 70

SugarCRM

SEPTEMBER 3, 2020

Unfortunately, establishing and maintaining customer relationships presents a challenge that many organizations struggle to overcome. Customer Relationship Management (CRM) technology changes all that. These modern systems also integrate and automate processes to streamline vital business functions. Automating Processes.

CRM 55

CRM Artificial Intelligence Data Entry B2C 55

1 to 1

JANUARY 18, 2021

The key takeaway is that while the retail landscape was upended, retailers have an unprecedented opportunity to innovate the customer experience and deliver the reliability and convenience that customers crave. And 54% want more in-store digital interactions such as virtual mirrors and scannable packaging.

Retail 36

Retail Innovation Management Consulting Gaming 36

ClearAction

MAY 18, 2017

Low survey response rates, capturing feedback at all important touch-points, selecting the right scales and questions, integration of customer data across systems, connecting the dots across VoC sources, linking VoC with operational and financial data, or driving customer experience (CX) excellence? 5) Empower yourself.

VOC 54

VOC Voice of the Customer Customer Feedback Social Media 54

Qualtrics

APRIL 28, 2020

A bonus for Tryg was finding that website feedback was also invaluable for highlighting problems with more technical aspects of the online experience. Tryg uses a single Qualtrics dashboard for its digital business. And Tryg’s busy management team uses the Qualtrics mobile app to track and look at reports. “A

CX 29

CX Engineering Start-ups Touchpoint 29

Comm100

FEBRUARY 5, 2018

While there may be a wide range of vendors hitching their products to the “customer engagement” buzzword, these software solutions do share a common broader theme. Ultimately, the umbrella of customer engagement technology covers any software that helps businesses manage and/or foster customer communications and interactions (i.e.

Social Media 49

Social Media CRM Social Listening Omnichannel 49

Comm100

FEBRUARY 6, 2018

Comm100 is a customer engagement solution with live chat as its hub — or core function. Its mission is simple — help companies of all sizes provide quality customer experiences, regardless of channel. Hootsuite is one of the largest and most comprehensive social media managers out there, and it’s not without reason.

Social Media 42

Social Media CRM Omnichannel Invoicing 42