Intercom, Inc.

AUGUST 4, 2020

Dan has a tremendous track record of growing robust mid-market and enterprise technology businesses like Sitecore and Rocket Fuel (now part of Amazon’s Sizmek ). He also has lots of fun hobbies, like fly fishing in Northern California and motorcycling around the world. I hope many of you get a chance to meet Dan in person one day.

Finance 132

Finance Gaming Technology Technology 132

Lightico

MAY 2, 2022

The are hiccups in California, though. While Tesla Insurance is available in the state of California, state regulations don’t authorize the collection of real-time driving behavior. This has been a matter of considerable friction for Elon Musk, who clashed with California Regulator Ricardo Lara over the privacy limitations.

Customer Experience 59

Customer Experience Net Promoter Score Innovation Touchpoint 59

Intercom, Inc.

JANUARY 28, 2021

For those working in the public sector, Amanda is a household name – she was the National Political Director for Secretary Hilary Clinton during the 2016 Presidential Campaign and served as the Chief of Operations at the California Department of Justice in 2017 and 2018. You served as COO for the California Department of Justice.

Government 249

Government Start-ups Innovation Technology 249

Intercom, Inc.

JULY 16, 2022

Gartner describes a CDP as “a marketing technology that unifies a company’s customer data from marketing and other channels to enable customer modeling and to optimize the timing and targeting of messages and offers.” What is the purpose of a customer data platform? Why is a customer data platform important?

E-commerce 118

E-commerce Social Media Compliance Construction 118

Customer Think

OCTOBER 1, 2021

From a global pandemic and blocked Suez Canal, to natural disasters like the freeze in Texas, fires in California, and floods in Australia, to technical disasters like massive cyber-attacks and a global microchip shortage, businesses across […].

Technology 59

Technology Technology 59

Intercom, Inc.

JANUARY 18, 2023

Despite the influx of new technology and devices making their way into classrooms each year – (permitted or not!) – plenty of teachers and parents remained skeptical about the role technology could play. California has launched a free tutoring initiative. There’s the California Age Appropriate Design Code.

Education 205

Education Start-ups Technology Technology 205

Uniphore

DECEMBER 6, 2021

Balaji Raghavan is Chief Technology Officer at Uniphore. Balaji holds a master’s in computer science from the University of Southern California. When not thinking about game-changing technology to transform industries, he enjoys spending time outdoors either gardening, hiking or biking. He resides in Los Altos, California.

Machine Learning 26

Machine Learning Engineering Gaming Start-ups 26

The Customer Service Blog

JULY 5, 2023

Recent regulations, such as the EU’s 2018 data protection law and newly introduced state bills in the USA (along with updates to the California Consumer Privacy Act) will force companies and data brokers to think more seriously about the kinds of data being collected and stored.

Social Media 52

Social Media Finance Retail Technology 52

Hodusoft

JANUARY 16, 2023

LCR is a software that uses Machine Learning (ML) technology to help users find the least cost route for their phone calls. For instance, ABC is a telephone company in California searching for the least expensive way to direct phone calls to New York. A lot of communication technologies are moving into the cloud including the LCR.

ML 52

ML Machine Learning Contact Center Engineering 52

Comm100

FEBRUARY 13, 2023

While many future applications for this technology have yet to be imagined, higher education is an area that has already been impacted by ChatGPT. However, while ChatGPT has created a stir thanks to its remarkable capabilities, it’s also important to understand the risks and issues that can come with this new technology.

Education 78

Education AI Artificial Intelligence Compliance 78

Fonolo

SEPTEMBER 16, 2021

University of California psychology professor Albert Mehrabian , conducted a study which found that when it comes to communication, 7% of meaning is interpreted from the words used, 38% from tone of voice, and 55% from accompanying body language.

Customer Service 167

Customer Service Social Media Start-ups Technology 167

CSAT.AI

JUNE 7, 2022

There was a class action lawsuit in California that argued Facebook is responsible for PTSD and Trauma inducing working conditions affecting content moderators. Let Technology Help – CSAT and ASAT. Technology does not equate to a lack of empathy. This emotional output comes with a cost.

Customer Service 81

Customer Service Contact Center Customer Satisfaction Technology 81

Uplifting Service

JUNE 7, 2023

And what I’m talking about here is that your team members experience some roadblocks in your technology, in your procedures, in your policy, in your method and your process, and your requirements, that have been there a long time and they slow everything down, they get in the way. And it’s your job to remove that.

Legal 40

Legal Customer Service Technology Technology 40

CSAT.AI

MAY 29, 2019

I love how technology has streamlined consumer life. My friend and I went to In-N-Out this past week (California omnivores know the bliss that is In-N-Out), and experienced the shortest line I’ve ever seen on a weekend or holiday. That is huge during 100 degree days in a California summer.

Customer Experience 59

Customer Experience Sentiment Analysis AI CX 59

Customer Service Life

MAY 20, 2019

New to the industry, I had no clue about service levels, or Erlang C, instructional design, technology, or a variety of other standard industry topics. I used to work in Southern California and was asked more than once by customers, “What happens to our account when the ‘Big One’ finally happens and California falls into the ocean.”

Customer Experience 67

Customer Experience Contact Center NPS Gaming 67

ClientSuccess

JULY 23, 2019

Company : SmashFly Technologies. Location : Orange County, California. The post CSM from the Trenches: Mentors – Natalie Williams; Director, Customer Success; SmashFly Technologies appeared first on ClientSuccess. Let’s get started with this week’s post! From : Natalie Williams ; Director, Customer Success. Question 1.

Technology 44

Technology Technology Engineering Start-ups 44

Beyond Philosophy

MARCH 2, 2016

Their technology examined conversation and silence, ringtones and hold times. New York and California residents talk the most; Oklahoma and Kansas residents talk the least. For example: When talking to a customer from California, expect to chat a little. They analyzed four million phone calls from 2013 to 2015.

Customer Experience 111

Customer Experience Customer Experience Management CX Technology 111

Aquire

SEPTEMBER 2, 2021

There are other considerations to be aware of as well — the California Consumer Privacy Act (CCPA) and General Data Protection Regulation (GDPR), for example. Implementing the right technology is integral to successful CDM. The right technology is also a must to ensure your business is on top of your customer data management.

Data Entry 97

Data Entry Government Healthcare Customer Relationship Management 97

Execs In The Know

APRIL 8, 2022

Todd’s keynote kickoff told a compelling story about the value of investing in technologies like self-service solutions and better agent tools, while always maintaining a focus on the customer experience. That’s why we invite you to consider joining us during our next CRS event, taking place in Coronado, California, October 24–26, 2022.

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX Transformation 98

Steven Van Belleghem

MAY 26, 2023

Experiment with new technologies at the edge The above technologies are pretty established, but McDonalds also keeps experimenting at the fringes with newly emerging technologies like the metaverse, NFTs and (almost) fully automated restaurants. percent compared with 2021, while the rest of the list averaged 10.5

Customer Experience 57

Customer Experience Innovation Entertainment Start-ups 57

Execs In The Know

FEBRUARY 26, 2023

According to a study conducted by The University of California at Irvine, people check their mobile devices once every 43 seconds — totaling 600 times over the typical eight-hour workday. With the right technology, agents can focus on building relationships with customers and fixing complex issues in a timely manner.

Customer Relationship 52

Customer Relationship CRM Customer Service CX 52

Fonolo

JULY 28, 2022

FACT: The University of California San Francisco’s Office of Diversity and Outreach defines unconscious bias as social stereotypes about certain groups of people that a person forms outside of their conscious awareness. Every business’ plan will be unique to their own needs and the needs of their employees.

Contact Center 81

Contact Center Customer Satisfaction Innovation Technology 81

Comm100

NOVEMBER 13, 2022

Another of the growing customer service technology trends has seen a rise in chatbots and automation. Thanks to improvements in AI and automation technologies, chatbots can now handle as much as 80% of customer needs. The efficiencies of live chat also mean a high return on investment (ROI) for the technology. in 2021. .

Customer Service 72

Customer Service Omnichannel Social Media AI 72

Zendesk

AUGUST 2, 2021

Sales analytics refers to the technology and processes used to gather sales data and gauge sales performance. Maybe this year, you saw $100,000 in sales in California, $50,000 in Wisconsin, and so on. For example, California is much larger and more populated than Delaware, so you’d likely aim for higher sales in California.

Sales 98

Sales Gaming Predictive Analytics Actionable Insights 98

Fonolo

JULY 9, 2018

Read on as we roll out the carpet and pay homage to the 2018 Customer Experience Excellence Award Winners (#CXAwards): PFSweb (NASDAQ:PFSW) is a Global Commerce Operations Partner with solutions spanning branded fulfillment services, high-touch customer care, intensive fraud management offerings, and scalable WMS and OMS technologies.

Customer Experience 52

Customer Experience Contact Center Technology Technology 52

Execs In The Know

NOVEMBER 30, 2021

Deana Perrin, Blue Shield of California. Luckily, there is no shortage of new and innovative tools and technology design to accomplish exactly this. . ………………………………………………… The Rise of the CCO. Moderator: Mike McCarron, Gladly. Panelists: Radha Penekelapati, YouTube. Dan Allen, Union Bank.

Close the Loop 98

Close the Loop Compliance CX Innovation 98

Zendesk

JUNE 30, 2022

“We have public and private contracts in multiple communities, working with community benefits distributors and businesses to provide one or all four of our services in the areas where we currently have a presence: San Francisco and Southern California, and Austin, Texas,” says Kositsky. The CIRCLE provides an alternative to the police.

Government 52

Government Technology Technology Start-ups 52

Sprinklr

SEPTEMBER 27, 2021

This allows me to bring my best, most authentic self to my fellow Sprinklrites each day as we strive to make our clients happier in an ever-changing digital-first world.” – Brad Page, Implementation Consultant, Northern California. ” – Jose Torrealba, FP&A Manager, New York, NY.

CXM 83

CXM CRM Sales Innovation 83

Execs In The Know

SEPTEMBER 14, 2021

In addition to this all-star cast, many other CX-leading brands will be participating in a variety of panels and case studies, including the likes of Verizon, Expedia, Humana, Dell Technologies Services, and many others.

Artificial Intelligence 52

Artificial Intelligence CX Contact Center Innovation 52

Intercom

AUGUST 2, 2023

With all this focus on cutting-edge technologies and product innovation, are we embracing the customer experience as a major value-driver, or are we treating it as an afterthought? In today’s fast-paced and competitive business landscape, innovation has become quite the buzzword. And that’s always intrigued Lynn Hunsaker.

Innovation 52

Innovation CX Non-Profits AI 52

Customer Service Life

MARCH 15, 2019

When my only option was a manual transmission, my parents just sort of cut me loose on the streets of Rancho Cucamonga, California to learn to drive (Yes, I already had my driver’s license but on an automatic transmission). So keep that in mind as I talk about technology for customer experience. Conclusions. Things Could Change!

AI 63

AI Machine Learning CX Net Promoter Score 63

Callminer

OCTOBER 11, 2018

Smitha obtained her license as CPA in 2007 from the California Board of Accountancy. One way of reducing Agent Redundancy Rate is to use technology to immediately provide customers with information, links, and resources while they are waiting for an email/chat response from a human. Brian Dooley @Brian_Dooley.

Contact Center 561

Contact Center Non-Profits Compliance Start-ups 561

TeamSupport

JULY 14, 2020

In any technology company it is critical that the support group has a very tight relationship with the product development team as well as with the sales and marketing teams, both for resolving any issues and for getting customer feedback in the form of feature requests into the software. Here in Part 3, let’s break down silos.

B2B 59

B2B Sales Customer Service Customer Relationship 59

Beyond Philosophy

JANUARY 19, 2023

I love technology, but I can still be old-fashioned when working with clients. Getting Through Death Valley Death Valley is a desert in eastern California in the U.S. Meeting with clients, I like to put pen to paper and illustrate what I am saying with a handcrafted visual aid. It could also be the number of site visits.

Start-ups 78

Start-ups Finance Management Consulting Gaming 78

Intercom, Inc.

MARCH 31, 2022

The history of surveys is essentially the history of the technology used to collect and interpret information. The story of the technology behind asking questions and discovering more about people, at scale. So really, at least for perhaps a hundred years, the technology of data and census-taking really grew hand in hand.

Government 118

Government Start-ups Agriculture Technology 118

Execs In The Know

OCTOBER 30, 2022

On October 24-26, Execs In The Know proudly welcomed approximately 200 leaders from across the customer experience (CX) spectrum to beautiful Coronado, California, for Customer Response Summit (CRS) Coronado. How does your brand plan to use innovative technology to drive empathy and personalization for high-quality customer engagement?

Innovation 52

Innovation Artificial Intelligence AI CX 52

Neosperience

MARCH 2, 2022

In fact, as Ryan Sherman, one of the co-creators of the project, says: “Q was designed to initiate a conversation between insiders and the public about why Artificial Intelligence technology – of a genderless nature – was gendered.” The post Artificial Intelligences and Gender.

Artificial Intelligence 52

Artificial Intelligence Construction Government Technology 52