Beyond Philosophy

APRIL 14, 2022

I was very pleased to have Chief Technology Officer of Zendesk Adrian McDermott ( @amcdermo ) join us and explain what these numbers mean and what organizations should do with their experiences to take this concept beyond lip service and do something with it. . McDermott says it is happening, but slowly. .

Customer Satisfaction 78

Customer Satisfaction Contact Center Customer Acquisition CX 78

DMG Consulting

MAY 6, 2022

The future of contact center technology is in the cloud. While the vast majority of contact center seats are still on-premises and will continue to be for the foreseeable future, market innovation is focused on cloud-based solutions. Acquisitions reflect market trends and opportunities. What is required in a CCAAS solution?

Contact Center 48

Contact Center Omnichannel Technology Technology 48

Callminer

AUGUST 1, 2017

Being responsive and getting back to potential customers in a timely manner. Prospective customers like to feel like they matter. Being responsive, setting follow-up reminders, and doing what you say you are going to do increases customer acquisition and helps the center run more efficiently. Customer service diminishes.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

SixteenVentures

DECEMBER 31, 2019

Customer Success has its roots in the Software-as-a-Service (SaaS) world and my original definition was very much SaaS-centric. But since then, companies that are not SaaS, or even technology companies at all, have recognized the transformative power of Customer Success and embraced it as their new operating model.

Start-ups 136

Start-ups Sales NPS Non-Profits 136

Uniphore

JANUARY 4, 2022

At Uniphore Converse 2022, enterprise executives from CX to Sales will learn the latest innovations in automation, conversational AI and emotion intelligence. Join us as we explore the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s enterprise.

Contact Center 317

Contact Center AI Innovation Customer Retention 317

1 to 1

SEPTEMBER 21, 2021

It really does require brands to rethink all aspects…rethinking your people, rethinking your process, and rethinking your technology – and how they all align across the entire organization.”. Make the most of technology. It’s one thing to invest in great technology; it’s another to use it to its full potential.

Sales 26

Sales Contact Center Artificial Intelligence CRM 26

ClearAction

MAY 29, 2016

When CRM (sometimes equated with customer experience management ) came on the scene in the mid-90s, Service departments evolved from cost containment to revenue mandates, facilitating up-selling and cross-selling as customer retention tactics. Value creation occurs through Engineering, Manufacturing, and/or Operations.

Customer Experience 67

Customer Experience Social Media Customer Experience Management Voice of the Customer 67