Lumoa

JANUARY 9, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. HOWEVER, I also argue that despite that, too many consumers continue to endure ‘random’ or ‘unexpected’ experiences as a result of the inconsistent delivery of the end-to-end customer journey. A talent shortage will be evident.

CX 141

CX Customer Experience Artificial Intelligence Omnichannel 141

DMG Consulting

JANUARY 20, 2022

While a large number of enterprises reported record earnings in 2020 (and indications are very positive for strong results in 2021), others either closed their doors or were kept afloat by government support and subsidies. DMG estimates that only 20 percent of customer inquiries in enterprises are handled by the contact center.)

Contact Center 54

Contact Center Government Touchpoint CX 54

CX Journey

JANUARY 30, 2019

Customer understanding through listening, developing personas, and mapping customer journeys and corresponding service blueprints, with decisions made and actions taken based on what is learned. Don't forget about linking your operational data to each of these learnings.

Customer Experience 60

Customer Experience Close the Loop CX Transformation Government 60

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.

Innovation 52

Innovation CX Non-Profits AI 52

Lumoa

OCTOBER 31, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. HOWEVER, I also argue that despite that, too many consumers continue to endure ‘random’ or ‘unexpected’ experiences as a result of the inconsistent delivery of the end-to-end customer journey. A talent shortage will be evident.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Intercom, Inc.

MARCH 12, 2020

Customer service is a philosophy , and if companies don’t embrace it, they’ll wither. Map out every touchpoint between you and your customer and focus on making them as positively unforgettable as possible. “ Customers’ expectations are changing based on what’s available out there. What makes a member

Start-ups 164

Start-ups Entertainment Customer Service Artificial Intelligence 164

Hodusoft

MARCH 22, 2022

The Call & Contact Center Expo at Las Vegas started with much fanfare, where HoduSoft showcased its innovative unified communications products. The event is one of the world’s premier customer engagement and business intelligence events. We were able to get first-hand feedback for our products and understand customer expectations.

Contact Center 98

Contact Center Innovation Government Omnichannel 98

Zendesk

MAY 3, 2021

Improving IT security, internal collaboration, offering customer service across multiple channels, and flexible technology are high priority touches for companies that have adapted to new workflows and processes. Sudden shifts in customer needs and business operations revealed the importance of a robust customer experience.

CX 52

CX Manufacturing Entertainment Healthcare 52

ClearAction

NOVEMBER 21, 2015

Studying the customer life cycle from the customer's viewpoint is eye-opening, especially when the research covers the end-to-end journey / cycle. And particularly when it focuses on customers' expectations and the consequences of missing them. That way the feedback is about the customer.

Customer Experience 67

Customer Experience Customer Experience Management Sports Government 67