Logicalware

FEBRUARY 11, 2024

The post Building trust through technology: How Sutton Council delivers on their promise of effortless CX appeared first on Puzzel United Kingdom. To find out how Puzzel can help enhance the customer experience with empathetic and proactive support, get in touch today.

Technology 59

Technology Technology CX Omnichannel 59

Beyond Philosophy

APRIL 26, 2017

Make sure you are creating an excellent, up to date CX for your customers. Register now for Beyond Philosophy’s Secrets of a Successful CX Training Program. If you enjoyed this blog, you might also like: Case Study: Enhance Your CX with This Technology. 5 Things You Can’t Forget About CX During the Vacation Season.

Technology 113

Technology Technology CX Touchpoint 113

Customer Think

JUNE 1, 2023

The 21st century has ushered in remarkable developments in customer experience (CX) technology, with biometrics emerging as the cornerstone of customer verification. In the world of customer service, trust is not a luxury; it’s a necessity.

Technology 52

Technology Technology CX Customer Service 52

Beyond Philosophy

JANUARY 23, 2017

That’s the goal of Carnival Corporation’s new Ocean Medallion technology , a wearable device that will debut on the Regal Princess cruise ship later this year. Like all data, though, wearable technology has its limitations. While technology can tell us what customers are doing, it isn’t very good at telling us why.

Technology 137

Technology Technology CX Start-ups 137

Beyond Philosophy

APRIL 25, 2019

Brands have already begun using facial recognition technology in their Customer Experience. Walmart and KFC use facial recognition technology. Technology also exists that captures customers’ authentic emotion measurement using facial recognition software. Even my phone password is my face. But is it creepy ?

Technology 118

Technology Technology CX Entertainment 118

VOZIQ

NOVEMBER 28, 2022

Analyst firm Forrester recently released their 2023 predictions for technology, CX, and marketing leaders. We picked four of these predictions to help retention and CX leaders deal with the challenges posed by this period of uncertainty and change. A skills shortage will challenge CX teams’ ability to thrive.

Technology 40

Technology Technology CX B2C 40

VOZIQ

NOVEMBER 28, 2022

Analyst firm Forrester recently released their 2023 predictions for technology, CX, and marketing leaders. We picked four of these predictions to help retention and CX leaders deal with the challenges posed by this period of uncertainty and change. A skills shortage will challenge CX teams’ ability to thrive.

Technology 40

Technology Technology CX B2C 40

Customer Think

DECEMBER 16, 2022

Over the last two years, many commerce industry experts viewed brick-and-mortar retail as an afterthought. With the Covid-19 pandemic forcing retailers to close their doors or drastically curtail operations, it looked like ecommerce would finally land a death blow on the sector. However, that never came to pass.

Retail 75

Retail Technology Technology CX 75

DMG Consulting

AUGUST 31, 2021

Contact Center Technology Paves the Way for Enterprise-Wide CX Improvement. The pressure is on for enterprises to improve their customer experience (CX). But this is just a necessary first step in righting the servicing and CX ship. This a reality that companies need to accept and address.

Contact Center 59

Contact Center Technology Technology Net Promoter Score 59

Customer Think

FEBRUARY 4, 2022

And companies in technology, financial services, logistics, and other […]. We won’t just dust off old habits, even for workers who finally return to the office. As individuals, our mindset, our needs and our priorities have shifted.

Technology 119

Technology Technology CX Customer Experience 119

Confirmit

DECEMBER 12, 2018

A couple of weeks back, we headed to sunny Stockholm to chat all things Customer Experience alongside other CX aficionados at the CX Transformation: Nordics event. The event brought together speakers from the likes of Sky, Uber and of course Confirmit, to discuss the transforming CX horizon.

CX Transformation 49

CX Transformation Technology Technology CX 49

Execs In The Know

FEBRUARY 29, 2024

And if customer experience (CX) transformation is your odyssey, it would serve you well to remember that the journey, if not carefully navigated, can be fraught with tunnel-visioned Cyclops, time-eating Lotus Eaters, and the seductive Siren calls of newly hyped technologies. Today, staying “current” and on course can feel overwhelming.

CX Transformation 99

CX Transformation CX VOE AI 99

Customer Think

AUGUST 28, 2023

And today, healthcare is pushing new frontiers with AI and machine learning, robotics, distance care technologies, and more. But beyond these amazing disruptive technologies and their potential, another human-centered area has become a make-or-break factor for healthcare organizations. […]

Healthcare 59

Healthcare Technology Technology Machine Learning 59

Execs In The Know

APRIL 22, 2024

There was a time when we thought CX technology was evolving steadily—but it turns out, it was actually quite stagnant until very recently. The problem now is that a big plan like that might take a year or more to execute, while today’s current best CX technology is evolving faster than that—quarterly or even monthly.

Artificial Intelligence 52

Artificial Intelligence Machine Learning Innovation CX 52

Execs In The Know

MARCH 31, 2024

During her keynote address at Customer Response Summit (CRS) in Tucson, Tracy Sedlak, Senior Vice President of Customer Success at Offerpad and Execs In The Know Board Member, tackled the pivotal aspects of CX and the Voice of the Customer (VOC), weaving together insights and strategies critical for leadership.

Voice of the Customer 104

Voice of the Customer VOC Age of the Customer Innovation 104

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

Uniphore

JANUARY 21, 2022

How can healthcare CX providers ensure that members consistently receive positive, high-quality service while meeting strict compliance and privacy requirements? Healthcare leaders need to rethink their CX strategy. Here too, technology can alleviate process complexity and user frustration. Download the Article.

Healthcare 246

Healthcare Artificial Intelligence CX Compliance 246

Execs In The Know

APRIL 8, 2024

As the attendees and I gathered, it became evident that many were grappling not just with the challenges of a rapidly evolving technological landscape, but with a broader issue: uncertainty fatigue. The remedy, however, isn’t grasping for the “right” technology – it’s a holistic approach that places humans at the center.

CX 52

CX CX Transformation Technology Technology 52

SugarCRM

AUGUST 3, 2021

Creating seamless customer experiences (CX) throughout your business is more critical than ever before. Fortunately, SugarCRM provides a series of solutions that allows your company to deliver on CX throughout the customer’s journey from marketing to sales and service. Sugar Market is designed to answer a new paradigm.

Technology 26

Technology Technology CX Data Entry 26

Adrian Swinscoe

DECEMBER 9, 2022

Today’s interview is with Adrian McDermott, Chief Technology Officer at Zendesk. Adrian joins me today to talk about the new Zendesk CX Accelerator report, the main […].

Customer Expectations 190

Customer Expectations CX Technology Technology 190

Smart Customer Service

DECEMBER 19, 2022

The current contact center agent crisis can be solved with the right technology and customer focus, eGain's CEO suggests.

Technology 59

Technology Technology Contact Center CX 59

ECXO

OCTOBER 5, 2023

Engage in meaningful conversations within the premier open-access CX Professional Business Network. During this presentation, participants will gain valuable insights about the Last Days of Surveys: Historical Context and Evolution of Measurement : Discover how AI revolutionizes Customer Experience (CX) productivity.

Customer Survey 126

Customer Survey AI Net Promoter Score NPS 126

Bill Quiseng

NOVEMBER 22, 2023

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. But no more. Part Three.

CX 97

CX CXM Customer Journey Map Education 97

Execs In The Know

FEBRUARY 6, 2024

Simultaneously, the digital transformation era began, where organizations integrated digital technology into various aspects of their operations. Total Experience: A Holistic Approach The concept of TX takes a comprehensive approach, combining customer experience (CX), employee experience (EX), user experience (UX), and multi-experience (MX).

CX 102

CX Business Growth Technology Technology 102

LitmusWorld

APRIL 18, 2024

Unfolding The Narrative of CX: A Deep Dive into Its Evolution and Future Trajectories Customer Experience (CX) has become a pivotal force in shaping modern business strategies. Over the years, CX has undergone a metamorphosis, driven by technological innovations, shifting consumer behaviors, and a relentless pursuit of excellence.

CX 52

CX Innovation Technology Technology 52

Zendesk

FEBRUARY 12, 2024

It won’t tell you where there are gaps in your service, or where there are opportunities for coaching and additional training for your support teams,” said Adrian McDermott, chief technology officer, Zendesk. With Klaus as part of our WEM portfolio, we can empower businesses with the best AI-powered automated quality assurance in the market.

AI 144

AI Customer Expectations Customer Satisfaction CX 144

Adrian Swinscoe

OCTOBER 25, 2022

Today’s interview is with Prashanth “PVK” Krishnaswami is the head of market strategy and thought leadership for the CX product group at Zoho. The post The killer combination: Customer success, happiness and the right technology – Interview with Prashanth Krishnaswami of Zoho first appeared on Adrian Swinscoe. Prashanth joins me […].

Technology 190

Technology Technology CX 190

ECXO

APRIL 18, 2024

Follow the ECXO on LinkedIn: [link] And Become a member of the open-access CX Professional Business Network: [link] What you will learn during this presentation: • Why taking care of each digital customer conversation is vital • Are you meeting CX expectations over different digital support channels? •

B2B 111

B2B AI CX Customer Service 111

LitmusWorld

APRIL 18, 2024

The Unfolding Narrative of CX: A Deep Dive into Evolution and Future Trajectories Customer Experience (CX) has become a pivotal force in shaping modern business strategies. Over the years, CX has undergone a metamorphosis, driven by technological innovations, shifting consumer behaviors, and a relentless pursuit of excellence.

Customer Experience 52

Customer Experience CX Innovation Technology 52

Experience Investigators

APRIL 23, 2024

CX leaders know customer experience (CX) is not just about transactional exchanges; it’s about building lasting relationships. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it. This may sound contradictory for a CX professional to say.

Net Promoter Score 52

Net Promoter Score CEM CX Customer Experience 52

Fonolo

JANUARY 17, 2023

If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. It’s clear that AI’s impact on customer care and CX will be profound. What Do Customers Value in CX? What AI tools Will Improve Contact Center CX? Knowledgeable assistance.

Artificial Intelligence 154

Artificial Intelligence Contact Center CX Machine Learning 154

ECXO

APRIL 10, 2024

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. How can you utilize this knowledge to enhance customer experience (CX)?

CX 111

CX Customer Experience Social Media Sentiment Analysis 111

Bill Quiseng

NOVEMBER 1, 2023

Many CX professionals have advocated CX as strategies that explain customer journey mapping, the Peak End Rule, or innovative speed technologies among others. And they’ve done it so often for so long that “CX” has been the traditional term for many business leaders. But no more.This is our time for a CX Revolution!

CX 97

CX CXM Customer Journey Map Sports 97

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. The organizations that can’t hold onto their best people are seeing it negatively impact the CX.

Customer Experience 120

Customer Experience AI Outlook CX 120

Heart of the Customer

DECEMBER 12, 2020

CX is all about driving customer-focused change in your organization, with initiatives that drive top or bottom-line value. And in today’s world, 10 out of 10 of those initiatives will involve technology in some way. The post What Can the CX Tech Stack Do for You? The post What Can the CX Tech Stack Do for You?

CX 151

CX Technology Technology Voice of the Customer 151

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

Customer Think

JANUARY 6, 2023

With the advancement of blockchain technology, developing a fully-realized metaverse is becoming increasingly possible. The merger of these technologies has the potential to significantly impact the future of customer experience (CX). The metaverse concept has captured the imagination of futurists for decades.

Customer Experience 144

Customer Experience Technology Technology CX 144