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

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 94

Net Promoter Score CEM CX Customer Experience 94

SurveySensum

FEBRUARY 1, 2024

But the real magic happens when we turn this product feedback into practical steps for innovation. How Customer Feedback Helps in Product Innovation Customer feedback means everything customers share after using a product or service. Tag each insight by potential innovation type, ranking them by feasibility and value.

Customer Feedback 52

Customer Feedback Innovation Social Media Start-ups 52

Zendesk

AUGUST 3, 2022

What makes a winning CX program for fintechs? In the past few years, CX has become a priority for fintechs. Leading companies are innovating to provide the most convenient, seamless, and inspiring experiences possible to attract and retain clients. Going all in on CX is easy to say but not so easy to do.

CX 98

CX Omnichannel Start-ups Customer Service 98

Zendesk

NOVEMBER 16, 2022

And when you offer customers omnichannel, conversational service, your CX agents can provide a personalized response—fast. It was the busiest Christmas the digital team ever had,” Naomi Rankin, LUSH’s Global CX Manager, explains. If you’re in the position of slowing spending, it doesn’t mean you have to sacrifice exceptional CX.

Innovation 52

Innovation Omnichannel Retail CX 52

MattsenKumar

JUNE 18, 2021

All organizations building omnichannel customer service expertise have recognized that different customers will use other channels to browse, engage and seek support. Omnichannel customer service is no more a privilege; it is a sheer necessity to delight and retain customers. Current State of Customer Service. Increasing return rate.

Omnichannel 52

Omnichannel E-commerce Customer Service Social Media 52

DMG Consulting

MARCH 27, 2024

The pace of innovation in the WFM market is rapid and picking up momentum as this IT sector’s size and opportunity grows. The Workforce Management for the Enterprise in the Digital Era report provides an in-depth analysis of the contact center WFM market, the competitive landscape, vendors, product suites, technology, and innovation.

Contact Center 59

Contact Center Artificial Intelligence Innovation AI 59

Logicalware

JANUARY 25, 2022

Analysts say this year will be all about digital-first customer experiences, with virtual assistants and video exploding onto the CX scene. Forrester also believes ‘ human-centred technology ‘ will be one of the biggest drivers of innovation in 2022. Omnichannel. Cloud technology. Your people. Automation & AI.

Technology 98

Technology Technology Customer Service Artificial Intelligence 98

Execs In The Know

MARCH 20, 2023

Over the past several years, CX professionals have had a front-row seat to the fast-paced evolution of CX digital innovation and transformation. Contact center technology keeps improving and there are a vast number of solutions you can tap to improve your CX. What — or rather, who — are universal CX agents?

Contact Center 52

Contact Center CX Omnichannel Customer Relationship Management 52

Lumoa

JULY 17, 2023

In order to meet these demands, you have to adopt and implement innovative technological solutions that cater to your client’s needs and preferences, ensuring a seamless and satisfying digital cx. When planning your digital transformation, be aware that at any moment, you may need to innovate further.

Customer Experience 83

Customer Experience Artificial Intelligence Omnichannel AI 83

Uniphore

JANUARY 14, 2022

2022 is the year where companies are innovating to thrive and succeed in the service-driven economy. How are firms and client partners delivering against the omnichannel experience? Register today to learn best practices for delivering superior CX either in-call, after-call, or through virtual assistants. Register Now.

Customer Experience 130

Customer Experience Contact Center AI Omnichannel 130

DMG Consulting

SEPTEMBER 7, 2023

Workforce Management for the 21st Century: Helping Deliver a Great CX View this article on the publisher’s website. AI Continues to Drive Innovation Artificial intelligence continues to make a huge contribution to WFM solutions. These solutions are cloud-native and built from the ground up to support omnichannel environments.

CX 48

CX Contact Center Real Estate AI 48

Zendesk

JANUARY 17, 2024

Roughly 65 years later, innovators and scientists had built on the Wrights’ discovery to propel humans to the moon. Then came CX—a concept that taught businesses the power of every consumer interaction. 70% of CX leaders plan to integrate generative AI into many of their touchpoints in the next two years.

Customer Experience 52

Customer Experience Omnichannel AI E-commerce 52

Comm100

DECEMBER 2, 2021

Customers demanded digital services to meet their needs, and as organizations rose to the demand, these high customer expectations led to innovative new services. To help cut through the noise, we’ve looked at emerging data and expert opinions to predict the CX trends that we expect to see in 2022 for financial services.

Customer Experience 92

Customer Experience Omnichannel Machine Learning CRM 92

Fonolo

FEBRUARY 2, 2021

3 Crucial CX Trends You Need to Know for 2021. There have already been rapid innovations in call center tech , which will become mainstream in 2021. More omnichannel workstations. Our report also found that omnichannel contact center workstations are now being deployed at the same rate as voice-only workstations.

Contact Center 91

Contact Center Technology Technology Omnichannel 91

Customer Bliss

JANUARY 5, 2017

” These are admittedly just two articles — there are dozens, if not hundreds, of articles published every day about CX — but if you find the intersection point of the two, you can learn a little bit about what customer experience trend lines might look like this year. Omnichannel. Let’s dive deeper. Geofencing.

CX 94

CX Omnichannel Retail AI 94

Lumoa

JANUARY 9, 2018

CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world. We were curious to know what CX professionals should pay attention in the coming year and asked the leading CX experts for their opinion.

CX 141

CX Customer Experience Artificial Intelligence Omnichannel 141

Comm100

FEBRUARY 6, 2023

Customer experience, also known as CX, is a customer’s overall experience when interacting with an institution’s products or services and their perception of the business and its values. CX is becoming increasingly important to the financial industry and all businesses as the differentiating factor.

Customer Experience 80

Customer Experience Omnichannel Social Media Touchpoint 80

ECXO

SEPTEMBER 6, 2023

Abstract: A Customer Data Platform’s ultimate value is providing a unified omnichannel perspective of primary customer data for marketers and the ability to activate that data for real-time customer engagement. Embrace change to foster a culture of innovation, adaptability, and customer-focused solutions.

Customer Experience 75

Customer Experience Omnichannel CX Innovation 75

Fonolo

MAY 10, 2023

The main stage will feature other remarkable professionals who are redefining the future of work and elevating the customer experience through innovation. The diverse topics covered include: innovations in workforce engagement, Avaya’s roadmap for the future of CX and discussions about the merits of SIP technology.

Contact Center 87

Contact Center Healthcare Gaming Innovation 87

Aquire

DECEMBER 15, 2021

Banking is going phygital and omnichannel. This is the concept of omnichannel customer experience. According to Cornerstone, 70 percent of credit unions and 67 percent of banks rate improving CX and service delivery as their first priority. Every medium you meet your customers in should be seamlessly connected with the rest.

CX 59

CX Social Media Artificial Intelligence Finance 59

Lumoa

APRIL 28, 2024

78% of customers have backed out of a purchase due to a poor customer experience (CX). The pressure is rising for businesses to step up their CX game. They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

ECXO

JUNE 20, 2023

CX is everywhere. Businesses want a seamless CX just as they do in their personal lives. It can be more important than innovation or market dominance. Employees that are driven by shared purpose and values feel more motivated, engaged and empowered = a better CX. Let’s first look at your CX.

B2B 122

B2B Innovation CX Education 122

Customer Think

MARCH 27, 2024

The latest customer satisfaction report released in the UK by the Institute of Customer Service, revealed that every industry evaluated has fallen in customer satisfaction since January 2023, reflecting the wider global customer experience (CX) picture.

CX 44

CX Retail Customer Satisfaction Customer Experience 44

Zendesk

APRIL 7, 2021

But it turned out there were still experiences to build and offer—and there will be as long as there are customers and innovative business leaders who want to meet those needs. Related read: The hottest CX trends for retailers are anything but trendy ]. “ As Mitch Joel, Founder of Six Pixels Group Inc., The Great Compression.

Retail 64

Retail CX Innovation Gaming 64

CallCare

MAY 9, 2023

Customer experience (CX) transformation is the practice of optimising each and every customer interaction with your company. While it undoubtedly requires an investment of time and resources, it’s well worth developing a CX transformation strategy. What is customer experience transformation?

Customer Experience 52

Customer Experience CX Transformation Omnichannel Innovation 52

Shep Hyken

MAY 27, 2022

The idea is to accept innovation with caution, keeping your unique business dynamics in mind.??? . The post Guest Post: How to Boost Customer Support Employee Productivity for Better CX appeared first on Shep Hyken. As discussed above, call center jobs are not easy and come with an aura of monotony, as many may look at it.

CX 112

CX Technology Technology Omnichannel 112

DMG Consulting

DECEMBER 7, 2022

The Report includes an insightful review of the business, servicing, and management trends that characterize today’s customer experience (CX) and the challenges confronting enterprises as they strive to address them. Enhanced mobility features provide oversight and coaching capbailities to support a remote and distributed workforce.

Contact Center 48

Contact Center Artificial Intelligence Omnichannel Innovation 48

Fonolo

MAY 10, 2018

Luckily, those seeking reliable sources for CX and CS-related topics can still rely on a special corner of the digital sphere, one which has made a comeback in recent months: Blogs. Toni Newman is all about innovation. The “Professional Innovation Catalyst” hosts a blog which is home to diverse and dynamic content. Peter Lavers.

Customer Experience 113

Customer Experience Contact Center Innovation Omnichannel 113

Logicalware

NOVEMBER 27, 2023

Joined by Tanja Ammentorp, Customer Service Director at JYSK , she gave an exclusive look into the strategies and technologies propelling JYSK to the forefront of customer-centric innovation. This ensures a consistent and unified experience across all channels – an achievement already realised in most channels at JYSK.

Artificial Intelligence 52

Artificial Intelligence Close the Loop Customer Experience Omnichannel 52

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 123

Customer Experience AI Outlook CX 123

Steven Van Belleghem

APRIL 18, 2023

Only a while ago, CX practitioners actually believed that chatbots were the worst channel for customer experience delivery ; with just 6% saying their organization delivers a “very good” or “good” CX through the channel. More Innovation The fourth benefit is definitely about innovation and creativity.

Customer Experience 78

Customer Experience AI Construction Social Media 78

Comm100

NOVEMBER 23, 2022

Personalized support through omnichannel expands. Omnichannel customer engagement software offers a solution. Omnichannel platforms connect every channel together so agents gain a 360-degree view of every customer they speak. The personalization opportunities of omnichannel are only limited by the services connected.

Customer Service 86

Customer Service Omnichannel CRM Contact Center 86

Comm100

SEPTEMBER 26, 2023

While we’re all familiar with the basics, like using a customer’s name in an email, today’s innovators are going far beyond these conventions to deliver personalization. Omnichannel customer engagement When listing the best personalized service examples, omnichannel engagement can’t be missed.

Sentiment Analysis 72

Sentiment Analysis Omnichannel AI Customer Service 72

Execs In The Know

FEBRUARY 5, 2024

Small/Mid-Sized Companies are Redefining CX and EX Expectations The spotlight is on smaller and mid-sized BPO companies setting new benchmarks for Customer Experience (CX) and Employee Experience (EX) excellence by focusing on the human in a customer and employee.

Healthcare 59

Healthcare Sentiment Analysis Artificial Intelligence ML 59

DMG Consulting

JUNE 21, 2023

CCaaS vendors are leading the way with innovations driven by the needs of highly demanding enterprise clients striving to deliver a cost-effective and exceptional customer experience (CX) at scale. The fastest-growing CCaaS seat segments are omnichannel and digital. The future of contact center technology is in the cloud.

Contact Center 48

Contact Center Artificial Intelligence Innovation AI 48

Fonolo

JANUARY 18, 2022

Our review of the past year showed increased customer expectations, innovation in contact center technology, development of safe work environments, and employee engagements – all good indicators that contact centers are more resilient than before. – Shep Hyken, CS & CX Expert.

Contact Center 81

Contact Center Omnichannel Technology Technology 81