Totango

JANUARY 3, 2024

As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. It’s been an exciting journey, marked by significant milestones and a ceaseless effort to support our customers in achieving their goals. Now, as we step into a new year, we’re witnessing an evolution of customer success, and there’s a new and improved Totango to help enterprise business leaders deliver business results and drive customer outcomes.

Business Growth 112

Business Growth Innovation AI Start-ups 112

DMG Consulting

JANUARY 3, 2024

Shrinkage is an important topic in the contact center Donna Fluss defines shrinkage in the contact center and how to calculate it. The post Shrinkage is an important topic in the contact center appeared first on DMG Consulting.

Contact Center 62

Contact Center 62

Totango

JANUARY 3, 2024

Totango now offers integrations with leading revenue intelligence platforms Gong and Chorus to help teams enhance operational efficiency and leverage the insights gleaned from customer interactions to drive strategic decision-making. In the world of customer success (CS), every customer interaction is an opportunity to hone insights that can sharpen their path to success.

Touchpoint 103

Touchpoint Customer Relationship Technology Technology 103

Customer Think

JANUARY 3, 2024

This year has been the year of AI. We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead (alexmead@sky.com) recently to talk about it, and I wanted to share what we discussed here with all of you, too. One thing I appreciate about Mead is how his opinions make me […] The post How Implementing AI in CX Can Be the Good, Bad, and Ugly appeared first on Beyond Philosophy.

AI 69

AI CX Customer Service Technology 69

Speaker: Jason Cottrell

Brands used to look for a vendor who could do everything. Over time, one vendor was no longer enough to meet a brand’s needs, and they added, added and added. Now they need all their vendors to work well together. That’s composable, and only some will make the cut. As customers — and your board — expect you to be in new channels and to rapidly adapt to shifts in the market, the need for true composability is more crucial than ever before.

Technology

The DiJulius Group

JANUARY 3, 2024

Have you ever wondered how businesses achieve that coveted synergy between their frontline staff and the expectations of their customers? On this episode of The Customer Service Revolution, Christopher Wallace, the co-founder and president of InnerView Group, joins John to unravel the secrets behind a customer service revolution taking the corporate world by storm.

Customer Experience 64

Customer Experience Customer Service 64

Zonka Feedback

JANUARY 3, 2024

Sure, feedback, reviews, likes, and shares tell a story. But what about the silent whispers of dissatisfaction, the sparks of delight hidden within abandoned carts, or the hesitant clicks that reveal indecision?

Sentiment Analysis 59

Sentiment Analysis Customer Feedback 59

SurveySensum

JANUARY 3, 2024

A decade ago, designers used to receive branding guidelines from business owners. During that time, designers had to consider various visual aspects of a brand, including, brand colors and typography. The style guides included instructions for pixel-based touchpoints between the consumer and the brand. That included grid systems, header styles, and design patterns.

Social Media 52

Social Media E-commerce Customer Feedback Touchpoint 52

DMG Consulting

JANUARY 3, 2024

Welcome to the 2024 Contact Center 2024 is starting off against a backdrop that includes an uncertain economy, massive technology innovation, and a workforce with changing expectations. Here are the top 5 practical considerations for contact center leaders as we enter the new year: Artificial intelligence (AI) is here to stay, and it’s time to get on board – The hype surrounding AI is extremely high and generating a lot of noise, making it hard to figure out what’s actually real and working.

Contact Center 48

Contact Center Artificial Intelligence AI Social Media 48

Customer Think

JANUARY 3, 2024

Exceptional customer and brand experience are often the differentiating factors between thriving companies and their stagnant counterparts. Providing a difference-making customer experience starts with understanding what people actually want, which requires brands to have timely, relevant, and actionable customer insights that inform everything from product development to marketing messaging.

Customer Experience 69

Customer Experience 69

Help Scout

JANUARY 3, 2024

Learn how to create a shared Instagram account, how it can benefit your business, and, most importantly, three methods for managing your account as a team.

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44

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Customer Loyalty

Customer Think

JANUARY 3, 2024

Loyalty is the not-so-secret ingredient to running a successful consumer business. You’ve probably heard the stats: acquiring a new customer is five times more expensive than retaining an existing customer, and the top 5% of a brand’s customers account for up to 50% of revenue.

Customer Loyalty 64

Customer Loyalty Technology Technology 64

Customer Think

JANUARY 3, 2024

Do you wonder, in what ways can Generative AI bring about a paradigm shift in the landscape of custom software development? What tangible benefits can be derived from the seamless integration of Generative AI into various stages of the development process?

AI 59

AI Innovation 59

Customer Think

JANUARY 3, 2024

The dynamic nature of work has been significantly shifted due to advancements in technology, with the trend towards remote work becoming increasingly prevalent. Even before the COVID-19 era, the rise of remote work was apparent, facilitated by advancing technology and the increasing demand for flexible work options.

Technology 59

Technology Technology 59

Customer Think

JANUARY 3, 2024

CVS’s store receipts may stay long, but its prescription slips are about to get shorter. CVS Pharmacy is reformulating how it will price Rx drugs at its nearly 9,000 pharmacies, with a simplified system that establishes price based on the drug’s cost, an established markup charge and a fee for services.

Customer Loyalty 45

Customer Loyalty 45

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Customer Think

JANUARY 3, 2024

Using ILA, users can speak, spell aloud or type their words and the entire conversation is immediately communicated to the other party in their chosen language

Technology 59

Technology Technology AI 59