Intercom, Inc.

MARCH 25, 2021

The onset of COVID-19 has accelerated a digital transformation in the healthcare industry, resulting in changes to how patients receive care and how medical records are stored and processed. From healthcare providers to insurers and others, the pandemic is rapidly driving organizational change and prompting businesses to consider future needs by adopting new technologies to replace or assist with historically manual workflows without compromising on care or privacy.

Healthcare 268

Healthcare Compliance Government Technology 268

Inside Customer Service

MARCH 25, 2021

Domino’s helped me survive college. My school had a deal with the local Domino’s franchise where you could use your meal plan to order a pizza. The meal plan even covered the delivery driver’s tip. It was way too convenient for a student who was strapped for cash. To say I ordered a lot of Domino’s was an understatement. I ordered A LOT of pizza. And when I wasn’t ordering Domino’s, my friends were.

Customer Experience 252

Customer Experience Sales Innovation Customer Feedback 252

Intercom, Inc.

MARCH 25, 2021

This question has been shaping customer experience expert Jeanne Bliss ’s career for as long as she remembers. Jeanne is one of the leading voices on customer-centric leadership. In fact, she wrote her first book, Chief Customer Officer , long before that type of role was even widely known. She’s been coaching business leaders for over 30 years, helping them build more customer-centric initiatives and create long-lasting, memorable relationships with their customers.

CX 181

CX Start-ups Business Growth Engineering 181

Fonolo

MARCH 25, 2021

We’ve all heard about customer satisfaction. But have you considered the impact of your agent satisfaction? It’s more important than ever to pay attention to your staff and motivate them on the daily. Yet less than 30% of contact centers track this metric, despite its direct impact on standard industry KPIs. If you don’t know the state of your agents’ satisfaction levels, it can be difficult to create positive change.

Contact Center 147

Contact Center Customer Satisfaction Start-ups Customer Service 147

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Zendesk

MARCH 25, 2021

This is the first in a series of insights from the National Retail Federation’s Big Show 2021. Read our round-up of retail CX trends for 2021. The world is changing and so is the way we shop. A few years ago, consumers made it clear that it’s no longer just about which tee is the softest. They wanted to know if the tee was made in a sustainable way, without using forced or underpaid labor.

Retail 98

Retail Social Media Start-ups CX 98

Totango

MARCH 25, 2021

March marks the official one-year anniversary of the COVID-19 pandemic. Can you believe it has been a year? As the world entered “lock-down” this time last year, little did we know we would all be sheltering in place, working digitally, remotely, and locked within the walls of our homes for the remainder of 2020 and beyond. No one knew what the “new normal” meant for the market, industry, businesses, or customers.

Real Estate 62

Real Estate Hospitality Hospitality NPS 62

PeopleMetrics

MARCH 25, 2021

3 Easy Ways To Quickly Understand Customer Survey Comments. Customer survey comments (i.e. open-ends; unstructured feedback; verbatims) are incredibly valuable because they indicate WHY people feel the way they do. Without this additional context, experience measurement professionals wouldn't have enough information to determine the best way to go about fixing respondent problems.

Customer Survey 62

Customer Survey Text Analytics CX Customer Feedback 62

The DiJulius Group

MARCH 25, 2021

Trauma doesn’t discriminate. The highest cause of anxiety is uncertainty. And today, there’s too much uncertainty. Whether it’s overcoming a loss of a spouse, or loss of a child, or dealing with job loss, understanding why allows us to take that opportunity to create a plan to come out of it in a better way. Read Full Article. The post Struggle Well: Thriving in the Aftermath of Trauma appeared first on The DiJulius Group.

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Qualtrics

MARCH 25, 2021

The competition in many industries is fierce. One way to stand out is by understanding your customer better than your competitors. That can be done by hearing from them - like literally hearing their voice, seeing their facial expressions when talking about your brand. Authentic feedback, dare I say spoken from the heart, can be gathered through video feedback from customers.

Start-ups 49

Start-ups Technology Technology Customer Satisfaction 49

SugarCRM

MARCH 25, 2021

data-secret="MxzkRaC8eN" frameborder="0" scrolling="no" width="500" height="281">. Last year started perfectly for SugarCRM. We had an extensive list of innovative initiatives to improve the Sugar platform, and we even crossed a few of them off the list by the first three months of 2020. While not all plans we had in 2020 came to fruition as we originally planned, we still managed to achieve much more than we originally anticipated.

Artificial Intelligence 49

Artificial Intelligence Innovation CRM Omnichannel 49

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

Knowmax

MARCH 25, 2021

Contactless support for field service agents using knowledge management.

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Ameyo Callversations

MARCH 25, 2021

COVID-19 has pushed the call centers to become digitally-enabled hubs. CIOs and CXOs have started to realize that the shift from on-premise call centers to cloud call centers has to be swift with the many capabilities that only a Cloud CC can ensure. As the uncertainty continues, cloud-hosted call centers provide greater flexibility, reliability, scalability, and disaster recovery.

E-commerce 64

E-commerce Hospitality Hospitality Healthcare 64