Lumoa

JANUARY 8, 2024

So, you’re eyeing growth and a healthy ROI for your business, right? I’m guessing that’s a big ‘yes.’ It’s a common goal, after all. And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI).

Sentiment Analysis 157

Sentiment Analysis Text Analytics Machine Learning ML 157

The DiJulius Group

JANUARY 8, 2024

Cleveland, OH-based KeyBank has earned the distinction of Customer Experience Organization of the year, awarded on Oct. 12, 2023, at the 15th annual Customer Service Revolution Conference. Past winners include Starbucks, Chick-fil-A and NewDay USA. KeyBank Branch & Contact Center Leaders KeyBank planned to enhance its already successful customer experience culture in January 2022 when.

NPS 92

NPS Contact Center Customer Experience Customer Service 92

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. ( Centric means aligned : customers’ well-being is the center of every decision). Insights Utilization Rate is a new phrase I’ve coined to represent how well your enterprise is absorbing, adopting, and acting on insights about customers (CX), partners (PX), and employees (EX).

Customer-Centric Organization 62

Customer-Centric Organization VOC CX Customer Loyalty 62

DMG Consulting

JANUARY 8, 2024

Why is there shrinkage in the contact center? Donna Fluss covers the unplanned reasons there is shrinkage in the contact center. The post Why is there shrinkage in the contact center? appeared first on DMG Consulting.

Contact Center 62

Contact Center 62

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

Customer Think

JANUARY 8, 2024

Acquisition deepens company's commitment to leading the future of AI-powered customer experience (CX) with new and transformative quality management capabilities

AI 59

AI CX Customer Experience 59

SurveySensum

JANUARY 8, 2024

Did you know that your surveys are causing fatigue among your customers? Yup, that’s right, more than 24% of respondents have stated that they abandon surveys if it’s too long. This low response rate is more than just a numerical woe – it represents the difficulty in cutting through the digital noise to engage your customers who are burdened with requests for customer feedback at every point.

Touchpoint 52

Touchpoint B2B NPS Manufacturing 52