Fonolo

NOVEMBER 13, 2018

Now in its seventh year, Smart Customer Service shines a spotlight on the innovative ways CS technologies are shaping our lives and changing how CS professionals do business. It’s also a fantastic place to look globally at contemporary industry trends and innovators. VPs & Directors of Web/Social Media. The Panelists.

Customer Service 108

Customer Service Contact Center Innovation Engineering 108

Logicalware

JANUARY 25, 2022

Forrester also believes ‘ human-centred technology ‘ will be one of the biggest drivers of innovation in 2022. Here’s what Sharon Leaver, their SVP of Research had to say: “Where will innovation come from? Your people. At the same time, digital exclusion remains a major issue in the UK. Automation & AI.

Technology 98

Technology Technology Customer Service Artificial Intelligence 98

Fonolo

NOVEMBER 20, 2018

From website FAQs, to live chat options, to social media platforms, there are an increasing amount of channels which consumers can use to reach out for help. VPs & Directors of Web/Social Media. There is no question that customer service is changing quickly. Who should attend: VPs & Directors of Contact Centers.

Customer Service 86

Customer Service Contact Center Social Media Engineering 86

Zendesk

DECEMBER 15, 2020

Unity’s mobile game engine gives creators the tools to make innovative 3D experiences. When mobile gamers seek customer support, they usually reach out on more traditional channels, like the phone or over social media, interrupting gameplay and adding a layer of friction to the customer experience.

Gaming 87

Gaming Entertainment Social Media Engineering 87

Fonolo

NOVEMBER 27, 2018

VPs & Directors of Web/Social Media. Thomas is an expert in the design of innovative new communications services, particularly in the application of modern Web technologies to extend traditional telecom infrastructures. Who should attend: VPs & Directors of Contact Centers. VPs & Directors of Customer Service.

Customer Service 119

Customer Service Contact Center Engineering Hospitality 119

Logicalware

MAY 24, 2023

Consorte engineered one of the pioneering cloud-based contact centre solutions, setting the groundwork for what would eventually evolve into Puzzel. Advanced contact centre software emerged, seamlessly integrating telephony, email, chat, and social media interactions into a unified platform.

Artificial Intelligence 52

Artificial Intelligence AI Social Media Innovation 52

Fonolo

MARCH 7, 2019

VPs & Directors of Web/Social Media. Tobias has over 15 years of experience in customer care technology and the contact center industry with roles spanning engineering, consulting, pre-sales engineering, and product management/marketing. VPs & Directors of Customer Service. The Panelists. Tobias Goebel.

Artificial Intelligence 62

Artificial Intelligence AI Contact Center Social Media 62

Sprinklr

JULY 9, 2021

Our world-class team is constantly finding innovative ways to raise the bar even higher to enhance the customer experience with our industry-leading artificial intelligence (AI). When I was at Postano, I learned about Sprinklr as the most innovative and advanced platform for brands to connect to modern and social platforms.

Artificial Intelligence 91

Artificial Intelligence Sports Social Media Innovation 91

Fonolo

MARCH 25, 2019

VPs & Directors of Web/Social Media. Tobias has over 15 years of experience in customer care technology and the contact center industry with roles spanning engineering, consulting, pre-sales engineering, and product management/marketing. VPs & Directors of Customer Service. The Panelists. Tobias Goebel.

AI 70

AI Artificial Intelligence Contact Center Machine Learning 70

Fonolo

NOVEMBER 22, 2018

VPs & Directors of Web/Social Media. Thomas is an expert in the design of innovative new communications services, particularly in the application of modern Web technologies to extend traditional telecom infrastructures. Who should attend: VPs & Directors of Contact Centers. VPs & Directors of Customer Service.

Customer Service 57

Customer Service Contact Center Social Media Engineering 57

Fonolo

NOVEMBER 1, 2018

VPs & Directors of Web/Social Media. Thomas is an expert in the design of innovative new communications services, particularly in the application of modern Web technologies to extend traditional telecom infrastructures. Who should attend: VPs & Directors of Contact Centers. VPs & Directors of Customer Service.

Customer Service 69

Customer Service Contact Center B2C Social Media 69

Fonolo

JUNE 6, 2019

VPs & Directors of Web/Social Media. Tobias has over 15 years of experience in customer care technology and the contact center industry with roles spanning engineering, consulting, pre-sales engineering, and product management/marketing. VPs & Directors of Customer Service. The Panelists. Tobias Goebel.

Artificial Intelligence 52

Artificial Intelligence AI Contact Center Social Media 52

Intercom, Inc.

OCTOBER 2, 2018

But you also enjoy the serendipity of learning from other disciplines or fields – marketers were curious about how engineers manage time, sales people liked to learn how designers apply psychology. We also have dedicated areas for Engineering and Product & Design. Data visualization of blog user research.

Engineering 162

Engineering Social Media Customer Acquisition Start-ups 162

Fonolo

JULY 28, 2020

A recent Brand Sentiment report by Vesta (formerly Social Media Link) found that 58% of consumers say their view of brands has changed since lockdown began. People look towards large brands to lead innovation during times of crisis. They're looking to brands to innovate us out of the crisis.

Contact Center 128

Contact Center Customer Expectations Social Media Innovation 128

Totango

JANUARY 19, 2022

Bonus points if these examples include working with Product, Sales, Marketing or Engineering teams! There are also tons of Slack channels, social media communities and blogs to help connect you to leaders in the space. Don’t be afraid to reach out to members of the CS industry on LinkedIn to ask for advice.

Start-ups 102

Start-ups Social Media Engineering Education 102

ClientSuccess

JULY 23, 2019

The following lists the top five innovations in customer service those winning brands are adopting. Customer care agents today are crossed-trained for expertise in all customer engagement mediums including social media, email, chat, phone and text. Customer Service Via Social Media. More Attention to Automation.

Social Media 40

Social Media Customer Service Gaming Innovation 40

Fonolo

OCTOBER 30, 2018

VPs & Directors of Web/Social Media. Thomas is an expert in the design of innovative new communications services, particularly in the application of modern Web technologies to extend traditional telecom infrastructures. Who should attend: VPs & Directors of Contact Centers. VPs & Directors of Customer Service.

Customer Service 52

Customer Service Contact Center Engineering B2C 52

InteractionMetrics

JUNE 19, 2023

Before this, products were primarily designed based on whatever the engineering team wanted to build, not what the customer wanted, needed, or was able to use functionally. These five phases don’t necessarily occur in order, and designers and engineers may repeat them until the product is perfect. ” writes Rafał Warniełło.

Customer Loyalty 52

Customer Loyalty CX Net Promoter Score E-commerce 52

Intercom, Inc.

SEPTEMBER 9, 2022

GPT-3 can create human-like text on demand, and DALL-E, a machine learning model that generates images from text prompts, has exploded in popularity on social media, answering the world’s most pressing questions such as, “what would Darth Vader look like ice fishing?” And you don’t need as much hand engineering of features.

Machine Learning 249

Machine Learning ML Unstructured Data AI 249

Confirmit

AUGUST 7, 2019

Confirm supports Market Researchers who are increasingly challenged to mine the wealth of information from multiple feedback channels - including social media, CRM systems and unstructured data sources. Leading MR agencies use the Confirmit Horizons platform as the engine of their business.

Unstructured Data 40

Unstructured Data Sentiment Analysis Social Media Engineering 40

Customer Bliss

MAY 19, 2016

I came to these competencies over 30 years of observing customer-focused growth engines that worked — and many that didn’t work. The goal is to move past that and create an actual engine that drives growth and hits your business goals. It’s not just surveys, but it’s also not just social media.

Customer Experience 68

Customer Experience Social Media Engineering Innovation 68

Logicalware

JULY 26, 2023

Empowered by neural networks, it goes beyond traditional search engines, truly comprehending user queries to provide the most relevant results and even generate new text-based content and images. F Feature engineering: Feature engineering is selecting specific features from raw data so a system knows what to learn when training.

Artificial Intelligence 52

Artificial Intelligence AI Sentiment Analysis Machine Learning 52

Logicalware

SEPTEMBER 1, 2021

Norwegian company Puzzel , an innovative specialist in cloud-based contact centres, has invested heavily in recent years to offer a flexible and scalable online solution to organisations of all types and sizes that want to optimise their customer services and customer experiences. ” Innovative in omnichannel.

Omnichannel 98

Omnichannel Artificial Intelligence Innovation Social Media 98

SurveySensum

NOVEMBER 23, 2023

You will need dedicated NPS software with innovative survey distribution channels, and specific analytic and reporting features to conduct successful NPS surveys. It has innovative branding and customization options. In addition, it lets you track and analyze the customer sentiments shared in reviews and on social media.

NPS 52

NPS Net Promoter Score Sentiment Analysis Social Media 52

Customer Bliss

SEPTEMBER 13, 2016

Some topics I tend to embrace include: Become a Beloved & Prosperous Company that Earns Social Media Raves & Growth. How to Build Your Customer-Driven Growth Engine. Leading Customer Experience Transformation & Innovation. Helping Companies Grow…by Improving Customers’ Lives.

Engineering 0

Engineering Social Media Business Growth Innovation 0

Fonolo

NOVEMBER 21, 2018

They recently acquired Dimelo, a cloud product for managing multi-channel customer communications including SMS, email, social media and chat. VPs & Directors of Web/Social Media. In October, Gartner gave RingCentral the coveted lead spot in the UCaaS Magic Quadrant. Shmunis has a gift for the soundbite. Thomas Howe.

Contact Center 57

Contact Center Social Media Engineering Innovation 57

SurveySensum

FEBRUARY 26, 2024

Employee engagement : Engaged employees are more productive, innovative, and committed to their organizations. This continuous improvement mindset fosters innovation, agility, and resilience. You can directly listen and respond to customers using the Listening engine. How to Choose the Right Employee Pulse Survey Tool?

Text Analytics 52

Text Analytics Close the Loop Actionable Insights Start-ups 52

Fonolo

NOVEMBER 28, 2018

The shared vision there was that a wave of innovation was coming because communication functionality would soon be as easy to access as web functionality (I’ll circle back to “the vision” at the end of this post). VPs & Directors of Web/Social Media. It came on the heels of the “Voice 2.0” movement but with a broader vision.)

Contact Center 67

Contact Center Engineering Social Media Innovation 67

Customer Bliss

OCTOBER 22, 2015

With social media becoming a shiny object, along with a lot of Customer Experience tactics, the tendency is to go out and implement the “wow” moments. Amazon is a reliability engine. Ensure one-company response to performance issue improvements and innovation development. Amazon sold their first book in 1995.

Social Media 68

Social Media Engineering Innovation Customer Experience 68

Return Customer

NOVEMBER 28, 2018

Innovate ways to include other products and solutions in the catalog. The letter was posted to the girl’s mothers’ blog and later went on to become viral hit over social media. An aged British woman thought that every time she searched on Google, someone at Google HQ responded to her request in the form of search engine results.

Customer Service 124

Customer Service E-commerce Social Media Engineering 124

Comm100

NOVEMBER 25, 2020

Much of this speculation revolves around how to use these innovations to enhance customer service efforts, which has become such a crucial component of organizational growth today. Instead, social media, forums, review sites, and communities have all become important parts of the customer service ecosystem.

CRM 52

CRM AI Customer Service ML 52

CommBox

OCTOBER 11, 2021

59% of online purchasers are aware of social commerce. Today, Consumers use a broader range of eCommerce sites, social media platforms and search engines to purchase products and goods. Top 5 eCommerce Shopping trends in 2021. 63% of shoppers who visit Amazon or Walmart.com visit these sites for initial product research.

Sales 52

Sales Omnichannel Social Media Retail 52

Fonolo

NOVEMBER 27, 2018

VPs & Directors of Web/Social Media. Thomas is an expert in the design of innovative new communications services, particularly in the application of modern Web technologies to extend traditional telecom infrastructures. Who should attend: VPs & Directors of Contact Centers. VPs & Directors of Customer Service.

Customer Service 57

Customer Service Contact Center Engineering Hospitality 57

MattsenKumar

MAY 18, 2021

Poor customer experience will do more harm to businesses, hence e-commerce platforms should not shy from investing in CX innovations. What might be an engineering marvel is surely not the ideal platform for customers. Poor Website Design. End-users want platforms to be simple, accessible, and easier memorable. Poor Return Policy.

E-commerce 52

E-commerce Net Promoter Score Engineering Social Media 52

Zendesk

FEBRUARY 21, 2024

Inside sales is the process of selling remotely over various communication channels, like phone , email , messaging , or social media. This type of selling is sometimes referred to as remote sales, virtual sales, or social selling because of the digital focus. They nurture relationships to turn leads into customers.

Sales 52

Sales Social Media CRM B2B 52

ClearAction

OCTOBER 20, 2015

In the mainstream we’ve come to think of customer experience management (CXM) as a way to get customers to do things for us: engage in social media, recommend us, renew their purchase, and expand their purchase. In engineering, my job is to design products better and faster than our competitors do.”. “In

CXM 83

CXM Customer Experience Manufacturing Social Media 83

Customer Service Life

MARCH 5, 2018

This is called innovation, and now we have things like speech analytics and machine learning to kick improvement into hyperdrive. Whether you have cool tools to work with or you’re living in spreadsheets, innovation can still happen when you continuously ask how the customer experience can be improved. Empower your team.

Innovation 60

Innovation Contact Center Machine Learning Social Media 60