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Winning with digital: A CX Moment with The New York Times

Zendesk

Since its launch in 1996, The New York Times website, nytimes.com , has evolved from a basic retread of the print edition to a dynamic digital hub where millions of readers get breaking news, recipe ideas, and their daily Wordle fix. The New York Times has traditionally relied on outsourced customer support.

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Fortune and Great Place to Work® name Sprinklr one of the 2021 Best Workplaces in New York™

Sprinklr

I am thrilled to celebrate with all of our employees, customers, and partners around the world that today Sprinklr was named to the 2021 Fortune Best Workplaces in New York list! The honor is that much more special to us given that Sprinklr is a global company with our headquarters based in New York City. As Michael C.

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New York Times Op-Ed Mentions Containment Rate

Fonolo

So, you can imagine my delight to see “containment rate” mentioned in a New York Times Op-Ed last week! Containment rate is a well-established performance metric in the customer service world, but not as well-known as NPS or hold time. I would say it’s on the “wonkish” side as far as metrics go.

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Mini Confirmites Join the New York Office

Confirmit

We will be welcoming 14 Mini-Confirmites to the New York City office. No, there isn’t any construction going on (that was completed last summer), and there aren’t any big meetings happening. For the first time in Confirmit’s 20 year history, we will be observing Take Our Daughters And Sons To Work Day.

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20 Years, 20 Stories: 2015 – New York, Teamwork and Snacks

Confirmit

I’m based in the New York office and this year we had a pretty big facelift in the office which has really transformed the place. The New York office is a great place to be based, and not only because of the fabulous range of snacks in the kitchen that our receptionist, Tia, keeps us stocked up with.

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ENGINEER, CAN YOU HEAR THE CUSTOMER HEARTBEAT?

Futurelab

A top practice in New York installed the machine and gave DVDs with scans to the expecting mothers. For example, the latest prenatal 3D-imaging device failed to sell to reproductive health doctors who thought their 2D machines did the job just fine. But a licensing company in the US managed to achieve major success with it.

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NGDATA Joins the Jack Henry™ Vendor Integration Program

NGDATA

New York, New York, October 10, 2023 – NGDATA, a leading global digital experience company, today announced that it has joined the Jack Henry™ Vendor Integration Program (VIP).

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