Comm100

MARCH 6, 2024

The advent of live chat has revolutionized the customer experience, the agent experience, and overall productivity. This blog will take you through the key live chat advantages and disadvantages that you need to know if you’re considering adopting this solution. The advantages of live chat 1.

AI 90

AI Customer Service Sales Customer Satisfaction 90

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. It offers powerful real-time charts and visualizations of how users interact with digital products. What is Pendo?

Finance 91

Finance Customer Retention Sales Technology 91

Intercom, Inc.

AUGUST 24, 2022

We’re excited to announce that registration is now open for New at Intercom , our virtual fall product launch event which takes place on October 12th, 2022 at 8am PT/4pm BST. That’s not all you’ll experience at New at Intercom. How you can use in-product messaging to uplevel your customer engagement strategy.

Customer Retention 191

Customer Retention Engineering Innovation Event Production 191

Zendesk

FEBRUARY 12, 2024

The acquisition of Klaus is the latest addition to the company’s existing WEM solutions which includes Tymeshift, a modern workforce management tool built exclusively for Zendesk. Zendesk today announced it completed its acquisition of Klaus, the industry leading AI-powered quality management platform.

AI 144

AI Customer Expectations Customer Satisfaction CX 144

Intercom, Inc.

JANUARY 17, 2023

Designing a product is a balancing act. . Some customers want a simple, out-of-the-box solution, but others need customizability – that’s where flexibility comes in. . Opinionated by default and flexible under the hood means our solutions are easy to use out of the box, but can be customized to suit specific needs”.

E-commerce 118

E-commerce Start-ups Education Customer Satisfaction 118

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. Keeping workflows flexible and scalable helps maintain productivity even as business needs evolve.

Omnichannel 52

Omnichannel Social Media Customer Satisfaction AI 52

Lumoa

JANUARY 8, 2024

This is where stepping up to a text analysis software or a comprehensive customer experience platform becomes a big move for your business. Whether it’s a tweet, a customer email, or a product review, text analysis software digs in, using Natural Language Processing (NLP) to identify key phrases and customer sentiments.

Sentiment Analysis 157

Sentiment Analysis Text Analytics Machine Learning ML 157

Intercom, Inc.

MAY 11, 2022

We often fall into the trap of assuming that the more complex a product, the more powerful it is. Keeping things simple leads to solutions that are easier to build and maintain, and more intuitive for our customers. We keep two things in mind when striving to keep our processes and solutions as simple as possible.

Engineering 145

Engineering Start-ups Innovation Technology 145

Customer Think

DECEMBER 30, 2023

Is it the product, an experience, or both? Is a product just a solution, or does it provide a unique experience? As Steve Jobs rightly said, “You need to start with the customer experience and work backward to the technology.” ” Businesses focus on improving the tech behind their product.

Technology 78

Technology Technology Customer Experience 78

Beyond Philosophy

APRIL 11, 2024

The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act. I also appreciate how Boehme’s organization helps its clients grow faster by assisting them to align their customer experiences around the idea of jobs to be done.

Sales 78

Sales Customer Experience 78

Intercom, Inc.

JUNE 9, 2022

Over the last 10 years, we’ve worked hard to develop and iterate on our product principles to codify our approach to decision-making, which has allowed us to consistently build great products at scale. Every so often, we love to take a look at Intercom’s product principles with the brand editor, Niamh O’Connor.

Engineering 138

Engineering Innovation Start-ups Machine Learning 138

TeamSupport

APRIL 12, 2024

From the production of everyday goods to the development of new technology, precision and efficiency are a top priority. Self-service support gives customers the ability to control their experience at their pace, while building a sense of confidence in the brand. Take a product tour or book a demo with us today.

Manufacturing 52

Manufacturing AI Technology Technology 52

CommBox

JANUARY 18, 2024

Here’s what I have learned as a past CPO and current CEO of one of the leading AI-based customer service and engagement solutions in our market to be the foolproof step-by-step journey your business needs to take in order to effectively and easily implement AI. How-to-get-started-with-AI-in-5-simple-steps.by-Dvir-Hoffman-CEO-at-CommBox

AI 98

AI Unstructured Data Engineering CRM 98

ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. Though TechEase was renowned for its innovative products, it was infamous for its lack of customer-centric culture.

Customer Experience 101

Customer Experience Start-ups Customer Feedback Sales 101

Intercom, Inc.

MAY 16, 2022

When we want to discuss problems, imagine new ideas, and brainstorm solutions, it’s best to bring people together – whether in person or virtually. Too often, a discussion can become unfocused, brainstormed solutions end up scattered and lacking direction, or the session devolves into a competition of who can assert their ideas louder.

Start-ups 245

Start-ups Gaming Technology Technology 245

Intercom, Inc.

SEPTEMBER 9, 2022

In today’s episode of Intercom on Product, Paul Adams , our Chief Product Officer, and I sat down with Fergal Reid to talk about the recent buzz surrounding neural networks, how machine learning is powering businesses, and what we can expect from the technology in the next few years. AI has been quite overhyped in the past.

Machine Learning 249

Machine Learning ML Unstructured Data AI 249

Hodusoft

FEBRUARY 4, 2024

Transforming CX: A Glimpse into HoduSoft's Next-Gen Communication Solutions at the Digital CX Summit 2024 In today’s swiftly evolving digital communication landscape, customers have access to more information and options to choose from. As a result, they expect seamless omnichannel experiences.

CX 52

CX Omnichannel Contact Center Social Media 52

Intercom, Inc.

SEPTEMBER 22, 2022

At Intercom, our mission has always been to make internet business personal – and we think the key to creating those personal connections between businesses and customers is to facilitate conversational experiences. This New Wave explores emerging technologies in the Conversation Automation space. Evaluation criteria.

Machine Learning 104

Machine Learning B2B Engineering Technology 104

Lumoa

JULY 17, 2023

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. Seamless experiences 5. Immersive experiences 7.

Customer Experience 83

Customer Experience Artificial Intelligence Omnichannel AI 83

TeamSupport

DECEMBER 8, 2023

While there are many options to choose from, be sure to keep these eight factors in mind before you commit to a solution. Do you need an enterprise solution, or do you have a smaller group that just needs a modern ticketing system to simplify their workflow? Consider the size of your business and your support team.

Artificial Intelligence 105

Artificial Intelligence Omnichannel Social Media AI 105

Zendesk

MARCH 13, 2024

Zendesk announced today that it will acquire Ultimate, an industry-leading provider of service automation, to deliver the most complete AI offering for customer experience (CX) in the market. This acquisition builds on the launch of Zendesk AI , the fastest-adopted product in the company’s history.

AI 138

AI CX Business Growth Innovation 138

TeamSupport

APRIL 17, 2024

As businesses scramble to keep up with growing demands, the right customer support solution becomes a pivotal asset. It's not just about solving customer issues but creating a seamless, responsive, and personalized service experience that can significantly impact your brand's reputation and your bottom line.

Customer Satisfaction 52

Customer Satisfaction CRM Customer Expectations Customer Relationship 52

Totango

NOVEMBER 15, 2023

Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. The best of customer success At Totango, we know just how important it is for customers to receive not only a high-quality product but one that has been thoroughly vetted by their peers.

Outlook 112

Outlook Customer Satisfaction Customer Feedback Gaming 112

Customer Think

JANUARY 6, 2023

Digital transformation is the strategic adoption of various digital technologies, used for improving processes, productivity, enhancing customer care, improving employee experience, managing business risks and helping control costs.

Retail 134

Retail Customer Experience Technology Technology 134

Execs In The Know

FEBRUARY 29, 2024

And if customer experience (CX) transformation is your odyssey, it would serve you well to remember that the journey, if not carefully navigated, can be fraught with tunnel-visioned Cyclops, time-eating Lotus Eaters, and the seductive Siren calls of newly hyped technologies. Consider the employee experience.

CX Transformation 99

CX Transformation CX VOE AI 99

Hodusoft

APRIL 1, 2024

HoduCC Named Category Leader in 2024 GetApp Awards GetApp, a trusted online platform facilitating businesses in selecting the most suitable software solutions, has named HoduCC as one of the recipients in the 2024 GetApp Awards. This not only boosts efficiency but also enhances the overall customer experience.

Contact Center 52

Contact Center Social Media Innovation Customer Satisfaction 52

Totango

SEPTEMBER 22, 2023

We believe these collaborations are cornerstones for enterprises to deliver seamless experiences for their customers and to create the interconnectedness with cross-functional partners and systems needed to drive long-term revenue growth.

Outlook 113

Outlook Innovation Omnichannel Education 113

DMG Consulting

JANUARY 1, 2024

The Report explores how workforce engagement management (WEM) suites are transforming into next-gen platforms that support the increasingly complex and varied requirements of contact centers and all other customer-facing departments that leverage them to improve the customer experience (CX), employee experience (EX), and productivity.

Contact Center 59

Contact Center Artificial Intelligence AI Actionable Insights 59

Helpt

FEBRUARY 2, 2024

You had some issue with a product, you picked up the phone and dialed the customer support line, you explained your situation to the first agent, they didn’t know the answer so they sent you to another agent, you explain the situation again, rinse and repeat until eventually, someone gives you answer.

Customer Satisfaction 97

Customer Satisfaction Actionable Insights Customer Retention Customer Experience 97

ECXO

SEPTEMBER 6, 2023

Join us for an insightful event presented by the European Customer Experience Organization (ECXO) in collaboration with SAS , a leading global analytics software company – Empowering Better Outcomes. But can a Customer Data Platform truly enhance the customer experience? Don’t miss out on this engaging discussion!

Customer Experience 75

Customer Experience Omnichannel CX Innovation 75

Fonolo

MAY 23, 2023

Hyper-personalization in the contact center is a customer experience strategy that uses advanced technologies and data analytics to deliver tailored interactions. The solutions are all based on a customer’s specific preferences, behaviors, and needs. It enables a more precise and relevant customer experience.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

Ameyo Callversations

JANUARY 19, 2022

Contact centers act as a spine of good customer experiences. Any missing part in the contact centers eventually disturbs the overall customer experience. Any missing part in the contact centers eventually disturbs the overall customer experience. Gone are the days when customers wanted a good experience by paying less.

Contact Center 105

Contact Center Touchpoint Social Media Customer Expectations 105

Totango

AUGUST 8, 2021

Your product adoption strategy—the process you follow to ensure your customer is achieving maximum value from their daily use of your product—should be based on solid data and driven by the pursuit of ever-evolving goals. The first step in building strong SaaS customer engagement is understanding the current customer experience.

NPS 118

NPS Customer Experience 118

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. Reviewing your existing CX strategy is a good place to start.

Customer Experience 83

Customer Experience ML Social Media CX 83

Comm100

APRIL 2, 2024

The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement. CSAT measures customer satisfaction with a product, service, or a specific interaction. Now let’s explore how to improve CSAT score with a 6-step strategy.

Customer Satisfaction 89

Customer Satisfaction CRM Actionable Insights Social Media 89

DMG Consulting

MARCH 27, 2024

AI is key to modifying and enhancing WFM solutions to enable them to properly address the needs of advanced contact centers and other operating environments that handle voice and digital synchronous and asynchronous interactions. The Report analyzes WFM market activity and provides 5-year projections.

Contact Center 59

Contact Center Artificial Intelligence Innovation AI 59