Totango

FEBRUARY 23, 2024

The elusive C-suite is a powerful and exciting place to be. Among her first initiatives, she combined two separate marketing teams into one cohesive unit. It’s a difficult level to reach and perhaps even more difficult to remain at – especially in the role of a Chief Marketing Officer (CMO). years on average.

Start-ups 100

Start-ups Business Growth Sales 100

Inside Customer Service

JUNE 3, 2021

Leverage is power. In customer service, it's the power to set the terms of the relationship, such as when a service will be performed, how much it will cost, and whether you have to be nice. Culturally, people assume the customer always has the power (at least in the United States). You can find past updates here.

Transportation 231

Transportation Start-ups Customer Service Sales 231

Aquire

JULY 16, 2021

United Airlines has soared to new heights with its Agent on Demand customer service platform — providing fliers with easy, contact-free access to real-time information and support. This innovative technology dramatically enhances our excellent customer service delivery tools as United customers fly our global network.

Technology 52

Technology Technology Transportation Innovation 52

The Customer Service Blog

APRIL 12, 2024

Dedicated facial recognition units will be used in high streets to catch perpetrators and prevent shoplifting. So what does the Labour Party propose to do if they win power? So what does the Labour Party propose to do if they win power? The new offence will carry a maximum sentence of six months in prison.

Government 52

Government Retail Technology Technology 52

VOZIQ

APRIL 15, 2024

VOZIQ AI’s AI Center of Excellence (ACE) to work as an extension of the Hawx team to manage the AI solution, improve the retention metrics and grow business value by improving customer lifetime value. We are happy to see that the VOZIQ AI team implemented the AI solution within 90 days from the day we shared data from our data warehouse.

AI 52

AI Customer Loyalty Artificial Intelligence Machine Learning 52

Execs In The Know

MARCH 13, 2023

She spoke about the power of customer obsession and why brands need to be laser-focused on meeting the needs, wants, and desires of its customers at every touchpoint, from the moment a customer first discovers the brand to the point of purchase and beyond. “Our core values unite the brand and align around customer success.”

Transportation 88

Transportation Non-Profits Sports Hospitality 88

Logicalware

FEBRUARY 18, 2024

The Royal Borough of Kingston Council , serving the vast community of Kingston Upon Thames in Greater London, stands as a pivotal local authority among the 32 borough councils in the United Kingdom’s capital city. Our old telephony system was unstable and unreliable. We saw the value in Puzzel straight away.

Government 59

Government Omnichannel AI Touchpoint 59

Aquire

MAY 24, 2021

There’s no two ways about it: COVID-19 has thrown the travel and airline industry into disarray like never before. According to the International Air Transport Association, demand for air travel decreased by 65.9 percent in 2020, compared to 2019. For those who were still flying, the air travel experience was more turbulent than ever before.

Customer Service 105

Customer Service Net Promoter Score Social Media Omnichannel 105

Beyond Philosophy

MAY 9, 2024

A Master Class: Unlocking The Psychology of Customer Experience Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: This issue is the first in an eight-part series to explore customer behavior and the psychology driving it.

Start-ups 78

Start-ups Customer Experience Sales 78

Shep Hyken

JANUARY 5, 2022

Recently, some severe tornados caused death and destruction throughout certain parts of the United States. I love to receive great examples of outstanding customer service. I’m always on the lookout for great stories, whether I personally experience them, or they are sent in by our followers. Warmest regards, Rachel & Harper.

Customer Experience 145

Customer Experience Touchpoint Customer Service Sales 145

Zendesk

DECEMBER 16, 2021

Pipedrive (Support) is a powerful sales CRM and pipeline management software. Here are the newest integrations from Zendesk to help your team provide great experiences. Convey by Project 44 eliminates data blind spots, offering a more comprehensive view into your network so you can show your customers that you have their back. Sentiment AI.

Machine Learning 96

Machine Learning AI Sales CRM 96

Customer Think

SEPTEMBER 15, 2021

million Playstation 4 units before it even launched – testament to the power of such a sales plan. Are you launching a new product or business? You may be overlooking a highly beneficial sales technique: the pre-order sales strategy. The pre-order sales strategy is what helped Sony to sell 1.5

Sales 70

Sales 70

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Totango

JUNE 15, 2022

You need a solution that unites your teams around digital touchpoints, customer health data and analytics, and powerful automation technologies. You need a solution that unites your teams around digital touchpoints, customer health data and analytics, and powerful automation technologies.

Touchpoint 98

Touchpoint Start-ups NPS CRM 98

Zendesk

JULY 12, 2023

Mishra contends that one of the most powerful applications for AI will be in helping businesses make use of the mountains of customer data they already have but struggle to process. For example, he suggests that a simple chat interface powered by AI will enable users to hit the ground running with software that once took many hours to master.

AI 52

AI ML Artificial Intelligence Machine Learning 52

Zendesk

AUGUST 19, 2022

In 2008, the UN General Assembly designated this date—August 19—as World Humanitarian Day (WHD) to commemorate aid workers who have lost their lives in the line of duty. The year 2022 has been especially trying for our community of aid workers, and in many ways, a litmus test of our global solidarity. Using technology to alleviate human suffering.

Legal 52

Legal Technology Technology Start-ups 52

Intercom, Inc.

OCTOBER 22, 2020

As the Chief Experience Officer at Officium Labs and the co-founder of CX Accelerator , a virtual community for customer experience professionals, Nate has over a decade’s experience helping business leaders and employees create powerful end-to-end customer journeys. times more revenue than their competitors. Strategy and leadership.

CX 218

CX Voice of the Customer Sentiment Analysis Close the Loop 218

Intercom, Inc.

DECEMBER 12, 2019

Vidyard co-founder and CEO Michael Litt chatted to Intercom’s EMEA Sales Manager Ciaran Nolan about how Vidyard flipped the freemium model on its head, why moving downmarket might be the answer to accelerated growth, and how to build a multi-million dollar business unit – overnight. Vidyard did the opposite. Their philosophy?

Sales 169

Sales Start-ups Customer Acquisition Compliance 169

Logicalware

AUGUST 16, 2023

One such innovation is Puzzel’s AI-powered Co-pilot for agents and admins. One such innovation is Puzzel’s AI-powered Co-pilot for agents and admins. Puzzel’s generative AI-powered Co-pilot tool offers comprehensive support to bot administrators, assisting them in a host of tasks.

Artificial Intelligence 52

Artificial Intelligence AI Innovation Customer Satisfaction 52

Uniphore

NOVEMBER 16, 2021

Keeping the Human Touch A new report by the Economist Intelligence Unit reveals that four in five bankers (81%) believe that financial institutions will seek to differentiate themselves on customer experience rather than on their products in the next four years. And shift we did. The customer experience has shifted to the contact center.

Net Promoter Score 130

Net Promoter Score Contact Center Artificial Intelligence NPS 130

The Customer Service Blog

MAY 8, 2023

It will also strengthen the power of the Competition and Market Authority to crack down on unfair practices. It will set rules that will prevent firms with Strategic Market Status from using their size and power to limit digital innovation or market access - ensuring the UK remains a highly attractive place to invest and do business for all.

Legal 52

Legal Innovation 52

Zendesk

MARCH 29, 2023

Spring ACT: Giving a voice to domestic abuse survivors According to the National Coalition Against Domestic Violence , nearly 20 people per minute are physically abused by a partner in the United States, and more than 20,000 phone calls are placed to domestic violence hotlines nationwide daily. And Sophia the chatbot was born.

Government 98

Government Start-ups Education Technology 98

Intercom, Inc.

DECEMBER 28, 2022

Well that was quite the year. We’ve made it to the end of 2022 – 12 months in which everything changed for the tech industry. After booming for the best part of two decades, a number of factors coincided to transform the SaaS landscape and tech more broadly. Zara Burke , Principal Editor. Emojis are online communication gold.

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

Uniphore

JUNE 10, 2021

While numbers, like Average Handle Time (AHT), are convenient units of measurement, they make poor coaching tools, offering little actionable advice and alienating agents who feel they’re being “set up to fail.” Why then do so many call centers struggle to convert coaching into real, measurable results? Smarter Coaching Is A Smart Investment.

Contact Center 147

Contact Center AI NPS Technology 147

Logicalware

AUGUST 9, 2023

And it’s no wonder, considering that clever AI deployment can help organisations power intelligent customer experiences, automation and optimisation, revolutionising their ability to deliver timely and relevant customer experiences. For the last few years, AI has been a hot topic, no matter your industry or business goals.

Innovation 52

Innovation AI Customer Experience Case Management 52

Logicalware

MAY 22, 2023

The core functionality is the intelligent dialler, which is available in four modes to adapt to the sales team’s needs: power, progressive, predictive and smart. The core functionality is the intelligent dialler, which is available in four modes to adapt to the sales team’s needs: power, progressive, predictive and smart.

Sales 52

Sales CRM Customer Survey 52

Zendesk

MARCH 6, 2023

Many of the events over the past year were historic, especially for Black Americans. From Ketanji Brown Jackson becoming the first Black woman to serve as a justice of the U.S. Supreme Court, to the killers of Ahmaud Arbery and George Floyd being convicted, to Maya Angelou becoming the first Black woman on the U.S.

Education 105

Education 105

Customer Bliss

AUGUST 30, 2021

The power of what Indra Nooyi does, and the power of all beloved companies , is that they find people whose upbringing and values align to what they want their company to stand for. A little while after Indra Nooyi was named the CEO of PepsiCo, she traveled home to India to visit her mother. Click To Tweet. Show Humanity at Work.

Start-ups 124

Start-ups CX Technology Technology 124

Logicalware

NOVEMBER 23, 2023

The potential of AI as a productivity booster extends beyond individual applications; it has the power to reshape how we work, collaborate, and make decisions across diverse industries. Delving into the technicalities, he unveils the power of Large Language Models (LLMs). AI is not a passing trend; it’s here to stay.

AI 52

AI Artificial Intelligence Sentiment Analysis Innovation 52

Win the Customer

SEPTEMBER 7, 2023

One powerful tool that can aid in this endeavor is the McKinsey Matrix, a strategic framework originally developed for portfolio analysis. High market attractiveness would represent segments with substantial growth potential and substantial purchasing power. Application of McKinsey Matrix to Customer Experience A.

Customer Experience 59

Customer Experience Innovation Customer Satisfaction Customer Service 59

Zendesk

OCTOBER 2, 2023

Significant advances in technology gave us more powerful threat defenses. This year marks the 20th anniversary of Cybersecurity Awareness Month. A lot has happened since government and industry first came together to raise awareness about cybersecurity. So, why is it called zero-day? But what exactly is an attack surface?

Engineering 87

Engineering Construction Government Start-ups 87

Logicalware

NOVEMBER 21, 2023

At Puzzel’s annual event, Elevate ‘23, artificial intelligence took centre stage. Shedding light on one of this year’s hottest topics, we brought together industry experts to explore the profound impact AI has on the world of customer experience. Among these experts was Zack Kass, AI Futurist and former GTM leader at OpenAI.

Artificial Intelligence 59

Artificial Intelligence AI Construction Technology 59

Shep Hyken

AUGUST 13, 2021

Social media is a powerful tool that can encourage customers to acknowledge a job well done. It is therefore a powerful tool that can be used to build reputations and break reputations. . He writes about how successful, global brands use social media to deliver outstanding customer service experiences. KFC – #KFCCrisis.

Social Media 129

Social Media Customer Experience Non-Profits Omnichannel 129

Intercom, Inc.

JANUARY 24, 2023

The Intercom Messenger before reinvention Product We had compelling ideas for powerful new features, but our information architecture and card-based navigation were not set up to house them. At Intercom, we’ve reinvented different parts of our product many times over the years – most recently, our Messenger. Here’s how we did it.

Start-ups 118

Start-ups ML Sales 118

Fonolo

MAY 8, 2019

This week, Fonolo’s Digital Marketing Manager describes his interaction with United Airline’s pre-flight customer service. While United Airlines is certainly guilty of customer service transgressions ( broken guitars and lost children to name a few), a recent United Airlines experience highlights the power of going a little further.

Customer Service 57

Customer Service Contact Center Customer Relationship Customer Experience 57

Logicalware

APRIL 27, 2023

Building a data-driven customer experience means following your customers during their journey and analysing the insightful traces they leave behind – to understand what you can do better or differently. Valuable insights on your customers are key to improving contact centre performance and customer satisfaction. What are the challenges?

Actionable Insights 52

Actionable Insights NPS CX Voice of the Customer 52

Logicalware

DECEMBER 13, 2022

Launched our new AI-powered CCaaS packages calibrated for current trends in customer behaviour and a changing industry landscape. In his End of Year Message, Puzzel CEO Frederic Laziou reflects on how 2022 redefined customer engagement. What a year (again)! As 2022 draws to a close, I want to share a few observations and reflections.

Touchpoint 97

Touchpoint Technology Technology Innovation 97