Fonolo

APRIL 1, 2021

This year, Jeremy says that the biggest overarching trend he’s seen is focus on the employee experience and how we treat agents and other staff members who have shifted to remote work. AI is another big topic — specifically, how new technology in this space can help contact centers create a seamless customer support journey.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

CX Global Media

JULY 9, 2019

If you seek to make a great impact in employee engagement, this is one place where you’d want to invest in increasing your knowledge. Many organizations attempt to focus on the customer experience while neglecting to focus on their own employee experience. Kelli’s ultimate passion comes in employee development.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

Creative Virtual

JUNE 22, 2020

When I first founded Creative Virtual in late 2003, chatbot and virtual agent technology was still very new in the customer service space. It’s been exciting to lead a company that’s instrumental in advancing the technology and its applications for customer and employee engagement.

Personalization 52

Personalization Virtual Agent Chatbots Employee engagement 52

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98