CSM Magazine

JANUARY 11, 2023

SelectBlinds has selected Medallia, a customer experience management platform, to help improve and enhance their customers’ experiences. Through continuous customer feedback, we look forward to celebrating every success story and correcting any mistakes we make along the way.

Customer Experience 52

Customer Experience Employee engagement Contact Center Customer Care 52

JustCall

APRIL 5, 2023

In today’s hyper-digital landscape, an omnichannel marketing strategy is crucial to enable businesses to provide their customers with a seamless and personalized experience. Whether online, mobile, social, or in-store, omnichannel marketing helps businesses provide a seamless experience. What Is Omnichannel Marketing?

Marketing 52

Marketing Customer Experience Multichannel Analytics 52

Spearline

MARCH 27, 2023

March 27, 2023 – Cyara , the creator and leader of the Customer Experience (CX) Assurance category, today announced its acquisition of industry-leading global communication testing company Spearline , headquartered in Ireland. This significantly expands Cyara’s global in-country dialing and WebRTC testing and monitoring capabilities.

Customer Experience 52

Customer Experience Chatbots Enterprise Contact Center 52

UJET

JANUARY 9, 2020

Today’s reality is that customer support channels are more than just voice calls, IVR menus, and email. These channels are still popular, but they can also be time-consuming for agents and customers. Native app support reduces friction by allowing important customer information to be shared with agents automatically.

Multichannel 72

Multichannel Customer Experience Brand ambassadors CRM 72

Education Services Group

JANUARY 15, 2021

Customer Success platforms are transforming the way internal and customer-facing teams work efficiently and produce exceptional customer experiences. Now that you have decided to take the plunge and acquire a CS platform, your next steps are data integration and team implementation.

Customer retention 52

Customer retention CRM Feedback Customer Experience 52

Concentrix

JUNE 29, 2021

Golden Bridge Recognizes Concentrix Voice of the Customer Platform for Best New Product Innovation ConcentrixCX, our industry-leading Voice of the Customer (VOC) platform received one of the coveted Golden Bridge Awards, which recognize and honor the world’s best in every major industry in the world.

Customer Experience 62

Customer Experience Enterprise Feedback Management 62

Nicereply

MARCH 25, 2021

Brands that use digital adoption platforms can predict customers’ needs, wants, and best interests as they have access to rich data and useful apps. The reason why so many companies are leveraging digital adoption platforms is simply that the benefits of digital adoption are countless. Make precise personalization.

Customer Experience 52

Customer Experience Entertainment Customer Support Personalization 52

CSM Magazine

APRIL 7, 2022

Sabio Group, the digital customer experience (CX) transformation specialist, is launching a new AI-powered platform aimed at simplifying the management of customer interactions across multiple channels. Those businesses will be aiming to scale more efficiently, whilst maintaining outstanding levels of customer service.

Customer Experience 52

Customer Experience Transportation Virtual Agent APIs 52

UJET

JANUARY 9, 2020

Today’s reality is that customer support channels are more than just voice calls, IVR menus, and email. These channels are still popular, but they can also be time-consuming for agents and customers. Native app support reduces friction by allowing important customer information to be shared with agents automatically.

Multichannel 63

Multichannel Customer Experience Brand ambassadors CRM 63

ViiBE Blog

JUNE 22, 2020

ViiBE’s integration with customer service powerhouse, Zendesk, promises the best remote diagnosis thanks to a live video stream combined with AR and collaborative tools. ViiBE helps companies optimise their customer experience and reduce on-site travels. Companies face some common pain points when providing customer support.

Customer Experience 59

Customer Experience Call Center Sales Customer Support 59

Win the Customer

MARCH 7, 2016

What happened next taught me a great lesson in Customer Experience. Looking back at my experience, I could compare it to the many frustrating occasions where digital platforms damaged my experience instead of enhancing it. Digital platforms are magic… provided they enhance human connections.

Customer Experience 95

Customer Experience Benchmark Surveys CRM 95

LiveVox

JULY 28, 2020

Overview Best Egg is the consumer-lending platform developed and operated by Marlette Funding, LLC, a financial technology provider. Previously, Best Egg had multiple outsourced telephony vendors, each with their own platform, and didn’t have control over how they branded the customer and agent experience.

Customer Experience 52

Customer Experience outsourcing Technology 52

Influitive

SEPTEMBER 1, 2020

Influitive believes it has created a better way for marketers to prospect future customers through its recently launched “Influitive Experience” hub. The platform allows users to conduct “activities” where upon completion they are awarded points. A leaderboard featuring users with […].

Customer advocacy 52

Customer advocacy Best practices Marketing 52

Topdown

APRIL 14, 2016

When building out a customer experience management (CXM or CEM) architecture, you will need to address marketing, commerce and service functions. To do this, you need to determine how, not whether , you will be sharing data and content across your digital experience (DX) platform.

Customer Experience 59

Customer Experience Marketing Personalization Management 59

Eptica

JULY 11, 2018

Date: Wednesday, July 11, 2018 Author: Pauline Ashenden - Marketing Manager How to choose the right customer experience platform for your organization. That’s why organizations switch to a customer experience software platform to underpin CX. Published on: July 11, 2018. What value are they getting?

Customer Experience 51

Customer Experience Average Handle Time Multichannel SaaS 51

CSM Magazine

JUNE 28, 2021

Young people had to face the challenge of gaining school work experience in an era where social distancing and other lockdown rules pose obstacles. For over a decade, the firm has been providing young school leavers with the opportunities to gain work experience under elite level organisations all around the UK.

Customer Service 52

Customer Service Construction Healthcare Marketing 52

ijgolding

JULY 7, 2015

Three enormous organisations who failed to address their ‘burning platforms’ All three organisations suffered from the effect of a radically changing business environment. So just what is a ‘burning platform’? They have not waited for the platform to start burning.

Customer Experience 78

Customer Experience Customer centricity Customer retention 78

Mindtouch

FEBRUARY 12, 2018

MindTouch was recently named a TrustRated Top Rated Customer Experience Management Platforms for 2018. This, of course, is music to our customer-obsessed ears. To learn more about this award, check out the full list of Top Rated Customer Experience Management Platforms of 2018. About TrustRadius.

Customer Experience 59

Customer Experience Management B2B Self service 59

Natalie Petouhof

OCTOBER 11, 2016

Tweet Customer Experience (CX): IOT Platforms are the platforms that make IoT come to life. Because most organizations lack the resources and skills for custom app development, successful projects require development on an IoT platform or solution. Google Cloud Platform IoT  . AWS IoT  .

Customer Experience 49

Customer Experience Engineering Analytics Marketing 49

Creative Virtual

DECEMBER 6, 2018

During a recent webinar with Engage Customer, I shared some of those learnings and took attendees through current industry trends and best practices as well as sharing some new innovations. The orchestration platform is at the heart of creating a seamless and efficient experience.

Customer Experience 40

Customer Experience Virtual Agent Chatbots Best practices 40

ShepHyken

JULY 19, 2022

Employing Brand Advocates to Improve Customer Experience. Shep Hyken interviews Megan Neale, Co-founder and COO of Limitless , a Gig CX platform that empowers people to earn money by providing brilliant customer service. Some customers answer questions on forums for free just because they enjoy doing it.

Contact Center 313

Contact Center Customer Support Customer Service Customer Experience 313

Relay Blog

MARCH 8, 2019

The post Unified Payments Selects Relay as Ecosystem Engagement Platform to Transform Customer Experiences appeared first on Relay. MARCH 08, 2019 Boomtown, a provider of modern, AI-powered technology support software and services today.

Customer Experience 40

Customer Experience Technology 40

ShepHyken

JANUARY 8, 2024

What types of customer support tickets can be automated with the help of AI? How are large companies incorporating AI into their customer support platforms? What is the impact of AI automating simpler customer support tasks? How can AI help agents focus on high-value tasks in customer service?

Customer Support 201

Customer Support Technology Customer Service Customer Experience 201

Clarabridge

DECEMBER 2, 2015

There are two things to keep in mind about customer experience management (CEM): It is very important, and it is very hard to get right. CEM is the collection of processes a company uses to track, oversee, and organize every interaction between a customer and the organization throughout the customer lifecycle.

Customer Experience 40

Customer Experience Management Journey mapping Feedback 40

ShepHyken

AUGUST 27, 2021

He writes about how customer experience can determine the lifeline of a business. It is the volume of customers that makes the difference to a considerable extent. Hence, customer satisfaction has become a very important factor for the sustainability of a business. Customer experience leads to customer satisfaction .

Customer Experience 380

Customer Experience Technical Support Finance Customer advocacy 380

TechSee

AUGUST 10, 2023

TechSee’s visual automation platform uses computer artificial intelligence (AI) and augmented reality (AR) to enhance customer and contact center engagements. TechSee’s Computer Vision AI and AR can improve issues facing customer contact centers around first-call resolution, average handling times, and truck roll avoidance.

Average Handle Time 206

Average Handle Time Interactive Voice Response First call resolution Cloud contact 206

Eptica

MAY 24, 2017

“Gartner award demonstrates our position as a leader of digital customer engagement platforms for the digital customer experience””, Olivier Njamfa, CEO. Artificial intelligence is becoming central to customer experience. Published on: May 24, 2017. What is the scope of the Magic Quadrant?

Customer Experience 48

Customer Experience Self service Best practices CRM 48

Lumoa

JANUARY 8, 2024

AI tools are changing the way we analyze customer feedback. This is where stepping up to a text analysis software or a comprehensive customer experience platform becomes a big move for your business. Think about all the customer feedback we see – tweets, reviews, comments, surveys. Their customers?

Feedback 157

Feedback Analytics Multichannel Surveys 157

TechSee

JUNE 29, 2023

AI is rapidly becoming a critical tool in customer service. AI will streamline, augment and, in many cases, automate the customer experience and improve customer satisfaction. AI in Customer Service will reduce customer wait times and improve overall efficiency.

Chatbots 202

Chatbots Customer Service Wait times APIs 202

Connect First

MAY 4, 2017

How Websites Built to Enhance the Customer Experience Lead to Business Success. The rapid growth of internet usage and reliance has permanently changed the landscape and outline of business success. As of 2016, there were approximately 3.5 billion internet users worldwide, increasing from 2.21 billion in 2015.

Customer Experience 40

Customer Experience Technology 40