Cyara
NOVEMBER 2, 2023
Our expectations for services and the customer journey we experience have changed a lot over the past number of years. We now expect these services much more quickly.
Beyond Philosophy
NOVEMBER 2, 2023
Stanford Professor Itamar Simonson is very clever. He brought snacks to class for his students. However, he wasn’t just being cool; he used them for research. Professor Simonson learned that sometimes, we don’t want to make a choice or at least not a new one. Once we settle on an option, we stick with it if we must make the same one again.
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ShepHyken
NOVEMBER 2, 2023
This week, we feature an article by Jessica Collier, VP of Growth Marketing at Assembly Software. She writes about how you can align customer service and sales in your organization. More often than not, when we think of customer service, we tend to picture post-purchase tasks and activities, such as returns, refunds, exchanges, delivery information, and the like.
24-7 InTouch
NOVEMBER 2, 2023
Winnipeg, MB – November 2, 2023 – IntouchCX, a global leader in contact center and technology solutions, has announced the appointment of Mitul Kotecha and Shane Kozlowich as its new Co-Chief Executive Officers. Kotecha and Kozlowich, who have both been with the company for over a decade, bring a wealth of experience to the role. This leadership change follows Greg Fettes’ immediate transition from Chief Executive Officer to his new role as Executive Chairman of IntouchCX and Laivly,
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
AWS Machine Learning
NOVEMBER 2, 2023
Recently, teachers and institutions have looked for different ways to incorporate artificial intelligence (AI) into their curriculums, whether it be teaching about machine learning (ML) or incorporating it into creating lesson plans, grading, or other educational applications. Generative AI models, in particular large language models (LLMs), have dramatically sped up AI’s impact on education.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
LiveVox
NOVEMBER 2, 2023
In the landscape of Artificial Intelligence (AI), ChatGPT emerged as a transformative force that is reshaping how businesses engage with customers and optimize their contact center operations. But what kind of AI is ChatGPT? In this comprehensive guide, we’ll dive into the specifics of ChatGPT, its capabilities, and how it can be harnessed to elevate […] The post Exploring OpenAI’s ChatGPT: Uses For Customer Experience and Contact Center Operations appeared first on LiveVox.
Cisco - Contact Center
NOVEMBER 2, 2023
In just a few days, we’ll be together for Cisco Partner Summit 2023, in-person in Miami Beach and digitally, November 7-8.
kommunicate
NOVEMBER 2, 2023
Last Updated on November 3, 2023 We all know how chatbots are powerful virtual agents that can help you in a myriad of tasks, including automating customer support, answering FAQs, etc. We have also seen how CRM systems can help you grow your business swiftly, and how a powerful synergy of CRMs and Chatbots can [.] The post Convert your Salesforce FAQ into a Chatbot appeared first on Kommunicate Blog.
Cisco - Contact Center
NOVEMBER 2, 2023
I think about mental health a lot. It’s funny – you don’t think about it at all until it starts failing you. Then, it’s pretty much all you can think about.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
SoliCall
NOVEMBER 2, 2023
Remote work has become increasingly common during the COVID pandemic but also afterwards. It goes without saying that technology is the key enabler for this phenomenon. For example, fast internet access and SAAS solutions make remote work very similar to work in the office. In addition, in the last few years, AI-powered tools became invaluable in enhancing the productivity of remote workers.
Cisco - Contact Center
NOVEMBER 2, 2023
Cisco Full-Stack Observability solves the modern downtime dichotomy where IT teams are running blind to the end user experience.
Concentrix
NOVEMBER 2, 2023
Implementing the latest brand loyalty strategies can take you one step closer to achieving brand love with your customers. Here's how.
Vistio
NOVEMBER 2, 2023
By Tom Benton, Vistio Head of Operations Here at Vistio, we’ve always been focused on building technology that helps contact centers get the most out of their agents. Obviously, the job of an agent is very difficult, and we’ve found in our decades of experience working with contact centers, that by improving the training agents receive, and then providing real-time on-the-job assistance, you can significantly reduce the stress and frustration agents feel while simultaneously improving the
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Concentrix
NOVEMBER 2, 2023
Implementing the latest brand loyalty strategies can take you one step closer to achieving brand love with your customers. Here's how.
Vistio
NOVEMBER 2, 2023
Whether you’re creating a customer journey map or leading a customer experience transformation, you can’t do it alone. You need other people to buy-in and take action on your CX initiatives to achieve your CX vision.
Genroe
NOVEMBER 2, 2023
"Discover why AI-driven chat tools are making FAQs obsolete and transforming customer service for the better. Embrace the future of support now! The post Why Generative AI Chat Has Replaced FAQs appeared first on Genroe | Customer Experience | Net Promoter Score.
CSM Magazine
NOVEMBER 2, 2023
Miami and Palo Alto, Foundever a global leader in the customer experience (CX) industry, has announced a new strategic partnership with Zenarate, the leading AI Simulation Training solution for customer-facing agents. The two organizations seek to leverage state-of-the-art technology to transform employee training within the customer experience industry.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
Cisco - Contact Center
NOVEMBER 2, 2023
St. Louis CITY SC could hardly have asked for a more picture-perfect inaugural season — a first-place finish in the Western Conference and the top seed in the 2023 MLS Cup Playoffs.
CSM Magazine
NOVEMBER 2, 2023
Lesley Avinou, Group Director of Client Partnerships, Sigma Connected Business outsourcing provider Sigma Connected has announced the appointment of Lesley Avinou into the newly-created role of Group Director of Client Partnerships. In her new role, customer experience expert Lesley Avinou will lead the evolution of client relationship management across all locations including UK, Australia and USA.
Cisco - Contact Center
NOVEMBER 2, 2023
To celebrate Hispanic Heritage Month, Cindy Valladares and Laura Elena Garza discussed their experiences as Latinas in tech.
CSM Magazine
NOVEMBER 2, 2023
In today’s competitive business landscape, the quality of customer service can be the differentiator between a company that thrives and one that struggles to retain its clientele. For those armed with a Bachelor of Science in Communication, the tools and insights they’ve gained can be invaluable for revolutionizing the customer service arena.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
AWS Machine Learning
NOVEMBER 2, 2023
Amazon SageMaker Canvas now supports deploying machine learning (ML) models to real-time inferencing endpoints, allowing you take your ML models to production and drive action based on ML-powered insights. SageMaker Canvas is a no-code workspace that enables analysts and citizen data scientists to generate accurate ML predictions for their business needs.
Balto
NOVEMBER 2, 2023
Modern enterprise contact center solutions utilize Artificial Intelligence (AI) and Machine Learning (ML) to identify customer pain points, the causes of low scores, and why your customers aren’t satisfied with their experience with your company. They also provide you with actionable insights that drive your decision-making and help you build a customer-first culture in your contact center.
Nicereply
NOVEMBER 2, 2023
Response bias can cloud our view of genuine feedback. To make informed decisions, we must look beyond the distortion and truly hear our customers. One of the main challenges in creating effective surveys is identifying and eliminating potential response bias questions and ensuring genuine and candid responses from participants. Understanding response bias psychology is crucial for marketers, as it highlights the underlying motivations and cognitive processes that can skew survey data.
Hodusoft
NOVEMBER 2, 2023
How Multi-Tenant PBX Systems Are Useful for UCaaS Service Providers The advent of multi-tenant PBX systems has revolutionized Unified Communications as a Service (UCaaS) space. As per a GlobeNewswire report , the multi-tenant UCaaS market is projected to grow almost 20 percent through 2030 because of the rapid adoption of remote working. At HoduSoft, we have years of experience and proven track record of providing multi-tenant PBX systems to UCaaS service providers.
Speaker: Dave Seaton, CEO of Seaton CX
Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.
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