ChurnZero

AUGUST 11, 2020

But as the initial wave of the pandemic winds down and everyone prepares for the impending next wave, there is rising uncertainty for businesses around what that next wave will look like and how it will impact them. This article shares three successful approaches B2B SaaS companies took to retain customers in the first wave.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

Beyond Philosophy

DECEMBER 21, 2023

If we look back, technology rolls like a wave through a lot of industries. Now, in the instance of an AI wave over the market research field, it could be that some jobs go away in traditional customer market research but new ones spring up in the new industry boom. After it recedes, some industries have gone away while others boom.

Customer centricity 221

Customer centricity Marketing Chatbots Education 221

Concentrix

MARCH 20, 2023

We are pleased to be named a Strong Performer in the Forrester Wave™: Customer Feedback Management, Q1 2023.

Feedback 54

Feedback Management 54

Inbenta

JULY 24, 2020

The post GPT-3: A Tidal Wave of Hype appeared first on Inbenta. Would you like to know more about how the Inbenta Customer Interaction Management Platform powered by Symbolic AI and NLP could help supercharge your consumer interactions? Let’s get in touch.

Technology 98

Technology Management 98

Concentrix

FEBRUARY 24, 2020

The post Forrester Wave™: Customer Feedback Management Platforms, Q1 2020 appeared first on Concentrix. Concentrix is recognized by Forrester as a Strong Performer for its VOC solution.

Feedback 62

Feedback Management 62

Concentrix

JANUARY 6, 2023

Discover what Our Inclusion in “The Forrester Wave™: Customer Experience Strategy Consulting Practices, Q4 2022” means for us.

Consulting 62

Consulting Consulting Customer Experience 62

Customercount

SEPTEMBER 15, 2019

Continue reading → The post Enterprise Feedback Management – The New Wave appeared first on CustomerCount. Enterprise feedback management is core to helping supporting organizations focus upon and achieve their strategic goals and priorities.

Enterprise 61

Enterprise Feedback Management 61

Callminer

AUGUST 15, 2023

Forrester Research has named CallMiner the Leader in The Forrester Wave™: Conversation Intelligence for Customer Service, Q3 2023 report, receiving top scores in current offering and strategy.

Customer Service 182

Customer Service 182

NICE inContact

JANUARY 21, 2019

In our last blog article on the recent report, The Forrester Wave : Cloud Contact Centers, Q3 2018 , we highlighted the independent research group’s 32-point evaluation methodology and the depth and breadth of criteria asked of each vendor reviewed. Download the full Forrester Wave report here. Proof in action.

Cloud contact 54

Cloud contact Contact Center Analytics Marketing 54

Cisco - Contact Center

NOVEMBER 9, 2023

Today, we’re thrilled to present several game-changing initiatives geared towards driving greater partner profitability, enhancing your customer engagement, and fortifying our shared commitment to… Read more on Cisco Blogs

Enterprise 85

Enterprise 85

Beyond Philosophy

JULY 13, 2023

Customer Science Can Help You might recall that I have talked about how Customer Experience is retreating as a wave of change and becoming part of business as usual. So, AI is an integral part of the next big wave of change. The result of the setup is the equivalent of the answer 42. Two ways of developing AI can help.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

Beyond Philosophy

JANUARY 27, 2022

The next wave of business change is Customer Science. However, if you miss this next new wave of change, you could be in danger of repeating the same mistakes you did last year and the year before that. . As the new wave of Customer Science comes in, the old tide of Customer Experience (CX) is receding. It comes down to change.

CRM 195

CRM Consulting Consulting Quality management 195

Totango

JANUARY 22, 2018

The first wave of speakers has been announced and the experience and CS knowledge they bring to #CSSummit18 is priceless. Here are a few of our first wave speakers you don’t want to miss: Nicolle Paradise. Stay tuned for the announcement of our #CSSummit18 agenda later this week including the next wave of speakers.

Consulting 76

Consulting Consulting Education Best practices 76

NICE inContact

JANUARY 7, 2019

If you’re looking for help in deciphering the strengths and weaknesses of the industry’s most notable cloud contact center providers, you’ll want to put The Forrester Wave : Cloud Contact Centers, Q3 2018 at the top of your reading list. Next Time: How can the Forrester Wave directly impact your RFP/RFI quality?

Cloud contact 48

Cloud contact Contact Center Education Enterprise 48

ConvergeOne

DECEMBER 3, 2019

At ConvergeOne, every collaboration engagement follows the WAVES Methodology. The first step is a Workshop that helps our customers take an “outside-in” view of their environment.

Customer Experience 59

Customer Experience 59

CSM Magazine

MARCH 13, 2023

Well, for all the positive steps that AI has made in the contact centre, we’ve yet to experience the productivity wave that everyone was expecting. It’s brilliant to see concepts that we’ve been talking about for years, such as advisor and employee assistance, coming to life through the likes of Einstein GPT.

CRM 52

CRM Technology Consulting Consulting 52

ShepHyken

MAY 30, 2023

Following that, he introduced segments of the following songs: Walking On Sunshine by Katrina and the Waves Tiny Dancer by Elton John Footloose by Kenny Loggins Get On Your Feet by Gloria Estefan Back On My Feet Again by The Babys And many more! During the call, the patient can hit the “0” button and leave a voicemail.

Wait times 380

Wait times Marketing Customer Experience Customer Service 380

NICE inContact

JANUARY 15, 2019

In the case of Forrester Research and the Forrester Wave for Cloud Contact Centers, Q3 2018 , I think you’ll find all these boxes clearly checked. Per the Forrester Wave report: “Current offering. By consulting the Forrester Wave report, you’ll find a plethora of insights to help streamline your RFI decisions from the outset.

Cloud contact 48

Cloud contact Contact Center Analytics CRM 48

Mindtouch

SEPTEMBER 26, 2016

This week’s topic is Analytics Cloud (Wave), a recently introduced business intelligence cloud that provides a cohesive view into all of your other Salesforce Clouds. But it takes adapting the suggestions in the previous articles in order to see the results in Wave that translate into seriously game-changing insights across the company.

Analytics 59

Analytics Big data Customer Experience Sales 59

Win the Customer

MARCH 14, 2016

The post Unexpected User Experience Behavioral Trends Making Waves appeared first on Win the Customer! Understanding that mobile apps are now a shopping companion for end users, retailers have started creating a precedent by developing and marketing mobile apps that synchronize with the needs of shoppers migrating from desktop to mobile.

Marketing 104

Marketing Sales Analytics Customer Service 104

Ian Jacobs

JUNE 28, 2018

The recently published report, “The Forrester New Wave™: AI-Fueled Speech Analytics Solutions, Q2 2018” report identified the 11 most significant players in this market: Aspect, CallMiner, Clarabridge, Cogito, Genesys, Invoca, Mattersight, NICE, OpenText, Tethr, and Verint.

Analytics 67

Analytics Marketing 67

Beyond Philosophy

JANUARY 12, 2022

Before the Customer Experience movement, the significant wave of change with business was Customer Relationship Management (CRM), and before that, it was Total Quality Management (TQM). . The GroupBy platform allows us to change how we interact with customers using this next wave of proactive experiences. Will you be ready? .

CRM 348

CRM Technology Personalization Contact Center 348

ConvergeOne

JULY 30, 2020

Effective communication is a continual challenge for healthcare providers. Communication challenges amongst patients, payers, and providers are frequently linked to inefficiencies that result in unnecessary costs, care delivery errors, and of course negative patient outcomes.

Healthcare 61

Healthcare Enterprise 61

Nuance

JUNE 11, 2019

Our mission since inception has been to change the way humans and machines […] The post Nuance named leader in 2019 Forrester Wave: Conversational AI for Customer Service appeared first on What’s next. This is a summary. Visit Nuance's What's next blog to see the full content.

Customer Service 53

Customer Service Customer Experience 53

Totango

JANUARY 22, 2018

The first wave of speakers has been announced and the experience and CS knowledge they bring to #CSSummit18 is priceless. Here are a few of our first wave speakers you don’t want to miss: Nicolle Paradise. Stay tuned for the announcement of our #CSSummit18 agenda later this week including the next wave of speakers.

Consulting 48

Consulting Consulting Education Best practices 48

Natalie Petouhof

SEPTEMBER 1, 2015

last year, Salesforce launched Analytics Cloud, powered by the Wave Platform, to reimagine the entire analytics process end-to-end, and empower business users to explore any data and uncover new insights on any device. And earlier this year, Salesforce expanded its Analytics Cloud portfolio with Wave Analytics Apps.

Analytics 63

Analytics Average Handle Time Call Logging Best practices 63

Myra Golden Media

SEPTEMBER 30, 2020

Help me make this training relevant to you by answering this question in the comments: “If you could wave a magic wand at your biggest customer challenge, and make it disappear, what would that challenge be?” I’m working on a De-escalation project to prepare frontline professionals like you for the COVID-19 Holiday Season.

Customer Experience 246

Customer Experience 246

Altitude

APRIL 3, 2018

Companies must have their eyes open to catch this wave, and jump on top of it just in time to leverage the disruption and get their brands associated to it while it’s still cutting edge and cool.

Banking 49

Banking Technology CCNG Chatbots 49

Cisco - Contact Center

DECEMBER 13, 2023

While there’s always a wave of excitement around th… Read more on Cisco Blogs Technology continues to evolve at an unprecedented pace and predictions about coming trends are always a topic of debate – what’s real, what’s hype.

Technology 105

Technology 105

CSM Magazine

JUNE 16, 2023

More and more companies are using AI tools to improve customer service and simplify their processes. These digital solutions herald a new epoch of personalized interactions, seamless support, and unparalleled efficiency. Let’s take a look at six pioneering tools that help businesses build close connection with their clients.

Customer Service 52

Customer Service Virtual Agent Chatbots Enterprise 52

Beyond Philosophy

DECEMBER 16, 2023

Historically, technologies swept through industries like a forceful wave, sometimes obliterating old norms while birthing new frontiers. Clearly, the consensus leans toward AI significantly boosting the market research scene, yet there’s no majority stance on its implications for customer insight or market research job stability.

Consulting 195

Consulting Consulting Education Marketing 195

Mindtouch

DECEMBER 13, 2017

The post Content 4.0 – The Next Wave of Content Experience appeared first on MindTouch Blog. Companies that don’t seize the opportunity to leverage content intelligence to provide more customer value will be disrupted by those that do.

Customer centricity 48

Customer centricity Engineering Customer Experience 48

Connect

AUGUST 14, 2019

For new water company, Wave, managing spikes in demand and delivering a strong customer experience is crucial. Here’s how we helped the business to achieve this.

Customer Experience 42

Customer Experience Management 42

Beyond Philosophy

JULY 8, 2023

20:08 Colin share the big danger of all this, particularly when you consider the parts of Customer Science that are coming as a new wave of change. 09:11 We describe the difference between machine learning and deep learning under the larger umbrella of AI work, and why machine learning might have biases written into its code.

Technology 195

Technology Customer Experience 195

Contact Center Pipeline

OCTOBER 11, 2022

But it’s also a good time to prepare for the tidal wave of returns that will come on the heels of this year’s holiday shopping frenzy. Retailers are preparing for peak season by analyzing consumer behavior trends, tuning up their tech, adjusting staffing levels, and shoring up logistics. As shoppers look to exchange gifts for […].

Technology 130

Technology Customer Service Customer Experience 130

ShepHyken

DECEMBER 11, 2023

When companies focus on constant improvement, even if it’s just 1% at a time, it can create a wave of positive impact on customer satisfaction. Embracing a philosophy of making small, incremental improvements can lead to significant overall change in the customer experience.

Customer centricity 207

Customer centricity Morale Feedback Customer Experience 207

Beyond Philosophy

JANUARY 22, 2022

Will you be on this new wave of change’s crest or left in its trough making the same mistakes you did last year? 20:10 Colin explains what this might mean for Customer Experience professionals moving forward with the new wave of change. Key Ideas to Improve your Customer Experience. Please tell us how we are doing!

CRM 195

CRM Consulting Consulting Customer Experience 195