Topdown

DECEMBER 29, 2015

In The Forrester Wave™: Digital Experience Platforms, Q4 2015 , and companion webinar Who Won the Digital Experience Platform Race? Hint: It’s Not Over Yet , Forrester analysts Mark Grannan, Ted Schadler and Stephen Powers break down the strengths and weaknesses of ten digital experience (DX) platform vendors.

CRM 63

CRM Customer Experience 63

Peter Lavers

NOVEMBER 26, 2015

This recent fascination with “ big data ” or “ predictive analytics ” or “ data scientists ” is also worryingly reminiscent of what happened during the CRM ‘bubble’. Not surprisingly, with hindsight, most of these CRM projects failed and systems did not repay that hefty price tag. So, what do I mean by softer skills?

CRM 100

CRM Analytics Consulting Consulting 100

TechSee

JUNE 16, 2022

He is an author and a frequent international speaker on all things contact centers, including customer service, CX, operational transformation, CRM, sales, and team building. Prior to this role she worked as Vice President of Product Strategy at Salesforce and looked after global long-range product strategies for Salesforce CRM products.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Tethr

DECEMBER 8, 2021

Beasley, with over 20 years of experience in founding, growing, and selling tech companies, began working with Tethr in 2015 and has served in several executive roles since that time. Tethr delivers insights when and where customers need them, whether it be in CFM platforms like Qualtrics and InMoment or CRM systems like Salesforce.

Analytics 94

Analytics Enterprise Sales Customer Care 94

Eptica

DECEMBER 1, 2015

Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Published on: December 02, 2015. The 2015 Eptica Multichannel Customer Experience Study evaluated midsize retailers on their ability to answer routine enquiries via email, the web, chat, Twitter and Facebook.

Multichannel 49

Multichannel Customer Service CRM Automotive 49

Customer Interactions

AUGUST 12, 2015

We help clarify an age-old argument, with the help of Paul Greenberg [ZDNet.com], on the true definitions of CRM, CE and CX. But we are sure you will agree that they are both too good to pass up for this week’s CX Buzz.

CRM 48

CRM 48

Omnicus

AUGUST 31, 2016

A 2015 study by the Ponemon Institute found that 47% of data breaches are caused by malicious or criminal attacks. You have established your CRM and picked a cloud-based solution. In addition to making you sit up straight, that fact should it clear that you need to prioritize your contact center security.

Contact Center 56

Contact Center CRM 56

Fonolo

NOVEMBER 17, 2020

The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. According to recent surveys, 18% of call centers moved to a cloud-based solution by the end of 2015. Call Center Trends 2015. Question about Chat-Based Customer Service. This year mobile apps will be a $55.7

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

GetFeedback

JULY 11, 2018

In 2015, Digiday conducted a study on customer satisfaction and found that, while the majority of brands believe they provide a superior customer experience, nearly 65% of their customers feel frustrated and misunderstood. CRM software designed to maximize engagement, track data, and analyze consumer activity.

CRM 83

CRM Feedback Customer centricity Surveys 83

Eptica

DECEMBER 18, 2015

Date: Friday, December 18, 2015 Telecoms customer complaints rising in the UK. Published on: December 18, 2015. Q3 2015 figures show that the total volume of complaints about mobile, fixed line, broadband and pay-TV providers grew from Q2, with broadband and fixed line operators generating the most issues.

Multichannel 61

Multichannel CRM Contact Center Customer Service 61

Ian Jacobs

JUNE 28, 2016

In the film, Marty McFly and Doc Brown time traveled to October 21, 2015 and had the opportunity to observe potential technologies and experiences of the future. Read more Categories: customer service; crm; virtual reality; augmented reality; videoconferencing; bots; virtual agents.

Virtual Agent 67

Virtual Agent Customer Service CRM Technology 67

Eptica

JANUARY 20, 2016

Author: Robin Tandon Having recently looked back on customer experience in 2015 , what is predicted for the coming year? In 2015 top companies in both the US and UK could only answer 65% of questions asked on their websites – meaning that nearly a third of basic queries are currently going unanswered. Share this page on: Tweet.

Customer Service 49

Customer Service Self service CRM Analytics 49

Infinity

FEBRUARY 17, 2020

Sarah Sack | CRM and Business Analytics Manager, Promises Behavioral Health. Interactions over the phone , Salesforce, (2015). Competition on CX , Gartner,(2015). “Integrating our Infinity data with Salesforce has made it possible to identify the sources responsible for thousands of our patients that we couldn’t before.”.

Marketing 52

Marketing Sales CRM Analytics 52

Stratifyd

OCTOBER 16, 2018

Stratifyd was built around the customer feedback loop to enable enterprise companies to transform human textual data – found in call center platforms, surveys, product reviews, CRM systems, and interactive chat sessions – into immediate actionable insights. About Georgian Partners.

Customer retention 67

Customer retention Analytics SaaS CRM 67

CSM Magazine

JULY 29, 2021

It also updates the CRM with the latest lead status, e.g., when they leave their company, change jobs, or ask to be contacted later. What makes it vital is how its virtual sales assistant software utilizes conversational AI to ensure that each lead is followed up with and nurtured.

Real estate 98

Real estate Engineering Consulting Consulting 98

JustCall

FEBRUARY 16, 2021

To name just a few, We introduced brand new integrations with a range of CRM, marketing automation, and other business software. Nathan Latka sold his SaaS company in 2015 before launching his SaaS CEO Podcast and database at GetLatka.com. We brought many new feature updates and integrations around sales, support, and marketing.

SaaS 52

SaaS CRM Sales Marketing 52

Eptica

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. Published on: September 30, 2015. Given this importance of customer experience, the recent KPMG Nunwood 2015 UK Customer Experience Excellence Centre report , paints a worrying picture for British organizations.

Customer Experience 83

Customer Experience Multichannel Advertising Contact Center 83

TMP Direct

JULY 22, 2015

On August 17 th – 19 th 2015, TMP Directattended the Customer Solutions Expo at the Marriott Marquis in New York City. The Customer Solutions Expo combines SpeechTEK, Customer Service Experience, and CRM Evolution showcases. To learn more about all the events were attending this year, click here !

CRM 40

CRM industry solution Sales Marketing 40

TMP Direct

JULY 22, 2015

On August 17 th – 19 th 2015, TMP Directattended the Customer Solutions Expo at the Marriott Marquis in New York City. The Customer Solutions Expo combines SpeechTEK, Customer Service Experience, and CRM Evolution showcases. To learn more about all the events were attending this year, click here !

CRM 40

CRM industry solution Sales Marketing 40

Method:CRM

OCTOBER 29, 2018

” As the CRM industry leader for QuickBooks integration , Method has always helped accountants deliver innovative tech solutions to their clients. She was named a Top 10 ProAdvisor for Leading QuickBooks Online Practice in 2014 and Redmond Accounting Inc was named a Top 20 Firm of the Future in 2015. Laura Redmond.

Finance 40

Finance Consulting Consulting Accountability 40

ShepHyken

DECEMBER 8, 2017

A good CRM tool can also be put in place. According to a research , in 2015, 25 percent of the world population was using a smartphone and it was forecasted that by 2017, a third of the world population will be using it. It is important to make the customer feel valued. Acknowledge the Mobile Social Customer.

Contact Center 112

Contact Center Customer Service Chatbots Virtual Agent 112

NICE inContact

FEBRUARY 23, 2016

Each year Customer Magazine identifies outstanding achievements within the call center/CRM industry and awards the most innovative customer experience technology solutions. We are thrilled to announce that Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year.

Agent Empowerment 50

Agent Empowerment Multi-channel support Contact Center Cloud contact 50

Eptica

NOVEMBER 13, 2015

Date: Friday, November 13, 2015 7 ways banks can transform customer experience. Published on: November 13, 2015. Author: Dharmesh Ghedia Banks and other financial service providers are facing unprecedented challenges. Share this page on: Tweet.

Banking 77

Banking Customer Experience Finance Multichannel 77

The Northridge Group

MAY 2, 2023

ChatGPT, short for Chat-based Generative Pre-trained Transformer, is a state-of-the-art artificial intelligence (AI)-powered natural language processing (NLP) model created by OpenAI, a company co-founded in 2015 to advance digital intelligence in the way it can interact with humans.

Contact Center 67

Contact Center B2C Chatbots B2B 67

aircall

JUNE 25, 2018

But as 110 inches of snow blanketed the city throughout the 2014-2015 season, one nearby travel agency was struggling to take advantage of local wanderlust. Then, once the call is over, all notes and tags they added are synced back to the CRM system along with a full recording.

Morale 59

Morale CRM Call Center Personalization 59

Cincom

NOVEMBER 7, 2019

How did CPQ change the way we do business in 2015, and what did we learn about the future of this technology? Read on to find out! The post CPQ Market Demand: 5 Reasons It’s Strong appeared first on Cincom Blog.

Marketing 45

Marketing Technology CRM Sales 45

Vonage

SEPTEMBER 3, 2015

As a CRM provider, Marc’s perspective on customer service is unique; he has to look after his customers just as much as he has to help other businesses look after theirs. 25 UK & Ireland attendees you should meet at Dreamforce 2015. As with any charismatic CEO, there are plenty of stories about his lifestyle.

Customer Service 117

Customer Service CRM Personalization Customer Experience 117

C3Centricity

NOVEMBER 4, 2019

CEX #CRM #CustomerCentricity Click To Tweet. In the 2015 Korn Ferry CMO Pulse Report , it confirmed that marketers need new skills and can no longer rely on creativity alone. CEX #CRM #CustomerCentricity Click To Tweet. CEX #CRM #CustomerCentricity Click To Tweet. It is a journey with the aim to satisfy and delight.

Customer centricity 59

Customer centricity Advertising CRM Marketing 59

Natalie Petouhof

MAY 17, 2017

Having been at this game for a while, the statistics reminded me of stats from nearly 20 years ago when the topic was CRM and ERP. Digital transformation, innovation and CRM and ERP implementations are IT implementation of people, process and technology. Though they are not exactly the same, they have many of the same elements.

CRM 40

CRM Management Technology Personalization 40

GetFeedback

DECEMBER 27, 2018

Mobile-only internet users surpassed desktop-only in 2015 —a major landmark in the mobile space. From 2010 to 2015, email opens on mobile grew 30% , leaving desktop and webmail clients in the dust. If you integrate surveys with you CRM, segmentation becomes simple. Send surveys at the right time. Timing is everything.

Surveys 90

Surveys Feedback Abandon rate Personalization 90

NICE inContact

OCTOBER 31, 2019

“Flow is when a person is engaged in a doable task, is able to focus, has a clear goal, receives immediate feedback, moves without worrying, has a sense of control, has suspended the sense of self, and has temporarily lost a sense of time” ( Psychology Today, 2015 ). It might sound abstract, but it’s possible.

Contact Center 54

Contact Center Management Call Center Feedback 54

CSM Magazine

AUGUST 10, 2017

The Forrester Report ‘The Insights-Driven Business’ forecasts that insight-driven businesses will grow from $333 billion in revenue in 2015 to $1.2 The customer relationship management (CRM) market, for instance, reached $26.3 billion in 2015 —up 12 percent from the previous year. This is a costly mistake.

CRM 40

CRM Advertising Customer centricity SaaS 40

Toister Performance Solutions

FEBRUARY 22, 2018

A new report from CRM software provider SuperOffice revealed some dismal trends for email customer service. Best Practice #3: Respond Within One Hour My own research from 2015 revealed that companies should set an email response time standard of one hour or less. The company sent an email to 1,000 companies. The results were not good.

Best practices 48

Best practices Coaching CRM Personalization 48

CSM Magazine

DECEMBER 10, 2015

Our technology links seamlessly with the leading customer relationship management (CRM) systems such as Salesforce.com, Microsoft Dynamics and now Zendesk to drive efficiencies and add value to our customers’ lives. This provides a strong audit trail from beginning to end.

Cloud contact 40

Cloud contact Gamification CRM Technology 40

Method:CRM

JUNE 18, 2015

Here’s a look at Method’s 2015 Scaling New Heights sessions: 1. Method: Why Method is the #1 CRM for QuickBooks. In this two-part course, you will learn the fundamentals of Customer Relationship Management (CRM) though the solutions offered by Method:CRM. Method:CRM Deep Dive.

CRM 45

CRM Education Accountability Personalization 45

Eptica

NOVEMBER 19, 2015

Date: Thursday, November 19, 2015 Les ROPO : un nouveau défi pour le Service Client. Published on: November 19, 2015. Author: Olivier Njamfa Connaissez-vous les ROPO ?

CRM 48

CRM Marketing 48

DMG Consulting

JUNE 7, 2017

The growth rate of the overall WFO market between 2015 and 2016 was a modest 1.6%. An effective way for them to expand the use of WFO applications throughout the enterprise is to partner with ERP, CRM and HRIS suite vendors.”. Despite this slow performance, segments of the WFO market have performed well, as reflected by the 9.5%

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48