DMG Consulting

JUNE 1, 2022

DMG Consulting Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What: Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise report. MEDIA ALERT.

Self service 48

Self service Consulting Consulting Enterprise 48

DMG Consulting

JULY 20, 2022

DMG Consulting Releases 2022 Contact Center Workforce Optimization/Workforce Engagement Management Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . When: Today, 20 July 2022. About DMG Consulting LLC . MEDIA ALERT.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Beyond Philosophy

JANUARY 15, 2022

In this episode, we talk with the Managing Director of the ACSI, David VanAmburg about what has been going on over the past ten years in Customer Experience. We discuss them and what we can do to fix them in 2022. Key Ideas to Improve your Customer Experience. Customer Experience Information & Resources.

Customer Experience 170

Customer Experience CRM Consulting Consulting 170

DMG Consulting

JUNE 14, 2022

DMG Consulting Releases 2022 Worldwide Cloud-Based Contact Center Infrastructure Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. What: Releases 2022 Worldwide Cloud-Based Contact Center Infrastructure Market Share Report

Consulting 48

Consulting Consulting Contact Center Marketing 48

ShepHyken

SEPTEMBER 26, 2022

Each week I read many customer service and customer experience articles from various resources. 15 Qualities You Need To Get A Good Customer Service Job by James Spillane. Business 2 Community) Are you interested in getting a customer service job? Are You Using the Right Customer Experience Analytics?

Customer Service 169

Customer Service Customer retention Analytics Surveys 169

DMG Consulting

DECEMBER 7, 2022

DMG Consulting Releases 2022 – 2023 Cloud-Based Contact Center Infrastructure/Contact Center as a Service Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office, and real-time analytics market research and consulting services. When: Today, 7 December 2022.

Contact Center 48

Contact Center Consulting Consulting Marketing 48

DMG Consulting

OCTOBER 13, 2021

DMG Consulting Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. What: Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report.

Consulting 48

Consulting Consulting Contact Center Marketing 48

ShepHyken

AUGUST 19, 2022

It’s time to call the customer service line: you dial a number, click through the pre-recorded options, and find yourself humming along to the surprisingly pleasant hold music when, before you know it, your ears are met with a pleasant voice saying: “Hello, how can I help you today?” . Do they address concerns the script doesn’t touch on?

Scripts 202

Scripts Customer Experience Employee engagement Best practices 202

Fonolo

JANUARY 18, 2022

Our review of the past year showed increased customer expectations, innovation in contact center technology, development of safe work environments, and employee engagements – all good indicators that contact centers are more resilient than before. Industry Report: State of the Contact Center 2022.

Contact Center 81

Contact Center Interactive Voice Response Call Center Contact center software 81

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Beyond Philosophy

MARCH 31, 2022

Stephanie wrote to us to ask about what to do about a price increase regarding their Customer Experience. Before we dive into how you can maintain and improve your Customer Experience even during a price increase, it is essential to appreciate the role of inflation in the broader economy. Subscribe today right here.

Customer Experience 221

Customer Experience Real estate Customer centricity Call Center 221

Beyond Philosophy

JANUARY 20, 2022

Over the last 20 years, Customer Experience has been a concept embraced by businesses. . However, despite this emphasis on providing excellent experiences, customer satisfaction levels have not improved. As you can see, this was pre-pandemic and a time that I think of as the height of the Customer Experience movement.

Customer Experience 195

Customer Experience CRM Customer centricity Self service 195

Totango

MARCH 8, 2022

Here’s our guide to the top customer success communities in 2022 and what they have to offer. First, we’ll take a look at just what a customer success community is and what the benefits of being involved in one are. Nine Best Customer Success Communities in 2022. CSM Practice. Support and Success Boston.

Best practices 117

Best practices SaaS B2B Marketing 117

Lumoa

APRIL 3, 2023

We are thrilled to announce our new partner: B2B Customer Experience Agency. By combining expertise in B2B customer experience with Lumoa’s powerful platform, we can create exceptional customer experiences that drive growth. I see CX as a Service.

B2B 83

B2B Customer Experience Customer centricity Consulting 83

Beyond Philosophy

JANUARY 22, 2022

I started Beyond Philosophy 20 years ago when Customer Experience was the next big thing; the new concept that was going to change everything in business. The last big thing, Customer Relationship Management (CRM), was old news. Now, in 2022, I see the next big thing: Customer Science. Complete this short survey.

CRM 195

CRM Consulting Consulting Customer Experience 195

CSM Magazine

FEBRUARY 8, 2022

We might already be a month into 2022, but there’s still time to consider what we should be focusing on over the next year with regards to improving the customer experience. A customer-centric approach to collaboration. Inge De Bleecker is CX/UX Consultant to Applause. A more holistic view. About the Author.

Customer Experience 52

Customer Experience Customer centricity Journey mapping Consulting 52

DMG Consulting

NOVEMBER 1, 2021

Question: What items should we focus on to improve our CX in 2022? Answer: Delivering an outstanding customer experience (CX) at all touchpoints in the customer journey requires the right blend of people, processes and technology. If you would like to contact DMG Consulting, please click here.

Self service 84

Self service Consulting Consulting Contact Center 84

DMG Consulting

JANUARY 10, 2022

How to Make 2022 The Year of the CX. Despite the uncertainty that currently surrounds us (and is going to continue), businesses can control the service experience they provide to their customers. Welcome to 2022. The post How to Make 2022 The Year of the CX appeared first on DMG Consulting.

Enterprise 83

Enterprise Self service Consulting Consulting 83

ChurnZero

DECEMBER 21, 2022

2022 was a tireless year. WIth that, here are ChurnZero’s top five most-attended and most-watched webinars from 2022. 1/ Crash course in Customer Success and SaaS metrics. Presented by: Dave Kellogg , principal, Dave Kellogg Consulting. 3/ Drive customers to value during onboarding, at scale.

SaaS 98

SaaS Benchmark Metrics Consulting 98

DMG Consulting

JUNE 21, 2023

This Report provides a detailed analysis of the seat and revenue activity of 21 leading and contending CCaaS competitors and delivers comprehensive insights into the market’s performance in calendar year 2022. The future of contact center technology is in the cloud. The future of contact center technology is in the cloud.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Quiq

OCTOBER 4, 2022

This week (October 3-7, 2022), and every first full week of October, is National Customer Service Week (NCSW) in the U.S. Congress in 1992, NCSW is meant to recognize and give appreciation to customer service professionals. I first developed a deep appreciation for customer service professionals when I graduated from college.

Customer Service 81

Customer Service Morale Contact Center Consulting 81

Creative Virtual

DECEMBER 8, 2022

As the end of 2022 draws near, it is time once again for Creative Virtual’s annual year in review blog post. Two of the things we are proudest of at Creative Virtual are our experienced, dedicated team and the unique expertise we provide to our customers and partners. You can find the whole 2022 collection here.

Virtual Agent 52

Virtual Agent Chatbots Government Banking 52

Beyond Philosophy

DECEMBER 25, 2021

This new year also coincides with the 20 th anniversary of me founding my global Customer Experience Consultancy, Beyond Philosophy and publishing my first book on the subject, Building Great Customer Experiences (Palgrave Macmillan, 2002). Key Ideas to Improve your Customer Experience.

Personalization 195

Personalization Consulting Consulting Customer Experience 195

COPC

MAY 31, 2022

The COPC Customer Experience (CX) Standard is the most established and accepted performance management system. COPC CX Standard for Customer Operations and COPC CX Standard for Contact Centers, Release 7.0 The series is a 12-month research effort that addresses timely issues affecting contact centers and customer experience.

Best practices 101

Best practices Customer Experience outsourcing Consulting 101

CSM Magazine

FEBRUARY 9, 2022

Taking place February 15th (11am Eastern/4pm GMT), ‘ Designing A Customer Service Strategy That Thrives in 2022 ’ will feature insights from senior leaders at The New York Times, PVH Corp (Tommy Hilfiger/Calvin Klein) & Momentive, and will ensure you leave with the strategies you need to reinvigorate your 2022 strategy!

Chief Customer Officer 52

Chief Customer Officer Customer Service Customer centricity Consulting 52

Beyond Philosophy

FEBRUARY 16, 2022

Customer Science is the next big thing in Customer Experiences, and it is what you need to predict accurately how your customers are going to behave. I am fascinated by how Customer Science is already changing experiences for the better in the real world. Key Ideas to Improve your Customer Experience.

Self service 221

Self service Consulting Consulting Customer Experience 221

DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. IA proves essential during COVID-19 for customer insights and employee oversight. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 62

Consulting Consulting Analytics Marketing 62

CSM Magazine

FEBRUARY 24, 2022

PCI Pal , the global cloud provider of secure payment solutions for business communications, has announced the details of its second annual Payments conference focused on the future of security and customer experience. Tony Gee , Security Consultant & Speaker, Pen Test Partners.

Government 52

Government Consulting Consulting SaaS 52

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. If you missed the 2022 list, you can check it out here. Finally, worth mentioning the list is by no means a ranking, and the influencers are in alphabetical order.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Taylor Reach Group

JANUARY 7, 2022

Consider these New Year’s Resolutions for your Contact Center, to create a great 2022: Appreciate. Just CLICK HERE to schedule a free consultation. The post Make 2022 the Best Year Ever for Your Contact Center! Develop Supervisors. Hold Supervisors Accountable.

Contact Center 76

Contact Center Morale Consulting Consulting 76

Beyond Philosophy

DECEMBER 15, 2021

He and his Customer Experience Steering Committee came up with a virtual version of the traditional car-buying and service experience and implemented it in record time. Key Ideas to Improve your Customer Experience. Digital experiences are much more prevalent today than they were even a couple of years ago.

Consulting 195

Consulting Consulting Customer Experience Surveys 195

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Consulting 62

Consulting Consulting Marketing Management 62

DMG Consulting

FEBRUARY 14, 2022

DMG Consulting Releases New Report on The State of Artificial Intelligence in Contact Centers. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. When: Today, 9 February 2022. Where: Available at the DMG Consulting online store. MEDIA ALERT.

Consulting 48

Consulting Consulting Contact Center Virtual Agent 48

CustomerSuccessBox

MAY 18, 2022

Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! A dedicated AI-powered customer success platform aiding SaaS firms to onboard, retain, upsell and drive MRR. It isn’t a denial that setting the best customer experience is hard and is not an overnight event.

SaaS 52

SaaS Upselling Education Customer retention 52

Beyond Philosophy

JANUARY 19, 2022

We think it is the future of Customer Experiences. Immersive experiences are part of the metaverse, leveraging the power of augmented reality (AR) and VR. Dobrev takes us through the ways Coca-Cola has been using these technologies in their customer strategy to great success. Key Ideas to Improve your Customer Experience.

Entertainment 195

Entertainment Consulting Consulting Technology 195

Totango

MAY 13, 2022

This can assist your onboarding process by giving you resources that new users can turn to and consult for self-service. Zendesk is a customer support platform that includes knowledge base features. Customer success platforms help you automate the delivery of outcomes that align with your client’s goals.

Enterprise 105

Enterprise Customer Support SaaS Sales 105

CSM Magazine

JANUARY 26, 2022

Global industry leaders will come together to discuss evolving best practices and keeping CX at the forefront of payments on 3 March 2022. Industry experts, customers and partners from around the world are taking part in the virtual event on 3 rd March 2022. Tony Gee , Security Consultant & Speaker, Pen Test Partners.

Government 52

Government SaaS Engineering Best practices 52