ShepHyken

DECEMBER 23, 2022

They share their top 5 unified communications predictions for 2023. 2023 will be all about customer lifecycle management (CLM). Mitel executives had more to say on CLM and what the unified communications landscape will look like in 2023. Top 5 UC Predictions for 2023. Predictable. Our prediction?

Surveys 173

Surveys Education Enterprise Technology 173

Beyond Philosophy

JANUARY 7, 2023

In this episode, we explore the potential for the new year in the customer experience movement and combine the powers of decades of experience to guess what will happen in 2023. ” 20:00 Carbone announces a milestone for customer experience management, getting a nod from academia. Customer science looms on the horizon.

Consulting 222

Consulting Consulting Customer Experience Surveys 222

Cisco - Contact Center

NOVEMBER 16, 2023

Cisco Partner Summit 2023 was last week, and I’m still feeling the excitement! We had a record number of attendees and gorgeous Miami beaches to take in (what a great new location!). The whole e… Read more on Cisco Blogs

Management 89

Management 89

Beyond Philosophy

JANUARY 12, 2023

I recently hosted some special guests on the podcast to discuss what 2023 will look like in the Customer Experience space. In the future, we will look back on 2023 and go, “Yeah, that’s when things changed.” Moreover, the practice of Customer Experience Management is starting to earn recognition.

Engineering 195

Engineering Quality management CRM Customer Experience 195

Callminer

MARCH 31, 2023

Bruce McMahon, VP of Product Management, highlights CallMiner's latest platform enhancements, including new speaker measures by talk time percent and duration, and hierarchy filtering in Alert.

Management 352

Management 352

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. Kate champions digital innovations that create the best customer experience and solutions.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

Cisco - Contact Center

JANUARY 19, 2024

Cisco is a longtime partner of the Black Hat NOC and 2023 was our seventh year supporting Black Hat Europe. Cisco is the Official Mobile Device Management, Malware Analysis and DNS (Domain Name… Read more on Cisco Blogs

Management 97

Management 97

Callminer

JULY 7, 2023

CallMiner VP of Product Management, Bruce McMahon, shares updates in the 2023.07 release, including the type of data users can collect, as well as how and where that data is viewed.

Management 344

Management 344

Callminer

JUNE 2, 2023

CallMiner's VP of Product Management, Bruce McMahon, shares updates from the CallMiner 2023.06 platform release, including AI-based contact summarization, AI redaction and more.

Management 345

Management 345

kommunicate

NOVEMBER 21, 2023

Last Updated on November 22, 2023 Product management is a vast and diverse field, and there is no one-size-fits-all approach. With the right product management tools in hand, a good PM can work wonders for your business. The post 13 Tools your Product Managers Will Fall In Love With In 2023 appeared first on Kommunicate Blog.

Management 59

Management 59

DMG Consulting

JANUARY 1, 2024

The Report explores how workforce engagement management (WEM) suites are transforming into next-gen platforms that support the increasingly complex and varied requirements of contact centers and all other customer-facing departments that leverage them to improve the customer experience (CX), employee experience (EX), and productivity.

Consulting 59

Consulting Consulting Enterprise Marketing 59

Totango

JANUARY 3, 2024

With Totango, businesses can integrate data to get a 360° view of customer health, collaborate to manage their customer portfolio , engage with customers when and where it matters, monitor and improve the metrics that matter , and scale CS faster with the power of people + AI. Plus, industry experts agree.

Enterprise 111

Enterprise Best practices Analytics Metrics 111

ShepHyken

AUGUST 28, 2023

Optimizing Your Customer Feedback Strategy in 2023 by Lumoa (Lumoa) Your customers are sharing their experiences online. Businesses that want to grow in 2023 (and beyond) realize that this isn’t a problem—it’s an opportunity. My Comment: As Peter Drucker was often quoted as saying, “You can’t manage what you can’t measure.”

Customer Service 156

Customer Service Journey mapping Feedback Consulting 156

TechSee

DECEMBER 12, 2022

Download our Field Service Vision 2023 Report to Learn ore about these topics. A Weak Economic Outlook for 2023. Heading into 2023, service leaders recognize the need to improve both their customer experience and the need for technological innovations to do so. Service Improvement Challenges. Staring Down the Challenges.

Customer centricity 124

Customer centricity Technology Enterprise Accountability 124

Kapta Customer Success

AUGUST 7, 2023

CXO at GadellNet, Ashley Pyle , gave an engaging presentation at KAMCon 2023, about how to hire account managers with precision. During her talk, Ashley spoke about what you should consider as you go through the account manager hiring process to successfully select the best candidate for the role.

Accountability 52

Accountability Management 52

ShepHyken

JANUARY 8, 2023

Customer Experience Predictions for 2023 by Dan Gingiss (Dan Gingiss) It’s a new year, so why not start it off right with some powerful customer experience predictions from the world’s foremost experts? Here are 23 ways to help you and your teams provide an amazing customer experience in 2023. Look no further!

Customer Service 120

Customer Service Consulting Consulting Customer Experience 120

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). To help make sense of the year ahead and plan for the ever-shifting CX landscape, we’ve asked five experts in the field for their CX predictions for 2023. That will be a major focus in 2023 (and beyond).

Customer Experience 121

Customer Experience Chatbots Government Technology 121

Upstream Works

JUNE 1, 2023

We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post During Cisco Live 2023 – Upstream Works Supports Cisco’s Commitment to Deliver Exceptional Customer Engagements appeared first on Upstream Works.

Management 141

Management 141

Kapta Customer Success

AUGUST 21, 2023

Mary Grothe , CRO at PNI-HCM gave an informative presentation at KAMCon 2023 titled, " Best Practices for KAM Compensation." She walked us through the elements of a key account management (KAM) compensation program and how to build your own effective plan. Not all comp plans are created equal.

Best practices 52

Best practices Accountability Management Sales 52

Callminer

MAY 5, 2023

Bruce McMahon, VP of Product Management, shares key updates from CallMiner's 2023.05 release, including the rebrand of CallMiner Alert to CallMiner RealTime. Read this blog for more.

Management 242

Management 242

CSM Magazine

SEPTEMBER 14, 2023

Industry Report Ranks Calabrio as an Overall Agent Management Leader and a Product Experience Leader. Calabrio , the workforce performance company, has been named an Exemplary Vendor in Ventana Research Buyers Guide 2023: Agent Management. Our success is fueled by our customers’ success.

Management 59

Management Coaching Contact Center Customer centricity 59

ShepHyken

SEPTEMBER 10, 2023

Managing the positive impact of a viral moment is key to getting those new customers to come back. My Comment: If a post goes “viral” and brings a lot of attention to a company or brand, there is an opportunity for customer acquisition. How to Make Loyalty a New Business Line for your Brand?

Customer Service 196

Customer Service B2C Customer retention B2B 196

Nicereply

NOVEMBER 15, 2022

Customer service trends of 2023! As we approach 2023, it’s time to reflect on everything you’ve learned and develop your strategy for next year. To that end, we asked them one simple question: what will be the customer service trend in 2023? Top customer service trends of 2023. Josh Magsam. Hilary Dudek.

Customer Service 98

Customer Service Metrics Employee engagement Customer Support 98

Cisco - Contact Center

SEPTEMBER 27, 2023

In our rapidly evolving digital landscape, organizations face countless challenges, from thwarting increasingly sophisticated cyber criminals, to meeting ambitious sustainability targets, to adapting… Read more on Cisco Blogs

Management 94

Management 94

kommunicate

MAY 5, 2023

Last Updated on May 5, 2023 About thirteen years after the launch of the first server-side JavaScript environment, Netscape’s LiveWire Pro Web, Ryan Dahl created Node.js. Dahl managed its development and maintenance, and Joyent later funded it. In the first edition, support was only given to Linux and Mac OS X.

Management 98

Management 98

Momentum Telecom

MARCH 2, 2023

1 If you want to outpace the competition, it’s time to look beyond legacy technologies and embrace managed cloud services. #1. 4 Luckily, managed cloud service providers are reimagining contact centers for the new world of work. Explore even more managed cloud services trends for 2023 when you download our latest whitepaper.

Management 52

Management contact center solutions Cloud contact Contact Center 52

ShepHyken

JULY 31, 2023

When managing a customer complaint, you’re not just trying to solve the problem. My Comment: I’m always quick to pick up an article that covers how to handle customer complaints. The Forbes YEC has shared twelve ideas on how to handle complaints. I can agree with most. There are some great ideas. Remember this. That’s a great start.

Customer centricity 156

Customer centricity Customer Service Chatbots Customer Experience 156

ShepHyken

JANUARY 2, 2023

(RIS News) An e-commerce storefront’s main function is to increase conversions through a seamless online shopping experience while an order management system’s main function is processing and servicing orders placed on the storefront. My Comment: Online brand management is a form of customer experience. Follow on Twitter: @Hyken.

Customer Service 161

Customer Service Customer Experience Sales Management 161

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

Knowmax

MAY 8, 2023

The post Top 8 Knowledge Management Statistics in 2023 appeared first on Knowmax.

Management 52

Management 52

DMG Consulting

APRIL 19, 2023

Optimized intraday management with enhanced real-time decision tools adapt in-the-moment as conditions change. The Enterprise Workforce Management Product and Market Report provides an in-depth analysis of the contact center WFM market the competitive landscape, vendors, product suites, technology, and innovation.

Consulting 48

Consulting Consulting Enterprise Marketing 48

TechSee

NOVEMBER 7, 2023

” Taylor Mumby, UK Digital Transformation Manager, Whirlpool Corporation. Whirlpool’s leading UK consumer brand, Hotpoint, has made exemplary advancements in customer experience. This means the number of trips our engineers have to make is minimal.

Customer Experience 124

Customer Experience Engineering Call Center Technology 124

Lumoa

NOVEMBER 17, 2022

Here are the CX trends you can expect to see in 2023 and how to keep your e-commerce business on track with the evolution of CX. Customer Experience in E-commerce Trend Predictions for 2023. Chatbots are a popular CX trend moving into 2023. Using AI to collect data is a powerful CX trend that we will see appearing in 2023.

Customer Experience 83

Customer Experience Chatbots Feedback Customer Support 83