Branch Mesenger

MAY 2, 2018

In many instances, you can’t talk about how a business succeeds without first laying the foundation for customer service practices designed around a measurement of employee satisfaction and engagement. Using Big Data to Make Leadership Advances in the Workplace. "I want to meet the customer where they're at.

Engineering 74

Engineering Morale Employee engagement Big data 74

Beyond Philosophy

NOVEMBER 19, 2020

I recently participated in a Customer Experience Day webinar with two other leaders in our field, Joe Pine and Lou Carbone. I learned a few things that I would love to share with you, and discussed on my most recent podcast , regarding where we are now with Customer Experience and, perhaps more importantly, where we are heading.

Customer Experience 335

Customer Experience Customer emotions Customer centricity Consulting 335

SmartKarrot

AUGUST 12, 2021

With the increasing expectations of customers, companies need to look out for new ways to interact and improve their processes and service quality. In this context, many organizations are leveraging AI to boost their customer experience (CX) with more innovative techniques. Virtual Assistants and Chatbots for enhanced CX.

Customer Experience 11

Customer Experience Automotive Chatbots Big data 11

Beyond Philosophy

JUNE 11, 2015

However, like the hype around big data, enthusiasm for gamification has somewhat plateaued, and has needed to be rethought, especially regarding how it can drive more brand bonding and positive financial results. This gave gaming something of a Philosopher’s Stone, or magic wand, aura.

Gamification 265

Gamification Big data Personalization Feedback 265

Natalie Petouhof

JUNE 9, 2016

The partnership includes Microsoft Dynamics and Lithium’s community data, social customer intelligence and analytics. The expectation of the value of an online community is often associated with cost savings – just as call deflections can reduce the costs of customer service. I believe they always have been.

Technology 45

Technology CRM Customer centricity Analytics 45

Verint

MARCH 29, 2018

and author of Before Happiness and The Happiness Advantage, will be a keynote speaker at the Verint Engage global customer conference at the Sheraton Dallas Hotel May 14 – 17. Achor will present “Big Potential: How Transforming the Pursuit of Success Raises Our Achievement, Happiness and Well-Being” on the morning of Wednesday, May 16.

Big data 23

Big data Journey mapping Customer Experience Management 23

Natalie Petouhof

JANUARY 5, 2016

More like huge, vast, gigantic, massive, colossal, and maybe even titanic amounts of data. So yes, lot’s of it and the key is how to use it to make a customer experience – whether B2C or B2B – better. But will all that data help? Creating an experience just because we can is not enough.

Big data 40

Big data B2C B2B Technology 40

Spearline

MAY 8, 2019

If a customer complained that their conference call was disrupted by a participant with poor audio, we may not have the originating phone number, and might only be provided a rough understanding of the call time. As humans we can sense if a customer is experiencing stress or frustration and adapt accordingly to manage a situation.

Marketing 40

Marketing Engineering Technical Support Big data 40

Natalie Petouhof

DECEMBER 8, 2015

In addition to scheduling appointments with branch employees that have the right skills for a given topic, the combined offering can schedule remote financial specialists to meet with customers and branch employees by video conference for even greater omnichannel customer engagement. How Will Brands Measure Success?

Banking 45

Banking Enterprise Wait times Contact Center 45

Natalie Petouhof

SEPTEMBER 21, 2016

Static Analytics – which drives the use of real-time, big-data analytics. Ownership – which drives as-a-service business models and. Central Service – which drives self-service as well as self-guided service. They are doing this with the integration or Oracle Service Cloud and SAP.

Big data 40

Big data CRM Construction Analytics 40

Callminer

JULY 15, 2019

This virtual conference will cover a ranging of topics, expert speakers, partners and customers about better customer and agent experiences through speech analytics. Thursday, July 25th Customer Experience. Creating Customer Service Super Agents with Data, Tech and Coaching featuring Forrester.

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28

Natalie Petouhof

JANUARY 19, 2016

(BTW the Waldorf Astoria has great customer service!!!). MY POV: My overall take away is that Oracle has built / are building the most comprehensive cloud offering – Data as a Service (DaaS), Software as a Service (SaaS), Platform as a Service (PaaS) and Infrastructure as a Service (Iaas).

B2B 60

B2B SaaS B2C Advertising 60

Natalie Petouhof

MAY 10, 2016

Tweet Customer Service is the New Marketing. As the lines between sales, service and marketing continue to blur, marketers are taking a leadership role in delivering a unified customer experience. Why is customer service is the new marketing? What’s Special About the Lightening Announcement?

Marketing 40

Marketing Sales Customer Service Customer Experience 40

Verint

JUNE 6, 2017

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Employee engagement 34

Employee engagement Quality management Analytics Best practices 34

Natalie Petouhof

FEBRUARY 24, 2016

Tweet What’s Happening in the World of Shopping and Customer Experiences? At the National Retail Federation Annual Convention in New York City, Microsoft made announcements with GameStop, Hardee’s, TGI Fridays, Panasonic, HP and FreedomPay, and NCR on efforts to modernize shopping experiences.

Personalization 40

Personalization Entertainment Marketing Sales 40

Natalie Petouhof

MAY 9, 2016

Tweet What we saw at the conference was a full suite for customer experience. As point solutions turn to suites, Constellation Research predicts organizations that want to keep all the information about customers flowing in one place will most likely turn to platforms, suites and hubs for customer experience.

Banking 40

Banking Sales Marketing B2B 40

Natalie Petouhof

JULY 14, 2015

VP and Principal Analyst Covering Customer-facing Applications To Create Great Customer Experiences Informed by Data and IOT. 5 reasons to apply for a SuperNova Award: Wondering why you would want to apply – one of the biggest reasons is to get third party validation on the amazing work you are doing.

Enterprise 65

Enterprise Marketing Technology Customer Experience 65

Fonolo

SEPTEMBER 18, 2018

I just returned from the excellent Conversational Commerce Conference. It’s not a big event (just one track over two days), but it is very focused. It’s a term with multiple meanings, all of which are central to the future of commerce, customer service and, more broadly, how people and companies are going to interact in the future.

Contact Center 65

Contact Center Advertising Big data Call Center 65

Beyond Philosophy

DECEMBER 23, 2015

And, where there is a CCO in place and working with other C-suite executives, the authority and scope associated with the position has direct influence over corporate customer experience priorities and application of resources. They are; Customer Experience and Value Optimization.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

Natalie Petouhof

DECEMBER 1, 2015

Their focus has been on transforming their CRM offerings to leverage the full power of Microsoft – harnessing the strength of the intelligent cloud to help companies deliver amazing customer experiences across the breadth of sales, service, marketing and social engagements.

CRM 56

CRM Analytics Sales Self service 56

Natalie Petouhof

JUNE 15, 2015

Tweet I’m speaking at Salesforce Exact Target’s Connections Conference. With the next generation Journey Builder brands are empowered to create journeys that blur the lines of CRM and span the Salesforce Customer Success Platform – connecting journeys across sales, service, marketing and custom apps.

Marketing 86

Marketing Advertising CRM Sales 86

CSM Magazine

SEPTEMBER 23, 2021

In addition, high competition in the market forces retailers to constantly take care of customer loyalty: improving mobile applications and ensuring flawless site operation, supporting chatbots to collect feedback, creating personalized loyalty programs, and conducting business analytics. Big Data for retail is a powerful and useful tool.

Technology 52

Technology Transportation Healthcare Education 52