ShepHyken

JANUARY 8, 2021

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. Contact centres have been at the forefront of advancements in customer-facing communication technology. So, where are businesses going wrong, and what can be done differently? Make the Most of Automation.

Interactive Voice Response 346

Interactive Voice Response Customer centricity Consulting Consulting 346

Beyond Philosophy

NOVEMBER 14, 2020

He and his partner, Jim Gilmore, are true pioneers of the Customer Experience movement and the founder of their consultancy, Strategic Horizons, LLP. The future of customer experience is infused with technology and data. Carbone says using technology and humanity combined can create what he describes as Experience Management 2.0.

Customer Experience 370

Customer Experience Consulting Consulting Customer centricity 370

Beyond Philosophy

JULY 30, 2022

Artificial Intelligence (AI) is an incredible technology with potential to shape the future of humanity. The common misconception is that AI is a pure technological brain built from scratch without the risk of human influence. and founder of TRAP LAB (Technology Race and Prejudice LAB). appeared first on CX Consulting.

Construction 244

Construction Consulting Consulting Advertising 244

DMG Consulting

MARCH 27, 2024

In some instances, virtual currency is being used to incentivize agents to meet business needs, a welcome improvement from past practices that forced employees into working undesirable hours. The Report analyzes WFM market activity and provides 5-year projections.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

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

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. The pressure is rising for businesses to step up their CX game. More than 80% of business leaders see customer experience as a growing priority in 2024.

Feedback 83

Feedback Consulting Consulting Enterprise 83

OctopusTech

MARCH 19, 2024

Having a strong online presence is essential for businesses to stay ahead of competitors in today’s digital world. It acts as a very powerful tool to exhibit the products, form confidence, and obtain sales, which are mandatory tools for flourishing businesses. A website works as a virtual shop window for your business.

Consulting 62

Consulting Consulting Engineering Best practices 62

ShepHyken

NOVEMBER 2, 2021

Shep Hyken interviews Colin Shaw, co-host of the Intuitive Customer podcast and the Founder & CEO of Beyond Philosophy LLC , a customer experience consulting company that has been recognized by the Financial Times as ‘one of the leading management consultancies for the last three years in a row.?They Amazing Business Radio with?Shep?Hyken

Journey mapping 181

Journey mapping Consulting Consulting Customer Experience 181

ShepHyken

DECEMBER 18, 2020

speaker, author, and organizational consultant. H e talks about how the COVID-19 pandemic changed the customer experience and how business leaders responded. Nor did I anticipate that technology-based convenience drivers (mobile purchasing, touchless delivery, and curbside pick-up) would do far more than make customer’s lives easier.

Customer Experience 181

Customer Experience Consulting Consulting Technology 181

ShepHyken

JANUARY 28, 2024

Investing in Experience Should Be Core to Business Strategy, Not Discretionary Spend by Ron Shamah (Fast Company) In a tenuous economy, everything is on the chopping block. And the process and technology will continue to improve. I’ll sum it up this way: Don’t plan your customers’ journey without knowing the customers’ journey.

Customer Service 166

Customer Service Consulting Consulting Customer Experience 166

ShepHyken

OCTOBER 26, 2021

Customer First, Business Second. Shep Hyken interviews Dan Balcauski, founder and principal consultant for Product Tranquility , where he focuses on helping high-volume B2B SaaS CEOs define pricing and packaging for new products. Most of the time businesses focus on operational efficiency, revenue, and profits.

SaaS 188

SaaS B2B Consulting Consulting 188

ShepHyken

JANUARY 4, 2022

With over 15 years of global experience in the field of technology from consulting to product management, strategy, and marketing, she is an accomplished leader and has led worldwide teams in creating and executing compelling and effective go-to-market strategies. Amazing Business Radio with?Shep?Hyken This episode of?

Virtual Agent 321

Virtual Agent Interactive Voice Response Contact Center Consulting 321

The Northridge Group

APRIL 8, 2024

But that’s only if this new technology is really understood and implemented correctly. We have a long-held belief (rooted in fact) that it’s nearly impossible to have effective processes and robust technology without trained people to manage and use them. In Part 1 of our series, we welcome Eric Ludwig from RISE Technology Advisors.

Technology 105

Technology Finance Government Healthcare 105

ShepHyken

JULY 1, 2020

I recently wrote an article in Forbes about how three out of four customers are more loyal to your employee than your business. Are we seeing this shift more and more back to relationship-based business? To automate the relationship with your customer puts you at risk of commoditizing your business. What does that mean for you?

Self service 402

Self service Consulting Consulting Surveys 402

COPC

APRIL 1, 2024

Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX). The technology adoption chasm has moved us past the initial stage, where early adopters experiment with their customers.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

ShepHyken

MARCH 12, 2021

He writes about how businesses need to realign their sales and marketing strategies in order to survive a post-pandemic world. The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. This has led to a paradigm shift in working styles for businesses of all scales and sizes.

B2B 367

B2B Journey mapping B2C Telecommunications 367

DMG Consulting

JANUARY 1, 2024

AI technology, including generative AI, is facilitating key enhancements throughout WEM platforms and setting the stage for a continuous stream of practical innovation that delivers quantifiable benefits to enterprises, employees, and their customers. It’s clear that organizations need WEM solutions now more than ever.”

Consulting 59

Consulting Consulting Enterprise Marketing 59

Outsource Consultants

MARCH 28, 2024

In the inaugural episode of The Bald + The Beard, hosts Tom Luther, Director of Channel Partnerships and Andrew Griffiths, VP of CX Partnerships and Outcomes , at Outsource Consultants, delve into the often misunderstood concepts of outsourcing and offshoring within the customer experience (CX) sector.

outsourcing 67

outsourcing Consulting Consulting Technology 67

Outsource Consultants

FEBRUARY 26, 2024

And there’s no shortage of experts at Outsource Consultants., This could be a huge game changer as you’re able to now leverage the same agent to manage so many more languages through translation technology. This approach isn’t just the future—it sets a new standard for businesses eager to deeply connect with their audience.

Call Center 67

Call Center outsourcing Customer Service Consulting 67

DMG Consulting

OCTOBER 2, 2023

The Generative AI: A New Paradigm for Contact Centers and Customer Service report discusses multiple use cases for this technology in contact center and customer service applications and explores how it is being applied to greatly improve performance and benefits for these customer-facing departments.

Consulting 59

Consulting Consulting Contact Center Customer Service 59

City Communications

MARCH 6, 2024

Businesses are always looking for ways to maximize their technology budgets and minimize waste in the organization. Here are ten ways businesses can avoid overspending on their voice and data technology services: 1. We have a wide range of providers that we can help you evaluate for specific needs.

Technology 52

Technology voip outsourcing Consulting 52

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

Lumoa

APRIL 3, 2023

I believe especially in B2B customer experience frameworks need to be connected with business processes and understanding of the everyday realities to achieve best results.” – Anna-Maija Tanninen In her career, Anna-Maija has worked both as a CX consultant and as an in-house Voice of the Program lead.

B2B 83

B2B Customer Experience Customer centricity Consulting 83

CSM Magazine

JANUARY 24, 2024

In this article we’ll look at vital aspects of Drupal development, focusing on website development consulting and the benefits of a headless frontend. Web development consulting: the essence and importance Web development consulting is not just a service.

Engineering 52

Engineering Consulting Consulting Enterprise 52

NobelBiz

FEBRUARY 6, 2024

This article, inspired by insights from Holly Depies , contact center software consultant and SMS expert at Nobelbiz aims to unravel the complexities of SMS marketing, from compliance hurdles to strategic innovations, equipping you with the knowledge to transform your SMS campaigns into potent engagement tools.

Contact Center 98

Contact Center Automotive contact center solutions Cloud contact 98

Totango

JANUARY 22, 2024

In fact, 63% of CAB members said their top 2024 prediction was that businesses would put more strategic and bottom-line emphasis on expansion versus acquisition to drive revenue growth. At the intersection of product, customer, and business insights, CS is uniquely positioned to steer businesses through these changing environments.

Enterprise 94

Enterprise SaaS Engineering Technical Support 94

VirtualPBX

FEBRUARY 23, 2024

In the ever-evolving landscape of telecommunications, businesses must stay vigilant to adapt to regulatory shifts that can impact their operations. This significant change has implications for businesses relying on traditional phone lines for their communication needs.

Telecommunications 98

Telecommunications Government Technology Consulting 98

Global Response

OCTOBER 6, 2023

Want to grow your business sustainably and propel your business forward? Of course, every business owner wants to grow their business—but too many business owners make the mistake of thinking that doing everything internally is the most effective way to grow while maintaining quality.

Consulting 62

Consulting Consulting Business Process Outsourcing outsourcing 62

TechSee

SEPTEMBER 15, 2022

15, 2022 /PRNewswire/ — TechSee, the market leader in Computer Vision solutions for customer service, today announced a partnership with NeuraFlash with the goal of bringing the next generation of visual engagement and AI-powered service automation to their existing top-tier consulting & ISV service business. BOSTON , Sept.

Big data 109

Big data Consulting Consulting Contact Center 109

Real Blue Sky

FEBRUARY 2, 2023

Consider adding a fractional Chief Information Officer to your team if your small to mid-sized business or organization is looking to take your Information Technology capabilities to the next level. These goals are often centered around technology choices, resource planning, cybersecurity, and innovative IT strategies.

industry standards 98

industry standards Consulting Consulting Technology 98

DMG Consulting

SEPTEMBER 12, 2023

It has taken close to 20 years, but the convergence of the processing power of the cloud, interaction analytics (IA), artificial intelligence (AI) technologies, and a shift in what agents are empowered to do for customers is finally making the concept of real-time contact centers a reality.

Consulting 48

Consulting Consulting Marketing Average Handle Time 48

ClearAction

JULY 20, 2023

Customer Success Technology Buyer Guide Lynn Hunsaker Customer success technology is sure to grow in importance and array. Non-stop for the past 25 years, technology for experience management and marketing have been super hot since CRM arrived on the scene. Why We Expect a Lot from Customer Success Technology Why?

Technology 62

Technology Consulting Consulting B2B 62

CSM Magazine

SEPTEMBER 27, 2023

Metaverse technology is increasingly becoming a way of getting things done for most businesses. The growing adaptation of the technology has seen its global market value clock $83 billion in 2023, a figure that is projected to increase to $936.6 What is Metaverse Technology and How Has it Benefited Businesses?

Technology 59

Technology Real estate Entertainment Consulting 59

DMG Consulting

FEBRUARY 8, 2024

AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year.

Contact Center 48

Contact Center Technology Self service Surveys 48

TechSee

NOVEMBER 10, 2020

Customer service leadership must abandon any short-term initiatives to reduce customer service costs and instead find sustainable cost optimization tactics that will allow for business resilience. When agents can verify with their own eyes that the issue has effectively been resolved, FCR improves.

Customer Service 207

Customer Service Self service Average Handle Time Contact Center 207

DMG Consulting

JUNE 21, 2023

The Report also examines the business, market, and technology trends and challenges impacting the rapidly growing and dynamic CCaaS market. The future of contact center technology is in the cloud. The CCaaS market is positioned to thrive and grow rapidly over the next 5 to 10 years.

Consulting 48

Consulting Consulting Contact Center Marketing 48

CSM Magazine

APRIL 18, 2024

It’s a cloud-based delivery model that allows businesses to add real-time communication features such as voice, video, and messaging to their own applications without needing to build back-end infrastructure and interfaces. billion by 2029, according to Fortune Business Insights and Markets and Markets.

Interactive Voice Response 52

Interactive Voice Response Healthcare Chatbots Consulting 52