Fonolo

JANUARY 31, 2018

“China Merchant Bank’s bot [served on WeChat] handles more natural customer conversations… 1.5 to 2 million interactions per day [which] …would typically require thousands of additional customer care agents to handle.”. Our favorite chart: The Current State of Customer Care. Who wrote it: Interactions.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Revation Systems

JANUARY 12, 2018

Today the role of cloud and multi-channel features has changed the game entirely, and shifted what was merely used to aggregate inbound and outbound phone calls into a complex communications hub able to transform multiple industries such as healthcare and banking. So what does this shift in form and function mean for the customer experience?

Contact Center 48

Contact Center Call Center Multi-channel support Banking 48

Vistio

APRIL 2, 2022

Michele’s an accomplished speaker, author, executive team member, and consultant. And once I moved from human resources to operations, I eventually landed at Hilton Hotels and I spent 12 years with Hilton reservations and customer care. So it’s the reservations and customer service arm of the hotel organization.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

ChurnZero

JANUARY 8, 2021

So, here’s our watchlist of Customer Success leaders to follow in 2021 – a year that’s bound to be marked by its own unique struggles and successes, as well as the cementing of Customer Success in the C-suite. . Staci Satterwhite, Chief Customer Officer, Khoros. Miya Gray, Senior Vice President of Customer Success, Apervita.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98