ShepHyken

NOVEMBER 27, 2023

Evolving technologies make it easier to personalise the sales funnel but customer preferences are becoming more demanding. Generative AI (ChatGPT types of technologies) don’t have to replace people. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops.

Customer Service 170

Customer Service Morale Customer retention Marketing 170

Creative Virtual

OCTOBER 22, 2019

Technology is changing many aspects of our lives, and customer experience is no exception. The CXtech Conference and Showcase , returning to London for a second year, will explore the technologies changing today’s customer experience (CX) landscape, from design to delivery to analysis. By Mandy Reed, Global Head of Marketing.

Technology 40

Technology Customer Experience Virtual Agent Chatbots 40

CX Journey

MARCH 21, 2018

After all, none of that work or technology is free! Consultants Yes, you may need to engage with consultants to assist you along the way - whether they are there to coach and advise or to actually conduct a chunk of the work. Consultants, but just keep associated costs in mind under this header.

Journey mapping 108

Journey mapping Consulting Consulting Surveys 108

CX Accelerator

NOVEMBER 11, 2022

Then there’s the organizational skills required to get the right people in the room, the communication and presentation skills needed when standing out the front of workshops, and the analytical skills required to develop personas and the accompanying service design blueprints.

Journey mapping 307

Journey mapping Analytics Customer centricity Government 307

Lumoa

MAY 5, 2022

The ability to deliver happens in the interaction between people and the smart use of technology. Once you know what your customers need, what they do, who they are, and where they are going, you can ensure the right CX processes and technologies. You can not deliver good CX alone.

Customer Experience 110

Customer Experience Consulting Consulting B2C 110

Calabrio

JUNE 29, 2020

At the onset of the pandemic, we immediately looked for ways to use technology to empower our global employees. I am excited to see where our collective innovation takes us as we continue to embrace the collaborative potential of technology that the pandemic amplified. . In a matter of days, we set up webinars on?

Best practices 105

Best practices Employee engagement Consulting Consulting 105

AWS Machine Learning

APRIL 22, 2024

For more details on how to create HyperPod clusters, refer to Getting started with SageMaker HyperPod and the HyperPod workshop. Create a VPC, subnets, and a security group Follow the instructions in the Own Account section of the HyperPod workshop. Leave your feedback on this solution in the comments section.

Scripts 86

Scripts Engineering Management Benchmark 86

ConvergeOne

FEBRUARY 1, 2022

Regardless, step #1 of any modernization effort should always be to consult with IT. Maybe you assume they’re not keeping up with the latest technology trends, or maybe they don’t move as fast as you’d like them to. Do you need the new technologies to integrate with other systems? You should still ask them. Maybe… but maybe not.

Customer Experience 84

Customer Experience Customer Care Self service Consulting 84

Creative Virtual

JULY 1, 2021

And whilst the technology platform is clearly a key part, the experience and expertise are often undervalued. That was the motivation for our previous whitepaper, ‘Guide to Selecting a Virtual Agent or Chatbot Vendor: Forget the Technology & Focus on Experience’.

Enterprise 52

Enterprise Virtual Agent Chatbots Consulting 52

ConvergeOne

FEBRUARY 22, 2022

In my last blog post , I advocated for beginning your customer experience modernization journey by consulting with IT. Technology has advanced to the point where it doesn’t require 18 months of budgeting and planning only to produce a solution that is not optimized in the current environment.

Self service 98

Self service Customer Experience Interactive Voice Response Engineering 98

ConvergeOne

MAY 24, 2022

Other solutions and applications include: Industry-leading consulting workshops and assessment of network Infrastructure, cybersecurity, collaboration tools, policies, and processes that enable leaders to act on fact. Managed solutions to augment teams in advanced technologies. with no interruptions or outages.

Education 70

Education Consulting Consulting Contact Center 70

Creative Virtual

AUGUST 11, 2021

Innovative, cutting-edge, ground-breaking – these are all words used regularly to describe conversational AI technologies. Being the organization that deploys an innovative technology typically requires being comfortable with a high level of risk. You don’t need to be an early adopter of innovations to benefit from the technology.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Self service 52

Steve DiGioia

DECEMBER 5, 2016

Dennis worked with the Walt Disney World Company for twenty years and now consults with organizations around the world, helping them achieve their customer service goals. I advise my consulting clients to identify three things they would want customers to say or think about the organization after any interaction. Dennis Snow.

Customer centricity 264

Customer centricity Metrics Consulting Consulting 264

Fonolo

NOVEMBER 13, 2018

Now in its seventh year, Smart Customer Service shines a spotlight on the innovative ways CS technologies are shaping our lives and changing how CS professionals do business. The day includes a wealth of networking opportunities, roundtable discussions, and expert-led workshops. Where: Marco Island, Florida. An added bonus?

Customer Service 108

Customer Service Contact Center Engineering Education 108

Creative Virtual

JULY 30, 2019

As someone who has been involved with virtual agent and chatbot technology since its infancy, I felt passionately that it was time for my company to act – and the expert team at Creative Virtual agreed. We know intimately how well this technology can work for enterprises and don’t want them to continue to miss out on those benefits.

Chatbots 40

Chatbots Virtual Agent Telecommunications Enterprise 40

Beyond Philosophy

DECEMBER 19, 2020

We feel pressure about our jobs, job performance, and relying on technology in new ways (and managing it) to get work done. From the beginning, Dr. Mohan takes a consultative approach to stress management. For example, Dr. Mohan’s Hello Health practice also does workshops that put everybody on the same page.

Consulting 248

Consulting Consulting Management Coaching 248

Aspect

NOVEMBER 30, 2017

Combining the expertise of your team with the latest technology innovations is what allows organisations to grow and protect future profitability. Why on earth would you want to share these with anyone else? For our customers, best practice exchange has been a solid pillar of our own Aspect customer care for many years.

Banking 65

Banking Best practices Consulting Consulting 65

AWS Machine Learning

JANUARY 5, 2024

By the end of the consulting engagement, the team had implemented the following architecture that effectively addressed the core requirements of the customer team, including: Code Sharing – SageMaker notebooks enable data scientists to experiment and share code with other team members.

Management 110

Management APIs Engineering Government 110

360Connext

AUGUST 9, 2017

Perhaps they were in marketing, or technology or operations. CX Strategy by Technology. But technology on its own is never a solution. But technology on its own is never a solution. “…technology can turn into a very expensive and time-consuming distraction.” Hold a workshop! Sign Me Up! .

Journey mapping 92

Journey mapping Airlines Customer Experience Technology 92

NobelBiz

JUNE 19, 2023

By harnessing cutting-edge technology and advanced analytics, call centers can gain valuable insights into their operations as they unfold , making informed decisions in the heat of the moment. Looking ahead, we can anticipate how this technology will continue to evolve, leading to even more advantageous outcomes for call centers.

Call Center 52

Call Center Coaching Contact Center Metrics 52

Mindtouch

OCTOBER 14, 2016

Paul Brady, Lead/Manager, Documentation and Training at Akamai Technologies, Akamai Technologies , Inc., Arnold Burian, Senior Manager, Global Technology, Deloitte LLP, @arnoldburian. Monte Enbysk, Writer, Marketing Consultant, Microsoft Alumni Network, @monteenbysk. paulcbrady. Jack Molisani, President, ProSpring Inc.,

Consulting 91

Consulting Consulting Engineering Construction 91

ChurnZero

MARCH 3, 2020

Conferences, forums, and workshops are a great way to brush up on your skills, learn new ones and hear from thought leaders and experts in your industry. This event takes a unique approach to getting your hands dirty, with workshop components like no other. Speaker: Amy Mustoe, Principle Consultant and Coach, The Success League .

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. Kerry Bodine has established the consulting firm, Kerry Bodine & Co.,

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Monet Software

MARCH 26, 2020

For example, you’ll want to decide which technologies to keep inhouse and outsource—it’s not all or nothing. Cloud solutions offer flexibility and can be used to fill technology gaps, as well as replace entire systems and solutions. You may be wondering what to do with data that is on-prem. At Verint, we offer a selective move of data.

Coaching 71

Coaching outsourcing Strategic Value Enterprise 71

teleopti

DECEMBER 2, 2019

Based on the insights of Calabrio/Teleopti’s customer community combined with our first-hand experience of guiding organizations through the often-complicated maze of scheduling and forecasting, here is an insider’s guide to making the most of your WFM technology. . 5 ways to become a WFM guru. Get to know your people.

Coaching 68

Coaching Employee engagement Consulting Consulting 68

Creative Virtual

OCTOBER 24, 2019

Creative Virtual will be joining our partner Continuous Technologies at the symposium, which will be held at the Hong Kong Disneyland Resort on 31 October 2019. I’ll also share my top tips for incorporating these technologies into CX strategies for long-term success. Hope to see you there!

Virtual Agent 40

Virtual Agent Chatbots Self service Consulting 40

AWS Machine Learning

MARCH 31, 2023

You can follow the steps in the implementation guide for automated deployment , or explore the AWS QnABot workshop. About the Authors Tony Momenpour is a systems consultant within the Kentucky Transportation Cabinet. We’d love to hear from you. Let us know what you think in the comments section.

Virtual Agent 77

Virtual Agent Self service Transportation Customer Experience 77

NobelBiz

JULY 31, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz Key Features of Call Queuing Systems & Their Implementation Navigating the nuanced world of call queuing systems, one quickly discerns that it’s the features that drive efficacy. Feature Workshops Competency Matrix: Design workshops based on a competency matrix.

Wait times 52

Wait times Telecommunications Call Center CRM 52

CSM Practice

SEPTEMBER 15, 2019

Here are a few processes that worked successfully for our consulting firm, CSM Practice : 1) Onboarding Process. 3) Workshops. For key accounts, consider offering free on-site workshops to engage in more in-depth strategy discussions and continuously develop a trusted advisory rapport with your decision makers.

Accountability 45

Accountability Consulting Consulting Upselling 45

CSM Magazine

NOVEMBER 30, 2016

Much of this change is being driven by the pervasiveness of technology, especially social media. The following are some of the trends in customer service expectations that I have identified by talking to workshop attendees, customers, friends, and conducting a survey of available research and publications. 24/7/365 mentality.

Customer Service 84

Customer Service Multichannel Scripts Consulting 84

ClearAction

FEBRUARY 27, 2017

Most customer experience technology providers, and many consultants, do not have personal career experience in driving business change — and their self-interest is elsewhere — so this critical success factor gets glossed over rather than placed at the outset. You get what you empower. This requires cross-functional collaboration.

Metrics 71

Metrics Accountability Surveys Feedback 71

C Space

OCTOBER 8, 2021

C Space’s customized customer programs are tailored based on specific business needs and include private online communities, in-person live events, visual storytelling, co-creation workshops, and business consulting. About C Space. C Space is a part of the Interbrand Group. To learn more, visit www.cspace.com.

Banking 69

Banking Customer centricity Consulting Consulting 69

NobelBiz

JUNE 5, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz By leveraging data-driven insights, employing skilled agents, and utilizing advanced technology, agents can tailor their approach, messaging, and offers, creating meaningful connections that resonate with individuals on a personal level.

Call Center 52

Call Center Scripts CRM Contact Center 52

Callminer

APRIL 21, 2020

Joe is the Business Development Consultant at My Trading Skills , with over 17,000 unique visitors per month. “My What I liked the most are the seminars and workshops we did all year round. One of the workshops I attended was about identifying the type of trainee you’re dealing with so that you can customize their learning.

Call Center 182

Call Center Management Scripts Coaching 182

ClearAction

FEBRUARY 27, 2017

Most customer experience technology providers, and many consultants, do not have personal career experience in driving business change — and their self-interest is elsewhere — so this critical success factor gets glossed over rather than placed at the outset. You get what you empower.

Metrics 54

Metrics Consulting Consulting Accountability 54

Clarabridge

SEPTEMBER 21, 2017

I wouldn’t go as far as calling it fake news, but some consultancies and technology providers are seriously neglecting the holistic perspective in favour of pushing their particular slant on the CX revolution. The focus on the new upcoming ebook and workshop is IMPLEMENTATION.

Average Handle Time 45

Average Handle Time Metrics Customer emotions Consulting 45

NobelBiz

APRIL 3, 2023

This could result in considerable financial savings for contact centers; for instance, if a 100-seat call center has agents handling an average of 10 calls per hour and deploying Interactive Voice Response (IVR) technology to reduce the total time spent on each phone call by one minute, the cost savings could exceed $250,000 per annum.

Self service 52

Self service Contact Center Interactive Voice Response Banking 52