Hero Digital

MARCH 26, 2021

Hero Digital, a leading digital customer experience (CX) company and Platinum Adobe Solution Partner, and FullContact, the industry leader in consumer Identity Resolution as a service, today announced their partnership to provide clients with new capabilities to recognize and enrich anonymous website and mobile app visitors.

Personalization 98

Personalization Banking Technology Customer Experience 98

24-7 InTouch

APRIL 13, 2023

Shortly after implementations, the brand partner saw the following results: After partnering with IntouchCX, Showtime saw the following results: Surpassed SLA goal of 84% Achieved a 99% Offer Rate and 15% Acceptance Rate The post Case Study: How To Improve the Digital Experience on Streaming Platforms appeared first on IntouchCX.

Customer Care 52

Customer Care Personalization Entertainment 52

Revation Systems

AUGUST 16, 2022

SAN FRANCISCO–( BUSINESS WIRE )–Revation Systems, a digital Contact Center as a service platform (CCaaS) for highly regulated industries, today announced a new milestone in its momentum. According to Statista, the momentum for consumers to embrace digital banking has continued unabated, jumping from 61.3%

Banking 62

Banking Contact Center Best practices Technology 62

Nicereply

MARCH 25, 2021

Brands that use digital adoption platforms can predict customers’ needs, wants, and best interests as they have access to rich data and useful apps. Did you know that 70% of companies either already have a digital transformation strategy that they are implementing or have plans to implement it? Make precise personalization.

Customer Experience 52

Customer Experience Entertainment Customer Support Personalization 52

Nuance

JULY 19, 2022

This post is co-authored by Charles Lamanna, Corporate Vice President, Business Applications and Platform, Microsoft, and was originally published on Microsoft.com on July 19, 2022. In today’s digital world, brand reputation is synonymous with customer experience, including the quality of customer care.

Customer Care 52

Customer Care Contact Center Customer Experience Enterprise 52

Nuance

JULY 19, 2022

This post is co-authored by Charles Lamanna, Corporate Vice President, Business Applications and Platform, Microsoft, and was originally published on Microsoft.com on July 19, 2022. In today’s digital world, brand reputation is synonymous with customer experience, including the quality of customer care.

Customer Care 52

Customer Care Contact Center Customer Experience Enterprise 52

Totango

JANUARY 10, 2019

Many companies still use “old school” methods of customer growth and don’t know how to update their customer engagement platforms and practices. And for those who are looking to modernize in order to compete in today’s customer-centered economy, there are a lot of customer engagement platforms to choose from.

Enterprise 63

Enterprise SaaS CRM Upselling 63

Topdown

OCTOBER 5, 2017

The Forrester Wave™: Digital Experience Platforms, Q3 2017 report came out recently, and we were extremely interested to see how things have changed since the last DX Platform Wave came out in 2015.

Marketing 67

Marketing Customer Experience 67

Natalie Petouhof

NOVEMBER 2, 2016

Tweet Constellation Research is launching a new program, and I’m happy to share that Oracle has been listed on the Constellation ShortList ™ for Social / Digital Media Listening / Monitoring/ Engagement Platforms. The program offers buyers of technology a list of offerings to consider in their pursuit of digital transformation.

APIs 84

APIs Advertising Analytics CRM 84

Win the Customer

MARCH 7, 2016

Looking back at my experience, I could compare it to the many frustrating occasions where digital platforms damaged my experience instead of enhancing it. And here is what I learned: Digital platforms are not an option anymore and this is good news. Digital platforms are magic… provided they enhance human connections.

Customer Experience 95

Customer Experience Benchmark Surveys CRM 95

Beyond Philosophy

MARCH 29, 2024

The ease of digital communication is eroding traditional manners. It shows how communication norms differ across platforms. Understanding the norms of each platform and maintaining in-person connections can help avoid being ghosted. It often happens online, like in dating apps, leaving one wondering what went wrong.

Personalization 222

Personalization Technology 222

Topdown

MARCH 16, 2016

Forrester analysts have been doing a great job of summarizing, categorizing and evaluating what’s going on in the world of digital customer experience management.

Customer Experience 67

Customer Experience Management 67

Knowmax

JULY 27, 2020

Ticket portal: Unified platform for assisted & digital teams.

Customer Experience 52

Customer Experience 52

Influitive

MAY 12, 2020

The post Influitive builds high-level digital events in weeks through its new platform, Virtual EventHub appeared first on Influitive. The post Influitive builds high-level digital events in weeks through its new platform, Virtual EventHub appeared first on Influitive.

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Waterfield Technologies

APRIL 28, 2020

The post Taking a Platform Approach to Conversational AI Brings Simplicity and Speed to Digital Transformation appeared first on Waterfield Technologies.

Customer Care 52

Customer Care Technology Management Virtual Agent 52

ShepHyken

NOVEMBER 1, 2022

Serve and Sell Your Customers with An Amazing Digital CX. Creating the Digital Experience That Builds Trust with Your Customers. He shares how organizations can establish a strong digital brand identity, share knowledge, and create lasting relationships with their customers through social media platforms.

Personalization 296

Personalization Customer Service Sales Marketing 296

ShepHyken

APRIL 1, 2022

He writes about the future of digital customer experience and explores the CX predictions and trends for 2022. Digital Marketing and purchasing have grown to a large extent over a couple of years. Since the arrival of the pandemic, customers have shifted more towards dealing with businesses digitally. Being Omnipresent.

Feedback 196

Feedback Entertainment Surveys Banking 196

TechSee

AUGUST 10, 2023

TechSee’s visual automation platform uses computer artificial intelligence (AI) and augmented reality (AR) to enhance customer and contact center engagements. As a visual platform, TechSee converts phone calls into live augmented reality sessions and enhances service automation by bringing computer vision AI to chat and automated workflows.

Average Handle Time 206

Average Handle Time Interactive Voice Response First call resolution Cloud contact 206

TechSee

AUGUST 17, 2023

8 Ways to Optimize Remote Technician Downtime A remote video platform can significantly enhance the effectiveness of field service technicians by providing them with valuable tools, information, and support. Documentation and knowledge sharing: Technicians can use the video platform to record their work processes and solutions.

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ShepHyken

AUGUST 27, 2021

This week we feature an article by Jafar Sadhik, a digital marketer in the fields of SaaS tools, data management, and finance management. The prime intention of a company should be to create a brilliant path of customer experience throughout the map of touchpoints in its physical or digital presence. . New leads to loyal customers .

Customer Experience 380

Customer Experience Technical Support Finance Customer advocacy 380

Contact Center Pipeline

OCTOBER 13, 2022

In recent years there has been an uptick in the number of digital channels through which customers can be engaged. These range from websites to mobile phone apps, to social media and eCommerce platforms, to the Internet of Things, and to virtual assistants such as Siri and Alexa. This is on top of traditional voice […].

Management 147

Management Interactive Voice Response Chatbots Customer Experience 147

Topdown

DECEMBER 14, 2015

In a recent webinar entitled Who Won the Digital Experience Race? Hint: It’s Not Over Yet , Forrester analysts Mark Grannan and Ted Schadler discuss why you need a digital experience platform, who’s winning the platform war, and how to go about choosing the best platform(s) for your organization.

Customer Experience 48

Customer Experience Technology 48

Uniphore

JANUARY 26, 2017

Widespread adoption of this digital technology is taking place rapidly. This document outlines the features you should look for in a digital engagement platform. Click to Read White Paper. Introduction. Visual IVR has gone mainstream. However, not all Visual IVR solutions are the same. Read More.

Interactive Voice Response 56

Interactive Voice Response Technology 56

Contact Center Pipeline

AUGUST 12, 2021

From remote workers to Netflix bingers, a critical commonality among people was the rapid adoption of digital platforms. Millions of people are now embracing a digital-first approach […].

Contact Center 240

Contact Center Customer Experience Engineering Accountability 240

NICE inContact

DECEMBER 4, 2019

E-commerce printing company Digital Room had been using different vendors for voice, email and chat. From downtime to sub-optimal scheduling to the lack of a unified picture of performance, the fragmented system presented a growing array of issues that eventually caused the company to re-think its options.

Contact Center 62

Contact Center Best practices Call Center 62

ForeSee

MAY 21, 2019

We’re so pleased to share a new report published by Forrester: The Forrester Wave™: Digital Voice-Of-The-Customer Specialist Platforms, Q2 2019. It’s the first-ever Wave on this category, and in our.

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C3Centricity

APRIL 23, 2024

The rapid evolution of today’s digital landscape only compounds these challenges, demanding strategic agility and an analytical mindset from today’s marketing leaders. ROI on Marketing and Digital Specifically The rule of thumb for marketing ROI is typically a 5:1 ratio, with exceptional ROI being considered at around a 10:1 ratio.

Marketing 90

Marketing Advertising B2B Analytics 90

CSM Magazine

APRIL 30, 2024

In a project with Sabio Group, the digital customer experience (CX) transformation services specialist, the Hungarian firm was awarded a ‘Project Falcon’ Innovation Award for its transition path to a subscription business model. This partnership with Sabio aims to fill this gap and carry out an extensive global digital transformation.

SaaS 52

SaaS B2C Construction Consulting 52

ConvergeOne

JANUARY 23, 2024

With customer experience at the core of its mission, Press Ganey set out to design a cloud-hosted, self-service platform that would give providers access to dashboards with insights and advanced analytics. This platform would help providers improve safety, clinical excellence, workforce engagement, and the patient experience.

Healthcare 92

Healthcare Engineering Self service Analytics 92

IdeasUnlimited

FEBRUARY 14, 2024

In the dynamic and ever-evolving digital landscape, the online presence of a business has become a cornerstone of success. From the rise of e-commerce to the influence of social media, the digital realm has transformed how businesses connect with their audience.

Marketing 98

Marketing Engineering industry standards Advertising 98

Zappix

APRIL 22, 2024

With the advent of digital technology, healthcare providers are increasingly turning to innovative solutions to enhance customer service and improve patient experiences. According to the Kyruus 2023 Patient Access Journey Report , digital tools are playing a pivotal role in reshaping how patients interact with healthcare systems.

Healthcare 52

Healthcare Customer Service Self service Personalization 52