Knowmax

OCTOBER 5, 2021

Knowledge Management, AI and their role in digital transformation.

Management 52

Management 52

DMG Consulting

APRIL 16, 2019

Essential Role of Contact Centers in Digital Transformations. We’re in the period of digital transformation, but surprisingly, contact centers are sometimes left out of these initiatives. Digital transformation means different things to most organizations. Final Thoughts.

Contact Center 59

Contact Center Enterprise Consulting Consulting 59

ShepHyken

FEBRUARY 26, 2024

What role does gaining true senior executive alignment play in the success of transformative initiatives? This approach rallies everyone in the organization around a common goal and gives them a clear understanding of their roles in achieving it. They must know where it’s going and their role in making the transformation happen.

Customer Experience 231

Customer Experience Customer Service 231

CCNG

SEPTEMBER 13, 2023

Recently CCNG members and area contact center professionals were invited to the Alcon North America Customer Service Operations Center in Fort Worth Texas for a group discussion into Alcon's journey of digital transformation over the years. Now they are in the Digital Acceleration phase to optimize these processes.

CCNG 195

CCNG Contact Center Interactive Voice Response Education 195

Zappix

AUGUST 9, 2023

In the modern era of digital advancements, technology has brought about a revolution across numerous sectors, including healthcare. On-demand applications and digital platforms for.

Healthcare 40

Healthcare Technology 40

ShepHyken

AUGUST 28, 2023

They break through the clutter of digital communication and create a meaningful connection with customers and clients. The physical and digital worlds can work together to enhance customer experience. How does technology play a role in creating authentic handwritten notes at scale?

Personalization 173

Personalization Customer Experience Journey mapping Marketing 173

ShepHyken

NOVEMBER 27, 2023

While digital self-service solutions continue to evolve and enhance the customer experience, phone support remains essential for customers to interact with companies. This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more:    What is the role of generative AI in improving customer experience?

Customer Experience 235

Customer Experience Self service Chatbots Engineering 235

CCNG

OCTOBER 4, 2023

In all of these cases, the technology removed some roles and then created new roles: mechanics for the steam engines, digital marketers, web designers and analysts for the web stores, and programmers for the word processors. Remember when e-commerce sounded the death knell for retail shops? AI in CX will follow the same pattern.

CCNG 195

CCNG Engineering Chatbots Education 195

Myra Golden Media

FEBRUARY 24, 2022

I facilitated five live digital De-escalation workshops last week. If employees are now having to take on many unexpected roles—therapists, cop, conflict-resolution negotiator—then workplace managers are acting as security guards and bouncers to protect their employees.” Myra Golden. The New York Times said that.

Personalization 334

Personalization Management Customer Service Customer Experience 334

ShepHyken

MARCH 6, 2023

Anytime you digitize an experience or introduce new technology, ensure you have the basic tools your customers need to easily find what they need, like a good knowledge base on your website, FAQs, or video tutorials. .” Regardless of role, having a truly customer-centric culture will help fuel better employee retention.”

Feedback 313

Feedback Customer centricity Contact Center Surveys 313

TELUS International

DECEMBER 6, 2018

For digital transformation to work, corporate culture needs to be nimble, collaborative and open to calculated risk.

80

80

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

SmartKarrot

OCTOBER 16, 2023

One effective way to achieve this is through the implementation of digital playbooks in business continuity planning. This approach combines the power of digital tools with strategic guidance to ensure smooth operations, optimize customer success , and drive sustained growth. What is Business Continuity Planning?

Transportation 10

Transportation CRM Analytics Best practices 10

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

ShepHyken

JANUARY 17, 2023

Top Takeaways: Customers want digital self-service options for transactional or routine issues and services. Some companies force customers to use digital options by creating a difficult and unpleasant experience on the phone, such as extremely long hold times. Create a good digital experience that customers love using.

Journey mapping 156

Journey mapping Self service Finance Technology 156

Cyara

SEPTEMBER 28, 2023

As digital transformation takes hold across all industries, businesses must quickly adapt and update their tools for customer engagement to more efficiently grow and expand their operations. And as we’ll discover, regression testing services play a crucial role in this.

Contact Center 136

Contact Center Customer Experience 136

ConvergeOne

APRIL 12, 2024

In today's digitally connected world, the frequency and sophistication of cyber-attacks continue to rise, posing significant threats to individuals, businesses, and educational institutions. While preventive measures play an important role in minimizing vulnerabilities, a comprehensive cyber recovery strategy is equally essential.

Education 75

Education 75

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

NICE inContact

MARCH 11, 2021

The digital customer journey is very different from a physical shopping experience, yet it is very much the same. With the ever-changing needs of the consumer, it can be difficult for businesses to keep up and ensure that customers have a seamless buying journey from start to finish and beyond.

Contact Center 62

Contact Center Customer Experience 62

VirtualPBX

JANUARY 25, 2024

However, the advent and widespread adoption of digital communication technologies pose a significant question: Are POTS lines on the verge of obsolescence? Through the 20th century, POTS lines played a crucial role in facilitating communication, offering a reliable means of connection during an era dominated by analog technology.

voip 105

voip Telecommunications Technology 105

TechSee

MARCH 7, 2023

Marlene Kolodziej, DBA, ITIL, Senior Vice President, Service Delivery, Ricoh – Recently highlighted as a CX Innovator, Dr. Marlene is a champion for customer and employee experience, driving the adoption of technology, experience engagement, and process to accelerate and shape digital transformation.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better!

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

24-7 InTouch

MARCH 6, 2024

In 2024, the fintech industry finds itself at the forefront of technological evolution, driven by the unprecedented surge in digital transactions. As financial operations become increasingly digitized, the spotlight is firmly on cybersecurity. The potential threats include data breaches, identity theft, and financial fraud.

Government 52

Government Benchmark Banking Accountability 52

Cisco - Contact Center

JANUARY 23, 2024

In the ever-evolving landscape of business and technology, the role of digital infrastructure has never been more critical. Recent surveys by IDC highlight that most enterprises recognize the pivotal… Read more on Cisco Blogs

Enterprise 84

Enterprise Surveys Technology Customer Experience 84

C3Centricity

MARCH 12, 2024

The answer is that a business can benefit from technology in this digital age to attract high-quality traffic and engage customers effectively. This guide is for all executives who recognize the critical role that strategic, data-driven customer engagement plays in their company’s success.

Entertainment 90

Entertainment Engineering Marketing Analytics 90

Comm100

MARCH 20, 2024

When done right, digital communication offers governments and agencies the opportunity to build, maintain, and restore trust. Canada, and the UK, and offers insights into how digital communication can play a pivotal role in reversing this trend. Read on to find out how to increase trust in government institutions and agencies.

Government 75

Government Chatbots Self service Wait times 75

24-7 InTouch

NOVEMBER 2, 2023

Kotecha and Kozlowich, who have both been with the company for over a decade, bring a wealth of experience to the role. Mitul and Shane are proven leaders who have been instrumental in our growth and success, and I am excited for their new roles and for what’s next in our company’s evolution as a disruptive market leader.”

Real estate 111

Real estate Finance Contact Center Technology 111

Zappix

MARCH 18, 2024

With high-profile customers and industry-leading partners, Zappix is changing how consumers connect with businesses by bringing an AI-powered digital Engagement Platform to the market. This is a sales quota carrying role and amazing opportunity to exceed on-target earnings with an un-capped sales model.

Sales 52

Sales Management Interactive Voice Response Self service 52

TechSee

NOVEMBER 7, 2023

In an increasingly digital world, Hotpoint is driving purposeful innovation to meet the evolving needs of its customers. “Giving “eyes” to help desk agents has completely transformed their roles within the business. ” Taylor Mumby, UK Digital Transformation Manager, Whirlpool Corporation.

Customer Experience 124

Customer Experience Engineering Call Center Technology 124

AWS Machine Learning

MARCH 22, 2024

Contentful is an intelligent composable content platform that allows the creation and management of content to build digital experiences. Generative AI also plays a critical role in eliminating the “blank page” problem, where a digital team spends more time figuring out where to start than actually creating great content.

Engineering 88

Engineering Consulting Consulting Enterprise 88

Zappix

APRIL 15, 2024

In the modern age, where technology permeates every aspect of our lives, it’s only natural that public services adapt to leverage digital tools to serve their constituents better. These tools are revolutionizing the public sector landscape, from digital outreach initiatives to self-service platforms and AI-powered agent assistants.

Government 52

Government Self service Advertising Chatbots 52

Zappix

FEBRUARY 20, 2024

As call centers continue to evolve, the role of digital tools in optimizing agent interactions has become increasingly crucial. Optimize Every Agent Interaction: Digital tools empower call center agents to optimize every interaction by providing them with agent-initiated self-service tools.

Call Center 52

Call Center Agent burnout Customer Experience Average Handle Time 52

ChurnZero

APRIL 18, 2024

Congratulations – you’re adopting a digital customer success strategy! Ask yourself what was working well in the before-times, when high-touch, low-tech, analog interactions ruled, and make sure to leave room for those tried and tested tactics amidst the new, digital landscape. So, now what? Wait, say that again? Balance is key.

Journey mapping 52

Journey mapping SaaS Metrics Engineering 52

CSM Magazine

MARCH 5, 2024

Business Systems Ltd , a leading provider of compliance and digital transformation solutions, has proudly announced the appointment of Mike Wardell as the company’s new Chief Executive Officer (CEO). His leadership style aligns perfectly with Business Systems’ commitment to excellence and client satisfaction.

Calibration 52

Calibration Banking Management Customer Experience 52