ECXO

AUGUST 12, 2024

All rights reserved © ECXO.org CX Design Matters: The Hidden Key to Boosting Tech Adoption Rates In today’s fast-paced digital world, the design of technological products plays a crucial role in determining their adoption rates and the overall experience they deliver to users. billion in 2020. Designed by DALL·E.

CX 395

CX E-commerce Legal B2C 395

Callminer

MAY 26, 2020

At the heart of most technological optimizations implemented within a successful call center are fine-tuned metrics. Operating a growing call center operation involves logging and assessing myriad moving elements at once. It can be close to impossible to manage these critical success factors without help from specialized software.

Customer Satisfaction 340

Customer Satisfaction Touchpoint Start-ups CX 340

Uniphore

NOVEMBER 17, 2021

November 17, 2021 — Uniphore , the leader in Conversational Automation, today announced it ranked 248 th on the Deloitte Technology Fast 500 , a ranking of the 500 fastest-growing technology, media, telecommunications, life sciences, fintech, and energy tech companies in North America, now in its 27 th year. technology sector leader.

Technology 246

Technology Technology Innovation Entertainment 246

eglobalis

OCTOBER 14, 2024

Third, the rise of AI and technology has outpaced the development of new educational tools, leaving many learners without access to the personalized learning methods that could benefit them the most. First, there’s an overemphasis on standardized models and certifications that don’t teach practical skills.

Education 447

Education Customer Experience Customer Journey Map Innovation 447

ECXO

MARCH 6, 2025

It is a comprehensive effort that goes beyond isolated fixes, requiring alignment of leadership, strategy, culture, technology, and processes around the goal of delighting the customer. Transforming customer experience in a B2B organization is as much about changing mindsets and behaviours as it is about new processes or technologies.

CX Transformation 339

CX Transformation B2B CX Government 339

eglobalis

JUNE 27, 2024

Implementing Technology Solutions Investing in technology that enhances the customer experience is essential. However, merely implementing these technologies without practical actions and listening to your customers and following the company mission and goals will not turn your company into a winner.

Customer Experience 453

Customer Experience VOC Net Promoter Score Government 453

Beyond Philosophy

FEBRUARY 10, 2020

Traditional growth includes improvements in functionality in a rational way, e.g., faster processors in technology, new delivery times, or improved networks or network access for telecommunications, and other things along these lines. New Sales Growth: This area includes increases in sales, market share, or new customer acquisition.

Hospitality 172

Hospitality Hospitality Business Growth Customer Acquisition 172

Fonolo

NOVEMBER 5, 2020

The State of the Contact Center 2020. Get call-back technology. Call-back technology is a super simple way to provide exceptional service to your customers. Suppose your business doesn’t have call-back technology or alternative channels to manage customer inquiries. It’s a win-win! Make sure you’re well-staffed.

Contact Center 132

Contact Center Social Media Omnichannel Start-ups 132

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. It’s a new decade that will be characterized differently by social, economic, technology, legal and competitive forces. We have the technology to do this. Get ahead by making significant turns yourself now.

CXM 120

CXM Customer Experience Non-Profits Close the Loop 120

Fonolo

JANUARY 20, 2020

Happy 2020, Fonolo Followers! Welcome to our *new* biweekly news roundup, where we give you the latest and greatest in customer service technology, news, and views. A new report spells out the state of the contact center in 2020. The gist: Several trends are poised to make a significant impact on contact centers in 2020.

Contact Center 117

Contact Center Customer Service Healthcare Omnichannel 117

Fonolo

JANUARY 14, 2020

Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Top Pick: 20 ways to create an amazing customer service experience in 2020.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Taylor Reach Group

JANUARY 17, 2020

For many contact centers, the road to 2020 is strewn with unfulfilled New Year resolutions from the previous decade, abandoned optimization projects and discarded digital transformations pave the way. Start by investing in the tools and technology your employees need to perform their jobs. by JD Fairweather.

Contact Center 111

Contact Center Start-ups Customer Satisfaction Technology 111

SurveySensum

JULY 14, 2020

Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI. LinkedIn : [link]. Website : [link] /.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Fonolo

FEBRUARY 23, 2021

It’s a quick rundown of call centers and how contact center technology has developed over the last 70 years. What does call center technology mean? Call center technology refers to a vast range of software and hardware used to run the modern call center. A Short History of Call Center Technology.

Technology 96

Technology Technology Contact Center Start-ups 96

Fonolo

AUGUST 29, 2019

Their 20/20 industry insights will propel your contact center to success in, fittingly, the year 2020.*. Jon Arnold, Technology Thought Leader, Analyst, and Speaker: “The two themes I cited here last year – messaging and AI – continue to dominate the contact center landscape. If technology can help, great!

Contact Center 121

Contact Center AI Technology Technology 121

C3Centricity

MAY 25, 2020

Do you believe that using technology to understand customers is the only way today? In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! The latest technology is not going to make up for your lack of thinking! Were you surprised to read the title of this post?

Technology 121

Technology Technology Agriculture Retail 121

Hodusoft

FEBRUARY 9, 2022

Contact Center Technology Trends to Watch in 2022. 2020-21 saw most contact centers make a shift to cloud contact center software. New technologies are flooding the market with an intent to help the call center and contact center industry address its myriad challenges. Contact Center Technology Trends in 2022.

Contact Center 98

Contact Center Technology Technology Social Media 98

Fonolo

JANUARY 26, 2021

Virtual queuing and automated call-backs may seem like new technology, but companies have just been holding out on you. Virtual queuing technology has a long history. As this was all relatively new technology, people had no idea what high call volume looked like or what to do with it. The first call center tech was analog wires.

Technology 108

Technology Technology Legal Contact Center 108

VOZIQ

DECEMBER 17, 2020

Recently, VOZIQ’s predictive customer retention solution was honored for consistent innovation and extraordinary value creation and won the 2020 Product of the Year award. We want to share with you some of our most popular blogs of 2020, in case you missed them when we first published them.

Customer Retention 98

Customer Retention Text Analytics AI Engineering 98

eglobalis

OCTOBER 9, 2024

Does your technology stack support the requested feature? Technical Limitations Sometimes, a feature request is not feasible with the existing technology stack or product architecture. Will it require significant engineering hours or new infrastructure? Offer phased development timelines if feasible.

Customer Feedback 511

Customer Feedback Compliance Innovation B2B 511

Uniphore

JUNE 9, 2021

In fact, 65 percent of executives in a 2020 survey cited automation as a catalyst for modernizing legacy business practices. Design your employee and customer experiences to align common outcomes Today’s customers are more technologically savvy than ever, and their experiences over the past year have only increased their digital proficiency.

Contact Center 246

Contact Center Education AI Start-ups 246

C3Centricity

JANUARY 13, 2021

Perhaps that’s the reason why we recorded an over 15% increase in our readership in 2020. In appreciation of your loyalty, we have summarised the top twenty articles we published in 2020, so you can check that you didn’t miss any, or remind yourself of their usefulness: #1. Well think again!

Hospitality 111

Hospitality Hospitality Actionable Insights Artificial Intelligence 111

Logicalware

JANUARY 25, 2022

Tech analysts have announced their top technology trends to watch in 2022. A few familiar technology trends will also be making a comeback… Here are five trends you need to know about right now: 1. A few familiar technology trends will also be making a comeback… Here are five trends you need to know about right now: 1.

Technology 98

Technology Technology Customer Service Artificial Intelligence 98

Uniphore

AUGUST 6, 2021

Few events have tested the modern contact center—and exposed its shortcomings—like the 2020 pandemic. While agent expectations have increased dramatically, the state of agent enablement still looks much like it did before 2020. David Sokolitz, VP Solution Design at Arise Virtual Solutions, discusses the rise of complex transactions.

Contact Center 246

Contact Center Social Media Artificial Intelligence Voice of the Employee 246

Fonolo

DECEMBER 2, 2021

Though contact center technology has revolutionized the way agents are able to work remotely, managers and directors are still catching up when it comes to finding and implementing strategies to balance staffing needs. Contact center technology to help manage call volume. So, what’s the solution? Plus, so much more.

Contact Center 95

Contact Center Technology Technology Retail 95

Callminer

MAY 12, 2020

The existing body of tools, technology and assorted integrations that your company already has at its disposal should be taken into consideration before you make a final decision on a new tool to bring into your ecosystem. Call Center Monitoring Solutions. Analytics Solutions (such as speech analytics and interaction analytics tools).

Compliance 182

Compliance CRM Legal Customer Relationship Management 182

Totango

NOVEMBER 12, 2020

By making customer data accessible, accurate, and comprehensive, Customer Success technology creates a customer 360 view , which, in turn, makes it easier to strategize and take action to increase customer engagement, satisfaction, and retention. The average respondent planned to increase their CS investment by 10% in 2020.

Technology 108

Technology Technology NPS Hospitality 108

Fonolo

DECEMBER 8, 2020

But it wasn’t until 2020 that its true role became clear. 2020 was ‘the curb.’ Suddenly, experimenting with new technology wasn’t an obstacle; it was a life-saver. Suddenly, experimenting with new technology wasn’t an obstacle; it was a life-saver. ’ Lockdown broke everything.

Contact Center 154

Contact Center AI Artificial Intelligence Omnichannel 154

Gainsight

MARCH 4, 2022

In 2020, Gainsight’s Adam Joseph, Regional Vice President EMEA, recorded a series called The GameChanger Podcasts. As we looked back over the 2020 season, we realized there were incredible insights on customer success and life in general as people adjusted to a different work-life balance.

Healthcare 97

Healthcare CRM Sales Technology 97

Fonolo

NOVEMBER 19, 2020

Unsurprisingly, technology adoption and customer experience continue to be hot topics — and as the demand for cloud-based software grows to accommodate remote work, call-back technology is steadily gaining popularity. The State of the Contact Center in 2020. Call-back technology is more popular than ever. Improve CX.

Contact Center 162

Contact Center E-commerce Hospitality Hospitality 162

Uniphore

JULY 30, 2021

2020 Global Customer Experience Benchmark. When contact center leaders were asked what prevents them from running their dream contact center operation, they cite the same reasons year after year – lack of technology integration closely follows lack of budget. Overall, only 12.1% of businesses receive high NPS ratings though 81.9%

Innovation 246

Innovation CX Contact Center Artificial Intelligence 246

Uniphore

AUGUST 12, 2021

Alexa, Siri, Google Assistant—virtual assistants have transformed how we interact with technology and what we expect from it. Unsurprisingly, sales of these multimodal assistants grew 30% in 2020, while voice-only assistants saw a 3% decline.

Contact Center 246

Contact Center AI Sales Technology 246

ECXO

JULY 8, 2024

Enhancing Tech Adoption through Exceptional Design Introduction Originally posted at: [link] In the rapidly evolving landscape of technology, digital product design has emerged as a critical factor influencing adoption rates and overall customer experience. million in 2017 to over 10 million by 2020. million in 2017 to £162.7

Touchpoint 156

Touchpoint Technology Technology VOC 156

Aquire

AUGUST 27, 2021

Fast forward to today, however, and technological advancements in the retail industry have opened up a whole new world of possibilities. Technology is taking retail phygital. Now, technology has started to blur these boundaries, bringing the online and offline world ever closer together and augmenting our everyday reality.

Retail 98

Retail Technology Technology AI 98

Steven Van Belleghem

DECEMBER 9, 2020

Pre-COVID-19, the company had been working on a wearable to measure the distance between man and machine with very accurate ultrawide-band (UWB) technology in order to make industrial sites a lot safer. The post 10 fantastic Belgian examples of great Customer Experience in the horrible 2020 appeared first on Steven Van Belleghem.

Customer Experience 98

Customer Experience Sports B2C Start-ups 98

Intercom, Inc.

MAY 25, 2022

We exclusively build on top of a very small set of core technologies. We also partner closely with AWS on new technologies and approaches designed to future proof our rapid growth. This work was completed in early 2020 and the architecture allows us to scale our largest tables indefinitely.

Engineering 252

Engineering Technology Technology Customer Experience 252

CX Accelerator

JULY 1, 2020

This company bumped up their 2022 digital transformation strategy to 2020. Now more than ever, technology is vitally important. Here are five tips to have a successful digital transformation: Understand your digital transformation objectives and create a strategy, marrying business and technology in the final deliverable.

Contact Center 266

Contact Center CX Technology Technology 266