ECXO

JUNE 20, 2023

CX is everywhere. Businesses want a seamless CX just as they do in their personal lives. Employees that are driven by shared purpose and values feel more motivated, engaged and empowered = a better CX. Define your brand purpose before you embed it into your CX and EX Why does your business exist?

B2B 367

B2B Innovation CX Education 367

Fonolo

FEBRUARY 16, 2021

Contact center technology has come a long way since its early years as a jury-rigged air traffic control system. The pandemic has hastened many call center trends and compounded technological developments. Contact Center Trends 2021. The Full List of Contact Center Technology. Voice-to-Text. Watch this space!

Technology 134

Technology Technology Contact Center Sentiment Analysis 134

Customer Think

JULY 21, 2021

Businesses now realize the need for a customer-centric approach to transforming their customer experience (CX). According to the Zendesk Customer Experience Trends Report 2021, 75 percent of company leaders agreed that the global pandemic accelerated the acquisition of new technologies to get customer-centricity right.

CX Transformation 141

CX Transformation CX AI Technology 141

Uniphore

JULY 10, 2021

Brian Cantor Leading CX Industry Analyst Contact Center Week. Kumaran Shanmuhan CX & Automation Consulting Leader Jacada. Join this webinar to understand how your contact center peers are cutting agent training and onboarding time by as much as 75%, while boosting agent performance, retention, and CX scores. Copyright 2021.

Contact Center 223

Contact Center Legal Artificial Intelligence Social Media 223

Fonolo

MAY 6, 2021

The contact center industry boasts some of the most intelligent and innovative CX technologies out there. Six Crucial CX & Contact Center Trends That Will Shape 2021. Customer Experience Leaders Share Their Industry Trend Predictions for 2021. 5 Ways to Remove Friction in Your Customer Support Channels in 2021.

CX 132

CX Contact Center Omnichannel Customer Relationship Management 132

Shep Hyken

JULY 19, 2021

To maintain retail success in 2021 retailers will need to continue optimizing their digital experience. eWeek) Whether it’s an e-commerce giant like Amazon or a local shoe repair shop, great customer experience (CX) is a key factor that differentiates a business from its competitors. CRM Buyer) Despite U.S. Follow on Twitter: @Hyken.

E-commerce 131

E-commerce Customer Service Contact Center Retail 131

Uniphore

JUNE 10, 2021

Our solution: educate centers on the power of automation and empower agents to use technology to their advantage. Transition to work-at-home with legacy technology. 14 CX Leaders Show You How to Harmonize Silos and Elevate CX With Contact Center Automation. We also learned where automation can make the biggest impact.

Contact Center 246

Contact Center Outlook Gaming Education 246

Logicalware

JANUARY 6, 2022

As we begin a new year, we wanted to share some of your favourite articles from 2021. 2021 was a rollercoaster of lockdowns and reopenings. Total Experience: The technology trend set to shake up customer service in 2021. So what is it and why was it especially important for contact centres in 2021?

Technology 98

Technology Technology Customer Expectations Customer Service 98

Execs In The Know

OCTOBER 29, 2021

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc. Jamie Hudson.

Artificial Intelligence 98

Artificial Intelligence Engineering CX Education 98

Intercom, Inc.

DECEMBER 22, 2020

We broke down the key customer support trends you need to know for 2021. CEO of Officium Labs and co-founder of CX Accelerator Nate Brown on why proactive CX is the next competitive battleground, plus the 4 tenets of a great customer experience. What’s coming in 2021?

Customer Relationship 220

Customer Relationship Customer Loyalty CX Sales 220

Uniphore

JANUARY 21, 2022

In other words, better CX can improve patient retention. For healthcare CX providers considering implementing conversational automation, prioritizing your goals and use cases is an essential first step. Source: HealthPayerIntelligence, September 2021. That’s a serious improvement. Want to learn more? Download the Article.

Healthcare 147

Healthcare Net Promoter Score CX Data Entry 147

Uniphore

JANUARY 21, 2022

In the wake of the global pandemic, customer experience (CX) has risen to new prominence as more patients and members are interacting with healthcare service providers remotely. Healthcare CX, it seems, is as complicated and convoluted as healthcare compliance. Advanced technology is making change possible.

Compliance 147

Compliance Healthcare AI Artificial Intelligence 147

Uniphore

JUNE 22, 2021

You’ll see what we mean when you check out the videos and comics in Jacada’s Call Center Life: 2021 Edition. Jacada's Call Center Life: 2021 Edition. 3 AI and Robotics Will Not Save Your CX AI and automation are often prescribed as key ingredients in today’s recipe for digital transformation.

Social Media 219

Social Media Contact Center Actionable Insights Entertainment 219

CommBox

JULY 4, 2021

The past few months have caused many business practices to change at a rapid pace, with some of the most noticeable changes occurring in their support and customer experience (CX). In times of massive change such as this, brands need to keep abreast of the latest developments in digital customer communication technologies to survive.

Artificial Intelligence 98

Artificial Intelligence Start-ups Customer Feedback Innovation 98

Logicalware

JANUARY 25, 2022

Tech analysts have announced their top technology trends to watch in 2022. Analysts say this year will be all about digital-first customer experiences, with virtual assistants and video exploding onto the CX scene. Cloud technology. So why is cloud still a technology trend in 2022? Your people. Total Experience.

Technology 98

Technology Technology Customer Service Artificial Intelligence 98

ECXO

SEPTEMBER 19, 2023

It’s impossible to deliver a consistent, differentiated CX without investing in the experience of the people designing and delivering that experience. In simple terms your EX needs to align with your CX. In customer-centric companies everybody is guided by a single coherent CX vision that helps them achieve greatness.

CX 156

CX Innovation AI Technology 156

CX Accelerator

JULY 1, 2020

However, those who were planning to move their contact center to the cloud in 2021/2022 are now faced with increased stress and frustration and regret for not changing sooner. Now more than ever, technology is vitally important. He is a leader in the “CX Ohio” community and CXPA Columbus Chapter. Back To CX Accelerator Blog

Contact Center 266

Contact Center CX Technology Technology 266

Intercom, Inc.

FEBRUARY 25, 2021

Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. CX teams wear a lot of different hats – they have to be problem-solvers, project managers, good listeners, and excellent communicators. Empathizing with customers with Annette Franz , on Engati CX.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Logicalware

DECEMBER 21, 2021

In his End of Year Message, Puzzel CEO Frederic Laziou reflects on how 2021 redefined customer engagement. As 2021 draws to a close, I want to take this opportunity to thank our customers, employees, and partners for a remarkable year. In 2021, we worked extremely hard to deliver new products and more value to our customers.

AI 98

AI Technology Technology Innovation 98

Execs In The Know

NOVEMBER 5, 2021

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc. Michael Baker.

CX 98

CX Technology Technology Customer Experience 98

Execs In The Know

NOVEMBER 30, 2021

In October, Execs In The Know held its Fall 2021 Customer Response Summit (CRS) event featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations. Dan Allen, Union Bank. Deana Perrin, Blue Shield of California. Learn More.

Close the Loop 98

Close the Loop Compliance CX Innovation 98

Uniphore

JULY 23, 2021

Here’s how employee disengagement is hurting contact center CX and what you can do to motivate your agents again. Jacada's Call Center Life: 2021 Edition. This includes giving them the technology to quickly access the knowledge they need and to simplify the increasing complexity of their jobs. Register Now.

Contact Center 246

Contact Center Social Media CX Customer Experience 246

Futurelab

MARCH 20, 2022

Their findings are presented in The 2022 State of CX Report. As part of The 2022 State of CX Report, GetFeedback dove into how the CX profession is shaping up regarding compensation, reporting and team structures, skill sets, challenges, and more. Still, the largest chunk (20%) sit in Information Technology (IT).

CX 130

CX CX Transformation Government Start-ups 130

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. Top Contact Center Trends 2021. First Virtual Queuing Technology.

Technology 96

Technology Technology Contact Center Start-ups 96

Heart of the Customer

AUGUST 3, 2021

It’s a seismic tremor that’s changing the CX landscape. Back in December, I predicted 2021 would be The Year of CX Data. This pivotal moment in CX history makes designing compelling […]. The post The Year of CX Data Shifts Into Overdrive appeared first on Heart of the Customer.

CX 109

CX Technology Technology Customer Experience 109

Customer Think

AUGUST 6, 2021

It’s a seismic tremor that’s changing the CX landscape. Back in December, I predicted 2021 would be The Year of CX Data. Do you feel it? That rumbling beneath your feet? This summer we’re seeing that play out on an even grander scale than I expected.

CX 113

CX Technology Technology Customer Experience 113

Fonolo

NOVEMBER 24, 2020

Read the Full Industry Report Here: Contact Center Trends 2021. “I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.” The Crisis has Fostered a Sense of Empathy.

Contact Center 159

Contact Center NPS CX Customer Service 159

Zendesk

MARCH 12, 2021

In late January 2021, CX executives and industry leaders gathered for an intimate conversation with CNN anchor Fareed Zakaria, author of 10 Lessons for a Post-Pandemic World , to discuss the challenges that business leaders currently face. Zakaria predicts that we’re going to see equality gaps continue to widen. Not just working.

CX 98

CX Hospitality Hospitality Government 98

Aquire

MAY 21, 2021

Now though, thanks to technological advances and the wealth of information available at our fingertips, it’s started to become much easier. Let’s take a closer look at the omnichannel approach and the evolution of automotive customer experience (CX). Omnichannel customer experience in automotive. That includes offline, too.

Omnichannel 98

Omnichannel Customer Experience Retail Touchpoint 98

Aquire

OCTOBER 5, 2021

Troubleshooting problems via innovative customer service technology like cobrowsing or video chat. Additionally, make sure your contact center is well-staffed and has the customer service processes and technology to field requests efficiently. That’s where an omnichannel strategy and implementing omnichannel technology come in.

Customer Service 105

Customer Service Omnichannel Social Media Social Listening 105

PeopleMetrics

DECEMBER 17, 2020

Planning for Customer Experience (CX) in 2021. What can you do NOW to get your CX program ready for 2021. What are the key touchpoints you must measure in 2021? How has COVID-19 changed the way we measure customer experience (CX)? Discover our award-winning Customer Experience (CX) blog: [link].

CX 62

CX Customer Experience Touchpoint Innovation 62

Zendesk

MAY 26, 2021

And the surge to online has put the spotlight on customer service, with half of customers surveyed in our 2021 Trends Report reporting that CX is more important to them now compared to a year ago. Learn the top customer service skills for 2021 in our blog post. 3 Ways to Prepare Your CX Team for Vaxication Season.

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

Fonolo

DECEMBER 8, 2020

Read All the Contact Center Trends Here: Contact Center Trends 2021. Suddenly, experimenting with new technology wasn’t an obstacle; it was a life-saver. Rapid technological updates were forced upon execs like never before. ” — Tony Johnson , CX Leader, Author, Speaker Founder at Ignite Your Service.

Contact Center 154

Contact Center AI Artificial Intelligence Omnichannel 154

Aquire

AUGUST 4, 2021

Customer journey orchestration is proving a game changer for businesses looking to create seamless interactions and boost customer experience (CX). Better CX also brings increased sales, with 73 percent of customers highlighting customer experience as an important factor in their purchasing decisions.

Touchpoint 98

Touchpoint CX Omnichannel Sales 98

Fonolo

DECEMBER 15, 2020

Contact Center Trends 2021. Most contact centers realized that they could have avoided unnecessary stress if they’d been proactive about upgrading technology and building more resilient systems. Better Integrated Technology. Technology is what has made our society resilient enough to survive this pandemic. Adaptability.

Contact Center 147

Contact Center Omnichannel Engineering Technology 147

Uniphore

JUNE 17, 2021

Why FCR Matters to CX. and the 7 Surprising CX Insights They Reveal. By giving your staff technology that works for, not against, them, you can… 3 Ways Call Center Coaching is Leading to Customer Churn. How to Train and Onboard Agents in 2021. In fact, 63% of customers churn after a bad experience.*. Register Now.

AI 182

AI Social Media Customer Satisfaction Omnichannel 182

Fonolo

OCTOBER 13, 2020

Contact center executives who have already submitted their 2021 budgets won’t be surprised to hear this news: you’re getting less money next year. That goes against another trend we saw over the last half-decade; investment in CX was a growing priority. How Will COVID Impact Contact Center Agent Attrition in 2021?

Contact Center 144

Contact Center CX Retail Technology 144