Customer Experience Matrix

APRIL 13, 2018

This seems like more weight than any technology can bear and may just be evidence of silver bullet syndrome. That’s exactly what’s happening right now in California.) The author sees a new, distributed trust model built on transparent, peer-based reputation (think Uber and Airbnb )* that lets people confidently interact with strangers.

Innovation 48

Innovation Artificial Intelligence Government Legal 48

Intercom

AUGUST 2, 2023

With all this focus on cutting-edge technologies and product innovation, are we embracing the customer experience as a major value-driver, or are we treating it as an afterthought? In today’s fast-paced and competitive business landscape, innovation has become quite the buzzword. And that’s always intrigued Lynn Hunsaker.

Innovation 52

Innovation CX Non-Profits AI 52

Execs In The Know

NOVEMBER 30, 2021

Deana Perrin, Blue Shield of California. During this panel, Melody, Rick, Matt, and Sav engage in a wide-ranging discussion about the overall state of the industry, highlighting current challenges, while also sharing how they are addressing some of these challenges with innovative CX data solutions and strategies.

Close the Loop 98

Close the Loop Compliance CX Innovation 98

Lightico

MAY 2, 2022

The are hiccups in California, though. While Tesla Insurance is available in the state of California, state regulations don’t authorize the collection of real-time driving behavior. This has been a matter of considerable friction for Elon Musk, who clashed with California Regulator Ricardo Lara over the privacy limitations.

Customer Experience 59

Customer Experience Net Promoter Score Innovation Touchpoint 59

Execs In The Know

APRIL 8, 2022

Together, the group was able to challenge the “status quo” and inspire innovation through COMMUNITY, CONNECTION, and BALANCE. Todd’s keynote kickoff told a compelling story about the value of investing in technologies like self-service solutions and better agent tools, while always maintaining a focus on the customer experience.

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX 98

Sprinklr

SEPTEMBER 27, 2021

This allows me to bring my best, most authentic self to my fellow Sprinklrites each day as we strive to make our clients happier in an ever-changing digital-first world.” – Brad Page, Implementation Consultant, Northern California. ” – Jose Torrealba, FP&A Manager, New York, NY.

CXM 83

CXM CRM Sales Innovation 83

Waypoint Group

MAY 25, 2018

From May 14 th – 17 th , Medallia set up shop in Long Beach, California to put on their annual conference, Experience. Leveraging technology makes learning more about your customers easier and more efficient, allowing your program to get the necessary information moving forward. What is trust?

B2C 66

B2C B2B Innovation CX 66

SurveySensum

JULY 14, 2020

Mike is the Founder and Managing Partner at Storyminers and helps mid-market companies to achieve higher operating results and profitable exits using Storyminers’ unique combination of Story, Strategy, Experience Design, and Technology. Jo Boswell – Customer Experience Innovator, Board Advisor, Executive Coach, CX Influencer.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Fonolo

JULY 28, 2022

FACT: The University of California San Francisco’s Office of Diversity and Outreach defines unconscious bias as social stereotypes about certain groups of people that a person forms outside of their conscious awareness. When it comes to business, having a diverse team means more success for everyone!

Contact Center 81

Contact Center Customer Satisfaction Innovation Technology 81

Helpt

JANUARY 18, 2024

As I embarked on my journey from sunny Southern California, driving my car eastward towards the future, my anticipation was palpable. But beyond the glitz, the real heart of innovation lay in the more standard tech offerings - a testament to the creativity and ingenuity that CES is renowned for. The Venetian Expo beckoned.

AI 52

AI Entertainment Sports Gaming 52

Steven Van Belleghem

MAY 26, 2023

Especially in these uncertain and often difficult times, there is a lot of value in that comfort, even though consistency obviously does not sound as ‘sexy’ as innovation. It keeps innovating with new menu items and keeps revamping existing ones to match changing tastes. McDonalds excels at both. Approximately 82.7%

Customer Experience 57

Customer Experience Innovation Entertainment Start-ups 57

Execs In The Know

SEPTEMBER 14, 2021

In addition to this all-star cast, many other CX-leading brands will be participating in a variety of panels and case studies, including the likes of Verizon, Expedia, Humana, Dell Technologies Services, and many others. The CRS virtual event is fast approaching. Early registration is highly recommended as this is an event not to be missed.

Artificial Intelligence 52

Artificial Intelligence CX Contact Center Innovation 52

Execs In The Know

OCTOBER 30, 2022

On October 24-26, Execs In The Know proudly welcomed approximately 200 leaders from across the customer experience (CX) spectrum to beautiful Coronado, California, for Customer Response Summit (CRS) Coronado. The core theme of this year’s Summit revolved around Inspiration, Innovation, and Imagination to create legendary customer experiences.

Innovation 52

Innovation Artificial Intelligence CX AI 52

Execs In The Know

NOVEMBER 30, 2021

Deana Perrin, Blue Shield of California. During this panel, Melody, Rick, Matt, and Sav engage in a wide-ranging discussion about the overall state of the industry, highlighting current challenges, while also sharing how they are addressing some of these challenges with innovative CX data solutions and strategies.

Close the Loop 52

Close the Loop Compliance CX Innovation 52

Gainsight

AUGUST 10, 2020

It is not only known for its scenic locations, such as the stunning Skywalker Ranch, in Marin, California, the historical South Lodge Hotel in Sussex, UK, or the one-of-a-kind Chatham Bars Inn. Now is time to determine the engagements that are easily automated and find technology that will help you operationalize. .

Scorecard 59

Scorecard Innovation Sales Technology 59

ClientSuccess

OCTOBER 3, 2018

Location : Santa Barbara, California. In the Plex ” by Steven Levy – A wonderful source of insights and creativity from one of the most innovative companies of all time. Several years ago I was working in the legal technology space and had a customer where I was not seeing the type of usage that I wanted within our product.

Legal 52

Legal Start-ups Innovation Technology 52

Neosperience

MARCH 2, 2022

From last November until next June 6, at the Futures Festival organized by the Smithsonian Institute , an event where you can admire the innovations that are destined to change the world, we can hear a very special voice: Q. Progress comes only from the acceptance and appreciation of differences, and the technological field is no exception.

Artificial Intelligence 52

Artificial Intelligence Construction Government Technology 52

Qualtrics

MAY 16, 2019

The opportunity to be part of something really special, a company that is not just shaping the industry but also building a technology and a culture that impacts the way individuals with their own experiences as customers or employees are shaped. We are on a roll and that also means we fly fast into a constant development and innovation path.

Sales 34

Sales Innovation Technology Technology 34

CSAT.AI

APRIL 14, 2021

Legislation passed in California limiting companies from classifying workers as independent contractors contrasts sharply with other states like New Jersey who fined Uber $649 million. Innovation benefits from wider input. Harnessing technology to create a more even experience no matter where your workforce resides is helpful.

Contact Center 52

Contact Center CX Customer Service NPS 52

Qualtrics

MAY 9, 2019

Today, people are your source of innovation. Director of Organization Development at Rogers Communications Geoff Ho, PhD, calls HR “is the secret sauce for innovation”. Director of Organization Development at Rogers Communications Geoff Ho, PhD, calls HR “is the secret sauce for innovation”.

Innovation 40

Innovation Healthcare Technology Technology 40

Comm100

FEBRUARY 1, 2023

Zendesk Headquartered: San Francisco, California, United States Founded: 2007 Zendesk builds robust help desk solutions and has customers that include Beloit College, University of Louisville, and USC Annenberg. She has extensive experience in content creation for technology companies across the world, including the UK, Australia and Canada.

Education 75

Education Omnichannel Customer Service B2B 75

Intercom

MARCH 9, 2023

Is this wave of innovation any different from past waves? As many of you guys know, AI and the wave of ChatGPT have burst into the scene in the past few months, and a big part of my job is to figure out the technology and how it’s changing different aspects of life. Can it spark a new generation of startups? Short on time?

Customer Service 64

Customer Service AI Machine Learning Technology 64

Qualtrics

FEBRUARY 14, 2019

Innovative, approachable, opportunities. Technology provides unlimited tools to solve the world’s problems, and as a software engineer, it’s so cool that I get to implement those solutions and send them out to be used. I like how, using the newest tools in technology, Qualtrics helps researchers and companies act on their data.

Engineering 29

Engineering Technology Technology Start-ups 29

Hodusoft

JULY 3, 2024

It comprises a comprehensive suite of tools and technologies designed to manage and optimize customer interactions across various communication channels such as phone calls, emails, chat, social media, and more. The California-based software company is publicly traded in NASDAQ and it leverages AI for a personalized customer experience.

Contact Center 52

Contact Center Social Media Compliance Engineering 52

Qualtrics

JUNE 6, 2019

BX and marketing leaders have the ability to turn brands into religions and embrace new and emerging technology, and we have a lot to learn from those that are doing it well. Follow Antonio for his perspectives on technology and diversity. ( @ajlucio5 ). Follow Chris for the latest on Microsoft, AI, and technology. ( @chriscapossela ).

Transportation 33

Transportation Entertainment Sports Social Media 33

Gainsight

JULY 7, 2021

Gainsight hosted Pulse 2013 at the Four Seasons in San Francisco, California. We were lucky to continue our partnership with Simply Better Events , an award-winning, creative engagement agency, and ETS , a world-class A/V technology services team. They became an extension of our team and helped us develop a clear hybrid strategy.

Social Media 45

Social Media Start-ups NPS Sales 45

Qualtrics

JUNE 30, 2020

Steve Gustavson (11:33): But the minute California shut down, I think a lot of sudden you are like, this is coming. And so I remember the moment when we said we're gonna close our California offices. So we had an innovation keynote led by some people that you used to work closely with and then there that had the most breakout sessions.

Start-ups 26

Start-ups Innovation Government Technology 26

Intercom, Inc.

MARCH 31, 2022

It’s so innovative, and it got me thinking about the path that led to this point. The history of surveys is essentially the history of the technology used to collect and interpret information. The story of the technology behind asking questions and discovering more about people, at scale. Liam Geraghty: Okay. Let’s see.

Government 118

Government Start-ups Agriculture Technology 118

Fonolo

MARCH 17, 2020

I spoke with Romano at the top of 2020, exciting times for an auto brand zooming forward with its customer service, employee culture, technology, and brand loyalty. We are very proud to be one of the leaders in the new technologies that will make the world better. Yes, the customers, the marrow of automotive life. That excited me.”.

Sports 67

Sports Customer Service Voice of the Customer Technology 67

Qualtrics

FEBRUARY 3, 2020

The majority of local retail and restaurant businesses lack the cutting-edge technology and marketing strategies that larger companies have adopted. The beauty of a pop-up is that they’re limitless, innovative, and create unique brand experiences. A Limited-Time Experience Creates Virality. And don’t forget. Have a great day friends!!!

Retail 29

Retail E-commerce Social Media Start-ups 29

Intercom, Inc.

JANUARY 28, 2021

For those working in the public sector, Amanda is a household name – she was the National Political Director for Secretary Hilary Clinton during the 2016 Presidential Campaign and served as the Chief of Operations at the California Department of Justice in 2017 and 2018. You served as COO for the California Department of Justice.

Government 249

Government Start-ups Innovation Technology 249