Customer Think

APRIL 16, 2023

While people now have a more measured outlook on the technology, it is undeniable that ChatGPT, and, more broadly, generative AI, will transform AI and the customer experience (CX). In particular, […]

AI 96

AI Outlook CX Technology 96

Uniphore

JUNE 10, 2021

14 CX Leaders Show You How to Harmonize Silos and Elevate CX With Contact Center Automation. However, as businesses—and consumers—adapted, outlooks improved. Transition to work-at-home with legacy technology. 25% Lack of self-service options. 13% High Call Volume. 13% My contact center is not in the cloud. Download Playbook.

Contact Center 246

Contact Center Outlook Gaming Education 246

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040. What: Releases Future Contact Center Outlook, 2025 – 2040. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released Future Contact Center Outlook 2025 – 2040.

Outlook 62

Outlook Contact Center Artificial Intelligence Text Analytics 62

Bill Quiseng

APRIL 25, 2021

Define who is the CX Champion and the key players on the CX team. Pre-COVID, the CX team may have been directed by the marketing leader. Is it time to consider upgrading to a customer relationship management application instead of using the contact feature in Outlook? QUI Customer Experience Strategies from the Pandemic.

Mystery Shopping 190

Mystery Shopping Customer Experience Hospitality Hospitality 190

SurveySensum

FEBRUARY 6, 2025

Qualtrics and QuestionPro are both popular CX tools in the current market. Are they helping you meet your CX goals? Qualtrics, QuestionPro, and SurveySensum The Introduction Qualtrics and QuestionPro are both popular CX tools and are well-known in the CX industry. But are they living up to your expectations?

CX 52

CX Sentiment Analysis Text Analytics Social Media 52

CX Network

DECEMBER 20, 2022

Author and CX Network board member, Gautaam Borah, shares his outlook for experience management in 2023.

Customer Experience Management 98

Customer Experience Management Outlook Customer Experience CX 98

DMG Consulting

MARCH 13, 2025

This, in turn, enhances the customer and employee experience (CX/EX) and the bottom line for companies. When used in traditional ways to support employees and improve the CX, a KM solution is expected to pay for itself in 12 to 24 months, but this is only one of its benefits.

AI 48

AI Outlook Technology Technology 48

CX Network

JUNE 10, 2024

As our flagship research is published, five CX leaders share their outlook for CX over the next 12 months

Outlook 59

Outlook CX 59

Intercom, Inc.

DECEMBER 10, 2020

Nick’s belief that business is personal underpins his outlook, and he takes a “human-first” approach in his role. Nick has developed an equation to describe what he means : customer success (CS) = customer experience (CX) + customer outcomes (CO).

B2B 223

B2B Outlook Sales Touchpoint 223

Execs In The Know

APRIL 23, 2021

Employee research, such as the Discrete Emotions Questionnaire (DEQ), quantifies your teams’ emotions and challenges, and will help you determine when the time is right to leverage your employees for CX innovation. Once these hurdles are eliminated, teammates are well-equipped to contribute to the CX improvement mission.

Innovation 93

Innovation CX VOC Outlook 93

Beyond Philosophy

DECEMBER 20, 2017

A recent JLL Retail survey revealed that consumer confidence is high, making the outlook for the holiday season holly jolly. Starting January 4th 2018, we will be sharing our ideas on how to improve your CX. It is little more than a feeling, and yet it drives millions of dollars in business—especially around this time of year.

Outlook 153

Outlook Retail Start-ups CX 153

SurveySensum

FEBRUARY 7, 2025

With SurveySensums NPS software, you can establish a streamlined, interconnected system that accelerates your CX strategy. Integrations with popular tools like Slack, Salesforce, and Outlook, along with powerful API connections, empower you to automate customer experience tracking.

NPS 52

NPS Customer Feedback Outlook E-commerce 52

CX Accelerator

DECEMBER 5, 2017

With a fresh outlook on employee engagement, you can create a working environment worth sticking around for. Home To CX Accelerator Do you ever feel like it’s impossible to keep great talent in a customer support environment? You’re not alone! The good news is it can be done! Together, we can make the support center great again.

Customer Service 140

Customer Service Outlook Contact Center Sports 140

Customer Bliss

FEBRUARY 17, 2015

Read More: CX Competency #3: Customer Listening. Building a customer listening path is part of the article “Five Competencies for Chief Customer Officers” that originally appeared in the free eBook The 2015 Customer Experience Outlook , a collection of ideas from customer experience authors, designers, and industry leaders.

Outlook 67

Outlook CX Customer Feedback Customer Experience 67

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. The organizations that can’t hold onto their best people are seeing it negatively impact the CX.

Customer Experience 130

Customer Experience AI Outlook CX 130

Customer Bliss

FEBRUARY 26, 2015

This post is part of the article “Five Competencies for Chief Customer Officers” that originally appeared in the free eBook The 2015 Customer Experience Outlook , a collection of ideas from customer experience authors, designers, and industry leaders.

Outlook 64

Outlook CX Customer Experience 64

Customer Bliss

FEBRUARY 12, 2015

This post is part of the article “Five Competencies for Chief Customer Officers” that originally appeared in the free eBook The 2015 Customer Experience Outlook , a collection of ideas from customer experience authors, designers, and industry leaders. Selling Cups or Supporting Parenthood?

Outlook 61

Outlook CX Customer Experience 61

Zendesk

JANUARY 18, 2022

As many companies hold on deploying new initiatives until the outlook is more clear, they are eyeing where current investments can be made: such as in customer experience. Invest in CX to grow your bottom line and secure leadership backing. Now is the time to make CX a priority. What does it mean to offer great customer service?

Customer Service 98

Customer Service Outlook Business Growth Customer Loyalty 98

Lumoa

SEPTEMBER 30, 2022

It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. That said, there are a huge number of factors that influence the customer experience or CX of your financial institutions. The Current State of Banking CX.

Customer Experience 88

Customer Experience Artificial Intelligence Outlook CX 88

Beyond Philosophy

JUNE 7, 2024

Why Colin and Ryan represent both the best and the worst culture has to offer regarding positive or negative outlooks on life. Context, culture, and age also influence mood and emotional responses.

Outlook 88

Outlook Customer Experience CX 88

ECXO

AUGUST 6, 2024

The Negative Impact on Customer Experience Neglecting to incorporate future thinking into customer experience (CX) strategies can profoundly harm a business. Positive Reinforcement: Encourage a positive outlook on the future by highlighting success stories, breakthroughs, and advancements.

Customer Experience 177

Customer Experience Innovation Education Government 177

Beyond Philosophy

MAY 16, 2016

Perhaps you thought that a new job would fix everything, that the problem was your circumstances rather than your outlook. Big CX Idea for 2016: Not Despite But Because. I realize that this isn’t the magic solution some of you reading this might have been hoping to find. Or that something or someone else might be the answer.

Outlook 0

Outlook Sales CX Customer Experience 0

CSAT.AI

AUGUST 31, 2022

However, in t heir Occupational Outlook Handbook for Customer Service Representatives, the BLS provides insight more specifically into customer service job projections in the US. The BLS Occupational Outlook Handbook projects little change in hiring for customer service agents from 2020 through 2030. Other data supports this.

Customer Service 77

Customer Service Outlook Sentiment Analysis Education 77

Customer Bliss

OCTOBER 25, 2018

In this podcast, I’m expounding on this concept and revisiting conversations from two CX leaders who have united their organizations to conduct a CX transformation led by a specific purpose and mission that enhances the overall experience. . Vishal Bhalla, CXO, @Parkland #CX Click To Tweet.

Hospitality 64

Hospitality Hospitality CX Customer Experience 64

Comm100

APRIL 26, 2020

It wasn’t too long ago that the idea of a CX Specialist would cause many furrowed brows. Fast-forward today, and the concept of customer experience (CX) has taken on a far larger meaning and importance within almost every industry. CX is an incredibly rich topic, and it’s one that’s here to stay. Check out the interview below.

CX 52

CX Unstructured Data CXM Real Estate 52

SugarCRM

OCTOBER 15, 2021

With 87% of leaders tagging customer experience (CX) as the top growth engine for their business, but only a third of them feeling prepared to address it, it seems there is a lot of room for improvement. And with the right CRM platform for marketing, sales, and service , ensuring your CX success is more than just a pipe dream.

CX 48

CX CRM Artificial Intelligence Invoicing 48

Kerry Bodine

JANUARY 11, 2017

In addition to all of that, we’ve also been collaborating with our friends at Doberman on an eBook called The 2017 CX Outlook: A Collection of Ideas for the Year Ahead. You might have seen The 2015 CX Outlook , which is still an excellent and timely read.)

Outlook 0

Outlook Customer Journey Map CX 0

Zendesk

OCTOBER 12, 2021

Lastly, CRM systems can often integrate with key sales tools— email services, calendars like Google and Outlook, communication tools like Slack and Zoom, social media platforms, document creators, accounting software, and more. This includes being able to automate custom drip campaigns, follow-up emails, and other types of messages.

CRM 98

CRM Outlook Sales Social Media 98

Shep Hyken

NOVEMBER 7, 2022

Our CX research finds that 83% of customers trust a brand more if they provide an excellent customer experience. Strategizing for a downturn: CX leaders prepare for 2023 by Anna McKibben. (CX CX Network) Earlier this month, British newspaper The Independent reported that economists foresee a “0.3 percent this year to 2.7

Customer Service 14

Customer Service Outlook Customer Loyalty Contact Center 14

DMG Consulting

SEPTEMBER 7, 2023

Workforce Management for the 21st Century: Helping Deliver a Great CX View this article on the publisher’s website. The needs of 21st-century contact centers are different from prior generations, and WFM vendors are modernizing their applications to give enterprises the necessary functionality to deliver a great CX.

Contact Center 48

Contact Center CX Real Estate Artificial Intelligence 48

Execs In The Know

AUGUST 8, 2024

Many executives recognize the efficiency gains AI can offer customer experience (CX) teams, but frontline employees may have reservations about adopting this technology. While some technologies might be cumbersome, the right CX partner ensures AI feels like a seamless addition rather than an intensive onboarding process.

AI 52

AI Outlook CX Technology 52

DMG Consulting

OCTOBER 2, 2023

It provides an outlook on what to expect next, as there is undoubtedly much more to come. Driving the strategic direction of the customer experience (CX) is at the core of DMG’s extensive consultation and collaboration with executives, leaders, and industry innovators.

Contact Center 59

Contact Center AI Customer Service Outlook 59

Zendesk

APRIL 3, 2023

This short-sighted outlook only undermines the true goal: creating long-term profitability. Brands must be smarter about using the data they have to create better CX—or risk losing their customers entirely. Savvy retailers invest in customer engagement to cultivate lasting relationships (and higher earning potential).

Retail 98

Retail Social Media Artificial Intelligence Omnichannel 98

SurveySensum

DECEMBER 24, 2024

However, it falls short in key areas like advanced capabilities and customization, which might limit your CX operations. Qualtrics Allows closed-loop follow-ups Collect data from different sources Generate real-time insights into CX Contact to know the pricing details 4.4 The tool also comes with CX consultations (at no extra charge).

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52

Zendesk

JULY 21, 2021

Matt Peoples, CX and technology consultant at Virtual Hold Technology Solutions. Understanding what is most valuable to [the customer]—both from a solution and a proposal perspective—you move yourself much closer to the goal line,” says Matt Peoples, a CX and technology consultant at Virtual Hold Technology Solutions.

Sales 98

Sales Start-ups Outlook Technology 98

DMG Consulting

NOVEMBER 1, 2022

An effective KM environment enhances brand perception and the customer experience (CX) while dramatically reducing the cost of service for contact centers and every other department that interacts with customers. Market Outlook . The outlook for the KM market has never been brighter.

ML 48

ML Artificial Intelligence Outlook Contact Center 48

ClearAction

OCTOBER 1, 2018

The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. The future is urgently calling for us to shift to company-wide alignment with CX. Here’s why: CXM Status Quo.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63