Intercom
SEPTEMBER 25, 2024
Adopting AI-first customer support looks different for every team. Customer service leaders will experience a range of reactions, with some people on the team eager to try new things immediately, and others being a bit more apprehensive. Ensuring everyone has the right skills and mindset to make the most of what really is an extraordinary opportunity is therefore an important responsibility.
Help Scout
SEPTEMBER 25, 2024
Introducing Inbox 2 — our new, more focused workspace that helps you delight more customers in less time. Read on to learn what's new with Inbox 2.
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Customer Think
SEPTEMBER 25, 2024
With the fourth quarter of 2024 less than two weeks away, many B2B marketing and sales leaders will soon begin planning for 2025. To develop an effective go-to-market plan, it’s vital to understand how the decision-makers in your target market(s) prefer to engage with potential suppliers at all stages of the buying process.
Hodusoft
SEPTEMBER 25, 2024
From Fragmented to Streamlined: How IP PBX Integration Enhances Hospital Management Systems? For hospitals and healthcare organizations, ensuring the right care for patients is at the heart of everything they do and every strategy they design. Hospitals not only need to focus on treating and curing patients but they also need to ensure that they provide the right patient service and communication to handle incoming calls and schedule appointments in a timely manner.
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Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.
Customer Think
SEPTEMBER 25, 2024
CX Day is a highlight of the year, celebrating customers, CX professionals, and CX outcomes. It’s always the first Tuesday of October. This year’s theme is: Why this theme? According to the Customer Experience Professionals Association (cxpa.org/get-involved/cxday): To explore and highlight credible proof of business impact. Real-world return on investment: profit.
Help Scout
SEPTEMBER 25, 2024
Help Scout redesigned its Inbox to improve usability, integrate new AI tools, and address the evolving needs of support teams while maintaining simplicity and flexibility.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Smart Customer Service
SEPTEMBER 25, 2024
Under a new CEO, Alvaria is changing the name of its workforce management products back to Aspect and revising its product strategy.
Customer Think
SEPTEMBER 25, 2024
SuccessKPI WFM Leverages AI for Precise Traffic Forecasting, Staffing
Smart Customer Service
SEPTEMBER 25, 2024
ServiceNow's new Xanadu release offers plenty of generative AI enhancements to the NOW platform.
Customer Think
SEPTEMBER 25, 2024
As the world shifts towards a more digital and decentralized work environment, work from home(remote) has become a critical aspect of business operations. Whether you’re managing a small team or an entire department, the challenges of coordinating efforts, ensuring productivity, and maintaining team cohesion can be daunting.
Speaker: Becky Parisotto and John Vurdelja
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
Smart Customer Service
SEPTEMBER 25, 2024
MarketsandMarkets projects 44.8 percent CAGR for the AI agent technology market over the next six years.
Customer Think
SEPTEMBER 25, 2024
Diversity, equity, and inclusion (DEI) have long been the standard framework used by companies seeking to improve their policies and culture and retain and attract talent from diverse backgrounds. In the present day, companies are expected to have more than a generic statement supporting DEI, but instead show how they proactively demonstrate these values.
Smart Customer Service
SEPTEMBER 25, 2024
Clay McNaught is promoted from president and COO roles.
Customer Think
SEPTEMBER 25, 2024
The New England Patriots’ new head coach Jerod Mayo picked up his first win and loss in the first two weeks of the NFL season.
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51% of contact center leaders have already integrated AI into customer interactions. Those leveraging AI for conversation analysis are seeing faster resolution times, improved customer satisfaction, and reduced agent burnout. Ready to learn more about how AI is transforming the contact center landscape? Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers.
Smart Customer Service
SEPTEMBER 25, 2024
Artificial intelligence produces impressive results for companies willing to take a chance on it, speakers point out at Verint's annual conference.
Zonka Feedback
SEPTEMBER 25, 2024
No need for confetti or fireworks—we’ll let the numbers speak for themselves. Zonka Feedback has picked up 26 badges in the G2 Fall 2024 report, solidifying our position in Experience Management and Feedback Analytics.
SurveySensum
SEPTEMBER 25, 2024
Did you know that in 2024, 88% of customers think customer service is more important than ever? And the price of getting it wrong? US companies lose an astounding $75 billion annually due to poor customer service. It’s not a small figure, and it paints a picture of just how much customer service is valued regarding business outcomes. Customer service and CX often get mixed up, but here’s the difference: customer service is a reactive approach to managing customer interactions, while CX is a proa
Help Scout
SEPTEMBER 25, 2024
This blog post provides a structured approach to change management using the ADKAR method, guiding teams through a smooth transition to Help Scout's Inbox 2, focusing on communication, hands-on training, and support to ensure successful adoption.
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
Customer Think
SEPTEMBER 25, 2024
Oracle Cloud World is in the books, Dreamforce just wrapped up, Hubspot’s Inbound event is still on, and there is one key theme that overarches all three events. And no, it is not Larry Ellison getting all cozy with AWS (or Azure, for that matter).
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