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.
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.
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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.
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.
Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting
Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical
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.
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.
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.
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.
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
Customer Think
SEPTEMBER 25, 2024
Brands can leverage real-time location data to deliver highly personalized, contextually relevant touchpoints via mobile, email and SMS
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
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.
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.
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.
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: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
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
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).
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
SuccessKPI WFM Leverages AI for Precise Traffic Forecasting, Staffing
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
Smart Customer Service
SEPTEMBER 25, 2024
Clay McNaught is promoted from president and COO roles.
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