Totango

JANUARY 3, 2024

As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. It’s been an exciting journey, marked by significant milestones and a ceaseless effort to support our customers in achieving their goals. Now, as we step into a new year, we’re witnessing an evolution of customer success, and there’s a new and improved Totango to help enterprise business leaders deliver business results and drive customer outcomes.

Business Growth 115

Business Growth Innovation AI Start-ups 115

Customer Think

JANUARY 3, 2024

This year has been the year of AI. We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead (alexmead@sky.com) recently to talk about it, and I wanted to share what we discussed here with all of you, too. One thing I appreciate about Mead is how his opinions make me […] The post How Implementing AI in CX Can Be the Good, Bad, and Ugly appeared first on Beyond Philosophy.

AI 69

AI CX Customer Service Technology 69

Totango

JANUARY 3, 2024

Totango now offers integrations with leading revenue intelligence platforms Gong and Chorus to help teams enhance operational efficiency and leverage the insights gleaned from customer interactions to drive strategic decision-making. In the world of customer success (CS), every customer interaction is an opportunity to hone insights that can sharpen their path to success.

Touchpoint 105

Touchpoint Customer Relationship Technology Technology 105

DMG Consulting

JANUARY 3, 2024

Shrinkage is an important topic in the contact center Donna Fluss defines shrinkage in the contact center and how to calculate it. The post Shrinkage is an important topic in the contact center appeared first on DMG Consulting.

Contact Center 62

Contact Center 62

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

Customer Satisfaction

The DiJulius Group

JANUARY 3, 2024

Have you ever wondered how businesses achieve that coveted synergy between their frontline staff and the expectations of their customers? On this episode of The Customer Service Revolution, Christopher Wallace, the co-founder and president of InnerView Group, joins John to unravel the secrets behind a customer service revolution taking the corporate world by storm.

Customer Experience 64

Customer Experience Customer Service 64

Zonka Feedback

JANUARY 3, 2024

Sure, feedback, reviews, likes, and shares tell a story. But what about the silent whispers of dissatisfaction, the sparks of delight hidden within abandoned carts, or the hesitant clicks that reveal indecision?

Sentiment Analysis 59

Sentiment Analysis Customer Feedback 59

Customer Think

JANUARY 3, 2024

Exceptional customer and brand experience are often the differentiating factors between thriving companies and their stagnant counterparts. Providing a difference-making customer experience starts with understanding what people actually want, which requires brands to have timely, relevant, and actionable customer insights that inform everything from product development to marketing messaging.

Customer Experience 69

Customer Experience 69

DMG Consulting

JANUARY 3, 2024

Welcome to the 2024 Contact Center 2024 is starting off against a backdrop that includes an uncertain economy, massive technology innovation, and a workforce with changing expectations. Here are the top 5 practical considerations for contact center leaders as we enter the new year: Artificial intelligence (AI) is here to stay, and it’s time to get on board – The hype surrounding AI is extremely high and generating a lot of noise, making it hard to figure out what’s actually real and working.

Contact Center 48

Contact Center Artificial Intelligence AI Social Media 48

Customer Think

JANUARY 3, 2024

Loyalty is the not-so-secret ingredient to running a successful consumer business. You’ve probably heard the stats: acquiring a new customer is five times more expensive than retaining an existing customer, and the top 5% of a brand’s customers account for up to 50% of revenue.

Customer Loyalty 64

Customer Loyalty Technology Technology 64

Help Scout

JANUARY 3, 2024

Learn how to create a shared Instagram account, how it can benefit your business, and, most importantly, three methods for managing your account as a team.

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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.

VOC

Customer Think

JANUARY 3, 2024

Do you wonder, in what ways can Generative AI bring about a paradigm shift in the landscape of custom software development? What tangible benefits can be derived from the seamless integration of Generative AI into various stages of the development process?

AI 59

AI Innovation 59

Hodusoft

JANUARY 3, 2024

Everything You Need to Know About Contact Center as a Service (CCaaS) The introduction of Contact Center as a Service (CCaaS) heralded the beginning of a new era. An era where small and medium-sized businesses could provide similar customer service as their larger counterparts. An era where agents can work from anywhere in the world without being tied to one particular place.

Contact Center 59

Contact Center Omnichannel Start-ups CRM 59

Customer Think

JANUARY 3, 2024

The dynamic nature of work has been significantly shifted due to advancements in technology, with the trend towards remote work becoming increasingly prevalent. Even before the COVID-19 era, the rise of remote work was apparent, facilitated by advancing technology and the increasing demand for flexible work options.

Technology 59

Technology Technology 59

Customer Think

JANUARY 3, 2024

CVS’s store receipts may stay long, but its prescription slips are about to get shorter. CVS Pharmacy is reformulating how it will price Rx drugs at its nearly 9,000 pharmacies, with a simplified system that establishes price based on the drug’s cost, an established markup charge and a fee for services.

Customer Loyalty 45

Customer Loyalty 45

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.

AI

Customer Think

JANUARY 3, 2024

Using ILA, users can speak, spell aloud or type their words and the entire conversation is immediately communicated to the other party in their chosen language

Technology 59

Technology Technology AI 59