eglobalis

OCTOBER 9, 2024

Clayton Christensen old quote: “Customers don’t buy products; they hire them to do a job.” – This quote from the father of “disruptive innovation” highlights the idea that customers’ needs are more about solving a problem or fulfilling a job rather than just wanting specific features.

Customer Feedback 511

Customer Feedback Compliance Innovation B2B 511

Intercom, Inc.

NOVEMBER 9, 2022

Few books have chronicled how innovation takes place – and how market leaders fail to seize it – as well as Clayton Christensen ’s seminal book The Innovator’s Dilemma. So why not take a page from the startup book and set up new avenues and opportunities so people can innovate in their job? And it’s a sound strategy.

Innovation 226

Innovation Start-ups Government Technology 226

ECXO

JULY 16, 2024

Boosted Creativity and Innovation: Creativity and innovative thinking are often born from a well-rested mind. In industries where innovation is the key to staying ahead, encouraging a culture of adequate sleep can lead to groundbreaking ideas and solutions. Awareness is the first step towards change.

Customer Experience 348

Customer Experience Innovation Education Gaming 348

ECXO

JUNE 23, 2024

Furthermore, implementing the right technology and tools is paramount for the success of your customer success team. Lastly, it’s important to continuously educate and empower your customer success team. Leverage technology. Educate your customers. Make sure everyone knows what they’re working towards.

CX 358

CX Customer Satisfaction Innovation Education 358

ECXO

DECEMBER 25, 2024

The Changing Landscape of Customer Expectations Over the last decade, customer expectations have evolved dramatically, reshaped by advancements in technology, the proliferation of online shopping, and the increasing availability of personalized services. Experiment with new approaches to exceed customer expectations.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

eglobalis

JUNE 27, 2024

IKEA’s vision of creating a better everyday life is reflected in their commitment to sustainability, affordability, and innovative design. Philips focuses on improving people’s health and well-being through meaningful innovation, aligning their culture with this vision through extensive training programs and open communication.

Customer Experience 453

Customer Experience Net Promoter Score VOC Government 453

Intercom, Inc.

AUGUST 20, 2020

Unpacking this central conundrum is at the heart of Alex Wolf’ s work – the self-described “consumer-facing anthropologist” has made a career by thinking deeply and talking widely about issues related to the pervasive role of technology in modern life. She asks what are the risks involved in “outsourcing” so many of our skills to technology.

Technology 243

Technology Technology Social Media Start-ups 243

ECXO

JUNE 20, 2023

It can be more important than innovation or market dominance. How does a shared purpose and values help you harness creativity, innovation, skill and commitment? The company is dropping its ‘Sense and Simplicity’ brand promise to better reflect the ‘meaningful innovation’ it sees as its future differentiator.

B2B 367

B2B Innovation CX Government 367

ECXO

JULY 29, 2024

Coca-Cola’s vision of refreshing the world and inspiring moments of optimism is reflected in their commitment to sustainability and innovation. Vodafone focuses on connecting for a better future through meaningful innovation, aligning their culture with this vision through extensive training programs and open communication.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

ECXO

AUGUST 6, 2024

It enables companies to be proactive, innovative, and adaptive, ensuring that they meet and exceed customer expectations in an ever-changing market. This perspective fosters patience and a focus on future rewards, encouraging individuals to invest in education, savings, and long-term projects. 3.

Customer Experience 177

Customer Experience Innovation Education Government 177

ECXO

JULY 26, 2023

Real-time data analytics and CDP adoption are gaining traction in Europe and across the globe IT leaders last year told IDC that investing in technology to achieve real-time decision making was a top priority. Technology in itself doesn’t make the difference. But, technology on its own does not make the difference.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

Comm100

NOVEMBER 28, 2022

Colleges and universities often find themselves pulled between tradition and innovation. Now, as we look to the future of customer service in higher education, we see that institutions are expanding on the progress of remote learning tools with new channels for student services. Automation takes off. ” – Inside Higher Ed.

Education 98

Education Customer Service Omnichannel Social Media 98

Uniphore

JUNE 9, 2021

Here are nine important tips — our maverick moves — that can help you on the road to innovating with the best of them: Get Focused on Outcomes. Educate, engage and empower your employees. Use new technology to make it easier for employees to learn and grow in their roles. Automation isn’t just about replacing human processes.

Contact Center 246

Contact Center Education AI Start-ups 246

ProProfs

JUNE 5, 2020

The ongoing technological advancements and innovations have changed our entire lifestyle for the best. Gone are the days when education was limited to books and lectures. That was the time when rote learning played an important role in the entire education system. . E-learning is a game-changer in the education landscape.

Education 97

Education Gaming Business Operations Innovation 97

ECXO

OCTOBER 30, 2024

Businesses should strive to educate their customers, offering resources that enhance their understanding of products and services. The landscape of consumer behavior is constantly changing, influenced by technological advancements and shifting cultural dynamics.

Customer Experience 156

Customer Experience Social Media Artificial Intelligence CX 156

CX Accelerator

OCTOBER 26, 2019

Shep Hyken Shuri (Black Panther’s Sister) She's fierce, she's lovely, a genius inventor and innovator, she leverages technology smartly, and she's always anticipating future needs! When he found himself in the future, he didn't complain - he worked to educate himself - a growth mindset. " He's all about the customer!

CX 303

CX Contact Center Start-ups Education 303

Lightico

JANUARY 19, 2022

The new award program honors the people and companies that are helping to innovate, accelerate and enhance the insurance industry. If you would like to honor and recognize those who are innovating and modernizing the industry, nominate now! These people are true innovators. We want to recognize them and their contributions.

Innovation 98

Innovation Finance Education Start-ups 98

Totango

AUGUST 21, 2020

In our latest installment in the CXO Series , we sat down with Keith Strodtman, COO, Customer First and Shelby Czarnota, Vice President, Customer Success Business Solutions at SAP as we discussed SAP’s Transformation and Innovation in Customer Success and why they deployed Totango as their One Customer Success Platform. What data is used?

Innovation 117

Innovation NPS Touchpoint Start-ups 117

Fonolo

DECEMBER 2, 2021

Though contact center technology has revolutionized the way agents are able to work remotely, managers and directors are still catching up when it comes to finding and implementing strategies to balance staffing needs. Contact center technology to help manage call volume. How to safeguard your contact center from high turnover.

Contact Center 95

Contact Center Technology Technology Retail 95

Comm100

DECEMBER 8, 2024

Higher ed chatbots are reshaping the student experience, offering real-time support, streamlining processes, and opening doors to a more connected and engaging approach to education. AI-powered chatbots offer innovative solutions to streamline student support, addressing these pain points and enhancing the overall educational experience.

Gaming 52

Gaming Education Compliance AI 52

Totango

MAY 30, 2019

Totango was named the winner of two Silver Stevie American Business Awards including “Most Innovative Tech Company of the Year – Up to 2,500 Employees” and “Cloud Application / Service”. Stevie Award judges include more than 200 of the world’s most respected executives, entrepreneurs, innovators, and business educators.

Innovation 13

Innovation Technology Technology Education 13

Sprinklr

SEPTEMBER 17, 2021

Today, I’m very excited to announce that Sprinklr is named a 2021 TSIA (Technology & Services Industry Association) STAR Award finalist for Best Practices in Education Services ! The award recognizes Sprinklr University as delivering outstanding best practice education services to customers, partners, employees, and the public.

Education 74

Education CXM Innovation Technology 74

Callminer

AUGUST 1, 2017

Have the best technology – Finicky technology that makes day-to-day functions difficult, adds to the frustration and takes up far more time and man-power than most realize. Kolin Porter is the Vice President, Product Innovation at Higher Ed Growth. So much of contact center efficiency hinges on using the right technology.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

ECXO

NOVEMBER 9, 2023

The European Customer Experience Organization (ECXO) is Proud to Present Karen Jaw-Madson – Innovator in ‘Culture Your Corporate Culture’ speaking about Connecting Culture, CX and EX for Impact When? Design of Work Experience , Author, Coach, and Educator. Karen is the principal of Co.-Design

CX 156

CX CXM Government Contact Center 156

ECXO

SEPTEMBER 15, 2022

The European Customer Experience Organization is an open-access CX Professional Network aiming to educate European and the rest of the world’s Corporate on CX, EX related topics, including customer understanding, perception, and real innovation plus some evolving topics. We hope you and your family are having a great summer.

Customer Experience 207

Customer Experience CX Innovation Education 207

Comm100

FEBRUARY 1, 2023

Live Chat for Higher Education – The Ultimate 101 Guide Higher education is at a crossroads. Chapters Chapter 1 What is live chat for higher education? Chapter 2 Why is higher education adopting live chat? Table of Contents What is live chat for higher education? Why is higher education adopting live chat?

Education 75

Education Omnichannel Customer Service B2B 75

Intercom, Inc.

AUGUST 26, 2020

To find out how support leaders are navigating the current landscape, we surveyed a random sample of 593 support managers across both B2B and B2C and industries like education, retail, healthcare, and tech. In the coming year, 55% of support leaders are increasing their spend on technology to scale their efforts.

Customer Retention 233

Customer Retention Customer Satisfaction Customer Expectations B2C 233

Intercom, Inc.

JUNE 19, 2018

Moreover, when new innovations are developed for the customer support industry, they are often framed as a way to cut costs rather than offering better service. A new breed of innovative businesses, like Monzo, is going the other way. 1 obstacle for these executives. It mirrors our approach here at Intercom. An assist from automation.

Customer Expectations 216

Customer Expectations Real Estate Start-ups Machine Learning 216

Comm100

DECEMBER 12, 2023

It’s a future that demands a blend of technological savvy and deep human understanding. Comm100 is a global provider of omnichannel communication software for education, government and commercial organizations of all sizes. The post Innovate or Stagnate: Top 4 Customer Service Trends for 2024 appeared first on Comm100.

Innovation 98

Innovation Customer Service Omnichannel Social Media 98

Intercom, Inc.

JUNE 15, 2022

Diverse teams are repeatedly proven to be more innovative, productive, and happier.”. Investing in education. We believe one of the most important ways we can contribute to diversity in the industry is by investing in education. Innovative course design. Learn more here.

Engineering 104

Engineering Education Innovation Technology 104

Fonolo

FEBRUARY 21, 2019

When it comes to service levels, leveraging the right technology can go a long way in improving declining service levels and, as a result, improve other important call center metrics such as CSAT. How to Efficiently Manage Service Levels with the Right Technology. The Benefit of Call-back Technology. Successful Case Studies.

Technology 70

Technology Technology Contact Center Education 70

Beyond Philosophy

DECEMBER 16, 2023

The Future of Customer Research Teams: Innovating for Success in 2024 and Beyond AI’s enthralling me these days, and it seems the world’s caught in the same spell. Historically, technologies swept through industries like a forceful wave, sometimes obliterating old norms while birthing new frontiers. How can we help?

Innovation 78

Innovation AI Management Consulting Education 78

Fonolo

NOVEMBER 13, 2018

Mark your calendars for these educational and inspiring events, listed chronologically here (And: If you think we forgot a relevant event, feel free to reach out and let us know!). It’s also a fantastic place to look globally at contemporary industry trends and innovators. Where: Marco Island, Florida. Smart Customer Service 2019.

Customer Service 108

Customer Service Contact Center Innovation Social Media 108

Experience Investigators

FEBRUARY 11, 2025

We’re thrilled to have Dr. Amy Climer, a leading expert in creativity and innovation, sharing her insights. We look at how we can navigate the fine line between innovation and distraction as technology evolves, offering a fresh perspective on capturing consumer attention amidst fragmented media consumption.

CX 52

CX Innovation Education AI 52

Fonolo

FEBRUARY 7, 2019

On the other hand, if a contact center’s service level is improving, it’s usually a sign that the right technology, optimal agent scheduling, and accurate call planning are in place. How to Efficiently Manage Service Levels with the Right Technology. The Benefit of Call-back Technology. Successful Case Studies.

Technology 67

Technology Technology Contact Center Education 67

ECXO

SEPTEMBER 19, 2023

They’re empowered with the right tools and technology to deliver what’s required of them. Let me give you an example of how Lumen Technologies orchestrates alignment. The programme helped to educate employees on how to drive improvements with a customer-first mindset. It’s one big story.”

CX 156

CX Innovation AI Technology 156

ECXO

APRIL 26, 2023

Increased innovation – CX leaders constantly seek new ways to create value for customers. By working together, the CCO and CDO can innovate to develop new products and services that meet the current needs of customers – and anticipate the future. The centre has won several awards for its innovative designs.

CX 156

CX Net Promoter Score Innovation Touchpoint 156