Intercom, Inc.

DECEMBER 12, 2018

Known as the Martech 5000 — nicknamed after the 5,000 companies that were competing in the global marketing technology space in 2017, it’s said to be the most frequently shared slide of all time. Marketing technology is now the largest portion of total marketing budget (29% on average according to Gartner ).

Technology 223

Technology Technology B2C B2B 223

Taylor Reach Group

MAY 22, 2019

The government will better serve all stakeholders by establishing a focus to oversee the design and implementation of a human-centered design strategy that: identifies and responds to key touch points in a stakeholder’s journey. By Rosetta Lue. streamlines, integrates, and scales websites and call centers consistently over time.

Government 106

Government Contact Center Social Media Technology 106

eglobalis

SEPTEMBER 16, 2024

Technologies such as automation, AI-driven insights, and omnichannel platforms are essential to optimize customer interactions across all touch-points. The C-suite must prioritize creating these teams by providing them with the right resources, tools, and governance structures.

B2B 389

B2B Customer Experience Touchpoint B2C 389

Comm100

APRIL 26, 2022

There’s no way to sugarcoat this – government customer experience (CX) is miles behind the private sector. When calculating customer satisfaction across major industries in 6 countries, government is the bottom-performing industry in each country. There are many reasons for this, some of which excuse government underperformance.

Government 98

Government CX Omnichannel Social Media 98

Comm100

MARCH 21, 2022

Improving service delivery in government comes with unique challenges. Governments must be accountable to citizens in a way that the private sector is never constrained by. When improving service delivery in government, efficiency is the first building block. However, it’s not all doom and gloom. Here are the top five. .

Government 93

Government Omnichannel CRM Compliance 93

Comm100

MARCH 20, 2024

In an era where public trust in government institutions is understandably sensitive, the need for robust and transparent communication strategies has never been more critical. When done right, digital communication offers governments and agencies the opportunity to build, maintain, and restore trust.

Government 97

Government Social Media Artificial Intelligence Legal 97

Comm100

MARCH 16, 2022

In US government, this score languishes at 4.5. With checks and balances built into government systems, as well as necessary regulations, citizens are often forced to interact with many departments and people to accomplish what seems a simple and straightforward task. Table of Contents: Chapter 1: Governments are taking CX seriously.

Government 98

Government Customer Service Compliance CX 98

Comm100

MARCH 14, 2022

As the private sector has adopted digital channels and technologies to improve customer experience (CX) and satisfaction, the public sector has begun to fall behind. In US government, this score languishes at 4.5. In this blog, we’ll look at the top five reasons why live chat for government is critical in 2022.

Government 98

Government Customer Service Customer Satisfaction CX 98

ECXO

JUNE 19, 2024

Implementing robust data governance practices is essential to ensure the responsible use of AI in product design. Future Trends and Opportunities Advancements in AI Technology The field of AI is continuously evolving, with new advancements and capabilities emerging regularly.

AI 386

AI Customer Experience Legal Manufacturing 386

Comm100

JANUARY 5, 2022

It’s unarguable that live chat can help improve communication between government and citizens. The real-time and accessible nature of live chat caters perfectly to today’s consumer expectations, while providing government agencies with an efficient and cost-effective channel. The Best Live Chat Providers for Governments .

Government 98

Government CRM Omnichannel Case Management 98

Uniphore

JANUARY 4, 2022

Join us as we explore the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s enterprise. Find out about the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s modern enterprise.

Contact Center 317

Contact Center AI Innovation Customer Retention 317

ECXO

JUNE 11, 2024

This transformation, driven by advanced data analytics, machine learning, and predictive technologies, is ushering in a new era of workplace efficiency and personalization. This adaptability is crucial in an era where the pace of technological change demands ongoing learning. However, the path forward is not without its challenges.

Sentiment Analysis 334

Sentiment Analysis AI Predictive Analytics Machine Learning 334

Uniphore

DECEMBER 21, 2021

Joined the World Economic Forum’s (WEF) Global Innovators Community , where we hope to pioneer the next generation in advanced AI, machine learning and automation, and define the global agenda for technological development and governance. Launched our new Uniphore AI-Driven Capabilities , providing enhanced customer experiences.

Machine Learning 49

Machine Learning Innovation AI Government 49

Intercom, Inc.

MARCH 25, 2021

From healthcare providers to insurers and others, the pandemic is rapidly driving organizational change and prompting businesses to consider future needs by adopting new technologies to replace or assist with historically manual workflows without compromising on care or privacy.

Healthcare 268

Healthcare Compliance Government Technology 268

ECXO

JUNE 20, 2023

They are judging companies on environmental, social, and governance (ESG) claims, and more importantly the action they take. They bake environmental and social responsibility, and good governance, into every aspect of what they do. They are also actively seeking out companies that share their sense of purpose and values.

B2B 367

B2B Innovation CX Government 367

ECXO

JUNE 23, 2024

According to the Cambridge Dictionary, the definition of a double agent is “a person employed by a government to discover secret information about enemy countries, but who is really working for one of these enemy countries”. Furthermore, implementing the right technology and tools is paramount for the success of your customer success team.

CX 358

CX Customer Satisfaction Innovation Education 358

Sprinklr

SEPTEMBER 8, 2021

“Government doesn’t need to worry about customer experience. I hear this fairly often when I tell people about my work in government customer experience. The reality is citizens and customers of government have more voice and more power than ever, especially with the proliferation of social media, chat, and other digital channels.

Government 72

Government Social Media CX Artificial Intelligence 72

ClearAction

JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. Governance of any endeavor is strongest when it’s integrated as your company’s way of life. Built-in B2B Customer Experience Governance 1.

Government 62

Government B2B CXM Customer Experience 62

Uniphore

JULY 30, 2021

When contact center leaders were asked what prevents them from running their dream contact center operation, they cite the same reasons year after year – lack of technology integration closely follows lack of budget. Now, how on earth could you have enough budget to integrate these technologies to deliver an effortless customer experience?

Innovation 246

Innovation CX Contact Center Artificial Intelligence 246

Fonolo

NOVEMBER 19, 2020

Unsurprisingly, technology adoption and customer experience continue to be hot topics — and as the demand for cloud-based software grows to accommodate remote work, call-back technology is steadily gaining popularity. Call-back technology is more popular than ever. 4 Contact Center Technologies You Need to Win Over Gen-Z.

Contact Center 162

Contact Center E-commerce Hospitality Hospitality 162

Callminer

APRIL 20, 2020

Therefore, BPOs embracing new technologies are likely to be more future ready and have a stable outlook moving forward. By strategically hiring for outsourced services, you can gain knowledge that can lead to the development of new technologies or products.” Sub-standard corporate governance of the outsourcing program over time.

Legal 286

Legal Artificial Intelligence Engineering Government 286

Customer Think

JULY 23, 2024

However, to ensure successful and sustainable citizen development initiatives, it is crucial to establish effective governance models. In this blog post, we will explore the importance of governance in citizen development, […]

Government 59

Government Technology Technology 59

Intercom, Inc.

MARCH 26, 2020

And there are thousands of volunteers behind the scenes building technology to help us through this very unique challenge – like data aggregation sites , infection tracing tools , gig finders for people out of work , sites helping source protective equipment , and more.

Healthcare 171

Healthcare Government Education Technology 171

CX Accelerator

NOVEMBER 11, 2022

Within this skillset sits CX governance – the system by which the organization is controlled and operates, and the mechanisms by which it, and its people, are held to account. They manage changes that can have impacts on people, processes and/or technology and provide regular updates to the organization.

CX 307

CX Customer Journey Map CX Transformation Government 307

ECXO

MAY 14, 2024

The Future is Human – The Role of Technology in H2H As technology continues to advance, the human element in business becomes even more crucial. While H2H emphasizes human connections, technology plays a pivotal role in facilitating these relationships at scale.

B2C 156

B2C B2B Artificial Intelligence Non-Profits 156

Uniphore

AUGUST 9, 2018

Especially as emerging technologies have begun threatening long-established companies in verticals such as retail, insurance, banking, government and more, the push for automation is now more critical than ever when it comes to optimizing front-end business processes to meet growing consumer expectations.

Government 133

Government Retail Business Operations Technology 133

Customer Think

MARCH 11, 2024

Technology’s role changed It does not matter what industry your company operates. I’m sure that technology is playing a different role than it did years ago. This impacts job role definition, governance program and how you are making decisions.

Technology 49

Technology Technology Government 49

Intercom, Inc.

NOVEMBER 9, 2022

Not only do smaller customers get overlooked in the process, but when new technologies or opportunities emerge, those customers tend to avoid engaging with them until there’s a carefully studied market fit or tangible ROI. Typically, third-party tools from the parent organization come with many stipulations around usage and governance.

Innovation 226

Innovation Start-ups Government Technology 226

ECXO

NOVEMBER 9, 2023

Additionally, to her book, she has contributed to renowned works such as “The Secret Sauce for Leading Transformational Change,” “Mobile Medicine: Overcoming People, Culture, and Governance,” and “Advanced Health Technology: Managing Risk While Tackling Barriers to Rapid Acceleration and other CX related publications.”

CX 156

CX CXM Government Contact Center 156

Experience Investigators

MAY 11, 2021

Technology and Tools. Governance and Discipline. Many leaders want to jump straight ahead to the technology and tools they’ll use to manage CX. CXM is often wrongly defined as a technology platform when instead it should be defined as a way of doing business. Now consider technology and tools. Yes, we do.

Customer Experience Management 105

Customer Experience Management CXM CX Customer Experience 105

ECXO

AUGUST 6, 2024

For instance: 1. Policy-making: Governments can create policies that stabilize economic conditions, thus providing a foundation for citizens to engage in long-term planning. Technological Tools: Utilizing digital tools and apps designed for goal setting, project management, and visualization can streamline the future planning process.

Customer Experience 177

Customer Experience Innovation Education Government 177

Taylor Reach Group

JUNE 21, 2021

TRG, an award-winning call and contact center consulting and managed services firm, will be performing a deep dive into all of the center’s processes, staffing, and technology in order to determine the precise gaps between current operations and state compliance. That’s why this has been a top-priority project for us.”.

Compliance 128

Compliance Contact Center Government Retail 128

Intercom, Inc.

APRIL 30, 2020

is a special four-part series on Inside Intercom that explores how people across many industries and countries are managing to persevere with the help of technology. However as the UK and Irish governments (note: Alison is Irish but based in the UK) required the cancellation of events, this was not to be.

Government 211

Government Start-ups Finance B2B 211

Intercom, Inc.

FEBRUARY 4, 2021

I realized after three or four weeks that retirement was boring and then set up a gaming software company called Inspire Gaming Group” And I always wanted to work in technology. So I set up a technology company and that grew over six or seven years to be 170 people in three or four cities around the world.

Transportation 183

Transportation Gaming Agriculture Government 183

Taylor Reach Group

JUNE 9, 2020

Looking ahead, companies with both in-house and outsourced contact centers will need to take full advantage of current technologies that allow them to reduce costs and drive efficiencies but can also handle the critical task of scale mass number of agents with the adroitness of spinning up a server.

Contact Center 129

Contact Center Machine Learning Government Technology 129

Totango

SEPTEMBER 28, 2021

In 2021, it’s clear that every business needs customer success technology. All businesses, whether a small startup or a large global enterprise, are governed by the same high standards of customer expectation: “Show me value, fast, all the time, or else I’m moving on…”. Our focus is on ease of use and agility.

Government 133

Government Innovation Start-ups Technology 133

Futurelab

DECEMBER 9, 2021

Tags: Annette Franz (Gleneicki) collaboration culture customer experience customer-centric culture governance technology Facebook Like.

Customer Experience 100

Customer Experience Government Technology Technology 100