Execs In The Know

APRIL 23, 2021

Acceptance is a pivotal milestone for employees, their experience at work, and their ability to help you innovate. All these concerns provide executives with opportunities for innovation. Having the proper technology is especially important for employees who are returning to the workforce, but not to the office.

Innovation 93

Innovation CX VOC Outlook 93

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

Callminer

NOVEMBER 18, 2020

Some examples include technology advancements, machine learning, automation, seamless omnichannel servicing, frictionless customer experience, predictive modeling providing proactive solutions, and most recently, a pivot to work at home. Launch technology to automate, monitor, manage, and support all aspects of the customer experience.

Contact Center 345

Contact Center Customer Satisfaction Customer Service Outlook 345

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.” and technology knowledge embedded in a BPO provider.”

Legal 286

Legal Artificial Intelligence Engineering Government 286

Customer Think

JANUARY 20, 2024

At the forefront of 2024 is the unstoppable wave of technological innovation. The New Year symbolizes a clean slate, and January is the ideal time for sales professionals to dust off 2023 and kick off their sales priorities for Q1 with a renewed vigor.

Outlook 45

Outlook Technology Technology Sales 45

Totango

SEPTEMBER 22, 2023

we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. And, CS has the technology and customer data to feed product, sales, and marketing with the integrated insights to drive innovation forward. Shawn White, Sr.

Outlook 120

Outlook Innovation Omnichannel Education 120

Comm100

JANUARY 23, 2023

This is all occurring against a backdrop of incredibly high CX expectations across industries and ever-developing technology. As economic outlook worsens in the months ahead, expect to see businesses that have invested in customers to rebound first.” ChatGPT and real-world RPA applications will make these technologies more accessible.

Customer Experience 130

Customer Experience AI Outlook CX 130

Intercom, Inc.

MARCH 15, 2018

I hosted Will on our podcast, where we talked about how he keeps his team innovating, hiring generalists vs. specialists, managing in a high growth environment and more. Making the shift from maintenance to innovation. There is a challenge here, which is that there are just so many different technologies.

Engineering 214

Engineering Start-ups Innovation Outlook 214

Fonolo

FEBRUARY 27, 2019

Outlook for Specific Cloud-Based Features. Global Outlook. How to Efficiently Manage Service Levels with the Right Technology. Join us for a joint webinar powered by Fonolo and injixo , where we will discuss how technology aids service level management, as well as share experiences and success stories. Plus so Much More!

Contact Center 91

Contact Center Outlook Technology Technology 91

Gainsight

APRIL 7, 2022

Product Innovations . We’ve filled the entire space with booths, showcases, and experiences that show off the exciting new technologies in customer success, product experience, and community. Plus, be the first to hear about the newest product innovations coming to Gainsight. Who will be this year’s keynote speakers?

Entertainment 105

Entertainment Outlook Innovation Gaming 105

Intercom, Inc.

DECEMBER 5, 2019

Identifying a clear purpose and vision becomes all the more important given the rapid evolution of the SaaS industry, whether it’s how fast the underlying cloud technology is changing, the massive transformation of the app economy, or the race to incorporate AI. But they are the slowest to adopt that technology. “It trillion and $15.4

Artificial Intelligence 118

Artificial Intelligence AI Start-ups Outlook 118

Intercom

MARCH 29, 2023

Register here to join us on April 12th as leaders from Intercom, Klaus, Aircall, and Support Driven discuss the results of the report and key takeaways Yes the economic outlook isn’t too rosy, but the good news is customer support teams feel more prepared than ever to face the challenges that lie ahead.

Customer Service 69

Customer Service Outlook Machine Learning AI 69

DMG Consulting

OCTOBER 2, 2023

The Generative AI: A New Paradigm for Contact Centers and Customer Service report discusses multiple use cases for this technology in contact center and customer service applications and explores how it is being applied to greatly improve performance and benefits for these customer-facing departments.

Contact Center 59

Contact Center AI Customer Service Outlook 59

Zendesk

APRIL 3, 2023

This short-sighted outlook only undermines the true goal: creating long-term profitability. Invest in endless aisles An endless aisle is an innovative solution that blurs the lines between in-store and online shopping. Examples of innovative retail customer engagement in action Retailers are wowing their customers with new experiences.

Retail 98

Retail Social Media Artificial Intelligence Omnichannel 98

DMG Consulting

MAY 21, 2020

We’ve entered the new decade with great momentum in technological innovation. DMG’s crystal ball shows an amazing outlook for the world of service and contact centers. The changing workforce will drive much of the innovation in companies. Like what you’re reading? Sign up for DMG’s free monthly newsletter.

Contact Center 48

Contact Center Artificial Intelligence Transportation Outlook 48

DMG Consulting

JANUARY 3, 2020

We enter the new decade with great momentum in technological innovation. DMG’s crystal ball shows an amazing outlook for the world of service and contact centers. The changing workforce will drive much of the innovation in companies. More business (and personal) activities will be accomplished through mobility.

Contact Center 48

Contact Center Artificial Intelligence Transportation Outlook 48

DMG Consulting

SEPTEMBER 29, 2022

This edition of the Report, formerly the Interaction Analytics Product and Market Report , has been renamed to reflect its exploration of the broadening and growing contributions and value of these solutions as IA technology is embedded into third-party applications and adoption extends throughout organizations.

Contact Center 48

Contact Center Outlook Text Analytics Actionable Insights 48

DMG Consulting

MAY 8, 2023

This positioned vendors to invest heavily in their solutions (particularly during the first six months of the year) and deliver a great deal of innovation to the market. The market is at a pivotal point, and the new wave of enhancements and innovations will help convert these suites into WEM platforms that provide enterprise-wide benefits.

Artificial Intelligence 62

Artificial Intelligence Contact Center Outlook Gaming 62

Kerry Bodine

JANUARY 23, 2017

When I recently met with a group of three dozen cross- industry customer service, operations, and technology professionals, most of their eyes lit up when I mentioned journey maps—and several couldn’t wait to tell me about the maps they’d developed themselves. And they’re not just for CX professionals anymore.

Outlook 76

Outlook Touchpoint Start-ups Voice of the Customer 76

DMG Consulting

MARCH 18, 2025

In the future, AI in the form of predictive analytics (which leverages a variety of AI technologies) will become the core CCaaS brain, orchestrating and coordinating operation of the 45-plus contact center systems to continuously optimize performance. CCaaS Outlook The total addressable market (TAM) for CCaaS is large and growing.

Contact Center 48

Contact Center Artificial Intelligence Outlook Predictive Analytics 48

Gainsight

APRIL 10, 2023

According to a 2023 Trends and Outlook in Customer Success report from Bain & Company, retaining customers is at least five times more cost-effective than acquiring new ones. As a result, SaaS businesses are focussing on building durable businesses by keeping existing customers rather than acquiring new one.

B2B 59

B2B Outlook Customer Retention Omnichannel 59

Qualtrics

MARCH 22, 2021

Qualtrics is the technology partner that enables DEI practitioners and leaders to gain insight into the experiences of diverse employees and take action to close the gaps. How can technology help with greater DEI in your organization? Why should organizations invest in diversity and inclusion technology right now?

Technology 29

Technology Technology Outlook Start-ups 29

DMG Consulting

AUGUST 16, 2022

The leading IVA solutions are already generations ahead of most IVRs, but the innovations keep coming. Given the large number of complaints about the poor quality of service delivered by live agents today and the increasing scale of inquiries coming into organizations, these innovations are a welcome opportunity for the market.

Contact Center 48

Contact Center Artificial Intelligence AI ML 48

DMG Consulting

SEPTEMBER 7, 2023

AI Continues to Drive Innovation Artificial intelligence continues to make a huge contribution to WFM solutions. AI technologies are being used to smooth WFM’s primary input data, reducing the need for administrators to manually clean it up and eliminate one-time unexpected events or exceptions that could improperly skew future forecasts.

Contact Center 48

Contact Center CX Real Estate Artificial Intelligence 48

ClientSuccess

AUGUST 30, 2018

As a customer success leader with over 30 years of experience in the technology industry, Carine brought her story of dedication, personalization, and resiliency to the CS100 Summit stage and discussed how an organization-wide culture of customer-focused success is key for innovative companies to thrive in today’s marketplace.

Outlook 40

Outlook Innovation Customer Service Technology 40

SugarCRM

NOVEMBER 26, 2018

Customers in the SugarCloud are at the tip of the spear for innovation. This ensures that they are getting the latest innovation with a consistent runtime environment. These new micro-services will be easy to manage and maintain through tools like Kubernetes and other native cloud technologies. You asked, we delivered.

Outlook 30

Outlook CRM Machine Learning Compliance 30

Experience Investigators

OCTOBER 18, 2022

Great customer experiences are built on many things, but here are three of the big things : Strategy – a defined outlook for what success is and how to get there. These meetings were about everything from internal processes to customer-facing technology. Innovate on behalf of the customer. inconsistent. at best, ordinary.

Customer Experience 52

Customer Experience Outlook CX Voice of the Customer 52

ClearAction

OCTOBER 1, 2018

That’s exciting, yet the future of customer experience management (CXM) is calling out for significant shifts beyond the trends and forces in technology, socio-economics and competitive environments. The future is urgently calling for us to shift to company-wide alignment with CX. Here’s why: CXM Status Quo.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

Ameyo Callversations

AUGUST 24, 2022

Conversational AI, as a leading contact center automation technology, stands at the convergence of these two business sides. Chatbots Trends and Future Outlook. The Natural Language Processing (NLP) technology used in these bots uses predictive analytics to understand user intent from their conversation or queries raised.

AI 52

AI Sentiment Analysis Contact Center Artificial Intelligence 52

SugarCRM

MARCH 24, 2020

For years, the majority of brands in the CRM industry have remained complicated Rolodexes to track business accounts with innovation that meets minimum standards set arbitrarily. What our customers are saying about Sugar proves that we are starting to change the outlook of the CRM industry, one customer, at a time.

CRM 32

CRM Innovation Outlook CX 32

ClearAction

AUGUST 6, 2019

In Hewlett-Packard’s Marketing department at the start of her career, Kirsty’s outlook was influenced by a mandatory six-month job in the field to develop an understanding of customers as the prerequisite to her Marketing role. Customer-Focused Mindset. Educate partners on how the company is speaking to customers.

Customer Journey Map 48

Customer Journey Map Net Promoter Score Social Media NPS 48

SurveySensum

NOVEMBER 23, 2023

You will need dedicated NPS software with innovative survey distribution channels, and specific analytic and reporting features to conduct successful NPS surveys. It should blend effortlessly with your technology, workflows, and communications. It has innovative branding and customization options.

NPS 52

NPS Net Promoter Score Sentiment Analysis Social Media 52

Gainsight

JUNE 10, 2021

At Gainsight, we have defined GameChangers as customers who shift their thinking to transform their business outlook. With a collective strategy, shared goals, and the right technology, Dream Team Award winner PTC brought together Customer Success, Sales, Product, and Marketing to generate secure customer relationships. .

Scorecard 52

Scorecard Outlook NPS Customer-Centric Organization 52

SugarCRM

JUNE 6, 2022

Our virtual event allowed us to connect with customers in a meaningful way to uncover the latest Sugar innovations, glean inspiration from fellow users, and formulate an equation for success with Sugar to address those challenges. Year of Innovations You Need and Asked for. Let’s see how we have managed it! Wow : You did it!

Artificial Intelligence 26

Artificial Intelligence Sentiment Analysis CRM Outlook 26

SugarCRM

OCTOBER 27, 2022

The pandemic opened Pandora’s box: it taught us that in innovation terms, we could leap forward five years in five days when we have to. This behavioral change is not elastic—it’s been a permanent move powered by digital innovation. The pace of CX and business, in general, is unprecedented.

E-commerce 26

E-commerce B2B CRM CX 26

Zendesk

MAY 31, 2022

This includes their general outlook on life, motivations, attitudes, and perceptions. Use the most innovative options in sales technology to help you track buyer trends and build consumer behavior models that will transform your buyer personas into effective marketing tactics and your customers into brand advocates.

Social Media 52

Social Media Construction Sales Customer Retention 52

SugarCRM

SEPTEMBER 13, 2022

We believe that while innovation is necessary, a successful sales team only needs a handful of key features to make an impact. Sugar Connect integrates your Outlook or Gmail account with the platform so you can easily send meeting links to new prospects, track their scheduling activity, and pull their information directly into the system.

Sales 26

Sales Data Entry CRM Finance 26