Adrian Swinscoe

AUGUST 14, 2023

It’s the first time it’s been held in person for four years, and […] The post When it comes to customer experience transformation, technology isn’t the problem first appeared on Adrian Swinscoe. I was in Las Vegas recently for Pegaworld iNspire 2023, Pega’s annual customer event.

Technology 246

Technology Technology Customer Experience 246

Callminer

AUGUST 22, 2022

With the introduction of the FCA's new Customer Duty requirements, brands must take an active stance toward assisting and protecting financially vulnerable customers.

Technology 339

Technology Technology 339

ECXO

MAY 27, 2024

bnbvvvV Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes Article source: [link] Introduction Artificial Intelligence is revolutionizing enterprise technology, and will redefine enterprise software design, and transform how businesses enhance customer, user experiences and drive business outcomes.

AI 227

AI Technology Technology CX 227

Adrian Swinscoe

JUNE 29, 2023

Now, while that is easy to say and observe, it’s often hard to quantify […] The post Is adhering to the FCAs new consumer duty impossible without the help of technology? Many customers are suffering right now with high inflation and interest rates. first appeared on Adrian Swinscoe.

Technology 246

Technology Technology 246

Adrian Swinscoe

JANUARY 18, 2024

Have you ever found yourself going to a Lego store intent on buying an assortment of Lego pieces as a gift for someone, but when faced […] The post Technology choice, adoption and the paradox of choice first appeared on Adrian Swinscoe.

Technology 162

Technology Technology Business Growth Innovation 162

Callminer

FEBRUARY 1, 2023

CallMiner's VP of Int'l, Frank Sherlock, talks about the value of customer communications ahead of his session at Credit Connect’s Online Collections Technology Think Tank. Read more in his blog.

Technology 182

Technology Technology 182

ECXO

SEPTEMBER 6, 2023

This article was originally posted at [link] Integrating touchpoint technologies is a strategic imperative as we all know to create the types of omnichannel experiences that business buyers experience when they purchase something from a consumer brand. Investment in technology has been targeted at one or two channels.

Omnichannel 156

Omnichannel B2B Technology Technology 156

Adrian Swinscoe

NOVEMBER 20, 2023

Micah joins me today to talk about his new book: […] The post Your customer doesn’t want to know about your technology – Interview with Micah Solomon first appeared on Adrian Swinscoe. Today’s interview is with Micah Solomon, a renowned expert on customer service, hospitality, and customer experience.

Technology 190

Technology Technology Hospitality Hospitality 190

Callminer

NOVEMBER 27, 2024

The future of the call center is exciting, with more opportunities than ever to meet rising customer expectations with AI. Read this blog for 2025 call center trends and best practices.

Technology 182

Technology Technology AI Customer Expectations 182

Callminer

AUGUST 12, 2024

Businesses often rely on CX automation to help customers quickly and conveniently at different points in the customer journey. Read this blog to learn how automation plays an important role in CX.

Technology 182

Technology Technology Customer Experience CX 182

Adrian Swinscoe

OCTOBER 25, 2022

The post The killer combination: Customer success, happiness and the right technology – Interview with Prashanth Krishnaswami of Zoho first appeared on Adrian Swinscoe. Today’s interview is with Prashanth “PVK” Krishnaswami is the head of market strategy and thought leadership for the CX product group at Zoho. Prashanth joins me […].

Technology 190

Technology Technology CX 190

eglobalis

AUGUST 13, 2024

This symbiotic relationship has led to a continuous evolution in technology, pushing the boundaries of what customers expect and experience. Samsung’s mobile line of business, particularly the Galaxy series, has established itself as a leader in the global smartphone market, known for innovation and cutting-edge technology.

CX 445

CX Innovation Manufacturing Technology 445

eglobalis

JULY 25, 2024

Her success is largely due to the European market’s current focus on fundamental CX concepts like journey mapping, cultural transformation, technology, and strategy, areas in which she excels, complemented by her very engaging and likable personality. However, many European top executives still do not fully grasp this aspect.

Customer Experience 399

Customer Experience Innovation CX Omnichannel 399

Customer Think

MAY 27, 2024

The Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes Source article: [link] Introduction Artificial Intelligence is revolutionizing enterprise technology, and will redefine enterprise software design, and transform how businesses enhance customer, user experiences and drive business outcomes.

Technology 133

Technology Technology Artificial Intelligence AI 133

Adrian Swinscoe

JULY 27, 2024

This is a guest post from Colin Farquhar, senior vice president of enterprise IP video, and Kerry Lindsay, vice president of human resources at IPTV specialist: […] The post Overcoming cultural latency: How video technologies support today’s hybrid workplace first appeared on Adrian Swinscoe.

Technology 130

Technology Technology 130

eglobalis

NOVEMBER 3, 2024

This process is particularly powerful in sectors with high trust requirements, such as technology and cybersecurity. Leverage Technology as an Enabler, not a Solution While technology is essential in today’s CX strategies, it should be viewed as an enabler that enhances—rather than replaces—human-centric interactions.

CX 442

CX B2B Innovation Sentiment Analysis 442

Adrian Swinscoe

AUGUST 14, 2024

Gopi joins me today to talk about […] The post Agents view agent-assist technology as more important than a competitive salary – Interview with Gopi Polavarapu at Kore.ai Today’s interview is with Gopi Polavarapu, Chief Solutions Officer at Kore.ai, a market leader in Conversational AI platform space. first appeared on Adrian Swinscoe.

Technology 147

Technology Technology AI Artificial Intelligence 147

eglobalis

OCTOBER 30, 2024

As organizations aim to boost productivity, engagement and overall satisfaction, AI technologies are becoming essential tools The Gist AI boosts productivity. As organizations aim to boost productivity, engagement and overall satisfaction, AI technologies are becoming essential tools. Faster hiring process.

AI 386

AI Outlook Customer Satisfaction Technology 386

ECXO

NOVEMBER 17, 2024

Emotion-Driven Design: Unlocking the Key to Unstoppable Customer Adoption Introduction In the fast-evolving technology landscape, emotional design has emerged as a critical factor influencing adoption rates. This article explores ten essential components that design leaders can employ to enhance emotional adoption in technology.

B2B 390

B2B Technology Technology Customer Loyalty 390

ECXO

MAY 15, 2023

In its most basic sense, it’s the merger of marketing technology (MarTech) with advertising technology (AdTech). Raab first commented on MadTech in his Twitter feed and later in a CMSWire editorial , where he noted: “Most companies today struggle to integrate data and technologies within their marketing departments.

Net Promoter Score 400

Net Promoter Score Technology Technology Retail 400

Customer Think

AUGUST 27, 2024

The contact centre — a technology-driven strategic asset Contact centres are the core on which many firms deliver their customer experience. The landscape has changed dramatically in recent years, and this transformation is set to continue.

Technology 105

Technology Technology Customer Experience Contact Center 105

ECXO

AUGUST 12, 2024

Marketing technology (MarTech) is at the heart of this evolution, integrating data, automating processes, and enabling personalized, real-time customer interactions. Immersive Technologies: VR/AR will continue to grow, offering brands new ways to engage customers through immersive experiences.

Customer Experience 365

Customer Experience Predictive Analytics Social Media Machine Learning 365

Adrian Swinscoe

OCTOBER 2, 2024

Gopi joins me today to talk about […] The post Agents view agent-assist technology as more important than a competitive salary – Interview with Gopi Polavarapu at Kore.ai Today’s interview is with Gopi Polavarapu, Chief Solutions Officer at Kore.ai, a market leader in Conversational AI platform space. first appeared on Adrian Swinscoe.

Technology 130

Technology Technology AI 130

eglobalis

DECEMBER 4, 2024

Assertions that advancements in artificial intelligence (AI) and automation will replace human-led CX strategies overlook the complexity of customer relationships, the role of cultural nuances, and the limitations of technology in addressing human-centric needs across both B2B and B2C environments.

B2B 320

B2B Artificial Intelligence AI CX 320

ECXO

NOVEMBER 26, 2024

Leverage Technology, Automation, and Data-Driven Insights to Enhance Customer Service Incorporate technology and automation tools to streamline customer service processes. Embrace Technology : Use technology as an enabler to enhance customer experience.

CX 334

CX Innovation Artificial Intelligence Customer Satisfaction 334

ECXO

JUNE 19, 2024

Future Trends and Opportunities Advancements in AI Technology The field of AI is continuously evolving, with new advancements and capabilities emerging regularly. One of the most promising developments is the integration of AI with other emerging technologies, such as augmented reality AR and virtual reality VR. Accessed June 2024.

AI 386

AI Customer Experience Legal Manufacturing 386

eglobalis

JULY 31, 2024

Marketing technology (MarTech) is pivotal in enhancing CX by integrating data, automating processes, and enabling personalized interactions sometimes in real-time. Virtual and Augmented Reality (VR/AR) VR and AR technologies, used by platforms like Unity and ARKit, create immersive and interactive experiences for customers.

Customer Experience 328

Customer Experience Social Media Predictive Analytics AI 328

ECXO

OCTOBER 17, 2024

Cutting-Edge Technology and Its Complexities With rapid advancements in technology, medical devices are becoming more sophisticated. These technological advancements, while incredibly beneficial, also demand user-friendly interfaces, excellent customer support, and continuous education for patients and healthcare providers.

Customer Experience 401

Customer Experience Healthcare Education Legal 401

ECXO

APRIL 29, 2024

In this quest for the silver bullet, companies have turned to technology. While these technologies have indeed revolutionized the field of CX, they are not the silver bullet. Blockchain technology promises secure and transparent transactions. Technology should be used as a tool to enhance human interaction, not replace it.

CX 285

CX Innovation Machine Learning Technology 285

eglobalis

NOVEMBER 26, 2024

Scaling Empathy Through Technology Technology can scale empathy by personalizing interactions and anticipating client needs across global operations. Technology Gaps: Without advanced tools like CRM and AI, scaling empathy becomes inefficient and inconsistent. As mentioned in a previous article.

CX 406

CX B2B Predictive Analytics B2C 406