eglobalis

NOVEMBER 19, 2024

The companies that thrive today aren’t just adopting AI; they’re embedding it into their DNA to design groundbreaking technologies and solutions that deliver unmatched value to customers. From healthcare breakthroughs to cutting-edge industrial systems, algorithmic experimentation empowers organizations to test, iterate, and refine their approaches rapidly, driving faster innovation and reduced risk.

B2B 307

B2B Innovation Healthcare Culture 307

InMoment XI

NOVEMBER 19, 2024

Think about the last time you asked ChatGPT a fairly simple question but got an unexpected response. Perhaps it provided a factually incorrect statement or just misunderstood your prompt. The result is described as a “hallucination”, a growing concern for businesses using AI systems. What is an AI hallucination? An AI hallucination occurs when an AI system produces false or misleading results as facts.

Reference 195

Reference Contact Center Healthcare Financial 195

BlueOcean

NOVEMBER 19, 2024

By developing a custom Zendesk IVR integration for a global communications leader, Blue Ocean eliminated manual data entry, reducing average handle time by 53 seconds and boosting customer satisfaction ratings by 34%. This seamless connection between phone and ticketing systems demonstrates how strategic contact center technology can simultaneously improve operational efficiency and customer experience.

Average Handle Time 156

Average Handle Time Communication Contact Center Customer Satisfaction 156

Retently

NOVEMBER 13, 2024

Shopping online is more than just convenient – it’s the new normal. But as ecommerce grows, so do customer expectations. Today’s shoppers aren’t just looking for products; they’re looking for experiences. A seamless, personalized, and engaging buyer journey is the difference between a one-time shopper and a loyal customer. This is why Customer Experience has become the heart of online retail success.

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Retail Social Media Technology Brands 154

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

2024

Experience Investigators by 360Connext

NOVEMBER 19, 2024

If you have an organizational mission statement, do you need an organizational vision statement? What about a customer experience mission statement or a customer experience strategy statement? Craft a customer experience (CX) mission that truly aligns with your organization’s vision and mission and puts a focus on the customer! In this episode, Jeannie Walters shares her insights on transforming organizational goals into actionable CX strategies.

Customer Retention 143

Customer Retention Metrics Measurement Insights 143

InMoment XI

NOVEMBER 18, 2024

Did you know that social media is the number one discovery channel for products? Furthermore, when researching a brand or product, most consumers prefer to do their own research rather than speak to a human. Knowing these consumer behaviors and how they relate to your business can significantly impact your overall business performance. To capitalize on those behaviors, you need to be able to perform customer behavior analysis.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

Thematic

NOVEMBER 18, 2024

AI sentiment analysis helps you decode the human emotion in text. It enables you to connect with customers on a deeper level than ever before, and discover what they truly like and dislike about your brand. Organizations are fast realizing the power of including their customers’ opinions in their operations, product roadmaps, and strategic business decisions.

Multi-Channel 62

Multi-Channel Social Media E-support Net Promoter Score 62

Win the Customer

NOVEMBER 20, 2024

In an era dominated by artificial intelligence and automation, it’s easy to overlook the power of human connection. As businesses increasingly rely on digital channels to interact with customers, the importance of empathy in customer service has never been greater. By prioritizing empathy, companies can foster stronger relationships, improve customer satisfaction, and ultimately drive business growth.

Interaction 52

Interaction Net Promoter Score Competitive Advantage Social Media 52

inQuba

NOVEMBER 19, 2024

inQuba Celebrates Success at the 2024 Assegai Awards with 4 Strategic Wins. inQuba proudly celebrates its success at the 2024 Assegai Awards, earning recognition across four prestigious categories. These wins highlight inQuba’s innovative approach to journey management and its unwavering commitment to driving meaningful customer engagement and business transformation. inQuba is proud to announce its remarkable achievement at the prestigious Assegai Awards, where the company was honored with four

2024 52

2024 Innovation Insurance Customer Journey 52

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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.

Voice of Customer

ShepHyken

NOVEMBER 14, 2024

This week, we feature an article by Andy Watson, Senior Product Marketing Manager, Customer Experience at RingCentral. He shares how AI is transforming customer and employee experiences by enhancing efficiency, engagement, and satisfaction through generative AI, chatbots, and real-time support. The AI revolution is here—and it’s transforming how businesses interact with customers and support their employees.

Employee Experience 66

Employee Experience Contact Center 2024 Hospitality 66

InMoment XI

NOVEMBER 14, 2024

With 64% of Internet users discovering brands via social media, getting your marketing on point is essential. From simple reviews to detailed threads, there is a lot of online activity from individuals worldwide. Some of this activity could be relevant to your brand and industry. It could be an Instagram Story featuring your product or a post complaining about your recent update.

Social Media 195

Social Media Multi-Channel Metrics 2024 195

Thematic

NOVEMBER 14, 2024

Analyzing customer sentiment helps you understand what your customers want, need, and feel. It can help you create better products, refine the customer experience, and boost brand loyalty. Organizations who understand their customers can make data-driven decisions that actually meet their needs. Yet understanding how to correctly analyze your customer feedback comes with its own set of challenges.

Net Promoter Score 62

Net Promoter Score Social Media Customers Feedback 62

BirdEye

NOVEMBER 20, 2024

Managing a multi-location dental practice requires your teams to juggle patient care, staff coordination, reputation , appointments, and communications daily. As you scale across locations, these challenges grow exponentially, requiring innovative solutions. That’s where Generative Artificial Intelligence (GenAI) comes in. AI is revolutionizing dental practice operations, with a high adoption rate.

Multi-Channel 52

Multi-Channel Insurance Document Feedback 52

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

Optimove

NOVEMBER 19, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: Successful iGaming brands craft moments of excitement that go beyond bonuses. While gamification alone promises to deliver this, the magic happens when game-like elements meet AI solutions to create highly personalized, dynamic, and unforgettable experiences for each player. This isn’t about adding game elements—it’s about delivering the right ones to the right players at the perfect moment.

Return on Investment 52

Return on Investment Sports Download ROI 52

CSM Magazine

NOVEMBER 18, 2024

CommBox , a leading enterprise-grade omnichannel, AI-powered customer experience platform, has today announced the completion of a $15 million growth investment round from PSG Equity. PSG Equity is a leading growth equity firm that specializes in partnering with software and technology-enabled services companies to help navigate and capitalize on transformational growth.

Customer Experience 52

Customer Experience Healthcare Omnichannel 2013 52

InMoment XI

NOVEMBER 13, 2024

Did you know that U.S. companies could save over $35 billion annually by satisfying existing customers? Understanding why customers want to leave can help you retain them and reduce acquisition costs. But, how do you identify customers at risk of leaving? You could guess based on their activity, but that would be ineffective. Instead, you need to leverage churn prediction to learn why customers may leave and what you can do about it.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

ChurnZero

NOVEMBER 18, 2024

The SaaS industry was hit hard in late 2022 through 2024. Shifts in market dynamics led investors to favor financial stability and profitability over “growth at all costs,” putting retention at the center of most businesses. The metrics of retention (gross revenue retention or net revenue retention) are now cemented as the qualifying metrics when investors and boards ask about a company’s health.

2024 52

2024 Customer Success Management 2022 52

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

BirdEye

NOVEMBER 18, 2024

Artificial Intelligence (AI) is not a buzzword anymore—it’s reshaping the way agencies operate, innovate, and deliver value. AI is quickly becoming essential for agencies that want to stay competitive and truly connect with their clients. However, with so many changes happening around AI, many agencies are still figuring out the best way to utilize it effectively.

2024 52

2024 Social Media Insights Customer Insights 52

Gainsight

NOVEMBER 14, 2024

Every year at Pulse Europe , we recognize European industry leaders who have made significant contributions to the field of customer success (CS), driving innovation and transforming the way businesses engage with their customers. Without further ado, put your hands together for this year’s Pulse Europe GameChanger Award Winners! [Insert Photo from Awards] The Architect : Odido, Jason de Krijger The Architect Award recognizes the individual or team that has gone above and beyond to build a thriv

2024 52

2024 Hospitality Innovation Customer Success 52

CSM Magazine

NOVEMBER 18, 2024

In the context of the highly competitive gambling industry, the provision of exemplary customer service has evolved from being a mere desirable attribute to a crucial imperative. It can be reasonably deduced that casinos which prioritise customer satisfaction are more likely to attract and retain players, particularly those who are willing to place high-value bets.

E-support 52

E-support Loyalty Programs Customer Service Representative Loyalty 52

Optimove

NOVEMBER 15, 2024

See the difference control groups make in this guide Download Now Why it Matters: Optimove Insights is the analytical and research arm of Optimove, the #1 CRM Marketing Solution for iGaming and Sports Betting. For iGaming operators, Optimove Insights’ Pulse Snapshot reveals how peak sports events shape betting patterns and player behavior, which is essential for retention and growth.

Insights 52

Insights Sports Download Events 52

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

Contact Center

Integrity Solutions

NOVEMBER 20, 2024

The road to success in sales is filled with challenges, highs and lows. Many variables come into play. As we note in our book, Listen to Sell , “It can be easy to feel that given the right factors—the market, the product, the tools, the data, the competition, a natural sales ability—selling would be easier, and success would be inevitable.” But this is a passive and, ultimately, self-defeating way to view and approach the profession of sales.

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Sales White Paper Culture B2B 55

BirdEye

NOVEMBER 18, 2024

Managing social media requires juggling content creation, scheduling, analytics, and engagement – tasks that can overwhelm even experienced marketers. AI tools for social media transform this complex process into a streamlined operation, helping you boost engagement while saving hours each week. This guide breaks down the essential AI tools you need and shows you exactly how to use them.

Social Media 52

Social Media Multi-Channel Culture E-support 52

Gainsight

NOVEMBER 13, 2024

Welcome to the first day of Pulse Europe 2024 , Gainsight’s annual conference held at the beautiful RAI Amsterdam. This year, thousands of customer success professionals gathered from around the globe to connect, learn, and share insights about the evolving landscape of customer success in an era increasingly defined by technology and artificial intelligence.

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2024 Customer Success Connections Technology 52

CSM Magazine

NOVEMBER 17, 2024

In today’s fiercely competitive market, loan providers that go beyond mere transactions to build genuine connections with their clients will soar above the rest. Picture yourself stepping into a loan provider’s office with a mix of hope and apprehension. You’re on a quest to fulfill a dream—perhaps buying your first home or expanding your small business.

Customer Service 52

Customer Service Exceptional Customer Service Customer Service Representative Financial 52

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The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.

2024