CSM Magazine

OCTOBER 22, 2024

Small and medium-sized enterprises (SMEs) are increasingly turning to tools like Salesforce for SME to streamline their operations and improve customer interactions. Technology is no longer just a backend facilitator—it’s transforming how businesses engage with their customers on every level.

Technology 52

Technology Customer Experience Omnichannel Touchpoint 52

CloudCherry

AUGUST 17, 2018

The customer plays such a crucial role that organizations rely on customer data and analysis to best understand customer behavior and what gets them all the way to the end of the sales funnel. Customer Experience Management (CEM). It collects core customer information from various channels (e.g. What is CRM?

CEM 281

CEM Customer Relationship Management Customer Experience Management Customer Relationships 281

Experience Investigators by 360Connext

FEBRUARY 20, 2024

And while any customer feedback program can add value to a customer experience strategy, the best ones create a swift cycle of turning listening into insights and action. Generative AI and other cutting-edge technologies provide unprecedented avenues (and speed!)

Customer Relationship Management 270

Customer Relationship Management Feedback Customer Journey Connections 270

SurveySensum

DECEMBER 27, 2024

Whether it’s solving an issue on the spot, offering a great overall experience, or listening to customer feedback , each piece plays a key role in keeping customers happy and coming back. Technology makes it all a bit easier these days. If youre looking at investing in smart technology, here are a few options to explore.

Technology 52

Technology Call Center Customer Satisfaction 2025 52

ijgolding

APRIL 9, 2020

Technology to the rescue…. How can technology play a part in addressing this dilemma? To start with, the answer partly lies in Customer Relationship Management (CRM). A tool that would allow you to instantly share that data, also known as customer insight, with the relevant stakeholders.

Insights 124

Insights Customer Journey Mapping Customer Journey Technology 124

CSM Magazine

NOVEMBER 11, 2024

Leadership and Team Management: Successful customer service managers must be able to lead and motivate their teams, delegate tasks effectively, and foster a positive and collaborative work environment.

Insights 52

Insights Customer Service Management 2029 52

Kustomer

SEPTEMBER 6, 2022

In this post, we’ll be taking a look at an approach to customer relationship management (CRM) that places social media and the data it can create front and center of efforts to build and develop strong relationships with your customers. That means customers of Brandwatch/Falcon.io What Is Social Data?

Customer Relationship Management 96

Customer Relationship Management Customer Relationships Social Media Management 96

TechSee

FEBRUARY 2, 2022

And as with most things, all roads lead to technology. . What Is Call Center Technology? Call center technology can refer to any tool that contact centers use to improve productivity, manage staff, deliver better service, or cut costs. Advanced call center technologies go way beyond handling incoming or outgoing calls.

Call Center 124

Call Center 2022 Technology Contact Center 124

Oracle

MAY 2, 2018

, a customer experience podcast series, hosts and CX experts Joey Coleman and Dan Gingiss share best practices for creating a solid CX strategy. From an excellent book report to a case study in artfully executed customer relationship management, here are three key takeaways from the episode that can help improve your own CX strategy.

Customer Relationship Management 71

Customer Relationship Management Books Customer Relationships Management 71

InMoment XI

OCTOBER 31, 2023

Call centers serve as hubs for customer interactions, making them a vital element of customer support. The role of call center management extends beyond the daily operational aspects. It also encompasses strategic planning, workforce management, and technology integration. How do Call Centers Work?

Call Center 195

Call Center Management Exceptional Customer Service Customer Satisfaction 195

Comm100

OCTOBER 13, 2024

Cracking the Self-Service Code in iGaming Dive into the latest trends and best practices for delivering exceptional customer experiences in the digital age Watch now On-Demand Webinar 1. Request a demo Request Demo The post Cracking the Self-service Code in iGaming: 5 Key Insights from our Webinar appeared first on Comm100.

Webinar 52

Webinar Insights Demo 2024 52

Experience Investigators by 360Connext

APRIL 23, 2024

CEM involves strategic planning and execution that help an organization track, oversee, and organize interaction between a customer and the organization throughout the customer lifecycle. (Is Is this the same as Customer Relationship Management, or CRM? This is where some business acumen can help.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

transcosmos Information Systems

NOVEMBER 15, 2017

Every company needs a system to organise, manage, monitor, and enhance the quality of service and experience they provide to their customers. This is where the value of a customer relationship management (CRM) system lies for your business. Simple and Easy to Navigate. Integrated Analytics.

Customer Relationship Management 75

Customer Relationship Management Customer Relationships Management Social Media 75

Experience Investigators by 360Connext

JANUARY 7, 2025

Increase customer lifetime value by creating personalized up-sell and cross-sell campaigns based on each customers prior purchases. However, a quick word of advice: Any metric can give you some insight into your success, but no metric is worth your sole attention. Be sure to listen for untold customer feedback , too.

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

Experience Investigators by 360Connext

JANUARY 18, 2022

Yet in some organizations, customer experience training is reserved for those who are in customer service roles only. And that training can feel tactical and task-driven, like explaining how to track customer records in a Customer Relationship Management (CRM) platform. But what about your technology team?

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

CSM Magazine

NOVEMBER 26, 2024

Thanks to advances in technology, getting a mortgage has never been more streamlined or customer-friendly. Here’s how technology is revolutionizing customer service in the mortgage industry. This technology ensures that customers receive prompt assistance, making the mortgage process feel smoother and more accessible.

Technology 52

Technology Customer Service Document E-support 52

SurveySensum

OCTOBER 2, 2024

Customer Experience Management vs. Customer Relationship Management – What are the Key Differences? Good customer experience goes beyond a transaction — it’s about making your customers feel heard, valued, and understood. But as customer expectations evolve, so do the tools to manage them.

Customer Relationship Management 52

Customer Relationship Management Customer Experience Management Customer Relationships Management 52

InMoment XI

MARCH 23, 2025

Enter conversational intelligence (CI) AI-driven technology that analyzes customer interactions. Through these insights, you can create highly accurate customer profiles and focus your resources and marketing efforts on the right leads. Lets look at how CI can help you refine your ICP.

Touchpoint 195

Touchpoint Insights Sales Social Media 195

CSM Magazine

APRIL 16, 2025

In recent years the construction industry has experienced significant changes driven by technological advancements. One of the leading innovations reshaping the sector is the integration of Enterprise Resource Planning (ERP) systems with Customer Relationship Management (CRM) solutions.

Interaction 52

Interaction Financial Communication Customer Satisfaction 52

InMoment XI

OCTOBER 4, 2024

Whether you are curious about other programs/ROIs, want to gain a better understanding of options in the market, or are insight-obsessed like us, you can gain unlimited access to all of our valuable calculators by simply entering your email. It helps brands track, analyze, and organize each customer interaction with them.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

Experience Investigators by 360Connext

AUGUST 20, 2024

Yet in some organizations, customer experience training is reserved for those who are in customer service roles only. And that training can feel tactical and task-driven, like explaining how to track customer records in a Customer Relationship Management (CRM) platform. But what about your technology team?

Customer Centricity 282

Customer Centricity Culture Feedback Customer Journey 282

Call Experts

NOVEMBER 18, 2021

Contact center technology can be the nerve center of your organization’s customer relationship management (CRM) strategy. Depending on the services offered, the contact center can also be called a call center, service desk, or customer service department. What Is Contact Center Technology?

Contact Center 98

Contact Center Technology Average Handle Time Call Center 98

InMoment XI

FEBRUARY 6, 2024

Using information from unstructured data, companies can gain valuable insights into how to improve their brand, products, services, and overall customer experience. Social media is an excellent platform for sharing expertise, insights, and valuable information. Social media also allows you to showcase your brand personality.

Social Media 195

Social Media Marketing 2023 Advertising 195

InMoment XI

SEPTEMBER 12, 2023

This article will walk you through how to conduct an effective competitive analysis, interpret the results, and turn those insights into actionable strategies. Tools and Techniques for Competitive Analysis In today’s fast-paced, technology-rich environment, competitive analysis has undergone a transformation.

Marketing 195

Marketing Competitive Advantage Return on Investment Poor Customer Service 195

CSM Magazine

NOVEMBER 6, 2024

This steady level of service reassures customers that they will get the same positive experience every time, no matter which location they visit. Listening to Customer Feedback Customer feedback offers insights into a franchise’s strengths and areas for improvement. A loyalty program doesn’t have to be complicated.

Customer Service 52

Customer Service Loyalty Programs Loyalty Feedback 52

CX University

JANUARY 2, 2025

Interestingly, I have found that whenever organizations recognize that the experience economy is placing new demands on companies, these companies resort to adopting the latest technology to gather customer data. CX Agility and Centricity Step 1: Gather customer and market insights. This is not a solution.

Customer Centricity 52

Customer Centricity Culture Innovation Customer Relationship Management 52

Think Customers

DECEMBER 19, 2024

This article was originally published in the Customer Strategist Journal. The customer experience (CX) landscape is constantly evolving with changing technologies, customer behaviors, challenges, and opportunities. Read the issue here. Thats always been the case but as we head into 2025, things feel different.

2025 52

2025 Contact Center Customer Experience Insights 52

InMoment XI

JANUARY 16, 2024

Specifically, the world’s leading brands have begun using contact center AI to create a more efficient and effective customer service experience. By integrating these advanced technologies, these companies aim to streamline customer interaction, automate routine tasks, and optimize their overall operations.

Contact Center 195

Contact Center Virtual Agent E Commerce E-support 195

TechSee

JANUARY 25, 2023

Below is a partial list of field service influencers who challenge the industry to up its game by innovating through technology or process improvements to improve service delivery. Mark produced and led global customer experience programs leveraging NPS and a closed-loop process improvement at multiple companies.

2023 41

2023 Management Automotive Leadership 41

CSM Magazine

FEBRUARY 6, 2025

What to Look for in a Customer Service-Focused MBA Before choosing an MBA, its useful to identify key elements within a program that align with your goals. Networking Opportunities: Programs featuring connections with alumni in industries known for customer service (like retail, hospitality, or healthcare) can provide career advantages.

Customer Centricity 52

Customer Centricity Leadership Hospitality Healthcare 52

Customer Bliss

SEPTEMBER 14, 2016

Whether the experience is positive or negative, any interaction with a customer is important. Many companies depend on customer experience metrics to determine ways of increasing customer engagement and satisfaction. What Tool Should I Use to Measure Customer Experience Metrics?

Metrics 157

Metrics Customer Experience Contact Center Travel 157

Integrity Solutions

MARCH 11, 2025

A manager can review sales and pipeline activity with them and recommend ways to increase sales, but since the conversation is tied to a number, not the person, it won’t uncover what’s really going on. It’s true that these technologies have been transformative.

Sales 52

Sales Metrics Technology Customer Relationships 52

SurveySensum

APRIL 16, 2025

A Customer Relationship Management (CRM) survey is a targeted method of collecting customer feedback from the contacts stored in your CRM system. CRM surveys use existing customer data for personalized, context-driven questions. Lets get started. What is a CRM Survey? This is how CRM surveys can help save the day.

Feedback 52

Feedback Demo Touchpoint NPS 52

Thematic

DECEMBER 15, 2024

And finally, we’ll cover what you should be doing with your insights afterwards to get the most out of sentiment analysis! The Importance of Sentiment Analysis in Contact Centers Contact center sentiment analysis is a powerful tool for unlocking your customers’ true feelings. Key Benefits of Sentiment Analysis: 1.

Contact Center 62

Contact Center Net Promoter Score Social Media Average Handle Time 62

InMoment XI

JULY 12, 2023

The employee experience is an important part of your customer experience strategy that cannot be overlooked! Leveraging Technology for Enhanced Experiences Just like every other part of your business, technology can significantly enhance the customer experience, too.

Customer Experience 195

Customer Experience Social Media Touchpoint Net Promoter Score 195

CSM Magazine

FEBRUARY 5, 2025

Feedback kiosks are physical devices placed within your store that allow customers to share their opinions instantly. When used effectively, they can provide actionable insights, improve customer satisfaction, and drive continuous business growth. Respond to issues quickly for better customer service.

Feedback 52

Feedback Customer Relationship Management Insights Loyalty 52

BirdEye

MARCH 3, 2025

Insights into customer behavior Tracking customer interactions across multiple channels gives businesses valuable insights into customer behavior. Use this customer data to identify pain points and optimize their journey. This requires strong leadership, teamwork, change management, and the right technology.

Omnichannel 52

Omnichannel Marketing 2025 Multi-Channel 52