eglobalis
OCTOBER 21, 2024
Should they engage with every post or focus on resolving issues privately? Challenges of Engaging with Every Negative Post While addressing every complaint may seem like the ideal customer-centric approach, it comes with significant challenges. Best practices often emphasize transparency and honesty in customer interactions.
eglobalis
MARCH 18, 2025
Challenges: Developing AI capable of authentic emotional engagement remains a significant hurdle, as it requires understanding complex human emotions and responding appropriately. High-Value Client Engagement Premium customers or clients involved in high-stakes transactions expect personalized attention.
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eglobalis
NOVEMBER 3, 2024
Originally posted at [link] Introduction In the realm of business-to-business (B2B) interactions, customer experience (CX) is often approached through standardized frameworks and prescriptive methodologies, frequently rooted in models from major industry analysts like Gartner, Forrester, and others.
eglobalis
NOVEMBER 12, 2024
But imagine transforming each client engagement into an indispensable experience that not only meets but anticipates and exceeds client expectations. Develop a Deep Understanding of Client Needs Moving beyond surface-level engagement requires a nuanced understanding of the client’s industry, market pressures, and specific pain points.
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
Couple that with a potentially volatile economy and it's clear that organizations must invest in innovative approaches if they want employees who are engaged and informed enough to significantly improve the customer experience and eliminate the high costs associated with agent attrition.
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.
eglobalis
NOVEMBER 26, 2024
In the high-stakes world of Business-to-Business (B2B) interactions, where relationships are complex and operational impact is significant, failing to operationalize empathy is not just a missed opportunity; it’s a liability. Develop Localized Playbooks: Create region-specific guidelines for client interactions.
Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC
The only sustainable way to get these human experiences is with employee engagement. Employee engagement requires great leadership. What are ways leaders engage with team members so the team members better engage with your customers and prospective customers?
Speaker: Laura Sikorski, Contact Center Consultant
Your Contact Center today is truly an Interactive Engagement Center and the most customer-focused area in your organization. Your agents need to be autonomous, insightful, empathetic, engaging, and be available on any channel assigned, at any time and be able to simultaneously respond to your customers’ queries.
Speaker: Brian Morin, Helena Chen, and David Parsons from SmartAction
Today’s AI assistants are nothing like first-generation voicebots and chatbots that left most users frustrated and unwilling to interact with any kind of bot again. Let’s put AI assistants to the test by engaging them in a live conversation and see how they perform under different use cases.
Speaker: Jim Rembach, Editor in Chief, CX Global Media
With turnover increasing and employee engagement plummeting, focusing on this touchpoint is vital for employees to interact with customers in a more efficient and emotionally intelligent way.
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This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019. A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era.
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Not only does a better CX improve customer satisfaction, increase retention, and create more engagement, it also drives key business results, including lower operational costs and higher profits. As digital channels dominate customer interactions, experiences are critical to get right.
Speaker: Gary Davis, SmartAction CEO
You’ll learn: The internal stakeholders you need to involve and engage to make your conversational AI project a successful one. How automating a customer service call isn’t as simple as using a script from a human interaction. What happens after go-live, and how to monitor, fine-tune, and train your virtual agent.
Speaker: Curtis Bingham, CEO, Chief Customer Officer Council
If every customer interaction is pure friction, bureaucracy, process, or wasted time, there can never be real loyalty. Ways in which you can identify the critical drivers of "Ease of Doing Business"—and how to engage employees to solve problems. How you can measure "Ease of Doing Business" & customer effort.
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