eglobalis
DECEMBER 11, 2024
Testing turns insights into action. Drawing insights from reliable sources, including past articles on eGlobalis.com, this article delves into the benefits of experimentation for CX programs , covering multiple areas such as omnichannel services, technology, cultural adaptation and design. Personalization thrives on experimentation.
InMoment XI
OCTOBER 17, 2024
Here is why asking the right feedback questions is crucial for your business: They provide relevant and targeted insights. High-quality questions with a clear purpose behind them can capture actionable insights from customers. What are they hoping to accomplish by interacting with your business?
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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
Invest in Team Training Focused on Client Engagement Technical skills can only go so far; true client satisfaction often hinges on the quality of interactions with the team. Foster Cross-Functional Collaboration Effective CX requires an organization-wide effort, with insights flowing freely between departments.
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels.
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.
eglobalis
OCTOBER 30, 2024
AI-driven insights into employee sentiment foster well-being, directly boosting customer satisfaction through improved service. A satisfied and engaged workforce translates to better customer interactions, as happy employees are more likely to provide excellent customer service and foster positive customer relationships.
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As digital channels dominate customer interactions, experiences are critical to get right. Learn where you fit today among three stages from “diagnostic” to “strategic listening and closing the loop” to “strategic insights,” and how to rapidly increase conversions, customer satisfaction, and brand perception with the right tactics and tools.
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A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
NPS and C-SAT become the keys to the realm, but offer no true insights. 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. So how do you reach a place where VoC actually provides clarity? Are you excited to actually start making sense of customer analytics?
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Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business. This shift requires a reevaluation of how businesses prioritize their contact center operations.
Advertiser: ZoomInfo
Incorporating generative AI (gen AI) into your sales process can speed up your wins through improved efficiency, personalized customer interactions, and better informed decision- making. This frees up valuable time for sellers to focus more on building relationships and closing deals.
Speaker: Tiffany Anderson, Director CX Process/Initiatives, Purchasing Power & Brian Morin, CMO, SmartAction
Join this interactive session with Purchasing Power's Tiffany Anderson, and get into the nitty-gritty of how they lowered costs by 20% and increased NPS by 13% - all by automating 25% of their call volume. Insights from a contact center leader who’s done it with proven success.
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: Gary Davis, SmartAction CEO
Join us for this webinar as Gary Davis, SmartAction CEO, shares insights and best practices for implementing AI virtual agents in the contact center. 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.
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