eglobalis

MARCH 4, 2025

According to Forrester, conversational AI especially with new generative AI has emerged as one of the top technologies delivering relative fast ROI, with the biggest impacts in e-commerce, sales, and customer service and experience. In practice, the most effective customer experiences blend cutting-edge AI with timely human support.

Contact Center 199

Contact Center Virtual Agent Healthcare E-support 199

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 434

Customer Experience Social Media 2024 B2B 434

eglobalis

OCTOBER 1, 2024

Similarly, IT can work closely with Operations to ensure that the necessary technological infrastructure supports both departments’ needs. Additionally, setting joint targets for departments like IT and Operations to reduce system downtime can ensure that technological and operational efficiencies are prioritized collaboratively.

2020 450

2020 Customer Journey Mapping Culture Innovation 450

Retently

NOVEMBER 13, 2024

By blending cutting-edge technology with customer needs, VFRs are solving a long-standing problem in ecommerce: How do you help shoppers feel confident in their purchase without a physical try-on? For retailers, this presents an opportunity to not only attract new customers but also keep existing ones coming back for more.

Retail 145

Retail Social Media Technology Brands 145

InMoment XI

NOVEMBER 18, 2024

This can also help you increase cross-sell and upsell opportunities by presenting items that customers are more likely to purchase. Future Trends in Customer Behavior Analysis Customer behavior analysis is evolving as new technologies and customer expectations reshape the landscape. Here are some trends to watch: 1.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

eglobalis

JULY 2, 2024

The emergence of advanced data analytics and real-time feedback mechanisms presents a transformative opportunity for organizations to transcend the constraints of NPS. Can you share examples of how your organization has leveraged AI-driven insights or other innovative technologies to enhance customer satisfaction beyond NPS?

NPS 461

NPS Feedback Net Promoter Score B2C 461

InMoment XI

JANUARY 13, 2022

To enable closed loop feedback , Chevron Federal Credit Union implemented the technology platform’s advanced text analytics capabilities. Before it’s partnership with InMoment, it took Chevron Federal Credit Union a few weeks to process survey data and present that information to front-line managers and employees.

NPS 370

NPS Metrics Feedback Presentation 370

InMoment XI

OCTOBER 23, 2024

Your bank can present itself as a reliable option by demonstrating a commitment to making their customer journey smooth and personalized. Also, consider investing in self-service technologies such as interactive teller machines (ITMs) to handle basic transactions. Leverage technology for consistency and efficiency.

Banking 195

Banking Customer Experience Financial Touchpoint 195

InMoment XI

JULY 13, 2023

By embracing a mindset of adaptability and remaining attuned to shifting customer expectations and regulatory landscapes, organisations will be best able to meet the challenges and seize the opportunities presented by the act. What Are the Biggest Changes That You Have Made Towards Identifying Risk Amongst Your Customers?

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

InMoment XI

JANUARY 9, 2024

Unlike B2C products and services, B2B offerings usually present various options for customization and personalization in order to meet the particular needs of the business customer. B2B CX continues to change as companies adapt to new technologies and expectations. Customization and personalization. Support and service.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

Customer Bliss

AUGUST 31, 2016

Over the years, the B2B (business-to-business) industry hasn’t exactly taken to adopting the latest customer engagement technology as quickly as its B2C (business to consumer) counterparts. The company was sold in 2006 to Avid Technology (Nasdaq: AVID). You can follow TeamSupport on LinkedIn , Facebook or Twitter.

Omnichannel 268

Omnichannel B2B Customer Engagement Engagement 268

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. Shep Hyken, Chief Amazement Officer at Shepard Presentations. His specialty is exploring the connection between customer service and technology.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Optimove

JUNE 22, 2023

Beacon Technology Using beacon technology – small, battery-powered devices (beacons) that communicate with nearby mobile devices through Bluetooth low energy (BLE) signals – is a relatively quick and low-investment way for brands to connect with customers in their brick-and-mortar locations. Jump in, and start planning!

Technology 98

Technology Customer Engagement Engagement Loyalty Programs 98

InMoment XI

DECEMBER 15, 2022

Watch the full presentation here! Step #3: Don’t Settle for Snapshots—Aim for Actionable Intelligence. But, if you interact with them through various social channels, you may be able to get a clearer picture of who they are, and what they want from you.

Social Media 397

Social Media 2019 Metrics Customer Journey 397

TechSee

JUNE 16, 2021

Visual Assistance is an increasingly popular technology that enables enterprises to provide remote support to end users. The greater the adoption of new technology, the more use cases can be applied and the greater the likelihood that the enterprise will see double digit improvements in their KPIs. But first, it must be adopted.

ROI 251

ROI Wireless Download Technology 251

InMoment XI

NOVEMBER 26, 2024

This often stems from poor internal communication, outdated technology, or inefficient processes. Increased Resource Allocation Customer journey maps can help you identify problems and present a strong business case for customer experience improvement.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

Communication 222

Communication Chief Customer Officer 2012 Presentation 222

CloudCherry

SEPTEMBER 1, 2019

You’ll hear Matt’s thoughts on how technology has changed the way we do Customer Service, some of the biggest blunders businesses can avoid, and what technologies he thinks are making the biggest difference with customer experience. Hint: It all comes back to K.I.S.S.ing.).

2013 244

2013 2011 2012 2010 244

ShepHyken

NOVEMBER 5, 2024

Fortunately, we now have the technology to elevate the experiences we can deliver to our customers. Technological advancements, especially in AI, present many opportunities for organizations to enhance customer service and experience. Technology should empower humans, not replace them.

Customer Service 74

Customer Service Social Media Customer Service Representative Communication 74

TechSee

FEBRUARY 16, 2023

Now with the open API, any potential integration becomes available to the more than 1000 businesses globally that have deployed TechSee’s technology. “As visual engagement and visual service move from innovation to the industry standard, TechSee’s innovations in AI present breakthrough transformational value across the enterprise.

Technology 109

Technology Customer Experience Contact Center Innovation 109

Experience Investigators by 360Connext

FEBRUARY 20, 2024

Generative AI and other cutting-edge technologies provide unprecedented avenues (and speed!) Navigating the Challenges and Opportunities of AI in VoC Programs Now with Generative AI and advanced technologies, there are more opportunities to get to know our customers faster, more personally, and ensure they feel heard.

Customer Relationship Management 270

Customer Relationship Management Feedback Customer Journey Connections 270

CX University

JANUARY 10, 2025

In the ever-evolving landscape of healthcare, technological advancements are often celebrated for improving outcomes and efficiencies. This trend complicates efforts to interpret patient feedback accurately, raising the question: is technology alone sufficient to improve patient experiences?

Healthcare 40

Healthcare Technology Hospitality 2013 40

InMoment XI

AUGUST 31, 2023

Integrated Insights : Delivering both leading innovative technology and strategic expertise to deliver ROI. NPSx℠ brings together the best of Bain’s customer-first thinking and world class technologies, packaged in a simple and accessible way, for leaders around the world.

2023 195

2023 Workshop 2024 Events 195

InMoment XI

NOVEMBER 20, 2023

As e-commerce becomes increasingly global and competitive, business leaders understand that technology can be a valuable tool in reconnecting with consumers. As we delve into the realm of AI in Customer Experience (CX), we will explore how this technology is reshaping the customer-business relationship. What is AI in CX?

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

InMoment XI

OCTOBER 24, 2024

Omnichannel communication means more than just being present on multiple platforms; it’s about integrating those platforms into one unified interface to build an omnichannel customer experience. Customer engagement platforms are built on the premise that you can interact with your customers wherever they are.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

InMoment XI

JANUARY 20, 2024

AI Presents Retailers With New Challenges AI is improving the way retailers interact with their customers. However, AI does present some unique challenges to retailers. Retailers must recognize the challenges presented by AI – and then work to address them. By and large, this is a good thing.

Retail 195

Retail Customer Experience Social Media Magazine 195

BlueOcean

JULY 20, 2023

Where once, there would have been most likely one, if not two, in-person sessions before a client and new partner inked a deal, these days, organizations are leaning more and more on virtual presentations and leaving in-person meetings until the absolute end of the process or foregoing them altogether. Natural dialogue is harder.

Contact Center 294

Contact Center Travel 2020 Culture 294

Experience Investigators by 360Connext

JANUARY 18, 2022

But what about your technology team? They often welcome conversations about aspirational customer journeys and how to better align technology goals with that. Ask leaders who are committed to the customer experience to present to the entire organization and share what they’re doing.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

CSM Magazine

OCTOBER 29, 2024

The Future of Art in Gaming Although the gaming industry can be considered well-developed, with games already being high-quality and engaging, advancements in technology offer the potential for even greater artistic achievements. They help players develop positive skills and foster creativity.

Entertainment 105

Entertainment Culture Transportation Social Media 105

TechSee

JUNE 23, 2020

Al technologies are uniquely positioned to support companies as they create MX models because they have the ability to extract insights from multiple data sources — including unstructured text, voice calls, images, and video — and put them into contexts that generates actionable insights to improve customer interactions.

Multi-Channel 207

Multi-Channel Contact Center Touchpoint Customer Centricity 207

InMoment XI

JULY 11, 2024

It uses advanced technology to transcribe and analyze audio recordings. Contact center speech analytics specifically refers to the application of speech analytics technology in a call center environment. Speech analytics combines several advanced technologies to analyze spoken language. What is Speech Analytics?

Insights 195

Insights E Commerce Contact Center E-support 195

Experience Investigators by 360Connext

JUNE 8, 2021

To look for clues for the future, it’s vital to understand their present reality. While technology gives us access, it also keeps us tethered to jobs and obligations like never before. If you don’t, then collect whatever feedback you can from inputs like social media and product reviews. Consider their real lives.

Healthcare 271

Healthcare Customer Journey Mapping Customer Journey 2013 271

InMoment XI

APRIL 23, 2024

Unlocking the Power of AI in CX At the heart of InMoment’s Smartest Actions lies the integration of AI in customer experience technologies. Each geographical area presents its unique competitive dynamics, influenced by factors such as local preferences, demographics, and economic conditions.

Social Media 195

Social Media Feedback Insights Loyalty 195

InMoment XI

APRIL 9, 2025

Resource constraints in technology and the workforce present a significant hurdle for accurate predictions. Macroeconomic factors such as GDP growth, exchange rates, and retail sales present a significant forecasting challenge. Here are six positive results of incorporating this technology for improving forecast accuracy.

Sales 195

Sales Competitive Advantage Omnichannel Social Media 195

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders need to present strong business cases for every step of their journey. There may be varying levels of involvement, but executing on Customer Experience Management means considering the people, processes, standards, technology, and tools within our organizations that lead to the experience for customers.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

CloudCherry

JUNE 13, 2019

Investing in Co-Browsing Technology. And the most interesting thing is that bank staff, and chatbots can work together in the banking industry to give the best services for the consumers and present more than 100% satisfaction for them. They can already focus on assisting customers with more complicated problems.

Banking 267

Banking Engagement Fashion Consumers 267

TechSee

OCTOBER 31, 2018

No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. Robotic Process Automation (RPA) is a form of business process automation technology based on AI. “Alexa, launch Netflix!”.

2019 100

2019 Telecommunications Average Handle Time Call Center 100