customer-center 
CIO
APRIL 17, 2024
Innovation is essential, especially in the contact center as the tip of the spear in customer experience, but how do you activate your modernization plan? I had the opportunity to speak with Mary Daniel, VP of Customer Solutions Center for Aflac, a long-time Avaya customer, at the Gartner Symposium last fall.
CIO
JANUARY 3, 2024
Customer communication is a vital aspect of any business, especially when it comes to the contact center. The contact center is where customers interact with companies through various channels, such as phone, email, chat, or social media. and responding to customers’ moods and emotions.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
CIO
JANUARY 11, 2023
The company’s overall strategy is to “have a customer experience that’s second-to-none — from the moment they first engage with the company to plan their experience, to when they return home at the end of their travels — regardless of what Journey Beyond adventure you are booking.”
TechCrunch
DECEMBER 5, 2022
A company may have a good contact center, but ideally they are able to help customers before they need to make a call. Operative Intelligence helps contact centers figure out what customers want more quickly, improving automated inquiries and cutting down on wait times.
Speaker: Scott Stephenson, Co-Founder, CEO Deepgram
Post-call analysis and selective call auditing has brought you more information and insights on your customers, but what can you do with real-time transcriptions for all your calls? Envision what the call center of the future would look like with real-time AI solutions.
CIO
MARCH 7, 2023
By Hock Tan, Broadcom President and CEO During the 17 years I have led Broadcom, solving problems for customers and giving them the tools they need to succeed have been the most rewarding parts of my job. Once we acquire VMware, we expect to deepen our commitment to customer success by building a more dynamic IT value proposition.
Agile Alliance
SEPTEMBER 15, 2022
The post What You Need to Know About Human Centered Design and Hearing the Voice of the Customer first appeared on Agile Alliance. How massive? According to Clayton Christensen, former Harvard Business School professor, 95% of new products fail.
Advertisement
What does the contact center of the future look like? Depending on the customer base, you may have 40% of your chat, SMS, and email answered by a chatbot, 30% of voice calls answered by a virtual agent or voice bot, and only 30% actually answered by a human.
Advertiser: ZoomInfo
The evolution of every high-functioning, effective customer success strategy centers around three C’s: connected experiences, an engaging customer journey, and a culture built on customer-centricity. Develop an effective customer health scoring model to mitigate churn and identify opportunities across your customer base.
Advertiser: UserTesting
According to Forrester, organizations that have successful digital transformations and continued optimizations demonstrate a strong focus on how their overall experience meets the needs of their customers and employees. Challenging the assumption that they know their customers perfectly. Turning engagement into loyalty.
Speaker: Nickey Skarstad, Director of Product at Duolingo
An essential product truth that every product builder is taught is that regular, high quality customer feedback helps you build better products. There are many ways to center customer feedback into your processes, from goal setting on down to sprint planning. The best ways to decipher different types of feedback.
Speaker: Robin Zaragoza, Product Coach and CEO of The Product Refinery
Every product manager has heard, “Keep the customer at the heart of everything you do". But what strategy do managers use to keep the customer and their key problems at the center of the product development process? How do product managers instill this knowledge of the customer across the rest of the organization?
Expert insights. Personalized for you.
313 
Let's personalize your content