By Kyle Kennedy From October 21-22, 2019, I had the pleasure of gathering with some of the industry’s top minds during the fall meeting of the COPC Standards Committee — the governing organization responsible for the management and expansion of the COPC Customer Experience (CX) Standard
Data annotation is the human-led process of adding metadata tags to mark up certain elements of text, images, audio and video clips
Empathy and connection can be present. [ 19:15 – 20:22 ] If your job is to connect with another human and you don’t even feel that you belong in your work environment, that’s not complementary. It helps to understand how your job plays into the bigger picture. [ 22:05 – 23:42 ] An IRL experience with a policy that was quite ‘anti-customer’ where the agent empathized with the customer, reassured the customer that the leaders do care and empowered them to provide feedback
In case you haven’t heard the buzz, Concentrix was recently recognized in “The Forrester Wave™: Customer Experience Strategy Consulting Practices, Q4 2022.” This is a huge deal! It’s the first time Forrester has recognized us in a Wave report on this topic, which is one of the most...
[ 17:48 – 18:42 ] The sequence of adoption, from early to late adopters and how this shows up among CX stakeholders. [ 22:24 – 23:12 ] Alignment is a bit of a buzzword now because we all understand what it means for company culture and how valuable it is, but it’s still hard to achieve because we all have our own sets of values
[ 15:36 – 17:05 ] An in-house automotive company cx agent success story. [ 21:41 – 22:19 ] We are not just building a pipeline
So, if you don't necessarily have tag management within your website, you want to do that. Google Tag Manager and Google Analytics are usually core platforms
AI-powered Recruitment There is a great spotlight on diversity, inclusion, and equity (DE&I) practices over the last few years
Millennials and their younger counterparts, Gen Z, are also more likely than older customers to prefer when companies collect information without them having to do anything; 42% of Gen Z and 32% of Millennials noted this preference compared to Gen X (23%) and Boomers (22%). The path to better personalization Employing personalization to connect with consumers isn't just about determining who values it the most, it's also about developing the best delivery strategy
At Gladly Connect Live 2023 , Bark CTO Nari Sitaraman shared a presentation on the rapid inclusion of AI in customer experience...The Promise of AI in Ecommerce The inclusion of AI in ecommerce will be necessary to keep up with the accelerating pace of business
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