While it’s important to focus on quick wins, companies must also ensure that they are making long-term changes in their CX transformation. They need to ensure that they are creating a customer-centric ecosystem that delivers an exceptional and sustainable customer experience
HGS recently participated in a virtual roundtable discussion entitled “Leveraging Creative Contracts to Drive CX Transformation Outcomes,” sponsored by Everest Group and hosted by SVP, Business Development Chris DeLambo
By Brad Birnbaum, CEO & Co-Founder, Kustomer Yesterday, we announced our $60M Series E funding round led by Coatue. I wanted to take a few minutes and talk about reimagining customer service and the future of Kustomer. I’ve always been passionate about great customer...
Consider other ways you can streamline the customer support experience with a bot, and leverage additional intelligent services: automatic tagging, routing, and prioritization for the agent, just to name a few. 7
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
Learn more about how Concentrix AnyPaaS provides a reliable, flexible, and always-on solution to ensure you stay connected to your customers. 1 “ The 15 Biggest Cloud O u tages Of 2022 ,” Wade Tyler Millward, CRN, December 19, 2022. Written by Zaid Abu-Rashed Senior Manager, Product Management #Digital Transformation #ManagingVendorPartners #DigitalTransformation
[ 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
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