Why Community is at the CENTER of the Customer JourneyLeader Networks
This document discusses how online communities can support customers throughout their journey, from awareness of a company or product, to evaluation of options, making a first purchase, and ongoing retention. It provides examples of how communities help advance phases of the customer journey, such as providing information to customers in the awareness phase or answering questions in evaluation. The document also discusses the role of communities in educating new customers after purchase and helping companies retain existing customers.
Demonstrating the benefits of a Customer Experience strategy & the ROI of cus...Darren Choo SlideShare
This document discusses how StarHub, a telecommunications company in Singapore, demonstrated the benefits of adopting a customer-centric strategy through their social customer relationship management (SCRM) initiatives. It provides examples of how StarHub used social listening, community engagement, idea crowdsourcing, and customer advocacy to improve customer loyalty, reduce costs, and increase brand perception. Metrics are presented showing the return on investment achieved through these SCRM programs in areas like call volume reduction and self-service adoption.
Digital Summit Phoenix 2016 - Digital Agency BloopersGoDaddy
The document discusses lessons learned from building client relationships in digital marketing. It provides tips for agencies to improve relationships with clients, including knowing the audience at the client, sharing plans for input, going beyond just data to talk to real customers, and speaking up when what the client asks for may not deliver value. The document advocates learning from mistakes to fail fast and fail less in order to strengthen client relationships and retention.
The document summarizes a case study where a luxury retail company needed to upgrade its contact center software before the busy holiday season. The company's existing workforce optimization (WFO) vendor was unable to complete the upgrade on time. Dimension Data, the systems integrator working with the retail company, recommended Calabrio as an alternative. Senior Calabrio executives then met with the retail company and Dimension Data to assure them Calabrio could complete the WFO implementation within the tight deadline, avoiding potential problems during the crucial holiday period. Calabrio was able to deploy the new WFO system across 329 agents within 28 days, meeting the retailer's requirements before the start of the holiday season.
This document discusses how a customer-conscious C-Suite can catalyze company growth. It profiles the perspectives of different C-Suite roles such as the VP of Customer Success, CMO, CIO, CTO, and CEO. Each role is described in terms of how prioritizing customers can impact key metrics like churn rate, content marketing performance, user experience, and overall profitability. The document advocates that customer-conscious leadership should be woven into a company's culture and encourages readers to download a report on building a customer-focused C-Suite.
CX Summit 2020 Keynote: Drive CX to the top of your organisations agenda with...Catherine Hills
How can I make thishappen in my org?
Information covered:
* COVID and e-commerce case study - is e-commerce saving lives?
* Product development, service delivery and go to market
* Customer services and support
* Technology delivery and enablement
* Employee experience and org culture
* Ethics and governance
* Inclusion and diversity
This document discusses strategies for coping with trends and disruptions in social media and social business. It notes that social strategists are now focused on integrating social across departments rather than just scaling social tools. Four key trends require cross-functional involvement: integrating social and digital, using social data insights, developing employee advocacy programs, and empowering sales teams. However, collaboration varies between functions. The document provides several coping strategies, such as auditing customer experience gaps, forming cross-functional teams, and educating leaders. It also presents case studies of companies that have successfully implemented strategies like employee advocacy and social media integration.
Why Community is at the CENTER of the Customer JourneyLeader Networks
This document discusses how online communities can support customers throughout their journey, from awareness of a company or product, to evaluation of options, making a first purchase, and ongoing retention. It provides examples of how communities help advance phases of the customer journey, such as providing information to customers in the awareness phase or answering questions in evaluation. The document also discusses the role of communities in educating new customers after purchase and helping companies retain existing customers.
Demonstrating the benefits of a Customer Experience strategy & the ROI of cus...Darren Choo SlideShare
This document discusses how StarHub, a telecommunications company in Singapore, demonstrated the benefits of adopting a customer-centric strategy through their social customer relationship management (SCRM) initiatives. It provides examples of how StarHub used social listening, community engagement, idea crowdsourcing, and customer advocacy to improve customer loyalty, reduce costs, and increase brand perception. Metrics are presented showing the return on investment achieved through these SCRM programs in areas like call volume reduction and self-service adoption.
Digital Summit Phoenix 2016 - Digital Agency BloopersGoDaddy
The document discusses lessons learned from building client relationships in digital marketing. It provides tips for agencies to improve relationships with clients, including knowing the audience at the client, sharing plans for input, going beyond just data to talk to real customers, and speaking up when what the client asks for may not deliver value. The document advocates learning from mistakes to fail fast and fail less in order to strengthen client relationships and retention.
The document summarizes a case study where a luxury retail company needed to upgrade its contact center software before the busy holiday season. The company's existing workforce optimization (WFO) vendor was unable to complete the upgrade on time. Dimension Data, the systems integrator working with the retail company, recommended Calabrio as an alternative. Senior Calabrio executives then met with the retail company and Dimension Data to assure them Calabrio could complete the WFO implementation within the tight deadline, avoiding potential problems during the crucial holiday period. Calabrio was able to deploy the new WFO system across 329 agents within 28 days, meeting the retailer's requirements before the start of the holiday season.
This document discusses how a customer-conscious C-Suite can catalyze company growth. It profiles the perspectives of different C-Suite roles such as the VP of Customer Success, CMO, CIO, CTO, and CEO. Each role is described in terms of how prioritizing customers can impact key metrics like churn rate, content marketing performance, user experience, and overall profitability. The document advocates that customer-conscious leadership should be woven into a company's culture and encourages readers to download a report on building a customer-focused C-Suite.
CX Summit 2020 Keynote: Drive CX to the top of your organisations agenda with...Catherine Hills
How can I make thishappen in my org?
Information covered:
* COVID and e-commerce case study - is e-commerce saving lives?
* Product development, service delivery and go to market
* Customer services and support
* Technology delivery and enablement
* Employee experience and org culture
* Ethics and governance
* Inclusion and diversity
This document discusses strategies for coping with trends and disruptions in social media and social business. It notes that social strategists are now focused on integrating social across departments rather than just scaling social tools. Four key trends require cross-functional involvement: integrating social and digital, using social data insights, developing employee advocacy programs, and empowering sales teams. However, collaboration varies between functions. The document provides several coping strategies, such as auditing customer experience gaps, forming cross-functional teams, and educating leaders. It also presents case studies of companies that have successfully implemented strategies like employee advocacy and social media integration.
This document discusses big data analytics trends across various industries. It begins with an overview of key trends driving big data analytics in industries like financial services, travel/hospitality/retail, life sciences, healthcare, communications/media/entertainment, manufacturing, and hi-tech. Specific examples are provided of how big data is used in areas like fraud detection, customer churn analysis, planogram compliance, intelligent item search, predictive sciences, energy management, and telecommunications. Challenges and opportunities of big data analytics are also addressed.
https://www.talkdesk.com/resources/webinars/
Ring in the new year with great customer service!
In this slideshow you will find:
- The top 10 customer service trends according to industry leaders.
- Research and data to support these trends.
- Actionable tips of how you can stay on top of the competition.
Cracking the Code on Insurance Company Customer LoyaltyCalabrio
It’s no longer simply about answering phones. As today’s insurance companies increasingly move toward direct-to-consumer distribution models, smart contact center leaders know the immense value they provide to their organization.
But how can they continually prove the contact center’s value to their company? And how can they use key voice of the customer data to unlock critical insights? More importantly, how can they use these insights to drive business success?
This SlideShare is a must-read for any insurance company focused on solving challenges facing insurers, improving the customer experience and making the contact center count.
My presentation from Oi15 in Cardiff.
• How to build relationships faster.
• Why you can't purchase loyalty.
• the biggest challenges for a marketer in 2015 and how to deal with them.
Happy to provide more info / context if you tweet me @JeremyWaite
How Best-in-Class Contact Centers Satisfy Demanding CustomersKnowlagent
Omer Minkara, Research Analyst at the Aberdeen Group, discusses how your contact center can improve productivity and give customers the service they want and deserve.
The survey found that:
1) The biggest challenges facing the media industry are the relevance of current metrics, business profitability, pressure on fees, and digital disruption.
2) Respondents believe that measurement techniques are becoming less reliable and that most client/agency contracts are built on irrelevant metrics.
3) There is a need for the industry to move beyond legacy business models and metrics and develop new skills and ways of working focused on outcomes rather than inputs to drive innovation.
4 proven ways to optimize the customer journeygroupfio1
Hearing a lot about optimizing your customer journey but not sure how to make that happen? Here's a tip: it starts and ends with data, and it's not how much data you have, but how you use it.
Our latest blog gives you some solid tips to start you on the right road to boosting your journey. Find out more here: https://www.groupfio.com/4-proven-ways-to-optimize-the-customer-journey/
Case Study: Transforming a Business Through Individual Customer AttentionPeppers & Rogers Group
The document summarizes a case study of a financial services company that underwent an organization-wide transformation to focus on individual customers. As a first step, the company hired Peppers & Rogers Group to identify different customer groups and develop value propositions for each. Peppers conducted quantitative and qualitative research, including customer surveys, interviews, and data analysis to understand customers. They identified customer segments and created profiles for each, along with sales and service models. Based on Peppers' recommendations, the company is now implementing a new approach to uniquely identify and treat individual customers.
Becoming a Psychic Brand: Moving from Concept to Reality to Grow ValuePeppers & Rogers Group
A psychic brand is one that goes beyond simply understanding customer insight and customizing interactions based on that insight. It means sensing and acting on all of the physical and digital signals customers send out – before customers even realize what they need. In the presentation, "Becoming a Psychic Brand: Moving from Concept to Reality to Grow Value," Elizabeth Glagowski, Customer Strategist Journal Editor-in-Chief, and Ron Wince, Peppers & Rogers Group President and General Manager, explore the findings of TeleTech’s Psychic Brands study. Learn:
- Why it’s important to be a psychic brand, and the financial and customer benefits that can be achieved
- Details of the TeleTech Psychic Brands study and the gaps that exist between customer and brand perception
- Which strategies, capabilities, and resources will bridge the gap between wanting to be psychic and actually being psychic – and the roadmap to get there
The big story behind your big data: Six Practices for Making an Impact with T...Joachim B. Lyon
Text analytics is a powerful technology for drawing out compelling stories and deep insights from millions of customer comments. This study of strategic practices in 12 innovative companies show how customer experience (CX) professionals are using text analytics to change the way they work -- leveraging the customer’s voice to drive innovation and change, and becoming strategic business partners within their organizations.
Make sure you are getting the right return on your marketing technology investments. Having the right partner in place to manage that infrastructure and provide the always on support that you need to provide a top notch customer experience.
Why the coo should lead social media customer serviceRafael . Vieira
1) Social media offers companies an opportunity to redefine customer service by lowering costs and improving customer satisfaction and brand recommendation. However, many companies are not properly assigning ownership of their social customer care efforts.
2) While marketing often pioneers social media use, it may lack the resources and expertise for customer service issues. Operations functions are better equipped to handle high volumes of service requests across multiple channels, including social media.
3) A case study of a financial services company found that assigning social media customer care to the COO's operations team while collaborating with marketing improved service and saved money by diverting calls. Training agents and starting with a separate software tool also helped launch social media service successfully.
Roadmap to omnichannel customer excellenceEnrico Pruis
This is the age of the customer. How can we change our organisations in such a way that we can adapt to the omnichannel behaviour of generation Y. Tieto helps you to bridge the gap between McKinsey's integrated retail theory and a real transformation to all levels of your organisation. The consumer of today is omnichannel. We can help you becoming omnichannel customer excellent.
Maximize How You Individualize: because the Journey and Outcome Matter Nicholas Kontopoulos
According to research from the Corporate Executive Board, 57% of the buying process is being completed before the first interaction with a sales person.
In recent years, a fundamental sea change has been occurring between buyers and sellers, with the former now ceasing control of the buying process. This paradigm shift has been digitally powered with todays buyers only one touch away from connecting with content or peers that can help guide them on their purchasing journey.
This presentation will explore the challenges that not only lay ahead for todays marketers, but also explore some of the ways in which innovative brands are adapting to this 'New Reality’.
Adapting Your Pipeline to Marketing’s New DynamicsScott Salkin
Scott Salkin, President of BMA Phoenix and Founder/CEO of a B2B marketing firm, as he shares data and insight behind dramatic shifts taking place in the IT sales cycle as customers are literally becoming the ‘hunter’ and sales organizations the ‘hunted.' Learn how to react to this revolution in the sales cycle, as opportunities are still abundant, and how Avnet can continue to help you drive demand in this ever changing marketplace.
2014 Gartner and 1to1 Media CRM Excellence Awards Booklet1to1 Media
The document discusses various companies that have implemented successful customer analytics strategies to improve customer loyalty and business results. It describes how DIRECTV PanAmericana developed a single customer view approach to identify customers at risk of churning and better target them. It also discusses how Hilton Worldwide uses a customer loyalty score metric and problem resolution framework to improve the customer experience and increase loyalty scores by an average of 5.1 points across its brands between 2007-2012.
Thunderhead argues that businesses should shift their focus from managing the customer journey to understanding the customer-managed journey. A customer's journey consists of interactions they choose across multiple channels and cannot be controlled by a business. However, businesses can gain insight into the actual customer journey by comparing it to journey maps and using data from real interactions to analyze customer behavior and take real-time action. This allows businesses to improve the customer experience at each stage of their personal journey.
Three Ways Benchmarking Data Can Save the Day for Publishers (Infographic)PubMatic
Only 25% of media analytics professionals are satisfied with their benchmarking solutions. PubMatic Analytics allows publishers to benchmark their programmatic inventory against competitive peers to compare performance and identify new advertiser relationships. PubMatic's benchmarking insights let publishers understand the value of their inventory, track relative performance across platforms and devices, and take action to address challenges like declining eCPM rates or underperforming mobile app inventory.
Brian Jacobs (Founder and General Partner, Emergence Capital Partners) - Fund...Sales Hacker
The document is about Emergence Capital Partners, a leading early stage venture capital firm focused on software-as-a-service and cloud-based technology companies. It discusses Emergence's investment focus and track record of building market leaders, including early investments in Salesforce.com, SuccessFactors, Yammer, and EchoSign. The document also provides an overview of Emergence's investment team and stages of company growth.
Content Marketing for Healthcare [WEBINAR]Geonetric
The key to a successful content marketing strategy? Stop talking about your organization and start talking about what your audience wants to hear. Content marketing is about creating valuable material that builds your brand in the marketplace. Learn how to develop a content marketing program. We’ll discuss the basics of content marketing, showcase healthcare examples, and highlight how to use it to develop real relationships with your audience.
In this webinar, you’ll learn how to:
Establish a content marketing program
Use content marketing in a healthcare environment to build service line volume
Create content that is truly valuable and gets shared
Go beyond social media as a content marketing strategy
Watch the webinar with audio: http://www.geonetric.com/resources/webinars/2013/content-marketing/
This document discusses big data analytics trends across various industries. It begins with an overview of key trends driving big data analytics in industries like financial services, travel/hospitality/retail, life sciences, healthcare, communications/media/entertainment, manufacturing, and hi-tech. Specific examples are provided of how big data is used in areas like fraud detection, customer churn analysis, planogram compliance, intelligent item search, predictive sciences, energy management, and telecommunications. Challenges and opportunities of big data analytics are also addressed.
https://www.talkdesk.com/resources/webinars/
Ring in the new year with great customer service!
In this slideshow you will find:
- The top 10 customer service trends according to industry leaders.
- Research and data to support these trends.
- Actionable tips of how you can stay on top of the competition.
Cracking the Code on Insurance Company Customer LoyaltyCalabrio
It’s no longer simply about answering phones. As today’s insurance companies increasingly move toward direct-to-consumer distribution models, smart contact center leaders know the immense value they provide to their organization.
But how can they continually prove the contact center’s value to their company? And how can they use key voice of the customer data to unlock critical insights? More importantly, how can they use these insights to drive business success?
This SlideShare is a must-read for any insurance company focused on solving challenges facing insurers, improving the customer experience and making the contact center count.
My presentation from Oi15 in Cardiff.
• How to build relationships faster.
• Why you can't purchase loyalty.
• the biggest challenges for a marketer in 2015 and how to deal with them.
Happy to provide more info / context if you tweet me @JeremyWaite
How Best-in-Class Contact Centers Satisfy Demanding CustomersKnowlagent
Omer Minkara, Research Analyst at the Aberdeen Group, discusses how your contact center can improve productivity and give customers the service they want and deserve.
The survey found that:
1) The biggest challenges facing the media industry are the relevance of current metrics, business profitability, pressure on fees, and digital disruption.
2) Respondents believe that measurement techniques are becoming less reliable and that most client/agency contracts are built on irrelevant metrics.
3) There is a need for the industry to move beyond legacy business models and metrics and develop new skills and ways of working focused on outcomes rather than inputs to drive innovation.
4 proven ways to optimize the customer journeygroupfio1
Hearing a lot about optimizing your customer journey but not sure how to make that happen? Here's a tip: it starts and ends with data, and it's not how much data you have, but how you use it.
Our latest blog gives you some solid tips to start you on the right road to boosting your journey. Find out more here: https://www.groupfio.com/4-proven-ways-to-optimize-the-customer-journey/
Case Study: Transforming a Business Through Individual Customer AttentionPeppers & Rogers Group
The document summarizes a case study of a financial services company that underwent an organization-wide transformation to focus on individual customers. As a first step, the company hired Peppers & Rogers Group to identify different customer groups and develop value propositions for each. Peppers conducted quantitative and qualitative research, including customer surveys, interviews, and data analysis to understand customers. They identified customer segments and created profiles for each, along with sales and service models. Based on Peppers' recommendations, the company is now implementing a new approach to uniquely identify and treat individual customers.
Becoming a Psychic Brand: Moving from Concept to Reality to Grow ValuePeppers & Rogers Group
A psychic brand is one that goes beyond simply understanding customer insight and customizing interactions based on that insight. It means sensing and acting on all of the physical and digital signals customers send out – before customers even realize what they need. In the presentation, "Becoming a Psychic Brand: Moving from Concept to Reality to Grow Value," Elizabeth Glagowski, Customer Strategist Journal Editor-in-Chief, and Ron Wince, Peppers & Rogers Group President and General Manager, explore the findings of TeleTech’s Psychic Brands study. Learn:
- Why it’s important to be a psychic brand, and the financial and customer benefits that can be achieved
- Details of the TeleTech Psychic Brands study and the gaps that exist between customer and brand perception
- Which strategies, capabilities, and resources will bridge the gap between wanting to be psychic and actually being psychic – and the roadmap to get there
The big story behind your big data: Six Practices for Making an Impact with T...Joachim B. Lyon
Text analytics is a powerful technology for drawing out compelling stories and deep insights from millions of customer comments. This study of strategic practices in 12 innovative companies show how customer experience (CX) professionals are using text analytics to change the way they work -- leveraging the customer’s voice to drive innovation and change, and becoming strategic business partners within their organizations.
Make sure you are getting the right return on your marketing technology investments. Having the right partner in place to manage that infrastructure and provide the always on support that you need to provide a top notch customer experience.
Why the coo should lead social media customer serviceRafael . Vieira
1) Social media offers companies an opportunity to redefine customer service by lowering costs and improving customer satisfaction and brand recommendation. However, many companies are not properly assigning ownership of their social customer care efforts.
2) While marketing often pioneers social media use, it may lack the resources and expertise for customer service issues. Operations functions are better equipped to handle high volumes of service requests across multiple channels, including social media.
3) A case study of a financial services company found that assigning social media customer care to the COO's operations team while collaborating with marketing improved service and saved money by diverting calls. Training agents and starting with a separate software tool also helped launch social media service successfully.
Roadmap to omnichannel customer excellenceEnrico Pruis
This is the age of the customer. How can we change our organisations in such a way that we can adapt to the omnichannel behaviour of generation Y. Tieto helps you to bridge the gap between McKinsey's integrated retail theory and a real transformation to all levels of your organisation. The consumer of today is omnichannel. We can help you becoming omnichannel customer excellent.
Maximize How You Individualize: because the Journey and Outcome Matter Nicholas Kontopoulos
According to research from the Corporate Executive Board, 57% of the buying process is being completed before the first interaction with a sales person.
In recent years, a fundamental sea change has been occurring between buyers and sellers, with the former now ceasing control of the buying process. This paradigm shift has been digitally powered with todays buyers only one touch away from connecting with content or peers that can help guide them on their purchasing journey.
This presentation will explore the challenges that not only lay ahead for todays marketers, but also explore some of the ways in which innovative brands are adapting to this 'New Reality’.
Adapting Your Pipeline to Marketing’s New DynamicsScott Salkin
Scott Salkin, President of BMA Phoenix and Founder/CEO of a B2B marketing firm, as he shares data and insight behind dramatic shifts taking place in the IT sales cycle as customers are literally becoming the ‘hunter’ and sales organizations the ‘hunted.' Learn how to react to this revolution in the sales cycle, as opportunities are still abundant, and how Avnet can continue to help you drive demand in this ever changing marketplace.
2014 Gartner and 1to1 Media CRM Excellence Awards Booklet1to1 Media
The document discusses various companies that have implemented successful customer analytics strategies to improve customer loyalty and business results. It describes how DIRECTV PanAmericana developed a single customer view approach to identify customers at risk of churning and better target them. It also discusses how Hilton Worldwide uses a customer loyalty score metric and problem resolution framework to improve the customer experience and increase loyalty scores by an average of 5.1 points across its brands between 2007-2012.
Thunderhead argues that businesses should shift their focus from managing the customer journey to understanding the customer-managed journey. A customer's journey consists of interactions they choose across multiple channels and cannot be controlled by a business. However, businesses can gain insight into the actual customer journey by comparing it to journey maps and using data from real interactions to analyze customer behavior and take real-time action. This allows businesses to improve the customer experience at each stage of their personal journey.
Three Ways Benchmarking Data Can Save the Day for Publishers (Infographic)PubMatic
Only 25% of media analytics professionals are satisfied with their benchmarking solutions. PubMatic Analytics allows publishers to benchmark their programmatic inventory against competitive peers to compare performance and identify new advertiser relationships. PubMatic's benchmarking insights let publishers understand the value of their inventory, track relative performance across platforms and devices, and take action to address challenges like declining eCPM rates or underperforming mobile app inventory.
Brian Jacobs (Founder and General Partner, Emergence Capital Partners) - Fund...Sales Hacker
The document is about Emergence Capital Partners, a leading early stage venture capital firm focused on software-as-a-service and cloud-based technology companies. It discusses Emergence's investment focus and track record of building market leaders, including early investments in Salesforce.com, SuccessFactors, Yammer, and EchoSign. The document also provides an overview of Emergence's investment team and stages of company growth.
Content Marketing for Healthcare [WEBINAR]Geonetric
The key to a successful content marketing strategy? Stop talking about your organization and start talking about what your audience wants to hear. Content marketing is about creating valuable material that builds your brand in the marketplace. Learn how to develop a content marketing program. We’ll discuss the basics of content marketing, showcase healthcare examples, and highlight how to use it to develop real relationships with your audience.
In this webinar, you’ll learn how to:
Establish a content marketing program
Use content marketing in a healthcare environment to build service line volume
Create content that is truly valuable and gets shared
Go beyond social media as a content marketing strategy
Watch the webinar with audio: http://www.geonetric.com/resources/webinars/2013/content-marketing/
The document discusses how to future-proof one's career by focusing on the factors they can control, such as their skills, network, and reputation. It emphasizes understanding personal constraints and risk tolerance, and advises following trends that improve business results rather than short-lived fads. The document contrasts management and technical career tracks in technical communication and suggests carefully choosing between them.
How new mobile research techniques create better insightsSKIM
This document introduces new mobile research techniques developed by SKIMgroup to provide better marketing insights. It describes three modules that use swiping, trade-offs, and heat maps to gather subconscious consumer preferences and reasons for choices in an engaging, gamified format. This allows understanding what attracts and converts customers while traditional methods focus only on rational responses. Examples are given of how the techniques can be applied to areas like brand communications, line optimization, and children's research. Feedback from users found the mobile methods more interactive and interesting than standard surveys.
Knowing that shoppers are increasingly engaging with more than one channel in their decision journey, it’s thus important to understand each step and activity along the way.
During the Quirk's Event in Brooklyn on March 22, we and Mars Petcare explained how to map customer journeys to optimize touch points and influence the interaction of channel behavior.
Find out more https://goo.gl/6EvRTg
This document provides an overview of Avaya's contact center portfolio and call routing capabilities. It describes key components like Vector Directory Numbers (VDNs), call vectors, agent selection methods, and multi-site call routing. VDNs act as "soft" phone numbers to route calls based on dialed digits. Vectors provide scripted call treatment logic. Agent selection considers skills, levels, and metrics like idle time and occupancy. Advanced routing optimizes call distribution across multiple contact center locations.
9 Things For Healthcare Marketing Sucessjohnluginbill
While advertising may not work, the document outlines 9 best practices for healthcare marketing. These include spending money to make money, choosing profitable patient groups, integrating marketing efforts across a health system, targeting pre-episode patients, using an effective media mix and message, making opt-in marketing mandatory, becoming the patient distribution leader, capitalizing on co-occurring risks, and following downstream revenue. The overall goal is marketing excellence in healthcare.
Robotic process automation (RPA) uses software robots or artificial intelligence workers to automate clerical processes. RPA configures computer software or "robots" to capture and interpret existing applications, manipulate data, trigger responses, and communicate with other digital systems. It aims to use computers to manipulate existing application software like CRMs, ERPs, and help desks in the same way humans interact with those systems. RPA is an emerging form of automation that is being used in industries like banking, insurance, healthcare, and telecommunications to provide a team of "virtual workers" that can perform human tasks.
Technology is changing customer relations rapidly. You see that technology is becoming invisible, technology is creating new experiences for customers, technology is democratizing the world and technology is making customer relations more transparant than ever. These evolutions have a big impact on doing business. In this presentation, I give guidelines for your customer strategy in the day after tomorrow. How to create a future proof customer strategy? It is build on 5 pillars: mobile first, data expertise, platform thinking, boundless experiences and customer collaboration.
Creating a Customer-Driven Content Strategy | SMX West 2017Casie Gillette
Get the list of tools and the presentation overview at https://komarketing.com/smxwest2017.
A truly customer-centric content strategy must go beyond basic keyword research. You need to consider user intent, what people really want, and where people are in the customer journey. Casie Gillette's presentation from SMX 2017, breaks down how to create a content strategy geared toward your customers.
This year, the team at Activate has defined the 9 most important insights for tech and media in 2017. Key points:
*Super-serve the super-users and chase the attention unicorns
*Subscriptions will feed the world (or at least internet and media businesses)
*Learn to live with the discovery oligopoly
*The bot battles are about winning the great messaging war
*eSports is the next tech phenomenon
*You already know the new winners in Pay TV
*Video Streaming: The bundle is the future
*Audio: Smart Speakers, Gray Music
*Post-Household America: A new era of users
It's back! The annual Content Marketing Institute/Content Marketing research returns again to dissect content marketing benchmarks, budgets and trends for B2B marketers in North America.
The document discusses 8 customer experience megatrends that will impact companies over the next 3 to 5 years according to Temkin Group. It outlines each megatrend in 1-2 paragraphs describing the current situation, emerging capabilities, and key implications. The megatrends include increased use of customer insights, text analytics to understand unstructured data, improving customer service interactions, focusing on loyalty metrics, using touchscreens for online interactions, integrating social media, blending digital and physical experiences, and engaging employees to improve customer engagement.
The Future of Contact Centers Artificial IntelligenceJim Iyoob
It is not possible to have your company everywhere all the time, right? But today’s customers want it fast, they want it good and they want it their way. Your customer will leave you if it’s not their way; you can expect up to 95% of them to tell their friends, family and co-workers about their bad experience. Matt Rocco and I have put in a lot of work together to write “The Future of Contact Centers”.
Digital Transformation and the Marketing ProfessionalMatthew W. Bowers
Defining and understanding digital transformation and the marketing role. How can marketing drive transformation? what are the tasks, strategies and things that can help.
There are various companies that have helped the industry blossom and reach to the heights where it is today. Therefore in order to acknowledge some of the greatest contributors of excellence in the unified communication solution space, Insights Success has shortlisted “The 10 Most Innovative Unified Communication Solution Providers 2019.”
1. The document discusses 10 top mobile trends for 2016. It begins by explaining that the trends focus on things that will impact organizations in terms of revenue, customer satisfaction, and mobile investments. Most of the trends are evolutionary rather than revolutionary.
2. The top 10 trends are then listed and described briefly. The number one trend is putting customer experience first. Other trends include re-inventing business models for mobile, security and privacy concerns, real solutions from IoT, omni-channel experiences, accelerating innovation through partnerships, evolving development tools, changing mobile ad formats, putting data to action, and finding purpose for wearables.
3. The document concludes by encouraging the reader to review the trends and take practical
Innovative Insight Answers the Call - A Bolder Thinking Case StudyGoodData
Recognizing that their call center solution's benefits could extend way beyond operational and cost efficiencies, the Bolder Thinking team looked to give customers real-time access to analytics on call center performance, something no other provider was offering. They needed a tool that allowed them to empower the operators, supervisors, and call center managers to (1) get quick access to data, (2) to do ad hoc reporting on the fly themselves, and to (3) significantly reduce their time to insight.
Becoming Customer Centric: A Business and IT RoadmapPlus Consulting
The rapid rise of global competition, combined with the adoption of Internet-based communications and cloud processing power, has created a state of hypercompetition across most industries. The antidote? Become customer centric. Here's a brief business and IT roadmap to make it happen.
This document provides best practices and advice for contact center managers on successfully integrating self-service technology. It discusses key metrics like call deflection rates and customer satisfaction that should be measured. It also highlights potential drawbacks like poor user experience frustrating customers and causing them to avoid self-service options. Additionally, it emphasizes the importance of thorough training for contact center agents across all channels to ensure consistent customer service.
Ahmad Hassan 4-Digital Business Trends 2016Ahmad Hassan
1. Four key digital business trends are discussed: the high demand for chief digital officers, the focus on customer benefits over standards in internet of things implementations, the shift to software everywhere from devices to the cloud, and companies seeking executives with experience from other sizes of organizations.
2. The document anticipates these trends will accelerate the digital transformation of businesses, with a focus on unique customer value. Service providers who offer end-to-end solutions and device makers who partner widely will be most successful with internet of things. Software will continue to replace hardware as the major differentiator for companies. Both small and large companies will continue recruiting executives from other sizes seeking different strengths.
- Salesforce announced new products at its annual Dreamforce conference including Wave, a new analytics cloud, and mobile enabled versions of SalesCloud and ServiceCloud called SalesCloud1 and ServiceCloud1.
- Wave is intended to provide easier to use data visualization and analytics capabilities. It will integrate with Data.com and partner solutions.
- SalesCloud1 and ServiceCloud1 will provide mobile apps for sales and service teams.
- Data.com announced new features like duplicate contact prevention and expanded data partnerships. It also launched an app marketplace.
This document discusses trends that will shape the future of customer relationship management (CRM) systems by the year 2020. It argues that CRM will be transformed by collaboration, mobility, user-centric design, cloud computing, and social media integration. CRM will shift from a focus on managing contacts and reporting to helping teams collaborate, sell, and grow through more effective and interactive systems that can be accessed anywhere through mobile devices.
Internet, wireless technologies build bridge to customer engagementDawn Kehr
Discusses trends in the finance and insurance industries of using mobile and wireless technologies to invest in customer relationships and increase engagement.
The presentation aims at providing insights into the current state of Customer Services and what it is expected to be in the future. It provides analytics driven information in the world of Customer Service, while highlighting the key areas, for leaders and IT decision makers to focus on.
The Digital Customer Experience: Why the Future of the Communications Industr...Brian Solis
Brian Solis and amdocs explore the impact of connected customers on the traditional funnel and the need for designing digital customer experiences (DCX). Today’s customers don’t think in terms of channels nor do they see departments. Digital customers simply want to interact with service providers in a consistent manner — wherever, whenever, and via whatever device they’re using. Even though the customer is changing, business models and approaches aren’t keeping up. Operators are not fully equipped technologically or philosophically to personalize customer touchpoints based on behaviors.
How the Contact Center is Evolving into a Customer Information HubSocial Media Today
This document discusses how contact centers can become customer information hubs by integrating social media and leveraging customer data and knowledge across channels. It highlights some key points:
1) Contact centers are moving from static knowledge management to dynamic knowledge monitoring using social media integration and customer data analysis from multiple sources.
2) Customers now communicate with companies through multiple channels and expect a consistent experience. Contact centers must detect customer context and intentions across channels to shorten resolution times.
3) There are still challenges to achieving the right balance between customer and enterprise metrics when agents have personal experiences and social relationships that impact their work.
AI & Data Analytics: 3 Ways They Can Improve Customer Experience And EngagementQuekelsBaro
Analytics, data, and AI have the potential to enrich marketers’ understanding of their customers’ experiences in order to deliver meaningful, relevant experiences in the future.
Communications advances are touching every industry and enabling new ways of connecting people. Video is becoming more integral to daily life as people interact in richer ways. Businesses are using real-time analytics of customer conversations and social media to fine-tune customer experiences. Organizations also face decisions around public versus private clouds and whether to use managed communications services. The integration of unified communications and mobility is expected to further boost productivity.
In recent months, we have noted growing interest in customer-centricity among our clients. In parallel with delivering great digital experiences, we are having discussions on which other business activities could be enhanced and how. Moreover, many industry conferences have identified integrated UX and customer understanding as the next step in the evolution of business process design.
We therefore decided it was the perfect time to share our own thoughts by publishing our introductory ebook.
The document discusses data-driven customer engagement strategies. It notes that customers want happiness, and engagement should focus on understanding individual customers. It outlines how customer interactions have evolved from the media age to the digital and social/mobile ages. This requires new approaches like social care, collaboration with experts/fans, and using data to provide personalized, predictive experiences. Key themes discussed include integrated customer views, predictive routing/analytics, knowledge management, and using social/digital tools and gamification to incentivize behaviors and enrich customer profiles. The document poses questions about how companies are developing use cases in these areas, what problems they aim to solve, which KPIs will measure success, critical data needs, legal/security challenges,
The Digital Insurer speaks at AIA's inaugral bancassurance seminarThe Digital Insurer
The Digital Insurer was pleased to talk about how to think digital and transform face -to-face bancassurance models in Asia.
visit the-digital-insurer.com for more information on the conference.
Similar to Top Analysts Covering the Contact Center Industry (20)
The Top 10 Worst Companies You Called in 2017Daniela Puzzo
According to the 800,000 tweets analyzed, the company that customers complained about the most was Delta Airlines! See the complete list of offending companies.
Can Apple Dominate the Chat-for-Commerce Space?Daniela Puzzo
Apple is late to the game, but has unique advantages in terms of integration. Join our panel discussion to hear the experts examine Apple in the chat space.
Top 5 customer experience trends for 2016Daniela Puzzo
What trends will impact customer experience success for your business in the coming year? In this one hour webinar you’ll hear from Shai Berger, CEO of Fonolo, as he talks about the Top 5 Customer Experience Trends for 2016.
How a call center improved csat levels and abandon rates!Daniela Puzzo
In this one hour webinar you’ll learn one proven method that can change your approach to customer service and is guaranteed to improve the customer experience. You’ll hear from guest speaker Jeannie Sugaoka, Senior Vice President of Support Services, at Technology Credit Union who will talk about how her company reduced abandon rates by 37% and seized the opportunity to offer a great customer experience.
How Implementing Call-Back Technology Improved Customer LoyaltyDaniela Puzzo
Implementing call-back technology through Fonolo's software solutions improved customer loyalty at 1st USCU by reducing wait times, lowering abandonment rates, and providing a better customer experience. Specifically, Fonolo's In-Call Rescue, Web Rescue, and Mobile Rescue solutions allowed 1st USCU to replace hold times with call-backs across all channels. This resulted in fewer abandoned calls, higher member satisfaction, and increased new loans totaling over $10 million. Agents and members provided positive feedback, praising the easy-to-use and more convenient call-back options.
4 trends to watch in 2014 multi channel customer service - previewDaniela Puzzo
This document discusses 4 trends in customer service for 2014, including moving from reactive to proactive service delivery, better connecting with mobile customers, and mastering multi-channel customer service. It highlights the need to provide call-back options across channels to reduce wait times and abandonment rates. The document also promotes call-back software from Fonolo and Parature that integrates mobile apps and websites with call centers for a seamless customer experience.
How Implementing Call-Back Technology Improved Customer LoyaltyDaniela Puzzo
Your customers will never wait on hold again, regardless of where the conversation begins – web, mobile or inbound call. Learn how Fonolo can help you increase sales, lower handle times and create happier customers!
1st United Services Credit Union Selects Fonolo to Eliminate Hold Times for i...Daniela Puzzo
In 2012, 1st USCU engaged Fonolo with the goal of improving the call center experience. Fonolo’s call-back solution eliminates hold time, frustrating phone menus, and having to repeat information to agents – the three most common call center complaints. The credit union deployed Fonolo across three channels – mobile, web, and inbound calls.
Customer service teams are increasingly using social media for external communication and customer management, with 41% indicating social media use in 2012 compared to 23% in 2011. A majority of customers use social media to vent frustrations or research companies, and most choose to do business with companies that have positive customer service experiences shared online. Customers who received follow-up on social media after posting their contact center experience reported nearly 20% higher satisfaction and were 15% more likely to recommend the company.
The top 3 call center trends for 2013 are:
1) Brand perception will be increasingly impacted by the role of mobility and social media as customers use these channels to share opinions and recommendations.
2) Social media will add pressure on call centers as customers use platforms like Twitter to discuss companies and products at least once a week.
3) Cloud computing adoption in call centers will continue growing, with 18% of call center seats projected to be in the cloud by the end of 2015.
September 27, 2pm ET
The inevitable rise of the smartphone represents a tremendous opportunity for companies to improve the call center experience.
"Based on trailing average of six months' growth, 50% penetration will be reached by end of September 2012, though the trend is for accelerated adoption" - Asymco Report, ‘The US Smartphone landscape’
Now that a majority of US consumers are carrying these powerful devices in their pockets, the call center is adapting by:
• Replacing hold time with an intelligent call-back
• Enhancing the IVR with a visual interface
• Asking the right pre-call questions for faster call resolution
Consumers are welcoming these changes because they eliminate common frustrations with the call center experience. Companies are also welcoming these changes. (Well, at least the smart ones are.) Why? Because, in addition to improving the customer experience, companies are able to lower handle times and thus lower costs.
WE'LL TALK ABOUT HOW COMPANIES:
Adapted to their smartphone app and mobile site.
Integrated the smartphone into their call center.
Determined what kind of ROI to expect.
Don't miss out on this unique opportunity to learn how these companies took a leap of faith and launched their call center into the 21st century - via the smartphone.
How Call Centers are Being Reshaped by Smartphones, Social Media and Fed-Up...Daniela Puzzo
This document summarizes a webinar about how call centers are being reshaped by smartphones, social media, and consumer expectations. It discusses three main flaws with traditional call center experiences: navigating phone menus, waiting on hold, and having to repeat information to agents. It then outlines how the growth of smartphones provides an opportunity to create visual interfaces that can help fix these issues. The webinar introduces Fonolo, a cloud-based solution that allows companies to embed intelligent calling features into their websites and apps to improve customer experiences while making call centers more efficient. Case studies show how Fonolo has helped companies like Sirius Radio, Optus, and RBC reduce call times and improve customer satisfaction.
Building Production Ready Search Pipelines with Spark and MilvusZilliz
Spark is the widely used ETL tool for processing, indexing and ingesting data to serving stack for search. Milvus is the production-ready open-source vector database. In this talk we will show how to use Spark to process unstructured data to extract vector representations, and push the vectors to Milvus vector database for search serving.
Taking AI to the Next Level in Manufacturing.pdfssuserfac0301
Read Taking AI to the Next Level in Manufacturing to gain insights on AI adoption in the manufacturing industry, such as:
1. How quickly AI is being implemented in manufacturing.
2. Which barriers stand in the way of AI adoption.
3. How data quality and governance form the backbone of AI.
4. Organizational processes and structures that may inhibit effective AI adoption.
6. Ideas and approaches to help build your organization's AI strategy.
Dive into the realm of operating systems (OS) with Pravash Chandra Das, a seasoned Digital Forensic Analyst, as your guide. 🚀 This comprehensive presentation illuminates the core concepts, types, and evolution of OS, essential for understanding modern computing landscapes.
Beginning with the foundational definition, Das clarifies the pivotal role of OS as system software orchestrating hardware resources, software applications, and user interactions. Through succinct descriptions, he delineates the diverse types of OS, from single-user, single-task environments like early MS-DOS iterations, to multi-user, multi-tasking systems exemplified by modern Linux distributions.
Crucial components like the kernel and shell are dissected, highlighting their indispensable functions in resource management and user interface interaction. Das elucidates how the kernel acts as the central nervous system, orchestrating process scheduling, memory allocation, and device management. Meanwhile, the shell serves as the gateway for user commands, bridging the gap between human input and machine execution. 💻
The narrative then shifts to a captivating exploration of prominent desktop OSs, Windows, macOS, and Linux. Windows, with its globally ubiquitous presence and user-friendly interface, emerges as a cornerstone in personal computing history. macOS, lauded for its sleek design and seamless integration with Apple's ecosystem, stands as a beacon of stability and creativity. Linux, an open-source marvel, offers unparalleled flexibility and security, revolutionizing the computing landscape. 🖥️
Moving to the realm of mobile devices, Das unravels the dominance of Android and iOS. Android's open-source ethos fosters a vibrant ecosystem of customization and innovation, while iOS boasts a seamless user experience and robust security infrastructure. Meanwhile, discontinued platforms like Symbian and Palm OS evoke nostalgia for their pioneering roles in the smartphone revolution.
The journey concludes with a reflection on the ever-evolving landscape of OS, underscored by the emergence of real-time operating systems (RTOS) and the persistent quest for innovation and efficiency. As technology continues to shape our world, understanding the foundations and evolution of operating systems remains paramount. Join Pravash Chandra Das on this illuminating journey through the heart of computing. 🌟
leewayhertz.com-AI in predictive maintenance Use cases technologies benefits ...alexjohnson7307
Predictive maintenance is a proactive approach that anticipates equipment failures before they happen. At the forefront of this innovative strategy is Artificial Intelligence (AI), which brings unprecedented precision and efficiency. AI in predictive maintenance is transforming industries by reducing downtime, minimizing costs, and enhancing productivity.
Let's Integrate MuleSoft RPA, COMPOSER, APM with AWS IDP along with Slackshyamraj55
Discover the seamless integration of RPA (Robotic Process Automation), COMPOSER, and APM with AWS IDP enhanced with Slack notifications. Explore how these technologies converge to streamline workflows, optimize performance, and ensure secure access, all while leveraging the power of AWS IDP and real-time communication via Slack notifications.
Monitoring and Managing Anomaly Detection on OpenShift.pdfTosin Akinosho
Monitoring and Managing Anomaly Detection on OpenShift
Overview
Dive into the world of anomaly detection on edge devices with our comprehensive hands-on tutorial. This SlideShare presentation will guide you through the entire process, from data collection and model training to edge deployment and real-time monitoring. Perfect for those looking to implement robust anomaly detection systems on resource-constrained IoT/edge devices.
Key Topics Covered
1. Introduction to Anomaly Detection
- Understand the fundamentals of anomaly detection and its importance in identifying unusual behavior or failures in systems.
2. Understanding Edge (IoT)
- Learn about edge computing and IoT, and how they enable real-time data processing and decision-making at the source.
3. What is ArgoCD?
- Discover ArgoCD, a declarative, GitOps continuous delivery tool for Kubernetes, and its role in deploying applications on edge devices.
4. Deployment Using ArgoCD for Edge Devices
- Step-by-step guide on deploying anomaly detection models on edge devices using ArgoCD.
5. Introduction to Apache Kafka and S3
- Explore Apache Kafka for real-time data streaming and Amazon S3 for scalable storage solutions.
6. Viewing Kafka Messages in the Data Lake
- Learn how to view and analyze Kafka messages stored in a data lake for better insights.
7. What is Prometheus?
- Get to know Prometheus, an open-source monitoring and alerting toolkit, and its application in monitoring edge devices.
8. Monitoring Application Metrics with Prometheus
- Detailed instructions on setting up Prometheus to monitor the performance and health of your anomaly detection system.
9. What is Camel K?
- Introduction to Camel K, a lightweight integration framework built on Apache Camel, designed for Kubernetes.
10. Configuring Camel K Integrations for Data Pipelines
- Learn how to configure Camel K for seamless data pipeline integrations in your anomaly detection workflow.
11. What is a Jupyter Notebook?
- Overview of Jupyter Notebooks, an open-source web application for creating and sharing documents with live code, equations, visualizations, and narrative text.
12. Jupyter Notebooks with Code Examples
- Hands-on examples and code snippets in Jupyter Notebooks to help you implement and test anomaly detection models.
Trusted Execution Environment for Decentralized Process MiningLucaBarbaro3
Presentation of the paper "Trusted Execution Environment for Decentralized Process Mining" given during the CAiSE 2024 Conference in Cyprus on June 7, 2024.
Unlock the Future of Search with MongoDB Atlas_ Vector Search Unleashed.pdfMalak Abu Hammad
Discover how MongoDB Atlas and vector search technology can revolutionize your application's search capabilities. This comprehensive presentation covers:
* What is Vector Search?
* Importance and benefits of vector search
* Practical use cases across various industries
* Step-by-step implementation guide
* Live demos with code snippets
* Enhancing LLM capabilities with vector search
* Best practices and optimization strategies
Perfect for developers, AI enthusiasts, and tech leaders. Learn how to leverage MongoDB Atlas to deliver highly relevant, context-aware search results, transforming your data retrieval process. Stay ahead in tech innovation and maximize the potential of your applications.
#MongoDB #VectorSearch #AI #SemanticSearch #TechInnovation #DataScience #LLM #MachineLearning #SearchTechnology
Ivanti’s Patch Tuesday breakdown goes beyond patching your applications and brings you the intelligence and guidance needed to prioritize where to focus your attention first. Catch early analysis on our Ivanti blog, then join industry expert Chris Goettl for the Patch Tuesday Webinar Event. There we’ll do a deep dive into each of the bulletins and give guidance on the risks associated with the newly-identified vulnerabilities.
Letter and Document Automation for Bonterra Impact Management (fka Social Sol...Jeffrey Haguewood
Sidekick Solutions uses Bonterra Impact Management (fka Social Solutions Apricot) and automation solutions to integrate data for business workflows.
We believe integration and automation are essential to user experience and the promise of efficient work through technology. Automation is the critical ingredient to realizing that full vision. We develop integration products and services for Bonterra Case Management software to support the deployment of automations for a variety of use cases.
This video focuses on automated letter generation for Bonterra Impact Management using Google Workspace or Microsoft 365.
Interested in deploying letter generation automations for Bonterra Impact Management? Contact us at sales@sidekicksolutionsllc.com to discuss next steps.
Digital Marketing Trends in 2024 | Guide for Staying AheadWask
https://www.wask.co/ebooks/digital-marketing-trends-in-2024
Feeling lost in the digital marketing whirlwind of 2024? Technology is changing, consumer habits are evolving, and staying ahead of the curve feels like a never-ending pursuit. This e-book is your compass. Dive into actionable insights to handle the complexities of modern marketing. From hyper-personalization to the power of user-generated content, learn how to build long-term relationships with your audience and unlock the secrets to success in the ever-shifting digital landscape.
TrustArc Webinar - 2024 Global Privacy SurveyTrustArc
How does your privacy program stack up against your peers? What challenges are privacy teams tackling and prioritizing in 2024?
In the fifth annual Global Privacy Benchmarks Survey, we asked over 1,800 global privacy professionals and business executives to share their perspectives on the current state of privacy inside and outside of their organizations. This year’s report focused on emerging areas of importance for privacy and compliance professionals, including considerations and implications of Artificial Intelligence (AI) technologies, building brand trust, and different approaches for achieving higher privacy competence scores.
See how organizational priorities and strategic approaches to data security and privacy are evolving around the globe.
This webinar will review:
- The top 10 privacy insights from the fifth annual Global Privacy Benchmarks Survey
- The top challenges for privacy leaders, practitioners, and organizations in 2024
- Key themes to consider in developing and maintaining your privacy program
Fueling AI with Great Data with Airbyte WebinarZilliz
This talk will focus on how to collect data from a variety of sources, leveraging this data for RAG and other GenAI use cases, and finally charting your course to productionalization.
This presentation provides valuable insights into effective cost-saving techniques on AWS. Learn how to optimize your AWS resources by rightsizing, increasing elasticity, picking the right storage class, and choosing the best pricing model. Additionally, discover essential governance mechanisms to ensure continuous cost efficiency. Whether you are new to AWS or an experienced user, this presentation provides clear and practical tips to help you reduce your cloud costs and get the most out of your budget.
Introduction of Cybersecurity with OSS at Code Europe 2024Hiroshi SHIBATA
I develop the Ruby programming language, RubyGems, and Bundler, which are package managers for Ruby. Today, I will introduce how to enhance the security of your application using open-source software (OSS) examples from Ruby and RubyGems.
The first topic is CVE (Common Vulnerabilities and Exposures). I have published CVEs many times. But what exactly is a CVE? I'll provide a basic understanding of CVEs and explain how to detect and handle vulnerabilities in OSS.
Next, let's discuss package managers. Package managers play a critical role in the OSS ecosystem. I'll explain how to manage library dependencies in your application.
I'll share insights into how the Ruby and RubyGems core team works to keep our ecosystem safe. By the end of this talk, you'll have a better understanding of how to safeguard your code.
2. “Just by following the blogs and tweets from these highly regarded
contact center analysts, you’ll get tremendous insight into the latest
best practices, stats and trends!
Shai Berger
Co-Founder & CEO, Fonolo
3. Congratulations to the 16
who were selected!
1. Jon Arnold
2. Bruce Belfiore
3. Keith Dawson
4. Donna Fluss
5. Sandra Gustavsen
6. Ian Jacobs
7. Nancy Jamison
8. Irwin Lazar
9. Kate Leggett
10. Michael Maoz
11. Sheila McGee-Smith
12. Dave Michels
13. Dan Miller
14. Blair Pleasant
15. Art Schoeller
16. Paul Stockford
* Listed in alphabetical order
4. Jon Arnold
“... building a customer-centric culture is not just about the contact
center; it extends to everyone in the organization. Agents may
represent the front door of CX for contact center engagement…
Independent Industry Analyst
Focus: UC, Call Center, SIP, & VoIP
Web: www.jarnoldassociates.com
5. Bruce Belfiore
“You can only manage what you measure and you need to measure
regularly or you aren’t really managing. Many managers are
missing major insights into their operations (and foregoing major
savings) by not figuring out and following the proper metrics for
their centers.
CEO, BenchmarkPortal
Focus: Contact Center Benchmarking
Web: http://www.benchmarkportal.com/
6. Keith Dawson
“… the dark pool of customer interactions … is the tip of the
iceberg. Understanding how customers are engaging requires a
great deal more data gathering, analysis, and coordination
between service, sales, and marketing departments.
Principal Analyst, 451 Research
Focus: Customer Experience, Customer Service, Call Center
Web: 451Research.com
8. Donna Fluss
“Customer service has to start at the top, but it has to involve
ongoing conversations with customer-facing staff. Too often,
contact center executives say ‘we did this for our reps because we
know what they need,’ but in reality, they don’t.
CEO, DMG Consulting LLC
Focus: Contact Center, Back-Office, Analytics
Web: http://www.dmgconsult.com/
9. Sandra Gustavsen
“There are obvious budgetary advantages to selecting a cloud
solution – reduced capital expenses, fewer IT personnel and
predictable per-user monthly fees, to name a few. But, there are
also strategic advantages in terms of scale, consistency across a
network and the ease of adding future innovations that are
particularly appealing to organizations with multiple,
geographically-dispersed offices and remotely-located employees
such as contact center agents and supervisors.
Industry Analyst, Technology Writer
Focus: IP Phone Systems, Cloud & Unified Communications
Web: http://www.gbusinessvoip.com/
10. Ian Jacobs
“We use Web self-service, and we use voice self-service; we use
virtual agents, and we use peer-to-peer support in customer
communities. To be fair, we continue to be more satisfied with the
experience of speaking to contact center agents than we are with
self-service, yet we continue to move toward agentless
interactions.
Prinicpal Analyst, Forrester Research
Focus: Customer Experience Technologies
Web: https://www.forrester.com/Ian-Jacobs
11. Nancy Jamison
“Customers are dictating the transformation of contact centers and
companies are responding by stepping up from a multi-channel
approach to omni-channel engagement, which is vital to
seamlessly interact with customers from channel to channel
without loss of interoperability or history.
Principal Analyst, Frost & Sullivan
Focus: Contact Center, Speech Tech, & Social Media
Web: www.frost.com
12. say “just ONE unpleasant
contact center experience
is likely to make me take
my business elsewhere.”
76%
13. Irwin Lazar
“
Unified communication leaders that proactively plan for growing
use of APIs and CPaaS in 2017 will also find themselves better
positioned to support digital transformation plans. UC leaders that
proactively plan for growing use of APIs and CPaaS in 2017 will
also find themselves better positioned to support digital
transformation plans.
VP and Service Director, Nemertes Research
Focus: Unified Communications & Contact Center
Web: www.nemertes.com/analysts/irwin-lazar
14. Kate Leggett
“Customers hold the power in their relationships with businesses.
Today, it's not enough for businesses to deliver products.
Customers expect them to deliver outcomes and success. To do
this, businesses must understand who the customer is, what their
pain points are in achieving their business goals, and must help
them choose the right products to meet their goals. The
relationship does not stop there. Businesses must ensure that a
new customer is properly onboarded, and is realizing ongoing
value from their purchase.
VP, Principal Analyst, Forrester Research
Focus: Customer Service: Trends, Research, & Technology
Web: forrester.com/kate_leggett
15. Michael Maoz
““You can reinvent your mobile strategy any time, because the
applications that you had one, two, or three years ago are gone
anyway. It’s like the mobile phone… just like you threw away your
clunky Nokia, then went to the BlackBerry, then went to
your iPhone or Samsung, you can throw out mobile applications,
start over, iterate: it’s all good.”
VP and Analyst, Gartner
Focus: Cloud Apps, Social Media, & Mobility
Web: blogs.gartner.com/michael_maoz/
16. Sheila McGee-Smith
“More than ever before, customer experience is part of every
department in a business; it is no longer part of an isolated silo.
Building the bridge to marketing, IT and web applications is difficult
but absolutely required. The one tip I have for every customer
experience professional is to find the Internet of Things (IoT)
project that is happening in your business…that will impact
customer experience…and get involved with it.
President and Principal Analyst, McGee-Smith Analytics
Focus: Contact Center & Enterprise Communications
Web: www.mcgeesmith.com
18. Dave Michels
“A key value to workstream messaging is indeed unified
communications, or perhaps more precisely, unified conversations.
Messaging is newly preferred, but existing modalities are not going
away. The solutions that don’t support voice today will likely do so
in the future one way or another, so it’s worth adding telephony into
the evaluation criteria.
President, TalkingPointz
Focus: Cloud Services, SMB Voice, & Unified Communications
Web: http://www.talkingpointz.com
19. Dan Miller
“Companies that are thinking about biometrics for authentication are
well counseled to think about how they refresh their stored
information, and inform their customers periodically that they’re
using their voiceprints, just to keep everything transparent, above
board and useful.
Lead Analyst & Founder, Opus Research
Focus: Conversational Commerce & Voice Biometrics
Web: OpusResearch.net
20. Blair Pleasant
“To best serve their multi-location customers, carriers and service
providers using old IVR platforms with thousands of ports that are
coming to end of life need to move to new cloud solutions that offer
scalability, elasticity, and reliability…Architecture matters, so
whether you’re a carrier, service provider, or multi-location
business, be sure to find the best architecture to meet your needs,
and the right platform that can be used to create the best IVR
applications and call handling capabilities to result in the business
outcomes desired.
Principal Analyst, Commfusion
Focus: Call Center, Unified Communications, & Collaboration
Web: www.commfusion.com
21. Art Schoeller
“[UC deployments] fail because users can ignore you and you lose
the benefits … You have to establish and [invest] in a change-
management program.
Principal Analyst, Forrester Research
Focus: Unified Communications & Call Center Technology
Web: Forrester.com
22. Paul Stockford
“By investing in appropriate workforce enhancement solutions and
keeping a finger on the pulse of agent sentiment, contact center
executives have the opportunity to effectively address a problem
that has plagued the industry since the beginning. In 2017,
workforce issues will need to be considered equally with customer
service issues. It’s time to focus on optimizing both the agent
experience and the customer experience.
Chief Analyst, Saddletree Research
Focus: Contact Center, CRM, & Social Media
Web: www.saddletreeresearch.com
24. Replace hold-time with a call-back
on all channels.
In-Call Rescue Mobile Rescue Web Rescue
Call-Back Solutions for the Call Center
25. Fonolo Success Story
“We were able to deploy Fonolo in just
15 days…we saw an immediate
impact on our abandonment rate…
on our busiest days it was
down 33%.”
Watch the video: Read the case study: