XCALLY Call Center Software - Dispositions
Discover how to use XCALLY Dispositions to optimize your contact center’s customer-driven strategy.| XCALLY
Oftentimes, your most loyal customers are the ones who have had problems in the past. On today’s episode of The Small Business Show, Shep Hyken, customer service and experience expert, New York Times and Wall Street Journal Best Selling Author, joins us to discuss the importance of recovery in customer service and how to do […]| ASBN Small Business Network
Technological evolution has radically transformed the customer service landscape, introducing mobile apps that enable agents to operate with maximum efficiency regardless of their physical location. Modern mobile platforms offer advanced features to ensure business continuity and optimal performance. The evolution of the mobile contact center: from traditional telephony to integrated apps Mobile apps for contact […] L'articolo Contact center mobile app: advanced features for agents on the g...| XCALLY
Discover how to use XCALLY Dispositions to optimize your contact center’s customer-driven strategy.| XCALLY
Reprint: R0909D As a market, women represent an opportunity bigger than China and India combined. They control $20 trillion in consumer spending, and that figure could reach $28 trillion in the next five years. Women drive the world economy, in fact. Yet most companies do a remarkably poor job of serving them, a new study by the Boston Consulting Group reveals. BCG surveyed more than 12,000 women from a variety of geographies, income levels, and walks of life about their education, finances, ...| Harvard Business Review
Brig. Gen. Troy Denomy emphasized the role of industry in developing scalable, soldier-tested technologies for today’s battlefield needs. The post Army PEO Soldier Calls on Industry for Smarter, Lighter Tech appeared first on GovCIO Media & Research.| GovCIO Media & Research
The plan offers a single entry point for users to engage with HHS datasets and targets a living, public repository to eliminate siloes. The post HHS CDO’s New Data Plan Backs ‘Open by Default’ Government appeared first on GovCIO Media & Research.| GovCIO Media & Research
The Airbnb co-founder wants to align federal digital service experiences with those expected in the commercial and private sector. The post New Federal UX Head Joe Gebbia to Tackle Government Websites appeared first on GovCIO Media & Research.| GovCIO Media & Research
Refunds aren’t just money going out. They’re truth coming in; if you ask the right question and turn silent exits into insights.| Matt Cromwell
A customer experience/voice of customer programme is essential for establishing a customer-centric culture at your company. Here's how to get it right.| Thematic
Learn how to implement an effective customer service feedback loop to boost satisfaction and loyalty.| Thematic
A digital storefront connects your customers to your business online through a structured, intuitive shopping experience. It includes both visual elements—such as product images and layout—and technical features like navigation and responsiveness. Shoppers form opinions within seconds. Therefore, a clear, fast, and organized storefront builds trust quickly and encourages them to stay long enough to […] The post What Is A Digital Storefront? How To Build One That Sells first appeared on ...| WC Vendors
The latest MIT report sparked headlines declaring that “95% of AI pilots are failing.” It raises the question many executives are asking: why AI pilots fail and how to make them succeed. But that framing misses the bigger story. The report actually points to something extraordinary: AI is spreading through enterprises faster than any technology […]| CommBox
Learn how conversational websites boost conversions and customer engagement. Learn why AI-powered websites like CommSite are the new marketing standard.| CommBox -AI Customer Engagement Platform
Oggi la capacità di analizzare e classificare efficacemente ogni interazione con i clienti rappresenta un fattore determinante per il successo di qualsiasi contact center. Le dispositions emergono come strumento strategico fondamentale per trasformare i dati delle chiamate in insights, permettendo alle aziende di adottare un approccio realmente customer-driven. Questo articolo esplora come XCALLY rivoluzioni la […] L'articolo Come migliorare la tua strategia in modo customer-driven utilizz...| XCALLY
Scopri la differenza tra automation vs augmentation nell'AI per contact center. Come XCALLY implementa l'intelligenza artificiale per migliorare la connessione umana senza sostituire gli operatori.| XCALLY
Lo studio, condotto da Longitude su 5.000 consumatori e 500 dirigenti in sette Paesi, mette in luce un divario tra le performance dichiarate dalle aziende e le esperienze reali dei clienti. Il 72% segnala progressi nelle metriche di CX e il 66% dichiara un aumento della fedeltà dei clienti L'articolo La customer experience con AI fa progressi, ma i benefici per i clienti sono limitati proviene da AI4Business.| AI4Business
Federal leaders share customer experience strategies that streamline service, modernize systems, and increase public trust across agencies.| Government Technology Insider
Two new customer service robots have been introduced at Halifax Stanfield Airport to enhance traveller experience and improve efficiency in the terminal.| World Aviation Festival - News for the aviation industry
(Enjoy reading my 1,000th blog post!) A brand refresh is not about swapping out logos, updating colors, or chasing design trends. At its core, a refresh must honor the strategic heartbeat of your business: culture, experience, and authenticity. Those truths haven’t changed since I first wrote about this in 2020, but everything around them has. […] The post How to Refresh Your Brand Without Losing Customer Trust appeared first on CX Journey™.| CX Journey™
Most leaders agree that customer experience (CX) is a growth driver. (They do, right?!) But fewer recognize that the secret to CX success doesn’t start with customers; it starts with employees. Employee experience (EX) is the hidden multiplier that turns employees, tools, and leadership support into measurable revenue, retention, and acquisition gains. Why and how is it a multiplier? Read on to find out! The post The Multiplier Effect of EX: How Internal Investments Drive Results appeared f...| CX Journey™
Culture determines how AI shows up in your customer experience - intelligent, intentional, and human, or disconnected and damaging.| CX Journey™
Content Before you can turn feedback into momentum, you need to identify the biggest VoC mistakes to avoid—the silent killers of many CX programs. Most organizations aren’t short on customer feedback; they’re drowning in it. Customer feedback floods in from surveys, chats, complaints, and clicks. But more data doesn’t mean more clarity. Collecting feedback doesn’t […] The post 3 VoC mistakes to avoid—and how to build a program that performs appeared first on Forsta.| Forsta
The use of AI has featured heavily in the news again this week. In fact, you would have had to be on a different planet to avoid the stream of thoughts and headlines. Those responsible for customer service in our organisations will be aware that it has traditionally been viewed as an important, but… The post Beyond the chatbot: The hidden potential of AI appeared first on Institute of Customer Service.| Institute of Customer Service
Our CEO Jo Causon returned once more to the red sofa at BBC Breakfast, to discuss tour latest research and call to action for Service with Respect – The Institute’s campaign to highlight and tackle the unacceptable abuse and hostility levelled at our customer-facing employees. The segment featured testimony from a rail sector worker, and… The post Watch: Jo Causon returns to BBC Breakfast to discuss Service with Respect Campaign appeared first on Institute of Customer Service.| Institute of Customer Service
Our CEO Jo Causon joined BBC Radio 4's Today Programme to discuss our Service with Respect campaign to highlight and tackle abuse of customer-facing workers.| Institute of Customer Service
Managing a remote team is no longer just an option for growing businesses. It's a day-to-day reality that calls for the right structure, tools, and habits. When done well, remote team management helps companies maintain productivity and keep employees engaged, regardless of where they work. But not every method works the same way for ... The post What Works (and What Doesn’t) in Managing a Remote Workforce appeared first on Philippine Outsourcing & BPO Call Center Services | SuperStaff.| Philippine Outsourcing & BPO Call Center Services | SuperStaff
Productivity in BPO is evolving—remote teams prove they can outperform RTO setups with flexibility, focus, and global scalability.| Philippine Outsourcing & BPO Call Center Services | SuperStaff
To provide an awesome retail customer experience, understand the customer journey. Learn to identify and map key points in the retail path to purchase.| CX by Design
A customer journey map is essential to understanding and empathizing with your customers. In this – the second of our two-part series on customer journeys – we’ll guide you through creating your own customer journey maps.| CX by Design
As CEO of eGain, I’ve spent the better part of two decades watching enterprises grapple with technology adoption challenges. But the recent MIT study from the Nanda group has crystallized something I’ve been observing in boardrooms across the Fortune 2000: while 95% of AI initiatives are failing to deliver meaningful ROI, there’s one glaring exception...| eGain
What customer service tools does your team use? In this roundup, we will look at the best software and platforms you can incorporate in your workflow!| Wing Assistant
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Escaping the Kafkaesque is a matter of institutional integrity.Leaders who design for coherence and transparency build durable trust.| New Metrics
As a solopreneur or a small business owner, you're wearing all the hats, from marketer, seller, support rep, to strategist. And in 2025, with all such experience, you can't ignore that customers come from a single channel.| POWR Blog
More than 80% of respondents in a BCG survey of 5,000 global consumers say they want and expect personalized experiences. But two-thirds have experienced personalization that is inappropriate, inaccurate, or invasive. That’s because most companies lack a clear guidepost for what great personalization should look like. Authors Mark Abraham and David C. Edelman remedy that in this article, which is adapted from Personalized: Customer Strategy in the Age of AI (Harvard Business Review Press, 2...| Harvard Business Review
A customer hits your site, has a question, and pings the chatbox. They get a response in under three seconds, it is accurate, friendly, and even cracks a subtle joke. No, it is not your support rep burning the midnight oil. It is a chatbot. | Lean Startup Life
By Jessica Hoffman, Senior Project Lead, Customer Experience & Contact Centers Artificial intelligence (AI) is no longer a futuristic concept—it’s a present-day reality reshaping industries, redefining roles, and challenging organizations to evolve. From predictive analytics and generative AI to intelligent forecasting and agent assist tools, AI is transforming how we work, interact, and make decisions. […] The post AI Won’t Replace You—But People Using AI Will first appeared on Nor...| Northridge Group
Boost customer loyalty programs with AI chatbots. Improve support efficiency and engagement using intelligent assistants today. The post Enhancing Loyalty Program Support with Intelligent Assistants appeared first on Reward the World™.| Reward the World™
Find out if your gamification efforts are actually paying off by measuring key metrics that drive engagement and productivity.| Reward the World™
The longevity of a non-profit is all about relationships. The more you can nurture relationships with your donors and volunteers, the more resources you’ll have at your fingertips to drive giving and fulfill your mission. But if you’re trying to build those relationships using an offshore team, you might find yourself facing an uphill battle. […] The post Why Non-Profits Need 100% US-Based Agents appeared first on ACD Direct.| ACD Direct
Upgrade your fashion product pages fast: learn 20 proven tactics that boost conversions, reduce returns, and improve mobile UX—all in under an hour.| blog.storeya.com
It’s an odd thing to be human: we’ll put up with slow internet, screaming children on airplanes, and doctors who insist on asking if we’ve been “keeping active,” but the one thing we cannot tolerate, the final straw that sends us muttering into our steering wheel in the Safeway parking lot, is to be ignored. […] The post The Case of the Invisible Customer (and the Cost of Not Listening) appeared first on Kruse Control Inc.| Kruse Control Inc
The Role of AI and Automation in Modern CX In today’s fast-evolving business landscape, AI and automation are no longer optional; they are essential. In a recent episode of Symplicity […]| Symplicity Communications
Navigating Business Success with Intelisys and Symplicity In a recent episode of Symplicity Conversations, Catherine Ripley sat down with Katherine White, Senior Vice President of Partner Success at Intelisys, and […]| Symplicity Communications
Transformative Power of AI in Modern Business In the recent episode of Symplicity Conversations, Catherine Ripley chatted with Jamal Purvis and Bhu Virdi from Intelisys about the transformative power of […]| Symplicity Communications
What happens when customers flirt with their AI Order Taker at the drive-thru? That’s the question FOX News explored in a new segment featuring Hi Auto, and a surprising trend that’s been popping up across our AI Order Taking systems in quick service restaurants nationwide. Watch the story > A Lighthearted Story, with a Real […] The post FOX News Covers a Surprisingly Human Twist at the Drive-Thru appeared first on Hi Auto.| Hi Auto
Quick Serve Restaurants (QSRs) demand a lot from their staff – from consistent customer service to accuracy and speed with every order. Upheavals over recent years have only added to these stresses and strains. COVID-19 further amplified many pain points for QSRs, increasing labor shortages and negatively impacting customer experiences. Employee numbers at QSR locations […] The post 11 Cool Examples of Automatic Restaurants appeared first on Hi Auto.| Hi Auto
Restaurant reputation management involves actively monitoring, influencing, and improving how a restaurant is perceived by customers. Discover more with Hi Auto| Hi Auto
Learn how Blend’s DocAI can automate document processing, shorten time to close, and boost customer satisfaction for mortgage lenders.| Blend
Entender as zonas de NPS e em qual o seu negócio está é muito importante para medir a experiência do consumidor e prever o crescimento do seu negócio. O Net Promoter Score é uma metodologia que pode ser usada por ... Continue lendo → O post Zonas de NPS: como entender a sua classificação apareceu primeiro em Blog Opinion Box.| Blog Opinion Box
Department store retailer Dillard’s and mixed-use real estate developer Trademark Property Co., have purchased the 646,000-square-foot Longview Mall in Longview, Texas, where Dillard’s is an anchor store, marking the first time the two companies have teamed up for a retail acquisition. The new owners plan to invest in upgrading the shopping center, which is the […]| Retail TouchPoints
Urban Outfitters (UO) has teamed up with Levi’s for its second On Rotation shop-in-shop program, designed to create a one-of-a-kind denim destination blending Levi’s styles with the Urban Outfitters sensibility. In May 2025 Urban Outfitters kicked off the On Rotation program with Nike; On Rotation: Levi’s debuted online and in five UO stores on Aug. […]| Retail TouchPoints
Spoiler alert: Many brands are not reaching their full impact when it comes to working with influencers. What was once considered a niche, experimental part of marketing has officially cemented itself as a critical tactic for success. Influencer marketing is predicted to reach over $71 billion by 2032, meaning its evolution has been and is […]| Retail TouchPoints
Discount supermarket Aldi will enter the Midtown Manhattan area next year with a 25,000-square-foot store on 42nd Street at the edge of Times Square. The store will be located in The Ellery, a new luxury residential building designed by Handel Architects and managed by Taconic Partners and National Real Estate Advisors. “The Aldi flagship location […]| Retail TouchPoints
Agentic AI, where autonomous agents perform actions on behalf of people, may be relatively new, but it’s advancing at a rapid pace. In ecommerce, we’re beginning to see these agents built and deployed to browse and buy products for people. This technology is so transformative that we may be on the edge of a new […]| Retail TouchPoints
Tops Friendly Markets has integrated the Basket Adjudication Service (BAS) from supplemental healthcare benefits provider NationsBenefits at its point-of-sale. The BAS provides real-time validation for purchases of fresh produce, pantry staples and OTC wellness products by health plan members, helping to overcome food insecurity among vulnerable populations. “Feeding our neighborhoods well has always been at […]| Retail TouchPoints
In today’s retail landscape, where ad budgets are ballooning and shopper attention is shrinking, the product detail page (PDP) has emerged as the most important real estate on a brand’s website. Once considered a mid-funnel touch point, the PDP is now where many shoppers begin — and often end — their journey. The problem? They’re […]| Retail TouchPoints
The current generation of AI solutions has already been on one of the steepest growth curves in recent memory, but according to top attorneys at ArentFox Schiff, the technology is just warming up: “AI will be a sea change not just for the fashion industry but for society as a whole,” said Anthony Lupo, Chairman […]| Retail TouchPoints
The average inventory accuracy rate is 83%, and while that seems like a fairly high number, the missing 17% can have a considerable impact on retailers. To best serve customers, it’s crucial to maintain inventory and replenish items properly. All it takes is one poorly timed out-of-stock item to count a retailer out in the eyes […]| Retail TouchPoints
Resale platform ThredUp is at the top of its game — the company has been profitable for seven straight quarters in the U.S., and in Q2 it acquired more new customers than in any previous quarter in its history, a 74% increase year-over-year. Much of this is due to ThredUp’s hard work over the years […]| Retail TouchPoints
The most competitive retailers are rethinking how pricing fits into their broader strategy. Rather than defaulting to historical data or following competitors’ cues, many are turning to real-time insights to guide pricing from product development through to seasonal promotions. As the back-to-school season approaches, it’s time to reconnect with the critical “forgotten P” of the […]| Retail TouchPoints
Pacsun has partnered with McDonald’s for an exclusive apparel collection inspired by the fashions and fads of the 1970s. The Pacsun x McDonaldland collection will include men’s and women’s apparel as well as accessories such as snapback and bucket hats, high socks, license plate frames and doormats, all themed with motifs and characters from the […]| Retail TouchPoints
Last month, the Federal Trade Commission began to crack down on false “Made in the USA” claims, sending warning letters to a number of companies and promising that “companies that falsely claim their products are ‘Made in the USA’ can expect to hear from the FTC.” But new research out of Michigan State University found […]| Retail TouchPoints
Food and beverage brands already know the value of reaching grocery shoppers digitally. Grocery ecommerce is transforming the entire shopper journey.| Retail TouchPoints
In the fast-paced world of software and tech, customer experience (CX) is what sets your brand apart—or leaves it behind. Whether you're building your| Alchemer
We explain how to use key sales metrics to understand your sales and revenue – and to shed light on your customer experience.| CX by Design
This post was originally featured in the April 30th, 2025 newsletter found here: INBOX INSIGHTS, April 30, 2025: AI Integration Strategy Part 4, Marketing Job Market Demand Approaching AI Integration Strategically – Part 4: Measurement Framework In Part 1 of this series, we talked about the STEM framework where the “M” stands for Measurement. In [...]Read More... from AI Integration Strategy Part 4| Trust Insights Marketing Analytics Consulting
In this episode of In-Ear Insights, the Trust Insights podcast, Katie and Chris discuss the ethics of AI and ethical dilemmas surrounding digital twins and AI clones. You’ll discover the crucial ethical questions surrounding digital twins and AI clones in today’s rapidly evolving digital world. You’ll learn why getting consent is not just good manners [...]Read More... from In-Ear Insights: Ethics of AI Digital Clones and Digital Twins| Trust Insights Marketing Analytics Consulting
If you want to find out why phygital experiences can enhance your campaigns to stand out, check out our blog with The Creative Consultancy.| B2B Marketing
By Ellie-Rose Davies, Content Executive at IMRG Retailers are under constant pressure to make every channel work harder. From product… The post Growing conversion through marketing channel optimisation appeared first on IMRG.| IMRG
Top BPO leaders unpack real-world AI implementation challenges in BPO and CX operations in this private CEO Roundtable hosted by CH Consulting Group.| CH Consulting Group
The post 5 Steps to Exceptional Customer Journey Management appeared first on CSG.| CSG
Traditional Chatbot Conversational AI Chatbot GenAI Focus Rule-based conversation:– Answer FAQs – Follow scripted flows Context-aware interaction: – Understand intent – Respond naturally Creating new content:– Text– Images– Audio– Code Underlying Technology – User-selected options – Simple text – Machine learning – Natural language processing (NLP) – Large language models (LLMs) – NLP – Deep learning Input – User-selected options – Simple te...| CSG
Is your B2C marketing strategy keeping pace? Learn why personalization, authenticity, and seamless omnichannel experiences are non-negotiable for success in the dynamic consumer landscape of today and tomorrow. Unlocking Success: The Evolution of B2C Marketing Strategies The landscape of Business-to-Consumer (B2C) marketing has undergone a phenomenal transformation, mirroring seismic shifts in technology, consumer behavior, and […]| Marketing Smartly
Branding present your company to the world and differentiate it from competitors. Let's discuss the significance of branding your business and how to do so effectively| Techie Loops
It’s a sinking feeling you’re probably trying to ignore. That little voice in your head going: “Our data might be… a bit of a mess”? Hate to break it to you, but it’s probably right. In fact,| GTM Alliance
Find out how goal-driven Agentic AI is redefining customer experiences and operational excellence.| GTM Alliance
Learn why virtual food safety audits are the future of restaurant compliance—offering more frequent and cost-effective oversight that enhances guest experience.| Auxis - Helping Organizations Modernize their Back-Office
As the 2025 back-to-school season kicks off, we take a look at the intersection of in-person and online interactions, and the secret ingredient that powers truly omnichannel customer experiences. School's in.| Akeneo
Learn the difference between automation vs augmentation in contact center AI. How XCALLY implements artificial intelligence to enhance human connection without replacing operators.| XCALLY
Designing public services around life moments that matter is about being effective, human, and worthy of public trust.| New Metrics
Put customer experience first, and customers reward you with trust and loyalty while your business reaps higher revenue and satisfaction. In fact, 86% of buyers say they’re willing to pay more for a better customer experience, directly impacting average order value and long-term loyalty. But exceptional CX doesn’t happen by accident. It starts with asking...| Blog
Discover 7 impactful ways AI voicebots for customer experience, powered by GenAI, are transforming customer interactions in collections| Blog
Comcast operates the nation’s largest, fastest, most trusted network. Through Xfinity and Comcast Business, we deliver world-class broadband, mobile, and en ...| philadelphia.comcast.com
CLAP isn’t software—it’s how we capture, label, and act on real customer feedback to shape better products. Here’s how to start doing it too.| Matt Cromwell
More than just a gauge of customer satisfaction, feedback offers critical insights that can help shape products, streamline services, and improve overall business strategies. Businesses that actively listen to their customers and act on their feedback tend to grow faster, innovate more effectively, and build stronger customer loyalty. By listening, businesses not only improve their […] The post Customer Feedback: Its Importance and How to Collect It appeared first on Chatway Live Chat.| Chatway Live Chat
Scopri come ottimizzare la strategia omnicanale durante le peak season per gestire volumi elevati di contatti e garantire un'esperienza cliente coerente su tutti i canali.| XCALLY
Spotting ecommerce serial returners increases online revenue.| Signifyd
Psychological safety isn’t a soft concept; it’s a hard-edge business imperative. It determines whether your teams operate in truth or silence, whether innovation thrives or stalls, and whether people stay and grow or leave and disengage. It is the invisible infrastructure that either supports high performance or silently sabotages it. If you’re serious about transforming outcomes - for your employees, your customers, and your bottom line - you can’t ignore the conditions under which y...| CX Journey™
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Wawa will open its first travel center format store in Hope Mills, N.C. on Aug. 28, featuring 8,000 square feet of space that will house the convenience store chain’s signature food and beverage offerings, as well as 20 fueling spots for passenger vehicles and six high-speed diesel fuel lanes to serve tractor trailers. “We are […]| Retail TouchPoints
DoorDash has partnered with Ace Pickleball Club (APC) to become the indoor pickleball clubs’ official on-demand delivery and pickup platform. Each APC location will feature a designated DoorDash Delivery Zone for members and guests to receive orders, allowing players to place orders between games for groceries, sporting equipment and other items that will be waiting […]| Retail TouchPoints
Saks Global has created a unique, personalized homepage that is dynamically assembled based on each visitor’s purchase intent, with the page layout, content and strategies seen by each shopper customized just for them. Saks is using AI and machine learning to refine recommendations in real-time, continuously adjusting with any action taken on the site — […]| Retail TouchPoints
