DMG Consulting LLC

We are currently conducting our 2025 Contact Center Goals and IT Investment Study and would appreciate your feedback! https://bit.ly/3AKnQLK ? #DMGResearch #contactcenter #customerexperience #customerservice #CX

The leading conversation analytics solutions now deliver a level of essential and increasingly meaningful data and insights the original applications were never intended to provide to users. https://bit.ly/3YLmQ1Y #DMGResearch #contactcenter #customerexperience #customerservice #CX #GenAI

Obvious applications for AI and automation in contact centers include transforming self-service applications into systems that customers want to use and for completing tasks that do not require the advanced reasoning skills of live agents. #DMGResearch #contactcenter #customerexperience #customerservice #GenAI #AI #CAI #CX

There's a bizarre irony in being on the receiving?end of a customer service failure when you run a company that caters to helping clients enhance their customer service. However, I've been navigating?my own CX dilemma?right here on LinkedIn for close to a year. ? Several years ago, a (former) employee set up a LinkedIn page for my company. We never populated it or engaged on it and then that employee left and we kind of forgot about it. Years later we ramped up our social media platforms but could not get into that account since we had no contact with the former employee and therefore no login information. ? We have tried just about everything to get rid of the old, empty account that only houses our company logo and name. Now it seems we have hit a dead end and I am baffled by it. Our efforts have included: ? - Reporting the account more times than I can count. - Creating multiple support tickets that all went unanswered. - Poking around LinkedIn's help center to?try finding further support. - Even utilizing?my own contacts/network to find real people at LinkedIn and emailing them directly. ? Because the old page uses our current logo and company name, we don't want people to get confused and follow the wrong account, inadvertently cannibalizing our own potential business contacts. ? As the founder of customer experience industry analyst and consulting firm, I am truly puzzled by the inability of LinkedIn to fulfill what seems like a very reasonable request. For many of us, LinkedIn is a valuable conduit for prospects and industry connections/conversations. However, based on this experience, LinkedIn could use some tweaks to its customer service. Let's hope 2025 brings broadened capabilities?and better access to quell customer service-related hiccups. Has anyone ever run into an issue like this and been successful getting it resolved? I'd love your feedback. #linkedin #customerservice #CX #customerservicefail

Five9’s "The New CX Summit" in Barcelona, Spain was filled with meaningful connections and wonderful experiences. From cooking an authentic Spanish dinner with Barry Zwarenstein, CFO; Laura Mackey, Global Head of Analyst & Influencer Relations; and talking about groundbreaking developments with Dr. Jen Welter, the first female NFL coach #Five9CXSummit

Donna Fluss spent some time at #Five9CXSummit with Muhammed Yusen, Presales Manager at SESTEK, and Professor Levent Arslan, CEO at SESTEK.

Listening, sharing, learning, collaborating and so much more at the #Five9CXSummit. Donna Fluss pictured below with Five9 CEO & Chairman, Mike Burkland and CMO, Niki Hall.

Obvious applications for AI and automation in contact centers include transforming self-service applications into systems that customers want to use and for completing tasks that do not require the advanced reasoning skills of live agents. #DMGResearch #contactcenter #customerexperience #customerservice #GenAI #AI #CAI #CX

There’s a lot to know about the competitive landscape of CAI. Today’s vendors primarily focus on the customer self-service market, although many have expanded their platforms to include employee-facing applications. bit.ly/4d3q8Cw ? #DMGResearch #contactcenter #customerexperience #customerservice #CX #conversationanalytics #CAI

For the latest in contact center trends and conversations, check out our YouTube Channel and don’t forget to subscribe! https://lnkd.in/gCG2X-TU #DMGResearch #contactcenter #customerexperience #customerservice #CX #GenAI #AI #conversationanalytics