Khoros Innovate | Roadmap + Kudos + Live Q+A
Thursday, September 29, 2022 | Khoros Innovate We are bringing our customers together virtually to celebrate innovation on September 29. A customized experience to focus on Khoros Kudos, Product Roadmap, and Live Q+A sessions with the product team. Register now to save your spot!376ViewsSign in to react to this post0Comments[North America] Khoros Roadmap Webinar
Tuesday, May 17 | 11 am CT / 9 am PT / Noon ET [RECORDING] Join us as the Khoros product marketing team shares recent innovations to the Khoros Digital Customer Engagement platform. We will walk through upcoming releases on our roadmap, live Q&A. We can’t wait to chat with you! Open to Khoros customers.ViewsSign in to react to this postCommentsAsk the Experts [Session 2]: A Q&A forum for Khoros CX Insights
Khoros CX Insights Ask the Experts Khoros CX experts Brian Timmons and Jacob Borgeson answer your questions of your frequently asked questions regarding Khoros CX Insights solution. Don’t see your question here? Ask in the chat below or connect with us on Maia (the lower right corner Khoros bot) The below conversation aired on August 10 during a live CXI FAQ webinar. [Jacob] What is CX Insights? [Background] Khoros acquired Topbox (press release) in January of 2021, bringing an innovative omnichannel CX analytics solution to Khoros’ award-winning digital customer engagement platform to create a powerful new standard for artificial intelligence (AI)-powered customer experience management. [Brian] So, what is customer experience insights? It's the ability to aggregate all Voice of the Customer (VOC). Phone calls that are transcribed into text and applied a sentiment algorithm, chats and emails and surveys and third-party review sites like Amazon reviews, Google reviews, web boards like Reddit. Really any way that your customers can talk to you or about you is aggregated together so that you get a 360 degree view of what your customers are feeling and experiencing with your brand. Everybody wants to be able to take action and be confident in those actions, but without having a way to aggregate that data, normalize the massive amounts of communications you're getting and create an insight, it's really difficult to rally the troops internally to make those changes. So that's what we do is aggregate, normalize, and present the data in a way that makes it really fast and easy to take action and improve your business, whether those improvements are really simple in the contact center, improve handle time in first call resolution and those timing metrics to improving conversion customer retention, understanding product issues, contact drivers. There's a lot of data and without an automated way to view it and manipulate that data it's an overwhelming job. So, that's what we do. [Jacob] Can you get these insights without buying CX Insights, or is that just the way that it comes today? [Brian] Yeah, before CX Insights, the way you gather insights was to send your customer a survey and read the response, which is still a valid mechanism, but when you can combine all of your Voice of the Customer from a survey with what are they saying on phone and chat and email and social media, that's how you really drive that 360 degree view. And in order to do that, you have to buy the software, which for the value you get and the return on investment, is actually very inexpensive. We expect a minimum of a 5x return on investment, and oftentimes we see 20, 30, 50 times return on investment. Millions and millions of dollars for our customers who are really investing in using the data the way it's intended to be used. [Jacob] So, Khoros has other solutions, l…ViewsSign in to react to this postCommentsAsk the Experts [Session 1]: A Q&A forum for Khoros CX Insights
Khoros CX Insights Ask the Experts Khoros CX experts Brian Timmons and Jacob Borgeson answer your questions of your frequently asked questions regarding Khoros CX Insights solution. Don’t see your question here? Ask in the chat below or connect with us on Maia (the lower right corner Khoros bot) The below conversation aired on August 10 during a live CXI FAQ webinar. [Jacob] What is CX Insights? [Background] Khoros acquired Topbox (press release) in January of 2021, bringing an innovative omnichannel CX analytics solution to Khoros’ award-winning digital customer engagement platform to create a powerful new standard for artificial intelligence (AI)-powered customer experience management. [Brian] So, what is customer experience insights? It's the ability to aggregate all Voice of the Customer (VOC). Phone calls that are transcribed into text and applied a sentiment algorithm, chats and emails and surveys and third-party review sites like Amazon reviews, Google reviews, web boards like Reddit. Really any way that your customers can talk to you or about you is aggregated together so that you get a 360 degree view of what your customers are feeling and experiencing with your brand. Everybody wants to be able to take action and be confident in those actions, but without having a way to aggregate that data, normalize the massive amounts of communications you're getting and create an insight, it's really difficult to rally the troops internally to make those changes. So that's what we do is aggregate, normalize, and present the data in a way that makes it really fast and easy to take action and improve your business, whether those improvements are really simple in the contact center, improve handle time in first call resolution and those timing metrics to improving conversion customer retention, understanding product issues, contact drivers. There's a lot of data and without an automated way to view it and manipulate that data it's an overwhelming job. So, that's what we do. [Jacob] Can you get these insights without buying CX Insights, or is that just the way that it comes today? [Brian] Yeah, before CX Insights, the way you gather insights was to send your customer a survey and read the response, which is still a valid mechanism, but when you can combine all of your Voice of the Customer from a survey with what are they saying on phone and chat and email and social media, that's how you really drive that 360 degree view. And in order to do that, you have to buy the software, which for the value you get and the return on investment, is actually very inexpensive. We expect a minimum of a 5x return on investment, and oftentimes we see 20, 30, 50 times return on investment. Millions and millions of dollars for our customers who are really investing in using the data the way it's intended to be used. [Jacob] So, Khoros has other solutions, l…ViewsSign in to react to this postCommentsKhoros Roadmap Webinar
Learn about our recent product enhancements and check out what’s coming soon. Watch the roadmap webinar now Join us as the Khoros product team shares recent innovations to the Khoros platform and walks through upcoming releases on our roadmap. There is plenty of time for Q&A, and for the first time ever, live breakout sessions to go deeper on the topic you care most about. We can’t wait to chat with you! In this webinar you’ll: Learn about key innovations and investments across all Khoros products Dive deep in one of three breakout sessions on our roadmaps for Social Engagement, Digital-First Care, or Community Ask our product leaders about our current and future innovation during a live Q&A Speakers: Sejal Amin, Chief Technology Officer Ryan Studer, Vice President, Product Justin Fellers, Principal Product Manager Sofie Pompa, Senior Director, Product Management Rahul Hari, Senior Director, Product Management Dave Evans, Product Manager, Engagement Manager Dianni Ortegon, Product Manager Rob Kime, Staff Product ManagerViewsSign in to react to this postComments
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