Experience Investigators by 360Connext

SEPTEMBER 27, 2017

What are some of the customer experience trends we’ll see through the end of 2017 and into 2018? Robust analytics platforms aren’t going anywhere. Innovation around AI will be the next great frontier, so your organization better be looking to this future quickly. Customer Experience Teams Grow Up.

Trends 244

Trends Net Promoter Score Effort Score Banking 244

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. Insight technologies that deliver personalization and predictive analytics. Shep Hyken.

Self Service 80

Self Service Omni-Channel Social Media Retail 80

Confirmit

SEPTEMBER 11, 2017

Our countdown to CX Day 2017 continues. If you missed the blog post, it’s definitely worth checking it out – I think you’ll learn something new. Of course, it’s not all about metrics, it’s about action and innovation and here Siemens does really well. Voice of the Customer Confirmit Blog.

Case Study 40

Case Study Social Media Analytics Study 40

Storyminers

JANUARY 12, 2017

We’ve updated it for 2017. Predictive analytics (using past behavior to guesstimate future behavior, then serve up interesting options) will get attention. Brands that employ predictive analytics to serve their customers will leap ahead of those that adopt the technology just to sell more. 2017 Answer. 2017 Answer.

Trends 171

Trends Customer Experience Wireless Entertainment 171

eGain Blogs

MAY 10, 2017

We are pleased to inform you that eGain just debuted in the Gartner CRM Customer Engagement Center Magic Quadrant (CEC MQ) for 2017, appearing as a “Niche Player”. Given what eGain Solve 17 offers, we felt that we were ready to enter the bigger pond of CRM Customer Engagement with our unique, innovative proposition for enterprise B2C clients.

CRM 40

CRM Customer Engagement Engagement B2C 40

Confirmit

SEPTEMBER 11, 2017

Our countdown to CX Day 2017 continues. If you missed the blog post, it’s definitely worth checking it out – I think you’ll learn something new. Of course, it’s not all about metrics, it’s about action and innovation and here Siemens does really well. Take a look at the case study to find out more.

Case Study 40

Case Study Social Media Analytics Study 40

Avaya

OCTOBER 2, 2017

One thing you can be sure of about Avaya at GITEX 2017 Technology Week: We will stand out from the crowd. Some of the leading players in Europe are defining the way forward here, coming up with new and innovative ways to expand horizontally into new ventures. We look forward to seeing you there.

Technology 43

Technology Telecommunications Contact Center Government 43

CX Journey

JULY 5, 2018

Image courtesy of Pixabay I originally wrote today's post for Logi Analytics. It appeared on their blog on December 14, 2017. And finally, in Phase 5 (Innovation) , we see some real progress! Data is just data until you do something with it, right?! That statement has plagued companies for a long time.

Data 119

Data Customer Experience Professionals Metrics Analytics 119

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. Miller explained the ‘Authenticity Lifecycle,’ which is a business model that infuses authentic engagement with marketing, innovation and customer experience activities.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Storyminers

JANUARY 12, 2017

We’ve updated it for 2017. Predictive analytics (using past behavior to guesstimate future behavior, then serve up interesting options) will get attention. Brands that employ predictive analytics to serve their customers will leap ahead of those that adopt the technology just to sell more. 2017 Answer. 2017 Answer.

Trends 100

Trends Customer Experience Wireless Entertainment 100

NICE inContact

MARCH 27, 2018

A major conversational shift around artificial intelligence (AI) occurred in 2017. Contact center professionals are looking to talent-related initiatives as well as new technology solutions, like AI and analytics, to deliver exceptional customer experiences. AI Will Increasingly Handle New Interaction Growth.

Contact Center 137

Contact Center Self Service Study Omni-Channel 137

Peter Lavers

DECEMBER 21, 2017

As 2017 draws to its close I’ve been taking a look at my blog, twitter and Linkedin activity over the year, and I’d like to share with you my three top choices in four different categories: Most blog engagement. This blog “ Talking Omnichannel But Organised Multi-Channel? Best independent blog content.

Omni-Channel 55

Omni-Channel Multi-Channel B2C B2B 55

AWS Machine Learning

AUGUST 16, 2023

This is a guest blog post co-written with Ben Veasey, Jeremy Anderson, Jordan Knight, and June Li from Travelers. Travelers collaborated with the Amazon Machine Learning Solutions Lab (now known as the Generative AI Innovation Center ) to develop this framework to support and enhance aerial imagery model use cases.

Training 71

Training Multi-Channel Travel Innovation 71

InboxAI

JANUARY 15, 2019

We take care to nurture Komiko’s innovative platform with genuine commitment to guard data and analytics processes, both in the cloud and on-premise, from any number of factors that could compromise their confidentiality. Komiko is SOC 2 type 1 certified from October 18, 2017.

Policies 65

Policies System Measurement Report 65

Avaya

MAY 31, 2017

For the contact center industry, it’s doubly impactful because not only do contact center companies need to transform themselves, they need to be innovating to enable all their customers and partners to transform as well. We have signed more than 1,100 customer contracts since the chapter 11 filing through March 31, 2017.

Contact Center 81

Contact Center Omni-Channel Communication Innovation 81

datastax

JANUARY 2, 2019

Here are the top six data management trends for 2019: Analytics, analytics, analytics . Personalized experiences, real-time insights, 360-degree customer views: the power of analytics can never be understated. A recent CIO article revealed that 80% of organizations use some sort of geospatial data—e.g., Data autonomy.

Trends 105

Trends Data Management Government 105

North Highland

NOVEMBER 30, 2018

This is the third blog in our series exploring the biggest roadblocks executives are facing in today’s dynamic supply chain. Today, the ideal employee has both operational expertise and analytical skills. Tomorrow’s talent must also excel at strategic thinking, innovation, and high-level analytic and technological capabilities.

e-support 56

e-support Retail Omni-Channel Analytics 56

TechSee

JUNE 25, 2019

The field is becoming increasingly mainstream with a 2017 Tractica report predicting that biometric hardware and software revenue will grow to $15.1 Emotion analytics. Emotion analytics analyzes an individual’s verbal and non-verbal communication in order to understand their mood or attitude. Face and voice recognition.

Technology 122

Technology Customer Service Contact Center Gamification 122

Talkdesk

NOVEMBER 8, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. At Dreamforce 2017, Talkdesk COO Gadi Shamia presented “5 Crazy Ideas for Transforming your Contact Center” to a packed breakout session room.

Contact Center 42

Contact Center Self Service Innovation Report 42

Amity

FEBRUARY 27, 2017

To continue the CSoT (Customer Success of Things) blog series and as we onboard 2017 with new resolutions to transform our habits, let’s keep in mind our digital transformation context and take a Darwinian look at the role of customer success to facilitate this exciting evolution. 3) The story of the peppered moths.

Customer Success 48

Customer Success Innovation Technology Customers 48

Maru/HUB

DECEMBER 22, 2017

This blog post is titled ‘a year in reflection’ but it’s surreal to think that this time two years ago we launched our software, Syngro Eye, to the market: For the last 12 months, together with our invaluable beta programme users, we’ve been busy developing a world-class customer intelligence platform.

Customer Experience 40

Customer Experience Self Service Analytics Financial 40

Avaya

MAY 31, 2018

The onus is on companies such as Avaya to develop artificial intelligence and analytics platforms that can understand, route and address an immediate customer need. This partnership follows our 2017 release of Avaya Oceana 3.4 We have achieved such predictive routing. and our recently launched A.I. Connect program.

Contact Center 42

Contact Center Self Service How To Effort Score 42

Team HGS

FEBRUARY 6, 2018

Over the course of the year, we’ll dedicate a blog post to each of these CX game changers. According to Dimension Data’s global contact center benchmarking report, digital interactions accounted for over 42% of all interactions taking place inside the contact center in the beginning of 2017. Here, we dissect CX Trend No.10:

Trends 45

Trends Contact Center Exceptional Customer Service Omni-Channel 45

CX Workout - Ideas Blog

JUNE 11, 2018

The framework of innovation for what could be a potential game changer was right in front of them. 2] In another widely-read blog post, Microsoft product manager Darren Austin attributed Alexa’s broader success to “… its ability to alleviate the stresses of an overbooked life. Their dilemma wasn’t what to do—it was simply how to do it.

Innovation 40

Innovation Software Technology Tools 40

CX Workout - Ideas Blog

JUNE 11, 2018

The framework of innovation for what could be a potential game changer was right in front of them. 2] In another widely-read blog post, Microsoft product manager Darren Austin attributed Alexa’s broader success to “… its ability to alleviate the stresses of an overbooked life. Their dilemma wasn’t what to do—it was simply how to do it.

Innovation 40

Innovation Software Technology Tools 40

CX Workout - Ideas Blog

JUNE 11, 2018

The framework of innovation for what could be a potential game changer was right in front of them. 2] In another widely-read blog post, Microsoft product manager Darren Austin attributed Alexa’s broader success to “… its ability to alleviate the stresses of an overbooked life. Their dilemma wasn’t what to do—it was simply how to do it.

Software 40

Software Technology Innovation Tools 40

Qualtrics

JANUARY 23, 2019

With the rise of popularity in this topic, there are thousands of EX blogs and websites. David Green – Green is a people analytics leader, advisor, award-winning writer, speaker & consultant. Max Brawer – Brawer is currently the Head of People Analytics at Buzzfeed after a successful career at Neilson.

Employee Experience 52

Employee Experience Leadership Consulting Trends 52

Avaya

OCTOBER 31, 2016

In a 2011 webinar, Gartner Research Vice President Laura McLellan boldly said that by 2017, the CMO would spend more on IT than the CIO. Now that we’re just shy of 2017 (how time flies!) This is why we’re now seeing more forward-thinking companies innovating the role of CMO to work alongside the CIO and other collaborative players.

Technology 40

Technology Marketing Social Media Entertainment 40

Talkdesk

JANUARY 31, 2018

Part of this exercise includes reviewing the results of Deloitte’s 2017 Global Contact Center Survey to see how these executives responded to questions about their priorities for the next couple of years. Voice Analytics. To learn more about some of Talkdesk’s innovative new tools to increase CX, click the button below.

Contact Center 56

Contact Center Customer Experience Omni-Channel Call Recording 56

SurveySensum

JULY 10, 2023

If not, then this blog is for you. Also, create a positive work environment where happy employees foster teamwork, innovation, and personal growth, going the extra mile to enhance customer satisfaction. Encourage open-ended feedback and analyze it with Text Analytics software to understand top customer complaints and sentiments.

Retail 52

Retail Customer Service Exceptional Customer Service Customer Centricity 52

Qualtrics

JULY 9, 2019

As Chip Kahn and Claudia Salzberg note in their recent Health Affairs blog ‘ The Next Generation of Measuring Patient Experience’ [4] ; “Technology has changed dramatically since 2008. By 2017 that number jumped to a staggering 95 percent. One recent CMS blog post by Seema Verna says: “Sadly, this type of ageism isn’t anything new.

Healthcare 33

Healthcare Hospitality Survey Effort Score 33

WorkOutLoud

JANUARY 23, 2018

This year organizations will be redirecting investments to CX innovations and technology, and by 2020, CX will overtake price and product as key brand differentiator. Some current ways to gather or understand data – social media analytics. 50% of consumers would use a company more frequently after a positive customer experience.

Customer Experience 40

Customer Experience Self Service Social Media Multi-Channel 40

SurveySensum

JULY 10, 2023

If not, then this blog is for you. Also, create a positive work environment where happy employees foster teamwork, innovation, and personal growth, going the extra mile to enhance customer satisfaction. Encourage open-ended feedback and analyze it with Text Analytics software to understand top customer complaints and sentiments.

Retail 40

Retail Customer Service Exceptional Customer Service Customer Centricity 40

Middlesex Consulting

MAY 29, 2017

On May 21, 2017, Business Insider published an article called “Inside Facebook’s Plan to Eat Another $350 Billion IT Market” This section uses paragraphs from the article to describe how open-source products may well disrupt a giant industry. But this is an old story! The Data Communications Networks. Laboratory Products.

Industry 60

Industry Conference Software Tips 60

Survicate

FEBRUARY 20, 2019

Surveys are also unbeatable when it comes to analyzing your responses – you can quantify the answers from closed-ended questions in a built-in analytics tool like our own, or via Google Sheets/Excel. Innovate through insights from your audience to drive customer experience. Think – a matter of seconds. What else is on the table?

Feedback 81

Feedback Management Survey Tools 81

CSM Practice

JULY 6, 2020

We covered how to make renewals in another blog. Cross-selling requires the provision of other innovative solutions in a different product category that can give customers more value in addition to the primary product offering. Sales, or Customer Success, or Analytics? The New SaaS Sales Environment during COVID-19.

Company 71

Company Strategy Tips Sales 71

CSM Practice

JULY 6, 2020

We covered how to make renewals in another blog. Cross-selling requires the provision of other innovative solutions in a different product category that can give customers more value in addition to the primary product offering. Sales, or Customer Success, or Analytics? The New SaaS Sales Environment during COVID-19.

Company 71

Company Strategy Tips Customer Success 71