NICE inContact

DECEMBER 19, 2017

NICE inContact’s blog keeps you up to date on the hottest contact center trends – but with 3-4 posts a week, it may be hard to get to it all! I have put together a list of the “must reads” for 2017 leading into the new year that could help with your 2018 planning. Drive Revenue with Great Customer Experience, 2017 – Forrester Research.

Report 121

Report Contact Center Omni-Channel Call Center 121

Customer Bliss

JANUARY 3, 2017

Today is the first day of office work in 2017 for many people. It’s a long way from now until the end of 2017, and so much potential is in front of you. I was going to post some podcasts today, but the end of year got away from me and I’m doing this blog. So what are your goals in 2017? Logical, yes?

Leadership 183

Leadership Culture Strategy Software 183

Storyminers

MAY 31, 2017

The 2017 KPMG Nunwood Customer Experience Excellence Analysis benchmarks CX efforts on both sides of the Atlantic. You can get your own copy of this research/guidance here < The 2017 Customer Experience Excellence Analysis > The post One Of The Best CX Resources Of 2017 appeared first on Storyminers.

Resources 194

Resources Hotels Guidelines Customer Experience Design 194

NICE inContact

MAY 12, 2017

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. In 2017, it became increasingly clear that tracking a customer’s journey needs to be part of a broader corporate imperative to coordinate marketing, selling, service and customer care. And I ought to know.

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Contact Center Connections Conference Case Study 120

NICE inContact

JANUARY 19, 2017

We’ve managed to top ourselves again by bringing to inContact’s user conference (ICUC) at NICE Interactions 2017 one of the hottest celebrities on the scene – Alec Baldwin! Register today for ICUC 2017 at NICE Interactions, for a once in a lifetime opportunity to hear Alec discuss his life and career! Learn more.

Interaction 120

Interaction Conference Management Customer Experience 120

ijgolding

JANUARY 4, 2017

In the last two days, I have lost count of the number of blog posts articles that have been produced talking about this very subject – so I thought I would add another from my own perspective!! Rather than describing what I observed in 2016 specifically, I want to encourage people to think about what they should be doing in 2017.

Customer Experience 148

Customer Experience Customer Centricity Customers Government 148

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

Trends 153

Trends Customer Engagement Engagement Contact Center 153

Promoter.io

DECEMBER 14, 2017

As we approach the end of 2017 (too quickly I might add), I’m finding myself looking back at the year and admiring the progress we made at Promoter over the past 12 months. The post Our 10 Best Performing Blog Posts From 2017 appeared first on Promoter.io

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Vonage

FEBRUARY 23, 2017

The post Everything you need to know about the consumer of 2017 appeared first on Blog | NewVoiceMedia. Which statistic do you think will have the biggest impact on the future success of your business? Share your thoughts below.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

ShepHyken

SEPTEMBER 15, 2017

The 2017 Warc Toolkit, produced in association with Deloitte Digital, reports that 58% of CMOs around the world predict within the next five years, AI will need to be a necessary part of marketing strategies in order for a brand to succeed. The post Guest Blog: How Does AI Marketing Help Drive Customer Engagement?

Customer Engagement 201

Customer Engagement Engagement Marketing Fashion 201

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. Understanding things like the type of content to publish, topics to focus on, and choosing a blogging platform. After all, not all blogging platforms are created equally, and choosing wrong can negatively affect the whole experience. You can find her on LinkedIn.

Social Media 133

Social Media Chatbots ROI Brands 133

Uniphore

APRIL 6, 2017

That's why it's so important to understand how new technologies can help your company keep that competitive edge in order to best serve your customers and ultimately improve the efficiency of your business Here are four of the hottest technology trends ready to significantly improve customer service in 2017 and beyond: Read More.

Trends 164

Trends Technology Competitive Advantage Customer Experience 164

Customer Bliss

NOVEMBER 9, 2017

As I look back at an article I previously wrote – What will CX Look Like in 2017 , I’m excited to see some of the progress that has been made in the industry. I’d like to share some of the most popular and most-shared content from the Customer Bliss blog.

Trends 204

Trends Customer Experience Customer Insights Customers 204

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

Alida

JULY 17, 2017

On July 13 2017, over two hundred Vision Critical customers, insights, marketing and CX professionals gathered in Sydney for the Asia Pacific Customer Intelligence Summit, Vision Critical’s 7th annual customer summit. As predicted by Gartner , 89% of businesses will compete primarily on customer experience by 2017.

Customer Experience 172

Customer Experience Hotels Survey Loyalty Programs 172

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! Here’s our list of the best articles from last year to help you understand the trends and show how you can provide an amazing customer experience in 2017.

Customer Experience 120

Customer Experience Effort Score Chief Customer Officer Customer Centricity 120

Verint

DECEMBER 28, 2017

When I started this blog in 2009, I focused on the thorny issues involved with communicating across the sales-engineering interface®. The following One Millimeter Mindset customer retention blog posts represent the top posts from 2017. Subscribe to my blog. Take a read. Contact me and let’s discuss.

Customer Retention 36

Customer Retention Leadership Sales Innovation 36

Beyond Philosophy

DECEMBER 25, 2017

So, celebrate your successes for 2017 but prepare for new challenges in 2018. As the hustle and bustle of 2017 come to a close, here is a list of our top ten Customer Experience concepts to get your new year off to an emotionally engaging start. The post Not To Be Missed: The Best Of 2017 appeared first on.

Net Promoter Score 119

Net Promoter Score NPS Advertising e-support 119

Wired and Dangerous

JANUARY 3, 2017

Welcome to 2017! Thank you for following our innovative service blog. We hope 2017 is your best year ever! We wanted to share with you our firm’s resolutions for 2017. Best wishes for a fantastic 2017! We are excited about the sparkling opportunities and shining moments that lay ahead. Chip and John.

Innovation 79

Innovation Entertainment System Communication 79

CustomerGauge

JANUARY 6, 2017

Following the success of our 20 Customer Experience Influencers to Follow in 2017 article, we decided to prepare you for your Net Promoter Score & Customer Service success. The post The Top 15 NPS & Customer Service Thought Leaders to Follow in 2017 appeared first on CustomerGauge.

NPS 133

NPS Net Promoter Score Customer Service Customers 133

eGain Blogs

OCTOBER 4, 2017

Here are a couple of key findings from Forrester about 2017 versus 2016: Losses were broader and deeper than gains. If you are free on Dec 5, 2017, join us in Chicago at our Digital+AI Day. The post Mixed feelings on 2017 CX Day! appeared first on eGain Blog. appeared first on eGain Blog.

Omni-Channel 66

Omni-Channel Consulting Report Brands 66

Bob Hayes

DECEMBER 17, 2017

All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. I did my part this year to spread interest in analytics to more people.

Analytics 46

Analytics Data Competitive Advantage Social Media 46

eGain Blogs

OCTOBER 4, 2017

Here are a couple of key findings from Forrester about 2017 versus 2016: Losses were broader and deeper than gains. If you are free on Dec 5, 2017, join us in Chicago at our Digital+AI Day. The post Mixed feelings on 2017 CX Day! appeared first on eGain Blog. appeared first on eGain Blog.

Omni-Channel 61

Omni-Channel Consulting Report Brands 61

ShepHyken

APRIL 24, 2017

2017 Customer Service Expectations Survey by Gladly. My Comment: Our friends at Gladly have released their 2017 Customer Expectations Survey. Forbes) While attending CES 2017 in Las Vegas, I spent a lot of time meandering around slot machines looking for meeting rooms, restaurants and taxi stands. ” (Thank you, Fonolo!)

Customer Service 69

Customer Service Customer Service Training Loyalty Exceptional Customer Service 69

Calabrio

JANUARY 19, 2017

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. While customer engagement keeps its place as a top priority, in 2017, companies will broaden their focus to include employee engagement, particularly for Millennials.

Customer Satisfaction 100

Customer Satisfaction Brands Strategy Contact Center 100

Bob Hayes

DECEMBER 17, 2017

All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. I did my part this year to spread interest in analytics to more people.

Analytics 40

Analytics Data Competitive Advantage Social Media 40

Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

Trends 48

Trends Competitive Advantage Chatbots Social Media 48

ShepHyken

MARCH 9, 2018

Gartner also reported that by 2020, 72% of customer interactions will involve an emerging technology such as machine-learning applications, chatbots or mobile messaging, up from 11% in 2017. This type of technology is still very juvenile and even the top tech giants such as Facebook were receiving high failure rates during 2017.

Customer Service 75

Customer Service Knowledge Base Chatbots Social Media 75

CustomerGauge

OCTOBER 2, 2017

The post Top 5 Customer Experience Lessons of 2017 appeared first on CustomerGauge. The good news is that PR disasters like United Airlines’ passenger service and Equifax’s 143 million post-hacking slip-ups can only help us improve for the future (if we’re smart) and learn […].

Customer Experience 72

Customer Experience Airlines Customers 72

ShepHyken

JUNE 28, 2019

Gartner estimates that by 2021, 15 percent of all customer service interactions will be completely handled by AI, an increase of 400 percent from 2017. The post Guest Blog: “Zhuzhing Up” Humans in the Contact Center appeared first on Shep Hyken. Read Shep’s latest Forbes article: Five Ways To Motivate Your Customer Service Team.

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Contact Center Self Service Banking Airlines 114

transcosmos Information Systems

DECEMBER 27, 2016

Cutting-edge technologies will continue to dominate in 2017. Without further ado, here are the top IT trends for 2017 that are likely to impact in varied ways those in the business and tech sectors: The Rise of the Bots. This means more efficiency and faster turnaround time for technology-based tasks.

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Trends e-support Healthcare Technology 0

Centriam Customer Experience Lab

JANUARY 5, 2018

On a previous blog , my colleague Jason shared a finding from Centriam’s 2017 Retail Study : customers who had an enjoyable shopping experience were more likely to be promoters. Make Shopping Enjoyable to Encourage Sales. This finding is especially robust among millennials, the largest generation in the US.

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Sales Retail Study Customer Experience 231

Experience Matters

MARCH 16, 2017

Any regular reader of this blog likely knows that emotion is a key topic for Temkin Group. We labelled 2016 as The Year of Emotion and operationalizing emotion is one of our 2017 CX trends. As part of our push to drive more detailed discussions about emotion, we examined the emotions that consumers feel after specific interactions.

Interaction 240

Interaction Loyalty Trends Groups 240

SuiteCX

FEBRUARY 7, 2017

Here is to a growth oriented 2017! Conclusion. With hard work and focus you can do this. If you need more help –get an outside firm like The East Bay Group to help you get started.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

SuiteCX

FEBRUARY 7, 2017

Here is to a growth oriented 2017! Conclusion. With hard work and focus you can do this. If you need more help –get an outside firm like The East Bay Group to help you get started.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. The post Guest Blog: Technology Trends That Will Govern the CX Landscape appeared first on Shep Hyken. Shep Hyken.

Government 91

Government Technology Trends Social Media 91

OpinionLab

MARCH 6, 2018

. “The former presidents came together to launch this One America Appeal because they were inspired to see so many Americans putting their own lives on hold — and even risking their own safety — to help their fellowman recover from the ravages of the 2017 hurricane season,” said Jim McGrath, spokesman for One America Appeal.

Hospitality 60

Hospitality Management 60