Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. With technologies and consumer demands constantly evolving, what unconditional priorities can companies set for their contact center that won’t be shattered by ever-changing standards?

Contact Center 106

Contact Center Report Customer Journeys Customer Centricity 106

John Paul

JULY 26, 2018

Because of this, technology has remained been behind-the-scenes. Those who embrace this technological momentum are able to differentiate themselves from the competition, and empower their teams to provide a superior customer experience. Here are five specific technologies that will change the concierge landscape this year.

Technology 45

Technology Hospitality Hotels Loyalty 45

Oracle

JANUARY 30, 2018

In 2018, CMOs have two choices. Embrace data-driven technologies whole-heartedly. So, where should marketing execs concentrate their efforts in 2018? The problem is, mobile technology—and associated customer behavior—have progressed far beyond this point. Or adopt them reluctantly. Ignoring them? Not an option.

Data 60

Data B2C Touchpoint B2B 60

Oracle

FEBRUARY 23, 2018

However, there’s a limit to the type of customer experience you can build without technology. Yes, the copy, tone, and brand identity you curate can be nurtured through smart design and interaction—but the right technology will allow you to create a superior CX that will, in the long run, be your brand’s differentiator.

CRM 87

CRM Chatbots Lifetime Customer Customer Relationship Management 87

Oracle

OCTOBER 11, 2019

Retail marketers are busy people. Implementing emerging technology is an increasingly popular way to increase brands’ personalization efforts, including through customer data platforms (CDPs), chatbots, and artificial intelligence (AI). Emerging technology, like CDP, is key to unlocking those challenges.

Retail 47

Retail Technology Chatbots Ecommerce 47

Lumoa

NOVEMBER 7, 2022

Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience. 1 Customer insights are a company-wide resource Even just a few years ago, customer insights or feedback were collected and owned solely by the CX or marketing team.

Trends 208

Trends Customer Experience Competitive Advantage Customer Insights 208

SurveyGizmo

DECEMBER 13, 2017

With the new year ahead, there is no better time than now to start discussing 2018 customer experience predictions. This business model is when business strategies and marketing efforts prioritize customer-focused initiatives. Customer Experience in 2018 Will Cater Toward Achieving Emotional Loyalty. Customer Obsession.

Customer Experience 58

Customer Experience e-support Customers Study 58

CloudCherry

FEBRUARY 3, 2019

So, you put your Marketing hat on and realize that it’s going to take 3-4 smart lists, a quick data cleanse, a new field with picklist values, and a nested smartlist with complex and/or criteria. Marketers, are more responsible for customer data than ever before. Or Marketers wondering, “Why is that email not performing well?”

NPS 150

NPS Survey Marketing Customer Journeys 150

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. This reminds me of a piece I once wrote about Tool vs. Toy , which explores the changing value of technology driven by users vs. investors.

Customer Journeys 72

Customer Journeys Contact Center Consumers Financial 72

Lithium

AUGUST 8, 2018

Recognizes a brand that creates consistent, frictionless customer experiences across digital touchpoints. Demonstrate how leveraging technology has powered a successful holistic approach to delivering world-class digital customer experiences. Social Marketing Champion. NEW IN 2018: B2B Community Innovator. Topline Titan.

B2C 40

B2C Social Media B2B Brands 40

Lithium

AUGUST 8, 2018

Recognizes a brand that creates consistent, frictionless customer experiences across digital touchpoints. Demonstrate how leveraging technology has powered a successful holistic approach to delivering world-class digital customer experiences. Social Marketing Champion. NEW IN 2018: B2B Community Innovator. Topline Titan.

B2C 40

B2C Social Media B2B Brands 40

Lithium

AUGUST 8, 2018

Recognizes a brand that creates consistent, frictionless customer experiences across digital touchpoints. Demonstrate how leveraging technology has powered a successful holistic approach to delivering world-class digital customer experiences. Social Marketing Champion. NEW IN 2018: B2B Community Innovator. Topline Titan.

B2C 40

B2C Social Media B2B Brands 40

ijgolding

AUGUST 30, 2018

However, whilst there have been one or two technological advances since the man who lodged the complaint, Nanni, felt compelled to write about his incorrect iron ore delivery on a tablet of stone, the emotions we are left with after many customer experiences 4,000 years later, have moved on to a much lesser degree.

Retail 165

Retail Customer Experience Net Promoter Score NPS 165

ijgolding

OCTOBER 25, 2018

It’s this type of experience customers are expecting from all brands, at every touchpoint, regardless of what they are buying (e.g., One of the first tests was a simple change to a banner, which led to an uplift in online sales of two percent against sales driven from the version of the banner mandated by the marketing director.

Customer Experience 167

Customer Experience Customer Journeys Touchpoint Multi-Channel 167

Clarivate

DECEMBER 6, 2018

Denver, CO, December 6, 2018 – CustomersFirst Now (CFN), a leading provider of Journey Mapping software and Customer Experience consulting services, has been named the winner of the 2018 Aragon Research Innovation Award for Customer Journey Mapping.

Customer Journeys 49

Customer Journeys Innovation Financial Touchpoint 49

Lumoa

APRIL 3, 2018

That proves that referral marketing plays more and more important role in business strategy. Soon after, NPS gained popularity and used to be implemented everywhere: from customer service interaction to every individual customer touchpoint. Only then you can ask about the most critical touchpoints, if needed.

Net Promoter Score 337

Net Promoter Score NPS Touchpoint Feedback 337

Kerry Bodine

JUNE 5, 2019

But if you’re advocating for specific technology, policy, and process changes that will enable more effective and efficient communication during the post-sales support journey, you’d need a map that showed those communication breakdowns within the context of your customers’ specific goals or tasks. First, we need to define “health.”

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

Solvvy

JUNE 12, 2018

Whether you’re trying to jumpstart a customer experience program from scratch or you’re a CX veteran looking to learn about the latest AI tools and technology, there is no shortage of information out there–the question is how do you harness it to work for you? We all know that technology is changing the customer experience landscape.

Chief Customer Officer 48

Chief Customer Officer Contact Center Omni-Channel Touchpoint 48

Lithium

SEPTEMBER 20, 2018

It’s time to party and celebrate our 2018 Lithy finalists! Our 2018 Lithy finalists are: Digital All-Star. Recognizes a brand that creates consistent, frictionless customer experiences across digital touchpoints. Social Marketing Champion. If you’re attending CX Live in Austin this year, you’re invited to the Lithy party!

Social Media 40

Social Media B2C B2B Metrics 40

Lithium

SEPTEMBER 20, 2018

It’s time to party and celebrate our 2018 Lithy finalists! Our 2018 Lithy finalists are: Digital All-Star. Recognizes a brand that creates consistent, frictionless customer experiences across digital touchpoints. Social Marketing Champion. If you’re attending CX Live in Austin this year, you’re invited to the Lithy party!

Social Media 40

Social Media B2C B2B Metrics 40

Lithium

SEPTEMBER 20, 2018

It’s time to party and celebrate our 2018 Lithy finalists! Our 2018 Lithy finalists are: Digital All-Star. Recognizes a brand that creates consistent, frictionless customer experiences across digital touchpoints. Social Marketing Champion. If you’re attending CX Live in Austin this year, you’re invited to the Lithy party!

Social Media 40

Social Media B2C B2B Metrics 40

Lithium

SEPTEMBER 20, 2018

It’s time to party and celebrate our 2018 Lithy finalists! Our 2018 Lithy finalists are: Digital All-Star. Recognizes a brand that creates consistent, frictionless customer experiences across digital touchpoints. Social Marketing Champion. If you’re attending CX Live in Austin this year, you’re invited to the Lithy party!

Social Media 40

Social Media B2C B2B Metrics 40

Team Support

SEPTEMBER 1, 2020

North Texas' TeamSupport, which helps businesses better manage their B2B customers, is trying to encourage others to invest in technology tools that can improve their customer relationships. The company landed an investment from Level Equity in 2018. And it's a wide open market for us to go attack. It's never easy.

Marketing 95

Marketing B2B Software Innovation 95

Currency Alliance

DECEMBER 18, 2017

There are of course many trends taking shape, but we thought we would take a look at what we consider to be the three top loyalty trends for 2018, and the implications of these for both brands and customers. Brands are going to have to make a real effort to be transparent with customers in 2018. Top loyalty trends for 2018: No.1

Loyalty 49

Loyalty Trends Brands Loyalty Programs 49

TechSee

DECEMBER 12, 2017

To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints. To enable this omnichannel experience, companies and customer service operations are integrating new technologies, and upgrading their existing ones.

Omni-Channel 143

Omni-Channel Customer Experience Contact Center Touchpoint 143

Kerry Bodine

JUNE 5, 2019

But if you’re advocating for specific technology, policy, and process changes that will enable more effective and efficient communication during the post-sales support journey, you’d need a map that showed those communication breakdowns within the context of your customers’ specific goals or tasks. First, we need to define “health.”

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

But if you’re advocating for specific technology, policy, and process changes that will enable more effective and efficient communication during the post-sales support journey, you’d need a map that showed those communication breakdowns within the context of your customers’ specific goals or tasks. First, we need to define “health.”

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Oracle

SEPTEMBER 3, 2019

Whether it’s a digital-first, direct-to-consumer brand or an established brick and mortar, the ecommerce retail marketing budget holds the key to success. However, despite all that investment, marketers aren’t completely satisfied with the results. Acquisition marketing. And the survey says….

Retail 50

Retail Marketing Ecommerce Chatbots 50

Optimove

JUNE 8, 2022

It’s too early to say that the marketing world is going through a paradigm shift, but there are signs that it is. More and more marketers realize that the most sustainable and least expensive growth is generated through existing customers – as opposed to spending a fortune on online advertising just to acquire new ones.

Fashion 105

Fashion Advertising B2C Retail 105

Answer Dash

OCTOBER 15, 2018

Our team at BrightTALK recently had a chance to interview a number of marketing professionals and get their thoughts and predictions about some of the key trends in B2B marketing. Now more than ever, marketers have a variety of new and traditional options in their toolboxes.

B2B 76

B2B Marketing Customer Experience Touchpoint 76

Comm100

FEBRUARY 5, 2018

Today, if you google ‘Customer Engagement Software’, you’ll find that the top results are lists of the best customer engagement tools on the market. Marketing (Personalization) Software. The answer for many businesses was customer engagement software. Why Is Customer Engagement Software Important. CRM Software. Live Chat Software.

Social Media 124

Social Media CRM Self Service Software 124

CXApp

JANUARY 3, 2018

2018 is upon us. But what will drive business and customer trends in the New Year and how will these advancements in technology be incorporated into the customer experience journey? The intelligent digital mesh that exists around us is a foundation for doing business via digital platforms, using modern technologies and ecosystems.

Technology 40

Technology Trends Chatbots Analytics 40

CXApp

JANUARY 3, 2018

2018 is upon us. But what will drive business and customer trends in the New Year and how will these advancements in technology be incorporated into the customer experience journey? The intelligent digital mesh that exists around us is a foundation for doing business via digital platforms, using modern technologies and ecosystems.

Technology 40

Technology Trends Chatbots Analytics 40

TechSee

APRIL 10, 2019

The omnichannel customer experience is comprised of multiple customer touchpoints, over a range of channels that seamlessly connect, allowing customers to move back and forth from one experience to another on any device and platform: web, voice, chat, messaging, social media, video and email. Power’s 2018 U.S.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

GetFeedback

JULY 25, 2018

trillion in revenue is up for grabs as “always on” consumers look for brands mastering CX via various channels and touchpoints. Even in a highly saturated market, bold startups can rake up unhappy customers from their more established but immovable competitors. Early reports indicate that more than $1.6 Closing the Feedback Loop.

Omni-Channel 150

Omni-Channel Net Promoter Score e-support Touchpoint 150

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Three key drivers are at the core of this.

Trends 173

Trends Customer Experience Self Service ROI 173

Optimove

APRIL 21, 2022

In 2018 she began teaching a class called Psychology and the Good Life, which quickly became one of Yale’s most popular courses; nearly a quarter of the undergraduate student body enrolled in the first year it was offered. Marketing Manager at Paper Source. It’s all about hitting the right touchpoint.

Multi-Channel 52

Multi-Channel CRM Touchpoint Social Media 52