C3Centricity

JANUARY 4, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Either way, we’d like to thank you all for your support in 2020. Why Technology Won’t Help You Understand Your Customers.

Customer Centricity 156

Customer Centricity Hospitality Customer Satisfaction Customers 156

Upstream Works

JANUARY 16, 2020

This is the last in a series of blog posts examining key contact center trends for 2020, and the first three lead up to this broader theme of innovation driven by Artificial Intelligence (AI). To help get you on this path, here are three core applications of AI that are gaining traction in 2020. 24/7 Self-service.

Innovation 78

Innovation Self Service Customer Journeys Contact Center 78

2020 Research

DECEMBER 5, 2023

[link] In the latest episode of Sago’s Eye on Innovation Series , we dive into the captivating world of technology and artificial intelligence and how it’s shaping the future of the market research industry. What are the new and upcoming innovations for qualitative consultants/focus group moderators?

Innovation 59

Innovation Industry Video Consulting 59

SaleMove

MAY 5, 2020

2020 is the year of Digital Customer Service (DCS). We are extremely passionate about digital-first communication and relentless in our pursuit of innovative new ways to improve how companies approach Digital Customer Service. The post Glia Recognized in 2020 Gartner Report appeared first on Glia Blog | CX Explained.

Report 56

Report Innovation Communication Technology 56

2020 Research

NOVEMBER 2, 2023

[link] Get ready for an exciting third episode of Sago’s Eye on Innovation Series, where Steve Schlesinger, Executive Chairman at Sago, joins Shannon Childs, Executive Vice President of Healthcare Client Solutions, for an engaging conversation about the fascinating world of healthcare research.

Innovation 59

Innovation Healthcare Trends Technology 59

Talkdesk

FEBRUARY 5, 2020

Do you use Talkdesk technology to drive the strategy for customer-centricity? If so, apply today for the CX Innovators Awards! Talkdesk is officially launching the CX Innovators Awards as a way to recognize and celebrate the people who push the boundaries of customer experience. The post Calling out All CX Innovators!

Innovation 56

Innovation Contact Center Return on Investment Exceptional Customer Service 56

Comm100

MARCH 20, 2024

This blog explores the decline of public trust in government, backed by data from the U.S., Similarly, in Canada, the Edelman Trust Barometer reported a drop in public trust in government, falling from 53% in 2020 to 49% in 2021. Here are 5 key strategies for to improve trust in government through digital communication: 1.

Government 196

Government Communication Self Service Chatbots 196

TechSee

JUNE 25, 2019

of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. As the technology matures, many companies will inevitably look for holistic AI solutions that unify customer and operational data to achieve the most valuable and actionable insights.

Technology 122

Technology Customer Service Contact Center Gamification 122

Beyond Philosophy

FEBRUARY 20, 2020

To facilitate efficiency, Messina says that a significant advance in chatbot technology is allowing customers to use their language to describe the problem that they’re having or what they’re looking for and programming the chatbot to respond appropriately to their concerns. He says we tend to externalize technology.

Meeting 162

Meeting Innovation Social Media Chatbots 162

Upstream Works

DECEMBER 18, 2019

There are many technology trends impacting the contact center, and as we enter a new decade, it’s only natural to think in broad terms with a longer-term time horizon. In broad terms, digital transformation is about how digital technologies give rise to new capabilities that can transform how we work and experience things.

Contact Center 78

Contact Center Trends Omni-Channel Technology 78

Thematic

DECEMBER 9, 2019

Digital transformation is the process of enhancing or changing the traditional way of doing business through the use of technology. Welcome to 2020! It’s fair to say that technology is taking over the world. When one player in the space creates an innovative solution, customers soon expect the same innovation from others.

Feedback 126

Feedback Travel Voice of Customer Hospitality 126

Bizagi

JANUARY 23, 2020

What are your plans for Intelligent Process Automation in 2020? Now, IPA is set to gain notoriety, with Deloitte hailing 2020 as “the breakout year for intelligent automation.”. Here are four ways that you can ready your business for Intelligent Process Automation in 2020.

Net Promoter Score 72

Net Promoter Score Banking Apparel Customer Centricity 72

NICE inContact

OCTOBER 30, 2019

We established the NICE inContact CX Excellence Awards Program to celebrate and honor organizations that drive creative, innovative customer interactions. The 2020 NICE inContact CX Excellence awards program recognizes customers like you, who strive for excellence. Submit Application.

Net Promoter Score 120

Net Promoter Score Conference Hotels First Call Resolution 120

Lumoa

JANUARY 9, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. Customers want unique, special and innovative.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

Oracle

NOVEMBER 9, 2020

We ‘re back with the next installment of Markies Monday, a weekly blog series designed to help you learn more about the 2020 Oracle Markie Awards and its categories, finalists, and winners. Let’s take a look at three ways the Markie finalists gained a competitive advantage through innovation. Selling is hard.

Competitive Advantage 76

Competitive Advantage Innovation Multi-Channel Banking 76

Beyond Philosophy

FEBRUARY 10, 2020

Innovation to imitation is down to weeks. Traditional growth includes improvements in functionality in a rational way, e.g., faster processors in technology, new delivery times, or improved networks or network access for telecommunications, and other things along these lines. Business Growth has been a challenge for many businesses.

Meeting 172

Meeting Hospitality Return on Investment Telecommunications 172

Circular Edge

NOVEMBER 9, 2020

As a CNC myself, I enjoyed attending and presenting on several virtual sessions that showcased the tools, technologies and approaches that others are using to simplify, automate and optimize some of the common system administration tasks and processes. PS – Check out CE’s InFocus Recap Blog for More Highlights including 9.2

Self Service 52

Self Service Resources System Tools 52

Circular Edge

APRIL 22, 2020

Source: JDE Keynote April 20 2020. This is great news for JDE customers, especially for the 70% of those polled who are already running 9.2 ( source: live poll during the JDE keynote, April 21 2020 ). as a platform for continuous innovation. Continuous Innovation with E1 9.2. JD Edwards Re-Imagined. releases.

Resources 52

Resources Innovation Roadmap Self Service 52

SaleMove

MAY 5, 2020

2020 is the year of Digital Customer Service (DCS). The post Glia Recognized in 2020 Gartner Report appeared first on Glia Blog | Digital Customer Service Explained. The post Glia Recognized in 2020 Gartner Report appeared first on Glia Blog | Digital Customer Service Explained.

Report 52

Report Communication Customer Service Customers 52

ShepHyken

JUNE 15, 2018

In a recent press release, Gartner estimated that “ 25% of customer service and support operations will integrate virtual customer assistant or chatbot technology across engagement channels by 2020, up from less than two percent in 2017 ”. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Chatbots 75

Chatbots Social Media Healthcare Study 75

Totango

MAY 5, 2020

Customer Retention Strategies in B2B for 2020 and Beyond. Use Key Engagement Metrics to Drive Iteration and Innovation. The best way to deliver those things is to ensure your enterprise is constantly striving to improve through iteration and innovation. Ultimately, customers stay because of quality and value.

Customer Retention 62

Customer Retention B2B Strategy Multi-Channel 62

Call Experts

FEBRUARY 12, 2020

AI-powered technology that addresses the needs of a changing workforce. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. More Blogs Menu. Key 2020 Trends: Cloud Contact Centers. 5 Tips on AI-Powered Phone Lines.

Contact Center 69

Contact Center Trends Call Center Customer Journeys 69

LiveChat

JANUARY 14, 2020

For those of you who are not up to speed with what CES is, it’s an annual show hosted in Las Vegas that’s been home for innovative and revolutionary technologies for over 50 years. CES2020 #SamsungCES2020 pic.twitter.com/YzwgZN1Lgw — Samsung US Newsroom (@SamsungNewsUS) January 7, 2020. It’s no different this year.

Automotive 64

Automotive Conference Travel Technology 64

Uniphore

JUNE 9, 2021

In fact, 65 percent of executives in a 2020 survey cited automation as a catalyst for modernizing legacy business practices. Here are nine important tips — our maverick moves — that can help you on the road to innovating with the best of them: Get Focused on Outcomes. What’s the difference between a result and an outcome?

Engagement 246

Engagement Contact Center How To Metrics 246

Uniphore

JANUARY 25, 2022

A blog post from Umesh Sachdev, CEO & Co-founder, Uniphore. As we’ve seen with other innovations, the more familiar people become with the technology, the more they expect to see it. As more companies incorporate emotion AI into their customer journey, customer comfort with, and subsequent demand for, the technology grows.

Healthcare 130

Healthcare Video Banking Contact Center 130

datastax

JULY 11, 2019

Cloud technology has come a long way since computer scientist John McCarthy proposed the idea of computation being delivered as a public utility back in the 1960s. . Here are the four cloud technology trends to watch out for—this year, next year, and for many years to come. . billion this year, growing 17.3% from the $175.8

Trends 92

Trends Technology eBook Government 92

CloudCherry

NOVEMBER 11, 2019

When it comes to our Finalists for CloudCherry’s 2019-2020 CX Championship, there’s no such thing! SO, without further ado, our Top TWELVE CX Champ 2019-2020 Winners are: In the Category of PRACTITIONERS-. And that, friends, is our CX 2019-2020 dazzling dozen. And we ain’t mad about it!

Leadership 170

Leadership Consulting Video Government 170

Avaya

OCTOBER 25, 2017

In fact, the market is heading towards bank branch innovation unlike anything we’ve ever seen. By 2020, it’s expected that over half of financial transactions in Europe will be made through fintech companies , a shift that’s shaping tech-driven directives like PSD2. Instead, it calls for unparalleled bank branch innovation.

Banking 58

Banking Innovation Brands Self Service 58

GetFeedback

SEPTEMBER 27, 2018

Online retailers and brick-and-mortars that embrace developing technology have been able to create customer experiences that keep consumers coming back for more. With the ever-evolving technological landscape , brands can reach customers unlike ever before. How Retailers Are Harnessing New Technology. Voice Technology.

Omni-Channel 170

Omni-Channel Retail Customer Experience Touchpoint 170

Experience Investigators by 360Connext

NOVEMBER 8, 2022

Customer experience is NOT a tool or technology or feedback system. Don’t confuse investing in a tool or technology as investing in customer experience. Managers weren’t given expectations around how to innovate around the customer experience. North Highland 2020 Survey, via Consulting.us ).

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity Strategy 110

NICE inContact

MAY 12, 2017

As each of these business functions reinvent themselves for a digital world, the impact of technologies like analytics, artificial intelligence and the Internet of Things will be felt across all of these processes. There’s every reason to believe that this reality will continue through 2020 and beyond.

Contact Center 120

Contact Center Connections Conference Case Study 120

UJET

JANUARY 22, 2020

Darcey joins UJET with a long and prestigious track record of success across both software and hardware technologies including Markforged , Cisco Meraki, and Bank of America. What are you hoping to achieve in 2020? The post A Discussion with UJET’s Chief Revenue Officer Darcey Harrison appeared first on UJET Blog.

Culture 112

Culture Roadmap Travel Banking 112

Clarivate

JANUARY 19, 2024

The Chinese economy’s future hinges on innovation, prompting increased investment in R&D in strategic technology areas such as AI, wireless communication, and biopharmaceuticals. Leveraging the advancements of technology while also maintaining the ultimate role and value of the legal professional.“

Industry 59

Industry Wireless Trends Financial 59

Circular Edge

FEBRUARY 19, 2020

Blog Credit: Andy Chase. Whether negotiating your next MSP renewal or exploring managed services for the first time, hopefully your company finds some value in this analysis as you look to realize a successful & innovative long-term MSP partnership. Warmest regards, Andy. — Andy Chase, VP – Sales, Mktg & BD.

Innovation 52

Innovation Resources Chatbots Analysis 52

GetFeedback

OCTOBER 14, 2019

In fact, a Walker study found that by 2020, customer experience will overtake both price and product as the key brand differentiator. A lack of data is one of the most limiting things that teams can experience when it comes to innovating customer experience. Find blogs, websites or communities that you trust with customer experience.

Customer Experience 220

Customer Experience How To Knowledge Base Metrics 220

Team Support

MAY 11, 2021

This blog provides the highlights from their talk. Pete introduced the session by talking about why it’s so important to shift your focus to your existing customer base, what a positive impact it will make to your recurring revenue, and how today’s innovative technologies can help. Retrieved April 1, 2020 [link].

Effort Score 98

Effort Score B2B Customer Success Metrics 98

2020 Research

FEBRUARY 29, 2024

Key Takeaways While AI technology has the potential to enhance the research process, it’s unlikely to replace human respondents entirely. AI’s Role in Research Fact or Fiction: AI technology will replace the respondent. Get a front-row seat to the latest thinking, developments, and partnerships shaping the market research industry.

Trends 59

Trends Innovation Leadership Data 59