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. Consistent innovation is the greatest invention for all generations.”. Shep Hyken. I know it sounds confusing, but this is what actually Internet of things can do to users.

Government 89

Government Technology Trends Social Media 89

SurveySensum

NOVEMBER 16, 2023

Brand Example SurveySensum smartly uses on-page surveys to get user opinions while they’re using the platform. Side Tab Surveys Adding side tab surveys to your website is a savvy strategy to gather important customer feedback with minimal disruption. Brand Example Zonka uses side tab surveys to gather and analyze the feedback.

Feedback 52

Feedback Strategy Social Media Survey 52

Upstream Works

JULY 16, 2021

To address this, contact center leaders need to think about innovation and emerging technologies like Artificial Intelligence (AI) and how cloud-based contact center solutions enable them to keep pace. Here are three examples to illustrate. Most forms of innovation result in small improvements that still add value.

Contact Center 78

Contact Center Innovation Self Service Customer Journeys 78

Optimove

DECEMBER 28, 2023

The Big Picture: With 2023 in the books, it’s time to pave the way for continued innovation and more meaningful customer connections in the year ahead. For example, OptiGenie’s Generative AI Insights, allows marketers to instantly uncover valuable information about their business, audiences, and campaigns in a familiar chat interface.

CRM 69

CRM Marketing Social Media Analysis 69

NICE inContact

JULY 7, 2017

The pace of business innovation moves at speeds that were unfathomable just 20 years ago. I grew up in this innovation-hungry generation, the millennials, who have developed a need for cool products and services, offered at a fast pace, while getting the most value. Here’s a great example.

Meeting 137

Meeting Customer Service Contact Center B2C 137

Chadwick Martin Bailey

APRIL 29, 2020

Originally developed in the tech and innovation space, it’s applicable to a broad range of behaviors. Let’s take, for example, the ongoing run on toilet paper. So Fogg’s model helps explain what’s going on with toilet paper, but how can it help us predict what will happen post-COVID-19 for the many industries facing disruption?

Tourism 103

Tourism Consumers Travel Policies 103

Bizagi

FEBRUARY 25, 2020

A typical example of a use case for Intelligent Process Automation is a situation where organizations need to bring data to customers, but manual tasks take up significant time, such as insurance claims processing or automating customer requests. Intelligent Automation: The new way to innovate.

Banking 117

Banking Technology Insurance System 117

AWS Machine Learning

JANUARY 26, 2024

We also discuss common security concerns that can undermine trust in AI, as identified by the Open Worldwide Application Security Project (OWASP) Top 10 for LLM Applications , and show ways you can use AWS to increase your security posture and confidence while innovating with generative AI.

Government 120

Government Training Data Policies 120

CustomerGauge

JULY 20, 2017

The technology industry has been continuously disrupting and leading markets when it comes to innovations and customer experience. Companies like Apple, Dropbox, Cisco, HPE Software and Veeam Software have served as real examples to other businesses for customer-centricity and above all business growth.

NPS 99

NPS Industry Technology Customer Centricity 99

BirdEye

JULY 10, 2023

In this blog, you’ll learn how to leverage competitive intelligence effectively keeping you one step ahead in your market. A rigorous competitor analysis sets the stage for your sales team to adopt innovative ideas, exploit new trends, and mitigate risks, empowering a more proactive approach to market changes.

Social Media 94

Social Media Competitive Advantage Analysis Financial 94

Experience Investigators by 360Connext

JULY 30, 2018

Allow me to share a few recent examples from my consulting and speaking work , and see if you recognize anything in your organization. They loved your innovation. It’s not so cute anymore because there are other disruptive innovators wooing these customers away. It’s time to innovate. And quickly!

Customer Experience Design 137

Customer Experience Design Customer Experience How To Banking 137

AWS Machine Learning

NOVEMBER 16, 2023

This is a joint blog with AWS and Philips. Philips is a health technology company focused on improving people’s lives through meaningful innovation. All these capabilities are built to help multiple lines of business innovate with speed and agility while governing at scale with central controls.

Healthcare 86

Healthcare Government Innovation Training 86

Natalie Petouhof

AUGUST 15, 2022

At the outset of Chapter 3, the authors make clear that when disruption happens, “situations never become crises overnight.” Instead, the authors contend that businesses built around “human empathy and integrity” will catch the warning signs early enough to adapt effectively to disruption. There are always warning signs.

Customer Centricity 52

Customer Centricity Advertising Culture Technology 52

ViiBE Blog

AUGUST 31, 2020

They have adapted to the remote work trend and taken advantage of the tech innovations available to sustain operations across the value chain. As an example, QIMA is an organisation whose business is based on quality control. The Covid-19 crisis has disrupted every process in our lives. Staying adaptable for the future.

Company 98

Company Omni-Channel Self Service Travel 98

Lumoa

OCTOBER 31, 2018

Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. Much of the improvement has been driven by advancements in product innovation and digital technology. ChipRBell | blog “We will continue to struggle with the proper balance between technology and people.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

SaleMove

MARCH 12, 2021

Failure to innovate and keep pace with competitors has been the demise of many great businesses. Those that ignored that crazy computing fad, the overhyped Internet trend or that fleeting cloud craze, for example. In fact, today’s technology is only accelerating the innovation cycle, making complacency an even bigger threat.

Contact Center 97

Contact Center Self Service Customer Care Innovation 97

Experience Investigators by 360Connext

JULY 30, 2018

Allow me to share a few recent examples from my consulting and speaking work , and see if you recognize anything in your organization. They loved your innovation. It’s not so cute anymore because there are other disruptive innovators wooing these customers away. It’s time to innovate. And quickly!

Customer Experience Design 110

Customer Experience Design Customer Experience How To Banking 110

North Highland

JULY 10, 2019

Like the advent of Generation Z in the workplace, 5G will carry a disruptive ripple effect, starting with telecom and cascading across the wider consumer and business worlds. 5G is likely to bring even more disruption to industries than 4G, and at an even faster pace. This blog was co-authored by Darya Mishyna.

Wireless 49

Wireless Video Entertainment Innovation 49

Eptica

JUNE 16, 2020

Every organisation has different requirements and needs to make its own choice, but for those considering a switch, this blog post outlines four key benefits of moving from on-premise to the cloud. Manage costs and enable innovation The economic damage caused by the pandemic is likely to be long-term and widespread.

Travel 63

Travel Innovation Omni-Channel System 63

Michelli Experience

APRIL 18, 2017

I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. For example, most of us are reserving a seat on a plane subject to a number of conditions (arrival time at the gate, weather conditions, and even oversold situations). Appreciate the impact of customer care.

Airlines 230

Airlines Travel Transportation Customer Centricity 230

Beyond Philosophy

NOVEMBER 8, 2018

The emerging businesses have been disrupting established companies that have been operating in the same way for 30 years. It has forced these old businesses to innovate, to re-establish relevance, and to compete with the new businesses. For example, I often bring up the case of the type of food you eat at Disneyland.

Customer Centricity 154

Customer Centricity Conference Transportation Consulting 154

Oracle

JULY 14, 2020

The current pandemic is a clear example of a disruption that, in many cases, is accelerating trends that were already happening. Richard Crone, CEO of Crone Consulting, estimated in a blog from the National Retail Federation that the use of contactless payments have grown by 20% since the beginning of the pandemic.

Trends 111

Trends Customer Experience Wireless Consumers 111

Thematic

DECEMBER 9, 2019

Here is proof from Google trends showing the growing popularity of the search term “digital transformation”: There are some great examples of digital transformation already happening in industries that aren’t typically digital-first. In this article, we’ll look at some of these examples. Let’s take as an example Princess Cruises.

Feedback 126

Feedback Travel Voice of Customer Hospitality 126

Avaya

FEBRUARY 25, 2019

As a recent Avaya blog highlighted , research indicates that 81% of US online adults use smartphones daily or more often, 57% are extremely heavy users of smartphones, and 40% of US online adults ages 55 to 64 are likely to get more mobile. It also expands the range of customers’ digital interactions while conquering geo-location issues.

Customer Experience 54

Customer Experience Contact Center Transportation Innovation 54

Andrew Mcfarland

SEPTEMBER 23, 2022

For example, a business development pro might call a chance once and send a follow-up email. Creating a blog and social profiles are effective ways to increase credibility. For example, a business development team might examine the possibility of selling a product or service in the United States and Brazil.

Competitive Advantage 48

Competitive Advantage Touchpoint Meeting Sales 48

Bizagi

JULY 4, 2019

A typical example of a use case for Intelligent Process Automation is a situation where organizations need to bring data to customers, but manual tasks take up significant time, such as the insurance claims processing or automating customer requests. Intelligent Automation: The new way to innovate.

Banking 95

Banking Technology Insurance System 95

BirdEye

NOVEMBER 15, 2023

This blog summarizes a discussion between Dave Lehman, COO of Birdeye, Uday Ghatikar, Field CTO of Google Cloud, and Kiran Bellare, Head of Product Management for AI at Google Cloud, on how businesses can leverage Google to stay relevant in a competitive market. Booking appointments, for example. Kiran: Sure. So that’s one.

Brands 111

Brands Data Technology Consumers 111

Alida

AUGUST 27, 2018

Health care is no longer different than many consumer-driven industries in that it’s not immune to disruption. There needs to be a general agreement among all major players in your organization that delivering patient-centric care is a priority,” wrote Bennett in a recent blog post. Having a champion of patient-centricity can help.

Hospitality 95

Hospitality Retail Leadership Study 95

SurveySparrow

NOVEMBER 1, 2021

Well, because everyone wants a great career, especially after the disruptions from the pandemic. Googling hr influencers on the internet will give you boatloads of advice and tips from experienced HR professionals in blogs, social media posts, videos, carousal, and whatnot. It’s great to see 2021 not being the same.

Social Media 98

Social Media Tips Conference Leadership 98

Integrate.ai

MARCH 19, 2020

An uncertain road ahead While Google maintains that eliminating third-party cookies will make browsing the web more secure, for the countless businesses that use cookies to facilitate their advertising, it promises to be a major disruption. Practically speaking, that means the company is giving itself an advantage over other advertisers.

Advertising 52

Advertising Course Consumers Innovation 52

Eptica

FEBRUARY 6, 2019

Fast forward ten years and all of these have been displaced by Apple, Google, Microsoft, Amazon and Facebook This disruption is continuing across most industries. For example, automotive and oil companies need to transform to deal with the rise of electric and autonomous vehicles, while banks face competition from nimble fintech upstarts.

Automotive 73

Automotive Social Media Contact Center ROI 73

North Highland

JULY 10, 2019

Much like Generation Z’s entry to the workplace, 5G will undoubtedly be disruptive both within telecom and the wider world of business. Harvest a culture of creativity and innovation. Customers will not be willing to pay the higher price of 5G unless they see a reason to do so – so innovating to yield new sources of value is critical.

Government 60

Government Culture Innovation Consulting 60

Beyond Philosophy

MAY 23, 2019

He discusses Customer Experience and how companies can disrupt an entire industry just by making things easier for customers. Dooley says Amazon is the prime example (!) of an organization that is successful at disruption. Dooley says a great example of this comes from GE under the leadership of legendary CEO Jack Welch.

How To 79

How To Transportation Retail Ecommerce 79

Avaya

NOVEMBER 6, 2018

AI technologies like machine learning, cognitive computing, and natural language understanding have become urgently important for leading disruptive digital transformation (something only 19% of companies believe they’re doing , according to IDC) to drive next-gen customer and business outcomes. Our webinar attendees certainly agreed.

Contact Center 57

Contact Center Knowledge Base CRM Technology 57

SaleMove

AUGUST 16, 2018

Digital transformation of customer service is a rigorous exercise—one thought to be time consuming, expensive and disruptive—and getting stakeholder buy-in can be a challenge. For example, in its report, PwC notes that a majority of customers are willing to pay up to 16% more for products and services if it comes with great service.

Culture 102

Culture Exercises Omni-Channel Chatbots 102

Avaya

JUNE 7, 2016

Platform innovation allows companies to disrupt the status quo for their business, their industry. Amazon, Zappos, Google, Uber are just a few of the success stories that embrace platform innovation and launched massive disruptions. The platform we created for business communications innovation is Avaya Breeze ™.

Innovation 40

Innovation Self Service Contact Center Customer Satisfaction 40

Second to None

FEBRUARY 6, 2019

In his recent blog post, Colin Shaw expressed his concern about the precarious fate of CX and hypothesized the reason for the unimpressive statistics. [2] Shaw argues that in order to see tangible improvements in customer experience, companies must be willing to disrupt the status quo of their organization. 2] His take? 1] [link]. [2]

Customer Experience 67

Customer Experience Voice of Customer Innovation Course 67