Clarivate

OCTOBER 5, 2023

A 2020 report by McKinsey & Company found that organizations that invested in innovation during the financial crisis of 2009 outperformed the market by 10% during the crisis and by 30% in the post-crisis years. The experts point to four key areas to encourage risk mitigation, agility, and morale: people, process, data and technology.

Strategy 59

Strategy Competitive Advantage Financial Innovation 59

NICE inContact

JULY 13, 2016

Our customer, Hoveround Corporation , a leading provider of power chairs, electric scooters and other mobility solutions, chose inContact for its inbound contact center solution in 2009. How WFO can deliver efficiencies, and improve scheduling of the right skills for the right situations.

Customer Experience 121

Customer Experience Contact Center Omni-Channel ROI 121

Inbenta

FEBRUARY 1, 2024

Le décret de la Maison Blanche sur le développement et l'utilisation sûrs, sécurisés et dignes de confiance de l'intelligence artificielle, publié en décembre 2009, a été adopté par la Commission européenne.

Interaction 52

Interaction Banking ROI Policies 52

ShepHyken

AUGUST 6, 2023

The 11 Customer Service Skills You Need to Succeed in Any Industry by CX Network Editor (CX Network Editor) In the last few years we have witnessed an acceleration of technologies that remove friction from customer interactions, partly thanks to the Covid-19 pandemic. remains unchanged since 2009 while inflation reached 6.2%

Customer Service 62

Customer Service Tips e-support B2C 62

CSM Magazine

DECEMBER 6, 2021

In fact, 2021 is forecast to be one of the most treacherous holiday seasons since the Great Recession of 2008-2009. Layering on unrelenting supply chain issues , retailers must arm themselves with tools and technology that can help them post a better-than-expected season. Tip #3: Streamline Call Center Communications Technology.

Tips 97

Tips e-support Customer Journeys Contact Center 97

Forrester's Customer Insights

JANUARY 5, 2022

In February of 2009, Glenn O’Donnell (VP, Research Director) and I co-authored the CMDB Imperative when ITIL and ITSM were all the rage. Underpinning that rage was the Configuration Management DB (CMDB) which promised to deliver world peace like a pageant winner during the interview portion of the competition.

Management 49

Management Government Analysis Data 49

Alida

APRIL 5, 2017

The health care industry has frequently lagged behind other industries in terms of technology and customer service developments. Integrate technology to provide an easier, more seamless experience. Realize that people do have other choices. In both retail and health care, this is no longer the case.

Retail 154

Retail Customer Base Strategy Rewards Programs 154

ShepHyken

FEBRUARY 8, 2021

(Fast Company) As we witnessed in the 2009 downturn, if companies react quickly and organize themselves well, there are many opportunities to be gained from this crisis. It proved to be, for many businesses, an accelerator of new processes and adaption of technology/innovation.

Customer Service 94

Customer Service Self Service B2B Retail 94

Education Services Group

FEBRUARY 3, 2021

inSided’s cutting edge technology makes them an ideal partner for us,” noted ESG CEO Michael Harnum. Founded in 2009, inSided is headquartered in Amsterdam with an office in New York. For more information visit insided.com. The post ESG Partners with Customer Success Community Platform inSided appeared first on ESG.

Customer Success 52

Customer Success Self Service Knowledge Base Consulting 52

Experience Matters

DECEMBER 22, 2014

Hall joined the D-backs in May 2005 as Senior Vice President, Communications, was named president in September 2006 and CEO in January 2009. Creativity in technology. Needless to say, I really enjoyed the conversation. He proudly points to the core operating framework he adopted called the “ Circle of Success.”

Culture 313

Culture Sports Employee Engagement Leadership 313

Interactions

JULY 22, 2021

A recent study by the UK Institute of Customer Service found that complaints about poor customer service are at their highest levels since 2009. Organizations need to ensure they have technologies in place to enable their customer support staff to supply the high level of service they’re expected to provide.

Customer Service 62

Customer Service Travel Wait Times Poor Customer Service 62

Andrew Mcfarland

SEPTEMBER 24, 2022

For example, 2/8/2009 is February 8th in North America, while 2/8/2009 is August 2nd in Europe. You never know what a new technology or industry trend might bring. Cultural and language differences are another critical consideration in managing a project. This can create issues when scheduling.

Management 48

Management Resources eBook Social Media 48

Comm100

FEBRUARY 1, 2023

Comm100 Headquartered: Vancouver, British Columbia, Canada Founded: 2009 Comm100 is a global provider of live chat used by such higher education institutions as University of British Columbia, Thompson Rivers University, McMaster University, and The Open University. Article by Kate Rogerson Kate is the Content Marketing Specialist at Comm100.

Effort Score 216

Effort Score Wait Times Video Communication 216

Customer Interactions

JULY 18, 2012

Since its inception in 2009, the wireless surveillance network has been credited with solving crimes and improving response times. In 2011, the center became the first 9-1-1 center to deploy a new solution from NICE that uses screen recording technology to continuously capture surveillance video viewed on workstations in the 9-1-1 center.

Telecommunications 41

Telecommunications Technology Wireless Fashion 41

ijgolding

MAY 21, 2018

Very much led by the never-ending advancement of digital technology, the business landscape and the challenges facing it, seem to change on a monthly basis. Digital technology has led to the accessibility of products and services surpassing the product itself as a key differentiator in the buying process.

Retail 186

Retail Leadership Case Study Financial 186

CSM Magazine

MARCH 20, 2023

Since technologies and consumer behavior changed, the approach to advertisements must differ, too. That’s despite the fact that Microsoft was the first firm to use smartphone technology. The book was originally published in 2003 and re-released in 2009, but it stays relevant today as well.

Marketing 52

Marketing Social Media Advertising Case Study 52

Retently

MARCH 23, 2023

We’ve excluded industries with an extremely low average NPS, such as debt collection, as they’re unlikely to produce helpful insights for most startups and technology businesses. The antivirus software company McAfee is at the bottom of the technology industry, earning a Net Promoter Score of 2. Ready to start?

Net Promoter Score 102

Net Promoter Score Company NPS Effort Score 102

datastax

JUNE 18, 2019

I’m quite familiar with Velocity because I’ve been attending it on and off since 2009. Velocity has always been about cutting-edge technologies and this year didn’t disappoint. One of the most striking differences between this year’s conference and what I saw in 2009 is the focus on large-scale distributed applications.

Conference 63

Conference Data Management Software 63

CSM Magazine

NOVEMBER 27, 2020

The webinar participants were asked whether insurers were using technology such as chatbots and conversational AI to triage customer enquiries coming into the contact centre, so that routine enquiries could be answered via a digital assistant, allowing contact centre colleagues to focus on the most critical calls.

Insurance 98

Insurance How To Chatbots Wait Times 98

ClearAction

OCTOBER 25, 2022

While technologies and data management can improve consistency and minimize many issues, you still depend upon people to set parameters, inputs and outputs. In fact, technology deployment requires full-time management. Organizational and individual competencies are crucial for almost-automatic CX excellence. Learn More.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

Magellan Solutions

APRIL 24, 2020

It was founded in 2009 by brothers Lyndon and Jamie Cormack , who named the company after a Canadian frontier village in Saskatchewan. Slack Technologies, Inc. Though they are currently headquartered in San Francisco, California, Slack was founded in 2009 in Vancouver, British Columbia. Toronto Star. Air Transat.

Company 59

Company Banking Telecommunications Airlines 59

Customers Rock!

APRIL 14, 2010

Deborah shares with us about considerations when listening to customers, whether online or offline, and how technology plays a part. Similarly, a CMO Council study found that fifty-six percent of technology vendors perceive themselves as being extremely customer-centric, compared with only 12% of their customers.

Social Media 154

Social Media Case Study Financial Competitive Advantage 154

ClearAction

NOVEMBER 13, 2014

Its growth was initially driven by the proliferation of marketing technology and increased pressure from the C-suite to prove the value of marketing and contribute to the bottom-line. The 2006 IDC CMO Technology Benchmark Study found that the headcount allocated to MO was about 2.5%.

Marketing 62

Marketing Study Government Analytics 62

West Monroe

NOVEMBER 28, 2022

I was part of the team at Gartner that predicted the chief marketing officer would spend more on technology than the chief information officer. And we made that prediction in 2008 or 2009. And we were pretty close to nailing the timeline, but it was not about the technology. We thought it would come true in 2014 or 2015.

Customer Centricity 52

Customer Centricity Technology Call Center System 52

Forrester's Customer Insights

OCTOBER 13, 2019

It has been 10 years since Alibaba Cloud’s establishment in 2009. In just 10 years, Alibaba Cloud has become one of the world’s most fascinating and cutting-edge technology businesses. Two weeks ago, Alibaba Cloud’s Apsara Conference 2019 took place in Hangzhou, China.

Conference 28

Conference Innovation Technology Company 28

Bill Quiseng

MAY 8, 2017

The year was 1987, a time when technology was advancing at a tremendous pace. New technologies are shaping the world around us, and small businesses have a tremendous opportunity to capitalize on these advancements. As the technological complexity of customer relationships evolve, so must our approaches to them. Enter 2017.

CRM 98

CRM Customer Relationship Management Customer relationships Social Media 98

Forrester's Customer Insights

NOVEMBER 7, 2021

Double 11 or Singles’ Day, the world’s largest online shopping festival that is bigger than Black Friday and Cyber Monday combined, has been consistently smashing mind-blowing gross merchandise value (GMV) records year by year since 2009.

Loyalty 26

Loyalty Sales Retail B2C 26

Optimove

OCTOBER 20, 2022

The Great Recession of 2007-2009 was spurred by the housing bubble in the U.S. Today, marketers have unprecedented tools and technology compared to 2007. Marketers have weathered economic downturns in the past. It was followed by a protracted recovery.

Customer relationships 52

Customer relationships Consumers Marketing Social Media 52

NobelBiz

FEBRUARY 14, 2019

The Truth in Caller ID Act of 2009 prohibits anyone from transmitting misleading or inaccurate caller ID information (“spoofing”) with the intent to defraud, cause harm, or wrongly obtain anything of value. The proposed rules would enable the agency to address consumer concerns about unwanted text messages and scam calls from overseas.

Call Center 52

Call Center Consumers Communication Tools 52

AWS Machine Learning

JUNE 15, 2022

Great purchase though!", "overall": 5.0, "summary": "Heavenly Highway Hymns", "unixReviewTime": 1252800000, "reviewTime": "09 13, 2009" }. Prior to joining AWS, he led a multi-discipline innovation technology team with ML engineers and software developers for a top global firm in the market and advertising industry.

Data 76

Data Analysis Advertising Groups 76

CSM Magazine

DECEMBER 5, 2017

Technology related to voice recognition will be most impactful in 2018. Technologies such emotion-engines, which help analyze input to determine customers’ emotions could help personalize interactions and may prompt a seamless transfer to a customer service professional as a next step. Voice Recognition. Emotional Detection.

Self Service 80

Self Service Customer Service Gamification CRM 80

CSM Magazine

FEBRUARY 7, 2023

We saw this in the last big recession spanning 2007-2009. Others who learned from the past will continue to invest in new CX technologies. As we enter this period of economic uncertainty, there is a growing concern that organisations will hunker down and focus solely on cost-cutting tactics and operational efficiency.

Self Service 52

Self Service Customer Experience Gamification Analytics 52

Gainsight

NOVEMBER 1, 2022

Over the past few years, SaaS’s purpose-built technologies and strategies have helped our industry withstand the ups and downs of the market. In fact, I believe a tremendous amount of opportunity can be mined from these chaotic times. Here’s why SaaS, in particular, is uniquely positioned to help us change the recession narrative.

B2B 52

B2B B2C Software Customer Success 52

Optimove

MARCH 3, 2022

It’s true in almost every field, technology and business included. The position of the innovator is one we at Optimove have known very well since the company was founded in 2009 – which makes us a proud member of a small group of companies that paved the way on which the CRM Marketing industry is racing nowadays.

Data 52

Data CRM Fashion Analytics 52

CSM Magazine

MARCH 13, 2020

Differentiated customer experience – Contact center technology expert, Kate Leggett, VP and Principal Analyst at Forrester Research, asserts that while customers prefer self-service for getting quick answers and completing routine tasks, they will call an organization if the matter is more complicated.

Self Service 64

Self Service Chatbots Contact Center Policies 64

Eptica

JUNE 20, 2018

hours per day online , up from just 3 hours in 2009. Integrated and easy to escalate Some online queries are straightforward and should be simple to answer through technology. hours per day online , up from just 3 hours in 2009. That’s more time than is spent watching TV or in physical shops.

Self Service 58

Self Service Customer Experience Knowledge Base Consumers 58

ReviewTrackers

APRIL 27, 2017

It’s the end of the month, so that means this weeks’ Customer Insights focuses on four different industries: banking, hospitality, healthcare, and technology. at the Cleveland Clinic from July 2007 to July 2009, according to Managed Healthcare Executive. Technology in Insurance. Reviews Hint at Illegal Practices.

Healthcare 50

Healthcare Insurance Hotels Hospitality 50