NICE inContact

AUGUST 23, 2019

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. Ironically, while both generations can be difficult to engage, they are always connected.

Contact Center 137

Contact Center Gamification Management Social Media 137

NICE inContact

AUGUST 23, 2019

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. Ironically, while both generations can be difficult to engage, they are always connected.

Contact Center 136

Contact Center Gamification Management Social Media 136

NetBase

JANUARY 28, 2020

Like us, Quid has a client-first focus, is deeply connected to technology, driven by purpose and acts as a leader in the evolving consumer and market data analytics landscape,” said Peter Caswell, Chairman & CEO of NetBase. “We Leadership View: The NetBase Quid Difference. And reach out with any questions! ABOUT NETBASE. ABOUT QUID.

Social Media 124

Social Media Airlines Analytics Leadership 124

Brandwatch CX

FEBRUARY 23, 2024

4/ Identify Advocates and Thought Leaders Possibly the biggest benefit of monitoring social media is fostering strong connections with brand champions and those who are most influential in the industry. It was only in 2010 when they had social data insights and enough confidence to launch a new router via social media channels alone.

B2B 59

B2B Brands Social Media Wireless 59

Second to None

SEPTEMBER 25, 2018

Any brand that hopes to connect with consumers is must reckon with the powerful nature of public scrutiny in the digital age. The connectivity between brands and consumers offered in the Internet age has integrated brands into the daily routine of our lives.

Consumers 109

Consumers Brands Social Media Voice of Customer 109

Brandwatch CX

FEBRUARY 23, 2024

4/ Identify Advocates and Thought Leaders Possibly the biggest benefit of monitoring social media is fostering strong connections with brand champions and those who are most influential in the industry. It was only in 2010 when they had social data insights and enough confidence to launch a new router via social media channels alone.

B2B 52

B2B Brands Social Media Wireless 52

NICE inContact

SEPTEMBER 11, 2018

Founded in 2010, as TechStyle Fashion Group expanded and added new brands to its portfolio, customer service infrastructures were siloed – no overarching system supported synergy between brands. The study analyzed the impact of moving to the cloud for several companies, including fashion retailer TechStyle Fashion Group.

Contact Center 120

Contact Center Virtual Agent Net Promoter Score Self Service 120

Team Support

JANUARY 9, 2024

Once the platform opened its doors to a broader audience, businesses recognized the opportunity to connect with a large and diverse user base. Companies began using Facebook for marketing and promotion shortly after the platform expanded beyond college students and was opened to the general public in September 2006.

Technology 59

Technology Chatbots Call Center Social Media 59

AskNicely

AUGUST 17, 2018

In a recent webinar on The Competitive Advantage of a Customer-Obsessed Culture , Michelle Ruch, Customer Success Operations Manager at Zapproved said, “We’ve had an NPS program since 2010, so we’re coming up on eight years of having a (customer-centric) program that’s been in place.

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

CSM Magazine

FEBRUARY 27, 2024

Bitcoin investments became popular around the second quarter of 2010 when some companies began accepting Bitcoin payments along with fiat money. This implies you must be connected to the news, communicate with worldwide investors and be up-to-date with the latest technological changes that you might not have time for anything else.

Guidelines 52

Guidelines Strategy Marketing Technology 52

TechSee

JUNE 16, 2022

Due to his level of expertise, Jim has been featured in numerous publications, including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter. His specialty is exploring the connection between customer service and technology.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

CSM Magazine

FEBRUARY 28, 2023

This unique demographic encompasses both Gen Z, those born from the mid-1990s onwards, and Gen Alpha, those born from 2010 onwards. Social media has become a cornerstone of Gen Zalpha’s lives, providing them with an easy way to connect and communicate with their peers.

Customer Service 52

Customer Service Social Media Entertainment System 52

CSM Magazine

JUNE 27, 2023

Agents are often the only human connection brands have with their customers and prospects. This capital will enable Zenarate to advance its goal of powering human connections through technology, using the most advanced natural language AI to help versus replace agents in our increasingly digital world.

Training 59

Training Telecommunications Healthcare Insurance 59

Alida

JULY 28, 2016

By 2010, the term “big data” had entered the common lexicon. Big data can offer some answers, but continual human-to-human connections are required to fully understand the rapidly evolving marketplace. And that’s where human intelligence comes in—human-to-human connections that provide a company with insight it can get nowhere else.

Data 100

Data Social Media Analytics Entertainment 100

ijgolding

MARCH 20, 2017

It is important to stress that the ‘tips’ are in no particular order – tip number four is no less important than tip number one – although all the tips are connected to each other in some way. As I now move on to tip number four, the connection between the tips becomes clear. Too many organisations try and ‘DO’ things to their people.

Engagement 164

Engagement Customer Experience Customer Centricity Tips 164

Confirmit

JANUARY 14, 2020

For example, the 2010 Haiti earthquake, Hurricane Matthew in Haiti, Hurricane Maria in Puerto Rico, Hurricane Irma in the Caribbean and the more recent Central Mexico earthquake have caused widespread and catastrophic damage, and thousands of deaths.

Healthcare 52

Healthcare Case Study Study B2B 52

ijgolding

DECEMBER 9, 2014

A few years ago (I think it was 2010), I purchased a pair of Converse trainers from online retailer JD Williams. Marketing emails have actually become as big a certainty as anything else in the continuously connected world we now live in – and that brings me nicely back to the subject of this blog post.

Hotels 212

Hotels Customer Retention Retail Communication 212

Thematic

DECEMBER 9, 2022

This re-focus of strategy saved them as a brand and was an onramp to more CX innovation - which tripled their annual revenue in 2010. Progressive companies stay connected to customer needs, and use these insights to inform investment decisions. It's a balancing act between cutting costs and investing to spur growth.

Customer Satisfaction 71

Customer Satisfaction Fashion Feedback Social Media 71

Kayako

OCTOBER 29, 2015

The birth of mainstream outsourcing: 2000 – 2010. In his book, The World is Flat , Tom Friedman showed that the world in the early 2000s was becoming more connected than ever thanks to economic change. Slowly coming back home: 2010 – 2015.

Poor Customer Service 120

Poor Customer Service Feedback Metrics Customer Service 120

Storyminers

FEBRUARY 17, 2021

When it comes time to rebuild the severed connections and broken systems, we will need to make sure that we don’t end up with more of the same. Mike : Yes, that connects. Akos : Yes, stories to connect on an emotional level. If you want people to change and to build momentum, you have to connect on that emotional level.

Groups 147

Groups Government Travel Tools 147

Experience Matters

MAY 6, 2015

During the Spring of 2010, my wife Karen & I had a “crazy” idea… let’s create a non-profit professional association for the people who call themselves customer experience professionals. The CXPA is a very special organization, which is built on a concept that I call M2M (Member-to-Member).

Customer Experience Professionals 120

Customer Experience Professionals Government Customer Experience Connections 120

Chadwick Martin Bailey

JANUARY 14, 2020

Most articles looking back at the 2010’s mentioned the massive evolution in how we consume entertainment and the onset of the streaming wars. conversation; social connection; a sense of belonging). Opportunities to help fans of these series express themselves and connect with each other (e.g., Welcome to 2020!

Entertainment 101

Entertainment Brands Connections Consumers 101

Vonage

FEBRUARY 28, 2017

Nearly half of the companies that were at the top of the Fortune 500 in 2000 were no longer there in 2010, research showed. The latest generation of consumers — often referred to as Generation C — is more connected than any before it.

Omni-Channel 120

Omni-Channel How To Social Media Culture 120

Daniel Group

SEPTEMBER 16, 2020

Humor in Customer Experience can be the bridge to making an emotional connection to your customers. This “disconnect” causes you to stop focusing on the immediate task and, instead, to shift toward an emotional response (see “On the Brain” newsletter from Harvard Mahoney Neuroscience Institute, Spring, 2010).

Customer Experience 98

Customer Experience Customers Meeting Groups 98

NetBase

JUNE 4, 2020

It’s hard to imagine that a feature like this hasn’t been available until the middle of last year, especially since the platform has been around since 2010. From connecting with friends to reading news articles, to joining groups to connect with likeminded people. It should have been available all along. And now, shopping.

Social Media 70

Social Media Ecommerce Retail Consumers 70

NetBase

NOVEMBER 19, 2018

Storytelling has become such a crucial cornerstone of connecting with consumers that multiple brands and agencies – including GoDaddy , Intermark Group , IMAX , and Taco Bell – spoke about it at our NetBase LIVE October conferences. Stories that Grab Consumers by the Heart. Dominos UK is a great example of this.

Social Media 83

Social Media Marketing Conference Analytics 83

Maru Group

NOVEMBER 29, 2021

As a result, they missed a market opportunity to connect with consumers on a topic that influences their behavior. Missing an opportunity She stated that the biggest misstep she has seen was brands fearing to tell their sustainability story and the positive actions they had taken for fear of not being perfect.

Consumers 52

Consumers Brands Conference Financial 52

NetBase

AUGUST 11, 2020

Recorded music revenues had flatlined in 2010 after ten years of steady decline. Desperate times call for creative measures; and artists are exploring every opportunity to maintain connections with their audiences. Later, digital downloads took over becoming the preferred method of music consumption as the internet got its legs.

Social Media 90

Social Media Consumers Trends Video 90

Avaya

NOVEMBER 7, 2018

In 2010, the idea was comical. At a time when it’s incredibly easy to oversubscribe to communications, organizations must be careful not to connect employees to the point of counterproductivity (which is exactly where WUPHF goes wrong). Yet this is a delicate balance to strike. Context-Driven Communications.

Communication 71

Communication Guest Experience Hospitality Healthcare 71

Storyminers

JANUARY 2, 2018

Rev, started in 2010 , creates value for its clients, employment for its staff, and profit for its shareholders. Rev uses smart routing to connect the transcription job to the right person. Rev , a translation/transcription service that now employs thousands of at-home workers, is one of them.

Transportation 100

Transportation Strategy Tools Consulting 100

Comm100

AUGUST 17, 2022

So, I see companies have been investing, I’m going to say around 2010, which is just a little over 10 years ago, there are all kinds of reports that came out that said, by 2020 customer experience would be not only one of the most important differentiators, but this is where companies would spend a lot of their money.

Meeting 176

Meeting How To Airlines Virtual Agent 176

Quadient

DECEMBER 8, 2021

With 10-15 years between refreshes, there’s potential for missed opportunity in connecting yesterday’s needs to today’s. When you started, you thought you had to solve the 2010’s problems. The impacts of CCM deployments span more than a decade from an enterprise implantation perspective. And you did.

Software 52

Software System Social Media Innovation 52

AskNicely

JUNE 18, 2015

You read complaints in the newspaper, you see them on the news and in the connected society we have become, customer service needs to stop being an afterthought. Live chat was the revolution of 2010; customer support platforms rose in popularity in 2013, and we’re due for a new customer service revolution. Our favorites?

Customer Service 170

Customer Service Net Promoter Score NPS Customer Centricity 170

Quadient

DECEMBER 16, 2021

and Section 508 of the Americans with Disabilities Act, but also to use best practices in clear language, by adhering to the Plain Writing Act of 2010. brings best practices from several leading state government implementations by requiring connectivity across multiple agencies. Facilitating multi-agency experiences.

Government 52

Government Customer Experience Multi-Channel Healthcare 52

AWS Machine Learning

APRIL 16, 2024

AWSTemplateFormatVersion: "2010-09-09" Transform: AWS::Serverless-2016-10-31 Description: CloudFormation template for book hotel bot. He helps customers in achieving their desired business outcomes in the Contact Center space by leveraging Amazon Connect, Amazon Lex and GenAI features. Resources: # 1.

Management 89

Management Hotels Resources Policies 89

Avaya

MARCH 23, 2017

So much so that nearly 90% of companies now compete solely on CX —a drastic increase from 36 % in 2010—and 50 % of consumer product investments are expected to be redirected to CX innovations—like attribute matching—by the end of this year. Driving Contextualization with Attribute Matching. sales, service, support). Contact us.

Apparel 61

Apparel Contact Center Call Center Omni-Channel 61

Horizon CX

APRIL 4, 2019

Bosworth and Holland have also published a more updated version of the concept in a book published in 2010 titled Customer-Centric Selling, Second Edition which is worth checking out as it addresses more of the current trends in the digital sales and business environment. Sound familiar?

Customer Centricity 100

Customer Centricity Sales Communication Customers 100