TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. In 2015, that’s all subject to change - and rightfully so.

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Retail Culture 80

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Rick Meyreles (VP – Global Voice of Customer, World Service at American Express), Jen Rodstrom (CX Transformist at Temkin Group), and Bruce Temkin (Managing Partner & CX Transformist at Temkin Group). Clarabridge. NICE Systems. Rant & Rave.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Oracle

DECEMBER 11, 2019

As 2019 draws to a close and a new year and a new decade are nearly upon us, we’re looking back at the year’s biggest AI innovations. Here’s a closer look at key innovations in AI that made a splash in 2019 and set the stage for future innovation in 2020 and beyond. AI changes how we manage our money.

Innovation 52

Innovation Sports Financial Healthcare 52

Natalie Petouhof

FEBRUARY 28, 2016

announced substantial enhancements to its Verint Workforce Optimization ™ software designed to help contact center, back-office and branch operations better manage the performance of employees and operations. Performance management is a practice and culture that applies to individuals, teams and departments.

Innovation 40

Innovation Gamification Management Comparison 40

CSM Magazine

OCTOBER 16, 2023

Romeena Kazi, IT Support Manager at Breast Cancer Now comments, “We had multiples of everything, two reception numbers, numerous fundraising numbers, two help service desk numbers so we had to merge and port numbers into a single telephone system to simplify our telephony for employees and customers.”

Consulting 52

Consulting System Customer Care Innovation 52

Clarivate

FEBRUARY 3, 2022

Designed in 2015 to be a “blueprint to achieve a better and more sustainable future for all,” the United Nations’ Sustainable Development Goals (SDGs) have caught the attention and the imagination of the research community. At Clarivate, sustainability is woven through every part of our business strategy.

Government 98

Government Analytics Innovation Analysis 98

Michelli Experience

AUGUST 31, 2016

For the purpose of this blog let’s just focus on two elements of the Domino’s pizza delivery innovation. The first started in 2015 when Domino’s began testing driverless delivery vehicles (something Domino’s calls DRU – Domino’s Robotic Unit ). Let your innovation take flight! Oh, it’s DRU.

Technology 189

Technology Travel Innovation Study 189

Kayako

MARCH 21, 2022

One study found that the brands that provide the best customer experiences achieved 17% compound growth between 2010 and 2015. Developing a customer success management solution is essential to customer service excellence. Innovative companies can turn this into a competitive advantage by screening applicants for valuable soft skills.

Customer Service 292

Customer Service Social Media Ecommerce Competitive Advantage 292

Steve DiGioia

JULY 3, 2017

Pursuing excellence, customer centricity and continuous improvement are obsolete; so says Sampson Lee in his 2015 article “ Turn Upside Down How PAIN is Perceived in Innovating CX and Brand Management”. This original article was written by Steve DiGioia.

Customer Centricity 149

Customer Centricity Innovation Brands Examples 149

Alida

AUGUST 3, 2016

We’ve already outlined what the Summit has in store for marketing , customer experience , innovation and research pros—but we haven’t shared what past attendees gained from the experience. Julie Murtha (@JulieMurtha) October 22, 2015. Lee Stephen (@LWStephen) October 22, 2015. Pia Chin (@piachin) October 22, 2015.

Customer Centricity 100

Customer Centricity Innovation Tips Insurance 100

Magellan Solutions

FEBRUARY 5, 2024

Outsourcing offers flexibility in service selection: companies can outsource specific IT functions such as application management, software development, testing, system administration, or technical support. Managed Services: Service providers manage tasks remotely or by placing staff on-site without transferring employees.

Competitive Advantage 52

Competitive Advantage Innovation Government Resources 52

Tricia Morris

OCTOBER 1, 2015

The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. The post 2015 Global Customer Service Report: Customer Expectations and Location, Location, Location appeared first on Parature.

Self Service 40

Self Service Customer Expectations Report Customer Service 40

Steve DiGioia

APRIL 27, 2020

Throughout my hospitality career, I’ve heard countless managers say, “ That’ll be ok, it will work ” or “ Let’s do it this way, try it. The most innovative improvement ideas often come from the employees who are working on the front line and problem-solving daily. Innovators know this. Copyright © 2015-2020 Steve DiGioia. ?

Customer Journeys 227

Customer Journeys Hospitality Innovation System 227

Experience Matters

MARCH 1, 2015

This week, I attended the annual MIT Sloan Sports Analytics Conference , Once again, I really enjoyed hearing players, owners, general managers, members of the press, and experts discuss two of my favorite topics: #sports and #analytics. Here are 11 highlights from the sessions that I attended: 1) The Van Gundy family is entertaining.

Sports 120

Sports Conference Analytics Social Media 120

Natalie Petouhof

JANUARY 24, 2016

Tweet DMN and The Hub have combined forces this year to present the Marketing&Tech Innovation Awards, which honor the most innovative strategies, platforms, and people in marketing today. Analytics Innovation. Content Marketing Innovation. Email Marketing Innovation. Mobile innovation. Social innovation.

Innovation 40

Innovation Marketing Social Media Omni-Channel 40

Alida

JULY 11, 2017

Forrester found that on average, digital retail managed to deliver slightly better customer experiences than traditional retail. In fact, traditional retail improved much faster than digital, with robust 40 percent of traditional retailers’ CX Index scores rising from 2015 to 2016, while only 18 percent of digital retailers improved.

Customer Experience 183

Customer Experience Effort Score Omni-Channel Retail 183

TechSee

JANUARY 25, 2023

Just one negative interaction with a technician can spoil a company’s reputation, so field service management must continuously find ways to meet growing expectations for quicker resolutions, shorter arrival times, and better overall customer experiences. Bob is also an author: see his site [link] feinerbook.com.

Management 41

Management Automotive Leadership Effort Score 41

Tricia Morris

JULY 23, 2015

In the new 2015 State of Multichannel Customer Service Report , 98% of U.S. The Customer Service Innovation Award is designed to develop original and inventive use cases which take advantage of cloud first, mobile first, and internet of things scenarios. Read more about the app here.).

Innovation 40

Innovation Customer Service CRM Customer Service Representative 40

Gainsight

APRIL 26, 2023

Pulse Crossing the Pond to Europe We also have fond memories of Pulse 2015, the first year Pulse took over the world. With events across the globe connecting CS, Product, and Community professionals from all walks of life, Pulse Europe has become a home for innovation, education, and Human-First connections. Well, London, anyway.

Industry 52

Industry Conference Fashion Customer Success 52

Customer Bliss

JULY 4, 2017

They won CX Innovation Awards in both 2015 and 2016, so he seemed like a great person to bring on and discuss what he’s doing with his team — and how/why. Sandy Spring Bank received the 2015 CX Innovation Award given to the top 5 organizations globally by the Customer Experience Professionals Association.

Banking 143

Banking Leadership Net Promoter Score Customer Journeys 143

Tricia Morris

AUGUST 28, 2015

The 2015 Microsoft Partner Customer Service Innovation Award, announced on Wednesday, August 19, at the Microsoft Dynamics US FY16 Kick Off event, showcases the service innovations that partners can envision and design in a single week, with Webfortis’ “Relay” use case selected as the winner of this year’s award.

Innovation 40

Innovation Customer Service CRM eBook 40

Kustomer

DECEMBER 4, 2019

Series E funding round is led by Coatue with participation from existing investors Tiger Global Management and Battery Ventures. This latest round of financing was led by Coatue with participation from current investors Tiger Global Management and Battery Ventures. “We

Customer Service 98

Customer Service Omni-Channel CRM Exceptional Customer Service 98

Natalie Petouhof

FEBRUARY 14, 2016

Tweet At the NRF Retail’s BIG Show , Adobe introduced several solution innovations for the Adobe Marketing Cloud that help retailers unify data, rich content, and campaign management into one platform. Online sales the week prior to Christmas saw tremendous growth. The Holiday season made up 28% of annual online sales.

Retail 40

Retail Innovation Report Trends 40

Kustomer

DECEMBER 5, 2019

So in 2015, my co-founder, Jeremy, and I started Kustomer to transform the customer service experience by making it more personal as well as less stressful and time consuming. These innovations will further extend our technical advantage over outdated, legacy solutions and more importantly help our clients and their agents succeed.

Customer Service 98

Customer Service e-support Omni-Channel Exceptional Customer Service 98

ijgolding

MAY 6, 2020

It is a post that demonstrates how hard work, collaboration, resilience, innovation and fun, can combine to power the transformation journey. Budapest Bank had actually started its customer experience program at the end 2015. customer journey management. I first met Laura Tengerdi and Andrea (Andi) Hanyecz in 2016. governance.

Banking 233

Banking Customer Experience Customer Centricity Strategy 233

Alliance by IFS

JUNE 19, 2019

YASH will help drive the implementation and adoption of Astea’s best-of-breed field service management solution. a leading global provider of field service management and mobility solutions , is proud to announce the addition of YASH Technologies to its solution implementation partner network. Marketing Manager. 309-236-5615.

Technology 91

Technology Customer Centricity Innovation Consulting 91

Avaya

AUGUST 22, 2016

If you’ve read Part 1 of this series , you hopefully now have a solid understanding of how businesses must keep up with today’s pace of innovation in order to thrive. If we’re going to talk about innovation at the enterprise level, then we must talk about what’s happening within IT. billion users worldwide. So, what’s the solution?

Innovation 0

Innovation Software Connections Resources 0

SuiteCX

FEBRUARY 13, 2015

©2015 suitecx – Confidential Customer Experience: All the cool kids say they are doing it 2. ©2015 suitecx – Confidential But what is “it”? ©2015 suitecx – Confidential Is it Voice of the Customer? ©2015 suitecx – Confidential Is it Voice of the Customer? ©2015 suitecx – Confidential Is it a clickstream?

Customer Experience 100

Customer Experience Social Media Customer Journeys Multi-Channel 100

ClientSuccess

SEPTEMBER 15, 2017

In November 2015, I decided to start a blog series that eventually became known as CSM from the Trenches. CSM from the Trenches – A Community for Frontline Customer Success Managers. Identify a best practice or innovation. I’m also excited to invite all CSMs from around the world to participate. I want to hear from you!

Customer Success 45

Customer Success Management Leadership Innovation 45

Strativity

AUGUST 4, 2015

NEW JERSEY, August 3, 2015 – In response to the growing demand for real journey mapping experience, for the first time, Strativity is disseminating best practices learned from 13 years and over 160 customer centric transformations with leading brands. The workshops will be held in New Jersey, Dallas and Los Angeles in the fall of 2015.

Customer Journeys 40

Customer Journeys Management Customer Centricity Measurement 40

Storyminers

JULY 6, 2020

In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SuiteCX

MARCH 31, 2015

CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards. Governance in Customer Journey Mapping March, 2015. Governance in Customer Journey Mapping.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

SuiteCX

NOVEMBER 3, 2015

suitecx ©2015, suitecx Inc. September 23, 2015 Six Steps to Best-‐In-‐Class Customer Experience Creating and Executing a top CX Program Yields Real Business Results The Customer Experience (CX) field is growing, and companies are realizing that it makes clear business sense. from 2014 to 2019.

Customer Experience 100

Customer Experience Customer Journeys Self Service Multi-Channel 100

Kustomer

MAY 14, 2020

Since 2015, we have been committed to revolutionizing customer service and today’s acquisition of Reply marks one more step in our journey.”. For more information about Kustomer, visit www.kustomer.com. Today, Kustomer is the core platform of some of the leading customer service brands like Ring, Glovo, Glossier and Sweetgreen.

Self Service 94

Self Service Company Chatbots Technology 94

Kustomer

MAY 29, 2019

Round led by Tiger Global Management with participation by Battery Ventures. NEW YORK, NY — May 29, 2019 — Kustomer, the SaaS platform that is reimagining enterprise customer service, today announced its $40 million Series D funding round led by Tiger Global Management, with participation from current investor Battery Ventures.

Customer Service 74

Customer Service Omni-Channel Leadership Contact Center 74

TechSee

DECEMBER 5, 2017

We’ve compiled a short list of innovative customer service technologies developed by talented companies that are dedicated to helping enterprises improve their customer experience at scale and successfully compete in today’s ever-changing business environment. ” 2. Coveo.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116