Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. NICE Systems. For close to 20 years, we have focused on delivering innovative, reliable technology (with 100 percent uptime in 2014), building outstanding client relationships, and creating a community to share knowledge with industry thought leaders.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

ECXO

MAY 15, 2023

The term “MadTech” was coined in 2015 by David Raab, founder of the Customer Data Platform (CDP) Institute. In its most basic sense, it’s the merger of marketing technology (MarTech) with advertising technology (AdTech). But an even greater challenge lies on the horizon: integrating marketing technology with advertising.

Tips 133

Tips Net Promoter Score Advertising Customer Journeys 133

Kustomer

MAY 14, 2020

The Reply suite of tools include deflection capabilities that look at historical and contextual data, continuously improving over time, as well as deflection widgets that can be embedded in forms and email, and features a powerful information retrieval system that extracts relevant answers to customer questions from a company knowledge base.

Self Service 94

Self Service Company Chatbots Technology 94

Oracle

MAY 14, 2018

Artificial intelligence (AI) has been the stuff of science fiction for decades, yet technology is finally bringing intelligent computer systems to life. When it comes to how to use these new technologies, it’s important to think beyond just machine learning vs artificial intelligence and understand how they can work together.

Technology 64

Technology Chatbots System Software 64

Customer Interactions

FEBRUARY 12, 2015

Here are six technology trends that will reshape how state and local governments approach public safety in 2015. Today, a PSAP likely sources its 911 system, CAD system, and recording solution from different companies. Broadband connections, cloud services, text messages, and social media have become commonplace.

Trends 28

Trends Technology Government Social Media 28

Bob Hayes

MARCH 8, 2021

Look at diversity numbers for some tech giants, and you will see that women make up a small part of the technology industry. In 2015, around 50% of data pros held a Master’s degree, 20% held a Doctoral degree and a quarter of them held a Bachelor’s degree. For both genders, a majority of each held advanced degrees (i.e.,

Data 145

Data Analytics Analysis Survey 145

Alida

OCTOBER 17, 2017

If you examine the organization charts of many hospitals today, you’ll find a complicated system that has lot of overlaps. This behemoth, complex system is a fundamental cause of why departments don’t talk to each other and why many organizations aren’t agile enough. Build your technology stack to better serve patients.

Hospitality 247

Hospitality Retail Leadership Culture 247

Magellan Solutions

FEBRUARY 5, 2024

Discovering the secrets of success lies in understanding the game-changing advantages of information technology (IT) outsourcing. IT outsourcing is when a company hires outside vendors to handle technology operations and tasks. Did you know? It involves transferring their in-house IT responsibilities to external experts.

Competitive Advantage 52

Competitive Advantage Innovation Government Resources 52

QuestionPro Audience

AUGUST 16, 2018

TECHNOLOGY. Smartphones are making wedding planning easier for many couples, as usage increased from 89% in 2015 to 92% in 2017. The Knot found that formal weddings have decreased (27% in 2009 to 17% in 2017), with more couples choosing non-traditional venues like barns, wineries, museums and parks.

Industry 170

Industry Study Trends Consumers 170

GetFeedback

JULY 11, 2018

Despite all the customer data and technology at our disposal, most companies don’t know their customers as well as they think they do. But in order to do that, you need to come up with a system that actively listens to the customer’s needs. New products are consistently well received. How to tell when you’ve lost touch.

CRM 207

CRM Social Media Customer Satisfaction Customer Centricity 207

Comm100

SEPTEMBER 28, 2021

We’ll look at the challenges that led these organizations to change and the benefits they’ve seen through the adoption of new customer service channels and technologies. Nate Knox, Applications Support with LMCU, noted that other institutions were offering live chat solutions, and LMCU saw a need to keep up technologically.

Customer Service 215

Customer Service Chatbots Banking Engagement 215

Clarivate

APRIL 19, 2024

16] [17] For characterization of FLLs, particularly in patients at high risk of HCC, a Liver Imaging Reporting and Data System (LI-RADS) has been developed to categorize FLLs from LR-1 (definitely benign) to LR-5 (definitely HCC). 2021 Dec;40(12):2581-2593 [11] Medical Imaging Signals and Systems. 2015 [12] Medical Imaging Systems.

e-support 59

e-support Guidelines Study Healthcare 59

Comm100

JUNE 15, 2022

Just as live chat was a technological leap over telephone communication and is proving to be the most essential of all channels, chatbots are the latest technological milestone in customer support. Tangerine Telecom began using Comm100 Live Chat in 2015 to bring their broadband customers more convenient and accessible support.

Chatbots 197

Chatbots Industry Customer Service Wait Times 197

Experience Matters

MARCH 1, 2015

Over the last couple of years, I’ve seen a lot of analysis in basketball based on the SportVU , a system of cameras and algorithms extracting x, y and z positioning data for all objects on the court. I heard several people mention trials using the technology Oculus Rant (now owned by Facebook).

Sports 120

Sports Conference Analytics Social Media 120

TechSee

APRIL 2, 2019

Computer vision is the technology that enables computers to see, recognize and process images in the same way as humans – and then some. That moment opened the world’s eyes to the potential of artificial intelligence, and since then the technology has, of course, come on in leaps and bounds. What is Computer Vision AI?

Contact Center 174

Contact Center Self Service Video Average Handle Time 174

Alida

FEBRUARY 22, 2017

The race towards customer-centricity is driving some the biggest trends in business technology. billion in 2015 —up 12 percent from the previous year. The race towards customer-centricity is driving some the biggest trends in business technology. The customer relationship management (CRM) market, for instance, reached $26.3

Customer relationships 180

Customer relationships CRM Customer Centricity Loyalty Programs 180

Avaya

MAY 18, 2017

Staffs believe mobility and technology can help deliver better care. 40% of those surveyed said they could eliminate 11%-30% of office visits through mobile health technologies such as remote monitoring, email or text messaging. Consider these startling facts: 100 million people were directly impacted by data breaches in 2015.

Healthcare 52

Healthcare Technology Hospitality Government 52

CSM Magazine

MAY 27, 2022

In today’s healthcare landscape, technology plays an essential role in everything from diagnosis and treatment to the management of chronic care. Hospitals and clinics have invested heavily in modernizing their facilities and adopting new technologies, and the results have been impressive.

Management 52

Management Hospitality Healthcare Software 52

NICE inContact

JANUARY 26, 2016

Despite the increased level of priority placed on improving the customer experience (CX), this same report indicates that only 15% of all respondents are confident in their ability to quickly adapt their CX to emerging technology trends. Simple system modification which enable VTBC to make on-the-fly changes based on real-time data.

Customer Service 120

Customer Service Contact Center Self Service Contact Center Software 120

Talkdesk

AUGUST 23, 2016

Recently, two large airline carriers experienced major system outages that resulted in the delay or cancellation of thousands of flights. For companies of all sizes, technology systems can sometimes malfunction and interrupt or suspend day-to-day operations. Provide Clear Answers about the Problem.

System 40

System Abandon Rate Call Center Wait Times 40

Calabrio

FEBRUARY 24, 2016

In 2015, it gained momentum. But, if this burgeoning field is really the center of a business’s metaphorical solar system, then the contact center is the high-powered telescope through which the C-Suite can zero in. During a 12-month period between 2014 and 2015, Calabrio recorded more than one billion calls.

Customer Experience 100

Customer Experience Contact Center Omni-Channel Analytics 100

SuiteCX

SEPTEMBER 25, 2015

suitecx ©2015, suitecx Inc. Customer experience gets put on the back burner as goals like risk avoidance, project completion time and technology up.me stifle innovation and reward the status quo. suitecx ©2015, suitecx Inc. What are some of the barriers?

Customer Journeys 100

Customer Journeys Customer Experience Leadership Metrics 100

Daniel Group

JULY 27, 2023

Along with buy-in, many dealers have taken actions such as implementing training programs for frontline personnel, investing in new technologies to improve response time, and making CX a more important priority in the organization. There was a consistent increase in issue frequency from 2015 through 2021. NICE Systems, Inc.,

NPS 52

NPS Net Promoter Score Effort Score Groups 52

Daniel Group

JULY 27, 2023

Along with buy-in, many dealers have taken actions such as implementing training programs for frontline personnel, investing in new technologies to improve response time, and making CX a more important priority in the organization. There was a consistent increase in issue frequency from 2015 through 2021. NICE Systems, Inc.,

NPS 52

NPS Customer Experience Net Promoter Score Effort Score 52

SuiteCX

MARCH 31, 2015

Governance in Customer Journey Mapping March, 2015. ©2015 suitecx – Confidential Customer Journey Mapping Governance is at the top of the maturity curve Source: DataFlux Unaware Reactive Proactive Predictive People, Process, Technology Adoption Reward Risk CJM Architecture CJM Management CJM Governance.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

SuiteCX

JANUARY 21, 2016

suitecx ©2015, suitecx Inc. December 20, 2015 Customer Experience Management: How can you get a deeper understanding of your customers for 2016? Companies are deploying enterprise content management systems and services like Hadoop to help with capturing, storing data and making sense of it all. Deploy technology to help you.

Customer Journeys 100

Customer Journeys Customer Centricity Leadership Social Media 100

TechSee

JANUARY 29, 2019

In recent years, a wide range of AI technologies have been successfully integrated into the CRM domain, from sales and marketing to customer support and retention. Its visual capabilities can be integrated with core AI sales technologies, such as recommendations, forecasting and scoring. No – computer vision. Rise of Computer Vision.

CRM 164

CRM Self Service Effort Score e-support 164

Clarivate

MARCH 17, 2022

Developed by the United Nations in 2015, the Sustainable Development Goals (SDGs) include 17 global calls for action to ensure peace and prosperity for people and the planet. Since 2013, he has worked for Clarivate in various roles in User Experience and Technology before joining the ISI in 2019. SDG 1: No Poverty. About the authors.

Analysis 98

Analysis eBook Study System 98

Kustomer

DECEMBER 5, 2019

Over the years, I have talked with hundreds of customer service leaders and although they have wanted to deliver exceptional customer experiences, their legacy ticket-centric technology solutions could not effectively enable these leaders to meet the expectations of today’s consumers – forget about exceeding those expectations.

Customer Service 98

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

Vonage

JULY 22, 2016

Agents who had gamification systems were less of a burnout risk. A gamification system may be a great idea, but if employees don’t know how they are ranked in real-time, the tool is moot. Still, in a 2015 study from ICMI, 86% of contact centers admit to not fully empowering their agents. Does gamification prevent burnout?

Contact Center 0

Contact Center Gamification Competitive Advantage Study 0

Interactions

SEPTEMBER 19, 2023

Jak Katterfield, Product Marketing Manager at Interactions, sat down to talk with Lindsay Washburn, Senior Digital Product Manager at Evergy, and Ed Anderson, Senior Manager CXT Technology at Vistra Energy. Lindsay : I am the product owner for our automated phone system (IVA) within our Digital Strategy team. Q: Any final thoughts?

Self Service 48

Self Service Interaction Contact Center Call Center 48

TechSee

JANUARY 30, 2018

It’s a beautiful day in 2030 and I’m relaxing with my entertainment system. Deep learning has achieved high levels of accuracy in recent years due in part to sophisticated advances in computer vision technologies, specifically in the area of object recognition. “Gareth, the dishwasher seems to be clogged. Please fix it.”. Sniff, Sniff.

Entertainment 116

Entertainment Training Data Examples 116

CSM Magazine

AUGUST 30, 2023

The network’s primary features include decentralization and security, but with the help of hashgraph technology to make everything work. VeChain Overview The history of the currency goes back to 2015 when Sunny Lu and Jay Zhang created this blockchain protocol. VeChain uses a two-coin system. They agree HBAR will exceed $0.10

Comparison 52

Comparison Financial Consulting Marketing 52

Kustomer

MAY 29, 2019

Founded in 2015, Kustomer empowers businesses to provide the customized, data-driven support necessary to succeed in today’s customer-first world. Kustomer is the only company to provide the technology and tools needed to meet the growing expectations of today’s consumer.

Customer Service 74

Customer Service Omni-Channel Leadership Contact Center 74

NobelBiz

FEBRUARY 21, 2023

Using an encrypted system at the contact center is one more way to stay in line with the law. Your team’s developers can use AI to analyze this information for suspicious patterns and implement a system to block fraudulent calls before they come in. This is key in encrypting all financial data.

Contact Center 52

Contact Center Data Management Contact Center Software 52

NobelBiz

FEBRUARY 15, 2023

Using an encrypted system at the contact center is one more way to stay in line with the law. Your team’s developers can use AI to analyze this information for suspicious patterns and implement a system to block fraudulent calls before they come in. This will compromise system security and expose sensitive data to significant risk.

Contact Center 52

Contact Center Data Contact Center Software Management 52

C3Centricity

MARCH 15, 2018

Technology is being blamed for disrupting businesses, but most have simply not adapted to this new data-rich world. 70% of consumers agree technology has made it easier than ever to take their business elsewhere. The Current Situation with Data. Data is everywhere and most organisations are drowning in it! I admit, a lot has changed.

Data 206

Data Retail Analysis Analytics 206