CX Journey

NOVEMBER 25, 2014

Image courtesy of derekGavey Another year almost gone, and it''s time to start sharing trends and predictions for 2015! Magnified Human Technology : Digital and mobile will fuel the sense of empowerment and possibility for the individual consumer. Last year, I shared Brand Keys'' Robert Passikoff''s 14 Brand Trends for 2014.

Trends 171

Trends Brands Retail Leadership 171

Experience Investigators by 360Connext

MARCH 12, 2015

There is always something that grabs everyone’s attention but is a flash in the technology pan. SXSW is where I first began to see glimmers of wearable technology a few years ago. Wearable technology that’s more fashion than functional – the iWatch is just the beginning?? QR Codes on t-shirts? Worst idea ever.

Customer Experience 110

Customer Experience Fashion Social Media Innovation 110

Experience Matters

JANUARY 6, 2015

With this post, I’m declaring 2015 “ The Year of the Employee.”. Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track. Instead, I’ve narrowed down the focus to these 8 key CX trends for 2015: Corporate Culture Conversations.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Experience Matters

OCTOBER 27, 2015

We published a Temkin Group report, State of Voice of the Customer Programs, 2015 : This is the fifth year that we’ve benchmarked the competency & maturity of voice of the customer programs within large organization.

Report 120

Report Effort Score Groups Analytics 120

Alliance by IFS

JUNE 19, 2019

Astea Partners with YASH Technologies to Help Service Providers Derive Maximum Value from the Alliance Enterprise™ 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. About YASH Technologies.

Technology 91

Technology Customer Centricity Innovation Consulting 91

ppt solutions

MARCH 15, 2021

TULSA, OKLAHOMA, March 15, 2021 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Contact Center Consulting Solutions, announced today the promotion of Scott Prater from Vice President to Senior Vice President of Technology Solutions. Prater joined PPT Solutions in August 2015.

Technology 98

Technology Contact Center Consulting Customer Experience 98

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. Texas NICUSA provides support for Texas.gov and implements technology solutions for Texas governmental agencies. The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Help.com

APRIL 1, 2015

This year we’ll be updating this post throughout the day as we stumble across new campaigns for April Fools 2015. The product website details, “building on the expertise it has already displayed with its Chef Collection series, Samsung is taking its commitment to culinary expertise and cutting-edge technology even further – literally.”

Brands 100

Brands Video Technology Data 100

Wired and Dangerous

MAY 5, 2021

According to a United Nations trade agreement, the two nations meet at least once annually to discuss economic, industrial, scientific and technological trade as well as other relationship issues.[12][13] 75] 2013 and 2015 studies showed that Mexican small farmers benefited more from NAFTA than large-scale farmers.[76][77]

Policies 91

Policies Insurance Government Banking 91

Experience Investigators by 360Connext

MARCH 31, 2015

SXSW 2015 was no exception. Location-based apps were another year’s IT technology. The technology itself becomes secondary to the purpose. Will they find your customer experience technology helpful, or creepy? SXSW: Customer Experience Technology. A few years ago, group messaging apps were the big thing at SXSW.

Technology 110

Technology Customer Experience Social Media Trends 110

Michelli Experience

AUGUST 31, 2016

The first started in 2015 when Domino’s began testing driverless delivery vehicles (something Domino’s calls DRU – Domino’s Robotic Unit ). All of this disruption is designed to create an enriched customer experience! For the purpose of this blog let’s just focus on two elements of the Domino’s pizza delivery innovation.

Technology 189

Technology Travel Innovation Study 189

Beyond Philosophy

APRIL 26, 2017

million people visited Universal Studios Florida in 2015, and 20.5 If you enjoyed this blog, you might also like: Case Study: Enhance Your CX with This Technology. The post New Technology Dramatically Helps CX appeared first on. million people visited Disney’s Magic Kingdom. Outrageous! Hotels Keep on Charging!

Technology 113

Technology Case Study Hotels Consulting 113

C3Centricity

SEPTEMBER 24, 2017

I was giving a talk earlier this month in which I mentioned that technology is an enabler not a disruptor of business today. During the presentation at BPW I talked about the fact that technology is seen as the disruptor in business today, but it isn’t. Source: Marco Pacheco Executive Director JP Morgan.

Technology 120

Technology Transportation Customer Centricity Entertainment 120

CX Journey

NOVEMBER 12, 2015

Joining 200 others, I spent Moments of Truth Day 2015 (part of NCSW ) here, thanks to Rant & Rave. Here are the highlights I still recall: First off, the always knowledgeable Prof Moira Clark from Henley Centre for Customer Management talked about generations and technology. But it works well.

Gamification 80

Gamification Exercises Airlines Customer Insights 80

QuestionPro Audience

JANUARY 3, 2018

Experts are predicting 2018 to be the year mobile technology officially takes over travel. Mobile technology creates a completely different experience at the airport, for both the customer and airline. As technology continues to evolve, so will the way consumers and businesses interact.

Travel 294

Travel Airlines Consumers Loyalty 294

InMoment XI

JULY 7, 2015

Mountain America Credit Union Wins 2015 Customer Experience Excellence Award Experts at Gartner, the world’s leading information technology research and advisory company, and 1to1 Media, a customer strategy media company, have named Mountain America Credit Union the winner of the Innovation in Customer Insight category at the 2015 Customer Experience (..)

Innovation 200

Innovation Customer Insights Technology Strategy 200

InMoment XI

JULY 7, 2015

Mountain America Credit Union Wins 2015 Customer Experience Excellence Award Experts at Gartner, the world’s leading information technology research and advisory company, and 1to1 Media, a customer strategy media company, have named Mountain America Credit Union the winner of the Innovation in Customer Insight category at the 2015 Customer Experience (..)

Innovation 200

Innovation Customer Insights Technology Strategy 200

InMoment XI

JULY 7, 2015

Mountain America Credit Union Wins 2015 Customer Experience Excellence Award Experts at Gartner, the world’s leading information technology research and advisory company, and 1to1 Media, a customer strategy media company, have named Mountain America Credit Union the winner of the Innovation in Customer Insight category at the 2015 Customer Experience (..)

Innovation 200

Innovation Customer Insights Technology Strategy 200

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? The US picture – could do better Overall 2015 was a poor year for customer service across the US, with close to six out of ten companies (59%) seeing a fall in customer ratings according to the American Customer Satisfaction Index (ACSI).

Customer Service 48

Customer Service Social Media Retail Contact Center 48

Experience Matters

NOVEMBER 13, 2017

This is the sixth year of the ratings, here are links to the 2012, 2013, 2014, 2015, and 2016 ratings. Here is the executive summary of the report: The 2017 Temkin Experience Ratings of Tech Vendors evaluates the customer experience of 58 large technology vendors.

Report 227

Report Groups Survey Customer Experience 227

Chattermill

AUGUST 5, 2018

The Customer Experience Technology Stack | Data Visualisation. Customer Experience Technology Stack. But in a sea of technology, which tools do you choose? Power BI is a business intelligence tool released by Microsoft in 2015. by Sam Frampton. on 6 Aug 2018. Data Visualisation. The best tools to visualize your CX data.

Technology 81

Technology Data Customer Experience Self Service 81

Alliance by IFS

APRIL 8, 2015

Many emerging field service trends from years past are solidifying themselves as industry-norms that service companie s should optimize on to achieve success in 2015 and beyond. As technology advances, the obvious migration from field- to remote-assistance is leaving its mark. Transition of Field Technicians to Sales Representatives.

Trends 50

Trends Customer Satisfaction Customer Retention Customer Expectations 50

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 129

Tips Net Promoter Score Advertising Customer Journeys 129

CSM Magazine

JUNE 12, 2015

Based on rigorous testing of CRM software applications from around the world, ISM has announced the winners of the 2015/16 Top 15 CRM Software Awards. ExSellence 6.02 – by Optima Technologies, Inc. SalesTalk – by SalesTalk Technologies, Inc. Maximizer CRM 2015 R2 – by Maximizer Software Inc. C2CRM – by Clear C2, Inc.

CRM 40

CRM Software Analysis Customer Centricity 40

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

Oracle

JANUARY 2, 2020

There’s no doubt that the wearable technology and health app market exploded in the last few years, growing from 84 million units in 2015 to 245 million units in 2019. Here are some interesting wearable technologies and health apps to keep an eye out for in 2020. Fitness wearables with health apps.

Technology 52

Technology Trends Healthcare Exercises 52

Customer Interactions

FEBRUARY 12, 2015

Here are six technology trends that will reshape how state and local governments approach public safety in 2015. This migration will require PSAPs to update their 911 technology—including their call logging technology -- which means a major shift is coming at all levels of government. Are you prepared?

Trends 28

Trends Technology Government Social Media 28

Horizon CX

APRIL 1, 2024

Back in 2015, MaritzCX conducted a revealing study that shed light on the state of CX maturity across industries. Furthermore, insufficient investment in CX technology and resources can impede progress. Employee engagement: Employees are empowered to deliver a positive customer experience.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

Talkdesk

FEBRUARY 11, 2015

Is your customer-centric team actively working on providing better customer service in 2015 ? Below are the top six customer service trends for 2015 according to Forrester : 1. According to Forrester, emerging customer support channels such as mobile and web self-service and video chat will gain momentum in 2015.

Trends 40

Trends Self Service Customer Service Customer Centricity 40

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

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

CloudCherry

SEPTEMBER 1, 2019

You’ll hear Matt’s thoughts on how technology has changed the way we do Customer Service, some of the biggest blunders businesses can avoid, and what technologies he thinks are making the biggest difference with customer experience. Hint: It all comes back to K.I.S.S.ing.).

Conference 244

Conference Study Sales Leadership 244

QuestionPro Audience

FEBRUARY 16, 2018

In 2015, around 1.6 Pet owners are using this technology to monitor their pets’ health. Currently, at least 8 Colleges of Veterinary Medicine are incorporating 3D printing technology into their programs, due to the excitement surrounding this cutting-edge technology. HEALTHCARE The U.S.

Industry 199

Industry Trends Insurance Exercises 199

Forrester's Customer Insights

JANUARY 20, 2015

IN TRUTH, 2015 could be the year for listening technologies to become major marketing technologies. But, nothing I've heard from either side of the aisle makes me think that we're going to see breakthrough in 2015. I'm @allsnsmth. Customer Insights'

Technology 20

Technology Marketing Analytics Customer Insights 20

transcosmos Information Systems

MAY 25, 2015

We’re almost half-way through 2015 and here are just some of the hyper-connected, mobile lifestyle customer service activities that we’ve been seeing in 2015. It’s just a question of how exactly these ubiquitous devices are making an impact on how we interact with clients and customers. Faster everything.

Social Media 48

Social Media Self Service Multi-Channel Trends 48

Kustomer

FEBRUARY 15, 2022

The Kustomer journey began back in 2015 when the world was a very different place. As we combine our award-winning technology with the resources of Meta, we will give brands throughout the world greater customer visibility, intelligent automation, and the tools to quickly adapt to issues and opportunities. A World of Change.

Customer Service 111

Customer Service Healthcare Customer Retention Retail 111

Think Customers

JANUARY 3, 2016

As we embark on a new year, we can't forget the dominant trends of 2015. From virtual reality to the rise of the digital world, the past year saw emerging technologies that will likely help to elevate the customer experience throughout 2016. 1to1 Media covered numerous trends that influenced the customer experience.

Customer Journeys 40

Customer Journeys Customer Experience Engagement Trends 40