Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. Eliza (@eliza_jacobs) September 20, 2016. Vision Critical (@visioncritical) September 20, 2016. Amanda White (@iamAMLW) September 20, 2016.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Talkdesk

MAY 17, 2016

Opentalk 2016 is upon us. Happily, we’re diligently reporting on all the happenings and learnings at Opentalk 2016. This blog post will serve as a hub of our Opentalk content. This blog post will serve as a hub of our Opentalk content. Live and Post-Event Blog Coverage. Pre-Event Blog Coverage. Opentalk2016.

Social Media 40

Social Media Omni-Channel Conference Call Center 40

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence.

Trends 235

Trends Customer Service Chatbots Omni-Channel 235

NICE inContact

MARCH 23, 2016

Robert Ballecer for This Week in Enterprise Tech at Enterprise Connect 2016. Hear what Rajeev had to say about inContact’s cloud contact center solutions , our strategy for leading the market in cloud technology, and how customers can properly deploy our solutions to meet their business needs. “If

Contact Center 120

Contact Center Connections Technology Strategy 120

Chadwick Martin Bailey

DECEMBER 30, 2015

We run this blog a little differently than other corporate blogs. Before we blast into 2016, we wanted to reflect on our blog this past year by taking a second look at some of our favorite posts: This year, we launched a market research advice column— Dear Dr. Jay. Heidi Hitchen did just that in her blog post this year.

Analytics 52

Analytics Consumers Analysis Consulting 52

Avaya

SEPTEMBER 12, 2016

Security experts are converging at ASIS 2016, the world’s premier security event. Avaya’s secure networking products are powered by stealth technology with industry leading hyper-segmentation and elasticity. The post Securing the Everywhere Perimeter at ASIS 2016 appeared first on Avaya Connected Blog.

Transportation 40

Transportation Healthcare Government Conference 40

NICE inContact

AUGUST 16, 2016

While preparing this blog, I kept thinking about Millennials. Millennials have already developed digital expectations that influence their technology choices. While I’m no psychologist, I think Gen-X behavior often follows Millennial behavior in terms of new technology adoption. Guest blog post from our friends at Verizon.

Omni-Channel 121

Omni-Channel Customer Experience Conference Retail 121

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence.

Trends 174

Trends Customer Service Chatbots Omni-Channel 174

ShepHyken

MARCH 23, 2018

It is likely that company communication, from leadership and throughout the organization, does not adequately connect with employees and bring them into the company narrative. Impact: Employees with an emotional connection to their work are more productive. How to prevent and correct: Difficult news is just that.

Communication 82

Communication Leadership Airlines Social Media 82

NICE inContact

JANUARY 24, 2018

Similarly, the Salesforce Einstein AI platform was initially announced in 2016. Contact center leaders should ensure their customer experience platform is built to be open and integrate with modern APIs so they can use or swap out multiple AI technologies as they mature. Plan to join us! Plan to join us!

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

Vonage

AUGUST 15, 2016

Solis believes brands try really hard to offer exemplary customer service, but it’s a difficult thing to do with antiquated contact center technology and processes. Modern contact centers must leverage the full spectrum of channels customers are using to connect. As featured on the Salesforce Blog. Simon Says volunteer!

Self Service 120

Self Service Contact Center Trends Connections 120

Storyminers

JANUARY 12, 2017

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. 2016 Answer. 2016 will be the year that technology will (finally) let us put humans first again. We’ve updated it for 2017. What CX trends do you see emerging this year?

Trends 171

Trends Customer Experience Wireless Entertainment 171

ShepHyken

NOVEMBER 1, 2021

Seth’s Blog) Customer service is expensive. Our mission is to continually raise the bar of the customer experience by using the internet and technology to help consumers find, discover, and buy anything, and empower businesses and content creators to maximize their success.” Here are my top five picks from last week.

Customer Service 79

Customer Service Retail B2B B2C 79

Avaya

JUNE 1, 2017

Undoubtedly, technology is shaping the modern fan experience. But to advance and future-proof these experiences for teams and stadium operators, they need to be tied to the latest and greatest technology. Customer experience is also impacted by the human connection experienced when purchasing tickets and merchandise.

Sports 50

Sports Technology Engagement Wireless 50

Avaya

JUNE 7, 2016

The number of innovations developed on Breeze since its launch in March 2016 has been amazing, especially for an industry that has traditionally been focused on not empowering customers and partners to do things on their own. The post 2016 DevConnect Award Winners Choose to Innovate on Avaya appeared first on Avaya Connected Blog.

Innovation 40

Innovation Self Service Contact Center Customer Satisfaction 40

Vonage

JULY 25, 2016

Today’s connected shoppers have access to an unprecedented volume of information, which, in turn, has allowed them to take near full control of the customer experience. In a recent blog published by Salesforce , John Zissimos described this development as the ‘Age of the Customer’. Change management for recently deployed technology.

Feedback 120

Feedback Brands Exceptional Customer Service Social Media 120

transcosmos Information Systems

DECEMBER 1, 2015

Here are 4 of the top trends that will shape the way we do business in 2016, which we need to look out for. Reliable company technology. Customers will expect more in 2016 and companies need to go back towards the basics. By allowing such concepts to come into play with your business in upcoming 2016, expect a positive outcome.

Trends 48

Trends Social Media Consumers Technology 48

Vonage

JULY 22, 2016

Related Posts 5 reasons not to miss Connect 2016 if you’re striving for sales & service excellence. Change management for recently deployed technology. In 2016, getting a competitive advantage requires making this shift. In 2016, getting a competitive advantage requires making this shift.

Contact Center 0

Contact Center Gamification Competitive Advantage Study 0

Brandwatch CX

NOVEMBER 8, 2023

The Windows app ceased functioning in April 2016. bw_banner_cta] 10) Mention Mention monitors million of sources in 42 languages, helping you stay on top of all your brand mentions on social networks, news sites, forums, blogs or any web page. bw_banner_cta type=2]Understand your audience. Build better campaigns. Measure what matters.[/bw_banner_cta]

Social Media 98

Social Media Tools Analysis Metrics 98

Vonage

DECEMBER 10, 2015

These life frustrations are inevitable parts of our technological world. However, as with any new technology, not everyone is thrilled for new AI devices. In 2016, AI researchers aim to remove more and more of the monotonous tasks we’d rather not do and free up more creative and innovative positions.

Data 120

Data Technology Report Innovation 120

Inbenta

NOVEMBER 29, 2022

This blog will explain to you everything you need to know before you choose the right chatbot for your website. Using a technology called Natural Language Processing , the mood of the customer can be detected, and an appropriate response can be given. Which chatbot features will give your customers the best experience?

Chatbots 90

Chatbots Customer Experience Multi-Channel Omni-Channel 90

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Here are three key trends to watch: 1.

Trends 153

Trends Customer Engagement Engagement Contact Center 153

Brandwatch CX

JUNE 15, 2022

The Windows app ceased functioning in April 2016. Mention monitors million of sources in 42 languages, helping you stay on top of all your brand mentions on social networks, news sites, forums, blogs or any web page. bw_banner_cta type=2]Understand your audience. Build better campaigns. Measure what matters.[/bw_banner_cta].

Social Media 144

Social Media Tools Analysis Metrics 144

Storyminers

JANUARY 12, 2017

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. 2016 Answer. 2016 will be the year that technology will (finally) let us put humans first again. We’ve updated it for 2017. What CX trends do you see emerging this year?

Trends 100

Trends Customer Experience Wireless Entertainment 100

Quadient

SEPTEMBER 16, 2022

We even have the old blog posts to prove it! This one: Customer Journey Mapping: A brand's GPS to loyalty and advocacy was written back in 2016 by Laurent Ghio, Quadient’s first Certified Customer Experience Professional. Validate, test, and drive action on journey insights.” . Measure business impact.”.

Customer Journeys 52

Customer Journeys Social Media Roadmap Software 52

Beyond Philosophy

MAY 15, 2017

Customer Empathy – Use the digital forum to connect with the customer and bring them back to the fold. We have to look beyond the marketing and sales automation processes that we have been focusing on in the past years and connect with our customers. Robust Technology – Marketing and technology have converged today.

Omni-Channel 133

Omni-Channel Social Media e-support Retail 133

Experience Investigators by 360Connext

FEBRUARY 23, 2015

But James was quick to point out that there are times when the auto industry has made mistakes by listening too much to customers and not anticipating the next trends in technology or elsewhere. To that end, all GM cars will have in-car wifi by the end of 2016.

Innovation 110

Innovation Consumers Social Media Feedback 110

Customer Bliss

APRIL 7, 2016

Tim Calkins, a marketing professor at Northwestern’s Kellogg School of Management, wrote an article in early 2016 entitled “Nobody Asked For Uber.” Again, more on that in a separate blog post coming up later.). Effective managerial decision-making is about connecting silos. Growth is really about the customer.

Chief Customer Officer 100

Chief Customer Officer Leadership Hotels Connections 100

BirdEye

JULY 5, 2023

This blog helps you grow your business with relationship marketing. Boost customer retention – Engaged and connected customers grow into loyal patrons and this improves the overall customer retention rate of your business. It requires the business to connect with the customer at all stages of the customer journey.

Examples 98

Examples Strategy Marketing Social Media 98

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Here are three key trends to watch: 1.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

CXApp

DECEMBER 12, 2017

Then came the Millennials, with a large focus on social communities, networking, and collaboration through technology. More influential, however, is the technology that fueled this generational change. When the Baby Boomers were around, technology was barely starting to catch hold. Let’s take a closer look.

Technology 40

Technology Data Analytics Software 40

CXApp

DECEMBER 12, 2017

Then came the Millennials, with a large focus on social communities, networking, and collaboration through technology. More influential, however, is the technology that fueled this generational change. When the Baby Boomers were around, technology was barely starting to catch hold. Let’s take a closer look.

Technology 40

Technology Data Analytics Software 40

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Published on: January 20, 2016. As always, leading analysts have provided their own thoughts, and in this blog I’d like to look at trends highlighted by Forrester and Gartner. Will all of these predictions come to pass in 2016?

Self Service 48

Self Service Customer Service CRM Contact Center 48

Avaya

OCTOBER 6, 2016

I was in London yesterday for IP Expo 2016. Fortunately, the technology industry is working hard to address these issues, and from the network side there are many lessons we can apply from the Internet and BYOD-ready networks. Below is a summary of what we discussed for those who weren’t able to join me or who did but need a refresh.

How To 83

How To Roadmap Video Technology 83

Storyminers

MAY 16, 2016

[Originally published on APADMI Apr 20, 2016 – Advice & Guides, Blog as:]. In recent years, other technologies, click and collect for example, have become increasingly popular as a convenience tool. In addition to this, apps can rely too heavily on the user having a fast internet connection.

Retail 113

Retail Omni-Channel Ecommerce Multi-Channel 113

Customer Enthusiast

OCTOBER 26, 2018

To be clear: Comcast is not a client and this blog post is not intended to be a PSA on the company’s renewed commitment to customer service. Purpose) Use the power of connection to make the world a better place. Comcast employees’ daily job responsibilities must be connected to an enduring set of organizational values and purpose.

Customer Experience 90

Customer Experience Net Promoter Score Effort Score Culture 90

Avaya

OCTOBER 7, 2016

In today’s highly connected society, customers are relying on other people around them to find information to solve issues. Technology has essentially given it a facelift and elevated its importance in the customer relationship journey. The evolving demands of digital-savvy customers have a deep impact on the contact center.

Contact Center 81

Contact Center Customer Experience Self Service Omni-Channel 81