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. “Our community helps us get to the whys” – Visionary winner @ElizabethArden.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Natalie Petouhof

JANUARY 5, 2016

Tweet CES: The Connected Internet of Things Dominates: Analysts predict by 2019 that only 49 percent of data in the cloud will be from PCs, and the biggest drivers of the shift will be smartphones and IoT. I am however, very interested in the experiences that are created when “things” get connected to other “things.”

Connections 40

Connections B2C Tools Data 40

TrustFuel

JULY 1, 2017

Based on our financial statement for 2016, our company has scored tremendous growth because the clients have recognized our quality and decided to utilize our software in their businesses. That lack of communication with clients resulted in profit decrease. So far, we helped many successful companies who lacked in this area.

Report 63

Report Industry Customer Success Software 63

Win the Customer

JUNE 23, 2016

One of the big challenges for brands using social media for customer service —and also making an effort to proactively reach out to customers with live chat and chatbots on their website—is striking a balance between customer service automation and real human connections. A 2016 study by Accenture found that 83% of U.S.

Connections 94

Connections Customer Service Social Media Chatbots 94

ShepHyken

MARCH 23, 2018

This week we feature an article by Denise Graziano who explains how essential clear, consistent, authentic communication is for companies to use when dealing with difficult news. – Shep Hyken. Clear, consistent, authentic communication. Impact: Employees with an emotional connection to their work are more productive.

Communication 82

Communication Leadership Airlines Social Media 82

Vonage

AUGUST 30, 2016

We’ve kicked off our Dreamforce 2016 prep with a Gold Sponsorship, and we’ve officially launched our microsite , which details our party, booth information and meeting details. At Dreamforce, NVM will reveal how a strong communications platform can provide a better way for you to get close to your customers. Want to take part?

Sales 215

Sales Customer Confidence Connections Tips 215

Talkdesk

MAY 17, 2016

Opentalk 2016 is upon us. Happily, we’re diligently reporting on all the happenings and learnings at Opentalk 2016. Talkdesk Announces List of Speakers for Opentalk, A Visionary Conference On The Future Of Customer Communication (PR Newswire). Communication is the Heart of the Customer Experience (TaskUs). Opentalk2016.

Social Media 40

Social Media Omni-Channel Conference Call Center 40

NICE inContact

FEBRUARY 29, 2016

Our solution will enable omnichannel connectivity between patients and thousands of specialized caregivers via both 24/7 on demand capabilities as well as scheduled sessions. inContact is attending Enterprise Connect on March 7-10 in Orlando, Florida. Want to learn more about how you can achieve your business goals with the cloud?

Contact Center 120

Contact Center Omni-Channel e-support Social Media 120

Eptica

NOVEMBER 9, 2016

Date: Wednesday, November 9, 2016 Connecting with your customers across APAC. Published on: November 09, 2016. Author: Vincent Giraud Traditionally brands have segmented their customer bases by demographic factors such as age, and used this information to drive specific customer experiences for each group.

Connections 72

Connections Self Service Social Media Innovation 72

Michelli Experience

FEBRUARY 14, 2017

Later we learned to communicate through written symbols and today it seems the most preferred communication medium is words shared through video. Great customer experience brands are not only “visual storytellers” but they are supporting their customers as those brand loyalists visually communicate about their brand journey.

Video 235

Video Retail Communication Course 235

Customer Bliss

AUGUST 3, 2017

Still, what’s disheartening is this: across this sample size, customer experience actually fell from 2016 to 2017. There’s been tons of research on the connection between emotions and customer experience/marketing, including this work from Northwestern in 2008. What does it mean? Conversely, things are great.

Customer Experience 236

Customer Experience Travel Touchpoint Connections 236

Lumoa

JUNE 23, 2021

While these solutions will have the same ambition, CCaaS will focus on managing customer interactions intelligently by connecting to cloud-based applications that are chargeable on a monthly basis. This will allow your support staff to access the contact center system from any location and at any time to connect with customers.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

Avaya

JUNE 7, 2016

The problem that we identified is that in this mobile-centric, 24X7-access-to-everything, gadget-crazy digital world, there is a huge problem for companies to be able to communications enable any customer experience now , not seven months from now. The platform we created for business communications innovation is Avaya Breeze ™.

Innovation 40

Innovation Self Service Contact Center Customer Satisfaction 40

CSM Magazine

OCTOBER 15, 2019

When it comes to providing that kind of experience, the best place to start is with customer communications. Seamless, consistent and connected journeys. Digital communication is vital. Ultimately, the best place to make an impact in CX is in digital customer communication. Digital innovation and customer expectations.

Communication 40

Communication Retail Study Innovation 40

Comm100

JANUARY 21, 2021

In 2016 the global live chat software market was valued at US $590 million – a conversative estimate says that by 2023 this will rise to almost US $1bn. From here, they connect with an agent and exchange typed messages (and even talk over audio and video chat, but we’ll get on to this later on). We’ll get into this later).

Video 246

Video Social Media Software Knowledge Base 246

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. Connected with their internal system, the bot automatically pulls the relevant information and provides it to the agent.

Chatbots 197

Chatbots Industry Customer Service Wait Times 197

Provide Support

JANUARY 27, 2016

Professional But Human Communication in Live Chat: How Not to Sound Like a Robot. In the age when technology rules, natural human communication still matters a lot. In the age when technology rules, natural human communication still matters a lot. Published in Provide Support Blog , 2016. Yes, indeed. Read more.

Communication 40

Communication Touchpoint B2B Customer Satisfaction 40

ijgolding

OCTOBER 3, 2016

Whilst many – if not most – organisations are doing lots of ‘stuff’ connected to the Customer Experience, the reason why many – if not most – are finding it hard to SUSTAIN their organisations focus on it, is because they are failing (or unable) to connect all of the ‘stuff’ together.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

BirdEye

JULY 5, 2023

This strategy uses online and offline communication channels for your business to build stronger relationships with your customer base. Boost customer retention – Engaged and connected customers grow into loyal patrons and this improves the overall customer retention rate of your business.

Examples 98

Examples Strategy Marketing Social Media 98

ShepHyken

DECEMBER 12, 2016

They help businesses take essential decisions and optimize their strategy and workflows, but how do you know if an artificial intelligence platform can h elp you build a more engaging, personal connection with customers – and improve your metrics? This is how customers communicate with many of the businesses the choose to do business with.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

Team Support

JANUARY 9, 2024

Customer interactions expanded to email and web-based platforms: Companies began using email for customer communication, and websites provided self-service options and FAQs. In the late 1990s, live chat support emerged as a popular communication channel. Initially, live chat systems were basic and primarily used for customer support.

Technology 59

Technology Chatbots Call Center Social Media 59

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In November 2016 I did so with tip number 1 – how to make Customer Experience a priority for the whole company – you can read it here. Maturity Model.

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

Avaya

AUGUST 26, 2016

2016 is shaping up to be quite a year for the tech sector in the UK, with the UK digital economy growing 32% faster than the wider economy, according to Tech City UK. At Avaya we’ve been busy working with our partners to help new and existing customers transform their businesses to be more competitive in today’s hyper-connected world.

Video 40

Video Communication Meeting Course 40

CSM Magazine

FEBRUARY 17, 2022

Trend 2: Empathy and “human” connections will make brands more competitive. The ability to connect people who are not only experts in something, but also passionate and true fans of it – that is a real consumer brand benefit that companies will be eager to implement in 2022. Roger Beadle is the CEO and Co-founder at Limitless.

Trends 98

Trends Industry Customer Service Chatbots 98

Lumoa

AUGUST 23, 2021

What we’ve learned about CX during COVID-19 can be summarized as follows: The ability to build—and maintain—connection is even more of a hot commodity, so it’s more important than ever for your teams to be empathetic and transparent. People want to feel more connected. People are seeking a more balanced, healthy lifestyle.

Customer Experience 236

Customer Experience Social Media Video Analytics 236

Avaya

JUNE 17, 2016

One winner from Carlson Wagonlit Travel modified their website by adding a button which enables agents to connect with customers. The other winner joined us from The Standard and highlighted his ability to reduce five Avaya solutions to just two, creating applications with self-service, omnichannel communications.

Self Service 40

Self Service Omni-Channel Conference Travel 40

Alida

MARCH 23, 2017

Instead, NPS is often driven by the last experience a consumer had with a communications provider. In 2016, the company recruited 30,000 willing respondents from the back of NPS surveys in order to ask more targeted follow-up questions and get real solutions. Connect with me on LinkedIn. That’s a $1.6 trillion gamble.

NPS 133

NPS Net Promoter Score Loyalty Company 133

Hallmark Business Connections

MARCH 9, 2021

Granted, these wheels were already in motion pre-pandemic: In 2016, 64 million people , roughly 20% of the U.S. For one thing, it means you need to reconsider not only who you target, but also how you communicate with them. When marketing during a pandemic, then, it’s important to connect with consumers on a human level.

Marketing 97

Marketing Brands Tips Financial 97

ShepHyken

JULY 25, 2016

My Comment: Email is still a viable way to communicate with customers. And, if you can add an emotional connection, even better. The post 5 Top Customer Service Articles For the Week of July 25, 2016 appeared first on Shep Hyken. Simple, yet effective tactics we can use right away. Follow on Twitter: @Hyken .

Omni-Channel 48

Omni-Channel Customer Service B2C eBook 48

Customer Bliss

FEBRUARY 21, 2017

Specifically, he looked at data to: Connect all facets of the business. Connect to brand and subscription to understand where exactly pain points and revenue issues might crop up. The key, of course, was more effective communication. Find the core of the opportunity or problem within the business.

Chief Customer Officer 160

Chief Customer Officer Groups B2C Course 160

Martin Hill-Wilson

JANUARY 29, 2016

In April 2016, there is the first chance for UK service leaders to become fully immersed in the intelligent assistance opportunity. Instead a different type of interface connects customers and organisations. Intelligent assistants have equivalent communication dexterity with or without an avatar as part of their presence.

Omni-Channel 40

Omni-Channel Roadmap Self Service Customer Journeys 40

AskNicely

AUGUST 17, 2018

In his 2016 letter to shareholders , Amazon CEO Jeff Bezos wrote,“There are many advantages to a customer-centric approach. You need to communicate it from the inside out by creating a culture shift.”. It’s purposely moving away from guessing what your customers think toward active, real-time communication. What is that shift?

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

Alida

MARCH 21, 2018

Telstra has generated seven years of robust longitudinal insights and a deeper understanding of its customers by connecting these engagements with NPS and transactional data sets. Meanwhile, Alliant Energy’s Net Promoter Score increased by 88%—growing from 17 in 2014 to 32 in 2016. Relationships bring better customer experiences.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

TechSee

JANUARY 2, 2018

trillion in claims were paid by insurance companies in 2016 alone. A remote visual communication platform enables customers to transmit images and videos of their claims to contact center agents for immediate incident assessment. Customer satisfaction and experience are important for every industry, and insurance is no exception.

Insurance 116

Insurance Telecommunications Contact Center Video 116

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! One of the most important aspects is to forget about thinking of B2B communication, and focus on building relationships through human to human interaction.

Customer Experience 120

Customer Experience Effort Score Chief Customer Officer Customer Centricity 120

Experience Investigators by 360Connext

JANUARY 7, 2020

” That same search will tell you that 2018 was too… and 2017, and 2016… Maybe 2020 is the year the prognosticators get it right? Understand the connection between customer experience success and business outcomes. To Recap: Understand the connection between customer experience success and business outcomes.

Net Promoter Score 173

Net Promoter Score Effort Score NPS Report 173

CX Journey

APRIL 5, 2017

It was published on their blog on June 7, 2016. In May 2016, I spoke at CallidusCloud Connections (C3); if you've never been to this event, be sure to check it out this year! Thou shalt define and communicate the brand promise. Thou shalt communicate, communicate, communicate.

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144