Think Customers

DECEMBER 15, 2015

In a blog post which lists the most important customer experience trends to watch out for next year, Temkin cites "the year of emotion" as the most important trend for customer experience professionals to track in 2016. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

Connections 60

Connections Customer Experience Customer Experience Professionals Trends 60

InMoment XI

APRIL 29, 2016

This year’s conference energized a record number of attendees with insights, connections, and tools for building and extending CX programs that deliver hard business results. Customer experience (CX) professionals, business leaders, and research experts gathered in Vegas this week to attend CXFusion. Did you miss the conference?

Conference 200

Conference Connections Tools Customer Experience 200

AWS Machine Learning

MARCH 31, 2023

Government departments and businesses operate contact centers to connect with their communities, enabling citizens and customers to call to make appointments, request services, and sometimes just ask a question. The contact center is powered by Amazon Connect, and Max, the virtual agent, is powered by Amazon Lex and the AWS QnABot solution.

Self Service 83

Self Service Virtual Agent Connections Contact Center 83

Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event.

Omni-Channel 40

Omni-Channel Connections Contact Center Customer Experience 40

Experience Matters

MARCH 21, 2016

Give that we’ve called 2016 “The Year of Emotion,” this will be a popular topic for Temkin Group this year. In a recent speech I gave at the Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I talked about the importance of focusing on emotion.

Connections 120

Connections Video Customer Experience Professionals Groups 120

Experience Matters

AUGUST 22, 2016

In case you missed it, we labeled 2016 as The Year of Emotion in our annual listing of CX trends. To help organizations better understand customer emotions, we created the Intensify Emotion Movement. Why did we put so much of a focus on emotion? Because it drives loyalty. We tapped into our recent consumer benchmark study to […].

Loyalty 120

Loyalty Connections Study Trends 120

InMoment XI

MAY 4, 2022

We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. In a 2016 post Talkdesk , a provider of call center solutions, reported the yearly turnover as 30-45%, double or triple that of all U.S.

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Not only have digital interactions gained substantial ground in 2016, but digital interactions, like chat, email, social media, SMS, etc.,

Contact Center 100

Contact Center Report Banking eBook 100

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.

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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

Comm100

JANUARY 14, 2016

As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. Still, many companies have been slow to adapt their websites and infrastructure to accommodate this technological growth – however, this will change significantly in 2016. billion PC users.) What does this mean for your company?

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

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. But, Trust Fuel assisted them to regain the connection with their customers and keep their database in order.

Report 63

Report Industry Customer Success Software 63

Beyond Philosophy

JANUARY 7, 2016

In 2016, some organizations will focus on the superficial emotional side and will fall further behind more advanced organizations examining the deeper subconscious and psychological emotional influences in Customer Experience. Predictive analytics are key to improving Customer Experience in 2016. My Prediction . My Prediction.

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

Beyond Philosophy

JANUARY 7, 2016

In 2016, some organizations will focus on the superficial emotional side and will fall further behind more advanced organizations examining the deeper subconscious and psychological emotional influences in Customer Experience. Predictive analytics are key to improving Customer Experience in 2016. My Prediction . My Prediction.

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

John Paul

MARCH 18, 2020

John Paul, leader in client relations and loyalty services, and Toyota Financial Services (TFS) have created “Start Connect”, a digital assistant that makes life easier for drivers. Toyota and Lexus customers can now enjoy the Start Connect app, available in the START Confort financing package.

Financial 52

Financial Connections Travel Insurance 52

Wired and Dangerous

JANUARY 4, 2016

Welcome to 2016! We want to start 2016 by sharing one of our favorite examples of someone dedicated to delivering great service. Thank you for following our blog and best wishes for a fantastic 2016! ~ Chip and John. We are excited about the sparkling opportunities and shining moments that lay ahead!

Call Center 70

Call Center Resources Consulting Study 70

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

Talkdesk

MAY 17, 2016

Opentalk 2016 is upon us. Happily, we’re diligently reporting on all the happenings and learnings at Opentalk 2016. 5 Ways to Spend the Weekend in SF Before Opentalk 2016. Zuora CEO Tien Tzuo Shares Insights at Opentalk 2016. Exciting Talkdesk Product Announcements at Opentalk 2016. May 17th is finally here!

Social Media 40

Social Media Omni-Channel Conference Call Center 40

Storyminers

JUNE 3, 2022

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?

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Trends Customer Experience Wireless Entertainment 147

ShepHyken

JUNE 27, 2016

ON DEMAND: Microsoft’s 2016 Global State of Customer Service Report Reveal by Bill Peterson. My Comment: As the world becomes more and more digital, it is easy to miss opportunities to connect on an emotional level with the customer. The post 5 Top Customer Service Articles For the Week of June 27, 2016 appeared first on Shep Hyken.

Net Promoter Score 74

Net Promoter Score Customer Service NPS Report 74

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

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. Here are just a few ways you can connect with NewVoiceMedia at Dreamforce 2016. . And this year promises to be our biggest Dreamforce yet.

Sales 215

Sales Customer Confidence Connections Tips 215

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

Tricia Morris

APRIL 1, 2016

In the most recent American Express Customer Service Barometer , 99% of consumers say that getting a satisfactory answer or being connected to someone knowledgeable are important prerequisites to a great customer service experience. Get the 2016 Knowledge. ——– Want More Knowledge?

Infographics 40

Infographics Self Service Customer Service Report 40

Provide Support

DECEMBER 13, 2016

Stay Connected with your Customers. That is why it is important to stay connected with your customers and keep them informed about your company innovations and events. In this blog post I would like to offer you 6 strategies you may take to stay connected with your customers and create positive customer experience. (.).

Connections 40

Connections B2C B2B Study 40

Stella Connect

JANUARY 15, 2017

UncommonGoods is an online marketplace connecting makers and their creations with individuals looking for truly special goods. Jennifer Grim , Director of Customer Service at UncommonGoods, provides some valuable insights into how the company leverages Stella Connect. When did you first begin working with Stella Connect?

Connections 40

Connections Feedback Call Center Training 40

Avaya

SEPTEMBER 12, 2016

Security experts are converging at ASIS 2016, the world’s premier security event. To learn more about how Avaya is Securing the Everywhere Perimeter , please visit us at ASIS 2016, September 12-15 at the Orange County Convention Center in Orlando, Florida. Over 20,000 security professionals, including the top U.S.

Transportation 40

Transportation Healthcare Government Conference 40

OpinionLab

NOVEMBER 1, 2016

There is a whole body of work on how eliciting a positive emotional connection with customers leads to retention, advocacy and increased lifetime value. Here’s a guide to how OpinionLab can help uncover actionable insight that enables you to make great emotional connections with your mobile customer. 2) CX is a business priority.

Innovation 60

Innovation Return on Investment Airlines Study 60

OpinionLab

NOVEMBER 1, 2016

There is a whole body of work on how eliciting a positive emotional connection with customers leads to retention, advocacy and increased lifetime value. Here’s a guide to how OpinionLab can help uncover actionable insight that enables you to make great emotional connections with your mobile customer. 2) CX is a business priority.

Innovation 60

Innovation Return on Investment Airlines Study 60

Customer Enthusiast

JANUARY 3, 2016

With the New Year upon us, I was asked by a blogger to comment on trends that will influence customer experience in 2016. It’s true that mobile connectivity is a big deal (and the main reason that you and I have either downloaded the Uber app to our smartphones or know someone who has). Two days later, they were delivered to my home.

How To 40

How To Transportation Social Media Trends 40

Talkdesk

MAY 18, 2016

Opentalk 2016 was a whirlwind. Along with Talkdesk’s many product releases at Opentalk, we introduced Talkdesk Omnichannel , which will include voice, SMS and video to allow companies to connect with their customers in whatever way works best for them. Visit our Opentalk 2016 Full Coverage post for links to all things Opentalk.

Self Service 40

Self Service Omni-Channel Customer Centricity NPS 40

Storyminers

AUGUST 28, 2020

Eric Almquist does an excellent job of breaking down “The 30 Things Customer Really Value” in his 2016 Harvard Business Review article. At the apex of the customer value pyramid, some want to make a social impact. Focusing on product functionality only (the core of the MVP approach) doesn’t address most of these value types.

Measurement 240

Measurement Study Software Training 240

ShepHyken

NOVEMBER 21, 2016

The Future of Social Media (And How to Prepare For It): The State of Social Media 2016 Report by Ash Read. Buffer) Imagine being able to predict the next big thing on social media, knowing what social media will look like in 2017 and beyond and how will brands use social platforms to connect with their audience.

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

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

CloudCherry

MARCH 15, 2018

but are making it a point to tell their friends and social connections about their frustrating experiences. If you take the United States alone, there are 103 connections for 100 citizens. In 2016, Canada’s two telecom giants, Bell Canada and Telus, spent more money to stop subscribers from leaving them compared to the previous year.

Wireless 210

Wireless Customer Retention Call Center Advertising 210

Vonage

MARCH 28, 2019

In 2016, Bain & Co. Look at it from the customer’s perspective: The caller hears the phone ring and is quickly connected to a person who knows about them, understands the digital journeys they’ve already been on, and is the company’s best available expert on whatever they’re calling about.

Customer Experience 228

Customer Experience Contact Center Software Contact Center CRM 228

Tricia Morris

JANUARY 25, 2016

And when customers were able to connect, many agents were unable to resolve issues or answer questions because they weren’t given the knowledge, training, time, technology or permission to do so. Trends to Watch in 2016. It’s no wonder more and more customers began trying to self-serve first. What were their answers?

Self Service 40

Self Service Trends Customer Service Chief Customer Officer 40