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

Uniphore

JANUARY 4, 2022

Join us as we explore the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s enterprise. Find out about the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s modern enterprise.

Contact Center 317

Contact Center Innovation Multi-Channel Customer Retention 317

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. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience). 2016 Answer.

Trends 147

Trends Customer Experience Wireless Entertainment 147

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

SuiteCX

JANUARY 21, 2016

Here are some practical tips to help you be more productive in 2016. How to Get a Deeper Understanding of Your Customers for 2016. December 20, 2015 Customer Experience Management: How can you get a deeper understanding of your customers for 2016? Here are some practical tips to help you be more productive in 2016.

Customer Journeys 100

Customer Journeys Customer Centricity Leadership Social Media 100

Currency Alliance

MAY 9, 2022

Behind the scenes, ‘API-enabled’ (or ideally ‘API-first’) implies a technical architecture that allows computer systems to interact with each other – allowing each to perform those tasks for which it was optimized – and that most of the systems are relatively independent in how they operate. Features of an API-first loyalty platform.

Loyalty 52

Loyalty Technology Loyalty Programs Multi-Channel 52

Vonage

MARCH 28, 2019

Imagine a technology that promises to help your business but instead is poisoning your customer’s experiences. A technology that has its most deadly effect at the precise moments when your customers need you the most. In 2016, Bain & Co. In fact, the technology is all but transparent to the customer.

Customer Experience 228

Customer Experience Contact Center Software Contact Center CRM 228

Comm100

JANUARY 14, 2016

As technology continues to open new avenues for innovation and business transformation, so too will the shopping and buying habits of consumers. Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Lumoa

JUNE 23, 2021

However, as these contact centers that ran on legacy solutions and on-premise systems grow obsolete while the world hurtles to a cloud-hosted future expedited by the pandemic, the world has been witness to a new phenomenon called contact-center-as-a-service (CCaaS).

Trends 208

Trends Self Service Contact Center Omni-Channel 208

NICE inContact

FEBRUARY 29, 2016

Customer experience is rapidly evolving for organizations of any size, a result of the proliferation of digital channels and social media, mobile technology, the need to reduce customer churn and to increase loyalty of consumers. inContact is attending Enterprise Connect on March 7-10 in Orlando, Florida.

Contact Center 120

Contact Center Omni-Channel e-support Social Media 120

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 206

Chatbots Industry Customer Service Wait Times 206

Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. The “smart” technology that revolutionized our cell phones is finding its way into just about everything: medical devices, baby monitors, smoke detectors, thermostats, running shoes, even cows. The researchers at Gartner estimate that nearly 12.5

Customer Engagement 133

Customer Engagement Omni-Channel Engagement Self Service 133

Avaya

SEPTEMBER 12, 2016

Security experts are converging at ASIS 2016, the world’s premier security event. As a consequence, threat identification and mitigation is more critical than ever for those responsible for the integrity, resiliency, and availability of networks, information and systems. Over 20,000 security professionals, including the top U.S.

Transportation 40

Transportation Healthcare Government Conference 40

Optimove

NOVEMBER 22, 2023

The Collaborative Powerhouse: Over the past few years, our journey with AI technology has been nothing short of transformative. A Demand for Innovation: We are thankful to all the stakeholders who envisioned a comprehensive, AI-driven system that could seamlessly optimize workflows.

Innovation 52

Innovation Loyalty Customer Centricity Consumers 52

Eptica

MAY 3, 2017

Date: Wednesday, May 3, 2017 Connecting telecoms providers with improved customer service. The pace of technological change means that new services are constantly being launched while there is ongoing pressure on prices, with consumers demanding more for less at every contract renewal. Published on: May 03, 2017.

Connections 49

Connections Self Service Customer Service Wait Times 49

Oracle

OCTOBER 31, 2018

Given that Halloween is a holiday where communities open their doors to friends and strangers alike, helping to strengthen bonds between neighbors and forge ties between both children in the streets and adults manning the candy station, it’s no surprise that CX technologies have a role to play in the pageantry. Happy Halloween!

Technology 40

Technology Social Media Fashion Connections 40

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. Other companies invest in a costly but reliable system that will pay for itself in the long run. Customers will expect more in 2016 and companies need to go back towards the basics.

Trends 48

Trends Social Media Consumers Technology 48

Tricia Morris

JANUARY 11, 2016

We’ve all heard the saying “customer service is the new marketing,” but with 89% of companies expected to compete mostly on the basis of customer experience in 2016 (compared to just 36% in 2010)*, it’s not just marketing where customer service makes an impact. Beyond Knowledge: Insights. Beyond Insights: Mobility.

Trends 40

Trends Customer Service Chief Customer Officer CRM 40

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. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience). 2016 Answer.

Trends 171

Trends Customer Experience Wireless Entertainment 171

TechSee

MAY 15, 2018

While the connected home market is growing steadily, it certainly has not exploded. In fact, according to PwC’s 2017 consumer study of the IoT and the connected home, while 81% of consumers are aware of smart technology, only 26% actually own a smart device. Interoperability and Stability.

Analysis 111

Analysis Marketing Self Service Wireless 111

Alida

MAY 8, 2018

The State of Engagement Report found three quarters of those surveyed believe their jobs are on the line if their customer experience (CX) strategies are unsuccessful, while almost half of respondents believe it’s possible their jobs are at risk if their technology investments fail. CMOs know there’s CX leadership gap.

Report 173

Report Customer Experience Leadership Study 173

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. Related Posts 5 reasons not to miss Connect 2016 if you’re striving for sales & service excellence. On the board.

Contact Center 0

Contact Center Gamification Competitive Advantage Study 0

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

Talkdesk

MAY 31, 2016

Our inaugural summit, Opentalk 2016, explored the of the future of customer experience. We are thrilled to announce the winners of Talkdesk’s 2016 Customer Awards. 2016 is the first year that we are handing out Talkdesk Customer Awards. Congratulations to the 2016 Winners of the Talkdesk Customer Awards! Winner: DoorDash.

Customer Centricity 40

Customer Centricity Effort Score Case Study Innovation 40

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

Chattermill

AUGUST 8, 2017

Using technology to improve your customer experience. 63% of companies prioritised investing in new technology to improve customer experience and the options are far and wide when it comes to picking the right investment. Using technology to improve customer experience. Using technology to understand the customer.

Technology 40

Technology Customer Experience Net Promoter Score Chatbots 40

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

Kustomer

JUNE 27, 2022

Types of Customer Support Software What Are the Key Technology Components of Customer Service? Five9 UJET Aircall Stella Connect RingCentral Ada 8×8 Klaviyo Simplr Delighted Dialpad Shelf. Automation: This type of technology is multi-faceted. What Are the 12 Best CS Software Tools in 2022? What Is Customer Service Software?

Software 98

Software Tools Customer Service Self Service 98

Storyminers

JULY 7, 2020

While the technology is rolled out in phases, the people on the front line must adapt (continuously). In my opinion, this will be a very exciting time for those agents who can learn to leverage technology to their advantage, i.e. to serve customers better. It will not be the tech or the agents that, ultimately, determine success.

Contact Center 147

Contact Center Customer Expectations Management Wireless 147

Bold360

NOVEMBER 21, 2016

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. “I have learned in 2016 that our customers (aged 18-24 years old or the millennials) spend most of their time…” On their mobile devices. than by email or phone.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 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 business, a feedback loop is a system that is created to listen and learn from your customers. Change management for recently deployed technology.

Feedback 120

Feedback Brands Exceptional Customer Service Social Media 120

Lumoa

APRIL 3, 2018

But it is not a surprise because NPS gives a very simple and easy to track system to follow your most and least loyal customers. The Net Promoter System is an open source system, which means you can change&customize the questions for your own purpose. That's where text analytics technologies come into play.

Net Promoter Score 337

Net Promoter Score NPS Touchpoint Feedback 337

TechSee

FEBRUARY 1, 2021

No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. billion in 2016 to $17.67 This growth is expected to continue: the IoT telecom services market was estimated to grow from $2.90

Trends 107

Trends Industry Telecommunications Chatbots 107

Optimove

JUNE 24, 2021

By 2016, interest in the category began to take off and in 2018 CDPs went mainstream. Somewhere along the journey, the essence of this technology changed. The question now is which technology should provide this unified customer profile. How did we get here? A short but important distinction between CDPs.

Marketing 87

Marketing Data Technology System 87

TechSee

JANUARY 2, 2018

trillion in claims were paid by insurance companies in 2016 alone. The visual claim process itself is easy and quick The adjustor can simply establish a live video connection with the customer (no app download necessary) in order to easily review and visually communicate with the customer through augmented reality tools.

Insurance 116

Insurance Telecommunications Contact Center Video 116

Storyminers

JULY 11, 2016

Much of this thinking comes from entrenched systems and processes. With advances in technology, digital and mobile, customers demand more attention—and more value—from the brands they choose. Decision makers focused on what they could measure. But they only measured what they could see. The customer was rarely part of the equation.

Self Service 100

Self Service B2C CRM Technology 100

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. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience). 2016 Answer.

Trends 100

Trends Customer Experience Wireless Entertainment 100