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 Emerging trends in telecom sector. billion in 2021, at a CAGR of 43.6%. Network optimization.

Trends 107

Trends Industry Telecommunications Chatbots 107

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. Here are three key trends to watch: 1. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology.

Trends 153

Trends Customer Engagement Engagement Contact Center 153

NICE inContact

OCTOBER 28, 2016

Below, we outline the top 5 customer experience trends and how we are addressing them as we move into 2017. In our 2016 Consumer Research Report , we found that customer support representatives (CSRs) are still using phone-based support 86% of the time. Voice is Still Critical to Customer Service. Integrations are Key.

Contact Center 164

Contact Center Contact Center Software Social Media Exceptional Customer Service 164

Kayako

JANUARY 24, 2018

Armed with that empathy and over ten years in the business, there’s been one consistent signal that stands out from the noise in this year’s customer service trends: customers want effortless experiences. According to Google trends, search intent for “customer-centric” has been on the rise for the past two years.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

Fox Metrics

JUNE 25, 2020

New technologies, strategies, and trends are being introduced now and again to allow companies to meet the evolving interests and behavior of consumers. 76% of respondents of the Adobe 2016 Digital Trends Report think that marketing has changed more in the last two years, than the previous fifty. Voice Search.

Trends 111

Trends Marketing Social Media Advertising 111

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? What were the big trends and how will they evolve moving forward? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback.

Trends 48

Trends Customer Service Contact Center Analysis 48

Alida

DECEMBER 22, 2016

For business leaders, the new year is often a time to reflect on the biggest business trends shaping the corporate world. There isn’t a shortage of predictions on what the next year will bring, and spotting the business trends that truly matter can be difficult. Consumers have less faith in brands than ever before.

Trends 0

Trends Social Media Advertising e-support 0

transcosmos Information Systems

MAY 30, 2016

With cloud computing and system automation fast becoming a trend in most businesses, the need for IT infrastructure is stronger than ever. To keep your company afloat and thriving, you need to follow such trends in IT this 2016. Consumers prefer being proactive than by calling the helpdesk to fix IT issues.

Trends 48

Trends Tips Video System 48

TechSee

JUNE 5, 2018

With co-browsing gaining traction in customer service organizations, here are the 5 hottest trends currently developing in the co-browsing domain. trillion hours in 2016 — a year-over-year app engagement increase of over 50 percent. This reliance on AI can be enhanced with co-browsing technology. 1 Co-browsing for mobile apps.

Trends 116

Trends Self Service Chatbots Technology 116

QuestionPro Audience

FEBRUARY 15, 2018

and they are the fastest growing segment of technology consumers. Whereas millennials consume the trending technology and move on to the next, baby boomers are different. Baby boomers control 70% of disposable income, and smart companies are adapting technology to appeal to them.

Company 186

Company Travel Comparison Social Media 186

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. Here are three key trends to watch: 1. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

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. Here are three key trends to watch: 1. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

transcosmos Information Systems

MARCH 11, 2016

Technical support is heavily dictated by technology. Numerous advances in technology have been rapid and have created various paradigm shifts. In recent years, tech support has changed a lot to catch up with the ever-increasing and diversifying technology trends, not just for business clients, but also for consumers.

Trends 48

Trends Multi-Channel Social Media Video 48

QuestionPro Audience

JUNE 22, 2018

Pet technology is a category that is growing at a rapid pace, with no signs of slowing down. It is expected to generate $233 million in 2018, marking an 18% increase from 2017, according to a study by the Consumer Technology Association. Dog owners and cat owners have more in common than they would admit.

Industry 207

Industry Retail Technology Study 207

Tricia Morris

JANUARY 25, 2016

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , consumers now say they are using self-service FAQ pages on a company’s website for customer service more often than speaking with a live agent via phone. Trends to Watch in 2016.

Self Service 40

Self Service Trends Customer Service Chief Customer Officer 40

CSM Magazine

DECEMBER 14, 2015

Temkin Group, a leading customer experience firm, has published its annual list of customer experience trends. As a part of these publications, Temkin is calling 2016 “The Year of Emotion.” ” Here are the 10 customer experience trends to watch in 2016: 1. Effort Metric Expanding. About the Author.

Trends 40

Trends Customer Journeys Customer Experience Contact Center 40

Alida

DECEMBER 1, 2016

If banks weren’t already feeling the pressure from financial technology (fintech) startups, they should be now: Fintech companies are officially mainstream. The study, released in November 2016, showed that fintech adoption is particularly high in emerging markets like China and India. They’ve tapped into trends that others haven’t.

Customer Experience 193

Customer Experience Financial Banking Culture 193

Fox Metrics

JUNE 25, 2020

New technologies, strategies, and trends are being introduced now and again to allow companies to meet the evolving interests and behavior of consumers. 76% of respondents of the Adobe 2016 Digital Trends Report think that marketing has changed more in the last two years, than the previous fifty. Voice Search.

Trends 64

Trends Marketing Social Media Analytics 64

C3Centricity

APRIL 17, 2019

Some say California is the centre of internet marketing; the San Francisco area for technology and San Diego for marketing. Creating shared value has become a strong commitment of many of the leading global players in the consumer goods market. I tend to agree after having recently attended events in both cities.

Marketing 198

Marketing Technology Customer Centricity Conference 198

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. How do you support the remote and/or hybrid environment from a technology perspective? What results have you seen?

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

transcosmos Information Systems

DECEMBER 1, 2015

Shopping around for your IT support company is time-consuming but should not be a tough task. Here are 4 of the top trends that will shape the way we do business in 2016, which we need to look out for. Here are 4 of the top trends that will shape the way we do business in 2016, which we need to look out for.

Trends 48

Trends Social Media Consumers Technology 48

QuestionPro Audience

JUNE 6, 2018

A 2016 report found that the average age for children to get a phone is 10.3. According to research conducted by the Kaiser Foundation, children and teens use four to five times the recommended amount of technology. Tristan Harris, a former design ethicist at Google, is now the executive director of the Center for Humane Technology.

Technology 220

Technology System Industry Consumers 220

Experience Investigators by 360Connext

FEBRUARY 23, 2015

I had an opportunity to interview James Bell, Head of Consumer Affairs for General Motors , about how they gather feedback and use it to create new innovations. To that end, all GM cars will have in-car wifi by the end of 2016. Customers have a new voice in innovation.

Innovation 110

Innovation Consumers Social Media Feedback 110

NICE inContact

FEBRUARY 29, 2016

As I talk to many new customers about why they are moving to the cloud, I’m seeing several trends that demonstrate how we’re helping companies achieve their goals. Here’s another example of a global networking technology company serving retail, manufacturing, and other industries.

Contact Center 120

Contact Center Omni-Channel e-support Social Media 120

QuestionPro Audience

JANUARY 17, 2018

The Consumer Electronics Show (CES) is an annual trade show where the consumer technology world goes to introduce their newest innovations to the marketplace. Even better, it comes with lawn mowing and leaf blowing attachments, so you can retire from yard work forever.

Consumers 236

Consumers Innovation Technology Measurement 236

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

Lumoa

AUGUST 23, 2021

Another trend to emerge throughout the increasing digital interactions has been the use of video. Changes in behaviors As customer expectations continue to rise, CX leaders have needed to make integrated technologies a priority because seemingly the switch is here to stay for the long-term.

Customer Experience 236

Customer Experience Social Media Video Customers 236

Second to None

APRIL 3, 2018

Another impactful trend in this industry is the proliferation of different ordering technologies. In the past, convenience was offered via rapid speed of service and enhanced drive-thru technologies, but now this value is being taken care of via eCommerce channels. 1] [link]. [2] 2] [link]. [3]

Brands 63

Brands Consumers Rewards Programs Loyalty 63

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. Messina coined the phrase Conversational Commerce in 2016 to describe all the changes happening in the way we interact with customers in the consumer marketplace.

Meeting 166

Meeting Social Media Call Center Multi-Channel 166

Joe Rawlinson

JANUARY 27, 2016

With a saturation of marketing and advertising, companies rely more on consumer emotions to sell a product. But these four emotions and strategies are key ways to engage new customers in 2016. Apple is no stranger to creating a sentimental connection to its products, and it’s a trend we see more often in today’s marketing.

Consumers 60

Consumers Marketing Advertising Hotels 60

SurveyGizmo

JULY 19, 2018

While 75 percent of organizations believe themselves to be customer-centric, only 30 percent of consumers agree, according to Capgemini. The strongest data influencing the shift in CX is behavior-based: Consumers buy experiences, not things. How technology enhances a CX strategy.   That’s where technology come in.

CRM 65

CRM Technology Data Net Promoter Score 65

ShepHyken

NOVEMBER 14, 2016

8 Realistic Customer Service Trends for 2017 by Sven Ri. Userlike) Predictions of customer service trends are best based on trends in consumer behavior: What platforms and technology are they adopting? Here are some trends to consider as we turn the corner on the year. Where customers go, service follows.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

Bold360

MARCH 9, 2017

Technology has progressed astronomically in the last decade, and its ripple effects are felt in every business, in every field. Consumers no longer peruse and purchase in the same ways, and we cannot approach them as we used to. Consumers are used to comfort and convenience, and have little patience for hassle or waiting.

Omni-Channel 65

Omni-Channel Self Service Consumers Connections 65

NICE inContact

JUNE 21, 2016

Customer experience is a huge factor in bringing consumers back into the fold as repeat customers. DON’T: Think of technology as a panacea. Having the best quality monitoring technology can certainly help improve quality in your contact center. This article was originally published May 16, 2016 on ICMI.

Contact Center 125

Contact Center Trends Groups Training 125

Eptica

JULY 6, 2016

Date: Wednesday, July 6, 2016 Understanding 6 key trends in UK customer service. Published on: July 06, 2016. Here are six interesting trends and findings that we uncovered from the report: 1. Here are six interesting trends and findings that we uncovered from the report: 1.

Trends 49

Trends Customer Service Social Media Contact Center 49

Natalie Petouhof

MAY 24, 2016

Smart devices, mobile technology and social media are increasing the volume and variety of customer data available at an accelerated rate, turning data brokering into a multibillion dollar business while simultaneously making data more affordable than ever. General information about consumers is now available for about $0.50

Technology 40

Technology Social Media Data Advertising 40

ShepHyken

DECEMBER 5, 2016

But a recent panel of loyalty experts said it’s personal interaction and attention that ultimately win the hearts and minds of consumers. My Comment: With all of the technology that is enhancing customer service and CX, a major driver of customer loyalty, we still can’t ignore the personal touch. Follow on Twitter: @Hyken.

Customer Service 48

Customer Service Travel Customer Retention Loyalty 48