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. Reporting Your customer care program may accumulate more data than any other part of your organization. Hourly staff?

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

TechSee

APRIL 10, 2018

As businesses increasingly realize that leveraging the power of technology creates a clear competitive advantage, the future of the BPO industry has become dependent on its willingness to adopt new growth and BPO technology trends that will serve as a value multiplier for their offerings. BPO Technology trends: Blessing or Curse?

Call Center 139

Call Center Self Service Technology Competitive Advantage 139

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

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. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Calabrio

JUNE 9, 2016

At Calabrio, we like to stay ahead of the curve so we can meet our customers where they want to be tomorrow, instead of where they were yesterday. 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.

Contact Center 100

Contact Center Report Banking eBook 100

C3Centricity

APRIL 17, 2019

Some say California is the centre of internet marketing; the San Francisco area for technology and San Diego for marketing. HEART-CENTERED VERSUS CUSTOMER-CENTRIC. You know that I am a champion of customer centricity. I love to support companies that want to put their customers at the heart of their businesses.

Marketing 198

Marketing Technology Customer Centricity Conference 198

Michelli Experience

DECEMBER 30, 2015

Here are my 6 commitments for 2016, I will be asking you to share your targets at the end of this post: Show-up : Surely, you have run across people who perpetually make excuses or you’ve had interactions with those who seem to be in a constant state of “trying.” Does that mean (in the words of Charlie Sheen) you are “winning?”

Social Media 100

Social Media Government System Consumers 100

Oracle

APRIL 22, 2019

This technology places intangible objects alongside real-world ones, with the combo of a headset or mobile device’s camera, sensors, and a specially-crafted app making this whole magic come alive in real time. So what is AR technology? Augmented reality has since evolved into a much more sophisticated, affordable technology.

Technology 106

Technology Tourism Telecommunications Automotive 106

NICE inContact

DECEMBER 14, 2016

Success Depends On More Than Just Technology. You’re implementing a new technology solution – great! Contact center solutions , like those offered by inContact, directly contribute to increased efficiency, improved customer satisfaction, and much more. Set Realistic Expectations For Leadership. And we shouldn’t blame them!

Contact Center 138

Contact Center Technology Management Training 138

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. Profit and growth are stimulated primarily by customer loyalty. Loyalty is a direct result of customer satisfaction.

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

iPerceptions

FEBRUARY 3, 2016

It's a new year, and the first month of 2016 has already seen a lot of interesting developments in the world of customer experience technology and strategy. CX strategists and advocates will want to know where things are headed as 2016 moves along, so here are a few of the biggest headlines and discoveries thus far.

Customer Centricity 48

Customer Centricity Customers Technology Strategy 48

Calabrio

SEPTEMBER 21, 2016

The contact center as profit driver: it keeps popping up on lists of top business trends for 2016. That’s 200B+ minutes of your customers telling you who they are and what they want. Just as bad: 52% of contact centers don’t share customer intelligence with the rest of the enterprise. Your customers are talking.

Contact Center 100

Contact Center Analytics Technology Customer Voice 100

iPerceptions

MARCH 4, 2016

Now that the second month of 2016 has come to a close, the year's customer-centric trends and developments are beginning to take form. Let's take a closer look at what February had to offer in terms of the customer experience , from technology to strategy and everything in between.

Customer Centricity 48

Customer Centricity Trends Customers Technology 48

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. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Trends 214

Trends Customer Service Chatbots Omni-Channel 214

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. When their customers were asked, only eight percent agreed with them.

Customer Experience 228

Customer Experience Contact Center Software Contact Center CRM 228

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. Establishing a customer-centric culture.

Customer Experience 193

Customer Experience Financial Banking Culture 193

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. Not because I was speaking about customer centricity as a disruptor, but because it was an all-female group. Technology is an enabler; it’s customer-centricity that is the disruptor today.

Technology 120

Technology Transportation Customer Centricity Entertainment 120

Oracle

OCTOBER 2, 2019

One thing retailers can do to stand out from the competition is to improve their online customer experience (CX) using new technologies that improve the online shopping experience. Here are 5 examples of CX technologies retailers can use to encourage customers to buy on their sites and nurture customer loyalty.

Ecommerce 87

Ecommerce Technology Social Media Chatbots 87

Lumoa

DECEMBER 17, 2021

The business and growth of Lumoa are driven by the megatrends of data driven decision making, customer focus and digitalization. Following the change, Lumoa will continue to aim high, empower even more its customers to drive business and continue building industry leading AI service.

Ecommerce 208

Ecommerce Banking Retail Industry 208

iPerceptions

JANUARY 13, 2016

2016 has already been pinned as the year of virtual reality. With a new wave of predictions comes increasingly lofty expectations on marketers to leverage new technologies and deliver flawless customer experiences. The new year is upon us and with it comes a new set of predictions.

Customer Experience 48

Customer Experience Trends Customers Technology 48

iPerceptions

JANUARY 13, 2016

2016 has already been pinned as the year of virtual reality and all things Facebook. With a new wave of predictions comes increasingly lofty expectations on marketers to leverage new technologies and deliver flawless customer experiences. The new year is upon us and with it comes a new set of predictions.

Customer Experience 48

Customer Experience Trends Customers Technology 48

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? 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. Is a lack of consistency letting your customer service down?

Trends 48

Trends Customer Service Contact Center Analysis 48

CloudCherry

MARCH 15, 2018

The customer experience wave has disrupted several industries and Telecom is one of them. Today, customers aren’t just leaving some of the biggest telecom brands in the world (Comcast ring a bell?) Customer retention is, therefore, the most pragmatic solution to tackle customer churn. Well, there are reasons for it.

Wireless 210

Wireless Customer Retention Call Center Advertising 210

Tricia Morris

DECEMBER 18, 2015

It’s easy when you’re asked about trends to talk about an innovative technology or feature you know is going to create a buzz. Jeanne Bliss: Chief Customer Officer Author and CXPA Co-founder. Sumair Dutta: The Service Council Chief Customer Officer and Former Aberdeen Customer Experience Analyst.

Trends 40

Trends Chief Customer Officer Customer Service eBook 40

NICE inContact

AUGUST 25, 2016

According to Gartner’s report, Bridge Silos of Customer Engagement, or Risk Killing Your customer Experience , “Customer engagement is frequently delivered in silos, even though this is a known, significant customer experience issue. The days of technology-driven process design are over.

Customer Engagement 121

Customer Engagement Connections Engagement Contact Center 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. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Trends 159

Trends Customer Service Chatbots Omni-Channel 159

ShepHyken

JUNE 20, 2016

Each week I read a number of customer service articles from various online resources. World’s 3 MOST Customer Centric Companies: How do they do it!! Customer Guru) Here are our top three picks for the most customer centric companies and some lessons on how they manage to be customer-centric despite their size and diversity.

Customer Service 78

Customer Service Loyalty Programs Customer Centricity Chatbots 78

Michelli Experience

MARCH 11, 2016

Mobile technology has reached unprecedented levels on innovation. In 2016, mobile marketing will be a must-have by many businesses. Everyday mobile users have come to expect higher forms of engagement, and they’re pushing the smartphone’s technological progress in an interesting direction. Six: The Numbers Don’t Lie.

Technology 100

Technology Company Marketing Loyalty Programs 100

Experience Matters

NOVEMBER 13, 2017

We just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the sixth year of the ratings, here are links to the 2012, 2013, 2014, 2015, and 2016 ratings.

Report 227

Report Groups Survey Customer Experience 227

Win the Customer

FEBRUARY 5, 2016

Did you know that that delivering customer happiness is one of the easiest parts of working in support? And that the greatest challenge for customer support professionals is tackling burnout? In fact, 95% of respondents stated that handling customer enquiries was their top priority – and they’re good at it too.

Infographics 52

Infographics Survey Customers Report 52

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. The top reasons we see many companies adopting the cloud : Achieving both customer experience and business goals. The contact center is truly the front line in this battle.

Contact Center 120

Contact Center Omni-Channel e-support Social Media 120

ShepHyken

MAY 30, 2016

Each week I read a number of customer service articles from various online resources. The Great Customer Service Debate by Judith Aquino . 1to1 Media) Can companies trade the human touch for automation without sacrificing the quality of their customer service? The Great Customer Service Debate by Judith Aquino .

Customer Service 72

Customer Service Self Service Competitive Advantage Tips 72

Talkdesk

MAY 17, 2016

Opentalk 2016 is upon us. The Talkdesk team will be spending the day at The Village in San Francisco talking to forward-thinking business leaders and learning more about the future of the customer experience. Happily, we’re diligently reporting on all the happenings and learnings at Opentalk 2016. May 17th is finally here!

Social Media 40

Social Media Omni-Channel Conference Call Center 40

Tricia Morris

MARCH 4, 2016

At Microsoft, and most absolutely with our customer service technology, we take these words to heart as we continue our consistent growth and progress among a steady stream of early 2016 award wins which now includes the 2016 CRM Magazine Service Leader Awards.

CRM 40

CRM Innovation Technology Customer Service 40

The DiJulius Group

JANUARY 27, 2016

You need to make 2016 the year you create an unfair competitive advantage from everyone else. Become the brand you Customers cannot live without and make price irrelevant. It needs to be […].

Strategy 40

Strategy Customer Experience Competitive Advantage Customers 40

CX University

SEPTEMBER 11, 2018

In 2016, they lost 340 patent examiners, allowing them to boast a 96% retention rate. But despite the organization’s clear focus on technology and innovation, the primary focus of employee engagement initiatives is much broader. Preparing Your Employment Value Proposition for 2016.” How Can Mature Organizations Retain Talent?

Management 209

Management Employee Engagement Government Engagement 209

Comm100

JUNE 15, 2022

Digital customer engagement is always evolving. 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. Provide cost-effective 24/7 support to improve customer engagement.

Chatbots 206

Chatbots Industry Customer Service Wait Times 206