QuestionPro Audience

FEBRUARY 16, 2018

By 2016, spending nearly quadrupled to $62.75 We took a look at four tech trends that are taking the pet world by storm. Pet owners are using this technology to monitor their pets’ health. The American Pet Products Association (APPA) reports Americans spent $17 billion on their pets in 1994.

Industry 199

Industry Trends Insurance Exercises 199

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. What CX trends do you see emerging this year? 2016 Answer. 2016 will be the year that technology will (finally) let us put humans first again. We’ve updated it for 2017.

Trends 171

Trends Customer Experience Wireless Entertainment 171

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

CSM Magazine

FEBRUARY 17, 2022

As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate. Megan Neale and Roger Beadle, Co-Founders of Limitless , explore future trends. In light of this, there are three important trends that will be indispensable to customer service.

Trends 98

Trends Industry Customer Service Chatbots 98

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

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

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. Customer-Driven Opportunity.

Call Center 139

Call Center Self Service Technology Competitive Advantage 139

QuestionPro Audience

OCTOBER 10, 2018

The pet industry has seen changes like the popularity of grain-free food and pet technology. In 2016, $15.42 With Americans waiting until later, if at all, to start a family , the bond with their pets has grown stronger, and young Americans are leading in their rate of pet ownership. Now, the focus is on CBD oil for pets.

Healthcare 170

Healthcare Trends Retail Industry 170

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. However, IT infrastructure, just like everything else, comes and goes. Multimedia Collaboration.

Trends 48

Trends Tips Video System 48

Clarivate

NOVEMBER 11, 2021

Timely recommendation for reimbursement by health technology assessment (HTA) agencies is critical to ensure that patient access to medicines of therapeutic value is not delayed. The following article summarizes key findings from the latest CIRS R&D Briefing, Review of HTA outcomes and timelines in Australia, Canada and Europe 2016-202 0.

Trends 52

Trends Comparison Study Strategy 52

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

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

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. The insights collected from the individuals above for 2016 are an interesting mix with a fantastic focus on people. Jeanne Bliss: Chief Customer Officer Author and CXPA Co-founder.

Trends 40

Trends Chief Customer Officer Customer Service eBook 40

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

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. What CX trends do you see emerging this year? 2016 Answer. 2016 will be the year that technology will (finally) let us put humans first again. We’ve updated it for 2017.

Trends 100

Trends Customer Experience Wireless Entertainment 100

InMoment XI

MAY 4, 2022

Employee Benefit Trends Study , which reported that employee loyalty was at a 3-year low. 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. Metlife had similar findings in its 2011 Annual U.S. industries in 2013.).

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

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. Virtually all industries saw some form of consolidation in 2016.

Trends 0

Trends Social Media Advertising e-support 0

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

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

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

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

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

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

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

Calabrio

SEPTEMBER 21, 2016

The contact center as profit driver: it keeps popping up on lists of top business trends for 2016. Fortunately, new technologies now provide intuitive functionality for harnessing the power of these customer voices. The post How Analytics Technology is Changing the Contact Center appeared first on Calabrio.

Contact Center 100

Contact Center Analytics Technology Customer Voice 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. Their unique demonstration of the future remain ahead of all the other trend-following, scenario planning agencies, even today! I tend to agree after having recently attended events in both cities.

Marketing 198

Marketing Technology Customer Centricity Conference 198

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. Customers will expect more in 2016 and companies need to go back towards the basics. Countless companies provide the usual services that will allow your business to function.

Trends 48

Trends Social Media Consumers Technology 48

Calabrio

JUNE 30, 2016

Every day businesses collect an enormous amount of data from their customers from various channels – including the contact center – with technologies such as Calabrio ONE. But with the help of analytics, data can be broken down and analyzed in ways that highlight relevant trends and outliers.

Trends 100

Trends Industry Contact Center Analytics 100

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

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

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

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

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

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

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. What do you think?

Technology 120

Technology Transportation Customer Centricity Entertainment 120