4 Technology Trends set to Improve Customer Experience in 2017
Uniphore
APRIL 6, 2017
As customers have more alternatives than ever, the businesses that win the battle of customer service gain a clear competitive advantage.
3 Customer Engagement Trends to Watch in 2017
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. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Start here.
Trends 
153
153 Join 134,000+
Insiders
Sign Up for our Newsletter
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Webinars
How Retailers Are Transforming Customer Experiences with Data & AI
Turn Payments Into Personalization: Unlock the Value of Transaction Data
Trending Sources
Turning customer experience into competitive advantage
Eptica
OCTOBER 25, 2017
Date: Wednesday, October 25, 2017 Turning customer experience into competitive advantage. Published on: October 25, 2017. At a time when competition is ever-increasing, the experience that consumers receive is central to attracting and retaining their business, and therefore to the company bottom line.
3 Customer Engagement Trends to Watch in 2017
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. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Start here.
Trends 100
100 
3 Customer Engagement Trends to Watch in 2017
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. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Start here.
Trends 100
100 
10 massive business trends that will shape 2017 and beyond
Alida
DECEMBER 22, 2016
We’ve collected 10 of the most insightful predictions that we believe will define not just 2017, but also the years ahead. Gaining customer trust will become a more significant source of long-term competitive advantage. Forrester Research is predicting more espionage, ransomware and privacy breaches in 2017.
Trends 0
0 
Top CX tips for delivering a ‘Branded Customer Experience’
Vonage
SEPTEMBER 15, 2017
Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes. Paul’s Hotel. Find out more and register now.
Tips 267
267 
15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 1]
Lumoa
JANUARY 9, 2018
Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX Much of the improvement has been driven by advancements in product innovation and digital technology. Many organizations are currently enamoured with the promise of technology and big data.
What were the key CX trends in 2017?
Eptica
DECEMBER 20, 2017
Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.
Trends 48
48 
Why the retail apocalypse is really a renaissance, and what your company can do about it
Alida
SEPTEMBER 6, 2018
between 2017 and 2022. Meanwhile, IHL Group recorded a net increase of 4,000 new store openings in 2017—a far cry from a collapse. Understanding what customers really want is what will provide competitive advantage. Finally, consumers are feeling pretty good about the economy with 59.5%
Retail 243
243 
What are the Strategic Advantages of IT Outsourcing?
Magellan Solutions
FEBRUARY 5, 2024
Discovering the secrets of success lies in understanding the game-changing advantages of information technology (IT) outsourcing. IT outsourcing is when a company hires outside vendors to handle technology operations and tasks. Let’s explore the advantages of IT outsourcing. Did you know? Let’s get into it!
19 Fundamental Customer Experience Stats for 2017
Clarabridge
JANUARY 4, 2017
Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. 48% of CX pros believe this focus gives them a competitive advantage 5. Most brands have not increased their CX budget from 2016 to 2017. As a discipline, customer experience is growing up. 1 Accenture.
5 Top Customer Service Articles for the Week of September 4, 2017
ShepHyken
SEPTEMBER 4, 2017
Technology NPS Benchmarks by CustomerGauge. CustomerGauge) There are a hundreds of technology innovations clamouring for customer’s attention, yet only a few are dominating customers’ loyalty. Not only is it a competitive advantage for your business development team, it also is a great way to keep current customers happy.
19 Fundamental Customer Experience Stats for 2017
Clarabridge
JANUARY 4, 2017
Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. 48% of CX pros believe this focus gives them a competitive advantage 5. Most brands have not increased their CX budget from 2016 to 2017. As a discipline, customer experience is growing up. 1 Accenture.
Collaboration is what CCOs need to embrace
Customer Bliss
JUNE 15, 2017
This is from a new Digital Tonto article called “The Era of Mass Collaboration:” The truth is that today the possibilities of many technologies far exceed the ability of any one firm to capitalize on them. As Digital Tonto says, “extend capabilities through collaboration.”
Top CX tips for delivering a ‘Branded Customer Experience’
Vonage
OCTOBER 2, 2017
Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes. Paul's Hotel. Find out more and register now.
Tips 133
133 
Top 3 Customer Service Trends for 2019 [Infographic]
Provide Support
APRIL 26, 2019
Though 2019 year will not become the year if AI in customer service, the impact of technology and customer demand on it cannot remain unnoticed. Customer service now becomes a competitive advantage for many companies during the sales process. © 2003 - 2017 Provide Support LLC. Read more. Permalink | No comment.
Infographics 63
63 
Top BOB Blog Posts for 2017: Data Science, Machine Learning and Customer Analytics Best Practices
Bob Hayes
DECEMBER 17, 2017
All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. These skill areas are: 1) subject matter expertise, 2) technology/programming and 3) statistics/math. I did my part this year to spread interest in analytics to more people.
Analytics 46
46 
State of Analytics In Customer Programs: Customer Loyalty Focus, Machine Learning Adoption and the Data Science Skill Gap
Bob Hayes
SEPTEMBER 18, 2017
Only 32% of respondents are satisfied with their company's use of analytics to create a competitive advantage. Data were collected from January to March 2017. Creating a Competitive Advantage with Analytics. The use of multiple survey methods is the most common practice across companies (80% of companies).
Analytics 113
113 
Top BOB Blog Posts for 2017: Data Science, Machine Learning and Customer Analytics Best Practices
Bob Hayes
DECEMBER 17, 2017
All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. These skill areas are: 1) subject matter expertise, 2) technology/programming and 3) statistics/math. I did my part this year to spread interest in analytics to more people.
Analytics 40
40 
The Reasons Behind Tesla’s High Net Promoter Score
Retently
MARCH 29, 2023
With 805 Supercharger stations in 2017, Tesla’s interactive map illustrated its plan to expand them over the next few years. Tesla’s autopilot technology is a significant selling point for its vehicles. The technology has received positive customer reviews and helped differentiate Tesla from other automobile manufacturers.
When this retail futurist speaks, Google, Walmart and Intel listen
Alida
JULY 13, 2017
The key to survival in the age of Amazon is customer experience, but few are doing it well enough to gain the necessary competitive advantage and are leaving their customers indifferent, according to the recent 2017 Global Customer Experience Trends report by Forrester Research.
Retail 100
100 
5 best practices for a successful business transformation
Talkdesk
FEBRUARY 27, 2020
Embarking on digital transformation is a transition that spans all aspects of an organization, including technology, strategy and culture. between 2017 and 2018. Because of this, it is not something that happens overnight, but rather takes thoughtful planning, preparation, coordination and support from all business stakeholders.
Abandon Rate 80
80 
5 Top Customer Service Articles For the Week of January 8, 2018
ShepHyken
JANUARY 8, 2018
Retail customer experience gurus, leaders and experts shared their insight with Retail Customer Experience via email as 2017 ebbed to a close. My Comment: Would you want your customers to visit an outdated website or experience old technology and systems when interacting with your company? Of course, not!
4 Energizing Revelations for the Utilities Industry
North Highland
MAY 17, 2019
Autonomous mobility/smart city planning is unique for utilities as it’s seen as a competitive advantage if achieved; interestingly, it is also considered the most affordable initiative. D&A is also viewed as a competitive advantage but seen as costlier than autonomous mobility/smart city planning.
Industry 63
63 A third of consumers would rather clean a toilet than talk to customer service
Maru/HUB
FEBRUARY 2, 2018
An interesting study conducted by Aspect in 2017 revealed that amongst the 1,000 American consumers surveyed, nearly a third would rather clean a toilet than talk to customer service. In our last post, we argued that innovative experiences such as Amazon Go, makes it difficult to gain rich insight in the form of a real conversation.
Omni-Channel 80
80 
Too Big To Care? Why Mega-Mergers Threaten Us
Beyond Philosophy
MAY 3, 2018
Airlines, technology, retail (on and offline), and even hospitals have been merging over the past twenty years. Fewer choices means providers require less attention to fostering a competitive advantage by providing an excellent, customer-centered experience. 16 January 2017. What CEOs want to Hear in 2017.”
Wireless 113
113 
5 Top Customer Service Articles For the Week of November 20, 2017
ShepHyken
NOVEMBER 20, 2017
A customer service rep’s or salesperson’s memory, sometimes supported by data and technology, can be a competitive advantage. The post 5 Top Customer Service Articles For the Week of November 20, 2017 appeared first on Shep Hyken. My Comment: Personalization is a hot topic. Memory” can be a big part of that.
CX Apps Making Air Travel More Comfortable
Oracle
AUGUST 14, 2019
Thanks to the proliferation of new technology in the form of artificial intelligence (AI) , internet of things (IoT) sensors, and connected smart buildings , there’s an innovation opportunity to take better care of people while traveling. Here are 3 technologies to watch in this space. Predictive maintenance.
Travel 45
45 
What To Expect From The BPO Industry In 2018
Magellan Solutions
MARCH 1, 2018
Despite slightly slowing in 2017, the Philippines maintains its position as the fastest growing country among the emerging economies in the Southeast Asian region. percent target for 2017. However, IBPAP president Rey Untal assured that moving to higher level industries will give Filipino BPO workers a competitive advantage.
Industry 63
63 Augmented Reality Remote Assistance – The Complete Guide
TechSee
NOVEMBER 6, 2018
Augmented reality remote assistance is an emerging technology that enables brand agents and product experts to visually guide and collaborate with customers and field technicians. . The combination of these two technologies creates a powerful collaborative solution for remote guidance. What is augmented reality remote assistance?
Call Center 104
104 
5 best practises for a successful business transformation
Talkdesk
FEBRUARY 27, 2020
Embarking on digital transformation is a transition that spans all aspects of an organization, including technology, strategy and culture. between 2017 and 2018. Because of this, it is not something that happens overnight, but rather takes thoughtful planning, preparation, coordination and support from all business stakeholders.
Abandon Rate 60
60 Strategy, Meet Structure: How Minnesota Healthcare Organizations Will Succeed in the Era of Evolving Customer Expectations
West Monroe
NOVEMBER 20, 2019
As we saw with the October 2018 launch of Allina’s customer experience center in Coon Rapids and Fairview Health’s recent push to leverage technology to enhance their patient experience, Minnesota healthcare organizations are making significant investments in strategies focused on customer experience.
Healthcare 45
45 Customer Experience Challenges According to 15 CX Experts
Lumoa
OCTOBER 31, 2018
More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. Much of the improvement has been driven by advancements in product innovation and digital technology.
Our Newly Redesigned Services: Why the Change?
Education Services Group
JUNE 15, 2020
In any line of work, the best in the business are constantly pushing themselves to get better, to evolve and adapt faster, both as a competitive advantage and as a way to anticipate the needs of their marketplace. If you are succeeding, why not just keep going as-is? Virtual Customer Success Managers.
We analysed customer experience in banking and here's what we found: Part 1 - Established Banks
Chattermill
JUNE 27, 2017
by Oliver Preece on 28 Jun 2017. Here are the most important factors impacting customer experience in finance and how established banks can gain competitive advantage. Customer experience is the new competitive advantage for banks. Embracing new technology has a positive impact on customer experience.
Banking 76
76 
West Monroe - Untitled Article
West Monroe
DECEMBER 21, 2021
To successfully seize these opportunities, health plans should pay close attention to three related domains: consumerism, technology enablement, and procurement capabilities. What tools, technologies, and approaches are available now to help contain costs and drive better experiences that didn’t exist five, ten, twenty years ago?
Healthcare 52
52 
ProKarma and Lenati Join Forces to Create End-to-End Digital Transformation Company
PK
APRIL 16, 2018
Lenati’s strategy and customer insights experience pairs with ProKarma’s expertise in technology and digital engineering. The integration will further strengthen ProKarma’s position as a market leader in digital transformation, emerging technologies and platforms. A bout The Carlyle Group.
Company 40
40 Why I love the Grace Hopper Celebration – and you should too!
Thematic
OCTOBER 13, 2019
GHC is run by the Anita.B.org, whose mission is to increase the impact of women on all aspects of technology, and are working to achieve equal representation of women in tech by 2025. Because women have been left out of the process of envisioning and building the technology that is changing so many parts of our lives. It’s a joke!
Conference 87
87 How Customer Experience Will Develop in the Future
CSM Magazine
MAY 11, 2018
The evolution of technology over the past five years, in particular, has allowed customer service teams to expand their capabilities, especially through online services. Regardless of business size, new technology abilities are reinventing the customer service parts of businesses to become more efficient and more successful.
The Future of Work: How Companies Are Building Cultures Worker’s Love #nytnewwork
Natalie Petouhof
MARCH 6, 2017
Tweet Human Capital As a Key Competitive Advantage. Winning leaders have realized the value of a strong and effective culture as a crucial, competitive advantage. LearnVest matches clients with financial planners and their powerful planning technology to create simple, affordable financial plans.
Culture 40
40 
Experience TV Episode 4: CX in Our Cities Featuring City of LA and Timetrade
Oracle
DECEMBER 17, 2020
Episode 4 was all about our communities, the constituent experience in the public sector, and how digital technologies enable all teams to connect in safe, scalable, and personal ways. This annual report recognizes cities using technology to better serve citizens — including new challenges brought about by the pandemic.
Government 52
52 How market research platforms are redefining research agencies
Qualtrics
JUNE 6, 2019
New agencies use technology to automate advanced analysis. 50% of MR agencies agree that automation has provided a competitive advantage (GRIT Report 2018). Understanding how to leverage new technology is the #1 challenge for research agencies (GRIT Report 2018). Qualtrics Agency Survey 2017).
Marketing 20
20 
Give Your Customers the Gift of Live Engagement This Christmas
CSM Magazine
NOVEMBER 7, 2018
In 2017, Ecommerce was responsible for around $2.3 With that being said, it’s not too late to offer Live Customer Engagement for a competitive advantage this season. Live Customer Engagement technology is also a perfect tool for customers who have issues with an existing product. trillion by 2021.
Engagement 40
40 
Let's personalize your content