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. We’ve updated it for 2017. 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).

Trends 147

Trends Customer Experience Wireless Entertainment 147

ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. The breakthrough technologies have swamped the world and it’s the truth that all this change has been enticing for most of us. Shep Hyken.

Government 90

Government Technology Trends Social Media 90

Peter Lavers

JANUARY 10, 2017

We’re pleased to announce that Peter Lavers will attend the IBM Amplify 2017 conference in Las Vegas in March in his role as a Watson Commerce Futurist. The post IBM Amplify 2017 appeared first on Think CX. Read the conference website.

Omni-Channel 40

Omni-Channel Conference Analytics Trends 40

ShepHyken

JULY 31, 2017

By the way, it’s usually not the product that causes the customer to become angry. A Closer Look at the State of NPS for the Technology Sector by Cvetilena Gocheva. NPS Benchmarks) Today, we will explore some the most prominent technology brands and their Net Promoter® Score achievements. Sit tight and enjoy the ride!

Net Promoter Score 0

Net Promoter Score Customer Service Hotels Effort Score 0

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

SurveySparrow

JANUARY 7, 2021

Whatever situation your customer faced, the value of providing a great customer experience hasn’t changed a bit for businesses. In fact, brands started to put more attention on improving their customer engagement. Customer Engagement in Pre-Covid World. So, what’s the wait?

Customer Engagement 52

Customer Engagement Engagement Chatbots Effort Score 52

ReviewTrackers

MAY 8, 2017

To help your leaders and managers in your organization become CX experts, we compiled a list of customer experience conferences and events to attend this 2017. Customer Experience Conferences and Events. 20:20 Customer Experience Summit. When: July 4 to 5, 2017. Interactive Customer Experience (ICX) Summit.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Kerry Bodine

JANUARY 4, 2017

February 4 – 8, 2017. May 16 – 17, 2017. June 5 – 8, 2017. June 19 – 21, 2017. September 24 – 26, 2017. Chief Customer Officer USA. January 30 – February 1, 2017. January 23 – 26, 2017. Next Generation Customer Experience. March 27 – 29, 2017. April 25 – 26, 2017.

CEM 120

CEM Conference Chief Customer Officer Customer Experience Professionals 120

Wootric

AUGUST 21, 2018

How we live and communicate are evolving at lightning speed thanks to one thing: Technology. But rather than looking at it as an intrusive occurrence, perhaps it’s better to view emerging technologies as tools with the power to reshape, not disrupt. How are these rapid changes going to disrupt business as usual?

Technology 58

Technology Customer Experience Chatbots Retail 58

ShepHyken

MAY 15, 2017

Pitney Bowes Updates Communicate for Personalized Customer Engagement by Dom Nicastro. CMSWire) Pitney Bowes took another step towards shaking off its postage meters legacy today with the release of new enhancements to its Communicate customer engagement technology suite. And, who doesn’t want that!

Customer Service 69

Customer Service Airlines eBook Loyalty 69

Avaya

JUNE 26, 2017

Whatever the answer, you must begin considering how next-gen technologies like IoT, AI and virtual reality can transform the CX and create unique new revenue opportunities. You need to consider the impact of organizational data-sharing, system-wide integration and third-party customization. Do not prioritize innovation at all (3%).

Call Center 47

Call Center Innovation Contact Center Financial 47

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. We’ve updated it for 2017. 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).

Trends 171

Trends Customer Experience Wireless Entertainment 171

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. And email use is also on the rise, doubling from year to year!

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

Thunderhead

JULY 2, 2018

Of all the industries, they have a very genuine association with customer engagement – and are uniquely placed to achieve this. Of all the industries, Building Societies have a very genuine association with customer engagement– and are uniquely placed to achieve this. It’s been in the blood for over 250 years.

Customer Engagement 40

Customer Engagement Engagement Banking Financial 40

Talkdesk

OCTOBER 3, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Technology has made it such that with the click of a button, we can order a car.

Contact Center 40

Contact Center Trends Video Advertising 40

Verint

NOVEMBER 16, 2017

Leading enterprises recognize that the effective adoption and implementation of automation and artificial intelligence (AI) solutions within their customer engagement operations can be game-changing for the enterprise, potentially yielding higher revenue, lower operating costs and greater customer satisfaction.

Customer Engagement 32

Customer Engagement Engagement Strategy Wireless 32

Avaya

SEPTEMBER 30, 2016

Next week is IP Expo, one of the UK’s main business technology events. One of the key themes of the show is Artificial Intelligence, something that shouldn’t really be a surprise considering the technology is fast becoming a reality in the enterprise, with chatbots, predictive intelligence and robot PAs.

Self Service 40

Self Service Chatbots Social Media Analysis 40

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. And email use is also on the rise, doubling from year to year!

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

Verint

OCTOBER 4, 2017

Verint is pleased to be a finalist in the 2017 Digital Innovation Awards by Ventana Research in the Customer Excellence category for Verint Digital Feedback Management. Simply said, if a customer can say it, write it or click it, we can collect, analyze and take action on it.

Innovation 30

Innovation Feedback Technology Customer Engagement 30

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company. Contact Customers on their Preferred Channel.

Contact Center 44

Contact Center Customer Engagement Engagement Customer Service 44

Esteban Kolsky

JANUARY 27, 2017

I know that we have been talking about Customer Experiences for a long time; Ed Thompson and I wrote “the original bible” (a stunning 48-page primer on it) back in 2003 while I was at Gartner. For example, fewer people and organizations are just looking for a technology solution for the enterprise. True, trust me.

Engagement 60

Engagement Customer Experience Case Study Study 60

Esteban Kolsky

JANUARY 27, 2017

I know that we have been talking about Customer Experiences for a long time; Ed Thompson and I wrote “the original bible” (a stunning 48-page primer on it) back in 2003 while I was at Gartner. For example, fewer people and organizations are just looking for a technology solution for the enterprise. True, trust me.

Engagement 60

Engagement Customer Experience Case Study Study 60

Avaya

OCTOBER 31, 2016

In a 2011 webinar, Gartner Research Vice President Laura McLellan boldly said that by 2017, the CMO would spend more on IT than the CIO. Now that we’re just shy of 2017 (how time flies!) If you think back (even as recently as 10 years ago), organizations didn’t use much marketing technology in order to achieve their objectives.

Technology 40

Technology Marketing Social Media Entertainment 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. We’ve updated it for 2017. 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).

Trends 100

Trends Customer Experience Wireless Entertainment 100

Totango

AUGUST 23, 2017

What will customer-centric organizations do? Why do organizations need to be customer-centric now? In the past when selling technology, organizations would sign on the dotted line and pay upfront. So the big question: how do we accelerate profitable growth in today’s technology marketplace?

Customer Centricity 64

Customer Centricity Customer Success e-support Customers 64

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 Experiences that Get You to and Through the Gate. Technology impacts more than just the fans.

Sports 50

Sports Technology Engagement Wireless 50

Storyminers

MAY 21, 2020

This post first appeared in CMO Australia in late 2017. Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. Wittenstein agreed that with the arrival of more technology at the front end of engagement, marketing and customer experience are aggressively coming together.

Culture 147

Culture Voice of Customer Fashion Strategy 147

ShepHyken

JULY 31, 2017

By the way, it’s usually not the product that causes the customer to become angry. A Closer Look at the State of NPS for the Technology Sector by Cvetilena Gocheva. NPS Benchmarks) Today, we will explore some the most prominent technology brands and their Net Promoter® Score achievements. Sit tight and enjoy the ride!

Net Promoter Score 52

Net Promoter Score Customer Service Hotels Effort Score 52

TechSee

MAY 1, 2018

AI is revolutionizing the way utilities operate, optimize and provide service to their customers. The utilities industry is shifting from a highly traditional, regulation-driven environment to a technology-driven, sophisticated marketplace.

Self Service 132

Self Service Analytics Call Center Report 132

Michelli Experience

MARCH 21, 2017

Starbucks has also embraced digital technology swiftly and leveraged mobile technology successfully. At a recent investors meeting, McDonald’s announced that it will be launching mobile order and mobile pay in the fourth quarter of 2017 in every one of its 14,000 restaurants in the USA.

Strategy 203

Strategy Financial Consulting Brands 203

Oracle

MARCH 6, 2020

What’s more, Gartner also found that the top three emerging technologies expected to have the biggest impact on CX projects in the next three years include artificial intelligence (53%), virtual customer assistants and chatbots (39%), and omnichannel engagement solutions (37%). Accelerating customer engagement.

Chatbots 92

Chatbots Customer Experience Omni-Channel Customer Experience Professionals 92

CSM Magazine

FEBRUARY 28, 2020

Spitch AG, the leading developer of enterprise speech solutions have announced a partnership with Creative Virtual, a world leader in customer and employee engagement solutions. . In 2019, Spitch was recognized by Gartner as a “cool vendor” in speech and natural language, in a corresponding report.

Self Service 59

Self Service Virtual Agent Multi-Channel Chatbots 59

Verint

MAY 1, 2018

A study published in 2017 investigated the presence and effects of relational language on intelligent virtual agents (IVAs). GDPR enforcement begins on May 25, 2018, yet many firms are still working to implement processes and technology to sustain compliance with the regulations over time. ET on May 2. May 29; Online Webinar.

Self Service 22

Self Service Customer Engagement Engagement Omni-Channel 22

Storyminers

MARCH 29, 2017

Have you used voice search in your business to improve your customer’s experience yet? The technology it takes so support voice search is readily available. Read the Chain Store Age article March 23, 2017 by Deena M. The answer is probably yes if you’ve got an Amazon Echo or a smart phone. It’s not expensive either. Amato-McCoy.

Entertainment 133

Entertainment Course Groups Technology 133

CSM Magazine

MARCH 3, 2021

VeriCall is a UK based BPO that brings people and technology together with innovative and intuitive BPO solutions to serve businesses of all sizes. Started in 2017, VeriCall provides skilled agents coupled with best-in-class technology to deliver PCI Compliant, AI powered and Omni-Channel solutions throughout the UK and beyond.

Omni-Channel 52

Omni-Channel Contact Center Employee Engagement Industry 52

CSM Magazine

FEBRUARY 28, 2020

Spitch AG, the leading developer of enterprise speech solutions, with headquarters in Switzerland and offices in London, Madrid and Milan, today announced a partnership with Creative Virtual, a world leader in customer and employee engagement solutions. .

Self Service 52

Self Service Virtual Agent Multi-Channel Chatbots 52

Avaya

DECEMBER 18, 2018

Avaya’s mission-critical Customer Engagement technology, which supports the North American Aerospace Defense Command (NORAD) Operations Center at Peterson Air Force Base, helps volunteers carefully monitor Santa’s travels and ensure his safety using radar, satellites, planes, and Santa Cams strategically positioned worldwide.

Contact Center 80

Contact Center Travel Government Airlines 80