Storyminers

JANUARY 24, 2017

This article appeared first January 10, 2017 at SharpenCX.com. Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. Overall, it’s really just about providing a quality customer experience. How do you expect customer expectations to change in 2017?

Contact Center 133

Contact Center Omni-Channel Brands Hospitality 133

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. Ready for 2017 and beyond?

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. 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. Ready for 2017 and beyond?

Trends 100

Trends Customer Engagement Engagement Contact Center 100

NICE inContact

MAY 12, 2017

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. In 2017, it became increasingly clear that tracking a customer’s journey needs to be part of a broader corporate imperative to coordinate marketing, selling, service and customer care.

Contact Center 120

Contact Center Connections Conference Case Study 120

NICE inContact

JANUARY 10, 2018

This marriage of strength in innovative technology sent a shock wave through the technology side of the contact center industry as the first in a series of consolidations in the industry with competitors aiming to stay on in the game with the accelerated pace NICE was taking. for execution and 8.8

Contact Center 120

Contact Center Omni-Channel Analytics Innovation 120

AWS Machine Learning

OCTOBER 26, 2022

In just 5 years, tens of thousands of customers have tapped Amazon SageMaker to create millions of models, train models with billions of parameters, and generate hundreds of billions of monthly predictions. AWS launched Amazon SageMaker to break down barriers to ML and democratize access to cutting-edge technology.

Innovation 100

Innovation Training Data Technology 100

TechSee

APRIL 3, 2018

Customer churn in the age of information is a fact of life for every business in every industry. Customers have unprecedented access to data, enabling easy comparisons of alternatives, as well as hassle-free provider changes with a simple click of a button. Customer churn formula. The price of a high customer churn rate.

Customer Retention 141

Customer Retention Technology Strategy Analytics 141

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116

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. Likewise, companies must get closer to their customers—both local and international—to continue to deliver products and services that are relevant and valuable to their target market. Global uncertainty.

Trends 0

Trends Social Media Advertising e-support 0

TechSee

JUNE 25, 2019

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Customer-facing AI technologies.

Technology 122

Technology Customer Service Contact Center Gamification 122

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

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

Clarivate

FEBRUARY 15, 2023

Our Top 100 Global Innovators report and list for 2023 is out. For 12 years, Clarivate has identified the companies and institutions whose research and innovation don’t just sit on the edge of possibility but define it. The Top 100 Global Innovators demonstrate the talent and judgement to lead, to create new possibilities and horizons.

Innovation 52

Innovation Report Analysis Automotive 52

Magellan Solutions

JUNE 19, 2017

To further develop Magellan Solutions’ services in delivering the finest customer experiences and back-office support, the company’s CEO Fred Chua attended last month two large international technology and development events. B2B technology exhibition and conference. and Startrek. Software and Apps Development Expo.

Telecommunications 78

Telecommunications Conference Call Center Government 78

Avaya

JUNE 26, 2017

Innovation: perhaps no other word has been so stressed over the last decade as the pressure mounts for brands to evolve, adapt and grow. Today, innovation is not just an opportunity, it’s a necessity. Consider that only 10% claim to innovate , and only 5% feel they’ve mastered digital to a point of competitive differentiation.

Call Center 47

Call Center Innovation Contact Center Financial 47

TechSee

FEBRUARY 19, 2019

This year’s theme, “Intelligent Connectivity,” focuses on highly contextualized and personalized experiences , delivered when and where customers want them. Mark your calendars with these “can’t miss” sessions and exhibitors and prepare to witness the future of mobile self-service technology. In a nutshell. Who’s there? 12:30 – 13:30.

Self Service 95

Self Service Innovation Telecommunications Consumers 95

AWS Machine Learning

APRIL 16, 2024

Generative artificial intelligence (AI) is transforming the customer experience in industries across the globe. FMs and the applications built around them represent extremely valuable investments for our customers. At AWS, our top priority is safeguarding the security and confidentiality of our customers’ workloads.

Innovation 122

Innovation System Training Software 122

NICE inContact

JUNE 28, 2017

Technology has dramatically changed consumer expectations over the last 10 years with companies who want to lead in the digital customer experience finding ways to utilize technology in smarter ways. New technology can enhance both agent-assisted and self-service interactions. So what trends will have an impact in 2017?

Report 120

Report Customer Experience Self Service Trends 120

PK

FEBRUARY 20, 2020

In today’s increasingly digital culture, adoption of tech trends is critical for the rail industry to reach customers faster, gather data more accurately while still protecting it, reach new safety milestones, and make smarter decisions. Giving control to rail customers. Using automation for track inspections.

Trends 59

Trends Technology Travel Study 59

Connective DX

FEBRUARY 20, 2020

In today’s increasingly digital culture, adoption of tech trends is critical for the rail industry to reach customers faster, gather data more accurately while still protecting it, reach new safety milestones, and make smarter decisions. Giving control to rail customers. Using automation for track inspections.

Trends 59

Trends Technology Travel Study 59

TechSee

NOVEMBER 20, 2017

One of the biggest changes happening in customer service right now is in automating the customer experience. Now that so much of the customer experience is self-service, businesses need to make every part of a customer’s interaction fast, easy, and intuitive. Developing Customer Service Chatbots is Getting Easier.

Chatbots 117

Chatbots Innovation Customer Service Self Service 117

Uniphore

MARCH 28, 2017

Customer service trends are today driven by the need to meet consumer expectations. However, the evolution of technological innovation together with the shift in the demographics of consumers has led to quickly changing expectations.

Customer Service 100

Customer Service Customer Service Strategies Trends Innovation 100

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.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

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 It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

Avaya

OCTOBER 2, 2017

One thing you can be sure of about Avaya at GITEX 2017 Technology Week: We will stand out from the crowd. We’ve been attending this Dubai-based mega-event since 2005 and every year we design our show presence from scratch, to provide fresh and unique info to our customers and partners who invest time in visiting us.

Technology 43

Technology Telecommunications Contact Center Government 43

Oracle

NOVEMBER 27, 2019

Today, the customer experience isn’t bound to any one physical or digital space, as 73% of consumers use multiple channels to shop , according to a Harvard Business Review study of 46,000 shoppers. Fast-food restaurants may get even faster thanks to retail innovation in customer service tech. .”

Retail 74

Retail Innovation Trends Ecommerce 74

Oracle

APRIL 10, 2019

With revenues of over $328 billion in 2017 and a projection of $390 billion in 2025, there are many ways technology can influence these numbers. Long gone are the days of having to go to a tailor to order custom garments created to perfectly fit your body. Tech tailors. Smart apparel. ” Augmented reality.

Apparel 92

Apparel Industry Technology Retail 92

ReviewTrackers

APRIL 19, 2017

The Forum for Healthcare Strategists is presenting the 2017 Healthcare Marketing & Physician Strategies Summit , to be held May 8 to 10, 2017 at the JW Marriott in Austin, Texas. Award-winning customer feedback software company and patient experience technology partner ReviewTrackers will be one of the exhibitors at the summit.

Healthcare 101

Healthcare Innovation Strategy Marketing 101

ShepHyken

AUGUST 14, 2017

Each week I read a number of customer service and experience articles from various online resources. Seth Godin) We know that your customers will put up with imperfect, but one thing that they’d like in return is for you to care. It’s simple: Care about your customers. to your customers. by Tiago Paiva.

Customer Service 80

Customer Service Retail Airlines Innovation 80

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

QuestionPro Audience

AUGUST 16, 2018

A study by The Knot found that the average cost of a wedding in 2017 was $33,391, with high spenders—those spending $60,000 or more—spending an average of $105,130. The spend per guest has increased from $194 in 2009 to $268 in 2017, while guest count has decreased, from 149 in 2009 to 136 in 2017. . TECHNOLOGY.

Industry 170

Industry Study Trends Consumers 170

ClientSuccess

JULY 31, 2017

We’re excited to announce that we were awarded the SIIA 2017 CODiE Award for Best Customer Success Management Solution. Today we celebrate our team and our customers. 2017 Best Customer Success Management Solution. eBooks: Customer Success as a Culture: Customer Success Leaders Edition.

Customer Success 40

Customer Success Management eBook Innovation 40

Forrester

MARCH 22, 2017

Our focus this year is on exploring the current and emerging best practices for the design and delivery of exceptional customer experiences in digital channels. CX and Digital Marketing professionals need to accelerate the pace of change, so for 2017 we're deep-diving into four key themes: ● The future of digital CX. Forrester events.

Customer Experience 72

Customer Experience Sports Culture Customer Journeys 72

BlueOcean

JANUARY 21, 2020

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Customer Service Success – Technology Industries” category in the 14 th annual Stevie® Awards for Sales & Customer Service. Our solutions, and our teams, are founded on the relentless pursuit of customer satisfaction.

Customer Service 156

Customer Service Insurance Conference Customer Satisfaction 156

QuestionPro Audience

JUNE 11, 2022

Random device engagement (RDE) is an innovative method of conducting research that uses a respondent’s unique identifier as the keystone of their participation. And, add examples from the 2017-2018 special congressional elections. But the good news is that there’s a new way to conduct surveys!

Engagement 195

Engagement Advertising Survey Social Media 195

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. Consistent innovation is the greatest invention for all generations.”. Shep Hyken.

Government 90

Government Technology Trends Social Media 90

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. Read more.

Innovation 30

Innovation Feedback Technology Customer Engagement 30