Calabrio

JULY 25, 2019

2018 “Leader” Consumer Cellular saved money, significantly improved service levels and decreased abandon rates by using Calabrio ONE to manage agent schedules and automate critical contact center reporting. The Humanizer award comes to Calabrio straight from our Teleopti acquisition and is new for 2019. Tiffany & Co.

Contact Center 153

Contact Center Abandon Rate Innovation Government 153

Oracle

FEBRUARY 21, 2019

On March 20, 2019 at Oracle Modern Customer Experience in Las Vegas, the 13 th annual Markie Awards ceremony will take place, where winners in 14 categories of marketing and customer experience excellence will be announced. Ready to register for Oracle Modern Customer Experience 2019? Listed below are the 2019 Markie Finalists.

Omni-Channel 75

Omni-Channel Meeting Conference ROI 75

Kitewheel

JANUARY 4, 2019

This transformation has given us a clearer picture of the path customer journeys will take in 2019 and how we can best support the changing landscape. In this post, we will share a few reflections on the successes and failures of customer journeys from 2018 and four key customer journey predictions for the new year.

Customer Journeys 45

Customer Journeys Analytics Trends Customers 45

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers. 360-degree view of your customer.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers. 360-degree view of your customer.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Published on: December 11, 2019. Author: Pauline Ashenden - Marketing Manager As the end of the year approaches, now is the perfect time to evaluate how the customer service sector has performed in 2019.

Self Service 75

Self Service Customer Service Social Media NPS 75

Wootric

DECEMBER 21, 2018

We are helping them move toward the CX holy grail: unifying all of the “voices” of the customer in one analytics platform. . While our R&D efforts focused on analytics, our core survey platform has been growing — both in terms of volume and in new features. A more robust, connected survey platform. What’s next.

Analytics 67

Analytics Survey e-support Analysis 67

NetBase

NOVEMBER 25, 2019

The 2019 Consumer Packaged Goods Industry Report is here! Jumping right in, let’s kick it off strong with some stats from the report that offer amazing potential: According to Investopedia, The CPG industry is one of the largest industries in North America, with average annual revenue in 2018 exceeding $2 Trillion dollars!

Social Media 52

Social Media Report Consumers Industry 52

ShepHyken

FEBRUARY 18, 2019

Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. According to the author of this article, three big technologies will impact CX; conversational bots, the Internet of Things (IoT) and analytics through machine learning (AI). 3 Customer Loyalty Trends for 2019 by SmarterCX Team.

Customer Service 63

Customer Service Retail Ecommerce Trends 63

ShepHyken

SEPTEMBER 23, 2019

billion in 2019 — a 44% increase over 2018. Content marketing, social media, customer feedback, customer support, and training and analytics… These aren’t just buzz words. The post 5 Top Customer Service Articles for the Week of September 23, 2019 appeared first on Shep Hyken. Do you want to keep your happy customers?

Customer Journeys 102

Customer Journeys Customer Service B2B Social Media 102

NetBase

NOVEMBER 25, 2019

The 2019 Consumer Packaged Goods Industry Report is here! Jumping right in, let’s kick it off strong with some stats from the report that offer amazing potential: According to Investopedia, The CPG industry is one of the largest industries in North America, with average annual revenue in 2018 exceeding $2 Trillion dollars!

Social Media 52

Social Media Report Consumers Industry 52

NICE inContact

APRIL 30, 2019

It’s safe to say that we’re at an inflection point for AI in the contact center — AI innovations deployed in a myriad of ways, such as chatbots, intelligent routing, workforce management forecasting, and AI-driven interaction analytics, can add significant value to customer experiences and operational performance.

Consumers 149

Consumers Contact Center Chatbots Innovation 149

NetBase

DECEMBER 3, 2019

Customer experience (CX) stories are everything – and social analytics gives brands access to all of it. The 2019 Consumer Experience Analytics Report: EMEA has answers! Overall, the job titles of those surveyed gave a strong sense of businesses taking social analytics insight seriously. Web analytics.

Report 52

Report Analytics Entertainment Survey 52

NetBase

MARCH 13, 2019

Leveraging social media means being where your audience is – and for almost every brand or business in 2019, that means Instagram. They may be segments you haven’t discovered yet, but that’s exactly why you need social analytics tools – to ensure your information is backed by data, not assumptions. The 35% of U.S. Who Uses Instagram?

Video 70

Video Sports Social Media Analytics 70

Wootric

DECEMBER 21, 2018

These are the articles that resonated the most with our readers in 2018. If you missed any, here is your chance to get caught up and ready for a winning 2019: How to Choose the Best Net Promoter Score Software for your Business. The CX Tipping Point: When is Buying Text & Sentiment Analytics Worth It?

Net Promoter Score 56

Net Promoter Score Effort Score NPS e-support 56

NetBase

AUGUST 1, 2019

Our 2019 EMEA Social Media Market Survey Report answers that question, and more. The EMEA economy has experienced an economic leveling in recent years, with industrial production in EMEA on a downward trend since 2018. And how these marketers view analytics is telling. A preview of its findings follow. Customer care.

Social Media 53

Social Media Report Survey Marketing 53

Confirmit

DECEMBER 17, 2018

These 2019 predictions are based on primary research and in-depth conversations with customer experience leaders. They show the natural evolution of CX as many of these take our 2018 predictions to their next level. The role of AI in CX: AI has been the buzzword of 2018 and it doesn’t look like that will change anytime soon.

Customer Experience 40

Customer Experience Return on Investment Customer Experience Professionals Report 40

NetBase

MAY 2, 2019

What netnography in 2019 offers is more than a buyer persona based on demographics and assumptions. For instance, GMR Marketing used audience segment insights to help Bridgestone create a custom experience for those flying into Tokyo en route to the 2018 Summer Olympics in South Korea. Are your netnography tools up to par?

Engagement 71

Engagement Entertainment Sports Social Media 71

Oracle

DECEMBER 12, 2019

The business world’s relentless focus on customer experience (CX) continued around the globe in 2019, and CX experts and business leaders captured their experiences in thought-provoking customer experience quotes. ” – Mark Hurd, CEO, Oracle at Modern Customer Experience 2019. These are all applicable ONE THINGS.

Customer Experience 58

Customer Experience Competitive Advantage Customer Care Customer Journeys 58

Oracle

SEPTEMBER 9, 2019

Oracle OpenWorld 2019 will take place September 16 – 19 in San Francisco, with over 2,000 unique sessions planned on topics including breakthrough innovation and technology. Larry Ellison’s keynote at Oracle OpenWorld 2018. Inside the exhibit hall at Oracle OpenWorld 2018. Ready to register for Oracle OpenWorld?

Technology 45

Technology Entertainment B2C Airlines 45

Gravy Analytics

AUGUST 21, 2019

In 2018, Starbucks re-introduced its popular fall drink to restaurant menus on August 28. We analyzed location data from consumer mobile devices observed at standalone Starbucks locations between July 15 and October 13, 2018 to see what happened last year—and make a few predictions for 2019. Pumpkin Spice Everywhere?

Measurement 68

Measurement Data Analytics Consumers 68

CSM Magazine

JANUARY 23, 2019

In 2018 it was predicted that voice would soon be dead and chatbots would be controlling the customer experience. With this in mind, here are 10 top trends for contact centers and the customer experience in 2019. Analytics will continue to be important. However, this prediction missed one critical factor: the customer.

Contact Center 55

Contact Center Chatbots Omni-Channel Analytics 55

Oracle

DECEMBER 11, 2019

As 2019 draws to a close and a new year and a new decade are nearly upon us, we’re looking back at the year’s biggest AI innovations. Here’s a closer look at key innovations in AI that made a splash in 2019 and set the stage for future innovation in 2020 and beyond. AI changes how we manage our money.

Innovation 52

Innovation Sports Financial Healthcare 52

NICE inContact

SEPTEMBER 30, 2019

Business in 2019 looks dramatically different than it did 30 years ago. It’s also important to empower agents with the right tools to manage and track their own analytics in real-time from home. Here’s why: In 2018, there was nearly five billion dollars in cost savings for U.S.

Contact Center 136

Contact Center Gamification Call Center Competitive Advantage 136

Eptica

JANUARY 23, 2019

Date: Wednesday, January 23, 2019 Author: Pascal Gauvrit - CTO 4 reasons email is on the rise in 2019. Published on: January 23, 2019. Author: Pascal Gauvrit - CTO In an era dominated by social media and smartphones, it is easy to write email off as yesterday’s channel when it comes to customer service.

Social Media 62

Social Media Consumers Knowledge Base Customer Satisfaction 62

Oracle

NOVEMBER 7, 2018

This past week, we attended Cable Tec Expo 2018 in Atlanta – a conference that showcases breakthrough technology and trends in the cable and telecommunications industries. Here are a few of our most notable takeaways and insights from Cable Tec Expo 2018. — SCTE • ISBE (@scte) October 18, 2018.

Telecommunications 40

Telecommunications Wireless Transportation Roadmap 40

Clarabridge

MAY 11, 2018

Recapping Day 3 of C3 2018 . Day 3 was certainly a success, and we already can’t wait for another epic C3 in 2019! Day 3 was certainly a success, and we already can’t wait for another epic C3 in 2019! Don’t worry, we’ll be back in 2019! Recapping Day 3 of C3 2018 appeared first on Clarabridge. That’s A Wrap!

Self Service 40

Self Service Social Media Healthcare Conference 40

Qualtrics

DECEMBER 6, 2018

It’s evolved into the employee experience (EX) where departments create dynamic workforces, contribute to company profits, and rely heavily on data and people analytics. Below are 10 HR and EX conferences that you should check out for 2019. Date: March 5-8, 2019. Ryan Smith (@RyanQualtrics) November 15, 2018.

Employee Engagement 27

Employee Engagement Conference Resources Engagement 27

NetBase

JANUARY 9, 2019

The NetBase Industry Report 2019: Retail explores where some of the biggest names in retail rank, and why – as well as what brands can learn from those at the top, bottom, and everywhere in between. It’s all inside the NetBase Industry Report 2019: Retail. Want to learn more about what social analytics can do for your brand?

Retail 45

Retail Report Industry Strategy 45

Clarivate

DECEMBER 7, 2021

We apply Clarivate brand IP and analytics, first unveiled in our Top 100 Best Protected Global Brands 2021 , to better understand luxury’s ‘brandscape.’. Trademarks filed by LVMH that mention AR/VR in 2019 were more than double compared to the previous year, according to our trademark research data. Blurring of lines between sectors.

Brands 95

Brands Fashion Consumers Video 95

Merkle

OCTOBER 15, 2018

That’s why we’ve put together some ideas you might want to adopt when making plans for 2019. Predictive analytics, in particular, can provide insight by using information regarding social media marketing, Google searches and sales. This brings us on to the next area to look at for 2019 – improving your marketing strategy.

Social Media 40

Social Media Analysis Financial Analytics 40

Gainsight

APRIL 15, 2019

So we’re weeks away from Pulse 2019, and guess where I’m drafting this blog post? Speaking of 2020, that’s the theme of Pulse 2019: 20/20. Just as a quick recap, we sent an NPS survey to all 5,212 attendees that included two open response questions: What were the best parts of Pulse 2018? So this is crazy.

Hospitality 81

Hospitality Leadership Customer Success NPS 81

Hero Digital

DECEMBER 19, 2018

We’re thrilled to welcome Clock Four to the Hero Digital team and continue to drive success into 2019,” said CEO of Hero Digital, Dave Kilimnik, and added “Clock Four’s deep expertise and relationships in the consumer financial and B2B technology sectors will strengthen and expand our practices in these rapidly evolving industries.

Analytics 40

Analytics Self Service B2B Financial 40

Qualtrics

JANUARY 16, 2019

Below are 10 market research conferences that you should check out for 2019. Date: March 5-8, 2019. Ryan Smith (@RyanQualtrics) November 15, 2018. Ryan Smith (@RyanQualtrics) October 4, 2018. Ryan Smith (@RyanQualtrics) December 6, 2018. Ryan Smith (@RyanQualtrics) November 1, 2018. Date: May 16-19, 2019.

Conference 28

Conference Marketing Case Study Analytics 28

GetFeedback

AUGUST 14, 2019

In the latest measurement, in Q1 2019, the ACSI was 76.5 To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018. Go beyond basic analytics. It’s interesting to take a look at this metric over time. out of 100. out of 100. What’s going on here?

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

CSM Magazine

OCTOBER 5, 2023

Advanced analytics and newly introduced ‘dashboards’ are also helping Blade to better understand a variety of performance indicators for example quote conversion metrics and ‘turnaround’ time statistics in addition to comparing job data details with other data such as rainfall or wind conditions.

System 59

System CRM Customer Relationship Management Report 59

Qualtrics

FEBRUARY 6, 2019

Below are 10 product experience conferences that you should check out for 2019. Date: March 5-8, 2019. Date: July 15-16, 2019. 2019 speakers haven’t been announced but 2018 speakers included: Martin Eriksson – Founder of ProductTank and Co-Founder of Mind the Product. Singapore – March 25-26, 2019.

Conference 33

Conference Management Innovation Roadmap 33