iCiDIGITAL

JULY 27, 2018

Adobe leads the Customer Analytics field according to the recent Q2 2018 Forrester Wave report. Adobe Analytics allows you to self-explore the data as well as using advanced analytical capability to automate insight discovery, all within a nice UI. .

Analytics 40

Analytics Industry Report Customers 40

TechSee

FEBRUARY 12, 2018

Mobile World Congress (MWC), the world’s largest gathering for the mobile industry, is being held in Barcelona from February 26 – March 1. How can you cut through the noise and industry buzz to zero in on areas that will help you achieve your business goals? customer exhibitors at MWC 2018: Verto Analytics.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

TechSee

FEBRUARY 12, 2018

Mobile World Congress (MWC), the world’s largest gathering for the mobile industry, is being held in Barcelona from February 26 – March 1. How can you cut through the noise and industry buzz to zero in on areas that will help you achieve your business goals? customer exhibitors at MWC 2018: Verto Analytics.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

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

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

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. . Instead, we have created industry specific ML models to surface targeted insights. More than half of our CXInsight customers are bringing two or more types of feedback (e.g.

Analytics 67

Analytics Survey e-support Analysis 67

Alida

SEPTEMBER 21, 2018

The Customer Intelligence Summit brings together some of the brightest minds in research, marketing, customer experience and product innovation to discuss the latest trends, share best practices and discover the newest innovations in the industry. This year’s Summit took place in Washington, D.C. Don’t let CX stagnate.

Innovation 145

Innovation Feedback Customers Engagement 145

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. Calabrio’s new Analytics Competition will take the place of this award, and the contest will be held onsite at C3 2019.

Contact Center 153

Contact Center Abandon Rate Innovation Government 153

Lithium

AUGUST 2, 2018

We are pleased to announce our esteemed panel of 2018 Lithy Award Judges: Joe Cothrel, Former Chief Community Officer @ Lithium Technologies- In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world. And for additional resources on the 2018 Lithys: Check out last year's winners.

Meeting 40

Meeting Social Media B2C Conference 40

Lithium

AUGUST 2, 2018

We are pleased to announce our esteemed panel of 2018 Lithy Award Judges: Joe Cothrel, Former Chief Community Officer @ Lithium Technologies- In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world. And for additional resources on the 2018 Lithys: Check out last year's winners.

Meeting 40

Meeting Social Media B2C Conference 40

Lithium

AUGUST 2, 2018

We are pleased to announce our esteemed panel of 2018 Lithy Award Judges: Joe Cothrel, Former Chief Community Officer @ Lithium Technologies- In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world. And for additional resources on the 2018 Lithys: Check out last year's winners.

Meeting 40

Meeting Social Media B2C Conference 40

Lithium

AUGUST 2, 2018

We are pleased to announce our esteemed panel of 2018 Lithy Award Judges: Joe Cothrel, Former Chief Community Officer @ Lithium Technologies- In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world. And for additional resources on the 2018 Lithys: Check out last year's winners.

Meeting 40

Meeting Social Media B2C Conference 40

Magellan Solutions

AUGUST 19, 2021

BPO Philippines Reshaping The Retail & Banking Industry. AI, data analytics, and machine learning will not only enable a better customer experience but also help to effectively process the large volumes of data going through the banking system. . AI for Data Analytics. COVID-19 caused drastic consumer behavior shifts.

Banking 52

Banking Retail Industry Financial 52

Team HGS

JANUARY 30, 2018

Advantages of Using Analytics in Customer Experience. By Subramanya C, HGS Chief Technology Officer Analytics goes hand in hand with today’s optimized customer experience strategy. As predicted by Gartner, this year 50% of agent interactions will be influenced by real-time analytics.

Analytics 69

Analytics Customer Experience e-support Insurance 69

Thematic

OCTOBER 1, 2018

Maybe you’ve used Text Analytics methods to analyze free-form textual feedback (verbatims)? What is text analytics? Text analytics is the process of extracting meaning out of text. How is text analytics used by companies? Some text analytics background….

Analytics 76

Analytics Analysis Training Feedback 76

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. Think smaller in 2018…specifically, mobile apps. Yet in reality, Apple was revolutionizing industries and changing lives. New CX Predictions.

Customer Journeys 72

Customer Journeys Contact Center Consumers Financial 72

Ecrion

JULY 16, 2020

Did you know that the insurance industry in the United States netted $1.22 trillion in 2018? You can use tools such as Google Analytics or heatmap/scrollmap tools to see if customers can find what they’re looking for when they’re on your website. Improve Website Navigation. Get your free guide.

Insurance 75

Insurance Industry Customer Experience Multi-Channel 75

Oracle

SEPTEMBER 12, 2018

Oracle OpenWorld 2018 will take place October 22-25 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. The post 5 Can’t Miss Marketing Sessions at Oracle OpenWorld 2018 appeared first on SmarterCX.

Marketing 66

Marketing Omni-Channel B2B Strategy 66

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

Alliance by IFS

DECEMBER 10, 2018

HORSHAM, PA (December 10, 2018) — Astea International Inc., a leading global provider of field service management and mobility solutions , announced today that it has earned the 2018 Company of the Year Award in Mobile Field Service Management from Frost & Sullivan. © 2018 Astea International Inc. Read About the Award.

Management 83

Management Company Self Service Wireless 83

GetFeedback

AUGUST 14, 2019

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. It’s an interesting mix of industries at the top. Trends change: New industry trends, regulations, and technologies emerge, creating new business dynamics. Go beyond basic analytics.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Alliance by IFS

DECEMBER 10, 2018

HORSHAM, PA (December 10, 2018) — Astea International Inc., a leading global provider of field service management and mobility solutions , announced today that it has earned the 2018 Company of the Year Award in Mobile Field Service Management from Frost & Sullivan. © 2018 Astea International Inc. Read About the Award.

Company 62

Company Self Service Wireless Software 62

Wootric

DECEMBER 21, 2018

These are the articles that resonated the most with our readers in 2018. Using Industry Benchmarks to Set a Good Net Promoter Score (NPS) Goal. The CX Tipping Point: When is Buying Text & Sentiment Analytics Worth It? Well, four more seasons have come and gone! The power of NPS is in the ‘why’ behind your score.

Net Promoter Score 56

Net Promoter Score Effort Score NPS e-support 56

LiveChat

FEBRUARY 13, 2018

Bot creation is considered to take a center stage by the year 2021 and these changes will start picking up in 2018 henceforth. These changes have started to take shape in recent times and chatbots are expected to evolve even further in 2018. Artificial intelligence is not meant for just a few big companies. Voice Bots.

Chatbots 50

Chatbots Trends Technology Social Media 50

NetBase

NOVEMBER 21, 2018

No industry is immune to change – and the hospitality industry is no exception. The NetBase 2018 Social Intelligence Report: Hotels has all the insights! As Zacks reports : “The industry looks attractive, owing to rise in occupancy rate and gain in commercial transient demand. Disruptions and Disruptors.

Hospitality 43

Hospitality Industry Hotels Social Media 43

Bizagi

JUNE 9, 2020

Industry 4.0 In a 2018 Forrester survey , 58% of global decision makers at manufacturing firms said that they are undergoing digital transformation and 19% claim to have already completed that transformation. The manufacturing industry is no stranger to the concept of continual change. All the trends associated with Industry 4.0

Industry 52

Industry System Technology Software 52

Talkdesk

MARCH 8, 2018

Talkdesk is a Platinum Sponsor at Enterprise Connect 2018. Enterprise Connect brings corporate IT decision makers together with the industry’s vendors, analysts and consultants to focus on the issues central to enterprise communications and collaboration. Date: Tuesday, March 13th, 2018. Title: Cloud Contact Center 2.0:

Connections 40

Connections Contact Center Leadership Consulting 40

Comm100

DECEMBER 2, 2021

In 2021, evolving customer experience trends shook up the financial services industry. As we look ahead, 2022 promises, even more changes for the financial services industry. For the past few years, the need for digital communication has grown across industries as companies understand the need to meet customers on their terms.

Financial 225

Financial Trends Customer Experience Chatbots 225

Up Your Service

SEPTEMBER 22, 2018

Service Council’s 2018 Smarter Services Symposium was held in Chicago with 250 delegates representing 100+ service organizations all gathering under the theme: “Service is Humanity”. Topics included disruptive technology, uberization of the workforce, data analytics, supply chains, employee culture, customer experience, and much more.

Trends 74

Trends Measurement Competitive Advantage Metrics 74

NetBase

SEPTEMBER 12, 2018

Read on to learn more and see why NetBase continues to lead the industry in data coverage and quality. Your brand or agency is likely spending more on Instagram in 2018 than last year. And they give you all the proof stakeholders could want when wondering if the investment in social analytics tools is worth it. RELATED ARTICLES.

Analytics 49

Analytics Data Metrics Analysis 49

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

C3Centricity

MAY 25, 2020

However, in working with clients around the world as well as in numerous industries, I have found that many are lost by the wealth of information that is available to them. This is especially true given that non-traditional providers, like startups thriving on big data processing, are moving into their industries.

Technology 194

Technology Analysis Data Consumers 194

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. Speak with a Location Data Expert Today.

Measurement 68

Measurement Data Analytics Consumers 68

Gravy Analytics

APRIL 15, 2019

Gravy Analytics uses anonymous, mobile location signals to understand where people go in their daily lives, and give brands new visibility into the offline customer journey. These location-derived insights power our industry-leading audiences that enable advertisers to reach engaged consumers…

Entertainment 64

Entertainment Travel Company Advertising 64

Chadwick Martin Bailey

OCTOBER 22, 2018

This year was bigger and better than ever as insights leaders challenged us to embrace innovation, inspire change, and push the industry forward. Couldn’t make it to TMRE 2018? It’s a question many of us likely think about as AI continues to shape and reshape the industry. Will AI replace market researchers?

Hospitality 45

Hospitality Innovation Conference Travel 45

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 smart to keep an eye on trends and topics industry-wide, not just within your category. You should! Unlikely Bedfellows. Reach out !

Retail 45

Retail Report Industry Strategy 45

TechSee

OCTOBER 23, 2018

These strategies are increasingly being explored with Gartner stating that by 2018, over 50% of companies will have redirected investments towards customer experience innovations. Over the last few years, the industry has turned toward conversational AI platforms – known as chatbots – to automate and scale one-on-one conversations.

Tools 157

Tools Customer Service Chatbots How To 157