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

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

Magellan Solutions

MARCH 1, 2018

Here are some business process outsourcing predictions for 2018: PH BPO nears ‘plateau’ as industry matures. Aside from call center jobs, other BPO specializations that are in-demand this 2018 include finance, accounting, and information technology. million Filipinos. BPO will continue to drive PH office space demand.

Industry 63

Industry Call Center Competitive Advantage Customer Service Representative 63

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

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. In 2018, major players will be defined by their understanding of this delicate balance.

Customer Journeys 72

Customer Journeys Contact Center Consumers Financial 72

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

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

RapportBoost

DECEMBER 2, 2018

– Independent judges panel named RapportBoost’s conversational analysis platform for chat one of leading enterprise products for 2018 alongside NewVoiceMedia, Domo, Bold360ai, Pega – San Diego, CA. is the leading chat analytics platform brands use to boost sales and engage customers. About RapportBoost. RapportBoost.AI

Innovation 40

Innovation Average Handle Time Contact Center Customer Satisfaction 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. www.astea.com.

Management 83

Management Company Self Service Wireless 83

Oracle

MARCH 12, 2018

Oracle Modern Customer Experience 2018 will take place April 10 – 12 in Chicago, with 250+ planned sessions focusing on the hottest topics in customer experience. Ready to register now for Modern Customer Experience 2018? Next Generation Contact Centers – How Innovations Will Transform Service.

Customer Experience 45

Customer Experience Contact Center Roadmap Trends 45

TechSee

OCTOBER 23, 2018

For organizations to succeed in creating a truly personalized CX, innovative approaches must be implemented that resonate deeply with customers so that they feel valued and appreciated. AI Innovations that can boost personalized customer service. Customer Analytics. Virtual Assistants.

Tools 157

Tools Customer Service Chatbots How To 157

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. www.astea.com.

Company 62

Company Self Service Wireless Software 62

NetBase

DECEMBER 31, 2018

Like all years, 2018 offered a number of lessons in how to break new ground using social media. Their “Always On” approach to social analytics has helped them create highly engaging content for their clients, and grow their HQ team by 10x over ! Insights Should Inform. Customer Success. Live Trend Tracking. Social Listening Losers.

Social Media 45

Social Media Video Analytics Sports 45

Talkdesk

MARCH 8, 2018

Talkdesk is a Platinum Sponsor at Enterprise Connect 2018. Here’s how you can get the most out of Enterprise Connect 2018 with Talkdesk: Join Talkdesk’s VP of Marketing, Folia Grace, for an Executive Panel with Industry Analyst Sheila McGee-Smith. Date: Tuesday, March 13th, 2018. Title: Cloud Contact Center 2.0:

Connections 40

Connections Contact Center Leadership Consulting 40

Oracle

SEPTEMBER 19, 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. General Session: The Latest CX Innovations for Sales. Here are 5 of the upcoming, must-see sales-focused sessions.

Sales 49

Sales Roadmap Loyalty Chatbots 49

NICE inContact

OCTOBER 19, 2018

Gartner’s 2018 Magic Quadrant for Contact Center as a Service, North America has just been released, and once again, NICE inContact is named a leader for the fourth year in a row. And we achieved the highest overall position for our ability to execute. Our vision and our hard work continue to be recognized by industry experts.

Contact Center 120

Contact Center Omni-Channel Innovation Leadership 120

Customer Alignment

JANUARY 21, 2018

We have all seen a range of articles talking about predictions for Customer Experience in 2018. Forrester have called it ‘ A year of Reckoning’; they state that there is “a burning platform mandating bold action” but also that 30% of companies will see further declines in CX quality in 2018. Most tech is merely an enabler.

Net Promoter Score 40

Net Promoter Score NPS Customer Journeys Exercises 40

Clarivate

OCTOBER 31, 2023

201 unique Chinese institutions were identified as primary affiliations by Highly Cited Researchers in 2022 compared to 115 in 2018. In the Highly Cited Researchers Cross-Field category, Highly Cited Researchers awards to Chinese researchers numbered 224 in 2018 and 710 in 2022. in 2018 to 21.9% in 2018 to 21.9%

Policies 75

Policies Trends Analysis Report 75

Team HGS

FEBRUARY 6, 2018

2018 Trend 1: Digital Channels Finally Overtake Voice. At that current rate, digital was expected to overtake voice in 2018. Instant communication will become the standard for exceptional customer service in 2018. Wed, 02/07/2018 - 11:27. Here, we dissect CX Trend No.10: It’s already happening with some of our clients.

Trends 45

Trends Contact Center Exceptional Customer Service Omni-Channel 45

Comm100

DECEMBER 2, 2021

Customers demanded digital services to meet their needs, and as organizations rose to the demand, these high customer expectations led to innovative new services. One of the greatest challenges for financial services organizations has been juggling the need to push innovation while maintaining support for trusted and secure technologies.

Financial 236

Financial Trends Customer Experience Chatbots 236

NICE inContact

DECEMBER 17, 2018

Our NICE inContact CXone cloud customer experience platform is the first unified suite of cloud native applications to combine omnichannel routing, analytics, workforce optimization (WFO or WEM), and analytics & artificial intelligence (AI). Download all 3 reports. [i]

Contact Center 120

Contact Center Omni-Channel Roadmap Analytics 120

Oracle

NOVEMBER 5, 2018

Modern Customer Experience 2018 is heading to Europe and will take place in Amsterdam (November 6), Frankfurt (November 13), London (November 14), and Stockholm (November 15) with planned sessions on topics including keeping up with customer demands, expanding your network, the future of customer loyalty, and more. View more details.

Customer Experience 40

Customer Experience Hotels B2B Innovation 40

Clarabridge

MAY 11, 2018

Recapping Day 3 of C3 2018 . Soyal Momin, VP of Analytics at Presbyterian Healthcare Services, took the stage in the early afternoon fired up like a hot air balloon to talk about how PHS used Clarabridge to leave their days of being “data rich and information poor” behind. Recapping Day 3 of C3 2018 appeared first on Clarabridge.

Self Service 40

Self Service Social Media Healthcare Conference 40

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

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? Here are some highlights: Market research and data science offer parallel tracks to answer critical questions—but all too often they are completely siloed.

Hospitality 45

Hospitality Innovation Conference Travel 45

Bizagi

FEBRUARY 1, 2019

This requires a blend of contextual awareness, effective decision management, responsiveness to events and advanced analytics.” . With intelligence built in, organizations can continuously improve on the success over time using the analytics that only digital processes provide. .

Analytics 40

Analytics Interaction Technology Trends 40

Vonage

JANUARY 30, 2019

Technology-Enabled Innovation. In addition to the standard set of customer engagement frameworks the industry is accustomed to choosing from, expect to see service design led innovations from disruptive vendors and ambitious in-house teams. The other is the interchange between live and virtual assistance. New Teamwork Now Needed.

Omni-Channel 228

Omni-Channel Self Service Innovation Technology 228

NetBase

SEPTEMBER 12, 2018

Your brand or agency is likely spending more on Instagram in 2018 than last year. We’ve witnessed a diverse list of brands succeeding with product innovation based on social insights – from NRG , to Arby’s , to 7-Eleven and Ocean Spray. Want to see how social analytics can transform your business? RELATED ARTICLES.

Analytics 49

Analytics Data Metrics Analysis 49

Clarivate

MAY 31, 2023

According to figures from the Healthcare Research & Data Analytics team at Clarivate, the top three best-selling products for Pfizer, AbbVie, Merck/MSD and Bristol Myers Squibb contributed more than half their revenue in 2022, ranging from 53.3% of AbbVie’s $51.8 billion in revenue to a whopping 67.2% for Bristol Myers Squibb’s $44.7

Healthcare 52

Healthcare Innovation Analytics Resources 52

Currency Alliance

JUNE 21, 2018

Technological Innovation. Last year, Currency Alliance forecast that loyalty programs would undergo significant further integration in 2018 with other types of marketing. In light of the significant progress and innovation we’ve seen this year, I don’t doubt that 2019 will see more of the same. Not anymore. Onward and Upward.

Loyalty 45

Loyalty Multi-Channel Gamification Loyalty Programs 45

Talkdesk

FEBRUARY 26, 2018

It’s 2018, business is happening in the cloud and your contact center needs to reflect that. If you’re still relying on rigid, on-prem tools like hard phones and complicated code to handle communication with customers and prospects, you’re missing out on all of the exciting new innovations that cloud technology allows.

Call Center 40

Call Center Contact Center Technology Communication 40

Forrester's Customer Insights

JULY 25, 2018

This value was strongly reinforced at Google Next 2018 this week. Several enterprises talked through how cloud services like Google Cloud Platform are not just sources of application agility and on-demand infrastructure, but are platforms providing high value access to technology chains they can leverage confidently for innovation efforts.

Innovation 28

Innovation Technology Examples Analytics 28

AWS Machine Learning

SEPTEMBER 19, 2023

The key components of the technical architecture are as follows: Data storage and analytics – The quarterly financial earning recordings as audio files, financial annual reports as PDF files, and S&P stock data as CSV files are hosted on Amazon Simple Storage Service (Amazon S3). WWW: $85.91 DDD: $9.82

Financial 98

Financial Multi-Channel Marketing Analysis 98

Avaya

DECEMBER 13, 2017

According to Gartner, for example, at least 50% of brands in 2018 will have redirected their investments to customer experience innovations. You know, actually enabling an exceptional customer experience. There’s no doubt companies are making customer experience strides.

Customer Experience 119

Customer Experience Omni-Channel Customer Journeys Analytics 119

CSM Magazine

JANUARY 10, 2023

The system also gives management complete visibility of the operation 24/7, as well as the ability to produce in-depth business critical analytics at the touch of a button. The company has also featured in the Sunday Times Tech Track 100 in 2018, 2019 and 2020 and was named in the 2018 Deloitte Technology Fast 50.

Customer Relationship Management 52

Customer Relationship Management CRM System Innovation 52

datastax

JANUARY 2, 2019

Data management had a stellar 2018—with hybrid and multi-cloud taking front and center stage and continuing to dominate the data concerns of most enterprises. Here are the top six data management trends for 2019: Analytics, analytics, analytics . zip codes, addresses or weather reports—to power their businesses.

Trends 105

Trends Data Management Government 105