Comm100

DECEMBER 2, 2021

In 2021, evolving customer experience trends shook up the financial services industry. Customers demanded digital services to meet their needs, and as organizations rose to the demand, these high customer expectations led to innovative new services. Between 2018 and 2020, the adoption of chatbots increased by 67%.

Financial 225

Financial Trends Customer Experience Chatbots 225

Alida

JANUARY 7, 2019

In 2018, Experience Management (XM) arrived. Customer centricity is now a long-term, strategic imperative at the executive level. Companies will reorganize around the customer. We see cross-functional teams coming together to form an “enterprise perspective” on gathering customer insight, knowledge and feedback.

Customer Experience 212

Customer Experience Customer Centricity Competitive Advantage Innovation 212

Oracle

FEBRUARY 21, 2018

Oracle is hosting its annual Modern Customer Experience conference April 10 – 12, 2018 in Chicago, with over 250 planned sessions spanning customer experience focus areas like sales, commerce, service, and marketing. Ready to register now for Modern Customer Experience 2018? Innovation.

Customer Experience 94

Customer Experience Entertainment Conference Case Study 94

CloudCherry

JANUARY 4, 2018

The retail banking industry has been dealing with massive upheaval for a while now, and things will continue in the same vein come 2018. However, FinTechs will also keep the pressure up on the industry due to their agility and constant innovation. Here are some of the trends that will define 2018 for the banking industry.

Banking 170

Banking Trends Financial Self Service 170

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ThriveableBiz

NOVEMBER 13, 2023

Customer-driven innovation to scale -up your business To scale-up your business you have to be focused on what the customer wants and needs. We often get tangled with our personal dreams, and forget the most important people, our customers. You have to be different and innovative. I’m Customer Focused … I think!

Innovation 52

Innovation Entertainment Customers Customer Focused 52

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Oracle

FEBRUARY 2, 2018

With millions of subscribers across the world and a breadth of data at their fingertips, streaming companies have started to make CX innovations and optimizations for end users. Let’s take a look at 3 customer experience innovations you can expect from video streaming services in 2018. billion by 2021.

Innovation 81

Innovation Airlines Travel Advertising 81

Alida

JANUARY 5, 2018

Marketers are always looking for new ways to create experiences that resonate with customers, and 2018 will be no different. And although fads come and go—think unicorn hair and frappuccinos—there are some trends that will stick in the coming year and affect how businesses interact with customers.

Marketing 0

Marketing Multi-Channel Advertising Tourism 0

CX University

MAY 16, 2023

In today’s global business environment, customer experience (CX) is one of the most important factors that determine the success or failure of a company. A positive customer experience can lead to customer loyalty, repeat business, and positive word-of-mouth advertising, while a negative experience can have the opposite effect.

Employee Engagement 98

Employee Engagement Engagement Customer Experience Advertising 98

Oracle

JANUARY 16, 2018

With every new year comes new customer experience trends and innovations. On the horizon for 2018 is an increase in customer advisory boards, new job titles, and the next frontier of customer experience-related innovation management. Prediction #1: New routes to gain customer intimacy.

Trends 52

Trends Customer Experience Net Promoter Score Innovation 52

Horizon CX

DECEMBER 19, 2018

While many organizations have bought into the importance of delivering great customer experiences, not many are not actually delivering on it and many haven’t even defined their desired customer experience. One organization that not only defines their desired customer experience but also delivers upon it is Chick-fil-A.

Customer Experience 140

Customer Experience Innovation Customers Culture 140

Alida

OCTOBER 18, 2018

Our flagship customer intelligence event in London was a great opportunity to discuss the latest innovations and product updates in the industry, the constantly evolving expectations of today’s consumer, and how to deliver a superior customer experience in 2018. Introductions.

How To 113

How To Groups Customers Innovation 113

Oracle

JANUARY 24, 2018

Customer Relationship Management, or CRM software, has come a long way since its beginnings in the 70s and 80s. It continues to evolve to incorporate new technology, features, and innovations to help organizations build and nurture personalized customer relationships. Artificial intelligence. Social CRM. RESTful APIs.

CRM 111

CRM Trends Software Customer Relationship Management 111

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Organic Mobile Experiences Blur Channel Lines.

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

Oracle

DECEMBER 24, 2018

2018 was a year of significant innovation within the marketing world. As part of our year in review , here’s a closer look at some of the most inspiring and thought-provoking marketing quotes from 2018. ” – Deloitte Digital CMO Suzanne Kounkel at the Forbes CMO Summit 2018.

Marketing 93

Marketing Conference Omni-Channel Leadership 93

Avaya

DECEMBER 13, 2017

At this point, you know customer experience is the competitive battleground in today’s smart, digital world. When done right, customer engagement can increase revenue and overall lifetime value by approximately 20%. You know, actually enabling an exceptional customer experience. There’s just one problem: executing!

Customer Experience 119

Customer Experience Omni-Channel Customer Journeys Analytics 119

Alida

NOVEMBER 10, 2017

Which emerging technology trends will shape the business world in 2018, and how will they change consumer behaviors and expectations? For 2018, experts believe smarter, cutting-edge technology will enable companies to provide better customer experiences and get more useful insight and data. Edge computing.

Trends 174

Trends Retail e-support Technology 174

ijgolding

JANUARY 18, 2018

2018 is the first calendar year in my career as a global customer experience specialist that I have looked forward more in hope than expectation. My last article of 2017 explained why I have a number of concerns regarding the evolution of Customer Experience around the world.

Customer Experience 0

Customer Experience Government Customer Centricity Case Study 0

Experience Investigators by 360Connext

OCTOBER 22, 2019

If you know how critical Customer Experience is to the happiness of your customers and your team (and if you’re reading this, I’m willing to bet you are,) you’re probably already trying to anticipate the next big trends in CX. Customer Experience Still Reigns Supreme. But only 49% of U.S.

Trends 169

Trends Customer Experience Chatbots Innovation 169

Second to None

MARCH 16, 2018

Customers are interacting with brands via digital channels at a higher rate than ever before, making it essential that you have systems in place to provide a high-level value within these avenues. VR and AR will play an important role in connecting the online and in-store experience.

Trends 63

Trends Omni-Channel Customer Experience Chatbots 63

NICE inContact

FEBRUARY 4, 2019

It probably goes without saying that one major benefit of a cloud-based contact center is the access to continual, automatic upgrades and innovation as they happen. The post Future-proof Innovation – Vendors in it for the Long Haul appeared first on NICE inContact Blog.

Innovation 137

Innovation Contact Center Roadmap Report 137

One Millimeter Mindset

DECEMBER 27, 2018

My top 2018 Customer Experience blog post started off being a reflection of a topic near and dear to my heart. My little post ended up placing fourth out of thirteen entries in the 2018 Customer Experience Update MVP Awards in the category of Organizational Alignment and Company Culture.

Customer Experience 59

Customer Experience Culture Customers Strategy 59

Clarivate

DECEMBER 6, 2018

Denver, CO, December 6, 2018 – CustomersFirst Now (CFN), a leading provider of Journey Mapping software and Customer Experience consulting services, has been named the winner of the 2018 Aragon Research Innovation Award for Customer Journey Mapping.

Customer Journeys 49

Customer Journeys Innovation Financial Touchpoint 49

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. Listen to the voice of the customer to future-proof your business.

Innovation 145

Innovation Feedback Customers Engagement 145

Avaya

MAY 8, 2019

With more than 150 diverse clients, many among the FORTUNE 500, the leading business process outsourcing (BPO) company supports over 35 million omnichannel interactions each year in 175 countries via the customer’s channel of choice. Gartner has named Avaya a Leader in their 2018 Magic Quadrant for Contact Center Infrastructure, Worldwide.

Innovation 74

Innovation Customer Engagement Engagement Contact Center 74

Oracle

FEBRUARY 12, 2018

What lies ahead for small- and medium-sized businesses (SMBs) in 2018? It’s hard to say; I can’t get out my crystal ball to find the answers—but I do know this: All SMBs need to leverage these three tech innovations in order to remain competitive in today’s marketplace. What’s in store for your business?

Innovation 46

Innovation Chatbots Consumers Retail 46

CSM Magazine

DECEMBER 14, 2017

Eleven organizations have been shortlisted to win the 2018 Customer Contact Innovation Awards. The winners will be announced at the Gala dinner on April 24th at the close of the annual Customer Strategy & Planning conference organized by The Forum. Homeserve – Putting the customer first, by engaging our people.

Innovation 40

Innovation Conference Case Study Culture 40

Oracle

JANUARY 14, 2018

This week, the SmarterCX.com team was at NRF 2018 , the National Retail Federation’s Big Show. Javits Convention Center, NRF is one of the largest and most anticipated retail events each year, and showcases the latest in retail customer experience trends and technology innovations.

Retail 49

Retail Customer Experience Innovation Conference 49

eglobalis

FEBRUARY 26, 2018

Top 30 Customer Experience New Books, I Read in 2017 and 2018 Expected Books. The post 30 Top Customer Experience New Books I read in 2017 & Expected Books for 2018, Which I Highly Recommend! appeared first on Eglobalis.

Customer Experience 98

Customer Experience Customers Innovation Culture 98

Amplifai Coaching Category

JANUARY 12, 2021

The 2018 Customer Response Summit was incredible! For those that missed it, we've recapped our 48 hour immersion with the most innovative organizations disrupting Customer Experience!

Innovation 52

Innovation Customer Experience Customers 52

CX Journey

JUNE 17, 2019

It appeared on the Forbes site on November 14, 2018. In this follow-up to my article last month titled “Has Your Customer Experience Transformation Stalled?” I continue to outline why customer experience transformation efforts stall or slow. Develop your own unique culture and your own unique customer experience.

Customer Experience 148

Customer Experience Management Culture Customer Centricity 148

Experience Investigators by 360Connext

JUNE 25, 2019

The term “customer experience” usually conjures up images of individual customers in retail or other business-to-consumer (B2C) environments. I am often asked about business-to-business (B2B) as a separate experience. So, who, exactly should we design a customer experience for? How can that be?

B2C 137

B2C B2B Customer Experience Culture 137

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? Manager – Customer Relations, Pier 1 Imports.

Customer Experience 45

Customer Experience Contact Center Roadmap Trends 45

Oracle

JANUARY 15, 2019

The SmarterCX team is on location at NRF 2019: Retail’s Big Show in New York City this week getting an inside look at the latest in retail customer experience trends and technology. 4 key steps to stay ahead of the customer. We spoke with CX and retail pros and asked them to show us some of their most exciting innovations.

Retail 100

Retail Customer Experience Omni-Channel Trends 100