CSM Magazine

NOVEMBER 29, 2017

Capitalising on a strong foothold in Europe’s customer contact community 2018 will be bigger, more innovative and interactive than ever before. CCW Europe 2018 will be educational, practical & unforgettable! For more information, visit the event website and download the agenda. And that’s not all….

Innovation 40

Innovation Leadership Culture Customers 40

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

Experience Matters

AUGUST 9, 2018

Here are links to download different versions of the infographic: Infographic: in .jpg png format Here are some of the reports with data included in the infographic: Propelling Experience Design Across The Organization 2018 Temkin Emotion Ratings State of CX Management, 2018. This infographic provides an overview. poster: in .png

Infographics 163

Infographics Report Customer Experience Data 163

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. CCW Digital, in their latest Winter Executive Report, studied a wide range of organizations to discover the most popular goals and strategies for call centers in 2018. 2 for Companies.

Contact Center 104

Contact Center Report Customer Journeys Customer Centricity 104

NICE inContact

OCTOBER 24, 2018

That’s because we celebrate customers for using NICE inContact products and services to drive exceptionally creative, innovative customer experiences. Then download the form to make your awards submission(s) now through January 15, 2019. Then download the form to make your awards submission(s) now through January 15, 2019.

Conference 120

Conference ROI Employee Engagement Interaction 120

Natalie Petouhof

SEPTEMBER 23, 2018

Tweet Dreamforce 2018 is here! Download for iOS: [link]. DrNatalie – @ServiceCloud, Customer Service Innovation. And there’s so much to do and see! To get the most out of the week I’ve put together some notes for #ServiceTrailblazers! Reserve your seat and put these sessions on your calendar!

Contact Center 75

Contact Center ROI Customer Service Meeting 75

Oracle

JANUARY 11, 2018

As we move into 2018, every SMB should ask these four questions: Are we on the right road to success? What worked to engage your customers in 2017, or earlier, may not bring you success in 2018. Review your employee roster with the knowledge that new challenges face your team in 2018. Which business owner do you want to be?

eBook 53

eBook Social Media Customer Centricity Customer Expectations 53

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

NICE inContact

DECEMBER 17, 2018

And the beauty of a true cloud-native platform is customers always, automatically have access to our latest innovations. We realize customer expectations are ever-shifting and that means the most successful contact centers are those with a software partner who will continue to innovate for years to come. Download all 3 reports. [i]

Contact Center 120

Contact Center Omni-Channel Roadmap Analytics 120

Hero Digital

JANUARY 23, 2019

Omnichannel innovation is now required for all brands in the industry, from direct-to-consumer startups to traditional behemoths. But we believe that disruptive innovation doesn’t have to feel like a science fiction movie or like the industry futurists’ view of what shopping will be like in 2030. But we disagree.

Retail 40

Retail Innovation Omni-Channel Chatbots 40

Kerry Bodine

SEPTEMBER 9, 2018

Here’s an overview of the new features you’ll find on our site: The State of Journey Managers, 2018: Our latest report is the industry’s first comprehensive research study into the emerging role of journey managers. Download it now. Consider the current list our minimum viable product, as we’ve got more changes coming soon.

Study 120

Study Innovation Report Management 120

Kerry Bodine

SEPTEMBER 9, 2018

Here’s an overview of the new features you’ll find on our site: The State of Journey Managers, 2018: Our latest report is the industry’s first comprehensive research study into the emerging role of journey managers. Download it now. Consider the current list our minimum viable product, as we’ve got more changes coming soon.

Study 120

Study Innovation Report Management 120

CloudCherry

SEPTEMBER 18, 2018

All webinar attendees will also receive a full download of Maxie Schmidt’s report – a $499 value. When: Wednesday, September 25th, 2018, 9 am PST . Host: Maxie Schmidt-Subramanian, Principal Analyst at Forrester . Maxie Schmidt-Subramanian: Maxie Schmidt is a principal analyst serving customer experience (CX) professionals.

Financial 150

Financial Measurement Leadership Resources 150

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. AI and Personalization – The Paradox of Personalization via a Machine.

Tools 157

Tools Customer Service Chatbots How To 157

Forrester's Customer Insights

JULY 11, 2018

I’m excited to announce that our list of top emerging technologies to watch in 2018 is out. If you are a client, you can download the report here; if not, here is a quick video blog. It explains what’s different about this year’s report and how we came up with our list. It further contains […].

Technology 40

Technology Video Report Innovation 40

NICE inContact

JANUARY 7, 2019

If you’re looking for help in deciphering the strengths and weaknesses of the industry’s most notable cloud contact center providers, you’ll want to put The Forrester Wave : Cloud Contact Centers, Q3 2018 at the top of your reading list. Plan for 2019 trends. Next Time: How can the Forrester Wave directly impact your RFP/RFI quality?

Contact Center 120

Contact Center Omni-Channel Report Trends 120

Bizagi

FEBRUARY 1, 2019

Intelligent processes and rules will ensure one can automate and scale interactions with customers and suppliers alike, this will create a more dynamic feedback loop to ongoing product innovation. . Download your complimentary copy of the latest ‘Magic Quadrant for Intelligent Business Process Management Suites’ . – .

Analytics 40

Analytics Interaction Technology Trends 40

Kustomer

NOVEMBER 1, 2021

According to Apple, in 2018 there were roughly 550,000 podcasts and today there are more than 2 million. The podcast is simply an episodic series of digital files that a user can download to a personal device. Generally free or low-cost to download, the user can subscribe to a given series and tune in at their convenience.

Customer Service 98

Customer Service Entertainment Trends Social Media 98

Clarivate

AUGUST 2, 2022

A new study by the Centre for Innovation in Regulatory Science (CIRS) has shown that the approval times of major global regulatory agencies have reduced and converged over the last decade, though there are still differences between them. Download the full briefing here from CIRS. N) = number of approvals.

Trends 98

Trends Strategy Study Healthcare 98

Avaya

JANUARY 14, 2019

Devoting resources to DCX is a wise move, according to Nemertes’ 2018-19 Digital Customer Experience research study of 697 IT and business leaders across North America, Europe, and Asia-Pacific. That management becomes much easier with targeted technology initiatives that aim to improve business metrics associated with DCX.

Customer Experience 73

Customer Experience Competitive Advantage Social Media Metrics 73

CSM Magazine

MARCH 3, 2022

It’s bringing considerable innovations to the business travel world and changing how corporate teams are going on the road. Additionally, it was awarded the fastest-growing SaaS startup in 2018 and managed to raise over $20 million to innovate the business travel industry. How can it be such a leader in the SaaS industry?

Tools 52

Tools Management Travel Transportation 52

AWS Machine Learning

AUGUST 16, 2023

Travelers collaborated with the Amazon Machine Learning Solutions Lab (now known as the Generative AI Innovation Center ) to develop this framework to support and enhance aerial imagery model use cases. The images document the land cover, or physical surface features, of ten European countries between June 2017 and May 2018.

Training 73

Training Multi-Channel Travel Innovation 73

North Highland

MARCH 15, 2019

The company delivered its billionth ride in September 2018, spurring its reputation as a ridesharing VIP and household name. Utilizing HR cloud technology will make traditional employers more attractive to applicants, ensuring greater competition, health, and innovation throughout the industry.

Transportation 69

Transportation Fashion Technology Innovation 69

Confirmit

JANUARY 23, 2019

He then goes on to discuss how to identify the next innovation to feed your customer-centric culture, which will become increasingly important as more companies begin to master the three key culture practices above. Arm yourself with the latest research and examples to share with colleagues and download the report today.

Customer Centricity 40

Customer Centricity Culture Innovation Report 40

Confirmit

NOVEMBER 16, 2020

We are proud to share the success of such innovative and people-centric teams. Owl Solutions implemented a dedicated CX program in 2018 to support its commitment to client service. A customer-centric paradigm shift across the business, with feedback informing the design and continuous improvement content and priorities.

Insurance 52

Insurance Case Study Touchpoint eBook 52

West Monroe

JULY 30, 2023

Turn to spend management as a source for innovation funding. With the demand for innovation dollars only intensifying, the potential bottom-line savings cannot not be overlooked. Given the push to repeal the 2018 Senate Bill, it’s all but assumed annual stress testing will yet again become a requirement for midsize banks.

Banking 52

Banking Multi-Channel Financial Customer Centricity 52

Talkdesk

MARCH 12, 2021

Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018. Offering a 100% uptime service level agreement (SLA) to its customers, Talkdesk has garnered the trust of over 1,800 innovative companies around the world, including IBM, Acxiom, 2U, Trivago and YMCA.

Call Flow 91

Call Flow Contact Center Abandon Rate Omni-Channel 91

NetBase

NOVEMBER 21, 2018

But what changes can hotel brands expect moving forward, and how can they avoid disruption by innovative competitors? The NetBase 2018 Social Intelligence Report: Hotels has all the insights! Download the full report for more specifics on new ideas worth exploring. There’s a lot to be optimistic about heading into the future.

Hospitality 43

Hospitality Industry Hotels Social Media 43

Comm100

APRIL 17, 2018

Apart from identifying pain points that your customers are having with your brand, customer feedback can also be a source of innovation for ideas to improve customer service. Free Download] Improve Your Customer Experience: An Action Plan for CX Success. Download Now. How has customer feedback helped your business?

Feedback 193

Feedback How To Roadmap Survey 193

SurveySparrow

OCTOBER 10, 2019

One of the biggest tech events is all decked up to take on the world by storm and woo a force of think tanks to innovate, share, explore and realize dreams over a cuppa! Dreamforce offers a platform to educate, innovate, explore, network, share and connect over technology. Dreamforce 2019 is round the corner and we can’t keep calm!

Conference 73

Conference Course Hotels Innovation 73

Opinionator

NOVEMBER 15, 2020

In a 2018 study, Insurance Quotes found an average of 253,857 colony-forming units per square inch of bacteria on airport check-in screens. To ensure customers’ safety and health and still receive the needed feedback to improve standards, custodial and janitorial managers need to employ more innovative feedback solutions.

Feedback 98

Feedback Study Guidelines System 98

PK

APRIL 23, 2020

This is a time already ripe for innovation, and I believe that it is from these roots that telemedicine will emerge to make healthcare better and more accessible. In 2018, I described an ambitious telemedicine initiative in China which deployed 1,000 non-staffed clinics. Telemedicine will help healthcare heal.

Healthcare 52

Healthcare Hospitality Innovation e-support 52

Verint

MARCH 29, 2018

Conference attendees will have the opportunity to get a sneak peek at what Verint is planning for the future in the Product Innovation Zone. Just download the conference justification memo that you can easily customize. They can also share their perspectives on doing business with us in the Customer Experience Zone.

Engagement 23

Engagement Conference Hotels Innovation 23

Method:CRM

FEBRUARY 27, 2019

These discussions might focus on: Developing go-to-market strategies and launch plans Adopting innovative technologies Expanding operations Managing cash flow Tackling the fast-moving marketplace Complying with regulations, both domestic and international. Driving digital innovation strategies. If so, then you’re probably affected.

Financial 61

Financial Consulting Competitive Advantage Innovation 61

Helen Dewdney

APRIL 29, 2019

— CollectPlus (@CollectPlus) November 25, 2018. Spending a relatively short time to get to know your customers on social media can quickly reap more rewards than endless time-consuming strategy meetings… If you are interested in working with Helen see Services for a variety of innovative solutions to your business needs.

Social Media 56

Social Media Case Study Consumers Course 56

CSM Magazine

MAY 22, 2018

“In today’s Age of the Customer, personal, emotive customer interactions play a critical role in bridging the gap for what disruption and digital innovation alone. You can download the research whitepaper at www.newvoicemedia.com. cannot solve.

Poor Customer Service 53

Poor Customer Service Omni-Channel Consumers Customer Service 53

C Space

OCTOBER 1, 2018

Christina turns stats to story and is the lead researcher of our 2018 Customer, Experienced. A sociologist, ethnographer and author, she’s our in-house pathfinder, constantly mapping out ways for brands to innovate and push boundaries. Download Customer, Experienced. Christina Stahlkopf , Ph.D. here to find out more.

NPS 56

NPS Sports Net Promoter Score Retail 56