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. Here are some of the trends that will define 2018 for the banking industry. The Open Banking Standard will allow the sharing of banking information via secure and open APIs. Open Banking.

Banking 170

Banking Trends Financial Self Service 170

QuestionPro Audience

APRIL 6, 2018

Advertising agencies are facing a lot of adversity in 2018. Before creating an ad campaign, it is important to get background information on the client and their audience. With more and more big brands like Sprint, Netflix, and L’Oreal cutting their agencies to take their advertising in-house, ad agencies are scrambling to re-route.

Advertising 207

Advertising Consumers Marketing Customer Journeys 207

Kerry Bodine

MARCH 18, 2018

As head of the jury for the Service Design Awards, I’m proud to stand behind the outstanding and inspirational 2017 winners, and I look forward to welcoming our 2018 submissions. So if you’re a student, designer, or professional doing great service design work, don’t miss the opportunity to gain international recognition by entering in 2018.

Conference 120

Conference Customer Experience How To Customers 120

NICE inContact

JANUARY 24, 2018

How will companies that have embraced the cloud for the contact center and sales applications across their businesses continue to benefit in 2018 and beyond? The post 2018: New Ways Cloud Will Enhance Customer Care appeared first on inContact Blog. So, what comes next? Digital Transformation. Artificial Intelligence. Plan to join us!

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

Kayako

JANUARY 24, 2018

Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences. It means that support is respected as a profit-center in your company—as it should— and that engineering, marketing, and sales teams dip in with useful information to help customer support out.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

NICE inContact

MARCH 8, 2018

If your manager still hasn’t committed to sending you or your colleagues to Interactions 2018, there are some powerful reasons you can share. You just can’t get this kind of information anywhere else! You just can’t get this kind of information anywhere else! Best practices and proven solutions that can be implemented right now.

Interaction 120

Interaction Conference Management How To 120

Oracle

JANUARY 24, 2018

Here are four tech trends that are driving innovation in CRM in 2018, and helping organizations reach and engage their target audiences across channels. Artificial intelligence will prove to be one of the most prominent means of innovation in CRM in 2018. Read more on trends in CRM software in 4 Trends for CRM in 2018.

CRM 111

CRM Trends Software Customer Relationship Management 111

Vonage

SEPTEMBER 26, 2018

After two fun, informative and action-packed days, it’s hard to believe we're already halfway through Dreamforce 2018! We’ve put together 18 of the most thought-provoking quotes from some of those great minds of Dreamforce 2018 for you to enjoy and share across your social networks. We’re sure there will be plenty more to come!

Connections 120

Connections Technology Sales Trends 120

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. Intelligent apps, analytics and things.

Trends 174

Trends Retail e-support Technology 174

ShepHyken

JANUARY 3, 2018

Over the last few weeks, I’ve been reading about predictions and trends for 2018. With that in mind, I’d like to share five customer service tips every business must do to stay competitive in 2018: Embrace the changing expectations of your customer: This one I’ve touted every year. The customer expects more than ever.

Customer Service 110

Customer Service Self Service Tips Social Media 110

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. This blog post is not about the top customer service trends to watch out for in 2018. The following best practices set contemporary leaders in innovation apart from the pack and represent what exceptional customer service looks like in 2018.

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

CloudCherry

OCTOBER 25, 2018

All of this information is used by the design team who are constantly looking for ways to make the experience effortless. The post Takeaways from CEM Asia 2018: Quantifying the Impact of CX appeared first on CloudCherry. Watch the full Panel Discussion. ?.

CEM 170

CEM ROI Metrics Call Center 170

C3Centricity

AUGUST 20, 2017

Do you know how you’re going to beat the competition in 2018? To do this, start by collecting everything you know about them and then store all this knowledge and information as a descriptive and visual persona. To answer both these questions you need information. Therefore that is what you need to work on first.

Innovation 120

Innovation Competitive Advantage Meeting Strategy 120

Vonage

APRIL 12, 2018

This philosophy provided the inspriation for his opening keynote – and rap performance – at Pulse 2018, Gainsight’s annual conference for Customer Success professionals to share best practices, learn about new developments and network with peers in the industry. This purpose also informs our approach to Customer Success.

Customer Success 120

Customer Success Contact Center Conference Sports 120

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. We can segment by brand, by women, by men and so much more. Register today!

How To 113

How To Groups Customers Innovation 113

CloudCherry

DECEMBER 1, 2018

All of this information is used by the design team who are constantly looking for ways to make the experience effortless. The post Takeaways from CEM Asia 2018: Quantifying the Impact of CX appeared first on CloudCherry. Watch the full Panel Discussion. ?.

CEM 150

CEM ROI Metrics Call Center 150

Alliance by IFS

NOVEMBER 28, 2018

For more information about how Astea can help digitize your service operation, click here or contact us any time. The post Field Service Asia 2018 Recap appeared first on Astea.

Conference 78

Conference Technology Strategy Management 78

Alliance by IFS

SEPTEMBER 17, 2018

Astea International to Showcase the Newest Version of its Alliance™ Field Service Management and Mobility Platform at the 2018 Smarter Services™ Symposium. CHICAGO, IL (September 17, 2018) — Astea International Inc., © 2018 Astea International Inc. www.astea.com. Service Smart. Enterprise Proven. www.renmarkfinancial.com.

Conference 84

Conference Technology Software Management 84

CSM Magazine

DECEMBER 5, 2017

Here are some of the top customer service predictions for 2018, brought to you by Fara Haron is CEO of CRM Solutions, Arvato. Technology related to voice recognition will be most impactful in 2018. In relation to customer service, technologies like AR and VR will not be as impactful in 2018. Voice Recognition. Gamification.

Self Service 80

Self Service Customer Service Gamification CRM 80

OpinionLab

DECEMBER 18, 2018

While Cyber Monday 2018 was a huge success for online retailers, with U.S. Click here for more information on how Verint helps listen to, analyze and act upon the Voice of the Customer from across digital customer engagement channels to deliver positive business outcomes. sales jumping 19.7% over 2017 to $7.9

Retail 60

Retail Consumers Online Experience Sales 60

Helen Dewdney

SEPTEMBER 17, 2018

In continued problems for Ryanair, the airline announced that 150 out of the 400 flights scheduled to fly to and from Germany would be cancelled on 12 September 2018, due to a 24-hour strike by pilots and cabin crew. Ryanair’s position runs contrary to a ruling by the European Court of Justice from April 2018.

Airlines 47

Airlines Travel Consumers Company 47

ShepHyken

MARCH 9, 2018

Businesses that already have a strong digital customer service strategy in place are steps ahead of the competition, however here’s how you can catch up in 2018. Firstly, an organization’s website should provide the main and vital bits of information that visitors will want to know, including exactly what the business provides.

Customer Service 75

Customer Service Knowledge Base Chatbots Social Media 75

OpinionLab

DECEMBER 18, 2018

While Cyber Monday 2018 was a huge success for online retailers, with U.S. Click here for more information on how Verint helps listen to, analyze and act upon the Voice of the Customer from across digital customer engagement channels to deliver positive business outcomes. sales jumping 19.7% over 2017 to $7.9

Retail 60

Retail Consumers Online Experience Sales 60

Comm100

JUNE 13, 2018

Steve DiGioia has a very succinct yet informative post on the best way of dealing with upset customers, and his acronym is particularly useful for remembering what you need to do. Often times, stories last for hundreds of years as they are passed down to inform and educate with hidden gems of knowledge embedded within. Conclusion.

Customer Service 102

Customer Service Airlines Call Center Metrics 102

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. This will enable you to extract actionable insights from your customer data and capitalize on the information available to you. customer exhibitors at MWC 2018: Verto Analytics. Messaging app exhibitors at MWC 2018: Infinity Mobile.

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. This will enable you to extract actionable insights from your customer data and capitalize on the information available to you. customer exhibitors at MWC 2018: Verto Analytics. Messaging app exhibitors at MWC 2018: Infinity Mobile.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

ChurnZero

SEPTEMBER 14, 2018

This year, they even had a dedicated CS track that gave CSMs useful information for their day-to-day jobs and covered topics such as – Customer Retention, Customer Success, Customer Loyalty, Customer Feedback, and Customer Experience. Check out our top ten Customer Success takeaways from INBOUND 2018. We have you covered.

Customer Success 66

Customer Success Customer Retention Conference B2B 66

ProProfs Chat

NOVEMBER 17, 2017

As 2017 is coming to an end, here’re 3 customer support trends that promise a better customer support in 2018. With better tech and information, they can provide better support faster. All departments must have the same access to customer information and contact history. Here are three things we should be watching for in 2018.

Self Service 111

Self Service Trends Chatbots Omni-Channel 111

ShepHyken

JANUARY 1, 2018

15 Customer Experience Trends for 2018 by Bruce Temkin. My Comment: Let’s start the New Year with a list of 14 customer experience (CX) trends for 2018 by my friend Bruce Temkin. If CX is important to you, and I know it is, then pay attention to what Bruce predicts for 2018. For information contact or www.hyken.com.

Customer Service 0

Customer Service Trends Culture Advertising 0

ShepHyken

OCTOBER 15, 2018

The 2018 Customer Service Study from ThinkJar highlights strategy, budgeting, stakeholders, and the current top-trends: digital transformation, AI, IoT, and data-based decision making. There is a lot of information and detail in this article about AI, data, automation and more. Follow on Twitter: @Hyken.

Customer Service 86

Customer Service Automotive Tips Feedback 86

Oracle

APRIL 19, 2018

Looking for customer experience conference and events information for 2018 and 2019? Bookmark this page and check back as we update event and conference information throughout the year. April 2018 CX Events and Conferences. April 8 – 11, 2018. April 10 – 12, 2018. April 10 – 11, 2018. April 18, 2018.

Conference 60

Conference Customer Experience Chief Customer Officer Contact Center 60

ShepHyken

JANUARY 29, 2018

Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. LiveChat) The report contains key customer service findings from 2017 and trends for 2018. My Comment: My friends at LiveChat have put out a 2018 customer service report. Plenty of interesting information here.

Customer Service 92

Customer Service Social Media Tips Trends 92

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. music, movie times, shopping lists, news, and general information). Think smaller in 2018…specifically, mobile apps. New CX Predictions.

Customer Journeys 72

Customer Journeys Contact Center Consumers Financial 72

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

ShepHyken

NOVEMBER 12, 2018

Forrester) Let’s face it: 2018 was not a fabulous year for customer experience. Their information is always interesting and relevant. Yes, today’s customers are more connected and have access to more information than any other generation of customers in history, but they still can’t read minds (at least not yet).

Customer Service 89

Customer Service Effort Score Customer Service Training Marketing 89

ShepHyken

DECEMBER 31, 2018

Customer Guru) As we bid goodbye to 2018 and usher in 2019, we have made some customer-centric resolutions for this new year. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. I have added my comment about each article and would like to hear what you think too.

Customer Service 95

Customer Service Touchpoint Customer Centricity Customer Service Training 95