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. For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience.

Contact Center 105

Contact Center Report Customer Journeys Customer Centricity 105

North Highland

APRIL 5, 2019

The Cordence Worldwide (CWW) network, of which North Highland is a proud member, met in 2018 to bring together our global knowledge and experience in the public sector and to develop ideas on the future of government services. Q: Disruptive technologies – what are they and why is everyone talking them?

Technology 58

Technology Government Transportation Case Study 58

Oracle

FEBRUARY 12, 2018

What lies ahead for small- and medium-sized businesses (SMBs) in 2018? If you are not a mobile-friendly business yet, you need to make the transformation in 2018. If you are not a mobile-friendly business yet, you need to make the transformation in 2018. Your poor user experience could be scaring your audience away.

Innovation 46

Innovation Chatbots Consumers Retail 46

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. The companies involved in mobile app development are now helping both small and medium–sized organizations to excel by embracing these new technologies supported by Artificial Intelligence.

Chatbots 50

Chatbots Trends Technology Social Media 50

Oracle

JANUARY 29, 2018

several of them well-documented and often part of the natural progression of current technology. There’s a podcast series by Frank Sohn of NovusCPQ that highlights leading CPQ players and how they see technology developments in CPQ making an impact on organizations. which is attracting significant capital investment.

Trends 42

Trends Software CRM Customer Relationship Management 42

Oracle

MARCH 6, 2018

Rachana Bhide, Organizational Psychologist and Talent Partner for Engineering at Bloomberg and Founder of the Corner of the Court Project, shared with us her 4 psychology-based lessons that help engineers and other technology professionals boost their careers and become better leaders. Copyright © 2018 Oracle. All rights reserved.

Technology 75

Technology Exercises Sales User Experience 75

Alida

MAY 24, 2018

That’s the key message I heard at the CX Exchange Retail 2018 , an intimate, invite-only conference for business executives in retail. To win the business of consumers, however, companies need to invest in continuously improving the experience of their customers. Retail is far from dead. Fail fast and forward.

Retail 189

Retail Conference Employee Engagement ROI 189

Oracle

FEBRUARY 25, 2019

“Technology is going to disrupt the future of work, perhaps sooner than we thought. billion in artificial intelligence in 2018, outpacing all other industries, according to International Data Corporation (IDC). ” — Joanne Chen, Partner, Foundation Capital, at SXSW 2018. Disruptive innovation. On AI’s knowledge.

Retail 105

Retail Innovation Connections User Experience 105

Answer Dash

MAY 7, 2018

Internal UX Capabilities “Since user experience (UX) plays such an important role in any digital strategy, we see many industries — especially the ones that are furthest along in digitalization — building up substantial internal capabilities rather than relying on external help,” ( Gartner ).

Trends 54

Trends Customer Experience B2C B2B 54

West Monroe

AUGUST 13, 2023

Medical imaging refers to the use of technology to view the human body in order to diagnose, monitor, or treat medical conditions; technology used to generate medical images includes magnetic resonance imaging (MRI) scans, ultrasounds, X-Rays, Computed Technology (CT), and other tools.

Healthcare 52

Healthcare Report Innovation Data 52

Alliance by IFS

SEPTEMBER 11, 2018

Alliance Enterprise delivers enterprise-grade technology designed to unify the increasingly complex service ecosystem. HORSHAM, PA (September 11, 2018) — Astea International Inc., Improved user satisfaction can drive better technology adoption and engagement, and ultimately a better customer experience.

Self Service 83

Self Service Multi-Channel Software Sports 83

Oracle

JANUARY 22, 2019

The American Academy of Sleep Medicine reports that 30 – 35% of adults experience brief symptoms of insomnia, keeping a restful night of sleep far away. At Modern CX 2018, we asked 5 CX Heroes what was keeping them awake. “I would have to say right now, it’s the transformation to mobile technology. Not likely.

Trends 63

Trends Industry Automotive Contact Center 63

CX Workout - Ideas Blog

NOVEMBER 3, 2020

3) Little connection between the Employee Experience and Customer Experience. For example, why do businesses still support siloes between Customer Experience (CX), Data, Digital, Employee Experience (EX), Enterprise Technology, Human Resources, and Marketing? In 2018, Gartner suggested that CX is a people problem.

Net Promoter Score 98

Net Promoter Score Effort Score Analysis Employee Experience 98

Interactions

JANUARY 16, 2019

We wrapped up 2018 with a look back at the year’s biggest customer care trends , and we’re excited to see what 2019 has in store for the technology industry. As we mentioned in our 2018 roundup, chatbots have failed to live up to their hype. When it comes to AI, going it alone may not yield the best results.

Trends 59

Trends Chatbots Omni-Channel Customer Care 59

Kerry Bodine

JUNE 5, 2019

If you’re trying to make a business case that your organization should focus its customer experience investments in post-sales support, then you’d want to create a journey map that compares that part of the end-to-end journey with other high-level phases. Any idea which department typically houses the journey manager role? Stay tuned!

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

Customer Guru

OCTOBER 9, 2018

According to Merriam-Webster, digital means “characterized by electronic and especially computerized technology.” Computer technology, and the internet specifically, have been catalysts and enablers in redefining and revolutionizing the way businesses across the world function. Invest in technology.

Customer Experience 119

Customer Experience Social Media How To Customers 119

Hero Digital

APRIL 22, 2019

While emotional brand experiences were a huge focus for the 2018 digital landscape, accessibility is increasingly front-and-center in conversations about customer experience (CX). Artificial intelligence, virtual reality, and voice technology might be heralded as the future of customer experience.

Guidelines 71

Guidelines Video User Experience Meeting 71

Kerry Bodine

JUNE 5, 2019

If you’re trying to make a business case that your organization should focus its customer experience investments in post-sales support, then you’d want to create a journey map that compares that part of the end-to-end journey with other high-level phases. Any idea which department typically houses the journey manager role? Stay tuned!

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

If you’re trying to make a business case that your organization should focus its customer experience investments in post-sales support, then you’d want to create a journey map that compares that part of the end-to-end journey with other high-level phases. Any idea which department typically houses the journey manager role? Stay tuned!

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Lithium

JUNE 11, 2019

Hi, I’m writing to let you know that Lithium has made the decision to sunset the Klout service, effective May 25, 2018. Lithium is committed to providing you with the technology and services that will enable you to differentiate your customer experience. An update on Klout.

Self Service 40

Self Service Customer Care User Experience Innovation 40

Lithium

JUNE 11, 2019

Hi, I’m writing to let you know that Lithium has made the decision to sunset the Klout service, effective May 25, 2018. Lithium is committed to providing you with the technology and services that will enable you to differentiate your customer experience. An update on Klout.

Self Service 40

Self Service Customer Care User Experience Innovation 40

Lithium

JUNE 11, 2019

Hi, I’m writing to let you know that Lithium has made the decision to sunset the Klout service, effective May 25, 2018. Lithium is committed to providing you with the technology and services that will enable you to differentiate your customer experience. An update on Klout.

Self Service 40

Self Service Customer Care User Experience Innovation 40

Call Experts

JANUARY 23, 2019

Fortunately, the latest technologies utilize artificial intelligence and big data to address customer concerns and process inefficiency. Omnichannel processes address each experience in an individual's buyer or customer support process. 10 Trends That Will Disrupt Customer Service in 2018. What is an employee call out-line?

Omni-Channel 53

Omni-Channel Management Call Center Multi-Channel 53

Solvvy

JULY 31, 2018

Fast forward to today, and here we are: powering conversations for over 250+ million users worldwide and being highlighted in Aragon Research’s recently released report, Hot Vendors in Conversational AI, 2018.

Self Service 48

Self Service Report User Experience Customers 48

Fox Metrics

JUNE 25, 2020

New technologies, strategies, and trends are being introduced now and again to allow companies to meet the evolving interests and behavior of consumers. It became popular on Facebook in 2018 and 2019 and has grown to become a sophisticated marketing tool that provides personalized and optimized customer experience.

Trends 111

Trends Marketing Social Media Advertising 111

Ecrion

MARCH 25, 2019

Most people within the industry know there are insurance customer experience difficulties. Change is happening, with digital technologies and new ways of communicating at the forefront of the insurance customer experience. New technologies mean less paperwork and more time improving the overall insurance customer experience.

Insurance 40

Insurance Customer Experience Omni-Channel Policies 40

Qualtrics

JUNE 22, 2020

Customer satisfaction reflects the expectations and experiences that the customer has with a product or service. Consumer expectations reflect both past and current product evaluation and user experiences. Technological Expectations. Technological customer expectations focus on the evolving state of the product category.

Customer Expectations 59

Customer Expectations Customer Satisfaction Measurement Advertising 59

ChurnZero

JANUARY 4, 2019

.) “As the connectivity experience becomes more refined, customer expectations will rise in response, and create a demand for higher-quality user experience (UX) innovation. While bots continued to get a bad rap in 2018, the solutions available significantly improved. Take a look back here.

Customer Success 73

Customer Success Self Service Chief Customer Officer Trends 73

UJET

JUNE 19, 2019

Many companies see chatbot integration as the next technological advancement for customer support. That’s not the expectation that most people have and will often lead to less than ideal user experience. The UJET platform is designed to leverage smartphone capabilities to provide a great user experience for end users and agents.

Chatbots 56

Chatbots Self Service Contact Center User Experience 56

NetBase

MARCH 4, 2019

Not only that, but online “must know” offerings and technologies change often – not to mention which channels your audience is frequenting. It’s not social networks working collaboratively to make our jobs harder, it’s in response to consumer-driven demands for more choices, better user experiences and more privacy controls.

Report 89

Report Social Media Advertising Ecommerce 89

Eptica

JUNE 27, 2018

Date: Wednesday, June 27, 2018 Author: Olivier Njamfa - CEO & Co-Founder What does CX actually mean? Published on: June 27, 2018. Author: Olivier Njamfa - CEO & Co-Founder Everyone talks about the importance of the customer experience – from CEOs downwards.

Social Media 55

Social Media CRM Poor Customer Service Customer Satisfaction 55

Gainsight

JUNE 4, 2019

Using technologies like Marketing Automation and Gainsight’s Journey Orchestrato r, we were suddenly able to increase the reach and frequency of customer communications. In 2018, over 281.1 With the advances in product technology , businesses can now use their products as a vehicle to communicate with their customer.

Communication 63

Communication Guidelines Engagement Interaction 63

Qualtrics

FEBRUARY 6, 2019

Technology is rapidly changing the way we live and product leaders are at the forefront of this revolution. Amy Lokey- VP of User Experience, Google. 2019 speakers haven’t been announced but 2018 speakers included: Martin Eriksson – Founder of ProductTank and Co-Founder of Mind the Product. Arif Gursel- P.A.C.E.

Conference 33

Conference Management Innovation Roadmap 33

Fox Metrics

JUNE 25, 2020

New technologies, strategies, and trends are being introduced now and again to allow companies to meet the evolving interests and behavior of consumers. It became popular on Facebook in 2018 and 2019 and has grown to become a sophisticated marketing tool that provides personalized and optimized customer experience.

Trends 64

Trends Marketing Social Media Analytics 64

Answer Dash

OCTOBER 1, 2018

In the last decade, humanity has achieved a significant number of technological advance which are bound to make a huge impact in our lives and the way we do business. Some of these tech advances are already in use, empowering businesses with the ability to expand service offerings and enhance customer experience.

Customer Experience 65

Customer Experience Chatbots Self Service e-support 65

ChurnZero

JANUARY 4, 2019

.) “As the connectivity experience becomes more refined, customer expectations will rise in response, and create a demand for higher-quality user experience (UX) innovation. While bots continued to get a bad rap in 2018, the solutions available significantly improved. Take a look back here.

Customer Success 49

Customer Success Self Service Chief Customer Officer Trends 49

Alliance by IFS

NOVEMBER 7, 2017

Making life easier for field technicians means giving them technology that is powerful yet simple to navigate, designed with the user experience in mind, and offers instant access to information. How will mobile workforce transformation evolve in 2018? How will they evolve in 2018? Watch On-Demand Webinar.

Trends 6

Trends User Experience Technology Industry 6