NICE inContact

FEBRUARY 14, 2019

The Interactions 2019 agenda is built with you in mind, so you can deliver the most exceptional customer experience directly to your customers. Make sure to get the most out of your visit by planning in advance with the Interactions 2019 Agenda Preview ! This rate expires on March 1, 2019. Brightway Insurance.

Interaction 159

Interaction Insurance Conference Analytics 159

InnerTrends

JANUARY 18, 2019

The world of analytics took a turn for the best last year, and 2019 looks even more promising. Till then, have a great 2019 and keep in touch! For more articles on analytics, please check out my newsletter. The post Which are the trends in analytics for 2019? Stay tuned! You can subscribe here.

Analytics 67

Analytics Trends Customer Engagement Engagement 67

Vonage

JANUARY 30, 2019

Brands still struggle with the reality that omni-channel is about customer choice not cost reduction. Too many digital agendas still focus on deflection rather than meeting five generations of customer expectation around live assistance, self-service and being proactive. Aligning Quality Management With Customer Experience.

Omni-Channel 228

Omni-Channel Self Service Innovation Technology 228

NetBase

NOVEMBER 14, 2018

Here’s a social analytics checklist to get you ready for a bold, successful 2019. For this you need real-time social media analytics tools with sentiment analysis capabilities , and you should be in the habit of consulting them. This is a great habit to establish for 2019. Invest in Upgraded Social Analytics Tools.

Analytics 72

Analytics Social Media Net Promoter Score Analysis 72

Kayako

JANUARY 3, 2019

Now that 2018 is slowly wrapping up, companies are looking into starting 2019 with a ready-to-go customer experience strategy. In fact, 81% of CX leaders say their companies will compete nearly solely on experience within the next few years but only 22% of leaders say their efforts have exceeded customer expectations.

Trends 120

Trends Customer Experience Ecommerce Analytics 120

NICE inContact

JUNE 17, 2019

Many companies underestimate just how much the customer experience on digital channels matter. In our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark study , we found that businesses greatly underestimate customers’ likelihood to recommend their company based on their experiences with online chat, apps and websites.

Analytics 136

Analytics Customer Experience Management Contact Center 136

NICE inContact

JUNE 17, 2019

Many companies underestimate just how much the customer experience on digital channels matter. In our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark study , we found that businesses greatly underestimate customers’ likelihood to recommend their company based on their experiences with online chat, apps and websites.

Analytics 136

Analytics Customer Experience Management Contact Center 136

Experience Investigators by 360Connext

DECEMBER 17, 2019

And while I’m all about looking forward more than I look back, it’s worth remembering that a lot of the articles written on Experience Investigators in 2019 are just as relevant in 2020… some even more so! So with that in mind, let’s look back on… Our Top 10 Most Popular Posts Of 2019. And mean it.

Customer Journeys 178

Customer Journeys B2C Touchpoint B2B 178

NetBase

APRIL 18, 2019

You can also find new audiences and connect by taking note of which brands are popping up as influential in your social analytics : There’s a big focus on children and Earth Day, as evidenced by brands like Peppa Pig , GoldieBlox , and The Powerpuff Girls in the Influencers widget above. These are your future customers, after all.

Analytics 61

Analytics Brands Analysis Course 61

datastax

JANUARY 2, 2019

With another year starting, now is probably a good time to take a look at what’s to come in the world of data management for 2019 and beyond. Here are the top six data management trends for 2019: Analytics, analytics, analytics . To this end, data governance will become increasingly prominent in 2019 and beyond.

Trends 105

Trends Data Management Government 105

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Published on: December 11, 2019. And what better way of doing this than exploring the 2019-20 Contact Babel UK Contact Centre Decision-Makers’ Guide , sponsored by Enghouse Interactive.

Self Service 75

Self Service Customer Service Social Media NPS 75

CX Journey

JUNE 20, 2019

This post originally appeared on Paul's site on February 21, 2019. In this series, I share what this means for data, analytics & insight teams who need to work this way. My interest in this topic is the impact Agile working is having on customer insight, analytics, and data science teams.

Analytics 138

Analytics Culture Exercises Data 138

CSM Magazine

JULY 17, 2023

BigChange has launched a series of Analytics Dashboards to display critical business information for field service firms. Big-screen graphs and tables provide an instant view of performance, such as job costs, productivity, customer service, and finance. For more information please visit www.bigchange.com.

Analytics 52

Analytics Customer Relationship Management CRM System 52

NetBase

NOVEMBER 19, 2018

Here are some social media marketing predictions for 2019, as heard from the experts at our recent NetBase LIVE conferences in New York and Los Angeles. Austin-based tinydrum calls it “Speaking Human” – and it’s the best approach to win over any audience heading into 2019. Which is the only way to roll if you want to get ahead in 2019.

Social Media 83

Social Media Marketing Conference Analytics 83

Calabrio

MAY 10, 2019

As consumers have become more informed and competition amongst companies fiercer, customer experience (CX) has emerged as a key point of competitive differentiation and the contact centre as an essential part of the experience. Here are my recommendations for must-see sessions: The Basics of Customer Experience.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

Oracle

FEBRUARY 21, 2019

On March 20, 2019 at Oracle Modern Customer Experience in Las Vegas, the 13 th annual Markie Awards ceremony will take place, where winners in 14 categories of marketing and customer experience excellence will be announced. Ready to register for Oracle Modern Customer Experience 2019? Clarivate Analytics.

Omni-Channel 75

Omni-Channel Meeting Conference ROI 75

Oracle

FEBRUARY 12, 2019

Oracle Modern Customer Experience 2019 will take place March 19-21 at the Mandalay Bay Convention Center in Las Vegas, with 100+ planned sessions focusing on the hottest topics in customer experience. Ready to register for Oracle Modern Customer Experience 2019? Attend this session and learn more.

Customer Experience 71

Customer Experience Conference Chatbots Analytics 71

ShepHyken

APRIL 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Is Poised for an AI Revolution by Vala Afshar. ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience.

Customer Service 99

Customer Service Social Media Chatbots Trends 99

Alliance by IFS

JUNE 27, 2019

A recent Aberdeen whitepaper State of Service 2019: Mobile Technologies Drive Field Success explores how customers, field technicians and the rest of your organization is impacted by the following industry changes. But perhaps the most important benefit is the improvement in customer experience it can provide.

Exceptional Customer Service 86

Exceptional Customer Service Technology Connections Analytics 86

TechSee

FEBRUARY 19, 2019

As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. This year’s theme, “Intelligent Connectivity,” focuses on highly contextualized and personalized experiences , delivered when and where customers want them. MWC Barcelona 2019 Self-Service Sessions not to be missed. In a nutshell.

Self Service 95

Self Service Innovation Telecommunications Consumers 95

Fox Metrics

AUGUST 14, 2020

Most businesses are leveraging data analytics to get insight into who their customers are, what they do, what they want, and how to reach them. In fact, a study by McKinsey & Company found that businesses using data analytics are 7.4 Analytic talk 3. Google Marketing Platform (previously Google Analytics Solutions) 4.

Analytics 93

Analytics Data Social Media Analysis 93

Lumoa

SEPTEMBER 30, 2022

By now, the importance of delivering a superb customer experience in banking is crystal clear. It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. Plus, their customers are also two times more likely to try new products or services. .

Banking 236

Banking Customer Experience Self Service Financial 236

ShepHyken

JULY 29, 2019

Each week I read a number of customer service and customer experience articles from various resources. If the statement doesn’t focus on customers, that’s fine. Then have a customer service vision statement. Why Customer Success is Important in the Modern Age by Mia Jacobs. by Knowledge@Wharton.

Customer Service 119

Customer Service Customer Success Customer Service Training Measurement 119

Kitewheel

JANUARY 4, 2019

We’ve seen a massive transformation in our business, particularly with how we support our customers. This transformation has given us a clearer picture of the path customer journeys will take in 2019 and how we can best support the changing landscape. 2018 was a fascinating year for customer journeys all around the world.

Customer Journeys 45

Customer Journeys Analytics Trends Customers 45

CX Journey

JUNE 25, 2019

This post originally appeared on Paul's site on March 9, 2019. Continuing with this series has been driven by the feedback I have heard from a variety of data and analytics leaders. Firstly, common practices, that I’ve observed in analytics teams implementing this approach. Find the first post in the series here.

Analytics 134

Analytics Tips Culture System 134

ShepHyken

SEPTEMBER 23, 2019

Each week I read a number of customer service and customer experience articles from various resources. How To Tell If A Customer Service Agent Will Help You by Christopher Elliott. Forbes) When you’re on the line with someone like Valerie Zhou, there’s no question this customer service agent will help you.

Customer Journeys 100

Customer Journeys Customer Service B2B Social Media 100

Eptica

APRIL 12, 2019

Date: Friday, April 12, 2019 Author: Pauline Ashenden - Marketing Manager Analyzing CX sentiment in 2019. Published on: April 12, 2019. From the conversations we had on the Eptica stand and presentations attended, I’d draw four key conclusions on the state of UK customer service.

Conference 76

Conference Self Service Fashion Ecommerce 76

TechSee

DECEMBER 31, 2019

Companies now know that customer experience is the key competitive differentiator. Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. As 2019 comes to a close, they must better prepare for the new decade and beyond.

Trends 136

Trends Customer Service Self Service Contact Center 136

Alliance by IFS

JULY 26, 2019

Astea’s North America team is proud to sponsor and participate in WBR’s Field Service Amelia Island 2019 on August 19-21 in Amelia Island, FL. By leveraging IoT and customer data, organizations are able to predict and prevent issues from arising. The post Meet Astea at Field Service Amelia Island 2019 appeared first on Astea.

Meeting 83

Meeting Conference Software Analytics 83

Alliance by IFS

JULY 11, 2019

Focusing on the customer. There’s even a whole host of sayings about it, like “the customer comes first” or “the customer is always right”. But interestingly, when it comes to field service, a customer-centric focus hasn’t always been the way things are done. It sounds like a pretty straightforward concept.

Customer Satisfaction 88

Customer Satisfaction Customer Centricity Video Trends 88

NetBase

JULY 25, 2019

Our 2019 Global Social Media Market Survey Report presents findings from a global survey of more than 1,700 senior marketers around the world. We perform yearly surveys to capture comprehensive insights around how master marketers are using social media analytics to grow their businesses. manage their customer care.

Social Media 65

Social Media Report Survey Marketing 65

Alliance by IFS

AUGUST 16, 2019

Amelia Island, FL (August 16, 2019) — Astea International Inc., By seamlessly leveraging IoT through Astea’s comprehensive FSM platform, service organizations can simplify asset maintenance and improve equipment uptime by spotting trends and taking proactive action, all of which leads to higher customer satisfaction.

Software 77

Software Conference Customer Satisfaction Connections 77

Oracle

DECEMBER 12, 2019

The business world’s relentless focus on customer experience (CX) continued around the globe in 2019, and CX experts and business leaders captured their experiences in thought-provoking customer experience quotes. “Customer experience and employee experience are now two of the driving forces of business.

Customer Experience 58

Customer Experience Competitive Advantage Customer Care Customer Journeys 58

Gainsight

MAY 23, 2019

In addition to the exciting announcement of the Gainsight Customer Cloud at Pulse 2019 and new offerings that include Gainsight CDP, CX and RO, our product leaders also shared an incredible list of innovations to our existing products. Mobile Analytics & Engagement. When it rains, it pours—products and features, that is!

Effort Score 75

Effort Score Analytics Report Data 75

Lithium

DECEMBER 28, 2020

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Khoros customers are more empowered than ever — and more is on the way. Deep messaging analytics.

Omni-Channel 52

Omni-Channel Engagement Social Media Roadmap 52

NetBase

DECEMBER 3, 2019

. Customer experience (CX) stories are everything – and social analytics gives brands access to all of it. Why are very obvious customer needs and wants left unmet in many categories? The 2019 Consumer Experience Analytics Report: EMEA has answers! CX analytics stories are apparently the best kept secret online.

Report 52

Report Analytics Entertainment Survey 52

CSM Magazine

DECEMBER 18, 2018

As the year draws to an end, Philip Say, VP of Innovation Product Management at Sutherland Labs makes his CX predictions for 2019. Contextual awareness will redefine the customer experience. Chatbot and customer experience (CX) developers will face daunting design challenges.

Customer Experience 79

Customer Experience Chatbots Hospitality Hotels 79