Wired and Dangerous

DECEMBER 23, 2019

As 2019 draws to a close it is a time to reflect on all of the good that came from the past year and to express our sincere gratitude to all of those who helped make the year the very best it could be. These are arguably the two most powerful words in the English language. Customers love to hear and feel a sincere “thank you”.

Fashion 91

Fashion Communication Customers Customer relationships 91

Ecrion

SEPTEMBER 17, 2019

If you don’t prioritize better customer communications and service, you might find out the answers to these questions, since nearly 60% of consumers won’t ever do business with a company again after just one negative experience. Focus on Omnichannel Communication. Read on to find out.

Communication 57

Communication Customer Journeys Omni-Channel Social Media 57

Topdown

NOVEMBER 19, 2018

As 2018 comes to a close, the customer communications industry finds itself in the midst of a major transformation. Here are the technological and ideological changes poised to move the CCM industry in 2019. Here are the technological and ideological changes poised to move the CCM industry in 2019.

Communication 48

Communication Trends Management Innovation 48

TechSee

DECEMBER 11, 2018

2019 will be a critical year for call center customer experience strategy: either they will finally move the needle or risk elimination. To deliver value in 2019, call center leaders must select a CX initiative that can immediately demonstrate ROI. The post How to improve you call center customer experience strategy for 2019?

Call Center 182

Call Center Omni-Channel Self Service Strategy 182

BlueOcean

NOVEMBER 25, 2019

Below you’ll find the best customer service kudos of 2019 (so far!) We can only guess at what our agent William did to deserve such glowing (and hilarious) praise, but we’re sure his creative communication, speedy problem-solving, and on-point empathy did the trick. with quotes directly from the mouths of customers we interact with.

Examples 156

Examples Customer Service e-support Ecommerce 156

NICE inContact

OCTOBER 18, 2019

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Not only that, but we’re a first-time Visionary in the 2019 Magic Quadrant for Contact Center as a Service, Western Europe—recognized with the furthest position in the Completeness of Vision dimension.

Contact Center 120

Contact Center Self Service Omni-Channel Call Center 120

Kustomer

DECEMBER 20, 2019

The final days of 2019 are drawing to a close, and that means it’s time for Kustomer’s year-end wrap up. Here are some of the most memorable highlights: Top Customer Service Trends of 2019. Achieving true omnichannel support was a focus of many organizations in 2019. Kustomer 2019 Developments. The Rise of AI and ML.

e-support 93

e-support Omni-Channel Case Study Comparison 93

Experience Investigators by 360Connext

NOVEMBER 16, 2018

What will happen in 2019? CCW’s latest report, 2019 Trends , highlighted many great trends, but one of them really caught my eye: “Reducing customer effort is the #1 CX Priority in 2018, and organizations believe customer feedback, agent training and digital engagement are the keys to achieving that objective. Which will fade away?

Customer Journeys 110

Customer Journeys Wait Times Contact Center Trends 110

TechSee

JANUARY 2, 2019

If you’re in the Smart Home or Smart City business, CES 2019 is a must visit. CES 2019 Smart Home Sessions Not to be Missed. Ramon Kolb, Head of Strategy and Business Development, Smart Home and Dragon TV, Nuance Communications, Inc. Smart Home Startups to See at CES 2019. Executive One-on-One with Whirlpool & CTA.

Innovation 174

Innovation Entertainment Knowledge Base Technology 174

Customer Bliss

SEPTEMBER 19, 2019

The coaching model is an effective and simple tool that laid the groundwork for improved inter-department and patient communication. The CX coaching model at @HopkinsMedicine is an effective and simple tool to lay the groundwork of inter-department and patient communication. #CX It took about a year for the model to come together.

Communication 135

Communication Hospitality Healthcare Customer Journeys 135

Comm100

FEBRUARY 21, 2019

With the ability to provide always-on, real-time, personalized communication, live chat is a key tool to help get you there. Free Download: Live Chat Benchmark Report 2019. We’ve summarized the key points of the report here, focusing not only on trends for 2018 but also on what we think will happen with live chat in 2019.

Report 118

Report Data Wait Times Effort Score 118

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. So, if you’re just thinking of starting 2019 by applying a customer experience strategy to your business – here are some key trends you might want to keep an eye out for to help you get started.

Trends 120

Trends Customer Experience Ecommerce Analytics 120

Alliance by IFS

DECEMBER 10, 2019

Amsterdam, The Netherlands (December 10, 2019) — Astea International Inc., a leading global provider of field service management and mobility solutions , announced today its sponsorship of Field Service Europe 2019. © 2019 Astea International Inc. About Astea International. www.astea.com. www.astea.com. Service Smart.

Retail 94

Retail Customer Centricity Government Conference 94

Alliance by IFS

MARCH 26, 2019

HORSHAM, PA (March 27, 2019) — Astea International Inc., a leading global provider of field service management and mobility solutions , today announced that they will be presenting at the 4th Annual Field Service Summit UK 2019 conference on Wednesday, April 3, 2019 in Coventry, UK. © 2019 Astea International Inc.

Conference 92

Conference Customer Satisfaction Management Communication 92

Comm100

AUGUST 16, 2019

I’m not alone – YouMail’s Robocall Index found that in July 2019, Americans received a huge 4.7 Mobile phones were intended to allow us to communicate in better and easier ways. So what does this mean for businesses who use the phone as a primary customer communication channel? The shift to digital.

Communication 101

Communication Social Media Knowledge Base Contact Center 101

Optimove

FEBRUARY 13, 2020

More clients than ever, more communications than ever, more data points than ever (and more competition, too). So now, without further ado, we present you with the 2019 Optimove Year in Review. In 2019, we have seen another increase in various key performance indicators. A Breakdown of Communication Channels.

CRM 52

CRM Comparison Communication Groups 52

Russel Lolacher

JUNE 5, 2022

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. The types of communication platforms organizations can use. How knowledge transfer and culture can benefit from communication technology. PLAY AND SUBSCRIBE.

Communication 93

Communication Technology Employee Engagement Culture 93

Comm100

FEBRUARY 21, 2019

With the ability to provide always-on, real-time, personalized communication, live chat is a key tool to help get you there. Free Download: Live Chat Benchmark Report 2019. We’ve summarized the key points of the report here, focusing not only on trends for 2018 but also on what we think will happen with live chat in 2019.

Report 100

Report Data Wait Times Effort Score 100

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. Author: Pauline Ashenden - Marketing Manager As the end of the year approaches, now is the perfect time to evaluate how the customer service sector has performed in 2019.

Self Service 75

Self Service Customer Service Social Media NPS 75

Quadient

MAY 20, 2022

Is it time to Evolve Your Communications to the Cloud? Quadient’s vision for the future of communications is about simplicity. As customer expectations and the demand for personal, secure, in-the-moment communications rise, a new standard has been set for all organizations. Individual events often demand immediate communication.

Communication 52

Communication Guidelines Roadmap Healthcare 52

Ecrion

JANUARY 28, 2020

The future of customer communication could mean the future of your business. The way you communicate your customers has a direct impact on their experience and behavior. If you want to remain competitive, you need to keep up with the latest trends in communication and build lasting connections with your clientele.

Communication 71

Communication Trends Self Service Chatbots 71

Alliance by IFS

AUGUST 16, 2019

Amelia Island, FL (August 16, 2019) — Astea International Inc., One of the key themes of Field Service Amelia Island 2019 is exploring how service organizations can provide better service and business outcomes by leveraging IoT data ,” said Emily Hackman, Executive Director of Global Marketing at Astea International. www.astea.com.

Software 77

Software Conference Customer Satisfaction Connections 77

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. Today’s FSOs have diverse and dispersed workforces and the need for seamless data transmittal and communication is crucial.

Exceptional Customer Service 86

Exceptional Customer Service Technology Connections Analytics 86

Oracle

APRIL 1, 2019

In 2019, there’s a fundamental shift in the way brands think about omnichannel, as every part of the CX becomes crucial. The post 4 Ways Omnichannel Customer Experience Will Change in 2019 appeared first on SmarterCX. Here’s how the view of omnichannel is evolving in the year ahead.

Omni-Channel 108

Omni-Channel Customer Experience Touchpoint B2C 108

Bold360

DECEMBER 19, 2018

So what can we expect for 2019? Here are my thoughts: 2019 and the rise of the AI-enabled personal assistant. 2019 will be the year we see AI move from a position of augmenting an experience to becoming a full-fledged assistant. 2019 will be the year that consumers stop compromising. appeared first on Bold360 Blog.

Chatbots 78

Chatbots Consumers Employee Experience Technology 78

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? Listed below are the 2019 Markie Finalists.

Omni-Channel 75

Omni-Channel Meeting Conference ROI 75

Alliance by IFS

APRIL 16, 2019

HORSHAM, PA (April 16, 2019) — Astea International Inc., a leading global provider of field service management and mobility solutions , announced today the launch of Alliance Enterprise™ Spring 2019 release, the newest version of its award-winning Alliance field service management and mobility platform. About Astea International.

Roadmap 92

Roadmap System Travel Management 92

Wired and Dangerous

DECEMBER 17, 2018

Delivering great service means making sure that your entire organization communicates gratitude in a fashion that makes customers feel your authenticity. What are you doing to deliver an authentic communication of gratitude to your customers, your family, your friends and everyone else who helped you make 2018 the best year ever?

Fashion 87

Fashion Communication Customers Customer relationships 87

Alliance by IFS

MARCH 28, 2019

We partnered with Aberdeen to bring you the State of Service 2019 on-demand webinar outlining the top challenges faced by today’s best-in-class service firms and what technologies and strategies they are using to overcome them. The post [VIDEOS] Aberdeen State of Service 2019 appeared first on Astea. Interested in learning more?

Video 90

Video Customer Satisfaction Customer Centricity Knowledge Base 90

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

ChurnZero

NOVEMBER 27, 2019

Top Five Customer SuccessCon Berkeley 2019 Takeaways. Last week ChurnZero sponsored Customer SuccessCon 2019 in Berkley, CA. Wednesday, December 4, 2019 2:00 – 3:00 PM EST. Are you finalizing your new year strategy as you lead Customer Success at your organization?

e-support 75

e-support Chief Customer Officer Metrics Customer Success 75

TechSee

FEBRUARY 19, 2019

As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. MWC Barcelona 2019 Self-Service Sessions not to be missed. Currently in beta, it’s set to be a real highlight of MWC Barcelona 2019. Digital Transformation: Reinventing your Customer Relationships. In a nutshell. What’s on the agenda?

Self Service 95

Self Service Innovation Telecommunications Consumers 95

InMoment XI

SEPTEMBER 28, 2022

In 2019, I published a college textbook, “Business Creativity and Innovation: Perspectives and Best Practices”, which is now being used at several universities including in my classes as an adjunct professor at the University of North Florida. This is a belief I’m incredibly passionate about.

Customer Journeys 558

Customer Journeys Customer Experience Exercises Consulting 558