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

North Highland

APRIL 2, 2019

A few weeks ago, I joined fellow industry leaders at the Healthcare IT Connect Summit in Baltimore for a compelling dialogue around the future of health IT. So, it was great to hear that Julie Boughn, Director, Data and Systems Group at CMS declared 2019 as the “Year of Data Quality.”

Healthcare 60

Healthcare Connections Data Policies 60

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

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

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

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

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

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

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. There will be more ways for customers to connect to the company, but so what? Customers don’t care about terminology; all they care about is being able to connect with the brand however they want to.”

Omni-Channel 108

Omni-Channel Customer Experience Touchpoint B2C 108

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

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

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. Connect with Brandon on his platforms: Website. The types of communication platforms organizations can use. The dark side of always being connected.

Communication 93

Communication Technology Employee Engagement Culture 93

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

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

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

Alliance by IFS

APRIL 22, 2019

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

Software 77

Software Management Roadmap Conference 77

Comm100

JUNE 15, 2022

Just as live chat was a technological leap over telephone communication and is proving to be the most essential of all channels, chatbots are the latest technological milestone in customer support. In 2019 however, they launched a new customer-facing product, which meant a huge increase in their customer base. Canadian Blood Services.

Chatbots 198

Chatbots Industry Customer Service Wait Times 198

Experience Investigators by 360Connext

OCTOBER 17, 2018

Engagement means connecting their daily duties with the bigger vision, every day. Engaging customers means connecting with them emotionally. Every touchpoint, every service response, every communication, must be representative of an amazing experience. Leaders must engage employees to deliver a great experience.

Leadership 283

Leadership Culture Customer Centricity Report 283

Quadient

JANUARY 9, 2019

We are living in a rapidly evolving world, where all customers are exceedingly connected, and technology is highly digital. Customers are educated, bombarded with communications and spoilt for choice.

Communication 40

Communication Technology Trends Connections 40

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

Customer Success 73

Customer Success Self Service Chief Customer Officer Trends 73

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? Storytelling is a very powerful way to connect with customers.

Customer Experience 71

Customer Experience Conference Chatbots Analytics 71

ShepHyken

FEBRUARY 25, 2019

Every interaction is a chance for your employees to communicate the experience that your brand provides. Brand Keys 2019 Customer Loyalty Engagement Index: Verified Trust = Brand Success by Robert Passikoff. The post 5 Top Customer Service Articles for the Week of February 25, 2019 appeared first on Shep Hyken.

Customer Service 87

Customer Service Guest Experience B2B B2C 87

ShepHyken

MARCH 18, 2019

My Comment: The technical term “omnichannel” is really about a customer being able to connect with a company through any means they desire; phone, social media, messaging, etc. CX in 2019: Top Customer Experience Trends to Keep on Your Radar by Gavin James. This article shares wisdom on the importance of an omnichannel strategy.

Net Promoter Score 86

Net Promoter Score Customer Service Omni-Channel Customer Centricity 86

ChurnZero

DECEMBER 27, 2019

For starters, Google released their Year in Search 2019 findings with our favorite fictional babies, Baby Yoda and Baby Shark, topping the “Babies” search categor y, ahead of the real-life Royal Baby who took the numb er three spot. That’s 2019 for you. . Top 10 Blog Posts from 2019 .

e-support 64

e-support eBook Chief Customer Officer B2B 64

Oracle

AUGUST 7, 2019

As part of our Burning Questions series , SmarterCX sat down with some of the top CX minds at Oracle’s ModernCX 2019 to discuss what CX strategies companies are moving away from, and what they think will be the focus moving forward. Email was the only communication channel, but today it’s really multichannel.

Video 64

Video Strategy Data Marketing 64

ProProfs Chat

JANUARY 10, 2019

Here’s a list of top nine customer service trends you need to watch out this 2019: #1: Self-service – The New Mantra! But is that all you aim to offer in 2019 too? Further, adopting this approach helps customers to connect with your brand easily. #6: But worry not, we’ve got you covered.

Trends 77

Trends Self Service Customer Service Omni-Channel 77

Beyond Philosophy

JANUARY 28, 2019

When you digitize these experiences, eliminate human contact, and improve cost efficiencies, you can destroy the emotional connection people have with your brand. Facial recognition technology picks up on the signals a person’s face communicates, which may or may not match what they say on the survey.

ROI 139

ROI Net Promoter Score Effort Score Groups 139

Experience Investigators by 360Connext

OCTOBER 17, 2018

Engagement means connecting their daily duties with the bigger vision, every day. Engaging customers means connecting with them emotionally. Every touchpoint, every service response, every communication, must be representative of an amazing experience. Leaders must engage employees to deliver a great experience.

Leadership 227

Leadership Culture Customer Centricity Report 227

SurveySparrow

APRIL 18, 2019

Someone who can maintain proactive communication, tirelessly, 24×7. Too eager to see the top chatbots in 2019? Here in this article, find our list for the top 10 chatbots to look out for in 2019. They need you to connect the page to Manychat. This makes it easier to connect with them. Jump to the list.

Chatbots 76

Chatbots e-support Entertainment Hospitality 76

CSM Magazine

APRIL 20, 2021

Over the past year, the focus on Unified Communications has shifted from an area of increased interest to a necessity for business continuity. According to the Life and Work Beyond 2020 study , commissioned by Avaya, those who reported being happier in 2020 than in 2019 identified working from home as a key driver of that happiness.

Communication 59

Communication Video Innovation Touchpoint 59

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

Customer Success 49

Customer Success Self Service Chief Customer Officer Trends 49

Oracle

AUGUST 6, 2019

Oracle OpenWorld 2019 will take place September 16-19 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. Leveraging Connected Data Across the Marketing Lifecycle. Here are 5 of the upcoming, fascinating marketing sessions.

Marketing 47

Marketing B2C Roadmap ROI 47

Quadient

MARCH 20, 2019

In 2019, customers expect every company they do business with to act and interact like their favorite technology brands.

Communication 40

Communication Customer Expectations Technology Connections 40

NICE inContact

AUGUST 23, 2019

Gen-Z doesn’t know a world without the internet and social media; however, the best way to communicate with Gen-Z in a professional setting is through face-to-face communication ( HR Exchange Network , 2019). To cater to both generations, you need to provide up-to-date communication solutions in your contact center.

Contact Center 137

Contact Center Gamification Management Social Media 137

NICE inContact

SEPTEMBER 30, 2019

Business in 2019 looks dramatically different than it did 30 years ago. companies with employees who worked remotely—and that’s just counting part-time workers ( Remote.co, 2019 ). 68% of millennial job seekers said a work from home option would greatly influence their interest in working for a company ( Fundera, 2019 ).

Contact Center 136

Contact Center Gamification Call Center Competitive Advantage 136

NICE inContact

AUGUST 23, 2019

Gen-Z doesn’t know a world without the internet and social media; however, the best way to communicate with Gen-Z in a professional setting is through face-to-face communication ( HR Exchange Network , 2019). To cater to both generations, you need to provide up-to-date communication solutions in your contact center.

Contact Center 136

Contact Center Gamification Management Social Media 136

Oracle

AUGUST 13, 2019

Oracle OpenWorld 2019 will take place September 16-19 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. Public Sector General Session: Smart Connected Government. You can also view the full CX session catalog here.

Industry 47

Industry Self Service Government Healthcare 47