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

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

Beyond Philosophy

DECEMBER 27, 2019

The Biggest Thing We Learned in 2019. If there is one thing we have learned in 2019, it is that customers give us a lot to think about regarding their behavior. How they behave and why are fascinating topics and one that has much influence on our Customer Experience outcomes.

Loyalty 131

Loyalty Customer Retention Consulting Connections 131

Customer Bliss

JANUARY 17, 2019

In today’s episode, I chat with CCO Lisa Henken Ramirez, about implementing customer experience Netspend , a young, a finance-related company. As the banking industry continues to focus more on customer experience and innovation, I think this is a good conversation to have at the beginning of 2019.

Connections 190

Connections Company How To Chief Customer Officer 190

Hallmark Business Connections

MAY 27, 2021

We truly value our customers. “In 2019, for example, the Forrester CX Index revealed that a majority of companies were stuck, failing to improve their CX scores in any meaningful way. ” Why Your Company is Still Getting CX Wrong (And How to Turn It Around) – Customer Think, May 2021. Damasio 1994, LeDoux, 1988.

Video 92

Video Connections Customer Care Employee Engagement 92

BlueOcean

NOVEMBER 25, 2019

As the holiday season unfolds, we wanted to share the amazing words of gratitude that flow every day from our clients’ customers to our agents. Below you’ll find the best customer service kudos of 2019 (so far!) with quotes directly from the mouths of customers we interact with. MVP Customer Kudos. Maybe all-time.

Examples 156

Examples Customer Service e-support Ecommerce 156

Experience Investigators by 360Connext

NOVEMBER 16, 2018

We’re all making predictions and tracking trends in customer experience. What will happen in 2019? One thing we predict will not change for a long time is the need to reduce customer effort. Reducing efforts will only begin when organizations understand customer journeys and personas.”. Which trends will matter?

Customer Journeys 110

Customer Journeys Wait Times Contact Center Trends 110

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

Oracle

APRIL 1, 2019

Today, the omnichannel customer experience (CX) is quickly evolving into the core brand CX. Brands designing and delivering their omnichannel customer experience have more opportunities to get their CX right. In 2019, there’s a fundamental shift in the way brands think about omnichannel, as every part of the CX becomes crucial.

Omni-Channel 108

Omni-Channel Customer Experience Touchpoint B2C 108

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. This session addresses the voice-first experience including adoption and crossover strategies in smart home and connected entertainment. Connecting Objects, Homes and Cities. Wednesday, January 9.

Innovation 174

Innovation Entertainment Knowledge Base Technology 174

Connective DX

JANUARY 31, 2020

January 31, 2020 – Boston, MA – Connective DX , a PK Company , and Sitecore Certified Platinum Partner, is excited to announce that two of its team members, Madhu Anbalagan and Jeff Cram, have been named Sitecore Most Valuable Professionals for 2020. Madhu has served as a Senior Software Engineer at Connective DX since 2018.

Connections 80

Connections Conference Healthcare Groups 80

CloudCherry

SEPTEMBER 6, 2018

Predictive analytics is a branch of business intelligence that takes customer data and behaviors from within your application, analyzes them, and produces predictions on future paths your customers might take or emotions they might feel towards your brand. No more guessing about what customers truly want. Customer Sentiment.

Analytics 221

Analytics Analysis NPS Financial 221

AWS Machine Learning

MARCH 31, 2023

Government departments and businesses operate contact centers to connect with their communities, enabling citizens and customers to call to make appointments, request services, and sometimes just ask a question. In addition, there was an over-reliance on the callback feature, resulting in a below par customer experience.

Self Service 77

Self Service Virtual Agent Connections Contact Center 77

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. It has been an exciting year, with much growth and development not only for Kustomer, but for the customer service space as a whole. Here are some of the most memorable highlights: Top Customer Service Trends of 2019.

e-support 93

e-support Omni-Channel Case Study Comparison 93

Comm100

JUNE 15, 2022

Digital customer engagement is always evolving. 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. Provide cost-effective 24/7 support to improve customer engagement.

Chatbots 198

Chatbots Industry Customer Service Wait Times 198

CSM Magazine

NOVEMBER 19, 2018

Sabio’s Chief Innovation Officer, Stuart Dorman highlights what he sees as the 10 key CX technology trends that will shape successful customer experiences during 2019 and beyond. 10 Key CX Technology Trends for 2019. 10 Key CX Technology Trends for 2019.

Trends 88

Trends Customer Experience Social Media Self Service 88

Oracle

SEPTEMBER 4, 2019

If there’s one thing that’s true about customer experience (CX), it’s that it is ever-changing. Here we take a look at how executives, like Oracle’s CEO Mark Hurd, as well as industry analysts and research firms view modern changes in customer experience and how organizations can keep up.

Connections 71

Connections Customer Experience B2C B2B 71

ShepHyken

AUGUST 26, 2019

Each week I read a number of customer service and customer experience articles from various resources. 37 Customer Experience Statistics You Need to Know for 2019 by Toma Kulbyt?. Super Office) Customer experience has fast become a top priority for businesses and 2019 will be no different.

Customer Service 105

Customer Service Advertising Strategy Customer Service Training 105

AWS Machine Learning

APRIL 9, 2024

With Knowledge Bases for Amazon Bedrock , you can securely connect foundation models (FMs) in Amazon Bedrock to your company data for Retrieval Augmented Generation (RAG). This allows you to customize the amount of background information provided for generation, thereby giving more context for complex questions or less for simpler questions.

Knowledge Base 116

Knowledge Base Financial Examples Comparison 116

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

Calabrio

AUGUST 7, 2019

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. ICCU takes a fresh, unique approach to customer service, and it shows. These efforts pay off. We’re thrilled to be a part of it.

Contact Center 189

Contact Center Net Promoter Score Effort Score Gamification 189

Oracle

FEBRUARY 5, 2019

Customer experience (CX) is having a moment. More attention and more resources are flowing as organizations realize that CX just may be the centerpiece of their master plan for customer acquisition AND customer retention (not to mention employee satisfaction). What CX Leaders LOVE in 2019. Don’t miss it!

Customer Experience 92

Customer Experience Leadership Customer Journeys Customers 92

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

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? We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do).

Customer Success 73

Customer Success Self Service Chief Customer Officer Trends 73

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

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

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. Who’s there?

Self Service 95

Self Service Innovation Telecommunications Consumers 95

ShepHyken

MAY 12, 2019

Each week I read a number of customer service and customer experience articles from various resources. LinkedIn) When it comes to the strategic decisions that will help you thrive as a company, a positive experience is not the only factor that will make customers choose you, or stay with you. ” Okay, I’m intrigued!

Chatbots 91

Chatbots Loyalty Programs Customer Service Return on Investment 91

ShepHyken

AUGUST 12, 2019

Each week I read a number of customer service and customer experience articles from various resources. Everyone Hates Customer Service. Does everyone hate customer service? So, let’s find out why “everyone” hates customer service. The Magic That Makes Customer Experiences Stick by Stefan Thomake.

Customer Service 95

Customer Service ROI Customer Service Training CRM 95

ChurnZero

MAY 10, 2019

Top 10 Customer Success Takeaways from TSW 2019. This event brought together thousands of technology leaders from Customer Success, Services, Sales, Product and Marketing. What was particularly great to see was the amount of Customer Success content that was structured into the programming. Karen (@PVSKC) May 7, 2019.

Customer Success 74

Customer Success Technology Conference Competitive Advantage 74

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 98

Customer Journeys Customer Service B2B Social Media 98

NetBase

APRIL 2, 2019

Our 2019 Social Analytics and Artificial Intelligence Report deconstructs the struggle and offers insight to help! Identifying topics, trends, influencers your brand needs to connect with, along with tracking campaigns, trends and competitive intelligence available, requires a sophisticated tool. Let’s take a peek.

Analytics 90

Analytics Report Social Media Consumers 90

Bold360

DECEMBER 19, 2018

2018 was the year that AI moved from an experiment for many companies to a critical way that companies engage with employees and customers alike. 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 that consumers stop compromising.

Chatbots 78

Chatbots Consumers Employee Experience Technology 78

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.

Roadmap 92

Roadmap System Travel Management 92

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

Oracle

JULY 1, 2019

New standards are set for customer expectations due to instant experiences. In a new video with a strong message, Jay Baer, customer experience expert and founder of Convince & Convert, explains that to keep up with these new standards, companies must be truly connected internally. Check it out at oracle.com/ConnectCX.

Connections 50

Connections Customer Experience Case Study Comparison 50