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. Self-service: Self-service is slowly emerging as the holy grail of modern CX.

Call Center 182

Call Center Omni-Channel Self Service Strategy 182

Bold360

APRIL 15, 2021

Branches will be open for business again, but the initial months of the pandemic served as a wake-up call about the need for FSIs to have digital-first customer engagement capabilities. Even before the pandemic, customers preferred the convenience of digital-first service provision. Give customers (self-service) options.

Self Service 52

Self Service Customer Engagement Engagement Knowledge Base 52

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.

Customer Journeys 178

Customer Journeys B2C Touchpoint B2B 178

eGain Blogs

MAY 8, 2020

Customer service is no exception to this new reality. The answer to the soaring consumer demand for digital service and the business need to do more with less lies in digital customer engagement. No wonder blue-chip clients have been trusting eGain to help them deliver digital engagement at scale. Here are some examples.

Customer Engagement 52

Customer Engagement Self Service Engagement Net Promoter Score 52

eGain Blogs

MAY 8, 2020

Customer service is no exception to this new reality. The answer to the soaring consumer demand for digital service and the business need to do more with less lies in digital customer engagement. No wonder blue-chip clients have been trusting eGain to help them deliver digital engagement at scale. Here are some examples.

Customer Engagement 52

Customer Engagement Self Service Engagement Net Promoter Score 52

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

Conversocial

JUNE 18, 2021

Since the mid 1990s the total number of brick and mortar branches in the UK has fallen by 28% and it’s a similar story in the US, with 12,000 closing between 2010 - 2019. Modern banking is a very different beast to what was the norm 15-20 years ago.

Financial 98

Financial Banking Customer Engagement Engagement 98

Bold360

NOVEMBER 1, 2019

A big part of customer experience is how you engage with them. Did you know that experts in customer engagement are: 30% more likely to report double-digit growth. Source: Forrester, Build Competitive Advantage Through Customer Engagement and AI, Feb 2019. Speak your customers’ language.

Customer Engagement 40

Customer Engagement Omni-Channel Engagement Self Service 40

Kustomer

DECEMBER 10, 2019

When devastating things occur, like the recent uptick in high-profile data breaches, it puts a strain on the loyalty of customers. The 13 largest data breaches of 2019, according to CRN , include large institutions in the educational and healthcare sectors in addition to retailers. Loyalty is hard to gain, but trust is easy to lose.

Loyalty 52

Loyalty Customer Engagement Engagement Retail 52

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. Smart Home Startups to See at CES 2019. CES 2019 promises to be inspirational, educational, and a means to build resilience for the future. Executive One-on-One with Whirlpool & CTA.

Innovation 174

Innovation Entertainment Knowledge Base Technology 174

Ecrion

NOVEMBER 19, 2019

There are over 7000 Customer Engagement Manager jobs in the US alone posted on LinkedIn at the time of this writing and that should come as no surprise: customer engagement is a really hot topic these days! Take the first steps by learning the what, why and how of the job: What does a Customer Engagement Manager do?

Customer Engagement 40

Customer Engagement Engagement Management Measurement 40

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

Lithium

DECEMBER 28, 2020

“It’s no secret that Khoros Engage is not just a conference,” said Spike Jones, Senior Vice President of Strategic Services at Khoros in his opening remarks. But the truth is, Khoros Engage truly is “a family reunion.” Everyone came to discuss the state of the union for digital customer experience today.

Engagement 52

Engagement Social Media ROI Multi-Channel 52

Experience Investigators by 360Connext

FEBRUARY 25, 2020

Today, it’s widely considered part of “CX Canon,” named one of the best 100 business books of all time by Porchlight (formerly 800-CEO-Read), and an updated version was released in late 2019 including a new preface by the authors. They need to act in a way that engages the audience. Dramatic Experiences.

Engagement 162

Engagement Customer Experience Entertainment Hospitality 162

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. How to build and maintain a workforce to effectively address customer needs. Interested in learning more?

Video 90

Video Customer Satisfaction Customer Centricity Knowledge Base 90

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.

Trends 88

Trends Customer Experience Social Media Self Service 88

Kustomer

MAY 19, 2019

In the B2C landscape, companies have several customer service and support vendors to choose from and selecting the right one means everything when their objective is to retain customers and grow the business.

CEM 40

CEM Engagement Customer Engagement B2C 40

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 197

Chatbots Industry Customer Service Wait Times 197

Calabrio

MAY 10, 2019

I’m excited to share that Calabrio is sponsoring the Gartner Customer Experience & Technologies Summit 2019 on 22-23 May in London. No CX strategy or tech investment will be successful without a talented and engaged team. So, how can how you can shape CX for improved outcomes at your organisation?

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

Lithium

SEPTEMBER 13, 2019

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? General Motor’s Global Head of Customer Engagement Rebecca L. Harris, PH. Concluding thoughts.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40

Lithium

SEPTEMBER 13, 2019

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? General Motor’s Global Head of Customer Engagement Rebecca L. Harris, PH. Concluding thoughts.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40

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

Lithium

SEPTEMBER 6, 2019

Customer engagement often feels overwhelming. Customer engagement teams are awash with people, content, and competing objectives. The Community Roundtable’s State of Community Management 2019 found that 70% of programs do not even have an approved roadmap and 76% cannot measure their strategy.

Customer Engagement 40

Customer Engagement Engagement Roadmap Connections 40

Lithium

SEPTEMBER 6, 2019

Customer engagement often feels overwhelming. Customer engagement teams are awash with people, content, and competing objectives. The Community Roundtable’s State of Community Management 2019 found that 70% of programs do not even have an approved roadmap and 76% cannot measure their strategy.

Customer Engagement 40

Customer Engagement Engagement Roadmap Connections 40

Lithium

SEPTEMBER 6, 2019

Customer engagement often feels overwhelming. Customer engagement teams are awash with people, content, and competing objectives. The Community Roundtable’s State of Community Management 2019 found that 70% of programs do not even have an approved roadmap and 76% cannot measure their strategy.

Customer Engagement 40

Customer Engagement Engagement Roadmap Connections 40

Lithium

SEPTEMBER 6, 2019

Customer engagement often feels overwhelming. Customer engagement teams are awash with people, content, and competing objectives. The Community Roundtable’s State of Community Management 2019 found that 70% of programs do not even have an approved roadmap and 76% cannot measure their strategy.

Customer Engagement 40

Customer Engagement Engagement Roadmap Connections 40

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! The post Which are the trends in analytics for 2019? appeared first on Customer Engagement Optimization - InnerTrends Blog. Stay tuned! You can subscribe here.

Analytics 67

Analytics Trends Customer Engagement Engagement 67

ERDM

JUNE 10, 2019

We were honored to learn that our article was selected as a winner in the 2019 Customer Experience Update MVP Awards, in the Vision and Strategy category! But there's a catch — marketers must use that information to gain a deeper level of understanding of customer's needs!

Measurement 40

Measurement Customer Engagement Engagement Data 40

Lumoa

SEPTEMBER 30, 2022

According to PwC’s data, direct or digital banks now hold 20% of the market share, doubling since 2019. Adapting Customer Service in Real-Time. Four out of five industry leaders believe that non-traditional providers are a legitimate threat to conventional banks, a huge spike compared to the 55% registered in 2019. .

Banking 236

Banking Customer Experience Self Service Financial 236

ShepHyken

MAY 27, 2019

As customers use their smartphones for more and more business, it is incumbent to give customers confidence that they are dealing with safe and secure companies. Ten Best Practices for Boosting Employee Engagement by CXAPP. CXAPP) Building Engagement is About Fostering More Productive, Loyal and Happy Employees.

Customer Journeys 104

Customer Journeys Customer Service Employee Engagement Exercises 104

Lumoa

APRIL 4, 2023

ERPs help you find and access customer information efficiently, so you’re able to use profiles to their full potential. It’s no surprise, then, that the ERP software market grew by nearly 10% in 2019 as more people realized how helpful this type of tool can be. By analyzing their profiles, you can do just that.

Analysis 208

Analysis Customer Retention Customer Journeys Customers 208

CSM Magazine

FEBRUARY 8, 2022

Event-led Engagement Platform, Airmeet , raises $35M USD Series B from Prosus Ventures, Sistema, Sequoia Capital India, RingCentral Ventures, and others. Event-led engagement platform Airmeet , today announced that it has raised $35M USD in Series B funding. The working style has dramatically shifted to online over regions.

Engagement 52

Engagement Conference Multi-Channel Touchpoint 52

Alliance by IFS

AUGUST 14, 2019

IFS World Conference 2019 will take place October 7 – 10, 2019 in Boston, MA, and it continues where we. The post 5 reasons to attend IFS World Conference 2019 appeared first on IFS Blog.

Conference 65

Conference Customer Centricity Customer Engagement Engagement 65

ShepHyken

MAY 6, 2019

An app can enhance customer engagement customers, create a personalized experience and influence loyalty. How Customer Service Needs to Evolve in the Subscription Economy by Wendy Shlensky. CustomerThink) Customer service is a true differentiator in today’s ever-growing subscription economy.

Customer Service 114

Customer Service Loyalty Customer Centricity Customer Service Training 114

Lithium

SEPTEMBER 12, 2019

“It’s no secret that Khoros Engage is not just a conference,” said Spike Jones, Senior Vice President of Strategic Services at Khoros in his opening remarks. But the truth is, Khoros Engage truly is “a family reunion.” Everyone came to discuss the state of the union for digital customer experience today.

Engagement 40

Engagement Social Media ROI Multi-Channel 40

Lithium

SEPTEMBER 12, 2019

“It’s no secret that Khoros Engage is not just a conference,” said Spike Jones, Senior Vice President of Strategic Services at Khoros in his opening remarks. But the truth is, Khoros Engage truly is “a family reunion.” Everyone came to discuss the state of the union for digital customer experience today.

Engagement 40

Engagement Social Media ROI Multi-Channel 40