The Top 10 Sparq Enhancements of 2019


Customer Centricity Product InnovationOver the past 15+ years of working for software companies of all sizes and serving many different markets, I’ve noticed a few constants.

How Emotion-Driven Innovation Increases Customer Loyalty

Customer Bliss

Emotional understanding of customer experiences is often what leads these companies to their most innovative practices. So, practice emotion-driven innovation. Make-Mom-Proud companies strive for innovations starting with the emotions customers are having. Both the Disney Institute and Gallup Research tell us that companies who practice this kind of emotion-driven innovation earn customer advocates three times more likely to recommend.


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CES 2019 – Don’t miss the latest innovations and thinking in the Smart Home realm


If you’re in the Smart Home or Smart City business, CES 2019 is a must visit. Opening on January 8 in Las Vegas at the Sands, Level 2, Halls A-D , the CES Smart Home marketplace will feature the latest innovative tech from vendors offering everything from security monitoring to smart appliances, lighting, window coverings, irrigation, entertainment systems and more. CES 2019 Smart Home Sessions Not to be Missed. Voice-First Experience: Innovation and Disruption.

Veterans Day 2019: Customer Service and the Rules of Combat

Wired and Dangerous

We filed the clever set of rules away but have recently dusted them off for a fresh look at innovative service. Innovative service seeks the road less traveled in the pursuit of ingenious and novel. Innovative service is scrappy and provocative. Innovative service requires preparation, not serendipity. But innovative service providers know that mastering the unexpected comes through forethought and study. This week we celebrate Veterans Day.

Artificial Intelligence in Cloud-Based Solutions

Speaker: Rick Nucci, Co-Founder & CEO of Guru

Join Rick Nucci, Co-Founder and CEO of Guru, as he demystifies AI, explains how machine learning helps contact centers rather than replaces them, and demonstrates how to leverage this new technology to create innovative solutions.

2019 predictions for ambitious contact centres


Technology-Enabled Innovation. In addition to the standard set of customer engagement frameworks the industry is accustomed to choosing from, expect to see service design led innovations from disruptive vendors and ambitious in-house teams. This is how the opportunity for innovation mentioned in the previous prediction is best delivered. You can hear more from Martin on his predictions for 2019 by watching our webinar on-demand here

2019 Visionary Award Winners Exemplify Success through Customer Centricity


We at Vision Critical are proud to announce the winners of our 2019 Visionary Awards. These annual awards showcase clients that demonstrate excellence in utilizing customer insights to improve their organization’s performance in product innovation, customer experience, and marketing effectiveness. Customer Experience Customer Centricity Innovation Marketing

2019 Roundup: Top Customer-Driven Innovations from Cyara


2019 was a busy year for Cyara. We delivered a wide range of innovations to our CX Assurance Platform driven by customer needs and market trends. There were four key customer- and market-driven themes that drove my top 10 picks for the enhancements we delivered in 2019.

A Single Customer Experience Prediction for 2019


With one successful IPO, one mega acquisition and accelerating consolidation, 2019 will see the Data Management Platforms (DMPs) take over as the sources of truth in the enterprise. But in 2019 and beyond, this behavior manifests itself in larger, multi-year commitments to derive massive value from putting people, processes and tech all against a common goal – improved business outcomes based on organization-wide customer-centricity. Innovation will become repeatable.

Innovative Lessons from the Miracle Mets of 1969

InMoment XI

How the Worst Team in Baseball History Innovated to Win the World Series 50 Years Ago Innovation Requires a Continuous Team Effort To innovate successfully, you can’t just rally the troops or hastily assemble a task force when upper management suddenly identifies a need. Innovation works best when a team is in place that is.

Fireside Chat: Lessons from "The Convenience Revolution"

Speaker: Shep Hyken, Bestselling Author & Customer Experience Expert

A revolution in customer convenience is currently underway, disrupting old business models and driving rapid innovations. Customers now have raised expectations, and this trend will be accelerating in the future.

Top AI-Powered Self-Service Innovations to Watch at MWC Barcelona 2019


As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. One of the keys to innovation in this area is self-service technologies that enable customers to quickly and conveniently resolve problems on their own, especially from their mobile devices. AI-driven innovations in mobile self-service allow companies to consistently deliver high-quality service at scale and to meet customers’ increasing demands for a positive mobile experience.

Emotion Analytics is at the Heart of Customer Experience Innovation


CAGR, and the size of the global market will reach $2,420 million by 2024, up from just $140 million in 2019. The post Emotion Analytics is at the Heart of Customer Experience Innovation appeared first on TechSee. Contact Center Innovation call center innovation Customer Experience contact center innovation emotion analytics sentiment analysisIt’s no secret that emotions drive behavior. Happy people whistle. Angry drivers crash cars.

2019 Preview: 4 CX Innovations Shaping the Way We Watch Movies


The latest customer experience innovations make it easier to watch movies you want to see on the device of your choice, and 2019 promises technology and programming innovations that will deliver more powerful viewing experiences, across screens. TVs are getting new attention, and TechRadar predicts that new innovations announced at CES will drive changes in the TV-viewing experience. Market Trends 2019 Predictions Customer Experience

Leveraging the Innovation Process to Improve the Customer Experience

InMoment XI

The term “innovation” conjures up a multitude of visions. Most people associate innovation with emerging technologies such as artificial intelligence (AI) and 3D printing. But rarely is innovation. Or they think of venture funded startup firms working on hot new products, such as Grail, which seeks to develop blood tests for early detection of cancers. View Article. General

The SaaS Guide to Customer Engagement, Retention, and Advocacy

After onboarding, most SaaS customers have to find their own way to success. This ebook by Influitive is a compilation of some of the best examples of programs designed to drive customer retention and advocacy, with examples from some of the world’s largest and most innovative SaaS vendors.

Customer Experience Best Books of 2019 – 2020 Readings


Customer Experience Best Books of 2019 -2020 Yearly List. The post Customer Experience Best Books of 2019 – 2020 Readings appeared first on Eglobalis.

CX SF 2019: The Way To Innovate

Forrester's Customer Insights

Companies commonly ask me these innovation questions: What emerging technology should I invest in this year? How do we manage innovation when we’re busy with incremental improvements? What this shows is that many companies know that innovation is important — and they’re right. Innovation is crucial […]. We’re piloting [new technology] — where do we start?

The Best Ways To Improve Innovation With Better Ideation & Insights


One of the most frequent questions I get asked by my clients is how they can improve their innovation. . They then ask me if I can help them to improve their innovations and identify why this happened. Of course, I do help them, but I also suggest that next time it would be better if they called me before they started innovating! In a failure situation, it is almost always due to an outdated innovation process in which the customer has not been involved.

Forum 2019 | Innovate with purpose


In today’s dynamic marketplace, innovation is paramount to your brand’s success. One can’t simply run on autopilot and believe what works today will hold up tomorrow. But it’s not just a matter of changing for the sake of change—to remain relevant and gain competitive ground, your brand must evolve. SMG News Employee Engagement CX Programs

The Health of the Contact Center: Are You Ready for 2019?

innovations in the next two to three years will. 1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the.

Forrester’s 2019 CIO Predictions Redux: Innovation And Adaptiveness Accelerate

Forrester's Customer Insights

Well, we aren’t economists, so we are going to revisit Forrester’s 2019 CIO predictions to see if they have come to fruition. age of the customer chief information officer (CIO) digital transformation Information Technology prediction predictions 2019 promotedThey say the best thing about being an economist is making your next prediction and not telling people why your last prediction may have been wrong.

5 Trends Set to Define Next Generation Customer Experience in 2019


If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Without further ado, here are 5 standout meta-trends with the potential to shape customer journey creation and curation in 2019.

Trends 143

IIeX 2019: Insights Innovation and Inspiration

Chadwick Martin Bailey

From left: Tom HC Anderson, Jamin Brazil, Steve August, and Julie Kurd. This year’s IIeX Conference at the beautiful University of Texas at Austin was a whirlwind tour of what’s next in insights. The content was exceptional across the board, and because others have offered terrific recaps , I’m going to just focus on three other reasons why this conference is such a success: 1. Data Scientists and Data Citizens.

Future-proof Innovation – Vendors in it for the Long Haul

NICE inContact

It probably goes without saying that one major benefit of a cloud-based contact center is the access to continual, automatic upgrades and innovation as they happen. In their recent report, The Forrester Wave : Cloud Contact Centers, Q3 2018 , Forrester evaluated NICE inContact’s technology roadmap (and our track record of delivering on that roadmap), as well as our architecture and resources that will support our ability to innovate long term.

Creating Distinction to Improve Customer Interactions

Speaker: Scott McKain, Business Consultant, Bestselling Author, Speaker

How does a business become so distinctive that they not only stand out in their industry, but set the benchmark for innovation, customer experience, and employee culture? This webinar will explore how a professional or an organization can create distinction to stand out in their industry.

4 Key AI Innovations That Made a Splash in 2019


As 2019 draws to a close and a new year and a new decade are nearly upon us, we’re looking back at the year’s biggest AI innovations. Here’s a closer look at key innovations in AI that made a splash in 2019 and set the stage for future innovation in 2020 and beyond. AI innovations and machine learning have made significant leaps forward in the financial industry. Want to compare with last year’s AI innovations?

Why We Made 2019 The Year of Relentless Innovation at Bizagi


To enable innovation and experimentation your organization must have agile technology implementations,” said Gustavo Gomez, Bizagi CEO. We know that innovation is the key to being successful in the digital age, so we want to equip your organization with the innovative tools to make you a leader in your field. The post Why We Made 2019 The Year of Relentless Innovation at Bizagi appeared first on Bizagi Blog - Ideas for Delivering Digital Transformation.

Superagent – The Hero of Innovation Liberates the Insurance Claim Life Cycle


Mounting competition from non-traditional players cannibalizing market share with innovative business models has forced P&C insurers to integrate digital technologies into their operations to keep pace. For your reading pleasure, we proudly present “SUPERAGENT – The Agent of Innovation Liberates the Insurance Claim Process.”. The post Superagent – The Hero of Innovation Liberates the Insurance Claim Life Cycle appeared first on TechSee.

4 Innovations Enabling Truck Roll Optimization


But new innovations in technology have shown that the time is right to explore alternate options to the ubiquitous truck roll. . Four Truck Roll Optimization Innovations. Now, new innovations in technology have highlighted alternative service options to the standard truck roll.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

We will also talk about an industry-first, innovative way. sustained innovation and collaboration with world-class clients. If Artificial Intelligence (AI) for the overall business is a red hot. topic in C-suites, AI for customer engagement is white hot.

Innovation, Data, And UX Archeology At UX STRAT Europe 2019

Forrester's Customer Insights

I am back from two days at UX STRAT 2019 — a conference that gathers an international community of design leaders and experience makers. age of the customer customer data customer experience customer experience management customer experience strategy customer insights customer journey analytics customer journey mapping data insights digital transformation Innovation digital strategy innovation insights-driven organization

How To Create Innovative Service

Beyond Philosophy

Customer loyalty consultants refer to it as Innovative Customer Experience, and it is the key to getting your customers to talk about your experience to everyone they know. As a customer loyalty consultant to Fortune 100 Companies, Bell explains how Innovative Service is the kind that gets talked about, and what inspires the customer behavior you want. However, when people have a unique experience with innovative service, they talk, post, and tweet about it all the time.

EGR Marketing and Innovation Awards 2019


The post EGR Marketing and Innovation Awards 2019 appeared first on Optimove. events

How customer feedback fuels our innovation


At CustomerCount, we value our client feedback so much that we use it to guide our innovations and enhancements including text analytics and gamification Continue reading → The post How customer feedback fuels our innovation appeared first on CustomerCount. News Customer Feedback feedback management feedback system gamification innovation text analytics

Innovate with purpose at SMG Forum 2019


The beginning of the year means Forum go-time here at SMG. Our annual CX leadership event—this year held from March 4–6 at Four Seasons Orlando—is a much anticipated gathering of CX professionals and industry thought leaders. SMG News

3 Reasons Why Experience Innovation Will Drive Change in 2019


If you were there, you might remember hearing the term “Experience Innovation” as part of the Talkdesk keynote. The post 3 Reasons Why Experience Innovation Will Drive Change in 2019 appeared first on Talkdesk. It’s hard to believe that Opentalk18 was already three months ago, and planning for Opentalk19 is in full swing. As I start thinking about our agenda for this year’s event, I’ve been reflecting on some of the lessons I personally carried away from Opentalk18.