BlueOcean

AUGUST 9, 2021

The adoption rate of new and evolving technologies accelerated at unseen speeds—resulting in 10 years’ worth of change within a mere 10 months. Contact center technologies are certainly in the mix of acceleration. We dug into their sentiments and expectations about the future of five key contact center technologies.

Contact Center 156

Contact Center Technology Self Service Analytics 156

TechSee

FEBRUARY 14, 2022

The next generation of wireless technology – 5G – promises to impact our lives by delivering a network that is 100 times faster than smartphone cellular connections and ten times faster than the speediest home broadband service. 5G networks began to roll out in 2019 and are predicted to have more than 1.7 Extensive Training.

Technology 109

Technology Self Service Wireless Telecommunications 109

NetBase

JULY 11, 2019

Using our powerful Next Generation AI capabilities , we captured the most loved brands across the globe to create the Brand Passion Report 2019: Top Loved Global Brands. Keeping pace with social is table stakes, and it involves much more than tracking brand mentions or tallying likes for a weekly report.

Brands 62

Brands Report Telecommunications Automotive 62

NetBase

DECEMBER 3, 2019

The 2019 Consumer Experience Analytics Report: EMEA has answers! And the verticals include technology; media and entertainment; consumer products; banking and finance; health and pharmaceutical; and, retail. We’ll share a high-level summary below, but be sure to download the report to really dig in.

Report 52

Report Analytics Entertainment Survey 52

NICE inContact

OCTOBER 18, 2019

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Featuring a thorough evaluation of cloud providers by one of the independent analyst firms in the industry, the report is an invaluable tool for contact center leaders considering new technology investments.

Contact Center 120

Contact Center Self Service Omni-Channel Call Center 120

NICE inContact

OCTOBER 17, 2019

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Featuring a thorough evaluation of cloud providers by one of the independent analyst firms in the industry, the report is an invaluable tool for contact center leaders considering new technology investments.

Contact Center 120

Contact Center Report Tools Industry 120

NetBase

AUGUST 1, 2019

Our 2019 EMEA Social Media Market Survey Report answers that question, and more. This has already begun, with expanded cloud and technological capabilities. And those counting savvy marketers among their numbers have a head start, as revealed in our EMEA survey report! A preview of its findings follow.

Social Media 53

Social Media Report Survey Marketing 53

Calabrio

NOVEMBER 7, 2019

It came as no surprise to me when the Twin Cities Business Journal selected Calabrio’s very own Jenny Kray as a 2019 honoree for its prestigious “CFO of the Year” award. The only thing that bewildered me was why it took so long! The difference? Despite heady challenges, that’s exactly what Jenny did. Which leads me to my next point….

Financial 100

Financial Exercises Software Contact Center 100

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. Unfortunately, the two terms have almost become interchangeable, with many companies and technology providers conflating them.

e-support 93

e-support Omni-Channel Case Study Comparison 93

LiveChat

FEBRUARY 1, 2019

To help you start, I’ve pulled the main takeaways from LiveChat 2019 Customer Service Report that you should focus on. It’s worth mentioning, the report is based on the data from 25k companies representing 19 industries. What technologies are you using to create a better experience? And next year’s scores will prove it.

Report 57

Report Customer Service Chatbots Customer Satisfaction 57

Oracle

MARCH 12, 2019

Shoptalk describes itself as an event “where the entire retail ecosystem comes together to create the future of retail based on the latest trends, technologies and business models, including changes in consumer expectations.” The post Shoptalk 2019: 4 Key Retail CX Insights appeared first on SmarterCX.

Retail 86

Retail Conference Case Study Consumers 86

Peter Lavers

JANUARY 30, 2019

Three key subjects from Dimension Data’s 2019 Global Customer Experience Benchmarking Report that are vital for every B2B company to take a long, hard look at itself about. The report is a fantastic free resource, addressing questions that are 100% pertinent to the issues faced today by Chief Customer Officers and CX leaders.

B2B 40

B2B Report Chief Customer Officer Analytics 40

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

InMoment XI

DECEMBER 15, 2022

You aren’t waiting until the end of the year to get a mailed report containing consumer trends for the past year (hopefully), but rather you need to be keeping up with your consumers in real time. It’s no understatement that you—along with every other business for that matter—are operating completely differently than you did in 2019.

Trends 529

Trends How To Social Media Survey 529

Clarivate

FEBRUARY 10, 2022

Download our report for insights into the South and Southeast Asia innovation landscape. To better understand the key players and the emerging, evolving trends in innovation, we looked across the South and Southeast Asia landscape in our latest report. Key findings from our report. Measuring innovation.

Report 52

Report Innovation Government Competitive Advantage 52

TechSee

JUNE 25, 2019

of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. As the technology matures, many companies will inevitably look for holistic AI solutions that unify customer and operational data to achieve the most valuable and actionable insights.

Technology 122

Technology Customer Service Contact Center Gamification 122

ShepHyken

MARCH 25, 2019

Survey: Customer experience trends 2019 by Lynne Capozzi. ” Key findings from the report. If you like what you read, be sure to download the rest of the report. My Comment: Our friends at Hubspot have just released their report on human-centered customer support. It’s a great report. by Chip Bell.

Customer Service 107

Customer Service Competitive Advantage Trends Culture 107

datastax

JANUARY 2, 2019

With another year starting, now is probably a good time to take a look at what’s to come in the world of data management for 2019 and beyond. Here are the top six data management trends for 2019: Analytics, analytics, analytics . zip codes, addresses or weather reports—to power their businesses. Geospatial search.

Trends 105

Trends Data Management Government 105

TechSee

JUNE 11, 2019

Recently, an innovative technology has emerged, transforming contact center operations and customer experience across a wide range of industries: Visual Assistance. The technology is unique because it delivers KPI improvements without cannibalizing others. Click here for the full report. Click here for the full report.

Self Service 117

Self Service Technology Customer Service Contact Center 117

Oracle

MAY 7, 2019

View a complimentary copy of the full report. ” In the 2019 Magic Quadrant for Field Service Management, Gartner evaluates 14 vendors. View a complimentary copy of the full report to learn more. ” Gartner Magic Quadrant for Field Service Management, Jim Robinson, 16 April 2019.

Management 75

Management Competitive Advantage Report Chatbots 75

Answer Dash

FEBRUARY 20, 2019

(This article was originally published at IT-Online - The daily IT news publisher) Emerging digital trends are top of mind for customer service and support leaders in 2019, according to a recent survey by Gartner. Gain control over service website: More than half of service leaders report they do not have ownership of their service websites.

Customer Service 78

Customer Service CRM Report Leadership 78

ShepHyken

APRIL 1, 2019

How Customer Service Trends Are Changing in 2019: Highlights from the New State of Service Report by Sarah Patterson. Salesforce) Today, we’re releasing a new research report that shows just how trends in customer service are evolving in this hypercompetitive customer landscape. Do Customers Trust Your Tech?

Customer Service 99

Customer Service Social Media Chatbots Trends 99

Alliance by IFS

JULY 11, 2019

In this first video in the video series based on the State of Service 2019 report, we’ll discuss how field service organizations (FSOs) are transforming and providing excellent customer service by leveraging improved management tools that have strong mobile capabilities and keep the entire workforce connected. Lack of visibility.

Customer Satisfaction 88

Customer Satisfaction Customer Centricity Video Trends 88

Oracle

OCTOBER 2, 2019

in 2019 to $3.535 trillion, and by 2023, the industry is expected to be worth US$6.54 One thing retailers can do to stand out from the competition is to improve their online customer experience (CX) using new technologies that improve the online shopping experience. trillion gross merchandise value (GMV) worldwide. Visual search.

Ecommerce 87

Ecommerce Technology Social Media Chatbots 87

Bizagi

FEBRUARY 7, 2019

What’s your digital transformation strategy for 2019? Forbes reports that “process automation is the foundation [for digital transformation]”. By the end of 2019, Forrester predicts that 40% of enterprises will have automation centers and frameworks in place as they try to find the best way to structure their technology and workflows.

Strategy 83

Strategy Competitive Advantage eBook Roadmap 83

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

JANUARY 18, 2019

Each year, the Consumer Electronics Show (CES) in Las Vegas offers a preview of the retail trends, emerging technologies, and latest products shaping the broader retail landscape. link] #CES #CES2019 — SoftBank Robotics US (@SB_Robotics) January 10, 2019. A Look from CES 2019 appeared first on SmarterCX.

Retail 78

Retail Trends Conference Innovation 78

West Monroe

JUNE 19, 2019

Forrester’s recent report discusses how companies can navigate the ever-changing Salesforce product set and get to implementation faster by choosing the right partner based on their specific needs. The report provides insight into vendor size, functionality, geography, and vertical market focus.

Report 40

Report CRM Roadmap Consulting 40

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. ” – Mark Hurd, CEO, Oracle at Modern Customer Experience 2019. Technology isn’t always the answer.

Customer Experience 58

Customer Experience Competitive Advantage Customer Care Customer Journeys 58

Optimove

MAY 21, 2019

Gartner Magic Quadrant for Multichannel Marketing Hubs, 2019. Gartner’s Magic Quadrant series analyzes technology vendors active in markets and presents each one’s competitive positioning in a four-quadrant chart. The full report includes: Criteria for selecting a vendor. Gartner: Magic Quadrant for Multichannel Marketing Hubs.

Analysis 40

Analysis Analytics Report Technology 40

Oracle

DECEMBER 26, 2019

View a complimentary copy of The Forrester Wave : Customer Service Solutions, Q2 2019 report. The marketplace for customer service solutions is crowded with options, but organizations can find an evaluation of leaders in the space in The Forrester Wave : Customer Service Solutions, Q2 2019 report.

Report 42

Report Self Service Customer Service Omni-Channel 42

ShepHyken

JANUARY 28, 2019

And, something I noticed… the technology space, which includes internet, cable and cellular, is no longer one of the top one or two worst service providers. Because they love the fact that she listens to them and takes time with them and will explain slowly any technology that they may not understand. They are trying!).

Social Media 98

Social Media Customer Service Customer Care Insurance 98

SurveySparrow

OCTOBER 10, 2019

Dreamforce 2019 is round the corner and we can’t keep calm! Here’s an article that has the answers to all your questions concerning Dreamforce 2019. Here’s an article that has the answers to all your questions concerning Dreamforce 2019. It is nothing less than a huge festival of technology. Yes, we do too! Here’s why.

Conference 73

Conference Course Hotels Innovation 73

Gainsight

MAY 23, 2019

In addition to the exciting announcement of the Gainsight Customer Cloud at Pulse 2019 and new offerings that include Gainsight CDP, CX and RO, our product leaders also shared an incredible list of innovations to our existing products. Renewal Center is available in beta now and will be released in the Summer of 2019. People Maps.

Effort Score 75

Effort Score Analytics Report Data 75

Talkdesk

JANUARY 2, 2020

Talkdesk is again featured prominently in a report from Gartner, the world’s leading research and advisory company. This new report examines the rapidly changing landscape of available solutions for the customer service industry along with valuable insights, analysis and recommendations. Next best action and decision-making insight.

Report 66

Report Self Service Customer Service Contact Center 66

Oracle

MARCH 11, 2020

Female pioneers in CX technology have been shaping the field since the earliest days and continue to create change and exciting new experiences, technology, and ideas. Staying ahead of the CX technology curve means thinking about what lies ahead, and implementing it before the competition. Follow her work on LinkedIn.

Customer Journeys 83

Customer Journeys Technology Chief Customer Officer Video 83

Optimove

MAY 28, 2019

Optimove included in Gartner’s Magic Quadrant for Multichannel Marketing Hubs, 2019. Download a complimentary copy of the 2019 Gartner Magic Quadrant for Multichannel Marketing Hubs to read the full report. The full report includes: Criteria for selecting a vendor. Evaluation and analysis of the selected vendors.

Analysis 40

Analysis Report Marketing Technology 40