BlueOcean

AUGUST 6, 2020

2020 has marked the workplace like no other year in recent history. For months, we’ve been settling into new patterns of working and communicating, and we’re finally beginning to see a return to some semblance of “normal.” We have highlighted the new questions for 2020 in bold so you can skip right down to those if you want.).

Contact Center 156

Contact Center Customer Care Comparison Culture 156

ClearAction

JULY 20, 2023

Customer Success Technology Buyer Guide Lynn Hunsaker Customer success technology is sure to grow in importance and array. Non-stop for the past 25 years, technology for experience management and marketing have been super hot since CRM arrived on the scene. Why We Expect a Lot from Customer Success Technology Why?

Technology 62

Technology Customer Success Consulting ROI 62

transcosmos Information Systems

JANUARY 19, 2021

2020 was certainly not an ordinary year. This article provides a brief overview of the top business challenges companies faced in 2020. Communication. First of all, they needed to find a solution to ensure clear, effective communication and strong, trust-based collaboration with their clients and employees.

Company 62

Company Exercises Government Technology 62

C3Centricity

JANUARY 13, 2021

Perhaps that’s the reason why we recorded an over 15% increase in our readership in 2020. In appreciation of your loyalty, we have summarised the top twenty articles we published in 2020, so you can check that you didn’t miss any, or remind yourself of their usefulness: #1. Well think again!

Customer Centricity 177

Customer Centricity Hospitality Customer Journeys Strategy 177

Experience Investigators by 360Connext

JUNE 30, 2020

There’s never been a year quite like 2020. As the second half of 2020 arrives, there are ongoing challenges without apparent solutions. Business leaders are ready to face the challenges of the second half of 2020 and address them. Customer behaviors changed in 2020, too. The rest of 2020 will be no different.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

Experience Investigators by 360Connext

JUNE 30, 2020

There’s never been a year quite like 2020. As the second half of 2020 arrives, there are ongoing challenges without apparent solutions. Business leaders are ready to face the challenges of the second half of 2020 and address them. Customer behaviors changed in 2020, too. The rest of 2020 will be no different.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

C3Centricity

JANUARY 4, 2021

Either way, we’d like to thank you all for your support in 2020. The post covers all aspects of image, including a brand’s personality that is portrayed in its communications and identifies its archetype. Why Technology Won’t Help You Understand Your Customers. Do you know how your brand is seen by category users?

Customer Centricity 156

Customer Centricity Hospitality Customer Satisfaction Customers 156

Centercode

DECEMBER 22, 2020

You can say what you like about 2020, but you can’t say we didn’t learn a lot. This year has forced us to grow and change many, many aspects of our lives, from how we work (#remote), to how we communicate with our team (“Can you guys see my screen?”), How Defined Processes Are Shaping Success in 2020 (Blog).

eBook 75

eBook Case Study ROI Roadmap 75

BlueOcean

JANUARY 21, 2020

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Customer Service Success – Technology Industries” category in the 14 th annual Stevie® Awards for Sales & Customer Service. They should also be proud of how well they effectively communicated those achievements to the judges.

Customer Service 156

Customer Service Insurance Conference Customer Satisfaction 156

Kustomer

DECEMBER 29, 2020

I would say that 2020 has been unprecedented, but let’s face it — we all want to permanently retire that word. While we are literally counting down the seconds until the clock strikes midnight on January 1st, 2021, it goes without saying that there are some permanent lessons that can be learned from the hurdles we faced in 2020.

Self Service 105

Self Service CRM Consumers Chatbots 105

UJET

NOVEMBER 18, 2019

As consumers have begun embracing a more mobile-focused view of communication, other channels have gained in popularity, specifically messaging. SMS and chat are now essential channels for how we communicate not only with each other, but with the brands we love and the products we use. Multichannel Expands to Multimedia.

Trends 78

Trends Self Service Contact Center Chatbots 78

SaleMove

MAY 5, 2020

2020 is the year of Digital Customer Service (DCS). In one way or another, everyone has had to evolve and adapt to the new wave of remote work and digital communication, both personally and professionally. The post Glia Recognized in 2020 Gartner Report appeared first on Glia Blog | CX Explained.

Report 56

Report Innovation Communication Technology 56

Oracle

DECEMBER 31, 2019

The CX industry continues to evolve, and with it the customer expectations, available technologies, and business processes surrounding it. Here are 5 predictions for how customer experience interactions will shape up for 2020. Natural language communication will further improve AI flexibility.

Chatbots 90

Chatbots Interaction Communication Technology 90

Oracle

JANUARY 8, 2020

This is a preview of the ebook, “20 Cartoons that Perfectly Illustrate the Customer of 2020.” ” As we enter the new decade, every corner of customer experience is awash in technology. In fact, it may be even more valuable as technology’s presence grows. Technology makes so many promises these days.

Customer Experience 75

Customer Experience eBook Technology Customers 75

Oracle

JANUARY 2, 2020

There’s no doubt that the wearable technology and health app market exploded in the last few years, growing from 84 million units in 2015 to 245 million units in 2019. Here are some interesting wearable technologies and health apps to keep an eye out for in 2020. Fitness wearables with health apps.

Technology 52

Technology Trends Healthcare Exercises 52

ShepHyken

OCTOBER 30, 2020

She writes about how businesses can utilize modern voice technology to create a better experience overall for their customers. The good news is that in 2020, there is a huge range of tools at your disposal to help you advance your business’ customer support strategy. 1 Voice Technology Helps Keep Things Personal.

Technology 131

Technology Customer Service Guidelines Chatbots 131

Oracle

NOVEMBER 5, 2019

What retail innovations are on the horizon for 2020? To get a beat on the market, we’re rounding up some of the key themes from the key retail conferences of 2020 to look ahead at what forces are likely to be shaping retail in the months ahead. At Future Stores 2020, helping brands strike that balance is a major focus.

Retail 76

Retail Innovation Self Service Conference 76

Calabrio

JUNE 29, 2020

When nominations opened for the 2020 Star Tribune Top Workplace rankings in January, no one anticipat ed the changes that would impact us, come March. As we navigate the evolving world of work throughout 2020 and beyond , the time and effort we have put into building our culture will also carry us forward.

e-support 264

e-support Culture Innovation Employee Engagement 264

Bizagi

JANUARY 23, 2020

What are your plans for Intelligent Process Automation in 2020? Now, IPA is set to gain notoriety, with Deloitte hailing 2020 as “the breakout year for intelligent automation.”. Here are four ways that you can ready your business for Intelligent Process Automation in 2020.

Net Promoter Score 72

Net Promoter Score Banking Apparel Customer Centricity 72

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. Emotion analytics.

Technology 122

Technology Customer Service Contact Center Gamification 122

Centercode

JANUARY 16, 2020

” Today’s technology is evolving at lightspeed (though we’re still waiting on lightspeed travel), and development teams are moving just as quickly to deliver on rapidly expanding technological landscapes and increasing customer demands. Journeyman: Delta 2020, the Virtual Customer Validation Conference.

Resources 69

Resources Conference Analysis Analytics 69

ProProfs Chat

JANUARY 30, 2020

Communication challenges. Customer Engagement Statistics 2020 Explained. Takeaway: The customer engagement statistics of 2020 definitely indicate that your business will have to work towards building stronger customer engagement strategies, especially when there are so many challenges along the way. Customer expectations.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

Team Support

JANUARY 10, 2020

Our 2019 trends article was a huge hit, so here’s what is set to make an impact in 2020…. 1) Innovative technology will empower service teams (not replace them). Instead, businesses will look to empower their current service team by providing them with the technology they need to work more efficiency.

Trends 80

Trends Customer Service Self Service B2B 80

Magellan Solutions

SEPTEMBER 9, 2020

Over the years, technological advancements have innovated business communication. This support channel started as an alternative to email and phone call, but as time passes by, live chat statistics 2020 shows that it is one of the preferred communication channels of customers today. Key Live Chat Statistics 2020 .

Trends 52

Trends B2C e-support Customer Satisfaction 52

Strativity

DECEMBER 12, 2019

That’s why we’re highlighting the five customer experience trends to plan around for 2020 — so you can stay ahead of the curve and deliver a winning CX that keeps your customers coming back. Read on to learn about rising technology, shifting expectations, and doubling down on the human side of business, for customers and employees alike.

Trends 64

Trends Customer Experience Policies Employee Engagement 64

Comm100

SEPTEMBER 13, 2021

However, the past couple of years has seen its importance within customer service skyrocket as companies adopted new technologies to stay connected during the pandemic. As the name suggests, digital transformation is the process of adapting business using digital technologies. Digital transformation is by no means a recent trend.

Customer Service 217

Customer Service Omni-Channel Social Media Connections 217

Comm100

MARCH 7, 2023

compared to 2020. We asked them: what support factors are most important to them what are their preferred communication channels how quickly a potential school needs to respond to their query how important is it for schools to provide 24/7 support. Recruitment is arguably the number one challenge for higher education right now.

Survey 168

Survey Chatbots Wait Times Report 168

Comm100

OCTOBER 24, 2022

From Spring 2020 to 2022, U.S. less undergraduates enrolled in US colleges today compared to 2020, the same number of colleges are fighting over a reduced pool of prospective students. Grown up surrounded by the instant gratification of technology, today’s students demand fast support from their higher education institution.

Engagement 130

Engagement How To Trends Meeting 130

ShepHyken

DECEMBER 7, 2020

Titled “The NOW of Work,” the ebook focuses on what’s new in technology, employee communication and motivation, and more. The post 5 Top Customer Service Articles For the Week of November 7, 2020 appeared first on Shep Hyken. Numerous experts were consulted. Follow on Twitter: @Hyken.

Customer Service 144

Customer Service Self Service eBook Loyalty Programs 144

Ecrion

MARCH 17, 2020

The ultimate challenge for businesses in this modern age is making technology work for you without removing the human elements that make a superior customer experience. Technology can streamline and expedite many customer service related tasks but do your employees have what they need to deliver a customer experience with a human touch?

Strategy 77

Strategy Customer Experience How To Social Media 77

Horizon CX

JANUARY 6, 2020

Here we are—January 2020—another new year just beginning—and an election year as well. Not to get overly political here, but as we are now in the election year 2020, I find myself in that contradictory space again and longing for some moderation among the candidates on both sides of the spectrum. Excitement abounds. Noam Chomsky.

Airlines 100

Airlines Course Management Survey 100

SaleMove

MAY 5, 2020

2020 is the year of Digital Customer Service (DCS). In one way or another, everyone has had to evolve and adapt to the new wave of remote work and digital communication, both personally and professionally. We are extremely passionate about digital-first communication and relentless […].

Report 52

Report Communication Customer Service Customers 52

Think Customers

JANUARY 20, 2020

At National Retail Federation (NRF) “Big Show” conference in New York City, business leaders defined what will make for exceptional customer experiences in 2020. While some retailers are using automation and AI to reduce human input, other retailers are using technology to enable and enhance human connections. New decade, new retail.

Retail 81

Retail Data Conference Technology 81

C Space

JULY 6, 2020

The Brand Move Roundup – July 6, 2020. FedEx, which paid $205 million for naming rights to the stadium Washington plays in, said: “We have communicated to the team in Washington our request that they change the team name.“. Brand Move Roundup – July 6, 2020. Brand Move Roundup – July 2, 2020. Read More.

Brands 52

Brands Sports Hospitality Retail 52

One Millimeter Mindset

DECEMBER 31, 2019

Your 2020 storytelling strategy offers three choices. What differentiates you from everyone else is your comfort, clarity and confidence as you continuously explore uncharted waters: adapting, adopting and applying new ideas, strategies, processes, technologies and designs. What’s Next for Your 2020 Storytelling Strategy?

Strategy 66

Strategy Trends Tools Communication 66

C Space

JUNE 11, 2020

The Brand Move Roundup – June 11, 2020. Amazon has not said how many police forces use the technology, or how it is used, but marketing materials have promoted Rekognition being used in conjunction with police body cameras in real time. Brand Move Roundup – June 11, 2020. Brand Move Roundup – June 10, 2020.

Brands 52

Brands Retail Government Advertising 52

C Space

MAY 26, 2020

The Brand Move Roundup – May 26, 2020. Overhaul of the fashion week system has been mooted for years, but in 2020 change seems to be becoming an economic necessity. Art competition The Turner Prize will select ten winners to receive bursaries in place of the 2020 award. The alliance also includes Mitsubishi Motors.

Brands 52

Brands Fashion Travel Course 52