Horizon CX

JANUARY 6, 2020

Here we are—January 2020—another new year just beginning—and an election year as well. When visiting amusement parks, roller-coasters in general never really drew me in and of course the “tower of terror” would have been completely out of the question. Excitement abounds. I’m using the word “moderate” quite intentionally.

Airlines 100

Airlines Course Management Survey 100

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. I ha ve title d this blog post “ Lucky Seven” but it is of course not luck that has us gaining this recognition for the seventh year running.

e-support 264

e-support Culture Innovation Employee Engagement 264

ChurnZero

AUGUST 4, 2020

ChurnZero is a finalist in the 2020 SaaS Awards Program in the Best SaaS for Customer Services or CRM category. . “This year is of course a special case, with SaaS not only at the forefront of remodeling existing business processes, but also agilely responding with pioneering solutions to unavoidable global disruptions.

Innovation 52

Innovation Software Course Touchpoint 52

SurveySparrow

NOVEMBER 28, 2019

The in-depth learning sessions, the opportunity to meet and have penetrative conversations with visionaries and of course, the hands-on workshops on cutting-edge technologies, etc. 2020’s right around the corner. Here are the much-awaited customer experience conferences of 2020. When: 10th – 13th March 2020.

Conference 96

Conference Customer Experience Customer Journeys Omni-Channel 96

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. Drinks education organization The Wine & Spirit Education Trust (WSET) is introducing online examinations for its most popular courses. Leading U.S.

Brands 52

Brands Fashion Travel Course 52

Strativity

MAY 10, 2023

Dries Buytaert, co-founder, chief technology officer, and chief strategy officer at Acquia and creator of Drupal added, “Srijan has long been a top contributor to Drupal and recognized for its deep expertise creating digital experiences based on open technologies.

Technology 52

Technology Marketing ROI Customer Centricity 52

TechSee

APRIL 3, 2018

Technology-based customer retention solutions provide powerful platforms and fresh approaches, and most importantly, practical frameworks and processes to successfully engage with customers at scale. For example, if a company began 2017 with 50,000 customers and lost 2500 over the course of the year, the churn rate would be 5%.

Customer Retention 141

Customer Retention Technology Strategy Analytics 141

CSM Magazine

JUNE 18, 2020

The Top QA Trends of 2020. Based on the enhancements of the last year as well as the projected advancements coming in the rest of 2020, the following trends are sure to be very popular and useful in the world of software QA testing. QA for 2020 and Beyond.

Trends 52

Trends Software Technology System 52

Beyond Philosophy

FEBRUARY 10, 2020

Traditional growth includes improvements in functionality in a rational way, e.g., faster processors in technology, new delivery times, or improved networks or network access for telecommunications, and other things along these lines. Now, of course, some unmet needs are not realistic in a business sense, so those will remain unmet.

Meeting 172

Meeting Hospitality Return on Investment Telecommunications 172

Russel Lolacher

JUNE 5, 2022

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. How knowledge transfer and culture can benefit from communication technology. How to introduce inexperienced staff to new technologies. “It’s

Communication 93

Communication Technology Employee Engagement Culture 93

Kustomer

OCTOBER 20, 2022

2020 likely changed the CX industry for good, and there may be nothing more ill-advised than to ignore the lessons learned about holiday CX during that year. An increase in inquiries was not the only challenge that CX organizations faced during the 2020 holiday season. New Normal, New Challenges. New Normal, New Challenges.

e-support 98

e-support Retail Customer Journeys Wait Times 98

C Space

JULY 16, 2020

The Brand Move Roundup – July 16, 2020. “Technology is an enabler, for example, to close the healthcare gap… It is critical for the stabilization and the vibrancy of these communities that are critical to the United States and to our farm system and our food system.” Brand Move Roundup – July 16, 2020.

Brands 52

Brands Transportation Travel Fashion 52

C Space

JUNE 15, 2020

The Brand Move Roundup – June 12, 2020. Following the lead of IBM and Amazon , Microsoft has paused selling facial recognition tools and called on US legislators to pass federal regulations on the use of the technology. Brand Move Roundup – June 12, 2020. Brand Move Roundup – June 11, 2020.

Brands 52

Brands Travel Social Media Report 52

Kustomer

JANUARY 9, 2020

Over 38,000 attendees and more than 800 companies will be descending on the Javitz Center from January 12th-14th to share perspectives, experience new technologies, and chart a vision for 2020 and beyond. The retail world is coming to New York next week for the National Retail Federation’s ‘Big Show’ and we’ll be there at Booth #962.

Retail 52

Retail Customer Service Hotels Omni-Channel 52

C Space

JULY 27, 2020

The Brand Move Roundup – July 27, 2020. There is, of course, no substitute for watching a live performance,” adds Suntook. Brand Move Roundup – July 27, 2020. Brand Move Roundup – July 24, 2020. Brand Move Roundup – July 23, 2020. Brand Move Roundup – July 22, 2020. Brand Move Roundup – July 21, 2020.

Brands 52

Brands Transportation Fashion Sports 52

C Space

JULY 21, 2020

The Brand Move Roundup – July 21, 2020. The deal orders daily testing for the league’s thousands of players, coaches and staffers at the start of camp, and technologically advanced contact tracing when the virus is detected. Brand Move Roundup – July 21, 2020. Brand Move Roundup – July 20, 2020. Read More.

Brands 52

Brands Transportation Sales Innovation 52

Comm100

JUNE 22, 2021

to ensure that their students complete their course. We sat down (virtually speaking) with Derek Gaucher, Coordinator of IT Solutions at Dawson College, to ask him about how Dawson College is embracing new customer service technologies and channels to provide a digital student experience that has become central to their success.

Customer Service 131

Customer Service Video Course Technology 131

ShepHyken

SEPTEMBER 7, 2020

This article set’s up the premise and offers up ideas such as making processes more customer-centric, using technology and more. Of course, that can always change!). The post 5 Top Customer Service Articles For the Week of September 7, 2020 appeared first on Shep Hyken. by Steve Williamson. Follow on Twitter: @Hyken.

Customer Service 92

Customer Service Customer Retention Feedback Customer Centricity 92

C Space

JULY 6, 2020

The Brand Move Roundup – July 6, 2020. Of course, there will be changes based on hard economic factors and also on how people will want to work at home more, buy more online and prioritize their health more, but we can also expect to see changes in many other areas. “We Brand Move Roundup – July 6, 2020. Read More.

Brands 52

Brands Sports Hospitality Retail 52

NetBase

SEPTEMBER 1, 2020

And we have a whole report full of brands using social listening to do precisely that in our latest NetBase Quid Brand Passion Report: Top Global Brands 2020 – and you can too! We’ve made it even more important to brands’ strategic planning as they round out 2020. Expanded Results for Social Mood & Market Intelligence Insight.

Brands 52

Brands Report Social Media Analysis 52

BirdEye

OCTOBER 16, 2020

Technology (surprise, surprise). The path of least resistance was in adapting the resources institutions already had (such as drive-thru and call centers), or to accelerate projects that became critical to the operation of the credit union (which inevitably involved digitalization, remote, and virtual operations) powered up by technology.

Technology 98

Technology Marketing Banking Financial 98

LiveChat

JANUARY 14, 2020

For those of you who are not up to speed with what CES is, it’s an annual show hosted in Las Vegas that’s been home for innovative and revolutionary technologies for over 50 years. CES2020 #SamsungCES2020 pic.twitter.com/YzwgZN1Lgw — Samsung US Newsroom (@SamsungNewsUS) January 7, 2020. It’s no different this year.

Automotive 64

Automotive Conference Travel Technology 64

Integrate.ai

DECEMBER 23, 2019

Chatbot proliferation continued Just a few years ago, Business Insider predicted that by 2020, 80% of all enterprises would be using chatbots. Facial recognition became ubiquitous Throughout 2019, facial recognition technology has become commonplace and is currently estimated to be a $3.2 billion market.

Trends 52

Trends Chatbots Healthcare Policies 52

C Space

APRIL 9, 2020

The Brand Move Roundup – April 9, 2020. Bucking the current media industry downturn, newspaper and magazine publisher Hearst Corporation has told its newsrooms there will be no layoffs, no furloughs and no pay cuts during the course of coronavirus coverage.

Brands 52

Brands Entertainment Banking Hospitality 52

NetBase

MARCH 16, 2020

And our 2020 Complete Guide to Instagram Listening Strategy shares everything brands need to succeed on the wildly popular platform! How advanced image analytics and next generation AI technology helps brands gather better insights. Instagram has an edge in this regard, and it will be interesting to see how this plays out in 2020!

Strategy 56

Strategy Ecommerce Sports Analytics 56

SurveySparrow

NOVEMBER 28, 2019

The in-depth learning sessions, the opportunity to meet and have penetrative conversations with visionaries and of course, the hands-on workshops on cutting-edge technologies, etc. 2020’s right around the corner. Here are the much-awaited customer experience conferences of 2020. When: 10th – 13th March 2020.

Conference 52

Conference Customer Experience Customer Journeys Omni-Channel 52

GlowTouch

APRIL 28, 2020

Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail 5 Key Customer Support Trends for 2020 and Beyond. We will discuss 5 key customer support trends that are sure to increase in popularity for the rest of 2020 — and for years to come. #1. Less Phone Time, More Live Chat. Tonya Morgan.

Trends 52

Trends Self Service Social Media Call Center 52

Circular Edge

NOVEMBER 9, 2020

As a CNC myself, I enjoyed attending and presenting on several virtual sessions that showcased the tools, technologies and approaches that others are using to simplify, automate and optimize some of the common system administration tasks and processes. Manager, Technology Services. Which new features are you most looking forward to?

Self Service 52

Self Service Resources System Tools 52

C Space

JULY 20, 2020

The Brand Move Roundup – July 20, 2020. Another education technology company is flourishing amid the coronavirus pandemic, as people stuck at home flock to online classes. In June, he launched the Coursera Campus Response Initiative , which offers courses free to students enrolled in universities around the world.

Brands 40

Brands Apparel Advertising Retail 40

ShepHyken

AUGUST 24, 2020

I have seen incredible strides over the past few years as these technologies improve. Of course, there is, and this article will not only point out the differences but also give you some actionable ideas and best practices. The post 5 Top Customer Service Articles For the Week of August 24, 2020 appeared first on Shep Hyken.

Customer Service 84

Customer Service Contact Center Tips Chatbots 84

CSM Magazine

MAY 19, 2020

We live in the age of a fascinating technological revolution. Unfortunately, criminals are evolving too, and they take advantage of the same technological advancements, plus become more creative along the way. If this Nilson Report is to be believed, in 2020 global fraud damages will exceed the USD billion mark!

Banking 52

Banking Financial e-support Course 52

NetBase

FEBRUARY 28, 2020

And moving your organization toward the technologically advanced social analytics model your efforts require is largely a matter of educating them around its potential. Stay Ahead of the AI Technology Curve. The post 2020 Five Steps to Building a Successful Social Analytics Program appeared first on NetBase.

Analytics 60

Analytics Automotive ROI Metrics 60

ShepHyken

JULY 6, 2020

Of course, getting to the customer service rep is of major importance, but once there, customers expect the rep to be an expert (in other words, answer the question), deliver with empathy, act with speed and demonstrate flexibility (in that order). My Comment: Ricardo Saltz Gulko is CX designer. Follow on Twitter: @Hyken.

Customer Service 65

Customer Service Healthcare Customer Journeys Feedback 65

C Space

MAY 29, 2020

The Brand Move Roundup – May 29, 2020. While we don’t expect physical photo shoots to go away, there will be instances where the time and cost savings can be compelling – especially when the right technology is available,” Adobe senior data and analytics evangelist Eric Matisoff said. Brand Move Roundup – May 28, 2020.

Brands 40

Brands Social Media Retail Healthcare 40

Uniphore

JANUARY 25, 2022

While the rest of the world was scrambling to course-correct in the wake of the global pandemic, AI was undergoing nothing short of a revolution. As we’ve seen with other innovations, the more familiar people become with the technology, the more they expect to see it. Post-2020 could easily be called the start of the Zoom Era.

Healthcare 130

Healthcare Video Banking Contact Center 130

C Space

MARCH 31, 2020

The Brand Move Roundup – March 31, 2020. The remaining charitable funds will be given as grants to Truist’s community partners to support and expand technology initiatives and programs for youth, seniors, small businesses and people to rebuild, restore and create thriving communities. Brand Move Roundup – March 26, 2020.

Brands 40

Brands Hospitality Hotels e-support 40

Lumoa

AUGUST 23, 2021

Nothing drove this realization home harder than providing services during the incredibly difficult year of 2020 (and beyond!). Changes in behaviors As customer expectations continue to rise, CX leaders have needed to make integrated technologies a priority because seemingly the switch is here to stay for the long-term.

Customer Experience 236

Customer Experience Social Media Video Analytics 236