Clarivate

APRIL 21, 2022

In this blog, part of a new series highlighting the contributions from Ukraine to global research, we analyze the growth and diversity of subject areas in Ukraine. In recent years, Ukraine has developed a reputation as an international information technology (IT) hub. Figure 1: Macro level topics 2017-2021 publications.

Innovation 98

Innovation Technology Analysis Banking 98

C3Centricity

MAY 25, 2020

Do you believe that using technology to understand customers is the only way today? In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! No doubt it will need updating in 2021 when the fallout from the current pandemic becomes clearer. Is this your case?

Technology 194

Technology Analysis Data Consumers 194

ShepHyken

JANUARY 18, 2021

21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond. My Comment: We begin this list of the Top Five roundup with a list that includes 21 tips for 2021. The author points out the mistake many companies make.

Self Service 126

Self Service Customer Service Customer Journeys B2B 126

Eptica

DECEMBER 3, 2020

Date: Thursday, December 3, 2020 Author: Pauline Ashenden - Demand Generation Manager Contact centre predictions to watch for in 2021. Author: Pauline Ashenden - Demand Generation Manager As contact centres come to terms with the disruption caused by COVID-19, what are the trends to focus on in 2021? Published on: December 03, 2020.

Trends 72

Trends Analytics Interaction Technology 72

Upstream Works

JANUARY 26, 2021

Meanwhile, customer expectations have also changed, forcing contact centers to adapt innovative technologies and prioritize digital transformation. Across the board, contact centers need to level-up technological capabilities, including richer reporting, enhanced security and omnichannel functionality to engage with customers in real-time.

Self Service 78

Self Service Contact Center Omni-Channel Innovation 78

Oracle

AUGUST 4, 2021

After 4 years of fun, 750+ articles, 200+ videos, and 70 cartoons, SmarterCX.com content is moving to our Oracle blogs ! But don’t worry–we’re still committed to creating great content for you, and with you, on our Oracle Customer Experience blog , Oracle Marketing blog , and Oracle Advertising blog !

Advertising 75

Advertising Customer Experience B2B Tips 75

Upstream Works

NOVEMBER 19, 2020

These drivers will continue into the new year has contact centers strive to meet new customer demands – by upgrading technology while knowing how to deploy the new capabilities. The below three drivers of CX success will help to keep customer loyalty strong as we move into 2021. Supporting a Distributed Workforce.

Average Handle Time 78

Average Handle Time Contact Center e-support Touchpoint 78

PeopleMetrics

DECEMBER 17, 2020

Planning for Customer Experience (CX) in 2021. What can you do NOW to get your CX program ready for 2021. What are the key touchpoints you must measure in 2021? Discover our award-winning Customer Experience (CX) blog: [link]. How has COVID-19 changed the way we measure customer experience (CX)? Watch on YouTube. ? ? ?.

Customer Experience 62

Customer Experience Touchpoint Measurement Tips 62

Hello Customer

MAY 19, 2021

Despite the fact that many experts predicted that technology, often in the form of chatbots would take over customer service, it remains a human channel. It’s the fastest, most in-depth, and the most fun way to interact with customers because the technology just isn't up to speed yet. Up until now, nothing comes close to human service.

Competitive Advantage 98

Competitive Advantage Customer Care Customer Centricity Contact Center 98

ShepHyken

DECEMBER 13, 2021

Magazine) Ensuring your customers have the best possible experience — and come back for more — isn’t about spending more money on staff and technology. In this case, it’s Jeff Steen sharing his thoughts on a Seth Godin blog post. brands of 2021 based on shopper sentiment. The study, which examined 3.7 and the U.K.,

Customer Service 77

Customer Service Social Media Call Center Retail 77

Optimove

FEBRUARY 10, 2022

2021 was supposed to be “the year after”, The one in which returned to our “old normal”. ” 2021 wasn’t short on those marketing challenges: rising costs, diminishing stock, severe delivery chain issues, and that virus still wreaked havoc on our daily lives, the way we shop, our work habits, and social life.

CRM 52

CRM B2B Advertising Entertainment 52

Upstream Works

DECEMBER 16, 2020

They have always had the Internet and mobility, and their entire world is filtered through those technologies. CX leaders must recognize that digital customers are enabled and empowered in ways that analog technologies cannot fully address. Another layer to consider is how digital technology goes in both directions.

Customer Journeys 78

Customer Journeys Chatbots Self Service Contact Center 78

CustomerSuccessBox

JUNE 28, 2021

Read this blog to understand the Paradigm shift in Customer Success technology with AI. So this is going to be a key differentiator for Businesses in 2021 – organizations that are able to retain customers and those that are not able to do that. Customer Success Had the biggest Impact in 2021. Customer Retention.

Customer Success 52

Customer Success Trends B2C Customer Retention 52

ShepHyken

NOVEMBER 1, 2021

Seth’s Blog) Customer service is expensive. Our mission is to continually raise the bar of the customer experience by using the internet and technology to help consumers find, discover, and buy anything, and empower businesses and content creators to maximize their success.” Here are my top five picks from last week.

Customer Service 77

Customer Service Retail B2B B2C 77

Totango

OCTOBER 20, 2021

In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles. The post Customer Journey Optimization: 2021 Beginner’s Guide appeared first on Best Customer Success Blog: Articles for Enterprise Growth.

Customer Journeys 92

Customer Journeys Touchpoint Self Service Customers 92

Upstream Works

JANUARY 7, 2021

Contact centers recognize the value but are often constrained by legacy technology and would welcome AI as a means to automate this form of outreach. Learn more about how AI can drive success in the contact center by downloading Embracing Contact Center AI in 2021 , Part 3 of our 3-Part Strategic Insight Series.

Contact Center 78

Contact Center Self Service Customer Journeys Omni-Channel 78

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

JUNE 28, 2019

Technology replacing humans. In general, technology is augmenting —not replacing — the employee. The World Bank finds in its 2019 examination of the workforce that while technology is indeed changing how people work, it’s also creating new opportunities. That’s what we all fear. Because of that word “current.”

Contact Center 111

Contact Center Self Service Banking Airlines 111

Kustomer

NOVEMBER 4, 2020

Below are five emerging trends that we predict will shape CX in 2021. But don’t worry, 2021 isn’t going to feature any giant robots wielding machine guns. Two major trends in AI customer service software that will continue to grow in 2021 are chatbots and virtual assistants. Remember, you heard it here first.

Omni-Channel 52

Omni-Channel Customer Experience Chatbots e-support 52

Lithium

JUNE 2, 2021

In our 2021 Spring Release , we’ve got even more good news to share, with updates that will enhance user experience, improve efficiency, and increase analytical power across the entire Khoros experience. Some blog areas are limited to Khoros customers only. Submission deadline extended Submit an entry.

Roadmap 52

Roadmap B2C Culture B2B 52

Totango

OCTOBER 20, 2021

In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles. The post Customer Journey Optimization: 2021 Beginner’s Guide appeared first on Best Customer Success Blog: Articles for Enterprise Growth.

Customer Journeys 73

Customer Journeys Touchpoint Self Service Customers 73

Eptica

JULY 7, 2021

Date: Wednesday, July 7, 2021 Author: Pauline Ashenden - Demand Generation Manager 5 ways universities can prepare for a successful clearing. Published on: July 07, 2021. Our latest blog looks at the unique needs colleges have around clearing – and how the right cloud-based technology can help them succeed.

Course 126

Course Technology Interaction Management 126

Eptica

JUNE 7, 2021

Date: Friday, June 4, 2021 Author: Pauline Ashenden - Demand Generation Manager Successfully managing the shift to hybrid working. Published on: June 04, 2021. It is all about a combination of culture and technology, as our latest blog explains. Share this page on: Tweet. Successfully embracing AI for customer service.

Management 127

Management Culture Trends Interaction 127

Eptica

MARCH 12, 2021

Date: Friday, March 12, 2021 Author: Pauline Ashenden - Demand Generation Manager 3 areas to focus on to meet changing customer needs. Published on: March 12, 2021. 4 key trends from the 2021 ICS UK Customer Satisfaction Index. How can organisations meet their needs in these three key areas? Share this page on: Tweet.

Meeting 120

Meeting Omni-Channel Trends Customer Satisfaction 120

ShepHyken

OCTOBER 18, 2021

My Comment: The Chief Experience Maker, Dan Gingiss shares a blog-version of a story from his latest book, The Experience Maker , about how a “Happy Birthday” experience at a restaurant took a nice experience and made it memorable. However you get it, you must choose the right metrics, use the right technology, and more.

Customer Service 84

Customer Service Airlines Feedback Social Media 84

Eptica

SEPTEMBER 7, 2021

Date: Monday, September 6, 2021 Author: Pauline Ashenden - Demand Generation Manager Moving to the cloud – 5 tips for a winning strategy. Published on: September 06, 2021. But planning a successful cloud migration can be a challenge. Read the full article on our parent company Enghouse Interactive’s site here.

Tips 106

Tips Strategy Technology Interaction 106

Totango

MARCH 26, 2021

Today’s Customer Lifecycle Is Technology-driven. As the concept of the customer lifecycle has developed, understandings have changed under the influence of technology. In this article, we’ll paint a full picture that incorporates the latest technology and provides actionable advice for optimizing each stage of the customer lifecycle.

Customer Journeys 66

Customer Journeys Net Promoter Score Social Media Sales 66

Totango

OCTOBER 20, 2021

In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles. The post Customer Journey Optimization: 2021 Beginner’s Guide appeared first on Best Customer Success Blog: Articles for Enterprise Growth.

Customer Journeys 62

Customer Journeys Touchpoint Self Service Customers 62

Eptica

JUNE 25, 2021

Date: Friday, June 25, 2021 Author: Pauline Ashenden - Demand Generation Manager The 3 business benefits of focusing on your agents. Published on: June 25, 2021. Our latest blog outlines the business benefits of focusing on your agents – and explains how technology can help alongside creating the right culture and processes.

Culture 99

Culture Trends Interaction Technology 99

Eptica

FEBRUARY 19, 2021

Date: Friday, February 19, 2021 Author: Pauline Ashenden - Demand Generation Manager How to build mental muscle memory for customer service success. Published on: February 19, 2021. You might also be interested in these posts: How to pick the right contact centre technology for your business. Share this page on: Tweet.

Customer Service 104

Customer Service How To Customer Service Training Customer Focused 104

Comm100

MARCH 20, 2024

This blog explores the decline of public trust in government, backed by data from the U.S., Similarly, in Canada, the Edelman Trust Barometer reported a drop in public trust in government, falling from 53% in 2020 to 49% in 2021. Here are 5 key strategies for to improve trust in government through digital communication: 1.

Government 188

Government Communication Self Service Chatbots 188

ClientSuccess

OCTOBER 20, 2020

2021 Customer Success Planning. Now that we are (unbelievably) in Q4, many SaaS organizations are finalizing their 2021 budget planning strategy. Here are three reasons why a customer success management platform needs to be part of your 2021 budget planning: 1. eBook: Top Customer Success Executives Predict 2020 Trends.

Customer Success 59

Customer Success eBook Customer Relationship Management Trends 59

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence.

Trends 206

Trends Customer Service Chatbots Omni-Channel 206

Kerry Bodine

DECEMBER 30, 2020

For years, I’ve had a list of external triggers — like the introduction of a new technology or a stock market crash — that should prompt you to reexamine how your customers’ needs and expectations are changing. Btw, if you want to learn how to do this yourself, join my bootcamp in Feb/March 2021.). Let us know below!

Customer Journeys 227

Customer Journeys Customer Experience Touchpoint Analytics 227

Eptica

FEBRUARY 5, 2021

Date: Friday, February 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Preparing for the hybrid contact centre. Published on: February 05, 2021. Our blog explains how you can successfully underpin this change with technology – read it here on our parent company Enghouse Interactive’s site.

Trends 72

Trends Interaction Technology System 72

Uniphore

JUNE 22, 2021

You’ll see what we mean when you check out the videos and comics in Jacada’s Call Center Life: 2021 Edition. Jacada's Call Center Life: 2021 Edition. If you’re a customer experience leader charged with testing the potential of innovative technologies, first listen to your front office staff.

Call Center 219

Call Center Self Service Social Media Contact Center 219

Lithium

MAY 4, 2021

Does your brand use Khoros technology to deliver world-class digital customer experiences? Some blog areas are limited to Khoros customers only. Discovering Business Value within Community : Measuring Business Value within Community has never been as easy as it is today, check out this great blog for all the details.

Conference 52

Conference Analytics Social Media Roadmap 52