NICE inContact

MAY 23, 2019

Emerging technologies and changing consumer demands fundamentally have shifted the way businesses interact with their customers. In our latest report, we compare what businesses think with the actual responses of more than 2,400 consumers who were asked in 2018 about their own, real-world customer service experiences.

Self Service 138

Self Service Contact Center Omni-Channel Chatbots 138

CloudCherry

JANUARY 22, 2020

Not Monitoring Changes in Customer Perception. The Importance of VOC to CX. Where once VoC could be characterized by tailored interactions and traditional market research initiatives like customer feedback surveys, there are now more CX channels than ever, so new technologies are warranted. Only focused on surveys.

How To 243

How To Social Media Analysis Feedback 243

CX Accelerator

OCTOBER 25, 2018

What a fantastic couple of days at the Arizona Biltmore. There is no doubt that the contact center industry is poised for massive changes. There is no doubt that the contact center industry is poised for massive changes. Therefore, CX leaders are simply coordinators and facilitators.

Conference 140

Conference Customer Journeys Net Promoter Score NPS 140

CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. What a fantastic question! Below are practical recommendations from several of the best minds in Customer Service (myself excluded) to help you develop your best culture in 2019! "Hey, get back to work!"

Culture 244

Culture Contact Center Leadership Employee Engagement 244

Experience Investigators by 360Connext

JULY 28, 2020

What’s Your Organization’s CX Mindset? There is a lack of understanding around what customer experience really is, and perhaps more importantly, what it takes to deliver it. .” What does success look like? What does success look like? What do we need to get there?

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

Experience Investigators by 360Connext

NOVEMBER 16, 2018

What will happen in 2019? One thing we predict will not change for a long time is the need to reduce customer effort. Customer Contact Week’s report is filled with great tips and facts to help you create better experiences. Customers are expecting more, even if the experience you provide is not changing.

Customer Journeys 110

Customer Journeys Wait Times Contact Center Trends 110

Calabrio

MAY 10, 2019

Since joining Calabrio seven years ago, I’ve seen the landscape of the contact centre space change dramatically. So, how can how you can shape CX for improved outcomes at your organisation? I’m excited to share that Calabrio is sponsoring the Gartner Customer Experience & Technologies Summit 2019 on 22-23 May in London.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

Experience Investigators by 360Connext

OCTOBER 22, 2019

What Does the Future of CX Look Like? If you know how critical Customer Experience is to the happiness of your customers and your team (and if you’re reading this, I’m willing to bet you are,) you’re probably already trying to anticipate the next big trends in CX. Things That Won’t Change Anytime Soon: 1.

Trends 169

Trends Customer Experience Chatbots Innovation 169

Talkdesk

DECEMBER 23, 2020

In 2019, small businesses generated 44% of the US economic activity and, as a whole, they create two-thirds of net new jobs and drive U.S. In 2019, small businesses generated 44% of the US economic activity and, as a whole, they create two-thirds of net new jobs and drive U.S. Here’s what we know so far.

Banking 126

Banking Contact Center Insurance Self Service 126

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Technology always needs focus.

Contact Center 79

Contact Center Trends Omni-Channel CRM 79

Experience Investigators by 360Connext

JUNE 30, 2020

There’s also a sense of resilience, a theme common in all these CX discussions. Customer experience leaders are adapting to what customers need, as well as what can be reasonably offered. Customer experience leaders are adapting to what customers need, as well as what can be reasonably offered.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

Experience Investigators by 360Connext

JUNE 30, 2020

There’s also a sense of resilience, a theme common in all these CX discussions. Customer experience leaders are adapting to what customers need, as well as what can be reasonably offered. Customer experience leaders are adapting to what customers need, as well as what can be reasonably offered.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

CloudCherry

SEPTEMBER 6, 2018

Imagine sourcing for headcount, and moving forward with product improvements knowing exactly what was going to happen when you did? Information overload forces us to filter through the noise and decide what’s relevant to our current situation. No more guessing about what customers truly want. No more crystal balls.

Analytics 221

Analytics Analysis NPS Financial 221

Oracle

JANUARY 21, 2021

2020 was a year that left brands and businesses scrambling to adapt to rapid changes while still providing excellent customer experience. What once was a novelty, like curbside pickup or contactless payment, is now necessary for survival. Here are 21 CX predictions for 2021, informed by some of the top experts of customer experience.

Social Media 81

Social Media Return on Investment Consumers Contact Center 81

TechSee

JUNE 25, 2019

Forward-thinking companies are increasingly turning to AI-powered customer service solutions to optimize CX and to streamline their back-office operations. Artificial intelligence (AI) – the science that deals with the creation of human-like learning and reasoning capabilities – has been catapulted into the spotlight in recent years.

Technology 122

Technology Customer Service Contact Center Gamification 122

Call Experts

FEBRUARY 12, 2020

AI-powered technology that addresses the needs of a changing workforce. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. In 2019, automatic call distribution sported 23.3% through 2022. More Blogs Menu.

Contact Center 69

Contact Center Trends Call Center Customer Journeys 69

TechSee

SEPTEMBER 20, 2018

A recorded call within a call center in Stockholm, Sweden. Agent: What’s the problem? Agent: What exactly is happening with the Internet? Agent: What exactly is happening with the Internet? I’m not sure what the issue is. Agent: Thanks for calling Förenad TelCo*, how can I help you? shhh, sweetie, shhhh….

Omni-Channel 104

Omni-Channel Customer Centricity Contact Center Net Promoter Score 104

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. These champion leaders need to understand what the investment is worth. What can VoC do for you? Gather your champions.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Integrity Solutions

MARCH 3, 2020

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series.

Contact Center 62

Contact Center Culture Conference Call Center 62

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. What is the “right” level? What are some of the phases you have seen based on the journey goals? You can still register to watch the replay.) Journey Managers.

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

Confirmit

JANUARY 23, 2020

Their focus on putting insight into the hands of teams across the company, from store managers to contact center agents has enabled them to make better decisions about how to serve their customers. Check 2019 ACE Awards Book to find out the secrets behind the world's leading Customer Experience and Voice of the Customer programs.

Case Study 52

Case Study Contact Center Retail Video 52

Oracle

JANUARY 22, 2019

At Modern CX 2018, we asked 5 CX Heroes what was keeping them awake. Watch our interview with these CX Heroes to find out what trends and topics are on their minds. Ready to register for Modern CX 2019? What will happen with AI? ” – Brandi Starr, COO, Tegrita Consulting Group.

Trends 63

Trends Industry Automotive Contact Center 63

Eptica

FEBRUARY 6, 2019

Date: Wednesday, February 6, 2019 Author: Pauline Ashenden - Marketing Manager Why focusing on CX is key at times of change. Published on: February 06, 2019. Other companies have merged or transformed what they do. In short: change is disruptive and risky.

Automotive 73

Automotive Social Media Contact Center Banking 73

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. What is the “right” level? What are some of the phases you have seen based on the journey goals? You can still register to watch the replay.) Journey Managers.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. What is the “right” level? What are some of the phases you have seen based on the journey goals? You can still register to watch the replay.) Journey Managers.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

CSM Magazine

FEBRUARY 6, 2019

Customer experience (CX) has become a priority for the vast majority of organisations – or has it? With the large volumes of contact center advisors still incentivized based on speed – typically the Average Handle Time (AHT) – CX goals are quite often unachievable. AHT has dominated contact center measurement for decades.

Metrics 55

Metrics Customer Service Contact Center Social Media 55

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. No matter how deeply you gaze into the crystal ball wondering what this new year has in store for you or your business, the only thing you’ll know for sure is that despite your careful planning, some things will change. Firstly- Happy New Year Churn Fighters!

Customer Success 73

Customer Success Self Service Chief Customer Officer Trends 73

Eptica

MARCH 6, 2019

Date: Wednesday, March 6, 2019 Author: Pascal Gauvrit - CTO The importance of AI to balancing customer service resources. Published on: March 06, 2019. Eptica research demonstrates the scale of the rise – the average UK consumer now contacts organizations nine times per month, which means that brands need to respond to 463.5

Resources 65

Resources Customer Service Social Media Consumers 65

Team HGS

JANUARY 9, 2019

HGS Roundtable: Top Customer Experience (CX) Trends in 2019. Each year, we publish our list of top customer experience (CX) trends —our on-the-ground forecast of how BPO partners will be called on to cost-effectively address the next year’s CX and service needs. Out with the Old: CX IMPERATIVE DISRUPTS OLD MODELS.

Trends 40

Trends Self Service Customer Experience Social Media 40

Eptica

MAY 8, 2019

Date: Wednesday, May 8, 2019 Author: Pascal Gauvrit - CTO Three books to help you master the power of AI. Published on: May 08, 2019. However, it is important to look behind the headlines in order to understand its real impact, what it involves and how it can be deployed across a range of industries, including customer experience.

Self Service 55

Self Service Chatbots Exercises Contact Center 55

Think Customers

FEBRUARY 11, 2020

Thom San Filippo, vice president of customer service and experience design at Dow Jones, explains what it takes to make a global, tech-savvy audience feel appreciated and why the company is doubling down on contact center training and development in a digital-first era. What is a typical day on the job like for you?

Customer Care 52

Customer Care Self Service Contact Center B2C 52

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. No matter how deeply you gaze into the crystal ball wondering what this new year has in store for you or your business, the only thing you’ll know for sure is that despite your careful planning, some things will change. Firstly- Happy New Year Churn Fighters!

Customer Success 49

Customer Success Self Service Chief Customer Officer Trends 49

Oracle

DECEMBER 17, 2020

In early November, the Center for Digital Government announced these five cities as the first place winners of the 2020 Digital Cities Survey. I highly recommend this post by Daniel Foppen on the Oracle CX blog which explores the ways this city takes tremendous pride in ensuring the best possible experience for its constituents.

Government 52

Government Banking e-support Technology 52

West Monroe

MAY 31, 2019

Last year, I wrote about conversational interfaces and how they have the potential to disrupt business and technology paradigms over the coming years. To recap, conversational interfaces are an emerging high-level system design model where interactions occur in the user’s spoken or written natural language. Customer intake and on-boarding.

Banking 40

Banking Financial Self Service Chatbots 40

RapportBoost

DECEMBER 10, 2018

Take notes – the info will help you create a killer Conversational Selling strategy for 2019! Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. And so in the next slide, Nate Brown is the co-founder of CX Accelerator.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

ShepHyken

OCTOBER 1, 2019

The Interview with Tom Goodmanson: The “CX revolution” is only just beginning. Technology helps make contact centers smarter, faster, and better and paves the way for proactive customer service. These changing and growing expectations drive the biggest trends and most critical focus points for the future of CX.

Self Service 20

Self Service Contact Center Conference Trends 20

delighted

SEPTEMBER 27, 2019

What if we told you that there’s a way to grow your business by two to four times without developing a new product or receiving additional funding? In 2019, 67% of consumers believe that companies are actively improving their customer service. What happens when a business gets customer service wrong?

Customer Service Strategies 42

Customer Service Strategies Customer Service Strategy Self Service 42