The Top Technology Trends To Watch: 2018-2020

Forrester's Customer Insights

I’m excited to announce we just published our 2017 edition of Forrester’s top technology trends to watch. age of the customer technology technology trends

Seven technologies to improve customer service in SMBs


Which technologies really can improve customer service? Ten Critical Technologies to Transform Customer Engagement ’. And with technological developments ranging from mobile connectivity to speech analytics, businesses have more opportunities to enhance this experience than ever before.

Trending Sources

The Top Trends in Technology at SXSW


Amidst all the activity, the team also found the time to learn all the emerging new trends in technology at SXSW. . Artificial intelligence was one emerging technology that everyone at SXSW was talking about. ReviewTrackers is all in on this particular technology trend.

Astea Infographic: Keeping Pace with Service Technology


Service companies face vital decisions in all stages of technology procurement that can have profound results post-implementation. Questions like ‘Should we purchase all our technology solutions from one vendor, or should we select best-of-breed solutions and integrate them?

Lead People Not Technology: Interacting to Succeed

Michelli Experience

Technology First? The interviewer inquired, “Isn’t a lot of leadership success today simply a matter of choosing the right technology before your competitors do?” They survey for trends, and they find tools – many of which come from technology – to position their people, products, and processes for success.”. Great technology in the hands of a misaligned workforce or applied to the wrong opportunity is worthless.

How Does Technology Impact the Customer Experience?

Win the Customer

To innovate and get ahead of competitors and market trends, it’s critical for customer experience leaders to continually evaluate their vision of customer experience and perceive potential technologies that could accelerate the ability to deliver exceptional service experiences.

Speech Analytics: Changing the Game for Contact Center Technology


Despite this, many contact centers are still struggling to find practical uses, and/or measure the ROI of the technology. The post Speech Analytics: Changing the Game for Contact Center Technology appeared first on inContact Blog.

Be Warned! Technology Isn’t Everything

Beyond Philosophy

But many others look to technology. But technology alone is never the answer. Digital technology can enhance the customer experience. Technology can help, but it’s no substitute for truly caring about your customers. Case Study: Enhance Your CX with This Technology.

Audi City and Progress Through Technology


Using technology to meld together the virtual experience with the showroom experience is an area where many manufacturers are spending time. We saw that in last week’s blog when Karl Schlicht spoke of what Toyota is doing with this in Europe.

Hot New Contact Center Technology in Early 2017


New technologies for a new era. The contact center space is rapidly evolving, due to a range of exciting new technologies that will significantly alter the industry in the near future.

Providing Support to Technologically Challenged Customers

Provide Support

Providing support to technologically challenged customers. As the technology continues to change and advance at an extremely rapid rate, we all in customer support have to deal with people who find themselves being challenged by new methods and updated technology.

How Technology Contributes to Customer Experience

Win the Customer

Technology can enhance many aspects of customer experience, but most companies […]. Technology By being proactive, a company can dazzle its customers with great service. The biggest payoffs often come from providing information and setting expectations.

New Technology: Leadership Is Essential

Brad Cleveland

New technologies are not passive — to get good results, they must be implemented with foresight and good planning. The purpose of any new technology should be to support the governing principles and mission of your organization.

Zebra Technologies Expands Global Customer Service With inContact


Zebra Technology manufactures and sells computer printing technologies for a variety of sectors, all over the world. Call Center Architect, Zebra Technologies. Zebra Technologies began with the Asia Pacific region, then the European office.

Blockchain Fever: The Potential And Challenges Of Blockchain Technology 

Forrester's Customer Insights

In last week’s episode of Forrester’s What It Means podcast, Principal Analyst Martha Bennett disentangles the hype from the reality of blockchain technology — and provides a passionate perspective on blockchain’s potential as an economic engine. blockchain business technology (BT) chief information officer (CIO) financial services networking podcast security & risk technology

The Magic Intersection of Employee Engagement and Customer Satisfaction, and How Technology Can Support It


Editor’s note: This post is a snippet of an article originally published on Engagement Strategies Media. Read the full article. In a perfect world, actively engaged employees deliver your brand promise each and every day.

Selecting an Emerging Technology? Let Forrester Help You With Our New Technology Portfolio

Forrester's Customer Insights

A new crop of emerging technology stands poised to unleash another cycle of raised consumer expectations, changing behaviors, and disruption. application development & delivery architecture & technology strategy business technology (BT) low-code platforms vendor selectionThe stakes for business leaders are high — a wrong investment could put your firm out of business; make the right move and you’ll vault over your competitors. Which tech should you bet on?

Amazon introduces Just Walk Out technology in its new no-checkout-required retail concept


A combination of technologies (they say, the same ones used in self driving cars) are used to notice what you pick up and what you put in your cart or back. The post Amazon introduces Just Walk Out technology in its new no-checkout-required retail concept appeared first on Storyminers.

6 Keys to Successful Contact Center Technology Change Management


Success Depends On More Than Just Technology. You’re implementing a new technology solution – great! Hopefully with these tips – combined with your awesome new technology platform and your amazing project team – will set you up for success for your next change or implementation. The post 6 Keys to Successful Contact Center Technology Change Management appeared first on inContact Blog. Change is hard. As humans we are creatures of habit.

Amazon introduces Just Walk Out technology in its new no-checkout-required retail concept


A combination of technologies (they say, the same ones used in self driving cars) are used to notice what you pick up and what you put in your cart or back. The post Amazon introduces Just Walk Out technology in its new no-checkout-required retail concept appeared first on Storyminers.

6 Technology Trends Shaping Digital Transformation

Tricia Morris

Digital transformation, as defined by Constellation Research, is “the methodology in which organizations transform and create new business models and culture with digital technologies.” Blog Enterprise Technology” And these new business models, says Constellation Founder and Principal Analyst Ray Wang, are creating a winner.

How Analytics Technology is Changing the Contact Center


Fortunately, new technologies now provide intuitive functionality for harnessing the power of these customer voices. The post How Analytics Technology is Changing the Contact Center appeared first on Calabrio. The contact center as profit driver: it keeps popping up on lists of top business trends for 2016. Surveys show 3 in 4 organizations now view the contact center as a key differentiator—no longer just a cost center.

Top 10 Technologies for Customer Experience

Customer Interactions

Forbes just published Louis Columbus’s list of the Top 10 Technologies for Customer Experience. These and other insights are based on Gartner’s recent webinar The Top 10 Strategic Technologies for the Customer Experience

Retail Technology: Building a Better Customer Experience


As retailers face these new challenges, they’re shifting priorities and implementing technologies to help them better understand their customers and meet growing demands.

Incorporate Technology Effectively in Your Contact Center – Your Agents will Thank You


If you follow customer service trends then you know that technology continues to blur the line between digital and physical customer experiences. Unfortunately, “happy agents coupled with the advanced technology makes for happy customers” just doesn’t roll off the tongue as well.

The Enterprise Marketing Technology Landscape - Simplified

Forrester's Customer Insights

We've all seen comprehensive diagrams featuring hundreds of vendor logos across multiple marketing technology categories. So, when tasked with mapping the technologies required to deliver contextual marketing, I decided to simplify things. enterprise marketing technology.

Case Study: Enhance Your CX With This Technology

Beyond Philosophy

That’s the goal of Carnival Corporation’s new Ocean Medallion technology , a wearable device that will debut on the Regal Princess cruise ship later this year. Like all data, though, wearable technology has its limitations.

11 Ways Avaya Technology can Improve Veterans’ Healthcare


Staffs believe mobility and technology can help deliver better care. 40% of those surveyed said they could eliminate 11%-30% of office visits through mobile health technologies such as remote monitoring, email or text messaging.

Retailer's Guide to Beacon Technology


With the power to drastically enhance the customer experience , beacon technology offers a lot of potential to retailers.

How does technology support the CX core competencies?

CallidusCloud CX

With the recent release of the Temkin Group report, The Four CX Core Competencies , I started thinking about how technology could be applied to strengthen and support these competencies. Using technology to do it simply makes it easier and more consistent.

Digital Store Technologies Take the Stage For Both Customer and Associate Experience.

Forrester's Customer Insights

It’s the combination of original retail theater – entertainment, novelty, and engagement – with digital technologies and services to create the next level of in-store experience.

Technology Is Raising the Customer Service Standard and Creating Overwhelming Customer Loyalty

Win the Customer

Innovation in technology is raising the customer service standard and we''re just beginning to see its impact in the customer experience. Customer Experience Customer Service Technology

Getting the Most from Call Recording Technology

Customer Interactions

Ben Knieff of AITE Group shares his view on how Real-Time Authentication can help contact centers get the most from their call recordings

Scaling Customer Success: Technology vs. Headcount


Cash-flow and funding can limit headcount for many early-stage SaaS companies, and at the outset, the Customer Success function often falls upon a team of one.

3 Technology Keys to Boost Your Customer Service Efforts

Win the Customer

Like many aspects of business, customer service is an ever-evolving part of everyday operations that is constantly changed by developments in technology. Call Center Customer Experience Customer Service TechnologyCustomer expectations have changed in the information age, and many businesses are falling behind – Fonolo reports that only 26 percent of consumers had a positive response when asked if they thought customer […].

The Best Managed Contact Centers: #8 — They Leverage Technology to Support and Further Their Mission

Brad Cleveland

New technologies are not passive — they are changing customer expectations, causing reallocations of resources, creating power shifts in organizations, and changing the responsibilities of agents and managers.

Avaya at GITEX 2017: See What You Can Make with the Latest Technology


One thing you can be sure of about Avaya at GITEX 2017 Technology Week: We will stand out from the crowd. Often, this approach means we take technology in completely unexpected directions. Technology has the power to transform—depending on what you want to make with it.

Ensuring a Successful Go-Live Launch for Your Call Center Technology


You and your project team have poured hours into the design and implementation of your new call center technology platform, and the big day has finally arrived – Go-Live. The post Ensuring a Successful Go-Live Launch for Your Call Center Technology appeared first on inContact Blog.

Emotion Powers Technology Adoption

Think Customers

It’s unquestionable that consumers become emotionally attached to certain devices and technologies.

Making Sense of the 2017 Marketing Technology Landscape


Today, technology has infiltrated every facet of the marketing world. From content marketing to email marketing to the customer experience , technology is playing a central role. Digital Marketing