Why Technology Won’t Help You Understand Your Customers

C3Centricity

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! The latest technology is not going to make up for your lack of thinking!

Enhancing Remote Maintenance using Visual Technology

TechSee

Adding a visual element to these remote maintenance technologies will take the effectiveness of field service organizations to the next level, in terms of both preventative and corrective procedures. The post Enhancing Remote Maintenance using Visual Technology appeared first on TechSee.

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Wearables: Technology on the Rise

QuestionPro Audience

The wearable technology market is growing at a rapid pace, with 1 in 5 Americans owning a wearable tech device. This technology encourages wearers to be more engaged in their health and lifestyle choices. New wearable technology on the market such as K’Track Glucose may change that.

Embracing Technology in CX

MaritzCX

Regardless of the industry you operate in, or size and maturity of your business, organizations across the board are being forced to adapt to rapidly changing digital technologies.

Customer Context at the Speed of the Conversation

Reliable communications are mission critical - leading companies are tapping into cloud technology by moving to an omnichannel contact center that lowers costs, plus streamlines IT support processes and the management of hosted software and infrastructure.

Embracing Technology in CX

MaritzCX

Regardless of the industry you operate in, or size and maturity of your business, organizations across the board are being forced to adapt to rapidly changing digital technologies.

Wearable Technology on the Rise!

QuestionPro Audience

What is Wearable Technology? Wearable technology encourages wearers to be more engaged in their health and lifestyle choices. With obesity being a global epidemic, doctors were particularly excited by this technology because it encouraged wearers to be more active.

Technology – Panacea or Tool?

Michelli Experience

Recently I had a conversation with a brilliant IT professional who repeatedly referenced the “limitless possibilities” of technology. His zeal and enthusiasm for all things technology made him well-suited for his specialty but as we talked, it became increasingly clear that he lacked similar respect for the importance of understanding human behavior. In fact, at one point he suggested that “technology will help clean up all the ills of humankind.”.

Tools 109

3 Ways Digital Twin Technology is Transforming Customer Support

TechSee

Field tech support has already begun merging the digital and physical worlds by utilizing immersive technologies – such as augmented reality (AR), mixed reality (MR) or virtual reality (VR) – to manipulate real-life objects.

MaritzCX: Leader in Customer Experience Technology

MaritzCX

For the third year in a row, MaritzCX received the highest rank for a Customer Experience (CX) technology and research firm from the American Marketing Association (AMA) in its annual Top 50 Report of U.S.

Building Your Customer Education Brand: Using Customer Champions to Drive Widespread Program Adoption

Speaker: Natasha Husein, Product Marketing Manager, Clever

When you’re building a Customer Education program, your efforts will largely focus on content creation and strategy. In the midst of that development, it’s easy to overlook another core component of your program: marketing. In this webinar, Natasha Husein, Product Marketing Manager at classroom learning technology company, Clever, will present her strategy for branding Clever Academy, and creating customer champions that drive widespread program adoption across its broad user base.

Understanding Conversational AI Technology

Interactions

From better customer experience, to reduced operational costs, to improved agent experience, these technologies can transform your business in so many ways. The employees were skeptical and baffled that a technology could hold so much promise. . Technology

2 Innovative Technologies Guaranteed to Reduce Your Truck Rolls

TechSee

Solution: Two New Technology Trends. Utilizing both advanced data analytics and innovative AR remote assistance technology yields a highly efficient solution for customer service operations that directly reduces the need for truck rolls. The Truck Roll Challenge.

Audi City and Progress Through Technology

MaritzCX

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.

How Marketers Can Benefit From More Than Technology: Modern Marketing

C3Centricity

Some say California is the centre of internet marketing; the San Francisco area for technology and San Diego for marketing. The post How Marketers Can Benefit From More Than Technology: Modern Marketing appeared first on c3centricity.

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

Desktop Metal granted seminal Separable Supports patents for its metal 3D printing technology

Experience Matters

Desktop Metal announced today it has been granted seminal patents by the United States Patent and Trademark Office for its Separable Supports technology which enables 3D printing of large, complex parts through metal sintering and the removal of metal support structures by hand.

The Technology Industry NPS® Benchmarks

CustomerGauge

The technology industry has been continuously disrupting and leading markets when it comes to innovations and customer experience. When it comes to customer loyalty and retention, the technology sector scores an […].

NPS 112

Is Your Customer Experience Technology Helpful or Creepy?

Experience Investigators by 360Connext

Location-based apps were another year’s IT technology. The technology itself becomes secondary to the purpose. Will they find your customer experience technology helpful, or creepy? SXSW: Customer Experience Technology.

5 Ways Technology Can Improve Your Customer Satisfaction Rates

Kayako

With the use of technology on the rise, the customer experience landscape has changed forever. Technology is what got your customers to start feeling this way, and it is also the solution to giving them the best experience possible.

The Recruiting Crossword Puzzle

Test your recruiter-brain with this crossword puzzle, which reveals the best ways to move forward in your efforts with every answer!

5 Ways to Leverage Technology to Reduce Call Center Costs

NICE inContact

Product Marketing Manager, discusses call center agent costs and how technology can be used to manage and mitigate these costs. In this video, the next in our series on Transforming Customer Experiences, Glen Remy, Sr.

In A Crisis, People Want Dependable Technology

Forrester's Customer Insights

Cutting-edge takes a back seat to reliability during the pandemic. Yet innovation still has its place.

Astea Partners with YASH Technologies

Astea

Astea Partners with YASH Technologies to Help Service Providers Derive Maximum Value from the Alliance Enterprise™ Solution. We at YASH Technologies have always focused on ensuring real business outcomes for our customers, thereby helping them drive value and success.

Seven technologies to improve customer service in SMBs

NewVoiceMedia

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.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Trends in Rail Technology

Connective DX

However, this technology brings a new challenge: threats to cybersecurity present an issue that rail companies must address. In the freight rail industry, automation technology has provided a pathway to improve railway inspection processes.

Trends in Rail Technology

Lenati

However, this technology brings a new challenge: threats to cybersecurity present an issue that rail companies must address. In the freight rail industry, automation technology has provided a pathway to improve railway inspection processes.

Self-Service in the Modern Call Center: Key Considerations for Technology and Strategy

NICE inContact

With technology’s rapid evolution, convenience and self-service from decades ago don’t quite measure up to today’s expectations. The days where a simple IVR system did the trick are long-gone. Today’s consumers want more convenience — and they’ll take their business elsewhere to get it.

Identify the Right Technology to Support Customer Experience Programs

Centriam Customer Experience Lab

Scott Brinker's most recent Marketing Technology Landscape famously touts 5,381 different software solutions. This bewilderment is further fanned by aggressive marketing and an alphabet soup of technology acronyms. So which technology should you turn to improve your customer experience? Software choices are obviously growing, but this abundance of choice fuels confusion. Do you need a CCCM, a DMH, an EFM, or a CEM? Customer Experience Analytics

Why B2B Contact and Account Data Management Is Critical to Your ROI

64% of successful data-driven marketers say improving data quality is the most challenging obstacle to achieving success. Given data’s direct impact on marketing campaigns, reporting, and sales follow up, maintaining an accurate and consistent database is a top priority for B2B organizations. This latest eBook aims to help marketing leaders understand the impact of data management on their company’s ROI.

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 Technology Drives Customer Expectations of Service

Astea

In this post from Astea’s Managing Director – Asia Pacific Steve Scott, see how innovation creates demand in today’s information revolution—and how your company can use technology to be proactive about growing your business and exceeding customer expectations of service.

Self-Service in the Modern Call Center: Key Considerations for Technology and Strategy

NICE inContact

With technology’s rapid evolution, convenience and self-service from decades ago don’t quite measure up to today’s expectations. The days where a simple IVR system did the trick are long-gone. Today’s consumers want more convenience — and they’ll take their business elsewhere to get it.

How To Scale Service Design: Technology

Kerry Bodine

By the end, I saw four major areas in which the discipline of service design needs to focus in order to be able to scale: technology, ubiquity, coaching, and delivery. In today’s post, I’ll talk about technology. We must also move beyond just talking about existing technology.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Technology is the Enabler not the Disruptor (So Stop Using it as an Excuse)

C3Centricity

I was giving a talk earlier this month in which I mentioned that technology is an enabler not a disruptor of business today. During the presentation at BPW I talked about the fact that technology is seen as the disruptor in business today, but it isn’t.

Technology to Improve Your Customer Experience Outcomes

Astea

Technology-enabled customer experience improvements represent the best ways to set yourself apart, according to a recent Astea-sponsored report from Field Technologies. This differentiation includes making such smart investments in customer service technologies as: Mobile solutions.

“Mastering Customer Experience” from Field Technologies

Astea

In this Astea-sponsored special report from Field Technologies, your company will learn about the 5 Essential Technologies for Mastering Customer Experience. The post “Mastering Customer Experience” from Field Technologies appeared first on Astea.

Starting Research On Ambient Technologies And Experiences

Forrester's Customer Insights

There’s a growing set of technologies that sense or control the ambient physical world beyond our screens. Smartphones have geopositioning receivers, gyroscopes, compasses, and barometric pressure sensors so that they can sense location, movement, and weather.

3 Mistakes Organizations Make While Developing ABM Programs

While B2B research suggests organizations are thriving through successful ABM programs, getting just one campaign off the ground is more difficult than it seems. From building an account universe to understanding to orchestrating sales and marketing alignment around touchpoint and messaging, there are a number of variables to consider before launching a program.