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

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.

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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.

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.

5 Key Technologies for the Future of Digital Customer Service

NICE inContact

So, when you do integrate digital customer service technology , you’ll want to be thinking about the future of the technology, its agility and flexibility, and the development of your business. We talk a lot about “future-proofing” your business.

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.

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.

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.

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.

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

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.

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.

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.

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.

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.

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.

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

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.

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.

The Reciprocal Nature of ROI: Maximizing Value for the Customer

Speaker: Sarah Tarraf, Director of Customer Experience, Gongos & David Robbins, Account Strategist, Gongos

Despite increasing investment in new tools and technologies, executives still struggle to demonstrate their impact on the customer. Instead, we must focus on the ability of organizations to drive actionable change across the enterprise by transforming the design and delivery of experiences.

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.

NICE inContact Quality Assurance Engineering Manager on Women in Technology in Bolivia

NICE inContact

NICE inContact is a champion for diversity and inclusion in technology, and in honor of Women’s History Month and International Women’s Day on March 8th, we are showcasing some of the accomplished women in technology at NICE inContact.

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.

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

Turning Your Contact Center into a Profit Center by Leveraging Chat

Speaker: Tony Medrano, CEO of RapportBoost.ai

Technology has allowed for more instant communications, creating a new opportunity for businesses to connect with customers. Live chat as a communication channel has significantly grown in recent years as the leading digital contact method, according to J.D Power.

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.

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.

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.

Guest Blog: 5 Ways To Leverage Technology For A Better Customer Experience

ShepHyken

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. So, what part does technology play in this? How to leverage technology for a better customer experience.

Linking & Networking for a Better Agent Experience

Speaker: Jeremy Watkin, Director of Customer Experience at FCR

How these emerging technologies can improve engagement, reduce churn. If you're a contact center leader you've undoubtedly been inundated with sales people trying to get you to hop on the chatbot bandwagon. But is this the best place to burn our operational calories?

Will Technology Kill the Research Star?

Chadwick Martin Bailey

Technology Take Over: Friend or Foe? Our diverse panel agreed technology won’t obviate the insights role—but it is irrevocably changing it by forcing many researchers to re-evaluate where we can add true value to our clients. consumer insights professional development technology

“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.

5 Key Technologies for the Future of Digital Customer Service

NICE inContact

So, when you do integrate digital customer service technology , you’ll want to be thinking about the future of the technology, its agility and flexibility, and the development of your business. By priority, here are 5 key technologies for the future of digital customer service — both in line with technological developments and in terms of growing your business. The post 5 Key Technologies for the Future of Digital Customer Service appeared first on NICE inContact Blog.

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.

Fireside Chat: Lessons from "The Convenience Revolution"

Speaker: Shep Hyken, Bestselling Author & Customer Experience Expert

How to leverage cutting edge technology to make your customers' lives easier. A revolution in customer convenience is currently underway, disrupting old business models and driving rapid innovations. Customers now have raised expectations, and this trend will be accelerating in the future.

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.