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

The Technology Industry NPS® Benchmarks


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

Embracing Technology in CX


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.

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.

Getting to Iconic – How leading brands balance technology and human talent to deliver exceptional CX

Getting to Iconic – How leading brands balance technology and human talent to deliver exceptional CX. The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships.

Leveraging technology to personalize the customer experience


Treating customers as individuals is not as hard as it may seem, provided you implement the right technologies into your center to enable such personalization.

How Restaurants Leverage Technology to Increase Profits


Built specifically for restaurants, Upserve’s technology suite includes Breadcrumb Restaurant POS , online ordering, and analytics technology that makes it possible for restaurateurs to make data-backed decisions every single shift. This article is from Upserve.

Mixed Reality Design: 8 Examples of Immersive Technology Changing the Customer Experience


Reading Time: 2 minutes As technology evolves into Mixed Reality, I am reminded of the words of renowned designer Michael Bierut: “Not everything is design. The post Mixed Reality Design: 8 Examples of Immersive Technology Changing the Customer Experience appeared first on truthlab.

Technology: A Blessing & A Curse to Customer Experience Delivery

Michelli Experience

The first few phrases of the first line set a powerful stage for the book and an apt assessment of the role of technology in customer experience delivery… . “It The technology will also allow flyers to receive push notifications as to their bag’s journey through the Fly Delta mobile app.

Expert Forum: Choosing the Best Path for Transforming a Legacy Contact Center

Today’s technology leaders often are caught between a rock and a hard place. On the other side is the business’ need for technology that keeps pace with these changing demands as well as the employees who use it daily.

4 Technology Trends set to Improve Customer Experience in 2017


There's no denying the fact that customer service is critical to any business. As customers have more alternatives than ever, the businesses that win the battle of customer service gain a clear competitive advantage.

Trends 186

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.

Technology: A Blessing & A Curse to Customer Experience Delivery {Infographic}

Michelli Experience

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.

Get the Stats- Don’t Become a Tragic Customer Experience Statistic

But technology and consumer preferences change so fast. Get the Stats- Don’t Become a Tragic Customer Experience Statistic. The results are in: only 2% of customers prefer chatbots. Yet 66% of businesses plan to use a chatbot this year, with the intention to improve customer satisfaction.

Your Visual Guide to Technology Net Promoter Score® Benchmarks


We’ve compiled a publicly available list of Net Promoter Scores® from the technology industry, along with opportunities for growth in the sector based on information from our most recent infographic! Blog Featured NPS Technology Industry Infographic Net Promoter Score technology

Send in the Drones: Elevating Service in A Technology-Driven World

Michelli Experience

Have you been watching Domino’s global strategy over the recent number of years? If not, I think the pizza giant it worthy of study. Unbeknownst to many, Domino’s is an amazingly forward looking company.

Is Your Customer Experience Technology Helpful or Creepy?


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.

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.

Study: The Health of the Contact Center

jobs, the challenges they face and how technology will dictate the future of the contact center. customer issues or requests because they’re ill- equipped with technology and training. Tweet this Technology and tools are key to addressing customer. technology will.

CMTO: Integrate Marketing, CCM Technologies


In “ CMTO Agenda: The C-Suite's Newest Member Takes On Customer Experience ,” Sheldon Monteiro ( @sheldon_tm ), ‎senior VP and chief technology officer at SapientNitro, writes: “In today’s digital world, experience makes all the difference.

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.

3 Technologies Changing the Ecommerce Payments Landscape

Smarter CX

Now we’re starting to see the emergence of new technologies that aim to meet these changing needs and expectations. With technologies that are now commonplace like texting, social media, and streaming, instant gratification is the norm for younger generations.

Uplifting Service – Book Review from Technology Guru

Up Your Service

This review first posted on the technology blog: [link] ) Thank you, Daniel. The post Uplifting Service – Book Review from Technology Guru appeared first on UP Your Service. Uplifting Service book book review Technology

See the Newest Version of Astea Alliance Field Service Management Platform at Technology Services World 2018


Next week technology services professionals will be gathering in San Diego, CA for Technology Services World Expo 2018. We have long been known as the field service management technology partner of choice for Information Technology services companies.

How do enterprise technology companies simplify their products services and experiences? Part II


In this article, we are going to give a few examples of enterprise technology companies simplifying their products, services, and experiences. The post How do enterprise technology companies simplify their products services and experiences?

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?

Is Technology Your Power Core?

Customer Bliss

With a strong technology power core, you could be far along on the continuum of collecting and using customer data and feedback. Make information technology a partner in the customer mission.

Blockchain Technology 101 for Customer Experience Professionals

Smarter CX

Everywhere you turn, these buzzwords are being used constantly – all referring to a hot new technology known as blockchain. It’s becoming a massive tech movement and countless companies are not only getting on board, but also finding new, innovative ways to use blockchain technology.

New Technology Dramatically Helps CX

Beyond Philosophy

If you enjoyed this blog, you might also like: Case Study: Enhance Your CX with This Technology. The post New Technology Dramatically Helps CX appeared first on.

Customer Experience Simplicity in Technology: How Quality & Design Impact the Bottom Line


The post Customer Experience Simplicity in Technology: How Quality & Design Impact the Bottom Line appeared first on Eglobalis. What is simplicity exactly? To me, simplicity means a demonstration of features, functionalities, processes, governance and design which are really necessary.

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.

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.

Machine Learning vs Artificial Intelligence – Understanding New Business Technologies

Smarter CX

Artificial intelligence (AI) has been the stuff of science fiction for decades, yet technology is finally bringing intelligent computer systems to life. Rich Brookfield, VP of Technology at 352 Inc.

Send in the Drones: Elevating Service in A Technology-Driven World {Infographic}

Michelli Experience

5 Ways Customer Experience Technology Revolutionized Pet Care

Smarter CX

Animals may not have a voice to speak themselves, but it’s safe to assume that they’d give a “woof” or “meow” in approval of how customer experience technology has revolutionized the pet care industry.

Pokémon Go: How to Launch Experiences that Maximize Technology and Social Interaction

Michelli Experience

3) Leverage technology and interactivity – While much has been promised from augmented-reality technology, Niantic delivered an emotionally engaging experience. Let me guess, you’d like your prospective customers to learn about your products or services WITHOUT you having to invest a bundle of money in marketing! Hmm…let’s think about a recent product launch that fits that description. How about learning from the makers of Pokémon Go?

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.