Alida

DECEMBER 1, 2016

If banks weren’t already feeling the pressure from financial technology (fintech) startups, they should be now: Fintech companies are officially mainstream. The study, released in November 2016, showed that fintech adoption is particularly high in emerging markets like China and India. Establishing a customer-centric culture.

Customer Experience 193

Customer Experience Financial Banking 2016 193

Eptica

APRIL 8, 2016

Date: Friday, April 8, 2016 Technology with the human touch. Published on: April 08, 2016. Author: Robin Tandon Technology has the power to transform how we communicate with each other, and has made huge advances over the last twenty years. Technology can help.

Technology 49

Technology Contact Center Social Media 2016 49

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals.

2017 61

2017 Customer Engagement Engagement Contact Center 61

Experience Investigators by 360Connext

FEBRUARY 23, 2015

But James was quick to point out that there are times when the auto industry has made mistakes by listening too much to customers and not anticipating the next trends in technology or elsewhere. To that end, all GM cars will have in-car wifi by the end of 2016.

Innovation 262

Innovation Consumers Social Media 2016 262

Michelli Experience

DECEMBER 30, 2015

Here are my 6 commitments for 2016, I will be asking you to share your targets at the end of this post: Show-up : Surely, you have run across people who perpetually make excuses or you’ve had interactions with those who seem to be in a constant state of “trying.” It is through “otherness” and service that we matter!

2016 45

2016 2001 Social Media Books 45

Tricia Morris

JANUARY 29, 2016

Their command and fluidity with technology and how they use it to be creative and collaborate with peers to create and do great things inspires this technology veteran every day. Let’s take a step back for a second and forget about breaking blocks and crafting recipes and define the term customer engagement.

Customer Engagement 71

Customer Engagement Engagement Travel Advertising 71

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals.

2017 40

2017 Customer Engagement Engagement Contact Center 40

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals.

2017 40

2017 Customer Engagement Engagement Contact Center 40

SurveyGizmo

JULY 19, 2018

  Despite 60 percent of global chief customer officers confirming CX-related initiatives are proven revenue drivers, however, nearly 90 percent have yet to make their vision actionable, according to a 2016 PwC study.  How technology enhances a CX strategy.   That’s where technology come in.

Technology 65

Technology Net Promoter Score Chief Customer Officer 2016 65

CSM Magazine

SEPTEMBER 12, 2023

Zenarate serves a growing global customer base within the financial services, insurance, healthcare, telecommunications, technology, retail, and travel industries. Agents are often the only human connection brands have with their customers and prospects. . The company recorded 153% year-over-year enterprise client growth.

Telecommunications 59

Telecommunications Marketing Contact Center Insurance 59

Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event.

Omnichannel 40

Omnichannel Connections 2016 Contact Center 40

Alida

JULY 28, 2016

To learn more about this topic, join us at the 2016 Customer Intelligence Summit , where Lauren Meewes, senior program manager of seller at eBay, and Catherine Makk, vice president of global insights at HarperCollins, will share how to use customer feedback to give context and meaning to big data.

2010 160

2010 Social Media 2016 2013 160

Storyminers

JUNE 3, 2022

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience). 2016 Answer.

Customer Experience 59

Customer Experience 2016 2017 Wireless 59

Avaya

JUNE 1, 2017

Undoubtedly, technology is shaping the modern fan experience. But to advance and future-proof these experiences for teams and stadium operators, they need to be tied to the latest and greatest technology. Customer Experiences that Get You to and Through the Gate. Technology impacts more than just the fans.

Sports 50

Sports Technology Engagement 2001 50

Michelli Experience

MARCH 11, 2016

Mobile technology has reached unprecedented levels on innovation. In 2016, mobile marketing will be a must-have by many businesses. Everyday mobile users have come to expect higher forms of engagement, and they’re pushing the smartphone’s technological progress in an interesting direction. Six: The Numbers Don’t Lie.

Technology 56

Technology Marketing Loyalty Programs Multi-Channel 56

TechSee

MAY 1, 2018

AI is revolutionizing the way utilities operate, optimize and provide service to their customers. The utilities industry is shifting from a highly traditional, regulation-driven environment to a technology-driven, sophisticated marketplace.

2016 132

2016 2017 Call Center ROI 132

Think Customers

MAY 18, 2016

Conference season in the marketing technology world is in full swing and this week was IBM's turn to dazzle marketers. IBM Amplify--the company's key conference for marketing, sales, e-commerce, and merchandising--had many positive points but was ultimately underwhelming.

E Commerce 53

E Commerce 2016 Blog Marketing 53

Eptica

NOVEMBER 23, 2016

Date: Wednesday, November 23, 2016 Why you need to take a customer-centric view of digital transformation. Published on: November 23, 2016. Customers want the ability to switch between channels during their journey. Digital first projects tend to be run by a digital team, separate from other parts of the business.

Customer Centricity 73

Customer Centricity 2016 Touchpoint Customer Experience Management 73

Eptica

OCTOBER 12, 2016

Date: Wednesday, October 12, 2016 Is it really time for your company to embrace chatbots? Published on: October 12, 2016. Author: Pauline Ashenden One of the most talked about current trends in customer experience is the rise of chatbots , with many companies investigating using them to interact with customers on messaging apps.

2016 78

2016 Contact Center Technology Interaction 78

Tricia Morris

FEBRUARY 19, 2016

Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation. 2015 Global State of Multichannel Customer Service Report).

Customer Service 70

Customer Service 2015 2016 Contact Center 70

Eptica

MAY 25, 2016

Date: Wednesday, May 25, 2016 Mapping digital transformation in customer experience. Published on: May 25, 2016. Author: Pauline Ashenden In the fast-moving world of customer experience there is no shortage of new trends and technologies for companies to evaluate and adopt. over the course of the year.

Customer Experience 54

Customer Experience 2016 Contact Center ROI 54

Beyond Philosophy

MAY 15, 2017

With malls looking at the writing on the wall, businesses are now focused at effective customer engagement strategies. During our Customer Mirrors service we consider every interaction a customer has with a company, the emotions felt and the implications on the rest of the experience.

Social Media 133

Social Media E-support E Commerce 2016 133

Tricia Morris

OCTOBER 19, 2015

The report finds that CRM buyers are budgeting for 2016 now, and projected 2016 CRM spend will be up 22% over 2015. Read more about the success nTelos Wireless has realized in customer service here. Customer Service Maturity Yields Measurable Gains. Microsoft is Focused on the Future of Customer Service.

Wireless 89

Wireless Customer Service 2015 2016 89

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

2022 85

2022 Customer Service Omnichannel 2021 85

Eptica

NOVEMBER 18, 2016

Date: Friday, November 18, 2016 Customer Experience - disrupt or be disrupted. Published on: November 18, 2016. Author: Olivier Njamfa Whatever market they are in, organizations face a stark choice – innovate across their operations and get closer to customers or lose market share to more agile, flexible rivals.

Customer Experience 71

Customer Experience 2016 Innovation Hotels 71

Avaya

OCTOBER 7, 2016

While these channels provide customers with the information they need, the contact center remains a predominant channel for customers to seek support when they truly need something done. Despite playing such a crucial role in customer engagement, contact centers don’t always get the attention they deserve.

Contact Center 81

Contact Center Customer Experience Omnichannel 2016 81

CSM Magazine

NOVEMBER 27, 2020

Deloitte’s MD of Applied AI practice, Sherry Comes has observed , “While robotic process automation (RPA) and one-touch ordering buttons are transforming many of these tasks, they don’t always provide the most customer or worker-centric experience. Technology has been a massive enabler in that regard.”.

Insurance 98

Insurance Webinar 2006 2009 98

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Published on: January 20, 2016. Author: Robin Tandon Having recently looked back on customer experience in 2015 , what is predicted for the coming year? Will all of these predictions come to pass in 2016?

Customer Service 49

Customer Service 2016 2015 E Commerce 49

Eptica

SEPTEMBER 21, 2016

Date: Wednesday, September 21, 2016 Digital disruption in insurance – why it is all about service. Published on: September 21, 2016. Author: Chris Eideh Over the past few years we’ve seen whole industries transformed thanks to digital technology. Insurance, Mobile, Multichannel Customer Service, Self-service.

Insurance 60

Insurance Transportation 2016 Contact Center 60

Alida

JULY 11, 2018

The research team regularly flags product ideas that, based on customer feedback, have lower probability of success. In 2016, the team won an award from MRIA for best in class research initiatives for the CIBC Smart Account, along with some of its research partners including Vision Critical.

Insights 141

Insights Brands Banking ROI 141

Eptica

JUNE 1, 2016

Date: Wednesday, June 1, 2016 What is holding back chat in customer service? Published on: June 01, 2016. Author: Neil Cox Amongst consumers, chat is fast becoming a mainstream channel for customer service. In the 2016 study it again grew exponentially, to 44% of brands surveyed. Share this page on: Tweet.

Customer Service 49

Customer Service 2016 2014 Contact Center 49

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016. It found that you need to deliver high levels of service on all channels if you want to win and retain customers. 47% said they were willing to pay more for better customer service.

Customer Service 75

Customer Service Social Media 2016 Consumers 75

Kustomer

OCTOBER 28, 2022

With this in mind, brands now realize that customer service is directly tied to their revenue, and are modernizing applications. How Can You Provide Differentiated Customer Service? By ignoring customer service, brands are missing out on market share and revenue. 1) Take a True Omnichannel Approach to Modernize Customer Service.

Customer Engagement 105

Customer Engagement Engagement Omnichannel 2002 105

Eptica

DECEMBER 2, 2016

Date: Friday, December 2, 2016 Which retailers will thrive this Christmas and beyond? Published on: December 02, 2016. If you don’t have people who understand and are able to make smart decisions about the way you wield digital technology across all channels, then you’re severely limiting your chances of success.

Retail 72

Retail E Commerce 2016 Touchpoint 72

Eptica

JUNE 17, 2016

Date: Friday, June 17, 2016 Transforming the customer experience in 5 steps. Published on: June 17, 2016. Audit CX projects and technologies Once you have decided on the need within your organization and built a business case you need to see what is already in place. Share this page on: Tweet.

Customer Experience 49

Customer Experience Chief Customer Officer 2016 Contact Center 49

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

2022 63

2022 Customer Service Omnichannel 2021 63

Tricia Morris

MAY 31, 2016

Brands must approach everything they do, but especially service and engagement, with a customer experience mentality. Notes Dennis Snow, a 20-year Disney veteran and author of Lessons from the Mouse , “If you operate a contact center, the technology has to be great, but it still is about the experience.

Customer Experience 55

Customer Experience 2016 Contact Center Loyalty 55