Experience Matters

OCTOBER 3, 2017

Here are links to download different versions of the infographic: Infographic: in.jpg format, in.pdf format 18″ x 24″ poster: in.jpg format, in.pdf format This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.”

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Beyond Philosophy

DECEMBER 25, 2017

So, celebrate your successes for 2017 but prepare for new challenges in 2018. As the hustle and bustle of 2017 come to a close, here is a list of our top ten Customer Experience concepts to get your new year off to an emotionally engaging start. The post Not To Be Missed: The Best Of 2017 appeared first on.

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CustomerGauge

JANUARY 6, 2017

Following the success of our 20 Customer Experience Influencers to Follow in 2017 article, we decided to prepare you for your Net Promoter Score & Customer Service success. The post The Top 15 NPS & Customer Service Thought Leaders to Follow in 2017 appeared first on CustomerGauge.

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eGain Blogs

OCTOBER 4, 2017

Here are a couple of key findings from Forrester about 2017 versus 2016: Losses were broader and deeper than gains. If you are free on Dec 5, 2017, join us in Chicago at our Digital+AI Day. The post Mixed feelings on 2017 CX Day! appeared first on eGain Blog. appeared first on eGain Blog.

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Bob Hayes

DECEMBER 17, 2017

All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. I did my part this year to spread interest in analytics to more people.

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Bob Hayes

DECEMBER 20, 2018

All of my top blog posts of 2018 (most reads) are all related to data science, with posts that address the practice of data science, artificial intelligence and machine learning tools and methods that are commonly used and even a post on the problems with the Net Promoter Score claims. Click image to enlarge. Click image to enlarge.

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ShepHyken

APRIL 24, 2017

2017 Customer Service Expectations Survey by Gladly. My Comment: Our friends at Gladly have released their 2017 Customer Expectations Survey. Forbes) While attending CES 2017 in Las Vegas, I spent a lot of time meandering around slot machines looking for meeting rooms, restaurants and taxi stands. ” (Thank you, Fonolo!)

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eGain Blogs

OCTOBER 4, 2017

Here are a couple of key findings from Forrester about 2017 versus 2016: Losses were broader and deeper than gains. If you are free on Dec 5, 2017, join us in Chicago at our Digital+AI Day. The post Mixed feelings on 2017 CX Day! appeared first on eGain Blog. appeared first on eGain Blog.

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Experience Matters

APRIL 4, 2017

We released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. As a follow-up, we published blog posts that examine the results for each of the 20 industries. Here’s a link to FAQ’s about the Ratings.

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ShepHyken

SEPTEMBER 21, 2018

.’ – (Source: American Express Customer Service Barometer 2017). Customers tell an average of 15 people about a poor service experience , versus the 11 people they’ll tell about a good experience.’ – (Source: American Express Customer Service Barometer 2017). ‘ The post Guest Blog: Which Road Is Your Customer Experience On?

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Beyond Philosophy

JANUARY 16, 2017

Help make 2017 a great year for your customers too. The post Ensure 2017 Is YOUR Year: 3 critical things to avoid! Moreover, that inbox will empty, almost as fast as the rum drink in your glass was just a few days ago! What mistakes would you add to the list? Let us know in the comments below. appeared first on.

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Bold360

JANUARY 19, 2017

We love her recent blog on what CX will look like in 2017. Chip recently chatted with us about focusing on real-time analytics for 2017. Dennis has a ton of great content on his blog including video tutorials on the fundamentals of great customer service. Check out his popular blog, Customer Experience Matters.

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Bob Hayes

DECEMBER 17, 2017

All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. I did my part this year to spread interest in analytics to more people.

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2017 White Paper Blog Competitive Advantage 40

Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

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IntouchInsight

JANUARY 11, 2018

Thank you for all of the views, clicks, shares and likes in 2017! We have lots of exciting new content in store for you in 2018 - but before we get to that, we wanted to take a moment to reflect on some highlights from 2017.

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ShepHyken

MARCH 9, 2018

Gartner also reported that by 2020, 72% of customer interactions will involve an emerging technology such as machine-learning applications, chatbots or mobile messaging, up from 11% in 2017. This type of technology is still very juvenile and even the top tech giants such as Facebook were receiving high failure rates during 2017.

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Beyond Philosophy

FEBRUARY 6, 2017

The post The Happiest Way to Spend Your Money in 2017 appeared first on. Colin is an international author of five bestselling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

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ShepHyken

JUNE 28, 2019

Gartner estimates that by 2021, 15 percent of all customer service interactions will be completely handled by AI, an increase of 400 percent from 2017. The post Guest Blog: “Zhuzhing Up” Humans in the Contact Center appeared first on Shep Hyken. Read Shep’s latest Forbes article: Five Ways To Motivate Your Customer Service Team.

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transcosmos Information Systems

DECEMBER 27, 2016

Cutting-edge technologies will continue to dominate in 2017. Without further ado, here are the top IT trends for 2017 that are likely to impact in varied ways those in the business and tech sectors: The Rise of the Bots. This means more efficiency and faster turnaround time for technology-based tasks.

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Avaya

SEPTEMBER 30, 2016

In fact, according to a new research commissioned by the organisers of IP Expo, 37% of respondents believe that AI will be a main technology focus for businesses in 2017. The post Artificial Intelligence in 2017: the Next Step for Enterprises? appeared first on Avaya Connected Blog.

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eGain Blogs

MAY 10, 2017

We are pleased to inform you that eGain just debuted in the Gartner CRM Customer Engagement Center Magic Quadrant (CEC MQ) for 2017, appearing as a “Niche Player”. The post eGain debuts in the 2017 CRM Customer Engagement Center Magic Quadrant appeared first on eGain Blog. eGain is no stranger to the magic quadrant.

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ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. The post Guest Blog: Technology Trends That Will Govern the CX Landscape appeared first on Shep Hyken. Shep Hyken.

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Government Technology Blog 2017 88

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? It entices me to imagine what awaits us in 2017 for customer service.

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Clicktools

JANUARY 6, 2017

We’ve reached the end of the first week of 2017, which means it’s time to look into my magic ball and see the future. Here are five topics likely to headline 2017. 2017 will truly be a mobile-first year. The post CX Predictions and Tips for 2017 appeared first on Clicktools. Mind the millennials.

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Bold360

FEBRUARY 23, 2017

The financial services industry is changing and developing at a ferocious pace, and 2017 is expected to be a year of growth, at least for those companies able to provide their customers with access to the best technology available to assist them throughout their online journey. Seeking Seamless Customer Service for Financial Industries.

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ShepHyken

DECEMBER 15, 2017

Read Shep’s latest Forbes Article: Top Ten Business Books For 2017. The post Guest Blog: Voice of the Customer Begins with Voice of the Employee appeared first on Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

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Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! Here’s our list of the best articles from last year to help you understand the trends and show how you can provide an amazing customer experience in 2017.

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ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. The post Guest Blog: Don’t Waste My Precious Time appeared first on Shep Hyken. Shep Hyken.

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ShepHyken

JUNE 15, 2018

In a recent press release, Gartner estimated that “ 25% of customer service and support operations will integrate virtual customer assistant or chatbot technology across engagement channels by 2020, up from less than two percent in 2017 ”. These numbers are staggering. But how exactly does one get onboard with this trend?

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Clarabridge

MARCH 1, 2017

Miami will be hotter than ever when C3 2017 begins in just two months. If that sounds interesting, keep an eye on this blog. Over the coming weeks, we’ll be providing a sneak peek at the speakers and topics that we will be featuring in our C3 2017 sessions. But of course, it’s not all about the sessions! Lisa holds a B.A.

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ijgolding

OCTOBER 2, 2017

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. Check out posts from other bloggers at the blog carnival. On the 3rd October 2017, the world will once again celebrate CX Day.

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Team HGS

JUNE 14, 2017

2017 Trend 3: The Beginning of Channel Guidance. Over the next few months, we’ll dedicate a blog to each of these CX game changers. Wed, 06/14/2017 - 16:54. Posted by Parikshit (PK) Kalra , Senior Vice President of Solutions and Capabilities. Here we dissect CX Trend No. LEAVE A COMMENT. Customer Experience.

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NICE inContact

JANUARY 19, 2017

We’ve managed to top ourselves again by bringing to inContact’s user conference (ICUC) at NICE Interactions 2017 one of the hottest celebrities on the scene – Alec Baldwin! Register today for ICUC 2017 at NICE Interactions, for a once in a lifetime opportunity to hear Alec discuss his life and career! Learn more.

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Provide Support

MAY 9, 2017

In our blog we also published series of articles on this topic. © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2017. Every year customer service experts publish their lists of trends, share their predictions and provide useful tips for improving your company’s customer service experience.

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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. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

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Avaya

SEPTEMBER 15, 2016

Beginning in 2017, Avaya and IAUG will come together to host their first truly joint event. Additionally, the event will be held in February, earlier in the year than past events—making Avaya ENGAGE 2017 not only one of the largest industry events, but one of the year’s first. This collaboration is more than an event.

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NICE inContact

DECEMBER 19, 2017

NICE inContact’s blog keeps you up to date on the hottest contact center trends – but with 3-4 posts a week, it may be hard to get to it all! I have put together a list of the “must reads” for 2017 leading into the new year that could help with your 2018 planning. Drive Revenue with Great Customer Experience, 2017 – Forrester Research.

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