Retently

MARCH 29, 2023

From implementing innovative features to perfecting the customer experience, today we’ll share the secret ingredients that make Tesla so special. Tesla brings innovation When you drive a Tesla, your concept of what a car should be is irrevocably shaken. They attach a deep emotional connection to the brand.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

What are some of the customer experience trends we’ll see through the end of 2017 and into 2018? Understanding how a customer feels means really listening to them, observing their behavior and connecting emotionally. Instead, they care about convenience, connections and compassion. Customer Experience Teams Grow Up.

Net Promoter Score 244

Net Promoter Score 2017 Banking Metrics 244

Experience Investigators by 360Connext

OCTOBER 4, 2017

Jeannie Walters (@jeanniecw) October 4, 2017. Who is listening to them and encouraging them to innovate around service? All leaders should feel very connected to the voice of the customer. Both customer service and CX leaders play a role in connecting the executive team to the actual experience. Embrace the tension.

Customer Service 181

Customer Service 2017 Social Media Innovation 181

Avaya

OCTOBER 2, 2017

One thing you can be sure of about Avaya at GITEX 2017 Technology Week: We will stand out from the crowd. Some of the leading players in Europe are defining the way forward here, coming up with new and innovative ways to expand horizontally into new ventures. We look forward to seeing you there.

2017 43

2017 Technology 2005 Telecommunications 43

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.

2017 40

2017 Customer Engagement Engagement Contact Center 40

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. Customers want you to know them.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

Storyminers

JUNE 3, 2022

We’ve updated it for 2017. 2017 Answer. 2017 will be the year of smarter customer experiences. Have at least one customer value creation metric in your measurement mix to stay connected to what your customers care about most. Can you tell us how you got into CX and why you find the space so interesting?

Customer Experience 59

Customer Experience 2016 2017 Wireless 59

Provide Support

MARCH 14, 2018

Digital innovation has transformed today’s business world: it has changed business environment and performance, as well as the whole landscape of customer choice. © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2018. Read more. Permalink | No comment.

2003 54

2003 2017 2018 Blog 54

Avaya

MAY 16, 2019

We want to offer the most innovative and convenient customer experience,” says Becky Yang, Head of Customer Service at O-Bank. The post All-Digital O-Bank Succeeds Without Brick-and-Mortar Branches appeared first on Avaya Connected Blog. It takes just 10 minutes. “We Avaya is helping us do that.”.

Banking 59

Banking Contact Center 2017 Financial 59

NICE inContact

AUGUST 23, 2019

In a professional setting, they prefer texting, digital messaging apps, and emailing over talking in person ( Forbes , 2017 ). The attention span of Millennials is estimated to be 12 seconds, and only eight seconds for Gen-Z ( Forbes , 2017 ). Ironically, while both generations can be difficult to engage, they are always connected.

Contact Center 55

Contact Center Management 2017 2010 55

NICE inContact

AUGUST 23, 2019

In a professional setting, they prefer texting, digital messaging apps, and emailing over talking in person ( Forbes , 2017 ). The attention span of Millennials is estimated to be 12 seconds, and only eight seconds for Gen-Z ( Forbes , 2017 ). Ironically, while both generations can be difficult to engage, they are always connected.

Contact Center 54

Contact Center Management 2017 2010 54

ShepHyken

AUGUST 4, 2017

A customized digital experience is your opportunity to connect with the customer as an individual. . The above contributors will all be speakers at the 4 th Annual Digital Customer Experience Strategies Summit at the Fairmont Chicago, IL September 19-20, 2017.

Customer Experience 75

Customer Experience Blog Social Media 2017 75

Avaya

MAY 31, 2017

For the contact center industry, it’s doubly impactful because not only do contact center companies need to transform themselves, they need to be innovating to enable all their customers and partners to transform as well. We have signed more than 1,100 customer contracts since the chapter 11 filing through March 31, 2017.

Contact Center 81

Contact Center 2017 Omnichannel Communication 81

Storyminers

JANUARY 12, 2017

We’ve updated it for 2017. 2017 Answer. 2017 will be the year of smarter customer experiences. Have at least one customer value creation metric in your measurement mix to stay connected to what your customers care about most. Can you tell us how you got into CX and why you find the space so interesting?

Customer Experience 68

Customer Experience 2017 2016 Wireless 68

Avaya

OCTOBER 31, 2016

In a 2011 webinar, Gartner Research Vice President Laura McLellan boldly said that by 2017, the CMO would spend more on IT than the CIO. Now that we’re just shy of 2017 (how time flies!) This is why we’re now seeing more forward-thinking companies innovating the role of CMO to work alongside the CIO and other collaborative players.

Technology 74

Technology Marketing 2017 Social Media 74

ViiBE Blog

FEBRUARY 18, 2020

77% of customers admit a willingness to switch brands more readily than in previous years, and 61% report that they did change brands or providers for at least one service in 2017. This genuine connection is fostered by a strong customer-centred culture. Integrate human-centered innovations. Integrate human-centered innovations.

Exceptional Customer Service 52

Exceptional Customer Service Loyalty 2017 Employee Experience 52

Avaya

NOVEMBER 2, 2017

Digital transformation continues to inform and change how we all connect and interact. Enterprises understand the need, as reflected in Nemertes Research 2017-18 Digital Transformation Study , where they found that 75% of enterprises have or are planning a digital transformation strategy.

Customer Experience 57

Customer Experience Contact Center Sports Social Media 57

Storyminers

JANUARY 12, 2017

We’ve updated it for 2017. 2017 Answer. 2017 will be the year of smarter customer experiences. Have at least one customer value creation metric in your measurement mix to stay connected to what your customers care about most. Can you tell us how you got into CX and why you find the space so interesting?

Customer Experience 55

Customer Experience 2017 2016 Wireless 55

Avaya

MAY 31, 2018

By developing new platforms and working with innovative Partners, we have succeeded in merging historical and real-time customer-related data, derived from any channel of communication, to make an instantaneous real-time understanding of sentiment. This partnership follows our 2017 release of Avaya Oceana 3.4 Connect program.

Contact Center 42

Contact Center Effort Score 2017 Measurement 42

Avaya

APRIL 27, 2017

But this May 22-25, when you arrive in Orlando for the 2017 ICMI Contact Center Expo and Conference , we think you’ll be heading for what we like to call the second happiest place on earth. Each year, contact center executives gather for a few days of education on the latest innovations designed to ensure customers have a great experience.

Contact Center 54

Contact Center Demo Omnichannel Multi-Channel 54

Team HGS

FEBRUARY 6, 2018

Over the course of the year, we’ll dedicate a blog post to each of these CX game changers. According to Dimension Data’s global contact center benchmarking report, digital interactions accounted for over 42% of all interactions taking place inside the contact center in the beginning of 2017. Here, we dissect CX Trend No.10:

2018 45

2018 White Paper 2014 Contact Center 45

Strativity

NOVEMBER 8, 2017

JIM TIERNEY, LOYALTY360, NOVEMBER 07, 2017. That was part of the message from Jason Burnham, Principal, Communications & Design, Innovation Lead, Strativity on Monday during his session titled, “ Designing Purposeful Brand Experiences ,” at the first-ever Customer Expo. “The Connect me with a genuine brand. Inspire me.

Loyalty 45

Loyalty Brands Customer Centricity Culture 45

Second to None

FEBRUARY 4, 2020

You can access the piece by clicking here , or by reading below: This piece was originally published by PRNewswire on September 12, 2017. Nearly 3 in 10 (29 percent) of respondents try products based on online recommendations and reviews, seeking answers from blogs and social media posts alongside online product reviews and loyalty apps.

Customer Journey 48

Customer Journey 2013 Retail Apparel 48

CX Journey

MARCH 7, 2018

It appeared on their blog on October 18, 2017. to the left) My response was: “That’s a blog post on its own! These employees willingly go the extra mile, work with passion, and feel a profound connection to their company. They are the people who will drive innovation and move your business forward.”

Engagement 52

Engagement 2017 Feedback Innovation 52

Maru Group

FEBRUARY 15, 2021

The use of meal kits is something we have been watching for some time; we first measured the use of meal kits back in 2017, and we found that 10% of Americans were current users and another 5% had tried them and stopped. Innovation in product configuration is shaping the success of brands in growth. It employs all aspects of our Feel.

Innovation 80

Innovation Consumers 2012 Brands 80

transcosmos Information Systems

JANUARY 29, 2017

Fast forward to today and you could expect more innovations coming customers’ way. Here’s how experts weigh in on customer support trends for 2017 and the not-so-distant future: . For this group, the convenience of connecting with you through live web chat and messaging apps means a lot of time and effort is saved on their end.

Social Media 85

Social Media Omnichannel 2017 Innovation 85

CX Workout - Ideas Blog

JUNE 11, 2018

The framework of innovation for what could be a potential game changer was right in front of them. 2] In another widely-read blog post, Microsoft product manager Darren Austin attributed Alexa’s broader success to “… its ability to alleviate the stresses of an overbooked life. Their dilemma wasn’t what to do—it was simply how to do it.

2017 40

2017 Innovation Technology Books 40

CX Workout - Ideas Blog

JUNE 11, 2018

The framework of innovation for what could be a potential game changer was right in front of them. 2] In another widely-read blog post, Microsoft product manager Darren Austin attributed Alexa’s broader success to “… its ability to alleviate the stresses of an overbooked life. Their dilemma wasn’t what to do—it was simply how to do it.

2017 40

2017 Innovation Technology Books 40

Avaya

JUNE 28, 2017

“How can we get our customers connected to the right information faster?”. “We These are just a few of the challenges heard around the expo floor and in the Avaya Innovation Lounge here at Call Center Week this week. We challenge ourselves to keep this idea top of mind when developing and innovating. Simplification.

Contact Center 49

Contact Center Call Center Innovation Technology 49

SaleMove

DECEMBER 17, 2018

That number might seem low, but it represents a 400% % increase from 2017. They’ll be able to spend more time with each client, to call upon their creative problem-solving skills, and truly connect with customers. FULLY MOBILE / UNTETHERED / TURBO CHARGED – COMFORTABLE, BUT CONNECTED .

2028 45

2028 Customer Service Call Center Social Media 45

CX Workout - Ideas Blog

JUNE 11, 2018

The framework of innovation for what could be a potential game changer was right in front of them. 2] In another widely-read blog post, Microsoft product manager Darren Austin attributed Alexa’s broader success to “… its ability to alleviate the stresses of an overbooked life. Their dilemma wasn’t what to do—it was simply how to do it.

2017 40

2017 Technology Innovation Books 40

Avaya

MARCH 28, 2017

I recently attended Jeff Pulver’s 2017 MoNage conference to get the latest views on chatbot usage and expectations for serving customers. We may reach a point where chatbots connected to Facebook pages and voice services via Amazon’s Alexa become the main conduit for getting information.” He probably is right. The ultimate win for all.

Contact Center 62

Contact Center 2017 Customers Customer Satisfaction 62

Clicktools

JANUARY 13, 2017

There’s a renewed emphasis on CX and it’s going to trend big through 2017. Because while new innovations, touchpoints and technologies are being added, businesses are failing to address the structural, functional and process problems that are the main culprits for customer dissatisfaction.”

E Commerce 49

E Commerce E-support 2017 Employee Experience 49

Lumoa

OCTOBER 31, 2018

Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. Much of the improvement has been driven by advancements in product innovation and digital technology. ChipRBell | blog “We will continue to struggle with the proper balance between technology and people.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

SaleMove

DECEMBER 17, 2018

That number might seem low, but it represents a 400% % increase from 2017. They’ll be able to spend more time with each client, to call upon their creative problem-solving skills, and truly connect with customers. FULLY MOBILE / UNTETHERED / TURBO CHARGED – COMFORTABLE, BUT CONNECTED .

2028 40

2028 Customer Service Call Center Social Media 40

Avaya

OCTOBER 4, 2016

Three strategies help the credit union maintain their customer centric culture: Resolve problems quickly: The managed service provider used its extensive toolbox of innovative diagnostics and expertise to trace the problem to a Local Access Carrier issue and an internal server not rebooted in 900 days.

Customer Service 45

Customer Service Contact Center Banking Call Center 45

Avaya

MARCH 1, 2017

Last year we strengthened our partnership with the San Jose Earthquakes and deployed a new and improved version of the Avaya Stadium mobile app and fortified the in-stadium Wi-Fi for reliable connectivity across 6,000 concurrent users. For 2017, we’re digitizing the sports experience by going ticketless! And Now We’re Three….

Sports 49

Sports Social Media 2017 Engagement 49