Avaya

SEPTEMBER 30, 2016

Next week is IP Expo, one of the UK’s main business technology events. One of the key themes of the show is Artificial Intelligence, something that shouldn’t really be a surprise considering the technology is fast becoming a reality in the enterprise, with chatbots, predictive intelligence and robot PAs.

2017 76

2017 Social Media Technology Events 76

ShepHyken

MARCH 9, 2018

However, businesses should ensure that web chat is one of the communication channels offered, as it instantly connects a visitor to a representative in real-time. This type of technology is still very juvenile and even the top tech giants such as Facebook were receiving high failure rates during 2017. Human vs Bot.

2018 75

2018 Blog Customer Service 2017 75

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.

2017 48

2017 Competitive Advantage Social Media Customer Centricity 48

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. Insight technologies that deliver personalization and predictive analytics. Shep Hyken.

Blog 80

Blog Omnichannel Social Media Retail 80

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 ”. What’s really required is a platform like Zelp that can connect both these use-cases.

Blog 75

Blog Social Media Healthcare 2017 75

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.

2016 111

2016 2017 Customer Experience Social Media 111

Clarabridge

MARCH 1, 2017

Miami will be hotter than ever when C3 2017 begins in just two months. Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. Presentations of upcoming developments in Clarabridge’ s cutting-edge technology. If that sounds interesting, keep an eye on this blog.

2017 49

2017 Workshop Events Customer Experience Professionals 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. 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 61

2017 Customer Engagement Engagement Contact Center 61

Avaya

JUNE 27, 2017

Technology is no longer part of the guest experience; it is the guest experience. Overall, two-thirds say they have a better hotel experience when brands leverage the latest technologies. Overall, two-thirds say they have a better hotel experience when brands leverage the latest technologies.

2017 53

2017 Hospitality Guest Experience Hotels 53

ShepHyken

SEPTEMBER 7, 2018

Our data showed that out of the areas that vendors tend to focus on (namely, website, marketing collateral, case studies, blog, and product demos), only product demos are found reliably trustworthy by buyers, with 81% saying they’re more trustworthy. This is a problem for vendors. Which works, because… Buyers do trust their peers.

Blog 81

Blog Demo 2018 Reference 81

Eptica

FEBRUARY 1, 2017

Date: Wednesday, February 1, 2017 Why technology needs to support the human element of CX. Published on: February 01, 2017. Author: Guest author: Régine Vanheems 3 questions to Régine Vanheems, co-founder of the Observatoire du Cross-Canal et du Commerce Connected.

Technology 58

Technology Multi-Channel 2017 Consumers 58

Clarabridge

MARCH 1, 2017

Miami will be hotter than ever when C3 2017 begins in just two months. Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. Presentations of upcoming developments in Clarabridge’ s cutting-edge technology. If that sounds interesting, keep an eye on this blog.

2017 40

2017 Workshop Events Customer Experience Professionals 40

Clarabridge

MARCH 1, 2017

Miami will be hotter than ever when C3 2017 begins in just two months. Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. Presentations of upcoming developments in Clarabridge’ s cutting-edge technology. If that sounds interesting, keep an eye on this blog.

2017 40

2017 Workshop Events Customer Experience Professionals 40

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!) If you think back (even as recently as 10 years ago), organizations didn’t use much marketing technology in order to achieve their objectives.

Technology 74

Technology Marketing 2017 Social Media 74

ShepHyken

JUNE 2, 2017

The larger an organization becomes, the harder it is to stay connected. They’re now orchestrating connected customer conversations (video) that adapt to customer needs, rather than simply pushing products they’d like to sell. We’ve effectively become the victims of our own success.

Blog 75

Blog Wireless Call Center 2017 75

Stella Connect

JUNE 5, 2017

Suzanne will explain how to use social media and online ratings and reviews, along with traditional methods of connecting with customers, to better understand your brand. Quiq empowers agents to forge connections and solve problems quickly while managers monitor conversations in real time. Celika Caldwell. Salesforce.

Call Center 40

Call Center 2017 Contact Center Chief Customer Officer 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. 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

NICE inContact

MARCH 23, 2017

And, since the need for customer support has never been higher than in 2017, it’s unlikely that improvements are going to slow down anytime soon. So with that said, what does 2017 hold for the customer experience? In 2017, it’s unthinkable to have a contact center architecture that is inflexible and not versatile.

Contact Center 52

Contact Center 2017 Customer Experience Customers 52

Calabrio

JANUARY 19, 2017

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. While customer engagement keeps its place as a top priority, in 2017, companies will broaden their focus to include employee engagement, particularly for Millennials.

2017 59

2017 Customer Satisfaction Brands Contact Center 59

Avaya

JUNE 26, 2017

Whatever the answer, you must begin considering how next-gen technologies like IoT, AI and virtual reality can transform the CX and create unique new revenue opportunities. The post Avaya Makes Innovation Easy at Call Center Week 2017 appeared first on Avaya Connected Blog. Do not prioritize innovation at all (3%).

Call Center 47

Call Center 2017 Innovation Contact Center 47

Retently

MARCH 29, 2023

In his blog post, he wrote: “So, in short, the master plan is: Build a sport car Use that money to build an affordable car Use that money to build an even more affordable car While doing above, also provide zero emission electric power generation options” The company had a vision and a long-term goal from the start.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

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 experience is also impacted by the human connection experienced when purchasing tickets and merchandise.

Sports 50

Sports Technology Engagement 2001 50

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

Clarabridge

MAY 4, 2017

Coming off of the heels of a noteworthy first day and a night of ‘getting into the groove’ with an eighties cover band at LIV Nightclub, Day 2 of Clarabridge Customer Connections (C3) Conference did not disappoint! The post Inspiring Customer Service Excellence: Recapping Day 2 and Wrapping Up C3 2017 appeared first on Clarabridge.

2017 45

2017 Customer Service Social Media Guest Experience 45

Comm100

MAY 31, 2023

Since 2017, postsecondary enrollment in the US has fallen by 9%. They must start looking at new marketing strategies to increase enrollment, adopting the latest technologies and better understanding what today’s students really want. This first-hand, in-person experience can really help to create connections.

Marketing 72

Marketing Financial Advertising Social Media 72

Storyminers

JUNE 3, 2022

We’ve updated it for 2017. 2016 will be the year that technology will (finally) let us put humans first again. Brands that employ predictive analytics to serve their customers will leap ahead of those that adopt the technology just to sell more. 2017 Answer. 2017 will be the year of smarter customer experiences.

Customer Experience 59

Customer Experience 2016 2017 Wireless 59

John Paul

JULY 26, 2018

Because of this, technology has remained been behind-the-scenes. Those who embrace this technological momentum are able to differentiate themselves from the competition, and empower their teams to provide a superior customer experience. Here are five specific technologies that will change the concierge landscape this year.

2018 45

2018 Technology Hospitality Hotels 45

Talkdesk

OCTOBER 16, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Now, with new technologies, companies are seeing that every voice interaction is a new opportunity.

2017 40

2017 Contact Center Call Center Customer Centricity 40

Eptica

AUGUST 23, 2017

Date: Wednesday, August 23, 2017 Instant messaging and customer experience in Asia. Published on: August 23, 2017. Permanent link When you end a phone call or chat session, the connection ends, and the history of the conversation disappears. How to build a business case for a CX technology project.

Customer Experience 100

Customer Experience Social Media 2017 Transportation 100

Customer Bliss

JUNE 15, 2017

This is a complex, far-ranging topic and we’re only going to cover it in a brief blog post (although I do speak often about collaboration in books and speeches), but I wanted to touch on some recent research and thought leadership around collaboration. I wanted to take a second to talk about collaboration within CCO work.

Competitive Advantage 187

Competitive Advantage 2017 Leadership Books 187

NICE inContact

AUGUST 23, 2019

Both generations are tech-savvy, but each rely on technology differently. 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 ).

Contact Center 55

Contact Center Management 2017 2010 55

NICE inContact

AUGUST 23, 2019

Both generations are tech-savvy, but each rely on technology differently. 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 ).

Contact Center 54

Contact Center Management 2017 2010 54

Optimove

JANUARY 6, 2022

After all, to do retention properly, and at scales almost as large as a highway billboard, marketers had to wait for the right technology to arrive. (it and this is where we say that, actually, scaling segmentation isn’t such a headache, if you got the right technology, ahem ahem). it has, in case you’re wondering).

Loyalty Programs 98

Loyalty Programs Advertising Loyalty 2017 98

ShepHyken

AUGUST 4, 2017

A customized digital experience is your opportunity to connect with the customer as an individual. . The continual advancement of digital technology is nothing new, yet providing an outstanding customer experience is now becoming more impossible to do without incorporating the latest digital elements into it. into a seamless process.

Customer Experience 75

Customer Experience Blog Social Media 2017 75

Optimove

OCTOBER 24, 2019

How to create the perfect alignment between the brand, the customer, and your technology? Over the next few weeks, we will dissect and import a lot of insights from next week’s event here, on Optimove’s blog. Recap: Optimove Connect 2018. Recap: Optimove Connect 2017. Recap: Optimove Connect 2017.

Presentation 53

Presentation 2015 2017 2018 53

ClearAction

OCTOBER 1, 2018

That’s exciting, yet the future of customer experience management (CXM) is calling out for significant shifts beyond the trends and forces in technology, socio-economics and competitive environments. The future is urgently calling for us to shift to company-wide alignment with CX. Here’s why: CXM Status Quo. ” 5. .”

Customer Experience 63

Customer Experience 2017 ROI 2018 63

Optimove

JUNE 20, 2019

One of my first orders of business was to evaluate our marketing technologies and decide which we should keep, which to drop, and which to bring on board. I believe many marketers feel this way; we’ve taken the term ‘MarTech stack’ too literally, collecting technologies into a pile, allowing each device to exist in its own silo.

2019 111

2019 2018 2014 2017 111