ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company. Contact Customers on their Preferred Channel.

Contact Center 44

Contact Center Customer Engagement Blog Engagement 44

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.

2017 76

2017 Social Media Technology Events 76

ShepHyken

MAY 15, 2017

If you don’t subscribe to his blog, you should. Pitney Bowes Updates Communicate for Personalized Customer Engagement by Dom Nicastro. CMSWire) Pitney Bowes took another step towards shaking off its postage meters legacy today with the release of new enhancements to its Communicate customer engagement technology suite.

2017 69

2017 Article Customer Service Airlines 69

Calabrio

JANUARY 19, 2017

At Calabrio, we know that to achieve those goals, successful companies are constantly analyzing what is and is not resonating with customers and driving those insights back into the business. Companies Will Deploy Employee Engagement Practices Geared Toward Millennials. Engaged employees = #customerengagement.

2017 59

2017 Customer Satisfaction Brands Contact Center 59

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. The current Covid-19 pandemic has dramatically affected operations, forcing businesses to realign their focus towards online customer engagement. Since everything is automated, brands don’t need to worry about not being available to their customers.

Social Media 53

Social Media Blog ROI Brands 53

Think Customers

FEBRUARY 17, 2015

According to The Economist Intelligence Unit, mobile is expected to be the prevailing channel used by younger bank customers in the next five years. Meanwhile, Gartner predicts that by 2017, mobile commerce will represent half of all digital commerce revenue in the U.S. 1to1Media.com/weblog.

Customer Engagement 101

Customer Engagement Engagement 2017 Banking 101

Avaya

JUNE 26, 2017

That’s why we’re so excited to be demonstrating, educating and collaborating at Call Center Week, the world’s largest Customer Experience event, taking place this week at The Mirage in Las Vegas. The post Avaya Makes Innovation Easy at Call Center Week 2017 appeared first on Avaya Connected Blog. Learn more about CCW.

Call Center 47

Call Center 2017 Innovation Contact Center 47

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. We’ve been attending this Dubai-based mega-event since 2005 and every year we design our show presence from scratch, to provide fresh and unique info to our customers and partners who invest time in visiting us.

2017 43

2017 Technology 2005 Telecommunications 43

CloudCherry

FEBRUARY 26, 2019

In this blog, we will discuss the key highlights of this report. More firms choose to adopt analytics to increase customer acquisition: ‘Increasing customer acquisition and targeting’ is the top driver that encourages organizations to adopt measurement and analytics, with 57% of respondents opting for it.

2018 256

2018 2014 Measurement Retail 256

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. We’ve updated it for 2017. 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).

Customer Experience 59

Customer Experience 2016 2017 Wireless 59

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? Published on: January 12, 2017. Author: Pauline Ashenden As we move into 2017, now is a good time to review last year and use the insight to plan for the future. Find out what they are in this blog post. Share this page on: Tweet.

2016 59

2016 Customer Service 2017 Contact Center 59

Grade.us

JULY 18, 2017

If you’re ready to take that next step, there’s still time before the end of 2017. Digimarcon Asia Pacific 2017 Dates: September 20th-21st. Link: Digimarcon Asia Pacific 2017. November: Internet Summit 2017 Dates: November 15th-16th. Link: Internet Summit 2017. This is the big leagues now.

2017 38

2017 Events Presentation Advertising 38

Provide Support

JANUARY 7, 2019

A complete system redesign made it possible to add new functionality and start working on major upgrades which will help to improve live chat customer experience and increase customer engagement and customer support team productivity. © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2019.

2018 40

2018 2003 2017 2019 40

OpinionLab

DECEMBER 18, 2018

over 2017 to $7.9 billion according to Adobe , results could have been even higher if online retailers addressed key issues that are creating poor customer experiences. This article was originally posted on the Verint blog. While Cyber Monday 2018 was a huge success for online retailers, with U.S. sales jumping 19.7%

2018 60

2018 Retail 2017 Consumers 60

OpinionLab

DECEMBER 18, 2018

over 2017 to $7.9 billion according to Adobe , results could have been even higher if online retailers addressed key issues that are creating poor customer experiences. This article was originally posted on the Verint blog. While Cyber Monday 2018 was a huge success for online retailers, with U.S. sales jumping 19.7%

2018 60

2018 Retail 2017 Consumers 60

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. appeared first on NICE inContact Blog.

Contact Center 67

Contact Center Consumers Net Promoter Score 2018 67

Provide Support

FEBRUARY 21, 2017

I hope they would help you unlock its full potential and enjoy a greater rate of customer engagement.(.). © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2017. Read more. Permalink | No comment.

2003 40

2003 2017 Books Customer Satisfaction 40

Avaya

MAY 16, 2019

In just over two years since O-Bank launched, its digital-native model and outstanding service has won it a series of prestigious awards, including being named Most Innovative Digital Business Model by Gartner in its 2017 Financial Services Eye on Innovation Awards for the Asia Pacific region. 80% of its customers are under the age of 40.

Banking 59

Banking Contact Center 2017 Financial 59

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. appeared first on NICE inContact Blog.

Contact Center 54

Contact Center Consumers Net Promoter Score 2018 54

Storyminers

JANUARY 12, 2017

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. We’ve updated it for 2017. 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).

Customer Experience 68

Customer Experience 2017 2016 Wireless 68

Optimove

OCTOBER 24, 2019

Think about marketing professionals from lastminute.com, ZEE5, Carbon38, Groupe Dynamite, MyTheresa, GlassesUSA, Lifesum, Rebecca Taylor, DVF, Culture Trip, and Talkspace gathering and answering burning questions, such as how to create value for every customer, always? How to win with long-term customer engagement?

Presentation 53

Presentation 2015 2017 2018 53

Storyminers

JANUARY 12, 2017

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. We’ve updated it for 2017. 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).

Customer Experience 55

Customer Experience 2017 2016 Wireless 55

Avaya

MAY 31, 2017

Consider the customer engagement or contact center industry as it’s commonly known. We have signed more than 1,100 customer contracts since the chapter 11 filing through March 31, 2017. IDC recently observed that 2017 will be a landmark year for digital transformation. It will just happen. points ahead of the No.

Contact Center 81

Contact Center 2017 Omnichannel Communication 81

Avaya

DECEMBER 18, 2018

Avaya’s mission-critical Customer Engagement technology, which supports the North American Aerospace Defense Command (NORAD) Operations Center at Peterson Air Force Base, helps volunteers carefully monitor Santa’s travels and ensure his safety using radar, satellites, planes, and Santa Cams strategically positioned worldwide.

Contact Center 80

Contact Center Travel Government Airlines 80

PeopleMetrics

DECEMBER 9, 2016

No company used a completely scientific approach; nor did any company fully connect with customers in a thoughtful, compelling way. To compare the surveys, we objectively evaluated 15 survey elements covering areas such as information quality, customer engagement, and branding cues. Poor customer listening.

Retail 64

Retail 2016 Metrics 2017 64

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!) That’s a lot of data, and it all drives the customer communications experience that the CMO is responsible for. 2017, we’re ready for you.

Technology 74

Technology Marketing 2017 Social Media 74

Amity

FEBRUARY 27, 2017

To continue the CSoT (Customer Success of Things) blog series and as we onboard 2017 with new resolutions to transform our habits, let’s keep in mind our digital transformation context and take a Darwinian look at the role of customer success to facilitate this exciting evolution.

Customer Success 59

Customer Success 2017 Innovation Technology 59

ClientSuccess

AUGUST 30, 2018

As an executive with a strong focus in customer experiences, Carine’s professional outlook was substantially impacted by her battle with cancer, which resulted in years of treatment and chemo. I’ve learned not to waste time on bad people or on bad experiences,” she said at the 2017 CS100 Summit. Learn more and register today.

Presentation 40

Presentation Leadership Customer Success 2017 40

transcosmos Information Systems

JANUARY 5, 2017

Statistics on e-commerce business for 2017 and beyond remain strong. In digital commerce, customers are like taking a leap of faith, doing business with people whom they only see online. So if you’re a retailer, you might want to spend some time going over this ultimate checklist for your e-commerce customers.

E Commerce 87

E Commerce E-support Social Media 2017 87

Provide Support

SEPTEMBER 20, 2017

Writing new customer welcome letters promotes friendly exchanges with the customer, and it sets the tone for subsequent communications with the customer. It also fosters customer engagement. © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2017. Read more.

2003 30

2003 2017 Blog Customers 30

BirdEye

NOVEMBER 20, 2023

We’re living in an era of customer engagement, where every delighted client can become your best marketer. This strategy transforms satisfied customers into brand champions who actively refer new business. When customers have a recommendation from a friend, they are 4x more likely to make a purchase. Let’s dive in.

E Commerce 62

E Commerce Marketing Multi-Channel E-support 62

Avaya

APRIL 3, 2017

I recently attended the 2017 MoNage conference, which focused on the Age of Messaging over the Net—a phrase coined by the founder Jeff Pulver. According to Accenture’s 2016 study “Digital Disconnect in Customer Engagement” in 2016, 83% of customers prefer dealing with human beings over digital channels to solve customer services issues.

Customer Journey Mapping 58

Customer Journey Mapping Customer Journey Contact Center 2016 58

CustomerSuccessBox

DECEMBER 6, 2021

Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding. In this blog, we bring you to a few of those Customer Success leaders, our very own mentors, and popularly known influencers. Lincoln Murphy.

2022 52

2022 Customer Success 2021 Consulting 52

Alida

SEPTEMBER 22, 2016

Start by clearly defining what your company stands for, developing an understanding of how customers engage with your brand and prioritizing lasting emotional connections with consumers. RELATED STORIES: Finding power in feedback: How Alliant Energy drives award-winning customer experience [blog post].

2016 267

2016 Innovation Marketing Insights 267

Michelli Experience

MARCH 21, 2017

At a recent investors meeting, McDonald’s announced that it will be launching mobile order and mobile pay in the fourth quarter of 2017 in every one of its 14,000 restaurants in the USA. Please see my blog title Are You Up for the Human/Tech Challenge?)

2017 81

2017 Financial Books Consulting 81

Strativity

APRIL 10, 2018

He was Director of Customer Experience at Ericsson and spent 8 years as Head of Consulting and Research at Beyond Philosophy. He is the author of Customer Experience Management Rebooted (2017). Strativity is a global leading consultancy in customer experience and Culture Design www.strativity.com.

Culture 65

Culture Automotive B2C Social Media 65

Avaya

SEPTEMBER 23, 2016

Thanks to our heritage in emergency services communications, our close relationship with BT, and the solution we have created, Avaya is in a very strong position to help the services meet the October 2017 deadline. The post Preparing for the eCall Directive in the UK appeared first on Avaya Connected Blog.

Multi-Channel 77

Multi-Channel Events 2017 Government 77