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

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

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. You need to consider the impact of organizational data-sharing, system-wide integration and third-party customization. Do not prioritize innovation at all (3%).

Call Center 47

Call Center 2017 Innovation Contact Center 47

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

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

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

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

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

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

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. Every business is threatened.

Customer Success 59

Customer Success 2017 Innovation Technology 59

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

Natalie Petouhof

SEPTEMBER 12, 2018

” If you are wondering how AI can move the needle on the metrics you get measured on every day, below is a short guide on how to get the best business results when considering AI as part of your Customer Service strategy. Implementing technology without strategy makes us do the wrong things faster ! MIT Sloan and BCG Study, 2017.

Customer Service 89

Customer Service E Commerce Average Handle Time Metrics 89

Michelli Experience

MARCH 21, 2017

Starbucks has also embraced digital technology swiftly and leveraged mobile technology successfully. 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.

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. Likewise in automotive.

Culture 65

Culture Automotive B2C Social Media 65

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

ClientSuccess

AUGUST 30, 2018

As a customer success leader with over 30 years of experience in the technology industry, Carine brought her story of dedication, personalization, and resiliency to the CS100 Summit stage and discussed how an organization-wide culture of customer-focused success is key for innovative companies to thrive in today’s marketplace.

Presentation 40

Presentation Leadership Customer Success 2017 40

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

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

Oracle

DECEMBER 17, 2020

Episode 4 was all about our communities, the constituent experience in the public sector, and how digital technologies enable all teams to connect in safe, scalable, and personal ways. This annual report recognizes cities using technology to better serve citizens — including new challenges brought about by the pandemic.

Government 52

Government Banking 2020 E-support 52

Avaya

NOVEMBER 2, 2017

I highlighted how Avaya is extending our reach in contact centers with chatbot and artificial intelligence technologies. Some are developed within Avaya, some via acquisition, and some via third-party integrated technologies. Digital transformation—DX—is directly tied to the current huge focus on improving customer experiences.

Customer Experience 57

Customer Experience Contact Center Sports Social Media 57

SaleMove

DECEMBER 17, 2018

By 2021, 15% of all customer service interactions will be completely handled by AI,” says Olive Huang, a VP at Gartner. 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.

2028 45

2028 Customer Service Call Center Social Media 45

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. Likewise in automotive.

Culture 40

Culture Automotive B2C Social Media 40

ClientSuccess

APRIL 17, 2019

You will learn two models (Inside Customer Success & Enterprise Customer Success). Who should own customer engagement activities. Prior to founding Customer Imperative in 2017, Jay spent over 15 years in the B2B SaaS / software space. About the Presenter.

Webinar 45

Webinar Customer Success B2B Demo 45

SaleMove

DECEMBER 17, 2018

By 2021, 15% of all customer service interactions will be completely handled by AI,” says Olive Huang, a VP at Gartner. 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.

2028 40

2028 Customer Service Call Center Social Media 40

ClientSuccess

APRIL 17, 2019

You will learn two models (Inside Customer Success & Enterprise Customer Success). Who should own customer engagement activities. Prior to founding Customer Imperative in 2017, Jay spent over 15 years in the B2B SaaS / software space. About the Presenter.

Webinar 40

Webinar Customer Success B2B Demo 40

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

Storyminers

MARCH 29, 2017

Have you used voice search in your business to improve your customer’s experience yet? The technology it takes so support voice search is readily available. Read the Chain Store Age article March 23, 2017 by Deena M. The answer is probably yes if you’ve got an Amazon Echo or a smart phone. It’s not expensive either. Amato-McCoy.

Entertainment 53

Entertainment 2017 Technology Article 53

Storyminers

MARCH 29, 2017

Have you used voice search in your business to improve your customer’s experience yet? The technology it takes so support voice search is readily available. Read the Chain Store Age article March 23, 2017 by Deena M. The answer is probably yes if you’ve got an Amazon Echo or a smart phone. It’s not expensive either. Amato-McCoy.

Entertainment 53

Entertainment 2017 Technology Article 53

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. If a vendor shows a canned demo, it might be an indication that the technology is not flexible or easy to customize.

Contact Center 54

Contact Center Demo Omnichannel Multi-Channel 54

CXApp

DECEMBER 5, 2017

Voice assistant devices like Amazon Echo (Alexa), Siri, Google Assistant (Google Home), and Microsoft’s Cortana are revolutionizing both customer engagements and product interactions. Smart reply technology and voice-activated assistants, like the ones mentioned above, are emerging technologies that are picking up steam, rapidly.

Customer Experience 40

Customer Experience Multi-Channel Wireless Entertainment 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. There is no shortage of software and services companies, including Avaya, that are investing significantly in the field of chatbot technology for contact centers applications. Contact us.

Contact Center 62

Contact Center 2017 Customers Customer Satisfaction 62

Avaya

JUNE 28, 2017

We are excited to embrace bots, AI and even IoT, especially if these technologies can improve our customer and agent experiences.”. Companies today are mostly competing on customer experience. Many contact center decision makers are realizing that just upgrading technology will not suffice in this transformational era.

Contact Center 49

Contact Center Call Center Innovation Technology 49