ReviewTrackers

OCTOBER 3, 2017

Innovation was the highlight at last week’s 2017 SHSMD Connections, the annual conference for healthcare marketing, public relations and communications, and strategic planning professionals. Here’s what we learned: How to Innovate. Creative Development. Concept Approval. Media Plan. Metrics Tracking. Practice Sharing.

2017 56

2017 Connections Healthcare ROI 56

NICE inContact

MAY 12, 2017

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. In 2017, it became increasingly clear that tracking a customer’s journey needs to be part of a broader corporate imperative to coordinate marketing, selling, service and customer care.

Contact Center 48

Contact Center 2017 Connections 2020 48

Avaya

JUNE 26, 2017

Innovation: perhaps no other word has been so stressed over the last decade as the pressure mounts for brands to evolve, adapt and grow. Today, innovation is not just an opportunity, it’s a necessity. Consider that only 10% claim to innovate , and only 5% feel they’ve mastered digital to a point of competitive differentiation.

Call Center 47

Call Center 2017 Innovation Contact Center 47

Customer Bliss

JUNE 20, 2017

With creativity, passion and award-winning know-how, Jackie supports service-orientated organizations and helps to improve their guest experience through innovation, engagement, and empowerment. The first several months included this foundational research, including some innovative research on co-creation programs with customers.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

TechSee

FEBRUARY 19, 2019

This year’s theme, “Intelligent Connectivity,” focuses on highly contextualized and personalized experiences , delivered when and where customers want them. From conversational commerce to crowdsourced design, eye-level interactions with customers are at the heart of the next wave of customer experience innovations. Who’s there?

2019 95

2019 Innovation Telecommunications Events 95

Oracle

NOVEMBER 27, 2019

Modern retailers understand this new omnichannel reality and are adopting retail innovation strategies to meet shoppers wherever they are — and on whatever device they choose. Fast-food restaurants may get even faster thanks to retail innovation in customer service tech. Revolutionizing the drive-thru experience. The future of retail.

Retail 74

Retail Innovation 2019 Multi-Channel 74

TechSee

NOVEMBER 20, 2017

The Facebook bot count hit 100,000 in April 2017 only a year after the initial Facebook bot announcement. 48% of consumers would rather connect with a company via live chat than any other mean of contact. The post Customer Service Innovation — How Chatbots are Evolving appeared first on Techsee.

Innovation 117

Innovation Customer Service 2016 Consumers 117

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

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

ShepHyken

DECEMBER 18, 2017

The Customer Experience Effect: A Look at We Learned in 2017 and What’s Ahead by Liliana Petrova. Good examples to get us thinking about how to better connect with our customers. The post 5 Top Customer Service Articles For the Week of December 18, 2017 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

2017 79

2017 Article Customer Service Customer Journey Mapping 79

Avaya

JUNE 27, 2017

That’s exactly why HITEC 2017 exists. As the world’s largest hospitality technology show, HITEC brings together thousands of hospitality leaders across dozens of countries to learn, collaborate and connect in a dynamic setting. The post HITEC 2017 is Happening Now: What You Need to Know appeared first on Avaya Connected Blog.

2017 53

2017 Hospitality Guest Experience Hotels 53

Storyminers

JANUARY 24, 2017

This article appeared first January 10, 2017 at SharpenCX.com. Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. How do you expect customer expectations to change in 2017? What’s the most important thing contact center managers should prepare for in 2017?

Contact Center 53

Contact Center 2017 Brands Hospitality 53

Customer Alignment

DECEMBER 18, 2017

As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. 2017 promised such a lot. From what we can see, most of the efforts and focus in 2017 have been on beginning to ‘listen’ to customers and naturally act upon this information. What did we hear, what did we see?

2017 45

2017 2018 Chief Customer Officer NPS 45

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

ShepHyken

JANUARY 30, 2017

Media Post) The digital economy has driven innovation and created new channels and profit centers, but organizations that look at technology to totally displace human interaction are misguided, according to a study. The problem is that it’s tough to make an emotional connection during an online experience. . Follow on Twitter: @Hyken.

2017 81

2017 Article Customer Service Airlines 81

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

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

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

Method:CRM

OCTOBER 29, 2018

Join Method:CRM at QuickBooks Connect San Jose for a fireside chat on “The Technology Empowered Accountant: Building a Profitable Technology Stack.” ” As the CRM industry leader for QuickBooks integration , Method has always helped accountants deliver innovative tech solutions to their clients. Featured Guests.

Connections 40

Connections 2014 2018 Consulting 40

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). Getting buy-in on CX initiatives from executives can be an impossible task when they can’t clearly connect the dots to see a return on their investment. . Read her full bio here.

Webinar 186

Webinar 2017 Financial Measurement 186

AskNicely

NOVEMBER 28, 2017

The AskNicely development team, now numbering a dozen innovative minds, is constantly delivering new feature enhancements, UI improvements and general fixes to our 15,000+ users at more than 1,000 organizations. The post New Feature Round-Up – November 2017 appeared first on Net Promoter Score from AskNicely. up to date.

2017 60

2017 Net Promoter Score NPS Feedback 60

Oracle

AUGUST 14, 2018

In 2017, Oracle partnered with SoftBank to connect Pepper with Oracle Service Cloud and Oracle Commerce Cloud. This collaboration allows Oracle and SoftBank to explore new, innovative ways for businesses to engage and assist customers, and learn from the data collected.

Retail 174

Retail 2017 Travel Demo 174

TechSee

MAY 15, 2018

All eyes were on the smart home market in 2017. While the connected home market is growing steadily, it certainly has not exploded. In fact, according to PwC’s 2017 consumer study of the IoT and the connected home, while 81% of consumers are aware of smart technology, only 26% actually own a smart device.

Marketing 111

Marketing Wireless 2017 2016 111

CSM Magazine

FEBRUARY 28, 2024

It’s been a long and fascinating journey of growth, innovation, and an unwavering commitment to putting people first. From day one, the goal was clear – solve problems for customers and agents by leveraging technology in innovative ways. How did we get here? When I came on board, Sabio was still a small UK-based operation.

Leadership 52

Leadership 2024 Innovation 2017 52

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

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

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). Getting buy-in on CX initiatives from executives can be an impossible task when they can’t clearly connect the dots to see a return on their investment. . Read her full bio here.

Webinar 150

Webinar 2017 Financial Measurement 150

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). Getting buy-in on CX initiatives from executives can be an impossible task when they can’t clearly connect the dots to see a return on their investment. . Read her full bio here.

Webinar 150

Webinar 2017 Financial 2018 150

Totango

OCTOBER 12, 2017

Thousands of technology and services practitioners gather to learn about current trends, see the latest innovations, and engage with the best and brightest minds technology has to offer! Check out the attendee guide , connect via the app, and join the conversation on twitter #TSW17 @TSIACommunity. Planning to attend?

Connections 69

Connections Demo Technology Innovation 69

Storyminers

JANUARY 24, 2017

This article appeared first January 10, 2017 at SharpenCX.com. Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. How do you expect customer expectations to change in 2017? What’s the most important thing contact center managers should prepare for in 2017?

Contact Center 34

Contact Center 2017 Brands Hospitality 34

TechSee

JANUARY 23, 2018

This demand has spurred a flood of investments and innovation in this space, delivering even smarter coffee machines. According to the Global Smart Coffee Machines Industry 2017 Market Research Report, the global smart coffee maker market is expected to grow at a CAGR of 38.81% during the period 2017-2021. Gartner, Inc.

2017 84

2017 Innovation 2014 Consumers 84

Alida

MAY 8, 2018

But most organizations have a lot of work to do, and other research, including one from Forrester, indicates growth in (CX) innovation has flatlined. The good news is the CMO Council stats suggest it’s possible to improve CX, and some companies have done it well. CMOs still don’t have a single view of the customer.

Customer Experience 173

Customer Experience 2016 2017 Leadership 173

Alida

MARCH 21, 2018

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . It’s not enough to treat the symptoms of an illness—you need to understand the cause.

ROI 252

ROI Net Promoter Score NPS Telecommunications 252

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

Customer Bliss

DECEMBER 20, 2016

Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. Her path to this role started as a software engineer. The ROI is there. as soon as you can.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

Customer Bliss

APRIL 19, 2019

Establish a Framework to Connect All Facets of Your Business. Burger King has a multitude of franchises, and Fernando has to work with these business owners and develop strong relationships so that they feel connected to the Burger King corporation. You Need To Be A Team Player At All Levels.

Guest Experience 135

Guest Experience 2013 2017 Customer Experience 135

BlueOcean

MARCH 30, 2018

It’s about the people we bring to the table and the people the vendor brings to the table connecting. Let’s make sure our stakeholders and our senior leadership have a strong connection with this partner. When these teams meet, is there a tendency towards innovation, talk of collaboration? It’s a two-way street.

Insights 184

Insights Contact Center Hospitality Culture 184