Avaya

MARCH 19, 2019

This blog is authored by Phil Baumann & Hristiyana Ivanova at C3i Solutions. This blog was first published Jan 31, 2019 on the C3i Solutions blog. This blog was first published Jan 31, 2019 on the C3i Solutions blog. In 2019, social care will be the new connection to your customers.

Social Media 45

Social Media 2019 Poor Customer Service Customer Care 45

TechSee

JUNE 10, 2021

This blog challenges that status quo. The number of electronic devices connected to the Internet of Things (IoT) has skyrocketed, and the trajectory is expected to continue. Data analytics also provide a treasure trove of insights to companies who seek to improve or adapt their products. Deal with Data Analytics.

Innovation 207

Innovation 2025 Transportation Consumers 207

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Tribal Knowledge Base and blog workflow. Editor’s note: Part one can be found here.

2019 40

2019 Engagement Social Media Roadmap 40

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Tribal Knowledge Base and blog workflow. Editor’s note: Part one can be found here.

2019 40

2019 Engagement Social Media Roadmap 40

Bizagi

OCTOBER 4, 2019

We firmly believe that for companies to survive and thrive in this digital age, they need to be more Agile, Connected and Engaging. “To You also need to embrace the new nature of connected processes in the business world by incorporating a global orchestrator into your business architecture. New Features to Help You Be More CONNECTED.

Innovation 67

Innovation 2019 User Experience Connections 67

CloudCherry

FEBRUARY 26, 2019

It can also help organizations take a more informed stand on how they would like to approach analytics, based on current trends and guide them towards framing a more data-driven analytics framework for 2019. In this blog, we will discuss the key highlights of this report. Customer Analytics is gaining more maturity and sophistication.

2018 256

2018 2014 Measurement Retail 256

Pink Guava

DECEMBER 21, 2018

This is also creating a momentum for customer experience management where organisations have been working to find out what does it mean for their individual journeys when they have customers with more expectations, shorter attention spans who are intrinsically connected all the time and thus communicating more about their experiences.

2019 40

2019 Customer Experience E Commerce Social Media 40

NetBase

MARCH 27, 2020

Able to stay one step ahead of consumers, offering what they want, when they want it, ecommerce brands using social insight have early access to consumer conversation and are winning market share. Armed with Advanced AI they were able to pick up on themes and topics being discussed via blogs, forums, social media and other data sources.

Insights 52

Insights Brands Marketing 2026 52

TechSee

AUGUST 14, 2023

Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events. Jon’s thought leadership can be followed on his widely-read JAA’s Analyst Blog. Before joining HotDoc, Agnes spent 4 years at Apple.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Peter Lavers

JANUARY 30, 2019

Three key subjects from Dimension Data’s 2019 Global Customer Experience Benchmarking Report that are vital for every B2B company to take a long, hard look at itself about. I would highly recommend that you read it as it’s detailed and packed with insight in seven key aspects of the global CX landscape: CX transformation.

B2B 40

B2B 2019 Chief Customer Officer Download 40

GetFeedback

APRIL 3, 2019

We sat down with Chris Hogan from YETI to get the inside scoop on how the company uses GetFeedback to understand their customer experience and turn insights into actionable data. We also are using GetFeedback to collect insight to the Service Experience; we’ve been running this program for a few months now. YETI has a cool history.

Feedback 220

Feedback Omnichannel 2006 Interaction 220

Bold360

JANUARY 2, 2020

So for my last episode in 2019, I wanted to look back at what I’d learned from those conversations. Now, though, we’re starting to see those virtual agents connect to other systems. These systems are becoming more extensible and more connected and aren’t just a siloed system that can solve one problem. “

2019 59

2019 Virtual Agent Contact Center Connections 59

CX Workout - Ideas Blog

NOVEMBER 3, 2020

3) Little connection between the Employee Experience and Customer Experience. And why would anyone still use outdated CX/EX metrics and long, boring surveys that rarely drive actionable insights? But this information is still not enough and leaves us with very few actionable insights that can actually transform the organization.

Net Promoter Score 98

Net Promoter Score Employee Experience Customer Satisfaction Metrics 98

ClientSuccess

JULY 23, 2019

If they still have to get on the phone to get their matter addressed, they expect to get the connected to the right agent with the right information right away. The post 5 Customer Service Trends to Watch For in 2019 and Beyond appeared first on ClientSuccess.

2019 40

2019 Customer Service Social Media Multi-Channel 40

Beyond Philosophy

OCTOBER 25, 2019

Per USA Today , Airbnb has more than seven million listings in 100,000 cities as of early September 2019, and they plan to go public in 2020. They also reported revenues of over one billion in the second quarter of 2019, although there is no report on the profits. Interpersonal connections and community are essential to all of us.

Hotels 104

Hotels Travel Hospitality 2019 104

Avaya

JUNE 26, 2019

Research suggests five essential investments for navigating the contact center of the future: Effortless self-service: Gartner predicts that by 2023, customers will prefer to use speech interfaces to initiate 70% of self-service interactions, rising from 40% in 2019. communication history, conversation patterns) and characteristics (i.e.

Contact Center 63

Contact Center 2025 2019 2023 63

Optimove

OCTOBER 24, 2019

See, here’s the thing: all the above is taken from the four agendas of the 2015-2018 renditions of Optimove Connect – the premier event in Relationship Marketing – and from this year’s upcoming predecessor, PostFunnel Summit (October 28-29. Recap: Optimove Connect 2018. Recap: Optimove Connect 2017.

Presentation 53

Presentation 2015 2017 2018 53

UJET

NOVEMBER 18, 2019

2019 is coming to a close and the customer support industry is moving into the next decade. To welcome the new year, here are five predictions for 2019. The reality is, while it may be in the background, by providing automatic and instant actionable insights, AI will dramatically improve day-to-day employee work.

2020 78

2020 Contact Center 2019 Omnichannel 78

Lumoa

APRIL 4, 2023

It’s no surprise, then, that the ERP software market grew by nearly 10% in 2019 as more people realized how helpful this type of tool can be. Because this insight allows you to tailor your retention strategies to observed realities rather than projected estimations.

Customer Retention 83

Customer Retention Customer Journey Customers 2019 83

Wootric

DECEMBER 21, 2018

Last year we blogged about how Wootric prioritizes people, product and process to build products that our customers love. This further validates our initial hypothesis that CXInsight would give our customers cutting edge insight in Voice of Customer data regardless of how that data was collected. What’s next. Follow him @prabhatjha.

2018 67

2018 E Commerce E-support 2019 67

NICE inContact

AUGUST 16, 2019

Agent turn over continues to soar at over 30-45%, more than double the average of all industries ( Research, The Quality Assurance & Training Connection ). Here are some insights from a survey that we did in collaboration with ICMI to help build better agent strategies, processes and tools. But that is not where it stops.

Contact Center 62

Contact Center 2019 Webinar Interaction 62

NICE inContact

AUGUST 16, 2019

Agent turn over continues to soar at over 30-45%, more than double the average of all industries ( Research, The Quality Assurance & Training Connection ). Here are some insights from a survey that we did in collaboration with ICMI to help build better agent strategies, processes and tools. But that is not where it stops.

Contact Center 54

Contact Center 2019 Webinar Interaction 54

GetFeedback

JANUARY 12, 2020

Southwest Airlines CEO Gary Kelly explained in a 2006 blog post : Open seating has allowed us to build a highly efficient operation by keeping the time our aircraft are sitting at our gate to a minimum. Read articles including one that discussed “ the best bike pumps in 2019. ” . Aircraft on the ground don’t make money!

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

Peter Lavers

FEBRUARY 20, 2019

Watch the video report from Dimension Data’s 2019 Global Customer Experience Benchmarking Report Roundtable session. I would highly recommend that you read it as it’s detailed and packed with insight in seven key aspects of the global CX landscape: CX transformation. Connected CX journeys. Digitalisation. Robotics and AI.

Chief Customer Officer 40

Chief Customer Officer 2019 B2B Download 40

Eptica

NOVEMBER 6, 2019

Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Published on: November 06, 2019. Moving from metrics to insights means examining what caused that uptick. CX leaders should help them by connecting the dots between investing in the experience and their business outcomes.

Leadership 77

Leadership Net Promoter Score Contact Center 2019 77

Oracle

NOVEMBER 30, 2020

Welcome back to Markies Monday, a weekly blog series designed to help you learn more about the 2020 Markie Awards categories, finalists, and winners. 2020 Upshot Award winner Insight Enterprises , a leading provider of computer hardware, software, and cloud solutions, is always at the forefront of digital innovation.

ROI 40

ROI 2019 B2B 2020 40

Gainsight

MARCH 1, 2024

As we stand at the cusp of technological advancements and evolving consumer expectations, it’s imperative to glean insights from those at the forefront of driving CS forward. In this blog, we asked four remarkable female leaders in CS about their predictions and foresight into the future of this pivotal field.

Customer Success 59

Customer Success Chief Customer Officer 2002 2014 59

One Millimeter Mindset

FEBRUARY 18, 2019

” Consider that in today’s digitally-connected workplace, machines and software interfaces collaborate seamlessly across organizational borders. Subscribe to my blog. Never miss another insightful post. Share your email address in the red box along the top right column of this blog. is available on Amazon.com.

Workshop 68

Workshop 2019 Sales Download 68

Gainsight

JUNE 2, 2022

Every year, Gainsight’s CEO, Nick Mehta, invites fellow CEOs to sit with him and discuss their views, insights, and trends impacting customer success and business as a whole. Yamini was also recognized by the San Francisco Business Times as one of the Most Influential Women in Business in 2019. It means improving connections!

2022 52

2022 Chief Customer Officer Innovation Connections 52

UJET

DECEMBER 17, 2019

According to Gartner ’s 2019 Strategic Roadmap for Customer Service and Support Technologies (May 2019), “an organization’s CSS technology stack is often composed of disparate overlapping systems, leaving both customers and employees with a disjointed experience.” Getting Customers Connected.

Customer Service 74

Customer Service Customers Connections 2019 74

NICE inContact

AUGUST 13, 2019

And with so many options available, your customer will go elsewhere if it’s tough to connect with you digitally. The ability to dynamically connect with every consumer based on their preferences and transform the customer experience while utilizing analytics and AI to continuously improve omnichannel services. and it’s here today.

Contact Center 54

Contact Center Customer Service Omnichannel Innovation 54

SurveySensum

FEBRUARY 29, 2024

To further explore this crucial topic, in this blog, we’ll be delving into employee satisfaction and its profound impact on your business’s success. Fostering a culture of loyalty and commitment is not just about flashy perks; it’s about building meaningful connections and investing in your employees’ growth and well-being.

Culture 52

Culture Customer Satisfaction Loyalty Reference 52

SaleMove

MARCH 13, 2019

We are so proud to announce that Glia has raised $20 million in additional funding led by Insight Venture Partners. “We are proud to partner with Glia to transform how businesses connect with customers,” said Lonne Jaffe , Managing Director at Insight Venture Partners- who will also be joining Glia’s board of directors.

2019 40

2019 Innovation Technology Insights 40

NetBase

MARCH 3, 2020

Analyzing 3,212 news stories and blog articles about Uber published during the past three months, we see conversation focused on many areas beyond its Q4 earnings preview and purely financial happenings. Uber posted 2019 FCF of negative $4.9 According to Statista , in 2019, “Uber spent $4.6 Uber’s Financial Projections.

Consumers 56

Consumers Marketing 2022 2021 56

NICE inContact

SEPTEMBER 30, 2019

Business in 2019 looks dramatically different than it did 30 years ago. companies with employees who worked remotely—and that’s just counting part-time workers ( Remote.co, 2019 ). 68% of millennial job seekers said a work from home option would greatly influence their interest in working for a company ( Fundera, 2019 ).

Contact Center 54

Contact Center Call Center 2019 Competitive Advantage 54

Bizagi

JANUARY 30, 2019

Importantly, it also aids the companies selling the services – likelihood of a sale is higher because of improved customer experience, and they can gain valuable insights from this data which can be fed back into their sales and marketing strategies. When your systems are connected and intelligent, you can better analyze your data.

Net Promoter Score 70

Net Promoter Score E Commerce NPS Effort Score 70

inmoment

JANUARY 28, 2020

Auntie Anne’s understands that the guest experience and the employee experience are closely connected. But as a quick-service restaurant chain connected through millions of pieces of data and feedback, it became nearly impossible to understand exactly how the two are connected. 2019: 68.1. 2018: 65.0.

Guest Experience 40

Guest Experience 2017 2018 2019 40