Bizagi

FEBRUARY 7, 2019

What’s your digital transformation strategy for 2019? By the end of 2019, Forrester predicts that 40% of enterprises will have automation centers and frameworks in place as they try to find the best way to structure their technology and workflows. Real digital transformation is about digital innovation and discovery.

2019 83

2019 Competitive Advantage Roadmap Download 83

Peter Lavers

FEBRUARY 21, 2019

What were the key themes coming out of my coverage of February’s IBM’s showcase global conference Think 2019 in San Francisco? I was delighted to be invited by IBM Watson to Think 2019 in my role as an IBM Futurist. Please get in touch if you’d like to discuss any of the issues raised in this blog.

2019 66

2019 Leadership Culture Customer Centricity 66

Experience Investigators by 360Connext

OCTOBER 17, 2018

A customer-centric culture is where innovation and imagination around the customer experience live. Tweet “”…culture is where innovation and imagination around the customer experience live.” I’m really excited to be a part of Customer Contact Week as they celebrate 20 years in 2019! Transformation.

Leadership 283

Leadership Culture Customer Centricity 2019 283

CloudCherry

NOVEMBER 11, 2019

When it comes to our Finalists for CloudCherry’s 2019-2020 CX Championship, there’s no such thing! SO, without further ado, our Top TWELVE CX Champ 2019-2020 Winners are: In the Category of PRACTITIONERS-. And that, friends, is our CX 2019-2020 dazzling dozen. And we ain’t mad about it!

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2019 2020 Leadership Consulting 170

NICE inContact

NOVEMBER 6, 2018

Interactions 2019 welcomes actor, investor, entrepreneur and philanthropist, Ashton Kutcher, as keynote speaker! Register today for Interactions 2019, and don’t miss your exclusive opportunity to hear Ashton Kutcher discuss his life, career and passions. The post Interactions 2019 Welcomes Ashton Kutcher as Keynote Speaker!

2019 48

2019 Interaction Innovation Blog 48

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. Khoros Care.

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. Khoros Care.

2019 40

2019 Engagement Social Media Roadmap 40

Bold360

JUNE 26, 2019

We are working every day to evolve Bold360 to deliver innovative solutions to the customer experien ce challenge , and our customers have been our best sounding boards and advocates. . Thanks to those customers, B old360 was just named a 2019 Top Rated Live Chat and Social Media Customer Service by TrustRadius.

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Social Media 2019 Customer Service B2B 61

One Millimeter Mindset

NOVEMBER 26, 2020

In 2019, I never imagined I’d be creating a 2020 Thanksgiving Gratitude blog post during a global pandemic. And so is this blog post. Otherwise, I focus on what is easier to accomplish rather than those difficult activities which catalyze my continuous professional innovation. Delivered virtually or in-person.

2020 124

2020 Innovation 2019 Leadership 124

Experience Investigators by 360Connext

OCTOBER 17, 2018

A customer-centric culture is where innovation and imagination around the customer experience live. “…culture is where innovation and imagination around the customer experience live.” I’m really excited to be a part of Customer Contact Week as they celebrate 20 years in 2019! ” @jeanniecw Click To Tweet.

Leadership 227

Leadership Culture Customer Centricity 2019 227

NICE inContact

FEBRUARY 19, 2019

As a speaker at Interactions EMEA 2019 , which boasts a compelling agenda featuring five user group tracks with over 25 highly attended breakout sessions, you’ll have the opportunity to share your story and enhance the knowledge and skills of your industry peers and to help shape the future of customer experience.

Innovation 48

Innovation 2019 Customer Experience Interaction 48

Gainsight

JANUARY 8, 2019

Build up those knowledge reserves by attending these can’t-miss conferences of 2019. Photo source: SaaStr Blog. The DX3 agenda consists of keynotes and breakout sessions, networking opportunities, and an interactive show floor where attendees can try the latest tech innovations. Pulse 2019 | May 21-24, San Francisco, CA.

Events 45

Events 2019 B2B 2018 45

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. Jon’s thought leadership can be followed on his widely-read JAA’s Analyst Blog. Delivering innovation and growth.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Cyara

JULY 9, 2019

Companies must now compete by delivering innovative, flawless customer experiences. Blog: Art Schoeller at Forrester Research. The contact center has become the inflection point for digital transformation in the enterprise. To accomplish this, the vast majority of enterprises are moving their contact centers to the cloud.

2019 52

2019 Contact Center Average Handle Time Competitive Advantage 52

NICE inContact

JULY 9, 2019

2019 was no exception, as representatives from a variety of companies presented research, innovative approaches, best practices and results from their contact center experiences with NICE inContact CXone cloud solutions. Here’s Your One-stop Resource appeared first on NICE inContact Blog. The post Transitioning to the Cloud?

Contact Center 59

Contact Center 2019 Webinar Presentation 59

Clarivate

OCTOBER 7, 2021

Clarivate implemented a global Customer Delight program in 2019 and a year later acquired CustomersFirst Now, a trusted CX company offering consulting, analytics and software that builds end-to-end Customer Delight programs. Our next blog will discuss the third behavior: being prepared. Finding ways to engage and listen to each other.

White Paper 59

White Paper Customer Experience Consulting 2019 59

NICE inContact

APRIL 30, 2019

It’s safe to say that we’re at an inflection point for AI in the contact center — AI innovations deployed in a myriad of ways, such as chatbots, intelligent routing, workforce management forecasting, and AI-driven interaction analytics, can add significant value to customer experiences and operational performance.

Consumers 59

Consumers Contact Center 2019 2018 59

ClientSuccess

JULY 23, 2019

The following lists the top five innovations in customer service those winning brands are adopting. The post 5 Customer Service Trends to Watch For in 2019 and Beyond appeared first on ClientSuccess. More Attention to Automation. Modern customers want their questions and concerns handled quickly and efficiently.

2019 40

2019 Customer Service Social Media Multi-Channel 40

GetFeedback

DECEMBER 16, 2019

So you need to innovate and keep up with emerging trends. Research by the National Restaurant Association reveals that home-meal kits with pre-measured ingredients, which have been popular in 2019, will continue being popular in 2020. Levi Olmstead is a director of marketing at 2ndkitchen. Follow him on Twitter at @levi_olmstead.

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Feedback Social Media Customers Consumers 195

NICE inContact

OCTOBER 24, 2018

That’s because we celebrate customers for using NICE inContact products and services to drive exceptionally creative, innovative customer experiences. Once again in 2019, we’ll be shining the spotlight on outstanding performance with awards in five categories: Best Cloud Implementation. Best Customer Experience. Best Business Impact.

2019 48

2019 2018 ROI Events 48

West Monroe

JUNE 19, 2019

We have a pulse on emerging technologies and capabilities and can help companies continually innovate to meet business goals. The post West Monroe named in Forrester’s Recent Report “Now Tech: Salesforce Implementation Services, Q2 2019″ appeared first on The Blend: A West Monroe Partners Blog.

2019 40

2019 Roadmap Consulting Financial 40

transcosmos Information Systems

JANUARY 21, 2019

With new innovations and trends, companies now leverage advanced tools, such as automation, in delivering the best customer support. Customer service in 2019 means you have to get creative in attending to unusual problems. The post 6 Soft Skills to Level Up Your Customer Service in 2019 appeared first on transcosmos.

2019 48

2019 Customer Service Social Media Customer Service Representative 48

transcosmos Information Systems

MARCH 5, 2019

It also allows corporations to deliver innovative products and services to customers depending on the latest market trends. The post Outsourcing Statistics to Guide Your Business Decisions in 2019 appeared first on transcosmos. KPMG State of the Outsourcing, Shared Services, and Operations Industry 2018 ). Cloud Technology.

2019 75

2019 2017 2018 2016 75

SaleMove

SEPTEMBER 17, 2020

In 2019, PSECU decided to utilize Glia’s AI Management platform to build out their very own member-facing chatbot that they named Walter. The post PSECU Brings Life to Virtual Assistants appeared first on Glia Blog | Digital Customer Service Explained.

2016 95

2016 2019 Demo Download 95

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. Did you know according to a study published in the Academy of Management Journal , job satisfaction is positively correlated with individual and team innovation.?

Culture 52

Culture Customer Satisfaction Loyalty Reference 52

One Millimeter Mindset

DECEMBER 31, 2018

How will we carry these wins, forward, into every day and every month of 2019? Wishing you all a Happy, Healthy, Joyous, Innovative, Extraordinary and – most of all – Peaceful New Year. Discover your best Professional Wins during 2019! Subscribe to my blog. What are some of the greatest professional wins from this year?

2019 71

2019 Workshop Financial Innovation 71

NICE inContact

MAY 8, 2019

But these days, digital technology innovations can make it increasingly more complex to serve your customers where and how they want to be served. The 2019 business wave of the NICE inContact Customer Experience (CX) Transformation Benchmark explores many of these questions at a global level. You won’t be disappointed!

Download 54

Download Contact Center 2019 Omnichannel 54

One Millimeter Mindset

MAY 23, 2019

Tomorrow, I deliver a breakout presentation at the 2019 IEEE Women in Engineering International Leadership Conference in Austin TX. I speak on how professional purpose is the key to professional innovation. Developing purpose-driven professional innovation starts by taking another solid look at those professional stories.

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Workshop Presentation Leadership 2019 70

Avaya

JANUARY 14, 2019

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. When companies design projects around innovative technologies—ranging from analytics, Artificial Intelligence (AI), Internet of Things (IoT), mobility, cloud services, and omnichannel—they can demonstrate measurable success.

Customer Experience 73

Customer Experience Competitive Advantage 2018 Social Media 73

NICE inContact

AUGUST 13, 2019

The future of digital conversations is here — and innovations are enabling organizations to reach their customers like never before. With new innovations in omnichannel strategies, it’s possible to overcome traditional barriers to exceptional customer engagement and provide a complete digital experience.

Contact Center 54

Contact Center Customer Service Omnichannel Innovation 54

Think Customers

MARCH 28, 2022

Indeed, “heavy attrition is a common challenge in the contact center industry,” says DC Wright, chief transformation and innovation officer at TTEC. According to a 2019 study by researchers at Yale University, flexibility was the main driver among gig workers. The traditional model is very inflexible which people find unappealing.”

Contact Center 105

Contact Center Effort Score Metrics 2023 105

Bizagi

FEBRUARY 5, 2020

The free time generated could be used on more innovative and creative projects, generating more value for the organisation as well as improving employee satisfaction.” Bizagi was named by Forrester as a leader in the Forrester Wave: Software for Digital Process Automation for Deep Deployments, 2019.

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Competitive Advantage 2019 Travel Innovation 92

Avaya

FEBRUARY 25, 2019

As a recent Avaya blog highlighted , research indicates that 81% of US online adults use smartphones daily or more often, 57% are extremely heavy users of smartphones, and 40% of US online adults ages 55 to 64 are likely to get more mobile. It also expands the range of customers’ digital interactions while conquering geo-location issues.

Contact Center 54

Contact Center Customer Experience Transportation Innovation 54

Avaya

APRIL 9, 2019

My previous esports blog highlighted the dramatic growth of the market with 380 million esports viewers today jumping to nearly 560 million viewers by 2021. FanVest , an event and community platform for the business side of sports is hosting its annual summit, The Business of Sports & Esports , in Oakland on April 10, 2019.

Sports 51

Sports Entertainment Contact Center 2019 51

NICE inContact

AUGUST 23, 2019

Gen-Z doesn’t know a world without the internet and social media; however, the best way to communicate with Gen-Z in a professional setting is through face-to-face communication ( HR Exchange Network , 2019). In fact, 91% of Gen-Z said technology use in the workplace would influence job choice among similar employment offers ( CMO , 2019).

Contact Center 55

Contact Center Management 2017 2010 55

NICE inContact

AUGUST 23, 2019

Gen-Z doesn’t know a world without the internet and social media; however, the best way to communicate with Gen-Z in a professional setting is through face-to-face communication ( HR Exchange Network , 2019). In fact, 91% of Gen-Z said technology use in the workplace would influence job choice among similar employment offers ( CMO , 2019).

Contact Center 54

Contact Center Management 2017 2010 54

GetFeedback

JULY 19, 2019

And yet, it’s not surprising to know companies categorized as customer-centric reported much higher revenue than their counterparts, as documented in Hotjar’s 2019 State of Customer Experience Report. Voice of the Customer results should lead to innovation around customer experience. .

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Net Promoter Score NPS Customer Journey Mapping Feedback 230