Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. Top 5 Customer Success Blog Posts of 2018. Click here to read the blog. Click here to read the blog. This blog post covers the six metrics every Customer Success professional needs to know.

Webinar 71

Webinar Blog Customer Success Net Promoter Score 71

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. This conference was as much about people as it was about technology! DataScience. Transformation.

2019 66

2019 Leadership Culture Customer Centricity 66

ShepHyken

MAY 27, 2019

Forbes) With a $800-million-dollar investment in technology, fulfillment and logistics, Amazon one-day shipping is now standard for Prime members, the race for customer loyalty in retail is getting even more expensive. SeesionStack) In this blog post, I’ll focus only on the role customer support plays in a successful marketing strategy.

Article 106

Article 2019 Customer Journey Mapping Customer Service 106

Thematic

AUGUST 7, 2019

This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (CX) to move from insights to action. Calculating the ROI of CX: The Complete Guide 2019 Chapter 1: Introduction – ROI or Die! So, where do we start?

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ROI 2019 NPS Metrics 123

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. But new innovations in technology have shown that the time is right to explore alternate options to the ubiquitous truck roll. . The technology has been thoroughly proven to greatly reduce – and even eliminate – the need for a truck roll. Four Truck Roll Optimization Innovations.

Innovation 207

Innovation 2025 Transportation Consumers 207

Eptica

OCTOBER 9, 2019

Date: Wednesday, October 9, 2019 Author: Pauline Ashenden - Marketing Manager National Customer Service Week 2019: The 3 key factors behind successful customer service. Published on: October 09, 2019. In the United Kingdom, there are daily themes, each emphasizing different aspects of customer service.

2019 60

2019 Customer Service Contact Center Customer Centricity 60

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.

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2023 Customer Service Contact Center Customer Centricity 207

NetBase

JULY 11, 2019

Using our powerful Next Generation AI capabilities , we captured the most loved brands across the globe to create the Brand Passion Report 2019: Top Loved Global Brands. In it, we share insight around what consumers find so attractive about these brands, from both a category and entity perspective. Measuring Brand Passion.

2019 62

2019 Brands Telecommunications Return on Investment 62

NICE inContact

OCTOBER 18, 2019

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Featuring a thorough evaluation of cloud providers by one of the independent analyst firms in the industry, the report is an invaluable tool for contact center leaders considering new technology investments.

Contact Center 48

Contact Center 2019 Call Center Omnichannel 48

CX University

MARCH 4, 2024

This data can be used to gain insights into customer behavior, preferences, and purchasing patterns, allowing businesses to deliver more targeted and personalized interactions. Embracing an omnichannel approach not only fosters brand loyalty and advocacy but also provides valuable insights into customer behavior and preferences.

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Omnichannel Interaction Touchpoint Social Media 52

Bizagi

OCTOBER 4, 2019

To enable innovation and experimentation your organization must have agile technology implementations,” said Gustavo Gomez, Bizagi CEO. These are HUGE challenges, they demand an entirely new mindset, and companies will certainly face many cultural and technological barriers that hold them back from this vision. . added Gomez.

Innovation 67

Innovation 2019 User Experience Connections 67

Gainsight

JANUARY 8, 2019

Build up those knowledge reserves by attending these can’t-miss conferences of 2019. Photo source: SaaStr Blog. DX3 is Canada’s largest conference for marketers that showcases best practices and insights on all things digital marketing. Technology & Services World (TSW) | May 6-8, San Diego, CA. North America.

Events 45

Events 2019 B2B 2018 45

Pink Guava

DECEMBER 21, 2018

In this blog, we are summarising some of the Trends for organisations in India which we have accrued over the year while working & interacting with some of the Customer Experience (CX) experts in leading organisations including Start-ups in India.

2019 40

2019 Customer Experience E Commerce Social Media 40

transcosmos Information Systems

MARCH 5, 2019

To be more exact, you must be able to find the best talents and utilise the most advanced technologies. Cloud Technology. Outsourcing Insight ). Information Technology Outsourcing. Outsourcing Insight ). Outsourced Functions. ( Outsourcing Insight ). Outsourcing in Malaysia. Outsourcing in the Philippines.

2019 75

2019 2017 2018 2016 75

Ecrion

JULY 15, 2019

In 2019 there are more tools to facilitate communication than ever before and improved market research continues to provide insight into new strategies that really work. Here are 7 of the most effective communication trends of 2019 that will really make a difference for your business. So, how do you choose?

Communication 62

Communication 2019 Events Download 62

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

NICE inContact

JULY 9, 2019

Every year, NICE inContact experts, customers and partners gather for the company’s much-anticipated Interactions user conference to explore and exchange the latest in cloud contact center ideas, trends and technology. 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

CSM Magazine

JUNE 20, 2019

Coveo is the market-leading AI-powered insight platform, combining unified search, contextual relevance, analytics and ML-powered recommendations technology. Coveo delivers greater insight and the most relevant content from any source, as well as recommendations for what information users need next, into ServiceNow. About Coveo.

Technology 40

Technology Average Handle Time Contact Center 2019 40

Bold360

JANUARY 2, 2020

So for my last episode in 2019, I wanted to look back at what I’d learned from those conversations. So be careful if you’re going to build something yourself and leverage a technology platform to do it. Pointing the Finger at Technology. That’s a bad model for technology and problem solving. Ryan Lester.

2019 59

2019 Virtual Agent Contact Center Connections 59

West Monroe

JUNE 19, 2019

The report provides insight into vendor size, functionality, geography, and vertical market focus. The right partner can help navigate the complexities of integrations, emerging products, commerce, platform, and change management that comes with any technology implementation.

2019 40

2019 Roadmap Consulting Financial 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. The Airbnb story starts, as many things do, with technology.

Hotels 104

Hotels Travel Hospitality 2019 104

CX Workout - Ideas Blog

NOVEMBER 3, 2020

For example, why do businesses still support siloes between Customer Experience (CX), Data, Digital, Employee Experience (EX), Enterprise Technology, Human Resources, and Marketing? And why would anyone still use outdated CX/EX metrics and long, boring surveys that rarely drive actionable insights?

Net Promoter Score 98

Net Promoter Score Employee Experience Customer Satisfaction Metrics 98

NICE inContact

DECEMBER 6, 2018

End of the year planning cycles often add extra pressure and urgency to understand how your are meeting customer expectations and to identify and budget for your top 2019 contact center improvement plans. Learn about our new diagnostic toolkit to see where your customer experience people, process, and technology stack up.

Customer Experience 48

Customer Experience Contact Center 2019 Webinar 48

Eptica

AUGUST 29, 2019

Date: Thursday, August 29, 2019 Author: Pascal Gauvrit - CTO Why customer service is key to building brand trust. Published on: August 29, 2019. Organized in the UK by the Institute of Customer Service , the 2019 program is built around five key themes. Eptica’s own research highlights the importance of trust.

Brands 67

Brands Customer Service 2019 Consumers 67

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!

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Download Contact Center 2019 Omnichannel 54

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

Kustomer

NOVEMBER 4, 2020

Here’s a closer look at how both technologies can automate business functions and boost CX: Chatbots. billion in 2019 to $9.4 Collect customer data and analyze it to gain insight into customer behavior. With customers expecting personalized, in-the-moment online experiences, the value of real-time data insights is paramount.

2021 140

2021 Customer Experience E-support Omnichannel 140

Eptica

FEBRUARY 6, 2019

Date: Wednesday, February 6, 2019 Author: Pauline Ashenden - Marketing Manager Why focusing on CX is key at times of change. Published on: February 06, 2019. That means going beyond traditional Voice of the Customer (VoC) surveys, which only provide part of the picture and can take too long to deliver valuable insights.

2008 73

2008 White Paper 2019 Automotive 73

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

NICE inContact

SEPTEMBER 25, 2019

What do companies report after they move their contact center technology to the cloud? The latest results and analysis can be found in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. If your curiosity is piqued, download our complimentary eBook now to learn more about contact center technology in the cloud.

Contact Center 54

Contact Center Call Center Omnichannel Customer Satisfaction 54

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

CSM Magazine

MARCH 20, 2023

Marketing students will find many insights and information in this book, especially on how to think outside the box. Since technologies and consumer behavior changed, the approach to advertisements must differ, too. The book offers valuable insights for assignment writers in college stuck on marketing tasks.

Books 52

Books Marketing Social Media Advertising 52

Gainsight

MAY 8, 2019

The technology at the root of Pendo, meant to track pageviews, doesn’t scale the way Gainsight PX’s next-generation architecture does. Gainsight PX gets you meaningful insights faster than Pendo. Learn more about Gainsight PX’s email engagement abilities in our blog post, “How to Bring Dead Users Back to Life.”. Whoopty doo.

2019 49

2019 Demo NPS Multi-Channel 49

NICE inContact

MAY 23, 2019

Emerging technologies and changing consumer demands fundamentally have shifted the way businesses interact with their customers. Get your copy of the business wave of the 2019 NICE inContact Customer Experience Transformation Benchmark today! appeared first on NICE inContact Blog. This is the nature of life in the digital age.

Contact Center 55

Contact Center 2019 Omnichannel 2018 55

Eptica

MAY 8, 2019

Date: Wednesday, May 8, 2019 Author: Pascal Gauvrit - CTO Three books to help you master the power of AI. Published on: May 08, 2019. He has thirty years’ experience in AI research, with a PhD from Carnegie Mellon University and his blog on Sina Weibo has over fifty million followers. The author Andriy Burkov has a Ph.D.

Books 55

Books 2019 Contact Center Blog 55

NICE inContact

JUNE 5, 2019

The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals some very interesting similarities and differences between consumers and businesses in terms of how they view customer service. The post Consumers and Businesses Agree: When It Comes to AI, Transparency Is Key appeared first on NICE inContact Blog.

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Consumers Contact Center 2019 ROI 54