TechSee

JUNE 25, 2019

of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. As the technology matures, many companies will inevitably look for holistic AI solutions that unify customer and operational data to achieve the most valuable and actionable insights.

Technology 122

Technology Customer Service Contact Center Call Center 122

C3Centricity

MAY 25, 2020

Do you believe that using technology to understand customers is the only way today? In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! Consumers are adapting their behaviours to the trading of their personal information. Is this your case? The Opportunity.

Technology 77

Technology Information Consumers Retail 77

2020 Research

AUGUST 26, 2022

The Looming Economic Storm: How Consumer Banks Will Survive This Recession. Should Consumer Banks Shift Their Perspective When Addressing Internal Challenges? Should Consumer Banks Shift Their Perspective When Addressing Internal Challenges? . People and technology are not aligned, leading to friction.

Banking 52

Banking Consumers 2022 Loyalty 52

SurveySensum

JULY 14, 2020

Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. How do you support the remote and/or hybrid environment from a technology perspective? What results have you seen?

Customer Care 177

Customer Care Contact Center Culture Measurement 177

ShepHyken

MARCH 9, 2018

This is expected to grow, as over the next 5 years it has been predicted by Gartner that phone interactions will drop from 41% to 12% as consumers keep going digital [i]. This type of technology is still very juvenile and even the top tech giants such as Facebook were receiving high failure rates during 2017.

2018 75

2018 Blog Customer Service 2017 75

Strativity

DECEMBER 12, 2019

That’s why we’re highlighting the five customer experience trends to plan around for 2020 — so you can stay ahead of the curve and deliver a winning CX that keeps your customers coming back. Read on to learn about rising technology, shifting expectations, and doubling down on the human side of business, for customers and employees alike.

2020 64

2020 Customer Experience Customers Interaction 64

CX Workout - Ideas Blog

DECEMBER 22, 2020

Early in 2020, as the country began to quarantine, our emotion algorithm detected an increase in gratitude across our CX related research efforts. This pattern of increase continued throughout all our 2020 CX related work. We noticed an uptick in gratitude across all 2020 CX related Imaginative Questions.

2020 52

2020 Financial NPS 2004 52

Bold360

JUNE 9, 2020

We flipped CXNext 2020 from an in-person event to a virtual event in just 6 weeks, and we’re so proud of everyone whose amazing work made that possible! We heard from Nick Pegram, Chris Savio, Erica Mayshar, and Bob Sullivan from LogMeIn about their major takeaways from CXNext 2020. Technology is a force for good. Technology.

Events 52

Events 2020 Customer Experience Technology 52

Optimove

DECEMBER 12, 2019

Optimove’s VP of Marketing, Amit Bivas , kicks off PostFunnel Summit with an overview of today’s consumer, marketer, industry and the overarching challenges we’ll be discussing throughout the day. Panel: Deconstructing the Modern Consumer. Modern consumers know what they want, and expect the brand to know it as well.

2020 69

2020 Travel Fashion Competitive Advantage 69

Bold360

JANUARY 15, 2020

To help narrow the field of possibilities, we sat down with someone who has a finger on the pulse of our customers and what they are looking to achieve in 2020, for episode 11 of CXNext Live. What will help your customers consume the content you have to offer? 3. Differentiate your CX with the latest technology.

2020 52

2020 Engagement Webinar Technology 52

West Monroe

DECEMBER 6, 2019

New partnerships with companies such as Microsoft, Tableau, Apple, and Amazon indicate major opportunities for organizations to elevate their customer experience in 2020 using Salesforce technology to be more agile, predictive, and strategic. But which opportunities are the lowest hanging fruit?

2019 52

2019 2020 Customer Centricity Financial 52

Call Experts

FEBRUARY 12, 2020

AI-powered technology that addresses the needs of a changing workforce. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. More Blogs Menu. Key 2020 Trends: Cloud Contact Centers. 5 Tips on AI-Powered Phone Lines.

Contact Center 69

Contact Center 2020 Call Center Omnichannel 69

Totango

DECEMBER 3, 2020

Across the globe, 2020 has proven to be an incredibly transformative year, with the global pandemic changing how we work and interact with one another on a daily basis. Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry.

2020 64

2020 Customer Success Net Promoter Score Document 64

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Perhaps that’s the reason why we recorded an over 15% increase in our readership in 2020. This may surprise you.

Customer Centricity 71

Customer Centricity Article 2020 Hospitality 71

C Space

JUNE 11, 2020

The Brand Move Roundup – June 11, 2020. Amazon has not said how many police forces use the technology, or how it is used, but marketing materials have promoted Rekognition being used in conjunction with police body cameras in real time. Last year, consumers spent an estimated $95.7 Brand Move Roundup – June 11, 2020.

2020 52

2020 Brands Retail Government 52

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. As a consumer, I was forced to change the way I interact with businesses.

Contact Center 266

Contact Center 2022 Call Center Roadmap 266

NetBase

OCTOBER 4, 2019

October 2019 Update: Trends change, technology advances, and correspondingly, social analytics and social media management tools become increasingly more powerful. What are the top social media tools to have on your radar in 2020? Social Analytics Tools Are evolving along with consumers. We have an updated list! but we digress.

Social Media 76

Social Media 2020 Demo ROI 76

GetFeedback

SEPTEMBER 27, 2018

They’re building seamless, unforgettable customer experiences that consumers feel every time they walk into a store or open the app. Online retailers and brick-and-mortars that embrace developing technology have been able to create customer experiences that keep consumers coming back for more. Voice Technology.

Retail 170

Retail E Commerce Customer Experience Touchpoint 170

Bizagi

JULY 8, 2020

But even before COVID-19, over two-thirds of CFOs and 59% of economists believed a recession would hit by 2020. In this article, we’ll talk about a few of the ways that technology leaders can prepare for the inevitable economic challenges and possible economic downturn ahead.

Technology 52

Technology Net Promoter Score E Commerce Financial 52

Eptica

DECEMBER 11, 2020

Date: Friday, December 11, 2020 Author: Pauline Ashenden - Demand Generation Manager The benefits of bringing video into the contact centre. Published on: December 11, 2020. Read the full blog post here on our parent company Enghouse Interactive’s blog.

2020 66

2020 Blog Communication Consumers 66

Optimove

JANUARY 16, 2020

So, whoever you are in this specific case, take advantage of the recap below – it’ll help you get a good perspective of what the panelists were saying and why it’s important this 2020 – with some added context and further reading opportunities. Stay tuned, as this will become an important topic around here in 2020. Discussion # 7: DMs.

Retail 61

Retail 2020 Marketing B2C 61

Currency Alliance

DECEMBER 17, 2019

This is the blog version of our Loyalty Strategy Guide 2020. For a more engaging read, click here to Currency Alliance Loyalty Strategy Guide 2020. Loyalty has been sheltered from change, to some degree, by legacy technology, and by a culture of protectionism around customer data and proprietary loyalty currencies.

Loyalty 64

Loyalty 2020 Loyalty Programs Travel 64

Eptica

MARCH 20, 2020

Date: Friday, March 20, 2020 Author: Pauline Ashenden - Marketing Manager The importance of video connectivity in today’s crisis. Published on: March 20, 2020. How can businesses support them effectively using technology, especially video connectivity? Why you need to give consumers channel choice to drive engagement.

Connections 72

Connections 2020 Culture Communication 72

Eptica

MARCH 4, 2020

Date: Wednesday, March 4, 2020 Author: Guest author: Shep Hyken Keep Your Customers Amazed. Published on: March 04, 2020. You might also be interested in these posts: Why you need to give consumers channel choice to drive engagement. Unlocking customer insight with technology. Share this page on: Tweet.

2020 79

2020 Customers Blog Customer Insights 79

inmoment

JANUARY 2, 2020

In fact, when we surveyed consumers and brands to better comprehend the overlapping and conflicting opinions on how the customer experience is delivered, we discovered that fifty percent of brands said they are “definitely” doing better, but only 11% of consumers said the same. There are steps you can take to level the playing field.

2020 52

2020 Metrics Feedback Consumers 52

C3Centricity

JANUARY 4, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Either way, we’d like to thank you all for your support in 2020. Why Technology Won’t Help You Understand Your Customers.

Customer Centricity 62

Customer Centricity 2020 Hospitality Article 62

ClientSuccess

JANUARY 23, 2020

This wishful thinking approach isn’t what LinkedIn used to create their 2020 Emerging Jobs Report. With a 34% annual growth rate over the last year, Customer Success Specialist came in at number six in the LinkedIn 2020 Emerging Jobs Report. eBook: Customer Success Best Practices from 20+ Executives.

2020 59

2020 Customer Success Webinar Technology 59

ClientSuccess

JANUARY 23, 2020

This wishful thinking approach isn’t what LinkedIn used to create their 2020 Emerging Jobs Report. With a 34% annual growth rate over the last year, Customer Success Specialist came in at number six in the LinkedIn 2020 Emerging Jobs Report. eBook: Customer Success Best Practices from 20+ Executives.

2020 52

2020 Customer Success Webinar Technology 52

ClientSuccess

JANUARY 23, 2020

This wishful thinking approach isn’t what LinkedIn used to create their 2020 Emerging Jobs Report. With a 34% annual growth rate over the last year, Customer Success Specialist came in at number six in the LinkedIn 2020 Emerging Jobs Report. eBook: Customer Success Best Practices from 20+ Executives.

2020 52

2020 Customer Success Webinar Technology 52

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. As a consumer, I was forced to change the way I interact with businesses.

Contact Center 182

Contact Center 2022 Call Center Roadmap 182

Eptica

AUGUST 5, 2020

Date: Wednesday, August 5, 2020 Author: Anne-Merete Jensen - Senior Business Consultant Why now is a great time to optimise your customer service – Part 3: Putting the right resources in place. Published on: August 05, 2020.

Customer Service 112

Customer Service NPS 2020 Consulting 112

Lumoa

SEPTEMBER 30, 2022

This includes an ever-changing landscape, increasing competition, and new technologies, among many other variables. . Consumers have wholeheartedly embraced the transition to digital banks. After all, consumers are now looking beyond the elements that banks have traditionally focused on for decades, like a large number of branches.

Banking 94

Banking 2023 Customer Experience Financial 94

Comm100

JANUARY 6, 2022

In this blog, we will explore the reasons behind why we believe 2022 will be the year of digital CX excellence, and why it is so important in today’s customer service world. In a survey of over 1000 consumers , 69% said they judge the quality of a customer experience based on whether they received a ‘quick resolution’ to their inquiry.

2022 89

2022 Customer Experience Omnichannel White Paper 89

SaleMove

MARCH 19, 2021

Text messaging (SMS) seems to be the preferred form of communication by consumers today, often read within 5 minutes of receipt. In addition, 82% of consumers say they open every text message they receive.” – Jim Marous, The Untapped Power of SMS Marketing in Banking , The Financial Brand.

E Commerce 86

E Commerce Marketing 2020 Social Media 86

Experience Investigators by 360Connext

NOVEMBER 8, 2022

Customer experience is NOT a tool or technology or feedback system. Don’t confuse investing in a tool or technology as investing in customer experience. And even for those who have read the books and perhaps even follow this blog – they need to hear the commitment from the top of the organization again and again and again.

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity 2020 110

inmoment

JANUARY 2, 2020

In fact, when we surveyed consumers and brands to better comprehend the overlapping and conflicting opinions on how the customer experience is delivered, we discovered that fifty percent of brands said they are “definitely” doing better, but only 11% of consumers said the same. There are steps you can take to level the playing field.

2020 40

2020 Metrics Feedback Consumers 40