SaleMove

MAY 5, 2020

2020 is the year of Digital Customer Service (DCS). That being said, we are excited to announce that Glia has been listed in Gartner’s 2020 Market Guide for Digital Customer Service and Support Technologies. The post Glia Recognized in 2020 Gartner Report appeared first on Glia Blog | CX Explained.

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2020 Innovation Communication Customer Service 56

UJET

NOVEMBER 18, 2019

In 2020, we will see messaging (SMS and Chat) overtake voice as the most popular support channel, especially on omnichannel platforms that can channel steer between various curated paths. The post Customer Support Trends and Predictions for 2020 appeared first on Customer Experience Blog by UJET.

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2020 Contact Center 2019 Omnichannel 78

Integrity Solutions

MAY 12, 2020

But it will take more than tools and technology to do that. When we say ‘sales enablement’, many people immediately think of tools: technology, data, research, marketing content, product information and other elements that help sales get closer to the client. Sales Enablement Strategy: 2020 vs. 2019.

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Sales 2020 2019 Metrics 126

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.

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Technology Customer Service Contact Center Call Center 122

Upstream Works

DECEMBER 18, 2019

There are many technology trends impacting the contact center, and as we enter a new decade, it’s only natural to think in broad terms with a longer-term time horizon. In broad terms, digital transformation is about how digital technologies give rise to new capabilities that can transform how we work and experience things.

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Contact Center 2020 Omnichannel Demo 78

Lithium

JANUARY 30, 2020

So we rounded everything up in this handy ICYMI blog. Community Manager Appreciation Day 2020 Contest [Contest Ends January 31, 2020!]. To celebrate CMAD 2020 we’re running a contest open to Atlas members (restrictions apply). The two winners will each receive one ticket to Khoros Engage 2020.

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2020 Social Media Definition Blog 52

Lithium

JANUARY 30, 2020

So we rounded everything up in this handy ICYMI blog. Community Manager Appreciation Day 2020 Contest [Contest Ends January 31, 2020!]. To celebrate CMAD 2020 we’re running a contest open to Atlas members (restrictions apply). The two winners will each receive one ticket to Khoros Engage 2020.

2020 52

2020 Social Media Definition Blog 52

Bold360

FEBRUARY 19, 2020

CXNext 2020: Engagement Redefined. May 12, 2020. We’ll be digging into the latest market trends, new research that’s informing CX strategies, and the technology enablers impacting service and support organizations. Learn more and grab your spot at CXNext , and we’ll see you in Boston on May 12, 2020.

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2020 Engagement Hotels Events 52

Kerry Bodine

DECEMBER 30, 2020

And while it feels a bit odd to celebrate 2020 with a “Best of” post, I wanted to share the Bodine & Co. For years, I’ve had a list of external triggers — like the introduction of a new technology or a stock market crash — that should prompt you to reexamine how your customers’ needs and expectations are changing.

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2020 Customer Experience Customer Journey Customer Journey Mapping 90

ProProfs Chat

JANUARY 30, 2020

In this blog, we aim to collate various customer engagement statistics in one place that will give you an idea about various aspects of engagement with customers. Customer Engagement Statistics 2020 Explained. The post 50+ Customer Engagement Statistics for 2020 appeared first on ProProfs Learning.

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Customer Engagement 2020 Engagement Social Media 136

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.

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2020 Customer Experience Customers Interaction 64

ShepHyken

MARCH 9, 2018

Gartner also reported that by 2020, 72% of customer interactions will involve an emerging technology such as machine-learning applications, chatbots or mobile messaging, up from 11% in 2017. This type of technology is still very juvenile and even the top tech giants such as Facebook were receiving high failure rates during 2017.

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2018 Blog Customer Service 2017 75

Gainsight

DECEMBER 20, 2020

Specifically, the Customer Success world learned 10 important lessons in 2020: 1. 2020 was a stress test for recurring revenue businesses. As a CEO friend of mine remarked in March 2020: The things we’re doing in CS these days—and Gainsight is absolutely key to making it happen—are so freakin great.

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2020 Customer Success 2021 2012 69

Beyond Philosophy

FEBRUARY 10, 2020

Traditional growth includes improvements in functionality in a rational way, e.g., faster processors in technology, new delivery times, or improved networks or network access for telecommunications, and other things along these lines. New Sales Growth: This area includes increases in sales, market share, or new customer acquisition.

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2020 Hospitality Return on Investment Telecommunications 172

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. 3. Differentiate your CX with the latest technology. We think 2020 is going to be a huge year for CX technology.

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2020 Engagement Webinar Technology 52

Thematic

DECEMBER 9, 2019

Digital transformation is the process of enhancing or changing the traditional way of doing business through the use of technology. Welcome to 2020! It’s fair to say that technology is taking over the world. The post Why customer feedback is critical for digital transformation in 2020 appeared first on Thematic.

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Feedback 2020 Travel Voice of Customer 126

Daniel Group

MARCH 26, 2020

In this blog, I discuss how the feedback data can be much more valuable in improving your Customer Experience. Update: March 18, 2020. Update: March 23, 2020. The post Success Strategies | April 2020 appeared first on The Daniel Group. Many companies are too focused on the score but not the feedback data. 704.816.7703.

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2020 NPS Net Promoter Score Call Center 59

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! The latest technology is not going to make up for your lack of thinking! Were you surprised to read the title of this post?

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Technology Information Consumers Retail 77

ShepHyken

JUNE 15, 2018

In a recent press release, Gartner estimated that “ 25% of customer service and support operations will integrate virtual customer assistant or chatbot technology across engagement channels by 2020, up from less than two percent in 2017 ”. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

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Blog Social Media Healthcare 2017 75

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?

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Customer Care Contact Center Culture Measurement 177

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.

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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.

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2020 Customer Success Net Promoter Score Document 64

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. Brand Move Roundup – June 11, 2020. Brand Move Roundup – June 10, 2020.

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2020 Brands Retail Government 52

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. Well think again!

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Customer Centricity Article 2020 Hospitality 71

SaleMove

MAY 5, 2020

2020 is the year of Digital Customer Service (DCS). The post Glia Recognized in 2020 Gartner Report appeared first on Glia Blog | Digital Customer Service Explained. The post Glia Recognized in 2020 Gartner Report appeared first on Glia Blog | Digital Customer Service Explained.

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2020 Blog Communication Customer Service 52

ShepHyken

DECEMBER 13, 2019

Technology competence. How stable is the vendor’s technology? Leslie Cottenje explains that newer technologies can have a short as a five-day setup; this reduces the barrier to entry as there is more flexibility to adapt to the business’ needs and run small pilots across departments.

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Blog Demo Competitive Advantage Insurance 101

2020 Research

SEPTEMBER 22, 2022

Market research technology falls under the umbrella of marketing technology (MarTech). Enterprises can use research technology to collect consumer data, then turn that data into actionable insights. How Market Research Technology Cultivates Consumer Trust . Re-focus resources on what generates the most business value.

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Technology Marketing Consumers Social Media 52

Totango

MAY 5, 2020

Customer Retention Strategies in B2B for 2020 and Beyond. The right Customer Success technology will help you track your goals and progress in real-time, adjust your digital engagement strategy with ease, and collaborate with customers to reach desired outcomes, to just name a few key capabilities.

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Customer Retention B2B 2020 Multi-Channel 62

ShepHyken

JUNE 1, 2020

Smarter CX) This article shares how Pella improved their strategy, technology, and metrics to deliver exceptional experiences. Freshworks) From this blog, you can find out actionable workarounds for staff shortage to improve call center performance. Forbes) Technology makes it simple to connect to the world without moving an inch.

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Article 2020 Customer Service Call Center 67

LoyaltyPlus

APRIL 14, 2020

Retail professionals agree: 2020 will mark a significant year of development, with loyalty at the core of digital commerce. The advent of smart mobile technology, reliable and affordable connectivity means that retailers can now take advantage of the omni-channel approach.

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E Commerce 2020 Loyalty Touchpoint 40

LoyaltyPlus

APRIL 14, 2020

Retail professionals agree: 2020 will mark a significant year of development, with loyalty at the core of digital commerce. The advent of smart mobile technology, reliable and affordable connectivity means that retailers can now take advantage of the omni-channel approach.

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E Commerce 2020 Loyalty Touchpoint 52

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.

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Technology Net Promoter Score E Commerce Financial 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.

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Customer Centricity 2020 Hospitality Article 62

Optimove

DECEMBER 12, 2019

Keynote: The Customer Transformation: How Groupe Dynamite Built The Perfect Alignment Between The Customer, The Marketer and Technology. The post ICYMI: CRM Best Practices for 2020 appeared first on Optimove. Modern customers are ever-evolving and require marketers to quickly adapt in order to accommodate customer expectations.

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2020 Travel Fashion Competitive Advantage 52

Prophet

DECEMBER 18, 2019

In fact, spending on experience technologies jumped nearly 8 percent this year to $508 billion, and experts expect it to grow another 8.2 The post Experience and Innovation Trends: What to Expect in 2020 appeared first on Brand and Marketing Consultancy | Prophet. percent in the year ahead. As […].

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Innovation 2020 Consulting Technology 59

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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Optimove

MAY 18, 2020

” In this blog, I’ll share Optimove’s interpretation of the 2020 Magic Quadrant results and help marketers better understand them. Download a complimentary copy of the full report, Gartner’s Magic Quadrant for Multichannel Marketing Hubs 2020, to learn more.

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