Up Your Service

APRIL 1, 2018

This presentation will give you an insight into each of these Six Disruptors, and will point you towards the skills and the culture you must build to succeed with your customers, your company, and in your career. These Six Disruptors are not coming in a nice sequence that you can surf one at a time. Consider the situation in retail.

Customer Experience 80

Customer Experience Culture Customer Expectations Workshop 80

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?

Technology 77

Technology Information Consumers Retail 77

Up Your Service

APRIL 1, 2018

This presentation will give you an insight into each of these Six Disruptors, and will point you towards the skills and the culture you must build to succeed with your customers, your company, and in your career. These Six Disruptors are not coming in a nice sequence that you can surf one at a time. Consider the situation in retail.

Customer Experience 69

Customer Experience Culture Customer Expectations Workshop 69

Ecrion

MARCH 3, 2021

Technological innovation requires us to be light on our feet. In your industry, it could involve some modification to an already-existing technology. Sometimes it’s “monkey-see, monkey-do”, where a first-mover adopts a technology, and others begin to see it as the new normal. This is especially true with customer communications.

Communication 52

Communication Document Customer Journey Mapping Innovation 52

Inbenta

NOVEMBER 9, 2021

The banking sector has also recognized the game-changing effects innovative technological disruptors like Artificial Intelligence (AI) can have and acted promptly to optimize their online and mobile banking models with customer interaction platforms. Covid-19 has accelerated the deployment of these technologies even further.

Banking 95

Banking Customer Care Competitive Advantage Omnichannel 95

C3Centricity

MARCH 15, 2018

Technology is being blamed for disrupting businesses, but most have simply not adapted to this new data-rich world. Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it! In fact it seems to drown out their reasoning of what to do and they remain frozen in indecision. Is this your case?

Retail 82

Retail Information Consumers Connections 82

Kustomer

SEPTEMBER 29, 2020

More than five months later, many organizations have put processes in place and applied technology bandaids to make remote work function. So while some organizations have implemented temporary fixes to get through this quick shift to digital-first, a long-term technology solution to enable smart remote work is now imperative.

2020 116

2020 Average Handle Time 2021 Consumers 116

Clarivate

APRIL 18, 2024

Strategy #1: innovate and create Amazon founder Jeff Bezos has said that overnight success takes about 10 years — and that ramp-up period may be what’s playing out for the ecommerce giant in healthcare. Amazon’s big splash happened in February 2023 when it purchased the national primary-care practice One Medical for $3.9

2024 52

2024 Healthcare Retail 2023 52

Kustomer

DECEMBER 29, 2020

What seemed like a nonurgent need—adopting new technology to increase efficiency—is now staring CX organizations directly in the face and preventing them from being successful. I would say that 2020 has been unprecedented, but let’s face it — we all want to permanently retire that word. Lessons From a Challenging Year.

2020 105

2020 E Commerce 2021 Consumers 105

Peter Lavers

FEBRUARY 21, 2019

It presented a huge opportunity to learn about emerging technologies, get one-on-one advice from experts, and hear about the successes and challenges faced by global business leaders and industry disruptors. This conference was as much about people as it was about technology! here are the top 10: #AI - Artificial Intelligence.

2019 66

2019 Leadership Culture Customer Centricity 66

Magellan Solutions

MARCH 21, 2024

Have you ever wondered why data accuracy is essential? One mistake can ruin plans. Imagine leaving a US$3.1 trillion pile of cash on the table—that’s essentially what businesses across America do annually by tolerating inaccurate data. Faulty data is a critical error that no company can overlook. Businesses cannot lose in this battle.

Government 52

Government Financial Innovation 2012 52

Beyond Philosophy

OCTOBER 25, 2019

The Airbnb story starts, as many things do, with technology. Businesses tend to take longer to adapt to technology than consumers, Dr. Michelli says. In this case, technology has provided a disruptor gap in the hotel business by changing customer behavior. The latest thing I am into is Airbnb.

Hotels 104

Hotels Travel Hospitality 2019 104

Interactions

JULY 2, 2020

Without the right technology to support their contact centers, it’s likely that they won’t have the tools or capability to successfully support customers through their repayment efforts. But, when humans fall short, technology can be the answer. Accounts Receivable Management (ARM) is on the brink of disruption. But why now?

Virtual Agent 77

Virtual Agent Contact Center Financial 2020 77

Kustomer

SEPTEMBER 18, 2020

Along with this digital transformation, many CX leaders are realizing they need to follow the lead of the direct-to-consumer disruptor brands that are differentiating themselves, and thriving, by delivering a modern consumer experience. The DTC Disruptor’s Secret Weapon: Intelligent CX Focused on the Whole Customer.

Customer Experience 52

Customer Experience E-support Omnichannel Contact Center 52

Interactions

JULY 2, 2020

Without the right technology to support their contact centers, it’s likely that they won’t have the tools or capability to successfully support customers through their repayment efforts. But, when humans fall short, technology can be the answer. Accounts Receivable Management (ARM) is on the brink of disruption. But why now?

Virtual Agent 62

Virtual Agent Contact Center Financial 2020 62

Bizagi

OCTOBER 24, 2019

As I highlighted in my keynote presentation, Innovate or be Disrupted, technology is enabling newer companies to disrupt the large incumbents by providing solutions or services that end consumers want, when they want them, where they want them. Automation is the #1 disruptive force. Turn your processes into transactions.

Multi-Channel 64

Multi-Channel Competitive Advantage Innovation Fashion 64

Oracle

NOVEMBER 28, 2018

As the pendulum has swung to a point where “service” is often seen as a technology answer, customers need a healthy dose of both high tech and high touch in their lives. Enable people to care. : The “Make Mom Proud” Standard for How to Treat Your Customers by Jeanne Bliss. “Know me, please!”

Hospitality 82

Hospitality Fashion Airlines Healthcare 82

West Monroe

MARCH 30, 2023

Every company uses technology, but does that make every company digital? While traditional industry organizations aren’t set up the same as the “disruptors,” they still face the same pressures: speed, security and quality. Top Industries Employing Tech Workers (3.98 million IT jobs in the U.S.):

Healthcare 52

Healthcare Roadmap E Commerce Financial 52

Currency Alliance

JUNE 16, 2020

Many of the entrants to this years’ Loyalty Magazine Awards were as adept with data and technology as marketers in many other disciplines. Loyalty had evolved into a fairly segregated marketing function, but many of this years’ entries were more comprehensive, loyalty-enabled marketing programs. A disloyal generation?

Magazine 52

Magazine Loyalty Innovation 2020 52

SurveySensum

MAY 20, 2020

In this blog we will understand how the world is facing this disruptor and taking actions to advance to a new world. Change is a chance to survive; we should embrace this change and move forward with lots of positive energy. Your success in life isn’t based on your ability to simply change. Automation is the future.

Customer Experience 52

Customer Experience Social Media Banking Healthcare 52

West Monroe

MAY 31, 2019

Last year, I wrote about conversational interfaces and how they have the potential to disrupt business and technology paradigms over the coming years. We’ve seen interest from our financial services clients in these types of use cases, where progressive firms are making investments in automation technologies like Machine Learning and RPA.

Banking 40

Banking Financial Contact Center ROI 40

Talkdesk

APRIL 21, 2017

We have a fantastic lineup of speakers for this year’s summit and we’re thrilled to share the topics that they’ll be covering. This is just a teaser into the content we’ll be discussing at the event, but remember the only way to hear these incredible thought leaders for yourself is to buy a ticket. Tuesday, April 25.

Contact Center 40

Contact Center Retail Loyalty Innovation 40

Kustomer

MAY 14, 2019

There are four core ways that customer service leaders track satisfaction: NPS. Here’s a quick (and simplistic) way to think of them: NPS is a measure of loyalty, CES is a measure of effort, CSAT is a measure of satisfaction, and sentiment is a measure of emotion. For example, are you segmenting your CSAT scores by demographic or product?

Customer Satisfaction 45

Customer Satisfaction Metrics Net Promoter Score NPS 45

Amity

DECEMBER 14, 2016

This is our most advanced product available , and we serve customers across many different industries, from finance to technology startups and everything in between. There are always at least two weekly recurring meetings: product enablement and renewals overview. Monday is that day for me. This week I also have a customer training.

Customer Success 84

Customer Success Management Roadmap Events 84

Currency Alliance

APRIL 13, 2017

How is it possible in today’s internet-enabled world that there’s this intermediary robbing that much value out of the loyalty ecosystem? That realization led me to assemble a team to create Currency Alliance and build a technology platform that placed the customer at the center of the loyalty ecosystem. Is that your goal?

Marketing 40

Marketing Loyalty Programs Loyalty Transportation 40

Qualtrics

AUGUST 8, 2019

Now the Chief Product & Research Officer at Tethr, an Austin-based AI company, he continues to be at the cutting-edge of CX research and enabling organizations to make more of data contained in the voice and chat conversations they have with their customers. The chronic suck zone: How to get out of it. Low-effort but low-stickiness?

Call Center 34

Call Center Social Media 2006 Brands 34

Chadwick Martin Bailey

JUNE 28, 2019

Common category disruptors: A new competitor is shaking up the category or maybe it’s you entering a new category. Common category disruptors: A new competitor is shaking up the category or maybe it’s you entering a new category. One of my favorite disruptors is new technology.

Insights 55

Insights Wireless Entertainment Financial 55

transcosmos Information Systems

AUGUST 13, 2018

Businesses across every industry have made improvements by leaps and bounds through the integration of advanced technology, and along with it, upgrades in their information technology infrastructure. Digital technology is disrupting every business sector. Disruptors have the advantage. Verdict: Confirmed. Verdict: Busted.

Transportation 63

Transportation Innovation Hotels Technology 63

Qualtrics

AUGUST 8, 2019

Now the Chief Product & Research Officer at Tethr, an Austin-based AI company, he continues to be at the cutting-edge of CX research and enabling organizations to make more of data contained in the voice and chat conversations they have with their customers. The chronic suck zone: How to get out of it. Low-effort but low-stickiness?

Call Center 20

Call Center Social Media 2006 Brands 20

Strativity

APRIL 27, 2023

The single most impactful miscalculation was to assume that the 2023 post-COVID economy would enable them to resume “business as usual” or at least to get close to pre-2019 operations. Food delivery apps are emerging as the real winners. It’s time to take back your margin. This can only be done by owning the customer relationship.

2022 52

2022 E-support Roadmap Download 52

Strativity

APRIL 27, 2023

The single most impactful miscalculation was to assume that the 2023 post-COVID economy would enable them to resume “business as usual” or at least to get close to pre-2019 operations. Food delivery apps are emerging as the real winners. It’s time to take back your margin. This can only be done by owning the customer relationship.

2022 52

2022 Roadmap Customer Relationships Brands 52

Bizagi

JANUARY 20, 2020

We’re all watching as innovative digital disruptors continue to shake up every industry. The prevailing advice to traditional enterprises is that the path towards transformation begins with doing as the disruptors do, providing more personalized, relevant services. Traditional enterprises have become digital dinosaurs.

Multi-Channel 52

Multi-Channel Touchpoint Entertainment Connections 52

Kustomer

DECEMBER 14, 2020

Many organizations are tapping into the power of technology to deliver on this digital shift, and scale without sacrificing their quality of support. But instead, AI in customer service can truly enable businesses to be more efficient and productive by eliminating menial work. In 2020, the whole world went digital at a rapid pace.

Technology 96

Technology E Commerce E-support 2020 96

CX University

JANUARY 30, 2018

In an era when disruptors like Uber, Netflix, and Amazon are reimagining markets and eroding the boundaries between markets, incumbents know they need to change. Our competitors are able to deliver greater levels of efficiency and effectiveness through digital technologies. One answer to this question is digitization.

Customer Experience 61

Customer Experience 2028 2018 2017 61

John Paul

JULY 26, 2018

Because of this, technology has remained been behind-the-scenes. Those who embrace this technological momentum are able to differentiate themselves from the competition, and empower their teams to provide a superior customer experience. Here are five specific technologies that will change the concierge landscape this year.

2018 45

2018 Technology Hospitality Hotels 45

Kustomer

MAY 29, 2019

Leveraging customer data and omnichannel communication capabilities enables companies to seamlessly connect with their customers in ways unavailable in other products. Kustomer is the only company to provide the technology and tools needed to meet the growing expectations of today’s consumer. About Kustomer.

Customer Service 74

Customer Service 2015 Omnichannel Leadership 74

Qualtrics

NOVEMBER 19, 2019

Netflix + Amazon — will the disruptors be disrupted? With Disney’s almost unrivaled catalogue of content, Apple’s trillions, and both companies’ strong brand image, how the original disruptors respond will be fascinating to watch as we go into 2020. On to 2020. The most innovative, inspiring, and inclusive Olympics yet.

2020 36

2020 Banking Events Social Media 36