Experience Investigators by 360Connext

FEBRUARY 16, 2015

Besides the predictable onslaught of product announcements and amazing trade show booths, many discussions around the needs of future customers took place recently at the Consumer Electronics Show , the behemoth of tech conferences, in Las Vegas, Nevada. It’s not about worrying what the technology background is.

Marketing 250

Marketing Innovation Transportation Demo 250

Tricia Morris

JULY 23, 2015

For everyone who was customer service when customer service wasn’t cool, we have arrived. Customer service and customer-centricity is definitely cool now. In the new 2015 State of Multichannel Customer Service Report , 98% of U.S. Read more about the app here.).

Innovation 105

Innovation Customer Service 2015 Customer Service Representative 105

Experience Investigators by 360Connext

MARCH 18, 2015

A photo posted by Jeannie Walters (@jeanniewalters) on Mar 14, 2015 at 1:04pm PDT. . Post by 360Connext – Customer Experience Investigation. The technology offered at SXSW , whether in the form of using the Oculus at the Exhibit Hall or getting a brain hack at a party, forces me to think about the future in different ways.

Interaction 275

Interaction 2015 Innovation Fashion 275

Alida

AUGUST 3, 2016

Still unsure about attending the 2016 Customer Intelligence Summit? Tired of trying to convince your boss why you should join other customer-centric leaders in Chicago this September? Julie Murtha (@JulieMurtha) October 22, 2015. Action : provides best practices and useful tactics for users of customer intelligence software.

2015 167

2015 Workshop Customer Centricity Innovation 167

TechSee

FEBRUARY 1, 2021

TechSee has been out there since 2015 driving change with innovation, working to make a difference. Our technology allows contact center agents and technicians to remotely guide customers on how to fix and install their products using video, Computer Vision, AI and augmented reality. How, what and why?

Innovation 84

Innovation 2021 2015 Insurance 84

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. Download report for $195.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

Experience Investigators by 360Connext

APRIL 23, 2015

Have you ever struggled with how you can listen better to your customers? Amy agreed to an impromptu interview at the TripIt Lounge to share some ideas about feedback and customer input for my podcast which I co-host with Adam Toporek , Crack The Customer Code. Jon Galloway (@jongalloway) April 12, 2015. Think about it.

Social Media 218

Social Media Travel Rewards Programs Innovation 218

transcosmos Information Systems

MAY 25, 2015

For the most part, the fundamentals of customer service remain the same. It’s no secret that mobile networks, social media and the widespread use of smartphones drastically altered the customer service landscape. Customers are now seeking to buy products from companies whose values or philosophies align with their own.

2015 82

2015 Multi-Channel Social Media Definition 82

Experience Matters

SEPTEMBER 16, 2015

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2015 , The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from IT decision makers in large North American organizations. in 2015—an increase of more than eight points—after two straight years of declining scores.

2015 89

2015 NPS Net Promoter Score B2B 89

Think Customers

DECEMBER 8, 2014

Disruption in business involves having the ability to sense changes occurring in technology, customer behaviors, and product demands and being able to evolve quickly and implement plans outside the norm for long-term survival. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

2015 81

2015 Innovation Customer Engagement Blog 81

Alida

AUGUST 16, 2016

To appreciate just how dominant they have become, consider these stats: According to Forrester Research’s 2015 Customer Lifecycle Journey report, 81 percent of companies now have community-type support channels—a steep increase from 2012’s 67 percent figure. Customers demand a seat at the table.

2015 0

2015 Social Media 2012 Innovation 0

Oracle

DECEMBER 11, 2019

As 2019 draws to a close and a new year and a new decade are nearly upon us, we’re looking back at the year’s biggest AI innovations. Companies have applied artificial intelligence and machine learning to everything from enhancing the customer experience to revolutionizing medicine. AI changes how we manage our money.

2019 52

2019 Innovation Financial Sports 52

Think Customers

JANUARY 6, 2015

With each passing year, customer expectations become increasingly daunting. Companies find themselves racing to keep pace with the latest strategies and technologies. Yet, often times, the greatest innovators are those who keep things simple. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

2015 109

2015 Loyalty Innovation Blog 109

Avaya

SEPTEMBER 2, 2016

Here in the Middle East, the biggest event that brings together technology vendors, partners, and their all-important customers is GITEX Technology Week, happening in October in Dubai. I’m proud to say that when Avaya attended GITEX in 2014, we came prepared with a solution that did just that. So what are we bringing for 2016?

Innovation 40

Innovation Feedback 2014 2015 40

CX Journey

AUGUST 4, 2015

Image courtesy of Celestine Chua Do you think that the speed of innovation is too fast for your customers? Do you know how your customers feel about the pace? So if you're not innovating for your customers, for whom are you innovating? or innovation? Is that truly innovation? or just right?

Innovation 73

Innovation 2015 Social Media Government 73

InMoment XI

JULY 7, 2015

The leaders of Mountain America decided to revamp their member/customer. View Article.

2015 200

2015 Innovation Customer Insights Article 200

InMoment XI

JULY 7, 2015

The leaders of Mountain America decided to revamp their member/customer. View Article

2015 200

2015 Innovation Customer Insights Article 200

InMoment XI

JULY 7, 2015

The leaders of Mountain America decided to revamp their member/customer. View Article

2015 200

2015 Innovation Customer Insights Article 200

Customers That Stick

MAY 13, 2015

In the Temkin Group’s 2015 Experience Ratings Industry Snapshots, Internet Service Providers were ranked last out of 20 different industries. Comcast announced recently that it will be putting a massive effort behind changing its customer service. The announcement will come as welcome news to many Comcast customers.

Customer Service 146

Customer Service Poor Customer Service Wireless 2015 146

Michelli Experience

AUGUST 31, 2016

All of this disruption is designed to create an enriched customer experience! For the purpose of this blog let’s just focus on two elements of the Domino’s pizza delivery innovation. The first started in 2015 when Domino’s began testing driverless delivery vehicles (something Domino’s calls DRU – Domino’s Robotic Unit ).

Technology 75

Technology Travel 2015 Innovation 75

Kustomer

DECEMBER 5, 2019

I wanted to take a few minutes and talk about reimagining customer service and the future of Kustomer. I’ve always been passionate about great customer experiences. Most importantly, I’ve seen that a maniacal focus on customer service wins every time. The Power of a Customer-Centric Platform.

Customer Service 98

Customer Service E-support Omnichannel Exceptional Customer Service 98

Think Customers

SEPTEMBER 29, 2016

Yesterday at Advertising Week in New York City, MLB, NBA, and NFL executives shared their thoughts on the evolution of customer engagement in major league sports and why they’re experimenting with new technologies from live video to virtual reality. In 2015, 86 percent of U.S. adults between the ages of 18 and 29 owned.

Sports 94

Sports Innovation 2015 Advertising 94

Alida

FEBRUARY 22, 2017

Most companies know what their customers buy, when they purchase and where. But few truly understand why those customers buy—why customers choose to have a relationship with companies to begin with. Business leaders need to step back and more clearly define what customer relationships mean to them.

Customer Relationships 180

Customer Relationships Customer Centricity 2015 Loyalty Programs 180

Alida

OCTOBER 17, 2017

In the age of companies like Amazon, Airbnb and Apple, health care organizations are lagging other industries in customer experience. Retail, hospitality and other industries are setting a high bar, delivering innovative experiences to their customers. Build your technology stack to better serve patients.

Hospitality 247

Hospitality 2015 Retail Leadership 247

Natalie Petouhof

JANUARY 24, 2016

Tweet DMN and The Hub have combined forces this year to present the Marketing&Tech Innovation Awards, which honor the most innovative strategies, platforms, and people in marketing today. Analytics Innovation. Content Marketing Innovation. Email Marketing Innovation. Mobile innovation. Social innovation.

Innovation 40

Innovation 2016 Marketing Social Media 40

CSM Magazine

FEBRUARY 17, 2023

Yishay Carmiel, Founder and CEO of Meaning , explains how AI-powered assistive voice technology is set to power the customer service industry by minimizing barriers created by language and cultural nuances. The appetite for technology aimed at improving language and speech comprehension is there, and it’s easy to understand why.

Customer Service 52

Customer Service Call Center Magazine 2015 52

Forrester

NOVEMBER 11, 2015

In 2015, customer experience (CX) rose to the number one priority for business and technology leaders. In 2016, it will be among the top 10 critical success factors determining who will win and who will fail in the Age of the Customer. And for good reason: better customer experience correlates to stronger revenue growth.

2016 105

2016 Innovation Insights 2015 105

CSM Magazine

AUGUST 3, 2021

Manu Steijaert, McDonald’s Executive Vice President and Global Chief Customer Officer. McDonald’s Corporation has appointed Manu Steijaert, a McDonald’s veteran, as its first Global Chief Customer Officer. He will be leading a new Customer Experience team. There he managed restaurant innovation efforts.

Chief Customer Officer 52

Chief Customer Officer 2001 2012 Touchpoint 52

Gainsight

APRIL 26, 2023

During the Pulse 2022 opening keynote, Nick Mehta, CEO of Gainsight, reflected “In 2013, there were 300 people in this room, and there were like 500 people in customer success, literally.” To get pumped up, we thought we’d share our top 10 moments from the last 10 years of defining the customer success industry at Pulse.

2015 52

2015 2023 2013 2022 52

TechSee

APRIL 2, 2019

And with 51% of Americans now preferring to shop online, the pressure on customer support operations is about to increase exponentially. However, most of these innovations revolve around language. The missing link has always been the visual dimension: the ability to show the customer exactly how to proceed. Object Recognition.

Contact Center 174

Contact Center Average Handle Time Insurance B2C 174

Think Customers

JUNE 24, 2015

Drawing in new customers is more challenging than ever as companies compete to engage consumers who have a rapidly shrinking attention span and high expectations. Here are three takeaways for your own customer acquisition strategy. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

2015 81

2015 Innovation Customer Engagement Blog 81

Oracle

JANUARY 2, 2020

There’s no doubt that the wearable technology and health app market exploded in the last few years, growing from 84 million units in 2015 to 245 million units in 2019. Here are some interesting wearable technologies and health apps to keep an eye out for in 2020. Fitness wearables with health apps.

Technology 52

Technology 2020 Healthcare 2024 52

Alida

JULY 28, 2016

To learn more about this topic, join us at the 2016 Customer Intelligence Summit , where Lauren Meewes, senior program manager of seller at eBay, and Catherine Makk, vice president of global insights at HarperCollins, will share how to use customer feedback to give context and meaning to big data. The big data hype is officially dead.

2010 160

2010 Social Media 2016 2013 160

Tricia Morris

JULY 13, 2015

In the newly-published 2015 U.S. Multichannel Customer Service Report from Microsoft Dynamics CRM and Parature, from Microsoft, 92% of consumers surveyed said they now expect brands and organizations to offer a customer self-service support portal. Think Like Your Customers. Design with your customer in mind.

2015 94

2015 Download Innovation Social Media 94

Customer Bliss

MARCH 30, 2017

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. And now, customer experience labs have come en vogue in the last couple of years.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

Natalie Petouhof

FEBRUARY 28, 2016

Armed with a brand new user experience and analytics, this latest release includes innovations in performance management to help organizations gain even greater insight into how employees are performing, how well goals are being met and how to better engage and take action on these insights.

Innovation 45

Innovation Management E-support Contact Center 45

Alliance by IFS

JUNE 19, 2019

Astea Partners with YASH Technologies to Help Service Providers Derive Maximum Value from the Alliance Enterprise™ Solution. a leading global provider of field service management and mobility solutions , is proud to announce the addition of YASH Technologies to its solution implementation partner network. About YASH Technologies.

Technology 36

Technology 2019 2015 Customer Centricity 36