OpinionLab

NOVEMBER 1, 2016

3) CX innovation is accelerating. To cut through the hype, several major brands discussed how they assess CX innovation. Amazon’s advice when innovating: don’t be afraid to fail. OpinionLab customer Expedia provided an overview of their future lab where they are doing some cutting edge work to innovate in the digital space.

2016 60

2016 Innovation Return on Investment Airlines 60

Talkdesk

MAY 17, 2016

Opentalk 2016 is upon us. Happily, we’re diligently reporting on all the happenings and learnings at Opentalk 2016. This blog post will serve as a hub of our Opentalk content. This blog post will serve as a hub of our Opentalk content. Live and Post-Event Blog Coverage. Pre-Event Blog Coverage. Opentalk2016.

2016 40

2016 Events Social Media Omnichannel 40

OpinionLab

AUGUST 23, 2016

Each omnichannel retailer that presented and I spoke to seem to be tackling this test head on but in a slightly different way – with lots of innovation in evidence. This innovation isn’t going to stop and the industry seems surer than ever that – despite isolated scare mongering from outside – the store is far from dead.

2016 60

2016 Customer Journey Mapping Apparel Omnichannel 60

Tricia Morris

MARCH 4, 2016

At Microsoft, and most absolutely with our customer service technology, we take these words to heart as we continue our consistent growth and progress among a steady stream of early 2016 award wins which now includes the 2016 CRM Magazine Service Leader Awards. ———-.

Magazine 51

Magazine 2016 Innovation Technology 51

NICE inContact

OCTOBER 28, 2016

Customer experience continues to evolve rapidly, and our team is uniquely positioned to lead this innovation. In our 2016 Consumer Research Report , we found that customer support representatives (CSRs) are still using phone-based support 86% of the time. Integrate with 3rd party platforms to create a unified customer experience.

Contact Center 65

Contact Center 2016 Social Media 2017 65

Talkdesk

MAY 6, 2016

It promises to bring together today’s greatest CX innovators and customer-centric business leaders to discuss the future of customer communication. Our blog has run down a partial list of the amazing speakers at Opentalk 2016 and written individual announcements of others. Talkdesk’s customer experience extravaganza approaches.

2016 40

2016 Call Center Innovation Customer Centricity 40

Middlesex Consulting

NOVEMBER 28, 2016

Note that the definition of innovation is essentially identical to the definition of customer value creation. This is because “innovation” without the creation of customer value is just another lesson learned along a journey. When the innovation is successful in meeting customer needs, it is INNOVATION.

Innovation 60

Innovation Hospitality Healthcare 2012 60

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. In 2016, major companies had some very public blunders due to customers sharing their bad customer service experience on social media.

Blog 93

Blog Technology Customer Service Management 93

Avaya

SEPTEMBER 2, 2016

While GITEX is a great opportunity for vendors, including Avaya, to showcase our newest, most exciting, most innovative products and solutions, it is also a pretty tough spotlight. So what are we bringing for 2016? The post Building Innovation on Customer Feedback appeared first on Avaya Connected Blog.

Innovation 40

Innovation Feedback 2014 2015 40

Avaya

JUNE 14, 2016

In fact, a study by Marchex released earlier this year estimated that I and my fellow Americans will be on hold in 2016 for more than 900 million hours. Give us a use case (problem) and with Breeze, an innovative, scalable, secure solution can be developed in days to weeks. That’s a lot of wasted time. So what do I end up doing?

Innovation 40

Innovation 2016 Contact Center Document 40

Beyond Philosophy

OCTOBER 12, 2016

Some savvy marketers at McCann Melbourne have embraced this concept and have come up with an innovative way to marry the idea of personalized Customer Experience and emotions. As Customer Experience Consultants in 2016, we are delving into what causes a person to feel emotions these days. The Future of the Emotional Experience.

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2002 2016 Books Consulting 167

Comm100

JANUARY 14, 2016

As technology continues to open new avenues for innovation and business transformation, so too will the shopping and buying habits of consumers. As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. The use of mobile devices has been growing rapidly for several years now.

2016 0

2016 Customer Service Social Media 2015 0

Chadwick Martin Bailey

AUGUST 5, 2020

I couldn’t have imagined that four years after I blogged about Uber’s evolving brand promise , we’d be debating the safety of a trip to the grocery store. With so much in flux, we do know this: a deep understanding of consumer motivations is critical to successfully innovating amid disruption.

Transportation 82

Transportation Consumers Innovation 2016 82

Middlesex Consulting

NOVEMBER 27, 2016

Note that the definition of innovation is essentially identical to the definition of customer value creation. This is because “innovation” without the creation of customer value is just another lesson learned along a journey. When the innovation is successful in meeting customer needs, it is INNOVATION.

Innovation 60

Innovation Hospitality Healthcare 2012 60

ijgolding

SEPTEMBER 15, 2016

There is no doubt that chatbots are here to stay, with tens of thousands of chatbots expected to be released in 2016. Elena spends her free time running a fashion blog, presenting a weekly radio and attempting to go to the gym. And, who wouldn’t prefer one application on their smartphone over thirty?

Innovation 0

Innovation Customer Experience Fashion 2006 0

Natalie Petouhof

MARCH 10, 2016

Tweet Direct Marketing News is honored to announce the 2016 Honorees to the Marketing Hall of Femme! On April 8, 2016, we’re celebrating all of their outstanding achievements and more. These incredible women have storied careers, take risks, and push the industry and their companies forward with their edgy marketing strategies.

2016 40

2016 Marketing Events Leadership 40

Storyminers

JUNE 3, 2022

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. 2016 Answer. 2016 will be the year that technology will (finally) let us put humans first again. We’ve updated it for 2017. What CX trends do you see emerging this year?

Customer Experience 59

Customer Experience 2016 2017 Wireless 59

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

SaleMove

SEPTEMBER 17, 2020

When PSECU, Pennsylvania’s largest credit union, implemented Glia’s chat functionality back in 2016, they saw a large increase in chat volumes and knew they needed to find a way to continue to provide the same level of excellent service for their members.

2016 95

2016 2019 Demo Download 95

Provide Support

DECEMBER 13, 2016

That is why it is important to stay connected with your customers and keep them informed about your company innovations and events. In this blog post I would like to offer you 6 strategies you may take to stay connected with your customers and create positive customer experience. (.). Published in Provide Support Blog , 2016.

Connections 67

Connections 2003 B2C 2015 67

SaleMove

SEPTEMBER 17, 2020

When PSECU, Pennsylvania’s largest credit union, implemented Glia’s chat functionality back in 2016, they saw a large increase in chat volumes and knew they needed to find a way to continue to provide the same level of excellent service for their members.

2016 52

2016 Blog Customer Service Engagement 52

Customer Bliss

OCTOBER 13, 2016

In this post, we’ll discuss some recipe cards related to my fourth competency, experience reliability and innovation, and how that can help you with customer defection. ” Look, it’s 2016. We’ll be back next week with a new podcast and blog — but for now, anything else on customer defection?

Leadership 162

Leadership Culture 2016 Metrics 162

Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event.

Omnichannel 40

Omnichannel Connections 2016 Contact Center 40

Beyond Philosophy

FEBRUARY 27, 2017

Engaged employees aren’t just satisfied with their working conditions and pay, they want to go above and beyond, to innovate and advance the company’s goals. It was one of Fortune Magazine’s 100 best companies to work for in 2016, and it is committed to giving employees a path to advancement by promoting them from within.

Rewards Programs 133

Rewards Programs Hotels Travel Chief Customer Officer 133

Provide Support

NOVEMBER 15, 2016

Some businesses use out-of-the-box ideas to win more customers and leave less innovative competition in the dust. In this blog post I would like to share best holiday season practices from business and customer service leaders. Published in Provide Support Blog , 2016. Take a look at them. (.). Read more.

2003 60

2003 2015 2016 Retail 60

Michel Falcon Experience

AUGUST 17, 2016

Employee engagement software company, 15five, recently published a blog post covering some very interesting employee engagement trends for 2016. As the blog post suggests, there is an abundance of data and real-life case studies that suggest employee engagement can be a growth strategy for businesses of all sizes, across any industry.

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Blog 2016 Engagement Webinar 127

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Published on: January 20, 2016. As always, leading analysts have provided their own thoughts, and in this blog I’d like to look at trends highlighted by Forrester and Gartner. Will all of these predictions come to pass in 2016?

Customer Service 49

Customer Service 2016 2015 E Commerce 49

Customer Bliss

APRIL 7, 2016

Tim Calkins, a marketing professor at Northwestern’s Kellogg School of Management, wrote an article in early 2016 entitled “Nobody Asked For Uber.” Again, more on that in a separate blog post coming up later.).

Chief Customer Officer 185

Chief Customer Officer Leadership Hotels 2016 185

Beyond Philosophy

OCTOBER 24, 2016

Despite their heavy losses in R & D, they continue to maintain a reputation for being innovative. If you enjoyed this post, you might be interested in the following blogs: Revolutionary Thinking on Customer Loyalty. Apparently, it’s working. They came out on top of all the carmakers in the Customer Experience Index.

Insights 167

Insights 2015 Books 2016 167

OpinionLab

SEPTEMBER 16, 2016

Despite the attention-grabbing heading, there is a lot of truth in what they said: organizations are now falling over themselves to deliver better customer experiences across all channels and are becoming increasingly innovative in their approaches. But the challenge they face is significant.

Voice of Customer 107

Voice of Customer 2016 Omnichannel Touchpoint 107

OpinionLab

MARCH 17, 2016

OpinionLab’s Winter Release 2016 specifically addresses this issue. The OpinionLab 2016 Winter Release represents the ability for the entire organization to view, label and annotate customer feedback and create – in real time – critical organizational context necessary to collaborative understanding of CX and coordinated CX improvement.

2016 108

2016 Touchpoint 2015 Retail 108

West Monroe

JULY 11, 2017

During the 2016 holidays, they shipped over 1 Billion items. December 23, 2016 happened to be the busiest shopping day of the year. Prime Day is not only $1 Billion in sales revenue – it’s another innovative way Amazon is staying ahead of the competition (and keeping Prime members like me more loyal than ever).

2016 82

2016 Contact Center Innovation Loyalty 82

Provide Support

MAY 4, 2016

According to Gartner , by 2017, 50% of consumer product investments will be redirected to customer experience innovations. Published in Provide Support Blog , 2016. Hence, the need to create a strong customer service team which will enable the delivery of great customer experience. The need is becoming more acute and palpable.

Customer Service 44

Customer Service 2003 2015 2016 44

Natalie Petouhof

MAY 11, 2016

Tweet I’m judging the 2016 Constellation SuperNova Awards ! Nominate yourself or someone you know before August 8, 2016. To learn more, apply here: https://www.constellationr.com/events/supernova/2016. innovation in the cloud, ENSW cost savings, cloud ERP, efficient app production). About the SuperNova Awards.

2016 40

2016 Innovation Leadership Retail 40

Second to None

FEBRUARY 4, 2020

Alongside overall digital influence growth, mobile’s in-store influence has also expanded from 5 percent in 2013 to more than one-third (37 percent) in 2016. This leaves ample opportunity for brands to innovate through digital technologies and deliver compelling grocery experiences. 3-18, 2016. About the survey.

Customer Journey 48

Customer Journey 2013 Retail Apparel 48

Natalie Petouhof

FEBRUARY 21, 2016

February 8, 2016 application process begins. August 8, 2016 last day for submissions. September 7, 2016 finalists announced and invited to Connected Enterprise. September 12, 2016 voting opens to the public. September 21, 2016 polls close. Technology Optimization & Innovation. Who Won Last Year?

2016 40

2016 Customer Service Customer Experience E Commerce 40

Storyminers

JANUARY 12, 2017

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. 2016 Answer. 2016 will be the year that technology will (finally) let us put humans first again. Read more at www.storyminers.com and check out the blog on CX, design and customer engagement. .

Customer Experience 68

Customer Experience 2017 2016 Wireless 68