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

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

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. 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

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. The disruption wrought by COVID-19 has only accelerated that by advancing technology, socio-economic change, and evolving consumer needs.

Transportation 82

Transportation Consumers Innovation 2016 82

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. Moreover, it’s fascinating to see how technology helps us understand how different moments in an experience evoke emotions.

2002 167

2002 2016 Books Consulting 167

ijgolding

SEPTEMBER 15, 2016

Chatbots – computer programs that mimic conversations with users by using artificial intelligence (AI) – are the latest technology trend to hit the webchat world. There is no doubt that chatbots are here to stay, with tens of thousands of chatbots expected to be released in 2016.

Innovation 0

Innovation Customer Experience Fashion 2006 0

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

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. Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support.

2016 0

2016 Customer Service Social Media 2015 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. My POV: Of course it would be to say that we need more women in technology. That’s it. I will keep it simple. You are my heros.

2016 40

2016 Marketing Events Leadership 40

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

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

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

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

Natalie Petouhof

FEBRUARY 21, 2016

Tweet The SuperNova Awards honor leaders that demonstrate excellence in the application and adoption of new and emerging technologies. Using the Sales Cloud to Grow Win Ratios… We will be recognizing nine individuals who demonstrate true leadership in digital business through their application of new and emerging technologies.

2016 40

2016 Customer Service Customer Experience E Commerce 40

Second to None

FEBRUARY 4, 2020

Advanced technology has served as a disrupting factor in most industries, but it has been especially impactful for grocery brands. One change that cannot be ignored is the effect that digital technology has had in terms of the journeys customers take when finding and choosing a grocery brand. 3-18, 2016. About the survey.

Customer Journey 48

Customer Journey 2013 Retail Apparel 48

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.). ” That’s actually the wrong approach.

Chief Customer Officer 185

Chief Customer Officer Leadership Hotels 2016 185

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

Avaya

OCTOBER 7, 2016

We have been working with our customers across the Asia Pacific to provide cost-effective, integrated, personalized customer experiences with our world-class contact center and unified communications technologies and services. Technology has essentially given it a facelift and elevated its importance in the customer relationship journey.

Contact Center 81

Contact Center Customer Experience Omnichannel 2016 81

CXApp

DECEMBER 12, 2017

Then came the Millennials, with a large focus on social communities, networking, and collaboration through technology. More influential, however, is the technology that fueled this generational change. When the Baby Boomers were around, technology was barely starting to catch hold. Let’s take a closer look.

Technology 40

Technology 2024 2016 Innovation 40

CXApp

DECEMBER 12, 2017

Then came the Millennials, with a large focus on social communities, networking, and collaboration through technology. More influential, however, is the technology that fueled this generational change. When the Baby Boomers were around, technology was barely starting to catch hold. Let’s take a closer look.

Technology 40

Technology 2024 2016 Innovation 40

transcosmos Information Systems

MARCH 5, 2019

To be more exact, you must be able to find the best talents and utilise the most advanced technologies. Cloud Technology. Deloitte, 2016 ). Deloitte, 2016 ). The state of outsourcing in the global setting from 2016 to 2018. million jobs in 2016. Information Technology Outsourcing. in 2016 to 11.9%

2019 75

2019 2017 2018 2016 75

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. We’ve updated it for 2017. What CX trends do you see emerging this year?

Customer Experience 68

Customer Experience 2017 2016 Wireless 68

Customer Enthusiast

OCTOBER 26, 2018

To be clear: Comcast is not a client and this blog post is not intended to be a PSA on the company’s renewed commitment to customer service. Values) Service, Learning, Contribution, Accessibility, Empowerment, Inclusion, Diversity, Sustainability, and Innovation. Since 2016, Comcast has seen a 20-point increase in its NPS score.

Customer Experience 90

Customer Experience Net Promoter Score 2011 Culture 90

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. We’ve updated it for 2017. What CX trends do you see emerging this year?

Customer Experience 55

Customer Experience 2017 2016 Wireless 55

Call Experts

NOVEMBER 20, 2019

For reference, this count is almost 10 million higher than what we saw in 2016. Sometimes technology can help. Balancing headcount with technology helps to enhance customer service experience during the holidays. Technology can help your teams in a variety of ways: Provide faster and better training to the seasonal agents. .

Contact Center 60

Contact Center Management Call Center 2018 60

Provide Support

MARCH 16, 2016

Modern technology keeps evolving at a rapid rate, and ‘this is how we do things’ is no longer an effective strategy for customer service, whatever your business is. How about taking the next step and investing in an innovative tool to make your team more efficient and effective?(.). It’s no longer enough, actually.

2003 46

2003 2015 2016 Innovation 46

Avaya

SEPTEMBER 26, 2016

In a recent blog , I mentioned my sister-in-law’s frustration at not being able to use her smart phone for work purposes and how many businesses are struggling with the mindset change required for real digital transformation. The post The Value of Enterprise Mobility—Spread the Love appeared first on Avaya Connected Blog.

2016 78

2016 Government Communication Blog 78

Avaya

JULY 27, 2017

It’s easy to see why top analyst firms expect AI to reshape the CX more than any other technology over the next five years. However, the technology also offers inherent organizational benefits. A 2016 Harris poll, for instance, found that 80% of millennials are not invested in the stock market, and 34% don’t know how.

Financial 50

Financial Customer Experience Multi-Channel Banking 50

Talkdesk

MAY 20, 2016

This blog post is an Opentalk 2016 panel recap. That’s not a technology trick; that’s psychology ! TODD : My advice to vendors hoping to get the best ROI with technology is to partner up early. Opentalk will explore how technology can improve the customer experience by enhancing customer loyalty and happiness.

Customer Centricity 40

Customer Centricity 2016 Roadmap ROI 40

Avaya

OCTOBER 19, 2017

Last year, NYC311 set a new record for the most annual contacts with 35,982,514 customer requests for services or information in 2016—surpassing its 2015 record by 5%. NYC311 is an undisputed industry leader, proving that there is limitless opportunity to innovate through communications.

2003 51

2003 Government 2015 2014 51

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Here are three key trends to watch: 1.

2017 61

2017 Customer Engagement Engagement Contact Center 61

Call Experts

NOVEMBER 20, 2019

For reference, this count is almost 10 million higher than what we saw in 2016. Sometimes technology can help. Balancing headcount with technology helps to enhance customer service experience during the holidays. Technology can help your teams in a variety of ways: Provide faster and better training to the seasonal agents. .

Call Center 49

Call Center Management Contact Center 2018 49

transcosmos Information Systems

FEBRUARY 13, 2018

While many were skeptical about this idea, Bezos proved them wrong when his company made actual drone deliveries for the first time to customers in the UK in December 2016. Bezos’ propensity for using technology to enhance the customer experience comes from his belief that companies should develop “ obsessive customer focus.”.

2009 84

2009 2013 2015 2016 84

Storyminers

FEBRUARY 2, 2016

Last week’s post predicted that customers won’t stand for technology that constantly sells to them. It predicted 2016 as the year predictive analytics and other ‘sensing’ technologies will be used to serve customers first. The use of emotions in experience design will be covered in upcoming blogs.

Sales 45

Sales Hospitality Guest Experience 2016 45

ClientSuccess

MAY 10, 2019

These attributes are also needed by customer success leaders and SaaS leaders as they build technology solutions, people, processes, strategies, and execution motion around creating world-renowned customer experiences. Blog Posts: 6 Metrics that Help Calculate Your Customer’s Health & SuccessScore. Experience.

2016 48

2016 Customer Success 2018 Culture 48