NICE inContact

FEBRUARY 29, 2016

As I talk to many new customers about why they are moving to the cloud, I’m seeing several trends that demonstrate how we’re helping companies achieve their goals. The top reasons we see many companies adopting the cloud : Achieving both customer experience and business goals. Enabling global innovation.

2016 49

2016 Contact Center Omnichannel E-support 49

Avaya

OCTOBER 7, 2016

The evolving demands of digital-savvy customers have a deep impact on the contact center. In today’s highly connected society, customers are relying on other people around them to find information to solve issues. Despite playing such a crucial role in customer engagement, contact centers don’t always get the attention they deserve.

Contact Center 81

Contact Center Customer Experience Omnichannel 2016 81

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. She shares four excellent solutions to help manage your customer service more effectively. Shep Hyken. It’s a must-have.

Blog 92

Blog Technology Customer Service Management 92

Second to None

FEBRUARY 4, 2020

We are witnessing revolutionary changes to brick-and-mortar store layouts, customer relationship building efforts, and the overall value proposition to the customers they serve. 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.

Customer Journey 48

Customer Journey 2013 Retail Apparel 48

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. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Ready for 2017 and beyond?

2017 61

2017 Customer Engagement Engagement Contact Center 61

Eptica

FEBRUARY 26, 2016

Date: Friday, February 26, 2016 How are retailers working to improve customer experience? Published on: February 26, 2016. Author: Robin Tandon Customer experience is important to every industry, but particularly vital for retail. Driving online customers to the store In 2015 U.S. consumers spent $1.5

Retail 50

Retail E Commerce Customer Experience Apparel 50

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. Of course, your customers don’t care about any of this.

Voice of Customer 107

Voice of Customer 2016 Omnichannel Touchpoint 107

Customer Alignment

NOVEMBER 14, 2017

In 2016, Ikea, Homebase and Asda also chose not to take part in Black Friday. Asda’s spokesman stated: “Following feedback from customers that they wanted low prices throughout the festive season and not just for one day, Asda took the decision to step away from Black Friday.” Game and Debenhams also fared well in 2016.

Retail 40

Retail Customer Experience 2016 Events 40

Avaya

JULY 27, 2017

It’s the digital customer’s world—banks just live in it. 20% of bank customers are now digital-only users. For FSPs, this means being open, agile and integrated enough to support the future of the customer experience. Without question, AI is helping FSPs meet next-gen customer needs.

Financial 50

Financial Customer Experience Multi-Channel Banking 50

Talkdesk

JUNE 14, 2016

Good to see you, customer experience innovator. For you newbies, Talkdesk’s Customer Experience Weekly series explores all things customer experience. Self-service is exactly what it sounds like: It’s when customers help themselves, rather than engaging with a company representative. Shep Hyken || Forbes.

Customer Experience 40

Customer Experience 2016 Contact Center Omnichannel 40

Call Experts

NOVEMBER 20, 2019

For reference, this count is almost 10 million higher than what we saw in 2016. Customer activities and interactions with brands during the holiday season significantly impact contact centers. Customers always expect top of the line customer service from their favorite brands. Sometimes technology can help.

Contact Center 60

Contact Center Management Call Center 2018 60

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. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Ready for 2017 and beyond?

2017 40

2017 Customer Engagement Engagement Contact Center 40

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. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Ready for 2017 and beyond?

2017 40

2017 Customer Engagement Engagement Contact Center 40

Michelli Experience

MARCH 11, 2016

Mobile technology has reached unprecedented levels on innovation. Products like Google Cardboard are revolutionizing virtual reality, and yearly location-based innovations are creating astounding utility. In 2016, mobile marketing will be a must-have by many businesses. Five: The Omnichannel Approach is Dominating.

Technology 56

Technology Marketing Loyalty Programs Multi-Channel 56

Call Experts

NOVEMBER 20, 2019

For reference, this count is almost 10 million higher than what we saw in 2016. Customer activities and interactions with brands during the holiday season significantly impact contact centers. Customers always expect top of the line customer service from their favorite brands. Sometimes technology can help.

Call Center 49

Call Center Management Contact Center 2018 49

Calabrio

JUNE 23, 2016

So, any organization whose bottom line is directly impacted by customer experience must go digital, too. According to Dimension Data’s 2016 Global Contact Centre Benchmarking Report , phone is rapidly declining in popularity among young customers who are trying to communicate with a business.

Communication 40

Communication Omnichannel Social Media 2016 40

CSM Magazine

OCTOBER 26, 2016

The conventional approach to gaining customers, based on picking a segment of purchasers to target and developing products for that segment, is no longer enough. Ten principles at the heart of an effective customer strategy. The most successful companies continually experiment with innovations that make life better for customers.

E Commerce 66

E Commerce Customer Relationships Culture Retail 66

Avaya

NOVEMBER 8, 2017

In 2016, Ernst & Young introduced its Banking Relevance Index (BRI), designed to measure the importance of traditional banks to customers’ lives. The emergence of digital-only banks and alternative payment methods, combined with rapidly evolving customer needs and preferences, has undoubtedly turned the market on its head.

Banking 40

Banking Multi-Channel Financial 2011 40

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Multichannel” and “omnichannel” have been buzzwords for years now.

Exceptional Customer Service 40

Exceptional Customer Service 2018 Customer Service Hotels 40

John Paul

OCTOBER 22, 2018

The John Paul solution allows car manufacturers to create real relationships with their customers and respond to their growing issues around mobility. Customers of the largest car brands are now benefiting from John Paul’s services in white label. INNOVATION AT THE HEART OF JOHN PAUL’S APPROACH. ABOUT JOHN PAUL.

Automotive 40

Automotive Transportation Travel Banking 40

ERDM

SEPTEMBER 6, 2018

Article by Ernan Roman Featured on CMO.com During a recent conversation with Ruth Crowley, vice president of customer experience design at Lowe’s, I was struck by her statement that “to the customer, it is not an omnichannel experience. What is one marketing topic that is most important to you as an innovator?

Retail 40

Retail Omnichannel Entertainment Customer Experience Design 40

ERDM

SEPTEMBER 6, 2018

Article by Ernan Roman Featured on CMO.com During a recent conversation with Ruth Crowley, vice president of customer experience design at Lowe’s, I was struck by her statement that “to the customer, it is not an omnichannel experience. What is one marketing topic that is most important to you as an innovator?

Retail 40

Retail Omnichannel Entertainment Customer Experience Design 40

Solvvy

DECEMBER 16, 2019

Getting the customer experience right is a delicate balance. But what are they looking for in a good customer support experience, and what role can artificial intelligence play in increasing customer satisfaction? . Replacing human customer service agents with IVR technology: Bad idea. Customers hate it. .

Presentation 48

Presentation Customer Service Brands Technology 48

Storyminers

MAY 16, 2016

[Originally published on APADMI Apr 20, 2016 – Advice & Guides, Blog as:]. For example, encouraging reviews and promptly responding to feedback can aid a positive user experience, whilst also increasing trust between company and customer. Digital solutions can improve the customer experience in so many ways.

Retail 45

Retail 2016 Multi-Channel Travel 45

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

2020 132

2020 Customer Experience Magazine Consulting 132

CX Workout - Ideas Blog

AUGUST 3, 2018

My name is Alexander Doak and I’m the director of customer success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute. The first one is about customers. How we think about innovation in the digital age is fundamentally different.

Webinar 40

Webinar 2010 E Commerce Presentation 40

CX Workout - Ideas Blog

AUGUST 3, 2018

My name is Alexander Doak and I’m the director of customer success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute. The first one is about customers. How we think about innovation in the digital age is fundamentally different.

Webinar 40

Webinar 2010 E Commerce Presentation 40

CX Workout - Ideas Blog

AUGUST 3, 2018

My name is Alexander Doak and I’m the director of customer success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute. The first one is about customers. How we think about innovation in the digital age is fundamentally different.

Webinar 40

Webinar 2010 E Commerce Presentation 40

Retently

SEPTEMBER 17, 2018

Apple’s customer satisfaction and loyalty have been growing steadily over the years, reflecting the way consumers view the brand. As of 2016, the company had an NPS of 72 – one of the highest in the technology industry – following a decrease in 2018 to a score of 63. In 2007, its NPS was a respectable 58.

NPS 117

NPS Net Promoter Score Loyalty Omnichannel 117

Kustomer

MAY 14, 2020

Reply is the first acquisition for Kustomer, reinforcing Kustomer’s commitment to AI and machine learning capabilities throughout the customer journey. With Reply, Kustomer will now offer enhanced chatbot and deflection capabilities through its customer service platform.

Technology 94

Technology Customer Service Omnichannel 2015 94

Uniphore

JANUARY 4, 2022

Self Serve Omnichannel AI-driven intelligent virtual assistant (IVA). Uniphore Collaborates with Cisco to Enable Better Customer Experiences. How are you planning to leverage conversations to drive revenue and customer retention? Discover new ways to build and enhance contactless relationships with customers.

2022 126

2022 White Paper Contact Center Innovation 126

Kustomer

JUNE 27, 2022

A new era in customer service has arrived. The transformed landscape requires engagement like never previously seen, and customer service software is here to help. Innovative perspectives and solutions are necessary to expertly navigate this altered, ever-evolving terrain. What Is Customer Service Software?

2022 98

2022 Customer Service E Commerce E-support 98

Strativity

APRIL 27, 2023

This article was written by James Lanyon, EVP, Strategy & Innovation ( james.lanyon@materialplus.io ) , and Sean Eidson, VP, Strategy & Innovation ( sean.eidson@materialplus.io ) at Material. This can only be done by owning the customer relationship.

2022 52

2022 E-support Roadmap Download 52

Eptica

JULY 15, 2016

Date: Friday, July 15, 2016 How to embrace change and become a customer-adaptive enterprise. Published on: July 15, 2016. Focusing on the customer is going to be central to any successful transformation for existing brands. Author: Laurence Chami Change is the watchword for business today.

Multi-Channel 54

Multi-Channel Contact Center 2016 Competitive Advantage 54

Strativity

APRIL 27, 2023

This can only be done by owning the customer relationship. To get there, restaurants need to embrace change as a constant and then optimize, roadmap, and even blow some things up in order to respond faster and exceed customer needs. Material works with some of the largest and most innovative restaurant brands.

2022 52

2022 Roadmap Customer Relationships Brands 52

Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. When it comes to the power of IoT and data, it’s high time customer engagement gets involved, and it all begins with the contact center. Here are my 7 predictions and key advice on where the contact center is going in 2016 and beyond.

Customer Engagement 53

Customer Engagement Engagement Contact Center 2016 53

CX University

OCTOBER 19, 2017

Companies are shooting themselves in the foot consistently around their customer experience. In the past 18 months, we’ve seen several major brands back pedal from serious customer experience mistakes. German customer experience has long been considered very bad. What is the most important aspect of the customer experience?

Customer Experience 66

Customer Experience Culture Metrics Airlines 66