NICE inContact

MAY 12, 2017

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. In 2017, it became increasingly clear that tracking a customer’s journey needs to be part of a broader corporate imperative to coordinate marketing, selling, service and customer care.

Contact Center 48

Contact Center 2017 Connections 2020 48

Avaya

OCTOBER 2, 2017

One thing you can be sure of about Avaya at GITEX 2017 Technology Week: We will stand out from the crowd. Often, this approach means we take technology in completely unexpected directions. For us, our customers and partners, the conversation has moved on from being just about technology, and on to what you want to make with it.

2017 43

2017 Technology 2005 Telecommunications 43

Oracle

NOVEMBER 27, 2019

Modern retailers understand this new omnichannel reality and are adopting retail innovation strategies to meet shoppers wherever they are — and on whatever device they choose. Fast-food restaurants may get even faster thanks to retail innovation in customer service tech. Technology hasn’t just transformed customer service.

Retail 74

Retail Innovation 2019 Multi-Channel 74

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. Ready for 2017 and beyond? Start here.

2017 61

2017 Customer Engagement Engagement Contact Center 61

CSM Magazine

FEBRUARY 28, 2024

It’s been a long and fascinating journey of growth, innovation, and an unwavering commitment to putting people first. From day one, the goal was clear – solve problems for customers and agents by leveraging technology in innovative ways. It’s about empowering people with technology. How did we get here?

Leadership 52

Leadership 2024 Innovation 2017 52

Oracle

SEPTEMBER 25, 2018

Oracle OpenWorld 2018 will take place October 22-25 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. Oracle Cloud Apps: Your Innovation Machine Built on AI, IoT, and Blockchain. Learn More. Learn More. Learn More.

2018 53

2018 Technology E Commerce 2017 53

Retently

MARCH 29, 2023

From implementing innovative features to perfecting the customer experience, today we’ll share the secret ingredients that make Tesla so special. Tesla brings innovation When you drive a Tesla, your concept of what a car should be is irrevocably shaken. Tesla’s autopilot technology is a significant selling point for its vehicles.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

Storyminers

JANUARY 24, 2017

This article appeared first January 10, 2017 at SharpenCX.com. Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. How do you expect customer expectations to change in 2017? What’s the most important thing contact center managers should prepare for in 2017?

Contact Center 53

Contact Center 2017 Brands Hospitality 53

Avaya

OCTOBER 31, 2016

In a 2011 webinar, Gartner Research Vice President Laura McLellan boldly said that by 2017, the CMO would spend more on IT than the CIO. Now that we’re just shy of 2017 (how time flies!) If you think back (even as recently as 10 years ago), organizations didn’t use much marketing technology in order to achieve their objectives.

Technology 74

Technology Marketing 2017 Social Media 74

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. Ready for 2017 and beyond? Start here.

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. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

2017 40

2017 Customer Engagement Engagement Contact Center 40

Method:CRM

OCTOBER 29, 2018

Technology is changing the accounting industry. Join Method:CRM at QuickBooks Connect San Jose for a fireside chat on “The Technology Empowered Accountant: Building a Profitable Technology Stack.” Where: QuickBooks Connect San Jose (location TBA) and Facebook Live. When: November 6, 2018 at 1:00 pm PT.

Connections 40

Connections 2014 2018 Consulting 40

TechSee

MAY 15, 2018

All eyes were on the smart home market in 2017. While the connected home market is growing steadily, it certainly has not exploded. In fact, according to PwC’s 2017 consumer study of the IoT and the connected home, while 81% of consumers are aware of smart technology, only 26% actually own a smart device.

Marketing 111

Marketing Wireless 2017 2016 111

ShepHyken

JANUARY 30, 2017

Media Post) The digital economy has driven innovation and created new channels and profit centers, but organizations that look at technology to totally displace human interaction are misguided, according to a study. The problem is that it’s tough to make an emotional connection during an online experience. .

2017 81

2017 Article Customer Service Airlines 81

Totango

OCTOBER 12, 2017

The Totango team is headed to Las Vegas to talk customer success at TSIA’s Technology Services World (TSW) October 23-25 at the ARIA Resort & Casino. Check out the attendee guide , connect via the app, and join the conversation on twitter #TSW17 @TSIACommunity. Planning to attend? We hope to see you there!

Connections 69

Connections Demo Technology Innovation 69

TechSee

JANUARY 23, 2018

Pod technology transformed the home coffee machine market by reinventing how coffee could be delivered and brewed at home. The pod technology changed not only the way coffee was made, but also introduced new models of delivery, including coffee subscriptions etc. Before 2000, there was no market for individual coffee pods.

2017 84

2017 Innovation 2014 Consumers 84

Customer Bliss

APRIL 19, 2019

“The expectations of people, thanks to technology, are different. Establish a Framework to Connect All Facets of Your Business. Technology: How can it be used to improve the guest service both in the store and outside of it? How can technology be used to improve the guest service both in the store and outside of it?

Guest Experience 135

Guest Experience 2013 2017 Customer Experience 135

CSM Magazine

NOVEMBER 28, 2019

Subscan UDS, the UK utility, drainage, and survey company, has implemented a high tech mobile workforce system from Leeds technology company BigChange. . In the end there wasn’t anything that matched BigChange for functionality; it gives us that seamless connectivity and it has replaced 5 separate systems – saving us time and money.”.

Technology 52

Technology 2018 2013 2017 52

Storyminers

JANUARY 24, 2017

This article appeared first January 10, 2017 at SharpenCX.com. Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. How do you expect customer expectations to change in 2017? What’s the most important thing contact center managers should prepare for in 2017?

Contact Center 34

Contact Center 2017 Brands Hospitality 34

Storyminers

JUNE 3, 2022

We’ve updated it for 2017. 2016 will be the year that technology will (finally) let us put humans first again. Brands that employ predictive analytics to serve their customers will leap ahead of those that adopt the technology just to sell more. 2017 Answer. 2017 will be the year of smarter customer experiences.

Customer Experience 59

Customer Experience 2016 2017 Wireless 59

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX Much of the improvement has been driven by advancements in product innovation and digital technology. Many organizations are currently enamoured with the promise of technology and big data.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

TechSee

NOVEMBER 6, 2018

Augmented reality remote assistance is an emerging technology that enables brand agents and product experts to visually guide and collaborate with customers and field technicians. . The combination of these two technologies creates a powerful collaborative solution for remote guidance. What is augmented reality remote assistance?

Call Center 104

Call Center Insurance Customer Satisfaction Document 104

CloudCherry

JANUARY 4, 2018

Technological advancements continue to drive the disruption of the industry. However, FinTechs will also keep the pressure up on the industry due to their agility and constant innovation. They will have the opportunity to create innovative environments that will result in much better customer experiences. Voice Technology.

Banking 170

Banking 2018 Financial Retail 170

NICE inContact

AUGUST 23, 2019

Both generations are tech-savvy, but each rely on technology differently. In a professional setting, they prefer texting, digital messaging apps, and emailing over talking in person ( Forbes , 2017 ). The attention span of Millennials is estimated to be 12 seconds, and only eight seconds for Gen-Z ( Forbes , 2017 ).

Contact Center 55

Contact Center Management 2017 2010 55

Bill Quiseng

MAY 8, 2017

He examines the evolution of how organizations connect with their customers and how smaller and midsized businesses are finding ways to compete for customers with larger players in their space through the 4 C’s of customer information. The year was 1987, a time when technology was advancing at a tremendous pace. Enter 2017.

2006 98

2006 2009 2017 2011 98

NICE inContact

AUGUST 23, 2019

Both generations are tech-savvy, but each rely on technology differently. In a professional setting, they prefer texting, digital messaging apps, and emailing over talking in person ( Forbes , 2017 ). The attention span of Millennials is estimated to be 12 seconds, and only eight seconds for Gen-Z ( Forbes , 2017 ).

Contact Center 54

Contact Center Management 2017 2010 54

West Monroe

FEBRUARY 6, 2022

For utilities, this value can take the shape in driving operational efficiency by connecting the needs of the utility employee with the technology that helps to facilitate his or her work. Even though technology can enable efficiency, it shouldn’t serve as the primary focus that guides the lifecycle of the investment.

Transportation 52

Transportation Technology Roadmap 2017 52

ViiBE Blog

FEBRUARY 18, 2020

77% of customers admit a willingness to switch brands more readily than in previous years, and 61% report that they did change brands or providers for at least one service in 2017. This genuine connection is fostered by a strong customer-centred culture. Integrate human-centered innovations. Integrate human-centered innovations.

Exceptional Customer Service 52

Exceptional Customer Service Loyalty 2017 Employee Experience 52

Gainsight

APRIL 26, 2023

With events across the globe connecting CS, Product, and Community professionals from all walks of life, Pulse Europe has become a home for innovation, education, and Human-First connections. We’re here to prove you can win in business while being yourself, having fun, and making Human-First connections. Well, sorta.

2015 52

2015 2023 2013 2022 52

C3Centricity

SEPTEMBER 24, 2017

I was giving a talk earlier this month in which I mentioned that technology is an enabler not a disruptor of business today. During the presentation at BPW I talked about the fact that technology is seen as the disruptor in business today, but it isn’t. Source: Marco Pacheco Executive Director JP Morgan. What do you think?

Technology 48

Technology Transportation Customer Centricity Entertainment 48

BlueOcean

MARCH 30, 2018

It’s about the people we bring to the table and the people the vendor brings to the table connecting. Let’s make sure our stakeholders and our senior leadership have a strong connection with this partner. When these teams meet, is there a tendency towards innovation, talk of collaboration? It’s a two-way street.

Insights 184

Insights Contact Center Hospitality Culture 184

Quadient

NOVEMBER 15, 2017

The bar is being set by fast moving, innovative organizations. Driven by technological developments, especially around connectivity, mobile, and social media, consumers have become much more empowered. CX is the new battleground for businesses. As companies look to compete, they are facing 4 disruptive forces: . Consumer Power.

2017 40

2017 Social Media Customer Experience Innovation 40

Calabrio

JULY 25, 2019

Beyond the inherent value our technology delivers every day, forward-thinking contact center leaders prove time and again there are no limits on the dramatic business change that can be ignited when Calabrio ONE is used in new and innovative ways. The Engager deploys innovative, fresh strategies to engage and retain customers.

Contact Center 61

Contact Center 2018 2019 Innovation 61

TechSee

MAY 1, 2018

The utilities industry is shifting from a highly traditional, regulation-driven environment to a technology-driven, sophisticated marketplace. RPA is an emerging form of business process automation technology based on software robots or artificial intelligence (AI) workers.

2016 132

2016 2017 Call Center ROI 132

Clarivate

SEPTEMBER 18, 2023

Henry Small on September 28th at the International Conference on Science, Technology and Innovation Indicators (STI) in Leiden, Netherlands. Three decades before the invention of the world wide web, Dr. Garfield connected the immense body of scientific knowledge in a network.

2024 119

2024 2017 Document Innovation 119

TechSee

FEBRUARY 27, 2018

Equipped with a computer, network connection and business process management tools, agents can often set their own schedule or be activated during the company’s busy times or seasons. As of 2017, roughly 3.7 They bring fresh ideas, innovative technologies and best practices to the table. million employees—2.8%

Customer Service 116

Customer Service Call Center E-support Contact Center 116

CSM Magazine

APRIL 13, 2022

In a new three-part series Ross Daniels introduces Calabrio’s campaign to support improvements for people, processes and technology to enable greater wellbeing across contact centre organisations. . Add to this the need to optimise performance, keep teams connected and meet ever increasing customer expectations.

2017 59

2017 Omnichannel Customer Satisfaction Article 59