Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. 3 Top Technology Trends from Dreamforce 2017: It’s About Artificial Intelligence.

2017 41

2017 Technology Sales Healthcare 41

Avaya

SEPTEMBER 30, 2016

Next week is IP Expo, one of the UK’s main business technology events. One of the key themes of the show is Artificial Intelligence, something that shouldn’t really be a surprise considering the technology is fast becoming a reality in the enterprise, with chatbots, predictive intelligence and robot PAs. Don’t believe me?

2017 76

2017 Social Media Technology Events 76

ShepHyken

JANUARY 9, 2017

Huffington Post) The reality of today’s business landscape is that customers are more connected than ever. Fifty-eight percent of consumers and 77% of business buyers say tech has significantly changed their expectations of how companies should interact with them. 3 Areas to Focus your Customer Experience in 2017 by Adam Toporek.

2017 80

2017 Article Customer Service Loyalty 80

ShepHyken

MAY 22, 2017

My Comment: While this article focuses on seven customer service tips for the phone, they are also appropriate for other interactions with your customers, including face-to-face. My Comment: Technology is changing the way we deliver customer service and support. None of these allow for human-to-human interaction.

2017 82

2017 Article Customer Service Airlines 82

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

ShepHyken

SEPTEMBER 11, 2017

12 Ways To Keep Customer Interaction Alive In The Face Of Self-Service Technology Integration by Forbes Communications Council. Forbes) With heightened consumer demand for automated self-service technologies, companies are answering the call and investing in do-it-yourself services. Thanks for this great list of ideas.

2017 82

2017 Article Customer Service Customer Service Training 82

Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

2017 48

2017 Competitive Advantage Social Media Customer Centricity 48

Kustomer

DECEMBER 17, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Sioban Massiah from Twitter to discuss the Power of Connection and how to retain customer loyalty. Learn how Sioban connects with customers by listening to the podcast below. Growing Your Connection to Retain Business.

Connections 80

Connections 2008 Loyalty Events 80

Storyminers

JANUARY 24, 2017

This article appeared first January 10, 2017 at SharpenCX.com. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device. How do you expect customer expectations to change in 2017? Here’s what we learned.

Contact Center 53

Contact Center 2017 Brands Hospitality 53

ReviewTrackers

FEBRUARY 22, 2017

South by Southwest (SXSW) will take place from March 10 through March 19, 2017 in Austin – and we here at ReviewTrackers are thrilled to be taking part in this epic event with an event of our own, The Customer Social. SXSW offers the most unique industry convergence of music, film, and technology. SXSW Interactive Trade Show.

Events 63

Events Interaction E-support 2017 63

CloudCherry

MARCH 12, 2018

Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. The 2017 CX Index for US companies clearly indicates leadership gap to be the main reason for the downfall of Customer Experience. Build an emotional connect with the customer.

Customer Experience 170

Customer Experience Customer Journey Mapping 2017 Touchpoint 170

CloudCherry

MARCH 12, 2018

Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. The 2017 CX Index for US companies clearly indicates leadership gap to be the main reason for the downfall of Customer Experience. Build an emotional connect with the customer.

Customer Experience 170

Customer Experience Customer Journey Mapping 2017 Touchpoint 170

ShepHyken

JANUARY 30, 2017

This excellent article focuses on five traits that anyone who interacts with customers should practice. 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.

2017 81

2017 Article Customer Service Airlines 81

Eptica

DECEMBER 6, 2017

Date: Wednesday, December 6, 2017 Meeting the CX needs of the connected consumer. Published on: December 06, 2017. Author: Vincent Giraud We live in the age of the connected consumer. Consumers are connected all through the day , using their devices from when they wake until last thing at night.

Connections 49

Connections Consumers 2017 Social Media 49

ShepHyken

MAY 14, 2019

Being Human in a Technology-Driven World. Why Connections Matter More Than Ever. They discuss her company, Ruby Receptionists , and how to use both technology and humanity to deliver an amazing customer experience. Technology can allow employees to be more helpful, but it should not be the only layer to the customer experience.

2017 111

2017 Technology Connections Customer Service 111

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

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

CSM Magazine

FEBRUARY 28, 2024

From day one, the goal was clear – solve problems for customers and agents by leveraging technology in innovative ways. People-Centric Innovation As Sabio grew organically over the years, expanding into mainland Europe from 2017 onwards, one thing remained constant: our people-centric approach.

Leadership 52

Leadership 2024 Innovation 2017 52

Calabrio

JANUARY 19, 2017

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. While customer engagement keeps its place as a top priority, in 2017, companies will broaden their focus to include employee engagement, particularly for Millennials.

2017 59

2017 Customer Satisfaction Brands Contact Center 59

Retently

MARCH 29, 2023

With 805 Supercharger stations in 2017, Tesla’s interactive map illustrated its plan to expand them over the next few years. Interaction with the car via a smartphone. Tesla’s autopilot technology is a significant selling point for its vehicles. They attach a deep emotional connection to the brand.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

CSM Magazine

OCTOBER 5, 2021

The findings were announced on the first day of the annual Calabrio Customer Connect (C3) conference. This year Calabrio’s annual conference, focused on The Connected Workforce, is being held as a virtual event, Oct. Calabrio previously surveyed agents on the same topic in 2017.

2021 52

2021 2017 Events Connections 52

Talkdesk

OCTOBER 16, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Now, with new technologies, companies are seeing that every voice interaction is a new opportunity.

Contact Center 40

Contact Center 2017 Call Center Customer Centricity 40

Storyminers

JANUARY 24, 2017

This article appeared first January 10, 2017 at SharpenCX.com. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device. How do you expect customer expectations to change in 2017? Here’s what we learned.

Contact Center 34

Contact Center 2017 Brands Hospitality 34

Talkdesk

OCTOBER 16, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Now, with new technologies, companies are seeing that every voice interaction is a new opportunity.

2017 40

2017 Contact Center Call Center Customer Centricity 40

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. Connecting the dots of customer experience. Here are some valuable lessons from the customer experience case studies presented at Experience 2017. The marriage of technology and humanity is here to stay.

Airlines 152

Airlines 2017 Metrics Social Media 152

Stella Connect

SEPTEMBER 11, 2017

In our survey, we listed five concerns we frequently hear and asked retailers how significant these concerns are for them going into the 2017 holiday season. Channels and technology are big decisions, and it’s probably too late in the year to revisit them. Your Top 5 Considerations for Holiday 2017.

2017 41

2017 Retail Customer Service 2016 41

Playvox

APRIL 4, 2023

While sometimes interaction avoidance truly is an agent trying to get out of work, in many other instances, it’s a way to cope with feeling overwhelmed by customer mistreatment or aggression. They’re not avoiding interactions, but they’re not going the extra mile either, usually because they’ve become so disengaged.

Contact Center 78

Contact Center Average Handle Time Feedback 2026 78

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

Oracle

JANUARY 14, 2019

In the next several years, artificial intelligence will transform how humans interact with businesses. For this reason, companies will benefit from a long-horizon view of their investments in AI technology. To fuel job creation, it’s important to understand AI’s two foundational technologies. Job Creation Impact.

2030 103

2030 2017 Technology Connections 103

TechSee

MAY 1, 2018

The utilities industry is shifting from a highly traditional, regulation-driven environment to a technology-driven, sophisticated marketplace. AI in utilities is also playing an increasingly central role in customer-facing interactions. The global smart lighting market grew even more – 81% between Q2 2016 and Q2 2017 to $101.2M.

2016 132

2016 2017 Call Center ROI 132

CloudCherry

JANUARY 4, 2018

Technological advancements continue to drive the disruption of the industry. Voice Technology. It won’t be long before most of the things we use every day, from cars to appliances, will be equipped with voice technology. Blockchain Technology. It will help reduce fraud, price gouging, and double spending.

Banking 170

Banking 2018 Financial Retail 170

TechSee

FEBRUARY 19, 2019

This year’s theme, “Intelligent Connectivity,” focuses on highly contextualized and personalized experiences , delivered when and where customers want them. Mark your calendars with these “can’t miss” sessions and exhibitors and prepare to witness the future of mobile self-service technology. In a nutshell. What’s on the agenda?

2019 95

2019 Innovation Telecommunications Events 95

Solvvy

SEPTEMBER 20, 2022

Customer service chatbots use artificial intelligence (AI) and machine learning (ML) to answer customers’ questions and immediately help them find the information they’re looking for, and connect them to customer service agents who can help them resolve issues. AI-powered customer service chatbots can: Replace IVR Interactions.

Metrics 62

Metrics Customer Service E-support Net Promoter Score 62

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

Confirmit

MAY 1, 2017

On April 27, 2017 Confirmit’s New York City office joined thousands of American businesses to participate in Take Our Daughters and Sons to Work Day. This program connects what children learn at school with the actual working world. Reema’s presentation was highly interactive with questions and conversation throughout.

2017 45

2017 Consulting Events Presentation 45