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

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

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. Consistent innovation is the greatest invention for all generations.”. Shep Hyken.

Government 90

Government Technology Blog 2017 90

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

Clicktools

JANUARY 6, 2017

We’ve reached the end of the first week of 2017, which means it’s time to look into my magic ball and see the future. Here are five topics likely to headline 2017. 2017 will truly be a mobile-first year. Your customers should be able to comfortably interact across the entire journey only from their phone.

2017 58

2017 Multi-Channel 2004 Feedback 58

ShepHyken

AUGUST 14, 2017

My Comment: Innovation is a big word in business today. Read this article about five ways successful retailers have innovated to make a better CX. Even if you’re not in the retail industry, these examples may kick-start a good conversation around creativity and innovation. The answer lies in improving Customer Experience (CX).

2017 80

2017 Article Customer Service Retail 80

CSM Magazine

OCTOBER 24, 2023

Since 2017, Calabrio has honoured nearly 70 companies for their dedication, innovation, and hard work in improving contact centre operations. Spark seamlessly integrated virtual and physical customer interactions into a Unified Frontline with Calabrio ONE. About Calabrio Calabrio is a trusted ally to leading brands.

Connections 52

Connections Contact Center 2023 Innovation 52

Bold360

NOVEMBER 15, 2017

Consumers in 2017 have heightened standards for customer service and support. During a time where every advertisement we see on social media and every recommended product on Amazon is tailored to our individual interests, customer support interactions must follow suit. Not one who is simply following an “if this, then that” flow-chart.

Interaction 56

Interaction Social Media 2017 Advertising 56

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

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

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

CSM Magazine

JANUARY 23, 2017

For me, this challenge is compounded by the rapid pace of innovation in both the core Customer Relationship Management (CRM) space and the adjacent technologies that influence the core. The evolution of these areas has created a springboard effect in the trends for 2017. By now, mobility is a given.

2017 40

2017 Multi-Channel User Experience Innovation 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

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

inmoment

NOVEMBER 15, 2018

From Google’s Arts and Culture app – which uses facial recognition technology to match selfies to thousands of artworks—to Pizza Hut’s plans for driverless pizza delivery. Products ranged from big data analytics to speech recognition to advanced decision making to predictive technology. Automate simple customer interactions.

Interaction 40

Interaction 2030 2025 Hospitality 40

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. Interaction with the car via a smartphone.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

TechSee

MARCH 13, 2018

Artificial Intelligence was the talk of 2017. as well as a PR blitz by some of the leading technology enterprises. In 2017, all eyes were on chatbots and virtual agents – the assumption being that they would take over a significant part of the customer interaction and deliver real value in communicating with customers.

Customer Service 95

Customer Service Virtual Agent 2017 Call Center 95

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. And I ought to know.

Contact Center 48

Contact Center 2017 Connections 2020 48

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. Luckily, with the right mixture of technology and human touch, customer service doesn’t have to be hard. Shep Hyken.

Blog 94

Blog Technology Customer Service Management 94

TechSee

MAY 15, 2018

All eyes were on the smart home market in 2017. 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. However, despite these high expectations, smart home adoption has been slower than anticipated.

Marketing 111

Marketing Wireless 2017 2016 111

TechSee

MAY 12, 2020

Back in 2017, The Service Council reported that 76% of service companies outsourced some work to third parties, while Gartner estimated that by 2020, over 40% of field service work would be performed by outsourced technicians. Visual technology to the rescue.

Social Media 109

Social Media 2017 Technology 2020 109

NICE inContact

JUNE 28, 2017

Technology has dramatically changed consumer expectations over the last 10 years with companies who want to lead in the digital customer experience finding ways to utilize technology in smarter ways. New technology can enhance both agent-assisted and self-service interactions. So what trends will have an impact in 2017?

Customer Experience 48

Customer Experience 2017 Innovation Technology 48

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

Strativity

MARCH 7, 2023

.” There is a reason Microsoft is integrating this new technology across their product and service portfolio. The sudden availability of this technology has brought with it challenges and opportunities for brands of every size, and this impact cannot be ignored. AI is no longer the Future, it’s the Now.

Brands 98

Brands 2030 Workshop Consumers 98

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

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. Customers rank speed, convenience, and friendliness over 70% when measuring their level of importance in interactions with customer support and call centres.

Exceptional Customer Service 52

Exceptional Customer Service Loyalty 2017 Employee Experience 52

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. Coffee machines as a prototype of IoT innovation. Gartner, Inc.

2017 84

2017 Innovation 2014 Consumers 84

Clarivate

MARCH 8, 2023

Biopharma companies are investing in the use of real world data (RWD) to accelerate innovation. The suitability of RWD, the FDA said in a 2017 guidance report , depends on its relevance (whether data directly addresses intended use) and reliability (completeness, accuracy and timeliness) [2].

Healthcare 59

Healthcare 2023 2017 2022 59

TechSee

APRIL 17, 2018

With all the AI hype in 2017, the customer service industry expected smart machines to truly transform the customer experience. However, while AI has not yet become the answer to all our customer service challenges, the technology is moving forward at a rapid pace, and is en route to achieving the level of impact previously predicted.

Customer Service 95

Customer Service Call Center 2017 Interaction 95

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 Add Value by Utilizing Technological Innovations.

E Commerce 104

E Commerce Consumers Customer Service Social Media 104

TechSee

APRIL 24, 2018

If the customer is technologically-challenged, or the model is slightly different, or the environment does not match the one in the video, the customer experience can be negatively affected. Powered by AI & AR, computer vision provides consumers with interactive visual guidance via their smartphones, enhancing the entire unboxing process.

Call Center 116

Call Center Consumers 2017 Contact Center 116

Bill Quiseng

MAY 8, 2017

the first to market customer relationship management software solution that pioneered the space 30 years ago and is still innovating today, so he has a bit of a unique perspective on how customer communication has evolved and where it’s heading. The year was 1987, a time when technology was advancing at a tremendous pace.

2006 98

2006 2009 2017 2011 98

TechSee

APRIL 16, 2019

Acknowledging and addressing agent pain points – such as lack of career progression, low pay, frustration with repetitive tasks and inadequate technology – demonstrates effective leadership and helps the drive toward agent empowerment, ultimately benefiting contact center productivity. After all, happy agents mean happy customers.

Call Center 126

Call Center Culture Contact Center Net Promoter Score 126

CSM Magazine

NOVEMBER 10, 2021

Most recently, Calabrio surveyed over 250 contact centre agents and discovered that more agents aged 30-44 years think chatbots will have a greater impact on their job than they did in 2017 (22% versus 10% respectively). They might be those responsible for deploying the technology or the leaders of the customer service department.

2017 52

2017 Customer Satisfaction 2021 Technology 52

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

Bold360

MARCH 2, 2017

While some technology seems to exist just because it can, there is no benefit to technology replacing something which already works. These allow customers to adapt the ambience of the changing room, choose items and sizes directly from the mirror itself, and interact with sales assistants who can help them with their purchases.

Technology 40

Technology Retail Social Media 2017 40

Bold360

MARCH 2, 2017

While some technology seems to exist just because it can, there is no benefit to technology replacing something which already works. These allow customers to adapt the ambience of the changing room, choose items and sizes directly from the mirror itself, and interact with sales assistants who can help them with their purchases.

Technology 40

Technology Retail Social Media 2017 40