CloudCherry

JULY 25, 2018

The MIT Technology Review: Getting To Iconic report is based on surveys conducted with over 550 business executives at global firms—including retail, IT, logistics, healthcare, IT, and more— in over 30 countries between May and July 2017. Optimizing technology. Likelihood to use leading-edge technology solutions.

Technology 170

Technology Brands Customer Experience Omnichannel 170

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

PK

FEBRUARY 20, 2020

However, this technology brings a new challenge: threats to cybersecurity present an issue that rail companies must address. In the freight rail industry, automation technology has provided a pathway to improve railway inspection processes. Using automation for track inspections.

Technology 59

Technology 2017 2013 Books 59

Connective DX

FEBRUARY 20, 2020

However, this technology brings a new challenge: threats to cybersecurity present an issue that rail companies must address. In the freight rail industry, automation technology has provided a pathway to improve railway inspection processes. Using automation for track inspections.

Technology 59

Technology 2017 2013 Books 59

Experience Investigators by 360Connext

JANUARY 23, 2024

Customer experience leaders are not just expected to keep up with trends in the marketplace, customer expectations, and technology, we simply MUST do so to serve customers and stay ahead of the competition. Today’s customers seek personalized, targeted interactions. It feels like the world is changing at lightning speed.

2024 143

2024 Customer Experience Omnichannel Customer Journey Mapping 143

Kerry Bodine

JANUARY 23, 2017

When I recently met with a group of three dozen cross- industry customer service, operations, and technology professionals, most of their eyes lit up when I mentioned journey maps—and several couldn’t wait to tell me about the maps they’d developed themselves. How must existing interactions evolve? Because it’s not about the maps.

2017 76

2017 Touchpoint Workshop 2016 76

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

Oracle

OCTOBER 2, 2019

One thing retailers can do to stand out from the competition is to improve their online customer experience (CX) using new technologies that improve the online shopping experience. Here are 5 examples of CX technologies retailers can use to encourage customers to buy on their sites and nurture customer loyalty. Visual search.

Technology 87

Technology Social Media Fashion Retail 87

Customer Bliss

DECEMBER 22, 2016

This post originally appeared on the CCO 2017 website. This can be boiled down to a number of core challenges such as: proving ROI and quantifying the business value of customer experience efforts, unifying the organisation siloes and overcoming legacy protocol and technological infrastructure.

Chief Customer Officer 0

Chief Customer Officer 2017 Social Media Leadership 0

ShepHyken

JANUARY 9, 2017

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 Customer Experience Resolutions by Lynn Hunsaker. Follow on Twitter: @Hyken.

2017 80

2017 Article Customer Service Loyalty 80

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks. When: July 4 to 5, 2017.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

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. The breakthrough technologies have swamped the world and it’s the truth that all this change has been enticing for most of us. Shep Hyken.

Government 88

Government Technology Blog 2017 88

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

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

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? It entices me to imagine what awaits us in 2017 for customer service.

2016 111

2016 2017 Customer Experience Social Media 111

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

Bold360

FEBRUARY 23, 2017

The financial services industry is changing and developing at a ferocious pace, and 2017 is expected to be a year of growth, at least for those companies able to provide their customers with access to the best technology available to assist them throughout their online journey. Creating a New Self-Service Solution in Banking.

2017 63

2017 Financial Banking 2014 63

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

Clarabridge

JANUARY 4, 2017

Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. When consumers have friendly customer service interactions online, they are 20% more likely to reach a resolution and 25% more likely to be satisfied 3. 52% stop buying after a bad customer service interaction 2.

2017 51

2017 Customer Experience Return on Investment Competitive Advantage 51

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

Wootric

AUGUST 21, 2018

How we live and communicate are evolving at lightning speed thanks to one thing: Technology. But rather than looking at it as an intrusive occurrence, perhaps it’s better to view emerging technologies as tools with the power to reshape, not disrupt. How are these rapid changes going to disrupt business as usual? Augmented reality.

Technology 58

Technology Customer Experience 2025 2007 58

Customer Alignment

DECEMBER 18, 2017

As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. 2017 promised such a lot. From what we can see, most of the efforts and focus in 2017 have been on beginning to ‘listen’ to customers and naturally act upon this information. What did we hear, what did we see?

2017 45

2017 2018 Chief Customer Officer NPS 45

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. Follow on Twitter: @Hyken.

2017 81

2017 Article Customer Service Customer Service Training 81

CSM Magazine

MAY 18, 2017

Over 88% of organisations expect digital customer interactions to overtake voice by 2020 or sooner and 92% say customer experience can be linked to revenue, but just 29% are confident they can deliver a seamless customer experience across multiple channels, according to a new report, State of Customer Experience 2017 from West.

2017 40

2017 Customer Experience Contact Center Customer Experience Professionals 40

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

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

Clarabridge

JANUARY 4, 2017

Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. When consumers have friendly customer service interactions online, they are 20% more likely to reach a resolution and 25% more likely to be satisfied 3. 52% stop buying after a bad customer service interaction 2.

2017 40

2017 Customer Experience Return on Investment Competitive Advantage 40

ShepHyken

AUGUST 14, 2017

It’s not to build an excellent product using the latest innovative technologies. And with new developments in technology, including buzzwords like cognitive computing, machine learning, and VR, merging human interaction with AI is seeming to be more and more likely the solution for managing customers needs.

2017 79

2017 Article Customer Service Retail 79

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

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

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

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

Talkdesk

JULY 7, 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. Scott’s team uses Net Promoter Score PS as a common metric across all customer interactions.

2017 40

2017 Net Promoter Score Customer Centricity Financial 40

Bold360

FEBRUARY 16, 2017

Bots can also mirror the text interactions which people are used to having on Facebook Messenger or WhatsApp, so they are a trusted form of communication which feels both safe and natural. Nanorep’s integrated technology allows its intelligent chat bot to stand out from many other solutions. Do you know where your customers are?

2017 80

2017 White Paper Events Customers 80