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

TechSee

JUNE 25, 2019

of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. As the technology matures, many companies will inevitably look for holistic AI solutions that unify customer and operational data to achieve the most valuable and actionable insights.

Technology 122

Technology Customer Service Contact Center Call Center 122

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.

2017 76

2017 Social Media Technology Events 76

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

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

ShepHyken

MARCH 20, 2017

As Social Media Evolves, Travellers Demand Joined-up Customer Service by Nick Vivion . Social care is not just “customer service on social media.” The post 5 Top Customer Service Articles For the Week of March 20, 2017 appeared first on Shep Hyken. Done the right way, you can create a good relationship.

2017 75

2017 Article Customer Service Social Media 75

ShepHyken

MAY 22, 2017

BusinessMatters) As business technologies continue to become more wide spread and sophisticated, company owners are increasingly looking for opportunities to implement new systems that can streamline processes, improve customer experiences and save costs. My Comment: Technology is changing the way we deliver customer service and support.

2017 82

2017 Article Customer Service Airlines 82

CSM Magazine

JANUARY 19, 2018

Could social media be realizing its true calling as the ultimate customer service channel? Power, overall satisfaction is highest when customers ask questions or make requests of their wireless carriers via social media. The studies were fielded from July through December 2017. According to recent studies by J.D.

Wireless 49

Wireless Social Media Customer Service Telecommunications 49

ShepHyken

JANUARY 30, 2017

Southwest’s Communications Chief Shares Her Top 3 Crisis Management Tips by Social Media Today. Social Media Today) Nearly half of all organizations make the mistake of not planning for a crisis, thinking it’s either superstitious or somewhat futile. Digital Customers Less Loyal by Tanya Gazdik. Follow on Twitter: @Hyken.

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

Clarabridge

JULY 20, 2017

We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CXC) awards – Europe. They combine leading-edge technology with customer-centric policies and procedures to improve consumers’ experiences, satisfaction, and loyalty for the advancement of their business.

2017 40

2017 Customer Experience Multi-Channel 2018 40

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 91

Blog Technology Customer Service Management 91

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

Clarabridge

FEBRUARY 23, 2017

We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. They combine leading-edge technology with customer-centric policies and procedures to improve consumers’ experiences, satisfaction and loyalty for the betterment of their business.

2017 49

2017 Customer Experience Hotels Airlines 49

ShepHyken

MARCH 6, 2017

Forbes) As AI technology matures, businesses are jumping to include artificial intelligence in their strategic investment roadmaps. Complain on social media? The post 5 Top Customer Service Articles For the Week of March 6, 2017 appeared first on Shep Hyken. Call the company’s toll-free number? Chat online?

2017 83

2017 Article Customer Service Social Media 83

ShepHyken

JUNE 15, 2018

This week we feature an article by Ayush Chaudhary who writes about the social media customer support experience. Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. Setting up this process for your social media customer support is not trivial, obviously.

Blog 75

Blog Social Media Healthcare 2017 75

Thematic

MAY 29, 2023

As a leader in feedback management and analytics, Thematic has evolved tremendously since its inception in 2017. The Story Behind the Refresh Thematic was originally founded by Dr. Alyona Medelyan and Nathan Holmberg in 2017. Now, in 2023, we're thrilled to introduce our refreshed visual brand.

Feedback 62

Feedback Brands 2017 Social Media 62

Clarabridge

FEBRUARY 21, 2017

We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. They combine leading-edge technology with customer-centric policies and procedures to improve consumers’ experiences, satisfaction and loyalty for the betterment of their business.

2017 40

2017 Customer Experience Hotels Airlines 40

Stella Connect

JUNE 5, 2017

In an age when consumers love sharing their brand interactions on social media, the impact of a single service experience can be massive. Suzanne will explain how to use social media and online ratings and reviews, along with traditional methods of connecting with customers, to better understand your brand. Adam Toporek.

Call Center 40

Call Center 2017 Contact Center Chief Customer Officer 40

Clarabridge

MAY 4, 2017

Later in the day, Adam Lamb, Guest Experience Manager of The Restaurant Group, led a session about the creative and unexpected ways the Restaurant Group is going above and beyond to delight customers using social media. In return, brands will be better positioned to be leaders in this CX Revolution and beyond.

2017 45

2017 Customer Service Social Media Guest Experience 45

QuestionPro Audience

JUNE 11, 2022

Crowdsourced polling using social media is similar to social media-assisted crowdsourcing, and coverage is superior to online panels. . And, add examples from the 2017-2018 special congressional elections. Polling firms have used three new methods to forecast Congressional election results during 2017 and 2018.

Engagement 78

Engagement 2004 2017 2018 78

ShepHyken

DECEMBER 12, 2016

Creating Moments of Wow Predictions for 2017 and Beyond by TeleTech. And the answers about how Zappos is using – or not using – some of the hot technology (such as chatbots) in the customer service industry is fascinating. Social media ROI, loyalty and the customer experience by Chris Teso. TeleTech) Memorable.

2016 102

2016 Article Social Media Customer Service 102

Customer Bliss

JUNE 13, 2017

Drew is also the publisher of SocialMediaExplorer.com , a top 10 social media blog, writes a highly-praised monthly newsletter , consults on digital / social media trends via the GLG network and sits on the boards of the Urban Green Council and Duke NY. ” The 2017 CMO landscape. What keeps CMOs up at night?

Social Media 166

Social Media 2014 Consulting 2017 166

Win the Customer

FEBRUARY 9, 2015

Although it may seem as though social has made email obsolete, the number of email accounts is expected to increase from over 3.9 billion by the end of 2017. With the growth of social media over recent years, it’s understandable that many businesses have started to pour their resources […].

2013 139

2013 Social Media 2017 Management 139

West Monroe

JULY 24, 2017

And, we often share our best (and worst) experiences with friends, family, along with everyone else on social media. I love the power of social media! If you are keen on customer-centricity, you need to think about making strategic investments in customer service technologies – especially within your contact center.

Virtual Agent 53

Virtual Agent Contact Center Technology Social Media 53

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. 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. It’s all about your people.

Airlines 152

Airlines 2017 Metrics Social Media 152

Alida

OCTOBER 2, 2017

Today’s empowered patients are demanding more from health care providers, and as a result health systems are investing more in new technology. By investing in new technologies like self-service kiosks and big data analytics, health care providers are aiming to improve the patient experience and drive satisfaction and CX scores up.

Hospitality 100

Hospitality Social Media 2012 2010 100

Ecrion

SEPTEMBER 23, 2020

Instead, it begins the very first moment that a consumer interacts with your website, follows you on social media, or sets foot in your store. Find out more from the following statistics: 64% of Americans have contacted some form of customer service in 2017. American Express. Harris Interactive. American Express.

Customer Service 105

Customer Service Social Media Poor Customer Service Customer Service Representative 105

Bob Hayes

DECEMBER 17, 2017

All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. These skill areas are: 1) subject matter expertise, 2) technology/programming and 3) statistics/math. I did my part this year to spread interest in analytics to more people.

2017 46

2017 White Paper Blog Competitive Advantage 46

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 Use social media channels to keep in touch with your customers and stay engaged.

E Commerce 104

E Commerce Consumers Customer Service Social Media 104

Chattermill

AUGUST 8, 2017

Using technology to improve your customer experience. by Jack Miller on 9 Aug 2017. 63% of companies prioritised investing in new technology to improve customer experience and the options are far and wide when it comes to picking the right investment. Using technology to improve customer experience. customer experience.

Technology 40

Technology Customer Experience Net Promoter Score E Commerce 40

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

ReviewTrackers

APRIL 7, 2021

In 2012, Edelman Insights found that financial services and banking was the industry consumers trusted the least — even less than they did the media sector. A 2017 global risk management survey found that damage to brand and reputation is ranked as the top risk management concern.

Banking 94

Banking Management 2012 Social Media 94

Comm100

MARCH 23, 2022

Live chat is also incredibly easy to use and popular for all ages, as Cabrillo Credit Union experienced when they launched Comm100 Live Chat in 2021: “It wasn’t much of a surprise to see the younger generations engaging first… but we are starting to see Baby Boomers learning the technology and using the chat.

Social Media 89

Social Media Banking Omnichannel 2020 89

ShepHyken

SEPTEMBER 15, 2017

Recently I have read and written a lot about AI and as technology improves and acceptance grows AI will have a strong role in customer service. – Shep Hyken. AIM will allow brands to dive deep the realm of keyword search, blogs, customer surveys, social media profiles and all sorts of other online data.

Customer Engagement 193

Customer Engagement Blog Engagement Marketing 193

Bob Hayes

DECEMBER 17, 2017

All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. These skill areas are: 1) subject matter expertise, 2) technology/programming and 3) statistics/math. I did my part this year to spread interest in analytics to more people.

2017 40

2017 White Paper Blog Competitive Advantage 40

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