Alida

OCTOBER 18, 2018

Our flagship customer intelligence event in London was a great opportunity to discuss the latest innovations and product updates in the industry, the constantly evolving expectations of today’s consumer, and how to deliver a superior customer experience in 2018. Kate : The tone of voice of our communities is very important.

2018 113

2018 Webinar Insights Customers 113

Russel Lolacher

JUNE 5, 2022

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. The types of communication platforms organizations can use. How knowledge transfer and culture can benefit from communication technology. PLAY AND SUBSCRIBE.

Communication 93

Communication Technology Culture Employee Experience 93

Topdown

SEPTEMBER 10, 2018

As the kids go back to school, I thought I’d take a look at what we’ve seen and learned so far in 2018 and could spot emerging trends. It’s amazing how fast a year can fly by, especially as we’ve all been tracking the changes in digital customer experience!

2018 48

2018 Communication Management Customers 48

Oracle

DECEMBER 27, 2018

In 2018, the customer experience was front and center for businesses. The 2018 IDG Cloud Computing Survey revealed that 73% of organizations have some part of their infrastructure in the cloud. Brands delivered in 2018, rolling out augmented reality initiatives for everything from increasing buyer confidence to teaching new skills.

2018 88

2018 Customer Experience 2019 Retail 88

Customer Bliss

DECEMBER 28, 2018

Today’s “Best of 2018” episode features Patricia Pedhom Nono , who was previously the general manager of customer service & customer experience at MTN Cameroon , one of the biggest telecommunications companies in Africa. This was a really great conversation. Make it right the first time. Know it before the customer tells you.

Telecommunications 141

Telecommunications 2018 Chief Customer Officer Call Center 141

ShepHyken

MARCH 9, 2018

This week we feature an article by Gemma Baker who writes about how the customer service world has changed with the development of digital communication channels. – Shep Hyken. It is no secret that customers are turning towards digital communication channels when contacting organizations. Provide a Quicker Answer.

2018 75

2018 Blog Customer Service 2017 75

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. Think smaller in 2018…specifically, mobile apps. New CX Predictions. But how do they know where to start ? IoT starts with the mobile app.

2018 72

2018 Customer Journey Mapping Contact Center E Commerce 72

CX Journey

DECEMBER 20, 2017

Once you’re there, it’s essential to develop a voice for how your business communicates that’s unique and memorable. Successfully bridging that gap - using human communication to help solve problems in an effortless way that doesn’t leave customers pulling their hair out - is precisely the goal in curating a customer experience.

Communication 54

Communication Brands 2018 Social Media 54

ShepHyken

MARCH 23, 2018

This week we feature an article by Denise Graziano who explains how essential clear, consistent, authentic communication is for companies to use when dealing with difficult news. – Shep Hyken. Clear, consistent, authentic communication. Situation : A top goal for 2018 is hiring key talent.

Communication 81

Communication Blog Leadership Airlines 81

ProProfs Chat

NOVEMBER 17, 2017

As 2017 is coming to an end, here’re 3 customer support trends that promise a better customer support in 2018. Databases will need to be more robust to capture all communication between an individual customer and company. Here are three things we should be watching for in 2018. Take a look. . Mike Wittenstein. Faster Responses.

2018 111

2018 Omnichannel 2017 Technology 111

Up Your Service

SEPTEMBER 22, 2018

Service Council’s 2018 Smarter Services Symposium was held in Chicago with 250 delegates representing 100+ service organizations all gathering under the theme: “Service is Humanity”. Technology enables more transparency and communication, but that ’s not always a net positive. Employee engagement is an investment for all, not some.

2018 74

2018 Measurement Competitive Advantage Metrics 74

Comm100

JULY 23, 2019

With all the talk about customer-centricity and customer experience being the next battleground for corporate growth , even more so than price, it follows that live chat is a mission-critical communication channel. The post The Importance of Always-on Customer Communications appeared first on Comm100.

Communication 45

Communication 2014 Social Media 2018 45

Customer Bliss

DECEMBER 14, 2018

As many of us are taking some much-needed downtime, I’m closing out the year by replaying some of my most popular episodes from 2018. Since Amanda started off at Microsoft Canada, she understood the importance of the company’s global communications and partnerships. Implementing CX Beyond the Local Level .

2018 120

2018 Chief Customer Officer Culture Competitive Advantage 120

transcosmos Information Systems

MARCH 20, 2018

Here are the top five trends for customer care service that will take your business to greater heights in 2018 and beyond: 1. More and more customers are taking advantage of private messaging applications such as Facebook Messenger Customer Chat and Twitter DM to communicate with customer service teams. Forecasts say that roughly 1.6

2018 76

2018 Customer Service E Commerce E-support 76

8x8

MARCH 20, 2018

Vik Verma presenting at Enterprise Connect 2018. The communications preferences of individuals are as diverse as the tools themselves. And while I run a business dedicated to helping organizations and people communicate more efficiently, I am also a user. It’s a communications problem that leads to a poor customer experience.

Communication 48

Communication Contact Center 2018 Connections 48

8x8

MARCH 20, 2018

Vik Verma presenting at Enterprise Connect 2018. The communications preferences of individuals are as diverse as the tools themselves. And while I run a business dedicated to helping organizations and people communicate more efficiently, I am also a user. It’s a communications problem that leads to a poor customer experience.

Communication 48

Communication Contact Center 2018 Connections 48

8x8

MARCH 20, 2018

Vik Verma presenting at Enterprise Connect 2018. The communications preferences of individuals are as diverse as the tools themselves. And while I run a business dedicated to helping organizations and people communicate more efficiently, I am also a user. It’s a communications problem that leads to a poor customer experience.

Communication 48

Communication Contact Center 2018 Connections 48

ShepHyken

DECEMBER 10, 2018

How To Build A Brand: 14 Effective Strategies To Improve Customer Experience by Forbes Communications Council. My Comment: The Forbes Communication Council has put together a list of 14 strategies that use CX to build a brand. The post 5 Top Customer Service Articles for the Week of December 10, 2018 appeared first on Shep Hyken.

Article 91

Article 2018 Customer Service 2019 91

Oracle

FEBRUARY 23, 2018

Chatbots are also a valuable way to enhance your communication efforts. The post CX Tech to Grow Your SMB in 2018 appeared first on SmarterCX. With marketing automation software, SMBs can deliver unique, personalized content at various points throughout the buyers’ journey.

2018 87

2018 Lifetime Customer Customer Relationship Management Touchpoint 87

Experience Matters

MAY 15, 2018

Temkin Group announces the release of the 2018 Temkin Trust Ratings (TTR). Four TV/Internet service providers earned the lowest TTR: Comcast (22%), Charter Spectrum (25%), Optimum (29%), and Cox Communications (29%). The post 2018 Temkin Trust Ratings (U.S.): Based on a study of 10,000 U.S

2018 59

2018 Insurance Banking Consumers 59

Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? It starts inside the business - communicate, communicate, communicate and educate, educate, educate. Are there efficient processes in place for analyzing customer data or communicating customer insights?

2018 129

2018 Customer Experience Customer Centricity Culture 129

Clarabridge

MAY 9, 2018

Breaking it Down with Best Practices and Brecht: C3 2018 Day 1 Recap. Milan then took us to school about best practices when it comes to using data visualizations to help communicate that story clearly. The post C3 2018 Day 1 Recap appeared first on Clarabridge. C3’s Just Another Word for Networking over Tunes.

2018 40

2018 CEM Roadmap Contact Center 40

CX Journey

JUNE 20, 2018

It appeared on their blog on January 16, 2018. Communication is important to any relationship, and it's no less important in the relationships that businesses have with their customers. Sadly, communications are often an overlooked piece of the customer experience and the overall customer experience strategy. What’s next?

Communication 56

Communication Definition Fashion Customer Journey 56

Topdown

NOVEMBER 19, 2018

As 2018 comes to a close, the customer communications industry finds itself in the midst of a major transformation. With 2018 almost over, Topdown looks ahead to the future. Here are the technological and ideological changes poised to move the CCM industry in 2019.

2019 48

2019 Communication 2018 Management 48

Eptica

JANUARY 31, 2018

Date: Wednesday, January 31, 2018 The Year of Humanity: Putting the customer first in 2018. Published on: January 31, 2018. Building on this theme, Temkin Group has declared 2018 to be the Year of Humanity when it comes to customer experience. That’s why technology is key to making 2018 the Year of Humanity in CX.

2018 55

2018 Consumers Social Media 2017 55

Alida

SEPTEMBER 21, 2018

At Summit, Colan Neese, the company’s senior manager of audience insights, shared how authentic engagement helps Twitch engage more than 50,000 Gen Z and millennial consumers in the community. Earn the right to lead. Many research teams deserve more visibility in the organization, but they don’t always get the credit they deserve.

2018 145

2018 Insights Innovation Feedback 145

Team HGS

FEBRUARY 6, 2018

2018 Trend 1: Digital Channels Finally Overtake Voice. At that current rate, digital was expected to overtake voice in 2018. Instant communication will become the standard for exceptional customer service in 2018. Wed, 02/07/2018 - 11:27. Here, we dissect CX Trend No.10: Customer Experience. LEAVE A COMMENT.

2018 45

2018 White Paper 2014 Contact Center 45

Experience Matters

JUNE 4, 2018

Of the companies we evaluated, 21st Century, Comcast, Cox Communications, and New York Life Read More. The post Report: What Happens After a Good or Bad Experience, 2018 appeared first on Customer Experience Matters®.

2018 74

2018 Download Interaction Consumers 74

LiveChat

JANUARY 3, 2019

So, as the December 2018 is coming to an end, it’s time to sum up a bit all the highlights of 2018. 5 tips to improving online communication with customers (and 5 traps to avoid). Speaking of great online communication, can you say that your communication skills are great? And our average bounce rate of 30%?

2018 59

2018 Blog B2B 2014 59

One Millimeter Mindset

DECEMBER 10, 2018

As you read these top 5 Workforce Collaboration blog posts from 2018, ask yourself this one question. The post One Millimeter Mindset™ 2018 Workforce Collaboration Blog Review appeared first on Babette Ten Haken. How will I leverage where I am Today, as a Professional of Worth, to better serve my clients Tomorrow and in the Future?

2018 65

2018 Blog Workshop Innovation 65

ShepHyken

SEPTEMBER 3, 2018

The stats and facts show that the many customers would still rather communicate with a human. The post 5 Top Customer Service Articles for the Week of September 3, 2018 appeared first on Shep Hyken. The title of this article by consumer advocate Christopher Elliot caught my eye: “Chatbots are Killing Customer Service.”

Article 79

Article 2018 Customer Service Hospitality 79

Kayako

JANUARY 24, 2018

Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences. Organizations often cite lack of collaboration and communication, and silo-ed thinking. Bots and AI can’t be ignored when it comes to customer service trends of 2018. Arguably not.

Customer Centricity 83

Customer Centricity 2018 Customer Service Customers 83

8x8

FEBRUARY 26, 2018

With March rapidly approaching, the team here at 8x8 is excited to head to the Gaylord Palms Resort, Orlando, Florida for our annual trek to Enterprise Connect , the premier event for enterprise communications and collaboration technology in North America. Cloud Communications 2021: Is the Cloud Unavoidable? Industry Vision Address.

2018 54

2018 Connections Contact Center Customer Experience 54

Talkdesk

OCTOBER 18, 2018

For the second year in a row, Talkdesk is recognized as a Visionary by Gartner in the 2018 Magic Quadrant for Contact Center as a Service, North America , and highest among Visionaries on the Ability to Execute scale. Gartner performed a rigorous evaluation of 10 call center vendors for completeness of vision and ability to execute.

Contact Center 56

Contact Center 2018 Call Center Sales 56

LiveChat

FEBRUARY 13, 2018

Bot creation is considered to take a center stage by the year 2021 and these changes will start picking up in 2018 henceforth. These changes have started to take shape in recent times and chatbots are expected to evolve even further in 2018. Artificial intelligence is not meant for just a few big companies. Enhanced conversations.

2018 50

2018 Technology Social Media Customer Insights 50

ShepHyken

MARCH 5, 2018

(Colloquy) For loyalty marketers searching for a way to stay ahead of the competition and keep shoppers happy, the Six Cs of Loyalty are a great way to streamline how you’re thinking about each communication, offer or benefit. The post 5 Top Customer Service Articles For the Week of March 5, 2018 appeared first on Shep Hyken.

Article 81

Article 2018 Customer Service Loyalty Programs 81

Topdown

JANUARY 7, 2019

The Winter 2018-2019 edition of DOCUMENT Magazine includes an application article featuring Topdown and our INTOUCH product. In this article we review the top trends in customer communications management (CCM), with a focus on leveraging the cloud and content services to integrate CCM into a broader digital experience technology stack.

Magazine 48

Magazine Document 2018 2019 48