Oracle

DECEMBER 27, 2018

In 2018, the customer experience was front and center for businesses. Whether you’re focused on building stronger relationships with existing customers or attracting new prospects, brands are taking their CX strategies, technology, and approaches to the next level. Cloud technologies powered a better customer experience.

2018 88

2018 Customer Experience 2019 Retail 88

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. This reminds me of a piece I once wrote about Tool vs. Toy , which explores the changing value of technology driven by users vs. investors.

2018 72

2018 Customer Journey Mapping Contact Center E Commerce 72

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. Human vs Bot.

2018 75

2018 Blog Customer Service 2017 75

Oracle

JANUARY 16, 2020

In 2018, shifting tax policies and a stock market setback combined to stanch the lifeblood of the vast majority of nonprofit organizations: Charity giving declined 1.7% Admittedly, limited budgets and restricted donations can hamstring a nonprofit on the technology front. With more than 1.5 With more than 1.5

Technology 82

Technology 2012 2018 Social Media 82

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. If you can’t afford the time, risk, or cost of putting technology in front of customers, give it to your front-line reps. Here are three things we should be watching for in 2018. Take a look. . Mike Wittenstein.

2018 111

2018 Omnichannel 2017 Technology 111

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. Customers are expecting speed-lightning support due to the influx of technologies. You could also implement a data-driven type of customer service with the help of machine learning technologies.

2018 76

2018 Customer Service E Commerce E-support 76

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 82

Communication Blog Leadership Airlines 82

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”. Topics included disruptive technology, uberization of the workforce, data analytics, supply chains, employee culture, customer experience, and much more.

2018 74

2018 Measurement Competitive Advantage Metrics 74

TechSee

JULY 24, 2018

Visual communication creates intimacy and strengthens the connection between the organization’s representative and the customer, turning it into an interaction between two fellow human beings. In January 2018, he tried Netflix for the first time and discovered they have all of the past “Suits” episodes available for streaming.

Customer Centricity 104

Customer Centricity Culture Technology 2018 104

Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. CX is a tough business.

2018 129

2018 Customer Experience Customer Centricity Culture 129

CSM Magazine

DECEMBER 2, 2021

Customers are very impressed with the provision of instantly updated data from our engineers and automated communications,” Toomey comments. The company has also featured in the Sunday Times Tech Track 100 in 2018, 2019 and 2020 and was named in the 2018 Deloitte Technology Fast 50.

Technology 52

Technology 2018 2013 Customer Relationship Management 52

Oracle

FEBRUARY 23, 2018

However, there’s a limit to the type of customer experience you can build without technology. Yes, the copy, tone, and brand identity you curate can be nurtured through smart design and interaction—but the right technology will allow you to create a superior CX that will, in the long run, be your brand’s differentiator.

2018 87

2018 Lifetime Customer Customer Relationship Management Touchpoint 87

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

Eptica

JANUARY 31, 2018

Date: Wednesday, January 31, 2018 The Year of Humanity: Putting the customer first in 2018. Published on: January 31, 2018. While technology such as self-service can provide answers to a huge range of routine consumer queries, there are times when consumers want to speak to another human.

2018 55

2018 Consumers Social Media 2017 55

Alida

SEPTEMBER 21, 2018

Technology researcher Alexandra Samuel shared her thoughts on the Cambridge Analytica scandal and its implications for marketers and researchers. 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.

2018 145

2018 Insights Innovation Feedback 145

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

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. The companies involved in mobile app development are now helping both small and medium–sized organizations to excel by embracing these new technologies supported by Artificial Intelligence.

2018 50

2018 Technology Social Media Customer Insights 50

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?

2018 54

2018 Connections Contact Center Customer Experience 54

ShepHyken

SEPTEMBER 3, 2018

It found that despite today’s technology-dependent environment, many consumers still prefer human agents to chatbots for their customer service engagements. The stats and facts show that the many customers would still rather communicate with a human. My Comment: Are chatbots good or bad for customer service? My take… Give it time.

Article 79

Article 2018 Customer Service Hospitality 79

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

Kayako

JANUARY 24, 2018

Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences. We predict it’s the technology they choose that will reflect how close they want to get to their customers. Bots and AI can’t be ignored when it comes to customer service trends of 2018.

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?

2018 48

2018 Connections Contact Center Customer Experience 48

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?

2018 48

2018 Connections Contact Center Customer Experience 48

Qualtrics

AUGUST 24, 2021

Like every organization across the world right now, Singtel - one of Asia’s leading communications technology companies - in designing new workplace environments and policies for a world that has completely changed. Steve Bennetts, EX Solutions & Strategy. Future-proofing the business. Learn More.

Employee Experience 26

Employee Experience Communication Technology Culture 26

Second to None

FEBRUARY 23, 2018

Advanced technology has opened up a new world of brand-to-customer communications, but simply upgrading your CX infrastructure is not enough to become an industry leader. While advances in technology are interesting and offer tremendous potential, many businesses are relying too heavily on automation and technology.

Technology 54

Technology Brands Voice of Customer Communication 54

Lithium

AUGUST 2, 2018

We are pleased to announce our esteemed panel of 2018 Lithy Award Judges: Joe Cothrel, Former Chief Community Officer @ Lithium Technologies- In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world. in Communications from Hofstra University. He holds a B.A.

2018 40

2018 Social Media 2014 B2C 40

Lithium

AUGUST 2, 2018

We are pleased to announce our esteemed panel of 2018 Lithy Award Judges: Joe Cothrel, Former Chief Community Officer @ Lithium Technologies- In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world. in Communications from Hofstra University. He holds a B.A.

2018 40

2018 Social Media 2014 B2C 40

Lithium

AUGUST 2, 2018

We are pleased to announce our esteemed panel of 2018 Lithy Award Judges: Joe Cothrel, Former Chief Community Officer @ Lithium Technologies- In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world. in Communications from Hofstra University. He holds a B.A.

2018 40

2018 Social Media 2014 B2C 40

Lithium

AUGUST 2, 2018

We are pleased to announce our esteemed panel of 2018 Lithy Award Judges: Joe Cothrel, Former Chief Community Officer @ Lithium Technologies- In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world. in Communications from Hofstra University. He holds a B.A.

2018 40

2018 Social Media 2014 B2C 40

Oracle

MARCH 22, 2018

Oracle Modern Customer Experience 2018 will take place April 10 – 12 in Chicago, with 250+ planned sessions focusing on the hottest topics in customer experience. Over 90 of these sessions will focus specifically on sales and CPQ trends and technologies. Ready to register now for Modern Customer Experience 2018?

2018 65

2018 Sales Customer Experience Events 65

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

Avaya

AUGUST 28, 2018

At the most prestigious soccer tournament in the world, Avaya put champion-level technology and solutions throughout the stadiums. With such a global stage, timely communications and real-time fan experiences were critically important. The importance of these communications cannot be overestimated or undervalued. Fisht Stadium.

2018 43

2018 Sports Events Contact Center 43

CSM Magazine

APRIL 18, 2024

Best of all is their ability to communicate and put in place processes and procedures to keep customer satisfaction at 98% and complaints to a very low level.” The company has also featured in the Sunday Times Tech Track 100 in 2018, 2019 and 2020 and was named in the 2018 Deloitte Technology Fast 50.

Management 52

Management 2009 2018 Customer Relationship Management 52

Oracle

NOVEMBER 7, 2018

This past week, we attended Cable Tec Expo 2018 in Atlanta – a conference that showcases breakthrough technology and trends in the cable and telecommunications industries. Here are a few of our most notable takeaways and insights from Cable Tec Expo 2018. — SCTE • ISBE (@scte) October 18, 2018.

2018 40

2018 Telecommunications Wireless Transportation 40

Talkdesk

JANUARY 12, 2018

However, if your 2018 contact center is treating incoming customer conversations as blank slates, you are ignoring the rich context that could make this call an opportunity to create loyalty. The majority of today’s customers are digital first and prefer to handle simple issues with self-service technologies.

Contact Center 40

Contact Center 2018 Innovation Social Media 40