Oracle

DECEMBER 24, 2018

2018 was a year of significant innovation within the marketing world. As part of our year in review , here’s a closer look at some of the most inspiring and thought-provoking marketing quotes from 2018. ” – Deloitte Digital CMO Suzanne Kounkel at the Forbes CMO Summit 2018.

2018 93

2018 Marketing Omnichannel 2019 93

Oracle

FEBRUARY 12, 2018

What lies ahead for small- and medium-sized businesses (SMBs) in 2018? It’s hard to say; I can’t get out my crystal ball to find the answers—but I do know this: All SMBs need to leverage these three tech innovations in order to remain competitive in today’s marketplace. What’s in store for your business?

2018 46

2018 Innovation 2016 Consumers 46

Oracle

JANUARY 31, 2018

SmarterCX.com’s Editor-in-Chief highlights a new customer experience predictions destination page, SmarterCX.com/Predictions. Following a record holiday season, 2018 is off to a fast start in the world of customer experience. Where should CMOs concentrate their efforts to get CX right in 2018? Check it out.

2018 80

2018 Customer Experience Retail 2017 80

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

ThriveableBiz

NOVEMBER 13, 2023

Customer-driven innovation to scale -up your business To scale-up your business you have to be focused on what the customer wants and needs. We often get tangled with our personal dreams, and forget the most important people, our customers. You have to be different and innovative. I’m Customer Focused … I think!

Innovation 52

Innovation Entertainment Customers Customer Focused 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 It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

2018 141

2018 Customer Experience Competitive Advantage 2017 141

CSM Magazine

NOVEMBER 7, 2018

Investing in overall brand experience for customers is one of the most important aspects of any business. By building a happy, loyal customer base that makes brand interaction easy and enjoyable, businesses can ensure that they have the edge over competitors. Keep the customer informed.

Interaction 221

Interaction Telecommunications 2018 2013 221

Alida

SEPTEMBER 21, 2018

The Customer Intelligence Summit brings together some of the brightest minds in research, marketing, customer experience and product innovation to discuss the latest trends, share best practices and discover the newest innovations in the industry. Listen to the voice of the customer to future-proof your business.

2018 145

2018 Insights Innovation Feedback 145

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. 360-degree view of your customer. view of customers by accumulating data from the various touch points that a customer may use to contact a company.

2018 84

2018 Customer Service Multi-Channel Document 84

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. 360-degree view of your customer. view of customers by accumulating data from the various touch points that a customer may use to contact a company.

2018 84

2018 Customer Service Multi-Channel Document 84

CSM Magazine

FEBRUARY 11, 2022

BigChange field service management software is helping commercial and industrial door specialist Access Innovations reduce paper consumption by more than 70 per cent. The back-office resource required to record, schedule and report on jobs has been reduced, which in turn results in better service for our customers.

Innovation 52

Innovation 2013 2018 Customer Relationship Management 52

CloudCherry

APRIL 5, 2019

Gartner reports from 2018 that 52% of marketers with CX responsibility expect their budgets to remain the same or decrease. So how do business leaders start developing a customer experience strategy that keeps the engine of marketing running with the least amount of friction? Our customers are in control, not us.

Marketing 278

Marketing Customer Experience B2B Airlines 278

Avaya

MAY 8, 2019

With more than 150 diverse clients, many among the FORTUNE 500, the leading business process outsourcing (BPO) company supports over 35 million omnichannel interactions each year in 175 countries via the customer’s channel of choice. Consumers expect to engage wherever, whenever, and however they prefer,” said Michael Dean, CTO. “We

Innovation 74

Innovation Customer Engagement Engagement Contact Center 74

Oracle

NOVEMBER 27, 2019

Today, the customer experience isn’t bound to any one physical or digital space, as 73% of consumers use multiple channels to shop , according to a Harvard Business Review study of 46,000 shoppers. Fast-food restaurants may get even faster thanks to retail innovation in customer service tech. .”

Retail 74

Retail Innovation 2019 Multi-Channel 74

Oracle

JANUARY 14, 2018

This week, the SmarterCX.com team was at NRF 2018 , the National Retail Federation’s Big Show. Javits Convention Center, NRF is one of the largest and most anticipated retail events each year, and showcases the latest in retail customer experience trends and technology innovations.

2018 49

2018 Retail Customer Experience 2017 49

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. AI technologies like Siri, Google, Alexa and Bixby are all taking shape with different customer experience strategies. New CX Predictions.

2018 72

2018 Customer Journey Mapping Contact Center E Commerce 72

Oracle

MAY 21, 2019

SmarterCX presents the Smarter Demos series , a 2-minutes-or-less look at some of the most innovative CX technologies and how they work. In this 14th video in the Smarter Demos series, we take a look at some of the latest CX tech innovating the automotive experience. So here we have the Yamaha 2018 450 motocross bike.

Demo 84

Demo Automotive Innovation 2018 84

NICE inContact

APRIL 30, 2019

It’s safe to say that we’re at an inflection point for AI in the contact center — AI innovations deployed in a myriad of ways, such as chatbots, intelligent routing, workforce management forecasting, and AI-driven interaction analytics, can add significant value to customer experiences and operational performance.

Consumers 59

Consumers Contact Center 2019 2018 59

Forrester's Customer Insights

JULY 18, 2019

Singapore is recognized as one of the world’s most innovative hubs and as an innovation powerhouse in Asia: The 2018 Global Innovation Index ranks Singapore as the fifth most innovative market out of 126 global economies analyzed, and Singapore’s recently launched S$1 billion innovation fund establishes innovation as a key lever to economic growth (..)

Innovation 49

Innovation Consumers 2018 Marketing 49

ShepHyken

JUNE 25, 2018

Each week I read a number of customer service and customer experience articles from various resources. Personalization Matters: 12 Ways For Brands To Increase Customer Loyalty by Forbes Agency Council. For this reason alone, it is imperative that you make your first impression with a customer count.

Article 85

Article 2018 Customer Service Loyalty 85

C3Centricity

AUGUST 20, 2017

Do you know how you’re going to beat the competition in 2018? Faster growth, increased profitability, or more successful innovations? So, how well do you know your current and potential customers? They go out looking for new customers by increasing their distribution channels in the hope of getting more people to buy.

2018 48

2018 Innovation Competitive Advantage Books 48

TechSee

OCTOBER 23, 2018

Personalization as a driver in customer service. Delivering personalized customer service is more than just addressing a customer by name in an automated email, or segmenting by interest; it is a way to capture the customer’s attention and create a level of engagement that is authentic and relevant at every stage of the customer journey.

Customer Service 157

Customer Service 2007 Virtual Agent 2018 157

Second to None

FEBRUARY 14, 2018

As technology increases, customers are interacting with brands in completely novel ways. Because of these new trends, brands need to constantly measure and update the value they are providing to customers at these different touchpoints. So what does the year hold for customer service? Chat Support Will Increase In Importance.

2018 63

2018 Social Media E Commerce E-support 63

Eptica

JANUARY 16, 2019

Date: Wednesday, January 16, 2019 Author: Olivier Njamfa - CEO & Co-Founder Why 2019 is all about trust for brands and consumers. Markets are volatile, competition is increasing in every sector and new innovations threaten established business models. This uncertainty also impacts consumers and their spending.

2019 71

2019 Consumers Brands Social Media 71

ShepHyken

FEBRUARY 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. Top 5 Tips to Improve Social Customer Service by Kristina Knight. And, while about two-thirds of consumers contacting b usinesses for customer service are doing so on social media, this is a problem.

2018 82

2018 Article Customer Service Social Media 82

CSM Magazine

MAY 22, 2018

Brands are failing to create the positive, emotive experiences that drive customer loyalty. New research from NewVoiceMedia reveals that 42 percent of UK consumers left a business last year due to poor customer service. connection with a customer service agent, they’d be more likely to do business with that company again.

Poor Customer Service 53

Poor Customer Service Consumers Customer Service Social Media 53

Oracle

MARCH 18, 2019

Consumer loyalty is more difficult than ever for retailers to attain. A Daymon Worldwide global study from 2018 found that only 29% of millennials usually buy the same brand, of a particular product, compared with 35% of Gen Xers, for example. Customers want to understand a retailer’s values and history. Be transparent.

2019 60

2019 Loyalty Consumers Loyalty Programs 60

Oracle

APRIL 10, 2020

Over 60% of Millennials and Gen Z consumers stream video daily, according to a 2018 Deloitte study. Some of the world’s most popular streaming services include Netflix, iQiyi, Tencent Video, Youku, and Amazon Prime Video, and beyond these services, there’s plenty of video content at the fingertips of consumers.

2020 52

2020 Innovation Entertainment Social Media 52

Call Experts

JANUARY 9, 2019

Forrester Research Studies conducted a customer experience survey to reveal reasons a specific brand receives a boost in customer loyalty. Customers who feel respected and valued are more loyal and spend more. Customers feel more connected to the companies that make them feel special by catering their individual needs.

Consumers 64

Consumers Call Center 2018 Contact Center 64

CX University

MAY 16, 2023

In today’s global business environment, customer experience (CX) is one of the most important factors that determine the success or failure of a company. A positive customer experience can lead to customer loyalty, repeat business, and positive word-of-mouth advertising, while a negative experience can have the opposite effect.

Engagement 98

Engagement Customer Experience Advertising Culture 98

QuestionPro Audience

APRIL 6, 2018

Advertising agencies are facing a lot of adversity in 2018. UNDERSTAND THE CONSUMER. The more you know about your client’s market, its products, consumers, and competitors, the better you can design a successful campaign. Additionally, it may shed light on potentially profitable opportunities for the client as well.

2018 83

2018 Advertising 2016 Consumers 83

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. Consumer patience is dwindling; we want better, more accessible products, and everything that we do seems to revolve around convenience. In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself?

Exceptional Customer Service 40

Exceptional Customer Service 2018 Customer Service Hotels 40

Natalie Petouhof

SEPTEMBER 23, 2018

Tweet Dreamforce 2018 is here! They span the world of customer service and are curated for anyone wanting to learn more about customer service and becoming a #ServiceTrailblazer! Here’s the link to the on-demand webinar: [link] You’ll hear how these customers” Plan with their team before Dreamforce.

2018 75

2018 Workshop Demo Contact Center 75

Team HGS

FEBRUARY 6, 2018

2018 Trend 1: Digital Channels Finally Overtake Voice. HGS recently released a white paper on this year’s top 10 trends in customer service. 10: Digital Assistance—Voice Search, highlighting strategies designed to drive the right answer, fast, for your customers—to ultimately result in a higher CSAT and NPS score for your business.

2018 45

2018 White Paper 2014 Contact Center 45

Oracle

SEPTEMBER 19, 2018

Oracle OpenWorld 2018 will take place October 22-25 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. General Session: The Latest CX Innovations for Sales. How do you build a loyal customer base?

2018 49

2018 Sales Roadmap Loyalty 49

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? Customer feedback is a precious resource for understanding what’s effective and what needs improvement. However, manually sifting through and evaluating this feedback can be incredibly time-consuming.

Social Media 83

Social Media Feedback Banking Automotive 83

Experience Investigators by 360Connext

OCTOBER 22, 2019

If you know how critical Customer Experience is to the happiness of your customers and your team (and if you’re reading this, I’m willing to bet you are,) you’re probably already trying to anticipate the next big trends in CX. Customer Experience Still Reigns Supreme. Despite this, only 49% of U.S.

2020 169

2020 Customer Experience Innovation Brands 169