Oracle

DECEMBER 26, 2018

As 2018 draws to a close, we’re looking back at the year’s biggest AI innovations. Here’s a closer look at key AI innovations that made a splash in 2018. Here’s a closer look at key AI innovations that made a splash in 2018. Chatbots take customer service to the next level. billion by 2025.

2018 105

2018 Innovation 2025 Healthcare 105

QuestionPro Audience

JANUARY 3, 2018

Experts are predicting 2018 to be the year mobile technology officially takes over travel. In 2018, it is expected that 79% of airports around the world will offer CRM tools in their mobile apps to help track customer behavior and improve personalization and brand loyalty, up from 30% in 2015.

Travel 117

Travel 2018 Airlines Books 117

NICE inContact

MARCH 8, 2018

If your manager still hasn’t committed to sending you or your colleagues to Interactions 2018, there are some powerful reasons you can share. At Interactions 2018, you’ll be interacting with your peers from other business segments in addition to industry experts. You’ll save ?$180 The post Still on the Fence?

2018 48

2018 Interaction Management ROI 48

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. customer exhibitors at MWC 2018: Verto Analytics. Messaging app exhibitors at MWC 2018: Infinity Mobile. Immerse technologies provide the ability to interact and communicate with the virtual environment. Get started now.

2018 84

2018 Customer Service Multi-Channel Document 84

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. customer exhibitors at MWC 2018: Verto Analytics. Messaging app exhibitors at MWC 2018: Infinity Mobile. Immerse technologies provide the ability to interact and communicate with the virtual environment. Get started now.

2018 84

2018 Customer Service Multi-Channel Document 84

Help.com

SEPTEMBER 11, 2018

According to Gannett CMO Andy Yost , “2018 will be the year of servicing consumer needs before they even arise. Here are five essential things customer expect from their customer service interactions—and what you can do to make sure they’re satisfied. Customer service is not supposed to be reactionary.

Customer Expectations 72

Customer Expectations Interaction Customer Service 2018 72

Oracle

JANUARY 25, 2018

In 2018, SMBs must improve their to ensure they are on the right road to success. A: It’s critical to converse and interact with your clients via social media. A: This is the perfect time of year to carve out some time to gain clarity of vision and focus for what you wish to create for 2018. Q: Fill in the blank.

2018 110

2018 Customer Experience Social Media Consulting 110

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. CARE (Connect/Acknowledge/Resolve/Empower) at each interaction. Make it right the first time.

Telecommunications 141

Telecommunications 2018 Chief Customer Officer Call Center 141

Oracle

FEBRUARY 21, 2018

Oracle is hosting its annual Modern Customer Experience conference April 10 – 12, 2018 in Chicago, with over 250 planned sessions spanning customer experience focus areas like sales, commerce, service, and marketing. Here are 5 reasons to attend Oracle Modern Customer Experience 2018. 90+ sales activities. • 80+ commerce activities. •

2018 94

2018 Customer Experience Entertainment Events 94

CSM Magazine

DECEMBER 5, 2017

Here are some of the top customer service predictions for 2018, brought to you by Fara Haron is CEO of CRM Solutions, Arvato. Technology related to voice recognition will be most impactful in 2018. In relation to customer service, technologies like AR and VR will not be as impactful in 2018. Voice Recognition.

2018 80

2018 Customer Service 2009 2017 80

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. This will speed up initial interaction and response time and enable triage to humans when required. Customers do not rate customer support based solely on interactions with that company. Take a look. . Justin Flitter.

2018 111

2018 Omnichannel 2017 Technology 111

Experience Matters

MARCH 20, 2018

2018 marks the eighth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. consumers to rate their recent interactions with 318 companies across 20 industries and then evaluated their experiences across three dimensions: success, effort, and emotion.

2018 99

2018 Airlines Consumers Interaction 99

ShepHyken

MARCH 9, 2018

This is expected to grow, as over the next 5 years it has been predicted by Gartner that phone interactions will drop from 41% to 12% as consumers keep going digital [i]. Businesses that already have a strong digital customer service strategy in place are steps ahead of the competition, however here’s how you can catch up in 2018.

2018 75

2018 Blog Customer Service 2017 75

Retently

JULY 17, 2018

Satmetrix NICE 2018 average NPS by industry report. For instance, the social interaction proper to a phone call may determine more engagement from the respondent since he is assisted in the discussion. 2018 NPS Report Update) appeared first on Retently. It will simply give you the wrong idea.

Net Promoter Score 167

Net Promoter Score NPS 2018 Customer Satisfaction 167

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. Eighteen months ago, we weren’t seeing interactive devices in our homes that responded to our every request (i.e. New CX Predictions.

2018 72

2018 Customer Journey Mapping Contact Center E Commerce 72

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 What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? That’s what we asked each of them: How do you see the future of customer experience??

2018 141

2018 Customer Experience Competitive Advantage 2017 141

Second to None

FEBRUARY 14, 2018

As technology increases, customers are interacting with brands in completely novel ways. This piece was originally published by Forbes on February 8, 2018: “You may still be writing “2017” on forms, but no one can deny that 2018 is in full swing. Those numbers will only rise in 2018.

2018 63

2018 Social Media E Commerce E-support 63

Oracle

APRIL 19, 2018

Looking for customer experience conference and events information for 2018 and 2019? April 2018 CX Events and Conferences. April 8 – 11, 2018. April 10 – 12, 2018. April 10 – 11, 2018. April 16 – 18, 2018. April 18, 2018. April 19, 2018. April 19 – 20, 2018. April 23 – 25, 2018.

Events 60

Events 2018 2019 Customer Experience 60

Oracle

FEBRUARY 2, 2018

Let’s take a look at 3 customer experience innovations you can expect from video streaming services in 2018. Internet access above 10,000 feet is at no cost to travelers (only when you log into your Netflix account) and Netflix plans to roll out capabilities in 2018. The not-so-subtle Netflix algorithm has arrived. Airplane mode.

2018 81

2018 Innovation Airlines Travel 81

ShepHyken

JANUARY 8, 2018

Industry Experts Offer Up 2018 Predictions on Retail Customer Experience by Judy Mottl. My Comment: The 2018 customer service and experience predictions continue to roll in. My Comment: Would you want your customers to visit an outdated website or experience old technology and systems when interacting with your company?

2018 0

2018 Article Customer Service Contact Center 0

Oracle

FEBRUARY 23, 2018

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. A CRM lets you streamline your customer service offering in one place and analyze interactions.

2018 87

2018 Lifetime Customer Customer Relationship Management Touchpoint 87

Ann Michaels and Associates

DECEMBER 27, 2018

53% of customers expect businesses to reply to their online reviews within seven days (Review Trackers, 2018). • Consumers spend four times as long interacting with negative reviews, with a 67% increase in conversion rate (Spiegel Research Center, 2017). • The importance of replying to customer reviews. •

2018 73

2018 2017 2016 B2B 73

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. Every time customers initiate an interaction with your business on digital channels – social, live chat systems, and company website – they’re leaving data that say a lot about their customer journey.

2018 76

2018 Customer Service E Commerce E-support 76

Customer Bliss

JANUARY 4, 2019

Today’s podcast is the last replay featuring “best of” content from 2018. Customerville transforms customer experience surveys into rich, interactive experiences using its unique Design-driven Feedback platform. Thank you all for your support and for taking the time to listen to these podcasts.

Hospitality 141

Hospitality 2018 Healthcare Customer Experience 141

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. In fact, technology can help – in three main ways: 1.

2018 55

2018 Consumers Social Media 2017 55

ShepHyken

NOVEMBER 12, 2018

And who better to tell you what your customers want than the people on the front line who interact with your customers every day. Forrester) Let’s face it: 2018 was not a fabulous year for customer experience. The post 5 Top Customer Service Articles for the Week of November 12, 2018 appeared first on Shep Hyken.

2018 89

2018 Article Customer Service 2019 89

CX University

JUNE 14, 2018

May 15, 2018. You see, the game used to center on the enhancement of “customer touchpoints,” or specific interactions between customer and company. But there is a significant shortcoming in this myopic view, namely, that one interaction rarely satisfies a customer need. Have fun with our interactive learning tools!

2018 40

2018 Touchpoint Customer Journey 2016 40

Thematic

AUGUST 15, 2018

We’re very excited to be one of the sponsors of the 5 th Annual Digital Customer Experience Strategies Summit on September 18 – 19, 2018, at the Hyatt Regency McCormick Place in Chicago. Attendees can take advantage of thought-provoking presentations, interactive sessions and opportunities for Q&As. Register here.

2018 59

2018 Customer Experience Events ROI 59

ShepHyken

JANUARY 22, 2018

10 Customer Experience Mistakes You Need to Avoid in 2018 by Ronak Meghani. The authors started by surveying 400,000 customers who interacted with brands in the airline and wireless industries to find out how much more customers would spend if they received better service. Here are my top five picks from last week.

2018 89

2018 Article Customer Service Wireless 89

Oracle

JANUARY 17, 2018

In an interesting dichotomy of content marketing trends, popular content formats in 2018 will be a mix of interactive assets and long-form print pieces. Following is a brief summary of content formats that will be paramount in 2018. The first type—experiential content—brings high-levels of engagement and mimics live events.

2018 52

2018 Marketing 2025 Magazine 52

ShepHyken

NOVEMBER 19, 2018

The problem with voice support is that it can also go terribly wrong, and those are the types of interactions that people hear about. This is an interview with Peter Fader (Marketing professor at Wharton) and Sarah Toms (executive director of Wharton Interactive), the authors of “The Customer Centricity Playbook.”

Article 85

Article 2018 Customer Service Customer Centricity 85

ShepHyken

JULY 30, 2018

Training Journal) Your staff are usually the first people customers will interact with. 5 Ways Online and Offline Customer Experiences are Coming Together in 2018 by Vandita Grover. The post 5 Top Customer Service Articles for the Week of July 30, 2018 appeared first on Shep Hyken. by Flow XO. Follow on Twitter: @Hyken.

2018 78

2018 Article Customer Service Customer Service Training 78

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. Additionally, chatbots can easily be embedded into your website to help you interact with your clients directly via messages. Artificial intelligence is not meant for just a few big companies.

2018 50

2018 Technology Social Media Customer Insights 50

CSM Magazine

NOVEMBER 29, 2017

Capitalising on a strong foothold in Europe’s customer contact community 2018 will be bigger, more innovative and interactive than ever before. CCW Europe 2018 will be educational, practical & unforgettable! And that’s not all….

2018 40

2018 Events Download Innovation 40

Avaya

FEBRUARY 13, 2019

But ultimately, we want customers to walk away elated from any interaction. But what actually makes a good customer interaction? We asked IT and business leaders in Nemertes’ 2018/19 Digital Customer Experience research study of 697 global organizations. A satisfied customer might say: “OK, that went well. I got what I needed.”

Interaction 45

Interaction B2B B2C Social Media 45

ShepHyken

JANUARY 7, 2019

My Comment: Here are three tips for customer service agents, but they can also be applied to just about anyone who interacts with customers, as well as employees. The post 5 Top Customer Service Articles for the Week of January 7, 2018 appeared first on Shep Hyken. 3 Tips To Create A Mission That Will Drive Growth by Kara Goldin.

Article 98

Article 2018 Customer Service Contact Center 98

Experience Matters

JUNE 4, 2018

consumers about their recent interactions with more than 300 companies across 20 industries. Download report for $195 Here are some highlights: About 18% of the customers who interacted with TV & Internet service providers reported having a bad experience – a considerably higher percentage than in other industries.

2018 74

2018 Download Interaction Consumers 74