Peter Lavers

FEBRUARY 21, 2019

What were the key themes coming out of my coverage of February’s IBM’s showcase global conference Think 2019 in San Francisco? I was delighted to be invited by IBM Watson to Think 2019 in my role as an IBM Futurist. Please get in touch if you’d like to discuss any of the issues raised in this blog.

2019 66

2019 Leadership Culture Customer Centricity 66

NetBase

JANUARY 7, 2019

January 2019 Update: As trends change and technology advances, social media tools become more powerful as well. Beyond that, social insights reveal industry and category trends worth embracing – the kind that inspire new products and/or changes in how you do business. Already know what matters? Skip right to the list of tools!

Social Media 77

Social Media 2019 Demo ROI 77

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

One Millimeter Mindset

NOVEMBER 26, 2020

In 2019, I never imagined I’d be creating a 2020 Thanksgiving Gratitude blog post during a global pandemic. And so is this blog post. Share your insights. Otherwise, I focus on what is easier to accomplish rather than those difficult activities which catalyze my continuous professional innovation. Contact me here.

2020 124

2020 Innovation 2019 Leadership 124

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Tribal Knowledge Base and blog workflow. Editor’s note: Part one can be found here. Khoros Care.

2019 40

2019 Engagement Social Media Roadmap 40

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Tribal Knowledge Base and blog workflow. Editor’s note: Part one can be found here. Khoros Care.

2019 40

2019 Engagement Social Media Roadmap 40

NICE inContact

FEBRUARY 19, 2019

As we enter a new year of growth and opportunities, don’t miss the chance to be part of the excitement at NICE inContact’s flagship customer conference in London by sharing your experiences and insights with industry peers. The post Are you a storyteller, speaker, expert, motivator, leader, or innovator in Customer Experience?

Innovation 48

Innovation 2019 Customer Experience Interaction 48

NetBase

JANUARY 7, 2019

January 2019 Update: As trends change and technology advances, social media tools become more powerful as well. Beyond that, social insights reveal industry and category trends worth embracing – the kind that inspire new products and/or changes in how you do business. Already know what matters? Skip right to the list of tools!

Social Media 52

Social Media 2019 Demo ROI 52

Clarivate

OCTOBER 7, 2021

Clarivate implemented a global Customer Delight program in 2019 and a year later acquired CustomersFirst Now, a trusted CX company offering consulting, analytics and software that builds end-to-end Customer Delight programs. Our next blog will discuss the third behavior: being prepared. Finding ways to engage and listen to each other.

White Paper 59

White Paper Customer Experience Consulting 2019 59

Gainsight

JANUARY 8, 2019

Build up those knowledge reserves by attending these can’t-miss conferences of 2019. Photo source: SaaStr Blog. DX3 is Canada’s largest conference for marketers that showcases best practices and insights on all things digital marketing. Pulse 2019 | May 21-24, San Francisco, CA. Photo Source: Onelogin blog.

Events 45

Events 2019 B2B 2018 45

Currency Alliance

JUNE 19, 2019

Points are perceived by customers as a kind of currency; underperforming loyalty brands, equally, prioritize this purely transactional insight. Pre- and post-purchase insight, combined with insights from complementary partners, tells the richer story of what drives individuals and can unveil how to influence those decisions.

Magazine 49

Magazine Loyalty 2019 Loyalty Programs 49

Feedbackly

DECEMBER 27, 2018

Companies will also be reeling their KPIs and metrics to service customer journeys but also use the same ideology for innovations and service improvements as well as improving their internal well being! With the help of new technologies and AI, businesses are going to be able to take more action on their data – real actionable insights.

2019 40

2019 Customer Experience Customer Journey Employee Experience 40

NICE inContact

JULY 9, 2019

2019 was no exception, as representatives from a variety of companies presented research, innovative approaches, best practices and results from their contact center experiences with NICE inContact CXone cloud solutions. Here’s Your One-stop Resource appeared first on NICE inContact Blog. The post Transitioning to the Cloud?

Contact Center 59

Contact Center 2019 Webinar Presentation 59

Thematic

JANUARY 17, 2019

Use this post as a guide to lead the way to execute best practice survey analysis in 2019. If your survey has been soundly designed and analyzed and you deliver your results to the right decision makers, new opportunities and innovative strategies can be created. How do you find meaningful answers and insights in survey responses?

Insights 98

Insights Presentation Net Promoter Score Feedback 98

ClientSuccess

JULY 23, 2019

The following lists the top five innovations in customer service those winning brands are adopting. With this insight, customer service reps can move expediently to address customer questions and issues—and provide customers with the sense that their words aren’t falling upon deaf ears with brands. More Attention to Automation.

2019 40

2019 Customer Service Social Media Multi-Channel 40

transcosmos Information Systems

MARCH 5, 2019

Outsourcing Insight ). Outsourcing Insight ). Outsourcing Insight ). It also allows corporations to deliver innovative products and services to customers depending on the latest market trends. Outsourcing Insight ). The global market size of outsourced services in 2018 is at $85.6 Statista ). Statista ).

2019 75

2019 2017 2018 2016 75

Optimove

JULY 18, 2019

This unsatisfactory ‘bundle’ makes it more difficult for marketers to create innovative emails that convert, engage, and entice brand loyalists, versus those only looking for holiday season deals. We hope you found a few that you can integrate into your 2019 holiday plan.

2019 60

2019 Webinar Brands Engagement 60

NICE inContact

MAY 8, 2019

But these days, digital technology innovations can make it increasingly more complex to serve your customers where and how they want to be served. The 2019 business wave of the NICE inContact Customer Experience (CX) Transformation Benchmark explores many of these questions at a global level. You won’t be disappointed!

Download 54

Download Contact Center 2019 Omnichannel 54

West Monroe

JUNE 19, 2019

The report provides insight into vendor size, functionality, geography, and vertical market focus. We have a pulse on emerging technologies and capabilities and can help companies continually innovate to meet business goals. Clients often tell us our people are what make West Monroe different, contact us to see for yourself.

2019 40

2019 Roadmap Consulting Financial 40

C3Centricity

DECEMBER 31, 2018

This is quite tough for a blog that has been running for almost eight years and highlights the quality of the content we share with you! If you believe that you could be getting better support on your customer understanding and insight development, then these ten ideas will take you a long way to doing this in 2019.

2018 83

2018 Brands Customer Journey Mapping 2019 83

Calabrio

JANUARY 2, 2020

In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product. If you’re already signed up for emails from Teleopti, there’s no need to re-subscribe to continue receiving valuable WFM and CX Intelligence insights. Seamless and consistent communications.

Brands 88

Brands White Paper Social Media Webinar 88

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

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

SurveySensum

FEBRUARY 29, 2024

To further explore this crucial topic, in this blog, we’ll be delving into employee satisfaction and its profound impact on your business’s success. Did you know according to a study published in the Academy of Management Journal , job satisfaction is positively correlated with individual and team innovation.?

Culture 52

Culture Customer Satisfaction Loyalty Reference 52

One Millimeter Mindset

DECEMBER 31, 2018

How will we carry these wins, forward, into every day and every month of 2019? Wishing you all a Happy, Healthy, Joyous, Innovative, Extraordinary and – most of all – Peaceful New Year. Discover your best Professional Wins during 2019! Subscribe to my blog. Never miss another insightful post.

2019 71

2019 Workshop Financial Innovation 71

Eptica

FEBRUARY 6, 2019

Date: Wednesday, February 6, 2019 Author: Pauline Ashenden - Marketing Manager Why focusing on CX is key at times of change. Published on: February 06, 2019. That means going beyond traditional Voice of the Customer (VoC) surveys, which only provide part of the picture and can take too long to deliver valuable insights.

2008 73

2008 White Paper 2019 Automotive 73

One Millimeter Mindset

MAY 23, 2019

Tomorrow, I deliver a breakout presentation at the 2019 IEEE Women in Engineering International Leadership Conference in Austin TX. I speak on how professional purpose is the key to professional innovation. Developing purpose-driven professional innovation starts by taking another solid look at those professional stories.

Workshop 70

Workshop Presentation Leadership 2019 70

Calabrio

JANUARY 2, 2020

In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product. If you’re already signed up for emails from Teleopti, there’s no need to re-subscribe to continue receiving valuable WFM and CX Intelligence insights. Seamless and consistent communications.

White Paper 76

White Paper Social Media Webinar 2020 76

Eptica

JULY 17, 2019

Date: Wednesday, July 17, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Empowering agility through AI-based Voice of the Customer programs. Published on: July 17, 2019. The rise of pop-up restaurants and the success of limited edition products that sell out quickly demonstrate this trend.

2019 58

2019 Social Media Retail Events 58

Gainsight

FEBRUARY 3, 2020

A lot happened to the Gainsight platform in 2019. So what have we been up to in 2019? Aside from publishing books and throwing the biggest conference in customer success , we’ve maintained a rapid pace of innovation in our product. Top 10 Gainsight CS Enhancements & New Features Released in 2019. Enablement Engine.

2020 52

2020 Customer Success 2019 Webinar 52

NICE inContact

AUGUST 13, 2019

The future of digital conversations is here — and innovations are enabling organizations to reach their customers like never before. With new innovations in omnichannel strategies, it’s possible to overcome traditional barriers to exceptional customer engagement and provide a complete digital experience.

Contact Center 54

Contact Center Customer Service Omnichannel Innovation 54

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. We believe these trends will occupy most brands’ efforts during 2019. I’ve blogged extensively about how partnerships are crucial to an effective loyalty program. You can read our blog on loyalty coalitions here.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

Oracle

NOVEMBER 30, 2020

Welcome back to Markies Monday, a weekly blog series designed to help you learn more about the 2020 Markie Awards categories, finalists, and winners. 2020 Upshot Award winner Insight Enterprises , a leading provider of computer hardware, software, and cloud solutions, is always at the forefront of digital innovation.

ROI 40

ROI 2019 B2B 2020 40

Gainsight

MARCH 1, 2024

As we stand at the cusp of technological advancements and evolving consumer expectations, it’s imperative to glean insights from those at the forefront of driving CS forward. In this blog, we asked four remarkable female leaders in CS about their predictions and foresight into the future of this pivotal field.

Customer Success 59

Customer Success Chief Customer Officer 2002 2014 59

ProProfs Chat

JULY 30, 2021

This blog covers every single detail about brand perception. Quality content in the form of in-depth blogs and comprehensive e-book sets you apart in the industry as thought leaders. Innovation makes you stand out from the crowd and creates an unique form of brand perception. What is Brand Perception? Image Source: Amazon. (c)

Brands 111

Brands Net Promoter Score Social Media E Commerce 111

NetBase

AUGUST 26, 2020

Let’s see how consumer and market intelligence reveals these instances, and a few brands that have been nimble enough to take advantage of key insight. This trendsetting company sees annual revenues of $280 billion and at the end of 2019, had a 20% asgr. Market research reveals trends around the topic of innovation.

Marketing 81

Marketing 2024 2030 2008 81

Bizagi

JANUARY 18, 2021

2020 saw more people using AI to unlock business insight and drive intelligence in automation and 2021 is sure to see more organizations take up the technology. In 2019, 49% of all enterprise applications had already been migrated to the cloud, and this trajectory looks set to continue. Gartner predicts. 2021 is the time to do it.

2021 67

2021 2020 2025 2024 67