BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. The company received a Bronze Stevie in 2017, a Silver Stevie in 2019, and another Silver Stevie in 2020.

2024 177

2024 Sales Customer Service Sports 177

CSM Magazine

NOVEMBER 19, 2018

Sabio’s Chief Innovation Officer, Stuart Dorman highlights what he sees as the 10 key CX technology trends that will shape successful customer experiences during 2019 and beyond. 10 Key CX Technology Trends for 2019. 10 Key CX Technology Trends for 2019.

2019 88

2019 Customer Experience Social Media Innovation 88

Kustomer

DECEMBER 20, 2019

The final days of 2019 are drawing to a close, and that means it’s time for Kustomer’s year-end wrap up. It has been an exciting year, with much growth and development not only for Kustomer, but for the customer service space as a whole. Here are some of the most memorable highlights: Top Customer Service Trends of 2019.

2019 93

2019 E-support Omnichannel Events 93

Oracle

DECEMBER 11, 2019

As 2019 draws to a close and a new year and a new decade are nearly upon us, we’re looking back at the year’s biggest AI innovations. Companies have applied artificial intelligence and machine learning to everything from enhancing the customer experience to revolutionizing medicine.

2019 52

2019 Innovation Financial Sports 52

Bizagi

OCTOBER 4, 2019

“To enable innovation and experimentation your organization must have agile technology implementations,” said Gustavo Gomez, Bizagi CEO. And vitally, provide engaging experiences for customers by identifying and leveraging contextual information to deliver more relevant information and offers.” added Gomez. Dynamic Rules Tracer.

Innovation 67

Innovation 2019 User Experience Connections 67

InMoment XI

DECEMBER 15, 2022

It’s no understatement that you—along with every other business for that matter—are operating completely differently than you did in 2019. It has also changed the way that your customers interact with you. Your customers are talking about your business across multiple different channels.

Social Media 529

Social Media Metrics Customer Journey 2019 529

TechSee

JUNE 25, 2019

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Customer-facing AI technologies.

Technology 122

Technology Customer Service Contact Center Call Center 122

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Oracle

SEPTEMBER 9, 2019

Oracle OpenWorld 2019 will take place September 16 – 19 in San Francisco, with over 2,000 unique sessions planned on topics including breakthrough innovation and technology. Your Opinion Matters: The Transformation of the Customer Service Experience. Improve Customer Experience with Logistics Digital Assistants.

2019 45

2019 Technology Entertainment Events 45

eglobalis

NOVEMBER 21, 2019

Customer Experience Best Books of 2019 -2020 Yearly List. The post Customer Experience Best Books of 2019 – 2020 Readings appeared first on Eglobalis.

Books 110

Books 2019 2020 Customer Experience 110

Oracle

JANUARY 15, 2019

The SmarterCX team is on location at NRF 2019: Retail’s Big Show in New York City this week getting an inside look at the latest in retail customer experience trends and technology. Here are some of the hottest trends, technology, and takeaways from NRF 2019. 4 key steps to stay ahead of the customer.

2019 100

2019 Retail Customer Experience Omnichannel 100

Oracle

DECEMBER 12, 2019

The business world’s relentless focus on customer experience (CX) continued around the globe in 2019, and CX experts and business leaders captured their experiences in thought-provoking customer experience quotes. “Customer experience and employee experience are now two of the driving forces of business.

2019 58

2019 Customer Experience Competitive Advantage Customer Care 58

TechSee

JUNE 11, 2019

For years, companies have battled to strike the right balance between customer service KPIs. For example, heavy emphasis on low AHT would often negatively impact customer satisfaction. Conversely, when trying to improve NPS, agents would often spend additional time building relationships with their customers, driving up call durations.

Technology 117

Technology Customer Service Contact Center NPS 117

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do).

2019 73

2019 Customer Success 2018 Chief Customer Officer 73

CSM Magazine

DECEMBER 18, 2018

As the year draws to an end, Philip Say, VP of Innovation Product Management at Sutherland Labs makes his CX predictions for 2019. Contextual awareness will redefine the customer experience. Chatbot and customer experience (CX) developers will face daunting design challenges.

2019 79

2019 Customer Experience Hospitality Hotels 79

ShepHyken

JANUARY 28, 2019

Each week I read a number of customer service and customer experience articles from various resources. What Do Customers Really Think Of Your Brand? Which-50) Every marketer has heard a horror story where a brand went viral for horrible customer experience with social media enhancing the frequency of those stories twofold.

2019 98

2019 Article Social Media Customer Service 98

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

Experience Investigators by 360Connext

JUNE 13, 2023

Do you have a Chief Customer Officer? Where this vital function should sit in their organizational structures is the lingering question of customer experience management. This reflects a dedicated commitment to the customer experience, and it can be a powerful statement to both customers and employees.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

ShepHyken

AUGUST 12, 2019

Each week I read a number of customer service and customer experience articles from various resources. Everyone Hates Customer Service. Wall Street Journal) Technology lets companies see how badly they can treat consumers, right up until the moment they bolt. Does everyone hate customer service? This Is Why.

2019 97

2019 Article Customer Service ROI 97

NetBase

NOVEMBER 19, 2018

Here are some social media marketing predictions for 2019, as heard from the experts at our recent NetBase LIVE conferences in New York and Los Angeles. Austin-based tinydrum calls it “Speaking Human” – and it’s the best approach to win over any audience heading into 2019. Which is the only way to roll if you want to get ahead in 2019.

Social Media 83

Social Media 2019 Marketing 2010 83

Strativity

MAY 10, 2023

In September 2022, Material acquired Srijan , a renowned global digital engineering firm, gaining Srijan’s long-standing relationship with Acquia as a preferred partner since 2019. We design + build customer-centric business models and experiences to create transformative relationships between businesses and the people they serve.

Technology 52

Technology Marketing 2022 2023 52

Calabrio

MAY 10, 2019

As consumers have become more informed and competition amongst companies fiercer, customer experience (CX) has emerged as a key point of competitive differentiation and the contact centre as an essential part of the experience. Here are my recommendations for must-see sessions: The Basics of Customer Experience.

2019 40

2019 Technology Insights Customer Experience 40

ShepHyken

APRIL 22, 2019

Each week I read a number of customer service and customer experience articles from various resources. Why Anxious Customers Prefer Human Customer Service by Michelle A. HBR) It is clear that these technologies are less expensive to offer than human support. Here are my top five picks from last week.

Article 77

Article 2019 Customer Service Competitive Advantage 77

BlueOcean

FEBRUARY 25, 2019

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie Award ® in the “Customer Service Team of the Year – Recovery Situation” category in the 13th annual Stevie Awards for Customer Service. Our Pro Ops team members are true all-stars to Blue Ocean, to our client, and to our client’s customer.

2019 136

2019 Customer Service Contact Center Insurance 136

TechSee

DECEMBER 31, 2019

Companies now know that customer experience is the key competitive differentiator. Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. As 2019 comes to a close, they must better prepare for the new decade and beyond.

2020 136

2020 Customer Service Contact Center Social Media 136

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do).

2019 49

2019 Customer Success 2018 Chief Customer Officer 49

Oracle

MAY 7, 2019

Online shopping may be top-of-mind when we think about customer experience, but perhaps equally ubiquitous and relatable is the field service experience. Gartner defines field service management (FSM) as “a discrete market within the broader customer service and support software market. Gartner Leaders Quadrant Description.

2019 75

2019 Management Competitive Advantage Reference 75

Oracle

JANUARY 18, 2019

Each year, the Consumer Electronics Show (CES) in Las Vegas offers a preview of the retail trends, emerging technologies, and latest products shaping the broader retail landscape. At this year’s CES, a number of companies announced exciting innovations that have the potential to further reshape the way we shop.

2019 78

2019 Retail Events Innovation 78

ShepHyken

NOVEMBER 11, 2019

Each week I read a number of customer service and customer experience articles from various resources. 3 Ways Store Layout Decisions Impact on Customer Experience by Oisin Ryan. ServiceDock) The following covers three of the most common and obviously non-customer-centric strategies that retailers use.

Article 89

Article 2019 Customer Service Customer Centricity 89

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. Copyright © 2019 Oracle. All rights reserved.

Demo 84

Demo Automotive Innovation 2018 84

Oracle

FEBRUARY 21, 2019

On March 20, 2019 at Oracle Modern Customer Experience in Las Vegas, the 13 th annual Markie Awards ceremony will take place, where winners in 14 categories of marketing and customer experience excellence will be announced. Ready to register for Oracle Modern Customer Experience 2019? HCL Technologies.

2019 75

2019 ROI Hotels Financial 75

Oracle

APRIL 30, 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 11th video on the Smarter Demos series, we take a look at some of the latest in omnichannel retail technology. Watch our interview and read the transcript below.

Demo 69

Demo 2019 Retail Omnichannel 69

Oracle

JULY 25, 2019

Oracle OpenWorld 2019 will take place September 16-19 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. Create and Reward Your Best Customers with Commerce and Loyalty. Ready to register for Oracle OpenWorld today?

2019 60

2019 Omnichannel Innovation Retail 60

Kitewheel

JANUARY 4, 2019

We’ve seen a massive transformation in our business, particularly with how we support our customers. This transformation has given us a clearer picture of the path customer journeys will take in 2019 and how we can best support the changing landscape. 2018 was a fascinating year for customer journeys all around the world.

Customer Journey 45

Customer Journey 2019 2018 Customers 45

Talkdesk

JANUARY 22, 2020

Emerging companies are building their businesses by not only using AI, but with AI at the business core, transforming this technological field from wishful thinking into a rapidly-growing industry. Over the years, innovators have filed applications for nearly 340,000 AI-related inventions, with half of them having been published since 2013.

Innovation 57

Innovation Contact Center 2013 2019 57

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. This conference was as much about people as it was about technology! DataScience. Transformation.

2019 66

2019 Leadership Culture Customer Centricity 66

Oracle

MAY 9, 2019

From April 17 th – 20 th , cross-industry service, support, and customer success leaders came together to discuss best practices in offering world-class customer service and customer experiences. Here’s a closer look at some of the biggest insights from the Field Service USA 2019 event.

2019 56

2019 Insights E-support Events 56