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

TechSee

JANUARY 2, 2019

If you’re in the Smart Home or Smart City business, CES 2019 is a must visit. CES 2019 Smart Home Sessions Not to be Missed. Tunable white lighting, indoor air quality sensors, sleep-related technologies, sounds, smells, visuals—these all can have a dramatic impact on wellness, productivity, memory and more. Tuesday, January 8.

2019 174

2019 Innovation Entertainment Events 174

ChurnZero

MAY 10, 2019

Top 10 Customer Success Takeaways from TSW 2019. Earlier this week we had the opportunity to attend and sponsor the TSIA Technology & Services World (TSW) conference in sunny San Diego. This event brought together thousands of technology leaders from Customer Success, Services, Sales, Product and Marketing.

2019 74

2019 Customer Success Technology Competitive Advantage 74

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Published on: December 11, 2019. And what better way of doing this than exploring the 2019-20 Contact Babel UK Contact Centre Decision-Makers’ Guide , sponsored by Enghouse Interactive.

2019 75

2019 Customer Service Social Media NPS 75

TechSee

FEBRUARY 19, 2019

As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. This year’s theme, “Intelligent Connectivity,” focuses on highly contextualized and personalized experiences , delivered when and where customers want them. MWC Barcelona 2019 Self-Service Sessions not to be missed. In a nutshell.

2019 95

2019 Innovation Telecommunications Events 95

NICE inContact

NOVEMBER 6, 2018

Interactions 2019 welcomes actor, investor, entrepreneur and philanthropist, Ashton Kutcher, as keynote speaker! Ashton’s career has spanned over many years with well-known projects on screen and film, but his passion in technology, entrepreneurship and investing that has brought him notable recognition.

2019 48

2019 Interaction Innovation Blog 48

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

Oracle

APRIL 1, 2019

Today, the omnichannel customer experience (CX) is quickly evolving into the core brand CX. Brands designing and delivering their omnichannel customer experience have more opportunities to get their CX right. In 2019, there’s a fundamental shift in the way brands think about omnichannel, as every part of the CX becomes crucial.

Omnichannel 108

Omnichannel 2019 Customer Experience Touchpoint 108

Oracle

FEBRUARY 5, 2019

Customer experience (CX) is having a moment. More attention and more resources are flowing as organizations realize that CX just may be the centerpiece of their master plan for customer acquisition AND customer retention (not to mention employee satisfaction). What CX Leaders LOVE in 2019. Don’t miss it!

2019 92

2019 Customer Experience Leadership Webinar 92

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

Answer Dash

FEBRUARY 20, 2019

(This article was originally published at IT-Online - The daily IT news publisher) Emerging digital trends are top of mind for customer service and support leaders in 2019, according to a recent survey by Gartner.

2019 78

2019 Customer Service Leadership Technology 78

Eptica

DECEMBER 5, 2018

Date: Wednesday, December 5, 2018 Author: Olivier Njamfa - CEO & Co-Founder The importance of trust to customer experience in 2019. Author: Olivier Njamfa - CEO & Co-Founder The balance of power between brands and consumers is shifting, with customers now wielding greater influence and control.

2019 77

2019 Customer Experience 2018 Consumers 77

Maru Group

JANUARY 8, 2019

And all at a time when retailing is in a midst of a massive transformation as brands attempt to stay ahead of changing customer needs. Customer Experience has never been so important. The customer journey doesn’t stop when a shopper hits ‘purchase’. Digital success will be driven by a seamless on- and offline experience.

2019 56

2019 Customer Experience Retail 2018 56

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

Oracle

MARCH 12, 2019

Shoptalk describes itself as an event “where the entire retail ecosystem comes together to create the future of retail based on the latest trends, technologies and business models, including changes in consumer expectations.” Do customers even look at brands? Here are some of the show’s biggest takeaways.

2019 86

2019 Retail Insights Events 86

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 97

2019 Article Social Media Customer Service 97

Oracle

MARCH 21, 2019

This week at Oracle Modern Customer Experience 2019 in Las Vegas, customer experience leaders from around the globe and across industries are gathering to glean the latest in CX technologies and trends, and share success stories, tactics, and insights for improving customer experience in the coming year and beyond.

2019 67

2019 Customer Experience Contact Center Events 67

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 96

2019 Article Customer Service ROI 96

Oracle

OCTOBER 2, 2019

in 2019 to $3.535 trillion, and by 2023, the industry is expected to be worth US$6.54 One thing retailers can do to stand out from the competition is to improve their online customer experience (CX) using new technologies that improve the online shopping experience. trillion gross merchandise value (GMV) worldwide.

Technology 87

Technology Social Media Fashion Retail 87

Eptica

APRIL 12, 2019

Date: Friday, April 12, 2019 Author: Pauline Ashenden - Marketing Manager Analyzing CX sentiment in 2019. Published on: April 12, 2019. From the conversations we had on the Eptica stand and presentations attended, I’d draw four key conclusions on the state of UK customer service.

2019 76

2019 Fashion Customer Satisfaction Presentation 76

ShepHyken

JANUARY 14, 2019

Each week I read a number of customer service and customer experience articles from various resources. Ten top tips for building a customer-driven company in 2019 by cp2experience. My Comment: Here’s a list of ten strong tips to help you and your organization become more customer focused. Of course you are.

2019 93

2019 Article Customer Journey Mapping Customer Service 93

Oracle

FEBRUARY 12, 2019

Oracle Modern Customer Experience 2019 will take place March 19-21 at the Mandalay Bay Convention Center in Las Vegas, with 100+ planned sessions focusing on the hottest topics in customer experience. Over 10 of these sessions will focus specifically on cross-cx trends and technologies. How to Be a Storytelling Marketer.

2019 71

2019 Customer Experience Events Sales 71

ShepHyken

FEBRUARY 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. 3 Customer Loyalty Trends for 2019 by SmarterCX Team. Retail Customer Experience) With nearly 3.8

2019 60

2019 Article Customer Service 2018 60

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

Oracle

MARCH 4, 2019

The digital customer experience evolves rapidly. Smart CX strategies focus on not simply implementing new ideas for a quality experience, but also improving upon how customers currently interact with the overall digital presence. Here are 4 tips for improving the digital customer experience in 2019.

2019 110

2019 Customer Experience Feedback Customer Journey 110

ShepHyken

MAY 27, 2019

Each week I read a number of customer service and customer experience articles from various resources. Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. CustomerThink) The widespread adoption of mobile has changed the way consumers interact with and perceive the world.

Article 104

Article 2019 Customer Journey Mapping Customer Service 104

ShepHyken

FEBRUARY 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. 3 Lessons From a Customer Service Failure by Jill Schiefelbein. Every interaction is a chance for your employees to communicate the experience that your brand provides. Here are my top five picks from last week.

2019 87

2019 Article Customer Service Guest Experience 87

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

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

ShepHyken

MARCH 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. My Comment: Consistent accolades about a company’s customer service and experience don’t happen by accident. And, that’s what this article is about.

2019 86

2019 Article Net Promoter Score Customer Service 86

Lumoa

SEPTEMBER 30, 2022

By now, the importance of delivering a superb customer experience in banking is crystal clear. It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. Plus, their customers are also two times more likely to try new products or services. .

Banking 94

Banking 2023 Customer Experience Financial 94

Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. Ian Golding’s guest post focused on the vital importance of trust in delivering effective customer experience. As customers become more demanding, can self-service really help?

2019 65

2019 Blog 2020 Leadership 65

Oracle

APRIL 19, 2018

Looking for customer experience conference and events information for 2018 and 2019? Customer Contact East: A Frost & Sullivan Executive MindXchange. Oracle Modern Customer Experience. MarTech West – The Marketing Technology Conference. Technology Services World San Diego. The Customer Service Summit.

Events 60

Events 2018 2019 Customer Experience 60

Eptica

OCTOBER 9, 2019

Date: Wednesday, October 9, 2019 Author: Pauline Ashenden - Marketing Manager National Customer Service Week 2019: The 3 key factors behind successful customer service. Published on: October 09, 2019. In the United Kingdom, there are daily themes, each emphasizing different aspects of customer service.

2019 60

2019 Customer Service Contact Center Customer Centricity 60

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

CSM Practice

FEBRUARY 4, 2022

It is no secret that technology is changing almost every aspect of our lives, from travel, to our health, to how we experience things. The Customer Success industry is changing because of computer science trends like AI, machine learning , and augmented reality. Now it is influencing the way we communicate with companies.

Customer Success 52

Customer Success Technology Social Media Advertising 52