BlueOcean

JANUARY 21, 2020

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Customer Service Success – Technology Industries” category in the 14 th annual Stevie® Awards for Sales & Customer Service. Our consumer cyber security team is a perfect example. About The Stevie Awards.

2020 156

2020 Customer Service Insurance 2017 156

Fox Metrics

JUNE 25, 2020

New technologies, strategies, and trends are being introduced now and again to allow companies to meet the evolving interests and behavior of consumers. Marketing trends in 2020 call for a radical approach with fresh concepts. Marketing trends in 2020 call for a radical approach with fresh concepts. Voice Search.

2020 111

2020 Marketing Social Media Advertising 111

SurveyGizmo

JUNE 9, 2020

Welcome to the June 2020 edition of the SurveyGizmo Monthly Insider newsletter. A recently published profile of SurveyGizmo by IDC, a leading technology analyst firm, highlights how our platform addresses the “pain points brands face in gathering, analyzing, and operationalizing customer engagement data.” Is this information valuable?

2020 80

2020 Roadmap Sales Consumers 80

TechSee

OCTOBER 2, 2018

Field tech support has already begun merging the digital and physical worlds by utilizing immersive technologies – such as augmented reality (AR), mixed reality (MR) or virtual reality (VR) – to manipulate real-life objects. Technical Support in the age of Digital Twins. Here are some sample use cases: Predictive analytics and maintenance.

Technology 176

Technology 2020 Innovation Consumers 176

CSM Magazine

DECEMBER 5, 2019

Philip Say, VP of Innovation Product Management, Sutherland Labs shares his CX Predictions for 2020. With 5G kicking into full gear, its greater processing speed is creating new consumer expectations across a variety of industries in terms of demand for fast service. AI unlocks intelligent experiences in customer support.

2020 91

2020 Customer Experience Omnichannel User Experience 91

Interactions

NOVEMBER 19, 2020

COVID-19 has changed consumer behavior dramatically. More so than ever, consumers prefer shopping from the comfort, and most importantly safety of their own home. Per Google’s 2020 Retail guide , more than a third of U.S. consumers who normally shop in store for Black Friday say they won’t this year. And half of U.S.

2020 62

2020 E Commerce Travel Retail 62

Talkdesk

DECEMBER 30, 2020

As we transition to a new year, it’s time to reflect and be grateful for everything Talkdesk achieved in 2020: launching 20 products in the first 20 weeks of 2020, announcing the successful closing of our Series C funding of $143 million, and being recognized again as a Leader by Gartner. Cheers to a much better year ahead!

2021 83

2021 2020 Innovation Contact Center 83

TechSee

APRIL 3, 2018

With Accenture reporting that 77% of consumers are no longer loyal to any particular brand, companies must work harder than ever to retain their customer base. Considering churn is closely linked to customer satisfaction, companies are attempting to transform their customer experience to meet consumers’ high expectations.

Customer Retention 141

Customer Retention Technology Multi-Channel Customer Satisfaction 141

ProProfs Chat

JANUARY 30, 2020

Customer Engagement Statistics 2020 Explained. Consumer Engagement & Experience. In the category of online entertainment, Netflix was the leading brand with a ranking of 89 percent in terms of how the brand met consumer expectations versus the consumer-generated, category-specific ideal. Source: Statista ) Tweet this.

Customer Engagement 136

Customer Engagement 2020 Engagement Social Media 136

Oracle

JULY 29, 2020

Now that we’re halfway through 2020, we took a look back on our top 5 articles from SmarterCX.com over the past few months. In case you missed these hot topics that captivated our readers, here’s another look at select tips, insights, and trends into the customer experience, employee engagement, and technology.

2020 71

2020 Article Definition Loyalty 71

Kustomer

OCTOBER 2, 2020

In fact, according to our own research , 79% of consumers say customer service is extremely important when deciding where to shop, so delivering on consumer expectations has never been more important. It’s not just about delivering on consumer expectations ?— it’s about exceeding their anticipated desires to drive loyalty.

Consumers 80

Consumers Retail E-support Competitive Advantage 80

Oracle

NOVEMBER 5, 2019

What retail innovations are on the horizon for 2020? To get a beat on the market, we’re rounding up some of the key themes from the key retail conferences of 2020 to look ahead at what forces are likely to be shaping retail in the months ahead. At Future Stores 2020, helping brands strike that balance is a major focus.

Retail 76

Retail 2020 Innovation Entertainment 76

2020 Research

SEPTEMBER 22, 2022

Market research technology falls under the umbrella of marketing technology (MarTech). Enterprises can use research technology to collect consumer data, then turn that data into actionable insights. How Market Research Technology Cultivates Consumer Trust . The Importance of Consumer Trust .

Technology 52

Technology Marketing Consumers Social Media 52

Oracle

MARCH 3, 2020

From brick-and-mortar making a comeback to more robot (and human) interaction, retail professionals at NRF 2020 shared their thoughts on 10 retail trends and technologies that are topping the charts this year. See what they think will be hot in retail in 2020. The hot retail trend of 2020 is that brick and mortar still matters.

Retail 65

Retail 2020 Omnichannel Consulting 65

Kustomer

FEBRUARY 5, 2021

2020 likely changed the CX industry for good, and there may be nothing more ill-advised than to ignore the lessons learned during the past year. An increase in inquiries was not the only challenge that CX organizations faced during the 2020 holiday season. Perhaps this means that more busy work can be delegated to technology.

2020 98

2020 E Commerce E-support Retail 98

UJET

NOVEMBER 18, 2019

As consumers have begun embracing a more mobile-focused view of communication, other channels have gained in popularity, specifically messaging. In 2020, we will see messaging (SMS and Chat) overtake voice as the most popular support channel, especially on omnichannel platforms that can channel steer between various curated paths.

2020 78

2020 Contact Center 2019 Omnichannel 78

Kitewheel

DECEMBER 18, 2019

Despite this, only 10% of consumers believe their customer experience expectations are being met. To help you meet customer expectations in the new year, we’re sharing these three important changes coming to the customer journey space in 2020. . The Importance of the Human Touch Will Expand Even as AI Technology Grows.

Customer Journey 52

Customer Journey 2020 Measurement Metrics 52

Maru Group

DECEMBER 15, 2020

That’s why we’re pleased to continue our Reinventing the Holidays series focusing on the central question of what does the 2020 holiday season hold for consumers and brands alike? The consensus around Christmas, this year and every year, is that consumers feel conflicted about the commercialism of the holiday.

2020 98

2020 Travel 2021 Retail 98

Oracle

JANUARY 31, 2020

This is a preview of the ebook, “20 Cartoons that Perfectly Illustrate the Customer of 2020.”. As companies take a greater focus on the customer experience, it’s important to understand who the 2020 customer really is. Here are 3 cartoons that define the 2020 customer and beyond. Unrealistic expectations. The lesson here?

2020 104

2020 Customer Experience Customers Consumers 104

Magellan Solutions

SEPTEMBER 9, 2020

Over the years, technological advancements have innovated business communication. This support channel started as an alternative to email and phone call, but as time passes by, live chat statistics 2020 shows that it is one of the preferred communication channels of customers today. Key Live Chat Statistics 2020 .

2020 52

2020 Insights B2C E-support 52

Oracle

JANUARY 22, 2020

Each year, the Consumer Electronics Show (CES) in Las Vegas offers a preview of the emerging technology, new customer service innovations, and trends shaping the business and consumer landscapes. Here are 5 trends we’re tracking from CES 2020. — Quibi (@Quibi) January 8, 2020. Coming mid-2020.

2020 54

2020 Retail Entertainment Innovation 54

TechSee

JUNE 25, 2019

of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. As the technology matures, many companies will inevitably look for holistic AI solutions that unify customer and operational data to achieve the most valuable and actionable insights.

Technology 122

Technology Customer Service Contact Center Call Center 122

C3Centricity

MAY 25, 2020

Do you believe that using technology to understand customers is the only way today? In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! Consumers are adapting their behaviours to the trading of their personal information. Is this your case? So what should you do?

Technology 77

Technology Information Consumers Retail 77

PK

APRIL 16, 2020

Technology-driven solutions have transformed banking and finance over the past few years. Post-recession demand from consumers for greater transparency, mobility and digital connectivity has driven advancements, but risk management, compliance and cost optimization remain top concerns for today’s banks. About the author.

Financial 52

Financial Consumers Banking Virtual Agent 52

Fox Metrics

JUNE 25, 2020

New technologies, strategies, and trends are being introduced now and again to allow companies to meet the evolving interests and behavior of consumers. Marketing trends in 2020 call for a radical approach with fresh concepts. Marketing trends in 2020 call for a radical approach with fresh concepts. Voice Search.

2020 64

2020 Marketing Social Media Advertising 64

ShepHyken

MARCH 9, 2020

According to Gartner, the average person will have more conversations with bots than their spouse by 2020. My Comment: In 2017 Gartner predicted that by 2020 the average person will have more conversations with bots than their spouse. Top 20 Customer Experience Podcasts You Must Follow in 2020 by Anuj Agarwal, Feedspot.

2020 124

2020 Article Customer Service Books 124

Think Customers

JANUARY 20, 2020

At National Retail Federation (NRF) “Big Show” conference in New York City, business leaders defined what will make for exceptional customer experiences in 2020. While some retailers are using automation and AI to reduce human input, other retailers are using technology to enable and enhance human connections. New decade, new retail.

Retail 81

Retail 2020 Technology Connections 81

2020 Research

AUGUST 26, 2022

The Looming Economic Storm: How Consumer Banks Will Survive This Recession. Should Consumer Banks Shift Their Perspective When Addressing Internal Challenges? Should Consumer Banks Shift Their Perspective When Addressing Internal Challenges? . People and technology are not aligned, leading to friction.

Banking 52

Banking Consumers 2022 Loyalty 52

ShepHyken

DECEMBER 7, 2020

Titled “The NOW of Work,” the ebook focuses on what’s new in technology, employee communication and motivation, and more. The CX Insights) Seven emerging trends in retailing will frame reactions for both the shorter and longer-term, induce resilience, and prepare consumers to thrive in the days after coronavirus.

Article 146

Article 2020 Customer Service Loyalty Programs 146

Oracle

DECEMBER 31, 2019

The CX industry continues to evolve, and with it the customer expectations, available technologies, and business processes surrounding it. Here are 5 predictions for how customer experience interactions will shape up for 2020. How will these changes affect your day-to-day customer experience throughout the upcoming year?

2020 90

2020 Interaction Technology Communication 90

Ecrion

JANUARY 28, 2020

As consumers adopt new technologies, their demands are increasing. In 2020, a growing number of companies will use this technology to empower customer service agents. More than half of buyers believe that using this technology can increase interaction success and speed. AI Is Shaping Customer Service.

Communication 71

Communication 2020 Fashion Customers 71

2020 Research

APRIL 28, 2023

Sago’s Commitment to Driving Product and Technology Innovation Takes Leap Forward with Leadership Appointments Iselin, NJ—April 26, 2023 – Sago (formerly Schlesinger Group), a leading provider of adaptive, tech-enabled research solutions and platforms, announced two key leadership appointments to further its digital transformation.

Leadership 52

Leadership Technology 2023 Innovation 52

ShepHyken

SEPTEMBER 7, 2020

This article set’s up the premise and offers up ideas such as making processes more customer-centric, using technology and more. New Global Mood Media Study Reveals Two-Thirds (67%) of Consumers Have Returned to Non-Essential Shopping In-Store by MTS Staff Writer. by Steve Williamson. There is a lot of information to take in.

Article 92

Article 2020 Customer Service Customer Retention 92

Strativity

DECEMBER 12, 2019

That’s why we’re highlighting the five customer experience trends to plan around for 2020 — so you can stay ahead of the curve and deliver a winning CX that keeps your customers coming back. Read on to learn about rising technology, shifting expectations, and doubling down on the human side of business, for customers and employees alike.

2020 64

2020 Customer Experience Customers Interaction 64

Ecrion

MARCH 17, 2020

96% of consumers say that customer service plays an important role in their choice of loyalty to brands. The ultimate challenge for businesses in this modern age is making technology work for you without removing the human elements that make a superior customer experience. Competition is tough in just about every market these days.

2020 77

2020 Customer Experience Social Media Loyalty 77

Oracle

MARCH 16, 2020

66% of organizations use at least one emerging technology, including AI, VR, AR, and IoT, according to a recent survey. The same survey reports that those that use these technologies are noticing improved customer experience performance and higher customer satisfaction. But what do these technologies look like in real life?

2020 60

2020 Retail Innovation Net Promoter Score 60

ShepHyken

SEPTEMBER 28, 2020

CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. MarketingWeek) At our exclusive roundtable featuring members of 2020’s CX50, the consensus was that taking care of employees has helped take care of customers in this time of crisis. Here are my top five picks from last week.

Article 75

Article 2020 Customer Service Culture 75