Horizon CX

JULY 15, 2019

It would be safe to say that advances in technology in and around learning have facilitated a lot more capability for successful online learning. My learning here was both interactive and memorable—two key learning elements. Now let’s take this to the current state of learning around the Customer Experience discipline.

Course 113

Course Training Entertainment Exercises 113

Team Support

SEPTEMBER 16, 2020

For many technology companies 70% or more of total revenue comes from existing customers. Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. We conclude this series with customer support versus customer success.

B2B 89

B2B Effort Score Knowledge Base Customer Retention 89

Totango

MAY 27, 2022

The PLG model had been introduced to the video conferencing space years earlier in 2004 by future Zoom competitor GoToMeeting, which used a freemium offer to introduce users to its product. What Kind of Technology Stack Do You Need for a Product-led Growth Strategy? A recent example is the video conferencing app, Zoom.

Customer Retention 123

Customer Retention Sales Software Strategy 123

Kustomer

NOVEMBER 1, 2021

Since formally hitting the scene in 2004, the podcast space has become an exciting resource and touchstone for business information and trends. Considered a converged medium as well as disruptive technology, the podcast unites the internet with traditional radio broadcasting. The Power of the Podcast.

Customer Service 90

Customer Service Entertainment Trends Social Media 90

Team Support

JANUARY 12, 2021

Nearly a third (30% to be exact) of technology companies have come to market with, or moved exclusively to, a subscription licensing model. Support organizations must prepare to scale to meet growing demand as they are increasingly called upon to participate in success-related activities. The Subscription Effect.

B2B 86

B2B Knowledge Base Report Resources 86

Team Support

SEPTEMBER 14, 2020

Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. About ServiceXRG Service Excellence Research Group (ServiceXRG) helps companies retain customers, expand revenue, and achieve cost efficiencies through service excellence.

B2B 81

B2B Customer Retention Training Resources 81

Team Support

JANUARY 20, 2021

Technology tools such as TeamSupport’s proprietary Customer Distress Index ® (CDI) make it easy. It is imperative that Support must go beyond simply meeting demand and go further to deliver enhanced customer value.

B2B 81

B2B Exceptional Customer Service Omni-Channel Report 81

Beyond Philosophy

APRIL 2, 2020

The longer people play around with your technology, the more customers feel like it’s theirs—and the more painful it would be for them to give it up. I wrote a book in 2004, Revolutionize Your Customer Experience , that showed the four customer-centricity orientations that organizations have, which range from Naïve to Natural.

Retail 159

Retail Training Brands Examples 159

Michelli Experience

JULY 17, 2018

A chain of 9,000 stores in 2004 has been reduced to a brand with three brick and mortar locations. How do we position our businesses to be less vulnerable to technologies that will make our products or services irrelevant? I am really not sure why I want to take a picture in front of the Blockbuster in Bend. Papa John’s Pizza.

Customer Experience 70

Customer Experience Infographics Video Social Media 70

Clarivate

MARCH 8, 2022

In 2004, way before the greenhouse effect became a major focus and the concept of the circular economy emerged, Chang published the world’s first research paper on a zero-carbon emission biomass energy production system that uses microalgae as a carbon sink. Today, we speak with National Cheng Kung University (NCKU) in Taiwan.

Government 98

Government Innovation Hospitality Policies 98

AWS Machine Learning

NOVEMBER 1, 2024

With the advancement of available technologies, decentralized clinical trials have become a widely popular topic of discussion and offer a more sustainable approach. The CRASH trial was a clinical trial conducted from 1999–2004 and recruited patients from 49 countries in the span of 5 years.

Travel 119

Travel Study Metrics Data 119

ShepHyken

JULY 28, 2017

It’s important to stay up to date on new technology and trends in order to keep your customers and attract new ones. . Back in 2004, Blockbuster had 60,000 employees, 9,000 stores and appeared invincible. Was this a typical Friday event for you and your family?

Retail 83

Retail Social Media Travel Consumers 83

Optimove

AUGUST 4, 2021

and this is where we say that, actually, scaling segmentation isn’t such a headache, if you got the right technology, ahem ahem). In his 2004 famous Ted Talk, Choice, Happiness and Spaghetti Sauce , Malcolm Gladwell talked about cluster analysis in marketing and helped to popularize the notion that marketing SHOULD be personalized.

Groups 98

Groups CRM Ecommerce Comparison 98

Optimove

AUGUST 15, 2019

But recently, one conversation stood out to me: an Optimove user from the travel industry explained how customers experience higher degrees of anxiety as a result of the overwhelming technological options in today’s digital booking world. Today’s technology, however, can prevent these types of overwhelm.

Travel 65

Travel Study Technology Marketing 65

LoyaltyPlus

MAY 30, 2018

The success of LoyaltyPlus is a result of its strong architecture, a technology blueprint that encompasses financial accounting, operational management, call centre infrastructure and lifestyle partners, among other key considerations. AgriBonus became fully self-sustainable in 2002 and generated an annual profit from 2004.

CRM 72

CRM Software Government Loyalty 72

Magellan Solutions

AUGUST 31, 2022

Due to the exponential rise of information technology (IT) over the past ten years, it is now necessary to offer IT goods and services using ever-cheaper methods. In 2004, J.P. in 2004, the bank decided to dissolve the agreement. EDS reported a $153 million loss at the end of the third quarter of 2004. CASE STUDY.

Examples 75

Examples Case Study How To Banking 75

Provide Support

MARCH 20, 2018

Although AI is yet to take over our lives in a formidable way, as projected in 2004 blockbuster movie- I, Robot , the technology is certainly pervasive. A decade ago, our familiarity of AI was only restricted to the silver screen. But today, the scenario has changed completely.

Customer Experience 53

Customer Experience Insurance Chatbots Customers 53

Team Support

SEPTEMBER 8, 2020

Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. About ServiceXRG Service Excellence Research Group (ServiceXRG) helps companies retain customers, expand revenue, and achieve cost efficiencies through service excellence.

B2B 64

B2B Effort Score Customer Expectations Customers 64

ShepHyken

JANUARY 31, 2020

Businesses must keep their eyes on the sky and their ears to the ground when it comes to this world’s rapidly changing trends, themes, and pulse, but must never neglect the lifestyles, attitudes, technological aptitude, and the overall customer service expectations of their clients according to generational differences.

Customer Service 90

Customer Service Social Media Entertainment Guidelines 90

CSM Magazine

SEPTEMBER 29, 2022

Lucia in 2004, KM 2 Solutions has seen consistent and exponential growth across the Caribbean and Latin America. KM 2 Solutions provides these services to clients in financial services, multi-unit healthcare, insurance services, travel & hospitality, eCommerce, technology & telecommunications, home services, and other sectors.

Contact Center 59

Contact Center Telecommunications Ecommerce Hospitality 59

AWS Machine Learning

JUNE 13, 2023

Founded in 2004, BrainPad Inc. In addition to traditional keyword searches such as “technology trends,” natural language searches such as “I want information on new technology initiatives” can greatly enhance the user experience. This is a guest post by Dr. Naoki Okada, Lead Data Scientist at BrainPad Inc.

Chatbots 105

Chatbots User Experience System Study 105

ShepHyken

JANUARY 31, 2020

Businesses must keep their eyes on the sky and their ears to the ground when it comes to this world’s rapidly changing trends, themes, and pulse, but must never neglect the lifestyles, attitudes, technological aptitude, and the overall customer service expectations of their clients according to generational differences.

Customer Service 82

Customer Service Social Media Entertainment Guidelines 82

Team Support

NOVEMBER 10, 2020

Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. About ServiceXRG Service Excellence Research Group (ServiceXRG) helps companies retain customers, expand revenue, and achieve cost efficiencies through service excellence.

B2B 59

B2B Sales Customers Customer Success 59

Avaya

JANUARY 26, 2018

This EU legislation serves as a much-needed upgrade from the original MiFID, enacted in 2004, and addresses key issues that resulted from the 2008 global financial crisis. Under the 2004 MiFID directive, there was no mandatory requirement to record communications involving client orders. Recording Regulations: Raising the Bar.

Financial 51

Financial Contact Center Call Recording Communication 51

CX University

JANUARY 30, 2018

Our competitors are able to deliver greater levels of efficiency and effectiveness through digital technologies. But is technology the cause for disruption, or is it a mere catalyst? I will support the latter claim, that technology does not cause the incredible success of disruptors but only enables success.

Customer Experience 61

Customer Experience Effort Score Customer Satisfaction Banking 61

Interactions

OCTOBER 17, 2019

“When Interactions started out in 2004, a streamlined customer experience certainly wasn’t considered the business necessity that it is today. 15 years ago, the impact that technology has on customer care could not have been predicted. Working in today’s most innovative technology space, AI, the focus is always on the future.

Interaction 48

Interaction Customer Care Innovation Study 48

Esteban Kolsky

APRIL 13, 2015

I will gladly contribute to the first one – because i’ve been saying this for far longer than i remember: Michael Maoz (of Gartner fame and a good friend and former colleague while I was there ) and I talked about this in 2002-2004 and then had to give it up since no one cared. Still, no one cared.

CRM 60

CRM Training Marketing Technology 60

Team Support

JANUARY 26, 2021

Since 2004, ServiceXRG has guided the world’s leading technology companies in their strategic efforts to retain customers, grow recurring revenue, and achieve cost efficiencies through the delivery of high-quality Technical Support and Customer Success services.

B2B 64

B2B e-support Knowledge Base Resources 64

Clicktools

JANUARY 6, 2017

Your customers born between 1982 and 2004 is now about 25% of the total population. Invest in CX technology. Practice these tips and you’ll be ahead of the game, right out of the gate. Mind the millennials. Keep your eye on this demographic. They don’t tolerate slow responses and think only their grandparents use email.

Tips 58

Tips Customer Journeys Multi-Channel Gamification 58

CSM Magazine

NOVEMBER 26, 2020

Localz , leading experts in digital customer engagement, location, and communications technology announced today the closing of a £2 million venture round of funding led by London-based investment manager Triple Point. Its focus is making the day of service awesome with solutions for order collection, service delivery, and product delivery.

Retail 52

Retail Customer Centricity Communication Customer Engagement 52

Magellan Solutions

OCTOBER 22, 2017

” Christopher Foley, CEO and founder of the global medical transcription and technology services company Clinical Documentation Integrity LLC agrees with Waivers, stating that “most transcription companies are well suited and highly capable of producing high-quality and timely work even with the most demanding requirements.”

Data 56

Data Policies Strategy Technology 56

CSM Magazine

JANUARY 22, 2020

With an open, ecosystem model supported by APIs, end user customers can take a fully flexible, customizable approach to using new services that evolve with technology and business needs. Founded in 2004, Denver, CO-based Teliax is a global leader in innovative voice connectivity and communications platforms. ” About QuandaGo.

Self Service 52

Self Service Contact Center Chatbots Omni-Channel 52

Talkdesk

OCTOBER 16, 2019

In 2004, the founders envisioned a company that listened carefully to customers and empowered them with technology to achieve their goals faster and more effectively. Today, Cherwell® Service Management software enables IT departments to easily automate routine tasks, enhance response times and free up valuable time.

Customer Service 44

Customer Service Contact Center Metrics Software 44

Horizon CX

DECEMBER 31, 2018

Technologies applied to CX have rapidly accelerated and many of them are becoming more accessible due to lower barriers of entry. Part of this comes from the fact that the discipline is still new to many organizations (and individuals) and is still being discovered by some to differentiate and advance the business.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

Forrester's Customer Insights

FEBRUARY 18, 2020

In late 2004 my team had completed […]. At the time I was working for the Queensland Department of Transports and Main Roads reporting directly to the Chief Information Officer, leading a team of exceptional individuals in the Innovation & Planning Unit of the Information Services Branch.

Transportation 40

Transportation Innovation Report Technology 40

GlowTouch

AUGUST 27, 2021

About The GT Foundation The GT Foundation was established in 2004 and is commissioned to provide philanthropic aid and community involvement throughout the GlowTouch global footprint. We provide personalized, omnichannel contact center, business processing, and technology outsourcing solutions to clients around the world.

Hospitality 52

Hospitality Contact Center Omni-Channel Government 52

CSM Magazine

JULY 14, 2020

Introduce clever technology behind the scenes. Once re-acquainted with the importance of PCI DSS, why not introduce technology that enables PCI DSS compliance? Look for a partner who is Level 1 PCI DSS accredited, which means you and your customers can rely on their technology with absolute confidence.

Omni-Channel 52

Omni-Channel Customer Confidence Innovation CRM 52