NICE inContact

AUGUST 21, 2019

As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. I can think of several technologies that have promised to replace email, like Slack and other messaging applications (e.g., Apple Chat or WhatsApp). And yet, it turns out customers like.

Contact Center 136

Contact Center Net Promoter Score Consumers Study 136

ijgolding

MAY 21, 2018

Very much led by the never-ending advancement of digital technology, the business landscape and the challenges facing it, seem to change on a monthly basis. Digital technology has led to the accessibility of products and services surpassing the product itself as a key differentiator in the buying process.

Retail 186

Retail Leadership Case Study Financial 186

C3Centricity

JULY 26, 2018

Despite all the sophisticated technologies at our disposition, we just never seem to be prepared. According to the Weather Channel its snowfall broke records in Worcester, MA, although in most other places it fell far below that of other storms from 2013 all the way back to 1978. So what are the success factors of readiness?

Competitive Advantage 189

Competitive Advantage Advertising Trends Exercises 189

Customer Bliss

MAY 3, 2017

Consumers today prefer to do things on their own – and, most importantly, according to their own timeframe. Investments in self-service technologies have helped companies siphon off low-complexity issues (e.g., Guest post by Matt Dixon. This especially holds true when it comes to customer service.

Self Service 134

Self Service Customer Service Contact Center Airlines 134

C3Centricity

APRIL 17, 2018

Revise your definition of “in-market” consumers. With technology changing the way we live our lives, companies must be both ready for change and prepared to benefit when there is something relevant happening. ” He said they are: Demand fresher data. I applaud the emphasis on the importance of data freshness.

Strategy 296

Strategy Customer Centricity Innovation Airlines 296

ECXO

MARCH 6, 2025

It is a comprehensive effort that goes beyond isolated fixes, requiring alignment of leadership, strategy, culture, technology, and processes around the goal of delighting the customer. Transforming customer experience in a B2B organization is as much about changing mindsets and behaviours as it is about new processes or technologies.

B2B 320

B2B Customer Journeys How To Effort Score 320

Customer Bliss

APRIL 19, 2019

“The expectations of people, thanks to technology, are different. Technology: How can it be used to improve the guest service both in the store and outside of it? Food/Food technology: There are a lot of initiatives around cleaning up ingredients and sourcing of official colors and flavors.

Guest Experience 135

Guest Experience Customer Experience How To Technology 135

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. How do you support the remote and/or hybrid environment from a technology perspective? What results have you seen?

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

Vonage

OCTOBER 2, 2017

Companies are not the only ones with information, power and technology. Consumers are armed with a smartphone, and this single device has changed the business to consumer relationship. Technology has disrupted the status quo, shifting the balance of power between business and customer in favour of consumers.

Social Media 120

Social Media Multi-Channel Consumers Connections 120

Vonage

JULY 31, 2017

Companies are not the only ones with information, power and technology. Consumers are armed with a smartphone, and this single device has changed the business to consumer relationship. Technology has disrupted the status quo, shifting the balance of power between business and customer in favour of consumers.

Social Media 120

Social Media Multi-Channel Consumers Connections 120

PK

FEBRUARY 20, 2020

However, this technology brings a new challenge: threats to cybersecurity present an issue that rail companies must address. In the freight rail industry, automation technology has provided a pathway to improve railway inspection processes. The post Trends in Rail Technology appeared first on PK.

Trends 59

Trends Technology Travel Study 59

Connective DX

FEBRUARY 20, 2020

However, this technology brings a new challenge: threats to cybersecurity present an issue that rail companies must address. In the freight rail industry, automation technology has provided a pathway to improve railway inspection processes. The post Trends in Rail Technology appeared first on PK.

Trends 59

Trends Technology Travel Study 59

Comm100

FEBRUARY 18, 2021

In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’. The value and need of this emotion have become all the more pertinent since the emergence of Covid-19 in 2020, but as John Di Julius, Chief Revolution Officer, explains, the development of technology has had its impact too. Get Comm100 Free.

Customer Engagement 130

Customer Engagement Engagement Consumers Study 130

Customer Bliss

DECEMBER 5, 2017

Can you manage a B2B relationship with customer providers and consumers? In the beginning stages of Angie’s List, companies would complain about negative reviews from consumers. This was good for the service providers and consumers because it allowed them to see more than just the customer POV.

Chief Customer Officer 129

Chief Customer Officer Consumers B2B Customers 129

Vonage

DECEMBER 8, 2016

A figure which has increased by more than $20 billion since 2013. Since then, the number of US consumers who have reported leaving a business due to poor customer service has also risen from 44 percent to 49 percent. Today’s consumers shop across many different channels. Lack of visibility is causing customer service to falter.

Contact Center 120

Contact Center Poor Customer Service Social Media Call Center 120

Alida

JUNE 23, 2017

With Amazon’s technological horsepower behind it, Whole Foods will have the engine required to build an unbeatable innovation engine. If you have a customer-centric culture, that cures a lot of ills,” Bezos said in an interview in 2013. With Whole Foods’ 450 stores, that has dramatically changed. Grocery is just the beginning.

Retail 153

Retail Competitive Advantage Customer Centricity Innovation 153

Oracle

DECEMBER 3, 2018

Big data, machine learning, deep learning, data analytics, artificial intelligence, data visualization–these are the biggest buzzwords in technology today, meaning that the data rush is on. Some say that data is the new oil or the new gold. What artifacts (products, services, experiences, communications, etc.)

Data 103

Data Video Consumers Technology 103

TechSee

JANUARY 24, 2019

The technology combines video streaming, where online media is simultaneously recorded and broadcast in real time to the viewer, with augmented reality, an interactive technology that superimposes a computer-generated image on a user’s view of the real world. Access: Is the technology easy for customers to access?

Video 141

Video Contact Center Call Flow Financial 141

Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

B2C 111

B2C Leadership Customer Experience Chief Customer Officer 111

Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

B2C 111

B2C Leadership Customer Experience Chief Customer Officer 111

Kerry Bodine

JULY 31, 2018

I initially published my thoughts on the relationship between these disciplines back in 2013 when I worked at Forrester—and watched with amusement as people debated my Venn diagrams for years to come. They’re from 2012/2013, but the content is still relevant: From User Experience to Customer Experience. Isn’t UX a superset of CX?

Customer Journeys 120

Customer Journeys Conference User Experience Social Media 120

Experience Matters

JANUARY 20, 2015

As a result of this work, Dell has opened 16 solution centers—which gives customers a place to experience solutions—and has provided proactive support over a wide variety of social channels, simplified Dell.com for consumer and business users, and implemented more than 540 customer innovation ideas. EMC Corporation. Download report for $195.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

ShepHyken

JUNE 28, 2019

Technology replacing humans. In general, technology is augmenting —not replacing — the employee. The World Bank finds in its 2019 examination of the workforce that while technology is indeed changing how people work, it’s also creating new opportunities. That’s what we all fear. Because of that word “current.”

Contact Center 115

Contact Center Self Service Banking Airlines 115

CSM Magazine

JULY 24, 2024

The survey reveals a growing call from UK consumers for brands to find ways to fix declining levels of customer satisfaction, particularly as customers become more unforgiving of poor service delivery. The majority of consumers are willing for AI to be used to resolve their frustrations.

Consumers 52

Consumers Customer Service Chatbots B2C 52

Comm100

FEBRUARY 19, 2014

These are all important; however, with the customer experience playing field being leveled by new technology and the almighty Internet, it’s important to focus on another key aspect – Accessibility. This channel also has the highest satisfaction rating after voice with consumers. Channels of Accessibility. Web Chat – Customers Love It!

Customer Satisfaction 100

Customer Satisfaction Multi-Channel Social Media Comparison 100

Maz Iqbal

OCTOBER 9, 2014

Little Change In The State of Customer Experience Excellence From 2013. Here are my take on this Top 10 list in comparison with 2013 : Virgin Atlantic and Ocado have dropped out of the Top 10. Waitrose ascends the rankings moving from being number ten (2013) to being number 7 (2014). Not technology! Specsavers (retailer).

Case Study 89

Case Study Customer Experience Employee Engagement Retail 89

CX University

JANUARY 10, 2025

In the ever-evolving landscape of healthcare, technological advancements are often celebrated for improving outcomes and efficiencies. The answer may lie in understanding patient experiences through tools like the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS). However, after 2013, the momentum slowed.

Healthcare 40

Healthcare Technology Self Service Hospitality 40

Confirmit

DECEMBER 18, 2016

While they showed a lot of what the technology could do, I knew from my own experience that the demos we had didn’t show the full capabilities available. I think design is critical to how our clients use our technology and I’d love to be able to work on new ways to evolve our approach.

Survey 56

Survey Customer Voice Consulting Training 56

Vonage

MARCH 2, 2017

Now that social media has given consumers a public and increasingly powerful voice, brands are paying a hefty price. Under these two metrics, organisations are still scoring, on average, lower than they were in 2013. Customers should be at the heart of the sales process, empowered by technology.

Customer Service 120

Customer Service Social Media Poor Customer Service Customer Satisfaction 120

Win the Customer

AUGUST 9, 2016

It seems consumers are quickly adapting to mobile payment systems in droves, but many companies have neglected to keep pace. Starbucks and Disney, however, are leaders in the mobile payment market, and other retailers can and should take advantage of mobile-payment processors and technology to compete. Not sure where to start?

Consumers 52

Consumers Loyalty Programs Loyalty Retail 52

Hello Customer

MAY 17, 2020

The Hello Customer technology is based upon simple open feedback surveys to which linguistic algorithms and artificial intelligence are applied. In fact, Hello Customer has made itself indispensable to businesses that wish to adapt to fast-changing consumer trends.”. New fundraising round supports ongoing growth.

B2B 98

B2B Feedback Technology Customers 98

Alida

JULY 28, 2016

In 2015, the analyst firm Gartner dropped big data from its Hype Cycle for Emerging Technologies report. Customer intelligence that involves more direct human-to-human interactions with consumers remains vital. The big data hype is officially dead. By 2010, the term “big data” had entered the common lexicon.

Data 100

Data Social Media Analytics Entertainment 100

Retently

MARCH 23, 2023

In industries with a low overall NPS, we’ve looked at consumer complaint data to learn which brands are the least likely to retain customers and earn positive feedback. The antivirus software company McAfee is at the bottom of the technology industry, earning a Net Promoter Score of 2. Ready to start?

Net Promoter Score 97

Net Promoter Score Company NPS Effort Score 97

Magellan Solutions

SEPTEMBER 27, 2021

Furthermore, many contact centers are overstaffed in order to decrease wait times and provide the best service possible to each consumer. Besides, many call centers take substantial measures to ensure all consumers are served well and leave satisfied. On top of that, we are a certified ISO 27001:2013 and HIPAA-compliant company.

Call Center 97

Call Center Contact Center Poor Customer Service Banking 97

transcosmos Information Systems

FEBRUARY 13, 2018

Bezos’ propensity for using technology to enhance the customer experience comes from his belief that companies should develop “ obsessive customer focus.”. Lafley was the CEO of multinational consumer goods company, Procter & Gamble , from 2000 to 2009 and from 2013 to 2015. Alan George “A.G.”

Customer Care 84

Customer Care Customer Centricity Policies Customers 84

Customer Guru

DECEMBER 13, 2017

Each year, a new wave of technological advancements is introduced to customers. With this pace of development, consumer expectation with brands is also increased massively. Companies that are not using technology to connect and interact with their customers are becoming irrelevant for the consumer.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Velaro

JULY 22, 2015

Since the inception of the smartphone , ecommerce has been struggling to understand, catch up with, and capitalize on mobile consumer behavior. These issues have been complicated by smartphones. But what if all your (would-be) customers had to do was click a button while logged in to their social media account?

Customer Engagement 100

Customer Engagement Engagement Ecommerce Social Media 100