Experience Matters

DECEMBER 22, 2014

Creativity in technology. I’m not surprised that Hall was named as the “Best Boss” in sports in 2013 by TeamWork Online. What does Hall see as his next “big thing” in fan experience? The bottom line : Customer-centric organizations need leaders like Derrick Hall.

Culture 313

Culture Sports Employee Engagement Leadership 313

TechSee

DECEMBER 5, 2017

Recognizing that continuously adding quality agents simply does not add up financially, more and more companies are turning to technology in order to scale quality support. Founded in 2015, TechSee is a technology and technical support company that specializes in visual technology and augmented reality. ” 2. Coveo.

Contact Center 116

Contact Center Customer Satisfaction Self Service Technology 116

InMoment XI

AUGUST 9, 2016

I say ‘back’, it never went away for the CIO, it’s just moving with the times, bumped along by changes in operating systems, user technologies and digital transformation. In 2013 IBM reported over 2.5 Big Data is back on the corporate agenda. exabytes of data were created every day; by 2014 this was 2.3 zettabytes. View Article.

Data 150

Data Customer Experience Report System 150

InMoment XI

AUGUST 9, 2016

I say ‘back’, it never went away for the CIO, it’s just moving with the times, bumped along by changes in operating systems, user technologies and digital transformation. In 2013 IBM reported over 2.5 Big Data is back on the corporate agenda. exabytes of data were created every day; by 2014 this was 2.3 zettabytes. View Article

Data 150

Data Customer Experience Report System 150

InMoment XI

AUGUST 9, 2016

I say ‘back’, it never went away for the CIO, it’s just moving with the times, bumped along by changes in operating systems, user technologies and digital transformation. In 2013 IBM reported over 2.5 Big Data is back on the corporate agenda. exabytes of data were created every day; by 2014 this was 2.3 zettabytes. View Article

Data 150

Data Customer Experience Report System 150

InMoment XI

NOVEMBER 19, 2015

This week’s throwback Thursday is from an article originally published on the Allegiance blog in October 2013. The recent advancements in technology that enable us. View Article.

Analysis 150

Analysis Technology Data 150

InMoment XI

NOVEMBER 19, 2015

This week’s throwback Thursday is from an article originally published on the Allegiance blog in October 2013. The recent advancements in technology that enable us. View Article

Analysis 150

Analysis Technology Data 150

InMoment XI

NOVEMBER 19, 2015

This week’s throwback Thursday is from an article originally published on the Allegiance blog in October 2013. The recent advancements in technology that enable us. View Article

Analysis 120

Analysis Technology Data 120

InMoment XI

DECEMBER 5, 2012

We are very excited to announce that Carine Clark has joined Allegiance as president and CEO, effective January 2, 2013. She recognizes that Allegiance can become a game changer and drive the trend toward customer empowerment with technology that helps companies achieve greater customer experience insight.

Marketing 150

Marketing Trends Software Technology 150

InMoment XI

DECEMBER 5, 2012

We are very excited to announce that Carine Clark has joined Allegiance as president and CEO, effective January 2, 2013. She recognizes that Allegiance can become a game changer and drive the trend toward customer empowerment with technology that helps companies achieve greater customer experience insight.

Marketing 150

Marketing Trends Software Technology 150

InMoment XI

DECEMBER 5, 2012

We are very excited to announce that Carine Clark has joined Allegiance as president and CEO, effective January 2, 2013. She recognizes that Allegiance can become a game changer and drive the trend toward customer empowerment with technology that helps companies achieve greater customer experience insight.

Marketing 150

Marketing Trends Software Technology 150

Experience Investigators by 360Connext

JUNE 8, 2021

The study found that while consumers still depend heavily on in person medical treatments, given a choice between virtual access to care and human contact, three quarters of consumers find access to care more important than physical human contact with their care provider and are comfortable with the use of technology for the clinician interaction.

Customer Journeys 271

Customer Journeys Healthcare How To Video 271

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 37

Contact Center Net Promoter Score Consumers Study 37

Comm100

SEPTEMBER 28, 2021

We’ll look at the challenges that led these organizations to change and the benefits they’ve seen through the adoption of new customer service channels and technologies. Nate Knox, Applications Support with LMCU, noted that other institutions were offering live chat solutions, and LMCU saw a need to keep up technologically.

Customer Service 240

Customer Service Chatbots Banking Customers 240

Customer Bliss

JULY 11, 2017

She has twice been selected by the Silicon Valley Business Journal – in 2011 as one of Silicon Valley’s “40 Under 40” young tech leaders, and in 2013 as one of Silicon Valley’s 100 Most Influential Women. Also in 2013, Catherine made Forbes list of “Top 10 Rising Stars at The Worlds Most Innovative Companies.”

Leadership 0

Leadership Customer Experience Report Innovation 0

NICE inContact

JANUARY 24, 2018

IBM Watson, first brought to attention when it played Jeopardy against human champions, announced the Watson API in 2013 to allow other software developers to use Watson AI. If one was to choose a subject that emerged as a unifying theme across the contact center market in 2017, it was artificial intelligence (AI).

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

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

Customer Bliss

MAY 3, 2017

Investments in self-service technologies have helped companies siphon off low-complexity issues (e.g., 81 percent of customers today will use self-service channels first before reaching out to a company Click To Tweet. However, self-service is proving to be a double-edge sword for both companies and customers alike.

Self Service 134

Self Service Customer Service Contact Center Airlines 134

C3Centricity

NOVEMBER 5, 2018

Examples of these include French perfume, Swiss watches, Russian Vodka, Italian fashion, German or American cars and Japanese technology. ” This post has been adapted and updated from ones which were first publicised on C3Centricity Dimensions in 2012 and 2013.

Brands 224

Brands How To Trends Consumers 224

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

Customer Bliss

OCTOBER 4, 2016

Duygu has 15+ years of leadership experience in enterprise technology with a strong track record of growing 100+ million dollar B2B technology businesses with full P&L responsibility. About Duygu. She’s also been head of enterprise product management and marketing at Turkcell.

Customer Success 166

Customer Success Leadership Metrics Customer Journeys 166

Experience Matters

OCTOBER 27, 2015

Respondents believe that technology will play an increasingly important role in their efforts, but the largest obstacle to VoC success remains integration across systems. See the State of VoC reports from 2010 , 2011 , 2013 , and 2014. Download report for $195.

Report 120

Report Effort Score Groups Analytics 120

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

Win the Customer

JANUARY 20, 2020

eDigital surveyed in 2013, where 73% of people surveyed said that they preferred live chat to use email, SMS, social media, the phone, and so on. Boomtrain is an example of a technology which businesses use to look at many customer touchpoints so that businesses know how customers are interacting online.

Ecommerce 159

Ecommerce Chatbots How To Feedback 159

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

GetFeedback

JANUARY 8, 2020

In 2013, the Stealthwatch team needed to gauge customer satisfaction after support case resolutions. In addition, Stealthwatch has (one of the) highest retention rates in the Cisco security portfolio, at 92 percent. Using automation to prevent customer dissatisfaction.

Customer Satisfaction 39

Customer Satisfaction NPS Survey Customers 39

NICE inContact

SEPTEMBER 30, 2019

The reality is, with the right call center software and workforce optimization technology, teleworking can be a win-win for both the organization AND the employee. You need the technology infrastructure to make it a reality. Companies that offer a remote work program report 63% less unscheduled absences ( PGI, 2013 ).

Contact Center 136

Contact Center Gamification Call Center Competitive Advantage 136

Vonage

JULY 7, 2017

Share your shopping technology, so that it can be used by customers, employees, or both working together. A smart trend, particularly in retail, is the installation of technology that can be used by customers or used for customers by salespeople, or shared by both parties, depending on the preference of the customer. That’s so 2013.

Trends 177

Trends Consumers Customer Experience Hotels 177

Totango

MAY 27, 2022

Following its launch in 2013, Zoom overtook its rivals by differentiating its product on selling points, such as being mobile- and user-friendly. What Kind of Technology Stack Do You Need for a Product-led Growth Strategy? In 2020, Dropbox generated over $1.9 billion in revenue.

Customer Retention 123

Customer Retention Sales Software Strategy 123

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

Experience Matters

NOVEMBER 4, 2015

This is the fourth year of the ratings, here are links to the 2012 , 2013 , and 2014 ratings. Here is the executive summary of the report: The 2015 Temkin Experience Ratings of Tech Vendors evaluates the customer experience of 62 large technology vendors. It is the also the highest level over the four years of the study.

Report 120

Report Net Promoter Score Effort Score Innovation 120

Experience Matters

SEPTEMBER 16, 2015

Here’s the executive summary: To examine the link between Net Promoter Scores® (NPS®) and loyalty, we surveyed 800 IT decision-makers from large North American firms to learn about their relationships with their technology providers. Overall, the tech vendor industry’s average NPS jumped to 31.8 Download report for $695.

NPS 120

NPS Net Promoter Score Report B2B 120

CSM Magazine

JULY 25, 2024

Fortunately, the answer to these challenges might lie right at your fingertips: technology. This article will explore the transformative power of technology in streamlining business operations, from automating repetitive tasks to improving customer experiences.

Technology 52

Technology Innovation Social Media Communication 52

Alida

OCTOBER 2, 2017

Today’s empowered patients are demanding more from health care providers, and as a result health systems are investing more in new technology. By investing in new technologies like self-service kiosks and big data analytics, health care providers are aiming to improve the patient experience and drive satisfaction and CX scores up.

Self Service 100

Self Service Strategy Hospitality Social Media 100

C3Centricity

APRIL 17, 2018

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. Tweets when the lights went out at the SuperBowl in 2013: Unofficial ads during the 2012 London Olympics: The ongoing struggles between major brands: Audi vs BMW. Being agile.

Strategy 248

Strategy Customer Centricity Innovation Airlines 248

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

C3Centricity

AUGUST 4, 2020

Evenings and weekends for TV and technology products. This article is an updated version of one that was first posted on C3Centricity in February 2013. Breakfast, lunch and evening meal times for food manufacturers. Today there is no excuse for a consumer goods company to not be ready to help their users when they need it the most.

Customer Service 190

Customer Service Social Media Customer Service Representative Self Service 190