Vonage

AUGUST 30, 2016

We’ve kicked off our Dreamforce 2016 prep with a Gold Sponsorship, and we’ve officially launched our microsite , which details our party, booth information and meeting details. Here are just a few ways you can connect with NewVoiceMedia at Dreamforce 2016. . And this year promises to be our biggest Dreamforce yet.

Sales 215

Sales Customer Confidence Connections Tips 215

NICE inContact

MAY 12, 2017

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. Finally, I would be remiss if I didn’t mention arguably the biggest announcement at Enterprise Connect this year show, Amazon Connect, the company’s new contact center as a service. And I ought to know.

Contact Center 120

Contact Center Connections Conference Case Study 120

InMoment XI

APRIL 29, 2016

This year’s conference energized a record number of attendees with insights, connections, and tools for building and extending CX programs that deliver hard business results. Customer experience (CX) professionals, business leaders, and research experts gathered in Vegas this week to attend CXFusion. Did you miss the conference?

Conference 150

Conference Connections Tools Customer Experience 150

Experience Matters

MARCH 21, 2016

Give that we’ve called 2016 “The Year of Emotion,” this will be a popular topic for Temkin Group this year. In a recent speech I gave at the Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I talked about the importance of focusing on emotion.

Connections 120

Connections Video Customer Experience Professionals Groups 120

Experience Matters

AUGUST 22, 2016

In case you missed it, we labeled 2016 as The Year of Emotion in our annual listing of CX trends. To help organizations better understand customer emotions, we created the Intensify Emotion Movement. Why did we put so much of a focus on emotion? Because it drives loyalty. We tapped into our recent consumer benchmark study to […].

Loyalty 120

Loyalty Connections Study Trends 120

eglobalis

AUGUST 13, 2024

A prime example of this resilience is the company’s swift recovery from the 2016 Galaxy Note 7 crisis. By fostering a cohesive and user-friendly ecosystem, Apple ensures that its customers remain deeply connected to the brand. Apple’s storytelling approach in marketing creates a strong emotional connection with the audience.

e-support 507

e-support Innovation Customer Centricity Loyalty 507

Lumoa

JUNE 4, 2018

Ali Omar , growth-entrepreneur and investor, who has led companies from 0 to €100M revenue, comments that “Lumoa is special because it connects customer feedback to actionable insights, bridging the gap between a company and its customers. Headquartered in Helsinki, Finland, Lumoa was founded in 2016. 585 9392, aleksi@icebreaker.vc

Analytics 284

Analytics Net Promoter Score Customer Experience Marketing 284

Customer Bliss

AUGUST 3, 2017

Still, what’s disheartening is this: across this sample size, customer experience actually fell from 2016 to 2017. There’s been tons of research on the connection between emotions and customer experience/marketing, including this work from Northwestern in 2008. What does it mean? Conversely, things are great.

Customer Experience 236

Customer Experience Travel Touchpoint Connections 236

ShepHyken

OCTOBER 3, 2016

My Comment: This short article has four simple ideas that can help any business improve their customer retention; social proof, brand messaging, educating versus selling and building meaningful connections. The post 5 Top Customer Service Articles For the Week of October 3, 2016 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Airlines 125

Airlines Customer Service Infographics Customer Retention 125

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. Eliza (@eliza_jacobs) September 20, 2016. Vision Critical (@visioncritical) September 20, 2016. Amanda White (@iamAMLW) September 20, 2016.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Thematic

JANUARY 28, 2020

New York, NY – Thematic today announced that it has joined the Nielsen Connect Partner Network. We are excited to continue expanding the Nielsen Connect Partner Network, which fuels a smarter market for the retail and consumer packaged goods industry,” said Brett Jones, Global Leader, Connect Partner Network, Nielsen.

Connections 89

Connections Retail Analytics Loyalty 89

Michelli Experience

FEBRUARY 14, 2017

Thanks to livestream.com we know: 81% of internet and mobile users watched more video in 2016 than 2015. How effectively are you using the visual medium, particularly live video , to connect, celebrate, and amplify the stories of your customers? Let’s start with some numbers on the sheer power of video today.

Video 235

Video Retail Communication Course 235

ijgolding

OCTOBER 3, 2016

Whilst many – if not most – organisations are doing lots of ‘stuff’ connected to the Customer Experience, the reason why many – if not most – are finding it hard to SUSTAIN their organisations focus on it, is because they are failing (or unable) to connect all of the ‘stuff’ together.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Vonage

MARCH 28, 2019

In 2016, Bain & Co. Look at it from the customer’s perspective: The caller hears the phone ring and is quickly connected to a person who knows about them, understands the digital journeys they’ve already been on, and is the company’s best available expert on whatever they’re calling about.

Customer Experience 228

Customer Experience Contact Center Software Contact Center CRM 228

CloudCherry

MARCH 15, 2018

but are making it a point to tell their friends and social connections about their frustrating experiences. If you take the United States alone, there are 103 connections for 100 citizens. In 2016, Canada’s two telecom giants, Bell Canada and Telus, spent more money to stop subscribers from leaving them compared to the previous year.

Wireless 210

Wireless Customer Retention Call Center Advertising 210

Storyminers

AUGUST 28, 2020

Eric Almquist does an excellent job of breaking down “The 30 Things Customer Really Value” in his 2016 Harvard Business Review article. At the apex of the customer value pyramid, some want to make a social impact. Focusing on product functionality only (the core of the MVP approach) doesn’t address most of these value types.

Measurement 240

Measurement Study Software Customer Expectations 240

Comm100

FEBRUARY 1, 2023

Focus on student connection and personalization Returning to school as a mature student can be socially-isolating. In the 2016-2017 academic year, 15.2% Mature students are more likely to value a connection with their school and seek it out when choosing which school to join. Many older students worry about fitting in.

Chatbots 243

Chatbots Social Media Omni-Channel Study 243

Storyminers

NOVEMBER 30, 2016

In 2016, ten companies fell from 101 to 253 ranking places. In October, I attended the SAP Hybris Americas Summit 2016 in Fort Lauderdale, FL, where I got to experience the latest tech, commercial case studies, and omnichannel ideas first-hand. That means that you can connect just about any sensor to the network.

Omni-Channel 217

Omni-Channel System Case Study Leadership 217

Kerry Bodine

JULY 31, 2017

Back in May 2014, I wrote a post titled The Connection Between Customer Satisfaction & Stock Price. If you had followed this investment strategy since April 2000, an initial $100 investment would have been worth $761 at the end of 2016. That same investment would be worth just $158 on the S&P.

Customer Experience 180

Customer Experience Customer Satisfaction Analysis Financial 180

Uniphore

JANUARY 4, 2022

See how Emotion AI is reshaping how we connect with customers in the virtual workplace. Umesh was globally recognized in 2016 as one of the ten ‘Next Generation Leaders’ by Time Magazine. Discover new ways to build and enhance contactless relationships with customers. Learn from Industry Experts.

Contact Center 317

Contact Center Multi-Channel Innovation Customer Retention 317

Storyminers

JANUARY 12, 2017

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. 2016 Answer. 2016 will be the year that technology will (finally) let us put humans first again. We’ve updated it for 2017. What CX trends do you see emerging this year?

Trends 171

Trends Customer Experience Wireless Entertainment 171

Alida

OCTOBER 4, 2016

Connection is established when the community supports shared experiences. Vision Critical (@visioncritical) September 20, 2016. Fulfillment means that community members find immediate value in participating. Gratitude requires brands to show appreciation for community members. VCSummit #mrx #cmgr pic.twitter.com/o5IKRkVOGt.

Engagement 250

Engagement Strategy Entertainment Exercises 250

Experience Investigators by 360Connext

AUGUST 3, 2021

According to a 2016 PwC survey cited by Linkedin , 60% of respondents reported they’d like daily or weekly feedback (72% among those under 30 years old), but only 30% said they receive it. Emphasize how their work is connected to the customer and is critical to the organization’s success.

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

NICE inContact

OCTOBER 3, 2016

In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. “The connection was so strong that we could have talked for 18 hours if we really wanted,” he said.

Comparison 206

Comparison Customer Service Representative Contact Center Call Center 206

AWS Machine Learning

MARCH 31, 2023

Government departments and businesses operate contact centers to connect with their communities, enabling citizens and customers to call to make appointments, request services, and sometimes just ask a question. The contact center is powered by Amazon Connect, and Max, the virtual agent, is powered by Amazon Lex and the AWS QnABot solution.

Self Service 97

Self Service Virtual Agent Connections Transportation 97

ijgolding

NOVEMBER 1, 2016

In fact, our ability to connect to Wi-Fi is possibly seen by some as even more important than water these days!! Activation date set for 22 August 2016 with a cost of £37.00 17th August 2016 – Confirmation of delivery date of ‘Youview’ box, modem and extenders. Order included set up costs of £49.99 No Service.

Examples 120

Examples Customer Experience Sports Airlines 120

Comm100

NOVEMBER 29, 2021

Omnichannel platforms connect all the key digital supports channels into one unified console, pulling together data from live chat, social media, ticketing, email, and SMS. With every year since 2016 being labelled the ‘year of the bots’, you wouldn’t be alone in ignoring this trend. The continued rise of chatbots and automation.

Trends 262

Trends Customer Service Chatbots Omni-Channel 262

ijgolding

JANUARY 4, 2017

On this very day in 2016, I wrote an article entitled ‘Why 2016 should NOT be the year of the customer’ – in it, I referenced my observations of Customer Experience throughout 2016. During 2016, I did at times feel like a stuck record (remember those!), Education, education, education!

Customer Experience 148

Customer Experience Customer Centricity Customers Government 148

NICE inContact

JANUARY 24, 2018

Similarly, the Salesforce Einstein AI platform was initially announced in 2016. Learn more about Digital Transformation and AI at Enterprise Connect. That session will be moderated by Melanie Turek, VP of Research, Connected Work, Frost & Sullivan. Plan to join us!

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

Storyminers

NOVEMBER 30, 2016

In 2016, ten companies fell from 101 to 253 ranking places. In October, I attended the SAP Hybris Americas Summit 2016 in Fort Lauderdale, FL, where I got to experience the latest tech, commercial case studies, and omnichannel ideas first-hand. That means that you can connect just about any sensor to the network.

Omni-Channel 183

Omni-Channel System Case Study Leadership 183

Comm100

JANUARY 21, 2021

In 2016 the global live chat software market was valued at US $590 million – a conversative estimate says that by 2023 this will rise to almost US $1bn. From here, they connect with an agent and exchange typed messages (and even talk over audio and video chat, but we’ll get on to this later on). We’ll get into this later).

Video 246

Video Social Media Software Knowledge Base 246

QuestionPro Audience

NOVEMBER 21, 2017

Cyber Monday has only been around since 2005, and legend has it, got its name because the average consumer had dial-up internet at home, and would wait to do their online shopping at work, where the internet connection was faster. million small businesses and 112 million consumers participated in the event in 2016.

Apparel 191

Apparel e-support Infographics Retail 191

Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. billion devices are connected to the web, a phenomenon industry folks refer to as “The Internet of Things” (IoT). By 2020, the number of connected “things” is expected to rise to 30 billion. Look at 2016. Should we be worried? Automation?

Customer Engagement 133

Customer Engagement Omni-Channel Engagement Self Service 133

Kayako

APRIL 18, 2016

Alp Ozcelik (@alplicable) April 16, 2016. Dustin John Bromley (@DustinJBromley) April 16, 2016. Kendall (@AcuityKendall) April 17, 2016. On July 1st 2016, Elevate Summit will be taking place in The Brewery, London. ElevateSummit_) April 6, 2016. Connect with peers. ” @jacspangler #elevatesummitaustin.

Conference 120

Conference Innovation Industry Meeting 120

Storyminers

JUNE 3, 2022

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. 2016 Answer. 2016 will be the year that technology will (finally) let us put humans first again. We’ve updated it for 2017. What CX trends do you see emerging this year?

Trends 147

Trends Customer Experience Wireless Entertainment 147

Comm100

JUNE 15, 2022

Canadian Blood Services (CBS) first launched Comm100 Live Chat on their website in 2018 to connect with digital-first customers that were being missed by traditional phone support. Connected with their internal system, the bot automatically pulls the relevant information and provides it to the agent. Canadian Blood Services.

Chatbots 246

Chatbots Industry Customer Service Wait Times 246

Vonage

OCTOBER 24, 2016

Attending Connect 2016? Connect – customer, company and the thought process behind every interaction. 5 reasons not to miss Connect 2016 if you’re striving for sales & service excellence. Related Posts Customer service: what not to do when you don’t know. Here are 5 tips for making the most of our conference.

Airlines 120

Airlines Customer Service Conference Culture 120