Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Trends 260

Trends Customer Service Chatbots Omni-Channel 260

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. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Kustomer

OCTOBER 28, 2022

With this in mind, brands now realize that customer service is directly tied to their revenue, and are modernizing applications. How Can You Provide Differentiated Customer Service? By ignoring customer service, brands are missing out on market share and revenue. 1) Take a True Omnichannel Approach to Modernize Customer Service.

Customer Engagement 93

Customer Engagement Engagement Omni-Channel Customer Centricity 93

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. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience). 2016 Answer.

Trends 171

Trends Customer Experience Wireless Entertainment 171

BirdEye

SEPTEMBER 18, 2020

Welcome to the experience economy, where a winning customer engagement strategy sets your business apart from your competition. 77% percent of American consumers say that the customer experience is a critical factor in their purchasing decision, even if they have a strong affinity to a brand or product. Boosting revenue.

Customer Engagement 96

Customer Engagement Engagement Strategy Customer Journeys 96

Alida

MAY 8, 2018

The State of Engagement Report found three quarters of those surveyed believe their jobs are on the line if their customer experience (CX) strategies are unsuccessful, while almost half of respondents believe it’s possible their jobs are at risk if their technology investments fail. CMOs know there’s CX leadership gap.

Report 173

Report Customer Experience Leadership Study 173

Michelli Experience

MARCH 11, 2016

Mobile technology has reached unprecedented levels on innovation. In 2016, mobile marketing will be a must-have by many businesses. Everyday mobile users have come to expect higher forms of engagement, and they’re pushing the smartphone’s technological progress in an interesting direction. Six: The Numbers Don’t Lie.

Technology 100

Technology Company Marketing Loyalty Programs 100

Amity

FEBRUARY 2, 2016

Editor’s note: This is a living document, and our goal is to update it regularly with the best resources around customer success. The Best Customer Success Resources of 2016. Surely, you are staying up to date on the latest customer success trends – did someone say “customer marketing”?

Resources 80

Resources Customer Success Customers Customer Retention 80

Comm100

JUNE 15, 2022

Digital customer engagement is always evolving. Just as live chat was a technological leap over telephone communication and is proving to be the most essential of all channels, chatbots are the latest technological milestone in customer support. Provide cost-effective 24/7 support to improve customer engagement.

Chatbots 244

Chatbots Industry Customer Service Wait Times 244

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Trends 207

Trends Customer Service Chatbots Omni-Channel 207

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. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience). 2016 Answer.

Trends 147

Trends Customer Experience Wireless Entertainment 147

Oracle

OCTOBER 2, 2019

One thing retailers can do to stand out from the competition is to improve their online customer experience (CX) using new technologies that improve the online shopping experience. Here are 5 examples of CX technologies retailers can use to encourage customers to buy on their sites and nurture customer loyalty.

Ecommerce 87

Ecommerce Technology Social Media Chatbots 87

Vonage

MARCH 26, 2018

After the launch of the hugely popular Pokemon Go in July 2016, which Nintendo partly owns the rights to, the company reached a record market capitalisation of over $32 billion. . Ultimately, focusing on film (its core product) instead of the value its customers enjoyed from that product (the ability to take photos) proved to be its undoing.

eBook 206

eBook Video Training Examples 206

Tricia Morris

MARCH 29, 2017

Expectations for customer engagement continue to grow at an exponential rate. According to Microsoft’s 2016 State of Global Customer Service Report which surveyed 5,000 customers across Brazil, Germany, Japan, the United Kingdom and the United States, 72% of customers already.

Customer Engagement 66

Customer Engagement Engagement Survey Customers 66

Alida

JULY 11, 2018

The research team regularly flags product ideas that, based on customer feedback, have lower probability of success. In 2016, the team won an award from MRIA for best in class research initiatives for the CIBC Smart Account, along with some of its research partners including Vision Critical.

Industry 141

Industry Brands Banking ROI 141

Vonage

MAY 11, 2016

The Salesforce World Tour London is on May 19 th and we are delighted to have been selected as one of the Salesforce 2016 Customer Success stories. I am excited to be sharing our story and talking about how Vax has transformed its customer service as a key part of the customer journey.

Customer Experience 60

Customer Experience Multi-Channel Competitive Advantage Effort Score 60

Calabrio

MAY 25, 2016

Recently, Facebook announced at its F8 developer conference that it would allow businesses to build “bot” technology for Facebook Messenger. Chatbots are equipped to answer basic questions from customers, accept orders, and provide general customer assistance. The post To Bot or Not to Bot? appeared first on Calabrio.

Chatbots 124

Chatbots Omni-Channel Contact Center Conference 124

Lumoa

JUNE 23, 2021

Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale. These include customer service analytics, engagement hubs, the voice of the customer , virtual agents (live chat), and chatbots.

Trends 195

Trends Self Service Contact Center Omni-Channel 195

TechSee

MAY 1, 2018

AI is revolutionizing the way utilities operate, optimize and provide service to their customers. The utilities industry is shifting from a highly traditional, regulation-driven environment to a technology-driven, sophisticated marketplace.

Self Service 132

Self Service Analytics Call Center Report 132

Experience Investigators by 360Connext

FEBRUARY 23, 2015

But James was quick to point out that there are times when the auto industry has made mistakes by listening too much to customers and not anticipating the next trends in technology or elsewhere. To that end, all GM cars will have in-car wifi by the end of 2016.

Innovation 110

Innovation Consumers Social Media Feedback 110

Beyond Philosophy

MAY 15, 2017

With malls looking at the writing on the wall, businesses are now focused at effective customer engagement strategies. During our Customer Mirrors service we consider every interaction a customer has with a company, the emotions felt and the implications on the rest of the experience.

Omni-Channel 133

Omni-Channel Social Media e-support Retail 133

Kerry Bodine

JANUARY 4, 2017

IPQC’s Executive Customer Contact Exchange. Center for Customer Engagement’s 2017 Summit on Customer Engagement. March 6 – 8, 2016. Gartner’s Customer 360 Summit. Gartner’s Customer Experience & Technologies Summit. May 9 – 11, 2017. United Kingdom.

CEM 120

CEM Conference Chief Customer Officer Customer Experience Professionals 120

Eptica

JULY 1, 2016

Date: Friday, July 1, 2016 Building a Customer Engagement Hub. Published on: July 01, 2016. Author: Pauline Ashenden Delivering a seamless, high quality customer experience is extremely complex. Set out business and technology requirements Next, identify the business need behind fixing the problem.

Customer Engagement 50

Customer Engagement Engagement Contact Center Retail 50

Alida

NOVEMBER 10, 2016

“For most companies in most industries, getting customers enthusiastic enough to recommend a company appears to be crucial to growth,” he adds. A 2016 study by the advisory firm Temkin Group, for example, found a strong correlation between NPS data and customer loyalty.

Net Promoter Score 208

Net Promoter Score NPS Effort Score How To 208

Storyminers

FEBRUARY 2, 2016

Last week’s post predicted that customers won’t stand for technology that constantly sells to them. It predicted 2016 as the year predictive analytics and other ‘sensing’ technologies will be used to serve customers first. Chick-fil-A [private], now America’s favorite chain restaurant, is proof.

Sales 100

Sales Analytics Technology Brands 100

Comm100

JULY 11, 2019

The modern chatbot era began in 2010 with Apple’s Siri, and today they are more or less mainstream, with an Oracle report from 2016 stating that 80% of C-suite leaders and senior marketers have already implemented chatbots or plan to do so by 2020. Wire them up with AI, and now you’re into a whole new level of customer engagement.

Contact Center 157

Contact Center Chatbots Effort Score Analytics 157

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Published on: January 12, 2017. What do the findings mean for companies?

Trends 48

Trends Customer Service Contact Center Analysis 48

Team Support

JANUARY 9, 2024

Ever wonder what customer service looked like 50 or 60 years ago? Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next. 1960s-1970s: Emergence of Call Centers The concept of providing on-demand customer support began with call centers in the 1960s.

Technology 59

Technology Call Center Chatbots Social Media 59

Calabrio

FEBRUARY 24, 2016

Last month, Adobe Marketing VP, John Travis, shared insights from Adobe’s 2016 Digital Trends report, including which opportunities businesses are most excited about this year. Customer Experience. “In In order to make it actionable, businesses must have the right technology in place. The number one response?

Customer Experience 100

Customer Experience Contact Center Omni-Channel Analytics 100

Eptica

APRIL 8, 2016

Date: Friday, April 8, 2016 Technology with the human touch. Published on: April 08, 2016. Author: Robin Tandon Technology has the power to transform how we communicate with each other, and has made huge advances over the last twenty years. Technology can help.

Technology 48

Technology Self Service Contact Center Knowledge Base 48

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. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience). 2016 Answer.

Trends 100

Trends Customer Experience Wireless Entertainment 100

Lumoa

AUGUST 23, 2021

Just like receiving a text message on your phone, tone allows for interpretation but being able to see facial expressions and read body language can relay a sense of competency and trust among customers. Casper, a pioneer in this method, created a text-bot for insomniacs in 2016.

Customer Experience 221

Customer Experience Social Media Video Customers 221

Michelli Experience

DECEMBER 27, 2017

Here are just a few of the search findings from this year: May 5 th, Retail Armageddon: More bankruptcies in four months than all of 2016. Customers worldwide shopping on the Amazon App increased nearly 70% this holiday season. There will always be retail stores and technologies to make the shopping experience more pleasurable.

Retail 138

Retail Consulting Sales Customer Experience 138

Alida

JULY 28, 2016

To learn more about this topic, join us at the 2016 Customer Intelligence Summit , where Lauren Meewes, senior program manager of seller at eBay, and Catherine Makk, vice president of global insights at HarperCollins, will share how to use customer feedback to give context and meaning to big data.

Data 100

Data Social Media Analytics Entertainment 100

Storyminers

FEBRUARY 9, 2016

Most vendors I spoke with at this year’s show justified the existence of their product(s) with claims about how it improved the customer experience, saved money, and made business more efficient and/or more profitable. Retailers must adapt how they work and think to accommodate new customer needs and the new capabilities technology brings.

Retail 124

Retail Omni-Channel Software Video 124

ECXO

AUGUST 2, 2023

We look forward to this crucial topic discussion on European customers not so much addressed in CX. However, of fundamental importance and impact on enterprise technology design and customer-centricity Thank you so much Dr. Liraz Margalit, for your excellent talk here in the ECXO. Liraz Margalit. Connect with Andrew Bryant !

Customer Journeys 156

Customer Journeys Leadership Customer Relationship Management Consulting 156