NICE inContact

FEBRUARY 23, 2016

We are thrilled to announce that Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year. Each year Customer Magazine identifies outstanding achievements within the call center/CRM industry and awards the most innovative customer experience technology solutions.

Net Promoter Score 120

Net Promoter Score Multi-Channel Contact Center Customer Experience 120

Experience Investigators by 360Connext

FEBRUARY 23, 2015

Customers have a new voice in innovation. I had an opportunity to interview James Bell, Head of Consumer Affairs for General Motors , about how they gather feedback and use it to create new innovations. To that end, all GM cars will have in-car wifi by the end of 2016.

Innovation 110

Innovation Consumers Social Media Feedback 110

QuestionPro Audience

JANUARY 17, 2018

The Consumer Electronics Show (CES) is an annual trade show where the consumer technology world goes to introduce their newest innovations to the marketplace. With industry knowledge, innovative tools, and purchasing power, QuestionPro Audience always meets the rigorous demands of our clients.

Consumers 236

Consumers Innovation Technology Measurement 236

Alida

DECEMBER 1, 2016

The study, released in November 2016, showed that fintech adoption is particularly high in emerging markets like China and India. In the first quarter of 2016 alone, fintech startups saw an influx of $5.2 Focus on your company’s strengths while leaning on the strengths of fintech companies to drive innovation for your customers.

Customer Experience 193

Customer Experience Financial Banking Culture 193

Experience Investigators by 360Connext

MARCH 16, 2016

The post What do Trends from SXSW 2016 Mean for Customer Experience? The old-timers will lament the days of easy navigation and fewer crowds, and I’m certainly one of them. But I also walk away with my wheels turning about what the future holds for […]. appeared first on Customer Experience Consulting.

Trends 110

Trends Customer Experience Consulting Customers 110

Experience Investigators by 360Connext

FEBRUARY 3, 2016

Managing time and workload will be the biggest challenge that customer support professionals face in 2016. The post Multichannel Support Will Burn Out your Customer Support Team in 2016 appeared first on Customer Experience Consulting. A new study by Kayako looked into the state of the customer support […].

Consulting 110

Consulting Study Customers Management 110

Optimove

OCTOBER 15, 2024

Optimove was the first CRM Marketing Platform to natively embed AI with the ability to predict customer migrations between lifecycle stages in 2012 and with  OptiBot , starting in 2016. The post AI in Marketing: How Optimove Balances Innovation with Responsibility appeared first on Optimove.

Innovation 52

Innovation Marketing Consumers System 52

Comm100

JANUARY 14, 2016

As technology continues to open new avenues for innovation and business transformation, so too will the shopping and buying habits of consumers. As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. The use of mobile devices has been growing rapidly for several years now.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

QuestionPro Audience

AUGUST 9, 2017

As of August 2016, Uber deployed a fleet of autonomous vehicles driving the streets of Pittsburg. Innovation and change are always met with skepticism and does disrupt the status quo, this does not mean it won’t lead to a positive outcome in the long run. It’s not only tech companies such as Google and Tesla leading the way.

Consumers 306

Consumers Automotive Transportation Video 306

QuestionPro Audience

MARCH 15, 2018

billion in 2016, millennials own more than 35% of pets in the U.S., billion Americans spent on pets in 2016. With industry knowledge, innovative tools, and purchasing power, QuestionPro Audience always meets the rigorous demands of our clients. In an industry that topped $66.75 VET GUIDANCE At $15.95 billion), of the $66.75

Study 199

Study Report Innovation Groups 199

Kerry Bodine

MARCH 8, 2017

The innovation team at a government agency I work with also met with strong resistance when introducing design methodologies to the organization several years ago. And in its 2014 survey of 200 companies, global analyst firm Gartner found that 89% of respondents planned to compete primarily on the basis of customer experience by 2016.

Chief Customer Officer 216

Chief Customer Officer Innovation Government Study 216

Alida

SEPTEMBER 15, 2016

As the 2016 Visionary Award winner for product innovation , Wolverine Worldwide has strategic insight that other brands should consider when incorporating customers into the development cycle. As I mentioned, we try to infuse consumer perspective throughout the process of innovation.

Innovation 100

Innovation Apparel Competitive Advantage Consumers 100

QuestionPro Audience

MAY 2, 2018

to $98 million in 2016. With industry knowledge and innovative tools, QuestionPro Audience always meets the rigorous demands of our clients. This is a smart move on their part, as Cinco de Mayo has overtaken the Super Bowl and St. Patrick’s Day for beer sales, and tortilla chip sales during the week of May 5th rose 0.5%

Brands 236

Brands Marketing Consumers Sales 236

QuestionPro Audience

AUGUST 3, 2018

Humans are creatures of habit, so it makes sense that 31% of consumers are going to dealerships where they previously purchased/leased, an increase from 27% in 2016 and 2017. In 2016, 70% of consumers felt confident with the price they paid, but in the 2018 study, only 62% are satisfied with their price point.

Consumers 199

Consumers Study Report Sales 199

Alida

MARCH 13, 2017

When Instagram Stories came out in August 2016 , I realized that I was only really following a handful of people on Snapchat. Finding a solution to Snapchat’s Innovator’s Dilemma. When Facebook has seemingly unlimited resources to innovate (or copy), it’s somewhat surprising that Snapchat hasn’t done more to fight to keep its users.

How To 0

How To Innovation Social Media Consumers 0

QuestionPro Audience

JANUARY 19, 2018

It’s estimated that Amazon’s investments in Seattle from 2010-2016 resulted in an additional $38 billion to the city’s economy. With industry knowledge, innovative tools, and purchasing power, QuestionPro Audience always meets the rigorous demands of our clients.

Study 230

Study Innovation System Meeting 230

Alida

OCTOBER 4, 2016

More recently, however, it’s embraced other innovative engagement activities. Vision Critical (@visioncritical) September 20, 2016. Schmied concurred, saying that evolving the engagement strategy helps maintain people’s interest. In the past, the university found success with newsletters, holiday cards and fun quizzes.

Engagement 250

Engagement Strategy Entertainment Exercises 250

QuestionPro Audience

JUNE 21, 2018

Between July and September 2017, the combined sales of the top six hard seltzer brands accounted for just under $60 million in sales, more than four times the amount sold during the same time frame in 2016. With industry knowledge, innovative tools, and purchasing power, QuestionPro Audience always meets the rigorous demands of our clients.

Consumers 223

Consumers Trends Industry Report 223

QuestionPro Audience

JUNE 22, 2018

Rover, which matches pet sitters with pet owners who need help taking care of their beloved pets, is growing rapidly, tripling net revenue in 2016 and 2017, and processing roughly one million bookings per month. App-based services offering pet sitting, dog walking and boarding are taking the industry by storm.

Industry 207

Industry Retail Technology Study 207

QuestionPro Audience

MARCH 2, 2018

Hidden Figures , the 2016 female-led drama, earned 6.8 With industry knowledge, innovative tools, and purchasing power, QuestionPro Audience always meets the rigorous demands of our clients. According to a new study from BBC , female-led films earn higher box office returns, despite typically lower production budgets.

Advertising 210

Advertising Culture Study Innovation 210

QuestionPro Audience

MAY 24, 2018

Now, the online privacy threats that Americans are most concerned about include having personal data stolen (86%), identity theft (85%) —up 10% since 2016, and downloading a virus (84%). With industry knowledge and innovative tools, QuestionPro Audience always meets the rigorous demands of our clients.

Consumers 207

Consumers Data Social Media Study 207

QuestionPro Audience

APRIL 6, 2018

ad agencies are not at risk of becoming obsolete, reportedly bringing in over $48 billion in 2016 and employing over 200,000 people, but the growth in this industry is slowing. With industry knowledge and innovative tools, QuestionPro Audience always meets the rigorous demands of our clients.

Advertising 207

Advertising Consumers Marketing Customer Journeys 207

NICE inContact

FEBRUARY 29, 2016

Enabling global innovation. The contact center is truly the front line in this battle. The top reasons we see many companies adopting the cloud : Achieving both customer experience and business goals. Driving new business models.

Contact Center 120

Contact Center Omni-Channel e-support Social Media 120

QuestionPro Audience

FEBRUARY 16, 2018

By 2016, spending nearly quadrupled to $62.75 With industry knowledge, innovative tools, and purchasing power, QuestionPro Audience always meets the rigorous demands of our clients. Currently, 68% of U.S. households own a pet, which equates to about 84.6 million homes. Our vet panel is one of a handful in the continental U.S.

Industry 199

Industry Trends Insurance Exercises 199

CX Journey

APRIL 5, 2017

It was published on their blog on June 7, 2016. In May 2016, I spoke at CallidusCloud Connections (C3); if you've never been to this event, be sure to check it out this year! Imitation is the death of innovation. When imitating, there's no need for innovation, right? Instead, competition drives innovation, and vice versa.

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

ijgolding

SEPTEMBER 15, 2016

There is no doubt that chatbots are here to stay, with tens of thousands of chatbots expected to be released in 2016. The post Prepare for the Chatbots – an example of Digital Customer Experience Innovation by Elena Lockett appeared first on IJ Golding. Contact us at jenny.bowles@fmoutsource.com, or call Jenny on (08708 610180).

Chatbots 0

Chatbots Examples Innovation Customer Experience 0

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

QuestionPro Audience

FEBRUARY 15, 2018

CAREGIVING The caregiving market is expected to reach $72 billion by 2020, according to a report from AARP , with a total spend on caregiving from 2016 through 2020 expected to reach $279 billion. With industry knowledge, innovative tools, and purchasing power, QuestionPro Audience always meets the rigorous demands of our clients.

Company 186

Company Travel Comparison Social Media 186

Customer Bliss

OCTOBER 17, 2018

Year & Day , an online tableware company founded in 2016, has thought long and hard about what today’s customers want, leading them to embrace simplicity of choice as their mission. You need to design products and services in a way that helps your customers achieve their goals. #CX CX #MakeMomProud Click To Tweet.

Leadership 231

Leadership Course Customers System 231

Alida

JUNE 29, 2016

Use the charts in Sparq to give stakeholders the customer intelligence they need to make better, faster decisions about your product innovation, customer experience or marketing strategy. We’ll be announcing more exciting additions to our software at the 2016 Customer Intelligence Summit. Create clarity.

Communication 140

Communication Data Innovation Analysis 140

Talkdesk

JANUARY 23, 2019

In 2016, Peloton faced a big challenge. Peloton chose Talkdesk for a variety of reasons, such as the ability to scale easily and quickly, and because Talkdesk is an innovative and forward-thinking company. “We We are looking for a partner, and we are looking for someone who has the same ideas as we do about innovation.

Innovation 76

Innovation Contact Center Software Consumers 76

ShepHyken

DECEMBER 26, 2016

While many follow his professional outputs and utilize them as best practices in business innovation, digital transformation, experience design and other initiatives, he does not spend much time burnishing his credentials. The post 5 Top Customer Service Articles For the Week of December 26, 2016 appeared first on Shep Hyken.

Chief Customer Officer 83

Chief Customer Officer Customer Service Lifetime Customer Loyalty 83

TechSee

APRIL 10, 2018

They recognize that technology is here to stay, and have made the strategic choice to embrace innovative technological solutions. Gartner reports that the worldwide customer management BPO market is expected to grow at a compound annual growth rate (CAGR) of over 5.2% (CAGR 2016 through 2021). Capturing the opportunity.

Call Center 139

Call Center Self Service Technology Competitive Advantage 139

Oracle

FEBRUARY 2, 2018

With millions of subscribers across the world and a breadth of data at their fingertips, streaming companies have started to make CX innovations and optimizations for end users. Let’s take a look at 3 customer experience innovations you can expect from video streaming services in 2018. billion by 2021. Get your goggles ready!

Innovation 81

Innovation Airlines Travel Advertising 81

QuestionPro Audience

OCTOBER 10, 2018

In 2016, $15.42 With industry knowledge, innovative tools, and purchasing power, QuestionPro Audience always meets the rigorous demands of our clients. In one study, 7 out of 8 patients with epilepsy that was resistant to drugs saw an improvement within 4 to 5 months of taking CBD. billion was spent solely in veterinary care, up 2.5%

Healthcare 170

Healthcare Trends Retail Study 170

QuestionPro Audience

APRIL 26, 2018

compared to 2016. With industry knowledge and innovative tools, QuestionPro Audience always meets the rigorous demands of our clients. While international tourism is growing at its fastest pace in seven years, the U.S. is experiencing its sharpest drop in foreign travelers since 2009. According to the U.S.

Travel 170

Travel Tourism Trends Study 170

Kayako

APRIL 18, 2016

As with Austin, we promise great speakers, the most innovative customer support topics and the chance to talk and learn with all attendees (and there’s always an after party!). Alp Ozcelik (@alplicable) April 16, 2016. Dustin John Bromley (@DustinJBromley) April 16, 2016. Kendall (@AcuityKendall) April 17, 2016.

Conference 120

Conference Innovation Industry Meeting 120