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

Avaya

JUNE 7, 2016

Platform innovation allows companies to disrupt the status quo for their business, their industry. Amazon, Zappos, Google, Uber are just a few of the success stories that embrace platform innovation and launched massive disruptions. The platform we created for business communications innovation is Avaya Breeze ™.

Innovation 40

Innovation Self Service Contact Center Customer Satisfaction 40

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

DECEMBER 10, 2015

I had never attended a conference solely focused on healthcare, so I learned a lot about what innovative healthcare systems are doing to improve the patient experience. The post 5 Ways to Improve the Patient Experience in 2016 appeared first on Customer Experience Consulting. Healthcare […].

Healthcare 88

Healthcare Conference Consulting Innovation 88

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

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

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

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

CSM Magazine

DECEMBER 15, 2015

Twelve organisations have been shortlisted to win the 2016 Customer Contact Innovation Awards. The Finalists’ submissions represent a broad spectrum of topics but with a significant theme in common, that innovation is achieved by often disparate teams working effectively together in pursuit of a clearly defined strategic goal.

Innovation 40

Innovation Conference Social Media Banking 40

Interactions

SEPTEMBER 27, 2019

Tech enthusiast and Interactions CMO Jim Freeze kicks off his deep exploration of AI with innovation expert Rob Atkinson. They discuss the history of innovation, apprehension around AI at work and the importance of education and training in AI adoption. Here are five key takeaways: . School systems need to change with the times. .

Innovation 63

Innovation Government Course Policies 63

Natalie Petouhof

JANUARY 24, 2016

Tweet DMN and The Hub have combined forces this year to present the Marketing&Tech Innovation Awards, which honor the most innovative strategies, platforms, and people in marketing today. Analytics Innovation. Content Marketing Innovation. Email Marketing Innovation. Mobile innovation. Social innovation.

Innovation 40

Innovation Marketing Social Media Omni-Channel 40

CSM Magazine

SEPTEMBER 26, 2024

Launched in 2019, ACI’s customer experience accreditation program evaluates customer experience management and service innovations at airports to enhance the overall passenger experience.

Customer Experience 52

Customer Experience Exceptional Customer Service Travel Innovation 52

Uniphore

JANUARY 4, 2022

At Uniphore Converse 2022, enterprise executives from CX to Sales will learn the latest innovations in automation, conversational AI and emotion intelligence. Be the first to learn about the latest innovations in automation, conversational AI and emotion intelligence. Learn from Industry Experts. Mark Smith Analyst, Ventana Research.

Contact Center 317

Contact Center Innovation Multi-Channel Customer Retention 317

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

iPerceptions

JUNE 3, 2016

It has been another eventful month for customer experience innovations and advancements. So let's dive right into it and look some of the biggest customer experience stories and trends for May 2016. There is a lot to process from the month of May.

Customer Centricity 48

Customer Centricity Trends Innovation Customers 48

Forrester

NOVEMBER 11, 2015

In 2016, it will be among the top 10 critical success factors determining who will win and who will fail in the Age of the Customer. Predictions 2016. In 2015, customer experience (CX) rose to the number one priority for business and technology leaders. Read more Categories: CX. Customer Experience.

Innovation 40

Innovation Customer Experience Customers Technology 40

Amity

DECEMBER 19, 2016

We know there's a lot out there, so we decided to put together a list of some of our favorite posts from 2016. Customer Success News and Innovation: Using Software and Savvy to Create Relationship Intelligence by Jeremie Bacon. Why Innovative Companies Are Investing In Customer Success by Mark Silver. Want to contribute?

Customer Success 0

Customer Success Innovation Software Management 0

CX University

SEPTEMBER 11, 2018

In 2016, they lost 340 patent examiners, allowing them to boast a 96% retention rate. The organization is also one of the only branches of government that pays its own bills, earning over $3 billion in revenue annually to support its staff and costs while providing vital services to the US innovation economy. Gartner: Stamford, CT.

Management 209

Management Employee Engagement Government Engagement 209

OpinionLab

NOVEMBER 1, 2016

3) CX innovation is accelerating. To cut through the hype, several major brands discussed how they assess CX innovation. Amazon’s advice when innovating: don’t be afraid to fail. OpinionLab customer Expedia provided an overview of their future lab where they are doing some cutting edge work to innovate in the digital space.

Innovation 60

Innovation Return on Investment Airlines Study 60

OpinionLab

NOVEMBER 1, 2016

3) CX innovation is accelerating. To cut through the hype, several major brands discussed how they assess CX innovation. Amazon’s advice when innovating: don’t be afraid to fail. OpinionLab customer Expedia provided an overview of their future lab where they are doing some cutting edge work to innovate in the digital space.

Innovation 60

Innovation Return on Investment Airlines Study 60

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

OpinionLab

AUGUST 23, 2016

Each omnichannel retailer that presented and I spoke to seem to be tackling this test head on but in a slightly different way – with lots of innovation in evidence. This innovation isn’t going to stop and the industry seems surer than ever that – despite isolated scare mongering from outside – the store is far from dead.

Customer Journeys 60

Customer Journeys Apparel Omni-Channel Retail 60

Talkdesk

MAY 17, 2016

Opentalk 2016 is upon us. Happily, we’re diligently reporting on all the happenings and learnings at Opentalk 2016. 5 Ways to Spend the Weekend in SF Before Opentalk 2016. Zuora CEO Tien Tzuo Shares Insights at Opentalk 2016. Exciting Talkdesk Product Announcements at Opentalk 2016. May 17th is finally here!

Social Media 40

Social Media Omni-Channel Conference Call Center 40

Tricia Morris

MARCH 4, 2016

At Microsoft, and most absolutely with our customer service technology, we take these words to heart as we continue our consistent growth and progress among a steady stream of early 2016 award wins which now includes the 2016 CRM Magazine Service Leader Awards. ———-.

CRM 40

CRM Innovation Technology Customer Service 40

InMoment XI

MAY 4, 2022

In a 2016 post Talkdesk , a provider of call center solutions, reported the yearly turnover as 30-45%, double or triple that of all U.S. At the heart of our company is a phenomenal leadership team that has created a culture where people work hard, care about each other, are innovative, and fun to be around. industries in 2013.).

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

transcosmos Information Systems

MAY 23, 2016

Here are notable statistics to take note of if you’re considering IT outsourcing for your company or are still unsure of whether to pursue it or not for this quarter of 2016: 1. In fact, if you’re looking for tech innovation, outsourcing will guarantee your business’ needs for it. Computer Economics. Whitelane Research.

Infographics 81

Infographics Healthcare Trends Financial 81

Amity

FEBRUARY 2, 2016

The Best Customer Success Resources of 2016. ” Subscription models, like those used by Software-as-a-Service (SaaS) companies, create a much lower barrier for entry for customers and allow for much higher adoption rates of new and innovative services. February 9-11 - SaaStr Annual 2016. May 10-12 - Pulse 2016 Conference.

Resources 80

Resources Customer Success Customers Customer Retention 80

Talkdesk

MAY 6, 2016

It promises to bring together today’s greatest CX innovators and customer-centric business leaders to discuss the future of customer communication. Our blog has run down a partial list of the amazing speakers at Opentalk 2016 and written individual announcements of others. In 2016, our product release cadence has reached fever pitch.

Call Center 40

Call Center Innovation Customer Centricity Software 40

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

Currency Alliance

DECEMBER 20, 2022

One important thing we have noticed in the past two years is that the innovation team, the Head of Digital, or people with similar titles, have broader responsibility for CX across channels. Brands innovate around digital CX as an effective loyalty driver. An increase in fraud drives innovation around fraud prevention.

Loyalty 52

Loyalty Trends Innovation Loyalty Programs 52

Tricia Morris

DECEMBER 18, 2015

It’s easy when you’re asked about trends to talk about an innovative technology or feature you know is going to create a buzz. The insights collected from the individuals above for 2016 are an interesting mix with a fantastic focus on people. Jeanne Bliss: Chief Customer Officer Author and CXPA Co-founder.

Trends 40

Trends Chief Customer Officer Customer Service eBook 40

BirdEye

FEBRUARY 2, 2023

About Cube Founded in 2016, Cube Online is Australia’s leading customer experience platform and it helps thousands of local brands and businesses be found online, generate reviews, monitor and post on social media, and holistically view all customer touchpoints. We want to increase that 10x to serve 1M businesses and 1B consumers.

Social Media 98

Social Media Innovation Touchpoint Culture 98

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

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

Alida

SEPTEMBER 20, 2017

Growth in customer experience (CX) innovation has flatlined, and it’s likely you’re on the wrong side of the widening gap. The report found the CX leadership gap is the result of either stagnant or declining CX improvements between 2016 and 2017 as, generally speaking, CX quality worsened. On average, losses were, bigger than gains.

Leadership 227

Leadership Insurance Airlines Hotels 227

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

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