C3Centricity

APRIL 17, 2019

Some say California is the centre of internet marketing; the San Francisco area for technology and San Diego for marketing. This post is an updated version of an article which first appeared on C3Centricity in April 2016. The post How Marketers Can Benefit From More Than Technology: Modern Marketing appeared first on c3centricity.

Marketing 200

Marketing Technology Customer Centricity Conference 200

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

QuestionPro Audience

JUNE 22, 2018

Pet technology is a category that is growing at a rapid pace, with no signs of slowing down. It is expected to generate $233 million in 2018, marking an 18% increase from 2017, according to a study by the Consumer Technology Association. Dog owners and cat owners have more in common than they would admit.

Industry 207

Industry Retail Technology Study 207

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

FEBRUARY 15, 2018

and they are the fastest growing segment of technology consumers. Whereas millennials consume the trending technology and move on to the next, baby boomers are different. Baby boomers control 70% of disposable income, and smart companies are adapting technology to appeal to them. TRAVEL 84% of boomers book their travel online.

Company 186

Company Travel Comparison Social Media 186

QuestionPro Audience

FEBRUARY 16, 2018

By 2016, spending nearly quadrupled to $62.75 Pet owners are using this technology to monitor their pets’ health. Currently, at least 8 Colleges of Veterinary Medicine are incorporating 3D printing technology into their programs, due to the excitement surrounding this cutting-edge technology. Currently, 68% of U.S.

Industry 199

Industry Trends Insurance Exercises 199

Kerry Bodine

MARCH 8, 2017

They’re not referring to the food, drinks, décor, or cleanliness — and they’re certainly not thinking about the systems of people, processes, and technologies that enable the restaurant to serve customers every day. In short, there’s zero recognition that the entire restaurant is a service in and of itself. People are scared of “design.”.

Chief Customer Officer 216

Chief Customer Officer Innovation Study Government 216

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. Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

QuestionPro Audience

JANUARY 19, 2018

The list of finalists surprised many, as it included locations that aren’t thought to be technology havens, such as Columbus and Indianapolis, and rejected applications from Detroit, Phoenix, and San Diego. It’s estimated that Amazon’s investments in Seattle from 2010-2016 resulted in an additional $38 billion to the city’s economy.

Study 230

Study Innovation System Meeting 230

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

QuestionPro Audience

MAY 24, 2018

When surveyed, Amazon was the most-trusted technology company at 30%, followed by Google (27%), Apple (22%), Microsoft (22%) and Facebook (19%). 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%).

Consumers 207

Consumers Data Social Media Study 207

Michelli Experience

MARCH 11, 2016

Mobile technology has reached unprecedented levels on innovation. Products like Google Cardboard are revolutionizing virtual reality, and yearly location-based innovations are creating astounding utility. In 2016, mobile marketing will be a must-have by many businesses. Six: The Numbers Don’t Lie.

Technology 100

Technology Company Marketing Loyalty Programs 100

NICE inContact

FEBRUARY 29, 2016

Customer experience is rapidly evolving for organizations of any size, a result of the proliferation of digital channels and social media, mobile technology, the need to reduce customer churn and to increase loyalty of consumers. Enabling global innovation. The contact center is truly the front line in this battle.

Contact Center 120

Contact Center Omni-Channel e-support Social Media 120

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

TechSee

JULY 20, 2021

In the medical technology field, manufacturers must provide medical device support for their products across a wide range of settings, including hospitals, urgent care centers, physicians’ offices, nursing homes, mobile units, and even individual homes. And for good reason. compared to only 1.8% for hospitals with low patient ratings.

Healthcare 207

Healthcare Hospitality Call Center Guidelines 207

ijgolding

SEPTEMBER 15, 2016

Chatbots – computer programs that mimic conversations with users by using artificial intelligence (AI) – are the latest technology trend to hit the webchat world. There is no doubt that chatbots are here to stay, with tens of thousands of chatbots expected to be released in 2016.

Chatbots 0

Chatbots Examples Innovation Customer Experience 0

Alida

OCTOBER 26, 2017

Among other things, health care lags behind retail, hospitality and other industries in delivering innovation and a better customer experience. According to a 2016 Vision Critical study , 58 percent of millennials turn to Google for health and nutrition information. The technology factor. Here’s why. The cost factor.

Industry 188

Industry Insurance Study Hospitality 188

C3Centricity

SEPTEMBER 24, 2017

I was giving a talk earlier this month in which I mentioned that technology is an enabler not a disruptor of business today. During the presentation at BPW I talked about the fact that technology is seen as the disruptor in business today, but it isn’t. Source: Marco Pacheco Executive Director JP Morgan. What do you think?

Technology 120

Technology Transportation Customer Centricity Entertainment 120

transcosmos Information Systems

MAY 23, 2016

IT outsourcing is a big player within the technology industry. 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. Computer Economics. Computer Economics. Computer Economics. Whitelane Research.

Infographics 81

Infographics Healthcare Trends Financial 81

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. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Here are three key trends to watch: 1.

Trends 153

Trends Customer Engagement Engagement Contact Center 153

QuestionPro Audience

OCTOBER 10, 2018

The pet industry has seen changes like the popularity of grain-free food and pet technology. In 2016, $15.42 With industry knowledge, innovative tools, and purchasing power, QuestionPro Audience always meets the rigorous demands of our clients. Now, the focus is on CBD oil for pets.

Healthcare 170

Healthcare Trends Retail Study 170

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

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

Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. The “smart” technology that revolutionized our cell phones is finding its way into just about everything: medical devices, baby monitors, smoke detectors, thermostats, running shoes, even cows. The researchers at Gartner estimate that nearly 12.5

Customer Engagement 133

Customer Engagement Omni-Channel Engagement Self Service 133

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

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. . For this reason, an increasing number of businesses are incorporating innovative methods of collecting feedback to deliver improved customer-driven approaches.

eBook 206

eBook Video Training Examples 206

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

Talkdesk

JANUARY 23, 2019

Peloton is using technology to reinvent fitness with their mission to bring fitness to anyone, anywhere, at any time. 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

Innovation 76

Innovation Contact Center Software Consumers 76

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. This meteoric pace of innovation birthed new and innovative solutions for modern contact centers, finally coming to a crescendo with the advent of artificial intelligence (AI).

Trends 195

Trends Self Service Contact Center Omni-Channel 195

Alida

DECEMBER 22, 2016

presidential election, we’re entering the new year with a global geopolitical landscape that’s more uncertain and potentially more disruptive to businesses than 2016. Platforms that enable companies to make better business decisions will gain influence in the marketing technology space. Impressive innovations in offline retailing.

Trends 0

Trends Social Media Advertising e-support 0

Customer Bliss

JULY 11, 2017

Catherine Courage is currently the VP of Ads and Commerce User Experience at Google, where she’s been since October 2016. She advocates a design-thinking approach, which focuses on customer empathy, experimentation, design, and innovation. Episode Overview. Don’t necessarily just pitch the role.

Leadership 0

Leadership Customer Experience Report Innovation 0

Customer Bliss

JULY 4, 2017

They won CX Innovation Awards in both 2015 and 2016, so he seemed like a great person to bring on and discuss what he’s doing with his team — and how/why. Sandy Spring Bank received the 2015 CX Innovation Award given to the top 5 organizations globally by the Customer Experience Professionals Association. About Mark.

Banking 143

Banking Leadership Net Promoter Score Customer Journeys 143

QuestionPro Audience

JUNE 11, 2022

Random device engagement (RDE) is an innovative method of conducting research that uses a respondent’s unique identifier as the keystone of their participation. 2016) who used the Cooperative Congressional Election Study (CCES), which interviewed 1,068 respondents via RDDs during the 2008 presidential election cycle.

Engagement 195

Engagement Advertising Social Media Survey 195

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: . AI won’t destroy more jobs than it creates. .

Innovation 63

Innovation Government Course Policies 63

Alida

NOVEMBER 10, 2016

A 2016 study by the advisory firm Temkin Group, for example, found a strong correlation between NPS data and customer loyalty. The instant we have a technology to minimize surveys, I’m the first one on that bandwagon,” he recently told Bloomberg. NPS isn’t just a predictor of growth—it’s also an indication of repeat business.

Net Promoter Score 208

Net Promoter Score NPS Effort Score How To 208

Vonage

DECEMBER 10, 2015

These life frustrations are inevitable parts of our technological world. However, as with any new technology, not everyone is thrilled for new AI devices. In 2016, AI researchers aim to remove more and more of the monotonous tasks we’d rather not do and free up more creative and innovative positions.

Data 120

Data Technology Report Innovation 120

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