InMoment XI

MAY 4, 2022

Think about voice of the customer (VoC) for a moment, and how often feedback comes from a post-interaction customer satisfaction survey, whether it’s an automated phone call or email. 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.

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

Experience Investigators by 360Connext

MARCH 16, 2016

year attending the South By Southwest Interactive Festival in Austin, Texas, and yet again, it didn’t disappoint. 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.

Trends 110

Trends Customer Experience Consulting Customers 110

NICE inContact

MAY 9, 2017

As diligent managers and engineers of the Interactive Voice Response (IVR), we have a critical role in identifying and handling the tasks and subtasks that comprise the IVR. I want to share three keys for improving Interactive Voice Response for effectiveness. First, optimize repetitive subtasks.

Interaction 136

Interaction Abandon Rate Video Metrics 136

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. Launched in September 2015, MAX is a dynamic and context-sensitive interface which improves the agent experience with streamlined handling of contact center interactions, across all channels.

Net Promoter Score 120

Net Promoter Score Multi-Channel Contact Center Customer Experience 120

AWS Machine Learning

DECEMBER 4, 2024

The following figure illustrates the workflow from initial user interaction to final response. For more details on the user interaction flow, check out our associated GitHub repository. Prompt 2: Were there any major world events in 2016 affecting the sale of Vegetables?

Knowledge Base 95

Knowledge Base Sales Analytics Survey 95

BlueOcean

JULY 5, 2016

With social networks evolving at a breakneck pace, that leads us to the question at the root of this post: what is the state of social customer care in 2016 and beyond? Consider these statistics: Twitter reports that customer service interactions have increased 250% in the last two years. The Facts About Social Customer Care.

Customer Care 120

Customer Care Social Media Contact Center Entertainment 120

Experience Matters

SEPTEMBER 29, 2016

As you may know, Temkin Group labeled 2016 “The Year of Emotion” in its annual listing of customer experience trends. Because emotion drives loyalty. And yet, despite its significant impact on customer loyalty, organizations do not focus on emotion enough.

Contact Center 120

Contact Center Interaction Loyalty Trends 120

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

Comm100

JANUARY 14, 2016

As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. Still, many companies have been slow to adapt their websites and infrastructure to accommodate this technological growth – however, this will change significantly in 2016. billion PC users.) What does this mean for your company?

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

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 Focusing on customer interactions. billion in funding. The impact on customer experience must be a major consideration.

Customer Experience 193

Customer Experience Financial Banking Culture 193

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

ijgolding

FEBRUARY 20, 2017

Ultimately, customers the world over are struggling to know what to expect when they interact with businesses in most industries. Yet their research calculated that thanks to poor customer service during 2016, the financial cost to companies in the UK alone was costing companies over £37 BILLION!!! (

Customer Experience 208

Customer Experience Poor Customer Service Financial Return on Investment 208

Beyond Philosophy

FEBRUARY 14, 2020

One of the other ways social media changed our lives is in how we interact with brands. Conversational Commerce was conceived in 2016 by the inventor of the hashtag, Chris Messina. It describes how we interact with brands over several different channels in various ways, including social media.

Trends 195

Trends Technology Social Media Consulting 195

QuestionPro Audience

MARCH 30, 2018

increase from 2016. Additionally, the 2017 NCAA Tournament was the most-watched in 24 years , with an average of 9,325,000 million viewers, up 10% from 2016 (8,513,000). Wendy’s is running an interactive bracket on their social channels, with fans able to earn rewards and exclusive offers each week.

Brands 191

Brands Sports Advertising Social Media 191

GetFeedback

NOVEMBER 7, 2019

Constant online interaction and social media engagement has piqued our need for visual stimulation and trained us to assimilate more imagery than ever before. We call this new reality “ the visual economy ,” and in it, product imagery and interaction along the purchase journey is as important to consumers as the product itself.

Ecommerce 249

Ecommerce Social Media Competitive Advantage Study 249

Comm100

NOVEMBER 29, 2021

The survey results confirm the rapid shift toward interacting with customers through digital channels… Respondents are three times likelier now than before the crisis to say that at least 80 percent of their customer interactions are digital in nature.”. 70 per interaction. Live chat is at the core of this movement.

Trends 262

Trends Customer Service Chatbots Omni-Channel 262

Customer Bliss

AUGUST 1, 2017

While he’s been in customer-facing roles for about 25 years, he’s only been at Aon Hewitt since mid-2016. He joined his current employer, Aon, in mid-2016 charged with developing and executing a strategy that would deliver easy, effective and emotionally appropriate experiences to its retirement and investment fund members.

Customer Experience 0

Customer Experience B2C Retail Government 0

Kerry Bodine

MARCH 8, 2017

The second concept is limited to the interactions customers have with in-person employees in certain industries. 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. When someone in the U.S. Well guess what?

Chief Customer Officer 216

Chief Customer Officer Innovation Government Study 216

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. What does this tell us about the typical CSR you might interact with? Please download the full report for complete details.

Comparison 206

Comparison Customer Service Representative Contact Center Call Center 206

Comm100

NOVEMBER 29, 2021

The survey results confirm the rapid shift toward interacting with customers through digital channels… Respondents are three times likelier now than before the crisis to say that at least 80 percent of their customer interactions are digital in nature.”. 70 per interaction. Live chat is at the core of this movement.

Trends 227

Trends Customer Service Chatbots Omni-Channel 227

NICE inContact

DECEMBER 12, 2016

When I think about “great” service, I envision a customer interaction that required little customer effort, that was resolved on the first contact, by the first agent, and in which the agent served as a positive ambassador for the brand. As supervisors and managers, it is our jobs to coach and support agents through customer interactions.

Contact Center 185

Contact Center Customer Service Culture Interaction 185

C3Centricity

AUGUST 17, 2020

According to a Forrester report, 44% of B2C marketers are using big data and analytics to improve responsiveness to customer interactions. A 2016 Spencer Stuart survey shows data analysis and insights are one of the three main areas where CMOs need the most development as a leader.

Strategy 296

Strategy Customer Centricity Social Media Analysis 296

Uniphore

JANUARY 4, 2022

Analyze Analytics and insights from 100% of interactions across all channels. Umesh was globally recognized in 2016 as one of the ten ‘Next Generation Leaders’ by Time Magazine. Trust Frictionless agent verification. Assist Agent co-pilot with real-time call transcription and AI guidance that automates after call work. Learn More.

Contact Center 317

Contact Center Multi-Channel Innovation Customer Retention 317

C3Centricity

DECEMBER 3, 2018

According to a Forrester report, 44% of B2C marketers are using big data and analytics to improve responsiveness to customer interactions. A 2016 Spencer Stuart Survey shows data analysis and insights are one of the three main areas where CMOs need the most development as a leader.

Strategy 218

Strategy Poor Customer Service Social Media Analysis 218

ijgolding

OCTOBER 3, 2016

If used correctly, Customer Personas are critical in ensuring that everyone in the organisation knows WHO the different types of customer are that interact with it; and what their needs, wants and challenges are.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

ijgolding

NOVEMBER 1, 2016

In other words, interacting with most companies remains a little bit of a lottery – sometimes it works; sometimes it does not. 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. No Service. 3 phone calls.

Examples 120

Examples Customer Experience Sports Airlines 120

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

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. In 2015, 26 companies (that’s 5%) disappeared from the list. I’m no longer hesitant.

Omni-Channel 217

Omni-Channel System Case Study Leadership 217

Kayako

APRIL 12, 2022

Solution: Kayako’s Shared Inbox Solution creates a frictionless experience by unifying interactions from different sources like email, Facebook, Twitter, and live chat. After launching in 2016, Coinstop experienced extremely rapid growth. Before the free trial even ended, Quick Heal decided that Kayako was the right solution.

Case Study 287

Case Study Study Self Service Customer Service 287

Beyond Philosophy

FEBRUARY 17, 2020

Messina coined the phrase Conversational Commerce in 2016 to describe all the changes happening in the way we interact with customers in the consumer marketplace. Many times, these interactions surprised Messina. By 2016, he was right about his predictions following the JetBlue interaction.

Meeting 166

Meeting Social Media Call Center Multi-Channel 166

Kerry Bodine

JUNE 20, 2015

CXPA’s 2016 US Insight Exchange. May 3 – 4, 2016. Interactive Customer Experience Summit. Alibis for Interaction. March 21 – 23, 2016. June 8 – 10, 2016. Customer Success Association’s Customer SuccessCon Europe. October 8, 2015. Atlanta, Georgia. Event Producers. Customer Experience Summit.

Conference 120

Conference CEM Customer Experience Professionals Contact Center 120

NICE inContact

OCTOBER 5, 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. I left the customer service profession nearly 10 years ago, but several challenging interactions with customers have stayed with me.

Telecommunications 185

Telecommunications Policies Customer Service Representative Financial 185

Beyond Philosophy

FEBRUARY 21, 2020

This new way of creating meaningful interactions with your customers will build emotional engagement with your company, even though the entity doing it is not a human being. Conversational Commerce is a way to describe how customers interact with brands on social media and other channels to move them through the sales cycle.

Brands 158

Brands Social Media Chatbots Interaction 158

Customer Bliss

NOVEMBER 28, 2017

He shared that the company went through a big transformation in 2016, and after the transformation, they decided it would be beneficial to focus on customer experience. Get to the people down in the trenches, the service reps and managers – hear from them, what do they know and see when they interact with customers every day?

Culture 197

Culture Customer Centricity Customer Journeys Company 197

Beyond Philosophy

JUNE 22, 2017

It is critical to consider the “anatomy” of an interaction in a Customer Experience. The sheer number of things that occur in an interaction at the same time can seem astonishing. Understanding what happens when your team interacts with a customer and why it is an essential element to taking your Customer Experience to the next level.

Exercises 161

Exercises Interaction Loyalty Customer Experience 161

Comm100

APRIL 12, 2023

Since 2016, the United Kingdom’s National Health Service has enforced the Accessible Information Standard. Having a digital record of patient interactions can have other benefits too, like the ability to view live chat reports that demonstrate patterns in patient behaviours and outcomes. Accessibility is critical in healthcare.

Healthcare 246

Healthcare Video Communication Government 246

Kerry Bodine

AUGUST 13, 2015

It’s still seven months away, but I’m already getting excited for SXSW 2016. Thanks so much for your support, and we hope to see you in Austin in March 2016. It’s not even the only way they interact with YOU. As you might know, I have a passion for customer journey mapping —and I want to share it in Austin! We can help.

Customer Journeys 120

Customer Journeys Interaction Communication Tools 120