Experience Matters

DECEMBER 15, 2015

With this post, I’m declaring 2016 “ The Year of Emotion.”. We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016. In 2016, we expect this consumer behavior to push more companies to break apart their offerings into bite-sized pieces.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

TechSee

APRIL 10, 2018

As businesses increasingly realize that leveraging the power of technology creates a clear competitive advantage, the future of the BPO industry has become dependent on its willingness to adopt new growth and BPO technology trends that will serve as a value multiplier for their offerings. BPO Technology trends: Blessing or Curse?

Call Center 140

Call Center Self Service Technology Competitive Advantage 140

Kayako

JANUARY 7, 2016

We looked back with our best posts from the customer support community in 2015, now we’re looking forward with predictions for 2016. We’ll be covering these areas throughout 2016 so be sure to subscribe to our blog newsletter to stay at the top of your support game this year. 2016 is an exciting year for support. They want now!

Self Service 84

Self Service Social Media Trends Customers 84

SuiteCX

DECEMBER 22, 2015

8 Customer Experience Predictions for 2016. December 20, 2015 Customer Experience Management: 8 Customer Experience Predictions for 2016 As we move into a new business year, promising to be the most CX-­‐focused ever, we wanted to share some key predictions that we believe will come to pass: 1. suitecx ©2015, suitecx Inc.

Customer Experience 100

Customer Experience CEM Social Media Customer Journeys 100

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

Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Not only have digital interactions gained substantial ground in 2016, but digital interactions, like chat, email, social media, SMS, etc.,

Contact Center 100

Contact Center Report Banking eBook 100

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

Michelli Experience

DECEMBER 30, 2015

Here are my 6 commitments for 2016, I will be asking you to share your targets at the end of this post: Show-up : Surely, you have run across people who perpetually make excuses or you’ve had interactions with those who seem to be in a constant state of “trying.” It is through “otherness” and service that we matter!

Social Media 100

Social Media Government System 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

Oracle

APRIL 22, 2019

This technology places intangible objects alongside real-world ones, with the combo of a headset or mobile device’s camera, sensors, and a specially-crafted app making this whole magic come alive in real time. So what is AR technology? Augmented reality has since evolved into a much more sophisticated, affordable technology.

Technology 106

Technology Tourism Telecommunications Automotive 106

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 210

Marketing Technology Customer Centricity Conference 210

Magellan Solutions

MAY 3, 2016

IBPAP delegation to CeBIT Australia 2016. Magellan Solutions was part of the IBPAP (Information Technology and Business Process Association of the Philippines) delegation to CeBIT Australia 2016 in May 2-4 2016 at Sydney Olympic Park. Sitel Philippines Corporation, Startek, Spi Global, TaskUs Inc., Contact us today.

Contact Center 63

Contact Center Ecommerce Healthcare Financial 63

SuiteCX

JANUARY 21, 2016

Here are some practical tips to help you be more productive in 2016. How to Get a Deeper Understanding of Your Customers for 2016. December 20, 2015 Customer Experience Management: How can you get a deeper understanding of your customers for 2016? Here are some practical tips to help you be more productive in 2016.

Customer Journeys 100

Customer Journeys Customer Centricity Leadership Social Media 100

Natalie Petouhof

DECEMBER 13, 2016

Tweet Using data from NCWIT , Anita Borg Institute and Deloitte , the report evaluates whether there have been any improvements for women in tech in 2016 and what this means going forward. Industries outside of technology have employed more women software engineers than the tech industry have.

Study 40

Study Technology Leadership Report 40

PK

FEBRUARY 20, 2020

However, this technology brings a new challenge: threats to cybersecurity present an issue that rail companies must address. In the freight rail industry, automation technology has provided a pathway to improve railway inspection processes. The post Trends in Rail Technology appeared first on PK.

Trends 59

Trends Technology Travel Study 59

Connective DX

FEBRUARY 20, 2020

However, this technology brings a new challenge: threats to cybersecurity present an issue that rail companies must address. In the freight rail industry, automation technology has provided a pathway to improve railway inspection processes. The post Trends in Rail Technology appeared first on PK.

Trends 59

Trends Technology Travel Study 59

NICE inContact

DECEMBER 14, 2016

Success Depends On More Than Just Technology. You’re implementing a new technology solution – great! A 2016 study indicated that the majority of contact center agents have 5 or more years of experience and plan to stay for the long-haul. Engage Key Players Early To Become Change Champions. And we shouldn’t blame them!

Contact Center 138

Contact Center Technology Management Training 138

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

Clarivate

NOVEMBER 8, 2022

Moderna recently initiated a patent lawsuit against Pfizer and BioNTech, claiming the companies stole components of their mRNA technology (an allegation Pfizer and BioNTech forcefully deny). . RNA technology activity is concentrated in the United States and Mainland China , with Mainland China-based companies having surpassed their U.S.

Technology 52

Technology Company Advertising Innovation 52

ECXO

JULY 8, 2024

Enhancing Tech Adoption through Exceptional Design Introduction Originally posted at: [link] In the rapidly evolving landscape of technology, digital product design has emerged as a critical factor influencing adoption rates and overall customer experience. N26’s user base expanded from 500,000 in 2016 to over 5 million in 2020.

e-support 156

e-support Financial Case Study User Experience 156

Calabrio

SEPTEMBER 21, 2016

The contact center as profit driver: it keeps popping up on lists of top business trends for 2016. Fortunately, new technologies now provide intuitive functionality for harnessing the power of these customer voices. The post How Analytics Technology is Changing the Contact Center appeared first on Calabrio. Are you listening?

Contact Center 100

Contact Center Analytics Technology Customer Voice 100

CustomerGauge

JUNE 8, 2017

SAP achieves an NPS score of 19 for 2016, Securus Technologies completes fourth year of using NPS and many more stories… Enjoy today’s Net Promoter News roundup! The post Net Promoter® News: SAP, Securus Technologies and NPS Targets appeared first on CustomerGauge. SAP Continues […].

NPS 84

NPS Technology Company 84

iPerceptions

MARCH 24, 2016

One of the main drivers of this evolution is the exponential rise and domination of marketing technologies. Marketing has evolved. It is now more sophisticated, targeted and data-driven than ever before.

Technology 59

Technology Marketing Data 59

iPerceptions

FEBRUARY 3, 2016

It's a new year, and the first month of 2016 has already seen a lot of interesting developments in the world of customer experience technology and strategy. CX strategists and advocates will want to know where things are headed as 2016 moves along, so here are a few of the biggest headlines and discoveries thus far.

Customer Centricity 48

Customer Centricity Customers Technology Strategy 48

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

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. Visual search.

Ecommerce 87

Ecommerce Technology Social Media Chatbots 87

Amity

FEBRUARY 2, 2016

The Best Customer Success Resources of 2016. February 9-11 - SaaStr Annual 2016. Customer Success Summit 2016 promises 2 days of interactive sessions, practitioner best practices and networking to master the business of customer success. May 10-12 - Pulse 2016 Conference. March 11 - The State of Customer Success 2016.

Resources 80

Resources Customer Success Customers Customer Retention 80

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

iPerceptions

MARCH 4, 2016

Now that the second month of 2016 has come to a close, the year's customer-centric trends and developments are beginning to take form. Let's take a closer look at what February had to offer in terms of the customer experience , from technology to strategy and everything in between.

Customer Centricity 48

Customer Centricity Trends Customers Technology 48

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.

Infographics 81

Infographics Healthcare Trends Financial 81

ShepHyken

OCTOBER 3, 2016

Now he turns to wearable technology (the Apple Watch) to take the guest experience to the next level. The post 5 Top Customer Service Articles For the Week of October 3, 2016 appeared first on Shep Hyken. He’s constantly trying new ideas and pushing the envelope to achieve better experiences for both his employees and guests.

Airlines 124

Airlines Customer Service Infographics Customer Retention 124

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

Maz Iqbal

DECEMBER 15, 2016

2016 has been a year where I have worked both on strategy and operations. … Continue reading "State of Customer: What I Learned During 2016".

CRM 59

CRM Strategy Sales Customers 59

Forrester's Customer Insights

JANUARY 7, 2021

Since the earliest days of Forrester’s coverage of account-based marketing (ABM) in 2016, we made sure to emphasize that while ABM is a strategy and not a technology, it’s also a strategy that has been revitalized and made more scalable by a range of new technology solutions. And while we noted in a New Wave™ […].

Technology 40

Technology Strategy Marketing B2B 40

Currency Alliance

MAY 9, 2022

We explain how the technology differs from legacy solutions, and how an API-first approach solves the specific business challenges and enables the marketing goals that it was built to achieve. . The last two are possibilities enabled by such a platform, which would be significantly more difficult with legacy technology.

Loyalty 52

Loyalty Technology Loyalty Programs Multi-Channel 52

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