4 Technology Trends set to Improve Customer Experience in 2017
Uniphore
APRIL 6, 2017
As customers have more alternatives than ever, the businesses that win the battle of customer service gain a clear competitive advantage.
2017 Competitive Advantage Technology 
How to Lead a B2B CX Transformation Program—And Avoid Costly Mistakes
ECXO
MARCH 6, 2025
It is a comprehensive effort that goes beyond isolated fixes, requiring alignment of leadership, strategy, culture, technology, and processes around the goal of delighting the customer. Conversely, if competitive advantage comes from efficiency and scale, the CX strategy might focus on digitizing interactions for speed and ease.
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3 Customer Engagement Trends to Watch in 2017
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. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Start here.
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15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 1]
Lumoa
JANUARY 9, 2018
Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX Much of the improvement has been driven by advancements in product innovation and digital technology. Many organizations are currently enamoured with the promise of technology and big data.
3 Customer Engagement Trends to Watch in 2017
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. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Start here.
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3 Customer Engagement Trends to Watch in 2017
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. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Start here.
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Turning customer experience into competitive advantage
Eptica
OCTOBER 25, 2017
Date: Wednesday, October 25, 2017 Turning customer experience into competitive advantage. Published on: October 25, 2017. At a time when competition is ever-increasing, the experience that consumers receive is central to attracting and retaining their business, and therefore to the company bottom line.
Collaboration is what CCOs need to embrace
Customer Bliss
JUNE 15, 2017
This is from a new Digital Tonto article called “The Era of Mass Collaboration:” The truth is that today the possibilities of many technologies far exceed the ability of any one firm to capitalize on them. As Digital Tonto says, “extend capabilities through collaboration.”
Lesson #12 Revisited: Leadership Buy-In is the Lifeblood of VoC—AI Won’t Change That
PeopleMetrics
FEBRUARY 6, 2025
When I wrote Listen or Die in 2017, I emphasized that executive sponsorship is the single most important factor in VoC success. Its not technology, survey design, or even customer response ratesits whether someone at the top is taking CX seriously and making it a top priority within the organization.
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Why the retail apocalypse is really a renaissance, and what your company can do about it
Alida
SEPTEMBER 6, 2018
between 2017 and 2022. Meanwhile, IHL Group recorded a net increase of 4,000 new store openings in 2017—a far cry from a collapse. Understanding what customers really want is what will provide competitive advantage. Finally, consumers are feeling pretty good about the economy with 59.5%
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Top CX tips for delivering a ‘Branded Customer Experience’
Vonage
OCTOBER 2, 2017
Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes. Paul's Hotel. Find out more and register now.
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133 Top CX tips for delivering a ‘Branded Customer Experience’
Vonage
SEPTEMBER 15, 2017
Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes. Paul’s Hotel. Find out more and register now.
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267 Five strategies to improve customer experience in telecoms
TechSee
APRIL 10, 2019
In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX.
5 Top Customer Service Articles For the Week of November 20, 2017
ShepHyken
NOVEMBER 20, 2017
A customer service rep’s or salesperson’s memory, sometimes supported by data and technology, can be a competitive advantage. The post 5 Top Customer Service Articles For the Week of November 20, 2017 appeared first on Shep Hyken. My Comment: Personalization is a hot topic. Memory” can be a big part of that.
5 Top Customer Service Articles for the Week of September 4, 2017
ShepHyken
SEPTEMBER 4, 2017
Technology NPS Benchmarks by CustomerGauge. CustomerGauge) There are a hundreds of technology innovations clamouring for customer’s attention, yet only a few are dominating customers’ loyalty. Not only is it a competitive advantage for your business development team, it also is a great way to keep current customers happy.
19 Fundamental Customer Experience Stats for 2017
Clarabridge
JANUARY 4, 2017
Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. 48% of CX pros believe this focus gives them a competitive advantage 5. Most brands have not increased their CX budget from 2016 to 2017. As a discipline, customer experience is growing up. 1 Accenture.
What were the key CX trends in 2017?
Eptica
DECEMBER 20, 2017
Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.
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The Reasons Behind Tesla’s High Net Promoter Score
Retently
MARCH 29, 2023
With 805 Supercharger stations in 2017, Tesla’s interactive map illustrated its plan to expand them over the next few years. Tesla’s autopilot technology is a significant selling point for its vehicles. The technology has received positive customer reviews and helped differentiate Tesla from other automobile manufacturers.
Too Big To Care? Why Mega-Mergers Threaten Us
Beyond Philosophy
MAY 3, 2018
Airlines, technology, retail (on and offline), and even hospitals have been merging over the past twenty years. Fewer choices means providers require less attention to fostering a competitive advantage by providing an excellent, customer-centered experience. 16 January 2017. What CEOs want to Hear in 2017.”
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Top 50 Customer Service Leaders – Best Customer Experience Influencers
Storyminers
JULY 6, 2020
Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Barry Dalton. Bruce Temkin.
When this retail futurist speaks, Google, Walmart and Intel listen
Alida
JULY 13, 2017
The key to survival in the age of Amazon is customer experience, but few are doing it well enough to gain the necessary competitive advantage and are leaving their customers indifferent, according to the recent 2017 Global Customer Experience Trends report by Forrester Research.
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5 Top Customer Service Articles For the Week of January 8, 2018
ShepHyken
JANUARY 8, 2018
Retail customer experience gurus, leaders and experts shared their insight with Retail Customer Experience via email as 2017 ebbed to a close. My Comment: Would you want your customers to visit an outdated website or experience old technology and systems when interacting with your company? Of course, not!
Top 3 Customer Service Trends for 2019 [Infographic]
Provide Support
APRIL 26, 2019
Though 2019 year will not become the year if AI in customer service, the impact of technology and customer demand on it cannot remain unnoticed. Customer service now becomes a competitive advantage for many companies during the sales process. © 2003 - 2017 Provide Support LLC. Read more. Permalink | No comment.
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Customer Experience Challenges According to 15 CX Experts
Lumoa
OCTOBER 31, 2018
More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. Much of the improvement has been driven by advancements in product innovation and digital technology.
Top 50 Customer Service Leaders – Best Customer Experience Influencers
Storyminers
JULY 6, 2020
Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Barry Dalton. Bruce Temkin.
19 Fundamental Customer Experience Stats for 2017
Clarabridge
JANUARY 4, 2017
Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. 48% of CX pros believe this focus gives them a competitive advantage 5. Most brands have not increased their CX budget from 2016 to 2017. As a discipline, customer experience is growing up. 1 Accenture.
Augmented Reality Remote Assistance – The Complete Guide
TechSee
NOVEMBER 6, 2018
Augmented reality remote assistance is an emerging technology that enables brand agents and product experts to visually guide and collaborate with customers and field technicians. . The combination of these two technologies creates a powerful collaborative solution for remote guidance. What is augmented reality remote assistance?
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Top BOB Blog Posts for 2017: Data Science, Machine Learning and Customer Analytics Best Practices
Bob Hayes
DECEMBER 17, 2017
All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. These skill areas are: 1) subject matter expertise, 2) technology/programming and 3) statistics/math. I did my part this year to spread interest in analytics to more people.
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5 best practices for a successful business transformation
Talkdesk
FEBRUARY 27, 2020
Embarking on digital transformation is a transition that spans all aspects of an organization, including technology, strategy and culture. between 2017 and 2018. Because of this, it is not something that happens overnight, but rather takes thoughtful planning, preparation, coordination and support from all business stakeholders.
Abandon Rate 80
80 We analysed customer experience in banking and here's what we found: Part 1 - Established Banks
Chattermill
JUNE 27, 2017
by Oliver Preece on 28 Jun 2017. Here are the most important factors impacting customer experience in finance and how established banks can gain competitive advantage. Customer experience is the new competitive advantage for banks. Embracing new technology has a positive impact on customer experience.
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What To Expect From The BPO Industry In 2018
Magellan Solutions
MARCH 1, 2018
Despite slightly slowing in 2017, the Philippines maintains its position as the fastest growing country among the emerging economies in the Southeast Asian region. percent target for 2017. However, IBPAP president Rey Untal assured that moving to higher level industries will give Filipino BPO workers a competitive advantage.
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4 Energizing Revelations for the Utilities Industry
North Highland
MAY 17, 2019
Autonomous mobility/smart city planning is unique for utilities as it’s seen as a competitive advantage if achieved; interestingly, it is also considered the most affordable initiative. D&A is also viewed as a competitive advantage but seen as costlier than autonomous mobility/smart city planning.
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Top BOB Blog Posts for 2017: Data Science, Machine Learning and Customer Analytics Best Practices
Bob Hayes
DECEMBER 17, 2017
All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. These skill areas are: 1) subject matter expertise, 2) technology/programming and 3) statistics/math. I did my part this year to spread interest in analytics to more people.
Analytics 40
40 State of Analytics In Customer Programs: Customer Loyalty Focus, Machine Learning Adoption and the Data Science Skill Gap
Bob Hayes
SEPTEMBER 18, 2017
Only 32% of respondents are satisfied with their company's use of analytics to create a competitive advantage. Data were collected from January to March 2017. Creating a Competitive Advantage with Analytics. The use of multiple survey methods is the most common practice across companies (80% of companies).
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113 Why I love the Grace Hopper Celebration – and you should too!
Thematic
OCTOBER 13, 2019
GHC is run by the Anita.B.org, whose mission is to increase the impact of women on all aspects of technology, and are working to achieve equal representation of women in tech by 2025. Because women have been left out of the process of envisioning and building the technology that is changing so many parts of our lives. It’s a joke!
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5 best practises for a successful business transformation
Talkdesk
FEBRUARY 27, 2020
Embarking on digital transformation is a transition that spans all aspects of an organization, including technology, strategy and culture. between 2017 and 2018. Because of this, it is not something that happens overnight, but rather takes thoughtful planning, preparation, coordination and support from all business stakeholders.
Abandon Rate 60
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What are the Strategic Advantages of IT Outsourcing?
Magellan Solutions
FEBRUARY 5, 2024
Discovering the secrets of success lies in understanding the game-changing advantages of information technology (IT) outsourcing. IT outsourcing is when a company hires outside vendors to handle technology operations and tasks. Let’s explore the advantages of IT outsourcing. Did you know? Let’s get into it!
Customer-Centric Marketing: Step-Up Performance
ClearAction
OCTOBER 25, 2018
Marketers put themselves in the customers’ shoes to serve customers better, thus building a long-term, sustainable competitive advantage.” Connect technologies for real-time transparency: How many technologies do we use to bring all our physical and digital consumer communications to market?
CX Apps Making Air Travel More Comfortable
Oracle
AUGUST 14, 2019
Thanks to the proliferation of new technology in the form of artificial intelligence (AI) , internet of things (IoT) sensors, and connected smart buildings , there’s an innovation opportunity to take better care of people while traveling. Here are 3 technologies to watch in this space. Predictive maintenance.
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45 How to make your organization truly customer centric
Eptica
NOVEMBER 8, 2017
Date: Wednesday, November 8, 2017 How to make your organization truly customer centric. Published on: November 08, 2017. Consumer expectations are always rising, competition is increasing and technology is always moving forward. So you can’t stand still. Share this page on: Tweet.
Strategy, Meet Structure: How Minnesota Healthcare Organizations Will Succeed in the Era of Evolving Customer Expectations
West Monroe
NOVEMBER 20, 2019
As we saw with the October 2018 launch of Allina’s customer experience center in Coon Rapids and Fairview Health’s recent push to leverage technology to enhance their patient experience, Minnesota healthcare organizations are making significant investments in strategies focused on customer experience.
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45 How Customer Experience Will Develop in the Future
CSM Magazine
MAY 11, 2018
The evolution of technology over the past five years, in particular, has allowed customer service teams to expand their capabilities, especially through online services. Regardless of business size, new technology abilities are reinventing the customer service parts of businesses to become more efficient and more successful.
Our Newly Redesigned Services: Why the Change?
Education Services Group
JUNE 15, 2020
In any line of work, the best in the business are constantly pushing themselves to get better, to evolve and adapt faster, both as a competitive advantage and as a way to anticipate the needs of their marketplace. If you are succeeding, why not just keep going as-is? Virtual Customer Success Managers.
Top 150 Global Customer Experience Thought Leaders and Influencers of 2020
SurveySensum
JULY 14, 2020
A Customer Experience Thought Leader and Influencer, Mila Widyani is a dynamic professional who strongly believes that CX is the key to driving a sustainable competitive advantage in today’s economy. Mila Widyani – Head of Customer Experience at CIMB Niaga. LinkedIn : [link]. Website : [link].
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