InMoment XI

MAY 4, 2022

However, the study’s 2017 findings, titled “ Work Redefined: A New Age ” focused on what companies can do to inspire loyalty: “With so much change, employees are looking for more stability, protection, and a safeguard against disruption. Metlife had similar findings in its 2011 Annual U.S. Give Employees the Time They Need.

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

NICE inContact

MAY 12, 2017

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. In 2017, it became increasingly clear that tracking a customer’s journey needs to be part of a broader corporate imperative to coordinate marketing, selling, service and customer care. And I ought to know.

Contact Center 120

Contact Center Connections Conference Case Study 120

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.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

Kerry Bodine

JANUARY 23, 2017

When I recently met with a group of three dozen cross- industry customer service, operations, and technology professionals, most of their eyes lit up when I mentioned journey maps—and several couldn’t wait to tell me about the maps they’d developed themselves. How must existing interactions evolve? Because it’s not about the maps.

Customer Journeys 168

Customer Journeys Exercises Touchpoint eBook 168

Beyond Philosophy

DECEMBER 25, 2017

So, celebrate your successes for 2017 but prepare for new challenges in 2018. As the hustle and bustle of 2017 come to a close, here is a list of our top ten Customer Experience concepts to get your new year off to an emotionally engaging start. Case Study: Enhance Your CX With This Technology.

Net Promoter Score 119

Net Promoter Score NPS Advertising e-support 119

PeopleMetrics

FEBRUARY 11, 2025

Back in 2017, I wrote about the critical importance of communication in Voice of Customer (VoC) programs. The Core Message Still Stands - With a Technological Boost I wrote then that "communication is the next make-or-break element of a successful VoC program," and this remains true! But now, AI has become our communication superpower.

Voice of Customer 77

Voice of Customer Communication Effort Score NPS 77

CloudCherry

JULY 25, 2018

The MIT Technology Review: Getting To Iconic report is based on surveys conducted with over 550 business executives at global firms—including retail, IT, logistics, healthcare, IT, and more— in over 30 countries between May and July 2017. Optimizing technology. Likelihood to use leading-edge technology solutions.

Technology 170

Technology Brands Customer Experience Omni-Channel 170

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. Ready for 2017 and beyond? Start here.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

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. Ready for 2017 and beyond? Start here.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

C3Centricity

OCTOBER 22, 2020

As claimed by Thales , 75% of US retailers have experienced a data breach, 50% in the last year, up from 19% in 2017. Despite this high level and mistrust, one thing shoppers do agree on is that technology has made things better for them. Eight in 10 say that they’ve had better interactions as a result of these technology investments.

Retail 357

Retail Advertising Course Survey 357

TechSee

DECEMBER 5, 2017

Recognizing that continuously adding quality agents simply does not add up financially, more and more companies are turning to technology in order to scale quality support. Lithium is a privately held company headquartered in San Francisco, and was named a Leader in The Forrester Wave: Social Media Management Solutions, Q2 2017.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116

TechSee

JUNE 25, 2019

of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. As the technology matures, many companies will inevitably look for holistic AI solutions that unify customer and operational data to achieve the most valuable and actionable insights.

Technology 122

Technology Customer Service Contact Center Omni-Channel 122

Lumoa

FEBRUARY 9, 2023

According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

GetFeedback

JULY 24, 2018

Today, customers can interact with companies in more ways than ever, across unique channels, devices, and time zones. While technology and automation have unquestionably improved our lives, they’ve also made the modern customer experience much noisier. Editor’s Note: This post was originally published in September 2017.

Video 277

Video Customer Experience How To Customer Journeys 277

BlueOcean

JANUARY 9, 2018

Siri, Alexa, and OK Google… these are the virtual interactions that Sci-Fi movies have portrayed for decades past. These technologies are sparking new expectations in today’s consumers on an almost daily basis. Instead, in addition to self-serve customer service , the majority of interactions will be driven by AI technology.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

Calabrio

JANUARY 19, 2017

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. While customer engagement keeps its place as a top priority, in 2017, companies will broaden their focus to include employee engagement, particularly for Millennials.

Customer Satisfaction 100

Customer Satisfaction Brands Strategy Contact Center 100

Steve DiGioia

JANUARY 9, 2017

Technology, that’s it. I felt so foolish when I realized it was just another way to interact with the online customer. This cutting edge technology can allow a customer to stand still while they virtually “try on” various articles of clothing. The thought behind this is fine and I guess it’s some cool technology.

Self Service 100

Self Service Chatbots Advertising Fashion 100

CSM Magazine

MARCH 25, 2025

Since launching in 2017, Disrupt has become the must-attend event for CX innovators, consistently attracting around 1000 decision-makers to its annual London event and its sister event in Madrid. Sabio is also looking at extending its programme even further with more European locations currently being assessed.

Groups 52

Groups Case Study Innovation Technology 52

Customer Bliss

NOVEMBER 9, 2017

As I look back at an article I previously wrote – What will CX Look Like in 2017 , I’m excited to see some of the progress that has been made in the industry. How do you determine how your clients or customers will react to a new product or service – or more importantly, how they interact with your brand?

Trends 204

Trends Customer Experience Customers Customer Insights 204

ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. The breakthrough technologies have swamped the world and it’s the truth that all this change has been enticing for most of us. Shep Hyken.

Government 95

Government Technology Trends Social Media 95

QuestionPro Audience

AUGUST 14, 2018

AI technologies are being used to help streamline administrative and health care processes. billion in 206 deals between 2011 and 2017. Wearable technology and apps encourage individuals to lead healthier lives, and take control of their well-being. Now, there is a lot of excitement about how AI is going to change healthcare.

Healthcare 186

Healthcare Insurance Hospitality Technology 186

NICE inContact

JUNE 28, 2017

Technology has dramatically changed consumer expectations over the last 10 years with companies who want to lead in the digital customer experience finding ways to utilize technology in smarter ways. New technology can enhance both agent-assisted and self-service interactions. So what trends will have an impact in 2017?

Report 120

Report Customer Experience Self Service Trends 120

SuiteCX

FEBRUARY 7, 2017

Are you spending money on technology you don’t use? Keep validating your data, and interacting with customers to find out the “what is driving behavior”, not just observing the behavior itself. Here is to a growth oriented 2017! .” State of VoC Programs 2015, Temkin Group. Look at how you are spending your money now.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

SuiteCX

FEBRUARY 7, 2017

Are you spending money on technology you don’t use? Keep validating your data, and interacting with customers to find out the “what is driving behavior”, not just observing the behavior itself. Here is to a growth oriented 2017! .” State of VoC Programs 2015, Temkin Group. Look at how you are spending your money now.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

Comm100

MARCH 23, 2022

Prospective and current credit union members also want to interact digitally. It does require some patience by our agents as they discover the technology, but our members appreciate it, and they love using it.” – Cabrillo Credit Union, Kelli Davis, Assistant VP of Member Support.

Chatbots 246

Chatbots Social Media Banking Omni-Channel 246

ShepHyken

MAY 22, 2017

My Comment: While this article focuses on seven customer service tips for the phone, they are also appropriate for other interactions with your customers, including face-to-face. My Comment: Technology is changing the way we deliver customer service and support. None of these allow for human-to-human interaction.

Customer Service 83

Customer Service Airlines Self Service Tips 83

CloudCherry

MARCH 12, 2018

Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. The 2017 CX Index for US companies clearly indicates leadership gap to be the main reason for the downfall of Customer Experience. Do not look at interactions alone.

Customer Journeys 170

Customer Journeys Customer Experience Touchpoint Report 170

CloudCherry

MARCH 12, 2018

Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. The 2017 CX Index for US companies clearly indicates leadership gap to be the main reason for the downfall of Customer Experience. Do not look at interactions alone.

Customer Journeys 170

Customer Journeys Customer Experience Touchpoint Report 170

Kerry Bodine

JANUARY 4, 2017

IXDA Interaction 17. February 4 – 8, 2017. May 16 – 17, 2017. June 5 – 8, 2017. June 19 – 21, 2017. September 24 – 26, 2017. January 30 – February 1, 2017. January 23 – 26, 2017. March 27 – 29, 2017. April 25 – 26, 2017. April 25 – 26, 2017. May 9 – 11, 2017.

CEM 120

CEM Conference Chief Customer Officer Customer Experience Professionals 120

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? And the public content you see more will be held to the same standard — it should encourage meaningful interactions between people.” Activate, a strategy and technology consulting firm, predicted that by 2018 there would be 3.6

Customer Service 124

Customer Service Social Media Chatbots Knowledge Base 124

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. However, perceptions of ease of adoption vary among individuals.

e-support 156

e-support Case Study Financial Banking 156

QuestionPro Audience

MARCH 28, 2018

By using enhanced technology and digital marketing, they have evolved their brand voice to show a more snarky side, which has really resonated with customers. INTERACTIVE. Carter Wilkerson, a Nevada teen, became a Twitter sensation in 2017 when he went asked Wendy’s a simple question.

Social Media 150

Social Media Consumers Interaction Brands 150

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. For example, preference for online chat is climbing.

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

ShepHyken

SEPTEMBER 11, 2017

12 Ways To Keep Customer Interaction Alive In The Face Of Self-Service Technology Integration by Forbes Communications Council. Forbes) With heightened consumer demand for automated self-service technologies, companies are answering the call and investing in do-it-yourself services. Follow on Twitter: @Hyken.

Self Service 84

Self Service Customer Service Customer Service Training Customer Care 84

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

Alliance by IFS

NOVEMBER 9, 2017

Today we announced our inclusion in the 2017 “Magic Quadrant for Field Service Management*” report based on our “product breadth, product depth and strong customer retention.” September 27, 2017. Astea noted for its innovative mobile application, product breadth and depth, and high customer retention rate.

Self Service 15

Self Service Management Customer Retention Customer Satisfaction 15

Kayako

MARCH 14, 2017

Brandon (@TheBrandonPFrye) February 22, 2017. A customer experience is the cumulative experience that a customer has with your company: from the first time they see your advertising, land on your website or interact with your product, through to their purchase process, interactions with your customer service teams, and beyond.

Brands 110

Brands Customer Experience Retail e-support 110