Customer Bliss

DECEMBER 22, 2016

This post originally appeared on the CCO 2017 website. This can be boiled down to a number of core challenges such as: proving ROI and quantifying the business value of customer experience efforts, unifying the organisation siloes and overcoming legacy protocol and technological infrastructure.

Chief Customer Officer 0

Chief Customer Officer Omni-Channel Social Media Leadership 0

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. Optimizing technology. Social responsibility. “75%

Technology 170

Technology Brands Customer Experience Omni-Channel 170

Maru/HUB

FEBRUARY 2, 2018

An interesting study conducted by Aspect in 2017 revealed that amongst the 1,000 American consumers surveyed, nearly a third would rather clean a toilet than talk to customer service. When it comes to other channels, the number drops to 35% for social media, 18% for text, 14% for email, 13% for voice, and 11% for in-person support.

Omni-Channel 80

Omni-Channel Consumers Self Service Effort Score 80

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 Self Service Technology 116

NICE inContact

JANUARY 10, 2018

This marriage of strength in innovative technology sent a shock wave through the technology side of the contact center industry as the first in a series of consolidations in the industry with competitors aiming to stay on in the game with the accelerated pace NICE was taking. for execution and 8.8

Contact Center 120

Contact Center Omni-Channel Analytics Innovation 120

CSM Magazine

SEPTEMBER 20, 2016

After more than a decade as the USA’s leading customer service and contact event, CCW (Customer Contact Week) is coming to Europe in 2017 for the first time ever. Provide seamless service in an omni channel environment. Deliver high value transformation with next generation of technology.

Omni-Channel 40

Omni-Channel Case Study Customer Centricity Study 40

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 Gamification 122

Vonage

OCTOBER 2, 2017

However, getting it right has huge benefits, and not offering it at all really isn’t an option in 2017. You need to ensure you have the right technology to monitor social media engagement and the levels of staffing to deliver a service that’s efficient. Five reasons to calm down: 1.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

Vonage

SEPTEMBER 8, 2017

However, getting it right has huge benefits, and not offering it at all really isn’t an option in 2017. You need to ensure you have the right technology to monitor social media engagement and the levels of staffing to deliver a service that’s efficient. Five reasons to calm down: 1. Negative feedback.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

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

ReviewTrackers

MAY 8, 2017

To help your leaders and managers in your organization become CX experts, we compiled a list of customer experience conferences and events to attend this 2017. When: July 4 to 5, 2017. When: June 5 to 7, 2017. When: May 16 to 17, 2017. When: June 20 to 21, 2017. When: July 17 to 19, 2017. Where: London, UK.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

CSM Magazine

MARCH 3, 2021

VeriCall is a UK based BPO that brings people and technology together with innovative and intuitive BPO solutions to serve businesses of all sizes. Started in 2017, VeriCall provides skilled agents coupled with best-in-class technology to deliver PCI Compliant, AI powered and Omni-Channel solutions throughout the UK and beyond.

Omni-Channel 52

Omni-Channel Contact Center Employee Engagement Industry 52

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

CSM Magazine

MAY 19, 2020

Puzzel, a leading cloud-based contact centre software provider, has announced that London’s largest further education college group, Capital City College Group, has successfully implemented Puzzel’s omni-channel customer service solution including the latest AI-powered Agent Assist technology.

Omni-Channel 52

Omni-Channel Groups Brands Abandon Rate 52

Avaya

SEPTEMBER 7, 2017

Consider how much has changed over the last decade in terms of technology and the customer experience (CX). At the time, sophisticated interaction channels like social media, web chat and presence were available to enhance the CX. Looking ahead, one can only imagine how technology will further drive the CX. market soon.

Omni-Channel 67

Omni-Channel Customer Experience Contact Center Social Media 67

Storyminers

JANUARY 24, 2017

This article appeared first January 10, 2017 at SharpenCX.com. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device. How do you expect customer expectations to change in 2017? Here’s what we learned.

Contact Center 50

Contact Center Omni-Channel Brands Hospitality 50

NobelBiz

FEBRUARY 21, 2023

While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses. This technology is optimal for remote or hybrid contact centers with home-based agents.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

NobelBiz

FEBRUARY 15, 2023

While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses. This technology is optimal for remote or hybrid contact centers with home-based agents.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

Bold360

FEBRUARY 16, 2017

Nanorep’s integrated technology allows its intelligent chat bot to stand out from many other solutions. Nanorep can help you establish an open conversation with your customers to provide the answers they are really looking for, in a convenient, omni-channel and efficient way.

Chatbots 80

Chatbots Omni-Channel Self Service Analytics 80

Customer Alignment

DECEMBER 18, 2017

As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. 2017 promised such a lot. From what we can see, most of the efforts and focus in 2017 have been on beginning to ‘listen’ to customers and naturally act upon this information. What did we hear, what did we see?

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer CEM 45

Experience Investigators by 360Connext

JANUARY 23, 2024

Customer experience leaders are not just expected to keep up with trends in the marketplace, customer expectations, and technology, we simply MUST do so to serve customers and stay ahead of the competition. Embrace Tech, But Keep It Human : Technology is fantastic, but never lose the human touch. Former CX “Trends” to Leave Behind 1.

Trends 143

Trends Self Service Customer Experience Customer Journeys 143

ShepHyken

NOVEMBER 14, 2016

Sharpen) Customer service research: people are less patient; need their omni channel inquiries solved quickly. Be sure to read through the entire article as there are some good suggestions to focus on in 2017. 8 Realistic Customer Service Trends for 2017 by Sven Ri. Customers don’t want channel choice.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

Strativity

APRIL 10, 2018

He is the author of Customer Experience Management Rebooted (2017). Steven: Customer experience (CX) has been around since the late 1990s but I think the interest in the subject has been recently fuelled by the rise of digital and omni-channel communication (voice, email, chat, social media) as well as the perennial issue of commoditisation.

Omni-Channel 65

Omni-Channel Culture Automotive B2C 65

Comm100

MARCH 23, 2022

Live chat is also incredibly easy to use and popular for all ages, as Cabrillo Credit Union experienced when they launched Comm100 Live Chat in 2021: “It wasn’t much of a surprise to see the younger generations engaging first… but we are starting to see Baby Boomers learning the technology and using the chat.

Chatbots 238

Chatbots Social Media Banking Omni-Channel 238

Lumoa

MARCH 20, 2018

The most important AI technologies 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. We’re moving towards personalized omnichannel experience in B2B customer journeys.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Oracle

MARCH 14, 2018

Analysts from Forrester, IDC, Opus Research, Ovum, and Nucleus Research weigh in on the top challenges to delivering omnichannel customer experience. Here’s the information they shared with our interviewers at Oracle Modern Customer Experience 2017. Mastering multichannel and cross-channel. Overcoming data silos.

Omni-Channel 58

Omni-Channel Customer Experience Touchpoint CRM 58

CSM Magazine

FEBRUARY 25, 2020

Artificial intelligence (AI) is proven to be a clear success factor when it comes to customer experience (CX) and is an important ingredient in the mix of contact channels. In the summer of 2017, If switched to a cloud contact center in the Nordics with the help of Puzzel.

Chatbots 59

Chatbots Insurance Omni-Channel Company 59

NICE inContact

DECEMBER 19, 2017

I have put together a list of the “must reads” for 2017 leading into the new year that could help with your 2018 planning. New Omnichannel Customer Experience Research – How Well Are You Doing? Ensuring a Successful Go-Live Launch for Your Call Center Technology. Digital Customer Experience Trends, 2017 – Forrester Research.

Report 121

Report Contact Center Omni-Channel Call Center 121

ReviewTrackers

OCTOBER 19, 2017

The 2017 Healthcare Internet Conference will take place Oct. The conference gives attendees the chance to learn about digital marketing solutions and new and established technologies. Re-Imaging Marketing: The Journey toward Omni Channel Marketing and Beyond. 23 through Oct. 25 in Austin, Texas at the JW Marriott.

Omni-Channel 50

Omni-Channel Hospitality Healthcare Conference 50

Magellan Solutions

JULY 27, 2017

Both new and old challenges faced by the call center industry are being addressed with the help of technologies that are constantly being developed and upgraded to meet the ever-increasing expectations of customers. These are the trends of the call center industry this year of 2017: The growth of the cloud call centers. Contact us now!

Call Center 56

Call Center Trends Industry Report 56

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

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.

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

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 Some hints: big data, omnichannel, personalisation, AI and organizational culture. Much of the improvement has been driven by advancements in product innovation and digital technology.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

Avaya

JUNE 28, 2017

We are excited to embrace bots, AI and even IoT, especially if these technologies can improve our customer and agent experiences.”. Many contact center decision makers are realizing that just upgrading technology will not suffice in this transformational era. Is that possible?”. “We It’s not easy.”. “We Transformation is a journey.

Contact Center 49

Contact Center Omni-Channel Industry Call Center 49

Ascribe

SEPTEMBER 5, 2024

[FOR IMMEDIATE RELEASE] Montreal, QC and Cincinnati, OH, September 05, 2024 Voxco, a global leader in omnichannel survey software, today announced it is joining with Ascribe, a pioneer in text analytics and verbatim coding management solutions.

Analysis 40

Analysis Data Omni-Channel Software 40

CSM Magazine

JUNE 12, 2020

Emergent technologies have forever changed traditional customer service support. Stakeholder considerations, new technologies, and shifting demographics are all influential factors to maximize both tangible and intangible benefits in the value chain. Increasing Role of Technology in Customer Service. Omni-channels.

Omni-Channel 52

Omni-Channel Customer Service Self Service Virtual Agent 52