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 133

Contact Center Omni-Channel Brands Hospitality 133

BlueOcean

MARCH 20, 2017

As Technology Advances, So Does Work-at-Home. Even just five years ago, technology limitations were a barrier to having a remote agent solution that was as secure, robust, and stable as the call center environment. These are valid questions and technology has evolved to assist in performance management in this regard as well.

Customer Care 189

Customer Care Contact Center Call Center Average Handle Time 189

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. Transforming customer experience in a B2B organization is as much about changing mindsets and behaviours as it is about new processes or technologies.

B2B 339

B2B Customer Journeys How To Effort Score 339

Who's Your Gladys?

SEPTEMBER 24, 2017

The post Celebrate Customer Service Week 2017 with This Easy Plan appeared first on Who's Your Gladys? We've created a Customer Service Week celebration to make it easy-peasy for you to celebrate your team's service excellence and inspire them to amp up their skills.

Customer Service 164

Customer Service Customers Communication Technology 164

Uniphore

MARCH 24, 2017

New technologies for a new era. The contact center space is rapidly evolving, due to a range of exciting new technologies that will significantly alter the industry in the near future. Read More.

Contact Center 124

Contact Center Technology Industry 124

Experience Matters

SEPTEMBER 11, 2017

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. Here’s the executive summary: For the sixth year in a row, we looked at the correlation between NPS and loyalty for technology vendors. We also compared overall results to our benchmarks from the previous five years. Through this research, we Read More.

NPS 267

NPS Net Promoter Score Report B2B 267

Lumoa

DECEMBER 5, 2017

This year among the main topics of "Technology" and "AI in Our Lives", you could also hear companies, both scaling and large, starting to talk about customer experience. " @markpinc #slush17 — Nestholma (@nestholma) 30 November 2017. at #Slush17 #UX #usability — Jussi Kapanen (@JussiKapanen) 1 December 2017.

Healthcare 256

Healthcare Customer Centricity Innovation Meeting 256

Alida

JUNE 1, 2017

Industry players must accelerate their customer-led change to offer customers the experience they want, using the best digital and mobile technology available. The Vision Critical Auto CX Summit 2017 team: Paula Skier – Director, Automotive. Aside from the informative presentations, we also excited for: 4. The networking.

Automotive 157

Automotive Conference Retail Employee Engagement 157

NICE inContact

MARCH 23, 2017

And, since the need for customer support has never been higher than in 2017, it’s unlikely that improvements are going to slow down anytime soon. So with that said, what does 2017 hold for the customer experience? In 2017, it’s unthinkable to have a contact center architecture that is inflexible and not versatile.

Contact Center 131

Contact Center Customer Experience Customers Trends 131

Storyminers

DECEMBER 7, 2016

A combination of technologies (they say, the same ones used in self driving cars) are used to notice what you pick up and what you put in your cart or back. That is set to change in 2017. The post Amazon introduces Just Walk Out technology in its new no-checkout-required retail concept appeared first on Storyminers. Interested?

Retail 174

Retail Technology Video Tools 174

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. And they’re not just for CX professionals anymore. Because it’s not about the maps.

Customer Journeys 168

Customer Journeys Exercises Touchpoint eBook 168

Lumoa

JUNE 4, 2018

This is a very exciting combination of technologies in a growing market”, says Aleksi Partanen , partner at Icebreaker.vc. billion in 2017 at a compound annual growth rate of 20.8%. In 2017 more than 1,500,000 customer feedback responses were analysed using Lumoa. The global customer journey analytics market size will reach $12.22

Analytics 284

Analytics Net Promoter Score Customer Experience Marketing 284

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

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

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

QuestionPro Audience

JUNE 22, 2018

pet industry has been growing year after year, with overall sales of pet products and services rising 5% in 2017. Pet technology is a category that is growing at a rapid pace, with no signs of slowing down. We took a look at emerging trends in the pet care industry, and dug into why pet technology is on the rise.

Industry 207

Industry Retail Technology Study 207

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

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

QuestionPro Audience

FEBRUARY 15, 2018

2017 was predicted to be the year of the smart home, and consumers are slowly integrating the new technology into their homes. Consumers have apprehension regarding the technology. We polled over 450 respondents from our consumer panel to gauge their thoughts on the smart home.

Consumers 252

Consumers Retail Report Technology 252

PeopleMetrics

JANUARY 30, 2025

When I wrote Listen or Die in 2017, we were witnessing a major shift in how businesses captured customer feedback. Remember: Technology enables better listening, but it's still humans who turn listening into action. But even then, I couldn't have fully anticipated how AI would transform this landscape. What challenges are you facing?

Social Media 110

Social Media Telecommunications Hospitality Call Center 110

NICE inContact

SEPTEMBER 27, 2017

If you follow customer service trends then you know that technology continues to blur the line between digital and physical customer experiences. Unfortunately, “happy agents coupled with the advanced technology makes for happy customers” just doesn’t roll off the tongue as well. Where can technology help close those gaps?

Contact Center 121

Contact Center Technology Roadmap Chatbots 121

TechSee

APRIL 3, 2018

Technology-based customer retention solutions provide powerful platforms and fresh approaches, and most importantly, practical frameworks and processes to successfully engage with customers at scale. For example, if a company began 2017 with 50,000 customers and lost 2500 over the course of the year, the churn rate would be 5%.

Customer Retention 141

Customer Retention Technology Strategy Analytics 141

Storyminers

MAY 27, 2020

A combination of technologies (they say, the same ones used in self driving cars) are used to notice what you pick up and what you put in your cart or back. That is set to change in 2017. Companies that haven’t introduced new shopping technologies or a self-driving car can amaze their customers and shareholders too. Interested?

Retail 147

Retail Technology Video Tools 147

Kerry Bodine

NOVEMBER 22, 2017

By the end, I saw four major areas in which the discipline of service design needs to focus in order to be able to scale: technology, ubiquity, coaching, and delivery. In today’s post, I’ll talk about technology. Larry’s talk also made me think of technology like IBM Watson and Salesforce Service Cloud in a new way.

Technology 120

Technology Conference How To Trends 120

QuestionPro Audience

JANUARY 10, 2018

But MR is not just for big companies with even bigger budgets; with today’s technology, every company has the ability to conduct research. Today’s modern technology makes research more accessible to companies than ever. In 2017, there were an estimated 227 million smartphone users in the United States.

Marketing 268

Marketing Survey Groups Study 268

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.

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

NICE inContact

SEPTEMBER 27, 2017

If you follow customer service trends then you know that technology continues to blur the line between digital and physical customer experiences. Unfortunately, “happy agents coupled with the advanced technology makes for happy customers” just doesn’t roll off the tongue as well. Where can technology help close those gaps?

Contact Center 120

Contact Center Technology Roadmap Chatbots 120

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

Clarivate

APRIL 21, 2022

In recent years, Ukraine has developed a reputation as an international information technology (IT) hub. Increased investments in Ukraine’s science, technology and education can also be seen through the scientific publishing lens. Figure 1: Macro level topics 2017-2021 publications. Source: InCites. Source: InCites.

Innovation 98

Innovation Technology Analysis Banking 98

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

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

QuestionPro Audience

AUGUST 16, 2018

A study by The Knot found that the average cost of a wedding in 2017 was $33,391, with high spenders—those spending $60,000 or more—spending an average of $105,130. The spend per guest has increased from $194 in 2009 to $268 in 2017, while guest count has decreased, from 149 in 2009 to 136 in 2017. . TECHNOLOGY.

Industry 170

Industry Study Trends Consumers 170

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

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

Storyminers

JANUARY 12, 2017

We’ve updated it for 2017. 2016 will be the year that technology will (finally) let us put humans first again. Brands that employ predictive analytics to serve their customers will leap ahead of those that adopt the technology just to sell more. 2017 Answer. 2017 will be the year of smarter customer experiences.

Trends 171

Trends Customer Experience Wireless Entertainment 171

CloudCherry

SEPTEMBER 1, 2019

You’ll hear Matt’s thoughts on how technology has changed the way we do Customer Service, some of the biggest blunders businesses can avoid, and what technologies he thinks are making the biggest difference with customer experience. Hint: It all comes back to K.I.S.S.ing.).

Conference 244

Conference Study Sales Leadership 244

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