Michelli Experience

OCTOBER 17, 2017

As a specific example, John Gainor , the CEO of International Dairy Queen , (a great leader who will be retiring at the end of 2017) demonstrates inordinate levels of approachability, humility, compassion, intellect, and candor. Technology First? ” My answer, “NO!”. Grounded in Research. Action and Gratitude.

Interaction 203

Interaction Technology Leadership Consulting 203

ijgolding

OCTOBER 2, 2017

It’s part of a broader celebration of Customer Experience Day 2017. On the 3rd October 2017, the world will once again celebrate CX Day. However – there is that word again – as I write this article in October 2017, there are 616 CCXPs globally. Check out posts from other bloggers at the blog carnival. Or even 1997?

Customer Experience 158

Customer Experience Customer Experience Professionals Customers Customer Centricity 158

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

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

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 Customers 256

ECXO

AUGUST 12, 2024

All rights reserved © ECXO.org CX Design Matters: The Hidden Key to Boosting Tech Adoption Rates In today’s fast-paced digital world, the design of technological products plays a crucial role in determining their adoption rates and the overall experience they deliver to users. Shopify’s revenue increased from $673 million in 2017 to $2.9

User Experience 395

User Experience Case Study Financial e-support 395

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

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

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

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

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

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

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

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

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

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

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

QuestionPro Audience

JANUARY 19, 2018

The list of finalists surprised many, as it included locations that aren’t thought to be technology havens, such as Columbus and Indianapolis, and rejected applications from Detroit, Phoenix, and San Diego. In 2017, homes in one of Seattle’s most popular neighborhoods went for a median price of more than $1 million.

Study 230

Study Innovation Meeting System 230

Experience Matters

NOVEMBER 3, 2017

As you hopefully already know, Temkin Group has labeled 2017, The Year of Purpose. We want to raise awareness to the relatively untapped power of purpose. So I was thrilled to see the AARP Purpose Prize™, which recognizes outstanding work by people age 50 and over that is focused on advancing social good.

Groups 163

Groups Technology Customer Experience Customers 163

Michelli Experience

MARCH 21, 2017

Starbucks has also embraced digital technology swiftly and leveraged mobile technology successfully. At a recent investors meeting, McDonald’s announced that it will be launching mobile order and mobile pay in the fourth quarter of 2017 in every one of its 14,000 restaurants in the USA.

Strategy 203

Strategy Financial Consulting Brands 203

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. As we look to 2018, we see that technology is impacting a lot of customer experience trends. You have to treat your customers as assets Click To Tweet.

Trends 204

Trends Customer Experience Customers Customer Insights 204

QuestionPro Audience

MAY 18, 2018

In 2017, more than 514 million business trips were taken, spending a total of $424 billion. TECHNOLOGY. While millennials enjoy the perks that come with technology advances, such as the option to work remotely, they still prefer face-to-face meeting to get business deals done, according to a report by GBTA Business Traveler.

Travel 186

Travel Airlines Transportation Guidelines 186

NICE inContact

OCTOBER 28, 2016

Below, we outline the top 5 customer experience trends and how we are addressing them as we move into 2017. We launched two major technology integrations this year to address critical customer demands: Skype for Business™ and Oracle Service Cloud. Voice is Still Critical to Customer Service. Integrations are Key.

Contact Center 164

Contact Center Contact Center Software Social Media Exceptional Customer Service 164