Customer Bliss

DECEMBER 28, 2018

Today’s “Best of 2018” episode features Patricia Pedhom Nono , who was previously the general manager of customer service & customer experience at MTN Cameroon , one of the biggest telecommunications companies in Africa. CARE (Connect/Acknowledge/Resolve/Empower) at each interaction. Make it right the first time.

Telecommunications 141

Telecommunications Chief Customer Officer Call Center Government 141

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers. 360-degree view of your customer.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers. 360-degree view of your customer.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

Calabrio

JULY 25, 2019

2018 “Leader” Consumer Cellular saved money, significantly improved service levels and decreased abandon rates by using Calabrio ONE to manage agent schedules and automate critical contact center reporting. The Integrator creatively connects technology systems to turbocharge progress against any contact center goal. Tiffany & Co.

Contact Center 153

Contact Center Abandon Rate Innovation Government 153

Clarivate

MARCH 30, 2023

Finally, measure the results of communication efforts and share successes with university leaders: Use Google Analytics or social media platform analytics to measure impact. The post Three timesaving ways for research offices to connect faculty with funding opportunities appeared first on Clarivate. Ask for feedback.

Connections 52

Connections Social Media Case Study Communication 52

C3Centricity

MAY 25, 2020

Although companies realize they desperately need to dig into data analytics to maintain their business position, 45% surveyed think their current internal IT development cycles are not sufficient for new analytics and don’t fulfill their business requirements. Customers Still Value Human Connections in a Tech-Driven World.

Technology 194

Technology Analysis Data Consumers 194

Wootric

DECEMBER 21, 2018

We are helping them move toward the CX holy grail: unifying all of the “voices” of the customer in one analytics platform. . A more robust, connected survey platform. While our R&D efforts focused on analytics, our core survey platform has been growing — both in terms of volume and in new features.

Analytics 67

Analytics Survey e-support Analysis 67

SurveyGizmo

DECEMBER 13, 2017

With the new year ahead, there is no better time than now to start discussing 2018 customer experience predictions. Data and analytics capabilities. Customer Experience in 2018 Will Cater Toward Achieving Emotional Loyalty. Consumers expect to nearly instantly forge a deeper connection with any brand they do business with.

Customer Experience 58

Customer Experience e-support Customers Study 58

Esteban Kolsky

OCTOBER 16, 2018

During Dreamforce 2018 Salesforce announced the rebirth of Customer 360. I was flying during the keynote, and my connectivity was spotty at best – I know, they try – so I decided I would let the keynote happen and catch a rerun later. My first thought?

Travel 116

Travel CRM Data Customers 116

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. Connecting your digital experience is here and now. Think smaller in 2018…specifically, mobile apps. New CX Predictions.

Customer Journeys 72

Customer Journeys Contact Center Consumers Financial 72

Alida

SEPTEMBER 21, 2018

Human connections are important. Sparq’s new text analytics tool allows Cassie and her team to leverage open-ended feedback more frequently and get and analyze richer feedback. At Summit, Michelle Gandolf, director of market research and insights, shared stories from Cleveland Clinic’s journey. Don’t let CX stagnate.

Innovation 145

Innovation Feedback Customers Engagement 145

Oracle

SEPTEMBER 12, 2018

Oracle OpenWorld 2018 will take place October 22-25 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. The post 5 Can’t Miss Marketing Sessions at Oracle OpenWorld 2018 appeared first on SmarterCX.

Marketing 66

Marketing Omni-Channel B2B Tips 66

Alliance by IFS

DECEMBER 14, 2017

As a recognized leader in field service management software , Astea was proud to sponsor “The Future of Field Service 2018 ” special edition of Field Technologies Magazine. Predictive analytics will also play a key role in improving the quality and timeliness of service calls.

Analytics 50

Analytics Software Technology Meeting 50

AWS Machine Learning

MARCH 8, 2023

In this post, you will learn how Marubeni is optimizing market decisions by using the broad set of AWS analytics and ML services, to build a robust and cost-effective Power Bid Optimization solution. He has over 25 years of technology experience and has joined AWS in 2018. He holds a Ph.D. in Electrical Engineering and a B.S.

Analytics 88

Analytics Marketing Training Data 88

Peter Lavers

FEBRUARY 27, 2018

We’re delighted to announce that WCL Customer Management’s founding director Peter Lavers will be participating at IBM Watson’s showcase Think 2018 conference in Las Vegas in March. You can find out more and register to attend at the Think 2018 website. The post Think 2018 appeared first on Think CX.

Competitive Advantage 40

Competitive Advantage CRM Conference Leadership 40

Avaya

APRIL 24, 2017

It’s expected that 60% of all large organizations will develop customer journey mapping capabilities by 2018. This is where the ability to understand your data—specifically, customer journey analytics —becomes vital. Because the average consumer isn’t so average anymore.

Customer Journeys 59

Customer Journeys Analytics Multi-Channel Contact Center 59

AWS Machine Learning

JANUARY 13, 2023

The accounts are connected via VPC peering to allow ML models and weights to be exchanged between the clients and aggregator. To set up a VPC peering connection, first create a request to peer with another VPC. You can request a VPC peering connection with another VPC in your account, or with a VPC in a different AWS account.

Data 84

Data Analytics Hospitality Healthcare 84

NetBase

MAY 20, 2019

We’re here to help marketers prove they’re putting their brand’s money where the engagement is with analytics tool tips that they can implement immediately. Capturing relevant analytics to support a brand’s social media spend is challenging in itself, made so much more so when the rules of the road are in a constant state of flux.

Analytics 58

Analytics Banking Airlines ROI 58

Alliance by IFS

DECEMBER 10, 2018

HORSHAM, PA (December 10, 2018) — Astea International Inc., a leading global provider of field service management and mobility solutions , announced today that it has earned the 2018 Company of the Year Award in Mobile Field Service Management from Frost & Sullivan. © 2018 Astea International Inc. Read About the Award.

Management 83

Management Company Self Service Wireless 83

Lumoa

NOVEMBER 7, 2022

In 2018, two-thirds of companies were competing solely on CX and that number is only expected to grow. Again, improvements in technology have made connecting the dots easier. . #2 Companies are using CX to create a competitive advantage Customers have more options than ever before. That’s because it works.

Trends 195

Trends Customer Experience Competitive Advantage Feedback 195

Alliance by IFS

DECEMBER 10, 2018

HORSHAM, PA (December 10, 2018) — Astea International Inc., a leading global provider of field service management and mobility solutions , announced today that it has earned the 2018 Company of the Year Award in Mobile Field Service Management from Frost & Sullivan. © 2018 Astea International Inc. Read About the Award.

Company 62

Company Self Service Wireless Software 62

Oracle

SEPTEMBER 19, 2018

Oracle OpenWorld 2018 will take place October 22-25 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. The post 5 Must-See Sales Sessions at Oracle OpenWorld 2018 appeared first on SmarterCX. Visit the registration page.

Sales 49

Sales Roadmap Loyalty Chatbots 49

Team HGS

JANUARY 30, 2018

Advantages of Using Analytics in Customer Experience. By Subramanya C, HGS Chief Technology Officer Analytics goes hand in hand with today’s optimized customer experience strategy. As predicted by Gartner, this year 50% of agent interactions will be influenced by real-time analytics.

Analytics 69

Analytics Customer Experience e-support Insurance 69

Guavus

JULY 10, 2018

At the 2018 Linux Forum Open Networking Summit , it was predicted that the average internet user will consume 1.5GB per day and connected cars and airplanes will consume 4 and 5TB per day respectively by 2020. Real-time Analytics Connects Care Events, Customer Calls and Network Details. We could have got the win!!

Analytics 57

Analytics Customer Experience Net Promoter Score Wireless 57

NetBase

OCTOBER 22, 2018

Last week we invaded the InterContinental Los Angeles Downtown Hotel , bringing together nearly 200 agencies, brands, customers, and prospects for two days of social analytics training and inspiration. The first half of Day One was all about mastering the craft of social analytics using NetBase’s various tools. After registering….

Analytics 58

Analytics Social Media Roadmap Hotels 58

ECXO

JULY 8, 2024

Utilize Data Analytics: Leverage data analytics to track user interactions and identify patterns that can inform design improvements (Forrester). Emotional Connection: Good design can evoke positive emotions, creating a memorable user experience. Financially, Spotify’s revenue grew from €1.9 billion in 2015 to €5.3

e-support 156

e-support Financial Case Study Banking 156

Comm100

DECEMBER 2, 2021

With an omnichannel customer engagement platform , customers can connect with their financial services on the channel that best suits them at any given time; be it via live chat, email, SMS, or mobile app. . Between 2018 and 2020, the adoption of chatbots increased by 67%. billion globally in banking. as add-ons.

Financial 239

Financial Trends Customer Experience Omni-Channel 239

NetBase

OCTOBER 25, 2019

Basing important strategic decisions on AI-powered social analytics , at least in part, is wise. But only if the analytics are auditable. Maybe the client figures out the social analytics tool in question isn’t the most accurate option on the block. And something your social analytics really should have alerted you to!

Analytics 40

Analytics Brands Tools ROI 40

Clarabridge

MAY 9, 2018

Breaking it Down with Best Practices and Brecht: C3 2018 Day 1 Recap. Our tenth annual Clarabridge Customer Connections Conference (C3) event kicked off Tuesday morning in the nation’s capitol at the Gaylord National Convention Center, right in Clarabridge’s backyard. The post C3 2018 Day 1 Recap appeared first on Clarabridge.

CEM 40

CEM Roadmap Contact Center Conference 40

NetBase

OCTOBER 25, 2019

Basing important strategic decisions on AI-powered social analytics , at least in part, is wise. But only if the analytics are auditable. Maybe the client figures out the social analytics tool in question isn’t the most accurate option on the block. And something your social analytics really should have alerted you to!

Analytics 40

Analytics Brands Tools ROI 40

Oracle

MARCH 15, 2018

Oracle Modern Customer Experience 2018 will take place April 10 – 12 in Chicago, with 250+ planned sessions focusing on the hottest topics in customer experience. Ready to register now for Modern Customer Experience 2018? An Introduction to Oracle Infinity: The Next-Gen Digital Analytics Solution.

Marketing 47

Marketing Customer Experience B2C B2B 47

Hero Digital

DECEMBER 19, 2018

Originally published on CMS Connected. This year, at Sitecore Symposium 2018, we had the opportunity to sit down with two executives from Hero Digital, Kristine Stebbins, Managing Director and Tony Rems, CTO. In her session, she shares creative ways to combine the power of Sitecore Analytics with Google Analytics.

Analytics 40

Analytics Self Service B2B Financial 40

Team HGS

FEBRUARY 6, 2018

2018 Trend 1: Digital Channels Finally Overtake Voice. At that current rate, digital was expected to overtake voice in 2018. Instant communication will become the standard for exceptional customer service in 2018. Wed, 02/07/2018 - 11:27. Here, we dissect CX Trend No.10: It’s already happening with some of our clients.

Trends 45

Trends Contact Center Exceptional Customer Service Omni-Channel 45

ShepHyken

FEBRUARY 20, 2024

Quotes: “Connect intentions with expectations. Before ISG, John was at Edible Arrangements and, before that, CEO of Kenosia, a data and analytics software company that was ranked #1 for customer experience four years in a row by Consumer Goods Magazine. Plus, Shep and John discuss the S.E.D.U.C.E.

How To 83

How To Employee Experience Exceptional Customer Service Customer Retention 83

Clarabridge

MAY 11, 2018

Recapping Day 3 of C3 2018 . We did it – just like that, Clarabridge’s 10th Annual Customer Connections Conference (C3) has officially come to a close. Recapping Day 3 of C3 2018 appeared first on Clarabridge. That’s A Wrap! Day 3 was certainly a success, and we already can’t wait for another epic C3 in 2019!

Self Service 40

Self Service Social Media Healthcare Conference 40

WorkOutLoud

JANUARY 11, 2018

Here at WorkOutLoud, we’re keeping warm by staying busy completely reinventing the way we’re going to support you and your business initiatives in 2018. As you know, WorkOutLoud is an online collaboration solution that connects your brand to your customers, and your customers to each other.

Social Media 40

Social Media CRM Customer Retention Analytics 40

Customer Alignment

JANUARY 21, 2018

We have all seen a range of articles talking about predictions for Customer Experience in 2018. Forrester have called it ‘ A year of Reckoning’; they state that there is “a burning platform mandating bold action” but also that 30% of companies will see further declines in CX quality in 2018. Most tech is merely an enabler.

Net Promoter Score 40

Net Promoter Score NPS Customer Journeys Exercises 40