Omnicus

SEPTEMBER 5, 2018

Keeping up with trends that revolutionized the customer service industry The customer service industry is experiencing the biggest digital shift ever - with industry leaders and pioneers scrambling to adopt automation, leverage analytics, expand channels, and integrate front office operations with back-office processes.

Trends 140

Trends Customer Service Customer Service Strategies Analytics 140

Kerry Bodine

JANUARY 11, 2019

As part of that effort, I recently took a look back at our most popular posts of 2018 — and I wanted to share them with you here. Journey analytics is one step in the right direction. What is journey analytics ? So it’s no big surprise that our post on how to use said template is also our top blog post of 2018.

Customer Journeys 192

Customer Journeys Customer Experience Touchpoint Analytics 192

BlueOcean

FEBRUARY 14, 2018

In our humble opinion though, it’s a good idea to check in every now and again to examine the state of social customer support and dig into the trends and opportunities that have the potential to improve customer care in 2018 and beyond. The post The State of Social Customer Support in 2018 appeared first on.

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

GetFeedback

AUGUST 14, 2019

To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018. Trends change: New industry trends, regulations, and technologies emerge, creating new business dynamics. Go beyond basic analytics. It’s an interesting mix of industries at the top.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

SurveySensum

FEBRUARY 17, 2025

However, tracking them manually is so 2018. Text Analytics Tools. What Are Text Analytics Tools? In simple terms, text analytics tools leverage machine learning, NLP, and other AI capabilities to break down unstructured data from customer feedback, online reviews, customer support chat, etc. So whats the solution here?

Analytics 52

Analytics Tools Multi-Channel Analysis 52

Oracle

FEBRUARY 26, 2018

Now, in 2018, the excitement that surrounded big data has worn off. What will define 2018 are those tools and technologies that look beyond big data and start to develop much more fluid, qualitative, and ultimately human insights into how and why people shop. At the heart of this ability will be Experience Analytics technologies.

Analytics 90

Analytics Data Fashion Retail 90

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

Comm100

DECEMBER 10, 2024

You can gather and utilize advanced data analytics to gather comprehensive information on player behaviors, preferences, and gaming patterns. Ultrabet, a personalized bookmaker and online casino, recognized the importance of offering personalized support and started using Comm100s live chat in 2018.

Strategy 130

Strategy Multi-Channel Loyalty Social Media 130

datastax

JANUARY 2, 2019

Data management had a stellar 2018—with hybrid and multi-cloud taking front and center stage and continuing to dominate the data concerns of most enterprises. Here are the top six data management trends for 2019: Analytics, analytics, analytics .

Trends 105

Trends Data Management Government 105

Kerry Bodine

JANUARY 10, 2019

As part of that effort, I recently took a look back at our most popular posts of 2018 — and I wanted to share them with you here. Journey analytics is one step in the right direction. What is journey analytics ? So it’s no big surprise that our post on how to use said template is also our top blog post of 2018.

Customer Journeys 120

Customer Journeys Customer Experience Touchpoint Analytics 120

Kayako

JANUARY 3, 2019

Now that 2018 is slowly wrapping up, companies are looking into starting 2019 with a ready-to-go customer experience strategy. So, if you’re just thinking of starting 2019 by applying a customer experience strategy to your business – here are some key trends you might want to keep an eye out for to help you get started.

Trends 120

Trends Customer Experience Ecommerce Analytics 120

Oracle

DECEMBER 26, 2018

As 2018 draws to a close, we’re looking back at the year’s biggest AI innovations. Here’s a closer look at key AI innovations that made a splash in 2018. Here’s a closer look at key AI innovations that made a splash in 2018. 2018 saw us asking tough questions about whether robots would take our jobs.

Innovation 105

Innovation Chatbots Healthcare Brands 105

Up Your Service

SEPTEMBER 22, 2018

Service Council’s 2018 Smarter Services Symposium was held in Chicago with 250 delegates representing 100+ service organizations all gathering under the theme: “Service is Humanity”. Topics included disruptive technology, uberization of the workforce, data analytics, supply chains, employee culture, customer experience, and much more.

Trends 74

Trends Measurement Competitive Advantage Metrics 74

Experience Investigators by 360Connext

OCTOBER 22, 2019

If you know how critical Customer Experience is to the happiness of your customers and your team (and if you’re reading this, I’m willing to bet you are,) you’re probably already trying to anticipate the next big trends in CX. I want to answer that… in a moment. What are you seeing? Let me know!

Trends 169

Trends Customer Experience Chatbots Brands 169

Fox Metrics

JUNE 25, 2020

New technologies, strategies, and trends are being introduced now and again to allow companies to meet the evolving interests and behavior of consumers. 76% of respondents of the Adobe 2016 Digital Trends Report think that marketing has changed more in the last two years, than the previous fifty. Google analytics Not Sufficient.

Trends 111

Trends Marketing Social Media Advertising 111

Alida

SEPTEMBER 21, 2018

The Customer Intelligence Summit brings together some of the brightest minds in research, marketing, customer experience and product innovation to discuss the latest trends, share best practices and discover the newest innovations in the industry. This year’s Summit took place in Washington, D.C. Don’t let CX stagnate.

Innovation 145

Innovation Feedback Customers Engagement 145

TechSee

OCTOBER 23, 2018

These strategies are increasingly being explored with Gartner stating that by 2018, over 50% of companies will have redirected investments towards customer experience innovations. Location-based personalization: Home Depot uses AI to offer localized design trends and products based on shoppers’ locations. Customer Analytics.

Tools 157

Tools Customer Service Chatbots How To 157

Lumoa

APRIL 3, 2018

That's where text analytics technologies come into play. Simple sentiment analysis of text analytics can divide a sentiment into three buckets: a sentence can be positive, neutral or negative. Top performing companies in March 2018 according to NPS Benchmarks. So, how to take control of your Net promoter Score?

Net Promoter Score 316

Net Promoter Score NPS Touchpoint Feedback 316

Oracle

JANUARY 16, 2020

In 2018, shifting tax policies and a stock market setback combined to stanch the lifeblood of the vast majority of nonprofit organizations: Charity giving declined 1.7% Data analytics. from year-earlier levels (accounting for inflation), according to GivingUSA. With more than 1.5 As such, Ed Gairdner, a leader with U.K.-based

Trends 82

Trends Technology Social Media Insurance 82

LiveChat

FEBRUARY 13, 2018

Bot creation is considered to take a center stage by the year 2021 and these changes will start picking up in 2018 henceforth. These changes have started to take shape in recent times and chatbots are expected to evolve even further in 2018. Artificial intelligence is not meant for just a few big companies. Enhanced conversations.

Chatbots 50

Chatbots Trends Technology Social Media 50

C3Centricity

AUGUST 17, 2020

But today’s world has accelerated the upward trend in the importance of a customer-first strategy and makes it one of the most, if not the most important one for all organisations. According to a Forrester report, 44% of B2C marketers are using big data and analytics to improve responsiveness to customer interactions.

Strategy 296

Strategy Customer Centricity Social Media Analysis 296

Vonage

JANUARY 30, 2019

While all the featured trends are important, a few have the power to pivot our whole industry. Additionally, quality insights need to scale which is why the introduction of interaction analytics makes such a transformational impact. Nine out of the ten topics mentioned in our inaugural 2014 version have become mainstream.

Omni-Channel 228

Omni-Channel Self Service Innovation Technology 228

TechSee

OCTOBER 2, 2018

Here are some sample use cases: Predictive analytics and maintenance. Using digital twins to further boost the adoption of self-service follows the trend toward personalized service, and the shift away from a one-size-fits-all approach to customers. The evolution of digital twins. Stay tuned.

Technology 176

Technology Self Service Innovation Trends 176

NetBase

NOVEMBER 14, 2018

Here’s a social analytics checklist to get you ready for a bold, successful 2019. If have haven’t performed a social media audit for the third quarter of 2018, now is the time to get to it. In fact, you can look back at the entire year if you like, to see the trends and trajectory that brought you to this point.

Analytics 72

Analytics Net Promoter Score Social Media Analysis 72

AWS Machine Learning

MARCH 30, 2023

Amazon Personalize is excited to announce the new Trending-Now recipe to help you recommend items gaining popularity at the fastest pace among your users. In this post, we show how to use this new recipe to recommend top trending items to your users. The items with the highest rate of increase are considered trending items.

Trends 98

Trends Interaction Groups Training 98

NICE inContact

AUGUST 12, 2019

This can get tricky because looking at the past and just applying those same numbers to the future fails to factor in emerging trends, which may impact future volume and more.

Contact Center 149

Contact Center Management Employee Engagement Call Center 149

Team HGS

FEBRUARY 6, 2018

2018 Trend 1: Digital Channels Finally Overtake Voice. HGS recently released a white paper on this year’s top 10 trends in customer service. Here, we dissect CX Trend No.10: At that current rate, digital was expected to overtake voice in 2018. Wed, 02/07/2018 - 11:27. Customer Experience. LEAVE A COMMENT.

Trends 45

Trends Contact Center Exceptional Customer Service Omni-Channel 45

Thematic

OCTOBER 1, 2018

Maybe you’ve used Text Analytics methods to analyze free-form textual feedback (verbatims)? What is text analytics? Text analytics is the process of extracting meaning out of text. For example, this can be analyzing text written by customers in a customer survey, with the focus on finding common themes and trends.

Analytics 76

Analytics Analysis Training Feedback 76

Oracle

MARCH 22, 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. Over 90 of these sessions will focus specifically on sales and CPQ trends and technologies. Ready to register now for Modern Customer Experience 2018?

Sales 65

Sales Customer Experience Meeting Tips 65

Answer Dash

MAY 7, 2018

Here are some important trends and statistics to keep in mind - and how to keep your business on the right track. Looking Forward: The Power of Tech and Analytics The Future Power of AI “We estimate that the AI techniques we cite in this briefing together have the potential to create between $3.5 trillion and $5.8 trillion and $5.8

Trends 54

Trends Customer Experience B2C B2B 54

C3Centricity

JUNE 28, 2018

Take a look at the Forbes list of The World’s Most Influential CMOs of 2018 to see inspiring examples of this. The information you need will depend upon the business you’re in, but there are some basics that all companies have or should have, ideally with the trends of them too: Market size, in total and by geography.

Marketing 249

Marketing Brands Analysis ROI 249

NICE inContact

AUGUST 12, 2019

This can get tricky because looking at the past and just applying those same numbers to the future fails to factor in emerging trends, which may impact future volume and more.

Contact Center 136

Contact Center Management Employee Engagement Call Center 136

NICE inContact

APRIL 30, 2019

It’s safe to say that we’re at an inflection point for AI in the contact center — AI innovations deployed in a myriad of ways, such as chatbots, intelligent routing, workforce management forecasting, and AI-driven interaction analytics, can add significant value to customer experiences and operational performance.

Consumers 149

Consumers Contact Center Chatbots Innovation 149

Fox Metrics

JUNE 25, 2020

New technologies, strategies, and trends are being introduced now and again to allow companies to meet the evolving interests and behavior of consumers. 76% of respondents of the Adobe 2016 Digital Trends Report think that marketing has changed more in the last two years, than the previous fifty. Google analytics Not Sufficient.

Trends 64

Trends Marketing Social Media Advertising 64

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 100

Analytics Marketing Training Data 100

Talkdesk

FEBRUARY 16, 2021

Workforce optimization (WFO) in the contact center comprises multiple capabilities, including quality management, workforce management, speech analytics, performance management and call recording. You rely on outdated analytics and business success metrics. You have a limited workforce optimization strategy. Graphs courtesy of Metrigy.

Contact Center 139

Contact Center Customer Experience Policies Competitive Advantage 139