Bob Hayes

DECEMBER 20, 2018

All of my top blog posts of 2018 (most reads) are all related to data science, with posts that address the practice of data science, artificial intelligence and machine learning tools and methods that are commonly used and even a post on the problems with the Net Promoter Score claims. Click image to enlarge. Click image to enlarge.

Net Promoter Score 81

Net Promoter Score Data NPS Analytics 81

One Millimeter Mindset

DECEMBER 27, 2018

My top 2018 Customer Experience blog post started off being a reflection of a topic near and dear to my heart. My little post ended up placing fourth out of thirteen entries in the 2018 Customer Experience Update MVP Awards in the category of Organizational Alignment and Company Culture. First, read and re-read this blog post.

Customer Experience 59

Customer Experience Culture Customers Strategy 59

One Millimeter Mindset

DECEMBER 10, 2018

These 5 little One Millimeter Mindset workplace collaboration blog posts wrap your brain around the notion that collaboration no longer is a “nice to have” soft skill. As you read these blogs, do a little victory lap. As you read these top 5 Workforce Collaboration blog posts from 2018, ask yourself this one question.

Innovation 65

Innovation Customer Retention Consulting Culture 65

One Millimeter Mindset

DECEMBER 13, 2018

These 5 One Millimeter Mindset Collaborative Storytelling Blog posts are focused on helping you “see” your organization’s or association’s stories as vibrant testimonials of how you serve customers. Enjoy these 5 One Millimeter Mindset Collaborative Storytelling Blog posts, especially selected. Enjoy this blog post?

Customer Retention 68

Customer Retention Innovation Consulting Sales 68

One Millimeter Mindset

DECEMBER 12, 2018

Those of you who read my blog know that I work with organizations and associations like yours, who want to leverage a more profitable workforce to retain the customers and membership you work so hard to win. When pondering how to sustain your organization, moving forward, consider the content in this customer retention blog review.

Customer Retention 63

Customer Retention Consulting Customers Sales 63

Customer Bliss

NOVEMBER 9, 2017

I’d like to share some of the most popular and most-shared content from the Customer Bliss blog. As we look to 2018, we see that technology is impacting a lot of customer experience trends. These articles, though written some time ago, are still highly relevant, and apparently you think so too – so, let’s get to it!

Trends 204

Trends Customer Experience Customer Insights Customers 204

Alliance by IFS

DECEMBER 18, 2018

With 2018 almost at an end, let’s reflect on the best field service resources from this year. Thank you for visiting Astea’s blog, a place for service professionals from around the globe to find helpful educational resources on everything “field service”! We hope you enjoy them. Happy New Year from everyone here at Astea.

Resources 83

Resources Infographics ROI Social Media 83

ChurnZero

DECEMBER 28, 2018

This has been quite a year for the ChurnZero blog. We even got a shout out from HubSpot as a top blog you should be reading in 2018. As the year comes to a close, we thought we’d offer up a useful roundup of our ten most popular blog posts from the year. 10 Punny Customer Success Jokes. ChurnZero Resource.

Net Promoter Score 49

Net Promoter Score eBook Social Media Effort Score 49

Clarivate

APRIL 21, 2022

In this blog, part of a new series highlighting the contributions from Ukraine to global research, we analyze the growth and diversity of subject areas in Ukraine. In recent years, Ukraine has developed a reputation as an international information technology (IT) hub. Scientific innovation in Ukraine, by the numbers.

Innovation 98

Innovation Technology Analysis Banking 98

NICE inContact

DECEMBER 26, 2018

Contact centers looking to create a short list of vendors to consider when modernizing their contact call center technology are looking to the cloud to modernize their operations. Transforming the “no” into “yes” requires your contact center to employ technology designed to flex and scale at the speed of business.

Call Center 120

Call Center Technology Contact Center Omni-Channel 120

Alliance by IFS

DECEMBER 18, 2018

With 2018 almost at an end, let’s reflect on the best field service resources from this year. Thank you for visiting Astea’s blog, a place for service professionals from around the globe to find helpful educational resources on everything “field service”! We hope you enjoy them. Happy New Year from everyone here at Astea.

Resources 62

Resources Infographics ROI Social Media 62

Forrester's Customer Insights

JULY 11, 2018

I’m excited to announce that our list of top emerging technologies to watch in 2018 is out. If you are a client, you can download the report here; if not, here is a quick video blog. It explains what’s different about this year’s report and how we came up with our list. It further contains […].

Technology 40

Technology Video Report Innovation 40

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

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

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. This blog post is not about the top customer service trends to watch out for in 2018. The following best practices set contemporary leaders in innovation apart from the pack and represent what exceptional customer service looks like in 2018.

Exceptional Customer Service 101

Exceptional Customer Service Customer Service Chatbots Hotels 101

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. Customer success is an ever-changing role and we’ve seen incredible advancements this year in technology, ideas, and processes to help us all elevate customer success.

Trends 74

Trends Customer Success Effort Score ROI 74

ShepHyken

FEBRUARY 9, 2018

Train your sales team using the right technology. Some key sales technology to consider are: Customer Relationship Management (CRM) software – this allows you to track and manage your customers as they move through the sales funnel. Read Shep’s latest Forbes Article: Business Lessons From NAMM 2018 And The Music Industry.

Customer Service Training 158

Customer Service Training Training Brands Customer Service 158

John Paul

JULY 26, 2018

Because of this, technology has remained been behind-the-scenes. Those who embrace this technological momentum are able to differentiate themselves from the competition, and empower their teams to provide a superior customer experience. Here are five specific technologies that will change the concierge landscape this year.

Technology 45

Technology Hospitality Hotels Loyalty 45

transcosmos Information Systems

MARCH 20, 2018

Here are the top five trends for customer care service that will take your business to greater heights in 2018 and beyond: 1. Customers are expecting speed-lightning support due to the influx of technologies. You could also implement a data-driven type of customer service with the help of machine learning technologies.

Trends 76

Trends Customer Service Self Service e-support 76

ShepHyken

SEPTEMBER 21, 2018

Businesses need to invest in technology that enables them to have more time to ‘speak’ to clients, to engage with them and make that human touch still real. The post Guest Blog: Which Road Is Your Customer Experience On? You must deliver a consistent, convenient and frictionless experience. – Shep Hyken.

Customer Experience 107

Customer Experience Social Media Customers Technology 107

Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. Top 5 Customer Success Blog Posts of 2018. Click here to read the blog. Click here to read the blog. Click here to read the blog. Click here to read the blog.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. With technologies and consumer demands constantly evolving, what unconditional priorities can companies set for their contact center that won’t be shattered by ever-changing standards?

Contact Center 107

Contact Center Report Customer Journeys Customer Centricity 107

ShepHyken

MARCH 29, 2019

Technology augments their expertise by handling routine tasks, analyzing enormous amounts of data, and providing market and customer insights. billion, in 2018, its AI-driven earnings are impressive. The post Guest Blog: How to Boost Retail Customer Experience Through AI-powered Price Optimization appeared first on Shep Hyken.

Retail 108

Retail Customer Experience How To Ecommerce 108

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. This reminds me of a piece I once wrote about Tool vs. Toy , which explores the changing value of technology driven by users vs. investors.

Customer Journeys 72

Customer Journeys Contact Center Consumers Financial 72

Comm100

JULY 12, 2018

Technology definitely plays a part, but perhaps, more importantly, the staff know and respect their patients time. Elizabeth Wellington wrote a perfect piece on Difficult Customers on the Helpscout blog , and I think it’s worth sharing it. The situation at Weintraub & Eltink is entirely different though. Prepare in Advance.

Customer Service 105

Customer Service Tips Entertainment eBook 105

Grade.us

NOVEMBER 2, 2018

2018's Best Social Media Marketing Blogs. These blogs are consistent providers of top-notch social media content. This blog has lots to say about the way emerging technologies are growing, changing, and improving social media marketing. Here's a blog that's been a personal go-to for me for many years.

Social Media 32

Social Media Resources Tools Marketing 32

Totango

JANUARY 22, 2018

Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. She has successfully designed and implemented customer-focused initiatives and creative customer engagement programs across multiple sectors of technology. Christina Kosmowski.

Customer Success 78

Customer Success Meeting Lifetime Customer Consulting 78

ShepHyken

JULY 28, 2017

It’s important to stay up to date on new technology and trends in order to keep your customers and attract new ones. . Online sales are expected to grow to more than $400 billion by 2018. The post Guest Blog: Becoming a Blockbuster? Was this a typical Friday event for you and your family? appeared first on Shep Hyken.

Retail 80

Retail Social Media Travel Consumers 80

Oracle

SEPTEMBER 20, 2018

According to the New York Times , over 28 million people tuned in to ESPN to watch the 2018 college championship game. CNN reports that more than 103 million viewers were glued to their screens for the 2018 Superbowl. CX technology has revolutionized how fans experience the game year round. 703 and #FantasyZone Ch.

Technology 67

Technology Sports Report Groups 67

Grade.us

JANUARY 3, 2019

Sure, we've officially waved bye-bye to 2018, but that doesn't mean we can't take advantage of all the great stuff that came out of last year. The Best Event Marketing Blogs of 2018. Bizzabo Blog. Cvent Blog. Follow this blog to get bite-sized bits of useful info about all sorts of topics in event marketing.

Resources 22

Resources Tools Marketing Case Study 22

ShepHyken

SEPTEMBER 7, 2018

The data-based insights from our 2018 B2B Buying Disconnect report will show you why: Buyers don’t trust vendors. Michelle Nickolaisen is a freelance writer for TrustRadius , most trusted review site for business technology, serving both buyers and vendors. Those resources are: Product demos. This is a problem for vendors.

Case Study 84

Case Study ROI B2B Study 84

ShepHyken

JUNE 15, 2018

In a recent press release, Gartner estimated that “ 25% of customer service and support operations will integrate virtual customer assistant or chatbot technology across engagement channels by 2020, up from less than two percent in 2017 ”. Read Shep’s latest Forbes Articles: Business Bets On Technology In Las Vegas At PegaWorld 2018.

Chatbots 77

Chatbots Social Media Healthcare Study 77

Beyond the Arc

OCTOBER 2, 2018

See the video below for insight on the ideas and trends we’ve seen emerge in the industry and the technology that’s driving these. The post Key learnings from Finovate Fall 2018 appeared first on Blog @beyondthearc.com.

Video 40

Video Trends Industry Technology 40

Comm100

JUNE 19, 2018

Trade shows are a fantastic place to get up to date on all of the latest technology, best practices and ideas in your industry. In this blog post series, we’ll be picking apart some of the keynote speeches shared at the ICMI Expo, and throwing some light on what those insights could mean for your contact center. Download Now.

Contact Center 102

Contact Center Entertainment eBook Culture 102

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. appeared first on NICE inContact Blog. Is your Contact Center Keeping Up?

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

Dapresy

MAY 16, 2019

Instead, we’d like to consider technology itself and what it really means to your business’s bottom line. A 2017/2018 survey of market researchers, conducted independently by meaning ltd., For this to happen, market researchers need to rethink the role that technology plays in their profession. So we won’t ask you to.

Technology 70

Technology B2C B2B Healthcare 70

Happy or Not

JANUARY 10, 2018

The 2017 trends in retail saw many changes and movements, such as the importance of the in-store experience, developing the omnichannel, the use of data, and merge of retail and technology. The post Data Driven CX Improvements: A Retailer’s Must Have For A Successful 2018 appeared first on HappyOrNot.

Data 84

Data Retail Omni-Channel Trends 84