Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. CX is a tough business.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Alida

NOVEMBER 10, 2017

Which emerging technology trends will shape the business world in 2018, and how will they change consumer behaviors and expectations? For 2018, experts believe smarter, cutting-edge technology will enable companies to provide better customer experiences and get more useful insight and data.

Trends 174

Trends Retail e-support Technology 174

CloudCherry

JANUARY 4, 2018

The retail banking industry has been dealing with massive upheaval for a while now, and things will continue in the same vein come 2018. Technological advancements continue to drive the disruption of the industry. Here are some of the trends that will define 2018 for the banking industry. Voice Technology. Open Banking.

Banking 170

Banking Trends Financial Self Service 170

NICE inContact

JANUARY 24, 2018

How will companies that have embraced the cloud for the contact center and sales applications across their businesses continue to benefit in 2018 and beyond? The post 2018: New Ways Cloud Will Enhance Customer Care appeared first on inContact Blog. So, what comes next? Digital Transformation. Plan to join us!

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

Kayako

JANUARY 24, 2018

Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences. We predict it’s the technology they choose that will reflect how close they want to get to their customers. Bots and AI can’t be ignored when it comes to customer service trends of 2018.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

Experience Matters

SEPTEMBER 10, 2018

To gather this data, we surveyed 800 IT decision-makers from large North American firms about their relationships with their technology Read More. The post Report: Tech Vendor NPS & Loyalty Benchmark, 2018 (B2B) appeared first on Customer Experience Matters®.

NPS 149

NPS B2B Net Promoter Score Loyalty 149

Alida

JANUARY 5, 2018

Marketers are always looking for new ways to create experiences that resonate with customers, and 2018 will be no different. Experts believe that in 2018, marketing leaders will be dealing with disruption and adapting emerging technologies that are starting to mature beyond their initial hype. CMOs become customer-obsessed.

Marketing 0

Marketing Multi-Channel Advertising Tourism 0

InMoment XI

DECEMBER 2, 2018

For the third year in a row, MaritzCX received the highest rank for a Customer Experience (CX) technology and research firm from the American Marketing Association (AMA) in its annual Top 50 Report of U.S. In addition, the company was recently named a 2018 Top Workplace by the Salt Lake Tribune. “We View Article.

Technology 150

Technology Customer Experience Analytics Report 150

eglobalis

AUGUST 13, 2024

This symbiotic relationship has led to a continuous evolution in technology, pushing the boundaries of what customers expect and experience. Samsung’s mobile line of business, particularly the Galaxy series, has established itself as a leader in the global smartphone market, known for innovation and cutting-edge technology.

e-support 497

e-support Innovation Customer Centricity Loyalty 497

TechSee

OCTOBER 2, 2018

Field tech support has already begun merging the digital and physical worlds by utilizing immersive technologies – such as augmented reality (AR), mixed reality (MR) or virtual reality (VR) – to manipulate real-life objects. Technical Support in the age of Digital Twins. Here are some sample use cases: Predictive analytics and maintenance.

Technology 176

Technology Self Service Innovation Trends 176

AskNicely

NOVEMBER 9, 2018

Brandon Chase, Director of Customer Success, Baker Technologies. The post CX Obsession Fall 2018: Seattle appeared first on Net Promoter Score from AskNicely. You’ll hear real-world customer obsession stories from: Troy Pollock, VP of Community, Pushpay. Matt Hofmann, Master Distiller, Westland Distillery. Free NPS Masterclass.

Net Promoter Score 150

Net Promoter Score NPS Video Tips 150

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

Calabrio

AUGUST 15, 2018

Best Practices C3 2018 Speaker Spotlight: Q&A with Rob Morrissey, TD Ameritrade Share Let the countdown begin, were less than one month away from C3! Heres another installment of our Calabrio Customer Connect (C3) 2018 Speaker Spotlight series.

Contact Center 130

Contact Center Conference Call Recording Sports 130

Vonage

SEPTEMBER 26, 2018

After two fun, informative and action-packed days, it’s hard to believe we're already halfway through Dreamforce 2018! We’ve put together 18 of the most thought-provoking quotes from some of those great minds of Dreamforce 2018 for you to enjoy and share across your social networks. We’re sure there will be plenty more to come!

Connections 120

Connections Technology Sales Trends 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 10, 2025

When I wrote my first book Listen or Die in 2018, my mission was to help businesses understand one essential truth: listening to your customers is not optional. Which lessons are transformedor even disruptedby this technology? Others will be reshaped, revealing new possibilities we never imagined in 2018.

Exercises 71

Exercises Voice of Customer Tools Technology 71

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

OCTOBER 23, 2024

Also, consider investing in self-service technologies such as interactive teller machines (ITMs) to handle basic transactions. It can provide personalized recommendations and services at scale making it a must-have technology for modern banks. Leverage technology for consistency and efficiency.

Banking 195

Banking Customer Experience Effort Score Financial 195

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

eglobalis

OCTOBER 1, 2024

Similarly, IT can work closely with Operations to ensure that the necessary technological infrastructure supports both departments’ needs. Additionally, setting joint targets for departments like IT and Operations to reduce system downtime can ensure that technological and operational efficiencies are prioritized collaboratively.

Customer Journeys 432

Customer Journeys Culture Leadership Effort Score 432

CloudCherry

APRIL 5, 2019

Gartner reports from 2018 that 52% of marketers with CX responsibility expect their budgets to remain the same or decrease. So how do Marketers that assume CX responsibility address this with less budget without giving up important technology needed for other aspects of Marketing? 23% of B2B CMO’s see CX as a top 3 objective.

Omni-Channel 278

Omni-Channel Marketing Customer Experience B2B 278

QuestionPro Audience

JUNE 22, 2018

Pet technology is a category that is growing at a rapid pace, with no signs of slowing down. It is expected to generate $233 million in 2018, marking an 18% increase from 2017, according to a study by the Consumer Technology Association. Dog owners and cat owners have more in common than they would admit.

Industry 207

Industry Retail Technology Study 207

Alida

SEPTEMBER 21, 2018

Technology researcher Alexandra Samuel shared her thoughts on the Cambridge Analytica scandal and its implications for marketers and researchers. Scale your research with technology. Be an expert in ethical customer data management. Cassie Mally, director UX research, shared how GoDaddy’s research has been able to scale their programs.

Innovation 145

Innovation Feedback Customers Engagement 145

QuestionPro Audience

AUGUST 14, 2018

AI technologies are being used to help streamline administrative and health care processes. Wearable technology and apps encourage individuals to lead healthier lives, and take control of their well-being. We have grown accustomed to having these digital personal assistants make our lives easier and having “smart” homes and cars.

Healthcare 186

Healthcare Insurance Hospitality Technology 186

Vonage

MARCH 28, 2019

Imagine a technology that promises to help your business but instead is poisoning your customer’s experiences. A technology that has its most deadly effect at the precise moments when your customers need you the most. in 2018 believed that customer experience needs improvement at most companies. In 2016, Bain & Co.

Customer Experience 228

Customer Experience Contact Center Software Contact Center CRM 228

Calabrio

JULY 25, 2019

Beyond the inherent value our technology delivers every day, forward-thinking contact center leaders prove time and again there are no limits on the dramatic business change that can be ignited when Calabrio ONE is used in new and innovative ways. Tiffany & Co.

Contact Center 153

Contact Center Abandon Rate Innovation Government 153

GetFeedback

MAY 2, 2019

According to the CX Network’s Global CX report , more than 60% of the organizations surveyed planned to have established or advanced CX practices by the end of 2018. Right now there is a mad rush for every forward-thinking business out there to take advantage of new and existing CX technologies. Image via Kapiche.

Strategy 261

Strategy Net Promoter Score ROI Effort Score 261

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

TechSee

MAY 20, 2020

TechSee was honored as a pioneer in Computer Vision AI-powered Visual Assistance for customer service, based on our proprietary, multi-patented technology. Back in 2018, Gartner focused on our unique approach to system training: the crowdsourcing of expertise.

CRM 207

CRM Report Self Service Customer Service 207

QuestionPro Audience

SEPTEMBER 21, 2018

The smart home technology, which enables devices to be connected or controlled by a device, allowing automation of lighting, heating, security and home appliances, among other things, is growing. Approximately 47.3 million U.S. adults (or 20% of the U.S. adult population) currently have a smart speaker.

Marketing 199

Marketing Industry Report System 199

QuestionPro Audience

FEBRUARY 28, 2018

On February 9, 2018, the $349 HomePod debuted in the US, UK and Australia. Apple, who is used to being the first on the technology scene, is the late-comer to the voice assistant speaker market, launching three years after Amazon’s Echo. Apple’s HomePod has arrived.

Consumers 199

Consumers Technology Study Innovation 199

Comm100

DECEMBER 2, 2021

In 2022, financial services will step up to the mark and catch up with other industries, investing in technology that allows them to offer customers the array of digital channels they have to expect – and omnichannel will be at the core of this. Between 2018 and 2020, the adoption of chatbots increased by 67%.

Financial 246

Financial Trends Customer Experience Omni-Channel 246