TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Three key drivers are at the core of this.

Trends 173

Trends Customer Experience Self Service ROI 173

BlueOcean

AUGUST 9, 2021

The adoption rate of new and evolving technologies accelerated at unseen speeds—resulting in 10 years’ worth of change within a mere 10 months. Contact center technologies are certainly in the mix of acceleration. We dug into their sentiments and expectations about the future of five key contact center technologies.

Contact Center 156

Contact Center Technology Self Service Analytics 156

TechSee

JANUARY 2, 2019

If you’re in the Smart Home or Smart City business, CES 2019 is a must visit. CES 2019 Smart Home Sessions Not to be Missed. Whirlpool will reveal what consumers are craving – easy to understand smart features that are a practical, efficient addition to their everyday household tasks. Smart Home Startups to See at CES 2019.

Innovation 174

Innovation Entertainment Knowledge Base Technology 174

NICE inContact

JUNE 5, 2019

The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals some very interesting similarities and differences between consumers and businesses in terms of how they view customer service. Businesses are very confident while consumers are proceeding with caution. You can read more about this study here.

Consumers 136

Consumers Chatbots Contact Center ROI 136

Oracle

MARCH 18, 2019

Consumer loyalty is more difficult than ever for retailers to attain. Yet, it is as important as ever for a company’s sustainability to crack the consumer loyalty code. Here are 3 ways to improve loyalty in 2019. Leverage technology. Technology can help reach that goal. Be transparent.

Loyalty 60

Loyalty Consumers Loyalty Programs Retail 60

NICE inContact

OCTOBER 18, 2019

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Featuring a thorough evaluation of cloud providers by one of the independent analyst firms in the industry, the report is an invaluable tool for contact center leaders considering new technology investments.

Contact Center 120

Contact Center Self Service Omni-Channel Call Center 120

Centercode

JANUARY 15, 2021

Technology isn’t the only thing that’s rapidly evolved in the past 25 years. The people who consume tech have also changed significantly. It’s pretty simple: The primary consumers of advanced tech were people who just really liked advanced tech. “It’s a Unix system!

Consumers 95

Consumers Wireless Technology eBook 95

Oracle

FEBRUARY 13, 2019

And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs. As retailers big and small reimagine their loyalty programs to meet evolving customer expectations, the experts weigh in on the loyalty trends they believe will be hot in 2019, as reported in Oracle’s 2019 Loyalty Predictions Report.

Trends 95

Trends Loyalty Loyalty Programs Retail 95

Lumoa

SEPTEMBER 30, 2022

This includes an ever-changing landscape, increasing competition, and new technologies, among many other variables. . Consumers have wholeheartedly embraced the transition to digital banks. After all, consumers are now looking beyond the elements that banks have traditionally focused on for decades, like a large number of branches.

Banking 221

Banking Customer Experience Self Service Financial 221

TechSee

FEBRUARY 19, 2019

As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. One of the keys to innovation in this area is self-service technologies that enable customers to quickly and conveniently resolve problems on their own, especially from their mobile devices. In a nutshell. What’s on the agenda?

Self Service 95

Self Service Innovation Telecommunications Social Media 95

Oracle

JANUARY 15, 2019

The SmarterCX team is on location at NRF 2019: Retail’s Big Show in New York City this week getting an inside look at the latest in retail customer experience trends and technology. Here are some of the hottest trends, technology, and takeaways from NRF 2019. An up-close look at advancing technology.

Retail 100

Retail Customer Experience Omni-Channel Trends 100

CSM Magazine

NOVEMBER 19, 2018

Sabio’s Chief Innovation Officer, Stuart Dorman highlights what he sees as the 10 key CX technology trends that will shape successful customer experiences during 2019 and beyond. 10 Key CX Technology Trends for 2019. 10 Key CX Technology Trends for 2019.

Trends 88

Trends Customer Experience Self Service Social Media 88

Oracle

MARCH 12, 2019

Shoptalk describes itself as an event “where the entire retail ecosystem comes together to create the future of retail based on the latest trends, technologies and business models, including changes in consumer expectations.” Retail is embracing new service delivery models to meet consumer needs.

Retail 86

Retail Conference Case Study Consumers 86

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Published on: December 11, 2019. Author: Pauline Ashenden - Marketing Manager As the end of the year approaches, now is the perfect time to evaluate how the customer service sector has performed in 2019.

Self Service 75

Self Service Customer Service Social Media NPS 75

Oracle

APRIL 1, 2019

In 2019, there’s a fundamental shift in the way brands think about omnichannel, as every part of the CX becomes crucial. ” In response, brands are revisiting the customer journey and investing in CX technology. The post 4 Ways Omnichannel Customer Experience Will Change in 2019 appeared first on SmarterCX.

Omni-Channel 108

Omni-Channel Customer Experience B2C Touchpoint 108

Kustomer

DECEMBER 20, 2019

The final days of 2019 are drawing to a close, and that means it’s time for Kustomer’s year-end wrap up. Here are some of the most memorable highlights: Top Customer Service Trends of 2019. Unfortunately, the two terms have almost become interchangeable, with many companies and technology providers conflating them.

e-support 68

e-support Omni-Channel Case Study Comparison 68

C3Centricity

APRIL 17, 2019

Some say California is the centre of internet marketing; the San Francisco area for technology and San Diego for marketing. Creating shared value has become a strong commitment of many of the leading global players in the consumer goods market. Let’s support each other to be more authentic in 2019. See the original post here.

Marketing 198

Marketing Technology Customer Centricity Conference 198

Oracle

FEBRUARY 20, 2019

At NRF 2019 , we asked retail leaders, “What are the top retail trends in 2019?” ” From extended reality and actionable artificial intelligence to autonomous checkout, hear about 10 of the hottest retail trends and technologies they see making a difference in shopping experiences this year. All rights reserved.

Retail 89

Retail Trends Competitive Advantage Consulting 89

Bold360

DECEMBER 19, 2018

We saw companies, like ours, making the technology much more approachable and as a result, there were some really great real-world successes. So what can we expect for 2019? Here are my thoughts: 2019 and the rise of the AI-enabled personal assistant. 2019 will be the year that consumers stop compromising.

Chatbots 78

Chatbots Consumers Employee Experience Technology 78

NetBase

NOVEMBER 19, 2018

Here are some social media marketing predictions for 2019, as heard from the experts at our recent NetBase LIVE conferences in New York and Los Angeles. Austin-based tinydrum calls it “Speaking Human” – and it’s the best approach to win over any audience heading into 2019. Stories that Grab Consumers by the Heart.

Social Media 83

Social Media Marketing Conference Analytics 83

TechSee

JUNE 4, 2019

While these non-technological training styles center offer a number of benefits, they can consume a considerable portion of a call center’s resources in terms of time and cost. Virtual private tutors. One size doesn’t fit all. Agents have different strengths and weaknesses and training modules must be responsive to their requirements.

Call Center 117

Call Center Training Technology Gamification 117

NetBase

MARCH 4, 2019

And any brands still devoting half-hearted efforts to their digital marketing really need to read The 2019 State of Social Report , as it offers game-changing insight for (and from) small, challenger and top-performing businesses. And you can thank consumers for that. Consumer Marketing Opportunities & Challenges.

Report 89

Report Social Media Advertising Ecommerce 89

InMoment XI

DECEMBER 15, 2022

You aren’t waiting until the end of the year to get a mailed report containing consumer trends for the past year (hopefully), but rather you need to be keeping up with your consumers in real time. Identifying digital experience trends will help you adapt your business to get ahead of your consumer, not behind them.

Trends 397

Trends How To Social Media Survey 397

Oracle

JANUARY 8, 2019

Today’s consumers have more choices about how they watch movies, from going to their nearest theater to streaming a movie to their smartphone. As Business Insider reports, the technologies for 4DX theaters and Screen X are merging into a single theater. Movie theaters get more immersive.

Innovation 78

Innovation Entertainment Report Consumers 78

Alliance by IFS

MARCH 28, 2019

We partnered with Aberdeen to bring you the State of Service 2019 on-demand webinar outlining the top challenges faced by today’s best-in-class service firms and what technologies and strategies they are using to overcome them. How emerging technologies like AI transform data into action. No problem. Interested in learning more?

Video 90

Video Customer Satisfaction Customer Centricity Knowledge Base 90

Oracle

MARCH 4, 2019

With every new smartphone release and operating system update comes room for improvement with how consumers experience your brand. Here are 4 tips for improving the digital customer experience in 2019. Consumers spend their time shopping in store, on their phone, and through other digital methods, such a tablet or laptop.

Tips 110

Tips Strategy Customer Experience Knowledge Base 110

datastax

JANUARY 2, 2019

With another year starting, now is probably a good time to take a look at what’s to come in the world of data management for 2019 and beyond. Here are the top six data management trends for 2019: Analytics, analytics, analytics . To this end, data governance will become increasingly prominent in 2019 and beyond.

Trends 105

Trends Data Management Government 105

Eptica

APRIL 12, 2019

Date: Friday, April 12, 2019 Author: Pauline Ashenden - Marketing Manager Analyzing CX sentiment in 2019. Published on: April 12, 2019. The highest ever number of consumers (13.9%) said they’d faced customer service problems. This means customer satisfaction is at its lowest level since July 2016.

Conference 76

Conference Self Service Fashion Ecommerce 76

Uplight

MARCH 10, 2020

Consumers Energy in Michigan has a big goal: to help their customers decrease their energy usage by 2% each year. To do that they need a technology partner like Uplight to increase energy savings for customers–all with a personalized, connected customer experience.

Consumers 52

Consumers Customers Connections Technology 52

Oracle

JANUARY 29, 2019

Imagine: in a few years, consumers will be talking to robots on a regular basis. Just take a look at today’s popular consumer devices—Siri, Alexa, and even Google’s new AI assistant with a voice that is almost indistinguishable from a human’s on the phone. Are consumers finding information that they need faster?

Consumers 88

Consumers Study Consulting Groups 88

Eptica

JANUARY 30, 2019

Date: Wednesday, January 30, 2019 Author: Anne-Claire Bellec - Marketing Director The 4 barriers to meaningful consumer conversations. Published on: January 30, 2019. Author: Anne-Claire Bellec - Marketing Director The reasons that consumers remain loyal to brands goes beyond factors such as product range and price.

Consumers 77

Consumers Self Service Social Media Brands 77

ShepHyken

APRIL 1, 2019

How Customer Service Trends Are Changing in 2019: Highlights from the New State of Service Report by Sarah Patterson. My Comment: Our friends at Salesforce have just released their 2019 “State of Service” report. A Look at Technology and Data Protection by Brian Hannon. Do Customers Trust Your Tech?

Customer Service 103

Customer Service Social Media Chatbots Trends 103

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 Gamification 122

Interactions

DECEMBER 18, 2019

10 years ago… While there was certainly a greater shift to a more customer-centric focus than in the early 2000s, the technology in 2010 was not on par with what it is today. had been around for about 20 years, but the technology hadn’t improved much from when it was originally developed. Chatbots passed through the Great Filter.

Trends 62

Trends Customer Experience Chatbots Contact Center 62

Optimove

DECEMBER 26, 2019

.” “Driven by technology and on-demand culture.” These days, the majority of consumers (=spenders) are either at the younger end of GenX (born mostly around the late 70’s) or are simply Millennials (born early 80’s to mid-90’s). MOTIVATION AND HOW TO SPUR IT.

Consumers 72

Consumers CRM Ecommerce Touchpoint 72

Eptica

DECEMBER 5, 2018

Date: Wednesday, December 5, 2018 Author: Olivier Njamfa - CEO & Co-Founder The importance of trust to customer experience in 2019. Author: Olivier Njamfa - CEO & Co-Founder The balance of power between brands and consumers is shifting, with customers now wielding greater influence and control. Published on: December 05, 2018.

Customer Experience 77

Customer Experience Self Service Consumers Social Media 77

ShepHyken

MARCH 25, 2019

Survey: Customer experience trends 2019 by Lynne Capozzi. ClickZ) Per a recent survey, 66% of consumers globally said: “I don’t remember when a brand experience exceeded my expectations.” Live from ModernCX 2019: 3 Days of Customer Experience Takeaways by SmarterCX Team. ” Key findings from the report.

Customer Service 113

Customer Service Competitive Advantage Trends Culture 113