BlueOcean

JANUARY 22, 2019

Below, we break down the consumer trends that will reign supreme in 2019 and how businesses can rise to the challenge. Netflix knows that you love British legal dramas starring a strong female lead – and in 2019, that’s okay and not at all creepy. No matter which way you cut it – 2019 will be a year of change. Related Articles.

Consumers 204

Consumers Trends Customer Experience Strategy 204

TechSee

DECEMBER 11, 2018

2019 will be a critical year for call center customer experience strategy: either they will finally move the needle or risk elimination. To deliver value in 2019, call center leaders must select a CX initiative that can immediately demonstrate ROI. The post How to improve you call center customer experience strategy for 2019?

Call Center 182

Call Center Omni-Channel Self Service Strategy 182

eglobalis

JANUARY 28, 2025

Published in 2019 , The Commonwealth of Self Interest emerged during the COVID-19 pandemic and remains a highly practical, insightful book worth reading. So, here is my opportunity to recommend his outstanding book from 2019 alongside Brian Solis’ Mindshift , both offering great value from two brilliant minds.

CRM 195

CRM Customer Centricity Customer Engagement Engagement 195

Alida

JULY 15, 2019

We at Vision Critical are proud to announce the winners of our 2019 Visionary Awards. These annual awards showcase clients that demonstrate excellence in utilizing customer insights to improve their organization’s performance in product innovation, customer experience, and marketing effectiveness.

Customer Centricity 140

Customer Centricity Innovation Customer Insights Customers 140

Experience Investigators by 360Connext

OCTOBER 17, 2018

A customer-centric culture is where innovation and imagination around the customer experience live. Tweet “”…culture is where innovation and imagination around the customer experience live.” I’m really excited to be a part of Customer Contact Week as they celebrate 20 years in 2019! Transformation.

Leadership 283

Leadership Culture Customer Centricity Report 283

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

TechSee

OCTOBER 31, 2018

An innovative solution by AT&T is using AI to support its maintenance procedures: the company is testing a drone to expand its LTE network coverage and to utilize the analysis of video data captured by drones for tech support and infrastructure maintenance of its cell towers.

Industry 100

Industry Telecommunications Trends Self Service 100

C3Centricity

JANUARY 18, 2020

I for one enjoy shopping because I am always on the lookout for the latest introductions and innovations. According to Interbrand’s “Best Global Brands of 2019.” Interbrand made a great summary chart (below) showing the value of the top 100 brands of 2019, which clearly shows the importance of the different sectors.

Brands 320

Brands Retail Consumers Innovation 320

InMoment XI

SEPTEMBER 28, 2022

In 2019, I published a college textbook, “Business Creativity and Innovation: Perspectives and Best Practices”, which is now being used at several universities including in my classes as an adjunct professor at the University of North Florida. This is a belief I’m incredibly passionate about.

Customer Journeys 418

Customer Journeys Customer Experience Exercises Consulting 418

NICE inContact

NOVEMBER 6, 2018

Interactions 2019 welcomes actor, investor, entrepreneur and philanthropist, Ashton Kutcher, as keynote speaker! Register today for Interactions 2019, and don’t miss your exclusive opportunity to hear Ashton Kutcher discuss his life, career and passions. The post Interactions 2019 Welcomes Ashton Kutcher as Keynote Speaker!

Interaction 120

Interaction Innovation Technology Company 120

C3Centricity

DECEMBER 31, 2018

If you believe that you could be getting better support on your customer understanding and insight development, then these ten ideas will take you a long way to doing this in 2019. This post lays out the importance of being data driven, innovative, collaborative and agile to succeed a customer first strategy.

Brands 293

Brands Strategy Customer Journeys Infographics 293

Alida

DECEMBER 3, 2019

Over the past 15+ years of working for software companies of all sizes and serving many different markets, I’ve noticed a few constants. A basic observation that really shouldn’t be rocket science is that if you aren’t in business to make your customers’ lives easier, then you should probably find another business that isn’t dependent on customers.

Software 208

Software Marketing Customer Experience Company 208

InMoment XI

DECEMBER 15, 2022

It’s no understatement that you—along with every other business for that matter—are operating completely differently than you did in 2019. Today’s customers aren’t going to be wooed by you just having digital options—they want you to supply truly innovative digital experiences.

Trends 397

Trends How To Social Media Survey 397

NICE inContact

FEBRUARY 19, 2019

As a speaker at Interactions EMEA 2019 , which boasts a compelling agenda featuring five user group tracks with over 25 highly attended breakout sessions, you’ll have the opportunity to share your story and enhance the knowledge and skills of your industry peers and to help shape the future of customer experience.

Innovation 120

Innovation Conference Customer Experience Interaction 120

ShepHyken

JULY 22, 2019

My Comment: Innovation guru Josh Linkner writes about his experience at a French restaurant in New Orleans. Top 14 Ways to Create a Great Customer Experience Strategy in 2019 [Updated] by Amritpal Dhangal. The post 5 Top Customer Service Articles for the Week of July 22, 2019 appeared first on Shep Hyken.

Social Media 120

Social Media Customer Service Trends Tips 120

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. Stay tuned as we add more interviews and insights below.

Retail 100

Retail Customer Experience Omni-Channel Trends 100

Experience Investigators by 360Connext

OCTOBER 17, 2018

A customer-centric culture is where innovation and imagination around the customer experience live. “…culture is where innovation and imagination around the customer experience live.” I’m really excited to be a part of Customer Contact Week as they celebrate 20 years in 2019! ” @jeanniecw Click To Tweet.

Leadership 227

Leadership Culture Customer Centricity Report 227

AWS Machine Learning

APRIL 11, 2024

AWS was delighted to present to and connect with over 18,000 in-person and 267,000 virtual attendees at NVIDIA GTC, a global artificial intelligence (AI) conference that took place March 2024 in San Jose, California, returning to a hybrid, in-person experience for the first time since 2019.

Innovation 125

Innovation Resources Entertainment Sports 125

TechSee

MAY 21, 2019

CAGR, and the size of the global market will reach $2,420 million by 2024, up from just $140 million in 2019. The post Emotion Analytics is at the Heart of Customer Experience Innovation appeared first on TechSee. Research indicates that over the next five years, the emotion analytics market will register a 60.8%

Analytics 137

Analytics Innovation Customer Experience Analysis 137

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

QuestionPro Audience

NOVEMBER 2, 2018

They vary from climate change to food trends for 2019. 1 — TOP CULINARY AND COCKTAIL TRENDS FOR 2019. 2019 is the year for African, Israeli and Japanese infusion. For the drinkers, Aperol frose looks to be the front runner for summer 2019. All in all, I’m looking forward to eating my way through 2019.

Infographics 85

Infographics Social Media Trends Consumers 85

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. At the same time, workers from all fields were using AI innovations to work smarter, rather than harder. Chatbots take customer service to the next level.

Innovation 105

Innovation Chatbots Healthcare Brands 105

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

Unleashing the Power of Employee Innovation in Experience Design. The post CX Day 2019: What Is it, When Is It, and How to Make the Most Of It appeared first on Experience Investigators. Organizational Adoption & Accountability. The Journey towards CX Maturity – The Power of Knowing Where You Are and Where You’re Going.

Social Media 146

Social Media How To Culture Customer Centricity 146

Alliance by IFS

NOVEMBER 11, 2019

Sentosa, Singapore (November 11, 2019) — Astea International Inc., When: Tuesday, 12 November 2019 at 14:20. And that truly is the transformative value that Astea delivers to these emerging markets—innovative technology that is supported by unparalleled business acumen and service industry expertise.”. Learn More. www.Astea.com.

Self Service 18

Self Service Conference Customer Satisfaction Technology 18

ShepHyken

JUNE 24, 2019

Forbes) Dartmouth business school Vijay Govindarajan and author of The Innovator’s Dilemma describes three barriers to brand survival in a changing world. This article reminds us that no matter how busy we get, how innovative we become, and how much success we are enjoying, we can’t take our eye off of customer service.

Customer Service 118

Customer Service Poor Customer Service Tips Hotels 118

ShepHyken

MARCH 11, 2019

Spark Customer Experience Innovation With These Three Strategies by Denise Lee Yohn. Forbes) Even if you know that innovation in CX is the primary way to compete and win today, you might not know how to get started. Here are three strategies to spark CX innovation. My Comment: This short article focuses on CX innovation.

Customer Service 104

Customer Service e-support Guidelines Social Media 104

ShepHyken

JANUARY 28, 2019

My Comment: With the Super Bowl just around the corner, the title of the article by innovation expert Josh Linkner caught my eye. The State of Bots in 2019: Successes and Failures by Astrid Monge. Second, because it links to Fonolo’s free report, “The Top Contact Center Trends to Watch in 2019.”

Social Media 102

Social Media Customer Service Customer Care Insurance 102

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. The Engager deploys innovative, fresh strategies to engage and retain customers.

Contact Center 153

Contact Center Abandon Rate Innovation Conference 153

QuestionPro Audience

NOVEMBER 9, 2018

will increase by 4% through 2019. The AIA report also found that public safety (5.9%), education (5.2%), industrial (4.9%), healthcare (4.4%) and office (4.1%) projects will see the most spending in 2019. The latest American Institute of Architects study predicts that nonresidential construction industry spending in the U.S.

Healthcare 170

Healthcare Trends Industry Measurement 170

Comm100

FEBRUARY 26, 2019

We are looking forward to continuing to innovate and expand our trailblazing AI technologies to provide our clients with increasingly personalized digital customer experiences. The post Comm100 Wins Bronze Stevie® Award in 2019 Stevie Awards for Sales & Customer Service appeared first on Comm100.

Sales 108

Sales Customer Service Contact Center Chatbots 108

Wired and Dangerous

NOVEMBER 10, 2019

We filed the clever set of rules away but have recently dusted them off for a fresh look at innovative service. Innovative service seeks the road less traveled in the pursuit of ingenious and novel. Innovative service is scrappy and provocative. Innovative service requires preparation, not serendipity.

Customer Service 105

Customer Service Innovation Travel Study 105

ShepHyken

AUGUST 12, 2019

Calculating the ROI of CX: Complete Guide 2019 [Includes Spreadsheets] by Alyona Medelyan. Michael Maoz, a senior vice president of Innovation Strategy at Salesforce, has been researching the science and art of delivering world-class customer experience for decades. Well, that’s a bold (overtly general) statement.

Customer Service 101

Customer Service ROI Customer Service Training CRM 101

NICE inContact

JULY 9, 2019

2019 was no exception, as representatives from a variety of companies presented research, innovative approaches, best practices and results from their contact center experiences with NICE inContact CXone cloud solutions. Some of the most exciting and useful information presented comes from NICE inContact users themselves. .

Resources 149

Resources Contact Center Conference Interaction 149

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

Calabrio

MAY 10, 2019

I’m excited to share that Calabrio is sponsoring the Gartner Customer Experience & Technologies Summit 2019 on 22-23 May in London. If you’re attending the show, stop by stand S6 to experience Calabrio’s innovative approach to illuminating compelling customer insights and enriching human interactions.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

CloudCherry

NOVEMBER 11, 2019

When it comes to our Finalists for CloudCherry’s 2019-2020 CX Championship, there’s no such thing! SO, without further ado, our Top TWELVE CX Champ 2019-2020 Winners are: In the Category of PRACTITIONERS-. And that, friends, is our CX 2019-2020 dazzling dozen. And we ain’t mad about it! Request a demo.

Leadership 170

Leadership Consulting Video Government 170

Oracle

DECEMBER 22, 2020

As 2020 draws to a close and we look forward to the renewed possibilities of 2021, let’s take a look back at this year’s biggest AI innovations. Here’s a closer look at the key innovations in AI that made a splash in 2020 and set the stage for future innovation in 2021 and beyond. AI helps fight a pandemic.

Innovation 77

Innovation Healthcare Government Chatbots 77