eglobalis

OCTOBER 14, 2024

Why Business Cases Alone Can’t Foster Innovation Business case studies are often used in CX education to teach professionals how companies solved specific challenges. Their programs emphasize data analytics and feedback management, leveraging their own software.

Customer Experience 345

Customer Experience Customer Journeys Case Study Innovation 345

Calabrio

FEBRUARY 26, 2021

2020 was a time of great change for the contact center. Through our analytics product, as well as the full workforce engagement management suite, we helped our customers navigate a changing landscape and continued to deliver unparalleled customer service. Winning Products to Enable Customer Success.

Analytics 130

Analytics Innovation Contact Center Call Center 130

InMoment XI

JUNE 28, 2022

Announcement #2: InMoment Named a Leader in People-Oriented Text Analytics Platforms Report for Q2, 2022. Our next InMoment announcement covers a report by third-party analyst, Forrester, entitled “The Forrester Wave : People-Oriented Text Analytics Platforms, Q2, 2022.” Want to know more about these headlines? Forrester Research, Inc.

Analytics 74

Analytics Feedback Report Industry 74

TechSee

DECEMBER 31, 2019

To help you plan, we’ve highlighted nine of the biggest customer service trends for 2020. In 2020, automation, Artificial Intelligence (AI) and Machine Learning are expected to have an even greater impact on contact center operations. Analytics will drive hyper-personalized experiences. Explosion of virtual contact centers.

Trends 136

Trends Customer Service Self Service Contact Center 136

NICE inContact

DECEMBER 16, 2019

Are you looking for ways to boost agent performance and improve your customers experience in 2020? As you start to plan for the new year, keeping a pulse on technology innovations and understanding what your customers want will be critical to providing an exceptional experience and staying one step ahead of the competition.

Analytics 156

Analytics Trends Innovation Technology 156

Experience Investigators by 360Connext

OCTOBER 22, 2019

What sort of predictions can we make to better prepare for the future of Customer Experience in 2020 and beyond? But first, let’s talk about what won’t change in the world of CX — not in 2020, nor the foreseeable longer-term future. Don’t expect this to change in 2020 or the future beyond it.

Trends 169

Trends Customer Experience Chatbots Brands 169

Calabrio

FEBRUARY 24, 2020

In an industry making great strides with big data, analytics, AI and ever-expanding digital pathways and possibilities, we should always keep sight of one thing: customer service organizations adopting Workforce Engagement Management (WEM) solutions put people first. This is Calabrio’s fourth year positioned as a Visionary by Gartner.

Self Service 32

Self Service Engagement Management Contact Center 32

InMoment XI

MARCH 20, 2024

Championing a Retail-Like Banking Experience Metro Bank’s innovative approach emphasised “stores” over traditional “branches.” Customer-Centric Approach and Transformation In 2020, Metro Bank established a dedicated team focused on cultivating fans.

Customer Centricity 195

Customer Centricity Net Promoter Score Banking Effort Score 195

Oracle

NOVEMBER 5, 2019

Retail innovation is constantly evolving, from established brands testing new customer experiences to the changing face of service delivery. What retail innovations are on the horizon for 2020? At Future Stores 2020, helping brands strike that balance is a major focus. Experiential selling moves to the forefront.

Retail 76

Retail Innovation Self Service Conference 76

BlueOcean

JULY 12, 2018

Viewing your supplier as an extension of your internal organization invites the opportunity for knowledge sharing, process improvements, risk reduction, and product/service innovation. By 2020, 85% of all customer interactions will be handled without a human agent. ”. Data Analytics in the Contact Center. “ Look no further.

Customer Care 185

Customer Care Trends Contact Center Chatbots 185

Lumoa

DECEMBER 5, 2017

Helsinki has welcomed 20.000 innovators at Slush , the world's leading startup event. Did you know that text analytics at Lumoa are powered by AI? ”AI 85% of customer interactions will be managed with AI by 2020 @AccentureFI #accentureaccelerator #slush17 — Hanna-Mari Parkkinen (@HMParkkinen) 1 December 2017.

Healthcare 256

Healthcare Customer Centricity Innovation Meeting 256

Thematic

DECEMBER 9, 2019

Welcome to 2020! When one player in the space creates an innovative solution, customers soon expect the same innovation from others. How do tech companies come up with these innovations? Analytics is huge in the tech world! Usage analytics can be very granular. Reporting and analytics. Are they happy?

Feedback 126

Feedback Travel Voice of Customer Hospitality 126

Ecrion

JULY 7, 2020

Ecrion, a leader in customer communications management, document automation, and customer journey automation, was named by independent research firm, Aragon, as a “Hot Vendor” in its 2020 Hot Vendors in Workflow and Content Automation (WCA) report. The post Aragon Research Names Ecrion a 2020 Hot Vendor appeared first on Ecrion.

Customer Journeys 102

Customer Journeys Analytics Software Report 102

Calabrio

JANUARY 2, 2020

At the beginning of a new decade, 2020 is set to be an exciting year as Calabrio continues to expand the capabilities of the WEM platform and integrate the best of both WFM solutions for next-level Customer Experience Intelligence, where the very best of human talents and activities combine with contextual and predictive customer analytics.

Brands 221

Brands Social Media Roadmap Contact Center 221

Comm100

DECEMBER 2, 2021

Customers demanded digital services to meet their needs, and as organizations rose to the demand, these high customer expectations led to innovative new services. One of the greatest challenges for financial services organizations has been juggling the need to push innovation while maintaining support for trusted and secure technologies.

Financial 244

Financial Trends Customer Experience Omni-Channel 244

CSM Magazine

DECEMBER 5, 2019

Philip Say, VP of Innovation Product Management, Sutherland Labs shares his CX Predictions for 2020. Customer experience (CX) is now becoming the cornerstone of a brand’s reputation, and as such, brands are looking for new and innovative ways to transform their business in order to focus on customer-centricity.

Customer Experience 91

Customer Experience Omni-Channel User Experience Innovation 91

Lumoa

AUGUST 23, 2021

Since the pandemic began, however, the challenge has evolved into not just standing out, but instead to effectively pivot, innovate and transform your business. Nothing drove this realization home harder than providing services during the incredibly difficult year of 2020 (and beyond!).

Customer Experience 221

Customer Experience Social Media Video Customers 221

ECXO

AUGUST 9, 2023

Accenture (another market leader) reported that while more than 86% of companies had increased cloud initiatives since 2020, only 42% had fully achieved the outcomes they expected (cost saving was the most elusive). Firms don’t tend to hire people who are multi-disciplinary with strong CX or even data analytics skills.

Consulting 286

Consulting Competitive Advantage Culture Touchpoint 286

Clarivate

APRIL 21, 2022

Ukraine has a rich history when it comes to scientific innovation, from physics to life sciences, chemistry and engineering. Scientific innovation in Ukraine, by the numbers. Using InCites Benchmarking and Analytics , we first looked at Ukraine’s overall scientific output on macro, meso and micro levels. Source: InCites.

Innovation 98

Innovation Technology Analysis Banking 98

ChurnZero

DECEMBER 16, 2020

NVTC Tech 100 awards celebrate the most innovative technology companies and top tech executives in the region. The final NVTC Tech100 Award list comprises 100 tech companies and 26 executives, each consistently demonstrating dedication, vision and innovation. “As The full list of awardees are as follows: 2020 Tech 100 Companies.

Government 98

Government Consulting Groups Innovation 98

SurveySensum

JULY 14, 2020

Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI. LinkedIn : [link]. Website : [link] /.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Calabrio

JANUARY 2, 2020

At the beginning of a new decade, 2020 is set to be an exciting year as Calabrio continues to expand the capabilities of the WEM platform and integrate the best of both WFM solutions for next-level Customer Experience Intelligence, where the very best of human talents and activities combine with contextual and predictive customer analytics.

Social Media 190

Social Media Roadmap Contact Center Analytics 190

NetBase

JULY 20, 2020

Social Media Analytics is often misunderstood, because the social media itself is misunderstood! This is where Social Analytics comes into play. What Is Social Analytics? When you have state of the art tools, however, Social Analytics becomes a treasure trove of consumer insights you can’t find anywhere else.

Social Media 104

Social Media Analytics Net Promoter Score Analysis 104

TechSee

OCTOBER 2, 2018

In fact, the IDC forecasts that 25% of field-service technicians will use augmented reality by 2020, leveraging image overlay in their day-to-day activities. Here are some sample use cases: Predictive analytics and maintenance. Technical Support in the age of Digital Twins. Remote troubleshooting.

Technology 176

Technology Self Service Innovation Trends 176

Calabrio

JANUARY 6, 2016

By 2020, the number of connected “things” is expected to rise to 30 billion. By the year 2020, your washing machine breaks down. As more agents are working remotely, in different countries, different time zones and in different languages, the contact center’s systems—for workflow, CRM, analytics—will have to be more tightly integrated.

Customer Engagement 133

Customer Engagement Omni-Channel Engagement Self Service 133

TechSee

OCTOBER 23, 2018

For organizations to succeed in creating a truly personalized CX, innovative approaches must be implemented that resonate deeply with customers so that they feel valued and appreciated. AI Innovations that can boost personalized customer service. Customer Analytics. Virtual Assistants.

Tools 157

Tools Customer Service Chatbots How To 157

NetBase

FEBRUARY 28, 2020

It’s because they’re long on expectations and short on insight – and it’s why having a strategic social analytics program is so essential. Our latest report shares Five Steps to Building a Successful Social Analytics Program. Social Analytics Adoption Barriers. Social Analytics in a Nutshell. Protect brand reputation.

Analytics 60

Analytics Automotive ROI Metrics 60

Calabrio

APRIL 28, 2021

We were planning for a cloud-first infrastructure that would enable fast scalability , greater innovation and cost optimization. When we launched the new Calabrio ONE in 2020 , we offer ed a platform that prioritized the cloud and the demands of a modern call center.

Meeting 130

Meeting Engagement Management Contact Center 130

Upstream Works

JANUARY 16, 2020

This is the last in a series of blog posts examining key contact center trends for 2020, and the first three lead up to this broader theme of innovation driven by Artificial Intelligence (AI). To help get you on this path, here are three core applications of AI that are gaining traction in 2020. 24/7 Self-service.

Innovation 78

Innovation Self Service Customer Journeys Contact Center 78

CSM Magazine

DECEMBER 2, 2020

As we say farewell to 2020 there are plenty of positives to take from this year of change and challenges. By far the biggest takeaways from 2020 are: Remote work is here to stay – the pandemic has finally ended the decade-long debate on remote or home-working. Lessons learned.

Self Service 72

Self Service Analytics e-support Competitive Advantage 72

TechSee

OCTOBER 31, 2018

This growth is expected to continue, with Technavio predicting that the global telecom IoT market will post an impressive CAGR of more than 42% by 2020. The driver for this growth? Artificial intelligence (AI). Artificial Intelligent applications are revolutionizing the way telecoms operate, optimize and provide service to their customers.

Industry 100

Industry Telecommunications Trends Self Service 100

TechSee

APRIL 3, 2018

It is well known that the acquisition costs of converting new customers far outweigh the cost of maintaining current customers, further motivating companies to find and implement innovative customer retention strategies. McKinsey reports that a comprehensive, analytics-driven approach can help telecom companies reduce churn by as much as 15%.

Customer Retention 141

Customer Retention Technology Strategy Analytics 141

NetBase

JUNE 5, 2020

The time is ripe to innovate the way movies and TV are seen. Filming industries everywhere are getting the chance to prove their innovation and endurance in this race to adapt to the fickle and safety-conscious consumer. MTV innovated TV with music way back when, and then over a decade later with reality TV via The Real World.

Innovation 73

Innovation Brands Social Media Advertising 73

AWS Machine Learning

JANUARY 13, 2023

Machine learning (ML) presents an opportunity to address some of these concerns and is being adopted to advance data analytics and derive meaningful insights from diverse HCLS data for use cases like care delivery, clinical decision support, precision medicine, triage and diagnosis, and chronic care management. link] [2] FedML [link].

Analytics 101

Analytics Data Healthcare Hospitality 101

NICE inContact

OCTOBER 30, 2019

We established the NICE inContact CX Excellence Awards Program to celebrate and honor organizations that drive creative, innovative customer interactions. The 2020 NICE inContact CX Excellence awards program recognizes customers like you, who strive for excellence.

Net Promoter Score 120

Net Promoter Score Conference Hotels First Call Resolution 120

SurveySparrow

FEBRUARY 24, 2020

10 Best Performance Management Tools of 2020. But we surely can list out a set of the best performance management tools of 2020 to reduce your confusion and lead you towards finding the right software for your business. Performance Management Tools aids businesses to monitor, evaluate and analyse employee productivity and performance.

Tools 80

Tools Self Service Management Culture 80

CSM Magazine

OCTOBER 21, 2024

This article explores how the Philippines is leading the way in customer experience innovation. million Filipinos and generated approximately $26 billion in revenue in 2020 alone, according to Everest Group. Data-driven insights are another key innovation in customer experience. The industry employs over 1.3

Innovation 52

Innovation Customer Experience Omni-Channel Social Media 52