Clarivate

NOVEMBER 1, 2021

Between 1981 and 2010 Henk was a senior staff member at the Centre for Science and Technology Studies (CWTS) at Leiden University, still now a center of excellence in the field of bibliometrics. His books became the cornerstone of bibliometrics education. Glänzel, U. Schmoch and M. Thelwall) in 2018.

2021 105

2021 2010 2004 2005 105

Beyond Philosophy

APRIL 2, 2020

The longer people play around with your technology, the more customers feel like it’s theirs—and the more painful it would be for them to give it up. I wrote a book in 2004, Revolutionize Your Customer Experience , that showed the four customer-centricity orientations that organizations have, which range from Naïve to Natural.

2004 159

2004 Retail Books Brands 159

Team Support

NOVEMBER 11, 2020

Remember, for many technology companies, 70% or more of revenue comes from existing customers. Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. Identify issues that that diminish product performance or inhibit customers’ ability to use a product.

2004 98

2004 Download Sales Customers 98

Optimove

AUGUST 4, 2021

and this is where we say that, actually, scaling segmentation isn’t such a headache, if you got the right technology, ahem ahem). In his 2004 famous Ted Talk, Choice, Happiness and Spaghetti Sauce , Malcolm Gladwell talked about cluster analysis in marketing and helped to popularize the notion that marketing SHOULD be personalized.

2004 98

2004 Loyalty 2021 Customers 98

Provide Support

MARCH 20, 2018

Although AI is yet to take over our lives in a formidable way, as projected in 2004 blockbuster movie- I, Robot , the technology is certainly pervasive. A decade ago, our familiarity of AI was only restricted to the silver screen. But today, the scenario has changed completely.

2004 53

2004 2003 Customer Experience Insurance 53

Team Support

SEPTEMBER 14, 2020

Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. About ServiceXRG Service Excellence Research Group (ServiceXRG) helps companies retain customers, expand revenue, and achieve cost efficiencies through service excellence.

B2B 81

B2B 2004 Customer Retention Download 81

ShepHyken

JANUARY 31, 2020

Businesses must keep their eyes on the sky and their ears to the ground when it comes to this world’s rapidly changing trends, themes, and pulse, but must never neglect the lifestyles, attitudes, technological aptitude, and the overall customer service expectations of their clients according to generational differences.

Customer Service 88

Customer Service Social Media 2004 2005 88

Team Support

SEPTEMBER 8, 2020

Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. About ServiceXRG Service Excellence Research Group (ServiceXRG) helps companies retain customers, expand revenue, and achieve cost efficiencies through service excellence.

B2B 64

B2B 2004 Download Customer Expectations 64

Magellan Solutions

FEBRUARY 28, 2017

Say what you want about millennials – the smartphone-toting, selfie-taking generation born between 1982 and 2004 – but there’s no denying their power as consumers. What’s more is that they love technology, making it a part of their everyday lives.

Call Center 61

Call Center Omnichannel 2004 Social Media 61

QuestionPro Audience

JUNE 11, 2022

The sample was drawn from official voter files from the Board of Canvassers in Michigan and included voters who were eligible to vote but did not cast a ballot in 2004. We started by discussing how traditional RDD worked and how it was doomed by a lack of participation from younger people who are less likely to have landlines.

Engagement 78

Engagement 2004 2017 2018 78

ShepHyken

JANUARY 31, 2020

Businesses must keep their eyes on the sky and their ears to the ground when it comes to this world’s rapidly changing trends, themes, and pulse, but must never neglect the lifestyles, attitudes, technological aptitude, and the overall customer service expectations of their clients according to generational differences.

Customer Service 82

Customer Service Social Media 2004 2005 82

Michelli Experience

JULY 27, 2016

I have been involved with Starbucks since 2004, beginning with initial research I conducted for my first of two books about them (The Starbucks Experience). In addition to partner engagement, leadership is also targeting customer experience enhancements driven by process changes and technology deployment.

2004 45

2004 Leadership Reference Books 45

Clicktools

JANUARY 6, 2017

Your customers born between 1982 and 2004 is now about 25% of the total population. Invest in CX technology. Practice these tips and you’ll be ahead of the game, right out of the gate. Mind the millennials. Keep your eye on this demographic. They don’t tolerate slow responses and think only their grandparents use email.

2017 58

2017 Multi-Channel 2004 Feedback 58

CSM Magazine

NOVEMBER 26, 2020

Localz , leading experts in digital customer engagement, location, and communications technology announced today the closing of a £2 million venture round of funding led by London-based investment manager Triple Point. Its focus is making the day of service awesome with solutions for order collection, service delivery, and product delivery.

2004 52

2004 Retail 2013 Customer Centricity 52

Interactions

OCTOBER 17, 2019

“When Interactions started out in 2004, a streamlined customer experience certainly wasn’t considered the business necessity that it is today. 15 years ago, the impact that technology has on customer care could not have been predicted. Working in today’s most innovative technology space, AI, the focus is always on the future.

Interaction 48

Interaction 2004 Customer Care 2020 48

CX University

JANUARY 30, 2018

Our competitors are able to deliver greater levels of efficiency and effectiveness through digital technologies. But is technology the cause for disruption, or is it a mere catalyst? I will support the latter claim, that technology does not cause the incredible success of disruptors but only enables success.

Customer Experience 61

Customer Experience 2028 2018 2017 61

Optimove

AUGUST 15, 2019

But recently, one conversation stood out to me: an Optimove user from the travel industry explained how customers experience higher degrees of anxiety as a result of the overwhelming technological options in today’s digital booking world. Today’s technology, however, can prevent these types of overwhelm.

2004 65

2004 Travel Presentation Technology 65

LoyaltyPlus

MAY 30, 2018

The success of LoyaltyPlus is a result of its strong architecture, a technology blueprint that encompasses financial accounting, operational management, call centre infrastructure and lifestyle partners, among other key considerations. AgriBonus became fully self-sustainable in 2002 and generated an annual profit from 2004.

2002 72

2002 2004 2012 Government 72

CSM Magazine

JANUARY 22, 2020

With an open, ecosystem model supported by APIs, end user customers can take a fully flexible, customizable approach to using new services that evolve with technology and business needs. Founded in 2004, Denver, CO-based Teliax is a global leader in innovative voice connectivity and communications platforms. ” About QuandaGo.

Contact Center 52

Contact Center 2004 Omnichannel Innovation 52

CSM Magazine

SEPTEMBER 29, 2022

Lucia in 2004, KM 2 Solutions has seen consistent and exponential growth across the Caribbean and Latin America. KM 2 Solutions provides these services to clients in financial services, multi-unit healthcare, insurance services, travel & hospitality, eCommerce, technology & telecommunications, home services, and other sectors.

2004 59

2004 Contact Center Telecommunications Hospitality 59

CSM Magazine

JULY 14, 2020

Introduce clever technology behind the scenes. Once re-acquainted with the importance of PCI DSS, why not introduce technology that enables PCI DSS compliance? Look for a partner who is Level 1 PCI DSS accredited, which means you and your customers can rely on their technology with absolute confidence.

E Commerce 52

E Commerce 2004 2019 Customer Confidence 52

Team Support

NOVEMBER 10, 2020

Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. About ServiceXRG Service Excellence Research Group (ServiceXRG) helps companies retain customers, expand revenue, and achieve cost efficiencies through service excellence.

2004 59

2004 B2B Download Sales 59

West Monroe

SEPTEMBER 4, 2023

Beauty's Chief Digital Officer, joins the podcast to discuss the ever-evolving customer journey and the balance between customer needs and technology advancement, fostering innovation, and maintaining a seamless physical-digital connection. Beauty, where she leverages cutting-edge technology to help the company maximize growth.

Culture 52

Culture E Commerce 2004 E-support 52

LiveChat

JANUARY 20, 2017

But then, in the 60’s, forward-thinking companies started to see an opportunity in technology. Facebook was invented in 2004, and although it was just a network back then, many businesses adopted it as an additional customer support channel. Even though people knew the telephone, no one thought about it in terms of customer support.

Customer Service 62

Customer Service Customer Experience Social Media 2004 62

Team Support

JANUARY 26, 2021

Since 2004, ServiceXRG has guided the world’s leading technology companies in their strategic efforts to retain customers, grow recurring revenue, and achieve cost efficiencies through the delivery of high-quality Technical Support and Customer Success services.

B2B 64

B2B E-support 2004 Download 64

SurveySensum

SEPTEMBER 2, 2024

Attention Measurement Did you know the average attention on screen has decreased by 69% since 2004? Technologies make it possible not to do it manually, optimize resources, and grow ROI. The key lies in using these technologies to enhance value without compromising customer autonomy.

2024 52

2024 Advertising Retail 2004 52

Horizon CX

JULY 15, 2019

It would be safe to say that advances in technology in and around learning have facilitated a lot more capability for successful online learning. My learning here was both interactive and memorable—two key learning elements. Now let’s take this to the current state of learning around the Customer Experience discipline.

2004 45

2004 2011 Presentation Entertainment 45

Talkdesk

OCTOBER 16, 2019

In 2004, the founders envisioned a company that listened carefully to customers and empowered them with technology to achieve their goals faster and more effectively. Today, Cherwell® Service Management software enables IT departments to easily automate routine tasks, enhance response times and free up valuable time.

2004 44

2004 Customer Service Contact Center 2019 44

ProProfs Chat

SEPTEMBER 20, 2019

Because, while customers have embraced digital technologies to make collecting responses easier, they have become more aware and guarded about the information they are willing to share. Invented in 2004, NPS was called the “the one question you’ll ever need.” Is that an oxymoronic statement? – Yes. Is it true? Why is that so?

Net Promoter Score 56

Net Promoter Score 2004 NPS Customer Satisfaction 56

CSM Magazine

DECEMBER 12, 2019

While these statistics show improvement, when the PCI Security Standards Council first published the PCI DSS in 2004, it was expected that organizations would achieve effective and sustainable compliance within about five years. in 2012 to a high of 55.4% in 2016 and dipping well below 40% (36.7%) in 2018. About the Author.

Contact Center 52

Contact Center 2018 2004 2008 52

COPC

SEPTEMBER 9, 2019

“… the technology revolution (e.g., Q: What has been the biggest challenge in the deployment of AI technology at Ant Financial, and how did you overcome it? In realizing our vision, we have been faced with many challenges in terms of technology, data, AI logic, etc. Last but not least, the technology revolution (e.g.,

Financial 40

Financial 2004 Customer Satisfaction Innovation 40

CSM Magazine

APRIL 5, 2018

While the reality of super intelligence may be a few decades away, contact centres are experiencing the now of this technology and asking themselves whether increased automation will also mean an increase in P45s. Incorporate co-browse and screen-share technology into your phone based contact centres.

Customer Care 40

Customer Care 2004 2030 Average Handle Time 40

CSM Magazine

OCTOBER 7, 2019

We’re also helped in our quest to provide the best possible customer service for PRM passengers by the many companies and organizations which are actively coming up with devices and technologies to solve issues affecting PRM passengers. This includes the top 30 airports within the USA and 15 airports within the UK.

Customer Service 40

Customer Service 2004 Travel 2010 40

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Barry Dalton. Bruce Temkin.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Optimove

NOVEMBER 14, 2019

Magnet Global provides tailor-made localization solutions for technology companies in the European and Turkish markets, including market research, business development, strategy development, market entry and operation management. The comany, founded in 2004, currently sends 50 million messages every month. The company, which sent 2.5

Multi-Channel 40

Multi-Channel 2008 E Commerce 2004 40

COPC

SEPTEMBER 5, 2019

“… the technology revolution (e.g., These changes have been strongly influenced by the development and adoption of new technologies. Being an internet-based company, we instinctively started to think about how we could use new technologies and big data to overcome the obstacles we were finding in our service delivery.

Financial 40

Financial 2004 2014 Innovation 40

COPC

SEPTEMBER 4, 2019

“… the technology revolution (e.g., These changes have been strongly influenced by the development and adoption of new technologies. Being an internet-based company, we instinctively started to think about how we could use new technologies and big data to overcome the obstacles we were finding in our service delivery.

Financial 40

Financial 2004 2014 Innovation 40