Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

2017 48

2017 Competitive Advantage Social Media Customer Centricity 48

ShepHyken

JANUARY 9, 2017

Huffington Post) The reality of today’s business landscape is that customers are more connected than ever. Fifty-eight percent of consumers and 77% of business buyers say tech has significantly changed their expectations of how companies should interact with them. 3 Areas to Focus your Customer Experience in 2017 by Adam Toporek.

2017 80

2017 Article Customer Service Loyalty 80

ShepHyken

SEPTEMBER 11, 2017

12 Ways To Keep Customer Interaction Alive In The Face Of Self-Service Technology Integration by Forbes Communications Council. Forbes) With heightened consumer demand for automated self-service technologies, companies are answering the call and investing in do-it-yourself services. Thanks for this great list of ideas.

2017 82

2017 Article Customer Service Customer Service Training 82

TechSee

MAY 15, 2018

All eyes were on the smart home market in 2017. While the connected home market is growing steadily, it certainly has not exploded. In fact, according to PwC’s 2017 consumer study of the IoT and the connected home, while 81% of consumers are aware of smart technology, only 26% actually own a smart device.

Marketing 111

Marketing Wireless 2017 2016 111

Magellan Solutions

JULY 27, 2017

Both new and old challenges faced by the call center industry are being addressed with the help of technologies that are constantly being developed and upgraded to meet the ever-increasing expectations of customers. These are the trends of the call center industry this year of 2017: The growth of the cloud call centers. Contact us now!

Call Center 56

Call Center 2017 Omnichannel Government 56

ReviewTrackers

AUGUST 30, 2017

This week: We explain how companies from the finance, healthcare, insurance , and hospitality industries can better connect with their customers. A report from EY suggests that banks should segment their customers by technological and financial knowledge as opposed to basic demographic information, such as age and profession.

Connections 50

Connections Healthcare Banking Insurance 50

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

2017 40

2017 Customer Engagement Engagement Contact Center 40

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

2017 40

2017 Customer Engagement Engagement Contact Center 40

Retently

MARCH 29, 2023

Tesla has also claimed the top spot in the Consumer Reports’ annual owner satisfaction survey , where 91% of Tesla owners stated that they would buy another Tesla vehicle in the future. A good product that appeals to the consumer is the deepest core of marketing, which is very hard to achieve. Musk reacted immediately.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

Maru Group

FEBRUARY 19, 2020

Ten years ago, the Smart Energy Consumer Collaborative (SECC) was founded to understand the wants/needs of energy consumers in North America and share those learnings with industry stakeholders. The 2020 Symposium gathered members to reflect on the past decade and look to where consumer needs are heading into the next decade.

Consumers 52

Consumers Government Chief Customer Officer Customer Centricity 52

Calabrio

JANUARY 19, 2017

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. While customer engagement keeps its place as a top priority, in 2017, companies will broaden their focus to include employee engagement, particularly for Millennials.

2017 59

2017 Customer Satisfaction Brands Contact Center 59

Oracle

OCTOBER 22, 2019

Here are a number of technology-enabled ways that can stretch the lifecycle of products from vintage clothing, to eclectic furniture, to an old foosball table. Nextdoor is an app that helps neighbors connect, stay informed, as well as sell and recommend goods and services. Facebook Marketplace.

Technology 40

Technology 2019 2017 Travel 40

Oracle

MARCH 28, 2019

The business-to-consumer landscape is constantly shifting, especially as new technologies appear that make it easier, faster, and more effective to sell directly to buyers. Check out these 3 ways B2C is changing along with the buying habits of the modern consumer, and how technology is helping keep the pace. What is B2C?

B2C 73

B2C Consumers Retail 2017 73

TechSee

JANUARY 23, 2018

Pod technology transformed the home coffee machine market by reinventing how coffee could be delivered and brewed at home. The pod technology changed not only the way coffee was made, but also introduced new models of delivery, including coffee subscriptions etc. Before 2000, there was no market for individual coffee pods.

2017 84

2017 Innovation 2014 Consumers 84

TechSee

NOVEMBER 6, 2018

Augmented reality remote assistance is an emerging technology that enables brand agents and product experts to visually guide and collaborate with customers and field technicians. . The combination of these two technologies creates a powerful collaborative solution for remote guidance. What is augmented reality remote assistance?

Call Center 104

Call Center Insurance Customer Satisfaction Document 104

CloudCherry

JANUARY 4, 2018

Technological advancements continue to drive the disruption of the industry. Furthermore, consumers are beginning to trust these firms more and more, often to the detriment of traditional banks. Voice Technology. Blockchain Technology. Blockchain technology is mainly associated with Bitcoin and other cryptocurrencies.

Banking 170

Banking 2018 Financial Retail 170

Customer Bliss

APRIL 19, 2019

“The expectations of people, thanks to technology, are different. Establish a Framework to Connect All Facets of Your Business. Technology: How can it be used to improve the guest service both in the store and outside of it? How can technology be used to improve the guest service both in the store and outside of it?

Guest Experience 135

Guest Experience 2013 2017 Customer Experience 135

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Customers want you to know them.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

TechSee

MAY 1, 2018

The utilities industry is shifting from a highly traditional, regulation-driven environment to a technology-driven, sophisticated marketplace. For utilities, that means using data-driven insights to automatically deliver timely and relevant communications that wow consumers and optimize business operations.

2016 132

2016 2017 Call Center ROI 132

Stella Connect

SEPTEMBER 11, 2017

In our survey, we listed five concerns we frequently hear and asked retailers how significant these concerns are for them going into the 2017 holiday season. Channels and technology are big decisions, and it’s probably too late in the year to revisit them. Your Top 5 Considerations for Holiday 2017.

2017 41

2017 Retail Customer Service 2016 41

Currency Alliance

JUNE 11, 2019

Many consumers now ‘multibank’[iii], keeping their traditional provider on-hand for the same reasons they always did, but branching out in search of enhanced value. In 2000, UK consumer bank Halifax launched a fairly successful marketing slogan: the people that give you extra [iv]. in 2017[vii]. Actually, they do. Extra what?

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

TechSee

FEBRUARY 19, 2019

This year’s theme, “Intelligent Connectivity,” focuses on highly contextualized and personalized experiences , delivered when and where customers want them. Mark your calendars with these “can’t miss” sessions and exhibitors and prepare to witness the future of mobile self-service technology. In a nutshell. What’s on the agenda?

2019 95

2019 Innovation Telecommunications Events 95

Alida

SEPTEMBER 22, 2016

Start by clearly defining what your company stands for, developing an understanding of how customers engage with your brand and prioritizing lasting emotional connections with consumers. In a world of choice, consumers need help to simplify their decisions. Use consumer insight through the product innovation cycle.

2016 267

2016 Innovation Marketing Insights 267

TechSee

FEBRUARY 27, 2018

The on-demand economy is defined as economic activity created to meet a consumer demand via the real-time delivery of goods and services. million consumers annually and $57.6 Today’s consumers also have high expectations for customer service. As of 2017, roughly 3.7 billion in spending. It is also attracting investors.

Customer Service 116

Customer Service Call Center E-support Contact Center 116

ShepHyken

MARCH 9, 2020

My Comment: In 2017 Gartner predicted that by 2020 the average person will have more conversations with bots than their spouse. Finding connection in a frictionless world by Ivan Bojanic. Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. SmarterCX) The chatbot age is here. by Kelly Herrick.

2020 125

2020 Article Customer Service Books 125

Quadient

NOVEMBER 15, 2017

Consumer Power. Driven by technological developments, especially around connectivity, mobile, and social media, consumers have become much more empowered. Modern, always-on consumers are more information-savvy than ever before, and make very informed buying decisions. .

2017 40

2017 Social Media Customer Experience Innovation 40

C3Centricity

SEPTEMBER 24, 2017

I was giving a talk earlier this month in which I mentioned that technology is an enabler not a disruptor of business today. During the presentation at BPW I talked about the fact that technology is seen as the disruptor in business today, but it isn’t. Source: Marco Pacheco Executive Director JP Morgan.

Technology 48

Technology Transportation Customer Centricity Entertainment 48

West Monroe

FEBRUARY 6, 2022

For utilities, this value can take the shape in driving operational efficiency by connecting the needs of the utility employee with the technology that helps to facilitate his or her work. Even though technology can enable efficiency, it shouldn’t serve as the primary focus that guides the lifecycle of the investment.

Transportation 52

Transportation Technology Roadmap 2017 52

ProProfs Chat

NOVEMBER 17, 2017

As 2017 is coming to an end, here’re 3 customer support trends that promise a better customer support in 2018. Using each connection with customers for multiple purposes (without annoying anyone), speeds research and service at reduced cost. Enter the AI Chatbot, a technology is still in its relative infancy. Take a look. .

2018 111

2018 Omnichannel 2017 Customer Centricity 111

Eptica

APRIL 12, 2017

Date: Wednesday, April 12, 2017 Shaping the future of customer experience. Published on: April 12, 2017. Reflecting this, the analyst’s annual European customer experience event, to be held in London between 10-11 May 2017, is going to be larger and more in-depth than ever before.

Customer Experience 55

Customer Experience 2017 Retail Contact Center 55

Solvvy

SEPTEMBER 20, 2022

Customer service chatbots use artificial intelligence (AI) and machine learning (ML) to answer customers’ questions and immediately help them find the information they’re looking for, and connect them to customer service agents who can help them resolve issues. More and more, consumers expect immediate access to help.

Metrics 62

Metrics Customer Service E-support Net Promoter Score 62

Team HGS

NOVEMBER 21, 2017

Rapid strides in technology advancement have made Augmented Reality (AR) a part of our lives more than we believed a few years ago. In 2017, AR technology is assisting customer service in differentiating their tech support strategies. In 2017, 3D hologram displays are making their presence felt throughout retail stores.

White Paper 52

White Paper 2017 Customer Service Representative Consumers 52

ViiBE Blog

FEBRUARY 18, 2020

In fact, 60% of consumers report that customer service and brand loyalty are directly correlated. 77% of customers admit a willingness to switch brands more readily than in previous years, and 61% report that they did change brands or providers for at least one service in 2017. Provide exceptional customer service.

Exceptional Customer Service 52

Exceptional Customer Service Loyalty 2017 Employee Experience 52

ShepHyken

MARCH 9, 2020

My Comment: In 2017 Gartner predicted that by 2020 the average person will have more conversations with bots than their spouse. Finding connection in a frictionless world by Ivan Bojanic. Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. SmarterCX) The chatbot age is here. by Kelly Herrick.

2020 62

2020 Article Customer Service Books 62

ShepHyken

JUNE 28, 2019

Technology replacing humans. In general, technology is augmenting —not replacing — the employee. The World Bank finds in its 2019 examination of the workforce that while technology is indeed changing how people work, it’s also creating new opportunities. That’s what we all fear. Because of that word “current.”

Contact Center 112

Contact Center Blog 2025 2019 112

Eptica

JULY 21, 2019

It is true that consumers are keen to embrace these new technologies: Eptica’s research reveals that over half (54%) of UK consumers would like to use intelligent voice assistants, such as Amazon’s Alexa Google Home and Siri from Apple, to interact with brands. Here are four ways to help make this a reality: 1.

Customer Service 58

Customer Service 2022 2019 Consumers 58

Eptica

APRIL 20, 2017

Date: Thursday, April 20, 2017 The impact of the Internet of Things on customer service in Asia. Published on: April 20, 2017. Author: Vincent Giraud The rise of the Internet of Things (IoT) promises to dramatically change the relationship between people and technology.

Customer Service 50

Customer Service Wireless 2017 2018 50