TechSee

NOVEMBER 20, 2017

The Facebook bot count hit 100,000 in April 2017 only a year after the initial Facebook bot announcement. The post Customer Service Innovation — How Chatbots are Evolving appeared first on Techsee. They went through the peak of expectations, the trough of disillusionments, and are slowly heading towards enlightenment and productivity.

Innovation 117

Innovation Customer Service 2016 Consumers 117

CSM Magazine

MARCH 25, 2025

Since launching in 2017, Disrupt has become the must-attend event for CX innovators, consistently attracting around 1000 decision-makers to its annual London event and its sister event in Madrid.

2025 52

2025 2017 Events Innovation 52

ShepHyken

MAY 29, 2017

Société Générale’s group head of corporate resources and innovation explains how to achieve such symmetry. McKinsey & Company interviews Françoise Mercadal-Delasalles, head of corporate resources and innovation at France’s Société Générale about their internal service culture. Follow on Twitter: @Hyken.

2017 101

2017 Article Customer Service Airlines 101

TechSee

FEBRUARY 19, 2019

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. Innovative AI-Driven Self-Service Exhibitors Not to be Missed. Engaging your customers on a personal level is the key to long-term loyalty.

2019 95

2019 Innovation Telecommunications Events 95

Experience Investigators by 360Connext

OCTOBER 4, 2017

Jeannie Walters (@jeanniecw) October 4, 2017. Who is listening to them and encouraging them to innovate around service? CX Investigators (@360Connext) October 4, 2017. But embracing that tension means innovating to the best possible solution. cxday #custexp pic.twitter.com/cxdCaGEpzn. Embrace the tension.

Customer Service 181

Customer Service 2017 Social Media Innovation 181

GetFeedback

JULY 24, 2018

If a customer expects great service and innovative products but the company fails to deliver, they’ll quickly regret their decision to buy. Editor’s Note: This post was originally published in September 2017. It’s their job to deliver on that brand promise and attend to any issues that crop up along the way.

Customer Experience 277

Customer Experience Touchpoint Customer Journey Mapping Definition 277

Customer Bliss

DECEMBER 15, 2016

What are you going to do strategically to drive customer experience, earn the right to the work, and create a customer-driven growth engine in 2017? Proactive experience reliability and innovation. What are you thinking about for 2017 in terms of driving your customer experience? Align around experience. This is a flaw.

Management 152

Management 2017 Books Leadership 152

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

What are some of the customer experience trends we’ll see through the end of 2017 and into 2018? Innovation around AI will be the next great frontier, so your organization better be looking to this future quickly. As a result, the ways we measure, analyze and improve the experience are becoming more and more sophisticated.

Net Promoter Score 244

Net Promoter Score 2017 Banking Metrics 244

BlueOcean

APRIL 16, 2024

The company received a Bronze Stevie in 2017, a Silver Stevie in 2019, and another Silver Stevie in 2020. Blue Ocean truly exemplifies what a BPO can do for a client in building a relationship and innovating to meet extraordinary needs. About Blue Ocean Blue Ocean is an award-winning provider of innovative customer care solutions.

Contact Center 177

Contact Center 2024 Sports Customer Care 177

ShepHyken

AUGUST 14, 2017

My Comment: Innovation is a big word in business today. Read this article about five ways successful retailers have innovated to make a better CX. Even if you’re not in the retail industry, these examples may kick-start a good conversation around creativity and innovation. The answer lies in improving Customer Experience (CX).

2017 83

2017 Article Customer Service Retail 83

Customer Bliss

AUGUST 17, 2017

Here’s why: Employees need to be viewed as internal customers/stakeholders: This will get you more ideas, approaches, and innovations. I don’t see many successful 2017 companies built on drones. Valuing employees simply for deliverable work just gets you drones. Make your own Amazon joke here.).

Airlines 191

Airlines 2017 Culture Books 191

Customer Bliss

NOVEMBER 23, 2016

Proactive experience reliability and innovation. The Reality Check Audit And 2017 Goals. It’s entirely possible your team already did 2017 strategy planning (I’ve often seen that happen in September at a lot of companies), but the holidays and New Year’s are always a time we reflect and look forward.

Chief Customer Officer 147

Chief Customer Officer 2017 Workshop Books 147

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). In that role, Maxie creates thought leadership and advises clients on how to build an effective CX measurement program, but also on how companies can (and should) innovate CX measurement practices beyond surveys.

Webinar 186

Webinar 2017 Financial Measurement 186

Magellan Solutions

JUNE 19, 2017

Held at the International Convention Centre in Sydney, Australia, CEO Chua participated in CeBIT 2017—the largest business technology event in Australia—along with other Philippine delegates. CEO Chua also joined the Philippine delegation in the 2017 Software Development Expo and Conference (SODEC) in Japan. and Startrek. and Startrek.

2017 78

2017 Telecommunications Call Center Workshop 78

ShepHyken

AUGUST 7, 2017

4 Simple Yet Innovative Tips To Boost Customer Care (without sacrificing your tech budget!). LinkedIn) Here are 4 simple yet innovative tips that help change the way customer care operations are run and improve the customer experience for the better. This particular article focuses on the Facebook Messenger chatbot and marketing.

2017 17

2017 Article Customer Service Social Media 17

InMoment XI

OCTOBER 30, 2024

Their resources allow them to offer innovative digital experiences and quick services. McKinsey & Company ) Approximately one in six customers report that insurers don’t follow up with them after an initial discussion. McKinsey & Company ) How to Improve Customer Experience in Insurance?

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

ReviewTrackers

APRIL 19, 2017

The Forum for Healthcare Strategists is presenting the 2017 Healthcare Marketing & Physician Strategies Summit , to be held May 8 to 10, 2017 at the JW Marriott in Austin, Texas. The Importance of Innovation in Healthcare. Companies must continue to innovate, even after they have grown and matured, Joel suggests.

Healthcare 101

Healthcare Innovation Marketing 2017 101

Alida

JANUARY 13, 2017

If you’re a marketing leader with CX responsibility, it’s likely you need to focus your efforts to meet business expectations in 2017—and you need to do so fast. Here’s what six of them told us about how to improve CX in 2017. Ted Rubin, keynote speaker and acting CMO at Brand Innovators. ” How to win the CX war in 2017.

Marketing 91

Marketing Customer Experience 2017 Multi-Channel 91

ShepHyken

JANUARY 30, 2017

Media Post) The digital economy has driven innovation and created new channels and profit centers, but organizations that look at technology to totally displace human interaction are misguided, according to a study. The post 5 Top Customer Service Articles For the Week of January 30, 2017 appeared first on Shep Hyken.

2017 82

2017 Article Customer Service Airlines 82

Alida

AUGUST 30, 2017

The Customer Intelligence Summit is a must-attend conference for marketing, CX, product innovation and market research pros. We also invited Sun Life Financial, Bauer Media UK and Keurig Canada to share three innovative ways of calculating ROI. Hear about the incredible new innovations you can leverage soon. Expand your network.

2017 100

2017 ROI Innovation Customer Relationships 100

ShepHyken

AUGUST 28, 2017

Antavo) Online eCommerce giants are moving into the offline sphere and we’re seeing more and more innovative solutions based on Big Data. The post 5 Top Customer Service Articles for the Week of August 28, 2017 appeared first on Shep Hyken. The Future of Customer Loyalty Programs – Now and for the Holidays by Timi Garai.

2017 83

2017 Article Customer Service Contact Center 83

Oracle

NOVEMBER 27, 2019

Modern retailers understand this new omnichannel reality and are adopting retail innovation strategies to meet shoppers wherever they are — and on whatever device they choose. Fast-food restaurants may get even faster thanks to retail innovation in customer service tech. Revolutionizing the drive-thru experience. The future of retail.

Retail 74

Retail Innovation 2019 Multi-Channel 74

Alida

JULY 11, 2017

Forrester’s 2017 Global Customer Experience Trends report found the vast majority of firms in digital and traditional retail, banking and insurance around the world only earned the research firm’s Customer Experience Index (CX Index) score in the “OK” range. Customer experience is middling at best, and that’s troubling for brands.

Customer Experience 183

Customer Experience Omnichannel 2015 Retail 183

ShepHyken

JULY 17, 2017

Office of American Innovation Targets Federal Customer Service by Frank Konkel . Nextgov) The White House Office of American Innovation has its crosshairs set on improving federal customer service, a major challenge because of the government’s “near monopoly ” in providing poor service delivery. Follow on Twitter: @Hyken.

2017 30

2017 Article Customer Service Net Promoter Score 30

BlueOcean

APRIL 16, 2024

The company received a Bronze Stevie in 2017, a Silver Stevie in 2019, and another Silver Stevie in 2020. Blue Ocean truly exemplifies what a BPO can do for a client in building a relationship and innovating to meet extraordinary needs. About Blue Ocean Blue Ocean is an award-winning provider of innovative customer care solutions.

Contact Center 156

Contact Center 2024 Sports Customer Care 156

ShepHyken

NOVEMBER 27, 2017

Josh Linkner, innovation guru, shares four core ideas that build loyalty. The post 5 Top Customer Service Articles For the Week of November 27, 2017 appeared first on Shep Hyken. Just follow this four-step approach, and you’re sure to create wild raving fans. Follow on Twitter: @Hyken.

2017 76

2017 Article Customer Service Loyalty Programs 76

ShepHyken

OCTOBER 2, 2017

Conventional wisdom thwarts progress and innovation – in everything, including customer service! The post 5 Top Customer Service Articles for the Week of October 2, 2017 appeared first on Shep Hyken. Great concepts here. What you believe to be true may be holding you back. Follow on Twitter: @Hyken.

2017 84

2017 Article Customer Service Customer Journey Mapping 84

Alida

MAY 8, 2018

But most organizations have a lot of work to do, and other research, including one from Forrester, indicates growth in (CX) innovation has flatlined. The good news is the CMO Council stats suggest it’s possible to improve CX, and some companies have done it well. CMOs still don’t have a single view of the customer.

Customer Experience 173

Customer Experience 2016 2017 Leadership 173

ShepHyken

JUNE 26, 2017

Innovation expert Josh Linkner calls this question a “difference maker” – a question that could boost your company and career. The post 5 Top Customer Service Articles For the Week of June 26, 2017 appeared first on Shep Hyken. A simple phrase that’s easy to say, but may require a mindset shift to fully embrace: How Can I Help?

2017 15

2017 Article Customer Service E Commerce 15

Lumoa

DECEMBER 5, 2017

Helsinki has welcomed 20.000 innovators at Slush , the world's leading startup event. Slush gave us an opportunity to meet new and already familiar people, secure a couple of deals and have meaningful conversations on customer experience. — Slush (@SlushHQ) 30 November 2017. "Each Lavas (@lavas) 29 November 2017.

2017 102

2017 Insights Healthcare Events 102

BlueOcean

MARCH 3, 2020

The company won a Bronze Stevie in 2017 and a Silver Stevie in 2019. Blue Ocean is an award-winning provider of innovative customer care solutions that enhance the relationships clients have with their customers. This is Blue Ocean’s third Stevie Award. About Blue Ocean.

2020 156

2020 Contact Center Insurance 2017 156

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). In that role, Maxie creates thought leadership and advises clients on how to build an effective CX measurement program, but also on how companies can (and should) innovate CX measurement practices beyond surveys.

Webinar 150

Webinar 2017 Financial Measurement 150

BlueOcean

JANUARY 21, 2019

The company received a Bronze Stevie in the same category in 2017. Blue Ocean is an award-winning provider of innovative customer care solutions. We are so pleased to have the work of this particular team, and the high-stakes work they do every day, recognized on the international stage,” said Blue Ocean president, Andrew O’Brien.

2019 204

2019 Customer Service Insurance 2017 204

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). In that role, Maxie creates thought leadership and advises clients on how to build an effective CX measurement program, but also on how companies can (and should) innovate CX measurement practices beyond surveys.

Webinar 150

Webinar 2017 Financial 2018 150

BlueOcean

MARCH 30, 2018

When these teams meet, is there a tendency towards innovation, talk of collaboration? Yes, ROI is found in tangible dollars, but we’re also talking about factors such as customer satisfaction, innovation, process improvement and more. Climbing higher still, they reach the level of real innovation. It’s a two-way street.

Insights 184

Insights Contact Center Hospitality Culture 184

BlueOcean

JANUARY 21, 2020

The company received a Bronze Stevie in 2017 and a Silver Stevie in 2019 in the “Customer Service Team of the Year – Recovery Situation” category. Blue Ocean is an award-winning provider of innovative customer care solutions. This is Blue Ocean’s third time being recognized by the Stevie Awards. About Blue Ocean.

2020 156

2020 Customer Service Insurance 2017 156

Customer Bliss

DECEMBER 8, 2016

Then, for 2017, fix those issues. Office holiday party: Reliability and innovation. Then, on top of that, innovate a little bit. I’m riffing now, but be innovative. Make a list of the issues by listening to those who attended. In short, provide the things that people expect (reliability). Photo booth. Photo booth.

2017 135

2017 Innovation Leadership Blog 135