TechSee

JUNE 25, 2019

of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. As the technology matures, many companies will inevitably look for holistic AI solutions that unify customer and operational data to achieve the most valuable and actionable insights.

Technology 122

Technology Customer Service Contact Center Call Center 122

GetFeedback

JULY 24, 2018

Today, customers can interact with companies in more ways than ever, across unique channels, devices, and time zones. While technology and automation have unquestionably improved our lives, they’ve also made the modern customer experience much noisier. Editor’s Note: This post was originally published in September 2017.

Customer Experience 277

Customer Experience Touchpoint Customer Journey Mapping Definition 277

ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. The breakthrough technologies have swamped the world and it’s the truth that all this change has been enticing for most of us. Shep Hyken.

Government 98

Government Technology Blog 2017 98

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. Such an easy thing to correct, and, as a consumer, such a frustrating way to start off my interaction. .

Marketing 91

Marketing Customer Experience 2017 Multi-Channel 91

Customer Bliss

NOVEMBER 9, 2017

As I look back at an article I previously wrote – What will CX Look Like in 2017 , I’m excited to see some of the progress that has been made in the industry. How do you determine how your clients or customers will react to a new product or service – or more importantly, how they interact with your brand?

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Blog Customer Experience 2017 2018 204

Avaya

SEPTEMBER 30, 2016

Next week is IP Expo, one of the UK’s main business technology events. One of the key themes of the show is Artificial Intelligence, something that shouldn’t really be a surprise considering the technology is fast becoming a reality in the enterprise, with chatbots, predictive intelligence and robot PAs. Don’t believe me?

2017 76

2017 Social Media Technology Events 76

ShepHyken

MAY 22, 2017

My Comment: While this article focuses on seven customer service tips for the phone, they are also appropriate for other interactions with your customers, including face-to-face. My Comment: Technology is changing the way we deliver customer service and support. None of these allow for human-to-human interaction.

2017 84

2017 Article Customer Service Airlines 84

ShepHyken

JANUARY 9, 2017

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 Customer Experience Resolutions by Lynn Hunsaker. Follow on Twitter: @Hyken.

2017 80

2017 Article Customer Service Loyalty 80

CloudCherry

MARCH 12, 2018

Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. The 2017 CX Index for US companies clearly indicates leadership gap to be the main reason for the downfall of Customer Experience. Do not look at interactions alone.

Customer Experience 170

Customer Experience Customer Journey Mapping 2017 Touchpoint 170

CloudCherry

MARCH 12, 2018

Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. The 2017 CX Index for US companies clearly indicates leadership gap to be the main reason for the downfall of Customer Experience. Do not look at interactions alone.

Customer Experience 170

Customer Experience Customer Journey Mapping 2017 Touchpoint 170

Storyminers

JANUARY 24, 2017

This article appeared first January 10, 2017 at SharpenCX.com. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device. How do you expect customer expectations to change in 2017? Here’s what we learned.

Contact Center 34

Contact Center 2017 Brands Hospitality 34

Oracle

OCTOBER 2, 2019

One thing retailers can do to stand out from the competition is to improve their online customer experience (CX) using new technologies that improve the online shopping experience. Here are 5 examples of CX technologies retailers can use to encourage customers to buy on their sites and nurture customer loyalty. Visual search.

Technology 87

Technology Social Media Fashion Retail 87

ShepHyken

JANUARY 30, 2017

This excellent article focuses on five traits that anyone who interacts with customers should practice. 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.

2017 83

2017 Article Customer Service Airlines 83

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. Follow on Twitter: @Hyken.

2017 86

2017 Article Customer Service Customer Service Training 86

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. Luckily, with the right mixture of technology and human touch, customer service doesn’t have to be hard. Shep Hyken.

Blog 101

Blog Technology Customer Service Management 101

Kayako

JANUARY 5, 2017

These are the five ways of providing premium customer support software to meet your customer expectations in 2017: 1. In multi-channel strategy, a company uses text, web, social, and live chat to interact with their customers. businesses’ existing CRM systems can’t track customers’ social media interaction.” 7POxMH7a7o.

2017 38

2017 Multi-Channel Loyalty Customer Service 38

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. Here are some valuable lessons from the customer experience case studies presented at Experience 2017. The marriage of technology and humanity is here to stay. It’s all about your people.

Airlines 152

Airlines 2017 Metrics Social Media 152

ShepHyken

AUGUST 14, 2017

It’s not to build an excellent product using the latest innovative technologies. And with new developments in technology, including buzzwords like cognitive computing, machine learning, and VR, merging human interaction with AI is seeming to be more and more likely the solution for managing customers needs.

2017 85

2017 Article Customer Service Retail 85

ShepHyken

MAY 1, 2017

In-store shopping lives on, but technology will dramatically change what it looks like. My Comment: Every interaction we have with a customer is an opportunity to build customer loyalty. The post 5 Top Customer Service Articles For the Week of May 1, 2017 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

2017 87

2017 Article Customer Service Social Media 87

Bold360

FEBRUARY 23, 2017

The financial services industry is changing and developing at a ferocious pace, and 2017 is expected to be a year of growth, at least for those companies able to provide their customers with access to the best technology available to assist them throughout their online journey. Creating a New Self-Service Solution in Banking.

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2017 Financial Banking 2014 63

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.

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2017 Customer Engagement Engagement Contact Center 61

Bold360

FEBRUARY 16, 2017

Bots can also mirror the text interactions which people are used to having on Facebook Messenger or WhatsApp, so they are a trusted form of communication which feels both safe and natural. Nanorep’s integrated technology allows its intelligent chat bot to stand out from many other solutions. Do you know where your customers are?

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2017 White Paper Events Customers 80

Avaya

OCTOBER 31, 2016

In a 2011 webinar, Gartner Research Vice President Laura McLellan boldly said that by 2017, the CMO would spend more on IT than the CIO. Now that we’re just shy of 2017 (how time flies!) If you think back (even as recently as 10 years ago), organizations didn’t use much marketing technology in order to achieve their objectives.

Technology 74

Technology Marketing 2017 Social Media 74

ShepHyken

MAY 14, 2019

Being Human in a Technology-Driven World. They discuss her company, Ruby Receptionists , and how to use both technology and humanity to deliver an amazing customer experience. Technology can allow employees to be more helpful, but it should not be the only layer to the customer experience. Why Connections Matter More Than Ever.

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2017 Technology Connections Customer Service 118

CloudCherry

JANUARY 4, 2018

Technological advancements continue to drive the disruption of the industry. Voice Technology. It won’t be long before most of the things we use every day, from cars to appliances, will be equipped with voice technology. Blockchain Technology. It will help reduce fraud, price gouging, and double spending.

Banking 170

Banking 2018 Financial Retail 170

TechSee

APRIL 10, 2019

Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX. Customers love visual interactions: mobile video viewing has increased by nearly 10 million minutes per day over the past two years.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

ShepHyken

NOVEMBER 14, 2016

Be sure to read through the entire article as there are some good suggestions to focus on in 2017. 8 Realistic Customer Service Trends for 2017 by Sven Ri. Userlike) Predictions of customer service trends are best based on trends in consumer behavior: What platforms and technology are they adopting? So, what to do?

2016 128

2016 Article Customer Service 2017 128

Alida

SEPTEMBER 6, 2018

between 2017 and 2022. Meanwhile, IHL Group recorded a net increase of 4,000 new store openings in 2017—a far cry from a collapse. If want to understand your customers better, look no further than those they interact with. Finally, consumers are feeling pretty good about the economy with 59.5% Get closer to your employees.

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Retail E Commerce 2017 2018 243

ShepHyken

JULY 24, 2017

The point is, don’t be misled to think customer service solutions driven by technology or social media doesn’t apply to an older generation. How would you approach this interaction? The post 5 Top Customer Service Articles for the Week of July 24, 2017 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

2017 30

2017 Article Customer Service Loyalty Programs 30

PK

FEBRUARY 20, 2020

However, this technology brings a new challenge: threats to cybersecurity present an issue that rail companies must address. In the freight rail industry, automation technology has provided a pathway to improve railway inspection processes. Using automation for track inspections.

Technology 59

Technology 2017 2013 Books 59

Connective DX

FEBRUARY 20, 2020

However, this technology brings a new challenge: threats to cybersecurity present an issue that rail companies must address. In the freight rail industry, automation technology has provided a pathway to improve railway inspection processes. Using automation for track inspections.

Technology 59

Technology 2017 2013 Books 59

Experience Investigators by 360Connext

JANUARY 23, 2024

Customer experience leaders are not just expected to keep up with trends in the marketplace, customer expectations, and technology, we simply MUST do so to serve customers and stay ahead of the competition. Today’s customers seek personalized, targeted interactions. It feels like the world is changing at lightning speed.

Customer Experience 143

Customer Experience 2024 Omnichannel Customer Journey Mapping 143

Customer Bliss

APRIL 12, 2019

Be prepared to go live : In January 2017, TECO deployed its first online portal, allowing customers to conduct transactional services. This meant dealing with real-time issues and constantly monitoring technology, ensuring that the process would be stable. What is customer commitment? Don’t Forget to Engage Your Employees.

Customer Experience 162

Customer Experience Chief Customer Officer 2017 Leadership 162

TechSee

MAY 15, 2018

All eyes were on the smart home market in 2017. 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. However, despite these high expectations, smart home adoption has been slower than anticipated.

Marketing 111

Marketing Wireless 2017 2016 111

Bold360

NOVEMBER 15, 2017

Consumers in 2017 have heightened standards for customer service and support. During a time where every advertisement we see on social media and every recommended product on Amazon is tailored to our individual interests, customer support interactions must follow suit. Not one who is simply following an “if this, then that” flow-chart.

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Interaction Social Media 2017 Advertising 56

Customer Guru

DECEMBER 13, 2017

Each year, a new wave of technological advancements is introduced to customers. Companies that are not using technology to connect and interact with their customers are becoming irrelevant for the consumer. It was found that an average of 45% of the respondents have allocated an annual budget of up to £100k for CX in 2017.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

TechSee

MAY 1, 2018

The utilities industry is shifting from a highly traditional, regulation-driven environment to a technology-driven, sophisticated marketplace. AI in utilities is also playing an increasingly central role in customer-facing interactions. The global smart lighting market grew even more – 81% between Q2 2016 and Q2 2017 to $101.2M.

2016 132

2016 2017 Call Center ROI 132