TechSee

DECEMBER 5, 2017

Recognizing that continuously adding quality agents simply does not add up financially, more and more companies are turning to technology in order to scale quality support. 1. Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.”

Contact Center 116

Contact Center Customer Satisfaction Technology Call Center 116

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 93

Government Technology Blog 2017 93

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

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.

2017 76

2017 Social Media Technology Events 76

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

MAY 1, 2017

My Comment: If you’ve been following me at all you know I’m a huge fan of social media customer care. It’s short and sweet and makes the case for why every type of business needs to be on Twitter (and any other social channel for that matter). 3 Tips for Successful Social Customer Service by Krysta Gahagen.

2017 84

2017 Article Customer Service Social Media 84

ShepHyken

MARCH 20, 2017

As Social Media Evolves, Travellers Demand Joined-up Customer Service by Nick Vivion . Social care is not just “customer service on social media.” The post 5 Top Customer Service Articles For the Week of March 20, 2017 appeared first on Shep Hyken. Done the right way, you can create a good relationship.

2017 75

2017 Article Customer Service Social Media 75

ShepHyken

MAY 22, 2017

BusinessMatters) As business technologies continue to become more wide spread and sophisticated, company owners are increasingly looking for opportunities to implement new systems that can streamline processes, improve customer experiences and save costs. My Comment: Technology is changing the way we deliver customer service and support.

2017 83

2017 Article Customer Service Airlines 83

CSM Magazine

JANUARY 19, 2018

Could social media be realizing its true calling as the ultimate customer service channel? Power, overall satisfaction is highest when customers ask questions or make requests of their wireless carriers via social media. The studies were fielded from July through December 2017. According to recent studies by J.D.

Wireless 49

Wireless Social Media Customer Service 2018 49

Optimove

JULY 24, 2024

Up your mobile marketing game with this guide Download Now Why it Matters: When marketers are charged with improving customer acquisition and conversion through social media campaigns, but have limited access to data and budget, the task can be impossible. billion in 2017. billion in 2024 to $7.41

Innovation 52

Innovation 2029 Social Media Government 52

ShepHyken

JANUARY 30, 2017

Southwest’s Communications Chief Shares Her Top 3 Crisis Management Tips by Social Media Today. Social Media Today) Nearly half of all organizations make the mistake of not planning for a crisis, thinking it’s either superstitious or somewhat futile. Digital Customers Less Loyal by Tanya Gazdik. Follow on Twitter: @Hyken.

2017 82

2017 Article Customer Service Airlines 82

ShepHyken

SEPTEMBER 25, 2017

According to Boston Consulting Group (BCG), B2B spending on Internet of Things (IoT) technologies, apps and solutions will reach $267B by 2020. There’s No Room for Hate in Social Media or Customer Service by Dan Gingiss. The topic of this episode is about how there is no room for hate in social media and customer service.

2017 74

2017 Article Customer Service Social Media 74

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

Clarabridge

JULY 20, 2017

We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CXC) awards – Europe. They combine leading-edge technology with customer-centric policies and procedures to improve consumers’ experiences, satisfaction, and loyalty for the advancement of their business.

2017 40

2017 Customer Experience Multi-Channel 2018 40

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 96

Blog Technology Customer Service Management 96

Clarabridge

JANUARY 6, 2017

Recently, Forbes contributor Bernard Marr put together his 2017 tech predictions. Throughout the article, he forecasts the future of technology—and in one 2017 prediction, he lays out what we at Clarabridge believe is the future of customer experience management. It sits in the text, pictures, and comments on social media.

2017 40

2017 Call Recording Social Media Call Center 40

Clarabridge

JANUARY 6, 2017

Recently, Forbes contributor Bernard Marr put together his 2017 tech predictions. Throughout the article, he forecasts the future of technology—and in one 2017 prediction, he lays out what we at Clarabridge believe is the future of customer experience management. It sits in the text, pictures, and comments on social media.

2017 40

2017 Call Recording Social Media Call Center 40

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

ShepHyken

MARCH 6, 2017

Forbes) As AI technology matures, businesses are jumping to include artificial intelligence in their strategic investment roadmaps. Complain on social media? The post 5 Top Customer Service Articles For the Week of March 6, 2017 appeared first on Shep Hyken. Call the company’s toll-free number? Chat online?

2017 83

2017 Article Customer Service Social Media 83

Clarabridge

FEBRUARY 23, 2017

We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. They combine leading-edge technology with customer-centric policies and procedures to improve consumers’ experiences, satisfaction and loyalty for the betterment of their business.

2017 49

2017 Customer Experience Hotels Airlines 49

CSM Magazine

DECEMBER 5, 2017

Unlike their predecessors, who use the internet mainly to source information, the research found that 86 percent of Gen Z rely on the internet primarily for social media and entertainment, demonstrating a marked shift from “inform me” to “entertain me.” For Gen Z, technology isn’t a tool for productivity, rather it’s a door to empathy.

Entertainment 40

Entertainment Social Media 2010 Presentation 40

ShepHyken

JUNE 15, 2018

This week we feature an article by Ayush Chaudhary who writes about the social media customer support experience. Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. Setting up this process for your social media customer support is not trivial, obviously.

Blog 77

Blog Social Media 2017 Healthcare 77

Clarabridge

FEBRUARY 21, 2017

We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. They combine leading-edge technology with customer-centric policies and procedures to improve consumers’ experiences, satisfaction and loyalty for the betterment of their business.

2017 40

2017 Customer Experience Hotels Airlines 40

Stella Connect

JUNE 5, 2017

In an age when consumers love sharing their brand interactions on social media, the impact of a single service experience can be massive. Suzanne will explain how to use social media and online ratings and reviews, along with traditional methods of connecting with customers, to better understand your brand. Adam Toporek.

Call Center 40

Call Center 2017 Contact Center Chief Customer Officer 40

Clarabridge

MAY 4, 2017

Later in the day, Adam Lamb, Guest Experience Manager of The Restaurant Group, led a session about the creative and unexpected ways the Restaurant Group is going above and beyond to delight customers using social media. In return, brands will be better positioned to be leaders in this CX Revolution and beyond.

2017 45

2017 Customer Service Social Media Guest Experience 45

Eptica

AUGUST 23, 2017

Date: Wednesday, August 23, 2017 Instant messaging and customer experience in Asia. Published on: August 23, 2017. 42% of the population of South East Asia are active mobile social media users (up 36% year on year), and with over 1 billion users , social media is a key channel for the Asian market.

Customer Experience 100

Customer Experience Social Media 2017 Transportation 100

ShepHyken

DECEMBER 12, 2016

Creating Moments of Wow Predictions for 2017 and Beyond by TeleTech. And the answers about how Zappos is using – or not using – some of the hot technology (such as chatbots) in the customer service industry is fascinating. Social media ROI, loyalty and the customer experience by Chris Teso. TeleTech) Memorable.

2016 108

2016 Article Social Media Customer Service 108

Thematic

MAY 29, 2023

As a leader in feedback management and analytics, Thematic has evolved tremendously since its inception in 2017. The Story Behind the Refresh Thematic was originally founded by Dr. Alyona Medelyan and Nathan Holmberg in 2017. Now, in 2023, we're thrilled to introduce our refreshed visual brand.

Feedback 62

Feedback Brands 2017 Social Media 62

Kayako

JANUARY 5, 2017

These are the five ways of providing premium customer support software to meet your customer expectations in 2017: 1. Customers can reach out to you in a variety of ways — email, web, mobile, social media, live chat and phone call. businesses still can’t be contacted by social media, only 12.9%

2017 38

2017 Multi-Channel Loyalty Customer Service 38

QuestionPro Audience

JUNE 11, 2022

Crowdsourced polling using social media is similar to social media-assisted crowdsourcing, and coverage is superior to online panels. . And, add examples from the 2017-2018 special congressional elections. Polling firms have used three new methods to forecast Congressional election results during 2017 and 2018.

Engagement 78

Engagement 2004 2017 2018 78

Win the Customer

FEBRUARY 9, 2015

Although it may seem as though social has made email obsolete, the number of email accounts is expected to increase from over 3.9 billion by the end of 2017. With the growth of social media over recent years, it’s understandable that many businesses have started to pour their resources […].

2013 139

2013 Social Media 2017 Management 139

West Monroe

JULY 24, 2017

And, we often share our best (and worst) experiences with friends, family, along with everyone else on social media. I love the power of social media! If you are keen on customer-centricity, you need to think about making strategic investments in customer service technologies – especially within your contact center.

Virtual Agent 53

Virtual Agent Contact Center Technology Social Media 53

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

Alida

OCTOBER 2, 2017

Today’s empowered patients are demanding more from health care providers, and as a result health systems are investing more in new technology. By investing in new technologies like self-service kiosks and big data analytics, health care providers are aiming to improve the patient experience and drive satisfaction and CX scores up.

Hospitality 100

Hospitality 2012 Social Media 2010 100

Lumoa

FEBRUARY 9, 2023

The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable. Social Media You might be wondering why social media is on the list.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

Bob Hayes

DECEMBER 17, 2017

All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. These skill areas are: 1) subject matter expertise, 2) technology/programming and 3) statistics/math. I did my part this year to spread interest in analytics to more people.

2017 46

2017 White Paper Blog Competitive Advantage 46

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. It rolled out remote customer assistance technology, powered by AI and AR, that allows agents to see exactly what the customer sees.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154