InMoment XI

MAY 4, 2022

However, the study’s 2017 findings, titled “ Work Redefined: A New Age ” focused on what companies can do to inspire loyalty: “With so much change, employees are looking for more stability, protection, and a safeguard against disruption. Metlife had similar findings in its 2011 Annual U.S.

Loyalty 435

Loyalty 2011 Call Center Leadership 435

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. Lithium is a privately held company headquartered in San Francisco, and was named a Leader in The Forrester Wave: Social Media Management Solutions, Q2 2017.

Contact Center 116

Contact Center Customer Satisfaction Technology Call Center 116

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

CloudCherry

SEPTEMBER 1, 2019

You’ll hear Matt’s thoughts on how technology has changed the way we do Customer Service, some of the biggest blunders businesses can avoid, and what technologies he thinks are making the biggest difference with customer experience. Hint: It all comes back to K.I.S.S.ing.).

2013 244

2013 2011 2012 2010 244

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 92

Government Technology Blog 2017 92

ShepHyken

JULY 31, 2017

A Closer Look at the State of NPS for the Technology Sector by Cvetilena Gocheva. NPS Benchmarks) Today, we will explore some the most prominent technology brands and their Net Promoter® Score achievements. The post 5 Top Customer Service Articles for the Week of July 31, 2017 appeared first on Shep Hyken.

2017 0

2017 Article Net Promoter Score Customer Service 0

Experience Matters

NOVEMBER 13, 2017

We just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms. The post Report: 2017 Temkin Experience Ratings of Tech Vendors appeared first on Customer Experience Matters®.

2017 91

2017 2012 2013 2014 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. As we look to 2018, we see that technology is impacting a lot of customer experience trends. You have to treat your customers as assets Click To Tweet.

Blog 204

Blog Customer Experience 2017 2018 204

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. It’s not just about one piece of technology. ” How to win the CX war in 2017.

Marketing 91

Marketing Customer Experience 2017 Multi-Channel 91

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

GetFeedback

JULY 24, 2018

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. Countless customer interactions happen around the clock, and many fly below the radar.

Customer Experience 277

Customer Experience Touchpoint Customer Journey Mapping Definition 277

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 95

Blog Technology Customer Service Management 95

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. The downside is that this effects growth and profitability.

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. The downside is that this effects growth and profitability.

Customer Experience 170

Customer Experience Customer Journey Mapping 2017 Touchpoint 170

Alida

MAY 8, 2018

The State of Engagement Report found three quarters of those surveyed believe their jobs are on the line if their customer experience (CX) strategies are unsuccessful, while almost half of respondents believe it’s possible their jobs are at risk if their technology investments fail. CMOs know there’s CX leadership gap.

Customer Experience 173

Customer Experience 2016 2017 Leadership 173

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

NOVEMBER 6, 2017

Customer Experience Simplicity in Technology: How Quality & Design Impact the Bottom Line by Ricardo Saltz Gulko. The post 5 Top Customer Service Articles For the Week of November 6, 2017 appeared first on Shep Hyken. Eglobalis) We divided this article into two parts so that it would be easier (more simplistic!)

2017 85

2017 Article Customer Service Customer Service Training 85

Customer Bliss

JUNE 15, 2017

This is from a new Digital Tonto article called “The Era of Mass Collaboration:” The truth is that today the possibilities of many technologies far exceed the ability of any one firm to capitalize on them. Some collaboration research. As Digital Tonto says, “extend capabilities through collaboration.”

Competitive Advantage 187

Competitive Advantage 2017 Leadership Books 187

Oracle

APRIL 10, 2019

With revenues of over $328 billion in 2017 and a projection of $390 billion in 2025, there are many ways technology can influence these numbers. Now, companies like MTailor have technology that measures your body for perfect-for-you fit. apparel industry market is the biggest in the world, according to Statista. Tech tailors.

Apparel 92

Apparel Technology 2025 2012 92

Win the Customer

FEBRUARY 9, 2015

billion by the end of 2017. Customer Experience Infographic Technology' 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 in 2013 to over 4.9

2013 139

2013 Social Media 2017 Management 139

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?

2016 128

2016 Article Customer Service 2017 128

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.

Customer Experience 162

Customer Experience Chief Customer Officer 2017 Leadership 162

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.

2017 113

2017 Technology Connections Customer Service 113

Alida

APRIL 19, 2017

In a similar move, many retailers are investing in new technologies in their stores. A 2017 report shows that over 87 percent of retailers are now prioritizing customer retention over revenue, and 83 percent recognize that customers are now in control of the brand-customer experience.

Retail 173

Retail E Commerce Sports Fashion 173

Lumoa

DECEMBER 5, 2017

This year among the main topics of "Technology" and "AI in Our Lives", you could also hear companies, both scaling and large, starting to talk about customer experience. " @markpinc #slush17 — Nestholma (@nestholma) 30 November 2017. at #Slush17 #UX #usability — Jussi Kapanen (@JussiKapanen) 1 December 2017.

2017 102

2017 Insights Healthcare Events 102

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. It’s especially important to embrace new technologies and processes to solve customers’ problems, according to Chris Hansen of TGI Fridays— embracing technology is key to survival in retail.

Retail 243

Retail E Commerce 2017 2018 243

TechSee

MAY 1, 2018

The utilities industry is shifting from a highly traditional, regulation-driven environment to a technology-driven, sophisticated marketplace. RPA is an emerging form of business process automation technology based on software robots or artificial intelligence (AI) workers.

2016 132

2016 2017 Call Center ROI 132

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

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

Win the Customer

MAY 15, 2018

DTC sales made up 28 percent of Abercrombie’s receipts in 2017, and the company now runs 20 sites and apps in 11 different languages. Brands that sell directly to consumers can scale their inventory to actual sales volume, explains Sufi Khan Salaiman , vice president of e-commerce at surveillance systems provider Lorex Technology.

E Commerce 110

E Commerce Retail Consumers Sales 110

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

Customer Bliss

OCTOBER 4, 2016

Duygu has 15+ years of leadership experience in enterprise technology with a strong track record of growing 100+ million dollar B2B technology businesses with full P&L responsibility. About Duygu. Below are some notes on how she handled the first 90 days, but listen and take some additional notes. The First 30 Days.

Customer Success 166

Customer Success 2016 2013 Metrics 166

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 Much of the improvement has been driven by advancements in product innovation and digital technology. Many organizations are currently enamoured with the promise of technology and big data.

2018 133

2018 Customer Experience Competitive Advantage 2017 133

ReviewTrackers

SEPTEMBER 23, 2021

How the rise of new technology shifted customer expectations. The Rise of New Technology in Food Orders. A major force in the push for technological advancements in dining is the rise in spending power of the millennial demographic. In this guide, we’ll cover. Which consumer habits have changed.

Customer Satisfaction 114

Customer Satisfaction 2017 Multi-Channel 2018 114

Beyond Philosophy

MARCH 20, 2017

Forrester Research declares 2017 the year that businesses become customer-obsessed. According to a recent Gartner survey, 74% of providers focus too much on their product features and technology. I have just read a great new book called Value-ology Palgrave McMillan, 2017. So what is the secret?

2017 137

2017 Customer Centricity Sales Books 137

TechSee

APRIL 16, 2019

Acknowledging and addressing agent pain points – such as lack of career progression, low pay, frustration with repetitive tasks and inadequate technology – demonstrates effective leadership and helps the drive toward agent empowerment, ultimately benefiting contact center productivity. After all, happy agents mean happy customers.

Call Center 126

Call Center Culture Contact Center Net Promoter Score 126

Customer Bliss

APRIL 19, 2019

“The expectations of people, thanks to technology, are different. Technology: How can it be used to improve the guest service both in the store and outside of it? Food/Food technology: There are a lot of initiatives around cleaning up ingredients and sourcing of official colors and flavors.

Guest Experience 135

Guest Experience 2013 2017 Customer Experience 135