TechSee

FEBRUARY 19, 2019

As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. 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. Who’s there? When and where? Thursday, February 28.

2019 95

2019 Innovation Telecommunications Events 95

TechSee

OCTOBER 31, 2018

An innovative solution by AT&T is using AI to support its maintenance procedures: the company is testing a drone to expand its LTE network coverage and to utilize the analysis of video data captured by drones for tech support and infrastructure maintenance of its cell towers.

2019 100

2019 Telecommunications Average Handle Time Call Center 100

Retently

NOVEMBER 13, 2024

One of the most innovative ways brands are leveling up their CX is through Virtual Fitting Rooms (VFRs). Just a few years ago, this kind of innovation seemed out of reach for most retailers. Why it Matters: According to McKinsey , 71% of consumers expect personalized experiences , and 76% feel frustrated when brands don’t deliver.

Retail 144

Retail Social Media Technology Brands 144

Alida

AUGUST 16, 2016

The social business market, which runs largely on community platforms, is expected to reach $23 billion by 2019. billion by 2019 , representing a compound annual growth rate of 24.3 Some types of online communities enable customers to seek help from customer service teams or from other consumers in open forums.

2015 0

2015 Social Media 2012 2019 0

Oracle

NOVEMBER 27, 2019

Today, the customer experience isn’t bound to any one physical or digital space, as 73% of consumers use multiple channels to shop , according to a Harvard Business Review study of 46,000 shoppers. Fast-food restaurants may get even faster thanks to retail innovation in customer service tech. Transforming grocery shopping.

Retail 74

Retail Innovation 2019 Multi-Channel 74

Eptica

JANUARY 16, 2019

Date: Wednesday, January 16, 2019 Author: Olivier Njamfa - CEO & Co-Founder Why 2019 is all about trust for brands and consumers. Published on: January 16, 2019. Author: Olivier Njamfa - CEO & Co-Founder As we move into 2019, businesses are having to cope with unprecedented uncertainty.

2019 71

2019 Consumers Brands Social Media 71

Oracle

DECEMBER 26, 2018

As 2018 draws to a close, we’re looking back at the year’s biggest AI innovations. Here’s a closer look at key AI innovations that made a splash in 2018. This year saw further customization of packaging, choosing thumbnail images to display based on consumer preferences. billion by 2025.

2018 105

2018 Innovation 2025 Healthcare 105

NetBase

NOVEMBER 19, 2018

Here are some social media marketing predictions for 2019, as heard from the experts at our recent NetBase LIVE conferences in New York and Los Angeles. Austin-based tinydrum calls it “Speaking Human” – and it’s the best approach to win over any audience heading into 2019. Stories that Grab Consumers by the Heart.

Social Media 83

Social Media 2019 Marketing 2010 83

ShepHyken

JUNE 24, 2019

Forbes) Dartmouth business school Vijay Govindarajan and author of The Innovator’s Dilemma describes three barriers to brand survival in a changing world. This article reminds us that no matter how busy we get, how innovative we become, and how much success we are enjoying, we can’t take our eye off of customer service.

Article 119

Article 2019 Customer Service Poor Customer Service 119

TechSee

JULY 31, 2018

Consumers must take time from their personal schedules (losing work time, etc.) End consumers are less tolerant of sub-par service and much more likely to churn based on a single bad experience. With those differences in mind, there are a number of emerging field service solutions that aim to address the end consumers’ needs.

B2C 104

B2C Consumers Technology B2B 104

Oracle

JANUARY 8, 2019

Today’s consumers have more choices about how they watch movies, from going to their nearest theater to streaming a movie to their smartphone. Combined, consumers will enjoy a viewing experience that surrounds them and features that put them in the middle of the action. Movie theaters get more immersive.

2019 78

2019 Innovation Entertainment Consumers 78

ShepHyken

JANUARY 28, 2019

My Comment: With the Super Bowl just around the corner, the title of the article by innovation expert Josh Linkner caught my eye. The State of Bots in 2019: Successes and Failures by Astrid Monge. Second, because it links to Fonolo’s free report, “The Top Contact Center Trends to Watch in 2019.”

2019 104

2019 Article Social Media Customer Service 104

Oracle

MARCH 18, 2019

Consumer loyalty is more difficult than ever for retailers to attain. Yet, it is as important as ever for a company’s sustainability to crack the consumer loyalty code. Here are 3 ways to improve loyalty in 2019. The post 3 Ways to Drive Consumer Loyalty in 2019 appeared first on SmarterCX. Be transparent.

2019 60

2019 Loyalty Consumers Loyalty Programs 60

ShepHyken

AUGUST 12, 2019

Wall Street Journal) Technology lets companies see how badly they can treat consumers, right up until the moment they bolt. Calculating the ROI of CX: Complete Guide 2019 [Includes Spreadsheets] by Alyona Medelyan. The post 5 Top Customer Service Articles for the Week of August 12, 2019 appeared first on Shep Hyken.

2019 103

2019 Article Customer Service ROI 103

Kustomer

DECEMBER 20, 2019

The final days of 2019 are drawing to a close, and that means it’s time for Kustomer’s year-end wrap up. Here are some of the most memorable highlights: Top Customer Service Trends of 2019. Achieving true omnichannel support was a focus of many organizations in 2019. Kustomer 2019 Developments. The Rise of AI and ML.

2019 68

2019 E-support Omnichannel Events 68

Oracle

JANUARY 15, 2019

The SmarterCX team is on location at NRF 2019: Retail’s Big Show in New York City this week getting an inside look at the latest in retail customer experience trends and technology. Here are some of the hottest trends, technology, and takeaways from NRF 2019. Be willing to invest. Be willing to re-invest.

2019 100

2019 Retail Customer Experience Omnichannel 100

CSM Magazine

DECEMBER 18, 2018

As the year draws to an end, Philip Say, VP of Innovation Product Management at Sutherland Labs makes his CX predictions for 2019. Contextual awareness will redefine the customer experience. Voice technology will be a critical product feature, no longer a marketing stunt. About the Author.

2019 79

2019 Customer Experience Hospitality Hotels 79

Oracle

MAY 21, 2019

SmarterCX presents the Smarter Demos series , a 2-minutes-or-less look at some of the most innovative CX technologies and how they work. In this 14th video in the Smarter Demos series, we take a look at some of the latest CX tech innovating the automotive experience. One is their consumer market, and the other is their dealer market.

Demo 84

Demo Automotive Innovation 2018 84

Oracle

JANUARY 18, 2019

Each year, the Consumer Electronics Show (CES) in Las Vegas offers a preview of the retail trends, emerging technologies, and latest products shaping the broader retail landscape. At this year’s CES, a number of companies announced exciting innovations that have the potential to further reshape the way we shop. YES, PLEASE!

2019 78

2019 Retail Events Innovation 78

ShepHyken

NOVEMBER 11, 2019

AdAge) The foundation for personalized customer experience starts with identity and rich consumer data. Think of this platform as a garden that requires constant monitoring and innovative ideas to grow your brand and gain consumer intelligence. Why Is Identity So Important In Today’s Customer Experience? by Matt Seeley.

Article 94

Article 2019 Customer Service Customer Centricity 94

BlueOcean

MARCH 3, 2020

The company won a Bronze Stevie in 2017 and a Silver Stevie in 2019. Their success story is focused on the challenges of launching a new consumer line of products designed at increasing brand awareness and gaining market share. Our consumer cybersecurity team members are true A-players at Blue Ocean. About Blue Ocean.

2020 156

2020 Contact Center Insurance 2017 156

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

2019 73

2019 Customer Success 2018 Chief Customer Officer 73

TechSee

DECEMBER 31, 2019

As 2019 comes to a close, they must better prepare for the new decade and beyond. Salesforce predicts a 136% increase from 2019 to 2020 in the number of organizations using AI-powered chatbots, which will continue to be integrated across communication channels to provide seamless real-time customer service on a larger scale than ever before.

2020 136

2020 Customer Service Contact Center Social Media 136

Eptica

MAY 15, 2019

Date: Wednesday, May 15, 2019 Author: Pauline Ashenden - Marketing Manager Which sectors do consumers trust most for CX? Published on: May 15, 2019. Author: Pauline Ashenden - Marketing Manager If you don’t build consumer trust in your brand, you risk undermining customer loyalty and damaging sales revenue.

Consumers 66

Consumers Automotive Insurance 2019 66

BlueOcean

JANUARY 21, 2020

Blue Ocean’s Stevie Award entry highlighted the incredible success they have achieved in supporting consumers with security and antivirus products from a leading security software company. Our consumer cyber security team is a perfect example. Blue Ocean is an award-winning provider of innovative customer care solutions.

2020 156

2020 Customer Service Insurance 2017 156

NetBase

JANUARY 7, 2019

January 2019 Update: As trends change and technology advances, social media tools become more powerful as well. Social consumers are constantly evolving. The good news is, consumers share, share, share on social – and if brands only listen, they have access to everything they need to soar in every area of brand operations.

Social Media 77

Social Media 2019 Demo ROI 77

TechSee

OCTOBER 5, 2020

In 2019, before the world had ever heard of COVID-19, a Research Report by Field Service News showed that field service organizations were already transitioning to a more customer-centric model. 65% of FS organizations identified customer satisfaction as either equal to or higher in importance than operational efficiency.

Effort Score 207

Effort Score Metrics Net Promoter Score NPS 207

GetFeedback

DECEMBER 16, 2019

That’s why seven out of ten consumers in the U.S. According to Salesforce, 59% of consumers expect businesses to adapt to their changing expectations, or they will start feeling like you’re neglecting them. So you need to innovate and keep up with emerging trends. Improve brand perception.

Feedback 195

Feedback Social Media Customers Consumers 195

Oracle

APRIL 30, 2019

SmarterCX presents the Smarter Demos series , a 2-minutes-or-less look at some of the most innovative CX technologies and how they work. Alex, can you tell me what you think are going to be a few hot retail trends in 2019? The post Smarter Demos: Bitcoin 2019 Trends and How to Earn it While You Shop appeared first on SmarterCX.

Demo 69

Demo 2019 Retail Omnichannel 69

Optimove

DECEMBER 26, 2019

.” These quotes – either from general business/finance sources such as Forbes, Kellogg, and Deloitte, or from more niche blogs such as Visual Capitalist, Equities, SmarterCX, and Steven Van Belleghem’s – all paint a very similar and clear picture of The Modern Consumer. MOTIVATION AND HOW TO SPUR IT.

Consumers 72

Consumers 2019 Loyalty Customer Centricity 72

Experience Investigators by 360Connext

OCTOBER 22, 2019

consumers say they’re getting a good Customer Experience from companies. consumers say they're getting a good Customer Experience from companies. Agile principles will be brought to CX Innovation. The latest prediction is a 136% increase in the number of organizations that use AI chatbots from 2019 to 2020!

2020 169

2020 Customer Experience Innovation Brands 169

NICE inContact

APRIL 30, 2019

It’s safe to say that we’re at an inflection point for AI in the contact center — AI innovations deployed in a myriad of ways, such as chatbots, intelligent routing, workforce management forecasting, and AI-driven interaction analytics, can add significant value to customer experiences and operational performance.

Consumers 59

Consumers Contact Center 2019 2018 59

ShepHyken

SEPTEMBER 10, 2021

Consumers today expect speedier access to services than ever before. Estimations show that about 78% of consumers on a transaction did not choose to make an intended sale. . Expectation: Customers expect innovation. Customers expect constant innovation. Here are three ideas to keep innovation on track: .

Customer Experience 106

Customer Experience Advertising Customer Expectations 2011 106

Oracle

JULY 25, 2019

Oracle OpenWorld 2019 will take place September 16-19 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. Learn from the Oracle product leadership about the latest innovations in commerce, CPQ, loyalty, and subscription offerings.

2019 60

2019 Omnichannel Retail Leadership 60

Customer Bliss

MARCH 1, 2019

He walks us through a new approach to customer journey mapping and diagnosing new consumer behaviors. Market disruptions happen during the process of buying products and services, changing consumer behavior. It’s not Birchbox that’s disrupting Sephora, it’s the consumer that is disrupting Sephora.

E Commerce 147

E Commerce Consumers Healthcare Customer Journey Mapping 147

GetFeedback

JULY 19, 2019

And yet, it’s not surprising to know companies categorized as customer-centric reported much higher revenue than their counterparts, as documented in Hotjar’s 2019 State of Customer Experience Report. 75% of marketing leaders are failing to understand shifting consumer behavior. And guess what?

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

TechSee

APRIL 2, 2019

The explosion in connected devices and the prevalence of online shopping mean that millions of products are now shipped daily, With online commerce projected to pass the $3 trillion mark in 2019. However, most of these innovations revolve around language. Computer Vision AI – Reinventing the Contact Center.

Contact Center 174

Contact Center Average Handle Time Insurance B2C 174