GetFeedback

NOVEMBER 23, 2019

On Tuesday, November 19, 2019, the Chairman and Co-CEO of Salesforce, Marc Benioff, kicked off his opening keynote at Dreamforce with the concept of togetherness. Einstein Voice is as innovative as it is adorable (I mean, look at that pink hair!). . The post CX Takeaways From Dreamforce 2019 appeared first on GetFeedback Blog.

2019 48

2019 Magazine Fashion Customer Expectations 48

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.

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2019 Innovation Telecommunications Events 95

Experience Investigators by 360Connext

OCTOBER 17, 2018

A customer-centric culture is where innovation and imagination around the customer experience live. Tweet “”…culture is where innovation and imagination around the customer experience live.” I’m really excited to be a part of Customer Contact Week as they celebrate 20 years in 2019! Transformation.

Leadership 283

Leadership Culture Customer Centricity 2019 283

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Three key drivers are at the core of this.

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2019 Customer Experience ROI 2025 173

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

InMoment XI

SEPTEMBER 28, 2022

In 2019, I published a college textbook, “Business Creativity and Innovation: Perspectives and Best Practices”, which is now being used at several universities including in my classes as an adjunct professor at the University of North Florida. This is a belief I’m incredibly passionate about.

Customer Journey Mapping 418

Customer Journey Mapping Customer Experience Customer Journey Consulting 418

ShepHyken

JULY 22, 2019

My Comment: Innovation guru Josh Linkner writes about his experience at a French restaurant in New Orleans. Top 14 Ways to Create a Great Customer Experience Strategy in 2019 [Updated] by Amritpal Dhangal. The post 5 Top Customer Service Articles for the Week of July 22, 2019 appeared first on Shep Hyken.

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2019 Article Customer Service Social Media 122

Alida

JULY 15, 2019

We at Vision Critical are proud to announce the winners of our 2019 Visionary Awards. These annual awards showcase clients that demonstrate excellence in utilizing customer insights to improve their organization’s performance in product innovation, customer experience, and marketing effectiveness.

2019 140

2019 Customer Centricity Innovation Customer Insights 140

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 Customer-centricity is not just a buzzword today; it’s an imperative to marketing, product innovation and customer experience success.

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2015 Social Media 2012 2019 0

Experience Investigators by 360Connext

OCTOBER 17, 2018

A customer-centric culture is where innovation and imagination around the customer experience live. “…culture is where innovation and imagination around the customer experience live.” I’m really excited to be a part of Customer Contact Week as they celebrate 20 years in 2019! ” @jeanniecw Click To Tweet.

Leadership 227

Leadership Culture Customer Centricity 2019 227

InMoment XI

DECEMBER 15, 2022

It’s no understatement that you—along with every other business for that matter—are operating completely differently than you did in 2019. Today’s customers aren’t going to be wooed by you just having digital options—they want you to supply truly innovative digital experiences.

Social Media 397

Social Media Metrics 2019 Customer Journey 397

TechSee

MAY 21, 2019

CAGR, and the size of the global market will reach $2,420 million by 2024, up from just $140 million in 2019. The post Emotion Analytics is at the Heart of Customer Experience Innovation appeared first on TechSee. Research indicates that over the next five years, the emotion analytics market will register a 60.8%

Innovation 137

Innovation Customer Experience Contact Center 2024 137

CSM Magazine

NOVEMBER 19, 2018

Sabio’s Chief Innovation Officer, Stuart Dorman highlights what he sees as the 10 key CX technology trends that will shape successful customer experiences during 2019 and beyond. 10 Key CX Technology Trends for 2019. 10 Key CX Technology Trends for 2019.

2019 88

2019 Customer Experience Social Media Innovation 88

ShepHyken

MARCH 11, 2019

Spark Customer Experience Innovation With These Three Strategies by Denise Lee Yohn. Forbes) Even if you know that innovation in CX is the primary way to compete and win today, you might not know how to get started. Here are three strategies to spark CX innovation. My Comment: This short article focuses on CX innovation.

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Article 2019 Customer Service E-support 109

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. At the same time, workers from all fields were using AI innovations to work smarter, rather than harder. Chatbots take customer service to the next level.

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2018 Innovation 2025 Healthcare 105

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 106

2019 Article Social Media Customer Service 106

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 120

Article 2019 Customer Service Poor Customer Service 120

ShepHyken

AUGUST 12, 2019

Calculating the ROI of CX: Complete Guide 2019 [Includes Spreadsheets] by Alyona Medelyan. Michael Maoz, a senior vice president of Innovation Strategy at Salesforce, has been researching the science and art of delivering world-class customer experience for decades. Well, that’s a bold (overtly general) statement.

2019 105

2019 Article Customer Service ROI 105

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. Stay tuned as we add more interviews and insights below.

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2019 Retail Customer Experience Omnichannel 100

Oracle

DECEMBER 22, 2020

As 2020 draws to a close and we look forward to the renewed possibilities of 2021, let’s take a look back at this year’s biggest AI innovations. Here’s a closer look at the key innovations in AI that made a splash in 2020 and set the stage for future innovation in 2021 and beyond. AI helps fight a pandemic.

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2020 Innovation Healthcare 2021 77

CloudCherry

NOVEMBER 11, 2019

When it comes to our Finalists for CloudCherry’s 2019-2020 CX Championship, there’s no such thing! SO, without further ado, our Top TWELVE CX Champ 2019-2020 Winners are: In the Category of PRACTITIONERS-. And that, friends, is our CX 2019-2020 dazzling dozen. And we ain’t mad about it! Request a demo.

2019 170

2019 2020 Leadership Consulting 170

Alida

SEPTEMBER 30, 2016

billion by 2019 , according to advisory firm IDC. Customer communities have a variety of CX, innovation and marketing applications. After establishing its FANography insight community , sports broadcasting leader ESPN has been able to bring market research in-house, saving approximately $650,000 in one year. TWEET THIS STAT ).

ROI 254

ROI 2016 E-support Sports 254

ShepHyken

APRIL 22, 2019

CX University) Quicken Loans has innovated a process for delivering continual change while providing a stable cultural structure. 10 Fresh Examples Of Customer Experience Innovation by Blake Morgan. Forbes) Here are 10 fresh examples of CX innovation from brands that aren’t afraid to think outside the box to serve customers.

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Article 2019 Customer Service Competitive Advantage 84

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. Copyright © 2019 Oracle. All rights reserved.

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Demo Automotive Innovation 2018 84

ShepHyken

NOVEMBER 11, 2019

Think of this platform as a garden that requires constant monitoring and innovative ideas to grow your brand and gain consumer intelligence. The post 5 Top Customer Service Articles for the Week of November 11, 2019 appeared first on Shep Hyken. 4 Things to Consider Before Building a Review System by Matt Wujciak.

Article 96

Article 2019 Customer Service Customer Centricity 96

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

Unleashing the Power of Employee Innovation in Experience Design. The post CX Day 2019: What Is it, When Is It, and How to Make the Most Of It appeared first on Experience Investigators. Organizational Adoption & Accountability. The Journey towards CX Maturity – The Power of Knowing Where You Are and Where You’re Going.

2019 146

2019 Social Media Webinar Events 146

ShepHyken

SEPTEMBER 2, 2019

Forbes) Since the early days, innovation and automation have transformed the way companies provide products or services to their customers. The post 5 Top Customer Service Articles for the Week of September 2, 2019 appeared first on Shep Hyken. The author shares the strengths and weaknesses of each. Follow on Twitter: @Hyken.

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Article 2019 Customer Service Employee Experience 93

Oracle

NOVEMBER 26, 2019

But first, let’s take a look back at 19 pet peeves that really irked the marketing pros and defined many of the faux pas and questionable marketing tactics of 2019. Jason Lavis, Managing Director, Out of the Box Innovations Ltd. Pet peeve #1: The classic sales and marketing disconnect. Pet peeve #9: I just want to unsubscribe.

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2019 Marketing Social Media B2C 85

Bizagi

FEBRUARY 7, 2019

What’s your digital transformation strategy for 2019? By the end of 2019, Forrester predicts that 40% of enterprises will have automation centers and frameworks in place as they try to find the best way to structure their technology and workflows. Real digital transformation is about digital innovation and discovery.

2019 83

2019 Competitive Advantage Roadmap Download 83

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

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.

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2020 Customer Service Contact Center Social Media 136

Customer Bliss

SEPTEMBER 12, 2019

Earlier this year, Forrester released its report, The US Customer Experience Index, 2019. Be Proactive About Experience Reliability and Innovation. Build a customer experience development process to enable cross-company teams to improve unreliable and innovation opportunity experiences.

Chief Customer Officer 135

Chief Customer Officer Leadership Definition Metrics 135

One Millimeter Mindset

NOVEMBER 26, 2020

In 2019, I never imagined I’d be creating a 2020 Thanksgiving Gratitude blog post during a global pandemic. Otherwise, I focus on what is easier to accomplish rather than those difficult activities which catalyze my continuous professional innovation. However, this is a very different year for all of us. And so is this blog post.

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2020 Innovation 2019 Leadership 124

Experience Investigators by 360Connext

OCTOBER 22, 2019

Agile principles will be brought to CX Innovation. As we (hopefully) move into an era when we’re responding to customer feedback and allowing for more innovation around experience design, we’ll need to act a lot faster than we are today. Technology WILL replace some roles in customer service and other departments.

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2020 Customer Experience Innovation Brands 169

BirdEye

MAY 6, 2021

BIG Innovation Award – The Business Intelligence Group recognized Birdeye as a leader in innovation that helps businesses be more productive, healthy and comfortable. Deloitte – Birdeye ranked on Deloitte’s list of the top 500 fastest-growing companies from 2016-2019. G2 Fall 2019 Report. G2 Summer 2019 Report.

Marketing 98

Marketing 2021 Magazine 2019 98

transcosmos Information Systems

FEBRUARY 5, 2019

With fast-paced innovations in tech, the outsourcing industry is poised to evolve, too. Here’s our top 4 list of outsourcing trends that may impact your business in 2019: (Scroll further below for a more in-depth discussion on each trend.). Click to view full infographic in a new tab. Growth of robotic process automation (RPA).

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2019 Technology Reference Financial 91

TechSee

JUNE 4, 2019

Contact Center Pipeline , the magazine for contact center professionals, reports that the number one challenge for contact centers in 2019 is the lack of suitable desktop tools, especially for CRM and collaboration. In-house social networks and forums promote the sharing of best practices and knowledge across customer service teams.

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Call Center Technology Contact Center Average Handle Time 117