eglobalis

JANUARY 28, 2025

Published in 2019 , The Commonwealth of Self Interest emerged during the COVID-19 pandemic and remains a highly practical, insightful book worth reading. So, here is my opportunity to recommend his outstanding book from 2019 alongside Brian Solis’ Mindshift , both offering great value from two brilliant minds.

Books 195

Books Customer Centricity Events 2019 195

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

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.

2019 173

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

BlueOcean

JANUARY 21, 2019

The 2019 judges were very impressed by the caliber of this year’s nominations, which set another record for this competition. Blue Ocean is an award-winning provider of innovative customer care solutions. The post Blue Ocean Specialty Team Named as Finalist in 2019 Stevie® Awards for Customer Service appeared first on.

2019 204

2019 Customer Service Insurance 2017 204

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.

2015 0

2015 Social Media 2012 2019 0

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.

2019 121

2019 Article Customer Service Social Media 121

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 2019 Metrics 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

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.

2018 105

2018 Innovation 2025 Healthcare 105

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.

Article 105

Article 2019 Customer Service E-support 105

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 118

Article 2019 Customer Service Poor Customer Service 118

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 103

2019 Article Social Media Customer Service 103

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 102

2019 Article Customer Service ROI 102

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.

2019 100

2019 Retail Customer Experience Omnichannel 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. Result : More loyal customers associate the brand with innovation, convenience, and reliability.

Retail 144

Retail Social Media Technology Brands 144

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

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.

2020 77

2020 Innovation Healthcare 2021 77

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

BlueOcean

APRIL 16, 2024

The company received a Bronze Stevie in 2017, a Silver Stevie in 2019, and another Silver Stevie in 2020. Blue Ocean truly exemplifies what a BPO can do for a client in building a relationship and innovating to meet extraordinary needs. About Blue Ocean Blue Ocean is an award-winning provider of innovative customer care solutions.

Contact Center 177

Contact Center 2024 Sports Customer Care 177

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.

Demo 84

Demo Automotive Innovation 2018 84

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.

Article 81

Article 2019 Customer Service Competitive Advantage 81

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 93

Article 2019 Customer Service Customer Centricity 93

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

BlueOcean

FEBRUARY 25, 2019

Blue Ocean is an award-winning provider of innovative customer care solutions that enhance the relationships clients have with their customers. The post Blue Ocean Wins 2019 Silver Stevie® Award in 13th Annual Stevie Awards for Customer Service appeared first on. About Blue Ocean.

2019 136

2019 Customer Service Contact Center Insurance 136

Oracle

MAY 1, 2019

One of the key findings from WeddingWire’s 2019 Newlywed Report indicated that an emphasis is placed “on personalization and creating a full guest experience.” Tech innovations transform what may be the biggest day of brides’ and grooms’ lives, while also giving guests an unforgettable experience.

2019 81

2019 Guest Experience Social Media Events 81

BlueOcean

APRIL 16, 2024

The company received a Bronze Stevie in 2017, a Silver Stevie in 2019, and another Silver Stevie in 2020. Blue Ocean truly exemplifies what a BPO can do for a client in building a relationship and innovating to meet extraordinary needs. About Blue Ocean Blue Ocean is an award-winning provider of innovative customer care solutions.

Contact Center 156

Contact Center 2024 Sports Customer Care 156

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.

Article 89

Article 2019 Customer Service Employee Experience 89

BlueOcean

MARCH 3, 2020

The company won a Bronze Stevie in 2017 and a Silver Stevie in 2019. Blue Ocean is an award-winning provider of innovative customer care solutions that enhance the relationships clients have with their customers. This is Blue Ocean’s third Stevie Award. About Blue Ocean.

2020 156

2020 Contact Center Insurance 2017 156

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

Beyond Philosophy

FEBRUARY 8, 2020

Our global Customer Experience consultancy engaged research at the end of 2019 to determine our direction for the next decade. One critical reason is that the time from innovation to imitation is down to weeks in many cases. This is The New Imperative for 2020. We learned that, first and foremost, organizations want to gain growth.

Net Promoter Score 142

Net Promoter Score 2002 2020 NPS 142

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.

2020 136

2020 Customer Service Contact Center Social Media 136