TechSee

DECEMBER 11, 2018

2019 will be a critical year for call center customer experience strategy: either they will finally move the needle or risk elimination. To deliver value in 2019, call center leaders must select a CX initiative that can immediately demonstrate ROI. Technologies: Data Analytics, AI, AR solutions.

Call Center 182

Call Center 2019 Contact Center Customer Experience 182

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

JANUARY 2, 2019

If you’re in the Smart Home or Smart City business, CES 2019 is a must visit. CES 2019 Smart Home Sessions Not to be Missed. Tunable white lighting, indoor air quality sensors, sleep-related technologies, sounds, smells, visuals—these all can have a dramatic impact on wellness, productivity, memory and more. Tuesday, January 8.

2019 174

2019 Innovation Entertainment Events 174

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. Smart voice technology belongs in the office . The post CX Takeaways From Dreamforce 2019 appeared first on GetFeedback Blog.

2019 48

2019 Magazine Fashion Customer Expectations 48

TechSee

OCTOBER 31, 2018

No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. Robotic Process Automation (RPA) is a form of business process automation technology based on AI. “Alexa, launch Netflix!”.

2019 100

2019 Telecommunications Average Handle Time Call Center 100

CloudCherry

AUGUST 26, 2019

Gartner found that over 80% of organizations expected to compete mainly based on CX in 2019. But a B2B CX initiative also requires transformational changes to your entire business operation, not just new technologies. The post A CX Snapshot: 2019 Insights from B2B Organizations appeared first on CloudCherry. Request a demo.

B2B 199

B2B 2019 Insights 2010 199

BlueOcean

AUGUST 9, 2021

The adoption rate of new and evolving technologies accelerated at unseen speeds—resulting in 10 years’ worth of change within a mere 10 months. Contact center technologies are certainly in the mix of acceleration. We dug into their sentiments and expectations about the future of five key contact center technologies.

Contact Center 156

Contact Center Technology 2024 Healthcare 156

CX Accelerator

MAY 15, 2019

The Expo hall is crammed with state-of-the-art technologies and promises of automation, higher efficiency, lower costs. While it’s important to adapt to technological change, it’s important also to be able to look at your customer service function and seek to improve what’s there already. Kaye's LinkedIn Back To CX Accelerator Blog

Contact Center 51

Contact Center Customer Service 2019 Culture 51

ShepHyken

MARCH 25, 2019

Survey: Customer experience trends 2019 by Lynne Capozzi. Live from ModernCX 2019: 3 Days of Customer Experience Takeaways by SmarterCX Team. The post 5 Top Customer Service Articles for the Week of March 25, 2019 appeared first on Shep Hyken. (I wrote a book on it!) ” Key findings from the report. It’s a great report.

2019 116

2019 Article Customer Service Competitive Advantage 116

TechSee

JUNE 4, 2019

While these non-technological training styles center offer a number of benefits, they can consume a considerable portion of a call center’s resources in terms of time and cost. Virtual private tutors. One size doesn’t fit all. Agents have different strengths and weaknesses and training modules must be responsive to their requirements.

Call Center 117

Call Center Technology Contact Center Average Handle Time 117

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

CX Accelerator

JANUARY 7, 2019

So keep that in mind as I talk about technology for customer experience. That being said, I thought it might be helpful to share what I understand thus far about a couple concepts that are often mentioned in the CX technology space. I’m slow to grasp new concepts but once I do grasp them I generally understand them very well.

Net Promoter Score 275

Net Promoter Score Contact Center 2019 Technology 275

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. Identifying digital experience trends will help you adapt your business to get ahead of your consumer, not behind them. The COVID-19 pandemic has changed the way that businesses, well, do business.

Social Media 397

Social Media Metrics 2019 Customer Journey 397

ShepHyken

JANUARY 28, 2019

And, something I noticed… the technology space, which includes internet, cable and cellular, is no longer one of the top one or two worst service providers. Because they love the fact that she listens to them and takes time with them and will explain slowly any technology that they may not understand. They are trying!).

2019 106

2019 Article Social Media Customer Service 106

ShepHyken

APRIL 1, 2019

How Customer Service Trends Are Changing in 2019: Highlights from the New State of Service Report by Sarah Patterson. My Comment: Our friends at Salesforce have just released their 2019 “State of Service” report. A Look at Technology and Data Protection by Brian Hannon. Do Customers Trust Your Tech?

2019 107

2019 Article Customer Service Social Media 107

CloudCherry

JANUARY 22, 2020

Nonetheless, when a vendor’s technology doesn’t live up to expectations, or when your company has clearly selected the wrong vendor, transitioning to a new VoC may be your best or only option. McKinsey & Company recommends obtaining “journey-centric feedback” from customers, supported by a backbone of technology investments.

White Paper 243

White Paper Social Media Feedback 2019 243

ShepHyken

MARCH 3, 2019

This article focuses on home appliances, like TV’s, thermostats, and more, but it will give you insights into how some things we thought were space-aged technology just a few years ago are now reality. The post 5 Top Customer Service Articles for the Week of March 4, 2019 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

2019 103

2019 Article Customer Service Omnichannel 103

TechSee

JUNE 11, 2019

Recently, an innovative technology has emerged, transforming contact center operations and customer experience across a wide range of industries: Visual Assistance. The technology is unique because it delivers KPI improvements without cannibalizing others. Customer Service KPIs – The Results. Truck rolls reduced by 19%.

Technology 117

Technology Customer Service Contact Center NPS 117

ShepHyken

OCTOBER 7, 2019

Forbes) The fear of automation supplanting humans in the workplace has been the stuff of science fiction for decades, but as the pace of technological change picks up, many people have begun to wonder: Is it becoming more fact than fiction? We Still Need To Deliver On The Human Factor In Customer Service by Ryan Hollenbeck.

Article 119

Article 2019 Customer Service Customer Centricity 119

ShepHyken

MAY 12, 2019

My Comment: I’ve always cautioned that companies jumping into digital customer service solutions should be careful not to become so enamored with the technology that they lose their human and emotional connection with their customers. Seven Tips For Successful Customer Loyalty Programs In 2019 by Sallie Burnett.

2019 101

2019 Article Loyalty Programs Customer Service 101

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 105

2019 Article Customer Service ROI 105

ShepHyken

SEPTEMBER 23, 2019

The technology is already making an impact across many industries. billion in 2019 — a 44% increase over 2018. The post 5 Top Customer Service Articles for the Week of September 23, 2019 appeared first on Shep Hyken. Perhaps the title should be “How to Tell if Your Customer Service Agents Will Help Your Customers.”.

Article 108

Article 2019 Customer Service Customer Journey Mapping 108

ShepHyken

MAY 27, 2019

Forbes) With a $800-million-dollar investment in technology, fulfillment and logistics, Amazon one-day shipping is now standard for Prime members, the race for customer loyalty in retail is getting even more expensive. The post 5 Top Customer Service Articles for the Week of May 27, 2019 appeared first on Shep Hyken.

Article 113

Article 2019 Customer Journey Mapping Customer Service 113

ShepHyken

APRIL 8, 2019

More and more, companies are utilizing digital technologies to support their customers. The post 5 Top Customer Service Articles for the Week of April 8, 2019 appeared first on Shep Hyken. My Comment: Pegasystems came out with a new report that landed on my desk this week. It’s focused on the digital service transformation.

Article 110

Article 2019 Customer Service Hotels 110

Michel Falcon Experience

JANUARY 10, 2019

I do believe that technology will replace some human interaction but I don’t believe the human element of great customer service skills will be replaced. The post 5 New Customer Service Skills Your Employees Need (and How to Train Them Properly in 2019) appeared first on Michel Falcon: Entrepreneur, Advisor, Keynote Speaker.

2019 151

2019 Customer Service Workshop Wireless 151

Oracle

APRIL 1, 2019

In 2019, there’s a fundamental shift in the way brands think about omnichannel, as every part of the CX becomes crucial. ” In response, brands are revisiting the customer journey and investing in CX technology. The post 4 Ways Omnichannel Customer Experience Will Change in 2019 appeared first on SmarterCX.

Omnichannel 108

Omnichannel 2019 Customer Experience B2C 108

Thematic

AUGUST 7, 2019

Calculating the ROI of CX: The Complete Guide 2019 Chapter 1: Introduction – ROI or Die! With the growth of NPS, many companies have been investing heavily in element 1: Introducing technologies to collect customer feedback across all different touchpoints. Want the spreadsheets used in this guide?

ROI 123

ROI 2019 NPS Metrics 123

TechSee

JANUARY 28, 2020

Black Friday is a day that retailers wait for all year, and 2019 was no different. Adobe noted a 43 percent uptick in this behavior, surely a great sign for retailers that had labored to improve their digital offerings and experiences ahead of the 2019 holiday rush. billion across the 4,500 retail websites tracked by Adobe Analytics.

Retail 136

Retail Wireless 2019 2020 136

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 Technology and social media has given more power and influence to customers. Why online communities are growing.

2015 0

2015 Social Media 2012 2019 0

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

MARCH 4, 2019

Here are 4 tips for improving the digital customer experience in 2019. The post 4 Digital Customer Experience Strategy Tips for 2019 appeared first on SmarterCX. Identify and audit customer journeys for ease.

2019 110

2019 Customer Experience Feedback Customer Journey 110

TechSee

OCTOBER 13, 2020

According to a 2019 Gartner survey, 19% of service companies already offer these contracts, and another 26% expected to do so within 12 months. AI technology overcomes these hurdles by automatically dispatching jobs to the right technician based on past history, skills, location, priority, tools, and availability.

Contact Center 202

Contact Center 2025 2019 Measurement 202

TechSee

JUNE 10, 2021

But new innovations in technology have shown that the time is right to explore alternate options to the ubiquitous truck roll. . The technology has been thoroughly proven to greatly reduce – and even eliminate – the need for a truck roll. Beyond consumer preference for self-service, the technology is advantageous to the company.

Innovation 207

Innovation 2025 Transportation Consumers 207

ShepHyken

NOVEMBER 11, 2019

The ability to identify a customer is a powerful opportunity for personalization that, thanks to today’s CX technology, is starting to become more and more common. The post 5 Top Customer Service Articles for the Week of November 11, 2019 appeared first on Shep Hyken. So, do you know who your customers are? Follow on Twitter: @Hyken.

Article 96

Article 2019 Customer Service Customer Centricity 96

BirdEye

OCTOBER 16, 2020

Technology (surprise, surprise). The path of least resistance was in adapting the resources institutions already had (such as drive-thru and call centers), or to accelerate projects that became critical to the operation of the credit union (which inevitably involved digitalization, remote, and virtual operations) powered up by technology.

Technology 98

Technology Marketing Banking Financial 98

GetFeedback

AUGUST 14, 2019

In the latest measurement, in Q1 2019, the ACSI was 76.5 Trends change: New industry trends, regulations, and technologies emerge, creating new business dynamics. It’s interesting to take a look at this metric over time. out of 100. out of 100. Doesn’t seem very impressive as improvements go for a 25-year span. What’s going on here?

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389