Alida

OCTOBER 20, 2020

At the beginning of 2020, Vision Critical made the strategic decision, guided by new leadership , to not only continue to help brands deeply understand their customers, but to make it easier for them to manage the end-to-end customer experience. IT’S TIME TO DOUBLE DOWN ON CUSTOMER EXPERIENCE.

2020 49

2020 Leadership Innovation Brands 49

Experience Investigators by 360Connext

OCTOBER 22, 2019

What sort of predictions can we make to better prepare for the future of Customer Experience in 2020 and beyond? But first, let’s talk about what won’t change in the world of CX — not in 2020, nor the foreseeable longer-term future. Don’t expect this to change in 2020 or the future beyond it.

2020 169

2020 Customer Experience Innovation Brands 169

Experience Investigators by 360Connext

NOVEMBER 10, 2020

While it hasn’t been all sunshine and roses, better outcomes have emerged, and Yet many brands have been able to adapt and innovate at a pace previously unachieved. I asked a few customer experience leaders to share their lessons on what 2020 can teach us. CX Lessons from 2020: Coalition, Resilience, & Collaboration.

2020 190

2020 Customer Experience Chief Customer Officer Communication 190

TechSee

DECEMBER 31, 2019

Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. To help you plan, we’ve highlighted nine of the biggest customer service trends for 2020. Some estimates suggest that half of all online searches will be voice-based in 2020.

2020 136

2020 Customer Service Contact Center Social Media 136

eglobalis

JUNE 27, 2024

The discrepancy between what is promised and what is delivered can deeply impact brands negatively. IKEA’s vision of creating a better everyday life is reflected in their commitment to sustainability, affordability, and innovative design. Companies like IKEA, Samsung, Software AG, and Toyota exemplify this principle.

Customer Experience 460

Customer Experience Customer Centricity Net Promoter Score Government 460

Retently

NOVEMBER 13, 2024

One of the most innovative ways brands are leveling up their CX is through Virtual Fitting Rooms (VFRs). In this article, we’ll explore how Virtual Fitting Rooms benefit customers and brands, from boosting customer confidence and reducing returns to increasing sales and loyalty. Let’s dive in! What’s driving this growth?

Retail 145

Retail Social Media Technology Brands 145

Experience Investigators by 360Connext

APRIL 21, 2015

Be aware of how often product innovation is discussed as its own end goal, without mentioning how it meets the needs of customers. Observe how your front-line employees interact with customers in a purely transactional way, focusing on products and branding instead of the customer. What’s really meaningful to your customers?

B2B 285

B2B B2C Social Media Innovation 285

BlueOcean

MARCH 3, 2020

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. They consistently deliver a best-in-class customer experience that produces brand loyalty for our client. About Blue Ocean. Learn more about the Stevie Awards at [link].

2020 156

2020 Contact Center Insurance 2017 156

Experience Investigators by 360Connext

JUNE 30, 2020

There’s never been a year quite like 2020. Small businesses are struggling with cash flow and innovating around how to deliver on their products and services. As the second half of 2020 arrives, there are ongoing challenges without apparent solutions. Large brands were not immune. Plan for progress within context.

2020 143

2020 Events Customer Journey Brands 143

Experience Investigators by 360Connext

JUNE 30, 2020

There’s never been a year quite like 2020. Small businesses are struggling with cash flow and innovating around how to deliver on their products and services. As the second half of 2020 arrives, there are ongoing challenges without apparent solutions. Large brands were not immune. Plan for progress within context.

2020 143

2020 Events Customer Journey Brands 143

Oracle

NOVEMBER 5, 2019

Retail innovation is constantly evolving, from established brands testing new customer experiences to the changing face of service delivery. What retail innovations are on the horizon for 2020? At Future Stores 2020, helping brands strike that balance is a major focus. Can high tech be high touch?

Retail 76

Retail 2020 Innovation Entertainment 76

Talkdesk

DECEMBER 30, 2020

As we transition to a new year, it’s time to reflect and be grateful for everything Talkdesk achieved in 2020: launching 20 products in the first 20 weeks of 2020, announcing the successful closing of our Series C funding of $143 million, and being recognized again as a Leader by Gartner. Cheers to a much better year ahead!

2021 83

2021 2020 Innovation Contact Center 83

Beyond Philosophy

FEBRUARY 20, 2020

We recently learned about the inventor of the hashtag Chris Messina’s concept of Conversational Commerce and how it has changed the way brands interact with their customer on social media platforms. We spoke with Messina in a recent podcast about how a brand can humanize itself for its customers. Chatbots can have these personas, too.

Innovation 162

Innovation Social Media Technology Brands 162

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.

2020 77

2020 Innovation Healthcare 2021 77

BlueOcean

JANUARY 21, 2020

These frontline agents are knocking it out of the park for our client every day delivering exceptional service that builds brand loyalty.”. Blue Ocean is an award-winning provider of innovative customer care solutions. Our consumer cyber security team is a perfect example. About Blue Ocean.

2020 156

2020 Customer Service Insurance 2017 156

InMoment XI

JUNE 28, 2022

InMoment and ReviewTrackers joining forces is great news for today’s brands! We couldn’t be more excited about this InMoment announcement: the launch of the latest set of technology innovations on our market-leading XI Platform! Forrester Research, Inc. Announcement #3: The Latest Updates to the Award-Winning XI Platform.

2022 74

2022 Feedback 2021 Technology 74

CSM Magazine

DECEMBER 5, 2019

Philip Say, VP of Innovation Product Management, Sutherland Labs shares his CX Predictions for 2020. This shift will allow brands to resolve issues and find answers much more quickly, unlocking a new level of more intuitive, intelligent customer experiences. Philip Say is VP of Innovation Product Management at Sutherland Labs.

2020 91

2020 Customer Experience Omnichannel User Experience 91

Alida

OCTOBER 18, 2016

By 2020, Generation Z will account for 40 percent of all consumers in the U.S. The report, The Everything Guide to Generation Z , provides statistics and insight for marketers, customer experience and innovation pros in all major industries. As a result, their spending power, currently valued at $44 billion , is growing every day.

Travel 279

Travel 2010 Fashion Hotels 279

Alida

JANUARY 29, 2020

It’s hard to believe we are already at the end of January and what a compelling first month of 2020 we’ve had at Vision Critical. We’ve had exciting leadership changes and with them comes an invigorated sense of purpose for our entire organization.

Brands 219

Brands 2020 Leadership Marketing 219

TechSee

OCTOBER 21, 2020

Back in May 2020, when the pandemic raged and safety was top of mind for millions, we carried out an in-depth study to explore consumer sentiment about technical support and residential technician visits. This is a substantial increase from an identical survey conducted in May 2020 when 37% of consumers required technician assistance.

Customer Expectations 207

Customer Expectations 2020 Consumers Innovation 207

SurveySensum

JULY 14, 2020

Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI.

2020 132

2020 Customer Experience Magazine Consulting 132

SurveySparrow

NOVEMBER 28, 2019

2020’s right around the corner. Here are the much-awaited customer experience conferences of 2020. Oracle is all set to help organizations adopt innovative and disruptive data-driven customer experience strategies to empower change and stimulate growth. When: 14th January – 15th January 2020. Well, then dive in!

2020 96

2020 Customer Experience Workshop 2019 96

Thematic

DECEMBER 9, 2019

Welcome to 2020! When one player in the space creates an innovative solution, customers soon expect the same innovation from others. How do tech companies come up with these innovations? By listening to customer feedback, companies can monitor what works and what doesn’t, iterate and improve as they keep innovating.

Feedback 126

Feedback 2020 Travel Voice of Customer 126

BlueOcean

JULY 12, 2018

Viewing your supplier as an extension of your internal organization invites the opportunity for knowledge sharing, process improvements, risk reduction, and product/service innovation. They represent your brand in the most vulnerable way possible, so investing in the relationship is imperative. The Role of Chatbots in Customer Care. “

Customer Care 185

Customer Care Contact Center Competitive Advantage B2B 185

Experience Investigators by 360Connext

JUNE 8, 2021

That means looking beyond basic demographics or job titles and knowing how they get their information, what needs their community has, and what other brands they are loyal to. Invite employee feedback for innovation. Visibility around these submissions also creates collaboration for future innovation and ideas.

Healthcare 271

Healthcare Customer Journey Mapping Customer Journey 2013 271

C3Centricity

JANUARY 13, 2021

Perhaps that’s the reason why we recorded an over 15% increase in our readership in 2020. In appreciation of your loyalty, we have summarised the top twenty articles we published in 2020, so you can check that you didn’t miss any, or remind yourself of their usefulness: #1. Is Packaging Part of Product or Promotion?

Customer Centricity 111

Customer Centricity Article 2020 Hospitality 111

Oracle

NOVEMBER 27, 2019

Modern retailers understand this new omnichannel reality and are adopting retail innovation strategies to meet shoppers wherever they are — and on whatever device they choose. Fast-food restaurants may get even faster thanks to retail innovation in customer service tech. Revolutionizing the drive-thru experience.

Retail 74

Retail Innovation 2019 Multi-Channel 74

NetBase

JUNE 5, 2020

The time is ripe to innovate the way movies and TV are seen. Brand advertising budgets continuing to shift towards online and social media. AT&T, HBO Max, Peacock, Hulu and Quibi offer ways for brands to reach more consumers. 52% of all online brand discovery still happens in public social feeds.

Innovation 73

Innovation Brands Social Media Advertising 73

Oracle

JANUARY 8, 2020

This is a preview of the ebook, “20 Cartoons that Perfectly Illustrate the Customer of 2020.” Customers are engaging with brands through more devices and channels, and brands are seeing customers through more data and tools. So here are 3 possible reactions to your customer experiences in 2020 and beyond.

2020 75

2020 Customer Experience Technology Customers 75

GetFeedback

SEPTEMBER 27, 2018

With the ever-evolving technological landscape , brands can reach customers unlike ever before. And companies that are historically brick-and-mortar are fighting to bring innovation into the retail space, too. Powerplay acquisitions by companies like Amazon are also changing how customers experience brands in their everyday lives.

Retail 170

Retail E Commerce Customer Experience Touchpoint 170

Eptica

JULY 2, 2020

Date: Thursday, July 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Customer service: what you can learn from great business leaders. Published on: July 02, 2020. If you want your business to succeed in the long-term constantly seek out new and innovative ways to improve the service that you deliver.

Customer Service 142

Customer Service Customer Centricity 2020 Innovation 142

TechSee

MAY 4, 2021

Brands and retailers have begun leveraging gig workers to ensure high-quality customer experiences while only staffing and paying for the actual work needed. When the pandemic hit back in March 2020, customer service operations went into crisis mode. increased from 2% to 37% in 2020 , and two out of three U.S

Customer Service 182

Customer Service 2027 Contact Center Call Center 182

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

Calabrio

JANUARY 2, 2020

As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand. Therefore, on January 13 we will completely unite under the Calabrio brand. One company, one brand, one website.

Brands 88

Brands White Paper Social Media Webinar 88

TechSee

OCTOBER 23, 2018

consumers abandoned a brand due to lack of personalization and trust. For organizations to succeed in creating a truly personalized CX, innovative approaches must be implemented that resonate deeply with customers so that they feel valued and appreciated. AI Innovations that can boost personalized customer service.

Customer Service 157

Customer Service 2007 Virtual Agent 2018 157

Oracle

SEPTEMBER 27, 2020

We’re back with the next installment of Markies Monday, a weekly blog series designed to help you learn more about the 2020 Oracle Markie Awards and its categories, finalists, and winners. Make sure to check back each week to learn how Oracle CX customers are driving success and building customer relationships that last.

Innovation 77

Innovation Marketing Multi-Channel ROI 77

GetFeedback

OCTOBER 14, 2019

In fact, a Walker study found that by 2020, customer experience will overtake both price and product as the key brand differentiator. A lack of data is one of the most limiting things that teams can experience when it comes to innovating customer experience. How to fix it. New things don’t have to be scary!

Customer Experience 220

Customer Experience 2008 Document Metrics 220