ShepHyken

SEPTEMBER 5, 2016

Create Great Customer Experiences with These Three Principles by Opinurte Team. Opinurate) Matt Watkinson has worked with some of the biggest businesses in the world on customer experience strategy, service design, websites and mobile apps. Customer Service is Dead… Welcome to the Customer Experience by Jeffrey Hayzlett.

Customer Service 0

Customer Service Analytics Customer Care Customer Experience 0

CSM Magazine

MAY 23, 2016

This in-depth research report written by CX Network looks at the key customer experience trends, challenges and investments for the next 12 –18 months and the digital transformation of organisations. Customer loyalty and retention, online customer experience, and data and analytics are also the top trends predicted by practitioners.

Customer Experience 56

Customer Experience Employee engagement CRM Analytics 56

Callminer

JULY 11, 2016

This year’s #CallCenterWeek (CCW) in Las Vegas, NV showcased what is becoming increasingly clear: Customers expect service on their own terms whenever they need it, in whatever digital […]. The post 3 Key Takeaways From #CallCenterWeek 2016 in Las Vegas, NV appeared first on CallMiner.

call center professionals 140

call center professionals Education Call Center Customer Service 140

Lumoa

AUGUST 23, 2021

In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition. A positive customer experience comes down to making a customer feel valued during every experience , whether that’s offering delayed payments, incorporating free features, or simply remembering their name.

Customer Experience 94

Customer Experience Analytics Surveys Customer retention 94

CSM Magazine

DECEMBER 14, 2015

Temkin Group, a leading customer experience firm, has published its annual list of customer experience trends. As a part of these publications, Temkin is calling 2016 “The Year of Emotion.” ” Here are the 10 customer experience trends to watch in 2016: 1. Emotion Arising.

Customer Experience 45

Customer Experience Journey mapping Analytics Metrics 45

Contact Center Pipeline

DECEMBER 2, 2016

Thank you for making us a part of your journey in 2016. December is always a wonderful time of reflection to examine our goals, accomplishments and challenges and to look forward to another opportunity in the new year to continue on our journey. As our way of saying Thank You, please feel free to start, […].

Contact Center 100

Contact Center First call resolution Analytics Call Center 100

Contact Center Pipeline

JUNE 28, 2016

An interesting finding from Dimension Data’s “2016 Global Contact Centre Benchmarking Report” is that, for the first time, customer experience has surpassed cost reduction as a primary reason for offering digital channels (73.7% vs. 67.9%).

Customer Experience 100

Customer Experience Benchmark Personalization Analytics 100

Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event.

Enterprise 40

Enterprise Customer Experience Contact Center Analytics 40

aircall

NOVEMBER 10, 2016

Dreamforce gave Salesforce an opportunity to unveil this year’s featured technology, Artificial Intelligence (AI) and machine learning : a way for companies to allow those of us who are not “data geniuses” to use predictive analytics. As a result, businesses are able to better serve their customers over time. Dreamforce 2016 takeaways.

Analytics 48

Analytics Sales Technology Call Center 48

JustCall

MAY 23, 2023

JustCall is heading to the Customer Contact Week held in Las Vegas this June, and we want you to join us for the launch of our AI-powered platform.Plus, hear from our founder during an insightful fireside chat. That’s why creating seamless customer journeys are essential for gaining a competitive edge.

Customer Experience 52

Customer Experience Agent burnout SaaS Contact Center 52

Beyond Philosophy

AUGUST 29, 2016

By now, it’s clear to many of you that your Customer Experience is an excellent competitive differentiator for your organization. However, if you only consider the aspects of your experience that appeal to people at a logical level only, you are not taking full advantage of what we know about customers and what influences them.

Analytics 278

Analytics Consulting Consulting Customer emotions 278

Aria Solutions

NOVEMBER 24, 2017

Businesses are losing $62 billion per year through poor customer service (Serial switchers strikes again, NewVoiceMedia, Jan. trillion, growing eight times faster than global GDP ( Top Five Imperatives To Win In The Age Of The Customer, May 23, 2017). This means the new goal must be getting every interaction right.

Analytics 54

Analytics Customer retention Banking Customer centricity 54

Fonolo

NOVEMBER 17, 2020

Historic Call Center & Customer Experience Trends. More than 80% of customers now say the experience a company provides is as important as its products. . The contact center is destined to evolve further into the ‘Customer Experience Hub’ of the future.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Aria Solutions

NOVEMBER 24, 2017

Businesses are losing $62 billion per year through poor customer service (Serial switchers strikes again, NewVoiceMedia, Jan. trillion, growing eight times faster than global GDP ( Top Five Imperatives To Win In The Age Of The Customer, May 23, 2017). This means the new goal must be getting every interaction right.

Analytics 48

Analytics Customer retention Banking Customer centricity 48

Talkdesk

MAY 18, 2016

Opentalk 2016 was a whirlwind. Talkdesk’s inaugural summit was jam-packed with valuable insights on the future of the customer experience. Empathy is the heart of the most successful customer experiences. Employees are the determining factors for the customer experience. Segmentation.

Customer centricity 40

Customer centricity Airlines Metrics Self service 40

ClearAction

OCTOBER 16, 2019

Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. trillion dollars lost through customers switching suppliers every year in the USA is equivalent to the GDP of Canada or Italy? Did you know that 1.8

Customer Experience 59

Customer Experience Customer centricity Marketing Customer retention 59

Calabrio

SEPTEMBER 21, 2016

The contact center as profit driver: it keeps popping up on lists of top business trends for 2016. In addition to the low level of data capture, almost half of all organizations (40%) have no contact center analytics capabilities. Just as bad: 52% of contact centers don’t share customer intelligence with the rest of the enterprise.

Contact Center 59

Contact Center Analytics Technology Enterprise 59

TechSee

MAY 1, 2018

Utilities recognize that in the short-term, investment in AI can deliver the highest ROI in terms of improving speed and efficiency, enabling better data processing and analytics, and enhancing the customer experience (CX). The global smart lighting market grew even more – 81% between Q2 2016 and Q2 2017 to $101.2M.

Analytics 132

Analytics Call Center Chatbots Customer Support 132

Eptica

MAY 25, 2016

Date: Wednesday, May 25, 2016 Mapping digital transformation in customer experience. Published on: May 25, 2016. Author: Pauline Ashenden In the fast-moving world of customer experience there is no shortage of new trends and technologies for companies to evaluate and adopt.

Customer Experience 54

Customer Experience Multichannel CRM Contact Center 54

CX Journey

DECEMBER 31, 2015

Image courtesy of BazaarBizarreSF Are you into making customer experience predictions for next year? Let's resolve to improve the customer experience. What shall we list as our resolutions for 2016? Let me know how you make out on these resolutions in 2016! Personally, I'm over predictions! Any predictions!

Customer Experience 47

Customer Experience Journey mapping Government Analytics 47

Natalie Petouhof

MARCH 10, 2016

Tweet Direct Marketing News is honored to announce the 2016 Honorees to the Marketing Hall of Femme! On April 8, 2016, we’re celebrating all of their outstanding achievements and more. Covering Cloud and IoT That Drive Better Business Results and Awesome Customer Experiences. You are my heros.

Marketing 40

Marketing Education Technology Personalization 40

Calabrio

JUNE 9, 2016

At Calabrio, we like to stay ahead of the curve so we can meet our customers where they want to be tomorrow, instead of where they were yesterday. One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry.

Benchmark 40

Benchmark Contact Center Banking Accountability 40

Contact Center Pipeline

SEPTEMBER 6, 2016

We’re planning our agent celebrations for Customer Service Week next month. Our September issue focuses on many agent issues; performance metrics, attendance, agent desktops, employee engagement, customer experience…and more. Our agents have tremendous impact on our customer satisfaction. It is a busy time of year.

Contact Center 100

Contact Center Employee engagement Metrics Customer Experience 100

Avaya

JUNE 7, 2016

The problem that we identified is that in this mobile-centric, 24X7-access-to-everything, gadget-crazy digital world, there is a huge problem for companies to be able to communications enable any customer experience now , not seven months from now. The platform we created for business communications innovation is Avaya Breeze ™.

Self service 40

Self service Analytics Contact Center Marketing 40

aircall

OCTOBER 26, 2016

Our cutting-edge call center software is filled with advanced features including live analytics and collaborative features that empower your agents. We’ve added features meant to enhance the customer experience, like smart queuing, IVR, CTI, or skill and time based routing. Meanwhile, it has gradually become more robust.

call center software 48

call center software Call Center Interactive Voice Response Analytics 48

Spearline

MAY 10, 2021

In 2016, only 5% of contact centers had voice biometrics implemented. Organisations worldwide see the importance of customer experience to their business. And where customer experience is a priority, voice quality must be too. Implementation of speech analytics can require a significant initial investment.

Telecommunications 98

Telecommunications Contact Center Analytics Chatbots 98

CCNG

OCTOBER 19, 2022

Less than half of CX execs trust their company's ability to deliver great experiences. Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ForeSee

JANUARY 4, 2016

The post The Fab-Five Attractions Outside of NRF 2016 appeared first on ForeSee. Several events outside of the show attract the brightest minds in retail — learn about some of the hottest attractions around NRF.

Analytics 56

Analytics Customer Experience 56

Natalie Petouhof

JANUARY 19, 2016

Tweet I’m here with my colleagues, Holger Mueller @holgermu and Doug Henschen @ DHenschen , covering the #OracleCloud Summit 2016 in NYC at the Waldorf Astoria @ WaldorfNYC. BTW the Waldorf Astoria has great customer service!!!). It used to be that the buyer was the CIO. Maybe IT still needs to stay focused on their list.

B2B 60

B2B SaaS B2C Advertising 60

aircall

OCTOBER 26, 2016

Our cutting-edge call center software is filled with advanced features including live analytics and collaborative features that empower your agents. We’ve added features meant to enhance the customer experience, like smart queuing, IVR, CTI, or skill and time based routing. Meanwhile, it has gradually become more robust.

call center software 48

call center software Call Center Interactive Voice Response Analytics 48

Fonolo

OCTOBER 18, 2017

Methodology: CCW Digital surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals in February and March 2017. 74% of those surveyed directly influence their organizations’ customer experience budgets, while 37% either sit-in or directly report to the C-suite.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

Calabrio

FEBRUARY 24, 2016

Last month, Adobe Marketing VP, John Travis, shared insights from Adobe’s 2016 Digital Trends report, including which opportunities businesses are most excited about this year. Customer Experience. “In Why are your customers contacting you? The number one response? In 2014, it emerged as a top priority for marketers.

Customer Experience 40

Customer Experience Contact Center Analytics Marketing 40

Clarabridge

NOVEMBER 30, 2016

Managing the customer experience means mapping the customer journey , listening to feedback, analyzing data, acting on insights, and reporting on results. But there are 3 elements of customer experience that are often overlooked, and that make a big impact on how your customers see you. Other customers.

Customer Experience 74

Customer Experience Surveys Feedback Analytics 74

Spearline

JUNE 1, 2021

of contact center interactions made away from the phone predicted in the report, it’s clear that voice has a key role in businesses’ customer experience strategy as a dominant communication method. However, advancements in artificial intelligence have paved the way for better analytics for calls coming into businesses.

Contact Center 98

Contact Center Telecommunications industry standards Analytics 98

ForeSee

DECEMBER 22, 2015

The NRF Big Show 2016 includes three days packed with sessions, exhibit hall presentations, vendor booth meetings and nighttime events – all in the epicenter of New York City. The post Ten Tips to Optimize Your NRF 2016 Experience appeared first on ForeSee.

Analytics 40

Analytics Customer Experience 40

TeamSupport

JANUARY 9, 2024

Companies like Facebook, with the introduction of its Messenger platform in 2016, played a significant role in popularizing chatbots for business purposes. Businesses started integrating chatbots into messaging apps and websites for customer service, lead generation, and other applications.

Customer Support 59

Customer Support Technology CRM Chatbots 59

Eptica

JANUARY 15, 2016

Date: Friday, January 15, 2016 Insurance, the Internet of Things and customer experience. Published on: January 15, 2016. This has dramatically changed how insurers operate , and increased the focus on the customer experience as companies look to engage with consumers and retain their business.

Customer Experience 52

Customer Experience Multichannel CRM Analytics 52