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12 Top Choices to Read and Follow over the Holiday Season

Peter Lavers

As 2017 draws to its close I’ve been taking a look at my blog, twitter and Linkedin activity over the year, and I’d like to share with you my three top choices in four different categories: Most blog engagement. Nedbank – I have walked the customer centricity journey with this great bank for over a decade.

B2C 138
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5 Top CX Trends For Survival in the Age of the Customer

360Connext

What are some of the customer experience trends we’ll see through the end of 2017 and into 2018? Soft Data is Perfectly OK. We’re now taming big data into impressive insights. As a result, the ways we measure, analyze and improve the experience are becoming more and more sophisticated.

Banking 124
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Digital Transformation Revolution

Revation Systems

Nearly all of us have felt the impact of digital transformation from the interactions in our day-to-day personal or professional lives — from interactive teller machines (ITMs) appearing at local community bank branches to virtual visit technology being deployed by doctors’ offices around the country. The Influence on Vertical Industries.

Banking 59
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The State of the Bot Going Into 2018

Aspect

What happened in 2017, and what will 2018 bring? Most contact centers go through a formal RFP/tender process for new investments, and because chatbots got lots of mainstream media attention in both 2016 and 2017, budgets have indeed formed in 2017. Let’s have a look. It is still early. Apple will dominate messaging in 2018.

Chatbots 116
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Only Delighted Customers Should Bounce Back: Tips to Help Online Merchants Prevent Chargebacks

CSM Magazine

That’s the projected global online retail sales by 2020, and double the projected global online retail sales for 2017. Big Data to the rescue: Use your data of previous transactions. $4 trillion. Those are huge amounts of money in absolute terms as well as a large relative increase.

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CREATING CREDIT UNION MEMBERS FOR LIFE

Enghouse Interactive

In the hustling world we live in, the sense of community is exciting in the world of banking. Using the data to understand member journeys creates a bridge by providing behavioral data that is both observable in operations and more predictive of true member needs and wants.

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What We’re Opentalking About

Talkdesk

We’re less than a week away from celebrating the New Era of Customer Heroes at Opentalk 2017 in San Francisco! Our panel of leaders from today’s top on-demand companies covers what makes their customers unique, how to handle all the new data and the difficulties of ensuring success for both service providers and customers.