ShepHyken

FEBRUARY 13, 2017

Top 10 Customer Service Trends for 2017 [Whitepaper] b y Daniela Puzzo . Fonolo) This whitepaper examines 10 customer service trends that will dramatically affect the success of your support team in 2017. By the way, my favorite of the first five is number four, which is to create a personalized service experience.

Customer Service 202

Customer Service Customer Experience Technology Personalization 202

ShepHyken

MAY 22, 2017

Userlike) The phone is one of the oldest and most personal customer service channels. BusinessMatters) As business technologies continue to become more wide spread and sophisticated, company owners are increasingly looking for opportunities to implement new systems that can streamline processes, improve customer experiences and save costs.

Airlines 206

Airlines Customer Service Self service Technology 206

AWS Machine Learning

MAY 16, 2024

LotteON aims to be a platform that not only sells products, but also provides a personalized recommendation experience tailored to your preferred lifestyle. Recommendation model using NCF NCF is an algorithm based on a paper presented at the International World Wide Web Conference in 2017.

Personalization 89

Personalization APIs Scripts Technical Support 89

Fonolo

NOVEMBER 21, 2017

Below is a list of the contact center acquisitions that we think were the most impactful in 2017. This transaction actually closed in December of 2016, but we’ll let it sneak in to 2017 because it is so significant. Resellers don’t get as much press or attention as the technology vendors. Genesys Acquires InIn.

Contact Center 129

Contact Center Abandon rate Call Center Technology 129

ShepHyken

MAY 15, 2017

Pitney Bowes Updates Communicate for Personalized Customer Engagement by Dom Nicastro. CMSWire) Pitney Bowes took another step towards shaking off its postage meters legacy today with the release of new enhancements to its Communicate customer engagement technology suite. And, who doesn’t want that! Follow on Twitter: @Hyken.

Customer Service 174

Customer Service Airlines Customer retention Personalization 174

ShepHyken

JANUARY 30, 2017

(Media Post) The digital economy has driven innovation and created new channels and profit centers, but organizations that look at technology to totally displace human interaction are misguided, according to a study. The post 5 Top Customer Service Articles For the Week of January 30, 2017 appeared first on Shep Hyken.

Customer Service 203

Customer Service Airlines Customer Experience Personalization 203

ShepHyken

OCTOBER 16, 2017

TechRepublic) Companies including Alibaba, Lexus, and Uber use both human and automated customer service to deliver the best results, according to a report from MIT Technology Report and Genesys. The post 5 Top Customer Service Articles for the Week of October 16, 2017 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 194

Customer Service Marketing Customer Experience Sales 194

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Global Contact Centre Benchmarking Report, Dimension Data 2017. personalization. of companies.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

TRUSTID

JUNE 26, 2019

Our personal information is valuable to us. Collectively, its value should only be if any worth to each person it’s associated with. This means bank agents are still asking customers personal security questions to verify who they are. It’s the data that uniquely identifies who we are.

Personalization 78

Personalization Banking Engineering Government 78

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. Luckily, with the right mixture of technology and human touch, customer service doesn’t have to be hard. Shep Hyken.

Technology 235

Technology Customer Service Management CRM 235

Steve DiGioia

JANUARY 9, 2017

Technology, that’s it. This cutting edge technology can allow a customer to stand still while they virtually “try on” various articles of clothing. The thought behind this is fine and I guess it’s some cool technology. Two lanes with a person and 2 lanes each with 4 self checkout terminals. Personalized Advertising.

Advertising 100

Advertising Self service Personalization Technology 100

TechSee

APRIL 3, 2018

Technology-based customer retention solutions provide powerful platforms and fresh approaches, and most importantly, practical frameworks and processes to successfully engage with customers at scale. For example, if a company began 2017 with 50,000 customers and lost 2500 over the course of the year, the churn rate would be 5%.

Customer retention 141

Customer retention Technology Analytics Technical Support 141

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. Biometrics.

Technology 122

Technology Customer Service Gamification Contact Center 122

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. 3 Top Technology Trends from Dreamforce 2017: It’s About Artificial Intelligence. Trend #3: Human beings like to interact with human beings.

Technology 41

Technology Chatbots Sales Healthcare 41

Uniphore

NOVEMBER 17, 2021

November 17, 2021 — Uniphore , the leader in Conversational Automation, today announced it ranked 248 th on the Deloitte Technology Fast 500 , a ranking of the 500 fastest-growing technology, media, telecommunications, life sciences, fintech, and energy tech companies in North America, now in its 27 th year. technology sector leader.

Technology 98

Technology Telecommunications Entertainment Enterprise 98

FreshGrade

DECEMBER 22, 2017

As 2017 comes to a close, we can reflect on the journey education has taken and the changes the world has seen. Getting Smart looks to 2018 to speculate and predict the future of personalized learning. Anderson talks about the importance of building pedagogy before technology. How do we acknowledge ungraded skills?

Personalization 40

Personalization Technology Education 40

ShepHyken

SEPTEMBER 15, 2017

Recently I have read and written a lot about AI and as technology improves and acceptance grows AI will have a strong role in customer service. – Shep Hyken. Marketers can then analyze that data without manually going through more information than any one person, or even team should have to on their own.

Marketing 498

Marketing Advertising Big data Personalization 498

Mindtouch

OCTOBER 19, 2017

Announcing the TOP 124 Salesforce Influencers of 2017 (both listical and digital asset provided below). This list reflects the top 124 influencers who can walk the talk when it comes to accelerating customer engagement with Salesforce (see bottom of page to register and meet them in person). 2017 Top 124. Adriane Hunt, Sr.

Consulting 91

Consulting Consulting Engineering CRM 91

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. At Dreamforce 2017, Talkdesk brought together three cutting-edge technology companies to discuss the top technology trends in service and inside sales.

Technology 41

Technology Chatbots Sales Healthcare 41

TechSee

DECEMBER 5, 2017

Recognizing that continuously adding quality agents simply does not add up financially, more and more companies are turning to technology in order to scale quality support. Customers appreciate: Faster, personalized customer support. Customers appreciate: The personalized and intuitive customer self-service. ” 2. Coveo.

Contact Center 116

Contact Center Technology Self service Call Center 116

TRUSTID

JUNE 26, 2019

Our personal information is valuable to us. Collectively, its value should only be if any worth to each person it’s associated with. This means bank agents are still asking customers personal security questions to verify who they are. It’s the data that uniquely identifies who we are.

Personalization 49

Personalization Banking Engineering Government 49

Avaya

SEPTEMBER 30, 2016

Next week is IP Expo, one of the UK’s main business technology events. One of the key themes of the show is Artificial Intelligence, something that shouldn’t really be a surprise considering the technology is fast becoming a reality in the enterprise, with chatbots, predictive intelligence and robot PAs.

Enterprise 76

Enterprise Chatbots SaaS Self service 76

ShepHyken

SEPTEMBER 21, 2018

Customers tell an average of 15 people about a poor service experience , versus the 11 people they’ll tell about a good experience.’ – (Source: American Express Customer Service Barometer 2017). ‘ Customers today want and expect service and when needed, personal service and engagement with a human.

Customer Experience 264

Customer Experience Big data Technology Chatbots 264

ShepHyken

NOVEMBER 20, 2017

One-to-One Personalization in the Age of Machine Learning by Karl Wirth & Katie Sweet. Evergage) In this book, discover what one-to-one personalization is all about, how it’s evolved and what the future entails. One of the big topics driving the customer experience today is “personalization.” And, it’s free. Great article.

Customer Service 95

Customer Service Personalization Upselling Self service 95

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

Customer centricity 61

Customer centricity Contact Center Call Center outsourcing 61

DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. What: Releases 2017 Intelligent Virtual Agent Product and Market Report. When: Today, 19 July 2017. While IVA technology is still in its infancy, it is already making significant contributions to the market.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

Customer Service Life

MARCH 24, 2018

So what did I do to come up with three lessons for 2017? In 2017, I finally openly discussed my feelings with other contact center professionals — 14 of them to be exact. So those are my three lessons from 2017. As I look over these again, I’ve covered technology, operations, and personal and employee growth and development.

Coaching 60

Coaching Chatbots Contact Center SaaS 60

Revation Systems

DECEMBER 11, 2017

Just as modern technology has transformed communication in our personal lives, current digital innovations are completely restructuring the traditional contact center business model — significantly changing the way consumers and businesses communicate. The post Contact Center Trends for 2017 appeared first on Revation Systems.

Contact Center 48

Contact Center Self service Technology Enterprise 48

Fonolo

JANUARY 17, 2023

Artificial intelligence is not a standalone technology, but rather a tool that optimizes your entire system. This familiar technology does things like invite callers to select a language, enter an account number or choose a department at the beginning of a call. It’s a great place to start and customers are very open to the technology.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

Chatbots 48

Chatbots Multichannel Customer centricity Analytics 48

DMG Consulting

MARCH 31, 2017

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. What: Releases 2017 Contact Center Workforce Management Product and Market Report. When: Today, 21 March 2017. DMG expects the WFM market to grow by 8% in 2017 and 2018, and by 9% in 2019, 2020 and 2021.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Taylor Reach Group

AUGUST 29, 2017

With that, here are some of the events taking place in September, 2017 (in chronological order) with direct links to each event: Contact Center for Utilities Operational Excellence Conference – 5th annual – September 12 -14. Enriching CX through continuous Improvement and Engaging Technology. Engage 360 – 2017 – September 25-28.

Contact Center 48

Contact Center Call Center Customer Experience Journey mapping 48

TRUSTID

DECEMBER 28, 2017

Throughout 2017, we’ve discussed many of the top challenges facing contact centers and the authentication industry. With unchanging personal data in the hands of hackers, identity thieves can potentially use the details to apply for new lines of credit at any time.

Contact Center 50

Contact Center Banking Wireless Call Center 50

Avaya

JUNE 27, 2017

Technology is no longer part of the guest experience; it is the guest experience. Overall, two-thirds say they have a better hotel experience when brands leverage the latest technologies. Overall, two-thirds say they have a better hotel experience when brands leverage the latest technologies.

Entertainment 53

Entertainment Education CRM Technology 53

AWS Machine Learning

APRIL 16, 2024

They’re often used with highly sensitive business data, like personal data, compliance data, operational data, and financial information, to optimize the model’s output. Customers have benefited from this confidentiality and isolation from AWS operators on all Nitro-based EC2 instances since 2017.

Engineering 112

Engineering Personalization Accountability Customer Experience 112

Talkdesk

OCTOBER 30, 2017

Despite the rapid evolution of consumer technology (and consumer expectations), the experience customers have when they call into a contact center is still the same as it’s always been. It doesn’t make sense for contact centers to begin calls with customers by asking for their personal information to populate a blank slate.

Contact Center 40

Contact Center industry standards Self service Accountability 40

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

Customer centricity 40

Customer centricity Contact Center Call Center outsourcing 40