ShepHyken

MARCH 9, 2018

Businesses that already have a strong digital customer service strategy in place are steps ahead of the competition, however here’s how you can catch up in 2018. Therefore it is advisable that businesses do not fully switch to AI controlled customer service, but look at areas that they can begin to automate in 2018. Sources: [link].

Customer Service 189

Customer Service Chatbots Advertising Technology 189

Peter Lavers

FEBRUARY 27, 2018

We’re delighted to announce that WCL Customer Management’s founding director Peter Lavers will be participating at IBM Watson’s showcase Think 2018 conference in Las Vegas in March. You can find out more and register to attend at the Think 2018 website. The post Think 2018 appeared first on Think CX.

CRM 100

CRM Customer Experience Marketing Personalization 100

Infinity

DECEMBER 19, 2018

2018 has seen copious amounts of highs and lows. We’ve seen micro-marketing scandals with Cambridge Analytica, successes with Easterseals Southern California’s (ESSC) ingenious “Change the Way You See Disability” campaign, and the GDPR black cloud which has invited marketers to re-think their uses of big data and targeted marketing campaigns.

Marketing 61

Marketing Big data Customer centricity Education 61

ShepHyken

DECEMBER 24, 2018

Future CX: Tips for 2019 digital marketing success by Stuart Banbery. CustomerThink) Creating powerful online customer experiences and marketing ROI by harnessing emotional connections with customers is key and here are some key take-outs for everyone to consider for 2019 success. Follow on Twitter: @Hyken.

Customer Service 219

Customer Service Morale Coaching Customer Experience 219

ShepHyken

JANUARY 7, 2019

(MarTech Advisor) The rise of artificial intelligence has led many people to believe that machines will take over many of the job functions in the marketing industry. My Comment: Rather than AI replacing humans in the customer support and marketing worlds, what if it took on a support role. Follow on Twitter: @Hyken.

Customer Service 247

Customer Service Chatbots Contact Center Call Center 247

Tethr

MAY 29, 2023

In this session from the 2018 AI Growth Summit, we discuss speech analytics for marketing professionals and how it provides valuable insight.

Analytics 62

Analytics Marketing 62

ShepHyken

DECEMBER 3, 2018

Retaining your most favorable customers is the best survival skill your business needs to fight churn and defy all odds in the market. The post 5 Top Customer Service Articles for the Week of December 3, 2018 appeared first on Shep Hyken. That’s a rhetorical question.) Follow on Twitter: @Hyken.

Customer Service 254

Customer Service Airlines Customer retention Customer Experience 254

ShepHyken

NOVEMBER 19, 2018

This is an interview with Peter Fader (Marketing professor at Wharton) and Sarah Toms (executive director of Wharton Interactive), the authors of “The Customer Centricity Playbook.” Chief Marketer) Video is great for creating social engagement, but it can also be a powerful customer service tool. Follow on Twitter: @Hyken.

Customer Service 214

Customer Service Customer centricity Self service Customer Care 214

CCNG

OCTOBER 19, 2022

Lumoa , 2018) In 2019, customer experience will continue as a major factor in how companies do business. Forrester, 2018) Over 80% of organizations expect to compete mainly based on CX, meaning that the skill of realizing benefits will be in high demand. Here are over 100 customer experience stats and trends for you to discover.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ShepHyken

MARCH 5, 2018

The Six Cs of Loyalty Program Marketing by Rick Boubelik. Colloquy) For loyalty marketers searching for a way to stay ahead of the competition and keep shoppers happy, the Six Cs of Loyalty are a great way to streamline how you’re thinking about each communication, offer or benefit. We can learn a lot from good and bad service.

Customer Service 202

Customer Service Chatbots Contact Center Marketing 202

Fonolo

AUGUST 29, 2018

But if we momentarily dial the sound down, we are rewarded with a) some mental clarity; and b) the sweet, sweet sounds of intelligent, helpful voices who deliver some music-to-our-ears advice on how to survive and thrive in 2018 and beyond. White Paper: CX Trends You Need to Watch in 2018. The Need for Speed. Plus So Much More!

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

DMG Consulting

SEPTEMBER 26, 2018

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 13th annual Speech Analytics Product and Market Report.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

AUGUST 3, 2018

DMG Consulting Releases 2018 Robotic Process Automation Product and Market Report. Market demand is high as opportunity and addressable market for RPA continues to grow. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

AUGUST 9, 2018

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 Intelligent Virtual Agent Product and Market Report.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

AWS Machine Learning

SEPTEMBER 19, 2023

Multi-modal data is a valuable component of the financial industry, encompassing market, economic, customer, news and social media, and risk data. Multi-modal agents, in conjunction with generative AI, are finding a wide spread application in financial markets. Can you build an optimized portfolio using these three stocks? ”

Marketing 103

Marketing APIs Engineering Analytics 103

Aspect

DECEMBER 27, 2017

What happened in 2017, and what will 2018 bring? Adoption of most consumer-facing innovation starts in Marketing Departments. And getting attention is one of the business goals of marketing. Innovation starts in Marketing, not the Contact Center, but budgets are forming in the latter. Let’s have a look. It is still early.

Chatbots 116

Chatbots Contact Center Interactive Voice Response Enterprise 116

ShepHyken

NOVEMBER 26, 2018

The Wise Marketer) Companies are realizing the importance of focusing on their repeat customers and designing special loyalty rewards program exclusively for this category of customers. The post 5 Top Customer Service Articles for the Week of November 26, 2018 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 200

Customer Service Airlines Employee engagement Morale 200

DMG Consulting

MAY 25, 2018

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 15th annual Contact Center Workforce Optimization (WFO) Market Share.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

ShepHyken

APRIL 23, 2018

But they are hampered by problems ranging from lack of data to siloization, according to “Elevating the Customer Experience,” a study by Winterberry Group presented by the Data & Marketing Association and sponsored by Pitney Bowes. Follow on Twitter: @Hyken.

Customer Service 198

Customer Service Employee engagement Personalization CRM 198

DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. Strong momentum driving market growth and investment. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 12 March 2018.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

JANUARY 17, 2018

DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 – 2018 Workforce Optimization Product and Market Report.

Consulting 48

Consulting Consulting Marketing Gamification 48

ShepHyken

MAY 7, 2018

My Comment : No doubt that getting people to talk about your products and services is your best marketing (also known as Word-of-Mouth). The post 5 Top Customer Service Articles For the Week of May 7, 2018 appeared first on Shep Hyken. So, what can a company do to give their customers something to talk about?

Customer Service 198

Customer Service CRM Customer Experience Marketing 198

ShepHyken

AUGUST 20, 2018

Forbes) As companies pour money into generating the seemingly elusive “word-of-mouth marketing,” it’s not just about celebrities and other influencers. The post 5 Top Customer Service Articles for the Week of August 20, 2018 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 174

Customer Service B2B B2C Customer Experience 174

ShepHyken

APRIL 30, 2018

My Comment: Data and personalization ate HOT topics in marketing and customer experience. The post 5 Top Customer Service Articles For the Week of April 30, 2018 appeared first on Shep Hyken. This excellent article by Tricia Morris has some interesting facts and stats about how companies are using data to personalize the CX.

Customer Service 204

Customer Service Personalization Self service Metrics 204

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 4 December 2018.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

OCTOBER 18, 2017

DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 12th annual Speech Analytics Product and Market Report. 10/18/2017.

Consulting 48

Consulting Consulting Analytics Marketing 48

ShepHyken

AUGUST 27, 2018

My Comment: Consider this: 81% of marketing leaders responsible for customer experience say their companies will: “mostly or completely compete on the basis of CX in two years.” The post 5 Top Customer Service Articles for the Week of August 27, 2018 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 149

Customer Service Advertising Metrics Customer Experience 149

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report.

Consulting 48

Consulting Consulting Contact Center Marketing 48

CrazyCall

SEPTEMBER 4, 2018

Brian Halligan is the founder and CEO of HubSpot, which is an inbound marketing and sales software used by more than 40.000 customers worldwide. With over 1700+ employees so far, Hubspot, as a leading CRM, marketing, sales and customer experience platform brought in $114.6 million in total revenue in Q1 2018. Brian Halligan.

Sales 129

Sales SaaS CRM B2B 129

Mindtouch

FEBRUARY 26, 2018

Watch the video below to learn more about the criteria used for the TOP 25 Customer Success Influencers and Strategists for 2018 from our esteemed panel of judges. 2018 Top 25 Customer Success Influencers and Strategists. Marisa Delao , Marketing Coordinator. Kerry Hayden , Email Marketing Associate. See the Winners.

Marketing 91

Marketing Accountability Customer Experience 91

The Center for Client Retention

NOVEMBER 28, 2017

Review these 2018 Customer Experience Trends for what’s fresh, viable, and essential to staying in the game. The winning company will have a head start in promoting their devices and penetrating the smart home technology market. Dig more deeply into these 2018 trends and find creative ways to leverage the most relevant ones.

Customer Experience 85

Customer Experience Entertainment Technology Accountability 85

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. Author: Anne-Claire Bellec - Marketing Director As we come back to work after the holiday season and settle into 2019, it’s a good time to review last year and what we’ve learned.

Average Handle Time 89

Average Handle Time Best practices Surveys Chatbots 89

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers. 360-degree view of your customer.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers. 360-degree view of your customer.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

ChurnZero

SEPTEMBER 14, 2018

INBOUND is an industry event designed to gather Marketing, Sales, and Customer Success professionals all in one place to learn and get inspired together. Check out our top ten Customer Success takeaways from INBOUND 2018. Jonathan Hsu (@jhsu98) September 5, 2018. Sarah Goodall (@SarahGoodall) September 5, 2018.

Education 66

Education Customer retention B2B SaaS 66

BlueOcean

MAY 18, 2022

Blue Ocean, an award-winning provider of customer care solutions, is delighted to announce the promotion of Amy Bennet Roach to Vice President, Sales and Marketing. Amy joined the Blue Ocean team as Communications Manager in 2010, bringing with her a wealth of experience in marketing, advertising, communication, and public relations.

Sales 62

Sales Marketing Multichannel Advertising 62