ShepHyken

JANUARY 8, 2018

Industry Experts Offer Up 2018 Predictions on Retail Customer Experience by Judy Mottl. My Comment: The 2018 customer service and experience predictions continue to roll in. My Comment: Would you want your customers to visit an outdated website or experience old technology and systems when interacting with your company?

Customer Service 0

Customer Service B2B Contact Center Technology 0

ShepHyken

JANUARY 29, 2018

Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. LiveChat) The report contains key customer service findings from 2017 and trends for 2018. My Comment: My friends at LiveChat have put out a 2018 customer service report. Plenty of interesting information here.

Customer Service 232

Customer Service Enterprise Engineering Contact Center 232

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. Being in the contact center industry for over 30 years, I have seen amazing advances in technology.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

ShepHyken

NOVEMBER 12, 2018

7-Eleven is testing new ‘scan-and-go’ technology by Ilyse Liffreing. Starting Monday, 14 stores in Dallas will have scan-and-go technology built in the company’s mobile app, so customers can scan and pay for items on their phones. Forrester) Let’s face it: 2018 was not a fabulous year for customer experience.

Customer Service 227

Customer Service Marketing Customer Experience Technology 227

Contact Center Pipeline

JANUARY 11, 2018

As we kick off 2018, businesses will continue to improve the […]. In a competitive landscape where consumers are inundated with options, delivering a seamless customer experience can be a key differentiator in building engaged, loyal customers.

Contact Center 229

Contact Center Customer Experience Analytics Call Center 229

ShepHyken

JULY 30, 2018

12 Ways To Improve A Customer’s User Experience by Forbes Technology Council . Forbes) We asked members of the Forbes Technology Council for their best tips on improving a company’s user experience. 5 Ways Online and Offline Customer Experiences are Coming Together in 2018 by Vandita Grover.

Customer Service 195

Customer Service Airlines Customer Experience Technology 195

ShepHyken

SEPTEMBER 24, 2018

(CX360Service) In the last decade, humanity has achieved a significant number of technological advance which are bound to make a huge impact in our lives and the way we do business. My Comment: Hubspot is a very successful company that is recognized as an industry leader in technology. Follow on Twitter: @Hyken.

Customer Service 219

Customer Service B2B Contact Center Technology 219

ShepHyken

NOVEMBER 26, 2018

To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. My Comment: This short article reminds us that no matter how much you are investing – or plan to invest – in technology to deliver a better customer experience, your first investment should be in the morale of your people.

Customer Service 204

Customer Service Airlines Employee engagement Morale 204

JustCall

NOVEMBER 24, 2022

SaaS Labs has been selected as a Technology Fast 500 winner for 2022 by Deloitte, debuting at #28 on the list of Bay Area’s top 101 and #151 on the National ranking. The post SaaS Labs Featured On Deloitte’s 2022 Technology Fast 500™ appeared first on. Learn more. The growth story.

SaaS 98

SaaS Technology Telecommunications Coaching 98

ShepHyken

AUGUST 13, 2018

There are plenty of resources to keep up-to-date with the latest customer service strategies, technologies and tactics – and my friend Steve DiGioia shares many of these in this article. The post 5 Top Customer Service Articles for the Week of August 13, 2018 appeared first on Shep Hyken. Don’t stop learning about it.

Customer Service 180

Customer Service B2C B2B Customer retention 180

ShepHyken

SEPTEMBER 17, 2018

Of the top 100 product categories and brands in a new ranking of customer loyalty leaders, more than a third (35%) are tech companies engaged in digital technology, social networks and products. The post 5 Top Customer Service Articles for the Week of September 17, 2018 appeared first on Shep Hyken. 24/7 Wall St.)

Customer Service 207

Customer Service Automotive Metrics Customer Experience 207

Aspect

DECEMBER 27, 2017

What happened in 2017, and what will 2018 bring? My focus is customer service within the enterprise, and both are places where emerging technologies aren’t rushed, but are eventually embraced fully once investment decisions have been made. Apple will dominate messaging in 2018. Let’s have a look. It is still early.

Chatbots 116

Chatbots Contact Center Interactive Voice Response Enterprise 116

ShepHyken

MARCH 26, 2018

However, with advancing technology and decreasing face-to-face encounters, companies are having to find new ways to get customers excited. The post 5 Top Customer Service Articles For the Week of March 26, 2018 appeared first on Shep Hyken. 10 Innovative Ways to Excite Your Customers by Deep Patel. Follow on Twitter: @Hyken.

Airlines 215

Airlines Customer Service Customer Care Best practices 215

Jive

SEPTEMBER 4, 2018

Technology in 2018 is teeming with a wealth of acronyms. At the top of the list are SaaS, BYOD and Hosted VoIP—all of which are setting the benchmark for business communications in 2018. According to Cisco’s Global Cloud Index, 59% of all cloud workflows will be delivered as SaaS by the end of 2018.

voip 52

voip SaaS Technology Benchmark 52

ShepHyken

MAY 21, 2018

QSR) In the fight to win back its brick-and-mortar customers, Starbucks is leveraging technological and experiential methods. The post 5 Top Customer Service Articles For the Week of May 21, 2018 appeared first on Shep Hyken. I have added my comment about each article and would like to hear what you think too. But will it work?

Customer Service 208

Customer Service Customer Experience Technology 208

ShepHyken

SEPTEMBER 3, 2018

It found that despite today’s technology-dependent environment, many consumers still prefer human agents to chatbots for their customer service engagements. The post 5 Top Customer Service Articles for the Week of September 3, 2018 appeared first on Shep Hyken. My Comment: Are chatbots good or bad for customer service?

Customer Service 198

Customer Service Chatbots Consulting Consulting 198

Monet Software

OCTOBER 3, 2018

Monet Workforce Optimization honored for improving customer service technology and customer experience. Los Angeles, October 2 nd , 2018— Monet Software announced today that TMC , a global, integrated media company, has named Monet WFO as a 2018 Contact Center Technology Award winner, presented by CUSTOMER magazine. “We

Contact Center 48

Contact Center Technology Quality management Engineering 48

Strategic Contact

JULY 15, 2018

Our 2018 contact center technology survey shows that some things never change, even in an era of massive change! It had been six years since we reached out to contact center professionals to take stock of their technology views. New technologies. Read More »

Contact Center 48

Contact Center Surveys Technology 48

TechSee

OCTOBER 2, 2018

Field tech support has already begun merging the digital and physical worlds by utilizing immersive technologies – such as augmented reality (AR), mixed reality (MR) or virtual reality (VR) – to manipulate real-life objects. Technical Support in the age of Digital Twins. Here are some sample use cases: Predictive analytics and maintenance.

Technology 176

Technology Customer Support Technical Support Self service 176

ShepHyken

JUNE 17, 2018

MarTech Advisor) As customer expectations evolve and support technology advances, busineses are adapting to the shift. The post 5 Top Customer Service Articles For the Week of June 18, 2018 appeared first on Shep Hyken. How Customer Support Can Adapt to Keep Up with Customer Expectation by Steven Schuler. Follow on Twitter: @Hyken.

Customer Service 209

Customer Service Airlines Customer Support Contact Center 209

Aspect

JANUARY 10, 2018

Here are five suggestions to improve your contact center technology in 2018. There will always be a bigger fish in the pond, but that doesn’t mean you won’t be able to grow your own business in 2018. The post How to Improve Your Contact Center Technology in 2018 appeared first on Aspect Blogs.

Contact Center 48

Contact Center Technology Real estate contact center solutions 48

ShepHyken

JUNE 25, 2018

WHICH-50) Speaking at the Gartner Customer Experience and Technologies Summit in Sydney, Thompson busted three customer experience myths and argued industry leaders are successfully ignoring some of the strategies that have become synonymous with customer experience. Gartner Reveals Three Customer Experience Myths. Follow on Twitter: @Hyken.

Customer Service 213

Customer Service B2B Personalization Enterprise 213

Contact Center Pipeline

OCTOBER 24, 2018

A CCaaS Solutions Provider’s CEO Offers His Thoughts on the 2018 Contact Center Technology Survey Findings As the second line of the 2018 Contact Center Technology Survey special report puts it, “Some things never change.”

Technology 100

Technology Contact Center Surveys Call Center 100

ShepHyken

AUGUST 20, 2018

Forbes) Businesses must now understand customer expectations as they continue to rise as a function of customer relationships with technology. Well, it’s not, but today innovation and technology are at the forefront of creating a better experience for Domino’s customers. How complicated can that be?

Customer Service 174

Customer Service B2B B2C Customer Experience 174

ShepHyken

APRIL 30, 2018

He makes the complicated simple to understand, especially when we are in heavy discussions about AI and other customer service and CX technologies. The post 5 Top Customer Service Articles For the Week of April 30, 2018 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 205

Customer Service Personalization Self service Metrics 205

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. Voice Assistant Technology Is Here to Stay. The winning company will have a head start in promoting their devices and penetrating the smart home technology market. The On-Demand Economy Expands.

Customer Experience 85

Customer Experience Entertainment Technology Accountability 85

TechSee

FEBRUARY 12, 2018

This year’s MWC promises to be a huge event, with 2,300+ exhibitors presenting the latest and greatest in mobile technology to 108,000+ attendees from 208 countries. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. customer exhibitors at MWC 2018: Verto Analytics.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

TechSee

FEBRUARY 12, 2018

This year’s MWC promises to be a huge event, with 2,300+ exhibitors presenting the latest and greatest in mobile technology to 108,000+ attendees from 208 countries. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. customer exhibitors at MWC 2018: Verto Analytics.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

Aspect

JANUARY 10, 2018

There will always be a bigger fish in the pond, but that doesn’t mean you won’t be able to grow your own business in 2018. The post How to Improve Your Contact Center Technology in 2018 appeared first on Aspect Blogs. You simply need the right tools to get the job done.

Contact Center 48

Contact Center Technology Real estate contact center solutions 48

SharpenCX

JUNE 20, 2018

The post Press Release: Sharpen Technologies Wins Gold and Silver in the 2018 Stevie American Business Awards appeared first on Sharpen Contact Center Software.

Technology 52

Technology Contact center software Cloud contact Contact Center 52

ShepHyken

AUGUST 27, 2018

MarTech Advisor) By 2020, digital technologies like AI, biometrics, machine and deep learning and robotic automation will revolutionize the way consumers interact with organizations and brands. The post 5 Top Customer Service Articles for the Week of August 27, 2018 appeared first on Shep Hyken. Tiffany is right!

Customer Service 149

Customer Service Advertising Metrics Customer Experience 149

The Center for Client Retention

NOVEMBER 14, 2017

TCFCR’s 2018 Retail Trends is now available as a FREE eBook, which can easily be downloaded onto your computer or favorite mobile device for easy browsing ability. While 2017 was an interesting year for retail, the interesting aspects of the industry are only going to continue growing by leaps and bounds in 2018.

Technology 74

Technology Customer Experience Customer Service 74