Top Themes from Think 2019

Peter Lavers

What were the key themes coming out of my coverage of February’s IBM’s showcase global conference Think 2019 in San Francisco? I was delighted to be invited by IBM Watson to Think 2019 in my role as an IBM Futurist.

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Five Ways to Keep Your CX Program Alive and Well in 2019

Beyond Philosophy

The post Five Ways to Keep Your CX Program Alive and Well in 2019 appeared first on. Customer Experience is having some growing pains. There are a lot of reasons for it, which I have shared before.

The BIG Dangers For ‘Customer Experience’ in 2019 – Expert Debate

Beyond Philosophy

We also share recommendations about what all Customer Experience champions should focus on to solve the problems of the industry in 2019. The post The BIG Dangers For ‘Customer Experience’ in 2019 – Expert Debate appeared first on. The Customer Experience Industry is suffering from a lack of results. Or perhaps it might be more accurate to say, it is suffering from a lack of proof about the results Customer Experience strategy is getting.

The BIG Dangers For ‘Customer Experience’ in 2019 – Expert Debate

Beyond Philosophy

We also share recommendations about what all Customer Experience champions should focus on to solve the problems of the industry in 2019. The post The BIG Dangers For ‘Customer Experience’ in 2019 – Expert Debate appeared first on. The Customer Experience Industry is suffering from a lack of results. Or perhaps it might be more accurate to say, it is suffering from a lack of proof about the results Customer Experience strategy is getting.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

The top priorities for customer experience leaders in 2019. North America - February 20, 2019, 11 AM PT / 2 PM ET. Latin America - February 20, 2019, 1 PM CDT / 3 PM BRT. Europe - February 21, 2019, 2 PM BST / 3 PM CEST.

How to Prepare for 5 Customer Service Trends in 2019

Contact Center Pipeline

As organizations plan for success in 2019, emerging trends will influence how customer service is delivered. The evolving landscape will drive changes in how customer service representatives are utilized, trained and even compensated.

What does customer service mean to you in 2019?

HelpCrunch

If you try and google something like ‘customer service in 2019’ or ‘predictions for customer support’, you’ll already find a bunch of articles. The post What does customer service mean to you in 2019?

Contact Center Pipeline Magazine: Inside Our February 2019 Issue

Contact Center Pipeline

Download the Full IssueContact Center Pipeline February 2019 To download […]. Please take a few moments and see what our February issue has to offer.

Business Process Outsourcing: What to expect in 2019

OctopusTech

Predictions for 2019. This trend will continue well in 2019 as well. in their supplying countries, a trend which will go well in 2019. In 2019 too, many more organizations are expected to adjust their policies so as to avoid losing business to more trustworthy organizations.

7 Big Call Center Predictions for 2019

Zingtree

In a recent Call Centre Helper article , their panel of experts has published their call center predictions for 2019, ultimately defining how they believe the industry will evolve this year. Business Call Centers Call Center Predictions for 2019 call center trends call center trends 2019

Study: The Health of the Contact Center

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the.

3 vital B2B findings from Dimension Data’s 2019 CX Report

Peter Lavers

Three key subjects from Dimension Data’s 2019 Global Customer Experience Benchmarking Report that are vital for every B2B company to take a long, hard look at itself about.

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Highlights from the 2019 Challenges and Priorities Survey

Contact Center Pipeline

With nearly 300 participants, Strategic Contact and Contact Center Pipeline proudly report the findings from our fourth annual Challenges and Priorities Survey. Here are a few highlights to whet your appetite.

Connect with Revation at HIMSS 2019

Revation Systems

The post Connect with Revation at HIMSS 2019 appeared first on Revation Systems. News Digital Transformation future of healthcare health IT healthcare innovation HIMSS 2019Looking to stay ahead of the game in healthcare technology as it rapidly evolves?

Trends Shaping the Future of Customer Experience In 2019

Dialer 360

Customer experience trends in 2019 always crucial for the industry. The study about CX trends 2019, build the industry of future. Customer experience ideas are enormous and best for 2019. It will make and navigating customer experience with more challenging 2019.

The Health of the Contact Center: Are You Ready for 2019?

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the.

Is CX Dying? 7 Ways to Save Customer Experience at Your Organization

Beyond Philosophy

I am concerned. I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening.

NobelBiz® is giving away FREE event passes to PACE Atlanta 2019

NobelBiz

Want a FREE PASS to 2019 PACE Atlanta? NobelBiz® is providing those that submit a meeting request form to discuss our Contact Center Solutions at the 2019 PACE Atlanta event a FREE pass.

14 best customer service tools for a small business in 2019

HelpCrunch

The post 14 best customer service tools for a small business in 2019 appeared first on HelpCrunch blog. If you have a small business, your perfect customer service tool is somewhere in the borderland between functionality and pricing.

Contact Center Terminology 2019 That You Need To Know

Dialer 360

2019 Terminologies For Call Centers. The post Contact Center Terminology 2019 That You Need To Know appeared first on Dialer360. Call Center Contact Center Terminology 2019A contact center in general term for any place or location where calls are made and received.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

5 Contact Center Tech Upgrades to Consider in 2019

Customer Service Life

There are five such areas where I see significant gains for your contact center by upgrading in 2019 if you haven’t already. To conclude, it’s been a good year of product demos and I expect the same in 2019.

Contact Center Pipeline Magazine: Inside Our January 2019 Issue

Contact Center Pipeline

Happy 2019! I hope the New Year brings much happiness and peace to you. Please take advantage of our Subscription Offer (12 months for Free!). What a fabulous January issue!

Are You Making THIS Mistake with Theory in Your CX Strategy?

Beyond Philosophy

If you enjoyed this post, you might be interested in the following blogs and podcasts: FIVE WAYS TO KEEP YOUR CX PROGRAM ALIVE AND WELL IN 2019. THE BIG DANGERS FOR ‘CUSTOMER EXPERIENCE’ IN 2019 – EXPERT DEBATE. A psychology theory is all very well and good.

5 Top Customer Service Articles for the Week of February 18, 2019

ShepHyken

Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. 3 Customer Loyalty Trends for 2019 by SmarterCX Team. And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence (AI) for the overall business is a red hot. topic in C-suites, AI for customer engagement is white hot. wonder professionals, who had removed AI from their resumes, are. scrambling to add it back in! As a pioneer in AI for contact center customer service and customer.

Things We Could Use More of in 2019

Toister Performance Solutions

The original title of this post was, "Things I Can Do Without in 2019." What can you do to add humanity to your service in 2019? There's a chance you've set some pretty big customer service goals for 2019.

4 Vital Concepts of Behavioral Economics Every CX Manager Should Know

Beyond Philosophy

Your customers are people and people’s behavior is complicated, especially as customers. Many psychological theories exist to help explain why people do what they do, and when those theories apply to how people behave as customers, they are called Behavioral Economics.

Contact Center Challenges & Priorities for 2019

Contact Center Pipeline

I hope you are as excited as I am to dive into the results from our fourth annual survey, with nearly 300 participants sharing their top three challenges and priorities. We maintain our list of options with minor tweaks based on market and industry evolution, as well as past input, so we can look at […]. Survey Results call center contact center industry research

Relay Release Notes: February 2019

Relay Blog

The post Relay Release Notes: February 2019 appeared first on Relay. Release date: 02/07/19 at 10pm PST. This month, we revamped our Knowledge Base for a. Product product relay Release Notes

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Artificial Intelligence and the Customer Experience

AI+CXArtificial Intelligence and the Customer ExperienceHow comfortable are consumers interacting with AI for customer service? AI AIAI AI AI Artificial Intelligence: Helpful or Harmful for CX? There’s no denying that artificial intelligence (AI) is popping. up everywhere in consumers’ daily lives.

Hiring Trends That Will Shape 2019

Branch Mesenger

Here’s when to expect each of our following articles in the 2019 Trends series: Thursday, January 10 -- Hiring Trends. The world of work is changing very quickly.

5 Top Customer Service Articles for the Week of January 28, 2019

ShepHyken

The State of Bots in 2019: Successes and Failures by Astrid Monge. Second, because it links to Fonolo’s free report, “The Top Contact Center Trends to Watch in 2019.” Each week I read a number of customer service and customer experience articles from various resources.

Customer Experience ROI: How You Prove You Understand Customer Experience Strategy

Beyond Philosophy

Customer Experience as an industry is at a crossroads. As I have written before , the results that we should be seeing are not there. It’s time to put up or shut up. If we as an industry do not turn it around, we might see our budgets and headcounts reassigned somewhere else.

Customer Service Predictions for 2019

Monet Software

And it’s a prediction that always comes true, and will do so again in 2019. The post Customer Service Predictions for 2019 appeared first on Monet Software.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbot 3 Important. Things a Chatbot. Can’t Do. But an IVA Can) Does not. compute. Chatbot As brands continue to focus on improving the customer. experience, incorporating automation into customer. interactions is becoming more and more important.

Tech Trends 2019

Concentrix

The post Tech Trends 2019 appeared first on Concentrix. Take a look at the tech trends that will impact your business this year. Thought Leadership Resources

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How To Measure Authentic Customer Emotions In Real Time

Beyond Philosophy

There is a big challenge when measuring customer emotions as you are asking customers how they felt in an experience, as this is done retrospectively, a while after they had the experience.

What Do The Financial Times, ROI, and CX Have In Common?

Beyond Philosophy

FIVE WAYS TO KEEP YOUR CX PROGRAM ALIVE AND WELL IN 2019. My company, Beyond Philosophy was named as one of the Best Management Consultancy firms in the UK by the Financial Times. I was surprised and honored. Getting recognized from the outside feels fantastic.

Stay connected – treffen wir uns der CCW 2019 in Berlin?

Aspect

The post Stay connected – treffen wir uns der CCW 2019 in Berlin? Customer Care Customer Experience Deutsch CCW 2019Unter dem Motto „Stay connected“ dreht sich vom 19. bis zum 21. Februar im Berliner Estrel Congress Center wieder alles um den innovativen Kundendialog.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

IDC estimating enterprises will spend in excess of $2 trillion in 2019 on. New Study Reveals Reliance on Too Few. Data Sources; Organizations Likely Missing. Opportunities to Meet the Real Needs of.