ShepHyken

NOVEMBER 11, 2019

AdAge) The foundation for personalized customer experience starts with identity and rich consumer data. The ability to identify a customer is a powerful opportunity for personalization that, thanks to today’s CX technology, is starting to become more and more common. by Matt Seeley. So, do you know who your customers are?

Customer Service 224

Customer Service Customer centricity B2C B2B 224

ShepHyken

MARCH 3, 2019

This article focuses on home appliances, like TV’s, thermostats, and more, but it will give you insights into how some things we thought were space-aged technology just a few years ago are now reality. The post 5 Top Customer Service Articles for the Week of March 4, 2019 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 236

Customer Service Customer retention Customer Experience Marketing 236

ChurnZero

MAY 10, 2019

Top 10 Customer Success Takeaways from TSW 2019. Earlier this week we had the opportunity to attend and sponsor the TSIA Technology & Services World (TSW) conference in sunny San Diego. This event brought together thousands of technology leaders from Customer Success, Services, Sales, Product and Marketing.

Technology 74

Technology Upselling Enterprise Metrics 74

ShepHyken

APRIL 8, 2019

Easy access, personalization and a consistent experience are just a few ideas shared in this short, but powerful article. More and more, companies are utilizing digital technologies to support their customers. The post 5 Top Customer Service Articles for the Week of April 8, 2019 appeared first on Shep Hyken.

Customer Service 254

Customer Service Government Entertainment Healthcare 254

TechSee

JANUARY 2, 2019

If you’re in the Smart Home or Smart City business, CES 2019 is a must visit. CES 2019 Smart Home Sessions Not to be Missed. Tunable white lighting, indoor air quality sensors, sleep-related technologies, sounds, smells, visuals—these all can have a dramatic impact on wellness, productivity, memory and more. Tuesday, January 8.

Entertainment 174

Entertainment Surveys Technology Education 174

GetFeedback

NOVEMBER 23, 2019

The three key CX takeaways from Dreamforce 2019: Artificial intelligence (AI), personalized experience, and voice technology.

Technology 78

Technology Personalization 78

Fonolo

JANUARY 31, 2019

We open in the year 2019. The goal is simple: To provide customer support executives with the insights they need to meet the expectations of their customers in 2019 (and beyond). The goal is simple: To provide customer support executives with the insights they need to meet the expectations of their customers in 2019 (and beyond).

Customer Service 93

Customer Service Chatbots Interactive Voice Response Banking 93

TechSee

FEBRUARY 19, 2019

As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. This year’s theme, “Intelligent Connectivity,” focuses on highly contextualized and personalized experiences , delivered when and where customers want them. MWC Barcelona 2019 Self-Service Sessions not to be missed. In a nutshell.

Self service 95

Self service Telecommunications Healthcare Analytics 95

Fonolo

DECEMBER 12, 2018

With this in mind, we’ve rounded up the most important and fascinating CX predictions for 2019, and provided our own thoughts on what they mean and how they will impact businesses in future. Read on as we detail five fascinating CX predictions to inform your 2019 CX strategy. The Top Contact Center Trends to Watch in 2019.

Gamification 116

Gamification Airlines Contact Center B2B 116

CSM Magazine

NOVEMBER 19, 2018

Sabio’s Chief Innovation Officer, Stuart Dorman highlights what he sees as the 10 key CX technology trends that will shape successful customer experiences during 2019 and beyond. 10 Key CX Technology Trends for 2019. 10 Key CX Technology Trends for 2019.

Customer Experience 88

Customer Experience Engineering Coaching Education 88

bold360 Blog

DECEMBER 19, 2018

We saw companies, like ours, making the technology much more approachable and as a result, there were some really great real-world successes. So what can we expect for 2019? Here are my thoughts: 2019 and the rise of the AI-enabled personal assistant. Who wouldn’t want a personal assistant available day and night?

Chatbots 78

Chatbots Personalization Technology Customer Experience 78

CrazyCall

JANUARY 11, 2019

Technology becomes cheaper and more accessible to market, automation takes over tedious tasks. Let’s start and talk about sales trends in 2019! Top companies try to be part of this sale trend in 2018 and are going to continue it in 2019. Sales trends change with generations, technology, and products. Sales trend no.

Sales 83

Sales Advertising Marketing Chatbots 83

ShepHyken

DECEMBER 9, 2019

CMO) VP of customer support services talks through its latest customer technology transformation. My Comment: If you have just one customer support person or a huge team, you must have a way to measure success. The post 5 Top Customer Service Articles for the Week of December 9, 2019 appeared first on Shep Hyken.

Airlines 177

Airlines Customer Service Customer centricity Call Center 177

Fonolo

FEBRUARY 28, 2019

So, in 2019, breaking through the noise coming from the competition and providing a static-free customer experience are both increasingly important. If you’re starting to forge your customer experience strategy for 2019, you are not alone. Tuning your Antenna for Personalization. 6 Must Read Customer Experience Trends in 2019.

Customer Experience 83

Customer Experience Customer centricity Surveys Sales 83

TeamSupport

DECEMBER 14, 2018

Once again, for the third year in a row, here are 7 customer service trends to watch in 2019…. 1) B2B self-service will become more interactive – Thanks to an increase in on-demand video content in their personal lives, customers are more frequently asking for the same in the business world. We hope you found these trends valuable!

Customer Service 111

Customer Service Scripts B2B B2C 111

Fonolo

JANUARY 9, 2019

It’s weird how we’re running towards voice when it comes to person-to-device: “Everyone has a smart speaker!” “Voice-first is the future!” ” But we’re running away from voice when it comes to person-to-person: “No wants to make phone calls!” Voice-Powered Technology (VPT).

Contact Center 70

Contact Center Gamification voip Chatbots 70

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

The Center for Client Retention

DECEMBER 4, 2018

Customer Experience trends are bigger and better for 2019. With AI, shopping will be more highly personalized than ever, potentially quashing any lingering doubts that customer service and experience are very different animals. Superfan apps will be a Customer Experience game-changer in 2019. Don’t take your eye off the ball.

Customer Experience 79

Customer Experience Real estate Advertising Airlines 79

Zingtree

JANUARY 16, 2019

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. Technology Choices Will Be Made in Light of the Overall Experience. Organisations Will Realise That Mobile Is the Channel of Choice.

Call Center 79

Call Center Construction Self service Scripts 79

Russel Lolacher

JUNE 5, 2022

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. How knowledge transfer and culture can benefit from communication technology. How to introduce inexperienced staff to new technologies. “It’s

Technology 93

Technology Employee engagement Personalization Customer Support 93

Fonolo

APRIL 3, 2019

Let’s put our hands together and give it up for the 2019 winners of Fonolo’s Customer Experience Excellence Awards! Let’s roll out the carpet and congratulate the 2019 Customer Experience Excellence Award Winners of 2019 (#CXAwards): Reliance Home Comfort. 6 Must-Read Customer Experience Trends in 2019.

Customer Experience 89

Customer Experience Call Center Contact Center Education 89

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Published on: December 11, 2019. Author: Pauline Ashenden - Marketing Manager As the end of the year approaches, now is the perfect time to evaluate how the customer service sector has performed in 2019.

Customer Service 75

Customer Service Self service Best practices Metrics 75

InGenius

DECEMBER 19, 2019

With 2019 coming to a close, Upland Software raised a toast to the team and took a retrospective look at the successes of the past year. Upland made multiple acquisitions in 2019, including the team here at InGenius, giving us a leg up to herald in the new decade for even greater success. Pretty good for 2019!

Contact Center 98

Contact Center Customer centricity Enterprise Finance 98

Fonolo

MARCH 19, 2019

By embracing modern customer service technology as a must-have ‘utility’, these brands can set themselves apart from their competitors. To do so, they have taken advantage of advancements in customer service technology. 6 Must-Read Customer Experience Trends in 2019. Tuning your Antenna for Personalization.

Technology 106

Technology Customer Service Multichannel Healthcare 106

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

Fonolo

NOVEMBER 29, 2018

No, it’s the top contact center trends to watch for in 2019. As always, we keep watch of trends and issues pertinent to contact centers, continuously shifting due to technological advancements; mergers and acquisitions in the SaaS space; the realigning of customer service and experience priorities on the part of brands; and more.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

Fonolo

MARCH 6, 2019

With a membership representing multiple verticals including finance, technology, healthcare, and BPOs, it provides resources for mapping out goals and operations for contact centers. 6 Must-Read Customer Experience Trends in 2019. Tuning your Antenna for Personalization. You can learn about their upcoming events here.

CCNG 102

CCNG Customer Service Education Contact Center 102

Maru Group

JANUARY 8, 2019

As household names like House of Fraser and Marks and Spencer push forward with restructuring plans, we explore four key customer experience trends that will make or break retailing brands in 2019. 2019 is therefore all about bringing people and technology together to positively impact how customers interact with a brand.

Customer Experience 56

Customer Experience Feedback Sales Technology 56

BlueOcean

AUGUST 9, 2021

The adoption rate of new and evolving technologies accelerated at unseen speeds—resulting in 10 years’ worth of change within a mere 10 months. Contact center technologies are certainly in the mix of acceleration. We dug into their sentiments and expectations about the future of five key contact center technologies.

Contact Center 62

Contact Center Technology outsourcing At home agents 62

Fonolo

JANUARY 22, 2019

As noted by Retail Dive , “retailers with large-scale service needs are increasingly turning to various forms of automated technology to support customer service operations.” Bots see success with their seamless integration with a customer’s life, daily interactions with technology, and their favorite brands. Investing in Agents.

Chatbots 93

Chatbots Gamification Contact Center Technology 93

TRUSTID

DECEMBER 23, 2018

With data breaches resulting in more phone fraud across multiple industries, our 2019 Fraud and Customer Authentication Predictions examines the top five fraud and customer authentication trends heading into the new year. 2019 marks the beginning of the end for KBA. In 2019, achieving both will be more important than ever.

Healthcare 54

Healthcare Engineering Call Center Contact Center 54

TechSee

JUNE 11, 2019

Recently, an innovative technology has emerged, transforming contact center operations and customer experience across a wide range of industries: Visual Assistance. The technology is unique because it delivers KPI improvements without cannibalizing others. Customer Service KPIs – The Results. Truck rolls reduced by 19%.

Technology 117

Technology Customer Service Self service Contact Center 117

Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. Here are some of the 2019 trends that can help create an effortless agent experience. Transformative.

Contact Center 75

Contact Center Journey mapping Self service Cloud contact 75

DMG Consulting

JUNE 11, 2019

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. When: Today, 23 May 2019.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

CSM Magazine

DECEMBER 18, 2018

As the year draws to an end, Philip Say, VP of Innovation Product Management at Sutherland Labs makes his CX predictions for 2019. Yet, in parallel, we will start to see more customers become savvy to the understanding that AI is part of life, and adjust their expectations that these technologies will be included in many modern applications.

Customer Experience 79

Customer Experience Chatbots Technology Analytics 79

ShepHyken

SEPTEMBER 10, 2021

Speak to your customers in a conversational and personal tone. Expectation: Customers expect personalization and want companies to understand their unique needs. Personalized customer service is about treating people as individuals. Personalized customer experiences drive up customer loyalty.

Customer Experience 248

Customer Experience Advertising Employee engagement Sales 248

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59