Beyond Philosophy

JANUARY 8, 2018

My concerns only grow as we roll into 2018. The post Troublesome Trends & Predictions for 2018 appeared first on. However, for a while now, I have been writing about the decline and dilution of the discipline of Customer Experience. I can sum it up with two examples. Example #1: Relabeling Rather Than Revamping. BigIdeas2018.

Customer Experience 125

Customer Experience Customer Expectations 125

eglobalis

DECEMBER 4, 2018

Best Customer Experience Books of 2018 and What to Look Out for in 2019. The post Best Customer Experience Books of 2018 and What to Look Out for in 2019 appeared first on Eglobalis.

Customer Experience 127

Customer Experience Customer Relationship CX Technology 127

Fonolo

JANUARY 15, 2019

In an industry driven by customer gratification, learning the difference between customer service vs. customer care vs. customer satisfaction became quintessential in 2018. However, 2018 brought the importance of customer experience management into the spotlight. 2018 saw breakthrough developments in AI.

Contact Center 80

Contact Center Artificial Intelligence Omnichannel AI 80

Callminer

NOVEMBER 12, 2018

Each year we love to recognize our customers and allow them to share their speech analytics journey with the rest of our CallMiner users.

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207

Fonolo

DECEMBER 11, 2018

For 2018, Verizon has been named the worst company to call, based on hold-time complaints from callers. While the airline has dropped out of the number one spot in 2018, it still takes a prominent third spot on the annual list as a hold-time offender. So, here’s a good question: Did your company make the list? Virgin Media.

Social Media 100

Social Media Contact Center Artificial Intelligence Retail 100

Intercom, Inc.

JANUARY 3, 2019

And operations, like design ops, is really cool in 2018 – as is research ops and product management ops, which will be coming next year. Was this a substantial investment for us in 2018? Today @intercom we launched part 3 of such a strategy: — Paul Adams (@Padday) August 8, 2018. Des: And VP of Product Ops. Emmet: Exactly.

Engineering 144

Engineering Start-ups Sales Sports 144

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? 2018 will be the year of CX and AI.? How to overcome those challenges?

CX 141

CX Customer Experience Artificial Intelligence Omnichannel 141

Fonolo

JUNE 14, 2018

2018 is game time. In 2018, becoming a winning company with a devoted fan base is no easy feat. Put your hands firmly on the controls and press ‘Start’ on the top CX trends you need to be watching in 2018. CX Trends You Need to Watch in 2018. It’s time to look at your customers as teammates rather than as opponents.

CX 90

CX Gaming Artificial Intelligence Social Media 90

DMG Consulting

FEBRUARY 7, 2018

2018 Enterprise Service Goals . In December 2017 and January 2018, participants were asked to identify and select their top servicing objectives from a list of 33 choices, and were also invited to write in additional goals. Top 10 for 2018. Figure 1: Top 10 Enterprise Servicing Goals for 2018. Improving productivity.

Net Promoter Score 48

Net Promoter Score Customer Journey Map Contact Center Artificial Intelligence 48

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. To help you sort through the noise and focus your strategy, we’ve compiled a list of some of the top trends from 2018 that your team should get a jump on. Building a Company Culture of Customer Success.

NPS 74

NPS Finance Technology Technology 74

The DiJulius Group

JANUARY 9, 2019

The results are in, and here are readers’ favorite articles of 2018 ranked by popularity. The post Top Customer E- Service Articles Of 2018 appeared first on The DiJulius Group. I recommend printing and reading any you missed, and sharing (link to share) this list with your team. Read Full Article.

Customer Service 59

Customer Service 59

Kerry Bodine

JANUARY 11, 2019

As part of that effort, I recently took a look back at our most popular posts of 2018 — and I wanted to share them with you here. So it’s no big surprise that our post on how to use said template is also our top blog post of 2018. The post Our Top 10 Customer Experience Posts of 2018 appeared first on Kerry Bodine.

Customer Experience 76

Customer Experience Customer Journey Map Touchpoint Start-ups 76

Totango

NOVEMBER 22, 2017

Customer Success Summit 2018 will not only cover the basics – best practices for onboarding, creating a robust customer health model, and implementing the right playbooks – but also delve into advanced learning and new technologies to enable a more effective and mature customer centric organization.

Machine Learning 84

Machine Learning Customer-Centric Organization Innovation AI 84

Fonolo

MAY 10, 2018

In 2018, companies, platforms, and users alike are keeping an even closer eye on privacy and, importantly, verified, trusted, and accurate content. It’s happening: We’re collectively witnessing a “Frankenstein moment” on social media, and within the Internet in general.

Customer Experience 113

Customer Experience Contact Center Innovation Omnichannel 113

Confirmit

JANUARY 2, 2019

For an industry that’s been growing and evolving for years now, I think it’s fair to say that 2018 was the year when the world of Customer Experience was really recognized as a game-changer. 2018 seemed to hit another level. Yes, that’s an over-simplification, but bear with me.

CX 64

CX Voice of the Employee Gaming Voice of the Customer 64

C3Centricity

DECEMBER 31, 2018

Top 10 Marketing Infographics to Smash 2018 (Inspiration for the Visual World). When I look back at these top ten posts I am proud that most of them are from 2018. The post Top 10 Posts on Brand Building Strategies of 2018 appeared first on c3centricity. These are the most shared marketing infographics of 2017.

Customer Journey Map 83

Customer Journey Map Customer Satisfaction Start-ups Innovation 83

eglobalis

FEBRUARY 26, 2018

Top 30 Customer Experience New Books, I Read in 2017 and 2018 Expected Books. The post 30 Top Customer Experience New Books I read in 2017 & Expected Books for 2018, Which I Highly Recommend! appeared first on Eglobalis.

Customer Experience 98

Customer Experience Innovation CX Technology 98

Fonolo

MAY 31, 2018

In 2018, businesses will be able to quickly address customers using more advanced live chat capabilities. This is why it should be of no surprise that, in 2018, voice is said to be one of the most urgent channel-oriented investment priorities for customer service. 10 Trends That Will Disrupt Customer Service in 2018.

Social Media 86

Social Media Customer Service Net Promoter Score Customer Satisfaction 86

Taylor Reach Group

APRIL 25, 2018

With that, here are some of the events taking place in May 2018 (in chronological order) with direct links to each event: CX 18 - May 1-4, Nashville, TN. ODSC East 2018 is one of the largest applied data science conferences in the world. The 2018 SCIP International Conference will center on Next Generation Intelligence.

Contact Center 62

Contact Center Customer Experience Artificial Intelligence Government 62

DMG Consulting

SEPTEMBER 26, 2018

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report. When: Today, 26 September 2018. DMG predicts that the contact center speech analytics market will grow by 11% in 2018, 10% in 2019, 10% in 2020, 10% in 2021, and 9% in 2022. AI-enabled solutions fueling interest and accelerating sales.

Contact Center 48

Contact Center Machine Learning Artificial Intelligence Text Analytics 48

DMG Consulting

MAY 7, 2018

DMG Consulting Releases 2018 Knowledge Management Product and Market Report. What: Releases 2018 Knowledge Management Product and Market Report. What: Releases 2018 Knowledge Management Product and Market Report. When: Today, 12 March 2018. The KM market has come alive in 2018.

Artificial Intelligence 48

Artificial Intelligence Contact Center Text Analytics AI 48

Help Scout

AUGUST 22, 2023

Release Notes is an ongoing series that highlights recent product improvements we’ve made so you can easily stay up to date on what’s new. Read the full article

52

52

DMG Consulting

AUGUST 3, 2018

DMG Consulting Releases 2018 Robotic Process Automation Product and Market Report. What: Releases 2018 Robotic Process Automation Product and Market Report. What: Releases 2018 Robotic Process Automation Product and Market Report. When: Today, 1 August 2018. Redwood Software is covered at a higher level.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Innovation 48

DMG Consulting

AUGUST 9, 2018

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. What: Releases 2018 Intelligent Virtual Agent Product and Market Report. What: Releases 2018 Intelligent Virtual Agent Product and Market Report. When: Today, 8 August 2018. Where: Available at the DMG Consulting online store.

Text Analytics 48

Text Analytics Contact Center Predictive Analytics Machine Learning 48

Kerry Bodine

MARCH 18, 2018

As head of the jury for the Service Design Awards, I’m proud to stand behind the outstanding and inspirational 2017 winners, and I look forward to welcoming our 2018 submissions. So if you’re a student, designer, or professional doing great service design work, don’t miss the opportunity to gain international recognition by entering in 2018.

Customer Experience 48

Customer Experience 48

iQor

MAY 30, 2018

Exciting week of celebrations highlighting iQorian Values Week 2018.

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64

Taylor Reach Group

JUNE 27, 2018

With that, here are some of the events taking place in July 2018 (in chronological order) with direct links to each event: Enterprise World 2018: July 10-12, Toronto, ON. OpenText Enterprise World 2018 is the world’s largest information conference.

Contact Center 48

Contact Center Customer Experience Innovation CX 48

DMG Consulting

MAY 25, 2018

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report. When: Today, 23 May 2018. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2018 Knowledge Management Product and Market Report.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics AI 48

DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. What: Releases 2018 – 2019 Workforce Management Product and Market Report. What: Releases 2018 – 2019 Workforce Management Product and Market Report. When: Today, 12 March 2018.

Contact Center 48

Contact Center Text Analytics Innovation Technology 48

Kerry Bodine

NOVEMBER 22, 2017

We’ve been getting multiple requests over the past few weeks about our 2018 journey mapping workshop schedule. So without further ado… We hope you’ll join us in one of these fun locations next year for our signature two-day workshop! February 27 & 28 in San Francisco. May 16 & 17 in Chicago. September 12 & 13 in Boston.

Customer Journey Map 48

Customer Journey Map Customer Experience 48

Allen Speaks

DECEMBER 19, 2017

The five steps below are critical for review of 2017 and planning for future success in 2018: 1. For 2018 what is your strategy for gauging customer satisfaction by listening to and monitoring your customer voice? Have a plan for customer service training on customer conflict response and proactive conflict avoidance in 2018.

Customer Service 52

Customer Service Customer Loyalty Customer Satisfaction Technology 52

Provide Support

JANUARY 7, 2019

Provide Support Live Chat 2018 Success Story. 2018 year was very productive and rich for new features in Provide Support. The post Provide Support Live Chat Achievements in 2018 appeared first on Live Chat, Customer Service Blog | Provide Support. The following features are available with new embedded chat window: (.).

Customer Service 40

Customer Service Customer Experience 40

DMG Consulting

JANUARY 17, 2018

DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report. What: Releases 2017 – 2018 Workforce Optimization Product and Market Report. What: Releases 2017 – 2018 Workforce Optimization Product and Market Report. When: Today, 3 January 2018.

Contact Center 48

Contact Center Non-Profits Artificial Intelligence Text Analytics 48

Totango

JANUARY 22, 2018

Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. Customer Success Summit brings together the best and brightest minds in Customer Success.

Management Consulting 76

Management Consulting Gaming Education Customer Loyalty 76

Taylor Reach Group

NOVEMBER 17, 2017

With 2018 around the corner, it’s a great time to discuss current and anticipated trends. Recently I was asked to contribute to an expert round-up on the top customer support trends to look for in 2018. 1) Omnichannel I think that 2018 will be the year the Omnichannel becomes a reality for many customer support centers.

Omnichannel 63

Omnichannel Contact Center Government CRM 63

Taylor Reach Group

MARCH 26, 2018

With that, here are some of the events taking place in April 2018 (in chronological order) with direct links to each event: Ecommerce Operations Summit April 3 – 5, Columbus, OH. Smart Customer Service 2018 April 9 – 11, Washington, DC. CRM Evolution 2018 – Conference and Expo April 9 – 11, Washington, DC. This is it.

Contact Center 51

Contact Center Artificial Intelligence Customer Experience CEM 51

Fonolo

JULY 9, 2018

Put your hands together and give it up for the 2018 winners of Fonolo’s Customer Experience Excellence Awards! With Fonolo’s pivotal cloud-based call-back technology, the 2018 recipients have gone above and beyond in eliminating hold time while giving precious time back to their customers. It’s that special time of year.

Customer Experience 52

Customer Experience Contact Center Technology Technology 52