Kerry Bodine

JUNE 7, 2017

In addition to the lovely award pictured above, there are multiple benefits of winning: Winners will have the opportunity to share their work with over 650 professionals from the industry during the Service Design Award Ceremony at the 10th Service Design Global Conference in November 2017.

0

0

Fonolo

DECEMBER 6, 2017

At the end of every year, we analyze data collected by onholdwith.com to expose the worst hold time offenders for the year, and today, we’re ready to reveal the results compiled from 2017. So, who was the worst company to call in 2017? This year, Apple has been dethroned (although the company still remains on the worst offenders list).

Contact Center 0

Contact Center Social Media Customer Satisfaction Retail 0

Customer Bliss

JANUARY 5, 2017

The first one, from Forbes , is called “Five Bold Expert Predictions For 2017.” Geofencing has become essential to most mobile and experience-driven marketers over the last few years ; that will only continue in 2017. But these are a couple of 2017 predictions. ” (I am not among these experts, no.)

CX 94

CX Omnichannel Retail AI 94

Beyond Philosophy

JANUARY 16, 2017

Help make 2017 a great year for your customers too. The post Ensure 2017 Is YOUR Year: 3 critical things to avoid! Moreover, that inbox will empty, almost as fast as the rum drink in your glass was just a few days ago! What mistakes would you add to the list? Let us know in the comments below. appeared first on.

Customer Experience 141

Customer Experience 141

Kerry Bodine

JANUARY 23, 2017

If so many people are already on board with journey mapping, why will 2017 will be the year of the journey? But I believe that journey management roles will become a mainstay of customer experience teams in 2017. In short, excitement for journey maps has reached fever pitch. Because it’s not about the maps.

Outlook 76

Outlook Touchpoint Start-ups Voice of the Customer 76

Customer Bliss

DECEMBER 1, 2016

I know most of you have already started 2017 strategy planning (or finished it), but I wanted to put together a bunch of customer experience improvement program assets in one place. You can clip and save this post to review during the holidays and get ready for 2017. Here we are, finally, at the last month of the year. Happy December!

Customer Experience 73

Customer Experience Business Growth Start-ups B2B 73

Beyond Philosophy

FEBRUARY 6, 2017

The post The Happiest Way to Spend Your Money in 2017 appeared first on. Colin is an international author of five bestselling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Artificial Intelligence 135

Artificial Intelligence Retail Social Media Start-ups 135

Customer Service Life

MARCH 24, 2018

So what did I do to come up with three lessons for 2017? In 2017, I finally openly discussed my feelings with other contact center professionals — 14 of them to be exact. So those are my three lessons from 2017. The post The Top 3 Lessons I Learned in 2017 appeared first on Customer Service Life. Here they are.

Contact Center 60

Contact Center Artificial Intelligence Machine Learning Start-ups 60

Callminer

FEBRUARY 6, 2017

Companies that deliver superior customer experience beat the competition by retaining customers, growing their bottom line, and reaping the benefits of satisfied customers.

Customer Experience 182

Customer Experience 182

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

Customer Service Life

JANUARY 7, 2018

The post Jenny and Jeremy Are 2017 ICMI Thought Leaders appeared first on Customer Service Life. Finally, be sure to read through the full list of those who were honored and take the time to follow them on Twitter. You won’t be disappointed.

Contact Center 84

Contact Center Customer Service Customer Experience 84

Customer Service Life

MAY 31, 2017

Jenny and I had the privilege and honor of presenting at the 2017 ICMI Contact Center Conference last week in Orlando, Florida. The post Breaking the Ice Episode #13: What We Shared at the 2017 ICMI Conference appeared first on Customer Service Life.

Contact Center 90

Contact Center Customer Service Customer Experience 90

Customer Service Life

JUNE 26, 2017

This article was originally published on the FCR blog on June 9, 2017. I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. The post Recapping the 2017 ICMI Contact Center Conference appeared first on Customer Service Life. Click here to read the original. Were you at the conference?

Contact Center 68

Contact Center Artificial Intelligence Entertainment Customer Service 68

DMG Consulting

MARCH 15, 2017

Top Ten Contact Center and Servicing Goals for 2017. In November and December 2016, DMG conducted a worldwide survey of contact center and enterprise servicing goals for 2017. The top ten contact center and enterprise servicing goals for 2017, in order of priority, are: Deliver an outstanding customer experience (60.8

Contact Center 48

Contact Center Customer Retention Start-ups Customer Experience 48

Customer Bliss

JANUARY 3, 2017

Today is the first day of office work in 2017 for many people. It’s a long way from now until the end of 2017, and so much potential is in front of you. So what are your goals in 2017? While I know some of you worked on 1/2, it was technically a federal holiday.) You’ll arrive at your desk/office/cubicle/etc.

Technology 73

Technology Technology Customer Experience 73

Fonolo

OCTOBER 17, 2017

On Thursday, November 2nd, 2017 at Pearson Convention Centre in Brampton, Ontario, GTACC will bring together call center professionals from across the country.

Contact Center 57

Contact Center NPS Customer Satisfaction Customer Feedback 57

DMG Consulting

NOVEMBER 1, 2017

DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report. What: Releases 2017 Workforce Optimization Mid-Year Market Share Report. What: Releases 2017 Workforce Optimization Mid-Year Market Share Report. When: Today, 1 November 2017. million between the first half of 2016 and 2017.

Contact Center 48

Contact Center Text Analytics Technology Technology 48

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. New architectures and intelligent automation position WFO sector to suceed. To order your copy of the Report, visit www.dmgconsult.com.

Contact Center 48

Contact Center Non-Profits Artificial Intelligence Text Analytics 48

DMG Consulting

OCTOBER 18, 2017

DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report. 10/18/2017. When: Today, 18 October 2017. DMG predicts that the contact center speech analytics market will grow by 12% in 2017, 11% in 2018, 10% in 2019, 10% in 2020, and 10% in 2021. Mature sector with substantial opportunity.

Text Analytics 48

Text Analytics Contact Center Artificial Intelligence Structured Data 48

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. 11/30/2017. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. When: Today, 30 November 2017.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Machine Learning 48

Help Scout

AUGUST 22, 2023

The steps Help Scout has taken to climb out of diversity debt, and the goals we’re setting to reflect a more representative balance across multiple axes of diversity Read the full article

40

40

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Machine Learning 48

Myra Golden Media

JANUARY 2, 2018

As a Happy New Year gift to you, I’m sharing four of my favorite books from 2017. I’d love to hear some of your favorite books from 2017, or to just hear about what you’re reading right now. In fact, I had to slip a bookmark in my current read just to write this post for you. Share with me some great reads!

Customer Service 48

Customer Service Customer Experience 48

DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. What: Releases 2017 Intelligent Virtual Agent Product and Market Report. When: Today, 19 July 2017. The 2017 Intelligent Virtual Agent Product and Market Report is the only in-depth analysis of these emerging solutions.

Artificial Intelligence 48

Artificial Intelligence Contact Center Text Analytics Machine Learning 48

DMG Consulting

JUNE 7, 2017

DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report. When: Today, 7 June 2017. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store.

Contact Center 48

Contact Center Text Analytics Retail CRM 48

DMG Consulting

MAY 8, 2017

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. What: Releases 2017 Contact Center Gamification Product and Market Report. When: Today, 10 May 2017. DMG expects the number of gamification seats to grow by 30% in 2017 and 2018, 35% in 2019 and 2020, and 33% in 2021.

Contact Center 48

Contact Center Text Analytics Innovation Customer Relationship Management 48

Customer Bliss

DECEMBER 28, 2017

What will CX Look Like in 2017? Chatbots, geofencing, improved goal alignment, and omnichannel CX were hot topics for 2017, and I must say, it looks like these will continue to be a growing interest in 2018—especially chatbots. Click To Tweet.

Customer Experience 56

Customer Experience Social Media CX Omnichannel 56

Kerry Bodine

DECEMBER 16, 2016

Join us for a hands-on customer journey mapping workshop in 2017! I’m thrilled to announce our 2017 lineup of open enrollment journey mapping workshops: February 21 & 22 in San Diego. May 9 & 10 in Chicago. August 16 & 17 in San Francisco. Save the date: October 3 & 4 in Boston.

Customer Journey Map 48

Customer Journey Map Start-ups Customer Experience 48

DMG Consulting

MARCH 31, 2017

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. What: Releases 2017 Contact Center Workforce Management Product and Market Report. When: Today, 21 March 2017. DMG expects the WFM market to grow by 8% in 2017 and 2018, and by 9% in 2019, 2020 and 2021.

Contact Center 48

Contact Center Text Analytics Innovation Start-ups 48

Taylor Reach Group

AUGUST 29, 2017

With that, here are some of the events taking place in September, 2017 (in chronological order) with direct links to each event: Contact Center for Utilities Operational Excellence Conference – 5th annual – September 12 -14. PACE Washington Summit – 2017 – September 17-19. QACT Annual Conference – 2017 – September 19 – 21.

Contact Center 48

Contact Center Customer Experience CEM Compliance 48

Kerry Bodine

JANUARY 17, 2017

I’m thrilled to announce the publication of our latest FREE eBook: The 2017 Customer Experience Outlook. My friends at Doberman and I recently reached out to our favorite customer experience authors, designers, and industry leaders shares to see what they’ve been thinking about at the beginning of 2017. To communicate honestly.

Outlook 38

Outlook Customer Experience 38

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Machine Learning 48

Confirmit

SEPTEMBER 27, 2017

The case studies featured in our 2017 ACE Award Winners' Showcase demonstrate how the Voice of the Customer has the power to drive an organization forward, delivering positive customer experiences, changing business culture, and generating significant Return on Investment.

Hospitality 40

Hospitality Hospitality VOC Voice of the Employee 40

Confirmit

SEPTEMBER 27, 2017

The case studies featured in our 2017 ACE Award Winners' Showcase demonstrate how the Voice of the Customer has the power to drive an organization forward, delivering positive customer experiences, changing business culture, and generating significant Return on Investment.

Hospitality 40

Hospitality Hospitality VOC Voice of the Employee 40

ClientSuccess

JULY 31, 2017

We’re excited to announce that we were awarded the SIIA 2017 CODiE Award for Best Customer Success Management Solution. 2017 Best Customer Success Management Solution. SIIA’s 2017 Business Technology CODiE Award winners are some of the most innovative products impacting businesses across the world. “We

Innovation 40

Innovation Technology Technology 40

Uniphore

MARCH 28, 2017

Customer service trends are today driven by the need to meet consumer expectations. However, the evolution of technological innovation together with the shift in the demographics of consumers has led to quickly changing expectations.

Customer Service 113

Customer Service Innovation Technology Technology 113

Callminer

SEPTEMBER 12, 2017

Call center statistics cover a variety of other areas including technological change, changes in consumer attitudes, and competitive considerations.

Technology 207

Technology Technology 207