Logicalware

JANUARY 25, 2022

Tech analysts have announced their top technology trends to watch in 2022. Analysts say this year will be all about digital-first customer experiences, with virtual assistants and video exploding onto the CX scene. Cloud technology. So why is cloud still a technology trend in 2022? Your people. Total Experience.

Technology 98

Technology Technology Customer Service Artificial Intelligence 98

PeopleMetrics

DECEMBER 17, 2020

Planning for Customer Experience (CX) in 2021. What can you do NOW to get your CX program ready for 2021. What are the key touchpoints you must measure in 2021? How has COVID-19 changed the way we measure customer experience (CX)? Discover our award-winning Customer Experience (CX) blog: [link].

CX 62

CX Customer Experience Touchpoint Innovation 62

eglobalis

NOVEMBER 22, 2021

Best New Customer Experience and Design Books – 2021 List best employee experience and design books. The post Best New Customer Experience and Design Books – 2021 List appeared first on Eglobalis.

Customer Experience 161

Customer Experience Customer Relationship Innovation CX 161

CommBox

JULY 4, 2021

The past few months have caused many business practices to change at a rapid pace, with some of the most noticeable changes occurring in their support and customer experience (CX). In times of massive change such as this, brands need to keep abreast of the latest developments in digital customer communication technologies to survive.

Artificial Intelligence 98

Artificial Intelligence Start-ups Customer Feedback Innovation 98

eglobalis

NOVEMBER 14, 2020

Best Customer experience and Employee Experience experience Design Books of 2020 2021 List. The post Best Customer & Employee Experience Design Books 2020 2021 List appeared first on Eglobalis.

Customer Experience 170

Customer Experience Customer Relationship CX Customer Loyalty 170

Zendesk

MARCH 12, 2021

Being digital-first and, in many cases, digital-only meant companies had to rapidly acquire new technologies to reach customers and connect remote teams. 50% of SMB leaders say the pandemic sped up technology adoption. Luckily, many anticipate having more budget flexibility in 2021. We created this report to help guide the way.

CX 52

CX Customer Expectations Technology Technology 52

Fonolo

FEBRUARY 16, 2021

Contact center technology has come a long way since its early years as a jury-rigged air traffic control system. The pandemic has hastened many call center trends and compounded technological developments. Contact Center Trends 2021. The Full List of Contact Center Technology. Voice-to-Text. Watch this space!

Technology 134

Technology Technology Contact Center Sentiment Analysis 134

Uniphore

JANUARY 21, 2022

In other words, better CX can improve patient retention. For healthcare CX providers considering implementing conversational automation, prioritizing your goals and use cases is an essential first step. Source: HealthPayerIntelligence, September 2021. That’s a serious improvement. Want to learn more? Download the Article.

Healthcare 147

Healthcare Net Promoter Score CX Artificial Intelligence 147

Logicalware

DECEMBER 21, 2021

In his End of Year Message, Puzzel CEO Frederic Laziou reflects on how 2021 redefined customer engagement. As 2021 draws to a close, I want to take this opportunity to thank our customers, employees, and partners for a remarkable year. In 2021, we worked extremely hard to deliver new products and more value to our customers.

AI 98

AI Technology Technology Innovation 98

Uniphore

JANUARY 21, 2022

In the wake of the global pandemic, customer experience (CX) has risen to new prominence as more patients and members are interacting with healthcare service providers remotely. Healthcare CX, it seems, is as complicated and convoluted as healthcare compliance. Advanced technology is making change possible.

Compliance 147

Compliance Healthcare AI Artificial Intelligence 147

Customer Think

JULY 21, 2021

Businesses now realize the need for a customer-centric approach to transforming their customer experience (CX). According to the Zendesk Customer Experience Trends Report 2021, 75 percent of company leaders agreed that the global pandemic accelerated the acquisition of new technologies to get customer-centricity right.

CX Transformation 141

CX Transformation CX AI Technology 141

Execs In The Know

NOVEMBER 30, 2021

In October, Execs In The Know held its Fall 2021 Customer Response Summit (CRS) event featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations. Dan Allen, Union Bank. Deana Perrin, Blue Shield of California. Learn More.

Close the Loop 98

Close the Loop Compliance CX Innovation 98

Execs In The Know

NOVEMBER 5, 2021

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc. Michael Baker.

CX 98

CX Technology Technology Customer Experience 98

Shep Hyken

JULY 19, 2021

To maintain retail success in 2021 retailers will need to continue optimizing their digital experience. eWeek) Whether it’s an e-commerce giant like Amazon or a local shoe repair shop, great customer experience (CX) is a key factor that differentiates a business from its competitors. CRM Buyer) Despite U.S. Follow on Twitter: @Hyken.

E-commerce 131

E-commerce Customer Service Contact Center Retail 131

Futurelab

MARCH 20, 2022

Their findings are presented in The 2022 State of CX Report. As part of The 2022 State of CX Report, GetFeedback dove into how the CX profession is shaping up regarding compensation, reporting and team structures, skill sets, challenges, and more. Still, the largest chunk (20%) sit in Information Technology (IT).

CX 130

CX CX Transformation Government Start-ups 130

Execs In The Know

APRIL 7, 2022

PHOENIX, ARIZONA, US, April 7, 2022 / EINPresswire.com / — Global customer experience (CX) industry leader Execs In The Know is proud to announce the release of the CX Leaders Trends & Insights: 2021 Corporate Edition report which debuted at the company’s Customer Response Summit event in Clearwater, Florida (March 28–30, 2022).

CX 40

CX Social Media Touchpoint Technology 40

Zendesk

MARCH 12, 2021

Being digital-first and, in many cases, digital-only meant companies had to rapidly acquire new technologies to reach customers and connect remote teams. 89% of leaders at mid-sized companies and 91% at enterprise businesses say the pandemic sped up technology adoption. Luckily, most anticipate having more budget flexibility in 2021.

CX 52

CX Customer Expectations Technology Technology 52

Execs In The Know

SEPTEMBER 14, 2021

September 14, 2021 — Global customer experience (CX) industry leader Execs In The Know (EITK) is pleased to announce the Customer Response Summit (CRS) , a virtual event taking place October 18–22, 2021. PHOENIX, Ariz., Keynote speakers include Alice Sesay Pope from Visa, Inc.,

Artificial Intelligence 52

Artificial Intelligence CX Contact Center Innovation 52

Execs In The Know

OCTOBER 29, 2021

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc. Jamie Hudson.

Artificial Intelligence 52

Artificial Intelligence Engineering CX Education 52

Heart of the Customer

AUGUST 3, 2021

It’s a seismic tremor that’s changing the CX landscape. Back in December, I predicted 2021 would be The Year of CX Data. This pivotal moment in CX history makes designing compelling […]. The post The Year of CX Data Shifts Into Overdrive appeared first on Heart of the Customer.

CX 109

CX Technology Technology Customer Experience 109

Callminer

FEBRUARY 23, 2021

New Challenges for Call Centers in 2021. Keep reading to see what is on the radar for 2021. Technological Trends. ” – Julie Bai, Call Center Technology and Trends Every Business Leader Must Know in 2020 , Nextiva; Twitter: @Nextiva. More Flexible Service Solutions. AI is here to stay.

Technology 376

Technology Technology E-commerce Contact Center 376

Shep Hyken

DECEMBER 13, 2021

Magazine) Ensuring your customers have the best possible experience — and come back for more — isn’t about spending more money on staff and technology. That’s according to reputation experience management company Reputation’s “2021 Retail Reputation Report.” brands of 2021 based on shopper sentiment. and the U.K.,

Social Media 74

Social Media Customer Service VOC Retail 74

SugarCRM

DECEMBER 15, 2021

2021 was all about being able to see customers and deliver experiences like never before. Sugar challenged the hassles of traditional CRMs by unveiling high-definition customer experiences (HD-CX), a step beyond the traditional 360-degree customer view. 2021 is the year we let the platform do the work. What a year!

Event Planning 49

Event Planning Construction AI Sales 49

ClearAction

JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Another interesting thing about this list of obvious CX excellence needs is it’s not necessarily in the average customer experience manager’s scope of control or influence. The 2021 must-haves require far more than Service.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

Aquire

MAY 21, 2021

Now though, thanks to technological advances and the wealth of information available at our fingertips, it’s started to become much easier. Let’s take a closer look at the omnichannel approach and the evolution of automotive customer experience (CX). Omnichannel customer experience in automotive. That includes offline, too.

Omnichannel 98

Omnichannel Customer Experience Retail Touchpoint 98

Shep Hyken

AUGUST 16, 2021

My Comment: Scaling customer service or CX is about using technology to create a better experience. How Customer Service Technology Helps You Delight and Retain Customers (+ Trends to Follow) by Alejandra Zilak. My Comment: Let’s stay in the technology lane. I love the GIF’s! Follow on Twitter: @Hyken.

Customer Service 85

Customer Service Social Media Contact Center Technology 85

Zendesk

MARCH 12, 2021

In late January 2021, CX executives and industry leaders gathered for an intimate conversation with CNN anchor Fareed Zakaria, author of 10 Lessons for a Post-Pandemic World , to discuss the challenges that business leaders currently face. Zakaria predicts that we’re going to see equality gaps continue to widen. Not just working.

CX 98

CX Hospitality Hospitality Government 98

Zendesk

NOVEMBER 3, 2022

The company’s revenue has increased steadily since 2016, reaching more than $502 million in 2021. As part of Zendesk’s CX Moment virtual event series , we spoke with Upwork’s Vice President of Customer Support, Brent Pliskow, about the changing needs of American businesses and the international freelance talent they hire. “On

CX 98

CX AI Technology Technology 98

DMG Consulting

JUNE 8, 2021

DMG Consulting Releases 2021 – 2022 Interaction Analytics Product and Market Report. What : Releases 2021 – 2022 Interaction Analytics Product and Market Report . What : Releases 2021 – 2022 Interaction Analytics Product and Market Report . When : Today, 3 June 2021. Background : . These are conservative projections.

Contact Center 59

Contact Center VOC CX Voice of the Customer 59

DMG Consulting

JUNE 30, 2021

DMG Consulting Releases 2021-2022 Robotic Process Automation Product and Market Report. What: Releases 2021-2022 Robotic Process Automation Product and Market Report. What: Releases 2021-2022 Robotic Process Automation Product and Market Report. When: Today, 30 June 2021. MEDIA ALERT. Background: .

Contact Center 59

Contact Center Artificial Intelligence AI Technology 59

Execs In The Know

NOVEMBER 29, 2021

In October, Execs In The Know held its Fall 2021 Customer Response Summit (CRS) event featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations. Panelists: Bit Rambusch, Dell Technologies. Moderator: Andy Bird, Concentrix.

Artificial Intelligence 52

Artificial Intelligence Compliance AI CX 52

Execs In The Know

NOVEMBER 29, 2021

In October, Execs In The Know held its Fall 2021 Customer Response Summit (CRS) event featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations. Panelists: Bit Rambusch, Dell Technologies. Moderator: Andy Bird, Concentrix.

Artificial Intelligence 52

Artificial Intelligence Compliance AI CX 52

Shep Hyken

AUGUST 2, 2021

Any strategy a company takes is one it believes will improve customer experience (CX). Forbes) Customer experience encompasses far more than your products, customer service, technologies, processes, and culture. One of the three “surprising facts” is the disconnect between what leadership thinks about their CX and what customers think.

Customer Service 86

Customer Service Hospitality Hospitality Customer Loyalty 86

Customer Think

AUGUST 6, 2021

It’s a seismic tremor that’s changing the CX landscape. Back in December, I predicted 2021 would be The Year of CX Data. Do you feel it? That rumbling beneath your feet? This summer we’re seeing that play out on an even grander scale than I expected.

CX 111

CX Technology Technology Customer Experience 111

Aquire

AUGUST 4, 2021

Customer journey orchestration is proving a game changer for businesses looking to create seamless interactions and boost customer experience (CX). Better CX also brings increased sales, with 73 percent of customers highlighting customer experience as an important factor in their purchasing decisions.

Touchpoint 98

Touchpoint CX Omnichannel Sales 98

Totango

DECEMBER 28, 2020

It’s so important that Cisco has created an entire program around it and is requiring all Cisco Gold Partners to complete the Customer Experience (CX) Specialization Certification by March 2021. Customer success is a key part of driving the overall CX vision to ensure that customers are engaged in a proactive manner.

CX 81

CX Start-ups Technology Technology 81

Uniphore

JULY 10, 2021

Brian Cantor Leading CX Industry Analyst Contact Center Week. Kumaran Shanmuhan CX & Automation Consulting Leader Jacada. Join this webinar to understand how your contact center peers are cutting agent training and onboarding time by as much as 75%, while boosting agent performance, retention, and CX scores. Copyright 2021.

Contact Center 223

Contact Center Legal Artificial Intelligence Social Media 223