Bill Quiseng

SEPTEMBER 10, 2020

Why not innovate instead of imitating? For the sixth year in a row, Global Gurus in 2020 ranked him one of the top three keynote speakers in the world on customer service. Organizations need to offer customers breakthrough products, services, and solutions to effectively compete in today’s innovation-hungry economy.

Innovation 141

Innovation Customer Service Customer Experience 141

eglobalis

JUNE 27, 2024

IKEA’s vision of creating a better everyday life is reflected in their commitment to sustainability, affordability, and innovative design. Philips focuses on improving people’s health and well-being through meaningful innovation, aligning their culture with this vision through extensive training programs and open communication.

Customer Experience 369

Customer Experience Net Promoter Score VOC Government 369

Fonolo

OCTOBER 20, 2020

The State of the Contact Center in 2020 is a far cry from where we expected it to be this time last year. Read the Full Report, FREE: Download The State of the Contact Center in 2020 Industry Report. In last year’s Contact Center Trends 2020 report, we predicted that there would be a mass migration to the cloud over the coming years.

Contact Center 126

Contact Center CX Start-ups Education 126

Callminer

FEBRUARY 23, 2021

Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. ” – Julie Bai, Call Center Technology and Trends Every Business Leader Must Know in 2020 , Nextiva; Twitter: @Nextiva. Video chat assistance is on the rise. Video customer service is coming.

Technology 376

Technology Technology E-commerce Contact Center 376

Fonolo

JANUARY 14, 2020

Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Top Pick: 20 ways to create an amazing customer service experience in 2020. Quiseng’s blog features content from leading professionals in the industry, making it easy to review material from the most insightful, innovative thinkers in the business.

Customer Service 136

Customer Service Contact Center Social Media CX 136

SurveySensum

JULY 14, 2020

Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI. LinkedIn : [link]. Website : [link] /.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Beyond Philosophy

FEBRUARY 20, 2020

A post shared by Miquela (@lilmiquela) on Jan 28, 2020 at 2:38pm PST. The post Where AI Meets CX: Inventor of the Hashtag Shares Innovative Concepts Pt 2 appeared first on Customer Experience Consulting. View this post on Instagram. Consider Lil Miquela on Instagram. She also has nearly two million followers.

AI 162

AI Innovation Social Media Construction 162

VOZIQ

DECEMBER 17, 2020

Recently, VOZIQ’s predictive customer retention solution was honored for consistent innovation and extraordinary value creation and won the 2020 Product of the Year award. We want to share with you some of our most popular blogs of 2020, in case you missed them when we first published them.

Customer Retention 98

Customer Retention Text Analytics AI Engineering 98

Uniphore

JUNE 9, 2021

In fact, 65 percent of executives in a 2020 survey cited automation as a catalyst for modernizing legacy business practices. Here are nine important tips — our maverick moves — that can help you on the road to innovating with the best of them: Get Focused on Outcomes. What’s the difference between a result and an outcome?

Contact Center 246

Contact Center Education Start-ups AI 246

Callminer

MAY 12, 2020

To learn how innovative software tools can improve the customer experience across multiple customer engagement channels, download our white paper, The Guide to Customer Engagement Analytics. Choose Partners, Not Providers.

Compliance 182

Compliance CRM Legal Customer Relationship Management 182

ECXO

AUGUST 9, 2023

Accenture (another market leader) reported that while more than 86% of companies had increased cloud initiatives since 2020, only 42% had fully achieved the outcomes they expected (cost saving was the most elusive). CX leaders have a relentless commitment to improve and innovate. Everything is rooted in a client centric culture.

Touchpoint 296

Touchpoint CX Innovation Start-ups 296

TeamSupport

JANUARY 10, 2020

Our 2019 trends article was a huge hit, so here’s what is set to make an impact in 2020…. 1) Innovative technology will empower service teams (not replace them). In short, customer service teams in 2020 should focus on leveraging technology and data to stay informed and meet customers where they are.

Customer Service 80

Customer Service B2B Innovation Technology 80

Heart of the Customer

JANUARY 22, 2020

22, 2020 /PRNewswire/ — Heart of the Customer (HoC), one of the nation’s leading journey mapping consultancies, and Usermind, a pioneer in Experience Orchestration (XO), today announced a strategic partnership that will revolutionize how businesses map, orchestrate, and optimize their customer journeys. SEATTLE, Jan.

Innovation 88

Innovation CX Customer Journey Map Customer Relationship 88

Callminer

SEPTEMBER 1, 2020

We also presented over 20 breakout sessions under five innovative and timely themes: insight to action, transformational CX, collections in current times, work from home, and the new contact center agility. CETX 2020: It was a cyber success.

VOE 182

VOE Artificial Intelligence Contact Center Entertainment 182

Totango

JANUARY 1, 2021

We are starting the last week of 2020…. No one can argue that 2020 was special… It was unlike anything we imagined 12 months ago. 2020 was a year of learning, new routines of working from home, remote learning, and most of all – a year of challenges. The post Wrapping up 2020 and Fiji Release!

Gaming 66

Gaming Start-ups Innovation 66

Zendesk

OCTOBER 5, 2022

We saw that at the onset of the pandemic in 2020. Turning customers into loyalists requires a more innovative approach to customer relationship management. See how Zendesk powers innovative CX for software and cloud services companies. Customers’ needs and preferences are continuously changing. Learn more.

Innovation 98

Innovation CX Omnichannel Predictive Analytics 98

ModSquad

DECEMBER 3, 2020

And now it’s the gifting and shopping season, which has not been spared from the 2020 twist. retail in the second quarter of 2019, the same quarter during the pandemic (Q2 2020) saw ecommerce spending jump to 44.5%. In Q3 of 2020, with people once again venturing out to stores, ecommerce still represented nearly 20% of all U.S.

Retail 65

Retail Start-ups Education Sales 65

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report. What: Releases 2020 – 2021 Workforce Management Product and Market Report. What: Releases 2020 – 2021 Workforce Management Product and Market Report. When: Today, 8 April 2020. Where: Available at the DMG Consulting online store.

Contact Center 62

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 62

TeamSupport

JANUARY 4, 2021

1 That’s what Matthew Jarzynski, vice president, human resources, Synergy, advises businesses as 2020 works its way into the history books. Celebrating milestones in 2020 not only looked different in terms of how we celebrated—virtually rather than all together—but also what we celebrated. 29, 2020 [link]. 29, 2020 [link].

CRM 69

CRM Innovation B2B Customer Service 69

DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report. When: Today, 23 July 2020.

Text Analytics 62

Text Analytics Contact Center Innovation Sales 62

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report. When: Today, 30 September 2020.

Customer Service 62

Customer Service Contact Center Artificial Intelligence Text Analytics 62

Totango

JANUARY 20, 2020

This new model is our latest innovation that enables you to deliver Customer Success at scale, spending less time analyzing and more time working directly with customers. . To learn more about the exciting things in store, I invite you to join our Product Webinar on Tuesday, February 11, 2020 at 1pm EST / 10am PST. Register today!

Innovation 12

Innovation 12

DMG Consulting

MARCH 8, 2019

Innovation Enhances the Cloud-Based Contact Center Infrastructure Market. in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. CBCCI vendors have begun to differentiate themselves with their innovative routing capabilities that can optimize the outcome of each interaction. Adoption Rate for the CBCCI Segment.

Contact Center 72

Contact Center Innovation Artificial Intelligence Machine Learning 72

SugarCRM

MARCH 25, 2021

We had an extensive list of innovative initiatives to improve the Sugar platform, and we even crossed a few of them off the list by the first three months of 2020. While not all plans we had in 2020 came to fruition as we originally planned, we still managed to achieve much more than we originally anticipated. A Time for Growth.

Artificial Intelligence 49

Artificial Intelligence Innovation CRM Omnichannel 49

C3Centricity

JANUARY 13, 2021

Perhaps that’s the reason why we recorded an over 15% increase in our readership in 2020. In appreciation of your loyalty, we have summarised the top twenty articles we published in 2020, so you can check that you didn’t miss any, or remind yourself of their usefulness: #1.

Hospitality 77

Hospitality Hospitality Actionable Insights Artificial Intelligence 77

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report.

Contact Center 62

Contact Center Text Analytics Technology Technology 62

ECXO

OCTOBER 14, 2024

Keep up the great work, and continue to innovate and refine the approach. Customer-centric organizations prioritize customer needs and feedback in their innovation processes. Your organization exhibits a strong customer-centric mindset. Regular practices reflect a deep commitment to serving and delighting your customers.

CX 156

CX Customer-Centric Organization Touchpoint Social Media 156

Confirmit

DECEMBER 13, 2020

Experts in brand, innovation, human-centered design, CX and EX, Sprout Strategy lead the way by combining behavioral economics and design thinking. 2020 AIR Award winners in AIR Professionals and AIR Agency categories. 2020 AIR Award winners in AIR Professionals and AIR Agency categories. Market Research Best Practices.

Transportation 52

Transportation Innovation CX 52

Fonolo

OCTOBER 27, 2020

As part of our State of the Contact Center in 2020 Industry Report , we asked industry leaders and influencers what surprised them the most about the pandemic. We saw rapid innovation across the board… “We’ve all heard the saying, ‘Necessity is the mother of invention,’ but it’s also at the heart of innovation and ingenuity.

Contact Center 147

Contact Center CX Innovation Technology 147

Intercom, Inc.

DECEMBER 19, 2019

You can also make sure you don’t miss any 2020 highlights by subscribing on iTunes , stream on Spotify or grab the RSS feed in your player of choice. That helps everyone innovate, especially when they share them out. Collin Cadmus, VP of Sales at Aircall, and Patrick FitzGerald, Director of Sales at Glofox.

Education 32

Education Sales Innovation 32

ModSquad

DECEMBER 3, 2020

And now it’s the gifting and shopping season, which has not been spared from the 2020 twist. retail in the second quarter of 2019, the same quarter during the pandemic (Q2 2020) saw ecommerce spending jump to 44.5%. In Q3 of 2020, with people once again venturing out to stores, ecommerce still represented nearly 20% of all U.S.

Retail 52

Retail Start-ups Education Sales 52

Totango

MAY 5, 2020

Customer Retention Strategies in B2B for 2020 and Beyond. Use Key Engagement Metrics to Drive Iteration and Innovation. The best way to deliver those things is to ensure your enterprise is constantly striving to improve through iteration and innovation. Ultimately, customers stay because of quality and value.

Customer Retention 62

Customer Retention B2B Innovation Touchpoint 62

Callminer

DECEMBER 17, 2019

” – 2018 Call Center Industry Report Reveals Call Center Innovation Lagging , Globe Newswire; Twitter: @GlobeNewswire , @Liveops. This rise in market value can be attributed to the increased adoption of automated services in business operations along with innovations/advancements in AI.” billion in 2000 to $86.6

Contact Center 207

Contact Center Finance AI Customer Service 207

Conversocial

MARCH 23, 2021

In a year when retailers have been forced to innovate with fewer customers in-store (and sometimes none at all), curbside pickup has been an excellent way of still generating sales while keeping customers and workers safe. Our own survey in 2020 found that 40% of shoppers had used curbside pickup during the pandemic.

Retail 103

Retail Start-ups Innovation Sales 103

Confirmit

NOVEMBER 16, 2020

The 2020 ACE Award Winners’ Showcase celebrates companies for whom the customer and employee experience have become integral to their success, delivering better business outcomes; increased revenue , reduced costs , and company-wide culture change. We are proud to share the success of such innovative and people-centric teams.

VOC 52

VOC Close the Loop Touchpoint Voice of the Employee 52

Fonolo

DECEMBER 12, 2019

Who will truly innovate in 2020?” May your 2020 be as exciting as ours is going to be! We’re a group hyper-aware of when customer service works in other contexts. So, I asked: “What company, either local or online, was your favourite in terms of customer service in 2019?

Customer Service 67

Customer Service Machine Learning Retail Customer Satisfaction 67

UJET

NOVEMBER 16, 2020

One of the lessons learned during calendar year 2020 is the complex process of transformation a company and its front-office service organizations need to undergo to position themselves to conduct business in the future. She provides strategic and practical counsel for enterprises, solution providers, and the investment community.

Contact Center 138

Contact Center Retail Innovation Customer Experience 138