C3Centricity

JUNE 5, 2016

As you read this, I am in New York presenting at the CASRO Technology and Innovation Event, 6th to 7th June. The post New Thinking, New Ideas, New Successes! Things have been pretty hectic for me these past few weeks.

Innovation 87

Innovation Technology Technology Actionable Insights 87

Shep Hyken

JANUARY 10, 2023

When investing in new technology, the top consideration for businesses must be to make customers feel like they are being cared for. Innovation doesn’t need to be sexy. Quotes: “Are we innovating technology just for the sake of innovation? How does innovation create value?

B2C 20

B2C B2B Innovation CX 20

Steven Van Belleghem

FEBRUARY 17, 2022

In the first half of 2021, customers could visit Nike’s flagship store ‘House of Innovation’ in New York and engage in interactive and fun activities in a virtual recreation of Smith Rock State Park in Oregon through their mobile phones and other virtual and augmenting tools.

Gaming 127

Gaming Entertainment Social Media Transportation 127

ECXO

AUGUST 2, 2023

He is a New York Times and Wall Street Journal bestselling author and researcher and has been inducted into the American National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. A creative at heart, Mike is always innovating ways to apply the power of stories to CX and those to strategy.

Customer Journey Map 156

Customer Journey Map CX Innovation Customer Relationship Management 156

Shep Hyken

JULY 19, 2021

Standing still at any point means competition, innovation, and more will eventually surpass you. ” Jennifer Featherling, director of contact center technology at Priceline, was also part of the program. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

E-commerce 131

E-commerce Customer Service Contact Center Retail 131

C3Centricity

APRIL 17, 2019

Some say California is the centre of internet marketing; the San Francisco area for technology and San Diego for marketing. I will also be speaking at the 2nd Global Conference on Creating Value in New York later this year. One that stays in my memory for many reasons, was an event I attended in San Jose, California.

Technology 91

Technology Technology Non-Profits CRM 91

Steven Van Belleghem

FEBRUARY 24, 2021

Founded in 2008, Behind the Brand with Bryan Elliott is a show about innovators, entrepreneurs and the stories behind their success. Simon originally ‘just’ wanted to understand why some people and organizations are more innovative, more influential, and more profitable than others? Behind the brand. Simon Sinek.

CX 98

CX Customer Experience Social Media Innovation 98

Comm100

JANUARY 23, 2023

This is all occurring against a backdrop of incredibly high CX expectations across industries and ever-developing technology. ChatGPT and real-world RPA applications will make these technologies more accessible. But, naturally, the technology will help to enable these creative new capabilities.

Customer Experience 130

Customer Experience AI Outlook CX 130

Steven Van Belleghem

NOVEMBER 26, 2021

These are the innovators of the innovators. And why we’ve seen early adoption signs in the media with, Quartz, Time Magazine, Fox entertainment, The New York Times, CNN, Vogue Singapore or even Playboy. But this might have the same type of impact on the internet by 2030 as mobile technology had before.

Customer Loyalty 131

Customer Loyalty Gaming Entertainment Sports 131

SurveySensum

JULY 14, 2020

A New York Times and Wall Street Journal bestselling author, Shep Hyken is the Chief Amazement Officer of Shepard Presentations. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Uniphore

JANUARY 25, 2022

As we’ve seen with other innovations, the more familiar people become with the technology, the more they expect to see it. As more companies incorporate emotion AI into their customer journey, customer comfort with, and subsequent demand for, the technology grows. Every Company will be a Technology Company.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Zendesk

JULY 8, 2021

She made that happen by joining forces with Kate Doyle, a former educator, to co-found KindWork , a non-profit organization that helps talented young people of color from overlooked communities in the metro New York City area launch new careers in the innovation economy. Today, they’re back to partial in-person learning.

Non-Profits 98

Non-Profits Start-ups Education CX 98

Beyond Philosophy

JUNE 2, 2015

Rochester, New York-based Wegmans, now a chain of close to 100 supermarkets throughout the Northeast and Middle Atlantic regions of the U.S. This 90 year old, family-run chain might be the best supermarket retailer in the world, and maybe the best company overall. They were one of the first chains to purchase from local vendors.

Retail 97

Retail Construction Customer-Centric Organization Innovation 97

Sprinklr

SEPTEMBER 27, 2021

I work with colleagues that deeply care about each other and will do whatever it takes to make each other happier.” – Kristina Henry, Talent Development, New York, NY. Those types of companies don’t come around often, which makes Sprinklr and its unparalleled technology so unique.

CXM 83

CXM CRM Sales Innovation 83

1 to 1

SEPTEMBER 29, 2016

Yesterday at Advertising Week in New York City, MLB, NBA, and NFL executives shared their thoughts on the evolution of customer engagement in major league sports and why they’re experimenting with new technologies from live video to virtual reality.

Sports 47

Sports Innovation Technology Technology 47

Execs In The Know

JUNE 7, 2023

With advancements in technology and changing customer expectations, the landscape has shifted, giving rise to innovative outsourcing solutions that prioritize personalized, seamless, and meaningful customer experiences. However, ensure that technology is not prioritized over human interaction and empathy.

CX 85

CX Compliance Artificial Intelligence AI 85

Shep Hyken

OCTOBER 5, 2021

They discuss how organizations can arm their frontline customer service professionals with the technology that can help them offer better customer service. Having the technology to access the right information reduces ticket escalation. As Mindbreeze’s CEO he is a living example of high quality and innovation standards.

Machine Learning 77

Machine Learning Customer Satisfaction AI Technology 77

Shep Hyken

SEPTEMBER 20, 2021

So, will AI technology replace you? Innovation & Tech Today) Most customers expect a quick response to their questions, and offering 24-hour support is the best way to make that happen. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 16

Customer Service Manufacturing B2B AI 16

Aquire

JANUARY 6, 2022

Using video chat technology for customer service is becoming a popular practice. That’s because businesses have grasped the benefits of video chat technology — in large part thanks to increased working-from-home and the rise of digital purchasing. So, here’s everything you need to know about video chat technology in customer service.

Customer Service 98

Customer Service Social Media Technology Technology 98

Intercom, Inc.

MAY 10, 2018

He’s written more than 650 of them over the past decade and has been featured and quoted in The New York Times, Fortune, Wired and Wall Street Journal. It needs to be augmented, because especially in technology, we need to learn frontier skill sets constantly. You can do paid referrals or paid ads.

Start-ups 224

Start-ups Gaming Customer Acquisition B2B 224

Gainsight

JANUARY 18, 2021

As Nick explained in a recent conversation with Lee Weiner , Chief Innovation Officer at Rapid7, there was no direct path to the top early in all their careers. Early in 2020, Lee Weiner became the Chief Innovations Officer at Rapid 7, a leading global technology and security services company based in Boston, Massachusetts.

Innovation 52

Innovation Engineering Construction Technology 52

Fonolo

JANUARY 14, 2020

Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. He is a New York Times and Wall Street Journal bestselling author. Which customer service blog posts helped to shape the last decade for you? . Shep Hyken.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Experience Investigators

MARCH 26, 2024

Unlock the future of customer experience as I, Jeannie Walters, team up with Greg Kihlström from the Agile brand to dissect the fascinating blend of strategy and technology that’s shaping how we interact with businesses today. Additionally, we unpack expectations for New York state’s first chief customer experience officer.

CX 64

CX B2B Education Innovation 64

Customer Bliss

SEPTEMBER 12, 2017

After landing on Time Magazine’s Best Inventions of 2007, Rachael left New York City for Silicon Valley to be closer to the heart of technology innovation. When she’s not staying up-to-date the latest technology trends in the CX field, you can find her engaged in a DIY project that usually involves spray paint. .

CX 0

CX B2B Technology Technology 0

PeopleMetrics

MARCH 13, 2015

According to an article in the New York Times this week, Slack is "one of the fastest-growing business applications in history." One aspect of their Rags-to-Riches-to-Rags-to-Riches story that resonates most with me was when they put Customer Service Reps and Product Innovation employees on the same team. Are you on Slack ?

Customer Experience 109

Customer Experience Close the Loop Net Promoter Score Voice of the Employee 109

Retently

SEPTEMBER 17, 2018

As of 2016, the company had an NPS of 72 – one of the highest in the technology industry – following a decrease in 2018 to a score of 63. Whether you run a technology business or have an unrelated brand and want to learn from Apple’s amazing success, the factors below can help you improve your customer loyalty and retention : 1.

NPS 99

NPS Net Promoter Score Customer Loyalty Innovation 99

Intercom, Inc.

JULY 7, 2022

A former pediatric neurologist working for the New York City Board of Education before she turned to product design, Cat is passionate about making sure innovation is at everyone’s fingertips, and that’s why she co-founded Stark, a startup that provides tools and knowledge for businesses to design and build accessible products from day one.

Education 118

Education Non-Profits Engineering Start-ups 118

Shep Hyken

AUGUST 16, 2022

It is a technology that understands the language of your business and automates workflows and processes in a trustworthy manner that complies with regulations. Then, recognize that the person using the AI technology and the person impacted by it may not be the same person. New York Times ?bestselling

Artificial Intelligence 57

Artificial Intelligence Healthcare AI Government 57

Steven Van Belleghem

JANUARY 22, 2020

Simon is now a sought-after international speaker and his book “We First: How Brands and Consumers Use Social Media to Build a Better World” is a New York Times, Wall Street Journal, and Amazon bestseller. Tony Hsieh. Shep Hyken. Adam Toporek. Annette Franz.

Customer Experience 52

Customer Experience Social Media Innovation Start-ups 52

Totango

JULY 12, 2019

This premier event will take place September 11-13 in the bright lights of New York City. No matter what the size of your group, you’ll hear from experts on how to drive innovation, consistency and positive change for customers and, as a result, business results. So why should you register today?

Innovation 55

Innovation Technology Technology 55

Gainsight

FEBRUARY 28, 2024

Imagine a warm October day in the bustling streets of New York, where four remarkable women stride down Fifth Avenue, laughter echoing in their wake. These leaders, embody a new era of Customer Success (CS) and Community leadership, where innovation and empathy converge to redefine customer satisfaction. .

Innovation 52

Innovation Technology Technology Customer Retention 52

Shep Hyken

JANUARY 17, 2023

Is Technology Taking Over Customer Service? “Listening to customers informs us what innovations we should develop to keep up with their needs and expectations.” As COO, he leads Assurant’s global operations focusing on digital technology and operations that deliver exceptional customer experience.

Artificial Intelligence 52

Artificial Intelligence Manufacturing Finance Business Growth 52

Experience Investigators

OCTOBER 8, 2024

Exploring beyond the aisles, we touch on how technology is redefining the art world and reshaping luxury preferences. He is the 3-time Wall Street Journal and USA Today bestselling author of ten books and is widely considered one of the most entertaining and original speakers on trends, innovation and marketing in the world.

CX 52

CX Entertainment Retail Innovation 52

Confirmit

FEBRUARY 12, 2020

Obviously this is in part down to our technology. We think some of the cool digital and AI-based innovations that we’ve made to the platform over the last in year in particular were certainly central to the Forrester Wave result. The technology isn’t everything though. How could they not?! Makes sense to us.

VOE 52

VOE Voice of the Employee Gaming Voice of the Customer 52

Intercom, Inc.

MARCH 22, 2018

One of the key differences was that SkillSlate took a local approach, focused on New York city only, whereas Thumbtack took a broad, national approach in acquiring supply. They didn’t have to invest as much time in the technology and it was effective in the long run. We’ve been talking for close to 10 years.

Start-ups 189

Start-ups Engineering B2C E-commerce 189

Shep Hyken

JULY 18, 2022

Forbes) Customer experience was finally starting to catch up in the B2B world to match technology-driven and personalized B2C experiences. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Here are a few ideas to help you through the struggle.

Customer Service 12

Customer Service B2B Artificial Intelligence B2C 12

Fonolo

FEBRUARY 13, 2019

Our inboxes here at Fonolo HQ are full of great reports covering call center technology and trends. The steady pace of industry news has simply made it hard to find a quiet week to slip in a post like this. The availability of this information helps the whole industry become more innovative. For more on this, see here and here.

Contact Center 57

Contact Center Technology Technology Customer Service 57