2017, Big data and Customer centricity - Customer Contact Central

12 Top Choices to Read and Follow over the Holiday Season

Peter Lavers

DECEMBER 21, 2017

As 2017 draws to its close I’ve been taking a look at my blog, twitter and Linkedin activity over the year, and I’d like to share with you my three top choices in four different categories: Most blog engagement. Nedbank – I have walked the customer centricity journey with this great bank for over a decade.

B2C

B2C B2B Customer centricity Big data

Opentalk 2017: Turning Big Data into Big Decisions

Talkdesk

JULY 28, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Turning Big Data into Big Decisions.

Big data

Big data Metrics Customer centricity Feedback

Opentalk 2017: Turning Big Data into Big Decisions

Talkdesk

JULY 28, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Turning Big Data into Big Decisions.

Big data

Big data Metrics Customer centricity Feedback

15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 1]

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 It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Never underestimate the customers expectation in CX.

Customer Experience

Customer Experience Big data Customer centricity Technology

11 Contact Center Technologies to Boost Customer Satisfaction

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester.

Contact Center

Contact Center Technology Self service Call Center

How Your Business Can Quickly Adopt a Customer First Strategy

C3Centricity

DECEMBER 3, 2018

These usually happen when an organisation does not adopt a customer first strategy. Almost every single organisation, big or small, recognises the importance of their customers. They talk about customer centricity but very few actually go beyond voicing their opinions. in 2017, down from a 2.2%

Big data

Big data B2C Marketing Airlines

Customer Experience Challenges According to 15 CX Experts

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Some hints: big data, omnichannel, personalisation, AI and organizational culture. It will be growing and growing.

Customer Experience

Customer Experience Customer centricity Education Consulting

Technology is the Enabler not the Disruptor (So Stop Using it as an Excuse)

C3Centricity

SEPTEMBER 24, 2017

Not because I was speaking about customer centricity as a disruptor, but because it was an all-female group. They even turned away one gentleman who was interested in hearing me speak about adopting a customer-first strategy!). Technology is an enabler; it’s customer-centricity that is the disruptor today.

Technology

Technology Transportation Entertainment Customer centricity

Using Interaction Analytics to Improve the Customer Journey (whitepaper)

DMG Consulting

MAY 22, 2017

Using Interaction Analytics to Improve the Customer Journey (whitepaper). Sharing speech and text findings with a customer journey analytics (CJA) solution is a great way to expand the benefits and contributions of Interaction Analytics. By Donna Fluss. Introduction. To continue reading, download the PDF by registering below: DOWNLOAD.

Analytics

Analytics Consulting Consulting Surveys

The CSAT Revolution: How a Traditional Metric is Disrupting Customer Service Standards

Talkdesk

AUGUST 7, 2017

Ernest is the Group Product Manager of Data & Analytics at Talkdesk and a session host at the Opentalk 2017 in SF. . The origins of customer satisfaction (or CSAT), as a metric, date back to the 1970s — an era in which the business world was much more obsessed with supply chains and pricing than customers or service.

Metrics

Metrics Customer Service Advertising Upselling

The CSAT Revolution: How a Traditional Metric is Disrupting Customer Service Standards

Talkdesk

AUGUST 7, 2017

Ernest is the Group Product Manager of Data & Analytics at Talkdesk and a session host at the Opentalk 2017 in SF. . The origins of customer satisfaction (or CSAT), as a metric, date back to the 1970s — an era in which the business world was much more obsessed with supply chains and pricing than customers or service.

Metrics

Metrics Customer Service Advertising Upselling

What We’re Opentalking About

Talkdesk

APRIL 21, 2017

We’re less than a week away from celebrating the New Era of Customer Heroes at Opentalk 2017 in San Francisco! In this session, CEO Tiago Paiva welcomes the customer heroes in attendance and is joined by a few members of the Talkdesk team to walk through some of the major milestones and accomplishments of the past year.

Contact Center

Contact Center Customer centricity Construction Big data

Driving Holistic Customer Engagement Excellence

Verint

JUNE 6, 2017

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Employee engagement

Employee engagement Quality management Analytics Best practices

2017 Is Out, 2018 Is In – What Will Customer Service Look Like This Year?

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. As virtual and physical worlds collide, customer information is becoming more valuable – and increasingly insecure. Introduction. Lots of ’em. Add a Link.

Customer Service

Customer Service Chatbots Journey mapping Multichannel

Customer Contact Central

12 Top Choices to Read and Follow over the Holiday Season

Opentalk 2017: Turning Big Data into Big Decisions

Trending Sources

Opentalk 2017: Turning Big Data into Big Decisions

15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 1]

11 Contact Center Technologies to Boost Customer Satisfaction

How Your Business Can Quickly Adopt a Customer First Strategy

Customer Experience Challenges According to 15 CX Experts

Technology is the Enabler not the Disruptor (So Stop Using it as an Excuse)

Using Interaction Analytics to Improve the Customer Journey (whitepaper)

The CSAT Revolution: How a Traditional Metric is Disrupting Customer Service Standards

The CSAT Revolution: How a Traditional Metric is Disrupting Customer Service Standards

What We’re Opentalking About

Driving Holistic Customer Engagement Excellence

2017 Is Out, 2018 Is In – What Will Customer Service Look Like This Year?

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