The Northridge Group

MARCH 14, 2023

However, the most pragmatic approach involves implementing new healthcare technology to make the entire care experience more seamless and cost-effective. Early test case data shows that AI healthcare technology can efficiently analyze extensive amounts of clinical inputs to help practitioners make more informed decisions when providing care.

Healthcare 145

Healthcare Technology Self service Analytics 145

ShepHyken

SEPTEMBER 10, 2021

She writes about what customers expect from companies in 2021 and what they actually get. Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ). In this post, we shall compare five customer expectations in 2021 to their reality. Try to avoid being transactional.? .

Customer Experience 268

Customer Experience Advertising Employee engagement Customer centricity 268

Beyond Philosophy

JANUARY 12, 2022

The late Steve Jobs said at a 1997 Apple World Worldwide Developers Conference, “You’ve got to start with the Customer Experience first and work backward towards the technology.” ” Now, in 2021, this quote couldn’t be any more pertinent than it was nearly 25 years ago.

CRM 348

CRM Technology Contact Center Personalization 348

Fonolo

MAY 27, 2021

Measuring engagement through surveys allows for employees to feel heard. That’s why agent engagement surveys are so important. Discover the Six Crucial Contact Center Trends That Will Shape 2021. What is the Purpose of an Agent Engagement Survey? Best Practices for Agent Engagement Surveys. Shorter is better.

Call Center 136

Call Center Surveys Coaching Best practices 136

TechSee

APRIL 21, 2021

According to a 2021 survey, 65% of U.S. Technology plays a large role in facilitating the collaborative call center. Beyond team collaboration, the interconnection of humans with contact center AI technology can be utilized to provide practical decision support during the agent-customer interaction.

Call Center 136

Call Center Contact Center Self service call center solutions 136

Fonolo

APRIL 1, 2021

Explore Contact Center Trends for 2021. AI is another big topic — specifically, how new technology in this space can help contact centers create a seamless customer support journey. There are several trends on Blair’s radar for 2021. Justin’s word of the year for 2021 is “integration”. Watch Jeremy Watkin on CX4Now ?.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

TechSee

FEBRUARY 16, 2021

This is underlined by a January 2021 survey , where 65% of U.S. Going into 2021, new trends are emerging that are helping field services provide their customers with efficient service, while still keeping a firm eye on their bottom line in a challenging economic environment. Remote AR assistance improves outcome-based service.

outsourcing 109

outsourcing Upselling Surveys Technical Support 109

TechSee

APRIL 10, 2018

As businesses increasingly realize that leveraging the power of technology creates a clear competitive advantage, the future of the BPO industry has become dependent on its willingness to adopt new growth and BPO technology trends that will serve as a value multiplier for their offerings. BPO Technology trends: Blessing or Curse?

Call Center 139

Call Center Technology outsourcing Self service 139

CCNG

OCTOBER 19, 2022

Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. Martech Alliance, 2021) Customer-obsessed businesses expect to be 7x more relevant to customers, 5x more likely a top provider of products, and 4x more profitable.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Netomi

SEPTEMBER 20, 2021

As the demand for chatbot software has skyrocketed, the marketplace of companies that provide chatbot technology has become harder to navigate as competition increases with many companies promising to do the same thing. Without further ado, let’s take a look at the best AI chatbots for 2021 and beyond. Multi-lingual.

Chatbots 126

Chatbots APIs Surveys Analytics 126

The Petrova Experience

OCTOBER 8, 2020

As we begin Q4 of an eventful 2020, it’s time to look out for the 2021 customer experience trends and tactics for creating exceptional experiences in increasingly complex environments. We rounded up Eight 2021 Customer Experience Trends and Tactics to be aware of as we get ready to close out 2020.

Customer Experience 108

Customer Experience Government Self service Healthcare 108

Spearline

JULY 13, 2021

Ultimate.ai’s ‘Navigating Customer Service 2021: The Year of Transformation’ free guide explores how COVID impacted the customer service industry. What’s on the horizon for 2021? Fig 1: Screenshot taken from GCS' infographic survey ' Is Covid-19 Illuminating Cracks in Customer Service? '

Contact Center 98

Contact Center Telecommunications Surveys Analytics 98

Spearline

JUNE 2, 2022

And, more specifically, what are the contact center technology trends for 2022? Tech is more important than ever The first trend to note is that technology, in general, is looking more important than ever to contact centers. Backing up this technology trend further, is CCW’s 2022 market study on the State of Contact Center Technology.

Contact Center 98

Contact Center Technology Cloud contact Business Process Outsourcing 98

ChurnZero

MAY 11, 2021

Last week Technology & Services Industry Association (TSIA) hosted their Spring virtual event called – TSIA Interact 2021. Here’s a roundup of our top five takeaways for Customer Success professionals from TSIA Interact 2021. . . TSIA (@TSIACommunity) May 4, 2021. . TSIA (@TSIACommunity) May 4, 2021. .

SaaS 98

SaaS Benchmark B2B Analytics 98

Outsource Consultants

SEPTEMBER 14, 2021

Tip the Scales with Technology. That’s because nearly 40% of current incoming call volume can be handled entirely with automated, self-service channels , according to a business leader survey from Gartner. The most powerful technology pairings in 2021 include call deflection, AI, and automation systems that work in harmony.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Nicereply

DECEMBER 28, 2021

We are incredibly thankful you joined us on the ride through 2021. Even though the pandemic continued bugging us throughout 2021, we’ve enjoyed an inspiring year full of quality content that helped thousands of support representatives. 5 Most Favorite Blog Posts Published in 2021. How do we compare to our competitors?

Customer Support 98

Customer Support Benchmark outsourcing Business Process Outsourcing 98

TechSee

MARCH 17, 2021

In fact, a January 2021 survey by TechSee, a technology provider to some of the world’s biggest telecoms, found that 65 percent of consumers would rather avoid technician visits unless absolutely necessary. Most recently, Verizon and Vodafone have started experimenting with the technology. Augmented Reality.

Technology 109

Technology Wireless Self service Advertising 109

Beyond Philosophy

MAY 12, 2021

Porte says they were hearing from their clients worldwide that 2021 was posing challenges for them. Verint wanted more than anecdotal stories about the challenges, so they surveyed organizations from 12 different countries and ten different industries to assess what was going on out there. Technology Can Help.

Chief Customer Officer 221

Chief Customer Officer Analytics Technology Surveys 221

ChurnZero

JUNE 18, 2021

ChurnZero has been named one of The Washington Post’s 2021 Top Workplaces in the Washington, D.C. It combines world-class journalism with the latest technology and tools so readers can interact with The Post anytime, anywhere. About Energage, LLC Headquartered in Exton, Pa., About Energage, LLC Headquartered in Exton, Pa.,

Real estate 98

Real estate Government Employee engagement Surveys 98

Nicereply

MAY 6, 2021

Incorporating new information, like the results of a Net Promoter Score (NPS) survey , into your plan can help you be more impactful in your marketing efforts. If you survey all of your customers at once, use the full results to update your strategy. Use the language that happy customers use in their survey results.

Marketing 98

Marketing Surveys Advertising APIs 98

C3Centricity

MAY 25, 2020

Do you believe that using technology to understand customers is the only way today? In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! No doubt it will need updating in 2021 when the fallout from the current pandemic becomes clearer. Is this your case?

Technology 121

Technology Big data Analytics Personalization 121

SharpenCX

SEPTEMBER 30, 2020

But for the folks who’d already prioritized a shift to cloud-native technology, the logistics of moving home hardly hit the radar. In fact, 43% of CFOs surveyed by PwC said they’re planning to make remote work a permanent option. By the end of 2021, industry leaders expect mobile phones will make almost 73% of eCommerce sales.

Chatbots 128

Chatbots Call flow Morale Contact Center 128

ShepHyken

MAY 17, 2019

But with some effort, it’s not impossible, especially with the use of digital technology. Gartner predicts that , by 2021, CRM will be the largest enterprise software in spending revenue. Run customer feedback survey occasionally to measure your service performance. There’s a void to be filled in the remaining 63%.

CRM 296

CRM Personalization Engineering Enterprise 296

Pointillist

JUNE 7, 2021

As we figure out what comes next in 2021 and beyond, one thing is certain: enterprises must advance their approaches, strategies and tactics to better understand customer behavior and deliver the experiences their customers demand. In this year’s survey, we sought to uncover what separates customer experience leaders from laggards.

Surveys 71

Surveys Management Journey mapping Customer centricity 71

ChurnZero

JANUARY 8, 2021

Based on our recent Customer Success Leadership Study (releasing early January 2021), 54% of survey respondents have a Chief Customer Officer (CCO) or Vice President (VP) of Customer Success as their highest Customer Success leadership position within their SaaS organization. Staci Satterwhite, Chief Customer Officer, Khoros.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

ShepHyken

OCTOBER 3, 2022

Despite call centres being a traditional means of communication between brands and their customers, this is now the preference for under half of the UK population (43%), according to a survey of 1,000 Brits by telecommunications provider Esendex. The company surveyed 1,000 consumers through an online questionnaire.

Customer Service 38

Customer Service Telecommunications Surveys Self service 38

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Customer-facing AI technologies. In fact, Gartner predicts that by 2020, 85% of all customer interactions will no longer be managed by humans.

Technology 122

Technology Customer Service Gamification Contact Center 122

Enghouse Interactive

MAY 7, 2021

Use this input – the good, the bad, and the ugly – in the redevelopment of the customer engagement processes and the technologies being proposed. Ongoing customer surveys are key to ensuring the new approach will constantly evolve to meet customer needs today and in the future. Accenture/Technology Vision 2021.

Customer centricity 90

Customer centricity Technology Contact Center Best practices 90

CCNG

NOVEMBER 9, 2022

The warp-speed migration to work-from-home complicated things further—IT and operations management continue to augment processes and technologies to support an evolving landscape of remote and hybrid teams. Technology and data abound in contact centers but often aren't leveraged to their full extent.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

TechSee

JULY 31, 2018

To ensure they meet these challenges, Gartner predicts that by 2021, more than 50% of B2C FS organizations will rely on applications or technologies from small field service management providers. Key Field Service Technologies. Post-service surveys & reporting – listening to the voice of the customer.

B2C 104

B2C Technology B2B Chatbots 104

Upstream Works

JANUARY 26, 2021

Meanwhile, customer expectations have also changed, forcing contact centers to adapt innovative technologies and prioritize digital transformation. Across the board, contact centers need to level-up technological capabilities, including richer reporting, enhanced security and omnichannel functionality to engage with customers in real-time.

Contact Center 78

Contact Center Self service Technology Surveys 78

TechSee

MAY 4, 2021

Another survey corroborated these findings, with just under half (45%) of U.S. businesses extended their remote working scheme to 2021. A survey by Aberdeen backs this up, finding that while only 14% of contact centers admitted having remote work capabilities in place before the pandemic, that number increased to 52% by June 2020.

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182

Fonolo

MAY 6, 2021

The contact center industry boasts some of the most intelligent and innovative CX technologies out there. Six Crucial CX & Contact Center Trends That Will Shape 2021. Customer Experience Leaders Share Their Industry Trend Predictions for 2021. FACT: 44% of people surveyed in the U.S. Read on for a crash course!

Interactive Voice Response 132

Interactive Voice Response Abandon rate Contact Center Self service 132

Nicereply

DECEMBER 15, 2020

As we close the books on 2020 and move into 2021, the one thing that we can know for sure is that customer experience is having a come up. Here are 25 stats that prove the importance of customer experience as we step into 2021. 2021 is your opportunity to rise to the occasion and start meeting those needs.

Customer retention 89

Customer retention Journey mapping Customer centricity Benchmark 89

CCNG

FEBRUARY 28, 2024

Fortunately, thanks to technology and support from companies like Zoom, organizations quickly pivoted to support a remote workforce. When surveying telecommuters who work from home all/some/most of the time, 71% said it was due to the work/life balance it provides. However, it’s not just about their personal lives.

Best practices 195

Best practices CCNG Surveys Technology 195

Sykes

NOVEMBER 14, 2019

SURVEY: Americans’ Perceptions of the Future of Work. We wanted to get a sense of what working Americans are really thinking and feeling about the impact of automation at work, their attitudes about working with these new technologies, and how their employers are helping prepare them for the future of work. Survey Results.

Surveys 81

Surveys Telecommunications Technology Transportation 81

TechSee

SEPTEMBER 21, 2021

The Internet, mobile technologies, and streaming channels have given consumers an unlimited source of viewing options over any device of their choice and are leading the industry as whole into a cable digital transformation. . million customers cancelling their subscriptions during the first quarter of 2021.

Advertising 41

Advertising Entertainment Self service Banking 41