customer service
Gartner Hype Cycle for Customer Service and Support Technologies
The CSS Technology Hype Cycle combines the formerly separate but related Hype Cycle for CRM Customer Service and Customer Engagement and Hype Cycle for Contact Center Infrastructure. Four technologies from this year’s Hype Cycle are of high importance to CSS leaders. Customer journey analytics Customer journey analytics track and analyze the way customers and prospects …
Forrester’s 2020 Business Technology Predictions Are Just Right
Finger about to press a car ignition button with the text 2020 start. Year two thousand and twenty … [+] concept. Getty Everyone publishes their 2020 predictions around this time of year. Forrester’s are worth heeding for a number of reasons. Here they are: “Consumers search for deeper meaning”: How about this finding? “More than 55% of …
Great customer experience today is about technology, but also people
By SUNNY BINDRAMore by this Author Do you know The Folio Society? If you’re a bibliophile, you probably do. They create beautiful special editions of classic books. Books done the old-fashioned way: in hardcover, usually cloth-bound, with premium paper and elegant typography; and given a new twist by specially commissioned illustrators. A book-lover’s delight. But …
Your View: Ballad’s customer service bodes poorly for their health care | Opinion
In the wake of the Ballad takeover of regional health care in Southwest Virginia, one would think they would have customer-friendly systems in place to accommodate transferring financial transactions from the newly acquired facilities. My wife was billed for a visit to Smyth County Community Hospital last October. We paid the bill online through our …
Woolworths extends scan-and-go technology trial to replace check-outs
Woolworths has extended its trial of the hi-tech scan-and-go purchasing application which allows shoppers to buy groceries in store directly from their phone, foregoing queues and the frustration of self-serve check-outs. The supermarket giant was the first Australian retailer to use the buy-and-walk-out technology in September at its Double Bay store in inner Sydney and …
