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Posts Categorized ‘Technology’
3D Printing and Customer Experience: The Customer is Now Producer
May 21, 2013 by Jody Gilliam, Sr. Writer, TeleTech in Customer Experience, Technology, TeleTechIn TeleTech’s continuing blog series on technologies that are transforming the customer experience, we explore Near Field Communication technology.
In the wake of Google Glass, 3D printing is another disruptive technology that is transforming the customer experience as we know it. Where is the paradigm shift? With the ability to “print” virtually any object, 3D printing shifts creating and manufacturing capabilities to the customer, potentially diminishing vendor power and decreasing the value of their products. So, what should business leaders do about it? First, understand what 3D printing is, and then keep reading.
Google Glass: Transforming the Customer Experience
May 6, 2013 by Jody Gilliam, Sr. Writer, TeleTech in Customer Experience, Technology, TeleTechIn TeleTech’s blog series on technologies that are transforming the customer experience, we explore wearable computers.
TeleTech released an infographic last week illustrating a timeline of technologies that revolutionized the customer experience over the past 143 years. But, this timeline will likely need an update later this year with the Q4 release of Google Glass. Here’s how Google’s computer glasses work and how companies can be ready for the next big thing that will transform the customer relationship dynamic.
10 Big Data Trends to Get Ahead of Now
May 1, 2013 by Mark Grindeland, Chief Marketing Officer at TeleTech in Analytics, Customer Experience, Sales and Marketing, Strategy, Technology, TeleTech
This is the first blog article in a two-part series. To read the second article, go here.
As the world increases its digital footprint, an increasing amount of attention has been turned to Big Data. With the promise of regulating the ocean temperature to improving every aspect of America’s healthcare, Big Data is becoming the panacea for everything from the arts to the sciences.
Big Data’s gilded promises are spurring enterprise investments globally. In fact, according to Gartner, Big Data is expected to drive $32 billion in IT spending this year, and a staggering $232 billion through 2016. In addition, the International Data Corporation (IDC) last year predicted that the Big Data technology and services market is expected to grow from $3.2 billion in 2010 to $16.9 billion in 2015.
As interest in Big Data increases, so do marketers’ challenges. From having the capabilities to apply sophisticated quantitative analysis to their Big Data efforts to centralizing their analyses, many marketers are faced with unfamiliar mandates. To help get marketers on track, I offer 10 Big Data trends and challenges, as well as their accompanying directives or solutions. continue reading
Milestones in Modern Customer Experience
Apr 29, 2013 by Jody Gilliam, Sr. Writer, TeleTech in Customer Experience, Customer Service, Technology, TeleTechFrom the first telephone to Google Wallet, technology has rapidly transformed the way people interact. This infographic takes a closer look at some of the innovations that have revolutionized the customer experience over the decades.
The Phone is Dead: Long Live the Customer Interaction Center of the Future
Apr 16, 2013 by Mark Grindeland, Chief Marketing Officer at TeleTech in Customer Experience, Customer Service, Multichannel, Strategy, Technology, TeleTechConsumers expect an integrated experience across every available communication channel, and multichannel service is becoming increasingly important to companies. TeleTech CMO, Mark Grindeland, explains how the contact center is evolving to become the multichannel epicenter.
Three Key Steps to Get Ahead of Customer Expectations
Apr 10, 2013 by Chris Burton, Senior Vice President, Communications, Media & Technology, TeleTech in Analytics, Customer Experience, Customer Service, Technology, TeleTech
Communication service providers (CSPs) have unique and immense challenges–meeting customer expectations and offering memorable and unique experiences. They have large, increasingly sophisticated, and demanding customer bases, and their complex catalog of products and services via disparate network technologies have evolved over decades, each of which has its own set of supporting processes and systems. Throw in a far-flung service partner ecosystem and it is little wonder that many customers feel their CSPs are missing the mark with customer service. continue reading
Crowdsourcing for Solutions to the Healthcare Quandary
Apr 2, 2013 by Ron Wince, President and General Manager, Peppers & Rogers Group in Customer Experience, Social Media, Strategy, Technology, TeleTech
In healthcare today, organizations must transform at a faster pace and on a wider scale. Crowdsourcing is helping them tap into customer ideas to do it.
Three Ways to Use Customer Data to Drive Marketing Relevance
Mar 12, 2013 by Judi Hand, Executive Vice President and Chief Sales Officer at TeleTech in Analytics, Sales and Marketing, Strategy, Technology, TeleTech
Using customer data to deliver the right message to the right customer, at the right time, through the right channel is not the future of marketing, it’s today’s reality. Businesses that do this effectively generate millions of dollars in additional revenue, recognize strong organic growth, build customer loyalty, and increase shareholder value. So what’s their secret? The answer is: Relevance. Successful marketers are using next-generation analytics, and adaptive engagement strategies to communicate with customers on their terms, across a variety of channels. Here are three ways to use customer data strategies to generate more relevant marketing. continue reading
Putting Smart Devices at the Heart of Multichannel Customer Service
Mar 4, 2013 by Taylor Allis, Vice President of Marketing and Product Management, TeleTech in Customer Experience, Customer Service, Multichannel, Technology, TeleTech
Mobile application downloads are on the rise, with more and more consumers looking for multichannel customer service and ways to interact with their favorite brands on the go. Yet, while mobile phones and tablets are inherently smart, many companies have yet to embrace these tools in an intelligent way when it comes to enhancing customer service. Typically, when consumers seek customer support over the phone, they automatically associate the task with the frustrating “voice robot” known as interactive voice response (IVR). But, as we move into the digital and mobile age, the days of long, complicated IVR menus and hold music face imminent extinction as the need for multichannel interactive response (MIR) takes precedence. continue reading
Experience Matters: Relevance Leads to Revenue
Feb 4, 2013 by Judi Hand, Executive Vice President and Chief Sales Officer at TeleTech in Analytics, Customer Experience, Sales and Marketing, Strategy, Technology, TeleTechThe days of irrelevant communications are over. Companies have to be relevant and timed to the needs of customers and prospects every time they interact with them. TeleTech Chief Sales Officer, Judi Hand, offers suggestions on how companies can make the most of personalization.