Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

ProProfs Chat

JULY 27, 2018

Customer engagement happens to be a very popular buzzword among most marketing and customer success teams these days. Be a part of any planning and strategy making discussion, and it’s almost impossible not to find a mention of phrases like customer service , customer engagement and customer experience.

Customer Engagement 93

Customer Engagement Engagement Strategy Marketing 93

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Is a lack of consistency letting your customer service down?

Trends 48

Trends Customer Service Contact Center Analysis 48

Eptica

JULY 8, 2016

Date: Friday, July 8, 2016 Delivering what US consumers want. Published on: July 08, 2016. Author: Chris Eideh Knowing your customers is at the heart of designing and delivering the right experience to engage with them successfully. So, what does this mean for customer experience?

Consumers 50

Consumers Self Service Multi-Channel Financial 50

Eptica

JULY 1, 2016

Date: Friday, July 1, 2016 Building a Customer Engagement Hub. Published on: July 01, 2016. Author: Pauline Ashenden Delivering a seamless, high quality customer experience is extremely complex. Orchestrating this changing landscape requires a new approach.

Customer Engagement 50

Customer Engagement Engagement Contact Center Retail 50

OpinionLab

AUGUST 29, 2017

For this, you need to know the specifics of how customers behave and what they actually want. This is exactly why we recently surveyed 24,000 consumers and 1,000 businesses globally. When you look at customer retention across industries, the findings are quite striking. The difference between the 2015 and 2016 figures are clear.

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166

Eptica

AUGUST 26, 2016

Date: Friday, August 26, 2016 What do consumers want from brands today? Published on: August 26, 2016. Author: Derek Lewis Companies understand that meeting customer needs is central to business success. New research from the Institute of Customer Service (ICS) therefore provides some vital insight.

Consumers 48

Consumers Brands Social Media Contact Center 48

ShepHyken

JUNE 23, 2024

My Comment: Let’s start this week’s Top Five Roundup with an article from the Wall Street Journal that indicates customer experience has hit a new low. Forrester surveyed 98,363 consumers’ perceptions of 223 brands across 13 sectors for its latest annual report on CX. The average score has dropped to the lowest it’s been since 2016.

Customer Service 69

Customer Service Loyalty Programs Chatbots Loyalty 69

Optimove

OCTOBER 28, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Gartner results validate that Optimove is the visionary leader in building solutions to empower marketers to deliver highly personalized and relevant multichannel customer journeys. The vision of AI-led marketing is a hallmark of Optimove.

Marketing 52

Marketing CRM Report ROI 52

Verint

MARCH 22, 2018

I love to see new stats and research about the future of customer engagement. These provocative trends are what drive a lot of our thinking here at Verint, as we’re eager to learn if the future trends in these studies align with our experience, and that of our customers, too.

Customer Engagement 38

Customer Engagement Self Service Engagement Infographics 38

Alida

DECEMBER 1, 2016

A report conducted by the tech company LinkedIn, the advisory firm Capgemini and the non-profit Efma found that half of banking customers around the world now use at least one product or service from a fintech firm. In the first quarter of 2016 alone, fintech startups saw an influx of $5.2 Establishing a customer-centric culture.

Customer Experience 193

Customer Experience Financial Banking Culture 193

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Trends 225

Trends Customer Service Chatbots Omni-Channel 225

Natalie Petouhof

SEPTEMBER 8, 2015

One is productivity and it’s affect on customer engagement. 1) What brands need is a design principle that allows organizations to manage their customer-facing activities in a single experience, with no need to export or switch, drastically reducing the time to completion and saving time by automating fundamental tasks.

Customer Engagement 40

Customer Engagement Engagement CRM Analytics 40

Tricia Morris

JANUARY 11, 2016

We’ve all heard the saying “customer service is the new marketing,” but with 89% of companies expected to compete mostly on the basis of customer experience in 2016 (compared to just 36% in 2010)*, it’s not just marketing where customer service makes an impact. Employee Empowerment: Where to Start.

Trends 40

Trends Customer Service Chief Customer Officer CRM 40

Alida

MARCH 21, 2018

Similarly, customer experience (CX) and market researchers must look beyond just fixing individual transactions and in-the-moment interactions with consumers to effectively demonstrate the return-on-investment (ROI) of their research efforts to the executive suite. Relationships bring better customer experiences.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

Currency Alliance

DECEMBER 7, 2016

Several years ago, the idea of customer engagement was much simpler. Merchants could interact with customers in-store or could send them marketing materials via post and email. While the customer is on the train on their way to work, while they are waiting in line for a coffee, or while they lie in bed before they go to sleep.

Customer Engagement 40

Customer Engagement Engagement Social Media Loyalty 40

Provide Support

JUNE 2, 2016

In today’s digital, fast-paced world customer expectations and the rules of customer engagement are rapidly changing. What used to be acceptable and satisfactory in customer service a while ago is no longer enough. While failure to address the changing consumer needs can put your business at risk. Read more.

Consumers 40

Consumers Infographics Customer Service Poor Customer Service 40

Lumoa

JUNE 23, 2021

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service.

Trends 195

Trends Self Service Contact Center Omni-Channel 195

BirdEye

FEBRUARY 15, 2024

With an overwhelming 68% of consumers letting reviews guide their choices, enterprises must know the pulse of the market to craft a stellar reputation. In this blog, we’ll delve into the latest online review trends, insights, and strategies to help you paint a detailed picture of consumer behavior and use it to your advantage.

Automotive 111

Automotive Healthcare Hospitality Retail 111

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Trends 166

Trends Customer Service Chatbots Omni-Channel 166

Michelli Experience

JANUARY 6, 2016

In support of my position, I offer the following: If you want to keep customers in 2016 …. Worry less about your prices and spend more time elevating your customer experience. According to Accenture, customer churn is linked more to bad service moments than to price related issues. Measure and drive employee engagement.

Customer Experience 100

Customer Experience Employee Engagement Competitive Advantage Customers 100

Bold360

MARCH 9, 2017

Consumers no longer peruse and purchase in the same ways, and we cannot approach them as we used to. As Forrester posited, we are in the Age of the Customer, and in this era of immediacy and availability, offering digital self-service is a requirement for any company hoping to provide high-level service for consumers.

Omni-Channel 65

Omni-Channel Self Service Consumers Connections 65

Alida

MAY 8, 2018

Recent research released by the CMO Council found that increasing customer empowerment is “heightening the job security risks of chief marketing officers (CMOs), who are struggling to keep up with new digitally driven ways to engage, satisfy and enrich the experience of more mobile, savvy and fickle consumers.”.

Report 173

Report Customer Experience Leadership Study 173

Lumoa

AUGUST 23, 2021

Changes in behaviors As customer expectations continue to rise, CX leaders have needed to make integrated technologies a priority because seemingly the switch is here to stay for the long-term. Casper, a pioneer in this method, created a text-bot for insomniacs in 2016. This doesn’t have to be strictly for support chat either.

Customer Experience 221

Customer Experience Social Media Video Customers 221

Comm100

JUNE 15, 2022

Digital customer engagement is always evolving. Just as live chat was a technological leap over telephone communication and is proving to be the most essential of all channels, chatbots are the latest technological milestone in customer support. Provide cost-effective 24/7 support to improve customer engagement.

Chatbots 217

Chatbots Industry Customer Service Wait Times 217

ShepHyken

SEPTEMBER 26, 2016

Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. Telecompetitor) Contact center satisfaction has worsened over the last two years despite investments in new customer engagement channels, according to new market research released by BoldChat. by Lia Winograd . Follow on Twitter: @Hyken

Customer Journeys 48

Customer Journeys Customer Service Contact Center Culture 48

Uniphore

NOVEMBER 2, 2021

3 And it only takes one bad conversation with a customer going viral to reach thousands of existing and potential new customers. In fact, bad customer service impacts customer retention more than good customer service. Studies show that 82% of consumers will stop doing business with you.

Omni-Channel 100

Omni-Channel Video Contact Center Sales 100

TechSee

MAY 1, 2018

While more than 90% of utility companies’ overall budget is dedicated to infrastructure and other operating costs, with less than 10% allocated towards customer service, the picture is very different when it comes to AI. Gartner reports that the vast majority of utilities’ investment in AI is earmarked for customer service.

Self Service 132

Self Service Analytics Call Center Report 132

Currency Alliance

OCTOBER 27, 2017

Ryanair carried 106 million passengers in 2016, and carries such as Norwegian, EasyJet, Spirit, Vueling, etc. Fortunately for consumers, governments promote ´liquidity´ in the long-term by ´opening-up´ the technology after a period of time (the patent cliff). For example, Ryanair carried just over 1 million passengers in 1993.

Loyalty 45

Loyalty Customer Engagement Engagement Loyalty Programs 45

CSM Magazine

JUNE 5, 2018

In fact, 72% of consumers claimed to have donated to charity during their purchase, despite the 44% saying they did not know anything about the cause itself. A 2016 study by Deloitte, revealed that millennials were more likely to rate their corporate culture as positive if they participated in community and outreach activities.

Customer Engagement 40

Customer Engagement Engagement Sports Culture 40

Integrate.ai

DECEMBER 4, 2019

Personalization is an important part of modern marketing and customer engagement. By creating personalized campaigns that resonate with people on an individual basis, companies have the potential to forge stronger connections with prospects and customers, strengthen their brand, and boost sales.

Examples 69

Examples Online Experience Consumers Study 69

Alida

JULY 11, 2018

In a panel session moderated by our very own Karen Eisen, experts from Canadian Tire, Jamieson Laboratories, CIBC and Flipp shared how they are using customer insight to improve the customer experience. Canadian Tire: Use insight to meet the needs of different customers. Flipp: Work collaboratively with your CX team.

Industry 141

Industry Brands Banking ROI 141

Eptica

OCTOBER 7, 2016

Date: Friday, October 7, 2016 7 key issues that are holding back digital transformation in insurance. Published on: October 07, 2016. To find out how they are performing, the 2016 Eptica Insurance Multichannel Customer Experience Study evaluated 100 U.S.

Insurance 79

Insurance Social Media Contact Center Infographics 79

Alida

NOVEMBER 25, 2016

For instance, NewsCorp Australia, a 2016 Visionary Award Finalist for Asia Pacific , runs many studies within its insight community, engaging over 5,000 media consumers regularly. The ability to scale customer engagement is a huge motivation to launch an insight community. million in open opportunities.

ROI 100

ROI Measurement Brands Net Promoter Score 100

Martin Hill-Wilson

JUNE 4, 2015

Once you’ve consumed this post please have a look at what he has produced. The average proportion of employees engaged at their work could be as low as just 13%. Engagement levels are lowest in sales and service functions, where most interactions with customers occur. You can grab the sources from his article.

Customer Engagement 40

Customer Engagement Engagement Employee Engagement Roadmap 40

Alida

OCTOBER 4, 2016

Member and customer engagement was a hot topic at our Customer Intelligence Summit in Chicago this year. Frequent and fun activities are generally more effective than long, time-consuming surveys. Vision Critical (@visioncritical) September 20, 2016. Engagement, not entertainment.

Engagement 250

Engagement Strategy Entertainment Exercises 250