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. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

Trends 153

Trends Customer Engagement Engagement Contact Center 153

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. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

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. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

Alida

DECEMBER 22, 2016

We’ve collected 10 of the most insightful predictions that we believe will define not just 2017, but also the years ahead. Consumers have less faith in brands than ever before. Forrester Research is predicting more espionage, ransomware and privacy breaches in 2017. Global uncertainty. Trust as a business currency.

Trends 0

Trends Social Media Advertising e-support 0

ECXO

JUNE 20, 2023

It can be more important than innovation or market dominance. Price and quality matters but consumers and buyers are increasingly making decisions driven by values-based preferences aligned with customer experience. McKinsey with NielsenIQ looked at five years of sales data from 2017 to mid-2022.

B2B 357

B2B Brands Innovation Government 357

Clarivate

JULY 28, 2022

Today we release our annual Innovators to watch report, identifying the companies and institutions whose historical performance demonstrates potential entry to the annual list of Top 100 Global Innovators from Clarivate. In 2022, we made a fundamental change to the Top 100 Global Innovators calculation method.

Innovation 52

Innovation Report Automotive Analysis 52

Alida

JULY 17, 2017

On July 13 2017, over two hundred Vision Critical customers, insights, marketing and CX professionals gathered in Sydney for the Asia Pacific Customer Intelligence Summit, Vision Critical’s 7th annual customer summit. As predicted by Gartner , 89% of businesses will compete primarily on customer experience by 2017.

Customer Experience 172

Customer Experience Hotels Survey Loyalty Programs 172

TechSee

FEBRUARY 19, 2019

One of the keys to innovation in this area is self-service technologies that enable customers to quickly and conveniently resolve problems on their own, especially from their mobile devices. Innovative AI-Driven Self-Service Exhibitors Not to be Missed. Engaging your customers on a personal level is the key to long-term loyalty.

Self Service 95

Self Service Innovation Telecommunications Social Media 95

ReviewTrackers

APRIL 19, 2017

The Forum for Healthcare Strategists is presenting the 2017 Healthcare Marketing & Physician Strategies Summit , to be held May 8 to 10, 2017 at the JW Marriott in Austin, Texas. The Importance of Innovation in Healthcare. Companies must continue to innovate, even after they have grown and matured, Joel suggests.

Healthcare 101

Healthcare Innovation Strategy Marketing 101

QuestionPro Audience

JUNE 22, 2018

pet industry has been growing year after year, with overall sales of pet products and services rising 5% in 2017. It is expected to generate $233 million in 2018, marking an 18% increase from 2017, according to a study by the Consumer Technology Association. Our vet panel is one of a handful in the continental U.S.

Industry 207

Industry Retail Technology Study 207

ReviewTrackers

OCTOBER 3, 2017

Innovation was the highlight at last week’s 2017 SHSMD Connections, the annual conference for healthcare marketing, public relations and communications, and strategic planning professionals. Here’s what we learned: How to Innovate. Apple and Nordstrom are examples of just two companies that have changed consumer expectations.

Connections 56

Connections Healthcare ROI Metrics 56

Maru Group

FEBRUARY 15, 2021

With all the buzz around meal kits in a time of increased at-home cooking, and with so little known about how consumers feel, behave, and think about meal kits, we explored some current trends and sentiments toward the meal kit space. Meal kits play well to the changing tastes being driven by the younger consumer. Think framework.

Innovation 80

Innovation Consumers Brands Communication 80

QuestionPro Audience

AUGUST 16, 2018

A study by The Knot found that the average cost of a wedding in 2017 was $33,391, with high spenders—those spending $60,000 or more—spending an average of $105,130. The spend per guest has increased from $194 in 2009 to $268 in 2017, while guest count has decreased, from 149 in 2009 to 136 in 2017. . REGISTRIES. TECHNOLOGY.

Industry 170

Industry Study Trends Consumers 170

Oracle

NOVEMBER 27, 2019

Today, the customer experience isn’t bound to any one physical or digital space, as 73% of consumers use multiple channels to shop , according to a Harvard Business Review study of 46,000 shoppers. Fast-food restaurants may get even faster thanks to retail innovation in customer service tech. Transforming grocery shopping.

Retail 74

Retail Innovation Trends Ecommerce 74

Uniphore

MARCH 28, 2017

Customer service trends are today driven by the need to meet consumer expectations. However, the evolution of technological innovation together with the shift in the demographics of consumers has led to quickly changing expectations.

Customer Service 100

Customer Service Customer Service Strategies Trends Innovation 100

QuestionPro Audience

FEBRUARY 23, 2018

According to a recent report from SharesPost , consumers are using ridesharing services more than ever before. ridesharing adoption jumped 15 points to 53% in 2017. With industry knowledge, innovative tools, and purchasing power, QuestionPro Audience always meets the rigorous demands of our clients. In fact, U.S

Transportation 239

Transportation Rewards Programs Study Consumers 239

delighted

JUNE 3, 2021

Consumer spending plunged amidst lay-offs and shelter-in-place orders. Niche and boutique stores without an online presence suffered the most, as consumers migrated to big box stores and online shopping to satisfy all their shopping needs in fewer trips. However, this decrease in spending did not affect all retailers equally.

Omni-Channel 101

Omni-Channel Retail Consumers Trends 101

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 Add Value by Utilizing Technological Innovations.

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

QuestionPro Audience

MARCH 23, 2018

Core big domestic beer brands like Budweiser, Miller, and Coors were down 3% in 2017, and have been declining every year since 2011. While consumers purchase rose year-round, rosé outpaces all other wines as consumer’s drink of choice for the summer. Millennials are saying sayonara to the big beer industry. ROSÉ ALL DAY.

Industry 231

Industry Study Innovation Report 231

ShepHyken

DECEMBER 18, 2017

The Customer Experience Effect: A Look at We Learned in 2017 and What’s Ahead by Liliana Petrova. Every consumer wants to feel as though the brands they support view them as a unique entity, rather than another customer identification number. My Comment: This very short article is about personalization.

Customer Journeys 79

Customer Journeys Customer Service Infographics Customer Service Training 79

Experience Investigators by 360Connext

JANUARY 23, 2024

Streaming platforms, podcasts, and even this article are self-selected by the media consumer. 71% of consumers expect companies to deliver personalized experiences, according to McKinsey. Back in 2017, Microsoft reported that 77% of consumers view brands more positively if they proactively invite and accept customer feedback.

Trends 143

Trends Self Service Customer Experience Customer Journeys 143

QuestionPro Audience

SEPTEMBER 14, 2018

Consumers are looking for warm comfort food and substantial drinks, and we are talking the top trends for fall 2018. Consumers are turning away from the traditional bottle packaging for wine. Fall brings football season and tailgating, and smart wine brands realize consumers want alternative options to the traditional beer.

Trends 170

Trends Consumers Report Innovation 170

QuestionPro Audience

MAY 25, 2018

In addition to the rising temperatures, consumer spending is up! Keep reading to learn who, what, where, and most importantly, how much consumers are spending this Memorial Day weekend. million Americans—5% more than in 2017— plan to travel this Memorial Day weekend. We did the research, so you don’t have to. An estimated 41.5

Apparel 150

Apparel Travel Hotels Infographics 150

NICE inContact

JUNE 28, 2017

Technology has dramatically changed consumer expectations over the last 10 years with companies who want to lead in the digital customer experience finding ways to utilize technology in smarter ways. So what trends will have an impact in 2017? Innovative companies look to new technology to engage in new ways with their customers.

Report 120

Report Customer Experience Self Service Trends 120

Oracle

OCTOBER 30, 2019

Direct to consumer (DTC) brands are transforming the entire ecommerce industry, according to new research. AI can be used to predict consumer behavior or target specific groups of potential or existing customers, as well as related ones. They’re not just reimagining the product, but the sales experience as well.

Retail 52

Retail Consumers Ecommerce Advertising 52

Maru/HUB

FEBRUARY 2, 2018

In our last post, we argued that innovative experiences such as Amazon Go, makes it difficult to gain rich insight in the form of a real conversation. An interesting study conducted by Aspect in 2017 revealed that amongst the 1,000 American consumers surveyed, nearly a third would rather clean a toilet than talk to customer service.

Omni-Channel 80

Omni-Channel Consumers Self Service Effort Score 80

CSM Magazine

JANUARY 23, 2017

For me, this challenge is compounded by the rapid pace of innovation in both the core Customer Relationship Management (CRM) space and the adjacent technologies that influence the core. The evolution of these areas has created a springboard effect in the trends for 2017. By now, mobility is a given.

CRM 40

CRM Multi-Channel User Experience Chatbots 40

QuestionPro Audience

APRIL 11, 2018

Consumers, get ready to see even more influencer marketing on your social media channels. A recent study found that consumers find micro-influencers to be more engaging and trustworthy than celebrities or personalities with more than 250,000 followers. TRAILBLAZERS. These content creators who have 1 million to 19.9

Social Media 150

Social Media Advertising Consumers Study 150

QuestionPro Audience

MAY 18, 2018

But as a generation that is on the cusp of surpassing baby boomers as the nation’s largest living adult generation , it’s important for brands to take notice of the trends they’re setting as consumers. In 2017, more than 514 million business trips were taken, spending a total of $424 billion.

Travel 186

Travel Airlines Transportation Guidelines 186

QuestionPro Audience

MAY 31, 2018

The consumer trends of the millennial generation have been a hot topic for many brands, and now the focus has moved to the up-and-comers, Generation Z. We look at three industries that will likely have trouble keeping members of Gen Z as consumers. What does this mean for certain brands? Today’s teens do not “like” Facebook.

Industry 199

Industry Social Media Study Trends 199

Customer Alignment

DECEMBER 18, 2017

As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. 2017 promised such a lot. From what we can see, most of the efforts and focus in 2017 have been on beginning to ‘listen’ to customers and naturally act upon this information. What did we hear, what did we see?

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer CEM 45

ShepHyken

NOVEMBER 27, 2017

Josh Linkner, innovation guru, shares four core ideas that build loyalty. Maritz Motivation) Most consumers join loyalty programs with self-serving motives. But, that doesn’t mean that consumers don’t appreciate brands who give them the flexibility to use their points and miles to give to others. Follow on Twitter: @Hyken.

Customer Service 76

Customer Service Loyalty Programs Loyalty Retail 76

Clarabridge

FEBRUARY 23, 2017

It’s *your* turn to take the stage and show us how you’ve been innovating and improving your customer’s experience. We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. They will be awarded two free passes to the C3 2017 event.

Customer Experience 49

Customer Experience Hotels Airlines Social Media 49

COPC

OCTOBER 10, 2017

Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice: Opinions, Perceptions and Expectations , was recently released during the Execs In The Know Customer Response Summit, Chicago, on September 19-21. From now until November 17, 2017, COPC Inc.

Consumers 40

Consumers Multi-Channel Survey Customer Care 40

Oracle

MARCH 28, 2019

The business-to-consumer landscape is constantly shifting, especially as new technologies appear that make it easier, faster, and more effective to sell directly to buyers. Check out these 3 ways B2C is changing along with the buying habits of the modern consumer, and how technology is helping keep the pace. What is B2C?

B2C 73

B2C Consumers Retail Ecommerce 73

AWS Machine Learning

NOVEMBER 6, 2024

Manually transcribing and analyzing it can be time-consuming and resource-intensive. This approach is time-consuming and as organizations amass vast amounts of this content, the need for a more efficient and insightful solution becomes increasingly pressing.

Call Center 103

Call Center Video Contact Center Financial 103

Maru Group

FEBRUARY 15, 2021

With all the buzz around meal kits in a time of increased at-home cooking, and with so little known about how consumers feel, behave, and think about meal kits, we explored some current trends and sentiments toward the meal kit space. It employs all aspects of our Feel. Think framework. This tells us how they feel.

Innovation 52

Innovation Consumers Brands Communication 52