Verint

DECEMBER 8, 2016

As you start to finalize 2017 planning for your organization, have you looked “outside in” and gathered ideas and insights from other organizations for the customer engagement optimization elements of your planning?

Loyalty 44

Loyalty Customer Engagement Engagement Interaction 44

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. And email use is also on the rise, doubling from year to year!

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

Currency Alliance

JUNE 11, 2017

Loyalty program announcements so far this year indicate a major sea change. To get customers re-engaged, brands are making it easier to participate in their loyalty programs and are offering enhanced ways to redeem – so customers can make use of even small amounts of points/miles.

Loyalty 52

Loyalty Loyalty Programs Multi-Channel Rewards Programs 52

Thunderhead

JULY 2, 2018

Of all the industries, they have a very genuine association with customer engagement – and are uniquely placed to achieve this. Of all the industries, Building Societies have a very genuine association with customer engagement– and are uniquely placed to achieve this.

Customer Engagement 40

Customer Engagement Engagement Banking Financial 40

Currency Alliance

JUNE 11, 2019

“Extra” was a 4% interest rate which earned the average working family £100-200 a year – the kind of value you can earn from a supermarket loyalty card. Economic cycles aside, though, the real problem is that it attracts entirely the wrong sort of customer. in 2017[vii]. Card attrition rates rose to 15% in 2018 from 10.5%

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Verint

MARCH 15, 2017

Have you or someone within your organization used Verint software—including Contact Solutions, Telligent, Adtech and OpinionLab—to optimize customer engagement? Has this person helped increase customer satisfaction, build customer loyalty, drive revenue, improve operational efficiencies, and/or heighten employee morale?

Engagement 34

Engagement Customer Satisfaction Loyalty Customer Engagement 34

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. And email use is also on the rise, doubling from year to year!

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

ECXO

JUNE 20, 2023

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. As Forrester pointed out, focussing on post-sale customer engagement is crucial.

B2B 353

B2B Brands Innovation Government 353

Comm100

MARCH 4, 2021

For those companies wanting to excel in their customer interactions, more is required. Micro-personalization can be used to quickly honor the customer as an individual, demonstrate that you understand their unique preferences, and ultimately earn their loyalty.”. Customer satisfaction shone. Mobile isn’t going anywhere.

Data 131

Data Omni-Channel Effort Score Report 131

Alida

MARCH 21, 2018

Unfortunately, most people don’t like their experience participating in market research, according to the 2017 GRIT Consumer Participation in Research study. If companies don’t do anything about this issue, they risk losing the trust and participation of customers.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company. Contact Customers on their Preferred Channel.

Contact Center 44

Contact Center Customer Engagement Engagement Customer Service 44

CSM Magazine

JUNE 5, 2018

Not only will volunteering with charity help gain traction with new and exciting customers, it provides the perfect opportunity to get involved in your community. Boost Loyalty in Customers.

Customer Engagement 40

Customer Engagement Engagement Sports Culture 40

Alida

JUNE 30, 2017

. – Understanding how customers engage with your brand. – Reclaiming the customer conversation. Once implemented, Miller explains, these steps lead to authenticity, which in turn inspires loyalty in customers. This keeps the customer engaged with your brand, rather than looking at outside sources.

Automotive 138

Automotive Industry How To Customer relationships 138

Optimove

JULY 24, 2024

Among the products offered by Scientific Games are print and digital games, engagement programs, and web and mobile products. “We We offer a wide range of expertise, from product development to analytics and research to marketing and loyalty program support, where $9.3 billion in 2017. billion in 2024 to $7.41

Innovation 52

Innovation Social Media CRM Government 52

Verint

MAY 23, 2017

The 2017 Engage Global Customer Conference in sunny Orlando, Florida has kicked off and is going strong! We are delighted to welcome users of solutions and services from Verint as well as the latest additions to our family of companies—Telligent, Contact Solutions and for the first time, OpinionLab.

Conference 36

Conference Engagement Customers Company 36

ShepHyken

FEBRUARY 26, 2018

Can awful airline customer service be overridden with AI and analytics? tnooz) After the debacles that occurred within domestic air travel in 2017, it’s clear airlines need to look carefully at their customer service tactics. Why Paid Memberships Are the New Loyalty by Doug Stephens. by Scott Kendrick. by Nick Ismail.

Airlines 78

Airlines Customer Service Loyalty Programs Chatbots 78

CloudCherry

MARCH 19, 2019

While these metrics can help CX and marketing teams tell descriptive stories about the state of the customer’s experience, they aren’t credible when it comes to making business decisions. NPS was always meant to be a proxy for true customer loyalty, because we didn’t have the means to measure it before. Reduce Costs.

Financial 218

Financial Metrics Customer Journeys NPS 218

Oracle

MARCH 6, 2020

Accelerating customer engagement. Customers expect rapid service, and they eventually become impatient when faced with the pulsing dots in a messaging app that indicate the person on the other end is carefully typing out a response. Here are three ways conversational AI can assist humans in providing a stellar CX.

Chatbots 92

Chatbots Customer Experience Omni-Channel Customer Experience Professionals 92

Verint

MAY 25, 2017

Activities continued this week in Orlando as part of the Verint Engage 2017 Global Customer Conference at the Loews Royal Pacific Resort. Click here for a look back at how the event opened.

Conference 39

Conference Engagement Customers Customer Focused 39

BirdEye

NOVEMBER 20, 2023

We’re living in an era of customer engagement, where every delighted client can become your best marketer. This strategy transforms satisfied customers into brand champions who actively refer new business. Yotpo Yotpo leverages customer reviews to boost referral efforts.

Software 65

Software Marketing Multi-Channel e-support 65

Eptica

JANUARY 19, 2017

Date: Thursday, January 19, 2017 Capturing emotion for a better APAC customer experience. Published on: January 19, 2017. However, in today’s competitive markets this is no longer enough to win and retain customer loyalty. This is particularly true as we move into 2017. Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Loyalty Consumers 48

inQuba

NOVEMBER 16, 2018

[Johannesburg] 20 November 2018 – South African Customer Experience and Journey Analytics SaaS provider inQuba has been covered by international analyst group Gartner in its Market Guide for Voice-of-the-Customer Solutions 2018 for its Voice-of-the-Customer (VoC) platform. Contact us Contact us. Request a demo.

Marketing 58

Marketing Analytics Customer Journeys Report 58

CSM Magazine

FEBRUARY 28, 2020

About Creative Virtual: Creative Virtual , winner of Frost & Sullivan’s 2019 AI-Enhanced Customer Self-Service Leadership Award and the Queen’s Awards for Enterprise: Innovation 2017, is a world leader in self-service solutions that enable anywhere, anytime customer engagement between brands and their customers.

Self Service 59

Self Service Virtual Agent Multi-Channel Chatbots 59

ReviewTrackers

NOVEMBER 10, 2017

According to the 2017 Online Reviews Survey , only 39 percent of local search users actively use rating filters. Another interesting finding from the 2017 Online Reviews Survey is how local search users look out for specific parts of search results as part of their research process. How Online Reviews Affect Local Search. Star Ratings.

Consumers 100

Consumers Hotels Study Brands 100

Verint

DECEMBER 14, 2016

Over the years, one question has become an integral part of my process of closing out one year and beginning a new one: What will the brand’s promise and purpose be in 2017? Is there room for improvement?

Brands 31

Brands Customer Experience Customer Focused Customer Satisfaction 31

Verint

JANUARY 23, 2017

Organizations that strike this balance effectively can offer a broader range of customer service options to meet the needs that stem from constantly evolving customer preferences.

Customer Experience 20

Customer Experience Contact Center Customers Meeting 20

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? Published on: January 12, 2017. Author: Pauline Ashenden As we move into 2017, now is a good time to review last year and use the insight to plan for the future. What were the big trends and how will they evolve moving forward?

Trends 48

Trends Customer Service Contact Center Analysis 48

Comm100

JULY 20, 2020

The current Covid-19 pandemic has dramatically affected operations, forcing businesses to realign their focus towards online customer engagement. Since everything is automated, brands don’t need to worry about not being available to their customers. This, in turn, increases customer confidence and loyalty.

Social Media 133

Social Media Chatbots ROI Brands 133

CSM Magazine

FEBRUARY 28, 2020

About Creative Virtual: Creative Virtual, winner of Frost & Sullivan’s 2019 AI-Enhanced Customer Self-Service Leadership Award and the Queen’s Awards for Enterprise: Innovation 2017, is a world leader in self-service solutions that enable anywhere, anytime customer engagement between brands and their customers.

Self Service 52

Self Service Virtual Agent Multi-Channel Chatbots 52

Verint

FEBRUARY 21, 2017

What will your brand’s promise and purpose be in 2017, and where does the Customer Experience (CX) Program fit in? Milestones are important reminders. Perhaps more importantly, what should we as CX professionals consider about the brand?

Brands 24

Brands Customer Experience Customer Focused Customer Satisfaction 24

Optimove

OCTOBER 24, 2019

What drives loyalty, and how much effect do we have on it? Think about marketing professionals from lastminute.com, ZEE5, Carbon38, Groupe Dynamite, MyTheresa, GlassesUSA, Lifesum, Rebecca Taylor, DVF, Culture Trip, and Talkspace gathering and answering burning questions, such as how to create value for every customer, always?

CRM 53

CRM Connections Groups Strategy 53

Bold360

APRIL 27, 2017

Travel and tourism can be difficult areas for retaining customer loyalty, with websites set up exclusively to pit brands against one another on the best deals for hotels and rock-bottom prices on flights. Inspiring Real Loyalty, No Cards in Sight. Time and time again they top the list of airlines to which customers feel loyal.

Tourism 56

Tourism Travel Customer Service e-support 56

TechSee

FEBRUARY 19, 2019

Digital Transformation: Reinventing your Customer Relationships. Engaging your customers on a personal level is the key to long-term loyalty. From conversational commerce to crowdsourced design, eye-level interactions with customers are at the heart of the next wave of customer experience innovations.

Self Service 95

Self Service Innovation Telecommunications Social Media 95

ShepHyken

NOVEMBER 13, 2017

(CustomerThink) Customer experience (CX) has gained a newfound glory in today’s industrial landscape. CX along with employee engagement are the focal points for companies who are looking to improve brand loyalty and customer engagement. Salesforce CEO Marc Benioff: ‘Loyalty is dead.’

Customer Service 15

Customer Service Chatbots Social Media Loyalty Programs 15

Verint

MAY 1, 2017

CX Sydney 2017. Verint’s Martyn Riddle, marketing director, Asia Pacific region, will present as part of a panel called “Customer-Obsessed Game Changers” at this Forrester event at 2:50 p.m. May 9; Sydney, Australia.

Customer Focused 27

Customer Focused Loyalty Culture Groups 27

PK

FEBRUARY 21, 2020

Uncovering actionable customer insights in retail. Using analytics, companies can put insights from big data to work and better understand customers. A 2017 survey found that retailers are leaving nearly $150 billion on the table by not using customer data to their advantage.

Analytics 52

Analytics Self Service Transportation Retail 52

Connective DX

FEBRUARY 21, 2020

Uncovering actionable customer insights in retail. Using analytics, companies can put insights from big data to work and better understand customers. A 2017 survey found that retailers are leaving nearly $150 billion on the table by not using customer data to their advantage.

Analytics 52

Analytics Self Service Transportation Retail 52