TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers. 360-degree view of your customer.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

GetFeedback

AUGUST 14, 2019

The ACSI is an economic indicator that measures the satisfaction of consumers across the U.S. In the latest measurement, in Q1 2019, the ACSI was 76.5 To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018. Go beyond basic analytics. out of 100.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Calabrio

JULY 25, 2019

2018 “Leader” Consumer Cellular saved money, significantly improved service levels and decreased abandon rates by using Calabrio ONE to manage agent schedules and automate critical contact center reporting. Tiffany & Co. The Integrator creatively connects technology systems to turbocharge progress against any contact center goal.

Contact Center 153

Contact Center Abandon Rate Innovation Government 153

Up Your Service

SEPTEMBER 22, 2018

Service Council’s 2018 Smarter Services Symposium was held in Chicago with 250 delegates representing 100+ service organizations all gathering under the theme: “Service is Humanity”. Topics included disruptive technology, uberization of the workforce, data analytics, supply chains, employee culture, customer experience, and much more.

Trends 74

Trends Measurement Competitive Advantage Metrics 74

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. Eighteen months ago, we weren’t seeing interactive devices in our homes that responded to our every request (i.e. New CX Predictions.

Customer Journeys 72

Customer Journeys Contact Center Consumers Financial 72

Avaya

FEBRUARY 13, 2019

We measure success for Digital Customer Experience (DCX) initiatives in many ways – revenue generated, cost reduction ratings, or churn reduction, to name a few. But ultimately, we want customers to walk away elated from any interaction. But what actually makes a good customer interaction? I got what I needed.”

Interaction 45

Interaction How To B2B B2C 45

NetBase

MAY 20, 2019

We’re here to help marketers prove they’re putting their brand’s money where the engagement is with analytics tool tips that they can implement immediately. Capturing relevant analytics to support a brand’s social media spend is challenging in itself, made so much more so when the rules of the road are in a constant state of flux.

Analytics 58

Analytics Banking Airlines Comparison 58

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

As a result, the ways we measure, analyze and improve the experience are becoming more and more sophisticated. What are some of the customer experience trends we’ll see through the end of 2017 and into 2018? Most have realized it takes a combination of measurements to get it right. Soft Data is Perfectly OK.

Trends 244

Trends Net Promoter Score Effort Score Banking 244

SurveySparrow

JANUARY 5, 2021

They’re not aware of the benefits of employee experience, or they don’t know how to measure the returns on employee experience. However, businesses may find it hard to measure the returns on employee experience. Here’s how you can measure return employee experience to gain long term success. .

Employee Experience 52

Employee Experience Measurement Net Promoter Score Effort Score 52

NetBase

OCTOBER 12, 2018

You know Social Media Analytics are important – yet 81% of executives surveyed don’t feel their company is using social to its full potential. Mentions aren’t everything – they’re certainly not enough on their own – BUT… Mentions are a measure of brand awareness. All are part of any state-of-the-art Social Analytics tools suite.

Social Media 49

Social Media Analytics Metrics Airlines 49

Customer Alignment

JANUARY 21, 2018

We have all seen a range of articles talking about predictions for Customer Experience in 2018. Forrester have called it ‘ A year of Reckoning’; they state that there is “a burning platform mandating bold action” but also that 30% of companies will see further declines in CX quality in 2018. Most tech is merely an enabler.

Net Promoter Score 40

Net Promoter Score NPS Customer Journeys Exercises 40

Retently

JUNE 24, 2018

Besides this, they have more specific analytics and reporting features, allowing you to efficiently gather, analyze and act on the received customer feedback. Last but not least, in-app surveys are used extensively by the majority of SaaS businesses or those interacting with customers in an online portal. Multiple NPS campaigns.

NPS 108

NPS Net Promoter Score Software How To 108

Storyminers

JULY 7, 2020

The answer to this question is the same as it was in 2016 and will be the same as in 2018. #1 Machine vision, predictive analytics, interactive tech, responsive digital displays, and many other once futuristic visions have become common in just a few years. Is there a measurable correlation between CX and revenue?

Contact Center 147

Contact Center Customer Expectations Management Wireless 147

Talkdesk

NOVEMBER 29, 2017

To help contact centers make the most of their valuable time and help you avoid digging through all the resources available online, we pulled together a list of five must-see videos to address the hottest contact center topics in 2018 like transforming your contact center and preparing for the insurgence of artificial intelligence.

Contact Center 40

Contact Center Video Call Center Hotels 40

C3Centricity

MAY 25, 2020

Although companies realize they desperately need to dig into data analytics to maintain their business position, 45% surveyed think their current internal IT development cycles are not sufficient for new analytics and don’t fulfill their business requirements. Improving health and well-being. ” Bold words indeed! Get Answers.

Technology 216

Technology Analysis Data Consumers 216

Avaya

APRIL 10, 2019

2 technology they expect to transform Digital Customer Experience (DCX), behind customer success analytics tools. In Nemertes’ 2018-19 Digital Customer Experience research study of 697 organizations, we found companies already are relying on AI to transform their customer experience. In fact, those transformations already have begun.

Contact Center 71

Contact Center Self Service Virtual Agent Analytics 71

Kerry Bodine

JUNE 5, 2019

As I see it, journey managers set the strategic direction for a journey — like onboarding — and work across the organization to ensure that improvements to both front-end onboarding interactions and behind-the-scenes onboarding processes/policies/tech/etc. Journey Measurement. get prioritized and implemented.

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

Avaya

JANUARY 14, 2019

Devoting resources to DCX is a wise move, according to Nemertes’ 2018-19 Digital Customer Experience research study of 697 IT and business leaders across North America, Europe, and Asia-Pacific. Analyze employee interactions with customers to continually improve them. 37% increase in digital sales. 65% increase in customers won.

Customer Experience 73

Customer Experience Competitive Advantage Social Media Metrics 73

Kerry Bodine

JUNE 5, 2019

As I see it, journey managers set the strategic direction for a journey — like onboarding — and work across the organization to ensure that improvements to both front-end onboarding interactions and behind-the-scenes onboarding processes/policies/tech/etc. Journey Measurement. get prioritized and implemented.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

As I see it, journey managers set the strategic direction for a journey — like onboarding — and work across the organization to ensure that improvements to both front-end onboarding interactions and behind-the-scenes onboarding processes/policies/tech/etc. Journey Measurement. get prioritized and implemented.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Forrester's Customer Insights

MAY 16, 2018

Marketers need to wrangle the messy interactions across journeys and use solutions to enable data-drive planning. The Forrester Wave: Marketing Measurement And Optimization Solutions Q2 2018 guides marketers in selecting the right vendors based on their capability needs. Join our webinar on May 23rd […].

Measurement 22

Measurement Marketing Interaction Data 22

Kitewheel

JANUARY 4, 2019

In this post, we will share a few reflections on the successes and failures of customer journeys from 2018 and four key customer journey predictions for the new year. 2018 was a fascinating year for customer journeys all around the world. That proved to be true in 2018, and we expect that 2019 will continue this growth.

Customer Journeys 45

Customer Journeys Analytics Trends Customers 45

Guavus

FEBRUARY 11, 2019

Putting AI and analytics tools to work alongside their deep-packet inspection (DPI) classification engines, providers can learn a lot more about their customers, then categorize them in understandable ways that allow the provider’s marketing department to approach them with targeted, personalized and meaningful service offers.

Customer Experience 51

Customer Experience Marketing Video Analytics 51

Kitewheel

AUGUST 14, 2020

Well, according to a 2018 survey, only 49% of US consumers believe that companies provide a better customer experience. To succeed, businesses need to measure, decide, and act on the experience for every customer. How to Measure Customer Experience . For example, surveys are a great way to measure your net promoter score.

Net Promoter Score 52

Net Promoter Score Customer Experience Effort Score Social Media 52

Eptica

JULY 25, 2018

Date: Wednesday, July 25, 2018 Author: Taoufik Massoussi - Product Manager & Head of AI Why traditional VoC metrics don’t deliver the insight you need to succeed. Published on: July 25, 2018. Analyzing at scale Brands interact with consumers millions of times every day. This delivers real, measurable ROI from VoC programs.

Net Promoter Score 50

Net Promoter Score Metrics Average Handle Time Return on Investment 50

Eptica

DECEMBER 11, 2019

And what better way of doing this than exploring the 2019-20 Contact Babel UK Contact Centre Decision-Makers’ Guide , sponsored by Enghouse Interactive. The world is becoming increasingly digital One in four interactions is now digital, which brings a variety of benefits for consumers and for businesses.

Self Service 75

Self Service Customer Service Social Media NPS 75

ShepHyken

NOVEMBER 4, 2022

In India alone, the IT BPO industry generated around $154 million in revenue in 2017-2018, according to Brandongaille. . Well-structured and Optimized CX Analytics . By tracking the right metrics, BPOs can also measure the quality of their support and work on improving their service accordingly.

Self Service 65

Self Service Customer Experience Multi-Channel Call Center 65

Storyminers

JANUARY 24, 2017

The answer to this question is the same as it was in 2016 and will be the same as in 2018 ? Machine vision, predictive analytics, interactive tech, responsive digital displays, and many other once-futuristic visions have become common in just a few years. Is there a measurable correlation between CX and revenue?

Contact Center 133

Contact Center Omni-Channel Brands Hospitality 133

West Monroe

FEBRUARY 21, 2022

We’ve identified three main focal points to accelerate the establishment of a patient-centric life sciences organization: strategy and structure; data and analytics; and products and platforms. There's so much to consider in the transition to patient centricity. These partnerships have seen success across the industry.

Healthcare 52

Healthcare Analytics Data Industry 52

Hallmark Business Connections

AUGUST 11, 2021

Your goals and measurements will differ from your digital metrics and strategies. There are no Facebook pixels to track or site analytics to measure conversions. You may have to be creative in determining how to measure the results of your direct mail campaign. 5 ways to harness direct mail’s potential.

Marketing 74

Marketing Social Media Omni-Channel Handbook 74

RapportBoost

FEBRUARY 10, 2019

A 2018 Forrester report states that email is still the most common channel for customer support. The report states that the total handle time of an interaction was 14 minutes, involving 28 replies to resolution. Studies show that this metric is more important than any other parameter in measuring a customer support strategy.

Retail 58

Retail Metrics Social Media Study 58

Education Services Group

OCTOBER 21, 2021

And McKinsey & Company advocated for utilizing the CoE model to drive advanced analytics transformations back in 2018. Similar to creating a Customer Success project charter , your CoE’s charter will become the blueprint you’ll use to design and measure the new initiative. Data and analytics.

Customer Success 52

Customer Success Metrics Analytics Guidelines 52

ShepHyken

DECEMBER 20, 2019

Salesforce conducted a survey in 2018. The long-form piece delves into collecting and measuring customer feedback, building customer roadmaps, monitoring your touchpoints and applying solutions with proven success rates. When we advocate for a business, we recommend it to other people. The results are eye-opening. •

Customer Experience 83

Customer Experience Roadmap Financial Contact Center 83

Eptica

JUNE 27, 2018

Date: Wednesday, June 27, 2018 Author: Olivier Njamfa - CEO & Co-Founder What does CX actually mean? Published on: June 27, 2018. This means that it cannot be measured solely using concrete metrics. But what does it actually mean, and how does it impact your business?

Social Media 55

Social Media CRM Poor Customer Service Customer Satisfaction 55

Thunderhead

MARCH 25, 2019

In 2018, Thunderhead was named as a Leader in the Forrester Wave for Customer Journey Analytics for the second time. So it is little wonder that Forrester provides a seal of approval with its Analytics Visioning and Orchestration Wave reports. Customer Experience is getting the recognition it has long deserved.

Customer Journeys 40

Customer Journeys Customer Centricity Analytics Report 40

Thematic

JUNE 21, 2021

We’ve analyzed over 2,300 reviews by Tableau and Power BI users with our proprietary text analytics solution Thematic. Salesforce’s Tableau describes itself as “the most beloved modern analytics platform in the world”. PCMag In 2018 Microsoft’s Power BI earned a rave review from PCMag with an overall score of 4.5/5

Tools 62

Tools Data Analysis Analytics 62

PeopleMetrics

FEBRUARY 12, 2018

If you think of your customers as guests, and make every interaction with them feel like they're a guest coming into your home, your business will change dramatically. Start by thinking about how your customer would feel interacting with your company at any given point in time. Photo by +Simple on Unsplash. Sean holds a Ph.D.

Hospitality 64

Hospitality CEM e-support Competitive Advantage 64