Hero Digital

DECEMBER 11, 2018

But as products and services continue to emphasize customer satisfaction, the future of brand differentiation will be creating emotional brand experiences. Brand loyalty is at an all-time low, but values-driven connections are tipping the scale for customers across generations. Enter your brand. Reassurance.

Omni-Channel 42

Omni-Channel Connections Brands Healthcare 42

Optimove

DECEMBER 18, 2018

Another year (almost) behind us, another Optimove Connect in the relationship marketer’s books. 2018 brought twice as many pink-hued lightbulbs, shining a light on 500 attendees, 12 workshop leaders, and 15 speakers sharing, absorbing, and discussing the current and future state of CRM.

Connections 53

Connections Conference CRM Consumers 53

AskNicely

AUGUST 29, 2018

Brands that embrace these new NPS best practices unlock accelerated growth and long-term advocacy because they possess an advantage on customer experience. Connecting NPS-Based Customer Centricity to Business Growth. So it made sense to show how brands across industries, use cases, and job roles view NPS. Adoption of NPS.

NPS 150

NPS Net Promoter Score Metrics Culture 150

CX Journey

DECEMBER 20, 2017

This makes for a strong brand image that’ll remain on their minds. 73% of customers prefer to solve a problem with a real person, but there’s another side to that coin: 32% of customers think the phone is the most frustrating way to connect with a business. Primarily, that you must be prepared to play on their court.

Communication 137

Communication Brands Social Media Touchpoint 137

Kayako

JANUARY 24, 2018

Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences. That’s because smart companies know they’ll be competing on customer experience: Gartner predicts customer experience will overtake price and product as the key brand differentiator.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

Alliance by IFS

DECEMBER 18, 2018

With 2018 almost at an end, let’s take a moment to reflect on all the exciting things we’ve done here at Astea and all the transformative changes that have swept the entire field service industry. Alliance Enterprise Launched September 2018. In 2018, we revealed our brand new version of the Alliance platform called Alliance Enterprise.

Infographics 83

Infographics Conference Video Software 83

Alida

NOVEMBER 10, 2017

Which emerging technology trends will shape the business world in 2018, and how will they change consumer behaviors and expectations? For 2018, experts believe smarter, cutting-edge technology will enable companies to provide better customer experiences and get more useful insight and data. Intelligent apps, analytics and things.

Trends 174

Trends Retail e-support Technology 174

Oracle

JANUARY 24, 2018

Here are four tech trends that are driving innovation in CRM in 2018, and helping organizations reach and engage their target audiences across channels. Artificial intelligence will prove to be one of the most prominent means of innovation in CRM in 2018. Read more on trends in CRM software in 4 Trends for CRM in 2018.

CRM 111

CRM Trends Software Customer Relationship Management 111

Optimove

DECEMBER 16, 2018

The post Connect 2018 Opening Remarks: The State of the Brand/Customer Relationship appeared first on Optimove.

Customer relationships 40

Customer relationships Connections Brands Customers 40

Oracle

JANUARY 25, 2018

In 2018, SMBs must improve their to ensure they are on the right road to success. A: SMBs need to have a clear defined strategy on creating thought leadership for their brand, e.g. how will their brand have a more human look and feel? In 2018, SMBs must improve their to ensure they are on the right road to success.

Tips 110

Tips Customer Experience Social Media Consulting 110

Optimove

DECEMBER 16, 2018

The post Connect 2018 Opening Remarks: The State of the Brand/Customer Relationship | Optimove Video appeared first on Optimove.

Customer relationships 40

Customer relationships Video Connections Brands 40

CX Accelerator

JANUARY 25, 2019

Originally posted on ICMI.com November 5th, 2018 People love to talk about Employee Experience (EX), especially in the context of Customer Experience (CX). Establishing a meaningful connection between your employee experience and the Customer Experience is very difficult. Sadly, it's often just talk. Not at all. ."

Connections 140

Connections Effort Score How To Self Service 140

Alliance by IFS

DECEMBER 18, 2018

With 2018 almost at an end, let’s reflect on the best field service resources from this year. With 2019 right around the corner, we put together a list of the top 3 webinars, infographics, whitepapers and videos from 2018. 2018 Field Service Trends: The 6 biggest field service trends we saw in 2018. Happy learning!

Resources 83

Resources Infographics ROI Social Media 83

Alliance by IFS

DECEMBER 18, 2018

With 2018 almost at an end, let’s take a moment to reflect on all the exciting things we’ve done here at Astea and all the transformative changes that have swept the entire field service industry. Alliance Enterprise Launched September 2018. In 2018, we revealed our brand new version of the Alliance platform called Alliance Enterprise.

Infographics 70

Infographics Conference Video Software 70

Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? Now, luckily for everyone and especially the customers, more and more brands put more and more effort into developing its customer experience. How to overcome those challenges? So, what should we expect in the nearest future?

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Vonage

APRIL 12, 2018

This philosophy provided the inspriation for his opening keynote – and rap performance – at Pulse 2018, Gainsight’s annual conference for Customer Success professionals to share best practices, learn about new developments and network with peers in the industry. This purpose also informs our approach to Customer Success.

Customer Success 120

Customer Success Contact Center Conference Sports 120

PK

MARCH 15, 2018

The Adobe Summit provides a fantastic opportunity to learn how brands are leveraging different pieces of the Experience Cloud to help enable their businesses, and gives us valuable insight into the future Experience Cloud product roadmap. The post Connect with Lenati at Adobe Summit 2018 appeared first on Lenati.

Connections 40

Connections B2B Roadmap Conference 40

ProProfs Chat

JULY 30, 2021

Be it a small or a big business, good brand perception is the common business goal. The ultimate verdict on any brand is given by its customers. Brand perception is a crucial indicator of how well your customers are able to connect with your brand: What are their feelings and emotions when they think of you?

Brands 111

Brands Net Promoter Score Social Media e-support 111

Alliance by IFS

DECEMBER 18, 2018

With 2018 almost at an end, let’s reflect on the best field service resources from this year. With 2019 right around the corner, we put together a list of the top 3 webinars, infographics, whitepapers and videos from 2018. 2018 Field Service Trends: The 6 biggest field service trends we saw in 2018. Happy learning!

Resources 62

Resources Infographics ROI Social Media 62

Oracle

SEPTEMBER 4, 2019

Omnichannel strategies are key to a connected customer experience. Companies are always looking for different ways to connect with consumers, and one way to do that is to be present in all the ways that customers are begging for them to show up. Live chat is also a game changer with regard to how customers experience a brand.

Connections 71

Connections Customer Experience B2C B2B 71

Currency Alliance

DECEMBER 18, 2017

There are of course many trends taking shape, but we thought we would take a look at what we consider to be the three top loyalty trends for 2018, and the implications of these for both brands and customers. Everyone knows that trust is key in brand loyalty. This is something that we see gathering pace in 2018.

Loyalty 49

Loyalty Trends Brands Loyalty Programs 49

SurveyGizmo

DECEMBER 13, 2017

With the new year ahead, there is no better time than now to start discussing 2018 customer experience predictions. Customer Experience in 2018 Will Cater Toward Achieving Emotional Loyalty. Technology once held the promise of closing the distance between brand and customer,” according to Forrester. The distance grows again.

Customer Experience 58

Customer Experience e-support Customers Study 58

InMoment XI

OCTOBER 3, 2024

Customer retention is important because the longer a customer stays with your brand, the higher their average purchase is. Personalization helps create a deeper connection with customers by showing that your organization cares about their individual needs and preferences. This makes customers feel more connected to your organization.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

ShepHyken

NOVEMBER 12, 2018

From front-line staff to marketing strategists and brand managers, employees generally enjoyed job security with classic benefits such as superannuation plans, stable income streams, employment rights, training, sabbaticals and long-service leave. Forrester) Let’s face it: 2018 was not a fabulous year for customer experience.

Customer Service 96

Customer Service Effort Score Customer Service Training Retail 96

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. CCW Digital, in their latest Winter Executive Report, studied a wide range of organizations to discover the most popular goals and strategies for call centers in 2018. 2 for Companies.

Contact Center 107

Contact Center Report Customer Journeys Customer Centricity 107

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. Overall, AI will allow more brands to focus on context and anticipatory engagement at the individual level to hone in on the customer segment of one.

Customer Journeys 72

Customer Journeys Contact Center Consumers Financial 72

ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. What is brand advocacy? Customers service training ideas for better brand advocacy.

Customer Service Training 161

Customer Service Training Training Brands Customer Service 161

Oracle

JANUARY 16, 2018

On the horizon for 2018 is an increase in customer advisory boards, new job titles, and the next frontier of customer experience-related innovation management. Read on for four customer experience trends and 2018 predictions that will affect your customer experience strategy, and the technology behind them.

Trends 52

Trends Customer Experience Net Promoter Score Innovation 52

Kayako

FEBRUARY 14, 2018

In 2018, the vast majority of products on the market are pretty similar. That’s the job of your product and brand. Sixty-four percent of retailers surveyed credit their loyalty programs as the most effective method for connecting with customers. Partner with other brands. Here’s how to overcome them: 1. Bon appétit!

Loyalty Programs 182

Loyalty Programs Loyalty Brands Retail 182

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. customer exhibitors at MWC 2018: Verto Analytics. Verto Analytics offers market research and cross-platform measurement services that give brands, publishers, and researchers a multi-dimensional view of the digital consumer.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. customer exhibitors at MWC 2018: Verto Analytics. Verto Analytics offers market research and cross-platform measurement services that give brands, publishers, and researchers a multi-dimensional view of the digital consumer.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

ProProfs Chat

NOVEMBER 17, 2017

As 2017 is coming to an end, here’re 3 customer support trends that promise a better customer support in 2018. Using each connection with customers for multiple purposes (without annoying anyone), speeds research and service at reduced cost. Here are three things we should be watching for in 2018. Take a look. . Colin Taylor.

Self Service 111

Self Service Trends Chatbots Omni-Channel 111

Oracle

SEPTEMBER 12, 2018

Oracle OpenWorld 2018 will take place October 22-25 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. Is Your Brand Safe? What can you do to ensure your brand’s health and protection?

Marketing 66

Marketing Omni-Channel B2B Tips 66

NetBase

JULY 8, 2020

Brand strategy planning requires accurate and transparent consumer and market intelligence , or you’re starting at a deficit. And our recent report on The Importance of Market Insight for Brand Strategy pairs well with our 2020 Report on How Social Analytics is Important to Brand Management for this purpose.

Brands 70

Brands Analytics Report Consumers 70

Oracle

JANUARY 30, 2018

In 2018, CMOs have two choices. Yes, they are still the stewards of branding and creative. So, where should marketing execs concentrate their efforts in 2018? 2) Connect data across channels. The proliferation of channels beyond websites has vastly increased the number of touchpoints that brands have with their customers.

Data 60

Data B2C B2B Touchpoint 60

Maru Group

DECEMBER 16, 2019

It’s rumoured that John Lewis spent £8million last year on its ad featuring Elton John, while the industry as a whole was estimated to have spent a staggering £6.4billion on Christmas advertising efforts in 2018. Branding must play a key role. Marks and Spencer’s also suffered when it came to branding and creative.

Advertising 52

Advertising Connections Return on Investment Retail 52

Natalie Petouhof

SEPTEMBER 23, 2018

Tweet Dreamforce 2018 is here! Create Amazing Brand Advocates – Tues 9/25 10:30 AM [link] @Nielsen says 88% of consumers trust in word-of-mouth recommendations from people they know. Build Your Brand as a #CustServ Trailblazer Session Wed 9/26 8 AM Learn tips, tricks and best practices on building your own [link]. Here you go!

Contact Center 75

Contact Center ROI Customer Service Meeting 75