Calabrio

JANUARY 2, 2020

As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand. In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product.

Brands 221

Brands Social Media Roadmap Contact Center 221

Experience Investigators by 360Connext

DECEMBER 17, 2019

And while I’m all about looking forward more than I look back, it’s worth remembering that a lot of the articles written on Experience Investigators in 2019 are just as relevant in 2020… some even more so! So with that in mind, let’s look back on… Our Top 10 Most Popular Posts Of 2019.

Customer Journeys 178

Customer Journeys B2C B2B Touchpoint 178

NetBase

JULY 9, 2019

Reddit influence is one of the best kept secrets in many a brand’s marketing toolbox, primarily because it’s a tough nut to crack. Here’s how it looks: And here’s how it works: Users create a screenname, and are guided to use something that is not identifiable as them (unless they’re a brand, more on that next).

Analytics 76

Analytics Marketing Sports Course 76

Kayako

JANUARY 3, 2019

Now that 2018 is slowly wrapping up, companies are looking into starting 2019 with a ready-to-go customer experience strategy. The fact of the matter is that if your customer’s experience is poor, customers will eventually switch brands – it’s only a matter of time. Predictive analytics and insights. Instant gratification.

Trends 120

Trends Customer Experience Ecommerce Analytics 120

Heart of the Customer

MARCH 22, 2022

After decades of steady improvement, coinciding with the emergence of customer experience (CX) as a discipline, the America Customer Satisfaction Index now reports that customer satisfaction has been on the decline since 2019, erasing years of gains. Most Brands Just Aren’t Listening. SuperOffice’s survey of 1,920 business […].

Feedback 143

Feedback Brands Customer Satisfaction Survey 143

NetBase

NOVEMBER 19, 2018

Here are some social media marketing predictions for 2019, as heard from the experts at our recent NetBase LIVE conferences in New York and Los Angeles. Calls for greater diversity are being heard in industries across the country, with Millennials and Centennials in particular rewarding brands that take a stand for important causes.

Social Media 83

Social Media Marketing Conference Analytics 83

TechSee

MAY 21, 2019

And now, with the help of emotion analytics, more companies are tuning into their customers’ feelings in an attempt to learn what makes them tick. This customer’s emotions will eventually determine their brand loyalty and likelihood of churning. What is emotion analytics? It’s no secret that emotions drive behavior.

Analytics 138

Analytics Innovation Customer Experience Analysis 138

NetBase

JULY 3, 2019

We’re here to help with nine niche audiences that social analytics reveals for brands and agencies – an ‘off the beaten path’ collection to inspire exploration, ideation, and (very likely) category domination! Every day’s a holiday with social analytics – particularly when it’s powered by Next Generation AI. Adventurers.

Analytics 49

Analytics Brands Trends Ecommerce 49

Clarivate

DECEMBER 7, 2021

A new report from Clarivate, Luxury brands: Re-calibrating brand strategies for a changing world , looks at how luxury brands – long-standing source of aspiration for consumers – are adapting their brand strategies. When it comes to brand premiumization, there is a lot we can learn from luxury brands.

Brands 95

Brands Fashion Consumers Video 95

NetBase

JULY 25, 2019

Wondering if your marketing efforts are up to snuff when compared to other brands in your industry? Our 2019 Global Social Media Market Survey Report presents findings from a global survey of more than 1,700 senior marketers around the world. Even if your brand isn’t international, your competitors are. monitor brand heath.

Social Media 65

Social Media Report Survey Marketing 65

Eptica

APRIL 12, 2019

Date: Friday, April 12, 2019 Author: Pauline Ashenden - Marketing Manager Analyzing CX sentiment in 2019. Published on: April 12, 2019. Nearly a quarter of experiences (23.6%) failed to deliver satisfaction at the first attempt, forcing consumers to follow up with brands. Share this page on: Tweet.

Conference 76

Conference Self Service Fashion Ecommerce 76

NetBase

APRIL 5, 2019

April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! That includes product and service offerings, of course, but it also extends into the shopping experience, customer care, and what your brand stands for. WHAT IS SOCIAL MEDIA ANALYTICS?

Social Media 99

Social Media Analytics Tools Marketing 99

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Published on: December 11, 2019. Author: Pauline Ashenden - Marketing Manager As the end of the year approaches, now is the perfect time to evaluate how the customer service sector has performed in 2019.

Self Service 75

Self Service Customer Service Social Media NPS 75

TechSee

FEBRUARY 19, 2019

As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. MWC Barcelona 2019 Self-Service Sessions not to be missed. A talented sales assistant instinctively knows when and how to offer advice to a customer, enhancing the retail experience and creating true brand loyalty. In a nutshell.

Self Service 95

Self Service Innovation Telecommunications Social Media 95

InMoment XI

NOVEMBER 2, 2022

Imagine if you were still operating your business in the same way you were in 2019. In our over two decades of experience helping the world’s best brands positively impact their bottom line with Experience Improvement, we’ve heard quite a few of these ROI questions, and have determined the strategies at the heart of a profitable program.

ROI 370

ROI Return on Investment Airlines Call Center 370

NetBase

OCTOBER 5, 2018

So why are brands missing so many opportunities on the customer experience analytics front? The 2018 Consumer Experience Analytics Report highlights the ways brands are on target – and the areas where they need to better their aim. And that is what brands need to remember. Brands Are Focusing on the Wrong Data.

Omni-Channel 45

Omni-Channel Analytics Consumers Report 45

NetBase

DECEMBER 3, 2019

Customer experience (CX) stories are everything – and social analytics gives brands access to all of it. Why, then, are brands failing to make the most of this insight? And what can brands do to change this dynamic? The 2019 Consumer Experience Analytics Report: EMEA has answers! Web analytics.

Report 52

Report Analytics Entertainment Survey 52

NetBase

APRIL 5, 2019

April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! That includes product and service offerings, of course, but it also extends into the shopping experience, customer care, and what your brand stands for. WHAT IS SOCIAL MEDIA ANALYTICS?

Social Media 85

Social Media Analytics Tools Marketing 85

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

NetBase

JANUARY 7, 2019

January 2019 Update: As trends change and technology advances, social media tools become more powerful as well. Here’s an updated list of some of what’s out there right now, as well as what you should look for in a social analytics tool. A Quick Refresher on Why You Need Social Analytics Tools. Already know what matters?

Social Media 77

Social Media Tools Analysis Analytics 77

NetBase

JULY 13, 2020

Smart brands are prepping for every eventuality in a pivotal back to school year. From decreasing lead times for marketing, to creating alternate advertisements for all circumstances, brands are actively dancing to consumers’ beat. Super Brands Set to Entice – brands that are meeting consumer needs outside of offering 50% off.

Brands 84

Brands Ecommerce Analysis Retail 84

ShepHyken

APRIL 1, 2019

AI adoption is nascent, but it’s set to soar as more teams turn to chatbots, text, and voice analytics, and other use cases. How Customer Service Trends Are Changing in 2019: Highlights from the New State of Service Report by Sarah Patterson. My Comment: Are you ready for the AI Revolution? It’s only going to get better.

Customer Service 103

Customer Service Social Media Chatbots Trends 103

Oracle

FEBRUARY 12, 2019

Oracle Modern Customer Experience 2019 will take place March 19-21 at the Mandalay Bay Convention Center in Las Vegas, with 100+ planned sessions focusing on the hottest topics in customer experience. Ready to register for Oracle Modern Customer Experience 2019? Ready to register for Oracle Modern Customer Experience 2019?

Customer Experience 71

Customer Experience Conference Chatbots Ecommerce 71

Eptica

MARCH 21, 2019

Date: Thursday, March 21, 2019 Author: Olivier Njamfa - CEO & Co-Founder How does CX impact brand trust? Published on: March 21, 2019. Author: Olivier Njamfa - CEO & Co-Founder Trust is central to any brand’s relationship with its customers. On the face of it, the findings paint a positive picture.

Brands 80

Brands Self Service Insurance Fashion 80

NetBase

JANUARY 15, 2020

What do you get when you cross powerful brand marketing with live television? Thanks to Popeye’s branding win, it’s now something that will be mentioned in marketing materials for years to come. Their marketing has been on fire since August of 2019, when it set off a Chicken Sandwich War. Popeye’s is to blame! Absolutely.

Brands 95

Brands Touchpoint Consumers Marketing 95

NetBase

MARCH 10, 2020

There are so many ways social analytics helps brands win, though some of those ways are much more exciting than others. When we see next generation AI helping brands predict trends, things get spicy. Unexpected insight has a way of raising brand managers’ adrenaline levels. In 2019, there was a $166.2M

Trends 56

Trends Brands Ecommerce Automotive 56

Kitewheel

JANUARY 4, 2019

This transformation has given us a clearer picture of the path customer journeys will take in 2019 and how we can best support the changing landscape. Kitewheel also saw a surge of interest from brands and agencies in markets that are just beginning to bring customer journeys to life. Key Customer Journey Trends in 2019.

Customer Journeys 45

Customer Journeys Analytics Trends Customers 45

Gainsight

MAY 23, 2019

In addition to the exciting announcement of the Gainsight Customer Cloud at Pulse 2019 and new offerings that include Gainsight CDP, CX and RO, our product leaders also shared an incredible list of innovations to our existing products. Mobile Analytics & Engagement. When it rains, it pours—products and features, that is!

Effort Score 75

Effort Score Analytics Report Engagement 75

NetBase

NOVEMBER 25, 2019

The 2019 Consumer Packaged Goods Industry Report is here! Here you go: It’s important to note, the “average sentiment by category” shown above is just that – a score from -100 to 100 for each brand in each category, averaged. But, its Net Sentiment was edged out by another brand contender. CPG Gold Rush.

Social Media 52

Social Media Report Consumers Industry 52

NetBase

JUNE 25, 2020

Ignorance of what’s happening and being said about your brand online, is no excuse. Brands must monitor social conversation or face harsh consequences. If you’re not online monitoring brand mentions, what are you doing that’s more important? Mentions that no brand should ever miss. Brands can’t leave it all to chance.

Brands 98

Brands Social Media Analysis Metrics 98

NetBase

JULY 27, 2020

But since COVID-19 hit, brands are considering fewer choices for consumers. Brands offering everything from toilet paper to cars are scaling back to ease pressure on factories and stores, instead devoting time and money toward extra, seemingly unnecessary items. For example, Household CPG sales are up 17% from 2019.

Consumers 59

Consumers Brands Comparison Social Media 59

NetBase

AUGUST 1, 2019

Is your brand doing everything it should be to capture the EMEA market? Our 2019 EMEA Social Media Market Survey Report answers that question, and more. And brands in every category need to become omnipresent and create eCommerce offerings to counter the loss. And how these marketers view analytics is telling.

Social Media 53

Social Media Report Survey Marketing 53

NetBase

MAY 2, 2019

For brands, netnography – also known as audience segmenting – can bring you just as close to consumers. What netnography in 2019 offers is more than a buyer persona based on demographics and assumptions. Some segments may be “ruled” by less prominent subjects – or by many people together sharing the same brand love. Here’s how.

Engagement 71

Engagement Entertainment Sports Social Media 71

ECXO

JULY 8, 2024

Consistency: Maintaining a consistent design language across all touchpoints helps in building a recognizable and trustworthy brand. Utilize Data Analytics: Leverage data analytics to track user interactions and identify patterns that can inform design improvements (Forrester). Financially, Xiaomi’s revenue increased from $12.6

e-support 156

e-support Financial Case Study Banking 156

NetBase

JULY 22, 2019

Updated July 2019. Social Media Analytics , powered by Next Generation AI , comprises several techniques and tools. Social Media Analytics Strategizing Starts Here. Social Media Analytics Strategizing Starts Here. Social media is a consumer playground, so brands must abide by consumer rules. And lots more.

Social Media 61

Social Media Analytics How To Entertainment 61

NetBase

MAY 30, 2019

Such is the lot of hospitality and restaurant brands. But we’ve got the CX analytics secrets that can unlock everything – and all brands can benefit. Here are some highlights from the NetBase report 2019 Hospitality & Restaurants: 25 Secrets Unlocked by Customer Experience Analytics. Want an edge?

Hospitality 56

Hospitality Analytics Report Consumers 56

NetBase

DECEMBER 13, 2019

Brands reaching these media-connected consumers have advanced social analytics informing strategic outreach decisions. The shift is so marked that it’s putting a slow squeeze on traditional advertising methods: Your brand is likely following a similar path with its advertising dollars. And for good reason. That’s unfortunate.

Analytics 52

Analytics Consumers Connections Advertising 52