TechSee

FEBRUARY 19, 2019

As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. This year’s theme, “Intelligent Connectivity,” focuses on highly contextualized and personalized experiences , delivered when and where customers want them. MWC Barcelona 2019 Self-Service Sessions not to be missed. Who’s there?

Self Service 95

Self Service Innovation Telecommunications Consumers 95

Kustomer

NOVEMBER 4, 2020

Customer experience (CX) is a determining factor in whether customers are loyal to a brand or not. Over 80% of companies who prioritize customer experience report an increase in revenue. 2020 brought huge changes to the business world and impacted customer service and operations across the board. The result?

Omni-Channel 124

Omni-Channel Customer Experience Chatbots e-support 124

Beyond Philosophy

FEBRUARY 11, 2019

When I started my global Customer Experience consultancy in 2002, I had not been a consultant. In 2002, when I started Beyond Philosophy, no one on the broader market knew I was an expert in Customer Experience (or, frankly, what Customer Experience was). Over the years, I built up a profile on social media.

ROI 83

ROI Financial Consulting Social Media 83

CloudCherry

JANUARY 22, 2020

As with any business solution, it’s not uncommon for companies to feel trapped by their voice of the customer (VoC) vendor once they’ve already implemented VoC tools and attempted to put them into practice. According to the Forrester report, many VoC programs are still immature and face common challenges: Not Listening to Customers.

How To 243

How To Social Media Analysis Feedback 243

SurveySparrow

JULY 17, 2019

“The customer experience is the next competitive battleground.” – Jerry Gregoire. How prepared are you for this new battleground of customer experience? Every company of every industry pledges its primary focus to be on customer experience. Were you able to improve customer experience?

Customer Experience Management 55

Customer Experience Management Software Customer Experience Management 55

NetBase

DECEMBER 3, 2019

. Customer experience (CX) stories are everything – and social analytics gives brands access to all of it. Why are very obvious customer needs and wants left unmet in many categories? The 2019 Consumer Experience Analytics Report: EMEA has answers! Customer Journey Disconnect. Online reviews.

Report 52

Report Analytics Entertainment Survey 52

ReviewTrackers

MAY 5, 2020

To grow that reputation, you’ll need to perform four major actions to ensure you have a firm grip on the customer’s perception of a restaurant. Utilize social media platforms. Create an amazing in-house experience. Utilize Social Media. You also need to engage with them through social media channels.

Social Media 110

Social Media Management Consumers ROI 110

GetFeedback

AUGUST 14, 2019

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). The score is solid. out of 100.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Lithium

SEPTEMBER 12, 2019

Everyone came to discuss the state of the union for digital customer experience today. Although many topics were discussed at Engage, this article dives into some key takeaways that can benefit all digital customer engagement professionals in their effort to create customers for life.

Engagement 40

Engagement Social Media ROI Multi-Channel 40

Lithium

SEPTEMBER 12, 2019

Everyone came to discuss the state of the union for digital customer experience today. Although many topics were discussed at Engage, this article dives into some key takeaways that can benefit all digital customer engagement professionals in their effort to create customers for life.

Engagement 40

Engagement Social Media ROI Multi-Channel 40

NetBase

FEBRUARY 18, 2019

Is 2019 the year of the Instagram Influencer? Influencers, of course, will give a resounding yes – and those who understand the power of social listening and sentiment analysis are likely to say the same. Yes, influence can – and does – offer jaw-dropping ROI for brands when done correctly. It depends on who you ask.

eBook 55

eBook Marketing Comparison Analysis 55

ProProfs Chat

MAY 6, 2020

Did you know that 67% of people worldwide believe that customer service as a whole is improving? One of the top reasons why customers have higher expectations from their preferred brands to offer the best service experience! Prompts them to share their awesome experience with your brand on public platforms.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. Meeting today’s high customer service expectations can be a challenge. What are the benefits of AI in customer service?

Customer Service 218

Customer Service Self Service Chatbots Healthcare 218

Fox Metrics

JUNE 25, 2020

A 2019 Edelman Brand Trust Survey found that 60% of consumers trust the opinion of influencers about products and services. It’s not unusual for a customer to find products on social media, visit your website to get more information about the product and then make the purchase in the physical store. Is it working?

Trends 111

Trends Marketing Social Media Advertising 111

NetBase

FEBRUARY 18, 2019

Is 2019 the year of the Instagram Influencer? Influencers, of course, will give a resounding yes – and those who understand the power of social listening and sentiment analysis are likely to say the same. Yes, influence can – and does – offer jaw-dropping ROI for brands when done correctly. It depends on who you ask.

Marketing 40

Marketing eBook Comparison Analysis 40

Kustomer

NOVEMBER 4, 2020

Customer experience (CX) is a determining factor in whether customers are loyal to a brand or not. Over 80% of companies who prioritize customer experience report an increase in revenue. 2020 brought huge changes to the business world and impacted customer service and operations across the board. The result?

Omni-Channel 52

Omni-Channel Customer Experience Chatbots e-support 52

Alida

AUGUST 16, 2016

To appreciate just how dominant they have become, consider these stats: According to Forrester Research’s 2015 Customer Lifecycle Journey report, 81 percent of companies now have community-type support channels—a steep increase from 2012’s 67 percent figure. billion by 2019 , representing a compound annual growth rate of 24.3

Social Media 0

Social Media ROI Innovation Feedback 0

GetFeedback

JULY 19, 2019

We used to get so excited to talk about the Voice of the Customer (VoC). It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings. How to set up your Voice of the Customer (VoC) program for success. Can you start a VoC program without a customer journey map?

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

ReviewTrackers

APRIL 15, 2019

To grow that reputation, you’ll need to perform four major actions to ensure you have a firm grip on the customer’s perception of a restaurant. Utilize social media platforms. Create an amazing in-house experience. Utilize Social Media. You also need to engage with them through social media channels.

Management 90

Management Social Media Consumers ROI 90

Comm100

MARCH 21, 2019

Live Chat is a great tool for helping to increase sales, decrease resource and make your customers happier. So once you’ve taken the plunge and introduced Live Chat software, it’s natural that you’ll want to make the most of your new customer service capabilities. Customers increasingly expect to choose how they get in touch with you.

Social Media 100

Social Media Multi-Channel Self Service System 100

Comm100

MARCH 21, 2019

Live Chat is a great tool for helping to increase sales, decrease resource and make your customers happier. So once you’ve taken the plunge and introduced Live Chat software, it’s natural that you’ll want to make the most of your new customer service capabilities. Customers increasingly expect to choose how they get in touch with you.

Social Media 100

Social Media Multi-Channel Self Service System 100

Magellan Solutions

AUGUST 6, 2021

Furthermore, outsourcing staff leasing service to a BPO company guarantees an average annual return on investment (ROI) of 27.2%. Having this high rate of ROI has a business growth of 7% to 9% faster than those who do not outsource PEO. Having a faster DSO ensures that payment from customers will come in on time.

Social Media 52

Social Media Call Center Financial Banking 52

Magellan Solutions

JULY 6, 2022

Furthermore, outsourcing staff leasing service to a BPO company guarantees an average annual return on investment (ROI) of 27.2%. Having this high rate of ROI has a business growth of 7% to 9% faster than those who do not outsource PEO. Having a faster DSO ensures that payment from customers will come in on time.

Social Media 40

Social Media Call Center Financial Banking 40

Fox Metrics

JUNE 25, 2020

A 2019 Edelman Brand Trust Survey found that 60% of consumers trust the opinion of influencers about products and services. It’s not unusual for a customer to find products on social media, visit your website to get more information about the product and then make the purchase in the physical store. Is it working?

Trends 64

Trends Marketing Social Media Advertising 64

ChurnZero

FEBRUARY 1, 2019

At ChurnZero, our mission is to be the best Customer Success platform out there – and Customer Success teams sit at the heart of this goal. Since the field of Customer Success is still maturing, we feel it’s key to learn from others in the industry. Amanda Berger, Chief Customer Officer, Lucidworks.

Chief Customer Officer 53

Chief Customer Officer Customer Success Leadership Consulting 53

Oracle

JANUARY 10, 2020

Their CRM went live in time for the 2018 tax season, allowing citizens to contact tax specialists and ask questions in person or through email, phone, live chat, and social media to troubleshoot any misunderstandings. As the organization began to better understand citizen needs, its social media engagement rate doubled.

Social Media 55

Social Media Government Banking Omni-Channel 55

LiveChat

DECEMBER 6, 2019

That means there’s no easy way of reaching your customers. And, while you’re at it, how to get them to have a great customer experience. Customers often make a purchase based on an influencer’s recommendation. Social media users share product recommendations that come from influencers. They’re blind to ads.

Marketing 36

Marketing Customer Experience Social Media Video 36

Thematic

NOVEMBER 28, 2019

Getting CX buy-in and commitment for CX initiatives from executive leaders is key when it comes to driving real results for customers, but many CX leaders struggle with this. Over the course of Fall 2019, we surveyed 150 CX professionals. How long have you been working in Customer Experience? The CX Buy-In Survey.

Report 100

Report Survey ROI Net Promoter Score 100

Eptica

FEBRUARY 6, 2019

Date: Wednesday, February 6, 2019 Author: Pauline Ashenden - Marketing Manager Why focusing on CX is key at times of change. Published on: February 06, 2019. Sometimes, rather ironically, the whole change process can have the opposite effect and rather than strengthening customer trust it can damage or destroy it.

Automotive 73

Automotive Social Media Contact Center Banking 73

NetBase

JUNE 26, 2019

As we’ll be sharing in our upcoming Global Social Media Analytics Report , brands are directing quite a bit of budget toward their analytics tools these days – and for good reason. The long-term ROI , of course: 113 Industries helped Ocean Spray use social analytics to find the next $100 million dollar idea. Why so much?

Social Media 56

Social Media Analytics ROI Course 56

LiveChat

DECEMBER 6, 2019

That means there’s no easy way of reaching your customers. And, while you’re at it, how to get them to have a great customer experience. Customers often make a purchase based on an influencer’s recommendation. Social media users share product recommendations that come from influencers. They’re blind to ads.

Marketing 28

Marketing Customer Experience Social Media Video 28

Thematic

NOVEMBER 28, 2019

Getting buy-in and commitment for CX initiatives from executive leaders is key when it comes to driving real results for customers, but many CX leaders struggle with this. Over the course of Fall 2019, we surveyed 150 CX professionals. How long have you been working in Customer Experience? The Survey. Survey questions.

Report 62

Report Survey ROI Net Promoter Score 62

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. AdEspresso.

Social Media 77

Social Media Tools Analysis Analytics 77

Eptica

JULY 17, 2019

Date: Wednesday, July 17, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Empowering agility through AI-based Voice of the Customer programs. Published on: July 17, 2019. However, to use it effectively within VoC text analytics needs to understand the customer journey and industry-specific context.

Analytics 58

Analytics Social Media Retail Training 58

Team HGS

SEPTEMBER 30, 2019

In the competitive marketplace, brands need a strong narrative to connect to customers—one that engages with empathy and bridges values, preferences—even lifestyle—of company and consumers. Ultimately, storytelling is at the heart of good customer experience (CX). In short, we make every line of customer conversation count.

Brands 40

Brands Social Media Contact Center Healthcare 40

NetBase

OCTOBER 16, 2019

Customer feedback is crucial in any industry. But are retail banks getting smarter with customer feedback, or allowing it to fester unchecked? Many banks are performing poorly on customer service all around (online and off). Understanding Pain Points with Customer Feedback. Let’s find out. There’s good reason for this.

Banking 40

Banking Retail Feedback Social Media 40

NetBase

OCTOBER 16, 2019

Customer feedback is crucial in any industry. But are retail banks getting smarter with customer feedback, or allowing it to fester unchecked? Many banks are performing poorly on customer service all around (online and off). Understanding Pain Points with Customer Feedback. Let’s find out. There’s good reason for this.

Banking 40

Banking Retail Feedback Social Media 40