Kustomer

NOVEMBER 4, 2020

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. Here’s a closer look at how both technologies can automate business functions and boost CX: Chatbots. Data, Data, and More Data.

Omni-Channel 124

Omni-Channel Customer Experience Chatbots e-support 124

Beyond Philosophy

NOVEMBER 27, 2020

Dobrev shared some fascinating statistics about both digital transformation and Customer Experience. In 2019, companies spent over $2 trillion on digital transformation, and even more in 2020, with COVID-19 driving many of these projects this year. However, success is not high with digital transformation. Satmetrix Systems, Inc.,

Net Promoter Score 150

Net Promoter Score NPS Insurance Effort Score 150

Kustomer

APRIL 28, 2021

At this point it goes without saying, but the world shifted online rapidly in 2020. According to our recent research of over 500 US consumers, 71% reported shopping online more frequently during the past year. The Online Retail Opportunity. And unfortunately, right now, they are not delivering.

Retail 86

Retail Customer Service Chatbots Consumers 86

Ecrion

SEPTEMBER 3, 2020

It’s 2020 and we are living in the digital age. Technology has allowed businesses to create unique marketing plans that target customers as the individual humans that they are. Your 2020 digital customer engagement strategy must be based on this principle. Is your company up to speed?

Customer Engagement 98

Customer Engagement Engagement Social Media Touchpoint 98

Answer Dash

SEPTEMBER 3, 2018

The world of eCommerce and the online experience is changing - and it’s time for businesses to either take note and catch up or get left behind. The Online Experience Today If you want to make a conversion or create a loyal customer on an eCommerce site today, you have to give your audience an exceptional customer experience.

Self Service 79

Self Service Ecommerce Knowledge Base Customer Service Representative 79

Kustomer

JULY 24, 2020

Now more than ever, companies are searching for technology to deliver on customers’ growing demands. Circle these CX events on your calendar to gain insights about the latest CX innovations, how COVID-19 is changing customers’ expectations, and dive into the smartest strategies to deliver standout customer experiences. Go virtual!

Conference 52

Conference Customer Journeys Roadmap Contact Center 52

Beyond Philosophy

FEBRUARY 20, 2021

Key Ideas to Improve your Customer Experience. Starting in March 2020, Pine watched as all the events he had booked canceled. But then, they began to migrate to an online format. 08:50 Pine says online experiences like Twitch predict what people will want from events moving forward.

Conference 78

Conference Sports Consulting Resources 78

West Monroe

MAY 24, 2022

From having a digital vision, to developing products and experiences that drive customer engagement, to managing data, technology, people and operations, Peloton is proof positive that every company needs an evolving, nimble digital vision with a focus on remaining agile. Data & Technology. Peloton’s progress.

Company 98

Company Financial Leadership Apparel 98

Beyond Philosophy

NOVEMBER 7, 2020

In 2020, we have all been doing many more online customer experiences than we thought we would. Some of these digital experiences have been excellent, and others were not. The Five Rules for Designing a Great Digital Experience. Design your experience to anticipate your customers’ needs.

Measurement 60

Measurement Technology Customer Experience Consulting 60

Answer Dash

MAY 7, 2018

Now, more than ever, optimizing customer experience should be a #1 business priority. Today’s customer expectations are continuously on the rise, and a positive online experience could mean the difference between a conversion and a lost customer.

Trends 54

Trends Customer Experience B2C B2B 54

Beyond Philosophy

FEBRUARY 25, 2021

Starting in March 2020, Pine, a regular speaker, watched as all the events he was booked for canceled their in-person events and replaced them with virtual ones. Pine wrote another book called, Infinite Possibility Creating Customer Value on the Digital Frontier that discusses how technology can enhance the event’s value.

Conference 78

Conference Consulting Video Sports 78

CSM Magazine

JULY 3, 2020

The process of monitoring every interaction customers experience with a company or organisation, is vital to spot opportunities for improvement in customer service and to drive retention. The research was conducted independently by Censuswide in March 2020. The goal is to make it easy for customers to deal with the organisation.

Self Service 52

Self Service Telecommunications Customer Relationship Management Software 52

Kustomer

NOVEMBER 4, 2020

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. Here’s a closer look at how both technologies can automate business functions and boost CX: Chatbots. Data, Data, and More Data.

Omni-Channel 52

Omni-Channel Customer Experience Chatbots e-support 52

Kitewheel

JULY 2, 2020

Sales of many non-essential items have decreased; in March 2020, retail sales experienced an estimated 8.7% To thrive, retailers must have a successful online store. The online experience for many brands has already had an impact on customer behavior, but COVID-19 has accelerated the need to build better digital retail experiences.

Retail 52

Retail Social Media Consumers Study 52

CSM Magazine

DECEMBER 5, 2017

In other words, 61 percent of Gen Z can’t go more than eight hours without being online. This Time It’s Personal: Gen Z is 25 percent more likely than other generations to provide personal information to gain a more predictive, personalised online experience.

Entertainment 40

Entertainment Social Media Study Online Experience 40

Oracle

OCTOBER 27, 2020

Featured speakers at Oracle Cloud CX Virtual Summit will include: Larry Ellison, Chairman of the Board and Chief Technology Officer, Oracle. Facebook updates during the event will be shared on the Oracle Customer Experience Facebook page. Agenda highlights. Social media. Featured speakers. Social media.

Social Media 40

Social Media CRM Sales Groups 40

West Monroe

MAY 24, 2022

From having a digital vision, to developing products and experiences that drive customer engagement, to managing data, technology, people and operations, Peloton is proof positive that every company needs an evolving, nimble digital vision with a focus on remaining agile. Most legacy companies aren’t so fortunate.

Company 52

Company Financial Leadership Apparel 52

Gainsight

JULY 7, 2021

Luckily, Pulse remained a constant – a literal career companion – that brought folks together each and every year to meet and network, share best practices and experience Gainsight’s unique flavor of childlike joy. Pulse 2020 – Back to Moscone (Or So We Thought). 2019 was a banner year for Pulse.

Social Media 45

Social Media Conference NPS Hotels 45

Thunderhead

JULY 2, 2018

And of course, these new online experiences must align with those provided so brilliantly ‘in branch’. Building societies have done exactly this since 1775 ; technology may have changed, but fundamentally, people haven’t. Whatever the channel, we’re really talking about achieving customer engagement.

Customer Engagement 40

Customer Engagement Engagement Banking Financial 40

Thunderhead

OCTOBER 19, 2018

One CEO of the top five spoke recently of ‘end-to end’ online retailing of new and used cars – from research to purchase and finance, plus delivery and signatures: “It’s about making effortless journeys for customers, not complex processes”. It’s about making effortless journeys for customers, not complex processes” – dealer CEO.

Omni-Channel 40

Omni-Channel Automotive Retail Sales 40

Magellan Solutions

AUGUST 13, 2021

Decisions based on automated tools, including in the content moderation space, run the risk of further marginalizing and censoring groups that already face disproportionate prejudice and discrimination online and offline. Hidden meanings will sometimes be lost on an AI when in many cases, a human could easily grasp the meaning in an instant.

Social Media 40

Social Media Government Tools Culture 40

C Space

JUNE 15, 2020

The Brand Move Roundup – June 12, 2020. Following the lead of IBM and Amazon , Microsoft has paused selling facial recognition tools and called on US legislators to pass federal regulations on the use of the technology. Brand Move Roundup – June 12, 2020. Brand Move Roundup – June 11, 2020.

Brands 52

Brands Travel Social Media Report 52

Comm100

FEBRUARY 1, 2023

With 68% of consumers saying that their online experience with brands needs to be made easier, higher education needs to take note. In 2020, COVID-19 restrictions meant that the open house couldn’t proceed as usual. Get our monthly customer service news and best practices update delivered to your inbox.

Effort Score 185

Effort Score Wait Times Video Communication 185

C Space

MAY 22, 2020

The Brand Move Roundup – May 21, 2020. Digital learning and talent management brands Skillsoft and SumTotal held a live global experience for learning, talent, and business leaders virtually this year, after a last-minute dash to turn their usual face-to-face event into an online experience.

Brands 52

Brands Hotels Travel Airlines 52

BirdEye

NOVEMBER 11, 2024

Innovation with local relevance Innovation isn’t just about new technology—it’s about solving local problems uniquely. Smart local businesses adapt digital solutions to fit community needs, creating convenient experiences while maintaining neighbourhood connections.

Examples 52

Examples Social Media Multi-Channel Marketing 52