IntouchInsight

OCTOBER 2, 2023

This time-based study uses mystery shopping to measure the performance of 10 leading quick-serve restaurant brands, including: For over two decades, the Annual Drive-Thru Study has provided restaurant operators with benchmark data to track trends and compare their performance against key competitors.

Data 347

Data Study Measurement Trends 347

Comm100

NOVEMBER 28, 2022

In this article, we’ll be looking at the top higher education customer service trends 2023 and beyond to help prepare for the year ahead. Many higher education institutions have already found great success with chatbots, but in 2023 expect to see the adoption of automation to grow even further. Automation takes off.

Trends 246

Trends Customer Service Chatbots Omni-Channel 246

Lumoa

NOVEMBER 17, 2022

Here are the CX trends you can expect to see in 2023 and how to keep your e-commerce business on track with the evolution of CX. Customer Experience in E-commerce Trend Predictions for 2023. Chatbots are a popular CX trend moving into 2023. Using AI to collect data is a powerful CX trend that we will see appearing in 2023.

e-support 195

e-support Customer Experience Social Media Chatbots 195

Lumoa

SEPTEMBER 30, 2022

It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. Let’s take a look at the trends that will shape the customer journey in banking in 2023 and beyond. Future Trends for Customer Experience in Banking in 2023. Contact our team and find out how Lumoa can help.

Banking 221

Banking Customer Experience Self Service Financial 221

C3Centricity

JANUARY 25, 2025

Source ) This is confirmed by McKinsey’s 2023 State of AI report , 50% of organizations are using AI in at least one business function, but only 27% report seeing tangible cost savings! Failure #1: The Single-Tool Trap Most CPG brands fall into what McKinsey terms “point-solution paralysis.” Source ) The disconnect?

Marketing 156

Marketing Strategy How To Analytics 156

Lumoa

FEBRUARY 28, 2023

Businesses that want to grow in 2023 (and beyond) realize that this isn’t a problem—it’s an opportunity. You’ll be richly rewarded: 78% of customers have a more favorable view of brands that ask for feedback. These commonalities are elements of your customer journey —the sum of all interactions customers have with your brand.

Feedback 195

Feedback Strategy Net Promoter Score Effort Score 195

InMoment XI

NOVEMBER 16, 2023

Elevating Customer Experience Through Strategic Productivity Insights In a recent workshop conducted at the XI Forum 2023 in London by industry experts Simon Fraser, VP, Insights and Consultancy at InMoment, and Simon Hedaux, Founder of Rethink Productivity , the focus was on enhancing productivity to drive experience improvement within businesses.

Healthcare 447

Healthcare Culture Travel Study 447

InMoment XI

AUGUST 31, 2023

Here are five reasons why you should save your spot today: Reason #1: Embrace ‘Integrated CX’ for Your Brand Ever heard of integrated CX? Reason #2: Learn From Award-Winning Speakers The 2023 speaker line up has been announced and the content is more practical than ever. What are you waiting for?

Conference 195

Conference Banking ROI Customer Voice 195

C3Centricity

NOVEMBER 12, 2024

Research from Edelman’s 2023 Trust Barometer shows that 88% of consumers expect businesses to lead with integrity, especially during uncertain times. By acknowledging areas for improvement and committing to sustainability, Patagonia has built one of the most trusted brands globally. Source: Edelman. Source: Harvard Business Review.

Leadership 156

Leadership Culture Customer Centricity Rewards Programs 156

C3Centricity

FEBRUARY 8, 2025

In 2023, Spotify used not just user listening data but an understanding of the emotional drivers behind their customers’ listening habitsself-reflection and social sharing. Modern market leaders demonstrate the transformative power of customer insights: – One standout example is Spotify s “Wrapped” campaign.

Innovation 156

Innovation Leadership Customer Insights Report 156

IntouchInsight

DECEMBER 8, 2022

Looking to make 2023 your best year yet? One of the biggest opportunities we’re seeing carry over into 2023 is channel blurring. This refers to when brands provide goods and services that aren't normally associated with their industry. While this is not a new practice, it has become increasingly popular.

Industry 288

Industry Brands Tools Software 288

CX Accelerator

DECEMBER 22, 2022

It's time to accelerate the mission of CX Accelerator in 2023. So how are we going to do this bigger and better in 2023? I'm thrilled to announce our brand new team of Executive Advisors for CX Accelerator! What started as a simple social experiment has made a real difference in the CX space. And the exciting part?

Brands 36

Brands Leadership Customer Experience Professionals Course 36

InMoment XI

OCTOBER 17, 2024

With the help of the tried-and-tested customer feedback questionnaire, businesses can take the first step toward boosting satisfaction, retention, and brand reputation. For instance, a customer satisfaction survey presents a list of specific questions to customers to gauge their satisfaction levels with your brand. References Zippia.

Feedback 195

Feedback Effort Score Survey Customers 195

IntouchInsight

AUGUST 25, 2022

As the summer comes to a close and brands look ahead to 2023, Cameron Watt, President & CEO of Intouch Insight, addressed attendees of the Outlook Leadership Conference in Asheville, North Carolina.

Conference 156

Conference Leadership Survey Consumers 156

C3Centricity

APRIL 23, 2024

Marketing Budget Allocation Gartner’s most recent (2023) CMO Spend Survey reported that marketing budgets fell from 9.5% By creating valuable content that resonates with their target audience, brands can foster engagement, build community, and drive conversions without hefty ad spending. of company revenue to 9.1%

ROI 296

ROI Marketing Social Media How To 296

Optimove

DECEMBER 21, 2023

It can cause customer alienation, diminished loyalty, and reduced trust and lead to negative brand perception, wasted resources, and lower return on investment. For brands, message relevancy and personalization are key to mitigating marketing fatigue. This post highlights Optimove 2023 surveys of more than 2,000 consumers.

Consumers 111

Consumers Survey Brands Marketing 111

BlueOcean

JULY 9, 2024

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. The way we interact with people and brands has changed—and consumer spending priorities have evolved just as fast. Big brands—ones with significant human and financial resources—remain ahead of the game.

Loyalty 177

Loyalty Brands Ecommerce Average Handle Time 177

InMoment XI

OCTOBER 30, 2024

Importance of Customer Experience in Insurance A 2023 McKinsey survey of over 8,500 North American insurance customers suggests that CX initiatives are crucial to revenue growth and employee satisfaction. Customers who feel valued are more inclined to renew policies and become loyal brand advocates. Be transparent with your customers.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

Blake Morgan

DECEMBER 8, 2022

As we head into 2023, companies face a difficult crossroads. Here are five CX trends as we head into 2023: 1) Automation and Self-Service to Ease Staffing Shortages. But brands can’t make excuses—they need to find creative solutions to work around challenges. 2023 brings new challenges and opportunities for brands.

Trends 122

Trends Self Service Customer Experience Insurance 122

ECXO

MARCH 6, 2025

For example, top companies define a concise CX aspiration aligned to their brand promise such as being the easiest partner to do business with, or providing a truly consultative, trusted advisor relationship and ensure it ties directly to business objectives. This vision serves as a North Star that guides the entire program.

B2B 339

B2B Customer Journeys How To Effort Score 339

Blake Morgan

FEBRUARY 1, 2023

In 2023, companies face a difficult crossroads. That’s why I gathered five crucial trends all CX teams need to know in 2023. They can help brands work through the challenges to find new opportunities to connect with their customers in 2023. Are you feeling the strain of a strange new year? You’re not alone.

Trends 111

Trends Customer Experience Consumers Customers 111

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. This article was originally posted at [link] During 2022 and December 2023, We read a series of 56 books that I found interesting and valuable for us in CX, Design, and Services. Here is the book link.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

InMoment XI

OCTOBER 14, 2024

You have to remember that your customers interact with your brand to achieve their own specific goals. Negative Brand Equity Moreover, dissatisfied customers who feel like the business is simply collecting feedback for its own sake without acting on it are likely to become less loyal over time. References SurveyMonkey. FluidSurveys.

Survey 195

Survey How To Hospitality Feedback 195

Think Customers

DECEMBER 16, 2022

It’s impossible to know what 2023 will bring but, as we head into the new year, some clear challenges (and opportunities) are emerging and businesses have clear priorities when it comes to elevating customer and employee experience. We polled business leaders on TTEC’s LinkedIn page, asking “What will be the biggest CX focus in 2023?”

Employee Experience 96

Employee Experience Engagement Brands Employee Engagement 96

InMoment XI

NOVEMBER 22, 2024

It enhances brand reputation and lead generation. This feedback supports brand reputation management efforts, attracting high-quality prospects. A high rate indicates strong engagement with your product and loyalty to your brand. 108 Customer Service Statistics & Facts You Must Know for 2023 ( [link] ).

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

InMoment XI

AUGUST 17, 2023

Happy customers become brand advocates, fueling growth through positive customer feedback. During challenging times, customers appreciate brands that provide assistance and support when needed. To access all the key drivers of NPS and discover who the leading brands are in the UK, download your copy of the report findings here.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

TechSee

DECEMBER 12, 2022

Download our Field Service Vision 2023 Report to Learn ore about these topics. A Weak Economic Outlook for 2023. Heading into 2023, service leaders recognize the need to improve both their customer experience and the need for technological innovations to do so. Service Improvement Challenges.

Innovation 124

Innovation Customer Centricity Technology Leadership 124

ShepHyken

JANUARY 4, 2023

Certain B2C rockstar brands are teaching our customers what good service is like, and they now have higher expectations.   . More Companies and Brands Will Stand for Something Important – Forty-five percent of your customers believe it’s important that a company supports a social cause. Follow on Twitter: @Hyken.

Self Service 141

Self Service Customer Experience Customer Service B2C 141

ECXO

JUNE 11, 2023

It leads to improved risk management and brand reputation. Published in March 2023, the research report – Customer Experience Leadership In An Uncertain Economy * – asked 150 senior customer experience leaders about what they believe will be the biggest obstacles to the success of their CX programs in the next 18 months.

Customer Experience 366

Customer Experience Customer Centricity Competitive Advantage Government 366

Optimove

NOVEMBER 13, 2024

See the difference control groups make in this guide Download Now Why it Matters: Optimove Insights’ latest Report provides a comprehensive analysis of consumer shopping behavior from the 2023 holiday season. By utilizing AI-orchestrated journeys, brands can respond to customer behaviors, preferences, and purchase patterns in real time.

Report 69

Report Multi-Channel Analysis Brands 69

Comm100

FEBRUARY 21, 2023

from 2023 to 2030. Positive experiences are an expectation, and 72% of consumers say that as soon as they have a bad experience with a brand, they’ll move on. Providing outstanding CX can also have a significant impact on earnings – research shows brands with superior CX bring in 5.7 So why all this interest?

Customer Service 224

Customer Service Chatbots Wait Times Industry 224

BirdEye

SEPTEMBER 21, 2023

We are thrilled to announce that Birdeye has been recognized as the #1 solution in G2’s Fall 2023 Online Reputation Management Grid® Report. Create alerts and reports concerning a brand’s current online reputation. Read the full Fall 2023 Online Reputation Management Grid® Report here. 96% would recommend Birdeye.

Report 111

Report Management Comparison Feedback 111

CSM Magazine

NOVEMBER 1, 2022

Consumers are increasingly seeking a human connection in their interactions with brands, according to Qualtrics 2023 Global Consumer Trends Report. The consumer trends that will shape 2023 are: Consumer loyalty will be won through personal connections, not pure efficiency. Read the full Consumer Trends Report 2023 here.

Consumers 98

Consumers Trends Airlines Wait Times 98

ChurnZero

FEBRUARY 8, 2023

February 8, 2023 — ChurnZero, the platform and partner for Customer Success, has earned the G2 2023 Best Software Awards for Fastest Growing Product and Best Product Management Product, based on customer reviews submitted to G2. Washington, D.C.,

Software 98

Software NPS Customer Success Study 98

kommunicate

SEPTEMBER 7, 2023

Last Updated on September 7, 2023 The month of August chugged along, and we were busy bees here at Kommunicate, packing our bags and preparing to move to our brand new office space in the heart of Koramangala, Bangalore. But we did more than just move our stuff to a different location. We made bold [.]

Brands 94

Brands 94

Retently

NOVEMBER 13, 2024

One of the most innovative ways brands are leveling up their CX is through Virtual Fitting Rooms (VFRs). In this article, we’ll explore how Virtual Fitting Rooms benefit customers and brands, from boosting customer confidence and reducing returns to increasing sales and loyalty. Let’s dive in! What’s driving this growth?

Ecommerce 144

Ecommerce Retail Social Media Technology 144