IntouchInsight

JULY 23, 2024

trillion in 2024. Our Retail Technology Consumer Perception Survey explores differences in shopping habits by age, the rise of chatbots, the impact of personalized advertising, and advancements in retail AI technology. The future of online shopping looks incredibly promising, with e-commerce spending projected to reach $1.2

Trends 156

Trends Advertising Chatbots Retail 156

eglobalis

JULY 31, 2024

Marketing technology (MarTech) is pivotal in enhancing CX by integrating data, automating processes, and enabling personalized interactions sometimes in real-time. Virtual and Augmented Reality (VR/AR) VR and AR technologies, used by platforms like Unity and ARKit, create immersive and interactive experiences for customers.

Customer Experience 328

Customer Experience Social Media Analytics Chatbots 328

Experience Investigators by 360Connext

MARCH 26, 2024

Unlock the future of customer experience as I, Jeannie Walters, team up with Greg Kihlström from the Agile brand to dissect the fascinating blend of strategy and technology that’s shaping how we interact with businesses today.

Banking 178

Banking Advertising ROI B2B 178

InMoment XI

JUNE 5, 2024

InMoment is excited to announce its recognition as a Leader in the Forrester Wave : Text Mining and Analytics, Q2 2024. This placement highlights our fierce commitment to innovation, customer satisfaction, and delivering future-proof technological solutions—no matter your business needs.

Analytics 195

Analytics Effort Score Social Media Innovation 195

ECXO

OCTOBER 5, 2023

In-depth Understanding of CX and AI Connection : Practical Examples : Delve into practical examples to understand how these emerging technologies can serve as a precursor to fully automated models using AI. After July 2024, a nominal fee will be introduced for new members only. This marks a revolution in CX assessment. Join us today!”

Survey 371

Survey Net Promoter Score NPS Exercises 371

ECXO

APRIL 18, 2024

Mark your calendars: When: April 24th, 2024 Time: 5 PM CET | 4 PM GMT [link] [link] Reserve your spot now for this insightful discussion that promises to offer invaluable perspectives and strategies for navigating the evolving landscape of digital customer interactions.

Insurance 313

Insurance Consulting Travel B2B 313

eglobalis

DECEMBER 4, 2024

In 2024, a bold and controversial claim suggested that customer experience (CX) would become irrelevant by 2030. Introduction: Why Predictions of CXs Demise Miss the Mark The claim that CX will cease to exist assumes a level of technological and organizational perfection that is implausible.

B2B 320

B2B Culture Government Innovation 320

Team Support

DECEMBER 20, 2023

Embrace Omnichannel Support In 2024, customers expect seamless support across various channels. Being a (metaphorical) mind reader isn’t only possible, but thanks to advances in technology, it’s now a customer expectation. Implementing robust feedback loops in 2024 is essential for gaining insights into customer experiences.

Omni-Channel 108

Omni-Channel Social Media Training Customer Satisfaction 108

Optimove

DECEMBER 14, 2023

Enhance your customer segmentation with our advanced guide Download Now Informed by our work with thousands of marketing experts representing 1,200+ brands and exclusive insights from our surveys of more than 2,000 consumers, here are the pivotal latest marketing trends we see shaping the landscape in 2024.

Trends 119

Trends Marketing Video Consumers 119

AWS Machine Learning

APRIL 11, 2024

AWS was delighted to present to and connect with over 18,000 in-person and 267,000 virtual attendees at NVIDIA GTC, a global artificial intelligence (AI) conference that took place March 2024 in San Jose, California, returning to a hybrid, in-person experience for the first time since 2019.

Innovation 130

Innovation Resources Entertainment Sports 130

BlueOcean

AUGUST 9, 2021

The adoption rate of new and evolving technologies accelerated at unseen speeds—resulting in 10 years’ worth of change within a mere 10 months. Contact center technologies are certainly in the mix of acceleration. We dug into their sentiments and expectations about the future of five key contact center technologies.

Contact Center 156

Contact Center Technology Self Service Analytics 156

InMoment XI

DECEMBER 6, 2024

Access to Expertise and Technology : Customer experience outsourcing partners bring specialized knowledge, cutting-edge tools, and best practices that might not be available in-house. Technology and Tools It is important to choose a partner that uses advanced technology and tools that can also be customized to your specific needs.

Self Service 195

Self Service Customer Experience Resources Effort Score 195

InMoment XI

DECEMBER 17, 2024

As your company begins to scale customer experience operations, it is possible for silos that cause different departments to use separate technologies and focus on different metrics, which fragments your understanding of the customer experience. link] Accessed 12/17/2024. link] Accessed 12/17/2024.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

DECEMBER 3, 2024

Organizations advance to the final stage by leveraging the entire workforce and advanced technology. For example, companies moving from “Mobilize” to “Scale” expand the scope of their VoC program with the help of technology. 35 customer experience statistics to know for 2024 ( [link] ). Accessed 11/28/2024.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

InMoment XI

NOVEMBER 26, 2024

This often stems from poor internal communication, outdated technology, or inefficient processes. Must-know customer service statistics of 2024. ( [link] ). Accessed 10/8/2024. Accessed 10/8/2024. Accessed 10/8/2024. Accessed 10/23/2024. Accessed 10/10/2024. References ​​Khoros. Nielsen Norman Group.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

West Monroe

OCTOBER 7, 2024

Email LinkedIn Facebook printer copy Print this page Listen to "Viewing AI as Talent, Not Technology" on Spreaker. About the episode In this episode of This is Digital, West Monroe’s Steven Kirz and Brigitte Coles discuss West Monroe’s view on AI as a talent, not just technology. Steven: I think it's completely different.

Technology 104

Technology Net Promoter Score Training Innovation 104

Totango

FEBRUARY 13, 2024

TrustRadius—a platform designed to deliver the most credible resources to help technology buyers confidently make decisions—compared mentions of “love” in all its (grammatical) forms and reviews received for 28,600+ products in 825+ categories and named Totango one of 101 most loved software products!

Customer Journeys 109

Customer Journeys NPS Customer Success System 109

NobelBiz

JANUARY 3, 2024

Outbound call centers are evolving rapidly, driven by technological advancements and changing market dynamics. In 2024, several key trends are set to redefine the landscape of these centers. In 2024, we’re witnessing AI’s integration into deeper levels of call center operations.

Call Center 105

Call Center Trends Contact Center Contact Center Software 105

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. In fact, 63% of CAB members said their top 2024 prediction was that businesses would put more strategic and bottom-line emphasis on expansion versus acquisition to drive revenue growth.

Customer Success 97

Customer Success Consulting Customers Leadership 97

InMoment XI

AUGUST 16, 2024

A digital adoption strategy is a structured plan designed to ensure that new technologies, software, or digital processes are effectively implemented and fully utilized within an organization. This includes helping employees, stakeholders, or customers learn and integrate the technology into their daily workflows.

Strategy 195

Strategy Customer Journeys Omni-Channel Technology 195

InMoment XI

OCTOBER 8, 2024

To account for this, ensure that your store is up to date with the latest technology so that these orders can be completed seamlessly. Implement Virtual Try-Ons Using augmented reality technology to allow customers to try products virtually will enhance their shopping experience. Accessed 9/13/2024. Accessed 9/13/2024.

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

ShepHyken

DECEMBER 9, 2024

Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a businesss most crucial operations in 2024, customer service would probably be among the most important ones. CX Predictions for 2024: What Came True? Here are ten with an emphasis on AI, customer control, and hyper-personalization. (My

Customer Service 77

Customer Service Ecommerce Self Service Omni-Channel 77

InMoment XI

AUGUST 9, 2024

Convenience and accessibility are large parts of a good customer experience, so be sure not to neglect how technology can help in your overall CX strategy. 32 CUSTOMER EXPERIENCE STATISTICS YOU NEED TO KNOW FOR 2024. link] Accessed 7/26/2024. link] Accessed 8/8/2024. link] Accessed 8/8/2024. References SuperOffice.

Customer Experience 221

Customer Experience Customer Journeys Effort Score Net Promoter Score 221

ECXO

JULY 26, 2023

Real-time data analytics and CDP adoption are gaining traction in Europe and across the globe IT leaders last year told IDC that investing in technology to achieve real-time decision making was a top priority. Technology in itself doesn’t make the difference. But, technology on its own does not make the difference.

Data 295

Data Analytics Touchpoint Customer Service Representative 295

Forrester's Customer Insights

SEPTEMBER 3, 2024

As AI continues to dominate the technological landscape in 2024, security, the need for trust, and innovation in advanced computing remain vital. These trends influenced our selection of the next 10 top emerging technologies for 2024.

Technology 54

Technology Trends Innovation 54

InMoment XI

JULY 25, 2024

Invest in Technology You need the right technology to keep up with customer inquiries. Ensure your contact center is equipped with the latest technology, including cloud-based contact center software, CRM systems, and AI-powered tools such as predictive customer analytics. link] Accessed 7/22/2024.

Contact Center 195

Contact Center Contact Center Software Self Service Analytics 195

C3Centricity

SEPTEMBER 3, 2024

Introduction The landscape of customer-centricity continues to evolve rapidly as we move into the second half of 2024. Changes are being driven by technology, changing consumer expectations, and global dynamics. In 2024, more companies have focused on customer-centricity as their core business strategy.

Customer Centricity 156

Customer Centricity Strategy Trends Analytics 156

Forrester's Customer Insights

JUNE 25, 2024

Forrester’s list of the top 10 emerging technologies for 2024 reflects the continued dominance of AI but also emphasizes the growing importance of security in our increasingly connected world. Get a deep dive on the top 10 list in this blog post.

Technology 64

Technology Connections Innovation Trends 64

InMoment XI

OCTOBER 4, 2024

This is partly due to inadequate CXM technology, but also a result of departmental silos that make it difficult to have all the data in one place for accurate insights. 35 customer experience statistics to know for 2024. ( [link] ). Accessed 9/25/2024. Must-know customer service statistics of 2024. ( [link] ) Accessed 9/24/2024.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Experience Investigators by 360Connext

JANUARY 30, 2024

This isn’t just a conversation about technology; it’s about humanizing the automated, ensuring accuracy, and strategically mapping the customer journey to adapt to this new frontier. Reflect on the executive order that’s shaking up agency status quos and the newfound trust blooming between citizens and their government.

Government 143

Government Customer Experience Professionals Contact Center Connections 143