CSM Magazine

NOVEMBER 4, 2022

The American Customer Satisfaction Index reported that customer satisfaction levels have dropped by 5% since 2018—the largest descent in the 28-year history of ACSI. The drops were revealed to be quite drastic, with over 40% of respondents saying scores have fallen by 5-10% in 2022, with another 34% revealing they have fallen 10-15%.

Customer Service 93

Customer Service Management 2023 2022 93

Alida

SEPTEMBER 6, 2018

But despite predictions that more than 3,800 stores are expected to close in 2018, the death of retail, much like Mark Twain, may have been reported prematurely. between 2017 and 2022. confident or very confident as of January 2018, according to the Consumer Mood Index. High consumer confidence is always good news for retailers.

Retail 243

Retail E Commerce 2017 E-support 243

West Monroe

OCTOBER 11, 2022

Taco Bell was a traditional QSR brand until CEO Mark King led it down the path of digital transformation. Find out why Taco Bell wants to become a 100% digitally led consumer brand – and what digital has done for its bottom line. We were such a successful traditional QSR brand with 75% of our business coming through drive-through.

E Commerce 52

E Commerce 2022 2021 2020 52

C Space

JUNE 11, 2020

The Brand Move Roundup – June 11, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Fifteen weeks ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis.

2020 52

2020 Brands Retail Government 52

C Space

JULY 21, 2020

The Brand Move Roundup – July 21, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Four months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. on July 21.

2020 52

2020 Brands Transportation 2002 52

C Space

MAY 5, 2020

The Brand Move Roundup – May 5, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. Brand Move Roundup – May 5, 2020. Brand Move Roundup – May 4, 2020.

2020 52

2020 Brands Advertising 2024 52

Gainsight

APRIL 26, 2023

During the Pulse 2022 opening keynote, Nick Mehta, CEO of Gainsight, reflected “In 2013, there were 300 people in this room, and there were like 500 people in customer success, literally.” One of our all-time favorite Pulse moments was at Pulse 2022, when we gave the gift of inSided-branded, Amsterdam-inspired clogs.

2015 52

2015 2023 2013 2022 52

Optimove

MARCH 29, 2022

If you’ve read our official press release from today (March 29th, 2022), you know that “Optimove, the leading CRM Marketing Platform, today announced its acquisition of Kumulos, a Dundee, Scotland-based provider of a personalized messaging platform for mobile applications.”. Which is 100% true. Again, this is perfectly accurate.

Marketing 59

Marketing Multi-Channel Sports Telecommunications 59

NetBase

NOVEMBER 1, 2019

Finding new niche areas for brands to stand out is a top agency task – one that gets more challenging every day. A category that more agencies are turning toward for brand exposure these days is eSports. They help brands understand and exploit relevant trends. Brands Sponsoring eSport Athletes. Yes, as in gaming.

Brands 40

Brands Entertainment Advertising Sports 40

Optimove

JULY 12, 2022

In case you somehow missed our big news today (July 13, 2022), allow us to bring you up to speed: today, we announced the acquisition of Graphyte, a realtime, cloud-based personalization platform optimizing web and mobile experience for consumers. . And if right now you’re thinking, “Hey, why does this sound familiar?”

2022 52

2022 2018 Touchpoint Loyalty 52

NetBase

FEBRUARY 28, 2019

Geography is an important social analytics metric – that’s why we venture near and far in our quest to understand consumer love for brands. Our latest NetBase Brand Passion Report 2019: Top Loved Australian Brands reveals insights about brands in the magical land of “Oz” – but there are takeaways for all brands everywhere.

Consumers 40

Consumers Brands Airlines 2019 40

NetBase

NOVEMBER 1, 2019

Finding new niche areas for brands to stand out is a top agency task – one that gets more challenging every day. A category that more agencies are turning toward for brand exposure these days is eSports. They help brands understand and exploit relevant trends. Brands Sponsoring eSport Athletes. Yes, as in gaming.

Brands 40

Brands Entertainment Advertising Sports 40

Win the Customer

JANUARY 20, 2020

2018 saw the eCommerce industry grow by over 25 percent with 2019 showing no signs of a slowdown for the industry. Better customer support – Research by Juniper Research has revealed that chatbots will be responsible for saving over $8 billion each year by 2022. The eCommerce boom has resulted in lots of competition.

2013 159

2013 Feedback Sales Social Media 159

C Space

OCTOBER 16, 2020

The Brand Move Roundup – October 15, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. In early March we began reporting daily on how brands were dealing with Covid-19. BRAND MOVE ROUNDUP ARCHIVE. Brand Move Roundup – October 14, 2020.

2020 40

2020 Brands Events Apparel 40

Eptica

JULY 18, 2018

Date: Wednesday, July 18, 2018 Author: Neil Cox - Account Manager Striking the balance between humans and AI in CX. Published on: July 18, 2018. And by 2022, 72% of interactions will involve an emerging technology such as machine-learning, chatbots or mobile messaging - up from 11% in 2017.

2017 63

2017 2022 2021 2018 63

Optimove

SEPTEMBER 15, 2022

If you’re anything like us you’re counting down the days to the FIFA 2022 World Cup (20 Nov – 18 Dec). If history is to repeat itself, the data below from the previous World Cup 2018 shows that retention rates dropped 15% after the championships compared to the average and the same period in 2019. Trick #3 – Offer Preferential Bets.

Sports 59

Sports Events 2022 2018 59

Magellan Solutions

APRIL 19, 2023

In 2022, the State of the Connected Customer surveyed almost 17,000 consumers globally and reported that 88% of them consider the experience a business offers to be as vital as its products and services. In order to keep up with the changing needs, improving customer service in insurance is one of the top priorities of businesses.

Insurance 98

Insurance Customer Service Competitive Advantage Exceptional Customer Service 98

Call Experts

FEBRUARY 12, 2020

And these solutions help agents quickly and accurately assist customers, protecting your brand, and customer satisfaction. . through 2022. 10 Trends That Will Disrupt Customer Service in 2018. Customer Support and Call Center Conferences 2018. 2018 Conferences for HVAC, Plumbing, and Electrician Specialists.

Contact Center 69

Contact Center 2020 Call Center Omnichannel 69

Clarivate

NOVEMBER 2, 2021

INTA is a global not-for-profit advocacy association of brand owners and professionals dedicated to supporting trademarks and related intellectual property to foster consumer trust, economic growth, and innovation. INTA’s members are more than 7,200 organizations from 187 countries, several of which are Clarivate customers.

Government 52

Government Innovation 2022 2018 52

Optimove

APRIL 21, 2022

In 2018 she began teaching a class called Psychology and the Good Life, which quickly became one of Yale’s most popular courses; nearly a quarter of the undergraduate student body enrolled in the first year it was offered. One such brand is American stationery and gift retailer Paper Source, an Optimove client.

E Commerce 52

E Commerce Multi-Channel Touchpoint Social Media 52

Kitewheel

JANUARY 4, 2019

In this post, we will share a few reflections on the successes and failures of customer journeys from 2018 and four key customer journey predictions for the new year. 2018 was a fascinating year for customer journeys all around the world. That proved to be true in 2018, and we expect that 2019 will continue this growth.

Customer Journey 45

Customer Journey 2019 2018 Customers 45

QuestionPro Audience

JANUARY 12, 2018

While not exactly new to the market (both Amazon Echo and Google Home launched over a year ago) consumers are coming out in droves in 2018 to purchase these smart speakers. plan to purchase a smart speaker in 2018. A question many people are asking is: How, and when, will brands incorporate advertising into these devices?

2018 106

2018 Consumers 2022 Advertising 106

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. 75%of consumers are more likely to buy from a brand that knows there name according to data from Retaildive. When combined with influencer marketing, videos can provide brands with a huge following and exposure.

2020 111

2020 Marketing Social Media Advertising 111

Eptica

DECEMBER 12, 2018

Date: Wednesday, December 12, 2018 Author: Pauline Ashenden - Marketing Manager How CX is central to Digital Transformation. Published on: December 12, 2018. In fact, a global study by Vodafone recently found that 69% of firms believe they will fail if they don't move to a digital model. Half of the 400 U.S.-based

2018 65

2018 2022 Culture 2019 65

SmartKarrot

FEBRUARY 16, 2022

Not just brand loyalty, CX is a key factor when making purchase decisions, customer retention, and even word-of-mouth advertising. higher brand awareness, and 1.9x Here are a few statistics that help understand what customers think – 96% of customers feel that customer service is crucial for brand loyalty. contact-form-7].

2022 10

2022 Customer Experience E Commerce Social Media 10

Stella Connect

OCTOBER 26, 2021

Call center performance management has, for many brands, changed little over the years. Managers spend their days coaching and training their team on brand standards, best practices, and overcoming common customer issues. Outstanding customer service is now the leading brand differentiator and surest path to market dominance.

Call Center 52

Call Center Management Contact Center Feedback 52

SurveySparrow

DECEMBER 11, 2020

You see, when you invest in advertising and show up in front of your customers during a crisis, they’ll remember your brand. This will create a positive, kind, empathic brand image in front of your customers. Several brands may think their customers are not interested to see their advertising during a slowdown.

Advertising 52

Advertising Social Media 2009 Brands 52

ChurnZero

FEBRUARY 7, 2020

Report trends for Customer Success: 34% annual growth for Customer Success Managers (CSMs) in 2018. Through 2022, Gartner projects the market size and growth of the cloud services industry at nearly three times the growth of overall IT services— Sid Nag , Gartner Research Vice President. billion dollar market. Results reign supreme.

Customer Success 64

Customer Success E Commerce 2020 E-support 64

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. 75%of consumers are more likely to buy from a brand that knows there name according to data from Retaildive. When combined with influencer marketing, videos can provide brands with a huge following and exposure.

2020 64

2020 Marketing Social Media Advertising 64

Circular Edge

MAY 2, 2022

Blog Credit: Ian McCue, April 26, 2022 ( 10 Ways to Excel in the Evolving Role of the CFO | NetSuite). Our panel included Drew Cook, CFO and head of operations at apparel brand Pact; Cari Thomas, CFO for healthcare services and technology firm Quatris Healthco; and Chantal Schutz, CFO and EVP at technology provider mCloud.

2014 52

2014 Culture Healthcare Apparel 52

inmoment

NOVEMBER 15, 2018

The Federal Government’s 2018-19 budget revealed a $29.9 This sort of automation can deliver a more consistent experience and a huge financial impact according to Juniper Research, which estimates cost savings of more than US$8 (AU$11.27) billion annually by 2022, up from US$20 (AU$28.19) million in 2017.

Interaction 40

Interaction 2030 2025 Hospitality 40

SmartKarrot

FEBRUARY 17, 2022

Here are some of the top 22 SaaS podcasts of 2022 that will propel your SaaS business growth. Steli Efti and Hiten Shas are the biggest SaaS influencers and responsible for huge SaaS brands like Crazy Egg and close.io. Build Your SaaS is a podcast that has been active since 2018. SaaS Growth Stacking Podcast. Build Your SaaS.

2022 10

2022 2018 Customer Success Events 10

Win the Customer

JANUARY 20, 2020

2018 saw the eCommerce industry grow by over 25 percent with 2019 showing no signs of a slowdown for the industry. Better customer support – Research by Juniper Research has revealed that chatbots will be responsible for saving over $8 billion each year by 2022. The eCommerce boom has resulted in lots of competition.

2013 52

2013 Feedback Sales Social Media 52

C Space

OCTOBER 6, 2020

The Brand Move Roundup – October 6, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. In early March we began reporting daily on how brands were dealing with Covid-19. billion in 2018, according to its latest annual report. Mondelez booked $1.21

2020 40

2020 Brands 2030 E Commerce 40

Clarivate

MAY 11, 2023

Despite the availability of multiple DMTs in the Western markets, there was a dearth of DMTs in Mainland China before 2018. Hemophagocytic lymphohistiocytosis (HLH) Emapalumab Gamifant Swedish Orphan Biovitrum AB 2022 Patients with refractory or relapsed HLH HLH is an extremely rare, highly progressive hyperinflammatory disorder.

2021 52

2021 Tourism 2018 2017 52

Clarivate

APRIL 18, 2024

In 2024, watch as the global trendsetter brings to bear its technological expertise combined with a captive Prime membership, brand recognition, and national employer buy-in to re-envision healthcare that truly works around the patient. population (pediatric, adult, and senior care).

2024 52

2024 Healthcare Retail 2023 52

NetBase

FEBRUARY 28, 2019

Geography is an important social analytics metric – that’s why we venture near and far in our quest to understand consumer love for brands. Our latest NetBase Brand Passion Report 2019: Top Loved Australian Brands reveals insights about brands in the magical land of “Oz” – but there are takeaways for all brands everywhere.

Consumers 8

Consumers Brands Airlines 2019 8