NetBase

NOVEMBER 19, 2018

Here are some social media marketing predictions for 2019, as heard from the experts at our recent NetBase LIVE conferences in New York and Los Angeles. Austin-based tinydrum calls it “Speaking Human” – and it’s the best approach to win over any audience heading into 2019. Stories that Grab Consumers by the Heart.

Social Media 83

Social Media 2019 Marketing 2010 83

Oracle

JANUARY 15, 2019

The SmarterCX team is on location at NRF 2019: Retail’s Big Show in New York City this week getting an inside look at the latest in retail customer experience trends and technology. Here are some of the hottest trends, technology, and takeaways from NRF 2019. Stay tuned as we add more interviews and insights below.

2019 100

2019 Retail Customer Experience Omnichannel 100

Oracle

OCTOBER 4, 2019

CXFS 2019 brought together senior leaders and industry experts to discuss the latest trends in financial services customer service. Big names in retail, including Amazon, Apple, and Netflix have changed consumer expectations, and that’s shaped the way financial services organizations are now approaching their CX design.

2019 40

2019 Insights Financial Banking 40

Oracle

DECEMBER 26, 2018

As 2018 draws to a close, we’re looking back at the year’s biggest AI innovations. Here’s a closer look at key AI innovations that made a splash in 2018. This year saw further customization of packaging, choosing thumbnail images to display based on consumer preferences. billion by 2025.

2018 105

2018 Innovation 2025 Healthcare 105

ShepHyken

AUGUST 12, 2019

Wall Street Journal) Technology lets companies see how badly they can treat consumers, right up until the moment they bolt. Calculating the ROI of CX: Complete Guide 2019 [Includes Spreadsheets] by Alyona Medelyan. He shares his insights on how companies can develop a differentiation strategy based on customer experience.

2019 99

2019 Article Customer Service ROI 99

CSM Magazine

DECEMBER 18, 2018

As the year draws to an end, Philip Say, VP of Innovation Product Management at Sutherland Labs makes his CX predictions for 2019. Providing insights based on a customer’s context and previous activity will become the new normal – and brands are only starting to scratch the surface of what is possible. About the Author.

2019 79

2019 Customer Experience Hospitality Hotels 79

NetBase

DECEMBER 3, 2019

Why, then, are brands failing to make the most of this insight? The 2019 Consumer Experience Analytics Report: EMEA has answers! The EMEA customer experience experts surveyed had titles like Agile Coach and Head of Success – and if you think those sound extremely specific and insight-focused, we’d have to agree!

2019 52

2019 Entertainment Insights Social Media 52

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

2019 73

2019 Customer Success 2018 Chief Customer Officer 73

NICE inContact

APRIL 30, 2019

It’s safe to say that we’re at an inflection point for AI in the contact center — AI innovations deployed in a myriad of ways, such as chatbots, intelligent routing, workforce management forecasting, and AI-driven interaction analytics, can add significant value to customer experiences and operational performance.

Consumers 59

Consumers Contact Center 2019 2018 59

ShepHyken

NOVEMBER 11, 2019

AdAge) The foundation for personalized customer experience starts with identity and rich consumer data. CIO) Create customer-centricity by delivering seamless experiences, leveraging IT’s unique insights, and evolving your leadership mindset. Why Is Identity So Important In Today’s Customer Experience? by Matt Seeley.

Article 91

Article 2019 Customer Service Customer Centricity 91

ShepHyken

JUNE 24, 2019

Forbes) Dartmouth business school Vijay Govindarajan and author of The Innovator’s Dilemma describes three barriers to brand survival in a changing world. This article reminds us that no matter how busy we get, how innovative we become, and how much success we are enjoying, we can’t take our eye off of customer service.

Article 116

Article 2019 Customer Service Poor Customer Service 116

delighted

JUNE 3, 2021

Consumer spending plunged amidst lay-offs and shelter-in-place orders. Niche and boutique stores without an online presence suffered the most, as consumers migrated to big box stores and online shopping to satisfy all their shopping needs in fewer trips. However, this decrease in spending did not affect all retailers equally.

Omnichannel 98

Omnichannel Retail Consumers 2021 98

Calabrio

MAY 10, 2019

As consumers have become more informed and competition amongst companies fiercer, customer experience (CX) has emerged as a key point of competitive differentiation and the contact centre as an essential part of the experience. Since joining Calabrio seven years ago, I’ve seen the landscape of the contact centre space change dramatically.

2019 40

2019 Technology Insights Customer Experience 40

Alida

AUGUST 16, 2016

The social business market, which runs largely on community platforms, is expected to reach $23 billion by 2019. billion by 2019 , representing a compound annual growth rate of 24.3 Some types of online communities enable customers to seek help from customer service teams or from other consumers in open forums.

2015 0

2015 Social Media 2012 Innovation 0

NetBase

JUNE 5, 2020

The time is ripe to innovate the way movies and TV are seen. In this trend analysis, we’ll share consumer and market intelligence around: Top shows shifting to meet consumer desires for varied experiences in entertainment. AT&T, HBO Max, Peacock, Hulu and Quibi offer ways for brands to reach more consumers.

Innovation 73

Innovation Brands Social Media Advertising 73

Team HGS

JANUARY 9, 2019

HGS Roundtable: Top Customer Experience (CX) Trends in 2019. For our 2019 predictions, we are honored to share unique and well-informed perspectives from an elite group of industry thought leaders. For our 2019 predictions, we are honored to share unique and well-informed perspectives from an elite group of industry thought leaders.

2019 40

2019 Customer Experience Social Media 2024 40

NetBase

MARCH 3, 2020

Consumer and market intelligence can cut Uber’s operating costs, while increasing profitability, which could allow Uber to do away with EBITDA margins as its profitability measure sooner than projected. Uber posted 2019 FCF of negative $4.9 According to Statista , in 2019, “Uber spent $4.6 A couple of catches actually.

Consumers 56

Consumers Marketing 2022 2021 56

Qualtrics

FEBRUARY 10, 2020

And we don’t expect it to slow down this year, in fact we expect the pace of innovation to accelerate. ICYMI: here’s a quick recap of the 2019 updates that made it easier than ever to listen, understand, and act on solicited and unsolicited customer feedback. Listen - hear and understand EVERY customer, at EVERY touchpoint.

2019 58

2019 2020 Feedback Insights 58

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

2019 49

2019 Customer Success 2018 Chief Customer Officer 49

ShepHyken

SEPTEMBER 10, 2021

Consumers today expect speedier access to services than ever before. Estimations show that about 78% of consumers on a transaction did not choose to make an intended sale. . Use customer surveys to improve customer insight and offerings. . Expectation: Customers expect innovation. Customers expect constant innovation.

Customer Experience 102

Customer Experience Advertising Customer Expectations 2011 102

TechSee

DECEMBER 31, 2019

As 2019 comes to a close, they must better prepare for the new decade and beyond. Salesforce predicts a 136% increase from 2019 to 2020 in the number of organizations using AI-powered chatbots, which will continue to be integrated across communication channels to provide seamless real-time customer service on a larger scale than ever before.

2020 136

2020 Customer Service Contact Center Social Media 136

Magellan Solutions

SEPTEMBER 9, 2020

Over the years, technological advancements have innovated business communication. With this, we looked into different resources to find out how live chat is accepted from the perspective of both businesses and consumers. On a global scale, 97% of consumers said that good customer service is important in choosing a brand to trust.

2020 52

2020 Insights B2C E-support 52

Gainsight

MAY 23, 2019

In addition to the exciting announcement of the Gainsight Customer Cloud at Pulse 2019 and new offerings that include Gainsight CDP, CX and RO, our product leaders also shared an incredible list of innovations to our existing products. Renewal Center is available in beta now and will be released in the Summer of 2019.

2019 75

2019 Presentation Insights Engagement 75

TechSee

OCTOBER 31, 2018

Telecoms are harnessing the power of AI to process and analyze these huge volumes of Big Data in order to extract actionable insights to provide better customer experiences, improve operations, and increase revenue through new products and services. With Gartner forecasting that 20.4

2019 100

2019 Telecommunications Average Handle Time Call Center 100

CSM Magazine

JANUARY 23, 2019

With this in mind, here are 10 top trends for contact centers and the customer experience in 2019. Innovating for the CX, not focusing on metrics. Many organizations only have basic insight from contact center MI, but this will change as voice and text analytics become more widely adopted. Brands will start going back to basics.

Contact Center 55

Contact Center 2019 Omnichannel 2018 55

Maru Group

OCTOBER 10, 2019

A large and engaged group of industry professionals from across North America gathered together for inspiration and shared insights at the Smart Energy Consumer Collaborative (SECC) Member Meeting in Minneapolis on October 1 and 2 and by all accounts, it was a resounding success. Customer satisfaction vs. customer centricity.

2019 40

2019 Customer Centricity Social Media Innovation 40

Maru Group

OCTOBER 10, 2019

A large and engaged group of industry professionals from across North America gathered together for inspiration and shared insights at the Smart Energy Consumer Collaborative (SECC) Member Meeting in Minneapolis on October 1 and 2 and by all accounts, it was a resounding success. Customer satisfaction vs. customer centricity.

2019 40

2019 Customer Centricity Social Media Innovation 40

Currency Alliance

JUNE 16, 2020

While travel and retail brands have made a lot of progress in the last 24 months, the bulk of innovation has come from other consumer sectors – including media businesses, entertainment, and telecoms providers, which in recent years appeared to regard loyalty as a lost cause. A disloyal generation? Online-to-offline.

Magazine 52

Magazine Loyalty Innovation 2020 52

Oracle

AUGUST 13, 2019

Oracle OpenWorld 2019 will take place September 16-19 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. The post 5 Exciting Industry Specific Sessions at Oracle OpenWorld 2019 appeared first on SmarterCX.

2019 47

2019 Government Healthcare Entertainment 47

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

FEBRUARY 7, 2019

But it doesn’t happen by chance, and The 2019 Complete Guide to Instagram Listening Strategy eBook , reveals what winning brands and doing – and how! How advanced image analytics and AI technology helps brands gather better insights. The engagement that savvy brands are experiencing on this platform is nothing short of stunning.

2019 56

2019 Brands Download Insights 56

ClientSuccess

JULY 23, 2019

The following lists the top five innovations in customer service those winning brands are adopting. Consumers are incredibly opposed to wasting time and money in any way. Both consumers and businesses understand that their presence on these sites are a necessity for relevancy at least and popularity at most.

2019 40

2019 Customer Service Social Media Multi-Channel 40

NetBase

NOVEMBER 21, 2018

But what changes can hotel brands expect moving forward, and how can they avoid disruption by innovative competitors? The NetBase 2018 Social Intelligence Report: Hotels has all the insights! Further, we note that rising employment, higher real income and increased household net worth reinforced consumer confidence and sentiment.

Hospitality 43

Hospitality Insights Hotels Travel 43

Oracle

OCTOBER 8, 2019

If you’re interested in the future of digital commerce, the Gartner 2019 Magic Quadrant for Digital Commerce covers some important trends shaping the market, as well as evaluates 13 vendors including Oracle. Insights from AI offer CX and operational advantages. Innovation won’t stop at technology, however.

2019 40

2019 2030 2023 Customer Retention 40

TechSee

NOVEMBER 3, 2020

With 61% of customers today reporting that they would avoid technician visits unless strictly necessary (based on an October 2020 survey ), innovative field service organizations have been turning to remote support alternatives in lieu of face-to-face visits. Pandemic-driven need for safety. Growing focus on reducing customer effort.

Contact Center 109

Contact Center Innovation Social Media 2019 109

NetBase

JUNE 10, 2020

As communities reopen for business, brands need to be ready to accommodate the reverse culture shock that consumers are feeling. Many may not even know this is what they’re experiencing, so capturing and closely monitoring consumer experience will be crucial. Examining the ins and outs of consumer experience monitoring.

Culture 73

Culture Social Media Consumers Measurement 73

NICE inContact

MAY 8, 2019

But these days, digital technology innovations can make it increasingly more complex to serve your customers where and how they want to be served. The 2019 business wave of the NICE inContact Customer Experience (CX) Transformation Benchmark explores many of these questions at a global level. The results?

Download 54

Download Contact Center 2019 Omnichannel 54