TechSee

JANUARY 2, 2019

If you’re in the Smart Home or Smart City business, CES 2019 is a must visit. CES 2019 Smart Home Sessions Not to be Missed. Whirlpool will reveal what consumers are craving – easy to understand smart features that are a practical, efficient addition to their everyday household tasks. Smart Home Startups to See at CES 2019.

2019 174

2019 Innovation Entertainment Events 174

Oracle

MARCH 18, 2019

Consumer loyalty is more difficult than ever for retailers to attain. Yet, it is as important as ever for a company’s sustainability to crack the consumer loyalty code. Here are 3 ways to improve loyalty in 2019. Leverage technology. Technology can help reach that goal. Be transparent.

2019 60

2019 Loyalty Consumers Loyalty Programs 60

Kustomer

DECEMBER 20, 2019

The final days of 2019 are drawing to a close, and that means it’s time for Kustomer’s year-end wrap up. Here are some of the most memorable highlights: Top Customer Service Trends of 2019. Unfortunately, the two terms have almost become interchangeable, with many companies and technology providers conflating them.

2019 93

2019 E-support Omnichannel Events 93

InMoment XI

DECEMBER 15, 2022

You aren’t waiting until the end of the year to get a mailed report containing consumer trends for the past year (hopefully), but rather you need to be keeping up with your consumers in real time. Identifying digital experience trends will help you adapt your business to get ahead of your consumer, not behind them.

Social Media 529

Social Media Metrics Customer Journey 2019 529

Oracle

FEBRUARY 13, 2019

And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs. As retailers big and small reimagine their loyalty programs to meet evolving customer expectations, the experts weigh in on the loyalty trends they believe will be hot in 2019, as reported in Oracle’s 2019 Loyalty Predictions Report.

2019 95

2019 Loyalty Loyalty Programs Retail 95

TechSee

FEBRUARY 19, 2019

As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. One of the keys to innovation in this area is self-service technologies that enable customers to quickly and conveniently resolve problems on their own, especially from their mobile devices. In a nutshell. What’s on the agenda?

2019 95

2019 Innovation Telecommunications Events 95

CSM Magazine

NOVEMBER 19, 2018

Sabio’s Chief Innovation Officer, Stuart Dorman highlights what he sees as the 10 key CX technology trends that will shape successful customer experiences during 2019 and beyond. 10 Key CX Technology Trends for 2019. 10 Key CX Technology Trends for 2019.

2019 88

2019 Customer Experience Social Media Innovation 88

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Published on: December 11, 2019. Author: Pauline Ashenden - Marketing Manager As the end of the year approaches, now is the perfect time to evaluate how the customer service sector has performed in 2019.

2019 75

2019 Customer Service Social Media NPS 75

Oracle

MARCH 12, 2019

Shoptalk describes itself as an event “where the entire retail ecosystem comes together to create the future of retail based on the latest trends, technologies and business models, including changes in consumer expectations.” Retail is embracing new service delivery models to meet consumer needs.

2019 86

2019 Retail Insights Events 86

Kustomer

OCTOBER 2, 2020

In fact, according to our own research , 79% of consumers say customer service is extremely important when deciding where to shop, so delivering on consumer expectations has never been more important. It’s not just about delivering on consumer expectations ?— it’s about exceeding their anticipated desires to drive loyalty.

Consumers 80

Consumers Retail E-support Competitive Advantage 80

Bold360

DECEMBER 19, 2018

We saw companies, like ours, making the technology much more approachable and as a result, there were some really great real-world successes. So what can we expect for 2019? Here are my thoughts: 2019 and the rise of the AI-enabled personal assistant. 2019 will be the year that consumers stop compromising.

2019 78

2019 2018 Consumers Employee Experience 78

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

TechSee

JUNE 4, 2019

While these non-technological training styles center offer a number of benefits, they can consume a considerable portion of a call center’s resources in terms of time and cost. Virtual private tutors. One size doesn’t fit all. Agents have different strengths and weaknesses and training modules must be responsive to their requirements.

Call Center 117

Call Center Technology Contact Center Average Handle Time 117

Eptica

APRIL 12, 2019

Date: Friday, April 12, 2019 Author: Pauline Ashenden - Marketing Manager Analyzing CX sentiment in 2019. Published on: April 12, 2019. The highest ever number of consumers (13.9%) said they’d faced customer service problems. This means customer satisfaction is at its lowest level since July 2016.

2019 76

2019 Fashion Customer Satisfaction Presentation 76

NetBase

MARCH 4, 2019

And any brands still devoting half-hearted efforts to their digital marketing really need to read The 2019 State of Social Report , as it offers game-changing insight for (and from) small, challenger and top-performing businesses. And you can thank consumers for that. Consumer Marketing Opportunities & Challenges.

2019 89

2019 Social Media Advertising Consumers 89

Eptica

JANUARY 30, 2019

Date: Wednesday, January 30, 2019 Author: Anne-Claire Bellec - Marketing Director The 4 barriers to meaningful consumer conversations. Published on: January 30, 2019. Author: Anne-Claire Bellec - Marketing Director The reasons that consumers remain loyal to brands goes beyond factors such as product range and price.

Consumers 77

Consumers 2019 Social Media Brands 77

TechSee

JUNE 25, 2019

of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. As the technology matures, many companies will inevitably look for holistic AI solutions that unify customer and operational data to achieve the most valuable and actionable insights.

Technology 122

Technology Customer Service Contact Center Call Center 122

Interactions

DECEMBER 18, 2019

10 years ago… While there was certainly a greater shift to a more customer-centric focus than in the early 2000s, the technology in 2010 was not on par with what it is today. had been around for about 20 years, but the technology hadn’t improved much from when it was originally developed. Chatbots passed through the Great Filter.

2019 62

2019 Customer Experience 2010 Contact Center 62

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. An up-close look at advancing technology.

2019 100

2019 Retail Customer Experience Omnichannel 100

Eptica

DECEMBER 5, 2018

Date: Wednesday, December 5, 2018 Author: Olivier Njamfa - CEO & Co-Founder The importance of trust to customer experience in 2019. Author: Olivier Njamfa - CEO & Co-Founder The balance of power between brands and consumers is shifting, with customers now wielding greater influence and control. Published on: December 05, 2018.

2019 77

2019 Customer Experience 2018 Consumers 77

TechSee

JANUARY 28, 2020

Black Friday is a day that retailers wait for all year, and 2019 was no different. Consumers also found their way into brick-and-mortar locations much more often, with many having opted to buy online and pick up in-store (BOPIS). Translation: a $20 billion black hole that made a huge dent in 2019 Black Friday and Cyber Monday revenue.

Retail 136

Retail Wireless 2019 2020 136

Eptica

MAY 15, 2019

Date: Wednesday, May 15, 2019 Author: Pauline Ashenden - Marketing Manager Which sectors do consumers trust most for CX? Published on: May 15, 2019. Author: Pauline Ashenden - Marketing Manager If you don’t build consumer trust in your brand, you risk undermining customer loyalty and damaging sales revenue.

Consumers 66

Consumers Automotive Insurance 2019 66

Optimove

DECEMBER 26, 2019

.” “Driven by technology and on-demand culture.” These days, the majority of consumers (=spenders) are either at the younger end of GenX (born mostly around the late 70’s) or are simply Millennials (born early 80’s to mid-90’s). MOTIVATION AND HOW TO SPUR IT.

Consumers 72

Consumers 2019 Loyalty Touchpoint 72

Oracle

OCTOBER 2, 2019

in 2019 to $3.535 trillion, and by 2023, the industry is expected to be worth US$6.54 While consumers are hungrier than ever for goods and digital services, the level of competition in this space has never been higher, making margins tight. According to eMarketer , the global ecommerce market is expected to grow by 20.7% Visual search.

Technology 87

Technology Social Media Fashion Retail 87

Oracle

DECEMBER 18, 2019

Customer experience headlines in 2019 brought us new information regarding customers’ desires and motivations, technology that’s changing the way we interact with customers and with each other, and insights into what some brands and practitioners are doing right, and where others have room for improvement. The sky is blue.

2019 54

2019 Customer Experience Omnichannel 2020 54

ShepHyken

MARCH 25, 2019

Survey: Customer experience trends 2019 by Lynne Capozzi. ClickZ) Per a recent survey, 66% of consumers globally said: “I don’t remember when a brand experience exceeded my expectations.” Live from ModernCX 2019: 3 Days of Customer Experience Takeaways by SmarterCX Team. ” Key findings from the report.

2019 107

2019 Article Customer Service Competitive Advantage 107

Oracle

NOVEMBER 27, 2019

Today, the customer experience isn’t bound to any one physical or digital space, as 73% of consumers use multiple channels to shop , according to a Harvard Business Review study of 46,000 shoppers. Technology hasn’t just transformed customer service. Retail innovations are changing how consumers connect with brands.

Retail 74

Retail Innovation 2019 Multi-Channel 74

ShepHyken

APRIL 1, 2019

How Customer Service Trends Are Changing in 2019: Highlights from the New State of Service Report by Sarah Patterson. My Comment: Our friends at Salesforce have just released their 2019 “State of Service” report. A Look at Technology and Data Protection by Brian Hannon. Do Customers Trust Your Tech?

2019 99

2019 Article Customer Service Social Media 99

TechSee

JUNE 11, 2019

Recently, an innovative technology has emerged, transforming contact center operations and customer experience across a wide range of industries: Visual Assistance. The technology is unique because it delivers KPI improvements without cannibalizing others. Customer Service KPIs – The Results. Truck rolls reduced by 19%.

Technology 117

Technology Customer Service Contact Center NPS 117

C Space

DECEMBER 6, 2021

Five Consumer Forces Shaping Move. In March of 2020, we launched an exploration to understand how people’s lives are changing amidst the new realities thrust upon us by the pandemic, social unrest and evolving technologies. billion, and more than 194 billion impressions since October 2019. billion since October 2019.

Consumers 59

Consumers Transportation 2019 Airlines 59

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. Yet, in parallel, we will start to see more customers become savvy to the understanding that AI is part of life, and adjust their expectations that these technologies will be included in many modern applications.

2019 79

2019 Customer Experience Hospitality Hotels 79

ShepHyken

SEPTEMBER 23, 2019

My Comment: Chris Elliot is a consumer advocate. At first, I thought this article was written for consumers. The technology is already making an impact across many industries. billion in 2019 — a 44% increase over 2018. After all, the title is “How to Tell if a Customer Service Agent Will Help You.”

Article 99

Article 2019 Customer Service Customer Journey Mapping 99

Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. Four reasons why email is on the rise Despite the growth of new channels, research from Forrester demonstrates that email is still central to how consumers communicate with brands.

2019 65

2019 Blog 2020 Leadership 65

Oracle

APRIL 1, 2019

In 2019, there’s a fundamental shift in the way brands think about omnichannel, as every part of the CX becomes crucial. ” In response, brands are revisiting the customer journey and investing in CX technology. The post 4 Ways Omnichannel Customer Experience Will Change in 2019 appeared first on SmarterCX.

Omnichannel 108

Omnichannel 2019 Customer Experience Touchpoint 108

Maru Group

JANUARY 8, 2019

Changing spending habits, growing business rates, unprecedented levels of discounting and even the weather all collided to make 2018 one of the most difficult trading years for consumer brands in recent history. 2019 is therefore all about bringing people and technology together to positively impact how customers interact with a brand.

2019 56

2019 Customer Experience Retail 2018 56

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

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. You’ll learn how to use technology to support voice-of-the-customer strategy and how to staff your team for success.

2019 40

2019 Technology Insights Customer Experience 40