West Monroe

JANUARY 24, 2022

High-tech and software (HT&S) companies continued to enjoy enviable growth rates and sky-high valuations in 2021 thanks to strong demand for products that supported digital engagement during the global pandemic and record-breaking levels of M&A activity. Overarching trends have widespread influence. Macro financial pressures.

2022 40

2022 B2B Chief Customer Officer Financial 40

Maru Group

FEBRUARY 7, 2022

By Mallory Salerno, Vice-President, Business Development, Maru/Matchbox | February 7, 2022. As employment interruptions, income insecurity, and inflation rose in 2021, BNPL adoption increased exponentially. In 2021, Black Friday and Cyber Monday saw skyrocketing purchases in North America with the assistance of BNPL.

2001 89

2001 2021 Financial 2022 89

CX University

MARCH 18, 2024

See below on how this is used to measure success of hyper-personalization.) How to Measure the Success of Hyper-Personalization Companies measure the success of their hyper-personalization efforts through various metrics that demonstrate the value and impact of personalized experiences on customer engagement, retention, and revenue growth.

Customer Experience 52

Customer Experience Retail 2023 2022 52

TechSee

MARCH 7, 2023

Deborah Woods, Contact Center Manager, Costa Express Limited – With a strong track record of exceeding business metrics and a leader who can influence people at all levels and negotiate effectively, Deborah is a professional, goal-oriented people manager. We were excited to see her leading the conversation at MCW23 last week.

2023 207

2023 Contact Center Leadership Hospitality 207

SurveySparrow

DECEMBER 10, 2020

Whether you are planning to implement CRM software, a project management tool, team collaboration tool, or maybe an online survey tool, here we’ve mentioned the most popular ingredients to accelerate digital transformation in 2021 and beyond. In short, automation is one of the key ingredients of digital transformation in 2021.

2021 52

2021 Social Media 2020 2024 52

Stella Connect

NOVEMBER 29, 2021

Source: 2021 Stella Connect by Medallia survey of 2,100 consumers in the US and UK. Source: 2021 Stella Connect by Medallia survey of 2,100 consumers in the US and UK. Source: 2021 Stella Connect by Medallia survey of 2,100 consumers in the US and UK. Measuring the impact of service recovery efforts on NPS over time.

Poor Customer Service 84

Poor Customer Service 2021 2022 Consumers 84

Stella Connect

DECEMBER 15, 2021

This is just one key takeaway from Customer Service Trends for 2022: Preparing for the Future of Customer Service , a comprehensive report based on our customer service study of more than 2,100 consumers in the US and UK. Source: 2021 Stella Connect by Medallia survey of 2,100 consumers in the US and UK.

Poor Customer Service 75

Poor Customer Service 2021 2022 Consumers 75

COPC

MAY 31, 2022

The latest updates, announced in August 2021, reflect the growing use of digital support technologies and consider the service journey as a whole. In May 2022, committee members will discuss using COPC Inc.’s Standardize systems, processes, metrics and targets. They also merit increasing employee engagement initiatives.

Customer Experience 101

Customer Experience Contact Center Consulting Metrics 101

Lumoa

APRIL 7, 2022

A Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction. An NPS score is a valuable metric to track customer sentiment, and it can help businesses improve customer loyalty, boost sales, and improve customer satisfaction. For example, the average NPS score in 2021 for the retail sector is 32.9,

NPS 83

NPS Net Promoter Score Banking CEM 83

Clarivate

JUNE 21, 2022

As we approach this year’s JCR release at the end of this month, we reviewed factors that may affect the published metrics. This year’s data summarizes Web of Science citations from 2021, including 35,000 publications (journals, books and conference proceedings), 2.7 What might this mean for the 2022 Journal Citation Reports?

2022 138

2022 2021 2020 2010 138

BlueOcean

MARCH 31, 2021

For some industries, 2020 metrics may never be seen again. What will inform your forecasting for 2021 and 2022? The typical tactic of using past data to predict future trends gets complicated when the current factors influencing your short-term forecast won’t be repeated in the future. How will that impact you going forward?

Tourism 156

Tourism Contact Center Customer Care 2020 156

ChurnZero

SEPTEMBER 8, 2022

Customers who engage with training demonstrate faster adoption, higher retention, and less churn, leading to better overall customer success metrics. Another benefit of using an LMS for customer training is that you can measure the impact of your training on business metrics to make a case for your team’s success.

Customer Success 98

Customer Success Customer Satisfaction Customer Retention Customers 98

COPC

SEPTEMBER 30, 2022

26, 2022—  COPC Inc. The innovative technology aligns quality results with the customer experience and key business metrics. The innovative technology aligns quality results with the customer experience and key business metrics. First awarded this prestigious recognition in March 2021, COPC Inc. WINTER PARK, Fla.,

Contact Center 63

Contact Center 2022 Call Center 2021 63

West Monroe

DECEMBER 20, 2022

This article was originally featured in the December 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. In the January 2022 Climate Action 100+ report , 87% of companies reported having board-level oversight of climate change.

2021 52

2021 2022 Metrics 2030 52

West Monroe

DECEMBER 20, 2022

This article was originally featured in the December 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. In the January 2022 Climate Action 100+ report , 87% of companies reported having board-level oversight of climate change.

2021 52

2021 2022 Metrics 2030 52

COPC

OCTOBER 13, 2021

Please register here to attend the event on Monday, October 18, 2021, from 11:00 AM – 12:30 PM ET/8:00 AM – 9:30 AM PT. In 2021, the top three vendor management priorities have been: Rapid acceleration of revising outsourcing requirements, updating contracts and reevaluating supplier capabilities to serve this new normal best.

Contact Center 52

Contact Center White Paper 2021 2022 52

Playvox

NOVEMBER 1, 2022

In our 2022 remote work study , we found that nearly all the respondents were offering hybrid or remote work arrangements, but only 34% had a policy in place to govern it. A sprawling 2022 survey of more than 20,000 knowledge workers by Microsoft offers some insights. Measure Performance.

Contact Center 74

Contact Center Average Handle Time 2022 Government 74

Clarivate

JUNE 28, 2022

Today we release the 2022 update to the annual Journal Citation Reports (JCR). This year’s JCR release is based on 2021 data compiled from the Web of Science Core Collection , the leading collection of quality journals, books and conference proceedings in the world’s largest publisher-neutral global citation database.

2022 141

2022 2021 2010 Metrics 141

West Monroe

OCTOBER 5, 2022

Given that reality, software and tech-enabled companies that understand key metrics and then utilize them to guide business decisions are more likely to emerge from the current conditions in a position of strength. Focus on metrics that matter. Revenue efficiency metrics should guide go-to-market capital allocation.

Competitive Advantage 52

Competitive Advantage 2022 Return on Investment Metrics 52

Daniel Group

JULY 27, 2023

The statistical correlation between these two measures is significant. The change was significant starting in 2019, going from less than one percent of surveys with an opportunity to almost two percent in 2022. Issue frequency increased beginning in 2021 but has gone down since. The trend in issue frequency was different.

NPS 52

NPS Net Promoter Score Customer Experience 2005 52

Daniel Group

JULY 27, 2023

The statistical correlation between these two measures is significant. The change was significant starting in 2019, going from less than one percent of surveys with an opportunity to almost two percent in 2022. Issue frequency increased beginning in 2021 but has gone down since. The trend in issue frequency was different.

NPS 52

NPS Net Promoter Score 2005 2007 52

CSM Magazine

OCTOBER 12, 2022

At the same time, the proportion of British consumers happy to self-serve complaints has dropped to 28% in 2022, down from 34% in 2021. Close the gap – perceptions are everything but there currently exists a giant chasm between what customers want and how their favourite brands actually measure up to the task.

Consumers 52

Consumers 2022 Social Media 2021 52

InteractionMetrics

OCTOBER 25, 2023

When OCFA first proposed a Diversity, Equity, and Inclusion initiative in 2021, some staff responded skeptically. So before launching any DEI classes, consulting, or initiatives, Julián reached out to market research firm Interaction Metrics. He enlisted Interaction Metrics to write a DEI survey, implement it, and conduct its analysis.

Metrics 52

Metrics Interaction Culture Leadership 52

CustomerSuccessBox

DECEMBER 13, 2021

Customer Success Leadership Roundtable: CSM Performance Metrics | Wednesday, December 15, 2021. This live online leadership discussion features 3 Top Customer Success leaders who constitute a panel sharing how they measure the efficacy of their CS efforts and the efficiency of their Customer Success team.

2022 52

2022 Events 2021 Customer Success 52

COPC

MAY 31, 2022

The latest updates, announced in August 2021, reflect the growing use of digital support technologies and consider the service journey as a whole. In May 2022, committee members will discuss using COPC Inc.’s Meeting the contact center requirements ensures objective measures function and positively impact end-users or clients.

Contact Center 52

Contact Center Consulting Metrics Roadmap 52

Optimove

DECEMBER 8, 2022

To find the best time of the week to send an Email or Push Campaign, Optimove marketing data analysts looked at three types of metrics: Deliverability. To conduct the analysis, data was taken from January 1 st , 2022, to July 1 st , 2022. Response rate. Deliverability VS Open Rate VS Response Rate.

2022 52

2022 Reference 2021 Metrics 52

Optimove

JULY 22, 2022

The E-Learning market was valued at USD 315 billion in 2021 and is projected to grow by 20% from 2022 to 2028, as technological innovations enable more and more people to learn from a distance. At the end of it stands one metric – predictive future value – which Varsity Tutor swears by.

2028 52

2028 Metrics 2022 2021 52

Lithium

DECEMBER 7, 2021

Instagram IGTV Format Update On October 5th, 2021, Meta announced they’ve started rolling out a merging of Instagram TV (IGTV) videos with feed videos, to form a new “Instagram Video’ format. But how do we measure the ‘health and wealth’ of an Online Community? Thursday 12/16/2021 12:01 am PT – Monday 1/3/2022 11:59 pm PT.

2021 52

2021 Events 2022 Metrics 52

Comm100

MAY 20, 2022

In 2021, the average live chat CSAT score stood at an impressive 84%. According to Comm100’s latest Live Chat Benchmark Report, 63% of chats received in 2021 were sent by mobile. When adding live chat to your support operations, it’s important to track the key metrics to learn how well your team is performing.

2021 77

2021 Multi-Channel Consumers Connections 77

Strativity

JANUARY 6, 2023

To gain deeper insight into the health of brand and consumer relationships as we emerge from the pandemic, Material launched a propriety diagnostic that allows brands to measure the quality of their customer experience. Keeping score with the Material Fidelity Index. Not only is Chick-fil-A, which had $16 billion in sales and $5.8

2001 52

2001 Omnichannel Consumers Brands 52

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. billion and negative $641 million, and positive FCF is expected to be achieved in 2022.”. Billion Dollar Marketing Metrics.

Consumers 56

Consumers Marketing 2022 2021 56

Clarivate

JANUARY 3, 2023

The latest annual edition, Research Fronts 2022, marks the 9th collaboration between Clarivate and the CAS. As with the 2021 edition, this year’s roundup conveys the broad and pervasive impact of COVID-19 on global research. Read the new report now. To learn more about these analyses, download both free reports here.

2022 98

2022 2016 2021 2019 98

ChurnZero

JUNE 24, 2022

2022 continues to be a grave reminder that change is constant. In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey. Those are the types of things that you can use as KPIs, on the way to the ultimate metric which is NRR.

2022 98

2022 Metrics B2B NPS 98

COPC

NOVEMBER 5, 2021

As a result of the changes since the onset of the COVID-19 pandemic, brand leaders are rapidly addressing their outsourcing partnerships in 2021 with enhanced work-from-home (WFH) and drastic competitive sourcing strategies. We discuss these topics more in-depth in the white paper , The 2021 State of Contact Center Vendor Management.

Contact Center 52

Contact Center Workshop White Paper 2021 52

SmartKarrot

DECEMBER 18, 2020

So, to stay ahead of the curve, it is worth having a look at the latest trends in customer service that are going to hit the road in the year 2021. 1 More control over metrics to measure ROI. Measuring the impact of customer service has always been difficult for entrepreneurs. So, let’s look at those trends here. #1

2021 10

2021 Customer Service Net Promoter Score ROI 10

SmartKarrot

DECEMBER 18, 2020

So, to stay ahead of the curve, it is worth having a look at the latest trends in customer service that are going to hit the road in the year 2021. 1 More control over metrics to measure ROI. Measuring the impact of customer service has always been difficult for entrepreneurs. So, let’s look at those trends here. #1

2021 10

2021 Customer Service Net Promoter Score ROI 10

Education Services Group

JANUARY 8, 2021

Whether you are one of those hit-the-gym, reorganize-your-life, use the New Year to envision a new you types, or simply the type to harness the calendar shift to plan ahead, it’s time to build your 2021 strategy. I’ve compiled seven Customer Success goals to kick-start your CS prosperity and expansion in 2021. Where do you even start?

Customer Success 52

Customer Success 2021 2020 Customers 52