Eptica

FEBRUARY 6, 2019

Date: Wednesday, February 6, 2019 Author: Pauline Ashenden - Marketing Manager Why focusing on CX is key at times of change. Published on: February 06, 2019. Author: Pauline Ashenden - Marketing Manager Most industries today are radically different compared to 20 or even 10 years ago.

2008 73

2008 White Paper 2019 Automotive 73

ChurnZero

MAY 10, 2019

Top 10 Customer Success Takeaways from TSW 2019. This event brought together thousands of technology leaders from Customer Success, Services, Sales, Product and Marketing. What was particularly great to see was the amount of Customer Success content that was structured into the programming.

2019 74

2019 Customer Success Technology Competitive Advantage 74

Oracle

SEPTEMBER 4, 2019

If there’s one thing that’s true about customer experience (CX), it’s that it is ever-changing. Here we take a look at how executives, like Oracle’s CEO Mark Hurd, as well as industry analysts and research firms view modern changes in customer experience and how organizations can keep up.

Connections 71

Connections Customer Experience B2C 2018 71

Call Experts

FEBRUARY 12, 2020

Three primary trends are driving the customer care industry: diversified cloud-based solutions. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. In 2019, automatic call distribution sported 23.3% through 2022.

Contact Center 69

Contact Center 2020 Call Center Omnichannel 69

Eptica

FEBRUARY 13, 2019

Date: Wednesday, February 13, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Improving the experience with actionable customer intelligence. Published on: February 13, 2019. Financial services – leading international customer credit company Situation: Operating across Europe, this brand has 9.3

Net Promoter Score 62

Net Promoter Score ROI NPS 2019 62

Playvox

NOVEMBER 2, 2021

But given the level of uncertainty experienced in the last 18 months – ever-changing pandemic guidance, more workers voluntarily resigning from jobs, many of us still working remotely – what impact will this have on customer behavior and buying habits as we close out 2021? Hybrid Holiday. Safety and Security. Safety and Security.

Contact Center 73

Contact Center E Commerce E-support 2021 73

Avaya

JUNE 26, 2019

As the white-hot core of customer experience, the contact center needs to fundamentally evolve for organizations to remain competitive in an increasingly digital world. If a customer decides to escalate the interaction, an agent will be prepared with all context of the conversation including communication and transaction history.

Contact Center 63

Contact Center 2025 2019 2023 63

Kitewheel

JUNE 20, 2019

2019 Highlights. Another year and so many more customer journeys to analyze. Here at Kitewheel, we just released the State of Customer Journey Report 2019. This is our biggest data analytical report to date, with over 10 Billion digital and in-person customer interactions tracked and recorded.

Customer Journey 45

Customer Journey 2019 B2C B2B 45

CSM Magazine

JANUARY 23, 2019

In 2018 it was predicted that voice would soon be dead and chatbots would be controlling the customer experience. However, this prediction missed one critical factor: the customer. With this in mind, here are 10 top trends for contact centers and the customer experience in 2019. Bot coaching.

Contact Center 55

Contact Center 2019 Omnichannel 2018 55

ShepHyken

JUNE 24, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. My Comment: Here is a great testimonial to the combination of a great customer experience and product. I never knew I wanted that.”

Article 113

Article 2019 Customer Service Poor Customer Service 113

Call Experts

NOVEMBER 20, 2019

For reference, this count is almost 10 million higher than what we saw in 2016. In 2019, Salesforce forecasts a "sustained and solid U.S. Customer activities and interactions with brands during the holiday season significantly impact contact centers. Maintain proper records and handle customer data for future needs. .

Contact Center 60

Contact Center Management Call Center 2018 60

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. 360-degree view of your customer. view of customers by accumulating data from the various touch points that a customer may use to contact a company.

2018 84

2018 Customer Service Multi-Channel Document 84

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. 360-degree view of your customer. view of customers by accumulating data from the various touch points that a customer may use to contact a company.

2018 84

2018 Customer Service Multi-Channel Document 84

Avaya

APRIL 9, 2019

Athletes are more entertaining, stats are more revealing, tech is more advanced, and the experience is prime! FanVest , an event and community platform for the business side of sports is hosting its annual summit, The Business of Sports & Esports , in Oakland on April 10, 2019. Providing fans #Experiences that Matter.

Sports 51

Sports Entertainment Contact Center 2019 51

Optimove

JUNE 4, 2020

The data shows that retailers have effectively engaged both existing and new customers, even during these troubling times. But, when comparing this MDW to 2019’s, 2020 stats show that the average increase in Orders was +35%, and in Order Amount was +41%, compared to +30% in Orders and +26% in Order Amount in 2019.

2019 52

2019 Fashion Retail 2020 52

Call Experts

NOVEMBER 20, 2019

For reference, this count is almost 10 million higher than what we saw in 2016. In 2019, Salesforce forecasts a "sustained and solid U.S. Customer activities and interactions with brands during the holiday season significantly impact contact centers. Maintain proper records and handle customer data for future needs. .

Call Center 49

Call Center Management Contact Center 2018 49

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. Meeting today’s high customer service expectations can be a challenge. What are the benefits of AI in customer service?

2023 85

2023 Customer Service Healthcare Return on Investment 85

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. It’s also a great opportunity to meet and network with peers within the Customer Success community. Below you’ll find the chronologically ordered top ten conferences Customer Success professionals should attend in 2020 to help grow their careers.

2020 72

2020 Customer Success Events Workshop 72

SurveySparrow

JULY 17, 2019

“The customer experience is the next competitive battleground.” – Jerry Gregoire. How prepared are you for this new battleground of customer experience? Every company of every industry pledges its primary focus to be on customer experience. Were you able to improve customer experience?

Customer Experience Management 55

Customer Experience Management 2019 Customer Experience Management 55

Eptica

DECEMBER 12, 2018

With more and more people engaging with brands through digital channels, improving the customer experience (CX) is a key part of digital transformation - especially as customer expectations rise in this area. Instead, start with your customers: What do they want? Half of the 400 U.S.-based

2018 65

2018 2022 Culture 2019 65

Kitewheel

DECEMBER 18, 2019

Three predictions that will impact the customer journey in the next year. The art and science of customer journey orchestration has evolved over the past decade. The customer journey matters because the customer experience matters. Instead, more than ever they will opt to measure and manage customer journeys.

Customer Journey 52

Customer Journey 2020 Measurement Metrics 52

delighted

FEBRUARY 9, 2021

One of the most common questions we get from our customers is: What type of survey response rate can I expect? When we compared the data from 2019, there actually wasn’t much difference in response rates year over year. Customers who were receiving services still responded to feedback surveys at a similar rate.

NPS 76

NPS 2020 B2C B2B 76

Beyond Philosophy

JANUARY 28, 2019

Customer Experience is having some growing pains. However, by adopting a renewed focus on the following five concepts in Customer Experience, you can overcome these challenges, and, perhaps more importantly, stay ahead of the competition. Segment your customers into personas. Focus on the ROI of CX improvement.

2019 139

2019 ROI Net Promoter Score Fashion 139

NetBase

JUNE 2, 2020

The key trend the ecommerce giant is expertly taking advantage of, and why others should consider following suit. And brands will want to note some key stats we’ve uncovered: Gen Z and millennials accounted for nearly $350 billion in consumer spending in 2019. It’s expected to reach $51 billion by 2023. trillion in 2020.

Retail 52

Retail Apparel 2019 2023 52

Wootric

DECEMBER 9, 2020

The value of becoming a customer-centric company is no longer in question. In 2019, companies leading in CX were 3X as likely as their peers to have significantly exceeded their business goals. With the right approach, every employee can become customer-centric and every employee can align around improving customer experience. .

Banking 52

Banking Culture Feedback Customer Centricity 52

NetBase

AUGUST 7, 2020

And here a few important tidbits to keep in mind: In 2019, 70% of 18-24 year olds spent less than $500 on a mattress. Taking that into consideration and understanding that in 2019, 70% of 18-24 year olds spent less than $500 on a mattress, it became clear that SSB needed to refocus their attention on this group of consumers.

Consumers 80

Consumers Social Media Download 2019 80

TechSee

OCTOBER 31, 2018

Artificial Intelligent applications are revolutionizing the way telecoms operate, optimize and provide service to their customers. Today’s communications service providers (CSPs) face increasing customer demands for higher quality services and better customer experiences (CX). The driver for this growth?

2019 100

2019 Telecommunications Average Handle Time Call Center 100

Oracle

DECEMBER 2, 2019

This is a preview of the ebook “ 3 Customer Experience Essentials for Today’s Shoppers “ If you’re looking to exceed expectations with customers this holiday season (and well into the 2020s), it’s not difficult. The key is to get personal. The same Pitney Bowes study found that 56% of U.S.

Retail 40

Retail Social Media 2019 Consumers 40

Avaya

JUNE 4, 2019

Over 90% of companies agree that artificial intelligence (AI) is one of the most important technologies for 2019, according to research firm Vanson Bourne. So, how can AI be implemented to deliver more intelligent experiences and drive new efficiency gains? Predicting Customer Behavior.

Workshop 79

Workshop 2019 Communication Technology 79

Magellan Solutions

APRIL 16, 2020

In fact, a lot of key industry players are taking advantage of offshore outsourcing. In 2019, Walmart’s outsourcing decision hit the headlines, when it laid off hundreds of staff in favor of outsourcing accounting and financial services. Hubspot is also a trusted resource for sales and marketing trends. Procter & Gamble.

Telecommunications 82

Telecommunications Wireless Automotive 2002 82

Magellan Solutions

JULY 7, 2021

In their report 70% of the 40 executives they interviewed agreed that the key objective of outsourcing is to minimize cost. The impact of COVID-19 obviously plays a key role here. It also improves customer service and satisfaction, giving your customers an incentive to return to your firm when they need something.

Call Center 52

Call Center 2021 2020 2025 52

transcosmos Information Systems

MARCH 5, 2019

If you’re still undecided on whether to implement it for your organisation, or if you want to update your current strategies based on what the trends are, the latest figures and facts about the global outsourcing industry presented here will hopefully give you an idea on which path to go. Business Process Outsourcing. Automation.

2019 75

2019 2017 2018 2016 75

ProProfs Chat

MAY 6, 2020

Did you know that 67% of people worldwide believe that customer service as a whole is improving? One of the top reasons why customers have higher expectations from their preferred brands to offer the best service experience! Prompts them to share their awesome experience with your brand on public platforms.

2020 66

2020 Customer Experience E Commerce E-support 66

Magellan Solutions

AUGUST 2, 2021

billion in 2018 and significantly more in 2019. A report from Clutch suggested that more than 37% of SMEs were already outsourcing some of their business processes since 2019 and that their offshore development budgets would see a substantial increase. Such as destinations, people, and experiences. .

Call Center 52

Call Center Contact Center Tourism Healthcare 52

NetBase

JUNE 5, 2020

In this trend analysis, we’ll share consumer and market intelligence around: Top shows shifting to meet consumer desires for varied experiences in entertainment. Consumers are ready to move out of Zoom, though not ready to venture to theatres, and they still want a theatrical experience. Top Shows are Shifting.

Innovation 73

Innovation Brands Social Media Advertising 73

Qualtrics

FEBRUARY 13, 2019

In our digital society, it’s key that you get facetime with like-minded individuals and leaders who understand how marketing is evolving. The experience can be invaluable to your organization as you understand what drives your customers. Below are 10 brand and marketing conferences that you should check out for 2019.

2019 20

2019 Brands Marketing 2018 20

Oracle

NOVEMBER 7, 2018

This past week, we attended Cable Tec Expo 2018 in Atlanta – a conference that showcases breakthrough technology and trends in the cable and telecommunications industries. Companies like Oracle are assisting in enhancing the student experience by providing real-time actionable analytics at an individual level in the field.

2018 40

2018 Telecommunications Wireless Transportation 40