Maru Group

FEBRUARY 7, 2022

In a market already in flux, neobanks and financial technology firms (fintechs) are maximizing this missed opportunity by providing customers with deeply satisfying experiences from start to finish. However, traditional financial institutions and lenders continue to fall short by failing to provide a frictionless customer experience.

2001 89

2001 2021 Financial 2022 89

Alida

AUGUST 16, 2016

To appreciate just how dominant they have become, consider these stats: According to Forrester Research’s 2015 Customer Lifecycle Journey report, 81 percent of companies now have community-type support channels—a steep increase from 2012’s 67 percent figure. Technology and social media has given more power and influence to customers.

2015 0

2015 Social Media 2012 Innovation 0

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. The conversation identified several contact center trends that, if addressed effectively, can lead to the transformation of two critical elements of operational success: people and technology. .

Contact Center 79

Contact Center 2022 Omnichannel 2025 79

Optimove

NOVEMBER 15, 2022

Born between 1997 and 2012 and raised alongside Internet technology since the very beginning of their lives – they hold in their hands (literally, ninety-eight percent own a smartphone) an estimated annual purchasing power of $143 billion. Gen Z today comprises around one-third of the world’s population. The result? Long and short?

Engagement 59

Engagement Marketing Social Media Entertainment 59

Talkdesk

JANUARY 23, 2019

Historically, consumers had to go to a gym to work out, but in 2012 a new player came on the market to introduce new digital options. Peloton is using technology to reinvent fitness with their mission to bring fitness to anyone, anywhere, at any time. The fitness industry has changed.

Innovation 76

Innovation 2012 2016 Contact Center 76

Optimove

AUGUST 15, 2023

million people in the US will be using QR codes by 2025 – not bad for a technology that’s had more than its fair share of naysayers! Coca-Cola set a prime example back in 2012 when consumers were relatively new to QR scanning.

Brands 52

Brands Marketing 2025 Events 52

CSM Magazine

SEPTEMBER 24, 2019

Insurers are the least trusted companies in the UK and are unable to answer over half of routine questions successfully, according to research commissioned by digital customer experience technology provider, Eptica. First, they need to embrace processes, technology and knowledge to help them deliver the service that customers expect.

Insurance 45

Insurance Customer Service Multi-Channel Fashion 45

CX University

MAY 16, 2023

PwC Consumer Intelligence Series. Investing in global professional development online courses focused on customer experience and employee engagement can be a smart and strategic decision for businesses that want to stay competitive and succeed in today’s global market. References PwC. Retrieved from [link] Nielsen.

Engagement 98

Engagement Customer Experience Advertising Culture 98

Tricia Morris

FEBRUARY 19, 2016

Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation. 2015 Aspect Consumer Experience Survey ).

Customer Service 70

Customer Service 2015 2016 Contact Center 70

Qualtrics

JUNE 22, 2020

Consumer expectations reflect both past and current product evaluation and user experiences. Technological Expectations. Technological customer expectations focus on the evolving state of the product category. This post was originally published on Dec 10, 2012 and was updated on March 2, 2018 with updated links and references.

Customer Expectations 59

Customer Expectations Customer Satisfaction 2012 Reference 59

Tricia Morris

MAY 18, 2015

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , respondents now say they are using self-service FAQ pages on a company’s website more often than speaking with a live agent on the phone. Customer preferences are changing. Agent responsibilities are changing.

Contact Center 76

Contact Center Customer Service 2015 Virtual Agent 76

Tricia Morris

OCTOBER 19, 2015

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , consumers now say they are using self-service FAQ pages on a company’s website for customer service more often than speaking with a live agent on the phone. Customer Service Maturity Yields Measurable Gains.

Wireless 89

Wireless Customer Service 2015 2016 89

Ann Michaels and Associates

DECEMBER 12, 2018

Consumers want to spend their money with companies that demonstrate that they understand and attend to each customer’s individual needs and truly value who they are. Touting a shiny new piece of technology or virtual reality dressing rooms is meaningless if a company isn’t getting the basics like delivery, payment and sourcing right.??Nearly

Customer Experience 56

Customer Experience Multi-Channel Apparel Retail 56

Kayako

SEPTEMBER 20, 2018

Interestingly, 89 percent of companies now believe they compete primarily on the basis of customer experience, compared with just 36 percent who thought the same back in 2012. Indeed, according to research from Salesforce , 64 percent of consumers expect this kind of offering to be in place. Define the Ideal Customer Experience .

B2B 81

B2B Sales Customer Experience Customer Journey Mapping 81

Customer Bliss

MAY 3, 2017

Consumers today prefer to do things on their own – and, most importantly, according to their own timeframe. Investments in self-service technologies have helped companies siphon off low-complexity issues (e.g., Guest post by Matt Dixon. This especially holds true when it comes to customer service.

Customer Service 134

Customer Service 2013 Contact Center 2011 134

C3Centricity

NOVEMBER 5, 2018

Today’s consumers are demanding, so find out as much as possible about them. Consumers and shoppers want information where and when they need it. Despite the desire for data privacy control, consumers are ready to provide their information in exchange for a better, highly personalised experience. Understand the Market.

Brands 82

Brands Magazine 2012 2013 82

Tricia Morris

AUGUST 11, 2015

But, according to leading consumer surveys, customer satisfaction ranks near the bottom of a cross-industry comparison. According to the American Customer Satisfaction Index (ACSI), a leading cross-industry consumer survey, citizen satisfaction with federal services overall is at an eight-year low , with satisfaction scores averaging 64.4

Government 81

Government Customer Service White Paper 2015 81

ENGAGE.cx

JULY 9, 2015

The constantly evolving technology landscape has empowered brick-and-mortar retailers to rethink traditional business models, thus creating new opportunities to capitalize on consumer desire for experience and make in-store visits more human and personalized. Once they commit, technology, of course makes this easier to implement.

Customer Experience 66

Customer Experience Hotels 2014 2025 66

COPC

APRIL 3, 2018

Interest and investment in chatbots and artificial intelligence (AI) exploded in 2017, with more than a threefold increase in the percentage of brands naming chatbots and AI as the technology of most interest and/or investment. Since then it has grown into a bi-annual report series, including both Corporate and Consumer Editions.

2017 40

2017 Customer Experience Management Customer Experience 2012 40

Eptica

JUNE 15, 2016

This has a major impact on the customer experience – consumers increasingly choose companies that value their time and minimize the effort they need to put in when making a purchase or finding out information. Language capabilities Consumers ask questions in a whole range of ways and using a wide variety of terms.

Multi-Channel 51

Multi-Channel Contact Center 2016 2012 51

Magellan Solutions

MARCH 21, 2024

In 2012, Knight Capital Group experienced a harsh wake-up call when a software glitch ran a torrent of inaccurate trading data into its systems. Keeping up With Ever-Evolving Data Data landscapes constantly change as consumer preferences shift, market trends emerge, and new products launch. The result?

Government 52

Government Financial Innovation 2012 52

Michelli Experience

JUNE 7, 2017

Now, when it comes to customer service, home delivery (in keeping with the lyrics of a Peter Allen song) represents something “old,” which has been repurposed through digital technology, “to be new again.”. So if my childhood had medical service, pharmaceutical, and auto parts delivery, what’s in store for consumers today?

Fashion 45

Fashion 2012 2014 Reference 45

Eptica

JANUARY 22, 2016

Three of the five industries that showed improvements were internet-based – ecommerce, social media and online travel – indicating that consumers are embracing the online channel for its convenience, efficiency and price. This overall downward shift is echoed by the 2015 Eptica Retail Holiday Customer Experience Study.

2015 49

2015 E Commerce Customer Service Social Media 49

Customer Guru

MARCH 7, 2018

CX has played a vital role in transforming me into an ardent operational efficiency advocate, who can discern opportunity in every aspect of business, be it enhancing the efficiency of a customer process or bringing in technology innovation to customer engagement. It would also help us acquire new and additional consumer segments.

Customer Experience 60

Customer Experience Customer Centricity Leadership Innovation 60

Tricia Morris

JUNE 19, 2015

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , consumers now say they are using self-service FAQ pages on a company’s website for customer service more often than speaking with a live agent on the phone.

Customer Service 77

Customer Service Chief Customer Officer Wireless Webinar 77

BirdEye

JULY 10, 2023

You can appeal to existing clients in a new way while also attracting new consumers through different engagement channels. Apple x Nike Technology and iPhone giant Apple and global sportswear brand Nike teamed up to create the Apple Watch Nike+, combining Apple’s smartwatch technology with Nike’s fitness expertise.

Brands 52

Brands Fashion Social Media Retail 52

Tricia Morris

NOVEMBER 6, 2015

Federal customer service scored an ACSI rating of 75 out of 100 – which is average on most grading scales – but this score is down five points from the rating of 80 where federal customer service has stood consecutively since 2012. Consumer feedback should drive customer technology strategies. And more.

Government 81

Government Customer Service Social Media Chief Customer Officer 81

Help.com

MARCH 21, 2016

Generation Z is on the rise and will soon be taking over the consumer market. But soon this group of consumers will soon have all of the buying power. In fact by 2020, Gen Z will account for 40% of all consumers. Born between 1995-2012, Generation Z are just becoming adults, the oldest now reaching 19 years old.

Customer Experience 45

Customer Experience Social Media Omnichannel 2012 45

Natalie Petouhof

SEPTEMBER 1, 2016

Most importantly, the platform the airline uses supports its global consumer base, enabling the airline to monitor the 30,000 social mentions received in more than nine languages each month. To calculate costs, we look at the cost of the technology and implementation (see Figure 1). Calculating Costs. Calculating Gains.

ROI 45

ROI Social Media Airlines Customer Service 45

Gainsight

JULY 11, 2023

I began observing how our customer training programs were lackluster for customers and expensive to run – i.e., they were administered manually and required scheduling at physical locations. Meanwhile, new consumer learning platforms like Coursera and Udemy were launching and revolutionizing how people accessed high-quality education.

2023 40

2023 Leadership 2012 2010 40

CSM Magazine

FEBRUARY 20, 2020

In fact, the same paper proved that 50% of consumers are more willing to try a new product from a brand they recognize, than choosing to try a similar product from a new brand. So, who out there really gets it? What are some of the most innovative or successful marketing campaigns in recent years?

Marketing 52

Marketing Brands 2012 2013 52

Magellan Solutions

JUNE 15, 2021

Hence, they can provide a better service quality for your consumers. It is important as consumers are willing to spend 17% more if the company has an excellent service. As a result, it provides a better relationship between your business and consumers. This will give you an idea how long an agent can work for your business.

Customer Service 52

Customer Service Call Center 2008 2014 52

Magellan Solutions

FEBRUARY 2, 2022

2012 : The revenue of the BPO industry comprised 5.4% In fact, the Philippines is one of the top consumers of streaming platforms all over the world. As expected, the country remained an attractive location for foreign investors. Also, the BPO industry generated $11 billion in revenue and contributed 4.9% to the country’s total GDP.

Call Center 75

Call Center Contact Center Government 2001 75

Education Services Group

NOVEMBER 19, 2019

This was Kodak’s chance to be at the forefront of the digital revolution, but they wouldn’t commit to a new and disruptive technology. The company folded in 2012. Reacting to problems as they arise is time consuming, difficult to plan for, and expensive. But consider the long-term impact of making that investment.

Customer Success 40

Customer Success 2012 Social Media Customer Retention 40

ENGAGE.cx

JULY 9, 2015

The constantly evolving customer experience technology landscape has empowered brick-and-mortar retailers to rethink traditional business models, thus creating new opportunities to capitalize on consumer desire for experience and make in-store visits more human and personalized. Pretty wild, huh?

Customer Experience 40

Customer Experience Hotels 2014 2025 40

Currency Alliance

OCTOBER 11, 2018

Countless articles have been written about enhancing the hotel customer experience (CX) with technology. As one example, StayNTouch, a property management system vendor, claims its mobile check-in technology enabled the Fontainebleu Hotel to profitably and significantly increase upsales of late checkouts. But there is a bigger story.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Comm100

FEBRUARY 19, 2014

These are all important; however, with the customer experience playing field being leveled by new technology and the almighty Internet, it’s important to focus on another key aspect – Accessibility. This channel also has the highest satisfaction rating after voice with consumers. Channels of Accessibility. Web Chat – Customers Love It!

2014 40

2014 Customer Satisfaction Multi-Channel Social Media 40