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The Authenticity challenge: 25 marketing, CX and innovation takeaways from the 2016 Customer Intelligence Summit

Alida

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. Eliza (@eliza_jacobs) September 20, 2016.

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What were the top customer service trends of 2016?

Eptica

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Find out what they are in this blog post. Published on: January 12, 2017.

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INFOGRAPHIC: 2016 State of Knowledge for Customer Service

Tricia Morris

Customers’ expectations for brands and organizations delivering the right answer at the right time, whether through assisted or self-service, continue to grow. In Microsoft’s Global State of Customer Service Report, 90% of consumers surveyed now expect a company website to include a self-service application. Get the 2016 Knowledge.

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3 Tips Brand Marketers Can Use When Marketing During a Pandemic

Hallmark Business Connections

If you’re a brand marketer, that meant pivoting your strategy to account for the “new normal,” tossing out (or heavily revising) now-defunct messaging, and collaborating with teammates over Zoom rather than in person. After all, the pandemic has impacted consumers’ spending habits in profound ways. pre-pandemic. Have you found it yet?

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5 Ways to Win in the Visual Economy

GetFeedback

It’s been stated that customer experience is the new brand, but what about the visual customer experience? We call this new reality “ the visual economy ,” and in it, product imagery and interaction along the purchase journey is as important to consumers as the product itself. They expected only three as recently as 2016.

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CX Lessons from 2016: 31 Customer Experience Pros Share Their Plans for 2017

Bold360

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. “I have learned in 2016 that our customers (aged 18-24 years old or the millennials) spend most of their time…” On their mobile devices. than by email or phone.

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How to deliver superb omnichannel CX in a digital world according to 24,000 consumers globally

OpinionLab

87% of customers think brands need to put more effort into providing seamless omnichannel CX ( Zendesk ). This is exactly why we recently surveyed 24,000 consumers and 1,000 businesses globally. The difference between the 2015 and 2016 figures are clear. And it goes on and on and on. Here are five key learnings.