NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

Contact Center 67

Contact Center Consumers Net Promoter Score 2018 67

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

2017 61

2017 Customer Engagement Engagement Contact Center 61

Clarabridge

JANUARY 4, 2017

Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. 42% of consumers have purchased more after a good customer service experience 2. 52% stop buying after a bad customer service interaction 2. 83% of US consumers prefer dealing with human beings 1. trillion 1.

2017 51

2017 Customer Experience Return on Investment Competitive Advantage 51

Alida

SEPTEMBER 6, 2018

between 2017 and 2022. Meanwhile, IHL Group recorded a net increase of 4,000 new store openings in 2017—a far cry from a collapse. Finally, consumers are feeling pretty good about the economy with 59.5% confident or very confident as of January 2018, according to the Consumer Mood Index. Get closer to your employees.

Retail 243

Retail E Commerce 2017 E-support 243

Bold360

FEBRUARY 23, 2017

The financial services industry is changing and developing at a ferocious pace, and 2017 is expected to be a year of growth, at least for those companies able to provide their customers with access to the best technology available to assist them throughout their online journey. Creating a New Self-Service Solution in Banking.

2017 63

2017 Financial Banking 2014 63

CSM Magazine

MAY 18, 2017

Over 88% of organisations expect digital customer interactions to overtake voice by 2020 or sooner and 92% say customer experience can be linked to revenue, but just 29% are confident they can deliver a seamless customer experience across multiple channels, according to a new report, State of Customer Experience 2017 from West.

2017 40

2017 Customer Experience Contact Center Customer Experience Professionals 40

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

Contact Center 54

Contact Center Consumers Net Promoter Score 2018 54

Bold360

NOVEMBER 15, 2017

Consumers in 2017 have heightened standards for customer service and support. During a time where every advertisement we see on social media and every recommended product on Amazon is tailored to our individual interests, customer support interactions must follow suit.

Interaction 56

Interaction Social Media 2017 Advertising 56

Wootric

AUGUST 21, 2018

How we live and communicate are evolving at lightning speed thanks to one thing: Technology. But rather than looking at it as an intrusive occurrence, perhaps it’s better to view emerging technologies as tools with the power to reshape, not disrupt. How are these rapid changes going to disrupt business as usual? Augmented reality.

Technology 58

Technology Customer Experience 2025 2007 58

ReviewTrackers

FEBRUARY 22, 2017

South by Southwest (SXSW) will take place from March 10 through March 19, 2017 in Austin – and we here at ReviewTrackers are thrilled to be taking part in this epic event with an event of our own, The Customer Social. SXSW offers the most unique industry convergence of music, film, and technology. SXSW Interactive Trade Show.

Events 63

Events Interaction E-support 2017 63

ShepHyken

SEPTEMBER 11, 2017

12 Ways To Keep Customer Interaction Alive In The Face Of Self-Service Technology Integration by Forbes Communications Council. Forbes) With heightened consumer demand for automated self-service technologies, companies are answering the call and investing in do-it-yourself services. Follow on Twitter: @Hyken.

2017 82

2017 Article Customer Service Customer Service Training 82

NICE inContact

OCTOBER 15, 2018

Can your contact center keep up with changing consumer demands? The second annual NICE inContact Customer Experience (CX) Transformation Benchmark includes consumers from three countries – United States, United Kingdom and Australia – with year-over-year results for US (2018 vs 2017), and new benchmark data for UK and Australia.

Contact Center 49

Contact Center Consumers 2018 2017 49

Clarabridge

JANUARY 4, 2017

Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. 42% of consumers have purchased more after a good customer service experience 2. 52% stop buying after a bad customer service interaction 2. 83% of US consumers prefer dealing with human beings 1. trillion 1.

2017 40

2017 Customer Experience Return on Investment Competitive Advantage 40

inmoment

NOVEMBER 15, 2018

From Google’s Arts and Culture app – which uses facial recognition technology to match selfies to thousands of artworks—to Pizza Hut’s plans for driverless pizza delivery. Products ranged from big data analytics to speech recognition to advanced decision making to predictive technology. Automate simple customer interactions.

Interaction 40

Interaction 2030 2025 Hospitality 40

Second to None

APRIL 3, 2018

In fact, the industry has accrued seven straight years of positive growth, totaling $780 billion dollars in 2017.[1] Another impactful trend in this industry is the proliferation of different ordering technologies. Consumer preferences in the fast-casual industry are shifting towards brands with a great Customer Experience.

Consumers 63

Consumers Brands Rewards Programs Loyalty 63

TechSee

MAY 15, 2018

All eyes were on the smart home market in 2017. In fact, according to PwC’s 2017 consumer study of the IoT and the connected home, while 81% of consumers are aware of smart technology, only 26% actually own a smart device. Security & Privacy. Interoperability and Stability. Focus on Value.

Marketing 111

Marketing Wireless 2017 2016 111

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

2017 40

2017 Customer Engagement Engagement Contact Center 40

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

2017 40

2017 Customer Engagement Engagement Contact Center 40

Eptica

DECEMBER 6, 2017

Date: Wednesday, December 6, 2017 Meeting the CX needs of the connected consumer. Published on: December 06, 2017. Author: Vincent Giraud We live in the age of the connected consumer. Consumers are connected all through the day , using their devices from when they wake until last thing at night.

Connections 49

Connections Consumers 2017 Social Media 49

Strativity

MARCH 7, 2023

.” There is a reason Microsoft is integrating this new technology across their product and service portfolio. The sudden availability of this technology has brought with it challenges and opportunities for brands of every size, and this impact cannot be ignored. AI is no longer the Future, it’s the Now.

Brands 98

Brands 2030 Workshop Consumers 98

Calabrio

JANUARY 19, 2017

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. While customer engagement keeps its place as a top priority, in 2017, companies will broaden their focus to include employee engagement, particularly for Millennials.

2017 59

2017 Customer Satisfaction Brands Contact Center 59

CSM Magazine

JANUARY 23, 2017

For me, this challenge is compounded by the rapid pace of innovation in both the core Customer Relationship Management (CRM) space and the adjacent technologies that influence the core. The evolution of these areas has created a springboard effect in the trends for 2017. By now, mobility is a given.

2017 40

2017 Multi-Channel User Experience Innovation 40

Oracle

MARCH 28, 2019

The business-to-consumer landscape is constantly shifting, especially as new technologies appear that make it easier, faster, and more effective to sell directly to buyers. Check out these 3 ways B2C is changing along with the buying habits of the modern consumer, and how technology is helping keep the pace. What is B2C?

B2C 73

B2C Consumers Retail 2017 73

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. 76 percent of consumers say that customer service is the true test of how much a company values them, according to Parature.

Blog 94

Blog Technology Customer Service Management 94

CloudCherry

JANUARY 4, 2018

Technological advancements continue to drive the disruption of the industry. Furthermore, consumers are beginning to trust these firms more and more, often to the detriment of traditional banks. Voice Technology. Blockchain Technology. Blockchain technology is mainly associated with Bitcoin and other cryptocurrencies.

Banking 170

Banking 2018 Financial Retail 170

Retently

MARCH 29, 2023

Tesla has also claimed the top spot in the Consumer Reports’ annual owner satisfaction survey , where 91% of Tesla owners stated that they would buy another Tesla vehicle in the future. A good product that appeals to the consumer is the deepest core of marketing, which is very hard to achieve. Interaction with the car via a smartphone.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

West Monroe

MARCH 17, 2024

From a financing perspective, ag lenders are facing similar challenges as the financial services sector with interest rate uncertainty, demand for technology investments, and potential macro disruptors to the markets. years from 2017. The result? This means turning attention to effectiveness (in addition to efficiency).

2024 52

2024 Banking Financial Insurance 52

Talkdesk

OCTOBER 3, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. 55% of consumers have higher expectations for customer service today than they had just one year ago.”.

Contact Center 40

Contact Center 2017 2009 Advertising 40

Eptica

JULY 18, 2018

Author: Neil Cox - Account Manager By 2021, 15% of all customer service interactions will be completely handled by AI - an increase of 400% from 2017. And by 2022, 72% of interactions will involve an emerging technology such as machine-learning, chatbots or mobile messaging - up from 11% in 2017.

2017 63

2017 2022 2021 2018 63

TechSee

MAY 12, 2020

Back in 2017, The Service Council reported that 76% of service companies outsourced some work to third parties, while Gartner estimated that by 2020, over 40% of field service work would be performed by outsourced technicians. Visual technology to the rescue.

Social Media 109

Social Media 2017 Technology 2020 109

TechSee

FEBRUARY 19, 2019

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. Mark your calendars with these “can’t miss” sessions and exhibitors and prepare to witness the future of mobile self-service technology.

2019 95

2019 Innovation Telecommunications Events 95

Oracle

SEPTEMBER 20, 2018

CX technology has revolutionized how fans experience the game year round. Fantasy football drafting with CX technology. The rise of bloggers, online stats, and digitally managed teams brought a surge of popularity to the consumer sport. A post shared by NFL Experience (@nflexperience) on Dec 1, 2017 at 2:11pm PST.

Technology 67

Technology 2018 Sports 2017 67

TechSee

MAY 1, 2018

The utilities industry is shifting from a highly traditional, regulation-driven environment to a technology-driven, sophisticated marketplace. AI in utilities is also playing an increasingly central role in customer-facing interactions. The global smart lighting market grew even more – 81% between Q2 2016 and Q2 2017 to $101.2M.

2016 132

2016 2017 Call Center ROI 132

Solvvy

SEPTEMBER 20, 2022

AI technology, such as natural language query (NLQ) and natural language processing (NLP), enables the platform to understand the question and provide a relevant answer. First contact resolution : This calculation compares issues resolved with one interaction to all interactions. Customers can speak in natural language.

Metrics 62

Metrics Customer Service E-support Net Promoter Score 62

Currency Alliance

JUNE 11, 2019

Many consumers now ‘multibank’[iii], keeping their traditional provider on-hand for the same reasons they always did, but branching out in search of enhanced value. In 2000, UK consumer bank Halifax launched a fairly successful marketing slogan: the people that give you extra [iv]. in 2017[vii]. Actually, they do. Extra what?

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

TechSee

APRIL 24, 2018

With a growing number of DIY enthusiasts purchasing consumer electronics, this type of hands-on guidance is in high demand. Google Consumer Survey underscores these statistics, with 20% of consumers (1 in 5) reporting that they’ve watched an unboxing video. Not all unboxers are created equal.

Call Center 116

Call Center Consumers 2017 Contact Center 116

TechSee

APRIL 16, 2019

Acknowledging and addressing agent pain points – such as lack of career progression, low pay, frustration with repetitive tasks and inadequate technology – demonstrates effective leadership and helps the drive toward agent empowerment, ultimately benefiting contact center productivity. After all, happy agents mean happy customers.

Call Center 126

Call Center Culture Contact Center Net Promoter Score 126