Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

2018 141

2018 Customer Experience Competitive Advantage 2017 141

C3Centricity

MAY 25, 2020

Do you believe that using technology to understand customers is the only way today? In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! BigData #Analysis #Customer #CustomerUnderstanding Click To Tweet. Were you surprised to read the title of this post?

Technology 77

Technology Information Consumers Retail 77

Oracle

DECEMBER 27, 2018

In 2018, the customer experience was front and center for businesses. Whether you’re focused on building stronger relationships with existing customers or attracting new prospects, brands are taking their CX strategies, technology, and approaches to the next level.

2018 88

2018 Customer Experience 2019 Retail 88

Oracle

DECEMBER 24, 2018

2018 was a year of significant innovation within the marketing world. As part of our year in review , here’s a closer look at some of the most inspiring and thought-provoking marketing quotes from 2018. ” – Deloitte Digital CMO Suzanne Kounkel at the Forbes CMO Summit 2018. Balancing data with humanity in marketing.

2018 93

2018 Marketing Omnichannel 2019 93

Oracle

JANUARY 31, 2018

SmarterCX.com’s Editor-in-Chief highlights a new customer experience predictions destination page, SmarterCX.com/Predictions. Following a record holiday season, 2018 is off to a fast start in the world of customer experience. Where should CMOs concentrate their efforts to get CX right in 2018? Check it out.

2018 80

2018 Customer Experience Retail 2017 80

CX University

MAY 13, 2024

This is the reality that chatbots are bringing to the forefront of customer service. Saving Time One of the key benefits of chatbots is their ability to automate customer service processes. A Forrester study found that the automation of customer service processes can reduce handling times by 60%.

Customer Experience 52

Customer Experience 2023 Omnichannel 2018 52

CSM Magazine

DECEMBER 5, 2017

Here are some of the top customer service predictions for 2018, brought to you by Fara Haron is CEO of CRM Solutions, Arvato. Technology related to voice recognition will be most impactful in 2018. In relation to customer service, technologies like AR and VR will not be as impactful in 2018.

2018 80

2018 Customer Service 2009 2017 80

ProProfs Chat

NOVEMBER 17, 2017

Improving customer support has become more important than ever, given the never-ceasing expectations of customers. As leading researchers indicate that organizations lose about $62 million every year due to poor customer service , you can’t expect any good with an average customer support. Social customer service.

2018 111

2018 Omnichannel 2017 Technology 111

CloudCherry

APRIL 5, 2019

Gartner reports from 2018 that 52% of marketers with CX responsibility expect their budgets to remain the same or decrease. So how do Marketers that assume CX responsibility address this with less budget without giving up important technology needed for other aspects of Marketing? Our customers are in control, not us.

Marketing 278

Marketing Customer Experience B2B Airlines 278

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

“We are dedicated to becoming a customer-centric company.” HOW exactly does a standard organization, built on the gospel of sales and customer acquisition, become customer-centric? 5 Steps to Take To Be More Customer-Centric 1. WHY is this idea of “customer-centricity” so challenging? Here’s your training guide.

Customer Centricity 271

Customer Centricity Customer Journey Mapping Connections Feedback 271

Alida

SEPTEMBER 21, 2018

The Customer Intelligence Summit brings together some of the brightest minds in research, marketing, customer experience and product innovation to discuss the latest trends, share best practices and discover the newest innovations in the industry. Listen to the voice of the customer to future-proof your business.

2018 145

2018 Insights Innovation Feedback 145

ShepHyken

MARCH 9, 2018

This week we feature an article by Gemma Baker who writes about how the customer service world has changed with the development of digital communication channels. – Shep Hyken. It is no secret that customers are turning towards digital communication channels when contacting organizations. Provide a Quicker Answer. Human vs Bot.

2018 75

2018 Blog Customer Service 2017 75

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. This reminds me of a piece I once wrote about Tool vs. Toy , which explores the changing value of technology driven by users vs. investors.

2018 72

2018 Customer Journey Mapping Contact Center E Commerce 72

Eptica

JANUARY 31, 2018

Date: Wednesday, January 31, 2018 The Year of Humanity: Putting the customer first in 2018. Published on: January 31, 2018. While technology such as self-service can provide answers to a huge range of routine consumer queries, there are times when consumers want to speak to another human.

2018 55

2018 Consumers Social Media 2017 55

Oracle

OCTOBER 2, 2019

While consumers are hungrier than ever for goods and digital services, the level of competition in this space has never been higher, making margins tight. One thing retailers can do to stand out from the competition is to improve their online customer experience (CX) using new technologies that improve the online shopping experience.

Technology 87

Technology Social Media Fashion Retail 87

Oracle

FEBRUARY 26, 2018

When it comes to marketing technology, 2017 was a year defined by big data. For both marketers and retailers, the most influential technologies available were those that used customer – and even employee – data to improve experiences and make marketing smarter, more streamlined, and ultimately a more profitable venture.

2018 90

2018 E Commerce Fashion Retail 90

Kayako

JANUARY 24, 2018

At Kayako, we do our best to understand not just our customers’ needs, but their customers’ needs, as well. Armed with that empathy and over ten years in the business, there’s been one consistent signal that stands out from the noise in this year’s customer service trends: customers want effortless experiences.

Customer Centricity 83

Customer Centricity 2018 Customer Service Customers 83

ShepHyken

JANUARY 29, 2018

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. LiveChat) The report contains key customer service findings from 2017 and trends for 2018.

2018 93

2018 Article Customer Service Social Media 93

ReviewTrackers

SEPTEMBER 23, 2021

Cultivating a high level of customer satisfaction is a priority for all restaurant brands because foodservice is one of the most competitive industries. If you’re not able to deliver a high level of customer satisfaction, chances are that a competitor will do so and reap the benefits. Which consumer habits have changed.

Customer Satisfaction 114

Customer Satisfaction 2017 Multi-Channel 2018 114

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. In light of fast-changing customer demands, is your contact center keeping up? Ultimately, digital engagement is what customers demand.

Contact Center 67

Contact Center Consumers Net Promoter Score 2018 67

ShepHyken

SEPTEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. I call it The Convenience Revolution , and I’ve written an entire book about it and how you can use convenience to take your customer service to the next level. The Hottest Customer Service Around by Dina Dwyer Owens.

Article 79

Article 2018 Customer Service Hospitality 79

ShepHyken

AUGUST 13, 2018

Each week I read a number of customer service and customer experience articles from various resources. Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? Want better customer service? Customers are getting more comfortable with alternative support channels.

2018 72

2018 Article Customer Service Loyalty 72

Currency Alliance

DECEMBER 18, 2017

There are of course many trends taking shape, but we thought we would take a look at what we consider to be the three top loyalty trends for 2018, and the implications of these for both brands and customers. Brands are going to have to make a real effort to be transparent with customers in 2018.

2018 49

2018 Loyalty Brands Loyalty Programs 49

Second to None

FEBRUARY 14, 2018

As technology increases, customers are interacting with brands in completely novel ways. Because of these new trends, brands need to constantly measure and update the value they are providing to customers at these different touchpoints. So what does the year hold for customer service?

2018 63

2018 Social Media E Commerce E-support 63

Oracle

JANUARY 14, 2018

This week, the SmarterCX.com team was at NRF 2018 , the National Retail Federation’s Big Show. Javits Convention Center, NRF is one of the largest and most anticipated retail events each year, and showcases the latest in retail customer experience trends and technology innovations.

2018 49

2018 Retail Customer Experience 2017 49

ShepHyken

JUNE 25, 2018

Each week I read a number of customer service and customer experience articles from various resources. Personalization Matters: 12 Ways For Brands To Increase Customer Loyalty by Forbes Agency Council. For this reason alone, it is imperative that you make your first impression with a customer count.

Article 85

Article 2018 Customer Service Loyalty 85

Oracle

FEBRUARY 2, 2018

As on-demand content usage grows, subscription-model businesses are challenged to prioritize the customer experience and focus on short and long-term retention strategies. Let’s take a look at 3 customer experience innovations you can expect from video streaming services in 2018. Airplane mode. Road trip mode.

2018 81

2018 Innovation Airlines Travel 81

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. In light of fast-changing customer demands, is your contact center keeping up? Ultimately, digital engagement is what customers demand.

Contact Center 54

Contact Center Consumers Net Promoter Score 2018 54

Oracle

MARCH 18, 2019

Consumer loyalty is more difficult than ever for retailers to attain. A Daymon Worldwide global study from 2018 found that only 29% of millennials usually buy the same brand, of a particular product, compared with 35% of Gen Xers, for example. Customers want to understand a retailer’s values and history. Be transparent.

2019 60

2019 Loyalty Consumers Loyalty Programs 60

Chattermill

AUGUST 5, 2018

The Customer Experience Technology Stack | Data Visualisation. on 6 Aug 2018. Customer Experience Technology Stack. But in a sea of technology, which tools do you choose? Qlik boasts 45,000 customers worldwide who use its intuitive platform for data visualisation, analytics, reporting and more.

Technology 81

Technology Customer Experience 2011 2015 81

NICE inContact

OCTOBER 15, 2018

Companies of all sizes now compete in the experience economy to attract new customers and build customer loyalty and advocacy. No longer able to rely on product quality or price, companies must consistently deliver exceptional customer experience to drive bottom line growth.

Contact Center 49

Contact Center Consumers 2018 2017 49

Oracle

FEBRUARY 12, 2018

What lies ahead for small- and medium-sized businesses (SMBs) in 2018? If you are not a mobile-friendly business yet, you need to make the transformation in 2018. If you are not a mobile-friendly business yet, you need to make the transformation in 2018. SMBs leveraging AI should focus on customer service first.

2018 46

2018 Innovation 2016 Consumers 46

Eptica

FEBRUARY 14, 2018

Date: Wednesday, February 14, 2018 6 trends that drive today’s consumers. Published on: February 14, 2018. Author: Olivier Njamfa Today, businesses know that they need to focus on constantly improving the experience they provide if they want to win and retain loyal customers. What does this mean for customer experience?

Consumers 49

Consumers 2018 Touchpoint Customer Journey 49

CSM Magazine

SEPTEMBER 25, 2019

New survey on customer service automation reveals 83% of consumers are willing to make messaging their primary means of contacting customer support. The study also zeroes in on opinions on the state of customer service during busy periods, like the holidays.

Consumers 40

Consumers 2018 Retail Customer Satisfaction 40

Call Experts

JANUARY 9, 2019

Forrester Research Studies conducted a customer experience survey to reveal reasons a specific brand receives a boost in customer loyalty. Customers who feel respected and valued are more loyal and spend more. Customers feel more connected to the companies that make them feel special by catering their individual needs.

Consumers 64

Consumers Call Center 2018 Contact Center 64

Alida

FEBRUARY 22, 2017

Most companies know what their customers buy, when they purchase and where. But few truly understand why those customers buy—why customers choose to have a relationship with companies to begin with. Business leaders need to step back and more clearly define what customer relationships mean to them.

Customer Relationships 180

Customer Relationships Customer Centricity 2015 Loyalty Programs 180

ShepHyken

APRIL 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. 16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. My Comment: Data and personalization ate HOT topics in marketing and customer experience. Here are my top five picks from last week.

Article 82

Article 2018 Net Promoter Score Customer Service 82