NetBase

JANUARY 7, 2019

January 2019 Update: As trends change and technology advances, social media tools become more powerful as well. Social consumers are constantly evolving. The good news is, consumers share, share, share on social – and if brands only listen, they have access to everything they need to soar in every area of brand operations.

Social Media 77

Social Media 2019 Demo ROI 77

NetBase

AUGUST 1, 2019

Our 2019 EMEA Social Media Market Survey Report answers that question, and more. Better understand customer experience and the consumer journey. And that last bullet will drive ways to reconnect with consumers and re-energize confidence. Brand health management. And which provide the best ROI? Customer care.

Social Media 53

Social Media 2019 Marketing ROI 53

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

2019 73

2019 Customer Success 2018 Chief Customer Officer 73

ReviewTrackers

MAY 5, 2020

Restaurant reputation management can mean the difference between a packed house or a slow Friday night with empty tables and no one on the waitlist. Research shows that 35 percent of all search traffic is local , and those consumers are looking at a business’s digital reputation and reviews before they decide to visit.

Social Media 110

Social Media Management Consumers 2019 110

NICE inContact

JUNE 5, 2019

The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals some very interesting similarities and differences between consumers and businesses in terms of how they view customer service. Businesses are very confident while consumers are proceeding with caution. You can read more about this study here.

Consumers 54

Consumers Contact Center 2019 ROI 54

Joe Rawlinson

DECEMBER 18, 2018

In 2019, you will need to focus on complex long-form content, experiment with formats, and pay more attention to your distribution channels and commitment. Top 4 Tips to Boost Your Ecommerce Content Marketing Strategy in 2019. However, this doesn’t change the fact that email marketing has one of the highest ROI.

2019 92

2019 Marketing Omnichannel Travel 92

NetBase

DECEMBER 3, 2019

The 2019 Consumer Experience Analytics Report: EMEA has answers! And the verticals include technology; media and entertainment; consumer products; banking and finance; health and pharmaceutical; and, retail. Keeping pace in a few, very fixable, ways would make a huge difference to their long-term ROI. Online reviews.

2019 52

2019 Entertainment Insights Social Media 52

NetBase

JANUARY 7, 2019

January 2019 Update: As trends change and technology advances, social media tools become more powerful as well. A Quick Refresher on Why You Need Social Analytics Tools Social consumers are constantly evolving. A Quick Refresher on Why You Need Social Analytics Tools Social consumers are constantly evolving.

Social Media 52

Social Media 2019 Demo ROI 52

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

2019 49

2019 Customer Success 2018 Chief Customer Officer 49

ReviewTrackers

APRIL 15, 2019

Restaurant reputation management can mean the difference between a packed house or a slow Friday night with empty tables and no one on the waitlist. Research shows that 35 percent of all search traffic is local , and those consumers are looking at a business’s digital reputation and reviews before they decide to visit.

Definition 90

Definition Management Social Media Consumers 90

Eptica

JULY 10, 2019

Date: Wednesday, July 10, 2019 Author: Pauline Ashenden - Marketing Manager 5 tips for managing the increasing volume of customer queries. Published on: July 10, 2019. Author: Pauline Ashenden - Marketing Manager UK brands find themselves responding to around 463.5 With this tactic everyone benefits.

Management 56

Management 2019 Customer Journey Consumers 56

West Monroe

JUNE 27, 2019

Attending the Gainsight Pulse 2019 conference was a clarifying moment for anyone uncertain if the customer success mandate has reached maturity. The question of whether CSMs should be responsible for managing renewals was discussed at great length but without a simple and universal answer.

2019 40

2019 Customer Success ROI Customer Centricity 40

Experience Investigators by 360Connext

FEBRUARY 9, 2021

The Three Areas of ROI. According to Forrester Analytics Customer Experience Index Online Survey , US Consumers 2019, delivering a good experience by solving customer problems quickly means improved retention. Governance tools and processes to coordinate centrally, along with the project management required to facilitate.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Call Experts

NOVEMBER 20, 2019

In 2019, Salesforce forecasts a "sustained and solid U.S. Contact centers provide support for your business and manage the increase in call volume. Contact centers train all existing and newly hired agents so that every employee can provide the most reliable services to the consumers. How Contact Centers Manage the Holiday Rush.

Contact Center 60

Contact Center Management Call Center 2018 60

Currency Alliance

DECEMBER 13, 2018

As a result, major loyalty trends for 2019 will see a wave of innovation as established brands trial new ways to retain share of mind. In 2019, the big loyalty trends will revolve around aligning the design of traditional points programs with broader business objectives – and undoing the divergence we’ve seen in recent years.

Loyalty 45

Loyalty 2019 Loyalty Programs 2018 45

Hero Digital

DECEMBER 27, 2018

If integrating omni-channel customer experiences is part of your 2019 plan, you can prepare for success by addressing these 4 internal factors first: 1. For instance, a paint manufacturer does not manage the contractors who have substantial influence over the paint purchases of consumers. Departmental Silos.

2019 40

2019 E Commerce E-support Return on Investment 40

Lithium

JUNE 17, 2019

Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. This is why we’re thrilled to announce that Gartner recently named us a Representative Vendor in Gartner Market Guide for Social Marketing Management. 1) Gartner, Inc.

ROI 40

ROI Social Media 2019 Advertising 40

Lithium

JUNE 17, 2019

Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. This is why we’re thrilled to announce that Gartner recently named us a Representative Vendor in Gartner Market Guide for Social Marketing Management. 1) Gartner, Inc.

ROI 40

ROI Social Media 2019 Advertising 40

Lithium

JUNE 17, 2019

Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. This is why we’re thrilled to announce that Gartner recently named us a Representative Vendor in Gartner Market Guide for Social Marketing Management. 1) Gartner, Inc.

ROI 40

ROI Social Media 2019 Advertising 40

Call Experts

NOVEMBER 20, 2019

In 2019, Salesforce forecasts a "sustained and solid U.S. Contact centers provide support for your business and manage the increase in call volume. Contact centers train all existing and newly hired agents so that every employee can provide the most reliable services to the consumers. How Call Centers Manage the Holiday Rush.

Call Center 49

Call Center Management Contact Center 2018 49

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. Published on: January 09, 2019. In this first post on VoC , Eptica CEO Olivier Njamfa explains how you can ensure your program delivers the ROI that all businesses need.

2018 89

2018 Blog Average Handle Time 2019 89

Lithium

NOVEMBER 16, 2018

Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. This is why we’re thrilled to announce that Gartner recently named us a Representative Vendor in Gartner Market Guide for Social Marketing Management. 1) Gartner, Inc.

ROI 40

ROI Social Media 2019 Advertising 40

Lithium

NOVEMBER 16, 2018

Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. This is why we’re thrilled to announce that Gartner recently named us a Representative Vendor in Gartner Market Guide for Social Marketing Management. 1) Gartner, Inc.

ROI 40

ROI Social Media 2019 Advertising 40

Lithium

NOVEMBER 16, 2018

Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. This is why we’re thrilled to announce that Gartner recently named us a Representative Vendor in Gartner Market Guide for Social Marketing Management. 1) Gartner, Inc.

ROI 40

ROI Social Media 2019 Advertising 40

Lithium

NOVEMBER 16, 2018

Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. This is why we’re thrilled to announce that Gartner recently named us a Representative Vendor in Gartner Market Guide for Social Marketing Management. 1) Gartner, Inc.

ROI 40

ROI Social Media 2019 Advertising 40

Eptica

NOVEMBER 27, 2019

Date: Wednesday, November 27, 2019 Author: Pauline Ashenden - Marketing Manager With customers becoming more demanding, can self-service really help? Published on: November 27, 2019. Author: Pauline Ashenden - Marketing Manager Customer service is continually increasing in complexity.

2019 97

2019 Leadership Consumers Travel 97

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. Put these together and it is vital that VoC programs deliver real ROI if they are to continue to win investment and drive improvements.

Net Promoter Score 62

Net Promoter Score ROI NPS 2019 62

Eptica

JULY 2, 2019

Date: Wednesday, July 3, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Delivering best practice in Voice of the Customer programs. Published on: July 03, 2019. This highlights the seven areas that brands should look at if they want to gain real ROI from VoC : 1. This clearly needs to change.

Net Promoter Score 62

Net Promoter Score E Commerce ROI NPS 62

Fox Metrics

JUNE 25, 2020

New technologies, strategies, and trends are being introduced now and again to allow companies to meet the evolving interests and behavior of consumers. A 2019 Edelman Brand Trust Survey found that 60% of consumers trust the opinion of influencers about products and services. Is it working? Google analytics Not Sufficient.

2020 111

2020 Marketing Social Media Advertising 111

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. Share this page on: Tweet.

2008 73

2008 White Paper 2019 Automotive 73

GetFeedback

JANUARY 12, 2020

Read articles including one that discussed “ the best bike pumps in 2019. ” . Getting products into the hands of reviewers that readers trust is a great strategy for consumer products. Research from McKinsey suggests that the best ROI on CX improvements come from improving the end-to-end journey: .

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

Talkdesk

JANUARY 2, 2019

As 2018 comes to a close and we prepare for a new year, three main themes will dominate the reader’s list for 2019: becoming a customer experience hero, improving both customer AND agent experience and improving operational efficiency. With that context, here are five suggested resolutions for contact center leaders in 2019.

Contact Center 67

Contact Center 2019 2018 ROI 67

TechSee

DECEMBER 28, 2020

Once the ROI of these remote technical support and customer support teams became abundantly clear, many enterprises decided that these temporary teams would become permanent. According to a Gartner survey in May 2019, 19% of service companies already offered these contracts, and another 26% were expecting to do so within 12 months.

Customer Service 186

Customer Service Contact Center Average Handle Time Measurement 186

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. We believe these trends will occupy most brands’ efforts during 2019. Customer data: maximize ROI. Some are sexy, some are practical, and some have been underway for years – but far frblom perfected.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

Comm100

OCTOBER 10, 2022

With live chat proving successful and request levels growing rapidly thanks to new service offerings, Tangerine turned to Comm100 AI Chatbot to manage these increased support levels without having to hire more agents. Managing all the common requests that don’t need agent involvement. On some days this number rose as high as 91%.

Customer Service 86

Customer Service Customers Technology 2019 86

Eptica

JUNE 19, 2019

Date: Wednesday, June 19, 2019 Author: Anne-Merete Jensen - Senior Business Consultant 5 ways training can transform your customer service. Published on: June 19, 2019. For example, two-thirds of consumers say the questions they ask brands are now more detailed than they were 5 years ago. Share this page on: Tweet.

Customer Service 76

Customer Service Contact Center 2019 Retail 76

eGain Blogs

MAY 18, 2022

In a consumer survey we conducted during the pandemic, 57% of those surveyed reported getting different answers for the same question when they contacted a government agency through different channels and touchpoints. But why is it that we’re still not seeing the ROI that we made those commitments for?

Government 90

Government 2021 ROI Insurance 90