BlueOcean

AUGUST 6, 2020

2020 has marked the workplace like no other year in recent history. For months, we’ve been settling into new patterns of working and communicating, and we’re finally beginning to see a return to some semblance of “normal.” We have highlighted the new questions for 2020 in bold so you can skip right down to those if you want.).

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Contact Center Customer Care 2020 Culture 156

CloudCherry

AUGUST 26, 2019

A separate research report by CustomerThink revealed that 74% of organizations with CX initiatives believe customer experience will overtake price and product as the key brand differentiator by 2020. First, it was immediately clear that B2B leaders believe CX measurement programs can yield actionable insights for their organizations.

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B2B 2019 Insights Metrics 199

SurveySensum

DECEMBER 29, 2023

. – Patient Feedback Patient feedback serves as a beacon, providing invaluable insights that illuminate the path toward refining operational strategies within healthcare settings. Harnessing patient insights allows healthcare providers to tailor their approaches, fine-tune services, and amplify patient-centric care.

Insights 52

Insights Healthcare E-support Demo 52

ShepHyken

DECEMBER 7, 2020

Titled “The NOW of Work,” the ebook focuses on what’s new in technology, employee communication and motivation, and more. When you click on their images, their insights appear. Top Retail Trends and Innovations That Drive Better CX by The CX Insights. Numerous experts were consulted. Follow on Twitter: @Hyken.

Article 147

Article 2020 Customer Service Loyalty Programs 147

UJET

NOVEMBER 18, 2019

As consumers have begun embracing a more mobile-focused view of communication, other channels have gained in popularity, specifically messaging. SMS and chat are now essential channels for how we communicate not only with each other, but with the brands we love and the products we use. Multichannel Expands to Multimedia.

2020 78

2020 Contact Center 2019 Omnichannel 78

Ecrion

MAY 19, 2020

The recent Adobe 2020 Digital Marketing Trends Report has revealed that the #1 most exciting opportunity for companies this year is customer experience. You will also be able to adjust the tone of communications, and the type of support materials needed. An effective way to define your target audience is to segment it.

2020 110

2020 Customer Experience Social Media Omnichannel 110

Centercode

DECEMBER 22, 2020

You can say what you like about 2020, but you can’t say we didn’t learn a lot. This year has forced us to grow and change many, many aspects of our lives, from how we work (#remote), to how we communicate with our team (“Can you guys see my screen?”), How Defined Processes Are Shaping Success in 2020 (Blog).

2020 75

2020 2021 Webinar ROI 75

Confirmit

NOVEMBER 16, 2020

The 2020 ACE Award Winners’ Showcase celebrates companies for whom the customer and employee experience have become integral to their success, delivering better business outcomes; increased revenue , reduced costs , and company-wide culture change. 93% of new customers onboarded within 14 days in 2020.

2020 52

2020 Insurance 2019 Touchpoint 52

Customer Bliss

DECEMBER 16, 2020

I recently shared some insights with The Sweeney Agency about ‘How to Elevate Customer Experience,’ and I’ve outlined key takeaways from my conversation below. Jeanne Bliss (@JeanneBliss) December 13, 2020. If you don’t communicate with your employees and/or your customers, they’re going to fill in that black hole.

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Leadership Customer Experience 2020 Customers 305

ChurnZero

DECEMBER 29, 2020

2020 was a real mixed bag of emotions. All I know is that if someone were to ask me if I’ll miss any aspect of 2020 (perhaps the solitude and introspection of it all), my reaction will most likely be this: So, here’s to hoping we find a few more chocolate-filled chocolates in next year’s box. Top 10 Blog Posts from 2020.

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2020 Blog 2021 Chief Customer Officer 98

C Space

DECEMBER 17, 2020

2020 “In” Review. 2020 “In” Review. In March of 2020, we launched “Customer, Now” as an exploration with 504 people in China, Germany, India, Japan, UK and the US, to understand how people’s lives are changing amidst the new realities thrust upon us in 2020. 2020 showed us that at every turn. 2020 “In” Review.

2020 52

2020 Brands Document Insights 52

Comm100

JANUARY 7, 2020

Live chat has evolved considerably since this benchmark report first appeared four years ago, growing into a mature customer communication channel. We’ve summarized the key points of the report here, focusing not only on trends from 2019 but also on what we think will happen with live chat in 2020. Here’s the proof. On average, 74.5%

2020 53

2020 2019 Download Social Media 53

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. It’s also a great opportunity to meet and network with peers within the Customer Success community. Below you’ll find the chronologically ordered top ten conferences Customer Success professionals should attend in 2020 to help grow their careers.

2020 72

2020 Customer Success Events Workshop 72

Russel Lolacher

DECEMBER 30, 2019

The year is 2020, and so should be your vision. Communicate regularly and often. Seek input and insight from others. Communicate proactively. Communicate through all your platforms clearly. Anymore you’d add to these areas for the coming 2020 year? The post 2020 Vision – Ways to Connect L.E.S.

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2020 Connections Leadership Customer Relationship Management 58

CX Accelerator

MAY 25, 2022

Before a customer can reach out to get support, there needs to be communication channels in place. Deliberate decisions were made to make sure that the communication channels are easy to access and actually work to get messages from customers to the support teams. Email is our main channel of communication with our customers.

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2005 2012 Social Media Contact Center 316

C Space

JUNE 16, 2020

The Brand Move Roundup – June 16, 2020. Our goal remains the same: to provide an up-to-the-minute source of information, inspiration and insight on brand moves as they happen. Pet food brands Blue Buffalo, Purina and Nestlé owned 70% of category pageviews on Amazon in the January to April 2020 period. Read More.

2020 52

2020 Brands Social Media Advertising 52

C Space

JUNE 3, 2020

The Brand Move Roundup – June 3, 2020. Our goal remains the same: to provide an up-to-the-minute source of information, inspiration and insight on brand moves as they happen. Brand Move Roundup – June 3, 2020. Brand Move Roundup – June 2, 2020. Brand Move Roundup – June 1, 2020. Read More.

2020 52

2020 Brands Social Media Financial 52

NICE inContact

NOVEMBER 13, 2020

The study polled more than 2,500 individuals in the United States, United Kingdom, Australia, and Canada during September 2020 – specifically consumers who had communicated with a company through a customer service experience in the last three months.

Customer Expectations 62

Customer Expectations 2020 Contact Center Consumers 62

ShepHyken

OCTOBER 19, 2020

CMSWire) Voice of Customer (VoC) programs have been shown to improve the customer journey when brands use VoC metrics to obtain actionable insights, but only when those insights are used to make positive changes to a product, service, or business. Here’s an article from the Forbes Communication Council with 14 ways on how to do so.

Article 77

Article 2020 Customer Service Voice of Customer 77

Optimove

MAY 18, 2020

” In this blog, I’ll share Optimove’s interpretation of the 2020 Magic Quadrant results and help marketers better understand them. Download a complimentary copy of the full report, Gartner’s Magic Quadrant for Multichannel Marketing Hubs 2020, to learn more.

2020 98

2020 Marketing Download Call Center 98

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . Fast forward to 2020 and Wi-Fi has become the lifeline to our (digital) existence—with almost half of the 7.7 T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. The year was 1909.

2020 80

2020 Customer Success Chief Customer Officer ROI 80

Oracle

APRIL 10, 2020

So, how are streaming services and digital content solutions staying ahead of the game and innovating in 2020? We asked consumers to provide examples of streaming, virtual, and digital innovations they’ve seen in 2020, and here are 10 of them. Real-time communication. Strides with streaming.

2020 52

2020 Innovation Entertainment Social Media 52

Think Customers

JULY 20, 2020

Forrester’s 2020 US Customer Experience Index Report captured the early effects of the pandemic. They are insightful enough to understand what people want from their brand. Organizations that led their industry in 2020 were: Airlines: Southwest Airlines (73.5) Understand and react to emotions. Banks (direct): USAA (78.6)

2020 52

2020 Banking Airlines Hotels 52

C3Centricity

JANUARY 13, 2021

Perhaps that’s the reason why we recorded an over 15% increase in our readership in 2020. In appreciation of your loyalty, we have summarised the top twenty articles we published in 2020, so you can check that you didn’t miss any, or remind yourself of their usefulness: #1. It depends? I am probably in the third camp.

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Customer Centricity Article 2020 Hospitality 71

CSM Magazine

OCTOBER 19, 2020

Also, interruptions in the supply chain caused by COVID-19-related work interruptions have required more efficient communications between companies and customers. Communication with your customer service team doesn’t require multiple steps because mobile activity syncs with your Hubspot account, and your team will receive immediate updates.

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2020 Social Media 2003 Customer Service Strategies 98

Oracle

MARCH 16, 2020

We interviewed 5 retail innovation leaders at NRF 2020 ‘s Innovation Lab, and they showed us how they’re using emerging tech to change customer experience in 2020 and beyond. Employee experience is a hot topic in 2020, with execs like Walmart’s CEO taking on initiatives that focus on retaining front-line staff.

2020 60

2020 Retail Innovation Net Promoter Score 60

ShepHyken

AUGUST 10, 2020

Ad Age) These seven experts from Ad Age Collective have spent a lot of time examining user behaviors and have offered their insight into how a company can build long-term brand loyalty with offerings without alienating their customers. When you surround it with Champions and Communication, you have a winning combination.

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Article 2020 Customer Service Customer Retention 93

Conversocial

MARCH 7, 2021

Each year we analyze the data from our platform to find insights to understand the CX landscape. In a strangely connected way, the data we have seen from our partners at Conversocial in 2020 has mirrored what’s been happening to our lives across the world.

2020 52

2020 Consumers Connections Brands 52

Experience Investigators by 360Connext

JUNE 4, 2024

Truata’s Global Consumer State of Mind Report —which I participated in for its 2020 edition—showed the majority of global customers: Are more likely to be loyal to a brand that uses personal data appropriately (69%). Invite their insights early and often as customer experiences are designed and improved. But that’s not all.

2023 143

2023 2022 Connections Consumers 143

Experience Investigators by 360Connext

JUNE 4, 2024

Truata’s Global Consumer State of Mind Report —which I participated in for its 2020 edition—showed the majority of global customers: Are more likely to be loyal to a brand that uses personal data appropriately (69%). Invite their insights early and often as customer experiences are designed and improved. But that’s not all.

2023 143

2023 2022 Connections Consumers 143

Experience Investigators by 360Connext

JUNE 4, 2024

Truata’s Global Consumer State of Mind Report —which I participated in for its 2020 edition—showed the majority of global customers: Are more likely to be loyal to a brand that uses personal data appropriately (69%). Invite their insights early and often as customer experiences are designed and improved. But that’s not all.

2023 143

2023 2022 Connections Consumers 143

C Space

JULY 6, 2020

The Brand Move Roundup – July 6, 2020. Our goal remains the same: to provide an up-to-the-minute source of information, inspiration and insight on brand moves as they happen. Brand Move Roundup – July 6, 2020. Brand Move Roundup – July 2, 2020. Brand Move Roundup – July 1, 2020. Read More.

2020 52

2020 Brands Sports Hospitality 52

delighted

JULY 30, 2020

Use a five-point satisfaction survey to gain insight into how satisfied your school audience is about the school’s preparedness during COVID-19. Start by asking for student and parent feedback on your communication and student resources: [5-Star]: How would you rate our communication during COVID-19?

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2020 Webinar Feedback Communication 78

C Space

JUNE 18, 2020

The Brand Move Roundup – June 18, 2020. Our goal remains the same: to provide an up-to-the-minute source of information, inspiration and insight on brand moves as they happen. Brand Move Roundup – June 18, 2020. Brand Move Roundup – June 17, 2020. Brand Move Roundup – June 16, 2020.

2020 52

2020 Brands Hospitality Government 52

ProProfs Chat

FEBRUARY 13, 2020

Customer Loyalty Statistics 2020 You Shouldn’t Miss. What’s more, these customer loyalty stats give an insight into factors that prompt customers to be loyal to a brand. This customer loyalty statistics for 2020 gives you all the more reasons to work upon improving your loyalty programs. Source: Hyken ) Tweet this.

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Loyalty 2020 Loyalty Programs Social Media 109

C Space

APRIL 21, 2020

The Brand Move Roundup – April 21, 2020. And telecom giant Verizon Communications ’ media division, whose digital brands include Engadget, HuffPost, TechCrunch and Yahoo! On top of that, the platform provides its merchant partners customer insights to make more data-driven and targeted decisions. “We Read More.

2020 52

2020 Brands Hospitality Entertainment 52

ChurnZero

MAY 15, 2020

Facing massive economic instability for the first time, Customer Success teams had to devise crisis preparedness and communication plans as well as customer retention strategies to minimize churn. The percentage variances are based on the year-to-date period prior to March 8, 2020. 40% automated Plays created.

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Customer Success Insights 2020 Communication 72