delighted

JUNE 3, 2021

Shopping patterns in the US have changed dramatically since January 2020, when the first coronavirus case was reported in the US. Consumer spending plunged amidst lay-offs and shelter-in-place orders. Over a 100 retail chains pulled down their shutters temporarily in March and April 2020 and unemployment skyrocketed.

Omnichannel 101

Omnichannel Retail Consumers 2021 101

CSM Magazine

MARCH 19, 2021

IRI , a global leader in innovative solutions and services for consumer, retail and media companies, today announced that it has acquired Intelligent Shopper Solutions (ISS). ISS is a leading retail consumer insight provider that enables collaboration between retailers and suppliers, from Kognitiv Corporation.

Retail 52

Retail Consumers Insights Financial 52

NetBase

AUGUST 27, 2020

Retailers are always on the lookout for a way to connect with consumers, and what better way than capturing their exact verbatims about your brand? Our “personal narrative” theme makes short work on this challenging goal, offering companies amazing insight into the loves (and hates) of consumers. as of June 20.

Retail 98

Retail Consumers Social Media Apparel 98

Maru Group

DECEMBER 15, 2020

That’s why we’re pleased to continue our Reinventing the Holidays series focusing on the central question of what does the 2020 holiday season hold for consumers and brands alike? The consensus around Christmas, this year and every year, is that consumers feel conflicted about the commercialism of the holiday.

2020 98

2020 Travel 2021 Retail 98

Oracle

JANUARY 14, 2020

NRF Vision 2020: Retail’s Big Show expected record-breaking numbers this week, and there was certainly no lack of inspired solutions on display, poised to wow show-goers. Kevin Johnson, President and CEO, Starbucks and Stephanie Mehta, Editor in Chief, Fast Company at NRF 2020. And tech and retail companies are eager to deliver.

2020 44

2020 Employee Experience Insights Retail 44

Forrester's Customer Insights

JULY 1, 2021

Since the onset of the COVID-19 pandemic in the US in March 2020, we’ve been tracking precisely how the pandemic and related crises have taken an emotional toll on consumers by applying Forrester’s Consumer Energy Index, our data-driven framework that captures how ready and willing consumers are to reach out to brands.

Consumers 69

Consumers 2020 Brands Customer Insights 69

ShepHyken

DECEMBER 7, 2020

When you click on their images, their insights appear. Top Retail Trends and Innovations That Drive Better CX by The CX Insights. The CX Insights) Seven emerging trends in retailing will frame reactions for both the shorter and longer-term, induce resilience, and prepare consumers to thrive in the days after coronavirus.

Article 147

Article 2020 Customer Service Loyalty Programs 147

Oracle

JULY 29, 2020

Now that we’re halfway through 2020, we took a look back on our top 5 articles from SmarterCX.com over the past few months. In case you missed these hot topics that captivated our readers, here’s another look at select tips, insights, and trends into the customer experience, employee engagement, and technology.

2020 71

2020 Article Definition Loyalty 71

UJET

NOVEMBER 18, 2019

As consumers have begun embracing a more mobile-focused view of communication, other channels have gained in popularity, specifically messaging. In 2020, we will see messaging (SMS and Chat) overtake voice as the most popular support channel, especially on omnichannel platforms that can channel steer between various curated paths.

2020 78

2020 Contact Center 2019 Omnichannel 78

Centercode

JANUARY 8, 2021

The rapid-fire changes of 2020 didn’t change that — in fact, it brought those qualities into sharper relief. 2020 increased the stakes of everything, especially technology. Consumers had limited patience for complicated and glitchy products before 2020; these days, that patience has evaporated.

2021 98

2021 Customer Insights Insights 2020 98

Maru Group

DECEMBER 9, 2020

Consumers across the US are sending billions of dollars through digital apps, from both traditional financial institutions and fintech options. Estimates indicate that the US P2P services market will grow at a compound annual growth rate of over 20% by the end of 2020 and reach a valuation of $381 billion dollars by 2022.

2020 52

2020 Competitive Advantage Financial 2022 52

2020 Research

AUGUST 26, 2022

The Looming Economic Storm: How Consumer Banks Will Survive This Recession. Should Consumer Banks Shift Their Perspective When Addressing Internal Challenges? Should Consumer Banks Shift Their Perspective When Addressing Internal Challenges? . Right now, legacy consumer banks are stuck on surface-level issues.

Banking 52

Banking Consumers 2022 Loyalty 52

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. Marketing trends in 2020 call for a radical approach with fresh concepts. If you are ready to up your game, then you should check out the most-desired digital marketing trends in 2020.

2020 64

2020 Marketing Social Media Advertising 64

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. Another area of feedback that is often neglected, but profoundly insightful, is employee feedback. Before consumer research became so widespread, this was of benefit to the customer.

2020 110

2020 Customer Experience Social Media Omnichannel 110

ShepHyken

OCTOBER 26, 2020

Forrester) As B2B marketing leaders wrap up 2020 with a keen eye on customer satisfaction and revenue acceleration, they must start looking forward to make sure they are planning for the right strategic pivots and preparing to adopt and optimize new tactics. The State of the Contact Center in 2020 | Industry Report by Ben Ringshall.

2020 89

2020 Article Customer Service Contact Center 89

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. What Loyal Consumers Want. Today’s consumers love finding ways to save. Customer Loyalty Brands. Customer Service Loyalty. Retail Customer Loyalty.

Loyalty 109

Loyalty 2020 Loyalty Programs Social Media 109

NetBase

JUNE 12, 2020

Digital consumer intelligence helps uncover how things will look, as well as trouble spots that shops should pay attention to during these early days of reopening. High Street shops, in particular, are nervously speculating if hesitant consumers will visit the new and socially distanced stores. We’ll take a look at all three!

Consumers 67

Consumers Social Media Retail Advertising 67

2020 Research

APRIL 20, 2023

Candela Insights has been partnering with Sago for its research needs for over a decade. The Challenge For long-time Sago client Candela Insights, a fellow market research organization specializing in qualitative research, gathering data for a major financial service provider about an ad campaign on a tight timeline was no small feat.

Insights 97

Insights Financial Advertising Feedback 97

NetBase

AUGUST 17, 2020

Is your brand on track to best the competition as we round out 2020? We’ve uncovered that and more in our 2020 Global Social Media Market Survey report. They using next generation AI-powered social media analytics combined with social media listening to reveal key consumer and market intelligence. How does that look exactly?

Social Media 56

Social Media 2020 Marketing ROI 56

PK

APRIL 16, 2020

Post-recession demand from consumers for greater transparency, mobility and digital connectivity has driven advancements, but risk management, compliance and cost optimization remain top concerns for today’s banks. In 2020, customers expect better digital experiences from their financial providers. About the author.

Financial 52

Financial Consumers Banking Virtual Agent 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. This was true among all adults, as well as both black and white consumers, though responses differed along generational lines.

2020 52

2020 Brands Social Media Financial 52

ShepHyken

SEPTEMBER 7, 2020

New Global Mood Media Study Reveals Two-Thirds (67%) of Consumers Have Returned to Non-Essential Shopping In-Store by MTS Staff Writer. Even if consumers are spending less time and spending less money than before the pandemic, at least the trend is heading back to where it was. There is a lot of information to take in.

Article 92

Article 2020 Customer Service Customer Retention 92

ShepHyken

FEBRUARY 16, 2020

Top 5 B2B Customer Experience (CX) Best Practices for 2020! Martech Advisor) This article unveils the top 5 B2B customer experience (CX) best practices for 2020. Such insights here can include developing entirely new products or services, new markets and customer segments to target, and partner and M&A candidates.

2020 129

2020 Article Customer Service B2B 129

Comm100

JANUARY 7, 2020

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. Predictions for 2020: Based on this year’s report findings, we recommend that companies focus on three areas to optimize their live chat strategy in 2020: Use canned messages wisely.

2020 53

2020 2019 Download Social Media 53

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.

2020 52

2020 Brands Social Media Advertising 52

NetBase

AUGUST 7, 2020

They recently experienced wild success leveraging TikTok to target young consumers during this lockdown. We will investigate how a brand can capture consumers by harnessing popular media, examined via social media listening. As of April 2020, TikTok had a total of 315 million downloads. The right social media tools offer clues.

Consumers 80

Consumers Social Media Download 2019 80

Chadwick Martin Bailey

JANUARY 2, 2020

At CMB, we’re in the business of looking ahead—understanding consumer behavior and helping leading brands translate those insights into impact. As we embark on our 2020 journey, we’re committed to sharpening our vision, and building on our success. 2019 + 2020 = Foresight. Data + Advanced Analytics = Insights.

2020 59

2020 2019 Entertainment Financial 59

Lumoa

AUGUST 5, 2022

According to Deloitte’s Global State of the Consumer Tracker survey, 77% of retail consumers are concerned by the increasing prices of everyday products. Now, each retailer is tasked with determining the impact of price hikes on its own target audience and how this change compares to general retail consumer trends.

Retail 83

Retail Feedback Consumers Marketing 83

NetBase

JANUARY 2, 2020

So, here are five ways brands must resolve to listen better in 2020 if they want to be counted among the success stories. If you’re not listening to what consumers are saying online, well – then you won’t know what they’re saying online, now will you? Resolve to show consumers how well you know them and how much you care.

2020 60

2020 Brands Social Media Consumers 60

NICE inContact

NOVEMBER 13, 2020

The annual Consumer Wave of the NICE inContact Customer Experience (CX) Transformation Benchmark Study dove deep into how the pandemic has shaped the way customers are interacting with contact centers. Here are the three major subjects we explored in the consumer research and what they mean for the future of customer expectations.

Customer Expectations 62

Customer Expectations 2020 Contact Center Consumers 62

2020 Research

AUGUST 21, 2023

Sago’s quest to continually revolutionize consumer research has led to the development of On-the-Go Product Testing. With this improved solution, companies can now gather deeper insights into their consumers’ behavior, needs, and preferences while maintaining data quality during product development.

Consumers 52

Consumers Insights Consulting Engagement 52

Eptica

OCTOBER 2, 2020

Date: Friday, October 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Key to profitability - how UK customer experience is changing over the long-term. Published on: October 02, 2020. You might also be interested in these posts: 5 key trends that are impacting call recording in 2020. Share this page on: Tweet.

Customer Experience 127

Customer Experience 2020 Call Recording Blog 127

Forrester's Customer Insights

JULY 15, 2021

By May 2020, more than six in 10 US online adults reported making an online transaction, such as purchasing groceries or ordering restaurant delivery, for the first time. As retailers reopen their brick-and-mortar spaces, consumers have even […].

2002 66

2002 Consumers Retail 2020 66

SurveySensum

JANUARY 8, 2021

2020 is not a year you would like to remember, it’s also not a year which any of us can easily forget. So, let’s jump right in and reflect on the best customer experience stories that happened in 2020! Can a TV series really be something special for consumers? It was exceptional in many aspects!

2020 81

2020 Customer Experience Travel E Commerce 81

NetBase

JULY 24, 2020

And it’s winning consumer love, which is the name of game when it comes to marketing these days. Brands and consumers fighting price gouging and stockpiling. How a brand can stay one step ahead of their consumers, with consumer and market research. 66% of consumers say brand transparency is key to their support.

Consumers 90

Consumers Social Media 2027 Definition 90

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

C Space

JULY 2, 2020

The Brand Move Roundup – July 2, 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. We see Covid-19 as an accelerator of the transition to EVs [electric vehicles] and renewables, from consumers and public policy,” they said.

2020 52

2020 Brands Airlines Social Media 52