CSM Magazine

OCTOBER 4, 2022

Verint’s recent survey of more than 5,000 consumers across Gen Z, Millennials, Gen X and Baby Boomer demographics shows that customer satisfaction scores have fallen for the majority of the 20 banks in our benchmark. And nearly half of consumers over age 41 don’t receive fraud alerts because they don’t know they are available.

Banking 52

Banking Consumers Net Promoter Score Customer Experience 52

Optimove

DECEMBER 14, 2023

Enhance your customer segmentation with our advanced guide Download Now Informed by our work with thousands of marketing experts representing 1,200+ brands and exclusive insights from our surveys of more than 2,000 consumers, here are the pivotal latest marketing trends we see shaping the landscape in 2024.

2024 72

2024 Marketing Consumers Download 72

TechSee

NOVEMBER 11, 2019

Smart Home technology is expected to become a $151.4 Many consumers face significant technical challenges as they set about smartening up their homes. Online troubleshooting wizards and how-to videos are both useful resources but they lack the interactive dimension that is at the core of effective self-service delivery.

Technology 138

Technology Wireless 2024 Connections 138

NICE inContact

MAY 8, 2019

But these days, digital technology innovations can make it increasingly more complex to serve your customers where and how they want to be served. Then we compared these findings to what consumers said in our 2018 consumer study. Customers are more satisfied with phone interactions than companies think they are.

Download 54

Download Contact Center 2019 Omnichannel 54

CSM Magazine

OCTOBER 12, 2022

Despite a rise in digital interactions, the phone call still holds a special place in consumer hearts. Recently, Calabrio surveyed 250 consumers around the world and the results were impressive. At the same time, the proportion of British consumers happy to self-serve complaints has dropped to 28% in 2022, down from 34% in 2021.

Consumers 52

Consumers 2022 Social Media 2021 52

Optimove

DECEMBER 28, 2023

Enhance your customer segmentation with our advanced guide Download Now Why it Matters: From responsible AI use to journey orchestration, these are the places you should put your focus to elevate your CRM Marketing in the new year. Our research reveals that 63% of consumers say they can identify when marketing AI is at play.

Marketing 69

Marketing 2024 Social Media Download 69

CSM Magazine

DECEMBER 1, 2021

New data from Dixa , a leading customer engagement platform, has today revealed that brands are struggling to meet evolving consumer demands and expectations in the realm of customer service. . The cumulative result is that, after just one poor experience, 92% of consumers say they would stop shopping with that brand if they could.

Consumers 52

Consumers Brands Customer Service 2022 52

Kustomer

SEPTEMBER 7, 2021

Consumer demands are at an all time high. Self-service empowers customers to find answers , how-to tutorials, and other support content without ever having to interact with agents. And it’s not just good for the consumer. An entire generation of consumers have grown up with the answer to any question in the palm of their hand.

Consumers 52

Consumers Download Books Customers 52

Optimove

APRIL 15, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it matters: Position-less marketing is crucial for marketers as it enables them to leverage the rapidly changing digital landscape, fostering agility, innovation, and collaboration within their teams. Download Now Why is adaptability crucial for Position-less Marketers?

Marketing 59

Marketing Sports Multi-Channel Download 59

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

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

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

Kustomer

SEPTEMBER 11, 2020

Every consumer has a different expectation as to how they believe they should be treated by organizations they do business with. But while we all have our minute differences, it is also true that consumer expectations generally shift with the times, and have clear generational differences. You can download the full report here.

Consumers 52

Consumers Call Center Customer Expectations Download 52

Kustomer

NOVEMBER 2, 2022

However, with 79% of consumers saying customer service is extremely important when deciding. Tone & Language : It was once much simpler to understand tone when interactions were predominantly face-to-face. Now that businesses are often interacting with customers via digital communication, basic social cues are stripped away.

Customer Service 98

Customer Service Omnichannel Social Media Customer Expectations 98

Optimove

FEBRUARY 6, 2024

Learn what you need to evolve as a marketer with our advanced guide Download Now Why it Matters: Understanding the marketing strategies employed by iGaming operators provides invaluable insights for marketers and business leaders across the globe. Discover which level you are on and how you can move up.

Marketing 52

Marketing Download Innovation Demo 52

ShepHyken

FEBRUARY 18, 2024

It’s the interactions customers have with employees – all employees. I do like the customer experience definition, which is every touchpoint from the first interaction until the customer is no longer doing business with you. Those interactions can include human-to-human and everything else (website, opening a package, etc.).

2024 61

2024 Article Customer Service Net Promoter Score 61

CSM Magazine

OCTOBER 12, 2023

Download CX Realities 2023 here. The Group, which includes ‘makepositive’, delivers solutions and services that seamlessly combine digital and human interactions to support exceptional customer experiences.

2023 52

2023 White Paper Omnichannel Download 52

Interactions

MARCH 6, 2023

Changes in the Economy Inflation can also be a symptom of broader economic changes, such as a recession or shift in consumer preferences. Increased Need for Automation to Fill the Void As we lose customer service jobs to inflation, we see an increased need for automation technologies to help fill the void.

Airlines 62

Airlines Call Center Download Technology 62

TechSee

JUNE 9, 2022

However, current technology solutions are not meeting demand. In the quest to create choices for customers, organizations have deployed technologies from chatbots, mobile apps and social media to IVR and ACD. Nine out of 10 consumers report wanting an omnichannel experience with seamless service between communication channels.

Omnichannel 145

Omnichannel Customer Experience Contact Center Social Media 145

Kustomer

JANUARY 9, 2023

When it comes to building customer loyalty, every interaction matters. Brands might wonder how they are supposed to do more with less all while supporting growing consumer expectations. Leverage Technology to Augment Your Team’s Efficiency. But this also means that the role of a customer service agent will change.

E-support 98

E-support 2025 Loyalty Download 98

GetFeedback

AUGUST 14, 2019

The ACSI is an economic indicator that measures the satisfaction of consumers across the U.S. Preferences for how they interact with your brand today will certainly shift in the future. Trends change: New industry trends, regulations, and technologies emerge, creating new business dynamics. Download the Toolkit.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

TechSee

OCTOBER 19, 2021

According to the National Retail Federation (NRF), consumers returned an estimated $428 billion in merchandise – approximately 10.6% Retailers have implemented restocking fees as a mechanism to discourage consumers from becoming serial returners. These help to onboard and train consumers to set up and operate their products.

E Commerce 124

E Commerce White Paper E-support Retail 124

Optimove

DECEMBER 19, 2023

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Having a good email segmentation strategy is instrumental in increasing consumer engagement, ultimately leading to higher conversion rates.

E Commerce 59

E Commerce E-support Download Lifetime Customer 59

ShepHyken

APRIL 25, 2022

Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. Retail Customer Experience) More than half, 60%, of consumers would rather sit in a traffic jam than have a poor customer experience, according to a Telus International survey. Consumers may turn to Lyft. The headline is a fun one.

Article 64

Article 2022 Customer Service Loyalty Programs 64

Kustomer

APRIL 14, 2022

The perspective of the modern consumer has shifted. In fact, Kustomer research revealed 93% of consumers expect customer service to be more convenient. Leverage your CRM to track these interactions and follow along with those unique customer journeys, personally engaging at every step to build a more long-lasting relationship.

Customer Service 98

Customer Service E-support Consumers Customers 98

Confirmit

MAY 29, 2019

As technology advances, the line between the physical and digital consumer experience is blurring across all industries. Both pure digital and merged digital/physical interactions provide new opportunities to gain deeper insight into the mind of the consumer. For example, more people are shopping online than ever before.

Consumers 40

Consumers Insights Webinar Hospitality 40

Stella Connect

DECEMBER 7, 2021

For answers, our team at Stella Connect by Medallia commissioned a research study of more than 2,100 consumers in the US and UK to uncover key drivers of customer sentiment , behavior, preferences, and loyalty. Source: 2021 Stella Connect by Medallia survey of 2,100 consumers in the US and UK. #2: 5: Agent tone and communication style.

Insights 99

Insights Customer Service 2022 Customer Satisfaction 99

Uniphore

JUNE 10, 2021

Our solution: educate centers on the power of automation and empower agents to use technology to their advantage. By automating common yet time-consuming, tasks companies can make their existing systems work smarter–no codes required. Transition to work-at-home with legacy technology. Download Playbook. Read More.

Call Center 98

Call Center Contact Center Webinar 2021 98

Kustomer

JULY 18, 2022

With 72% of consumers expecting their problems to be solved instantly upon contacting customer service, you need a CRM that can keep pace with increasingly complex consumer preferences. Eighty-one percent of consumers under the age of 35 have used chatbots and we anticipate that number to continue rising. Social Listening.

Connections 98

Connections Multi-Channel Social Media Measurement 98

Kustomer

APRIL 28, 2021

According to our recent research of over 500 US consumers, 71% reported shopping online more frequently during the past year. Along with this shift comes a shift in consumer attitudes. That’s why delivering an exceptional customer experience, and building relationships with consumers, is imperative for business success.

Retail 98

Retail Customer Service Consumers 2019 98

Upstream Works

NOVEMBER 19, 2020

These drivers will continue into the new year has contact centers strive to meet new customer demands – by upgrading technology while knowing how to deploy the new capabilities. Many home-based broadband plans will need to be upgraded and IT won’t want agents using consumer-grade communications applications.

2021 78

2021 Average Handle Time Contact Center E Commerce 78

TechSee

MAY 29, 2018

Visual engagement and support are maturing as a technology, and are swiftly becoming key differentiators in many customer service organizations. With millennials growing as a consumer segment and driving a shift in consumer behavior, the demand for visual aids and communication is increasing. The Rise of Visual.

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

Solvvy

OCTOBER 12, 2022

Chances are, the last time you called a customer support number, you interacted with an artificial intelligence chatbot. If the company had a great AI chatbot, the interaction might have been so natural that it took a while to realize that you weren’t actually talking to a human. Introduction to Artificial Intelligence Chatbots.

2030 94

2030 Virtual Agent Interaction Technology 94

Oracle

OCTOBER 15, 2018

Businesses now live in the age of “experience” Thanks to the digital revolution, so much of a brand’s bottom line now depends on customer experience because consumers have more access to information (and therefore more access to alternatives) than they’ve ever had before.

Touchpoint 190

Touchpoint Consumers Insights Measurement 190

Thunderhead

JULY 17, 2018

Consumer Data Protection is seeing the beginning of a global domino effect which started in May in the EU, and has now travelled to California, USA. The California Consumer Privacy Act has just become law in the US State of California. If you’ve got any customers in the EU then you’ve been subject to GDPR legislation.

Consumers 40

Consumers Travel Download Customer Relationships 40

Optimove

MARCH 28, 2023

Where We’re At Consumers are spending less. The challenge: With disposable income limited, many consumers prioritize essential purchases and reduce spending on items that can wait until more fruitful times. The challenge: With more businesses vying for consumers’ attention, the cost of acquiring new customers is rising.

Marketing 52

Marketing Download Return on Investment Social Media 52

TechSee

JULY 18, 2019

Today’s consumers want their lives to be as easy as possible. Businesses hoping to compete in this modern marketplace need to adapt their customer-facing strategies to ensure every interaction is as quick and seamless as possible. What are high-effort customer service interactions? Customer effort matters.

Customer Experience 207

Customer Experience Contact Center Wireless Loyalty 207