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. GDPR – 6 months on The General Data Protection Regulation (GDPR) was a key topic for every company selling to European consumers or operating in the EU.

Average Handle Time 89

Average Handle Time Self Service Chatbots ROI 89

NetBase

APRIL 2, 2019

. Understanding the emotions motivating consumer behavior is never easy, and consumers posting online about every bit of their experience with your brand compounds the problem. Our 2019 Social Analytics and Artificial Intelligence Report deconstructs the struggle and offers insight to help! Let’s take a peek.

Analytics 90

Analytics Report Social Media Consumers 90

Bold360

DECEMBER 19, 2018

So what can we expect for 2019? Here are my thoughts: 2019 and the rise of the AI-enabled personal assistant. 2019 will be the year we see AI move from a position of augmenting an experience to becoming a full-fledged assistant. 2019 will be the year that consumers stop compromising.

Chatbots 78

Chatbots Consumers Employee Experience Technology 78

Lumoa

SEPTEMBER 30, 2022

Consumers have wholeheartedly embraced the transition to digital banks. The fact that consumers have a wider range of alternatives (and are willing to exercise them) means that the relationship between banks and their customers has become more vulnerable than ever before. Modern consumers are also extremely self-sufficient.

Banking 236

Banking Customer Experience Self Service Financial 236

Kustomer

OCTOBER 2, 2020

In fact, according to our own research , 79% of consumers say customer service is extremely important when deciding where to shop, so delivering on consumer expectations has never been more important. It’s not just about delivering on consumer expectations ?— it’s about exceeding their anticipated desires to drive loyalty.

Consumers 80

Consumers How To Retail e-support 80

ShepHyken

JUNE 28, 2019

The World Bank finds in its 2019 examination of the workforce that while technology is indeed changing how people work, it’s also creating new opportunities. There are times when consumers need to talk to a real person for reassurance, or for interactions requiring instinct, nuance and flexibility as part of the issues resolution process.

Contact Center 111

Contact Center Self Service Banking Airlines 111

Eptica

DECEMBER 5, 2018

Date: Wednesday, December 5, 2018 Author: Olivier Njamfa - CEO & Co-Founder The importance of trust to customer experience in 2019. Author: Olivier Njamfa - CEO & Co-Founder The balance of power between brands and consumers is shifting, with customers now wielding greater influence and control. Published on: December 05, 2018.

Customer Experience 77

Customer Experience Self Service Consumers Social Media 77

NetBase

JULY 11, 2019

Using our powerful Next Generation AI capabilities , we captured the most loved brands across the globe to create the Brand Passion Report 2019: Top Loved Global Brands. In it, we share insight around what consumers find so attractive about these brands, from both a category and entity perspective. Let’s explore some highlights below.

Brands 62

Brands Report Telecommunications Automotive 62

ShepHyken

JANUARY 18, 2019

Time to start planning for your 2019 customer experience initiatives. Customer Experience will be the primary focus for successful operations in 2019 but is that “unwavering commitment to better CX” controlled by smaller metrics that don’t have a big effect on the experience as a whole? It’s that time of year again.

Customer Experience 94

Customer Experience Contact Center Airlines Average Handle Time 94

datastax

JANUARY 2, 2019

With another year starting, now is probably a good time to take a look at what’s to come in the world of data management for 2019 and beyond. Here are the top six data management trends for 2019: Analytics, analytics, analytics . To this end, data governance will become increasingly prominent in 2019 and beyond.

Trends 105

Trends Data Management Government 105

ShepHyken

AUGUST 12, 2019

Wall Street Journal) Technology lets companies see how badly they can treat consumers, right up until the moment they bolt. Calculating the ROI of CX: Complete Guide 2019 [Includes Spreadsheets] by Alyona Medelyan. The post 5 Top Customer Service Articles for the Week of August 12, 2019 appeared first on Shep Hyken.

Customer Service 97

Customer Service ROI Customer Service Training CRM 97

Optimove

JULY 23, 2020

That April study focused specifically on consumers’ behavioral patterns at the start of the coronavirus outbreak and went well into the first wave. On this blog, we, too, reduced the frequency of publishing #MarketingAmidCorona content, and our readers were significantly less engaged with it. Product Preferences. A Takeaway.

Consumers 52

Consumers Fashion Retail Trends 52

NetBase

MARCH 3, 2020

Consumer and market intelligence can cut Uber’s operating costs, while increasing profitability, which could allow Uber to do away with EBITDA margins as its profitability measure sooner than projected. Uber posted 2019 FCF of negative $4.9 According to Statista , in 2019, “Uber spent $4.6 A couple of catches actually.

Consumers 56

Consumers Marketing Financial Measurement 56

SurveySparrow

JANUARY 17, 2021

When the internet first became available at large, blogs became the way for people to share thoughts and insights with each other. As the internet evolved, blogs became powerful avenues for businesses to attract target audiences. To leverage the power of blogs, you need to know how to create a blog. . Focus On Web Design.

How To 52

How To Social Media Video Tips 52

NetBase

AUGUST 28, 2020

The plant-based market is booming, and consumer intelligence is brands’ ticket to ride. Consumers attracted to the plant-based lifestyle have lots of questions that need answering. And savvy brands up to date on their consumer intelligence stand to reap rewards for their plant-based market innovations.

Consumers 52

Consumers Innovation Marketing Social Media 52

Optimove

DECEMBER 26, 2019

.” These quotes – either from general business/finance sources such as Forbes, Kellogg, and Deloitte, or from more niche blogs such as Visual Capitalist, Equities, SmarterCX, and Steven Van Belleghem’s – all paint a very similar and clear picture of The Modern Consumer. MOTIVATION AND HOW TO SPUR IT.

Consumers 52

Consumers CRM Ecommerce Loyalty 52

NICE inContact

MAY 23, 2019

Emerging technologies and changing consumer demands fundamentally have shifted the way businesses interact with their customers. Businesses still are working out the kinks with some of the newer capabilities, and some consumers just aren’t ready to embrace these yet. appeared first on NICE inContact Blog.

Self Service 138

Self Service Contact Center Omni-Channel Chatbots 138

ShepHyken

MAY 27, 2019

CustomerThink) The widespread adoption of mobile has changed the way consumers interact with and perceive the world. It’s also impacted consumer expectations, raising the bar on customer experience and holding businesses accountable to deliver. 3 Reasons Why Marketing and Support Teams Should Work Together by Valeriya.

Customer Journeys 104

Customer Journeys Customer Service Employee Engagement Exercises 104

NICE inContact

MAY 8, 2019

The 2019 business wave of the NICE inContact Customer Experience (CX) Transformation Benchmark explores many of these questions at a global level. Then we compared these findings to what consumers said in our 2018 consumer study. The results? The research reveals significant discrepancies in several areas.

Self Service 136

Self Service Contact Center Chatbots Omni-Channel 136

Forrester's Customer Insights

OCTOBER 3, 2019

Halloween may be weeks away – but retailers and brands started to prep for holiday well before summer, and consumers know it’s coming (Selfridge’s opened its Christmas Shop in late July).

Retail 36

Retail Consumers Brands Customers 36

Eptica

OCTOBER 9, 2019

Date: Wednesday, October 9, 2019 Author: Pauline Ashenden - Marketing Manager National Customer Service Week 2019: The 3 key factors behind successful customer service. Published on: October 09, 2019. 79% of consumers that lose trust will leave a brand – with 49% doing it immediately.

Customer Service 60

Customer Service Self Service Contact Center Customer Centricity 60

NICE inContact

MAY 16, 2019

This is exactly what we did as part of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , Business vs. Consumer. Download your copy of the business wave of the 2019 NICE inContact Customer Experience Transformation Benchmark today. appeared first on NICE inContact Blog. phone, chat, IVR).

Net Promoter Score 136

Net Promoter Score Contact Center Social Media Chatbots 136

Thematic

AUGUST 7, 2019

This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (CX) to move from insights to action. Calculating the ROI of CX: The Complete Guide 2019 Chapter 1: Introduction – ROI or Die! It includes a step-by-step guide to help you calculate the ROI of CX.

ROI 123

ROI NPS Metrics Financial 123

NICE inContact

OCTOBER 2, 2019

The latest results and analysis appear in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. Both self-service and agent-assisted channels are being improved in the upcoming year, reflecting ongoing consumer demand for many options. Interested in learning more? Download your free copy today.

Self Service 150

Self Service Omni-Channel Contact Center eBook 150

NICE inContact

JUNE 26, 2019

We reported in the 2018 NICE inContact Customer Experience (CX) Transformation Benchmark that 91% of consumers expect a seamless omnichannel experience. This means, for example, that when they switch from chat to phone, the phone agent will know exactly what they were chatting about, and the consumer won’t need to repeat any information.

Omni-Channel 149

Omni-Channel Contact Center Consumers Report 149

NICE inContact

JUNE 12, 2019

As we’ve previously reported, our 2018 NICE inContact CX Transformation Benchmark study found that consumers rate online chat as one of the top methods for satisfaction, ease of use, and likelihood to recommend. Seems like a potential win-win situation, but are consumers and businesses really aligned on chat?

Net Promoter Score 136

Net Promoter Score Comparison Consumers Study 136

Gravy Analytics

MAY 24, 2019

Events are great indicators of consumer interests and trends. We looked at event attendance data for April 2019 to see which events are the most popular with US consumers right now. Star Wars Rival Run 2019 4/4/19 Science 1375 Buena Vista Dr. Lake Buena Vista FL 100. Event Name Date Category Address City State Index.

Sports 40

Sports Conference Entertainment Financial 40

NICE inContact

APRIL 29, 2019

consumers at 38 according to the recent NICE inContact CX Transformation Survey. As consumers become increasingly dependent on their mobile phones for all types of interactions, businesses need to be able to support this growing and important medium – ensuring customers can reach them when and how they prefer. So, why not?

Contact Center 149

Contact Center Self Service Net Promoter Score Call Center 149

Gravy Analytics

JULY 11, 2019

Events are great indicators of consumer interests and trends. We looked at event attendance data for May 2019 to see which events are the most popular with US consumers right now. Easy to say that May 2019 was a month marked by NASCAR, Concerts, and Baseball. . Name Date Category Name Address City State Index.

Sports 40

Sports Entertainment Conference Banking 40

NICE inContact

JUNE 19, 2019

In today’s omnichannel customer service environment, savvy organizations offer their consumers multiple ways to interact with them, including agent-assisted and self-service methods. And do companies understand consumer perceptions about their actual experiences? If So, You’re Not Alone appeared first on NICE inContact Blog.

Self Service 138

Self Service Contact Center Omni-Channel Customer Centricity 138

NICE inContact

OCTOBER 11, 2019

An omnichannel experience – consumers expect it and businesses admit they aren’t great at delivering it, so why aren’t they investing in improving it? The surveys were administered as part of our latest research project, the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark.

Omni-Channel 121

Omni-Channel Self Service Meeting Contact Center 121

NICE inContact

MARCH 28, 2019

In our NICE inContact CX Transformation Benchmark , chat has the highest satisfaction of all channels with 47% of consumers saying they were very satisfied with chat, as it provides convenient, quick, and helpful service. Consumers have already accepted chat! appeared first on NICE inContact Blog. What’s the point?

Chatbots 149

Chatbots Self Service Virtual Agent Contact Center 149

NICE inContact

OCTOBER 17, 2019

Consumers value choice. ” In fact, we discovered that almost half of businesses expect to need additional resources for their agent-assisted channels in the coming year, and it’s being driven by consumer demand. In fact, the consumer wave of the CX Benchmark reports a 14 point increase in use of self-service channels.

Self Service 121

Self Service Contact Center Social Media Chatbots 121

NICE inContact

MAY 8, 2019

And so do customers: In fact, 73% of consumers say customer service plays an important role in their purchase decisions. Consumers want great experiences. Consumers pay a 16% premium for great experiences and seem quite happy to do so. What Do Customers Want? What Happens When CX Goes Wrong?

Advertising 158

Advertising Customer Centricity Customer Retention Consumers 158

Bold360

JUNE 26, 2019

In this day and age, consumers expect nothing short of a world-class customer experience — whenever and however they interact with a business. Thanks to those customers, B old360 was just named a 2019 Top Rated Live Chat and Social Media Customer Service by TrustRadius. scoring criteria. .

Social Media 61

Social Media Customer Service B2B Software 61

NICE inContact

SEPTEMBER 5, 2019

Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of the dark ages? But first, be sure to review our latest 2019 NICE inContact CX Transformation Benchmark. The post Artificial Intelligence is Transforming Customer Care appeared first on NICE inContact Blog.

Customer Care 137

Customer Care Contact Center Software Self Service Contact Center 137

NetBase

FEBRUARY 28, 2019

Geography is an important social analytics metric – that’s why we venture near and far in our quest to understand consumer love for brands. Our latest NetBase Brand Passion Report 2019: Top Loved Australian Brands reveals insights about brands in the magical land of “Oz” – but there are takeaways for all brands everywhere.

Report 40

Report Consumers Brands Airlines 40