Clarivate

JUNE 21, 2022

As we approach this year’s JCR release at the end of this month, we reviewed factors that may affect the published metrics. More journals increased in Journal Impact Factor (JIF) from 2019 to 2020 than in any other year-to-year interval across the last decade (see Figure 1). Baseball player Yogi Berra.

Report 138

Report Metrics Comparison Study 138

Gainsight

DECEMBER 27, 2019

The weather outside might be frightful, but looking back, 2019 was pretty delightful. With 2020 just around the corner, now is the perfect time to catch up on Gainsight’s top product experience blog posts of 2019. Top 10 Product Experience Blog Posts of 2019. Top 10 Product Experience Blog Posts of 2019.

Roadmap 97

Roadmap Metrics Feedback Conference 97

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. Set up recognition programs, with the right metrics, to really increase morale - not just of the winners but of the entire team.

Customer Service 60

Customer Service Self Service Contact Center Customer Centricity 60

Retently

JULY 28, 2023

By 2019, according to Gartner’s CXM Survey , only 11% of companies lacked a CXO and 10% a CCO – a 24% increase compared to 2017. Defines and Implements CX Measurement and Reporting Standards If you’re unfamiliar with CX metrics, here’s a guide explaining everything you need to know.

Chief Customer Officer 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

NICE inContact

SEPTEMBER 25, 2019

We surveyed more than 900 contact center leaders in the United States, United Kingdom, and Australia about key customer experience topics, including contact center plans and metrics. The latest results and analysis can be found in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark.

Contact Center 136

Contact Center Call Center Omni-Channel eBook 136

NICE inContact

AUGUST 23, 2019

Gen-Z doesn’t know a world without the internet and social media; however, the best way to communicate with Gen-Z in a professional setting is through face-to-face communication ( HR Exchange Network , 2019). In fact, 91% of Gen-Z said technology use in the workplace would influence job choice among similar employment offers ( CMO , 2019).

Contact Center 137

Contact Center Gamification Management Social Media 137

NICE inContact

AUGUST 23, 2019

Gen-Z doesn’t know a world without the internet and social media; however, the best way to communicate with Gen-Z in a professional setting is through face-to-face communication ( HR Exchange Network , 2019). In fact, 91% of Gen-Z said technology use in the workplace would influence job choice among similar employment offers ( CMO , 2019).

Contact Center 136

Contact Center Gamification Management Social Media 136

Bold360

FEBRUARY 27, 2019

Everywhere, agents are working frantically to hit target metrics for response and resolution time, fielding one call after another as fast as possible. As for those time- and volume-based metrics—don’t be surprised if they go by the wayside, replaced by customer satisfaction metrics. appeared first on Bold360 Blog.

Self Service 40

Self Service Chatbots Fashion Metrics 40

NICE inContact

MAY 8, 2019

This might sound simple, but many customer-centric organisations could benefit from adopting industry-leading technology that enables analysing key metrics, such as first response rate, resolution times, customer satisfaction by channel, and more. The post 4 Questions Every Contact Centre Needs to Ask appeared first on NICE inContact Blog.

Advertising 158

Advertising Customer Centricity Customer Retention Consumers 158

Lumoa

SEPTEMBER 30, 2022

According to PwC’s data, direct or digital banks now hold 20% of the market share, doubling since 2019. Four out of five industry leaders believe that non-traditional providers are a legitimate threat to conventional banks, a huge spike compared to the 55% registered in 2019. . Adapting Customer Service in Real-Time.

Banking 236

Banking Customer Experience Self Service Financial 236

GetFeedback

OCTOBER 3, 2018

Crystal and Sateja talked customer experience metrics with Brett Frazer from Sun Basket. Looking forward to seeing you all at Dreamforce 2019! The post A Look Back at Dreamforce 2018 appeared first on GetFeedback Blog. Demos were happening around the clock at the Customer Success Expo, Service Lodge, and Admin Meadow.

Survey 150

Survey Measurement Customer Success Metrics 150

Clarivate

AUGUST 2, 2022

The following blog post summarizes key findings from the latest CIRS R&D Briefing, New drug approvals in six major authorities 2012-2021. For HSA, the timelines for other NASs were obtained from the CIRS Emerging Markets Industry Metrics Program (2019-2021 approvals). N) = number of approvals. Changes in company strategy.

Trends 98

Trends Strategy Study Healthcare 98

GetFeedback

AUGUST 14, 2019

Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). It’s interesting to take a look at this metric over time. In the latest measurement, in Q1 2019, the ACSI was 76.5 out of 100. out of 100. out of 100. What’s going on here?

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Horizon CX

MARCH 10, 2023

Many articles, blogs, consulting hours, and attention have been invested with this in mind. A permanent autonomous CX department often gets tasked with enterprise-wide metrics such as NPS yet no supervisory oversight, which sets up tension and conflict. Mr. McDonald passed away in January of 2019.

NPS 130

NPS System Meeting ROI 130

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. One Metric to Rule Them All. But where do we start?

Metrics 219

Metrics Customer Care Measurement Contact Center 219

CX Accelerator

OCTOBER 25, 2018

The question on the table…does the 15-year-old metric of NPS (Net Promoter Score) still have a place on CX dashboards? NPS Pros – There is no better metric for benchmarking data…across industries, historical timelines, and geographic regions.There is still no better metric for the overall Customer Experience.

Conference 140

Conference Customer Journeys Net Promoter Score NPS 140

Team Support

MARCH 3, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. Proactive customer engagement accounts for more than a quarter (28%) of Support interactions and grew by 14% from 2019 to 2020. Download the report.

Customer Success 98

Customer Success B2B Customer relationships Customer Retention 98

CX Journey

JANUARY 2, 2019

And, most importantly, what does it mean for 2019? I shared 58 blog posts (that includes a few posts from guest authors) in 2018; here are the top eight (because 18 would be way too many!) In this post, I outlined potential success metrics to get your wheels turning. Let's fix these in 2019! What's in Your #CX Budget?

Employee Engagement 94

Employee Engagement ROI Metrics Omni-Channel 94

inmoment

NOVEMBER 19, 2019

To help you sort through the massive amounts of market information, we’ve gathered some of the best CX insights from 2019 that you might have missed so you can better prepare for 2020. . Companies wanting to stay ahead need to use metrics to develop stronger customer relationships that power business growth. .

Employee Experience 40

Employee Experience Feedback Chatbots Customer Centricity 40

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. Your organization may select a metric to use that helps capture how customers are feeling about working with you. Structured feedback.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Oracle

OCTOBER 15, 2020

However, when testing to win, the results of the campaign are usually only applicable to that campaign, Wade Hobbs, Senior Strategy Consultant for Strategic & Analytic Services at Oracle CX Marketing Consulting, said in a recent Oracle Modern Marketing Blog article.

Marketing 75

Marketing Consulting Metrics ROI 75

Avaya

JANUARY 14, 2019

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. That management becomes much easier with targeted technology initiatives that aim to improve business metrics associated with DCX. In the research, participants cited nine specific projects that delivered positive success metrics.

Customer Experience 73

Customer Experience Competitive Advantage Social Media Metrics 73

Comm100

AUGUST 31, 2021

In this blog, we’ll be looking at the benchmark data for four of the most important live chat stats, alongside the best practices to hit these benchmarks. Among live chats on the Comm100 platform, the average wait time dropped from 50 seconds in 2019 to a benchmark of 35 seconds in 2020 , for a 30% decrease. Wait Time: 35 Seconds.

Wait Times 130

Wait Times Knowledge Base Chatbots Omni-Channel 130

Gainsight

MARCH 1, 2024

In this blog, we asked four remarkable female leaders in CS about their predictions and foresight into the future of this pivotal field. When I started out in 2019, not many knew what a Customer Success Manager (CSM) was. What’s changed: How widespread CS has become.

Customer Success 59

Customer Success Chief Customer Officer Customers Metrics 59

Gainsight

MAY 8, 2019

With Gainsight PX and Pendo, you’re going to get the same “ starter pack ” of analytics: User- and account-level metrics. Hear this former Pendo user’s experience with Pendo’s time-consuming tagging process in our blog post, “Confessions of a Former Pendo User: Product-Mapping Pains.”. Basic feature adoption. READ THE ARTICLE.

NPS 49

NPS Analysis Survey Software 49

Horizon CX

DECEMBER 31, 2018

It’s a metric—not a program— a topic that has been regurgitated and rehashed ad nauseum to the point where it has become so mundane that its value is being questioned and, in some cases, dismissed. But do we really need to keep reading article upon article and blog upon blog about how to create a customer journey map?

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

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. However, many simply collect feedback or track metrics such as Net Promoter Score in isolation. 4 reasons email is on the rise in 2019.

Net Promoter Score 62

Net Promoter Score Customer Experience ROI NPS 62

Beyond Philosophy

JUNE 27, 2019

Our research shows that there are clusters of emotions that directly impact a company’s Net Promoter Score and other value metrics. If you enjoyed this blog, you might also like these: Lose the Fear of Facial Recognition if You Want CX Improvement. Less than one percent of data held by organizations relates to the way a customer feels.

Net Promoter Score 138

Net Promoter Score Hospitality Airlines Loyalty 138

Think Customers

MARCH 28, 2022

“To be successful, companies must remember that gig workers respond less to recognition among peers or professional mentorship and more to transactional benefits that support their flexible lifestyle,” according to a blog by Everee, a payroll and payments systems provider.

How To 105

How To Policies Tips Contact Center 105

Eptica

NOVEMBER 6, 2019

Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Published on: November 06, 2019. Focusing exclusively on the WHAT of metrics, not the WHY Business leaders in every industry are driven by data and charts. 05%, they may not really understand why that happened.

Leadership 77

Leadership Net Promoter Score Contact Center Effort Score 77

Centercode

JANUARY 29, 2020

In this blog post, I’m going to cover one of the most interesting findings from the 2019 industry survey: how using defined CV processes affects overall program performance. 2018 vs. 2019 Results. However, the 2019 industry survey highlighted some interesting shifts in the data. Don’t forget your metrics.

Report 59

Report Industry Survey Course 59

ChurnZero

JANUARY 20, 2021

This is a guest blog post by Justine Dennis, Manager, Customer Success & Support at Fusebill. . If you take care of your customers from day one, you create a kind of kick-start for new customers,” Meyns said on the business’s blog. Mattias and I are very aware that PieSync’s success depends on that of our customers.

Customer Success 98

Customer Success B2B Metrics Strategy 98

Optimove

FEBRUARY 3, 2022

.” Quoting directly from their marketing materials, eDataSource was “founded in 2003 as the industry’s first email intelligence company, [and] pioneered the use of live consumer inboxes to analyze email success metrics. ” In 2019, the company was acquired by SparkPost (est.

Multi-Channel 52

Multi-Channel CRM Metrics Analysis 52

Integrity Solutions

MAY 12, 2020

Sales Enablement Strategy: 2020 vs. 2019. Coming out of 2019, most organizations were predicting continued growth, and they budgeted and forecasted with that assumption of growth in mind. What a difference a few months makes. This means your strategy needs to be tied to closing the revenue gap quickly.

Sales 124

Sales Strategy Tools Metrics 124

Lumoa

APRIL 4, 2023

It’s no surprise, then, that the ERP software market grew by nearly 10% in 2019 as more people realized how helpful this type of tool can be. ERPs help you find and access customer information efficiently, so you’re able to use profiles to their full potential. Optimizes marketing efforts Imagine you’re trying to sell a watch to someone.

Analysis 208

Analysis Customer Retention Customer Journeys Customers 208

Daniel Group

JULY 27, 2023

The change was significant starting in 2019, going from less than one percent of surveys with an opportunity to almost two percent in 2022. The NPS Metric Consistently Improved Several things stand out from our experience with this group of clients: The NPS growth has consistently improved. The trend in issue frequency was different.

NPS 52

NPS Net Promoter Score Effort Score Groups 52

Daniel Group

JULY 27, 2023

The change was significant starting in 2019, going from less than one percent of surveys with an opportunity to almost two percent in 2022. The NPS Metric Consistently Improved Several things stand out from our experience with this group of clients: The NPS growth has consistently improved. The trend in issue frequency was different.

NPS 52

NPS Customer Experience Net Promoter Score Effort Score 52