Forrester's Customer Insights

NOVEMBER 21, 2022

Since we published The Top 10 Emerging Technologies In 2022, we’ve been getting questions about how these technologies were selected out of the hundreds that Forrester tracks. Please read our four-part blog […]. Here are our top 10.

Technology 49

Technology 49

Comm100

APRIL 21, 2022

With this in mind, it becomes crucial to keep an eye on the latest credit union technology trends that will help them to improve credit union member engagement and experience. This blog will look at the top 4 credit union technology trends in 2022 and how each can help to satisfy the needs of current members, as well as future ones.

Trends 138

Trends Technology Chatbots Financial 138

Comm100

MARCH 14, 2022

As the private sector has adopted digital channels and technologies to improve customer experience (CX) and satisfaction, the public sector has begun to fall behind. In this blog, we’ll look at the top five reasons why live chat for government is critical in 2022. Public customer service expectations are higher than ever before.

Government 203

Government Wait Times Video Guidelines 203

Totango

MARCH 8, 2022

Here’s our guide to the top customer success communities in 2022 and what they have to offer. Then, we’ll walk you through a list of nine of the best customer success communities you can join in 2022 and what each of them has to offer. Nine Best Customer Success Communities in 2022. CSM Practice.

Customer Success 116

Customer Success Guidelines Social Media Tips 116

Upstream Works

JANUARY 5, 2022

As we move into 2022, contact centers are facing unique challenges that include both tactical and strategic decision making. The tactical decisions pertain to specific needs or technology applications, such as how many agents to hire or what use cases your chatbots will be built around. Think about CX becoming digital CX.

Strategy 78

Strategy Contact Center Chatbots Trends 78

Comm100

DECEMBER 13, 2021

In this blog, we’ll look at the four top reasons why credit unions need to offer live chat services in 2022, from improving member experience to gaining member insights. Interestingly, although the survey speaks to the convenience of digital technologies, it also highlights the needs of banking customers that impact how people connect.

Banking 130

Banking Financial e-support Wait Times 130

Totango

DECEMBER 6, 2021

In this article, we’ll examine the top three takeaways we’ve gathered over the past year that companies should take to heart going into 2022. Finally, we’ll propose how these three key insights from 2021 can be combined into a unified customer success strategy for winning results in 2022. Apply the Lessons of 2021 to Thrive in 2022.

Strategy 93

Strategy Customer Journeys e-support Customer Success 93

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. Jeff’s Inside Customer Service blog has been recognized as one of the Top 50 customer service blogs on the planet. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Clarivate

APRIL 21, 2022

In this blog, part of a new series highlighting the contributions from Ukraine to global research, we analyze the growth and diversity of subject areas in Ukraine. In recent years, Ukraine has developed a reputation as an international information technology (IT) hub. Scientific innovation in Ukraine, by the numbers.

Innovation 98

Innovation Technology Analysis Banking 98

Clarivate

JULY 5, 2022

We cover it here, the third blog in our series about the IP Forum 2022. What better way then, to kick off our recent IP Forum 2022, “Exploring New Frontiers in IP”, by shining a spotlight on the role of the IP professional today. IP professionals in 2022. Watch our IP Forum 2022 on demand. Keen to learn more?

Innovation 52

Innovation Technology Groups Connections 52

Lithium

DECEMBER 6, 2022

Some blog areas are limited to Khoros customers only. Event recap: Forrester CX NA Conference 2022 Recapping the emerging trends in one event shows the level of care and understanding Khoros strives to deliver to our customers and, by extension, your current and future customers. Khoros Marketing Release Notes, October 2022.

Social Media 52

Social Media Roadmap Trends Hospitality 52

Totango

APRIL 5, 2022

NPS software is the technology that facilitates the collection and practical application of Net Promoter Score data. Six of the Best NPS Software Solutions for 2022. The post Six Best NPS Software Solutions for 2022 appeared first on Best Customer Success Blog: Articles for Enterprise Growth. What Is NPS Software?

NPS 102

NPS Software Net Promoter Score Multi-Channel 102

Eptica

NOVEMBER 24, 2022

Date: Thursday, November 24, 2022 Author: Pauline Ashenden - Demand Generation Manager Why contact centres are choosing the cloud for adding new functionality. Published on: November 24, 2022. You might also be interested in these posts: What’s driving customer facing technology investment in local councils?

Banking 126

Banking Trends Report Technology 126

Totango

MAY 17, 2022

Well we’re here to help with our guide to the best CRMs for both small businesses and enterprises in 2022. These benefits help make CRM apps one of the most critical technology tools for B2B sales teams. The Five Best CRMs for B2B Businesses in 2022. Wondering what is the best CRM for B2B sales?

B2B 80

B2B Sales CRM Software 80

Inbenta

NOVEMBER 3, 2022

There’s no denying it: the healthcare industry is experiencing rapid changes and advancements in technology every year. Million by 2030 , growing at a CAGR of 19.16% from 2022 to 2030. With AI technology, chatbots can answer questions much faster – and, in some cases, better – than a human assistant would be able to.

Healthcare 96

Healthcare Chatbots Self Service Hospitality 96

CSM Magazine

FEBRUARY 22, 2022

Thanks to existing technology, you can do this in a multitude of ways, and you can pick the one that best suits your needs. In this article, we will reveal the nine top ways to keep your customers informed in 2022. 9 best ways to inform your customers in 2022. However, the list does not end there. The possibilities are endless.

Social Media 52

Social Media Course Loyalty Communication 52

Eptica

APRIL 4, 2022

Date: Monday, April 4, 2022 Author: Pauline Ashenden - Demand Generation Manager Four ways to avoid customers having to repeat themselves. Published on: April 04, 2022. In our latest blog we describe how supporting agents with the right training and appropriate tools and technologies can help to tackle this issue.

Training 119

Training Tools Interaction Technology 119

Eptica

JUNE 10, 2022

Date: Friday, June 10, 2022 Author: Pauline Ashenden - Demand Generation Manager 3 key CX gaps between companies and their customers. Published on: June 10, 2022. However, research covered in our latest blog identifies three disconnects between companies and their customers when it comes to the customer experience.

Self Service 120

Self Service Company Banking Customer Journeys 120

Forrester's Customer Insights

AUGUST 4, 2022

The 2022 AIOps NowTech generated a wealth of data that has been captured in the AIOps Data Overview, Q2 2022 report about AIOps software vendor capabilities. Three items from the overview report; digital experience, OpenTelemetry, and audit trails are highlighted in this blog.

Data 49

Data Report Software User Experience 49

ChurnZero

OCTOBER 15, 2021

Where is Customer Success Headed in 2022? In this article, we share three Customer Success trends to look out for in 2022: NRR becomes red hot (watch out). And in many cases, that’s where technology and automation have the greatest effect. How did you go bankrupt?” Bill asked. Two ways,” said Mike. Gradually, then suddenly.”.

Customer Success 97

Customer Success Metrics Customers Trends 97

NobelBiz

DECEMBER 7, 2021

And new technology is also causing these shifts. This necessitates better-trained and more professional agents, as well as more advanced technology for your organization. We identified five major trends that are now in action in 2021 but will be exacerbated in the post-pandemic climate in 2022. Contact points are multiplying.

Contact Center 52

Contact Center Trends Training Technology 52

Optimove

FEBRUARY 16, 2023

“With Covid on a decline globally,” thought marketers everywhere at the beginning of 2022 and smiled, “We’re finally back to normal. And that, in a nutshell, is the story of 2022.  So, what have we accomplished in 2022 to help marketers do better? It’ll be smooth sailing from here on end.”

CRM 52

CRM Sports Marketing Apparel 52

kommunicate

DECEMBER 7, 2022

Last Updated on December 7, 2022 These days we talk extensively about mental health and its lasting impact on the quality of life. The good news is, as with anything, technology is increasingly playing a critical role in delivering [.]. The truth is as many as 56% of Americans fail to receive proper mental health care.

Chatbots 97

Chatbots Technology Customers 97

Forcivity Salesforce

JANUARY 18, 2022

These trends are looking to continue into the new year; 2022 will be less about revolution, and more about refinement on what has become the mainstream. Considering the increase in technology usage, and the decrease in in-store or in-office customer service experience, omnichannel experiences became more relevant than ever.

Omni-Channel 59

Omni-Channel Trends Customer Experience Social Media 59

NobelBiz

DECEMBER 7, 2021

And new technology is also causing these shifts. This necessitates better-trained and more professional agents, as well as more advanced technology for your organization. We identified five major trends that are now in action in 2021 but will be exacerbated in the post-pandemic climate in 2022. Contact points are multiplying.

Contact Center 52

Contact Center Trends Training Technology 52

Eptica

JULY 22, 2022

Date: Friday, July 22, 2022 Author: Pauline Ashenden - Demand Generation Manager The importance of sustainability to the contact centre. Published on: July 22, 2022. Our latest blog post discusses how you can make your contact centre greener, through strategies such as switching to the cloud and embracing hybrid working.

Self Service 93

Self Service Trends Interaction Strategy 93

Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies.

Trends 195

Trends Innovation Customer Service Omni-Channel 195

CustomerSuccessBox

DECEMBER 6, 2021

With the grace of a number of Customer Success communities, we have come a long way to 2022. In this blog, we bring you to a few of those Customer Success leaders, our very own mentors, and popularly known influencers. He is also a consultant, coach, and trainer for technology professionals across 30 countries. Andrew Michael.

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 52

Eptica

JANUARY 31, 2022

Date: Monday, January 31, 2022 Author: Pauline Ashenden - Demand Generation Manager The three areas to focus on to empower your agents. Published on: January 31, 2022. Read the full article on our parent company Enghouse Interactive’s site here.

Self Service 111

Self Service Trends Video Culture 111

Gainsight

JUNE 2, 2022

We know that what she will bring to the table is an extraordinary perspective on business, technology, and CS. Yancey Spruill is the CEO of DigitalOcean, known for its digital storage and networking products and solutions powered by cloud technology. His approach to technology, business, and community is inspiring.

Chief Customer Officer 52

Chief Customer Officer Innovation Connections Leadership 52

Comm100

MARCH 20, 2024

This blog explores the decline of public trust in government, backed by data from the U.S., By leveraging digital communication technologies, governments can improve the efficiency and transparency of their services and foster a more engaged and informed citizenry. You can read the full story here.

Government 188

Government Communication Self Service Chatbots 188

Eptica

JULY 29, 2022

Date: Friday, July 29, 2022 Author: Pauline Ashenden - Demand Generation Manager Automating and digitising CX in financial services. Published on: July 29, 2022. Read the full article on our parent company Enghouse Interactive’s site here. 6 ways of delivering excellent B2B customer service.

Financial 77

Financial B2B Trends Technology 77

kommunicate

APRIL 20, 2022

Last Updated on April 20, 2022 Disruption -</noun> the action of completely changing the traditional way that an industry or market operates by using new methods or technology. The post Dukaan + Kommunicate – Take Your Small Business Online & Keep Customers Happy appeared first on Kommunicate Blog.

Industry 98

Industry Technology Customers Marketing 98

ShepHyken

JUNE 15, 2018

In a recent press release, Gartner estimated that “ 25% of customer service and support operations will integrate virtual customer assistant or chatbot technology across engagement channels by 2020, up from less than two percent in 2017 ”. Read Shep’s latest Forbes Articles: Business Bets On Technology In Las Vegas At PegaWorld 2018.

Chatbots 76

Chatbots Social Media Healthcare Study 76

Comm100

MARCH 7, 2023

College undergraduate enrolment in 2022 was down by 9.4% In this blog, we’ll reveal some of the key responses from the survey, including what communication channels matter the most to students when choosing which school to join. Recruitment is arguably the number one challenge for higher education right now. compared to 2020.

Survey 167

Survey Chatbots Wait Times Report 167

SurveySparrow

APRIL 22, 2022

In this blog, we’ll cover: Ranking questions examples for market research. Without the right tools and software, work in 2022 doesn’t happen rightly. We’re in 2022, so let’s skip the traditional here and give you 12 ranking questions examples to find quality teachers that can make a difference for schools and colleges.

Examples 52

Examples Survey Culture Leadership 52

Lithium

NOVEMBER 1, 2022

Some blog areas are limited to Khoros customers only. Here’s the Atlas content you do not want to miss! If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access.

Roadmap 52

Roadmap ROI Social Media Contact Center 52