Clarivate

MAY 18, 2023

Marko Damjanovic, Head of Corporate Sustainability at Clarivate, reviews our 2022 ESG milestones and highlights our 2023 goals for advancing our strategic commitments to the United Nations SDGs – all by accelerating our actions and by helping our customers achieve their goals.

Report 98

Report Innovation Government Culture 98

InMoment XI

FEBRUARY 3, 2022

That’s why we put a magnifying glass over these emerging consumers and employees in our recent 2022 Experience Trends report , to give you the intelligence you need to create a positive impact with Gen Z, whether you’re trying to convince them to become loyal customers or recruit them to be engaged employees.

Employee Experience 529

Employee Experience Customer Experience Brands Social Media 529

Qualtrics

NOVEMBER 16, 2021

Consumers want better experiences in 2022, and businesses are failing to respond – risking on average 9.5% Read on for top-level insights from our Global Consumer Trends 2022 report. Trend 1: Consumers have had enough - and they’re willing to walk. Trend 2: Toss out the pre-2022 business plans.

Trends 49

Trends Consumers Report Feedback 49

Optimove

MARCH 30, 2023

To find out, we did what we always do in these situations: fielded a consumer survey. You know, like we did on  consumer trust ,  marketing fatigue ,  holiday shopping , and more. Let’s start with the bottom line: Most consumers, at 78%, plan to spend the same or less for summer items compared to 2022, and only 22% plan to spend more.

Consumers 94

Consumers Omni-Channel Retail Travel 94

Comm100

FEBRUARY 2, 2022

Does your customer service team have big plans for 2022? In this blog we’ll look at the top customer service improvement strategies for 2022, and show you how you can bring your team one step closer to digital CX excellence. . While overall chat volume is increasing (due to consumer popularity), chats per agent have slightly dipped.

Customer Service 130

Customer Service Strategy Omni-Channel Chatbots 130

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. For credit unions looking to expand digital services in 2022, these kinds of high-value interactions with members are where live chat with human agents can excel.

Banking 130

Banking Financial e-support Wait Times 130

Merkle

FEBRUARY 16, 2022

Merkle’s Customer Engagement Report is back for Q1 2022. To fuel the insights in this issue, we surveyed over 2,000 consumers, instead of marketers, to unpack the amount and extent of data consumers are willing to share.

Consumers 105

Consumers Survey Report Connections 105

Lithium

JANUARY 26, 2022

Catalyzed by the global pandemic, companies and consumers have been ushered into an era that prioritizes digital channels above all else. In our latest whitepaper, Navigating the rise of digital commerce: Imperatives and impediments for CMOs , we aggregated and analyzed insights from 1,300 global marketing leads and consumers.

Report 52

Report Brands Strategy Social Media 52

Optimove

JANUARY 26, 2023

Consumer trust is a crucial component of any successful marketing strategy. As economic uncertainty persists, consumer financial confidence declines (see our recent Consumer Holiday Spending Survey ), and their willingness to spend drops. One effective way of gaining consumer trust is Customer-Led Marketing.

Loyalty 105

Loyalty Consumers Brands Retail 105

IntouchInsight

JUNE 12, 2023

With summer just around the corner and consumers focused on summer vacation plans, we know that businesses are looking ahead to the holiday season. To help with your planning, we’ve pulled together our 2022 holiday-related shopping data from our Flash Points Surveys.

Feedback 291

Feedback Survey Consumers Data 291

Uniphore

JANUARY 25, 2022

Ah, 2022, a new year. After nearly two years of uncertainty and a rough start with Omicron in full swing, the collective attitude toward 2022 might best be described as “cautiously optimistic.” Here are some of my predictions for 2022…. Last fall, we surveyed Australian consumer perspectives of video conversations.

Healthcare 130

Healthcare Video Banking Contact Center 130

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 208

Retail Feedback Trends Consumers 208

Optimove

OCTOBER 20, 2022

With inflation continuing to run at 40-year high levels, consumers are more careful about getting the most out of their dwindling purchasing power. Any consumers with variable interest rate debt, such as a home equity line, have seen their monthly payments increase in line with the rising interest rates. Less confidence, less spending.

Customer relationships 98

Customer relationships Consumers Marketing Social Media 98

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. 5 Best Practices from Our 2022 Insights on the Future of Customer Service Report. 5: Ensure Your Customers Feel Heard.

Report 99

Report Customer Service Effort Score Customer Satisfaction 99

C3Centricity

APRIL 23, 2024

Marketing Budget Allocation Gartner’s most recent (2023) CMO Spend Survey reported that marketing budgets fell from 9.5% However, according to a recent Data & Marketing Association (DMA) study, the average ROI for digital (email) marketing in 2022 was $36 for every $1 spent. of company revenue to 9.1%

ROI 226

ROI Marketing Social Media How To 226

Clarivate

AUGUST 2, 2023

Our annual Innovators to watch report 2023 identifies organizations that demonstrate exceptional potential — the next wave of future pioneers at the forefront of innovation. Half of those who made the list this year were new entrants, not previously included in Innovators to watch in 2022. We also see diversification.

Innovation 52

Innovation Report Automotive Trends 52

West Monroe

MAY 16, 2022

At the end of last year, Covid’s effects were waning, travel was increasing, and 2022 looked like a comeback year. In short, 2022 may be turning out to be as stubbornly challenging as 2020 and 2021. The increased cost of goods and services is also showing up for businesses, where half report effects from inflation.

Report 98

Report Banking Competitive Advantage Culture 98

ShepHyken

FEBRUARY 14, 2022

74 Percent of Consumers Believe Brand Loyalty is About Feeling Understood and Valued – Not Discounts and Loyalty Perks by Business Wire. My Comment: Our customer service research indicates that US consumers consider an easy return policy a reason to come back. Get the insights in this free CX Report! Follow on Twitter: @Hyken.

Customer Service 123

Customer Service Customer Service Training Policies Loyalty 123

West Monroe

MAY 17, 2022

West Monroe’s Quarterly Executive Poll—Q2 2022. Whether it’s using artificial intelligence to improve forecasting or monitoring real-time changes in the prices of raw materials, the aim is to deliver a more accurate view of what’s needed, when, and where to meet customer demand. read more.

Industry 52

Industry Consumers Government Technology 52

Optimove

MAY 2, 2023

Trend results of three recent Optimove surveys, each of more than 400 US consumers, show that consumers’ planned shopping budgets increased slightly in March. This compares to results in August 2022, when 19% of respondents expected to budget more for shopping on holiday at the end of 2022. 1985=100), up from 103.4

Consumers 52

Consumers Loyalty Survey Conference 52

BirdEye

APRIL 28, 2022

The vast majority of consumers looking for a product or business online start with a Google search. Birdeye’s 2022 state of online reviews report analyzed the review data of more than 80,000 businesses and found pivotal Google review trends that prove Google should be a major part of your review acquisition strategy.

Trends 52

Trends Automotive Hospitality Healthcare 52

InMoment XI

MAY 3, 2022

And for insurance CX programs, customer data is a key source of information that can help insurance companies cultivate a growing trust with their consumers. In our 2022 Experience Trends Report we discovered that Gen Z customers and employees in the U.S. So how do you collect the most valuable feedback from your customers?

Insurance 493

Insurance Tips Data Return on Investment 493

COPC

FEBRUARY 11, 2022

launched the Global Benchmarking Series, 2022. . ’s Global Benchmarking Series delivers monthly reports about timely issues affecting contact centers and customer experience (CX) organizations, covering topics, such as, CX strategies, quality workforce management, channel management, people management and technology.

Contact Center 52

Contact Center Report Survey Strategy 52

Clarivate

MAY 10, 2022

After a year of economic growth and recovery, 2022 is tracking to see a drop in global trademark filing volume by up to 20%. We analyze trademark trends in 2022 and the rise of the metaverse and non-fungible tokens (NFTs) in our new report. 2021 was a remarkable year. Mainland China dominates trademark filing activity.

Trends 52

Trends Report Consumers Brands 52

Maru Group

SEPTEMBER 6, 2022

By Maru Entertainment & Technology | September 6, 2022. With an increasing number of entertainment companies either announcing plans to or already entering the NFT market, the technology can be expected to adapt and become more consumer-facing in the next few years. USD) to lower barriers to entry. the rate of 35-54s.

Consumers 69

Consumers Entertainment Groups Technology 69

Lithium

DECEMBER 6, 2022

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. Download the report today to get the full story. Khoros Marketing Release Notes, October 2022.

Social Media 52

Social Media Roadmap Trends Hospitality 52

West Monroe

JANUARY 25, 2022

In 2022, the dialogue across financial services will be driven by the themes of rising interest rates, high inflation, and the need for growth in the face of continued digital disruption. Consumers still want an omnichannel experience. This outlook will not include an analysis of M&A trends.

Banking 52

Banking Financial Trends Multi-Channel 52

2020 Research

AUGUST 26, 2022

The Looming Economic Storm: How Consumer Banks Will Survive This Recession. Explore our five key findings from the 2022 US Banking Industry Loyalty Report, created in collaboration with Apex Scoring System. Should Consumer Banks Shift Their Perspective When Addressing Internal Challenges? Banking Industry in 2022.

Banking 52

Banking Consumers Loyalty Groups 52

Blueshift

AUGUST 11, 2022

And although Prime Day 2022 in July was Amazon’s biggest yet, consumers filled up their carts with discounted grocery items, like Frito Lays, over higher-ticket consumer electronics, reports eMarketer. Meanwhile, key manufacturers such as Mattel, moved manufacturing facilities closer to consumers.

Retail 52

Retail Consumers Report Marketing 52

Helen Dewdney

JUNE 12, 2022

Talking Travel chaos – Summer 2022. This week on The Complaining Cow Consumer Show I spoke with Linda Reynolds, a Personal Travel Agent. We covered a wide range of topics, including: What is the media reporting about airline travel. What is actually happening with airline travel. Whether people are still booking holidays.

Consumers 58

Consumers Travel Airlines Report 58

ShepHyken

JANUARY 31, 2022

Atlanta Small Business Network) In a world where business competition is fierce and consumers are more informed than ever before, building customer trust is vital. The Drum) Customers are fickler than ever when it comes to consumer brands. The Best Customer Service Starts With a Smile by The Tech Report Staff Reporter.

Customer Service 64

Customer Service Contact Center Trends Loyalty 64

ShepHyken

MARCH 21, 2022

59% percent of the more than 1,000 consumers we surveyed feel that customer service is worse now than before the pandemic. 5 Tips to Increase Your Customer Satisfaction in 2022 and Beyond by Wise Marketer Staff. State of Consumer Behavior 2022 by Raydiant. Our customer service research supports the theme.

Omni-Channel 67

Omni-Channel Customer Service Self Service Retail 67

Blueshift

AUGUST 24, 2022

And although Prime Day 2022 in July was Amazon’s biggest yet, consumers filled up their carts with discounted grocery items, like Frito Lays, over higher-ticket consumer electronics, reports eMarketer. Meanwhile, key manufacturers such as Mattel, moved manufacturing facilities closer to consumers.

Retail 52

Retail Consumers Report Marketing 52

Stella Connect

DECEMBER 2, 2021

Wondering what the top drivers of customer sentiment , purchase decisions, customer reviews, customer satisfaction and customer experience will be in 2022? Keep reading to find out the four biggest customer service trends for 2022. . Top Customer Service Trends for 2022 You Need to Know. Customer patience is a finite resource.

Trends 52

Trends Customer Service Data First Call Resolution 52

CSM Magazine

MARCH 2, 2022

With an influx of new technologies, evolving employee & consumer behaviours, and a renewed focus on CX, the customer service landscape is evolving rapidly. Download the report today and unearth critical knowledge from leaders at Lenovo, AT&T, Walmart, CVS Health, Nissan, Cigna & more! We hope you find this report valuable!

Report 52

Report Customer Experience Customer Centricity Customer Expectations 52

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. News and World Report, CNN Money, the New York Times, as well as on major television networks.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Stella Connect

DECEMBER 13, 2021

Customer service will once again be an integral part of your CX strategy in 2022, but what you did in the last year shouldn’t be exactly what you do in the year ahead. The strategy set forth for 2022 needs to be tailored to keep up with customer expectations. Here’s how to meet and exceed customer expectations in 2022. #1.

Customer Expectations 52

Customer Expectations Meeting How To Effort Score 52