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

InMoment XI

FEBRUARY 9, 2024

At the same time, we’re seeing a massive shift in the way consumers want to browse and buy vehicles. Integrated CX platforms, powered by AI, pull customer signals from various sources, such as purchase history, past engagements, surveys, ratings and reviews, and social media interactions. A survey from J.D.

Automotive 260

Automotive Customer Journeys Chatbots Ecommerce 260

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence.

Trends 163

Trends Customer Service Chatbots Omni-Channel 163

Comm100

MARCH 7, 2023

College undergraduate enrolment in 2022 was down by 9.4% It all begins with understanding what students want during the pre-enrolment process – and Comm100’s latest survey reveals all. To access all the results and data from the survey, download the report. compared to 2020. How do they feel about personalization?

Survey 179

Survey Chatbots Wait Times Report 179

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. Up to 9.5%

Trends 49

Trends Consumers Report Feedback 49

Comm100

DECEMBER 15, 2021

2022 promises new opportunities for governments to engage the public and reclaim much of the trust that has been lost. And while trust and technology don’t always go hand-in-hand, the latter will be essential to achieve the former in 2022 and beyond. . Adopt omnichannel customer engagement . Embrace mobile tech . Find out more.

Government 130

Government Engagement Omni-Channel Chatbots 130

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. Almost half of the consumers surveyed have less confidence in the economy compared to 2022. 77% said “price” and 78% “quality.”

Consumers 94

Consumers Omni-Channel Retail Travel 94

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

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. For example, many insurance CX programs survey with metric-based questions and get consistently high scores from customers. Tip #2: Are Traditional Surveys Really Your Best Bet?

Insurance 493

Insurance Tips Data Return on Investment 493

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. The Deloitte Center for Financial Services conducted a survey of digital banking in March 2021 that speaks to the shifts happening among banking customers.

Banking 130

Banking Financial e-support Wait Times 130

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

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

CSM Magazine

NOVEMBER 1, 2022

Zenarate , the leading Simulation Training solution, today announced the release of the Consumer Edition of the 2022 CX Leaders Trends & Insights report. Zenarate partnered with Execs In The Know to gather current consumer preferences and perceptions related to customer service and customer experience channels.

Trends 52

Trends Report Consumers Telecommunications 52

Comm100

NOVEMBER 29, 2021

Set up a p re-chat survey : Before connecting with an agent, set up a short pre-chat survey to understand what your customer’s issue is and streamline the conversation. These surveys can also help to focus the customer and give them time to clarify their query. Learn more. Comm100 Live Chat. Build mobile-friendly live chat.

Average Handle Time 214

Average Handle Time Software Exceptional Customer Service Video 214

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

Helen Dewdney

MAY 18, 2022

The fact that Ofcom reports that most complainants had to contact their provider more than once to get a resolution reflects what I regularly hear from consumers. How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS! Source: Ofcom. Source: Ofcom. GET THE BOOK!

Customer Satisfaction 62

Customer Satisfaction Survey Wait Times Customers 62

InMoment XI

MARCH 21, 2022

Customer experience (CX) leaders from utilities brands are facing unprecedented challenges in 2022. At the end of the day, you need a single platform that can combine direct survey data from customers, but also indirect data (like social media reviews), and inferred data (like contact centre chat logs).

Brands 529

Brands Roadmap Strategy Social Media 529

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. in February.

Consumers 52

Consumers Loyalty Survey Conference 52

Engine Insights

JANUARY 27, 2022

When it comes to brand communication and marketing, creative efforts and strategy can often feel like a shot in the dark. Knowing which components of a campaign performed well and where improvements can be made is valuable information, but often difficult to come by.

Travel 87

Travel Consumers Metrics Brands 87

Optimove

APRIL 11, 2023

A brand’s commitment to the environment being “very important” to consumers jumped from 31% in August 2022 to 43% in March 2023, a 39% increase in a little more than six months, according to two surveys of 400+ US consumers.

Consumers 52

Consumers Retail Survey 52

Comm100

MAY 25, 2022

Consider, for example, that in Toronto, the cost of a 900-square-foot apartment is between $2,300 and $2,600 in 2022. Today, consumers are empowered in all sorts of ways, from on-demand ordering services like Uber and other apps to taking their qualms to social media. Instead, agents can focus on building value for the brand.

Contact Center 130

Contact Center Customer Service Omni-Channel Social Media 130

Retently

APRIL 6, 2022

CSAT ( Customer Satisfaction Score ) is a survey methodology used to measure a customer’s satisfaction with a business, product, or service. . Example of CSAT survey. If your surveys use numeric ratings, you can just do an average based on all the scores you got. Retently 2022 CSAT Benchmarks. So, what is CSAT?

Effort Score 156

Effort Score Customer Satisfaction Survey Ecommerce 156

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

West Monroe

AUGUST 9, 2022

Our survey of 700 C-suite executives and 5,000 consumers finds that companies have set a compelling vision for a digital-first future and have made strides to build a more agile approach to product development, data-driven decision-making, people strategy, and the overall operating model. 2022 Be Digital Research.

Insurance 52

Insurance Healthcare Banking Survey 52

ShepHyken

FEBRUARY 14, 2022

My Comment: I’m often asked about the best survey questions. I believe quantitative survey questions, such as NPS, CSAT, etc., 74 Percent of Consumers Believe Brand Loyalty is About Feeling Understood and Valued – Not Discounts and Loyalty Perks by Business Wire. But, are you asking the questions the right way?

Customer Service 124

Customer Service Customer Service Training Policies Loyalty 124

Kustomer

JUNE 27, 2022

Not one single survey has ever indicated that customers wouldn’t pay more for great service, according to Forbes. Compassionate customer service is central to meeting the needs of the modern consumer from any generation of shopper. Let’s explore the path to optimizing your brand with our 12 best software tools for 2022.

Software 98

Software Tools Customer Service Self Service 98

Experience Investigators by 360Connext

JUNE 4, 2024

in 2023 (up 78% from 2022!). Globally, twice as many people were impacted by a data breach in 2023 than 2022. There is a struggle between providing the best customer experience and appropriately protecting consumer privacy. Yet, streamlining and connecting consumer identities must be weighed against the risks of using that data.

Customer Experience 143

Customer Experience Self Service Data Connections 143

Experience Investigators by 360Connext

JUNE 4, 2024

in 2023 (up 78% from 2022!). Globally, twice as many people were impacted by a data breach in 2023 than 2022. There is a struggle between providing the best customer experience and appropriately protecting consumer privacy. Yet, streamlining and connecting consumer identities must be weighed against the risks of using that data.

Customer Experience 143

Customer Experience Self Service Data Connections 143

Experience Investigators by 360Connext

JUNE 4, 2024

in 2023 (up 78% from 2022!). Globally, twice as many people were impacted by a data breach in 2023 than 2022. There is a struggle between providing the best customer experience and appropriately protecting consumer privacy. Yet, streamlining and connecting consumer identities must be weighed against the risks of using that data.

Customer Experience 143

Customer Experience Self Service Data Connections 143

SurveySensum

MARCH 26, 2024

Now, to effectively harness the power of customer feedback, you need a robust customer feedback tool to create surveys, gather and analyze thousands of feedback, and derive actionable insights from it. But first things first, let’s get to know about online survey tools. What are Survey Tools?

Tools 52

Tools Survey Feedback e-support 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. 1: Response time. #2:

Trends 52

Trends Customer Service Data First Call Resolution 52

SurveySensum

MARCH 26, 2024

Now, to effectively harness the power of customer feedback, you need a robust customer feedback tool to create surveys, gather and analyze thousands of feedback, and derive actionable insights from it. But first things first, let’s get to know about online survey tools. What are Online Survey Tools?

Tools 52

Tools Survey Feedback e-support 52

Blake Morgan

OCTOBER 24, 2022

Believe it or not, the 2022 holiday shopping season is here. With their wallets strapped and emotions running high, customers during the 2022 holiday shopping season are looking for brands that can provide personalized, convenient solutions to make their lives easier and better. And this year is unlike any other. Spending is down.

Trends 52

Trends Retail Sales Chatbots 52

ShepHyken

APRIL 1, 2022

This week, we feature an article by Arvind Kumar, head of product marketing at Zonka Feedback , an all-in-one customer feedback and survey management software. He writes about the future of digital customer experience and explores the CX predictions and trends for 2022. Future of Digital Customer Experience . AI with Human Touch.

Trends 80

Trends Social Media Conference Exceptional Customer Service 80

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. Khoros Marketing Release Notes, October 2022. Some blog areas are limited to Khoros customers only.

Social Media 52

Social Media Roadmap Trends Hospitality 52