ChurnZero

NOVEMBER 11, 2022

Customer Success is gaining ground, influence, and budget within organizations. These are just some of the findings in this year’s Customer Success Leadership Study, ChurnZero’s third annual report on the top trends and opportunities in Customer Success, presented in partnership with ESG and sponsored by Higher Logic Vanilla and involve.ai.

Study 98

Study Leadership Trends Customer Success 98

InMoment XI

FEBRUARY 9, 2024

Automotive brands need to understand customers’ needs and preferences, and then adapt accordingly, to deliver outstanding experiences that win and retain customers. Delivering these ultra-personalized experiences to every customer, every time, can seem like an impossible task; AI not only makes it possible, but achievable at scale.

Automotive 260

Automotive Customer Journeys Chatbots Ecommerce 260

TechSee

DECEMBER 16, 2021

In the last few years, the customer service industry has been upended by a combination of new pandemic-driven ways of working, the growing trend of digital transformation, and the continuously rising bar for positive customer service experiences. Digital-first interactions Helping customers from afar is nothing new.

Call Center 124

Call Center Trends Self Service Contact Center 124

InMoment XI

JANUARY 27, 2022

It’s no secret that the Head Of Operations and the Head Of Customer Experience often have differing priorities. In fact, COVID-19 has further encouraged most businesses to prioritise a more operational lens, decreasing their focus on the customer experience. Balancing Operations and Customer Experience: A Case Study.

Airlines 529

Airlines Customer Experience Policies Financial 529

Clarivate

JUNE 21, 2022

Two novel events drove the 2020 data: the inclusion of Early Access content in the JCR for the first time, and the sudden appearance of COVID-19 as an entirely new, extremely urgent field of study. What might this mean for the 2022 Journal Citation Reports? Learn more here. [1] 1] Journals with JIFs below 2.0

Report 138

Report Metrics Comparison Study 138

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

Experience Investigators by 360Connext

JUNE 4, 2024

Balancing Data Privacy And Customer Experience Customers have told us they want streamlined, personalized experiences. To help your organization deliver on these expectations, four in five customers are even willing to share their data — but with a few caveats, of course. in 2023 (up 78% from 2022!). And rightfully so.

Customer Experience 143

Customer Experience Self Service Data Connections 143

Experience Investigators by 360Connext

JUNE 4, 2024

Balancing Data Privacy And Customer Experience Customers have told us they want streamlined, personalized experiences. To help your organization deliver on these expectations, four in five customers are even willing to share their data — but with a few caveats, of course. in 2023 (up 78% from 2022!). And rightfully so.

Customer Experience 143

Customer Experience Self Service Data Connections 143

Experience Investigators by 360Connext

JUNE 4, 2024

Balancing Data Privacy And Customer Experience Customers have told us they want streamlined, personalized experiences. To help your organization deliver on these expectations, four in five customers are even willing to share their data — but with a few caveats, of course. in 2023 (up 78% from 2022!). And rightfully so.

Customer Experience 143

Customer Experience Self Service Data Connections 143

CustomerSuccessBox

DECEMBER 6, 2021

With the rising prominence of Customer Success, you need to be in power with the industry. Here you’ll find customer success events, conferences, and books that will help you get ready for the new year 2022 and beyond. Date- October 17th–19th, 2022. Customer Success Conference 2022 by TSIA. CS 100 Summit.

Customer Success 52

Customer Success Conference Case Study Contact Center 52

kommunicate

AUGUST 20, 2022

Last Updated on August 20, 2022 What could surpass the bliss of welcoming new customers every day? A repeat customer. Investing in your products or services is undoubtedly a thing with a hundred new customers marching toward your business.

Customer Retention 52

Customer Retention Software Study Customers 52

CustomerSuccessBox

JUNE 8, 2022

Customer Success is steadily gaining importance globally and is the first line of defense for most SaaS firms. Whether it is to boost conversions, reduce churn or drive retention, Customer Success is at the forefront always. This has translated into huge demand for customer success events around the globe.

Customer Success 52

Customer Success Conference Case Study Study 52

SAP Customer Experience

DECEMBER 1, 2023

released November 2022) to 2211.15, offering a thorough analysis from the viewpoint of Business Users. Simultaneously, it serves as an essential study guide for professionals engaged in the SAP Commerce Cloud Stay.

Study 55

Study Analysis Engagement Customer Experience 55

BirdEye

APRIL 28, 2022

In fact, our studies found that 71% of all reviews in 2021 were written on Google , but that doesn’t mean you should ignore the other 29%. Niche sites are a regular place for customers to leave online reviews when they are not leaving them on Google. Read our 2022 State of online reviews report. Automotive. Restaurants.

Industry 104

Industry Automotive Healthcare Report 104

ShepHyken

JUNE 13, 2022

Each week I read many customer service and customer experience articles from various resources. Why AI Customer Journeys Need More Friction by Renée Richardson Gosline. Why would you want to put more friction into a customer journey? Customer Experience Is Getting Worse by Katie Deighton. Sign Me Up!

Customer Service 67

Customer Service Sports Customer Journeys Government 67

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to back that up. That’s right. Crazy, right?

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

ChurnZero

JUNE 24, 2022

2022 continues to be a grave reminder that change is constant. In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey. Q: What OKRs and KPIs do you use to monitor the success of Customer Success? I’ll focus on KPIs.

Metrics 98

Metrics Software B2B NPS 98

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. 5 Tips to Meet & Exceed Customer Expectations.

Customer Expectations 52

Customer Expectations Meeting How To Effort Score 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.

Trends 52

Trends Customer Service Data First Call Resolution 52

Stella Connect

NOVEMBER 23, 2021

Throughout the past two years, the customer service team has grown in importance, with the C-suite recognizing just how integral customer service is to meeting shifting customer expectations, embracing the rapid pace of digital transformation, and, ultimately, achieving business success. .

First Call Resolution 52

First Call Resolution Customer Service Effort Score Net Promoter Score 52

Forcivity Salesforce

JANUARY 18, 2022

Customer experience strategy in 2021 was no different. 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. However, this has only increased customer demand, and–as a result–opportunity. Customers are expecting empathy.

Omni-Channel 59

Omni-Channel Trends Customer Experience Social Media 59

C3Centricity

FEBRUARY 27, 2024

A Gartner survey found that employees’ willingness to support enterprise change fell from 74% in 2016 to just 43% in 2022. Faster Implementation : Another research study from McKinsey indicates that atomic changes can be implemented 30% faster, on average, than large-scale transformations.

Employee Engagement 226

Employee Engagement e-support Policies Retail 226

CustomerSuccessBox

MAY 18, 2022

So has the customer success industry and the content around the space! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! CustomerSuccessBox. 16 Ventures. SuccessCoaching.

Customer Success 52

Customer Success Case Study Resources Customers 52

ChurnZero

OCTOBER 15, 2021

Where is Customer Success Headed in 2022? Customer Success gradually, then suddenly, came to exist. Customer Success gradually, then suddenly, became essential to SaaS companies. Customer Success gradually, then suddenly, joined the C-suite. Customer Success flexes its authority. How did you go bankrupt?”

Customer Success 97

Customer Success Metrics Customers Trends 97

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. The article starts with a short case study of Panera which offered all their “Unlimited Sip Cup” to their “members” for $8.99/month. Winning on Purpose: 4 Lessons from Customer Loyalty Guru Fred Reichheld by Liam Burns.

Customer Service 65

Customer Service Employee Engagement Customer Service Training Loyalty Programs 65

ShepHyken

MAY 16, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Tracking the Customer Service Metrics That Really Count? My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Does the customer come back?

Customer Service 65

Customer Service Net Promoter Score Airlines Customer Journeys 65

Education Services Group

DECEMBER 28, 2021

Who knew Customer Success would make such an impact and grow so much these past 12 months? As we cross the finish line into another new year, CS is poised to skyrocket even further as the industry matures and more businesses harness the benefits of Customer Success. Countdown of our top 10 predictions for Customer Success in 2022.

Customer Success 52

Customer Success Self Service Trends Training 52

BirdEye

APRIL 28, 2022

Due to the number of customers using Google to find the product they’re looking for and the seamless review process that follows, Google review trends are higher than anywhere else online. Our study found that 71% of all online reviews were written on Google in 2021, a 4% increase from 2020. Average star ratings on Google by industry

Trends 52

Trends Automotive Hospitality Healthcare 52

Clarivate

OCTOBER 10, 2022

Clarivate oncology experts share key takeaways from the 2022 ESMO Congress and their expected impact on the drug treatment landscape and patients. Read on to for insights from our analysts on: Global highlights from ESMO 2022. Key ESMO 2022 highlights from Mainland China. Seven global highlights from ESMO 2022.

Study 52

Study Analysis Healthcare Marketing 52

CustomerSuccessBox

DECEMBER 13, 2021

Customer Success has gained importance globally and has been the first line of defense to boost conversions, drive retention, reduce churn and drive advocacy. This has led to the huge demand for customer success events where people can learn, network, and share the best practices. Future of the Contact Centre Conference 2022 |.

Customer Success 52

Customer Success Conference Case Study Leadership 52

Inbenta

NOVEMBER 3, 2022

In the age of digital customer experience, customers expect fast and convenient interactions. In fact, an extensive study by Verified Market Research showed that the healthcare chatbot’s market size is currently valued at USD 194.85 Million by 2030 , growing at a CAGR of 19.16% from 2022 to 2030. Read full case study].

Healthcare 96

Healthcare Chatbots Self Service Hospitality 96

Education Services Group

NOVEMBER 8, 2021

The 2021 Customer Success Leadership Study is out! Especially when they are telling a story about how Customer Success is booming. I don’t want to spoil it for you, but that’s what we’re seeing in the second year of producing our annual study surveying the issues and trends affecting the CS industry. Numbers are the best.

Study 52

Study Leadership Customer Success Chief Customer Officer 52

Beyond Philosophy

JANUARY 12, 2024

Per Statista , the amount of e-commerce losses to online payment fraud in 2022 since 2020 is $41 billion. TransUnion’s published a study that unveiled a staggering 1500% spike in shipping fraud between 2019 and 2021, likely spurred by the flourishing ecommerce landscape and the surge in digital solutions post-pandemic.

Customer Experience 88

Customer Experience How To Ecommerce Study 88

Genroe

MARCH 16, 2022

CX Tribe is the best Customer Experience insights, case studies and statistics. The post [CX Tribe] 15 March 2022 – Surprising On-Line Reviews Research appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe. Human curated. Delivered weekly.

Net Promoter Score 52

Net Promoter Score Case Study B2B Study 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. One need only look to the continued expansion of chatbot AI solutions and endless scripted questions when trying to use phone-based customer services lines.

Banking 52

Banking Financial Trends Multi-Channel 52

Lithium

JANUARY 20, 2022

Inspiration & Case Studies. How the SAP Concur community team used customer input to pivot fast. The top 4 customer engagement trends for 2022. Snack Breaks & Hot Takes: Community Benchmarks for 2022. Measure the Impact of Your Community. The Guide to Success Rate: The CX metric you absolutely need.

Resources 52

Resources Social Media Case Study Video 52