2020 Research

APRIL 3, 2024

This tech-savvy generation recognizes the importance of maintaining a healthy balance between their virtual and real lives. In contrast, older individuals aged 55 and above exhibited an opposite trend. This discrepancy highlights the contrasting perspectives on the impact of social media breaks between different generations.

Social Media 52

Social Media Study Groups Survey 52

Uniphore

JUNE 9, 2021

Empower them to perform at the highest level with employee-first tech. According to the 2020 Deloitte Global Human Capital Trends survey, 67% of organizations have yet to truly incorporate AI into their knowledge management strategy. Look at Your Tech Through a Human-centric Lens. Implement real-time embedded learning.

Engagement 246

Engagement Contact Center How To Metrics 246

Thematic

FEBRUARY 27, 2024

💡 This isn't just a tech trend- 44% of CX leaders already rely on AI and machine learning to extract actionable insights from their Voice of the Customer data. It typically includes four perspectives: • Financial: Traditional metrics like revenue, profit, and ROI.

ROI 62

ROI Report Customer Experience How To 62

Thematic

FEBRUARY 27, 2024

💡 This isn't just a tech trend- 44% of CX leaders already rely on AI and machine learning to extract actionable insights from their Voice of the Customer data. It typically includes four perspectives: • Financial: Traditional metrics like revenue, profit, and ROI.

ROI 62

ROI Report Customer Experience How To 62

Quadient

AUGUST 11, 2022

2022 Analyst Report Roundup: Data to Back Your CCM-CXM Budget. Quadient has licensed reports and analyses from leading analyst firms, including Aspire CCS, Forrester, Gartner, and IDC. These analyst reports help describe the business benefits, market dynamics, and customer impacts of improving the way you engage with customers.

Customer Journeys 52

Customer Journeys Report Data Omni-Channel 52

Uniphore

JANUARY 25, 2022

Applications considered early in their hype cycle reached maturity at breakneck speed, and our tech predictions became a reality even faster than we anticipated. And in the tech world, the answer is simple: nowhere to go but up! Last fall, we surveyed Australian consumer perspectives of video conversations. However, their no.

Healthcare 130

Healthcare Video Banking Contact Center 130

Think Customers

FEBRUARY 13, 2024

The growing role of AI in customer interactions is just one of the major 2024 CX trends examined by TTEC’s Nick Cerise, chief marketing officer, and Tom Lewis, global leader, CX consulting, analytics and AI, TTEC Digital. Monetize customer engagement Lewis said there is a right way, and wrong way, to approach this service-to-sales journey.

Contact Center 52

Contact Center Analytics Healthcare Trends 52

BlueOcean

OCTOBER 4, 2022

If the future of customer experience is on your mind, read on for a few more bite-sized perspectives. Shelli Ryan, CEO and Founder of Ad Hoc Communication Resources, presented a report about blockchain in the contact center and its impact on customer experience. The conference was exceptionally valuable and every bit mind-blowing.

Conference 156

Conference Entertainment Employee Experience Contact Center 156

West Monroe

JUNE 6, 2023

Tech Trends to Watch Learn what West Monroe leaders say these 5 tech trends mean for your organization, and the actions they recommend taking today. And we offer advice on how and where to act—helping you keep a finger on the pulse of our digital world. ” It’s something to plan for today.

Trends 52

Trends Innovation Technology Industry 52

Alida

JANUARY 7, 2019

We see cross-functional teams coming together to form an “enterprise perspective” on gathering customer insight, knowledge and feedback. Consider The Wall Street Journal’s report, Management Top 250 , an annual report of companies that excel across a number of categories.

Customer Experience 212

Customer Experience Customer Centricity Competitive Advantage Innovation 212

Education Services Group

NOVEMBER 21, 2022

We’ve also split out more data by demographics so we can parse trends even further by size and revenue. Here’s a little bit about what we learned from the annual report. CS Ops maturity requires a healthy tech stack to enable these higher-level capabilities. of CS leaders reported theirs at $200,000 or less.

Study 98

Study Leadership Customer Success Industry 98

West Monroe

JUNE 26, 2023

Listen to "5 Trends Shaping the Future of Tech" on Spreaker. About the episode Our market intelligence team analyzed market data, research, and perspectives so we could bring you invaluable insights to help you navigate the ever-evolving digital landscape. Tell us more about what that means in the context of tech trends.

Trends 52

Trends B2C Innovation Return on Investment 52

West Monroe

NOVEMBER 6, 2023

How can we make sense of the seemingly contradictory information regarding frequent layoff headlines, which may appear alarming, and the positive indicators from the jobs report that point to a strong job market? Regarding the headlines about layoffs, it's noteworthy that these instances have been more concentrated in the tech industry.

Policies 64

Policies Industry Financial Consumers 64

West Monroe

APRIL 9, 2024

West Monroe’s perspective While banks must focus not only on buying deposits through higher-priced deposit rates or brokered deposit but also proactively diversifying revenue streams, credit unions should take a refreshed 360-degree view of the landscape. This is especially true for credit unions.

Self Service 52

Self Service Trends Banking Financial 52

LiveChat

FEBRUARY 1, 2019

To help you start, I’ve pulled the main takeaways from LiveChat 2019 Customer Service Report that you should focus on. It’s worth mentioning, the report is based on the data from 25k companies representing 19 industries. Take action and you’ll be prepared to buck the trend of declining customer satisfaction. Data we considered.

Report 57

Report Customer Service Chatbots Customer Satisfaction 57

CSM Magazine

NOVEMBER 3, 2022

Waterfield Tech, a leading global customer engagement solutions provider, today announced research findings detailing a significant lag in the adoption of conversational AI in the contact center. For an infographic that illustrates the findings from Waterfield Tech’s research further, visit [link]. About Waterfield Tech.

Virtual Agent 52

Virtual Agent Telecommunications Contact Center Customer Experience 52

NobelBiz

OCTOBER 17, 2023

This change demands effective tech solutions that can maintain, if not elevate, the quality of service provided by agents working from various locations. Tech Inconsistencies: Remote agents might be using varied devices and internet connections, leading to inconsistent service quality. Tune in now !

Call Center 59

Call Center Management Contact Center Contact Center Software 59

CSM Magazine

FEBRUARY 7, 2024

Numerous trends from the previous year will persist and exert influence on the talent and recruitment domain. Here, we will emphasize a few of these trends, such as skills-based hiring, the ongoing power dynamics between employees and employers, and the undeniable impact of AI.

Trends 52

Trends Competitive Advantage Analytics Leadership 52

NobelBiz

OCTOBER 9, 2023

According to shelf.io , 91% of companies report their agents must access multiple screens during an interaction. Example from a Call Center Perspective Think of a call center using an older CRM system for customer management and a new ticketing system for handling complaints.

Call Center 52

Call Center Contact Center Management Contact Center Software 52

NobelBiz

AUGUST 28, 2023

The Technology Tango: Dancing with Tech Troubles In the realm of contact centers, technology hiccups are like unexpected dance partners. From outdated systems to integration complexities, tech challenges can disrupt the rhythm of seamless customer interactions.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

CSM Magazine

JANUARY 17, 2024

It tracked current trends in video streaming and how businesses are leveraging this power to capture audience interest, and convert it to revenue. From the audience perspective, customers use it to keep updated about the latest products, brands and deals. They are highly effective because of the quick run-through and short duration.

Video 52

Video Communication Training Social Media 52

CloudCherry

JULY 25, 2018

The MIT Technology Review: Getting To Iconic report is based on surveys conducted with over 550 business executives at global firms—including retail, IT, logistics, healthcare, IT, and more— in over 30 countries between May and July 2017. The report focuses on “Iconic firms” and contrasts them to those that are not iconic.

Technology 170

Technology Brands Customer Experience Omni-Channel 170

Optimove

JUNE 8, 2022

According to Kuhn, revolutions happen when a new theory in a particular field is proved and established, forcing all the people who subscribed to the old theory to change their perspective. “Consumers have had their personalization expectations redefined by the likes of Netflix, Spotify, and Amazon,” states the McKinsey report.

Fashion 67

Fashion Advertising B2C Retail 67

West Monroe

MAY 8, 2023

As recessionary concerns rise, we're seeing layoffs in a lot of industries, particularly in the tech sector. Can you tell us about the findings from the Employment Trends Index published by The Conference Board–and what you’re anticipating around hiring and growth through 2023? Absolutely.

Banking 98

Banking Conference Policies Healthcare 98

NobelBiz

MARCH 12, 2024

Additionally, they required robust analytics and reporting capabilities for real-time insights into customer data. Challenge : Facing suboptimal contact rates and inadequate reporting and analytics, Leading Edge Connections encountered financial strains impacting both their operations and client relationships.

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

DemandJump

NOVEMBER 4, 2020

These are known as base drivers, and can include price, distribution trends, seasonality factors, and other macroeconomic influences. With a handle on which marketing efforts work best, as well as which ones are trending up (or down) teams can plan out their strategies further into the future. The Benefits of Marketing Mix Modeling.

Marketing 96

Marketing Return on Investment Advertising Analysis 96

Oracle

MAY 6, 2019

High touch high tech may be next hottest CX trend. The phrase “high tech high touch” emerged in the 1980s in the New York Times #1 bestselling book Megatrends , and was later explored in depth by author John Naisbitt in a book of the same name. CX and high tech high touch.

Chatbots 62

Chatbots Touchpoint Consumers Technology 62

datastax

JANUARY 2, 2019

Here are the top six data management trends for 2019: Analytics, analytics, analytics . zip codes, addresses or weather reports—to power their businesses. Not only have these breaches been costly from a financial perspective, they’ve also angered customers. Geospatial search. Data autonomy. Kafka and Docker.

Trends 105

Trends Data Management Government 105

BirdEye

NOVEMBER 8, 2023

Forrester Forrester is a research and advisory firm that provides reports, analyses, and evaluations of technology and market trends. Its reports influence business decisions and customer behaviors. Best Buy Best Buy is a retail eCommerce platform offering electronics, appliances, and tech products.

Ecommerce 59

Ecommerce Travel Hotels Social Media 59

NobelBiz

OCTOBER 31, 2023

To put things in perspective, let’s first look at some statistics showcasing the importance of customer support: According to Email Analytics , 77% of customers are more likely to share a positive experience with brands. Real-time Monitoring and Reporting Nobelbiz’s solutions allow for real-time monitoring of customer interactions.

Call Center 105

Call Center Contact Center Software Contact Center Social Media 105

Storyminers

APRIL 24, 2018

Vacasa reports that owners say they earn 34% more than with their previous property management company. Machine learning feeds the yield management system with key data about weather, trends, historical booking times and lengths, current pricing conditions, special events, and takes other factors into account to come up with the right price.

Case Study 100

Case Study Study Culture Guest Experience 100

West Monroe

OCTOBER 10, 2022

Casey, from your perspective, who should be listening to this podcast? What's your perspective on digital transformation? The right tech does matter because it allows us to move quickly with the market, launch products that matter. The metaverse is trending. 2022 Report: A Survey on the Metaverse’s Business Value.

Travel 52

Travel Case Study Culture Meeting 52

BlueOcean

FEBRUARY 21, 2017

A Baby Boomer agent may share some skills and traits with a Millennial agent, but their perspectives and cultural experiences often result in some foundational differences that can help or hinder their experience in the call center. There’s another layer to be considered as well: generational differences in the contact center workforce.

Contact Center 225

Contact Center Multi-Channel Call Center Training 225

Thematic

APRIL 12, 2023

Behavioral data provides limited perspective. Context from surveys and user interviews completely opens up your perspective, so you can make fully informed decisions. Where possible, go back to individual customers and report the fix. There is a focus on empathy for and listening to customers.

Customer Centricity 62

Customer Centricity Culture Company Omni-Channel 62

West Monroe

OCTOBER 10, 2022

Casey, from your perspective, who should be listening to this podcast? What's your perspective on digital transformation? The right tech does matter because it allows us to move quickly with the market, launch products that matter. All business leaders. And it even matters as companies evolve. Should you care?

Travel 52

Travel Healthcare Case Study Financial 52

Thematic

DECEMBER 12, 2023

This process uncovers common themes and hidden trends within these customer interactions, all on a large scale. Brands actively connect with customers to get this type of qualitative feedback for their perspectives. This facilitates a more in-depth understanding of the perspectives and needs of their target audience.

Analysis 62

Analysis Examples Feedback Social Media 62

West Monroe

JUNE 20, 2022

Instead of looking down industry towers (providers, payers, and life sciences) at key trends and drivers of M&A and investment activity, we’re looking across them at digitally enabled platforms, products, data sets, and high value analytics through the lens of asset differentiation and the trends shaping portfolio value.

Healthcare 52

Healthcare Trends Analytics Multi-Channel 52