Forrester's Customer Insights

DECEMBER 15, 2020

What do you do when you absolutely must get your vaccine to the destination on time and keep it very, very cold? Advances in Internet of Things technologies are make it possible to monitor temperatures of vaccine shipments in transit. On December 11, 2020 the US Food and Drug Administration gave its stamp of approval […].

Technology 72

Technology Management 72

BlueOcean

DECEMBER 17, 2020

As with almost everything in 2020, the challenge was escalated with the addition of COVID-19, as well as wildfires in the western United States. The Solution: Faced with these unique challenges, we collaborated closely with the client’s European vendor to develop a playbook of lessons and insights.

Case Study 156

Case Study Study Training Customer Success 156

Uniphore

JUNE 10, 2021

Our solution: educate centers on the power of automation and empower agents to use technology to their advantage. What is the Biggest Challenge You Faced During COVID-19? Call Volume During COVID-19. The solution: automated knowledge-sharing that quickly delivers the information agents need when they need it.

Call Center 246

Call Center Self Service Contact Center Case Study 246

Calabrio

APRIL 16, 2020

With the spread of COVID-19, customer service teams are leaving traditional contact centers to work remotely and promote social distancing. Over the last few weeks, we’ve rolled out several solutions to help our customers stay connected to their stakeholders. Stay connected and responsive to customers.

Connections 307

Connections Contact Center Analytics Software 307

Calabrio

JUNE 1, 2020

Over the past several weeks we’ve been hearing from a lot of you about the challenges that you’re facing due to COVID-19, especially as it relates to things like maintaining business continuity, having to rapidly deploy and manage a remote workforce, maybe adding new capabilities to address new problems, etc.

Contact Center 191

Contact Center Video Feedback Management 191

Clarivate

DECEMBER 16, 2021

Over the past two years, these women have done essential work in addressing COVID-19 and in helping to create a more equitable STEM field post-pandemic. How have Clarivate data and solutions been helpful in researching and understanding COVID-19? . Learn more about Coronavirus (COVID-19) insights from Clarivate.

Leadership 98

Leadership Hospitality Video Analysis 98

BlueOcean

DECEMBER 8, 2020

The Challenge: The organization’s support solution had not kept pace with changing dynamics in the membership experience nor the changing demographics of the sport and its passionate players and fans. The Unexpected Complication: COVID-19. Launched on-time despite major challenges of the pandemic. Need we say more?

Sports 156

Sports Customer Care Case Study Study 156

Clarivate

OCTOBER 5, 2021

As the pandemic tore across the world, principal epidemiologist Oliver Blandy knew he had the expertise and data to help fight COVID-19. but COVID is happening in real time.”. He soon got his wish, embedding with a client that was working on some promising solutions for COVID-19 treatment and prevention.

Data 98

Data Innovation Marketing System 98

Clarivate

OCTOBER 11, 2021

Her expertise in parasitic infections, particularly malaria, does however lend itself to the study of COVID-19. We showed COVID-19 transmission rates from Asia to Europe and the U.S., United by a common cause, a global team of Clarivate experts partnered with pharmaceutical companies to fight COVID-19.

Healthcare 98

Healthcare Study Data Groups 98

Clarivate

OCTOBER 19, 2021

Xavi Moreno took a roundabout path to working on products designed to address the COVID-19 pandemic. Fast forward to the early summer of 2020, when he joined the Clarivate consulting services team as a Python developer just as a second wave of COVID-19 cases was hitting in much of Europe and the United States.

Software 98

Software Consulting Video Tips 98

ShepHyken

MAY 24, 2021

The 3 Principles of Brand Loyalty After COVID-19 Rocked Our World by Kim Campbell. Blue Ocean Contact Centers) Discover the three principles of brand loyalty after COVID-19 shifted our buying behaviors (and one interesting exception to the rule.). That was until COVID-19. by Erin Ollila.

Customer Service 152

Customer Service Customer Retention Loyalty Retail 152

Totango

AUGUST 5, 2020

The use of telecommunication has dramatically increased since the COVID-19 outbreak began, and people are spending more time on their digital devices while waiting for life to return to normal. . Strategies for Successfully Engaging Customers During COVID-19. Why You Need a Good Customer Engagement Strategy.

Engagement 103

Engagement How To Telecommunications Customer Centricity 103

ShepHyken

OCTOBER 9, 2020

She writes about changes in the customer experience for grocery shoppers during the COVID-19 pandemic. So, trying to stay healthy during the Covid-19 Pandemic, consumers start doing their grocery shopping online, most of them saying that they would continue to do so even after the pandemic is gone.

Retail 135

Retail Customer Experience Multi-Channel Omni-Channel 135

TechSee

OCTOBER 5, 2021

Since the era of COVID-19 began, three-quarters of customers are now keen to avoid field engineer visits unless they are strictly necessary due to safety concerns, and 20% are unwilling to accept a home visit under any circumstances. Greater safety measures.

How To 207

How To Transportation Customer Satisfaction Insurance 207

ShepHyken

MARCH 12, 2021

A study by McKinsey Consulting in April 2020 indicated that digitally-enabled sales interactions were at least twice more important during the pandemic than they were in the pre-COVID-19 era. There are three basic elements to it––goals, solutions, and interactions. Technology solutions are the need of the hour.

Strategy 145

Strategy Self Service Customer Journeys B2B 145

Totango

JUNE 26, 2020

The COVID-19 pandemic increased the risk of customer churn across almost every industry. COVID-19’s effect on customer churn may have already begun, but there is still plenty you can do to increase customer engagement and retain the customers you have worked hard to win. Recovering from the Effects of COVID-19.

Customer Retention 91

Customer Retention Telecommunications Communication Customer Success 91

TechSee

APRIL 21, 2020

During the COVID-19 crisis, every company wants to continue providing uninterrupted service. 1. Is the solution quick to implement? Under normal circumstances, the journey toward implementing the right solution can take several months or more. 3. How simple to use is the solution? Simplicity is crucial.

Software 109

Software Guidelines Insurance Contact Center 109

Talkdesk

MARCH 16, 2021

The covid pandemic mandating regional lock-downs and stay-at-home orders had a devastating effect on small and midsize businesses (SMBs)—the lifeblood of the U.S. Upside Business Travel was significantly impacted by COVID-19. With customers canceling business travel plans due to COVID-19, call and chat volumes spiked.

Financial 121

Financial Travel Banking Contact Center 121

Maru Group

JANUARY 20, 2022

Negative emotions to COVID-19 vaccines must be addressed to build acceptance. The key question becomes why , in the face of a mountain of evidence suggesting that vaccines protect against COVID-19-related severe outcomes, do people persist in refusing to get vaccinated.

Hospitality 75

Hospitality How To Sports Analysis 75

PeopleMetrics

JUNE 29, 2020

Given the changes in customer expectations across all industries brought about by COVID-19, it is now essential that you rethink your VoC program with a “beginners mind.”. Should we ask the same questions that we asked prior to COVID-19? PLUS, keep any questions you used pre-COVID-19. Yes and no).

CEM 121

CEM NPS Hotels Survey 121

TechSee

JANUARY 14, 2021

With the number of new daily confirmed cases of COVID-19 in the UK exceeding 60,000, the country has officially entered its third national Coronavirus lockdown. During COVID-19, safety equals customer loyalty. Interestingly, there has been a lasting shift in consumers’ attitudes towards remote support.

Loyalty 109

Loyalty Consumers Meeting Customer Expectations 109

BirdEye

SEPTEMBER 11, 2020

The global pandemic and resulting shut down caused by COVID-19 has changed everything. Thus, which industries are most likely to recover as businesses across the country reopen after the COVID-induced shutdown. Early movers embracing technology weathered COVID-19 better than their competition. Healthcare.

Industry 98

Industry Healthcare Automotive Guidelines 98

Helpware

MAY 19, 2022

However, the COVID-19 pandemic forced many businesses to find remote solutions for employees. Working from home (WFH) used to be a luxury that few companies offered, especially full-time.

Company 68

Company Management 68

Engine Insights

FEBRUARY 3, 2022

Hopes were high that 2022 would bring solutions to our pandemic life and get us back on track. And in the start of 2022, we have seen things begin to shift in both good and bad directions: people are talking about Covid-19 being endemic rather than pandemic, the Olympics are moving ahead (but the presence of spectators is still.

Consumers 83

Consumers Brands 83

Clarivate

NOVEMBER 17, 2021

Women leaders at Clarivate like Ann Graul play a key role in accelerating innovation in the quest for answers to COVID-19 issues. The global COVID-19 pandemic that began in early 2020 turned the world as we knew it upside down, bringing unimagined challenges and exacerbating existing struggles. Watch their story.

Innovation 59

Innovation Data Leadership Trends 59

ShepHyken

JANUARY 6, 2021

While people have embraced self-service solutions and digital selling experiences, COVID-19 saw customers who normally would be happy with the digital experience reaching out to companies just to talk to someone who cares. COVID-19 pushed us into the future. The word for 2021 will be empathy.

Self Service 169

Self Service Chatbots Customer Relationship Management Customer Service Training 169

Zeisler Consulting

NOVEMBER 17, 2021

Over the past twenty months, of course, it has been Covid-19. No brand didn’t have a disruption due to Covid. It’s those brands that offered solutions instead of excuses. I still hear IVR outgoing messages that reference Covid as the reason why I’m waiting on hold endlessly. You’ve heard this before, right? “Due

Wait Times 93

Wait Times Entertainment Hotels Customer Centricity 93

ChurnZero

SEPTEMBER 23, 2020

This award celebrates companies that have gone above and beyond to provide their communities, clients, and front line workers with support during the COVID-19 crisis. . We have been completely inspired by the way the B2B technology industry responded to COVID-19. This pandemic isn’t just a test of fortitude.

B2B 98

B2B Healthcare Touchpoint Customer Voice 98

Bizagi

JANUARY 15, 2021

Vaccine passports are one way to revive industries stalled by the COVID-19 pandemic. Technology companies have responded to this need, and software solutions including CoronaPass , offer the capability to create such a system, and to customize it to your specific needs. Vaccine passports may provide one part of the solution.

Travel 85

Travel Healthcare Airlines Hospitality 85

Clarivate

DECEMBER 3, 2021

We’re proud of the powerful roles that women at Clarivate have played in addressing COVID-19. Their achievements are invaluable to our contributions to innovation and customer success, as evidenced in the roles women researchers and scientists have played in addressing COVID-19 during the past two years. Absolutely.

Leadership 52

Leadership Study Trends Groups 52

Clarivate

NOVEMBER 10, 2021

This past year, Clarivate women scientists contributed to COVID-19 vaccine research, working with our customers to save lives around the world. This past year, women scientists at Clarivate contributed to COVID-19 vaccine research and development, helping to save lives around the world. Watch their story.

Analysis 98

Analysis Consulting Video Groups 98

ShepHyken

FEBRUARY 16, 2021

In just a matter of a few months, COVID-19 forced businesses 2-3 years into the future of digital commerce and digital customer experiences. COVID-19 has also affected the way customers shop, especially with grocery stores, which saw a 300% increase in online purchasing over the last year. How to keep loyal customers?

Ecommerce 87

Ecommerce Loyalty Retail Trends 87

Totango

MAY 29, 2020

The continuing uncertainty caused by the COVID-19 challenge is likely creating anxiety among your customers, just as it may be within your own enterprise. We’ve put together a COVID-19 Customer Engagement toolkit to help during this challenging time. Segment Your Customers by COVID-19 Impact. Set Up Alerts.

How To 62

How To Resources Software Customer Success 62

Bold360

APRIL 1, 2020

Knowledge is power, especially during the COVID-19 pandemic when both individuals and organizations alike are struggling with uncertainty. Before we explore solutions, let’s scope out the problem. COVID-19’s Double Whammy. Call Centers: Too Busy for Regrets. Call Centers: Too Busy for Regrets.

Knowledge Base 95

Knowledge Base Call Center Self Service Management 95

ShepHyken

FEBRUARY 8, 2022

Shep Hyken interviews Steve Peltzman head of FeedbackNow , Forrester ’s AI-powered physical & digital solution.?They COVID has caused customers to feel anxiety and a lack of control. Quotes: “COVID has brought consumers’ CX expectations up to unprecedented levels. How did COVID-19 change customer expectations?

Healthcare 84

Healthcare Feedback Customer Experience Professionals Survey 84

Kustomer

SEPTEMBER 29, 2020

According to research conducted by Kustomer in April 2020, 79% of customer service organizations reported that COVID-19 had impacted them significantly. According to PWC , 82% of office workers would prefer to continue working remotely, at least part of the time, even after COVID-19 has subsided.

Average Handle Time 116

Average Handle Time Consumers Report Customer Service 116

CSM Practice

JUNE 16, 2020

Per CSM Practice COVID 19 Survey results , customers are now more used to having video conferences with vendors and a remote business review should be appropriate. First, With COVID-19, vendors find it difficult to get sufficient attention from their stakeholders. And yes – there are new rules. Benchmarks.

Travel 92

Travel Analysis Conference Survey 92