Second to None

FEBRUARY 14, 2018

This piece was originally published by Forbes on February 8, 2018: “You may still be writing “2017” on forms, but no one can deny that 2018 is in full swing. Here are the six customer service trends we expect to see in 2018 and, more importantly, our advice on how to manage them. Those numbers will only rise in 2018.

Trends 63

Trends Social Media e-support Chatbots 63

CX University

NOVEMBER 27, 2018

CX University has recently been named a finalist in the 2018 Gulf Customer Experience Awards in the category for Business Change or Transformation. Since its launch in 2015, CXU has always strived to make a difference in the Customer Experience discipline by bolstering professionals to achieve greatness in their work and organization.

Course 45

Course Training Innovation Communication 45

COPC

SEPTEMBER 25, 2018

Here are a few highlights from the 2018 CXMB Series Consumer Edition : The resolution rate of multichannel engagements remains high at 75%, yet satisfaction with the multichannel experience remains low at 57%. The 2018 CXMB Series Consumer Edition is the 12 th volume in the series. Perception of Interactive Care (e.g.,

Consumers 40

Consumers Report Survey Customer Experience Management 40

CloudCherry

SEPTEMBER 1, 2019

Among his noteworthy HBR articles are “Reinventing Customer Service” (November-December 2018), “Kick-Ass Customer Service” (January-February 2017), “Dismantling the Sales Machine” (November 2013), “The End of Solution Sales” (July-August 2012) and “Stop Trying to Delight Your Customers” (July-August 2010).

Conference 244

Conference Study Sales Leadership 244

CSM Magazine

OCTOBER 4, 2023

Before 2015, IT teams had the luxury of time on their side – once you issued a certificate, you didn’t have to worry about it for the next 5 years. That window was cut short to 3 years in 2015, then 2 years in 2018, and finally to just 13 months in 2020. Manual certificate management is on its last legs in 2023.

Management 59

Management Ecommerce System Sales 59

CX Journey

DECEMBER 20, 2017

Twitter-based customer service increased 250% from 2015 to 2017. Successfully bridging that gap - using human communication to help solve problems in an effortless way that doesn’t leave customers pulling their hair out - is precisely the goal in curating a customer experience. What does this mean for how you communicate with customers?

Communication 137

Communication Brands Social Media Touchpoint 137

QuestionPro Audience

OCTOBER 10, 2018

At SuperZoo 2018, the largest national show for pet retailers, there were an increasing number of products with CBD and hemp oil on display. Scientific research has shown that there are many legitimate medical uses for cannabis. The biggest money maker in the pet industry right now is healthcare, particularly veterinary care. In 2016, $15.42

Healthcare 170

Healthcare Trends Retail Industry 170

Bob Hayes

MARCH 8, 2021

Using data from 2018 and 2019, the US Census Bureau estimates that, for every dollar that men earn, women earn 81.6 Compared to the results of a similar analysis in 2015 , the percent of data professionals holding Doctoral and Master’s degrees has declined while the percent of those holding Bachelor’s degrees has increased.

Data 145

Data Analytics Analysis Survey 145

Helen Dewdney

APRIL 9, 2019

Consumer Rights Act 2015 – the most comprehensive useful law to cover you for most issues with products and services. Consumer Rights Act 2015 digital content the extra cover. The Minimalist Guide to Complain your consumer rights, ATOL and ABTA and for packages booked before o1 July 2018. Here are the main ones.

Travel 55

Travel Consumers Tips How To 55

Thematic

SEPTEMBER 24, 2018

Judging by the ratings for the online reviews in 2018, we’ve ranked the apps from 1-5 (1 being the lowest, and 5 being the highest), and this is how they fared: Happn (3.8). In 2018, the number of online dating users in USA was a staggering 294m , with the number of users expected to rise to 331.3m Badoo (3.8). Tinder (2.9).

Effort Score 54

Effort Score Entertainment Fashion Comparison 54

NICE inContact

JULY 25, 2019

According to a Korn Ferry Poll (2018), 33 percent of professionals selected “I’m bored, need new challenge” as their motivation for moving on to another job. According to Randstad (2015), 86 percent of employees quit their jobs due to an absence of career development. 4) Help Your Agents Set a Career Path.

Call Center 141

Call Center Gamification Contact Center Social Media 141

Alida

FEBRUARY 22, 2017

billion in 2015 —up 12 percent from the previous year. billion in market value by 2018. The race towards customer-centricity is driving some the biggest trends in business technology. The customer relationship management (CRM) market, for instance, reached $26.3

Customer relationships 180

Customer relationships CRM Customer Centricity Loyalty Programs 180

Clarivate

APRIL 19, 2024

2015 [12] Medical Imaging Systems. Eds: Maier M, Steidl S, Christlein V, Hornegger J, Springer Open 2018 [13] Frinking P, Segers T, Luan Y, Tranquart F. 2018 Jan;43(1):127-42 [23] Yang Q, Zheng R, Zhou J, Tang L, Zhang R, Jiang T, et al. J Ultrasound Med. 2021 Dec;40(12):2581-2593 [11] Medical Imaging Signals and Systems.

e-support 59

e-support Guidelines Study Healthcare 59

Gainsight

APRIL 26, 2023

Pulse Crossing the Pond to Europe We also have fond memories of Pulse 2015, the first year Pulse took over the world. And remember that Ferris Wheel in San Mateo, for Pulsechella in 2018? Taylor Swift and Vanilla Ice At Pulse 2015, Taylor Swift stole the show! We called it Gainsight CoPilot and we unveiled it at Pulse 2015.

Industry 52

Industry Conference Fashion Customer Success 52

Brandwatch CX

MARCH 7, 2023

Social media statistics For context, as of April 2018, total worldwide population is 7.6 For marketers, knowing the statistics behind the social networks can inform strategy and spend, allowing focused targeting of users. billion The internet has 4.2 billion users There are 3.03 billion active social media users On average, people have 5.54

Social Media 98

Social Media Video Advertising Marketing 98

Helen Dewdney

JUNE 12, 2019

Some 750 fires have been reported involving Hotpoint, Indesit and Creda tumble dryers during the period 2004 and 2018, including three injuries. On 23 November 2015 Whirlpool issued a warning regarding 113 different models of their tumble dryers due to the risk of fire. This report outlines what happened up until April 2018.

Government 64

Government Report Consumers Company 64

Helen Dewdney

FEBRUARY 28, 2020

. % rise on previous year. Full details of all price rises can be found on the Royal Mail website. ].

Policies 73

Policies Leadership Report Course 73

Customer Bliss

MAY 10, 2017

5 The report, published in June of 2015, surveyed 516 senior-level executives from twenty-one countries. Two in five companies (42 percent) have boosted relevant spending by more than 10 percent in the past three years, a proportion that is estimated to climb to more than half (51 percent) over the next three years (by 2018).

Chief Customer Officer 179

Chief Customer Officer Customer Experience Wireless Study 179

Beyond Philosophy

MARCH 2, 2018

1 February 2018. 9 February 2018. < 1 February 2018. 9 February 2018. < [link] > Kelly, Heather. 2 February 2018. 9 February 2018. < 15 August 2015. 9 February 2018. < 9 February 2018. < 21 January 2018. 9 February 2018. < 9 February 2018. <

Government 101

Government Employee Experience Employee Engagement Social Media 101

GetFeedback

DECEMBER 27, 2018

Research suggests that visual IQ is rising and over 84% of communication will be visual by 2018. Mobile-only internet users surpassed desktop-only in 2015 —a major landmark in the mobile space. From 2010 to 2015, email opens on mobile grew 30% , leaving desktop and webmail clients in the dust. Survey design.

Survey 225

Survey Net Promoter Score Feedback Abandon Rate 225

GetFeedback

MAY 5, 2019

Introducing Plenti Reward system that lasted from 2015 to 2018, American Express has let their clients earn and redeem loyalty points. And there’s nothing that keeps customers excited about your brand like providing them both with high-quality products as well as some awesome surprise gifts. Business example: American Express. .

Sales 277

Sales Loyalty Programs Social Media Policies 277

Brandwatch CX

JANUARY 7, 2019

Instagram introduced advertising for select brands in October 2013 , but didn’t open up advertising for all until September 2015. In 2015, Instagram was forecasted to bring in $10.87bn in mobile ad revenue. . A post shared by Kylie (@kyliejenner) on Feb 6, 2018 at 1:14pm PST. At the time, Instagram had only 30 million users.

Social Media 111

Social Media Advertising Fashion Video 111

Vonage

MARCH 26, 2018

Emotionally connected customers are more than twice as valuable as highly satisfied customers (The New Science of Customer Emotions HBR 2015). NVM’s 2018 research discovered comparable behaviour. The ROI of emotive CX.

Omni-Channel 133

Omni-Channel Self Service Customer Journeys ROI 133

CSM Magazine

AUGUST 30, 2023

VeChain Overview The history of the currency goes back to 2015 when Sunny Lu and Jay Zhang created this blockchain protocol. After migrating from Ethereum in 2018, it’s the VeChainThor blockchain that’s behind this project. They agree HBAR will exceed $0.10 in 2024 and reach $0.20

Comparison 52

Comparison Financial Consulting Marketing 52

Hello Customer

MAY 17, 2020

Hello Customer was founded in 2015 by Leslie Cottenjé, Bram De Vos and Joeri Pansaerts as a SaaS platform that enables businesses to analyse customer experiences and expectations, automatically distil useful insights from them and subsequently take actions to optimise the customer experience. They have committed to invest 6 million euros.

B2B 98

B2B Feedback Technology Customers 98

Comm100

JUNE 15, 2022

Canadian Blood Services (CBS) first launched Comm100 Live Chat on their website in 2018 to connect with digital-first customers that were being missed by traditional phone support. Tangerine Telecom began using Comm100 Live Chat in 2015 to bring their broadband customers more convenient and accessible support. Canadian Blood Services.

Chatbots 198

Chatbots Industry Customer Service Wait Times 198

AWS Machine Learning

OCTOBER 5, 2023

From 2015–2018, he worked as a program director at the US NSF in charge of its big data program. He founded StylingAI Inc., an AI start-up, and worked as the CEO and Chief Scientist in 2019–2021. Before joining the industry, he was the Charles E. and Mary Jane Spahr Professor in the EECS Department at the University of Kansas.

Training 102

Training e-support Conference System 102

NetBase

JULY 30, 2020

In 2019, ad revenue in podcasting hit $708m which was a 48% year over year growth from 2018. Back in 2015, ad revenue was a comparatively paltry $105m and then ballooned to $708m just four years later. Back in 2015, ad revenue was a comparatively paltry $105m and then ballooned to $708m just four years later.

Brands 97

Brands Advertising Trends Consumers 97

Customer Bliss

SEPTEMBER 19, 2019

Dr. Allen was named in the Becker’s Hospital Review list as “130 women hospital and health system leaders to know” for 2015 -2019 and a Top 30 CXO in 2018. She has her Ph.D. in Medical Anthropology and Community Medicine, a Green Belt in Lean, and is a Certified Executive Coach.

Communication 135

Communication Hospitality Healthcare Customer Journeys 135

Customer Guru

JUNE 19, 2018

However, a video released in April 2018 invoked myriad emotions in people, making them not wanting to visit a nearby Starbucks any time soon; some were infuriated, some were saddened, but most of them were just confused. Melissa DePino (@missydepino) 12 April 2018. pic.twitter.com/0U4Pzs55Ci. Source: Mellisa DePino | Twitter.

Policies 89

Policies Video Poor Customer Service Customer Retention 89

Tricia Morris

FEBRUARY 19, 2016

2015 Aspect Consumer Experience Survey ). 2015 Global State of Multichannel Customer Service Report). 2015 Global State of Multichannel Customer Service Report). 2015 Aspect Consumer Experience Survey ). 2015 Global State of Multichannel Customer Service Report).

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

Comm100

SEPTEMBER 28, 2021

By introducing Comm100 Live Chat in September 2018, CBS saw immediate success in reaching digital-first customers. Tangerine’s customer service transformation began in 2015 to improve the experience of both customers and customer support agents.

Customer Service 216

Customer Service Chatbots Banking Engagement 216

West Monroe

MARCH 7, 2024

These changes, especially in governance and supply chain security, are big steps forward from the 2018 version. West Monroe’s approach to leveraging the NIST framework West Monroe has consistently applied the NIST framework as a pillar of our approach, integrating governance into our engagements since 2015. The NIST 2.0

Industry 40

Industry Government Leadership Healthcare 40

CSM Magazine

FEBRUARY 17, 2023

Yishay is currently the founder and CEO of Meaning, a cutting-edge voice synthesis startup; prior to that, he served as the AI leader at Avaya and led all conversational AI initiatives at Avaya, which he joined as the founder of IntelligentWire, which was acquired by Avaya in 2018 and turned into Avaya Conversational Intelligence.

Customer Service 52

Customer Service Call Center Culture Communication 52

CSM Magazine

APRIL 3, 2018

Southwest Airlines delivers the best customer experience in the airline industry, according to the 2018 Temkin Experience Ratings. Southwest has earned the highest score for airlines every year since the Ratings began in 2011, with the exception of 2015 when JetBlue came in first.

Airlines 40

Airlines Customer Experience Effort Score Wireless 40

C3Centricity

MAY 25, 2020

A 2015 Capgemini and EMC study called “Big & Fast Data: The rise of Insight-Driven Business” showed that: 56% of the 1,000 senior decision makers surveyed claim that their investment in big data over the next three years will exceed past investment in information management. Get Answers.

Technology 194

Technology Analysis Data Consumers 194

Optimove

OCTOBER 24, 2019

See, here’s the thing: all the above is taken from the four agendas of the 2015-2018 renditions of Optimove Connect – the premier event in Relationship Marketing – and from this year’s upcoming predecessor, PostFunnel Summit (October 28-29. Recap: Optimove Connect 2018. Recap: Optimove Connect 2017.

CRM 40

CRM Connections Groups Strategy 40