CSM Magazine

DECEMBER 1, 2021

New data from Dixa , a leading customer engagement platform, has today revealed that brands are struggling to meet evolving consumer demands and expectations in the realm of customer service. . The cumulative result is that, after just one poor experience, 92% of consumers say they would stop shopping with that brand if they could.

Consumers 52

Consumers Brands Customer Service Data 52

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? The US picture – could do better Overall 2015 was a poor year for customer service across the US, with close to six out of ten companies (59%) seeing a fall in customer ratings according to the American Customer Satisfaction Index (ACSI).

Customer Service 48

Customer Service Social Media Retail Contact Center 48

C3Centricity

SEPTEMBER 24, 2017

I was giving a talk earlier this month in which I mentioned that technology is an enabler not a disruptor of business today. During the presentation at BPW I talked about the fact that technology is seen as the disruptor in business today, but it isn’t. Source: Marco Pacheco Executive Director JP Morgan.

Technology 120

Technology Transportation Customer Centricity Entertainment 120

Strativity

MARCH 17, 2015

This complimentary virtual conference spotlights proven best practices for building customer loyalty by employing better engagement techniques and increasing retention via improved personalization technologies. The post Strativity’s Lior Arussy Delivers Keynote at 2015 Connected Consumer Conference appeared first on Strativity.

Conference 40

Conference Connections Consumers Customer Journeys 40

Kustomer

FEBRUARY 15, 2022

Today I’m pleased to announce our mission to reimagine customer service for consumers has become even stronger — we are officially part of Meta! The Kustomer journey began back in 2015 when the world was a very different place. Direct-to-consumer (DTC) businesses and digital-first brands are thriving. A World of Change.

Customer Service 111

Customer Service Healthcare Customer Retention Retail 111

Alida

OCTOBER 17, 2017

Consumer expectations are higher than ever, and patients won’t tolerate a subpar experience from health care providers. According to a recent study, 81 percent of consumers aren’t happy with their health care experience. Build your technology stack to better serve patients. Build your technology stack to better serve patients.

Hospitality 247

Hospitality Retail Leadership Culture 247

Chattermill

AUGUST 5, 2018

The Customer Experience Technology Stack | Data Visualisation. Customer Experience Technology Stack. But in a sea of technology, which tools do you choose? Power BI is a business intelligence tool released by Microsoft in 2015. Users can share their dashboards company-wide to consume on the web or mobile devices.

Technology 81

Technology Data Customer Experience Self Service 81

QuestionPro Audience

AUGUST 16, 2018

TECHNOLOGY. Smartphones are making wedding planning easier for many couples, as usage increased from 89% in 2015 to 92% in 2017. QuestionPro Audience provides our clients with access to more than 5 million active consumer respondents, who are pre-screened and qualified candidates for high-quality data collection.

Industry 170

Industry Study Trends Consumers 170

Oracle

MAY 14, 2018

Artificial intelligence (AI) has been the stuff of science fiction for decades, yet technology is finally bringing intelligent computer systems to life. When it comes to how to use these new technologies, it’s important to think beyond just machine learning vs artificial intelligence and understand how they can work together.

Technology 64

Technology Chatbots System Software 64

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. His specialty is exploring the connection between customer service and technology. He also sits on the board of Directors for CSPN. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Tricia Morris

OCTOBER 1, 2015

The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. But are customer service preferences and expectations? Global Similarity Highlights. Consistently satisfying service is increasingly important.

Self Service 40

Self Service Customer Expectations Report Customer Service 40

CloudCherry

DECEMBER 20, 2017

However, the consumer is evolving at the speed of light, and, thanks to technological advancements, the customer journey is changing just as quickly. Consumers used to be significantly more passive, and certainly had a higher level of trust in brands and the promises they were made. How the Customer Journey Has Changed.

Customer Journeys 225

Customer Journeys Touchpoint Social Media Consumers 225

Joe Rawlinson

JANUARY 27, 2016

With a saturation of marketing and advertising, companies rely more on consumer emotions to sell a product. If you took the early Betty Crocker commercials of the 1950s and compared them to advertising in 2015, the differences would be night and day. But these four emotions and strategies are key ways to engage new customers in 2016.

Consumers 60

Consumers Marketing Advertising Hotels 60

Alida

FEBRUARY 22, 2017

To keep up with rising consumer and market expectations, an ever increasing number of companies are now prioritizing becoming customer-led. The race towards customer-centricity is driving some the biggest trends in business technology. billion in 2015 —up 12 percent from the previous year. billion in market value by 2018.

Customer relationships 180

Customer relationships CRM Customer Centricity Loyalty Programs 180

GetFeedback

JULY 11, 2018

Despite all the customer data and technology at our disposal, most companies don’t know their customers as well as they think they do. With the help of customer listening technology and CRM solutions like Salesforce, you can roll out a company-wide CX initiative that helps all departments get a better idea of customers’ preferences.

CRM 207

CRM Social Media Customer Satisfaction Customer Centricity 207

Forrester's Customer Insights

JANUARY 20, 2015

Social data analyts have the data and the skill to answer some of the toughest questions that the business asks: "What do consumers want?" IN TRUTH, 2015 could be the year for listening technologies to become major marketing technologies. " "How can we aquire more customers?" I'm @allsnsmth.

Technology 20

Technology Marketing Analytics Customer Insights 20

C3Centricity

MARCH 15, 2018

Technology is being blamed for disrupting businesses, but most have simply not adapted to this new data-rich world. Consumers are adapting their behaviours to the trading of their personal information. 70% of consumers agree technology has made it easier than ever to take their business elsewhere.

Data 206

Data Retail Analysis Analytics 206

Eptica

AUGUST 26, 2015

Date: Wednesday, August 26, 2015 Why APAC consumers are the most demanding in the world. Published on: August 26, 2015. Author: David Chew Across the globe, companies are under increasing pressure to deliver a superior customer experience if they want to win and retain consumer loyalty.

Consumers 48

Consumers Social Media Self Service Video 48

TechSee

JANUARY 14, 2021

That’s ok, we may be a relatively new startup (founded in 2015) but we are really starting to make a splash, so expect to hear more about us going forward. And, if we can save a few consumer tech devices from being smashed to bits in the process, that’s fantastic…for us, for you, and for your wallet. ever again.

Company 109

Company Wireless Video Technology 109

Win the Customer

AUGUST 9, 2016

It seems consumers are quickly adapting to mobile payment systems in droves, but many companies have neglected to keep pace. Starbucks and Disney, however, are leaders in the mobile payment market, and other retailers can and should take advantage of mobile-payment processors and technology to compete. Not sure where to start?

Consumers 52

Consumers Loyalty Programs Loyalty Retail 52

Natalie Petouhof

SEPTEMBER 15, 2015

Tweet As the connected customer experience continues to evolve, Cagemini today released the 16th annual global automotive study, The 2015 Cars Online “The Selfie Experience” Phones have become “the” selfie device, now this study shows consumers want that same personalized experience as a segment of one.

Study 40

Study Social Media Automotive Consumers 40

Chadwick Martin Bailey

DECEMBER 30, 2015

In the post that started it all, Dr. Jay discusses one of the hottest topics in consumer insights: mining big data. In our introductory blog post to this new tool, CMB’s Erica Carranza discuss the best way to understand how your brand our product makes consumers feel and the role those feelings play in shaping consumers’ choices.

Analytics 52

Analytics Consumers Analysis Consulting 52

Alida

AUGUST 3, 2016

“I’ve spoken at and attended Vision Critical’s Customer Intelligence Summit a few timesand I always find talking to people in similar roles or industries very eye-opening ,” says Sam Trimboli, consumer insights professional at Price Chopper. Julie Murtha (@JulieMurtha) October 22, 2015. Lee Stephen (@LWStephen) October 22, 2015.

Customer Centricity 100

Customer Centricity Innovation Tips Insurance 100

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. New fundraising round supports ongoing growth.

B2B 98

B2B Feedback Technology Customers 98

NICE inContact

JULY 13, 2016

Last October, inContact was named the 2015 Customer Value Leadership Award by Frost & Sullivan. We will discuss the customer experience equation and its importance in becoming a customer value leader, and explore: How to embrace and support consumer expectations for omnichannel interactions.

Customer Experience 121

Customer Experience Contact Center Omni-Channel ROI 121

Experience Investigators by 360Connext

FEBRUARY 16, 2015

Besides the predictable onslaught of product announcements and amazing trade show booths, many discussions around the needs of future customers took place recently at the Consumer Electronics Show , the behemoth of tech conferences, in Las Vegas, Nevada. Tell consumers what THEY can do, not what IT can do. Here are a few ideas.

Marketing 110

Marketing Conference Innovation Transportation 110

SuiteCX

FEBRUARY 13, 2015

©2015 suitecx – Confidential Customer Experience: All the cool kids say they are doing it 2. ©2015 suitecx – Confidential But what is “it”? ©2015 suitecx – Confidential Is it Voice of the Customer? ©2015 suitecx – Confidential Is it Voice of the Customer? ©2015 suitecx – Confidential Is it a clickstream?

Customer Experience 100

Customer Experience Social Media Customer Journeys Multi-Channel 100

Comm100

MARCH 2, 2022

There is no doubt that many consumers look to credit unions for lower fees and higher savings rates, but there’s more to credit unions’ popularity than just the financial gain. Many consumers choose to join a credit union based on this principle, and so expect to receive the very best member engagement that reflects this priority.

Engagement 130

Engagement How To Chatbots Omni-Channel 130

Natalie Petouhof

JULY 14, 2015

Tweet The Consumer Goods Forum has created and agreed on a new set of ‘ Consumer Engagement Principles ’ (the “Principles”). The industry-wide Principles will act as a framework for how companies engage with their consumers, and are designed to promote an environment of trust and pro-active consumer communication.

Guidelines 40

Guidelines Consumers Data Engagement 40

ijgolding

OCTOBER 31, 2014

Whilst there was not a focus on what life was like for the consumer, it is impossible for me not to consider the impact of Customer Experience – whatever the era!! Life in pre war Britain was in many ways much simpler for the consumer than it is today. Today, consumers do not have two channels to purchase products.

Consumers 230

Consumers Retail Transportation Comparison 230

CSM Magazine

MAY 27, 2022

In today’s healthcare landscape, technology plays an essential role in everything from diagnosis and treatment to the management of chronic care. Hospitals and clinics have invested heavily in modernizing their facilities and adopting new technologies, and the results have been impressive. What is the management of chronic care?

Management 52

Management Hospitality Healthcare Software 52

Alida

APRIL 4, 2017

Though brick and mortar sales are down only five percent since 2015, the closure of many anchor tenants has significantly impacted shopping malls. Invest in the right technology. As these examples show, investing in technologies that bridge offline and online experiences can provide a significant competitive advantage.

Retail 191

Retail Innovation Strategy Omni-Channel 191

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016. See the 2015 Temkin Effort Ratings. It’s once again the time of year for me to publish my CX trends.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Comm100

JUNE 15, 2022

Just as live chat was a technological leap over telephone communication and is proving to be the most essential of all channels, chatbots are the latest technological milestone in customer support. Tangerine Telecom began using Comm100 Live Chat in 2015 to bring their broadband customers more convenient and accessible support.

Chatbots 212

Chatbots Industry Customer Service Wait Times 212

Kustomer

DECEMBER 5, 2019

Over the years, I have talked with hundreds of customer service leaders and although they have wanted to deliver exceptional customer experiences, their legacy ticket-centric technology solutions could not effectively enable these leaders to meet the expectations of today’s consumers – forget about exceeding those expectations.

Customer Service 98

Customer Service e-support Omni-Channel Exceptional Customer Service 98

C3Centricity

APRIL 29, 2020

Fast forward a decade or so, and supermarkets are scrambling to catch up as start-ups in many developed countries are giving this new type of freedom to consumers. Of course, for me, planning for the future is simply a matter of taking the consumers’ perspective and what they (will) want. So what is a poor manufacturer to do?

Retail 177

Retail Apparel Transportation Trends 177

TechSee

APRIL 2, 2019

Computer vision is the technology that enables computers to see, recognize and process images in the same way as humans – and then some. That moment opened the world’s eyes to the potential of artificial intelligence, and since then the technology has, of course, come on in leaps and bounds. What is Computer Vision AI?

Contact Center 174

Contact Center Self Service Video Average Handle Time 174