Comm100

JANUARY 14, 2016

If there is one thing that’s certain, it’s that modern consumers are much more tech-savvy than those from past generations. As technology continues to open new avenues for innovation and business transformation, so too will the shopping and buying habits of consumers. billion PC users.) What does this mean for your company?

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence.

Trends 159

Trends Customer Service Chatbots Omni-Channel 159

QuestionPro Audience

AUGUST 9, 2017

As of August 2016, Uber deployed a fleet of autonomous vehicles driving the streets of Pittsburg. Automotive Emerging Technologies Study , only 1 out of every 5 consumers was interested in a fully autonomous vehicle. Only 1 out of every 5 consumers was interested in a fully autonomous vehicle. According to the J.D.

Consumers 306

Consumers Automotive Transportation Video 306

QuestionPro Audience

MARCH 9, 2018

In the 90’s and 00’s, this typically meant a booze package in Florida or Mexico, but millennial consumers are veering away from the standard party vacation. The percentage of international travel for millennials during March and April has increased by 12% in international bookings since 2016.

Travel 240

Travel Trends Insurance Groups 240

Experience Matters

AUGUST 1, 2016

Temkin Group just published a data snapshot, Social Media Benchmark, 2016. This annual research effort shows how consumer use of social media sites on both computers and mobile phones are changing. Here’s a description of the data snapshot: In January 2016, we surveyed 10,000 U.S.

Social Media 120

Social Media Data Groups Consumers 120

CSM Magazine

FEBRUARY 17, 2022

As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate. Megan Neale and Roger Beadle, Co-Founders of Limitless , explore future trends. In light of this, there are three important trends that will be indispensable to customer service.

Trends 98

Trends Industry Customer Service Chatbots 98

Experience Matters

MARCH 15, 2016

We just published a Temkin Group data snapshot, Media Use Benchmark, 2016. This is our annual analysis of how much time consumers spend using different media channels (see last year’s data snapshot). Here’s the data snapshot description: In January 2016, we surveyed 10,000 U.S.

Data 120

Data Groups Analysis Consumers 120

COPC

AUGUST 18, 2016

Summary of Consumer Research Now Available. New Questions, New Trends in the Customer Experience. The Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series brings a host of new content in 2016. What’s New In This Year’s Consumer Report.

Consumers 40

Consumers Social Media Survey Customer Journeys 40

QuestionPro Audience

APRIL 26, 2018

We know businesses and consumers alike rely on the revenue these summer jaunts bring, so we took a closer look into Americans’ spending habits during vacation season. compared to 2016. Planning a summer getaway this year? Then you’re part of the 56% of Americans who plan to take a vacation during the upcoming summer months.

Travel 170

Travel Tourism Trends Study 170

Kayako

JANUARY 24, 2018

Armed with that empathy and over ten years in the business, there’s been one consistent signal that stands out from the noise in this year’s customer service trends: customers want effortless experiences. According to Google trends, search intent for “customer-centric” has been on the rise for the past two years.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

TechSee

FEBRUARY 1, 2021

billion in 2016 to $17.67 Emerging trends in telecom sector. Let’s take a look at some of the telecom industry trends that are being driven by the expansion into AI: Network optimization, preventive maintenance, Virtual Assistants, and robotic process automation (RPA). billion in 2021, at a CAGR of 43.6%. from 2020-2025.

Trends 107

Trends Industry Telecommunications Chatbots 107

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. Here are three key trends to watch: 1. Achieving those business objectives means meeting the demands of the modern consumer: omnichannel interactions and personalized, intuitive service—right now.

Trends 153

Trends Customer Engagement Engagement Contact Center 153

NICE inContact

OCTOBER 28, 2016

Below, we outline the top 5 customer experience trends and how we are addressing them as we move into 2017. In our 2016 Consumer Research Report , we found that customer support representatives (CSRs) are still using phone-based support 86% of the time. Voice is Still Critical to Customer Service.

Contact Center 164

Contact Center Contact Center Software Social Media Exceptional Customer Service 164

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? What were the big trends and how will they evolve moving forward? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback.

Trends 48

Trends Customer Service Contact Center Analysis 48

transcosmos Information Systems

MAY 30, 2016

With cloud computing and system automation fast becoming a trend in most businesses, the need for IT infrastructure is stronger than ever. To keep your company afloat and thriving, you need to follow such trends in IT this 2016. Consumers prefer being proactive than by calling the helpdesk to fix IT issues.

Trends 48

Trends Tips Video System 48

Fox Metrics

JUNE 25, 2020

New technologies, strategies, and trends are being introduced now and again to allow companies to meet the evolving interests and behavior of consumers. 76% of respondents of the Adobe 2016 Digital Trends Report think that marketing has changed more in the last two years, than the previous fifty. Voice Search.

Trends 111

Trends Marketing Social Media Advertising 111

NetBase

SEPTEMBER 8, 2020

And this realization has emerging trends around remote work on the rise, and has brands rethinking how to use abandoned office space – assuming they’ll use it at all! Remote Work Trend Has Taken Over. It was already a growing trend, having risen 173% since 2005. Work from home initiatives could save U.S.

Trends 67

Trends Brands Social Media Retail 67

BlueOcean

JULY 5, 2016

With social networks evolving at a breakneck pace, that leads us to the question at the root of this post: what is the state of social customer care in 2016 and beyond? The social nature of social media also means that consumers are very likely to share their experiences with other users. The Facts About Social Customer Care.

Customer Care 120

Customer Care Social Media Contact Center Entertainment 120

Alida

DECEMBER 22, 2016

For business leaders, the new year is often a time to reflect on the biggest business trends shaping the corporate world. There isn’t a shortage of predictions on what the next year will bring, and spotting the business trends that truly matter can be difficult. Consumers have less faith in brands than ever before.

Trends 0

Trends Social Media Advertising e-support 0

CSM Magazine

APRIL 20, 2021

After the COVID-19 pandemic, consumer habits have transformed significantly. Social distancing and stay-at-home regulations have forced whole consumer segments to shop differently. A few months into COVID-19, consumer shopping online has increased across different sectors. What Are Consumer Insights?

Consumers 52

Consumers Advertising Trends Entertainment 52

Experience Matters

MARCH 16, 2017

We labelled 2016 as The Year of Emotion and operationalizing emotion is one of our 2017 CX trends. As part of our push to drive more detailed discussions about emotion, we examined the emotions that consumers feel after specific interactions. It turns out that […].

Interaction 240

Interaction Loyalty Trends Groups 240

BirdEye

FEBRUARY 15, 2024

In today’s world, where every online chatter can become a shout across the digital universe, understanding the current trend of online reviews is crucial for businesses aiming high. With an overwhelming 68% of consumers letting reviews guide their choices, enterprises must know the pulse of the market to craft a stellar reputation.

Automotive 110

Automotive Healthcare Hospitality Retail 110

transcosmos Information Systems

MARCH 11, 2016

In recent years, tech support has changed a lot to catch up with the ever-increasing and diversifying technology trends, not just for business clients, but also for consumers. In 2016, these trends will continue to make life fascinating (and potentially troublesome) for tech support groups. Multi-Vendor Calls.

Trends 48

Trends Multi-Channel Social Media Video 48

CSM Magazine

DECEMBER 14, 2015

Temkin Group, a leading customer experience firm, has published its annual list of customer experience trends. As a part of these publications, Temkin is calling 2016 “The Year of Emotion.” ” Here are the 10 customer experience trends to watch in 2016: 1. Effort Metric Expanding. About the Author.

Trends 40

Trends Customer Journeys Customer Experience Contact Center 40

Tricia Morris

JANUARY 25, 2016

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , consumers now say they are using self-service FAQ pages on a company’s website for customer service more often than speaking with a live agent via phone. Trends to Watch in 2016.

Self Service 40

Self Service Trends Customer Service Chief Customer Officer 40

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. Here are three key trends to watch: 1. Achieving those business objectives means meeting the demands of the modern consumer: omnichannel interactions and personalized, intuitive service—right now.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. Here are three key trends to watch: 1. Achieving those business objectives means meeting the demands of the modern consumer: omnichannel interactions and personalized, intuitive service—right now.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

iPerceptions

JULY 6, 2016

As we enter into July and the second half of 2016, marketers and brand leaders should take a moment to process some of the biggest customer experience stories and developments from last month. After all, there are some major trends emerging that will have a serious impact on consumer decisions through the rest of the year.

Customer Centricity 59

Customer Centricity Trends Customers Consumers 59

Experience Matters

MARCH 30, 2016

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2016.

Report 120

Report Groups Analysis Consumers 120

Conversocial

MAY 4, 2021

Bots have come a long way since their inception, but consumer trust still lags behind. In our State of CX Trends 2021 55% of consumers didn’t think bots could provide better CX and 54% have had a bad experience when interacting with a bot. The result; consumer perception still being bots aren’t all that useful.

Brands 111

Brands Trends Consumers Interaction 111

transcosmos Information Systems

DECEMBER 1, 2015

Shopping around for your IT support company is time-consuming but should not be a tough task. Here are 4 of the top trends that will shape the way we do business in 2016, which we need to look out for. Customers will expect more in 2016 and companies need to go back towards the basics.

Trends 48

Trends Social Media Consumers Technology 48

TechSee

JUNE 5, 2018

With co-browsing gaining traction in customer service organizations, here are the 5 hottest trends currently developing in the co-browsing domain. trillion hours in 2016 — a year-over-year app engagement increase of over 50 percent. The post The future of Co-browsing: 5 Trends to Watch appeared first on Techsee.

Trends 116

Trends Self Service Chatbots Technology 116

Fox Metrics

JUNE 25, 2020

New technologies, strategies, and trends are being introduced now and again to allow companies to meet the evolving interests and behavior of consumers. 76% of respondents of the Adobe 2016 Digital Trends Report think that marketing has changed more in the last two years, than the previous fifty. Voice Search.

Trends 64

Trends Marketing Social Media Analytics 64

Experience Investigators by 360Connext

FEBRUARY 23, 2015

I had an opportunity to interview James Bell, Head of Consumer Affairs for General Motors , about how they gather feedback and use it to create new innovations. To that end, all GM cars will have in-car wifi by the end of 2016. Customers have a new voice in innovation.

Innovation 110

Innovation Consumers Social Media Feedback 110

Tricia Morris

JUNE 8, 2016

Below is a sneak peek of just a few of the survey responses from United States consumers polled as part of Microsoft’s 2016 State of Global Customer Service Report, which also includes responses from 4,000 additional consumers across Brazil, Germany, Japan and the United Kingdom. The post INFOGRAPHIC: 2016 U.S.

Infographics 40

Infographics Customer Service Report Trends 40

QuestionPro Audience

APRIL 6, 2018

ad agencies are not at risk of becoming obsolete, reportedly bringing in over $48 billion in 2016 and employing over 200,000 people, but the growth in this industry is slowing. UNDERSTAND THE CONSUMER. By conducting market research, you can test your concepts on consumers to find out which would be most effective. TEST CAMPAIGN.

Advertising 207

Advertising Consumers Marketing Customer Journeys 207

Tricia Morris

JULY 18, 2016

This year, Microsoft customer service preferences and expectations survey polled 5,000 consumers across Brazil, Germany, Japan, the United Kingdom and the United States and found some interesting commonalities, as well as distinct differences, between location.

Infographics 40

Infographics Customer Service Trends Report 40