Storyminers

JANUARY 12, 2017

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. What CX trends do you see emerging this year? 2016 Answer. 2016 will be the year that technology will (finally) let us put humans first again. We’ve updated it for 2017.

Trends 171

Trends Customer Experience Wireless Entertainment 171

CSM Magazine

FEBRUARY 17, 2022

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. Trend 1: Organisations will prioritise new platforms to support flexible working. Arguably, in 2021 the industry experienced a seismic shift.

Trends 98

Trends Industry Customer Service Chatbots 98

NICE inContact

OCTOBER 28, 2016

Customer experience continues to evolve rapidly, and our team is uniquely positioned to lead this innovation. Below, we outline the top 5 customer experience trends and how we are addressing them as we move into 2017. Below, we outline the top 5 customer experience trends and how we are addressing them as we move into 2017.

Contact Center 164

Contact Center Contact Center Software Social Media Exceptional Customer Service 164

Clarivate

AUGUST 2, 2022

A new study by the Centre for Innovation in Regulatory Science (CIRS) has shown that the approval times of major global regulatory agencies have reduced and converged over the last decade, though there are still differences between them. The following trends we discuss in this post are: NAS approval times have improved but still differ.

Trends 98

Trends Strategy Study Healthcare 98

QuestionPro Audience

OCTOBER 10, 2018

In 2016, $15.42 With industry knowledge, innovative tools, and purchasing power, QuestionPro Audience always meets the rigorous demands of our clients. In one study, 7 out of 8 patients with epilepsy that was resistant to drugs saw an improvement within 4 to 5 months of taking CBD. billion was spent solely in veterinary care, up 2.5%

Healthcare 170

Healthcare Trends Retail Industry 170

QuestionPro Audience

APRIL 26, 2018

compared to 2016. With industry knowledge and innovative tools, QuestionPro Audience always meets the rigorous demands of our clients. While international tourism is growing at its fastest pace in seven years, the U.S. is experiencing its sharpest drop in foreign travelers since 2009. According to the U.S.

Travel 170

Travel Tourism Trends Study 170

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. The post 3 Customer Engagement Trends to Watch in 2017 appeared first on Calabrio. CMOs will spend more on tech than CIOs. What’s driving the move to the cloud?

Trends 153

Trends Customer Engagement Engagement Contact Center 153

InMoment XI

MAY 4, 2022

Employee Benefit Trends Study , which reported that employee loyalty was at a 3-year low. In a 2016 post Talkdesk , a provider of call center solutions, reported the yearly turnover as 30-45%, double or triple that of all U.S. Metlife had similar findings in its 2011 Annual U.S. industries in 2013.).

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

Tricia Morris

DECEMBER 18, 2015

It’s easy when you’re asked about trends to talk about an innovative technology or feature you know is going to create a buzz. The insights collected from the individuals above for 2016 are an interesting mix with a fantastic focus on people. Jeanne Bliss: Chief Customer Officer Author and CXPA Co-founder.

Trends 40

Trends Chief Customer Officer Customer Service eBook 40

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. Virtually all industries saw some form of consolidation in 2016.

Trends 0

Trends Social Media Advertising e-support 0

Clarivate

NOVEMBER 11, 2021

A study by the Centre for Innovation in Regulatory Science (CIRS) has demonstrated that HTA outcomes and timelines vary globally. The following article summarizes key findings from the latest CIRS R&D Briefing, Review of HTA outcomes and timelines in Australia, Canada and Europe 2016-202 0. Heterogeneity in HTA approaches.

Trends 52

Trends Comparison Study Strategy 52

Experience Matters

JANUARY 13, 2016

We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2016 , During Q3, 2015, 800 IT professionals from companies with at least $250 million in annual revenues rated both the products of and their relationships with 62 tech vendors. This product has a report (.pdf)

Report 120

Report Customer Connectedness B2B Groups 120

Storyminers

JANUARY 12, 2017

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. What CX trends do you see emerging this year? 2016 Answer. 2016 will be the year that technology will (finally) let us put humans first again. We’ve updated it for 2017.

Trends 100

Trends Customer Experience Wireless Entertainment 100

Experience Investigators by 360Connext

FEBRUARY 23, 2015

Customers have a new voice in innovation. 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.

Innovation 110

Innovation Consumers Social Media Feedback 110

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. The post 3 Customer Engagement Trends to Watch in 2017 appeared first on Calabrio. CMOs will spend more on tech than CIOs. What’s driving the move to the cloud?

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. The post 3 Customer Engagement Trends to Watch in 2017 appeared first on Calabrio. CMOs will spend more on tech than CIOs. What’s driving the move to the cloud?

Trends 100

Trends Customer Engagement Engagement Contact Center 100

Alida

DECEMBER 1, 2016

The study, released in November 2016, showed that fintech adoption is particularly high in emerging markets like China and India. In the first quarter of 2016 alone, fintech startups saw an influx of $5.2 Focus on your company’s strengths while leaning on the strengths of fintech companies to drive innovation for your customers.

Customer Experience 193

Customer Experience Financial Banking Culture 193

iPerceptions

JUNE 3, 2016

It has been another eventful month for customer experience innovations and advancements. So let's dive right into it and look some of the biggest customer experience stories and trends for May 2016. There is a lot to process from the month of May.

Customer Centricity 48

Customer Centricity Trends Innovation Customers 48

Natalie Petouhof

JANUARY 24, 2016

Tweet DMN and The Hub have combined forces this year to present the Marketing&Tech Innovation Awards, which honor the most innovative strategies, platforms, and people in marketing today. Analytics Innovation. Content Marketing Innovation. Email Marketing Innovation. Mobile innovation. Social innovation.

Innovation 40

Innovation Marketing Social Media Omni-Channel 40

OpinionLab

AUGUST 23, 2016

We recently published a Strategy Guide highlighting comprehensive omnichannel data and trends. Each omnichannel retailer that presented and I spoke to seem to be tackling this test head on but in a slightly different way – with lots of innovation in evidence. Innovation is imperative in a hyper-competitive digital world.

Customer Journeys 60

Customer Journeys Apparel Omni-Channel Retail 60

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

QuestionPro Audience

AUGUST 3, 2018

Humans are creatures of habit, so it makes sense that 31% of consumers are going to dealerships where they previously purchased/leased, an increase from 27% in 2016 and 2017. In 2016, 70% of consumers felt confident with the price they paid, but in the 2018 study, only 62% are satisfied with their price point.

Consumers 199

Consumers Study Report Sales 199

NICE inContact

FEBRUARY 29, 2016

As I talk to many new customers about why they are moving to the cloud, I’m seeing several trends that demonstrate how we’re helping companies achieve their goals. Enabling global innovation. The contact center is truly the front line in this battle. Driving new business models.

Contact Center 120

Contact Center Omni-Channel e-support Social Media 120

OpinionLab

NOVEMBER 1, 2016

3) CX innovation is accelerating. To cut through the hype, several major brands discussed how they assess CX innovation. Amazon’s advice when innovating: don’t be afraid to fail. OpinionLab customer Expedia provided an overview of their future lab where they are doing some cutting edge work to innovate in the digital space.

Innovation 60

Innovation Return on Investment Airlines Study 60

OpinionLab

NOVEMBER 1, 2016

3) CX innovation is accelerating. To cut through the hype, several major brands discussed how they assess CX innovation. Amazon’s advice when innovating: don’t be afraid to fail. OpinionLab customer Expedia provided an overview of their future lab where they are doing some cutting edge work to innovate in the digital space.

Innovation 60

Innovation Return on Investment Airlines Study 60

QuestionPro Audience

JUNE 22, 2018

We took a look at emerging trends in the pet care industry, and dug into why pet technology is on the rise. Rover, which matches pet sitters with pet owners who need help taking care of their beloved pets, is growing rapidly, tripling net revenue in 2016 and 2017, and processing roughly one million bookings per month. DOG VS CAT.

Industry 207

Industry Retail Technology Study 207

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. Understanding into how the consumer engages the products, trends and the customer journey is knowledge that is necessary for an effective campaign.

Advertising 207

Advertising Consumers Marketing Customer Journeys 207

ijgolding

SEPTEMBER 15, 2016

Chatbots – computer programs that mimic conversations with users by using artificial intelligence (AI) – are the latest technology trend to hit the webchat world. There is no doubt that chatbots are here to stay, with tens of thousands of chatbots expected to be released in 2016.

Chatbots 0

Chatbots Examples Innovation Customer Experience 0

QuestionPro Audience

JANUARY 17, 2018

The Consumer Electronics Show (CES) is an annual trade show where the consumer technology world goes to introduce their newest innovations to the marketplace. With industry knowledge, innovative tools, and purchasing power, QuestionPro Audience always meets the rigorous demands of our clients.

Consumers 236

Consumers Innovation Technology Measurement 236

QuestionPro Audience

FEBRUARY 15, 2018

Whereas millennials consume the trending technology and move on to the next, baby boomers are different. CAREGIVING The caregiving market is expected to reach $72 billion by 2020, according to a report from AARP , with a total spend on caregiving from 2016 through 2020 expected to reach $279 billion.

Company 186

Company Travel Comparison Social Media 186

TechSee

APRIL 10, 2018

As businesses increasingly realize that leveraging the power of technology creates a clear competitive advantage, the future of the BPO industry has become dependent on its willingness to adopt new growth and BPO technology trends that will serve as a value multiplier for their offerings. BPO Technology trends: Blessing or Curse?

Call Center 139

Call Center Self Service Technology Competitive Advantage 139

QuestionPro Audience

JUNE 6, 2018

A 2016 report found that the average age for children to get a phone is 10.3. Our Consumer Panel is carefully recruited to target all type of users, but also taking into consideration certain key industry trends, such as online store preference, physical store preference, actual systems, reasons to purchase, etc.

Technology 220

Technology System Industry Consumers 220

Alida

JULY 11, 2017

Forrester’s 2017 Global Customer Experience Trends report found the vast majority of firms in digital and traditional retail, banking and insurance around the world only earned the research firm’s Customer Experience Index (CX Index) score in the “OK” range. Customer experience is middling at best, and that’s troubling for brands.

Customer Experience 183

Customer Experience Effort Score Omni-Channel Retail 183

Avaya

SEPTEMBER 2, 2016

While GITEX is a great opportunity for vendors, including Avaya, to showcase our newest, most exciting, most innovative products and solutions, it is also a pretty tough spotlight. So what are we bringing for 2016? The post Building Innovation on Customer Feedback appeared first on Avaya Connected Blog.

Innovation 40

Innovation Feedback Contact Center Customers 40

Eptica

JANUARY 25, 2017

Date: Wednesday, January 25, 2017 The 5 trends brands need to address for improved customer service. compared to January 2016, marking the fourth straight improvement in results. compared to January 2016, marking the fourth straight improvement in results. Published on: January 25, 2017. the first rise for two years.

Net Promoter Score 48

Net Promoter Score Trends Brands Customer Service 48

Alida

DECEMBER 15, 2016

Government regulations and changing patient expectations are major drivers of this trend in the medical marketplace. Business leaders in health care organizations can’t afford to take the M&A trend lightly. In fact, a 2016 study suggests that as more health systems consolidate, patient experience worsens. Conclusion.

Airlines 138

Airlines Hospitality Employee Engagement Entertainment 138

Blake Morgan

MARCH 13, 2023

The incredible innovation, paired with empathy and strong relationships, has shown the value of Guild Education and made the company worth more than $4 billion. Progressive Insurance ( Tricia Griffith , President and CEO) Since becoming CEO in 2016, Tricia Griffith has more than quadrupled the company’s stock price. The reason?

Customer Centricity 66

Customer Centricity Company Insurance Travel 66