Experience Investigators by 360Connext

MARCH 16, 2016

The post What do Trends from SXSW 2016 Mean for Customer Experience? The old-timers will lament the days of easy navigation and fewer crowds, and I’m certainly one of them. But I also walk away with my wheels turning about what the future holds for […]. appeared first on Customer Experience Consulting.

Trends 110

Trends Customer Experience Consulting Customers 110

Comm100

NOVEMBER 29, 2021

All of these pandemic repercussions will continue to reverberate across customer service teams and drive the major trends in the year to come, and likely far beyond. 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 206

Trends Customer Service Chatbots Omni-Channel 206

Experience Matters

DECEMBER 29, 2016

In case you missed some of Temkin Group’s research, here’s a recap of our 2016 publications. In 2016, we surveyed 20,000 U.S. All of this research led to reports covering best practices, trends, […]. consumers, 800 IT decision makers, 300 HR professionals, and more than 2,500 other professionals.

Groups 145

Groups Report Trends Survey 145

Comm100

JANUARY 14, 2016

As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. In order to stay on top as an industry-leader, it is more important than ever that businesses recognize upcoming consumer service trends, and understand how to update their customer service strategies accordingly.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Perkville

MARCH 11, 2022

We wanted to look to 2016 for some inspiration on top loyalty trends that are still producing results today.

Trends 52

Trends Loyalty 52

QuestionPro Audience

JUNE 21, 2018

According to Mintel’s 2018 Summer Food and Drink Trend Report , vegan barbecue is on the rise. Between July and September 2017, the combined sales of the top six hard seltzer brands accounted for just under $60 million in sales, more than four times the amount sold during the same time frame in 2016. VEGAN OR BUST. SPIKED SELTZER.

Consumers 223

Consumers Trends Industry Report 223

Lumoa

JUNE 23, 2021

Here, we will look at the trends that look set to shape the future of CCaaS in the coming years. Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

Comm100

NOVEMBER 29, 2021

All of these pandemic repercussions will continue to reverberate across customer service teams and drive the major trends in the year to come, and likely far beyond. 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 154

Trends Customer Service Chatbots Omni-Channel 154

Beyond Philosophy

FEBRUARY 14, 2020

Conversational Commerce was conceived in 2016 by the inventor of the hashtag, Chris Messina. The post A Glimpse To The New Trends In Humanizing Technology appeared first on Customer Experience Consulting. Platforms like Facebook, Instagram, and Twitter gave us direct access to brands in a way we hadn’t had before.

Trends 195

Trends Technology Social Media Interaction 195

QuestionPro Audience

MARCH 9, 2018

The percentage of international travel for millennials during March and April has increased by 12% in international bookings since 2016. DESTINATION While domestic locales like Orlando, Chicago and Los Angeles are still popular, booking data from CheapOair shows that millennials are getting more adventurous this year, and traveling overseas.

Travel 240

Travel Trends Insurance Groups 240

Experience Matters

DECEMBER 20, 2016

We published a Temkin Group report, The State of CX Metrics, 2016. This is the sixth year of this study that examines the CX metrics efforts within large companies.

Metrics 185

Metrics Report Groups Study 185

QuestionPro Audience

FEBRUARY 16, 2018

By 2016, spending nearly quadrupled to $62.75 We took a look at four tech trends that are taking the pet world by storm. The American Pet Products Association (APPA) reports Americans spent $17 billion on their pets in 1994. billion, and by 2020, it is predicted to reach $96 billion in sales.

Industry 199

Industry Trends Insurance Exercises 199

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

NICE inContact

MARCH 22, 2016

Last month, IDC released the IDC MarketScape for Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment (doc #US40732515, February 2016 ). In addition to an assessment of the leading contact center vendors, the IDC MarketScape identified some important trends in the larger customer service market.

Contact Center 120

Contact Center Trends Analysis Measurement 120

Experience Matters

JULY 6, 2016

We just published a Temkin Group report, State of Employee Engagement Maturity, 2016. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets for any customer experience effort.

Employee Engagement 159

Employee Engagement Report Engagement Groups 159

Experience Matters

AUGUST 1, 2016

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

Social Media 120

Social Media Data Groups Consumers 120

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

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

Clarivate

AUGUST 2, 2022

Four major trends came to light from CIRS’ most recent analysis of new active substance (NAS) approvals for the European Medicines Agency (EMA), US Food and Drug Administration (FDA), Japanese Pharmaceuticals and Medical Devices Agency (PMDA), Health Canada, Swissmedic and the Australian Therapeutic Goods Administration (TGA).

Trends 98

Trends Strategy Study Healthcare 98

Experience Matters

MARCH 15, 2016

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

Data 120

Data Groups Analysis Consumers 120

Kayako

JANUARY 7, 2016

We looked back with our best posts from the customer support community in 2015, now we’re looking forward with predictions for 2016. We’ve asked support pros from Kayako and beyond what they think the biggest trends in customer support will be in the next 12 months. 2016 is an exciting year for support. They want now!

Self Service 84

Self Service Social Media Trends Customers 84

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

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. However, IT infrastructure, just like everything else, comes and goes. Multimedia Collaboration.

Trends 48

Trends Tips Video System 48

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

Experience Matters

DECEMBER 20, 2016

We published a Temkin Group report, The State of CX Metrics, 2016. This is the sixth year of this study that examines the CX metrics efforts within large companies.

Metrics 120

Metrics Report Groups Study 120

Tricia Morris

JANUARY 4, 2016

Here’s Dutta’s guest post on this 2016 trend to watch: “I sincerely believe that leaders of organizations who are serious about service are going to start focusing on developing talent plans for service and support in 2016. Why Will This Have an Impact in 2016? “A What were their answers?

Trends 40

Trends Customer Service Chief Customer Officer Self Service 40

Experience Matters

SEPTEMBER 14, 2016

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2016, The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous four years.

NPS 120

NPS Net Promoter Score Report B2B 120

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

Experience Matters

FEBRUARY 16, 2016

We just published a Temkin Group report, Employee Engagement Benchmark Study, 2016. This is the fifth year that we’ve published the benchmark of U.S. The research is based on an online survey on Q3 2015. Take a look at our Employee Engagement Resource Page).

Employee Engagement 120

Employee Engagement Study Report Engagement 120

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.

Trends 153

Trends Customer Engagement Engagement Contact Center 153

Provide Support

DECEMBER 7, 2015

Customer experience trends 2016. Customer experience is becoming more and more important for companies over the years. The reason is, it has become the key differentiator.

Trends 40

Trends Customer Experience Customers Marketing 40

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

Clarivate

NOVEMBER 11, 2021

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. This global reduction in the number of NAS appraisals had not been observed previously between 2016 to 2019, and so may be related to the COVID-19 pandemic.

Trends 52

Trends Comparison Study Strategy 52

QuestionPro Audience

OCTOBER 10, 2018

In 2016, $15.42 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. The biggest money maker in the pet industry right now is healthcare, particularly veterinary care. 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. 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. Department of Commerce, in 2017 the number of arrivals to the U.S. from foreign countries was down 9.3%

Travel 170

Travel Tourism Trends Study 170

Experience Matters

FEBRUARY 23, 2016

We just published a Temkin Group report, State of the CX Profession, 2016. This is the fifth year that we’ve examined the roles of CX professionals and the third year that we’ve done a compensation study.

Report 120

Report Groups Study Survey 120

CX Journey

APRIL 21, 2016

Even though 2016 is already a third of the way over, I thought it would be interesting to share some findings about key customer experience challenges that have been identified for this year. CX Network recently published The Global State of Customer Experience 2016. And how many other companies have you interacted with since then?

Omni-Channel 80

Omni-Channel ROI Culture Trends 80