Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? 2018 will be the year of CX and AI.? How to overcome those challenges?

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

Experience Matters

APRIL 24, 2018

This product is the dataset, in excel, for the 2018 Temkin Forgiveness Ratings (TFR).It It includes the TFR for 318 companies and 20 industries, the changes in TFR between 2017 and 2018, and the difference in TFR across age groups for each industry. It uses feedback from 10,000 U.S.

Groups 154

Groups Industry Loyalty Consumers 154

Kerry Bodine

MARCH 18, 2018

As head of the jury for the Service Design Awards, I’m proud to stand behind the outstanding and inspirational 2017 winners, and I look forward to welcoming our 2018 submissions. 2017 winners and finalists. What is the Service Design Award? The Service Design Award is the premier international award for service design.

Conference 120

Conference Customer Experience How To Customers 120

QuestionPro Audience

SEPTEMBER 14, 2018

Consumers are looking for warm comfort food and substantial drinks, and we are talking the top trends for fall 2018. billion in 2017). With it comes sweater weather, pumpkin spice lattes, and hearty crock pot meals. Consumers are turning away from the traditional bottle packaging for wine.

Trends 170

Trends Consumers Report Innovation 170

Wired and Dangerous

DECEMBER 23, 2017

As 2017 draws to a close it is a time to reflect on all of the good that came from the past year and to express our sincere gratitude to all of those who helped make the year the very best it could be. Resolve to break your negative habits in 2018 and approach every day with an attitude of gratitude. Chip and John.

Fashion 70

Fashion Communication Customers Innovation 70

NICE inContact

DECEMBER 19, 2017

I have put together a list of the “must reads” for 2017 leading into the new year that could help with your 2018 planning. Drive Revenue with Great Customer Experience, 2017 – Forrester Research. Digital Customer Experience Trends, 2017 – Forrester Research. The post Planning for 2018? Happy reading!

Report 121

Report Contact Center Omni-Channel Call Center 121

eglobalis

FEBRUARY 26, 2018

Top 30 Customer Experience New Books, I Read in 2017 and 2018 Expected Books. The post 30 Top Customer Experience New Books I read in 2017 & Expected Books for 2018, Which I Highly Recommend! appeared first on Eglobalis.

Customer Experience 98

Customer Experience Customers Innovation Culture 98

Customer Bliss

DECEMBER 28, 2017

The year is almost over, and I’m sure many of you are setting goals for 2018 if you haven’t done so already. What will CX Look Like in 2017? Look out for my 2018 predictions soon! It's one of the most direct ways for a company to see first-hand what their customers go through to interact with them.

Self Service 141

Self Service Customer Experience Chatbots Chief Customer Officer 141

IntouchInsight

JANUARY 11, 2018

Thank you for all of the views, clicks, shares and likes in 2017! We have lots of exciting new content in store for you in 2018 - but before we get to that, we wanted to take a moment to reflect on some highlights from 2017.

Customer Experience Management 120

Customer Experience Management Management Customer Experience Customers 120

Experience Matters

FEBRUARY 12, 2018

We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2018. During Q3 of 2017, we surveyed 800 IT decision-makers from companies with at least $250 million in annual revenues, asking them to rate both the products of and their relationships with 58 different tech vendors.

Report 120

Report Groups Survey Data 120

Kerry Bodine

NOVEMBER 26, 2017

This discount expires at midnight tonight Pacific time, and won’t be repeated prior to any of our 2018 workshops. Take advantage of this ridiculous deal (and your 2017 budget) by using the code “CyberMonday” when you check out on Eventbrite. Want to save even more?!

Customer Journeys 120

Customer Journeys Sales Customers 120

NICE inContact

JANUARY 24, 2018

How will companies that have embraced the cloud for the contact center and sales applications across their businesses continue to benefit in 2018 and beyond? If one was to choose a subject that emerged as a unifying theme across the contact center market in 2017, it was artificial intelligence (AI). So, what comes next?

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

CloudCherry

JANUARY 4, 2018

The retail banking industry has been dealing with massive upheaval for a while now, and things will continue in the same vein come 2018. Here are some of the trends that will define 2018 for the banking industry. Regardless, voice tech will certainly change the way people do their banking in 2018. Open Banking.

Banking 170

Banking Trends Financial Self Service 170

Storyminers

JANUARY 24, 2017

This article appeared first January 10, 2017 at SharpenCX.com. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device. How do you expect customer expectations to change in 2017? Here’s what we learned.

Contact Center 133

Contact Center Omni-Channel Brands Hospitality 133

QuestionPro Audience

FEBRUARY 15, 2018

2 – 2018 Edelman Trust Barometer. 9 – The World’s Busiest Air Routes in 2017. The Pudding can tell you, down to the city. They mapped last month’s #1 songs—with audio—in 3,000 cities around the world to see which songs dominated. Who knew Mauritania loved Despacito? By: Edelman. By: OAG Punctuality League.

Infographics 170

Infographics Ecommerce Government Social Media 170

Oracle

JANUARY 31, 2018

Following a record holiday season, 2018 is off to a fast start in the world of customer experience. So how do CX professionals know what to expect as far as consumer behaviors, trends, and otherwise in 2018? On our 2018 Predictions page, you’ll find articles like: Top 5 CMO Priorities in 2018 (Hint: It’s All About Data).

Customer Experience 80

Customer Experience CRM Trends Retail 80

Beyond Philosophy

DECEMBER 25, 2017

So, celebrate your successes for 2017 but prepare for new challenges in 2018. As the hustle and bustle of 2017 come to a close, here is a list of our top ten Customer Experience concepts to get your new year off to an emotionally engaging start. The post Not To Be Missed: The Best Of 2017 appeared first on.

Net Promoter Score 119

Net Promoter Score NPS Advertising e-support 119

Ann Michaels and Associates

DECEMBER 27, 2018

. • Nearly 95% of shoppers read online reviews before making a purchase (Spiegel Research Center, 2017). • 93% of local consumers use reviews to determine if a local business is good or bad (BrightLocal, 2017). • 92% of B2B buyers are more likely to purchase after reading a trusted review (G2 Crowd and Heinz Marketing, 2017).

B2B 73

B2B Hotels Consumers Brands 73

Beyond Philosophy

JANUARY 8, 2018

My concerns only grow as we roll into 2018. Yes, there are a few Blockbuster stores still operating as of April 2017, although mostly in Alaska, and one has a funny Twitter Account! ). The post Troublesome Trends & Predictions for 2018 appeared first on. I can sum it up with two examples. BigIdeas2018.

Trends 125

Trends eBook System Conference 125

QuestionPro Audience

JANUARY 5, 2018

Smaller companies and those without a big national brand may find recruiting the Class of 2018 a little easier this year. That may not seem like much of an edge since it is an increase over 2017, but it’s the lowest increase in NACE’s fall survey in 7 years.

Survey 0

Survey Brands Company 0

OpinionLab

DECEMBER 18, 2018

While Cyber Monday 2018 was a huge success for online retailers, with U.S. over 2017 to $7.9 The post Key Learnings from Cyber Monday 2018 appeared first on OpinionLab. sales jumping 19.7% This article was originally posted on the Verint blog.

Retail 60

Retail Consumers Online Experience Sales 60

Quadient

DECEMBER 12, 2017

As we get ready to close 2017 and concentrate on 2018, it makes sense to pause and reflect on the year. There are some lessons to be learned. There are some lessons that we haven’t learned yet. There are also some opportunities to celebrate a bit.

40

40

ShepHyken

MARCH 9, 2018

Businesses that already have a strong digital customer service strategy in place are steps ahead of the competition, however here’s how you can catch up in 2018. This type of technology is still very juvenile and even the top tech giants such as Facebook were receiving high failure rates during 2017. Provide a Quicker Answer.

Customer Service 75

Customer Service Knowledge Base Chatbots Social Media 75

eGain Blogs

OCTOBER 4, 2017

Here are a couple of key findings from Forrester about 2017 versus 2016: Losses were broader and deeper than gains. If you are free on Dec 5, 2017, join us in Chicago at our Digital+AI Day. The post Mixed feelings on 2017 CX Day! Twice as many brands sank as rose. The number of brands in the excellent category fell to zero.

Omni-Channel 66

Omni-Channel Consulting Report Brands 66

OpinionLab

DECEMBER 18, 2018

While Cyber Monday 2018 was a huge success for online retailers, with U.S. over 2017 to $7.9 sales jumping 19.7% billion according to Adobe , results could have been even higher if online retailers addressed key issues that are creating poor customer experiences.

Retail 60

Retail Consumers Online Experience Sales 60

eGain Blogs

OCTOBER 4, 2017

Here are a couple of key findings from Forrester about 2017 versus 2016: Losses were broader and deeper than gains. If you are free on Dec 5, 2017, join us in Chicago at our Digital+AI Day. The post Mixed feelings on 2017 CX Day! Twice as many brands sank as rose. The number of brands in the excellent category fell to zero.

Omni-Channel 61

Omni-Channel Consulting Report Brands 61

CSM Magazine

DECEMBER 5, 2017

Here are some of the top customer service predictions for 2018, brought to you by Fara Haron is CEO of CRM Solutions, Arvato. Technology related to voice recognition will be most impactful in 2018. In relation to customer service, technologies like AR and VR will not be as impactful in 2018. Key Learnings from 2017.

Self Service 80

Self Service Customer Service Gamification CRM 80

Happy or Not

JANUARY 10, 2018

The 2017 trends in retail saw many changes and movements, such as the importance of the in-store experience, developing the omnichannel, the use of data, and merge of retail and technology. The post Data Driven CX Improvements: A Retailer’s Must Have For A Successful 2018 appeared first on HappyOrNot.

Data 84

Data Retail Omni-Channel Trends 84

QuestionPro Audience

JUNE 21, 2018

7 billion hot dogs were consumed between Memorial Day and Labor Day in 2017, but this year, the traditional brats and burgers may be missing from summer parties. According to Mintel’s 2018 Summer Food and Drink Trend Report , vegan barbecue is on the rise. VEGAN OR BUST. The report found that 33% of U.S. over the past year. .

Consumers 223

Consumers Trends Industry Report 223

QuestionPro Audience

DECEMBER 21, 2017

With the excitement of the holidays over, and the dread of the cold winter months ahead setting in, another popular resolution is to travel more, but to do so in 2018 will be expensive. The “2018 Global Travel Forecast” states that travel prices are expected to rise sharply in the coming year.

Consumers 220

Consumers Hotels Travel Transportation 220

QuestionPro Audience

OCTOBER 24, 2018

in 2018, to the tune of $691.9 The average consumer plans to spend 5% more than they did in 2017, an average of $1,250 each, on travel, gifts and entertainment this holiday season. in November and December 2017, whereas U.S. According to Pew Research, 46% of Americans used a digital voice assistant in 2017.

Retail 170

Retail Consumers Entertainment Ecommerce 170

Lithium

JANUARY 29, 2019

2018 brought with it new data privacy concerns with GDPR in Europe, which led to quite a few insightful discussions. Shout out to our 2018 Top 10! , , , , , , , , and. 2018 was a banner year for Lithium +Spredfast, and we can't wait to see where 2019 brings us in having a lasting impact on how brands view the customer journey.

Course 53

Course Customer Journeys Meeting Brands 53

QuestionPro Audience

JUNE 22, 2018

pet industry has been growing year after year, with overall sales of pet products and services rising 5% in 2017. It is expected to generate $233 million in 2018, marking an 18% increase from 2017, according to a study by the Consumer Technology Association. Our vet panel is one of a handful in the continental U.S.

Industry 207

Industry Retail Technology Study 207

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. This blog post is not about the top customer service trends to watch out for in 2018. The following best practices set contemporary leaders in innovation apart from the pack and represent what exceptional customer service looks like in 2018.

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

OpinionLab

MARCH 6, 2018

. “The former presidents came together to launch this One America Appeal because they were inspired to see so many Americans putting their own lives on hold — and even risking their own safety — to help their fellowman recover from the ravages of the 2017 hurricane season,” said Jim McGrath, spokesman for One America Appeal.

Hospitality 60

Hospitality Management 60

Magellan Solutions

MARCH 1, 2018

Despite slightly slowing in 2017, the Philippines maintains its position as the fastest growing country among the emerging economies in the Southeast Asian region. percent target for 2017. Here are some business process outsourcing predictions for 2018: PH BPO nears ‘plateau’ as industry matures. percent, which is only 0.2

Industry 63

Industry Call Center Competitive Advantage Customer Service Representative 63

ShepHyken

JANUARY 29, 2018

Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. LiveChat) The report contains key customer service findings from 2017 and trends for 2018. My Comment: My friends at LiveChat have put out a 2018 customer service report. Plenty of interesting information here.

Customer Service 92

Customer Service Social Media Tips Trends 92