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 It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. 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 consumers to rate how likely consumers are to forgive 318 organizations across 20 industries after they make a mistake. It uses feedback from 10,000 U.S. For more information, including a sortable table with Read More.

Groups 154

Groups Industry Loyalty Consumers 154

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. Consumers are turning away from the traditional bottle packaging for wine. Fall brings football season and tailgating, and smart wine brands realize consumers want alternative options to the traditional beer.

Trends 170

Trends Consumers Report Innovation 170

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

Experience Matters

APRIL 16, 2018

in 2017 to 63.4% in 2018, the largest drop we’ve seen. Temkin Group has been doing large-scale consumer research for several years. As part of our ongoing studies, we track many consumer attitudes. consumers in January. Consumers Experiences Major Decline appeared first on Customer Experience Matters®.

Consumers 149

Consumers Financial Study Groups 149

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

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. Furthermore, consumers are beginning to trust these firms more and more, often to the detriment of traditional banks. Here are some of the trends that will define 2018 for the banking industry.

Banking 170

Banking Trends Financial Self Service 170

QuestionPro Audience

FEBRUARY 15, 2018

2 – 2018 Edelman Trust Barometer. 4 – How Consumers Perceive and Respond to LGBTQ-Themed Ads. As market research and data addicts, we’re always curious to learn how trending topics influence consumers. 9 – The World’s Busiest Air Routes in 2017. The Pudding can tell you, down to the city. By: Edelman.

Infographics 170

Infographics Ecommerce Government Social Media 170

NICE inContact

OCTOBER 15, 2018

Can your contact center keep up with changing consumer demands? The second annual NICE inContact Customer Experience (CX) Transformation Benchmark includes consumers from three countries – United States, United Kingdom and Australia – with year-over-year results for US (2018 vs 2017), and new benchmark data for UK and Australia.

Contact Center 122

Contact Center Consumers Self Service Chatbots 122

Helen Dewdney

AUGUST 13, 2022

Helen Dewdney, consumer champion presents The Complaining Cow Consumer Show on East London Radio. Most things relate to being consumers! All experts in their field, guests talk to a consumer expert! James Jones talks about consumer credit scores. Cristina Luna-Esteban from Ofcom talks about consumer protection.

Consumers 76

Consumers Travel Entertainment Tips 76

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? Where should CMOs concentrate their efforts to get CX right in 2018? CPQ Software Trends for 2018.

Customer Experience 80

Customer Experience CRM Trends Retail 80

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

QuestionPro Audience

FEBRUARY 15, 2018

2017 was predicted to be the year of the smart home, and consumers are slowly integrating the new technology into their homes. We polled over 450 respondents from our consumer panel to gauge their thoughts on the smart home. We polled over 450 respondents from our consumer panel to gauge their thoughts on the smart home.

Consumers 252

Consumers Retail Report Technology 252

OpinionLab

DECEMBER 18, 2018

While Cyber Monday 2018 was a huge success for online retailers, with U.S. over 2017 to $7.9 Online retailers need to realize that just moving to digital is not a panacea — rather, they must give consumers a great experience at the same time. The post Key Learnings from Cyber Monday 2018 appeared first on OpinionLab.

Retail 60

Retail Consumers Online Experience Sales 60

OpinionLab

DECEMBER 18, 2018

While Cyber Monday 2018 was a huge success for online retailers, with U.S. over 2017 to $7.9 Online retailers need to realize that just moving to digital is not a panacea — rather, they must give consumers a great experience at the same time. sales jumping 19.7%

Retail 60

Retail Consumers Online Experience Sales 60

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

Alida

SEPTEMBER 6, 2018

But despite predictions that more than 3,800 stores are expected to close in 2018, the death of retail, much like Mark Twain, may have been reported prematurely. between 2017 and 2022. Meanwhile, IHL Group recorded a net increase of 4,000 new store openings in 2017—a far cry from a collapse.

Retail 243

Retail Company e-support Competitive Advantage 243

ShepHyken

MARCH 9, 2018

This is expected to grow, as over the next 5 years it has been predicted by Gartner that phone interactions will drop from 41% to 12% as consumers keep going digital [i]. 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.

Customer Service 75

Customer Service Knowledge Base Chatbots Social Media 75

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

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. Consumer patience is dwindling; we want better, more accessible products, and everything that we do seems to revolve around convenience. This blog post is not about the top customer service trends to watch out for in 2018. Who is doing this right?

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

QuestionPro Audience

DECEMBER 14, 2017

After starting the year valued at $1,000, Bitcoin is aiming to end 2017 strong—on December 7th, the price per coin hit a record of $17,000, marking an increase of more than 1,700%. Although bitcoin is forecast to grow even more in 2018, the cryptocurrency market makes many economists uneasy, and there are predictions of a bubble ahead.

Government 247

Government Conference Banking Consumers 247

ProProfs Chat

NOVEMBER 17, 2017

As 2017 is coming to an end, here’re 3 customer support trends that promise a better customer support in 2018. Omnichannel- I think that 2018 will be the year that Omnichannel becomes a reality for many customer support centers. Here are three things we should be watching for in 2018. Take a look. . Mike Wittenstein.

Self Service 111

Self Service Trends Chatbots Omni-Channel 111

QuestionPro Audience

JANUARY 10, 2018

In 2017, there were an estimated 227 million smartphone users in the United States. Researchers are able to access consumers via their preferred mode of communication, which works best for busy consumers. According to eMarketer, American adults are expected to spend on average 3 hours and 23 minutes on mobile media in 2018.

Marketing 268

Marketing Survey Groups Study 268

QuestionPro Audience

APRIL 11, 2018

Consumers, get ready to see even more influencer marketing on your social media channels. We examine ways influencer marketing is changing in 2018. A recent study found that consumers find micro-influencers to be more engaging and trustworthy than celebrities or personalities with more than 250,000 followers. MICRO-INFLUENCERS.

Social Media 150

Social Media Advertising Consumers Brands 150

Oracle

FEBRUARY 26, 2018

When it comes to marketing technology, 2017 was a year defined by big data. Now, in 2018, the excitement that surrounded big data has worn off. What will define 2018 are those tools and technologies that look beyond big data and start to develop much more fluid, qualitative, and ultimately human insights into how and why people shop.

Analytics 90

Analytics Data Fashion Retail 90

ReviewTrackers

SEPTEMBER 23, 2021

The 2018 American Customer Satisfaction Index (ASCI) reported that American now spends more than half of their food budget on dining out, which puts the annual sales projection for the restaurant industry at nearly $800 billion. Which consumer habits have changed. A Change in Consumer Habits in Dining and Delivery.

Customer Satisfaction 114

Customer Satisfaction Industry Multi-Channel Consumers 114

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 93

Customer Service Social Media Tips Trends 93

NICE inContact

DECEMBER 3, 2018

In our new 2018 Customer Experience (CX) Transformation Benchmark the insights were clear on the importance of both. Consumers want true omnichannel customer service, and service that’s seamless, convenient and quick. Only 35% of consumers are highly satisfied* with their experience, regardless of channel and country surveyed.

Self Service 121

Self Service Contact Center Software Contact Center Software 121

Oracle

JANUARY 14, 2018

This week, the SmarterCX.com team was at NRF 2018 , the National Retail Federation’s Big Show. We walked the floor, attended sessions, and spoke with experts to bring you the latest in retail for 2018 and beyond. We walked the floor, attended sessions, and spoke with experts to bring you the latest in retail for 2018 and beyond.

Retail 49

Retail Customer Experience Innovation Conference 49

Second to None

FEBRUARY 14, 2018

This piece was originally published by Forbes on February 8, 2018: “You may still be writing “2017” on forms, but no one can deny that 2018 is in full swing. Here are the six customer service trends we expect to see in 2018 and, more importantly, our advice on how to manage them. Start with Facebook and/or Twitter.

Trends 63

Trends Social Media e-support Chatbots 63

Oracle

MARCH 29, 2018

At NRF 2018, we asked retail leaders: “ What are the top retail trends in 2018? I think 2018 has the opportunity to be the return of the retail Jedi. I think 2018 has the opportunity to be the return of the retail Jedi. In 2017, retail was really starting to focus on the voice assistant. All rights reserved.

Retail 56

Retail Trends Fashion Omni-Channel 56

Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

Trends 48

Trends Competitive Advantage Chatbots Social Media 48

Team HGS

FEBRUARY 6, 2018

2018 Trend 1: Digital Channels Finally Overtake Voice. According to Dimension Data’s global contact center benchmarking report, digital interactions accounted for over 42% of all interactions taking place inside the contact center in the beginning of 2017. At that current rate, digital was expected to overtake voice in 2018.

Trends 45

Trends Contact Center Exceptional Customer Service Omni-Channel 45

Calabrio

JULY 25, 2019

That’s why we launched our customer awards program in 2017: to recognize high-achieving companies using Calabrio ONE to drive innovation in the contact center and beyond. 2018 “Integrator” Rackspace connected disparate ticketing systems via Calabrio ONE’s cloud platform, making any needed system adjustments easy to identify and implement.

Contact Center 153

Contact Center Abandon Rate Innovation Government 153

Eptica

JANUARY 31, 2018

Date: Wednesday, January 31, 2018 The Year of Humanity: Putting the customer first in 2018. Published on: January 31, 2018. While technology such as self-service can provide answers to a huge range of routine consumer queries, there are times when consumers want to speak to another human. Cultivate Deep Empathy.

Self Service 55

Self Service Knowledge Base Chatbots Social Media 55

Maru Group

FEBRUARY 19, 2020

Ten years ago, the Smart Energy Consumer Collaborative (SECC) was founded to understand the wants/needs of energy consumers in North America and share those learnings with industry stakeholders. The 2020 Symposium gathered members to reflect on the past decade and look to where consumer needs are heading into the next decade.

Consumers 52

Consumers Customer Journeys Chief Customer Officer Government 52

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. With technologies and consumer demands constantly evolving, what unconditional priorities can companies set for their contact center that won’t be shattered by ever-changing standards?

Contact Center 104

Contact Center Report Customer Journeys Customer Centricity 104