ReviewTrackers

MAY 8, 2017

CX is also a great competitive differentiator, helping companies respond to and exceed customer expectations, improve satisfaction, drive loyalty, reduce churn, and increase revenue. To help your leaders and managers in your organization become CX experts, we compiled a list of customer experience conferences and events to attend this 2017.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

delighted

JUNE 3, 2021

Omnichannel retail will be the new normal. The unprecedented conditions caused by the coronavirus pandemic threw the spotlight on a trend that has been around for over a decade: omnichannel. Omnichannel retail not only implies a brand’s presence in multiple channels (e.g. This finding is not peculiar to 2020.

Omni-Channel 101

Omni-Channel Retail Consumers Trends 101

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. And for even more key learnings, leverage our webinar replay.

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

Comm100

JANUARY 14, 2016

Nevertheless, if your aim is to ultimately increase brand loyalty, customer satisfaction, and sales revenues, then it is crucial for you to first improve the quality and efficiency of your company’s customer service and sales support. Some of the trends discussed in this article may seem obvious, while others may seem a little more obscure.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Talkdesk

DECEMBER 13, 2016

Talkdesk is bringing these heroes together next April for Opentalk 2017 to discuss and reshape trends in customer communication. This year’s show will focus on today’s most pressing customer service topics: the use of bots, omnichannel vs. multichannel support, CSAT improvement and customer loyalty.

Omni-Channel 40

Omni-Channel Communication Course Trends 40

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. And for even more key learnings, leverage our webinar replay.

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

Comm100

MARCH 4, 2021

Micro-personalization can be used to quickly honor the customer as an individual, demonstrate that you understand their unique preferences, and ultimately earn their loyalty.”. In 2017 this was as low as 80.6%, so it’s a fantastic achievement, especially given the difficult circumstances caused by the pandemic.

Data 131

Data Omni-Channel Effort Score Report 131

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. Go beyond digital—think omnichannel. Customers are feeling indifferent.

Customer Experience 183

Customer Experience Effort Score Omni-Channel Retail 183

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 Some hints: big data, omnichannel, personalisation, AI and organizational culture. Bell, Customer Loyalty Keynote Speaker, Trainer, Author. How to overcome those challenges? Talk to your board.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

Bold360

JULY 13, 2017

Multichannel and omnichannel might be this decade’s buzzwords, but that doesn’t mean they aren’t also essential to success for both your business and customers. Makes an effort to put out specific content which caters to the strength of its channel. Gives a Collective Content Experience, between all of these channels.

Omni-Channel 56

Omni-Channel Multi-Channel Advertising Social Media 56

ShepHyken

DECEMBER 12, 2016

Creating Moments of Wow Predictions for 2017 and Beyond by TeleTech. We Asked, Zappos Answered: Tracking Contact Center Metrics, Omni-Channel & Chatbots by Sharpen. Social media ROI, loyalty and the customer experience by Chris Teso. TeleTech) Memorable. Surprising.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

CloudCherry

JULY 25, 2018

The MIT Technology Review: Getting To Iconic report is based on surveys conducted with over 550 business executives at global firms—including retail, IT, logistics, healthcare, IT, and more— in over 30 countries between May and July 2017. They’ve mastered omnichannel support. Optimizing technology. Optimizing technology.

Technology 170

Technology Brands Customer Experience Omni-Channel 170

ShepHyken

SEPTEMBER 4, 2017

(Forbes) I talked with 10 top CMOs from a number of industries to get their insights into the changing role of the CMO, how they build relationships with customers, how they stay on top of changes in today’s omnichannel world, and more. The post 5 Top Customer Service Articles for the Week of September 4, 2017 appeared first on Shep Hyken.

Customer Service 63

Customer Service Net Promoter Score Self Service NPS 63

Magellan Solutions

FEBRUARY 28, 2017

Get to know them – You’ll need to understand millennials in order to enginner your omnichannel and cater to their specific preferences. Highlight different aspects of your omnichannel experience depending on your findings. Talk to an omnichannel call center in the Philippines today to get started.

Call Center 40

Call Center Omni-Channel Social Media Rewards Programs 40

ShepHyken

FEBRUARY 27, 2017

RIS) In today’s omnichannel climate where differentiation is increasingly difficult and customer expectations are heightened, customer service is critical for delivering differentiated shopping experiences. Personalization Becomes an Imperative for Brand Loyalty by Jim Tierney. Customers want it and are expecting it.

Customer Service 48

Customer Service Self Service Retail Loyalty 48

Bold360

MAY 18, 2017

They can and should be seamlessly omni-channel, allowing customers to begin a conversation on mobile, and move to desktop or app without any frustration. It makes sense that Telecoms.com has vouched for the rise of Automatic Speech Recognition as one of its 9 trends to look out for in 2017. How May I Help You?

Omni-Channel 53

Omni-Channel Industry Self Service Telecommunications 53

Pink Guava

NOVEMBER 22, 2018

. “ Majority of organizations (71%) cite Customer experience as a competitive differentiator ” — Dimension data in Global Customer Experience (CX) Benchmarking Report , 2017. “ 84% of organisations working to improve customer experience report an increase in revenue ” — Dimension Data. . “

Omni-Channel 40

Omni-Channel Customer Experience Customer Retention Strategy 40

Beyond Philosophy

DECEMBER 20, 2017

In addition, when considering, and measuring, the pivotal elements of staff performance and productivity, most companies are focused on employee attitudes around satisfaction, company loyalty, alignment with goals and objectives (such as corporate citizenship), and what they consider to be levels of engagement.

Omni-Channel 68

Omni-Channel Employee Engagement Effort Score Consulting 68

NICE inContact

MARCH 27, 2018

A major conversational shift around artificial intelligence (AI) occurred in 2017. AI, Blended with Live Agents, Enables Contextual and Quick Omnichannel Interactions. For the first time, AI was considered leading edge for a wide range of business applications – and no longer “bleeding edge.” Today, AI in the self-service space (e.g.,

Contact Center 137

Contact Center Self Service Study Omni-Channel 137

Lumoa

FEBRUARY 9, 2023

We’re moving towards a personalized omnichannel experience in B2B customer journeys. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience. In the context of customer experience, customer engagement is an essential element in creating strong customer relationships and customer loyalty.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Bold360

NOVEMBER 3, 2016

Digital self-service must be omni-channel, which means a customer can start a chat with you on your website, and continue it seamlessly via Facebook or whatever other channels make them comfortable. It makes the ecommerce experience feel personal and hassle free, helping to encourage customer loyalty.

Self Service 80

Self Service Omni-Channel Customer Service Social Media 80

Comm100

JANUARY 7, 2020

When companies provide the all-too-elusive frictionless, personalized, predictive and proactive experience, they build lasting loyalty and advocacy. Live chat has evolved considerably since this benchmark report first appeared four years ago, growing into a mature customer communication channel. Omnichannel is required.

Data 133

Data Chatbots Wait Times Effort Score 133

TechSee

JUNE 25, 2019

The field is becoming increasingly mainstream with a 2017 Tractica report predicting that biometric hardware and software revenue will grow to $15.1 Using high- level AI-driven data analysis to pinpoint where in their lifecycle customers are churning or to identify target customers for loyalty promotions helps to optimize CLV.

Technology 122

Technology Customer Service Contact Center Gamification 122

ShepHyken

MAY 5, 2017

Forrester predicts that in 2017 “a new wave of technologies that remake industries and customer experience will begin to emerge.” That perfectly describes an omnichannel customer experience platform. Omnichannel enables businesses to manage all types of customer experiences through one place, too.

Self Service 80

Self Service Omni-Channel Social Media Retail 80

Oracle

MARCH 6, 2020

What’s more, Gartner also found that the top three emerging technologies expected to have the biggest impact on CX projects in the next three years include artificial intelligence (53%), virtual customer assistants and chatbots (39%), and omnichannel engagement solutions (37%).

Chatbots 92

Chatbots Customer Experience Omni-Channel Customer Experience Professionals 92

Clicktools

JULY 11, 2017

” (MyCustomer, Winning with GDPR: How to build customer loyalty ). ” Customers who enjoy positive experiences trust the company more, which sparks them to come back again to repurchase and perhaps share their experience via social channels and word of mouth. See the 2017 Temkin Trust Ratings for where your industry fares.

Omni-Channel 40

Omni-Channel Policies Fashion Feedback 40

CSM Magazine

FEBRUARY 28, 2020

These multi-lingual solutions empower organisations to improve their customer experience, increase revenue and deliver better support with seamless, omnichannel self-service. “We

Self Service 59

Self Service Virtual Agent Multi-Channel Chatbots 59

CSM Magazine

FEBRUARY 28, 2020

These multi-lingual solutions empower organisations to improve their customer experience, increase revenue and deliver better support with seamless, omnichannel self-service. “We

Self Service 52

Self Service Virtual Agent Multi-Channel Chatbots 52

Calabrio

JUNE 9, 2016

are on track to overtake phone interactions by the start of 2017. What you can do: Establish an omnichannel strategy. They want to be able to reach your business on the channels where they feel most comfortable. Millennials are overtaking older generations as the dominant purchasing and decision-making group.

Contact Center 100

Contact Center Report Banking eBook 100

BirdEye

NOVEMBER 20, 2023

Ambassador’s major benefits include: Robust affiliate management features Flexible reward structures Scalable for businesses of all sizes Customizable to match brand aesthetics Omnichannel referral tracking 5. It offers features like visual marketing tools and loyalty program integration to enhance the customer experience.

Software 63

Software Marketing Multi-Channel e-support 63

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. Take a look. . Mike Wittenstein. Faster Responses. Colin Taylor. Shaun Belding. Ian Golding.

Self Service 111

Self Service Trends Chatbots Omni-Channel 111

Comm100

DECEMBER 1, 2017

Agents that are happier can better care for customers, inspiring loyalty through quality service. A substantial 65% of businesses prioritize investing in solutions that measure customer satisfaction and loyalty as part of achieving the number three contact center priority: increasing voice of the customer strategy. Email (54%).

Contact Center 104

Contact Center Report Customer Journeys Customer Centricity 104

Kayako

JANUARY 5, 2017

Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. These are the five ways of providing premium customer support software to meet your customer expectations in 2017: 1. Multi-channel support can silo important customer history. Zappos (@zappos) January 3, 2017.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

COPC

MAY 11, 2017

Featured Event: May 22-25, 2017. Other Events: May 25, 2017. June 7-9, 2017. Participants can choose from two different tracks (business and technical) that cover a variety of topics including omnichannel, predictive analytics, virtual reality, data centralization, and workforce optimization. June 14-15, 2017.

Contact Center 40

Contact Center Call Center Omni-Channel Analytics 40

CSM Magazine

APRIL 13, 2022

Stress levels among agents are rising sharply with 96% claiming to feel stressed at least once a week, while 33% of agents are stressed multiple times a week – up from 25% in 2017. additional omnichannel interactions per day? [i] Is it any wonder, given that they are dealing with 14.4

Analytics 59

Analytics Omni-Channel Customer Satisfaction Training 59

Bold360

APRIL 27, 2017

Travel and tourism can be difficult areas for retaining customer loyalty, with websites set up exclusively to pit brands against one another on the best deals for hotels and rock-bottom prices on flights. Inspiring Real Loyalty, No Cards in Sight. engender loyalty! How Can You Build Human Loyalty to Beat the Competition?

Tourism 56

Tourism Travel Customer Service e-support 56

ERDM

FEBRUARY 12, 2018

Article by Ernan Roman Featured on RetailTouchPoints.com According to the IBM 2017 Customer Experience Index (CEI) Study , “Only 19% of brands offer more than a basic level of personalization of the online experience.” So how do marketers step up and deliver? This means trusting that customers know what they want.

Fashion 58

Fashion Omni-Channel Consumers Communication 58