NetBase

DECEMBER 31, 2018

Like all years, 2018 offered a number of lessons in how to break new ground using social media. Their “Always On” approach to social analytics has helped them create highly engaging content for their clients, and grow their HQ team by 10x over ! Customer Success. Insights Should Inform. Live Trend Tracking.

Social Media 45

Social Media Video Analytics Sports 45

LiveChat

FEBRUARY 13, 2018

Bot creation is considered to take a center stage by the year 2021 and these changes will start picking up in 2018 henceforth. In today’s world, many people are talking to each other via text messages such as customer care, Facebook messenger and generally on social media. Crypto-tokens and blockchains for messengers.

Chatbots 50

Chatbots Trends Technology Social Media 50

GetFeedback

MAY 2, 2019

We heard by now that the battleground for business growth lies in your ability to provide a better customer experience than any of your competitors. According to the CX Network’s Global CX report , more than 60% of the organizations surveyed planned to have established or advanced CX practices by the end of 2018. Image via Kapiche.

Strategy 261

Strategy Net Promoter Score ROI Effort Score 261

Pointillist

NOVEMBER 29, 2018

Customer journey analytics can solve this mystery by calculating and analyzing NPS within the context of millions of unique customer journeys to reveal the customer behaviors that most impact your Net Promoter Score. The Customer Care Call has the highest NPS of all the customer channels, 42.4

NPS 45

NPS Net Promoter Score Analytics How To 45

Clarabridge

MAY 11, 2018

Recapping Day 3 of C3 2018 . We did it – just like that, Clarabridge’s 10th Annual Customer Connections Conference (C3) has officially come to a close. After donning 80s garb and rocking out to The Legwarmers on Tuesday night, everyone came together one last time to discuss the exciting future of customer experience.

Self Service 40

Self Service Social Media Healthcare Conference 40

C3Centricity

MAY 25, 2020

Although companies realize they desperately need to dig into data analytics to maintain their business position, 45% surveyed think their current internal IT development cycles are not sufficient for new analytics and don’t fulfill their business requirements. Fast, Personal Service Is Directly Linked to Customer Loyalty.

Technology 194

Technology Analysis Data Consumers 194

Answer Dash

MAY 7, 2018

That means nearly three-quarters of companies do not exploit the customer service function as a direct access route to customers to gauge satisfaction and improve the overall customer experience for competitive advantage,” ( Gartner ). trillion and $5.8 trillion in value annually across nine business functions in 19 industries.

Trends 54

Trends Customer Experience B2C B2B 54

Storyminers

JULY 7, 2020

How can companies create amazing customer experiences in 2017? The answer to this question is the same as it was in 2016 and will be the same as in 2018. #1 1 Deepen your customer profile. Customers expect an ever more frictionless experience and more proactive service. 2 Serve before you sell. 3 Waiting is dying.

Contact Center 147

Contact Center Customer Expectations Management Wireless 147

Grade.us

NOVEMBER 2, 2018

2018's Best Social Media Marketing Blogs. 2018's Best Social Media Marketing Articles. Good Riddance to Social Media Mass Production - 2018 is bringing a lot of changes to social media marketing. 2018's Best Paid Tools for Social Media Marketing. They've got some pretty cool customer care solutions, too.

Social Media 32

Social Media Resources Tools Marketing 32

ShepHyken

FEBRUARY 18, 2019

Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. According to the author of this article, three big technologies will impact CX; conversational bots, the Internet of Things (IoT) and analytics through machine learning (AI). 3 Customer Loyalty Trends for 2019 by SmarterCX Team.

Customer Service 63

Customer Service Retail Ecommerce Trends 63

C3Centricity

AUGUST 17, 2020

According to a Forrester report, 44% of B2C marketers are using big data and analytics to improve responsiveness to customer interactions. It saddens me that despite the constant flow of data into companies they still lack insights into their customers. Customer services are seen as complaint handlers.

Strategy 158

Strategy Customer Centricity Social Media Analysis 158

Kitewheel

AUGUST 12, 2021

After a decade of work, Kitewheel has built an award-winning customer journey orchestration hub. Over the years we’ve enhanced our journey analytics, artificial intelligence (AI) and machine learning capabilities, and much more. . These capabilities are now expanding to every part of the customer lifecycle. . By Mark Smith.

Customer Journeys 52

Customer Journeys Employee Experience Innovation Engagement 52

Team HGS

MARCH 6, 2019

Earlier this year , HGS presented our trends forecast , comprising customer experience (CX) disrupter predictions, supported by practical strategies clients can use to succeed in the changing marketplace. Institute of Human Resources Development’s (IHRD) “Great HR Practices Award” at the Bangalore HR Summit 2018.

Trends 40

Trends Meeting Self Service Multi-Channel 40

NetBase

AUGUST 1, 2019

The EMEA economy has experienced an economic leveling in recent years, with industrial production in EMEA on a downward trend since 2018. But businesses will face unnecessary additional challenges without strategic analytics powering their recovery attempts. And how these marketers view analytics is telling. Customer care.

Social Media 53

Social Media Report Survey Marketing 53

Oracle

FEBRUARY 6, 2018

And when that relationship is protected, customers stay engaged. This lets us know what the customer cares about. Having that data, we can then apply analysis and predictive analytics. ’ Copyright © 2018 Oracle. Michael Krigsman, Industry Analyst, CXOTalk. CX today is being driven by data.

Data 81

Data Analysis Analytics Customer Care 81

Magellan Solutions

MAY 3, 2022

To resolve this concern, many businesses opt to call center outsourcing — the process of subcontracting customer care services , sales/telemarketing functions , and market research to a service vendor. The patterns and needs of customers dictate the direction of the market. Financial Institutions. Enel Energia. Dominion Energy.

Call Center 81

Call Center Company Telecommunications Banking 81

NetBase

DECEMBER 3, 2019

Customer experience (CX) stories are everything – and social analytics gives brands access to all of it. Why are very obvious customer needs and wants left unmet in many categories? The 2019 Consumer Experience Analytics Report: EMEA has answers! CX analytics stories are apparently the best kept secret online.

Report 52

Report Analytics Entertainment Survey 52

Lithium

JUNE 17, 2019

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. 1) Gartner, Inc.

ROI 40

ROI Social Media Advertising Customer Care 40

Lithium

JUNE 17, 2019

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. 1) Gartner, Inc.

ROI 40

ROI Social Media Advertising Customer Care 40

Lithium

JUNE 17, 2019

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. 1) Gartner, Inc.

ROI 40

ROI Social Media Advertising Customer Care 40

ShepHyken

DECEMBER 20, 2019

Salesforce conducted a survey in 2018. 80% of customers think the experience that a company provides is just as important as its products and services. • 57% of customers have taken their business to a competitor due to unsatisfactory customer service. • 67% would pay more for a better customer experience.

Customer Experience 83

Customer Experience Roadmap Financial Contact Center 83

Lithium

NOVEMBER 16, 2018

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. 1) Gartner, Inc.

ROI 40

ROI Social Media Advertising Customer Care 40

Lithium

NOVEMBER 16, 2018

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. 1) Gartner, Inc.

ROI 40

ROI Social Media Advertising Customer Care 40

Lithium

NOVEMBER 16, 2018

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. 1) Gartner, Inc.

ROI 40

ROI Social Media Advertising Customer Care 40

Lithium

NOVEMBER 16, 2018

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. 1) Gartner, Inc.

ROI 40

ROI Social Media Advertising Customer Care 40

Interactions

FEBRUARY 20, 2019

Sure, the idea of talking to a bot online seems like it would be a quick and efficient way to solve your customer care inquiry, but is that really the case? Sources: ¹Base: 4,513 US online adults Source: Forrester Analytics Consumer Technographics® North American Retail And Travel Customer Life Cycle Survey, Q1 2017 (US).

Chatbots 54

Chatbots Consumers Infographics Analytics 54

NetBase

NOVEMBER 21, 2018

The NetBase 2018 Social Intelligence Report: Hotels has all the insights! It’s just one reason staying on top of things via real-time social analytics is so imperative. We’ve seen in other research that not all brands use social analytics as well as they could. Analyzing Traveler Chatter for Customer Care.

Hospitality 43

Hospitality Industry Hotels Social Media 43

Lithium

JUNE 11, 2019

Last week, Lithium CEO Pete Hess announced the decision to sunset the Klout service, effective May 25, 2018. As we are doubling down on our strategic focus on being the leading provider of digital customer care solutions for brands, the consumer Klout website and the data API no longer make sense as standalone services.

Analytics 40

Analytics Customer Care Tools Data 40

Lithium

JUNE 11, 2019

Last week, Lithium CEO Pete Hess announced the decision to sunset the Klout service, effective May 25, 2018. As we are doubling down on our strategic focus on being the leading provider of digital customer care solutions for brands, the consumer Klout website and the data API no longer make sense as standalone services.

Analytics 40

Analytics Customer Care Tools Data 40

Lithium

JUNE 11, 2019

Last week, Lithium CEO Pete Hess announced the decision to sunset the Klout service, effective May 25, 2018. As we are doubling down on our strategic focus on being the leading provider of digital customer care solutions for brands, the consumer Klout website and the data API no longer make sense as standalone services.

Analytics 40

Analytics Customer Care Tools Data 40

Storyminers

JANUARY 24, 2017

The answer to this question is the same as it was in 2016 and will be the same as in 2018 ? The answer to this question is threefold: #1: Deepen your customer profile. Customers expect an ever-more frictionless experience and more proactive service. You’re dead if you don’t know what your customers care most about. #2:

Contact Center 133

Contact Center Omni-Channel Brands Hospitality 133

C3Centricity

DECEMBER 3, 2018

According to a Forrester report, 44% of B2C marketers are using big data and analytics to improve responsiveness to customer interactions. It surprises me that despite the constant flow of data into companies they still lack insights into their customers. SOURCE: ESOMAR Global MR Report 2018. in 2017, down from a 2.2%

Strategy 149

Strategy Poor Customer Service Social Media Analysis 149

Customer Bliss

SEPTEMBER 19, 2017

From her LinkedIn: Libby is the Chief Customer Officer and founding partner of Alteryx, Inc, Alteryx® provides strategic analytics software for enterprise and SMB companies making critical decisions about how to expand and grow. Customers such as Walmart, McDonald’s, and AT&T rely on Alteryx. About Libby.

Chief Customer Officer 97

Chief Customer Officer Customer Journeys Roadmap Telecommunications 97

Oracle

DECEMBER 12, 2019

Transformational experience design must include partnerships with internal teams focused on data/analytics, customer care, privacy, and other strategic areas. ” It’s time for marketing, sales, commerce, and customer care to catch up. Focus on one thing to make your customer experience great.

Customer Experience 58

Customer Experience Competitive Advantage Customer Care Customer Journeys 58

Pointillist

MARCH 1, 2019

In this scenario, it becomes important for call centers to excel at customer service and reduce cost-to-serve without negatively affecting the customer experience. Employ Customer Journey Analytics Customer journey analytics What is Customer Journey Analytics? Here are the nuts and bolts.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

NetBase

DECEMBER 11, 2018

Here’s some intelligence our customers shared with us about other social analytics tools , and why they switched: Performance issues. But when it doesn’t, you may not hear directly from your customers. This vendor combines social data with non-social customer data (e.g., That’s really a no-brainer.

Analysis 56

Analysis Analytics Social Media Innovation 56

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147