Lumoa

NOVEMBER 7, 2022

In 2018, two-thirds of companies were competing solely on CX and that number is only expected to grow. In 2021, companies will need to focus on measuring the CX at each touchpoint along the customer journey. Now, CX insights have moved beyond text feedback to analyzing and measuring the experience of customer service or sales calls.

Trends 208

Trends Customer Experience Competitive Advantage Customer Insights 208

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers. 360-degree view of your customer.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers. 360-degree view of your customer.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

Confirmit

FEBRUARY 6, 2018

So talking about this topic for 2018 can be fraught with challenges – but we’re going to do it anyway! In this webinar, Shelly Chandler, VP Customer Experience Consulting, Confirmit defined the future of CX as we see it today, and provided pragmatic steps that CX practitioners should take in 2018 to achieve long-term goals.

Measurement 40

Measurement Consulting Analytics Survey 40

ReviewTrackers

JUNE 4, 2018

And how can businesses measure guest satisfaction to understand how guests feel about their experiences? Businesses can use information about them that is already online to measure guest satisfaction because of today’s widespread online review culture. Measure Star Rating to Understand Guest Satisfaction. Is that good or bad?

Measurement 62

Measurement How To Poor Customer Service Hospitality 62

NetBase

NOVEMBER 14, 2018

Here’s a social analytics checklist to get you ready for a bold, successful 2019. If have haven’t performed a social media audit for the third quarter of 2018, now is the time to get to it. For this you need real-time social media analytics tools with sentiment analysis capabilities , and you should be in the habit of consulting them.

Analytics 72

Analytics Social Media Net Promoter Score Analysis 72

Forrester's Customer Insights

NOVEMBER 8, 2018

I am excited to announce the publication of The Forrester Wave™: Marketing Measurement And Optimization Solutions In Asia Pacific, Q4 2018.

Measurement 37

Measurement Marketing Analytics B2C 37

Up Your Service

SEPTEMBER 22, 2018

Service Council’s 2018 Smarter Services Symposium was held in Chicago with 250 delegates representing 100+ service organizations all gathering under the theme: “Service is Humanity”. Topics included disruptive technology, uberization of the workforce, data analytics, supply chains, employee culture, customer experience, and much more.

Trends 74

Trends Measurement Competitive Advantage Metrics 74

Calabrio

JULY 25, 2019

2018 “Leader” Consumer Cellular saved money, significantly improved service levels and decreased abandon rates by using Calabrio ONE to manage agent schedules and automate critical contact center reporting. Calabrio’s new Analytics Competition will take the place of this award, and the contest will be held onsite at C3 2019.

Contact Center 153

Contact Center Abandon Rate Innovation Government 153

Experience Investigators by 360Connext

AUGUST 19, 2020

A classic methodology to combat this in business and life has been SMART goals — an acronym for s pecific, measurable, achievable, relevant, and timebound. Measurable. Measurable. But what does Measurable really mean? How should those goals be measured? That’s a clear, measurable outcome.

Customer Experience 265

Customer Experience Net Promoter Score NPS Effort Score 265

Wootric

DECEMBER 21, 2018

These are the articles that resonated the most with our readers in 2018. The CX Tipping Point: When is Buying Text & Sentiment Analytics Worth It? Here are 5 signs that text and sentiment analytics will be worth the investment, bringing your customer feedback program to the next level. Is it time for you to hire one?

Net Promoter Score 56

Net Promoter Score Effort Score NPS e-support 56

GetFeedback

AUGUST 14, 2019

The ACSI is an economic indicator that measures the satisfaction of consumers across the U.S. In the latest measurement, in Q1 2019, the ACSI was 76.5 To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018. Go beyond basic analytics. out of 100.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

NetBase

MAY 20, 2019

We’re here to help marketers prove they’re putting their brand’s money where the engagement is with analytics tool tips that they can implement immediately. Capturing relevant analytics to support a brand’s social media spend is challenging in itself, made so much more so when the rules of the road are in a constant state of flux.

Analytics 58

Analytics Banking Airlines Comparison 58

SurveySparrow

JANUARY 5, 2021

They’re not aware of the benefits of employee experience, or they don’t know how to measure the returns on employee experience. However, businesses may find it hard to measure the returns on employee experience. Here’s how you can measure return employee experience to gain long term success. .

Employee Experience 52

Employee Experience Measurement Net Promoter Score Effort Score 52

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. Think smaller in 2018…specifically, mobile apps. In 2018, major players will be defined by their understanding of this delicate balance.

Customer Journeys 72

Customer Journeys Contact Center Consumers Financial 72

NetBase

OCTOBER 17, 2018

So how do you measure such a crucial metric effectively? The NetBase Best Practices Spotlight: Louis Vuitton explains how to use social analytics to ensure you’re where you want to be in your category. These are just some of the questions social analytics and sentiment analysis answer for you. Is another brand gaining ground?

Analytics 52

Analytics Apparel Case Study Social Media 52

Kerry Bodine

MARCH 12, 2018

Analogous to a traditional product manager, the journey manager is responsible for understanding customer needs, identifying gaps with the current experience, creating a long-term vision, making the business case for change, herding cross-functional stakeholders to execute on that vision, and measuring the ongoing impact of their work.

How To 120

How To Conference Culture Analytics 120

Oracle

SEPTEMBER 19, 2018

Oracle OpenWorld 2018 will take place October 22-25 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. The post 5 Must-See Sales Sessions at Oracle OpenWorld 2018 appeared first on SmarterCX. Visit the registration page.

Sales 49

Sales Roadmap Loyalty Chatbots 49

Oracle

MARCH 15, 2018

Oracle Modern Customer Experience 2018 will take place April 10 – 12 in Chicago, with 250+ planned sessions focusing on the hottest topics in customer experience. Ready to register now for Modern Customer Experience 2018? An Introduction to Oracle Infinity: The Next-Gen Digital Analytics Solution.

Marketing 47

Marketing Customer Experience B2C B2B 47

NetBase

OCTOBER 12, 2018

You know Social Media Analytics are important – yet 81% of executives surveyed don’t feel their company is using social to its full potential. Mentions aren’t everything – they’re certainly not enough on their own – BUT… Mentions are a measure of brand awareness. All are part of any state-of-the-art Social Analytics tools suite.

Social Media 49

Social Media Analytics Metrics Airlines 49

Forrester's Customer Insights

APRIL 18, 2018

Tina Moffett and I are excited to announce the publication of The Forrester™ Wave: Marketing Measurement And Optimization Solutions, Q2 2018. The research revealed two strong insights: Unified measurement has matured significantly as a capability since we published the first […].

Measurement 24

Measurement Marketing Report Strategy 24

NetBase

SEPTEMBER 12, 2018

Your brand or agency is likely spending more on Instagram in 2018 than last year. Having this data available makes it easy to measure and monitor performance on YouTube just like you would on other social channels. These metrics make measuring campaign effectiveness easier than ever before. You’re Only as Strong as Your Data.

Analytics 49

Analytics Data Metrics Analysis 49

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

As a result, the ways we measure, analyze and improve the experience are becoming more and more sophisticated. What are some of the customer experience trends we’ll see through the end of 2017 and into 2018? Most have realized it takes a combination of measurements to get it right. Soft Data is Perfectly OK.

Trends 244

Trends Net Promoter Score Effort Score Banking 244

Customer Alignment

JANUARY 21, 2018

We have all seen a range of articles talking about predictions for Customer Experience in 2018. Forrester have called it ‘ A year of Reckoning’; they state that there is “a burning platform mandating bold action” but also that 30% of companies will see further declines in CX quality in 2018. Most tech is merely an enabler.

Net Promoter Score 40

Net Promoter Score NPS Customer Journeys Exercises 40

Talkdesk

NOVEMBER 29, 2017

To help contact centers make the most of their valuable time and help you avoid digging through all the resources available online, we pulled together a list of five must-see videos to address the hottest contact center topics in 2018 like transforming your contact center and preparing for the insurgence of artificial intelligence.

Contact Center 40

Contact Center Video Call Center Hotels 40

Retently

JUNE 24, 2018

Besides this, they have more specific analytics and reporting features, allowing you to efficiently gather, analyze and act on the received customer feedback. You can start off with one to measure the loyalty and sentiment of your existing clients, and then go for other campaigns based on customer lifecycle, segment, trigger or event.

NPS 106

NPS Net Promoter Score Software How To 106

Storyminers

JULY 7, 2020

The answer to this question is the same as it was in 2016 and will be the same as in 2018. #1 Machine vision, predictive analytics, interactive tech, responsive digital displays, and many other once futuristic visions have become common in just a few years. Is there a measurable correlation between CX and revenue? New metrics.

Contact Center 147

Contact Center Customer Expectations Management Wireless 147

Verint

JANUARY 10, 2018

This method of preparation will continue to be critical in 2018, as security risks of all forms will become more complex and significant. Additionally, Big Data and deep learning analytics will only become more widespread, enabling the collection of myriad data points across systems, services and devices.

Policies 35

Policies Data Analytics Trends 35

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. Improving health and well-being. ” Bold words indeed! Get Answers.

Technology 194

Technology Analysis Data Consumers 194

NICE inContact

AUGUST 12, 2019

Luckily, computing power and data analytics have advanced to where it is possible to utilize Artificial Intelligence and advanced algorithms to make forecasts more accurate, and automatically factor in these trends. Scheduling. Scheduling picks up right where forecasting left off.

Contact Center 149

Contact Center Management Employee Engagement Call Center 149

NICE inContact

AUGUST 12, 2019

Luckily, computing power and data analytics have advanced to where it is possible to utilize Artificial Intelligence and advanced algorithms to make forecasts more accurate, and automatically factor in these trends. Scheduling. Scheduling picks up right where forecasting left off.

Contact Center 136

Contact Center Management Employee Engagement Call Center 136

Clarivate

MARCH 30, 2023

Finally, measure the results of communication efforts and share successes with university leaders: Use Google Analytics or social media platform analytics to measure impact. View statistics within funding solutions to measure traffic and usage. Ask for feedback. Continue moving forward.

Connections 52

Connections Social Media Case Study Communication 52

CSM Magazine

DECEMBER 7, 2022

In 2018, some respondent customers in a survey in the U.S. A suite of online tools for contact centers allows customer communication, real-time analytics, automated call routing, and much more. Remember to look into the provider data encryption solutions, redundancy measures, disaster recovery services, and uptime SLA.

Contact Center 52

Contact Center Abandon Rate How To Poor Customer Service 52

Vonage

MARCH 26, 2018

This challenge is well described when we are reminded that goldfish now have greater attention spans than consumers – however that wonderful stat is actually measured! NVM’s 2018 research discovered comparable behaviour. Speech analytics is the right tool for the job. . The ROI of emotive CX.

Omni-Channel 133

Omni-Channel Self Service Customer Journeys ROI 133

NetBase

JUNE 24, 2020

Logo spotting outside of what you can see and advanced AI image analytics. Perhaps if PepsiCo would’ve had the right social analytics to read the room, they may have been able to adapt and change sooner, avoiding the repercussions that are happening now. Looking at social analytics, we see what consumers are saying.

Brands 98

Brands Social Media Analytics Consumers 98

Hero Digital

SEPTEMBER 25, 2018

With more marketers becoming aware of the importance of analytics, many enterprise organizations are now promising to be “ data-driven.” A 2018 survey by NewVantage Partners found nearly all executives asked (98.6%) agree that their businesses are actively working to become a data-driven enterprise, yet only 32.4%

Data 46

Data Company How To Analytics 46

Forrester's Customer Insights

NOVEMBER 1, 2018

CX Europe 2018 is just 10 days from now — Tuesday […]. Forrester’s customer experience Forums are in their tenth year — from our first one in 2009 in New York, they’ve grown and spread to San Francisco, London, Singapore, and other cities around the world and become yearly destinations for CX pros far and wide.

Customer Journeys 49

Customer Journeys Customers Customer Experience Measurement 49