COPC

OCTOBER 10, 2017

Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice: Opinions, Perceptions and Expectations , was recently released during the Execs In The Know Customer Response Summit, Chicago, on September 19-21. and Execs In The Know.

Consumers 40

Consumers Multi-Channel Survey Customer Care 40

NICE inContact

JUNE 26, 2019

One top demand is for true omnichannel customer service , no matter the channel. We reported in the 2018 NICE inContact Customer Experience (CX) Transformation Benchmark that 91% of consumers expect a seamless omnichannel experience. To find out, we surveyed over 900 contact center decision makers. This is understandable.

Omni-Channel 149

Omni-Channel Contact Center Consumers Report 149

NICE inContact

MAY 23, 2019

Emerging technologies and changing consumer demands fundamentally have shifted the way businesses interact with their customers. Businesses still are working out the kinks with some of the newer capabilities, and some consumers just aren’t ready to embrace these yet. This is the nature of life in the digital age.

Self Service 138

Self Service Contact Center Omni-Channel Chatbots 138

NICE inContact

MAY 8, 2019

How about the latest digital channels? We surveyed more than 900 contact center leaders across the US, UK, and Australia to discover insights about quality of service delivered, according to businesses themselves, across both self-service and agent-assisted channels. Specifically, how do your customers feel about your customer service?

Self Service 136

Self Service Contact Center Chatbots Omni-Channel 136

ShepHyken

NOVEMBER 4, 2022

In India alone, the IT BPO industry generated around $154 million in revenue in 2017-2018, according to Brandongaille. . Consumers not only want ever-ready solutions to their problems, they also want them with the least amount of friction. Often, the channel used by the customers also depends on their problem.

Self Service 64

Self Service Customer Experience Multi-Channel Call Center 64

BirdEye

MARCH 9, 2021

Marketers at multi-location businesses have arrived at a true inflection point in which the world of customer acquisition and retention as we once knew it has rapidly shifted. As we’ve seen in the last year, the ability to quickly adapt and tailor experiences to consumer preferences has become imperative to sustaining growth.

Marketing 72

Marketing Net Promoter Score Multi-Channel Effort Score 72

West Monroe

JULY 30, 2023

The future of banking—this year and beyond—hinges on understanding customers, building seamless experiences both digital and interpersonal, and evolving multi-channel strategies to meet needs and navigate a turbulent economy; this only matters more at the mid-year point of the year.

Banking 52

Banking Multi-Channel Financial Customer Centricity 52

Eptica

JANUARY 24, 2018

Date: Wednesday, January 24, 2018 Understanding your customers to transform CX. Published on: January 24, 2018. In many cases a company may not even know that a consumer has chosen to switch, until it hits their bottom line. Consumer research bears this out.

Self Service 49

Self Service Multi-Channel Airlines Social Media 49

NICE inContact

MAY 16, 2019

This is exactly what we did as part of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , Business vs. Consumer. Then we compared these results to what over 2,400 customers actually reported in our 2018 benchmark. The post Do Your Service Channels Turn Your Customers into Net Promoters?

Net Promoter Score 136

Net Promoter Score Contact Center Social Media Chatbots 136

ReviewTrackers

MARCH 26, 2018

More and more consumers are reading and writing reviews about businesses. Concourse Sports , a multi-channel retailer, increased the amount of reviews for their stores by 2,800 percent on Google and Facebook. Consumers go online when researching a new business. One way to promote your brand is to get more reviews.

Brands 82

Brands Marketing Social Media Sports 82

ShepHyken

JANUARY 5, 2018

Bad customer service doesn’t just impact your revenue now, but can dramatically affect it in the future as study shows 86% of consumers said they’ve stopped doing business with a company after a bad customer experience. No matter what the issue is, it is important to have customer support in as many channels as possible.

Customer Service 80

Customer Service Poor Customer Service Multi-Channel Study 80

AWS Machine Learning

AUGUST 16, 2023

Training machine learning (ML) models to interpret this data, however, is bottlenecked by costly and time-consuming human annotation efforts. The images document the land cover, or physical surface features, of ten European countries between June 2017 and May 2018. tif Blue channel │ └── S2A_MSIL2A_20170613T101031_0_45_B03.tif

Training 70

Training Multi-Channel Travel Innovation 70

Oracle

SEPTEMBER 27, 2019

From market research and original data to visuals, brands use several tools to craft messages to consumers. But too many brands talk at consumers rather than connect with them. Think multi-platform. NBC Sports employed a similar strategy for the social content it produced during the 2018 Winter Olympics.

Engagement 63

Engagement Sports Multi-Channel Return on Investment 63

Dapresy

FEBRUARY 19, 2020

Confirmit is the world’s leading SaaS vendor for multi-channel Customer Experience, Employee Engagement, and Market Research solutions. Verdane pioneered portfolio acquisitions in Northern Europe in 2003, and debuted a complementary direct investment strategy in 2018. About Confirmit. www.verdane.com.

Multi-Channel 94

Multi-Channel Software Report Analytics 94

Oracle

NOVEMBER 27, 2019

Today, the customer experience isn’t bound to any one physical or digital space, as 73% of consumers use multiple channels to shop , according to a Harvard Business Review study of 46,000 shoppers. As of 2018, according to Gartner , “66% of analyzed brands have adopted a social commerce feature within the past year.”

Retail 74

Retail Innovation Trends Ecommerce 74

Call Experts

JANUARY 23, 2019

Omnichannel processes utilize various platforms such as social media channels, email marketing, websites, and mobile experiences to communicate with your clients. The process is a complex and multi-faceted concept and requires sophisticated solutions. Consumer Experiences in The Digital World. Retailers have lost millions.

Omni-Channel 53

Omni-Channel Management Call Center Multi-Channel 53

Team HGS

MARCH 6, 2019

Consumers will be more empowered and knowledgeable than ever before , and expectations for excellent customer service, sales knowledge, and technical support will soar. Institute of Human Resources Development’s (IHRD) “Great HR Practices Award” at the Bangalore HR Summit 2018. How HGS Supports Increasing Customer Expectations.

Trends 40

Trends Meeting Self Service Multi-Channel 40

Second to None

APRIL 12, 2019

Yadav highlights data from a 2018 Accenture study that found that more people are making purchases based upon a brand’s relevancy. [1] In the current market where consumers run the show, it is crucial that companies connect with their customer through channels that the customer identifies with. 1] [link]. [2]

Omni-Channel 69

Omni-Channel Multi-Channel B2C Customer Centricity 69

Kayako

APRIL 25, 2018

Adding a new channel to your business is meant to create value, not stress. It’s a customer-centric channel that shows you’re willing to help when asked. Targeting customers is really easy in 2018. If you run a small team, you may worry that adding live chat leads customers to ask for more help than you can deliver.

e-support 123

e-support Multi-Channel Loyalty Sales 123

NetBase

JULY 9, 2020

Zoomers as consumers. Here we see the Sims video game and YouTube, which connects this influencer to a wider consumer demographic. It’s something to consider, particularly when they have multi-channel reach with your target audience. Zoomers as Consumers. Putting KPop influence in context. And there’s more.

Apparel 56

Apparel Fashion Social Media Multi-Channel 56

Clarabridge

JULY 20, 2017

The awards recognize organizations and individuals who are transforming their business by leveraging customer experience management strategies – this can be for both social customer service and/or part of a multi-channel customer experience program. Winners will get two free passes to next year’s not-to-be-missed C3 2018 event.

Customer Experience 40

Customer Experience Multi-Channel Hotels Social Media 40

CXApp

SEPTEMBER 4, 2018

It is estimated that 79 percent of all internet traffic will be video-related by the end of 2018. We’re seeing this change because consumers and professionals alike now have a seemingly endless hunger for knowledge, which audio content feeds in new ways. As of January 2018, 24 percent of all U.S.

Multi-Channel 45

Multi-Channel Video Entertainment Consumers 45

transcosmos Information Systems

OCTOBER 2, 2018

Before 2018 ends, review if your business is giving the gold standard of customer service to your buyers. To solve this, your business should be opening up more channels of communication. This is something to pay attention to because they are now the largest consumer demographic to date. Consider multi-language customer support.

Omni-Channel 48

Omni-Channel Customer Service Multi-Channel Self Service 48

Guavus

FEBRUARY 11, 2019

Not even Google can rival the wealth of consumer data that communication service providers (CSPs) have at their fingertips. growth, according to the PricewaterhouseCoopers Entertainment & Media Outlook for 2018, which forecasts those revenues to continue to grow by nearly 9% annually through 2020. Do they have different personas?

Customer Experience 51

Customer Experience Marketing Video Analytics 51

datastax

JULY 16, 2019

As such, it comes as no surprise that eCommerce sales grew 15% in 2018 and the global retail eCommerce market is expected to reach $4.9 We now have a seemingly infinite amount of choice with thousands of online retailers and a mind-blowing array of options just a click away. trillion by 2021. . The Benefits of Hybrid Cloud for Retailers.

Retail 66

Retail Ecommerce Competitive Advantage Multi-Channel 66

Dapresy

FEBRUARY 19, 2020

Confirmit is the world’s leading SaaS vendor for multi-channel Customer Experience, Employee Engagement, and Market Research solutions. Verdane pioneered portfolio acquisitions in Northern Europe in 2003, and debuted a complementary direct investment strategy in 2018. About Confirmit. www.verdane.com.

Multi-Channel 52

Multi-Channel Software Report Analytics 52

ReviewTrackers

JULY 23, 2018

List down your closest competitors and check out which channels they’re using. Like it or not, online reviews shape and influence the purchase behavior of today’s consumers. Research firm YouGov found that 88 percent of US consumers trust reviews as much as they do personal recommendations by friends and family.

Social Media 63

Social Media Strategy Marketing Multi-Channel 63

Grade.us

DECEMBER 27, 2018

As a devoted reader who goes searching for the transcripts if they got 'em cause I can consume those faster than I can watch any video, I'm definitely no evangelist for the all video, all-the-time end of the spectrum. A reminder a video marketing strategy could require a multi-pronged approach. Do you live and breathe for video?

Video 20

Video Resources Tools Marketing 20

WorkOutLoud

JANUARY 23, 2018

Chris Boeckelman takes a deep dive into this phenomenon with some surprising and powerful statistics in a recent article, 40 Customer Retention Statistics You Need to Know: 95% of consumers have taken action as a result of a bad experience. 67% of consumers list bad customer experience as one of the primary reasons for churning.

Customer Experience 40

Customer Experience Self Service Social Media Multi-Channel 40

AWS Machine Learning

APRIL 19, 2023

More than 1,700 sports federations, media outlets, betting operators, and consumer platforms across 120 countries rely on Sportradar knowhow and technology to boost their business. Since 2018, our team has been developing a variety of ML models to enable betting products for NFL and NCAA football. With v0.21.0

Sports 73

Sports Training Effort Score Multi-Channel 73

Centercode

JANUARY 22, 2019

The results of the 2018 Customer Validation Industry Survey backed up what we already knew: time is a precious commodity that test managers don’t have a lot of. It’s far and away the most popular channel for communicating with testers and soliciting feedback. Collecting Feedback: Email. Why Test Managers Use It. Accessible. Accessible.

Tools 64

Tools Management Multi-Channel Analysis 64

C Space

JUNE 18, 2019

One of the most enjoyable sights of 2018 was watching commentators getting all hot and bothered about purpose and purpose-driven advertising. Brands with confident images that speak to consumers’ existing or aspirational sense of identity create the strongest emotional bonds, because they complete gaps in our own stories about ourselves.

Customer Centricity 65

Customer Centricity Advertising Multi-Channel Innovation 65

CSM Magazine

JANUARY 31, 2018

Mandy Holford, director of customer service at leading contact center Echo-U, has highlighted the major trends shaping the industry in 2018 in order to help businesses to understand the current challenges and develop strategic plans to enhance customer experience. Open all hours (and all channels!). Brexit will drive consolidation.

Contact Center 60

Contact Center Trends Multi-Channel Wireless 60

SurveySensum

JULY 14, 2020

Multi-Award Winner, Nandkishor Tripathi is a Market Research Operations and CX Methodology Specialist with over 16 years of proven track record in delivering customer experience at the highest levels. in 2018 where his passion for delivering CX strategies for organizations was seeded in Mystery Shopping and Customer Satisfaction research.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

DemandJump

NOVEMBER 4, 2020

As we have described in a previous post about attribution measurement, there are many models of single- or multi-touch attribution that can be applied. With mobile attribution specifically, a multi-touch attribution model is even more recommended than with other digital marketing. This is a 21% increase from 2018.

Multi-Channel 98

Multi-Channel Advertising Guidelines Social Media 98

Magellan Solutions

JULY 28, 2021

The acceleration in consumer behavior change in 2020 has made an omnichannel strategy more important than ever. Consumers will always want better prices, selection, and convenience. Consumers have been engaging in transactional activities for thousands of years. Sales channels. Advertising channels.

Omni-Channel 52

Omni-Channel Ecommerce Multi-Channel Retail 52

CXApp

JUNE 5, 2018

It seems like only yesterday we were looking ahead at 2018, trying to discern where things were headed. Customer Experience In 2018, Thus Far… Several changes have come to pass over the last six months or so, and it’s important we take a look at them before turning our gaze forward. That’s no longer the case.

Trends 40

Trends Strategy Multi-Channel e-support 40