Lumoa

FEBRUARY 6, 2018

Every each of them answered the following questions: How do you see the future of customer experience? What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? Is customer centricity already part of the company DNA and culture? How to overcome those challenges?

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Alida

OCTOBER 18, 2018

Our flagship customer intelligence event in London was a great opportunity to discuss the latest innovations and product updates in the industry, the constantly evolving expectations of today’s consumer, and how to deliver a superior customer experience in 2018. Insight needs to be fast. Register today!

How To 113

How To Groups Customers Innovation 113

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Self Service Chatbots ROI 89

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. For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. 2 for Companies.

Contact Center 104

Contact Center Report Customer Journeys Customer Centricity 104

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. The race for (the right) customer engagement solution will intensify.

Customer Journeys 72

Customer Journeys Contact Center Consumers Financial 72

Lumoa

NOVEMBER 7, 2022

7 Customer Experience Trends to Know in 2023 Here are seven trends that will keep your customer experience strategy on top. #1 1 Customer insights are a company-wide resource Even just a few years ago, customer insights or feedback were collected and owned solely by the CX or marketing team.

Trends 208

Trends Customer Experience Competitive Advantage Customer Insights 208

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. From the look of things, chatbots are believed to change and redefine how organizations are conducting their business more particularly in their approach towards customer service. Enhanced conversations.

Chatbots 50

Chatbots Trends Technology Social Media 50

Alida

SEPTEMBER 21, 2018

During the product keynote, Vision Critical CTO shared our perspective on the fundamentals of building customer understanding. According to him, speed, relevance and engagement are table stakes when it comes to getting actionable, fast customer insight.

Innovation 145

Innovation Feedback Customers Engagement 145

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

Clarivate

DECEMBER 6, 2018

Denver, CO, December 6, 2018 – CustomersFirst Now (CFN), a leading provider of Journey Mapping software and Customer Experience consulting services, has been named the winner of the 2018 Aragon Research Innovation Award for Customer Journey Mapping.

Customer Journeys 49

Customer Journeys Innovation Financial Touchpoint 49

Eptica

APRIL 11, 2018

Date: Wednesday, April 11, 2018 Why brands need to capture deeper customer insight from unstructured data. Published on: April 11, 2018. Author: Taoufik Massoussi Understanding customer needs and emotions is central to delivering the experience that today’s consumers demand.

Net Promoter Score 50

Net Promoter Score Customer Insights Brands Data 50

Maru Group

NOVEMBER 2, 2018

In the wake of the Autumn statement, consumer’s confidence in their personal finances remains low as just 1 in 4 (26%) feel that their own economic situation has improved in 2018. 2018 has been a difficult year for consumer businesses – especially in the retail market where store closures and restructures have almost become the norm.

Customer Experience 149

Customer Experience ROI Travel Fashion 149

Forrester's Customer Insights

FEBRUARY 25, 2019

Forrester’s customer experience (CX) research team published more than 100 reports in 2018. The report is called “Forrester’s Top Customer Experience Research Findings Of 2018.” ” The key discoveries that I feature in my […]

Customer Experience 46

Customer Experience Report Customers 46

Forrester's Customer Insights

JANUARY 31, 2019

2018 brought no calm to the smartphone industry, and Apple’s Q1 2019 earnings are an indication that this trend will continue this year. After years of consistent double-digit growth rates, a slowdown in smartphone sales that started in 2017 continued in 2018. In 2018, many of […].

Industry 41

Industry Trends Sales Consumers 41

Forrester's Customer Insights

OCTOBER 17, 2018

This blog post is part of Forrester’s Holiday 2018 retail series. Online holiday shopping in the US is set to grow to $151 billion this year, up 14% from $133 billion in 2017. Total holiday sales will grow at a more conservative 1.7%. All told, we see approximately one-fifth of all US holiday shopping this […].

Sales 41

Sales Retail 41

Forrester's Customer Insights

SEPTEMBER 17, 2018

The Forrester Wave™: Enterprise Service Management, Q3 2018, is live! Take IT service management, add the age of the customer, stir in some employee experience (EX) and a healthy dose of low/no-code platform, and voilà! Enterprise service management (ESM)!

Employee Experience 47

Employee Experience Management Customer Experience Customers 47

Forrester's Customer Insights

OCTOBER 17, 2018

Huawei held its flagship Connect 2018 conference in Shanghai from October 10 to 12. The event, which featured more than 200 sessions, attracted over 25,000 visitors and more than 1,500 partners from around the world. By the end of 2017, Huawei’s annual revenue had exceeded US$92 billion — half of which comes from global markets […].

Connections 41

Connections Conference Marketing 41

Forrester's Customer Insights

NOVEMBER 26, 2018

I didn’t want to leave 2018 without noting a milestone for all of us here at Forrester who cover customer experience. It was 20 years ago, all the way back in September of 1998, when we inaugurated our customer experience research by publishing our first report about CX. That report, “Why Most Web Sites Fail,” […].

Customer Experience 53

Customer Experience Report Customers User Experience 53

CSM Magazine

AUGUST 10, 2017

We help organisations in media, retail, CPG and beyond to build vibrant customer insight communities. The group has a 7,500-strong customer insight community called ’The Inside Panel’, which helps generate a better understanding of consumers, creating more appealing advertising and content.

Customer Insights 40

Customer Insights Customer relationships CRM Comparison 40

Talkdesk

JANUARY 12, 2018

However, if your 2018 contact center is treating incoming customer conversations as blank slates, you are ignoring the rich context that could make this call an opportunity to create loyalty. The majority of today’s customers are digital first and prefer to handle simple issues with self-service technologies.

Contact Center 40

Contact Center Self Service CRM First Call Resolution 40

Talkdesk

JANUARY 12, 2018

However, if your 2018 contact center is treating incoming customer conversations as blank slates, you are ignoring the rich context that could make this call an opportunity to create loyalty. The majority of today’s customers are digital first and prefer to handle simple issues with self-service technologies.

Contact Center 40

Contact Center Self Service CRM First Call Resolution 40

Qualtrics

FEBRUARY 3, 2020

In 2018, 5 billion posts were left on brands’ Facebook pages — now that’s a lot of X-data! The platform has become a key customer service channel for many brands, like SnapTravel, which runs its entire business via Facebook Messenger. One key channel where they do that is Facebook. Book a Demo.

Customer Insights 31

Customer Insights Omni-Channel Customer Care Feedback 31

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. confident or very confident as of January 2018, according to the Consumer Mood Index. Understanding what customers really want is what will provide competitive advantage.

Retail 243

Retail Company e-support Competitive Advantage 243

Forrester's Customer Insights

NOVEMBER 7, 2018

Join us in Orlando on December 4, 2018 for Forrester’s first-ever Data Strategy & Insights 2018 Forum. Back to dancing, because that is our conference theme — “Insights To Action: For Real This Time.” ” Data is too often […]

Data 45

Data Strategy Conference Analytics 45

Clarabridge

MAY 10, 2018

From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights. . Executive Vice Chairman, Founder and Chief Strategy Officer Sid Banerjee took us through the inception of the company and how the Clarabridge product suite has evolved to help brands optimize customer data and transform experiences.

Omni-Channel 40

Omni-Channel Self Service Chatbots Ecommerce 40

Retently

JUNE 24, 2018

The ability to invite your colleagues to collaborate on the collected customer insights will also accelerate the loop closure. By implementation of more metrics and features, these initially simple tools are developing into complex Customer Success platforms.

NPS 106

NPS Net Promoter Score Software How To 106

Customer Bliss

NOVEMBER 9, 2017

In this post, I explain the benefits of offering a curated environment staffed with a range of brand professionals to help your audience engage with your brand in a way that allows you to gain valuable customer insights. CX labs help your audience engage with your brand & gain customer insights Click To Tweet.

Trends 204

Trends Customer Experience Customer Insights Customers 204

Forrester's Customer Insights

JULY 11, 2018

I’m excited to announce that our list of top emerging technologies to watch in 2018 is out. If you are a client, you can download the report here; if not, here is a quick video blog. It explains what’s different about this year’s report and how we came up with our list. It further contains […].

Technology 40

Technology Video Report Innovation 40

Forrester's Customer Insights

JUNE 4, 2018

The Forrester Tech Tide™: Risk And Compliance Management, Q2 2018 We recently published our Tech Tide™ report outlining 14 key risk and compliance technologies to track in 2018. One of the challenging parts of this research is setting the right scope.

Technology 33

Technology Report Industry Management 33

West Monroe

JANUARY 29, 2018

Last week at DistribuTECH 2018 in San Antonio, TX, energy professionals from all over shared ideas and perspectives on the future of the industry with one clear conclusion: our energy future remains uncertain, but “digital” will be a major driver in addressing this uncertainty.

Self Service 40

Self Service Roadmap Exercises Technology 40

Forrester's Customer Insights

NOVEMBER 1, 2018

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. CX Europe 2018 is just 10 days from now — Tuesday […].

Customer Journeys 49

Customer Journeys Customers Customer Experience Measurement 49

Survicate

JANUARY 11, 2019

Survicate customer since: February 2018. The post Find out how Agendor uncovered critical customer insights with NPS^® Surveys appeared first on Survicate. Online CRM. 50+ employees. Survicate features used: Email surveys. Survicate NPS ®.

NPS 40

NPS Customer Insights Survey Roadmap 40

Forrester's Customer Insights

OCTOBER 24, 2018

I’m getting more and more psyched about our first-ever Data Strategy & Insights 2018 Forum as I work on the sessions with my colleagues here at Forrester and with our external speakers. The topics are spot on for what organizations need from data and analytics today, and the sessions are going to be inspirational and […].

Data 35

Data Strategy Analytics Government 35

Forrester's Customer Insights

NOVEMBER 1, 2018

We recently published the “The Forrester Wave™: Global Merchant Payment Providers, Q4 2018” report, which identifies the 11 most significant global payment vendors that can help enterprise merchants with their omnichannel efforts.

Omni-Channel 43

Omni-Channel Groups Report Data 43

Forrester's Customer Insights

JUNE 26, 2018

Forrester’s 2018 Guide To Cyber Insurance Today, no one is 100% secure – believing otherwise is hubris of Icarian proportions. This reality is a core reason why more organizations are turning to cyber insurance.

Insurance 31

Insurance Policies Government Management 31

Forrester's Customer Insights

JANUARY 31, 2019

Facebook’s tumultuous year made approaching the social giant’s Q4 2018 earnings call complicated, to say the least. Days before the call, news hit that Facebook is consolidating the back-end tech of its family of messenger apps. Then, a story breaks that Apple is pulling a Facebook app that invites users to share their phone […].

Social Media 41

Social Media Marketing Strategy 41

Forrester's Customer Insights

MARCH 21, 2018

TLDR: Participate in the 2018 Forrester Digital Experience and Organization Survey. Click here to start the questionnaire now, the survey is closing soon! Forrester has fielded a Digital Experience and Organization survey for the past four years.

Survey 32

Survey Trends Software 32