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

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

Forrester's Customer Insights

FEBRUARY 7, 2019

Q4 2018 proved yet again that advertisers ramp up their media budgets in Q4 to get consumers to buy those holiday gifts. Ad Revenue “It’s every bit as certain as death and taxes.” Meet Joe Black, 1998). And I’d add “holiday advertising.” Facebook, Inc. inclusive of its family of products: Facebook.com, Instagram, […].

Social Media 41

Social Media Advertising Meeting Consumers 41

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

Eptica

DECEMBER 11, 2019

For example, the average cost of an inbound call is £4.53, 16% more than an email, 34% more than web chat and 42% more than a social media interaction. on average in 2018 to £3.89 this year and social media has risen from £3.07 per contact to £3.18. Share this page on: Tweet.

Self Service 75

Self Service Customer Service Social Media NPS 75

Forrester's Customer Insights

AUGUST 15, 2019

While 2018 was a challenging year for global social media advertising amid the implementation of GDPR, privacy scandals, and brand safety concerns, Forrester forecasts that social will remain the fastest-growing digital advertising channel globally over the next five years.

Advertising 44

Advertising Social Media Brands B2C 44

Eptica

NOVEMBER 21, 2018

Date: Wednesday, November 21, 2018 Author: Anne-Claire Bellec - Marketing Director Why listening to your customers is vital to success this Christmas. Published on: November 21, 2018. Creating customer insight Delivering what consumers want relies on building a detailed picture of customer needs.

Net Promoter Score 62

Net Promoter Score Retail Ecommerce Social Media 62

Eptica

APRIL 18, 2018

Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? Published on: April 18, 2018. All of this has fundamentally reshaped the industry and put pressure on delivering a more efficient and superior, personalized experience to customers. Share this page on: Tweet.

Travel 49

Travel Brands Airlines Customer Experience 49

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.

Social Media 41

Social Media Marketing Strategy 41

Eptica

JANUARY 23, 2019

Author: Pascal Gauvrit - CTO In an era dominated by social media and smartphones, it is easy to write email off as yesterday’s channel when it comes to customer service. You might also be interested in these posts: 3 ways to deliver real value from Voice of the Customer insight. million monthly contacts.

Social Media 62

Social Media Consumers Knowledge Base Customer Satisfaction 62

Eptica

MARCH 7, 2018

Date: Wednesday, March 7, 2018 Why surveys aren’t enough for Voice of the Customer success. Published on: March 07, 2018. Author: Taoufik Massoussi Brands understand that they need to listen to their customers if they are to deliver an engaging experience that drives loyalty and long-term revenues.

Survey 49

Survey Customer Success Return on Investment Social Media 49

Forrester's Customer Insights

AUGUST 30, 2018

By Jacob Basseches and Jay McBain As of June 2018, Reddit surpassed Facebook to become the US’s most-visited social media platform.[1] 1] And it’s the US’s third-most-visited overall after Google (No. 1) and YouTube (No. 2) and ahead of Facebook (No. 4) and Amazon (No.

Social Media 9

Social Media Sales Marketing 9

Eptica

FEBRUARY 6, 2019

However, they don’t always give you the qualitative insights that explain why - or the emotions they’re feeling. For deeper insights you need to analyze the many real interactions that your organization has with customers every day, such what they say on email, chat or social media.

Automotive 73

Automotive Social Media Contact Center Banking 73

Lumoa

OCTOBER 31, 2018

In my opinion, three things that are essential for CX include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations. In 2018, all brands across all industries are going to have to work hard to restore trust with the everyday consumer. 2018 will be the year of CX and AI.?

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Clarabridge

FEBRUARY 23, 2017

We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. This is your chance to shine a light on all that you’re doing to put the customer first. Winners will get two free passes to next year’s not-to-be-missed C3 2018 event.

Customer Experience 49

Customer Experience Hotels Airlines Social Media 49

North Highland

MAY 23, 2019

In this installment of our utilities series, we’ll outline how a successfully implemented data visualization strategy will empower utilities organizations to transform customer insights into evidence-based strategic decision-making. Analyzing the Data Deluge.

Analytics 64

Analytics Competitive Advantage Innovation Hospitality 64

Clarabridge

FEBRUARY 21, 2017

We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. This is your chance to shine a light on all that you’re doing to put the customer first. Winners will get two free passes to next year’s not-to-be-missed C3 2018 event.

Customer Experience 40

Customer Experience Hotels Airlines Social Media 40

Qualtrics

FEBRUARY 13, 2019

Ryan Smith (@RyanQualtrics) November 15, 2018. Ryan Smith (@RyanQualtrics) October 4, 2018. Ryan Smith (@RyanQualtrics) December 6, 2018. Ryan Smith (@RyanQualtrics) November 1, 2018. Rachel Richter- VP of Customer Insights, Dun & Bradstreet. Charles Wilson- Product Insights, New Balance.

Conference 20

Conference Brands Marketing Case Study 20

Bizagi

JULY 24, 2018

Poor experiences such as this can cut short companies’ relationships with customers. This puts pressure on businesses to find new customers, which usually costs more than repeat business. People also share their experiences of poor service on social media and elsewhere (I certainly did), so there’s a risk of harm to your reputation.

Customer Journeys 62

Customer Journeys How To Customer Engagement Social Media 62

Forrester's Customer Insights

AUGUST 29, 2019

Forrester expects global social advertising spend to reach $165.6 billion in 2023, up from $75 billion in 2018 — a CAGR of 17.1%. Asia Pacific and the rest of world will grow fastest, capturing the US and Europe’s share of global social advertising spend.

Advertising 50

Advertising Social Media Marketing Customers 50

ProProfs Chat

DECEMBER 23, 2019

Otherwise, even with the most well-intentioned marketing initiatives, customers are bound to counteract with their perceptions of the brand. Looking at the example to get more clarity on the concept: Example: Facebook’s strong brand perception hit a rough patch in 2018. The outcome of this exercise is vital.

Customer Centricity 96

Customer Centricity Customer Journeys Effort Score Knowledge Base 96

Forrester's Customer Insights

OCTOBER 25, 2018

Accordingly, our Forrester Analytics data shows that 75% of marketers have already implemented or are planning to implement a solution to manage this market in 2018, and seventeen percent of B2C marketers consider influencers one of […]. The size of the influencer market on Instagram alone is set to grow $2.38 billion next year.

B2C 40

B2C Marketing Analytics Data 40

Forrester's Customer Insights

APRIL 11, 2018

We’ve also helped numerous clients plan and execute effective social selling programs. Given this and the recent report that Mary Shea just published, New Tech: B2B Social Selling Tools, Q1 2018, I thought now would be a great time to touch […].

B2B 44

B2B Sales Report Tools 44

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Forrester's Customer Insights

AUGUST 1, 2018

Facebook’s Q2 2018 earnings call was not well received by investors as evidenced by the stock’s 19 percent price drop equating to the largest-ever loss in market value in one day for a US traded company.

Marketing 24

Marketing Report Advertising Company 24

SurveySensum

JULY 14, 2020

Sarah Sargent is a highly accomplished & inspiring Customer Service & Customer Experience Director at Radian Group where she is reinvigorating CX in social housing. She has carved a successful career in both customer service and CX leadership across Financial Services and Telcos. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Currency Alliance

OCTOBER 12, 2021

This is an effort which starts with customer insights and data, and sharing those insights with your partners, in order to discover new partnerships and partner-based offers which are likely to add the greatest customer value. This is way better service than I get from that other brand.”. …or….

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Pointillist

APRIL 26, 2018

As per the ‘State of Customer Experience in 2018’ survey , one of the biggest roadblocks to delivering exceptional customer experience is dealing with customer data. Achieving a single customer view, however, still seems out of reach for many businesses. Customer data can include: Demographics. Social media.

Customer Experience 72

Customer Experience How To Effort Score Touchpoint 72

Michel Falcon Experience

JANUARY 16, 2018

Respond to customers on social media, get in the trenches, learn what’s happening on a daily basis, and use that data to build better systems and processes, to build your customer experience. The second strategy is developing premium customer experience training material. Work in your retail store.

Strategy 128

Strategy Customer Experience Tips Social Media 128

Lumoa

MAY 21, 2018

Marketing Marketing, which often substitutes or fulfils the role of Customer Experience management, must tailor the customer communications to align with customer segments. In many organizations, marketing has an overall responsibility for the customer experience improvement initiatives and customer insights.

Customer Experience 326

Customer Experience Customer Centricity Net Promoter Score Feedback 326

Forrester's Customer Insights

OCTOBER 4, 2018

At Forrester, we’ve been pushing for the next evolution in the social listening space. Our recent The Forrester Wave™: Social Listening Platforms, Q3 2018 evaluation uncovered […]. The company will maintain the Brandwatch name with Brandwatch founder and CEO, Giles Palmer, at the helm.

Company 10

Company Social Media Consumers Customer Insights 10

Lumoa

MAY 21, 2018

We specifically asked them to list, which departments are responsible for Customer Experience in their companies in addition to the more usual suspects, i.e. their dedicated Customer Experience/ Success/ Support departments. Discover all the results of the survey in the State of Customer Experience in 2018.

Customer Experience 160

Customer Experience Customer Centricity Net Promoter Score Feedback 160

ERDM

JANUARY 22, 2019

Article by Ernan Roman Featured in the Journal of Digital & Social Media Marketing A recent study by Retail Info Systems asked execs, ‘Who does personalisation best?’.* The highest-ranking answer? ‘No

Customer Experience 53

Customer Experience Video Sales ROI 53

ERDM

JANUARY 22, 2019

and Scott Emmons, former Head of the Innovation Lab at Neiman Marcus Featured in the Journal of Digital & Social Media Marketing A recent study by Retail Info Systems asked execs, ‘Who does personalisation best?’.* Article by Ernan Roman, President, ERDM Corp. The highest-ranking answer? ‘No

Customer Experience 49

Customer Experience Video Sales ROI 49

GetFeedback

JANUARY 6, 2020

The study also notes increasing usage of online resources (social media, review sites, and vendor web sites) which has pushed sales engagement later in the cycle. . While certain people on the buying (customer) side of the B2B relationship sign the purchase orders, it’s a huge mistake to assume they are the most important.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195