NICE inContact

DECEMBER 19, 2017

I have put together a list of the “must reads” for 2017 leading into the new year that could help with your 2018 planning. And in case you’ve missed it, here are some hot reports you can only get through NICE inContact for a little while longer, so better download your copy now! The post Planning for 2018? Happy reading!

Report 121

Report Contact Center Omni-Channel Call Center 121

QuestionPro Audience

FEBRUARY 15, 2018

2 – 2018 Edelman Trust Barometer. Download the full research here. The Pudding can tell you, down to the city. They mapped last month’s #1 songs—with audio—in 3,000 cities around the world to see which songs dominated. Who knew Mauritania loved Despacito? By: Edelman. 19% are considering purchasing one.

Infographics 170

Infographics Ecommerce Government Social Media 170

Kayako

JANUARY 24, 2018

Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences. Bots and AI can’t be ignored when it comes to customer service trends of 2018. That’s a wrap on customer service trends 2018. Start your free trial. Why wouldn’t they be?

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

Connective DX

OCTOBER 22, 2018

Plus, a downloadable 2018 calendar. As we head into the new year, we’d like to share with you some of our favorite ways in which you can better meet the needs of your customers. Here are 12 customer-centric methods to improve your customers’ experience, that will also create more value for your company.

Customer Centricity 65

Customer Centricity Customers Meeting Customer Experience 65

Experience Matters

APRIL 6, 2018

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. You can download the free report or purchase the dataset. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion.

Industry 226

Industry Effort Score Consumers Survey 226

Comm100

JUNE 13, 2018

I hope you enjoyed our first round-up of some of the best Customer Experience and Customer Service posts for the month of May 2018. Free Download] Improve Your Customer Experience: An Action Plan for CX Success. Download Now. The post 5 Top Customer Service Articles for the Month of May 2018 appeared first on Comm100.

Customer Service 102

Customer Service Airlines Call Center Metrics 102

C3Centricity

AUGUST 20, 2017

Do you know how you’re going to beat the competition in 2018? You are welcome to download our 4W Template if you don’t already have one). Do you know which area offers you the biggest chance of beating the competition in 2018? Subscribe on Apple Podcasts to get new episodes as they become available.”.

Innovation 120

Innovation Competitive Advantage Meeting Strategy 120

Oracle

FEBRUARY 2, 2018

Let’s take a look at 3 customer experience innovations you can expect from video streaming services in 2018. While Netflix currently offers the ability to download content, this year, Netflix is extending into broadband technology to satisfy a need in the domestic airline industry for a cheaper, faster network in the sky.

Innovation 81

Innovation Airlines Travel Advertising 81

Comm100

JULY 12, 2018

[Free Download] Improve Your Customer Experience: An Action Plan for CX Success. Download Now. The post 5 Top Customer Service Articles for the Month of June 2018 appeared first on Comm100.

Customer Service 103

Customer Service Tips Entertainment eBook 103

Experience Matters

AUGUST 9, 2018

Here are links to download different versions of the infographic: Infographic: in .jpg png format Here are some of the reports with data included in the infographic: Propelling Experience Design Across The Organization 2018 Temkin Emotion Ratings State of CX Management, 2018. This infographic provides an overview. poster: in .png

Infographics 163

Infographics Report Customer Experience Data 163

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. CCW Digital, in their latest Winter Executive Report, studied a wide range of organizations to discover the most popular goals and strategies for call centers in 2018. 2 for Companies.

Contact Center 104

Contact Center Report Customer Journeys Customer Centricity 104

Thematic

AUGUST 15, 2018

We’re very excited to be one of the sponsors of the 5 th Annual Digital Customer Experience Strategies Summit on September 18 – 19, 2018, at the Hyatt Regency McCormick Place in Chicago. Download the brochure to view the full agenda and check out the website here. . Check out the list of all of the speakers. Register here.

Strategy 59

Strategy Customer Experience ROI B2B 59

Comm100

JUNE 19, 2018

Free Download] Improve Your Customer Experience: An Action Plan for CX Success. Download Now. The post Keynote Learnings from ICMI Expo 2018: Ernesto Salas, Disney Institute appeared first on Comm100. Let us know in the comments below.

Contact Center 101

Contact Center Entertainment eBook Culture 101

Experience Matters

APRIL 6, 2018

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. You can download the free report or purchase the dataset. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion.

Industry 133

Industry Effort Score Consumers Survey 133

ProProfs Chat

NOVEMBER 17, 2017

As 2017 is coming to an end, here’re 3 customer support trends that promise a better customer support in 2018. Omnichannel- I think that 2018 will be the year that Omnichannel becomes a reality for many customer support centers. Here are three things we should be watching for in 2018. Take a look. . Mike Wittenstein.

Self Service 111

Self Service Trends Chatbots Omni-Channel 111

Comm100

FEBRUARY 21, 2019

For 2018 we analyzed 45 million live chats across 14 industries to expose how you can optimize your live chat strategy and exceed customer expectations. Free Download: Live Chat Benchmark Report 2019. Download Now. Key Takeaways for 2018: Mobile takes over: Our data showed that in 2018 mobile chats increased by 7.9%

Report 118

Report Data Wait Times Effort Score 118

Comm100

AUGUST 1, 2018

Free Download] Improve Your Customer Experience: An Action Plan for CX Success. Download Now. The post Best Customer Experience Article from the Month of July 2018 appeared first on Comm100. The post Best Customer Experience Article from the Month of July 2018 appeared first on Comm100.

Customer Experience 101

Customer Experience Policies Social Media Effort Score 101

CSM Magazine

NOVEMBER 29, 2017

Capitalising on a strong foothold in Europe’s customer contact community 2018 will be bigger, more innovative and interactive than ever before. CCW Europe 2018 will be educational, practical & unforgettable! For more information, visit the event website and download the agenda. And that’s not all….

Innovation 40

Innovation Leadership Culture Customers 40

Experience Investigators by 360Connext

OCTOBER 17, 2018

You can download it here.). And, yes, perhaps the winning buzzword for 2018, transformation, made it to my top 3, as well. My esteemed colleagues in the report declared the three words that matter most to them – to dispel the idea of these words as purely buzz. Don’t forget to read the full report! Is that odd?

Leadership 283

Leadership Culture Customer Centricity Report 283

Natalie Petouhof

SEPTEMBER 23, 2018

Tweet Dreamforce 2018 is here! Download for iOS: [link]. And there’s so much to do and see! To get the most out of the week I’ve put together some notes for #ServiceTrailblazers! Reserve your seat and put these sessions on your calendar! Express yourself with Dreamoji!

Contact Center 75

Contact Center ROI Customer Service Meeting 75

Oracle

JANUARY 11, 2018

As we move into 2018, every SMB should ask these four questions: Are we on the right road to success? What worked to engage your customers in 2017, or earlier, may not bring you success in 2018. Review your employee roster with the knowledge that new challenges face your team in 2018. Which business owner do you want to be?

eBook 53

eBook Social Media Customer Centricity Customer Expectations 53

Comm100

FEBRUARY 21, 2019

For 2018 we analyzed 45 million live chats across 14 industries to expose how you can optimize your live chat strategy and exceed customer expectations. Free Download: Live Chat Benchmark Report 2019. Download Now. Key Takeaways for 2018: Mobile takes over: Our data showed that in 2018 mobile chats increased by 7.9%

Report 100

Report Data Wait Times Effort Score 100

CX University

APRIL 12, 2018

March 15, 2018. Download the articles for the next course to read on the plane or print out a practical or reflective activity to do while you are gone. CX University’s Mohamed Latib and his band of CX experts will be traveling the globe to provide CX Leadership Training workshops during the summer 2018 season. Plan ahead.

Course 40

Course Travel Customer Satisfaction Study 40

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. And for even more key learnings, leverage our webinar replay.

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

QuestionPro Audience

FEBRUARY 15, 2018

46% of consumers are planning to use digital assistant devices to convert their house into a smart home in 2018, by linking up their television (23%), lighting (19%), smart speakers (16%), thermostat (14%), security camera (13%) or kitchen appliances (11%). Download the full 14-page research report here ! Below is a preview.

Consumers 252

Consumers Retail Report Technology 252

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 39

Technology Video Report Innovation 39

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. And for even more key learnings, leverage our webinar replay.

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

CSM Magazine

APRIL 26, 2018

percent year over year to a score of 73 on a scale of 0 to 100, according to the American Customer Satisfaction Index (ACSI®) 2018 Travel Report. With the exception of the airline check-in process, which remains at 82, every aspect of flying deteriorated in 2018 compared with the prior year. percent to 78.

Airlines 40

Airlines Customer Satisfaction Hotels Travel 40

Clarivate

OCTOBER 31, 2023

201 unique Chinese institutions were identified as primary affiliations by Highly Cited Researchers in 2022 compared to 115 in 2018. In the Highly Cited Researchers Cross-Field category, Highly Cited Researchers awards to Chinese researchers numbered 224 in 2018 and 710 in 2022. in 2018 to 21.9% in 2018 to 21.9%

Policies 75

Policies Trends Analysis Report 75

NetBase

OCTOBER 29, 2018

Our 2018 EMEA Automotive Social Sentiment Report explores both. Be sure to download the report to learn more about Automotive Social Sentiment in Europe. The post The 2018 EMEA Automotive Social Sentiment Report appeared first on NetBase. It’s something for any retailer to make note of and understand how to decipher sentiment.

Automotive 40

Automotive Report Effort Score Sports 40

Experience Investigators by 360Connext

OCTOBER 17, 2018

You can download it here.). And, yes, perhaps the winning buzzword for 2018, transformation, made it to my top 3, as well. My esteemed colleagues in the report declared the three words that matter most to them – to dispel the idea of these words as purely buzz. Don’t forget to read the full report! Is that odd?

Leadership 227

Leadership Culture Customer Centricity Report 227

NICE inContact

DECEMBER 3, 2018

In our new 2018 Customer Experience (CX) Transformation Benchmark the insights were clear on the importance of both. Our research was conducted in the US, Australia and the UK, with regional insights showing: In the US, self-service use almost doubled from 17% in 2017 to 31% in 2018. Omnichannel Service and Satisfaction.

Self Service 121

Self Service Contact Center Software Contact Center Software 121

NICE inContact

DECEMBER 12, 2018

Our new 2018 Customer Experience (CX) Transformation Benchmark surveyed over 2000 consumers across the US, the UK and Australia to get their insights on customer experiences. For complete insights from our benchmark report, download the 2018 Customer Experience (CX) Transformation Benchmark.

Call Center 120

Call Center Omni-Channel Contact Center Contact Center Software 120

NICE inContact

FEBRUARY 4, 2019

In their recent report, The Forrester Wave : Cloud Contact Centers, Q3 2018 , Forrester evaluated NICE inContact’s technology roadmap (and our track record of delivering on that roadmap), as well as our architecture and resources that will support our ability to innovate long term.

Innovation 137

Innovation Contact Center Roadmap Report 137

NICE inContact

OCTOBER 24, 2018

Then download the form to make your awards submission(s) now through January 15, 2019. If you haven’t already, you can register now through November 30, 2018 at the amazing Super Save rate of just $1,095, which includes all training sessions. Rookie of the Year. Read more about the awards here.

Conference 120

Conference ROI Employee Engagement Interaction 120

NICE inContact

APRIL 30, 2019

Then, we compared business responses with what more than 2,400 consumers told us about their actual service experiences in our 2018 study. To learn more about how businesses and consumers perceive AI, and many other CX topics, download our complimentary report: 2019 NICE inContact Customer Experience Transformation Benchmark.

Consumers 149

Consumers Contact Center Chatbots Innovation 149

NICE inContact

JUNE 26, 2019

We reported in the 2018 NICE inContact Customer Experience (CX) Transformation Benchmark that 91% of consumers expect a seamless omnichannel experience. The line between traditional and digital communications has blurred, and savvy customers are demanding more from the companies they do business with.

Omni-Channel 149

Omni-Channel Contact Center Consumers Report 149