CSM Magazine

DECEMBER 14, 2017

Eleven organizations have been shortlisted to win the 2018 Customer Contact Innovation Awards. This year’s innovations reveal a powerful range of the best approaches to improve your customer operations” explains Paul Smedley, Founder and Chair, The Forum. Sainsburys Bank – Developing a culture of innovation.

Innovation 40

Innovation Conference Case Study Culture 40

Lumoa

DECEMBER 19, 2023

In this article, we’ll explore five innovative and creative ways to leverage AI for sentiment analysis. Here are some case studies to show how AI is making this happen: Bank of America employs AI-driven sentiment analysis to capture VoC and identify customer pain point s.

Analysis 208

Analysis Social Media Trends Feedback 208

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. Fast-food restaurants may get even faster thanks to retail innovation in customer service tech. Transforming grocery shopping.

Retail 74

Retail Innovation Trends Ecommerce 74

CX University

SEPTEMBER 11, 2018

The organization is also one of the only branches of government that pays its own bills, earning over $3 billion in revenue annually to support its staff and costs while providing vital services to the US innovation economy. A study says it comes down to any of these 6 reasons ” Inc. Accessed on July 19, 2018.

Management 209

Management Employee Engagement Government Engagement 209

NICE inContact

APRIL 30, 2019

It’s safe to say that we’re at an inflection point for AI in the contact center — AI innovations deployed in a myriad of ways, such as chatbots, intelligent routing, workforce management forecasting, and AI-driven interaction analytics, can add significant value to customer experiences and operational performance.

Consumers 149

Consumers Contact Center Chatbots Innovation 149

CX University

MAY 16, 2023

Engaged employees are more likely to deliver exceptional service, be productive, and create a positive work culture that encourages teamwork and innovation. A positive customer experience is critical for businesses to succeed, and studies have shown that it can lead to higher revenue and customer loyalty. References PwC.

Employee Engagement 98

Employee Engagement Engagement Customer Experience Advertising 98

Comm100

DECEMBER 2, 2021

Customers demanded digital services to meet their needs, and as organizations rose to the demand, these high customer expectations led to innovative new services. One of the greatest challenges for financial services organizations has been juggling the need to push innovation while maintaining support for trusted and secure technologies.

Financial 225

Financial Trends Customer Experience Chatbots 225

Oracle

DECEMBER 11, 2019

As 2019 draws to a close and a new year and a new decade are nearly upon us, we’re looking back at the year’s biggest AI innovations. Here’s a closer look at key innovations in AI that made a splash in 2019 and set the stage for future innovation in 2020 and beyond. AI changes how we manage our money.

Innovation 52

Innovation Sports Financial Healthcare 52

QuestionPro Audience

APRIL 11, 2018

According to a study conducted by the Association of National Advertisers (ANA), 75% of advertisers surveyed currently use influencer marketing. We examine ways influencer marketing is changing in 2018. With industry knowledge and innovative tools, QuestionPro Audience always meets the rigorous demands of our clients.

Social Media 150

Social Media Advertising Consumers Brands 150

QuestionPro Audience

OCTOBER 24, 2018

in 2018, to the tune of $691.9 We conducted a study which found that 4% of digital voice assistant owners use them to purchase items, which is on trend with the prediction that 3% of purchases will be made via voice device during the 2018 holiday season. In fact, holiday spending begins in October, not November.

Retail 170

Retail Consumers Entertainment Ecommerce 170

QuestionPro Audience

MARCH 9, 2018

While US millennials are still traveling to international spring break hot spots like Mexico and Jamaica, Thailand is the top destination in 2018, followed by Tokyo and London. According to a study conducted by Harris Group , 78% of millennials prefer to spend more money on a desirable experience than material items.

Travel 240

Travel Trends Insurance Groups 240

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.

Contact Center 104

Contact Center Report Customer Journeys Customer Centricity 104

QuestionPro Audience

JUNE 22, 2018

It is expected to generate $233 million in 2018, marking an 18% increase from 2017, according to a study by the Consumer Technology Association. With industry knowledge, innovative tools, and purchasing power, QuestionPro Audience always meets the rigorous demands of our clients.

Industry 207

Industry Retail Technology Study 207

Oracle

APRIL 10, 2020

Over 60% of Millennials and Gen Z consumers stream video daily, according to a 2018 Deloitte study. So, how are streaming services and digital content solutions staying ahead of the game and innovating in 2020? So, how are streaming services and digital content solutions staying ahead of the game and innovating in 2020?

Innovation 52

Innovation Trends Entertainment Video 52

NICE inContact

MAY 8, 2019

But these days, digital technology innovations can make it increasingly more complex to serve your customers where and how they want to be served. Then we compared these findings to what consumers said in our 2018 consumer study. These are questions that keep contact center leaders up at night. The results?

Self Service 136

Self Service Contact Center Chatbots Omni-Channel 136

CSM Magazine

NOVEMBER 7, 2018

Figures from Ofgem have revealed that the average number of complaints received by the leading utility companies per 100,000 customer accounts had decreased from 3,510 in Q1 2013 to 2,233 in Q1 2018, but the average number of complaints resolved by the suppliers by end of the next working day dropped from 81 percent to 60 percent in the same period.

Interaction 221

Interaction Telecommunications Customer Satisfaction Social Media 221

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

Hero Digital

JANUARY 23, 2019

Omnichannel innovation is now required for all brands in the industry, from direct-to-consumer startups to traditional behemoths. But we believe that disruptive innovation doesn’t have to feel like a science fiction movie or like the industry futurists’ view of what shopping will be like in 2030. But we disagree.

Retail 40

Retail Innovation Omni-Channel Chatbots 40

Clarivate

APRIL 19, 2024

1] This week marks World Liver Day (April 19th), an initiative to raise awareness of liver health that is supported by major liver associations, such as the European Association for the Study of the Liver (EASL) and the American Association for the Study of Liver Diseases (AASLD). [2] Global burden of liver disease: 2023 update.

e-support 59

e-support Guidelines Study Healthcare 59

Team HGS

FEBRUARY 6, 2018

2018 Trend 1: Digital Channels Finally Overtake Voice. At that current rate, digital was expected to overtake voice in 2018. Instant communication will become the standard for exceptional customer service in 2018. The study, affiliated with American Express, shows U.S. Wed, 02/07/2018 - 11:27. Customer Experience.

Trends 45

Trends Contact Center Exceptional Customer Service Omni-Channel 45

CX Ahead

FEBRUARY 6, 2018

This isn’t the year of futuristic innovations and a complete industry overhaul, 2018 is about customer experience maturity across the board. The post 2018: The year of a more leveled CX playing field appeared first on CX Ahead. Year after year, we see people talking about the next 12 months as announcing a fantastic […].

Innovation 40

Innovation Industry Marketing Case Study 40

Clarivate

AUGUST 2, 2022

A new study by the Centre for Innovation in Regulatory Science (CIRS) has shown that the approval times of major global regulatory agencies have reduced and converged over the last decade, though there are still differences between them. FDA continues to approve the most NASs. Regulatory collaboration reduces NAS roll out times.

Trends 98

Trends Strategy Study Healthcare 98

QuestionPro Audience

FEBRUARY 28, 2018

On February 9, 2018, the $349 HomePod debuted in the US, UK and Australia. According to a r ecent study conducted by QuestionPro Audience, 54% of smart speaker users are concerned about security and privacy. With industry knowledge and innovative tools, QuestionPro Audience always meets the rigorous demands of our clients.

Consumers 199

Consumers Technology Study Innovation 199

QuestionPro Audience

OCTOBER 10, 2018

At SuperZoo 2018, the largest national show for pet retailers, there were an increasing number of products with CBD and hemp oil on display. In one study, 7 out of 8 patients with epilepsy that was resistant to drugs saw an improvement within 4 to 5 months of taking CBD. Our vet panel is one of a handful in the continental U.S.

Healthcare 170

Healthcare Trends Retail Industry 170

Kerry Bodine

SEPTEMBER 9, 2018

Here’s an overview of the new features you’ll find on our site: The State of Journey Managers, 2018: Our latest report is the industry’s first comprehensive research study into the emerging role of journey managers. We’ve spruced things up a bit around here — and the changes include much more than just a fresh coat of paint.

Study 120

Study Innovation Report Management 120

Kerry Bodine

SEPTEMBER 9, 2018

Here’s an overview of the new features you’ll find on our site: The State of Journey Managers, 2018: Our latest report is the industry’s first comprehensive research study into the emerging role of journey managers. We’ve spruced things up a bit around here — and the changes include much more than just a fresh coat of paint.

Study 120

Study Innovation Report Management 120

Clarivate

MAY 11, 2023

To address this pain point, the Center for Drug Evaluation (CDE) announced in 2017 that it would accept marketing applications based on clinical evidence generated in multicenter studies conducted overseas [1]. Despite the availability of multiple DMTs in the Western markets, there was a dearth of DMTs in Mainland China before 2018.

Tourism 52

Tourism Guidelines Gamification Healthcare 52

BlueOcean

JANUARY 9, 2018

According to a Deloitte study , 33% of contact centers have taken the first steps and plan to invest in AI and robotics in the next two years. The same Deloitte study reveals that the biggest hindrance to implementing artificial intelligence in the contact center will be integration with existing systems. Related Articles.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

Clarivate

MARCH 8, 2022

We ask how they encourage collaboration, facilitate career growth and accelerate highly innovative research. In 2018, with continued support from the university, he was selected as a scholar of the Columbus Program by the Ministry of Science and Technology (MOST). We believe that innovation only happens when ideas combine.

Government 98

Government Innovation Hospitality Policies 98

Lithium

JUNE 11, 2019

Building on the foundation laid with Community Manager Certification Level I, this new course includes more data points, deeper case study examples, new reusable assets, and more opportunities to collaborate with fellow attendees. Duration : 8 hours. Understand the impact of social technology on your business. ROI Connection.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

Building on the foundation laid with Community Manager Certification Level I, this new course includes more data points, deeper case study examples, new reusable assets, and more opportunities to collaborate with fellow attendees. Duration : 8 hours. Understand the impact of social technology on your business. ROI Connection.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

Building on the foundation laid with Community Manager Certification Level I, this new course includes more data points, deeper case study examples, new reusable assets, and more opportunities to collaborate with fellow attendees. Duration : 8 hours. Understand the impact of social technology on your business. ROI Connection.

Social Media 40

Social Media Case Study ROI Course 40

Kustomer

NOVEMBER 1, 2021

According to Apple, in 2018 there were roughly 550,000 podcasts and today there are more than 2 million. From science to history to beauty to roller coasters, there’s a podcast out there for most any field of study or interest. Have you noticed? Podcasts seem to be everywhere. Experience This! Tune in to the Kustomer Podcast.

Customer Service 98

Customer Service Entertainment Trends Social Media 98

Experience Investigators by 360Connext

OCTOBER 22, 2019

According to a large study by PWC , 73% of us say the customer experience is an important factor. According to a study by @PWC, 73% of us say Customer Experience is an important factor. Agile principles will be brought to CX Innovation. This means more of us are demanding better treatment and are willing to pay for it.

Trends 169

Trends Customer Experience Chatbots Innovation 169

RapportBoost

NOVEMBER 25, 2018

We’ll showcase real case studies of how leading brands are connecting with customers on their preferred channels,” said Medrano. “In The post RapportBoost, CX Accelerator, and Comm100 to Lead Contact Center Innovation Webinar on Nov. 27th at 12:30pm PST. Join our growing community today!

Contact Center 40

Contact Center Innovation Average Handle Time Case Study 40

Helen Dewdney

SEPTEMBER 4, 2018

Staying with the food theme… In 2018 Helen attended the Tesco Christmas in July event. The rest of 2018 and beyond. The largest supermarket in the UK is gradually involving its harshest critic in its work, to improve its customer experience. Helen meanwhile wrote an amusing blog piece, in July, covering the whole Tesco event.

Case Study 60

Case Study Consumers Study Social Media 60

Customer Bliss

AUGUST 6, 2019

A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Nov 27, 2018 at 9:20am PST. For more on this topic, be sure to read this compelling case study , featuring Lemonade Insurance. #CustomerExperience #WomenLeaders #CCO #customer #businessleadership #business #womanpreneur #makemomproud #CX #Entrepreneur #leadership.

Insurance 149

Insurance Case Study Policies Video 149