Experience Matters

MARCH 27, 2018

We just published a Temkin Group report, State of the CX Profession, 2018. This report also includes a compensation study, which is Read More. The post Report: State of the CX Profession, 2018 appeared first on Customer Experience Matters®.

Report 149

Report Customer Experience Professionals Study Groups 149

Experience Matters

APRIL 10, 2018

We just published a Temkin Group report, The State of CX Management, 2018. The post Report: The State of CX Management, 2018 appeared first on Customer Experience Matters®. Temkin Group has evaluated the state of Customer Experience (CX) management at large companies for nine years in a row.

Report 150

Report Management Groups Survey 150

Experience Matters

JUNE 4, 2018

Download report for $195 Here are some highlights: About 18% of the customers who interacted with TV & Internet service providers reported having a bad experience – a considerably higher percentage than in other industries. Of the companies we evaluated, 21st Century, Comcast, Cox Communications, and New York Life Read More.

Report 185

Report Study Industry Interaction 185

Experience Matters

SEPTEMBER 10, 2018

The post Report: Tech Vendor NPS & Loyalty Benchmark, 2018 (B2B) appeared first on Customer Experience Matters®. To gather this data, we surveyed 800 IT decision-makers from large North American firms about their relationships with their technology Read More.

NPS 149

NPS B2B Net Promoter Score Loyalty 149

Experience Matters

FEBRUARY 12, 2018

We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2018. The post Report: Tech Vendors: Product and Relationship Satisfaction, 2018 appeared first on Customer Experience Matters®. And we calculated their relationship Read More.

Report 120

Report Groups Survey Data 120

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

JANUARY 12, 2018

While not exactly new to the market (both Amazon Echo and Google Home launched over a year ago) consumers are coming out in droves in 2018 to purchase these smart speakers. Data from Consumer Intelligence Research Partners reports that Amazon and Google Home have sold a combined 27 million devices in the U.S.,

Consumers 265

Consumers Advertising Report Study 265

QuestionPro Audience

AUGUST 3, 2018

Buying a car used to be a rite of passage in an American’s life, but after seven straight years of growth in new vehicle sales, 2017 reported a decline of 1.8% , with 17.2 Even worse news for manufacturers, it’s predicted 2018’s number will drop to 16.8 million cars and trucks sold. million vehicles sold.

Consumers 199

Consumers Study Report Sales 199

Retently

JULY 17, 2018

Satmetrix NICE 2018 average NPS by industry report. 2018 NPS Report Update) appeared first on Retently. If you are in healthcare, you shouldn’t compare yourself to a company that provides Internet services. It will simply give you the wrong idea. NPS shouldn’t be the end point of your benchmarking process.

Net Promoter Score 167

Net Promoter Score NPS Report Customer Satisfaction 167

Vonage

MARCH 26, 2018

Three years ago, Gartner predicted that more than half of businesses would implement significant changes to improve customer experience by 2018. according to Accenture’s Digital Disconnect in Customer Engagement report. During the webinar, Furniss broke down four ways AI will impact customer service in 2018. trillion in the U.S.,

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

QuestionPro Audience

SEPTEMBER 14, 2018

Consumers are looking for warm comfort food and substantial drinks, and we are talking the top trends for fall 2018. According to a recent report by Nielsen, millennials are more influenced (68%) by great package design than their older counterparts (54%). Consumers are turning away from the traditional bottle packaging for wine.

Trends 170

Trends Consumers Report Innovation 170

Experience Matters

AUGUST 30, 2018

Temkin Group has labelled 2018 The Year of Humanity for customer experience. Anyone who attends the Temkin Group webinars will receive a code for downloading a free copy of the report, Lessons in CX Read More. The post Temkin Group’s (Exciting) Plans For CX Day 2018 appeared first on Customer Experience Matters®.

Groups 159

Groups Report Strategy Customer Experience 159

Experience Matters

JUNE 13, 2018

In fact, only 6% of companies earned an “excellent” score in the 2018 Temkin Experience Ratings. In this report, we: Examine feedback from 10,000 U.S. The post Report: The Customer Journeys That Matter The Most appeared first on Customer Experience Matters®.

Customer Journeys 159

Customer Journeys Report Groups Industry 159

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

AskNicely

SEPTEMBER 24, 2018

” AskNicely’s NPS Software achieved #1 in satisfaction ranking (97/100 points) on the Enterprise Feedback Management Grid Report, in addition to #1 scores in: Usability Index (9.22/10). For inclusion in the report a product must have received ten or more reviews. Portland, Ore., Implementation Index (9.2/10).

Net Promoter Score 150

Net Promoter Score Software Report Feedback 150

QuestionPro Audience

FEBRUARY 15, 2018

2 – 2018 Edelman Trust Barometer. Edelman has released the results of their annual Trust Barometer, which reports on the public’s level of trust in their government across 28 countries. 5 – The Countries Where People Say The News Is Reported Accurately. Who knew Mauritania loved Despacito? By: Edelman.

Infographics 170

Infographics Ecommerce Government Social Media 170

QuestionPro Audience

APRIL 6, 2018

Advertising agencies are facing a lot of adversity in 2018. With more and more big brands like Sprint, Netflix, and L’Oreal cutting their agencies to take their advertising in-house, ad agencies are scrambling to re-route.

Advertising 207

Advertising Consumers Marketing Customer Journeys 207

CloudCherry

JANUARY 4, 2018

The retail banking industry has been dealing with massive upheaval for a while now, and things will continue in the same vein come 2018. Here are some of the trends that will define 2018 for the banking industry. Regardless, voice tech will certainly change the way people do their banking in 2018. Open Banking.

Banking 170

Banking Trends Financial Self Service 170

TechSee

MAY 20, 2020

Two years ago, we cracked open the champagne when Gartner named TechSee as a Cool Vendor in its CRM Customer Support and Service Report. Back in 2018, Gartner focused on our unique approach to system training: the crowdsourcing of expertise.

CRM 207

CRM Report Self Service Customer Service 207

Comm100

FEBRUARY 21, 2019

At the close of every year our data team puts their heads together to bring you our annual Live Chat Benchmark Report. 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.

Report 118

Report Data Wait Times Effort Score 118

Alida

NOVEMBER 10, 2017

Which emerging technology trends will shape the business world in 2018, and how will they change consumer behaviors and expectations? For 2018, experts believe smarter, cutting-edge technology will enable companies to provide better customer experiences and get more useful insight and data. Intelligent apps, analytics and things.

Trends 174

Trends Retail e-support Technology 174

Oracle

JANUARY 31, 2018

Following a record holiday season, 2018 is off to a fast start in the world of customer experience. Equity Research, said holiday reports topped expectations. So how do CX professionals know what to expect as far as consumer behaviors, trends, and otherwise in 2018? CPQ Software Trends for 2018. Check it out.

Customer Experience 80

Customer Experience CRM Trends Retail 80

Comm100

FEBRUARY 21, 2019

At the close of every year our data team puts their heads together to bring you our annual Live Chat Benchmark Report. 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.

Report 100

Report Data Wait Times Effort Score 100

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

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. Take a peek and you’ll see what we mean.

Automotive 40

Automotive Report Effort Score Sports 40

BlueOcean

DECEMBER 17, 2018

Four years ago, we reported that Americans would spend a forecasted $600 billion during the 2014 holiday season. In 2018, that number has skyrocketed to a massive $1.1 For instance, crafting themes for your spikes like “Holiday Hell 2018” or “Operation Save Christmas” can help rally your troops and create a culture of resilience.

Contact Center 136

Contact Center Gamification Retail Course 136

ChurnZero

SEPTEMBER 20, 2018

We are proud to announce that ChurnZero has been named a Leader in the Customer Success category by G2 Crowd in their Fall 2018 Gri d ® Report. The post ChurnZero Named a Leader in G2 Crowd’s Fall 2018 Report appeared first on ChurnZero. For more information, go to G2Crowd.com.

Report 45

Report Software Customer Satisfaction Customer Success 45

CX Journey

JANUARY 2, 2019

Image courtesy of Pixabay What was on the minds of CX professionals in 2018? It 's fun to see what was interesting for you - my audience - to read in 2018. I shared 58 blog posts (that includes a few posts from guest authors) in 2018; here are the top eight (because 18 would be way too many!) How do we show ROI?

Employee Engagement 94

Employee Engagement ROI Metrics Omni-Channel 94

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. This blog post is not about the top customer service trends to watch out for in 2018. The following best practices set contemporary leaders in innovation apart from the pack and represent what exceptional customer service looks like in 2018. billion U.S.

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

CloudCherry

OCTOBER 25, 2018

Even the CEO was held accountable to adoption metrics when reporting to the board. The post Takeaways from CEM Asia 2018: Quantifying the Impact of CX appeared first on CloudCherry. Raju originally started by defining adoption metrics to track the rollout of the CX program by measuring behavior – not just outcomes.

CEM 170

CEM ROI Metrics Call Center 170

Customer Bliss

DECEMBER 15, 2017

Last month, Forrester released a new report, “ Predictions 2018: The Crisis Of Trust And How Smart Brands Will Shape CX In Response, ” and it was a great read – it confirmed many of the things that myself and other CX experts alike have been touting for years. ” -Forrester Predictions 2018. I wholeheartedly agree!

Customer Experience 286

Customer Experience Culture Report System 286

CloudCherry

DECEMBER 1, 2018

Even the CEO was held accountable to adoption metrics when reporting to the board. The post Takeaways from CEM Asia 2018: Quantifying the Impact of CX appeared first on CloudCherry. Raju originally started by defining adoption metrics to track the rollout of the CX program by measuring behavior – not just outcomes.

CEM 150

CEM ROI Metrics Call Center 150

C3Centricity

AUGUST 20, 2017

Do you know how you’re going to beat the competition in 2018? Do you know which area offers you the biggest chance of beating the competition in 2018? And the summary report will give you exactly what you need to change. Subscribe on Apple Podcasts to get new episodes as they become available.”.

Innovation 120

Innovation Competitive Advantage Meeting Strategy 120

Experience Matters

FEBRUARY 28, 2019

.” Check out some data from our recent research: In our Q3 2018 Consumer Benchmark Study, we found that 40% of full time U.S. ” In the report, Employee Engagement Competency & Maturity, 2018, we found that only 40% of executives within large organizations put a high priority on taking action based on Read More.

Feedback 265

Feedback Engagement Employee Engagement Study 265

ForeSee

JANUARY 15, 2018

Today we’re pleased to announce the release of the 2018 Retail Customer Experience (CX) Insights report, our annual research study that examines key trends and data that are driving the. The post 2018 Retail CX Insight Report examines key trends and data helping drive the retail renaissance appeared first on ForeSee.

Retail 40

Retail Trends Report Data 40

ShepHyken

JANUARY 29, 2018

Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. LiveChat) The report contains key customer service findings from 2017 and trends for 2018. My Comment: My friends at LiveChat have put out a 2018 customer service report. Follow on Twitter: @Hyken.

Customer Service 92

Customer Service Social Media Tips Trends 92

NetBase

NOVEMBER 25, 2019

The 2019 Consumer Packaged Goods Industry Report is here! Jumping right in, let’s kick it off strong with some stats from the report that offer amazing potential: According to Investopedia, The CPG industry is one of the largest industries in North America, with average annual revenue in 2018 exceeding $2 Trillion dollars!

Social Media 52

Social Media Report Consumers Industry 52