Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Published on: December 11, 2019. Author: Pauline Ashenden - Marketing Manager As the end of the year approaches, now is the perfect time to evaluate how the customer service sector has performed in 2019.

Self Service 75

Self Service Customer Service Social Media NPS 75

Eptica

APRIL 12, 2019

Date: Friday, April 12, 2019 Author: Pauline Ashenden - Marketing Manager Analyzing CX sentiment in 2019. Published on: April 12, 2019. Nearly a quarter of experiences (23.6%) failed to deliver satisfaction at the first attempt, forcing consumers to follow up with brands. Share this page on: Tweet.

Conference 76

Conference Self Service Fashion Ecommerce 76

TechSee

FEBRUARY 19, 2019

As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. MWC Barcelona 2019 Self-Service Sessions not to be missed. From conversational commerce to crowdsourced design, eye-level interactions with customers are at the heart of the next wave of customer experience innovations. In a nutshell.

Self Service 95

Self Service Innovation Telecommunications Consumers 95

NetBase

JULY 25, 2019

Wondering if your marketing efforts are up to snuff when compared to other brands in your industry? Our 2019 Global Social Media Market Survey Report presents findings from a global survey of more than 1,700 senior marketers around the world. Even if your brand isn’t international, your competitors are. monitor brand heath.

Social Media 65

Social Media Report Survey Marketing 65

Lumoa

SEPTEMBER 30, 2022

It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. It’s estimated that 61% of bank customers interact with their institution’s digital channels on a weekly basis. Personalizing Digital Interactions, Including Chatbot, and Human Interactions .

Banking 236

Banking Customer Experience Self Service Financial 236

TechSee

DECEMBER 31, 2019

Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. As 2019 comes to a close, they must better prepare for the new decade and beyond. Analytics will drive hyper-personalized experiences. billion by 2024, up from $220 million in 2019.

Trends 136

Trends Customer Service Self Service Contact Center 136

NetBase

JANUARY 15, 2020

What do you get when you cross powerful brand marketing with live television? Thanks to Popeye’s branding win, it’s now something that will be mentioned in marketing materials for years to come. Their marketing has been on fire since August of 2019, when it set off a Chicken Sandwich War. Popeye’s is to blame! Absolutely.

Brands 95

Brands Touchpoint Consumers Marketing 95

Kayako

JANUARY 3, 2019

The fact of the matter is that if your customer’s experience is poor, customers will eventually switch brands – it’s only a matter of time. This means businesses are losing revenue simply based on a customer’s initial impression of them, and this happens even before any actual interactions take place. Instant gratification.

Trends 156

Trends Customer Experience Ecommerce Analytics 156

Oracle

FEBRUARY 12, 2019

Oracle Modern Customer Experience 2019 will take place March 19-21 at the Mandalay Bay Convention Center in Las Vegas, with 100+ planned sessions focusing on the hottest topics in customer experience. Ready to register for Oracle Modern Customer Experience 2019? Here are 5 of the upcoming, fascinating cross-cx sessions.

Customer Experience 71

Customer Experience Conference Chatbots Analytics 71

NetBase

MARCH 10, 2020

There are so many ways social analytics helps brands win, though some of those ways are much more exciting than others. When we see next generation AI helping brands predict trends, things get spicy. Unexpected insight has a way of raising brand managers’ adrenaline levels. In 2019, there was a $166.2M

Trends 56

Trends Brands Ecommerce Automotive 56

Kitewheel

JANUARY 4, 2019

This transformation has given us a clearer picture of the path customer journeys will take in 2019 and how we can best support the changing landscape. Kitewheel also saw a surge of interest from brands and agencies in markets that are just beginning to bring customer journeys to life. Key Customer Journey Trends in 2019.

Customer Journeys 45

Customer Journeys Analytics Trends Customers 45

Gainsight

MAY 23, 2019

In addition to the exciting announcement of the Gainsight Customer Cloud at Pulse 2019 and new offerings that include Gainsight CDP, CX and RO, our product leaders also shared an incredible list of innovations to our existing products. Mobile Analytics & Engagement. When it rains, it pours—products and features, that is!

Effort Score 75

Effort Score Analytics Report Data 75

GetFeedback

AUGUST 14, 2019

In the latest measurement, in Q1 2019, the ACSI was 76.5 Preferences for how they interact with your brand today will certainly shift in the future. And, finally, customers leave crumbs of data with every interaction and transaction with your company; use that data to better understand your customers, as well. out of 100.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

CSM Magazine

DECEMBER 18, 2018

As the year draws to an end, Philip Say, VP of Innovation Product Management at Sutherland Labs makes his CX predictions for 2019. Providing insights based on a customer’s context and previous activity will become the new normal – and brands are only starting to scratch the surface of what is possible. About the Author.

Customer Experience 79

Customer Experience Chatbots Hospitality Hotels 79

NetBase

JULY 27, 2020

But since COVID-19 hit, brands are considering fewer choices for consumers. Brands offering everything from toilet paper to cars are scaling back to ease pressure on factories and stores, instead devoting time and money toward extra, seemingly unnecessary items. For example, Household CPG sales are up 17% from 2019.

Consumers 59

Consumers Brands Comparison Social Media 59

Kitewheel

JUNE 20, 2019

2019 Highlights. Here at Kitewheel, we just released the State of Customer Journey Report 2019. This is our biggest data analytical report to date, with over 10 Billion digital and in-person customer interactions tracked and recorded. Another year and so many more customer journeys to analyze.

Customer Journeys 45

Customer Journeys Omni-Channel B2C B2B 45

BlueOcean

AUGUST 9, 2021

Contact Center Data Analytics. 84% of contact centers around the globe already have some capability in data analytics as it relates to the customer experience, particularly in the realm of data collection. Other areas of customer experience data analytics are likely to continue growing in use and popularity in many contact centers.

Contact Center 156

Contact Center Technology Self Service Analytics 156

GetFeedback

APRIL 3, 2019

Chris Hogan, Business Analytics and Modeling, YETI. I am the Associate Manager of Data Analytics & Modeling for our Customer Engagement Group. I’m responsible for many of the reports and analytics our team uses for team performance, contact trends, and forecasting staff and contact volume. YETI has a cool history.

Feedback 220

Feedback Omni-Channel Self Service Analytics 220

Eptica

OCTOBER 9, 2019

Date: Wednesday, October 9, 2019 Author: Pauline Ashenden - Marketing Manager National Customer Service Week 2019: The 3 key factors behind successful customer service. Published on: October 09, 2019. Good service builds trust, which in turn creates happy, loyal customers who spend more and stay longer with a brand.

Customer Service 60

Customer Service Self Service Contact Center Customer Centricity 60

CSM Magazine

JANUARY 23, 2019

With this in mind, here are 10 top trends for contact centers and the customer experience in 2019. Brands will start going back to basics. There are increasing numbers of brands focusing on the CX rather than basic contact center metrics, which is a positive move for the industry as a whole. Natural language bots will grow.

Contact Center 55

Contact Center Chatbots Omni-Channel Analytics 55

TechSee

JUNE 10, 2021

Deal with Data Analytics. Data analytics can also help companies assess the types of calls that resulted in a No Fault Found truck roll – a huge waste of time and resources — and develop remote solutions that would improve future workflows. By 2025, the IDC predicts that the number will rise to 41.6 billion devices.

Self Service 207

Self Service Innovation Analytics Transportation 207

NetBase

MARCH 13, 2019

Leveraging social media means being where your audience is – and for almost every brand or business in 2019, that means Instagram. They may be segments you haven’t discovered yet, but that’s exactly why you need social analytics tools – to ensure your information is backed by data, not assumptions. But that’s not all….

Video 70

Video Sports Social Media Analytics 70

Eptica

JANUARY 23, 2019

Date: Wednesday, January 23, 2019 Author: Pascal Gauvrit - CTO 4 reasons email is on the rise in 2019. Published on: January 23, 2019. Brands therefore need to both be ready for the greater email volumes that smartphones bring, and use the extra functionality, such as high resolution cameras, that they contain.

Social Media 62

Social Media Consumers Knowledge Base Customer Satisfaction 62

NetBase

JUNE 5, 2020

Brand advertising budgets continuing to shift towards online and social media. AT&T, HBO Max, Peacock, Hulu and Quibi offer ways for brands to reach more consumers. 52% of all online brand discovery still happens in public social feeds. What does this mean for brands’ advertising dollars? Top Shows are Shifting.

Innovation 73

Innovation Brands Social Media Advertising 73

ShepHyken

FEBRUARY 18, 2019

Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. According to the author of this article, three big technologies will impact CX; conversational bots, the Internet of Things (IoT) and analytics through machine learning (AI). 3 Customer Loyalty Trends for 2019 by SmarterCX Team.

Customer Service 62

Customer Service Retail Ecommerce Trends 62

Oracle

APRIL 23, 2019

Rand, I hear that you have a customer insight retail analytics solution to show me. How are they interacting with our brand?” The post Smarter Demos: Using Insightful Customer Analytics to Drive Loyalty appeared first on SmarterCX. Watch our interview and read the transcript below. How are they clicking?

Analytics 45

Analytics Loyalty Rewards Programs Retail 45

NetBase

JUNE 19, 2019

With social audiences relying on other consumers (versus brands) for information and recommendations on everything from laundry detergent to Netflix shows, it makes perfect sense that brands would turn to members of their audience when marketing. This is why influencer marketing has become such a crucial tool for brands to use.

Brands 74

Brands Entertainment Social Media Consumers 74

NetBase

SEPTEMBER 30, 2019

So, what are the top hashtags for Cosmetics Companies in 2019? Let’s check them out, along with other social analytics insight , to see what they reveal about the industry, consumer expectations and potential marketing tactics! This makes top hashtag mentions both good and bad for brands to add to their marketing toolbox.

Company 46

Company Fashion Automotive Consumers 46

Team HGS

JANUARY 9, 2019

HGS Roundtable: Top Customer Experience (CX) Trends in 2019. For our 2019 predictions, we are honored to share unique and well-informed perspectives from an elite group of industry thought leaders. EXPECTATIONS: Brands strive to meet the extraordinary expectations of today’s connected customer.

Trends 40

Trends Self Service Customer Experience Social Media 40

Forrester's Customer Insights

FEBRUARY 27, 2019

One of our 2019 B2C marketing predictions is that enterprise marketing technology will meld with customer experience (CX) investments to deliver the relevancy and consistency that consumers crave from brands. Real-time interaction management (RTIM) provides critical capabilities that enable marketers to realize their CX ambitions.

Interaction 46

Interaction B2C Management Marketing 46

Oracle

JANUARY 30, 2019

Oracle Modern Customer Experience 2019 will take place March 19-21 at the Mandalay Bay Convention Center in Las Vegas, with 100+ planned sessions focusing on the hottest topics in customer experience. Ready to register for Modern CX 2019? Over 40 of these sessions will focus specifically on marketing trends and technologies.

Marketing 45

Marketing Customer Experience B2C Conference 45

Oracle

MAY 9, 2019

Field Service USA 2019 in Palm Springs offered a cutting-edge agenda, looking at some of the latest trends and most common challenges brands face in the field today. Here’s a closer look at some of the biggest insights from the Field Service USA 2019 event. Field Service USA 2019 highlighted important CX trends.

e-support 56

e-support Financial Trends Innovation 56

NetBase

SEPTEMBER 10, 2019

Creating a social analytics lookback informs future planning. And it helps brands learn from challenges, repeat successes and continue to grow in this ultra-competitive online environment. How is a social analytics lookback different from reviewing traditional data? Getting Specific with Social Analytics Insight.

Analytics 45

Analytics Culture B2C Communication 45

SurveySparrow

JULY 17, 2019

Here we have listed the top 10 customer experience management software in 2019 to help you be a customer experience rockstar. Using advanced analytics features surveys can trigger remedial measures to rectify the shortcomings. The built-in text analytics helps to monitor and decipher comments left by your customers.

Customer Experience Management 55

Customer Experience Management Software Customer Experience Management 55

Fox Metrics

JUNE 25, 2020

A 2019 Edelman Brand Trust Survey found that 60% of consumers trust the opinion of influencers about products and services. Google analytics Not Sufficient. Google Analytics offers so much for a free tool. It’s data sampling also distort your analytics, so you only see a portion of your data. Interactive Content.

Trends 111

Trends Marketing Social Media Advertising 111

SurveySparrow

APRIL 18, 2019

Too eager to see the top chatbots in 2019? With more and more businesses choosing chatbots to automate many of their customer interactions, it’s hard to choose the one you need from it. Generally speaking, chatbots streamline the interactions your customer has with you. Sounds like a unicorn, doesn’t it? Jump to the list.

Chatbots 76

Chatbots e-support Entertainment Hospitality 76

NetBase

NOVEMBER 20, 2019

Our latest Social Media Industry Report 2019: Holiday Gifts: Gen Z & Millennial Picks shares that exact intel. It’s focused on top generational picks, and is here just in time for brands to put the finishing touches on their seasonal offerings. All brands were ranked per each score, and then given a cumulative score.

Fashion 40

Fashion Report Social Media Groups 40