Calabrio

MAY 10, 2019

I’m excited to share that Calabrio is sponsoring the Gartner Customer Experience & Technologies Summit 2019 on 22-23 May in London. In this foundational course, Michael Chiu, Sr Director Analyst at Gartner, will walk you through what customer experience is, how to get started and how to measure your progress.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

Alliance by IFS

JUNE 27, 2019

A recent Aberdeen whitepaper State of Service 2019: Mobile Technologies Drive Field Success explores how customers, field technicians and the rest of your organization is impacted by the following industry changes. Bringing real-time analytics to your workforce. Bringing Field Service into the Future. Download Whitepaper.

Exceptional Customer Service 86

Exceptional Customer Service Technology Connections Analytics 86

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

Gravy Analytics

AUGUST 21, 2019

We analyzed location data from consumer mobile devices observed at standalone Starbucks locations between July 15 and October 13, 2018 to see what happened last year—and make a few predictions for 2019. Every day, Gravy Analytics processes billions of anonymous, mobile location signals to create its industry-leading location intelligence.

Measurement 68

Measurement Data Analytics Consumers 68

ShepHyken

JULY 29, 2019

And now, with the help of emotion detection and analytics, more companies are tuning into their customers’ feelings in an attempt to learn what makes them tick. My Comment: We measure sales, customer service, satisfaction, etc. The post 5 Top Customer Service Articles for the Week of July 29, 2019 appeared first on Shep Hyken.

Customer Service 120

Customer Service Customer Success Customer Service Training Measurement 120

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

Lithium

DECEMBER 28, 2020

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Expanded paid planning measurement. Custom calculations to align analytics to the business.

Omni-Channel 52

Omni-Channel Engagement Social Media Roadmap 52

Alliance by IFS

JULY 11, 2019

For many field service organizations, success is measured by when a technician arrived, not if they fixed a problem and made the customer happy or added value for the customer. The post State of Service 2019: Field Service Evolution Focused on Customer Satisfaction appeared first on Astea. Want to learn more?

Customer Satisfaction 88

Customer Satisfaction Customer Centricity Video Trends 88

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. That proved to be true in 2018, and we expect that 2019 will continue this growth. We predict that in 2019: More brands will bring journeys in-house.

Customer Journeys 45

Customer Journeys Analytics Trends Customers 45

Forrester's Customer Insights

DECEMBER 6, 2018

But many marketers struggle to meet these expectations, hampered by long-established habits and lack of knowledge about new data- and analytics-enabled measurement approaches. Marketers are held to an ever-higher standard of accountability to ROI and business impact.

Trends 49

Trends Measurement Marketing ROI 49

NetBase

MAY 2, 2019

What netnography in 2019 offers is more than a buyer persona based on demographics and assumptions. Reach out to learn how AI-boosted Analytics can level up your efforts! The post Using Netnography in 2019 to Engage & Convert appeared first on NetBase. Are your netnography tools up to par?

Engagement 71

Engagement Entertainment Sports Social Media 71

SurveySparrow

JANUARY 5, 2021

They’re not aware of the benefits of employee experience, or they don’t know how to measure the returns on employee experience. However, businesses may find it hard to measure the returns on employee experience. Here’s how you can measure return employee experience to gain long term success. .

Employee Experience 52

Employee Experience Measurement Net Promoter Score Effort Score 52

Calabrio

JULY 25, 2019

As our 2018 “Engager,” Radial a bpost company , used Calabrio ONE to unify data from disparate sources into a powerful analytics engine that empowers business users, decision makers and analysts to use valuable insights to drive change. The Humanizer award comes to Calabrio straight from our Teleopti acquisition and is new for 2019.

Contact Center 153

Contact Center Abandon Rate Innovation Government 153

GetFeedback

AUGUST 14, 2019

The ACSI is an economic indicator that measures the satisfaction of consumers across the U.S. In the latest measurement, in Q1 2019, the ACSI was 76.5 Go beyond basic analytics. Measure your Customer Satisfaction Score (CSAT) and its ROI with our interactive calculator. out of 100. out of 100. It’s not a quick fix.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

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

Talkdesk

MAY 10, 2019

Sheila McGee-Smith of McGee-Smith Analytics and Patrick Russell, Principal, Product Innovation Marketing at Talkdesk, joined together in a recent webinar to discuss the five must-haves for the 2019 call center. The post 5 Must Haves for the 2019 Call Center appeared first on Talkdesk. How Do Metrics Change in an AI World?

Call Center 50

Call Center Contact Center Average Handle Time Chatbots 50

NetBase

JANUARY 9, 2019

The NetBase Industry Report 2019: Retail explores where some of the biggest names in retail rank, and why – as well as what brands can learn from those at the top, bottom, and everywhere in between. It’s all inside the NetBase Industry Report 2019: Retail. Want to learn more about what social analytics can do for your brand?

Retail 45

Retail Report Industry Strategy 45

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? Oracle Infinity in Action – How to Measure Your Marketing Performance.

Marketing 45

Marketing Customer Experience B2C Conference 45

SurveySparrow

JULY 17, 2019

A brilliantly designed customer experience management software would also help you recognize customer trends, identify at-risk customers, measure customer satisfaction, scale customer loyalty, and more. Here we have listed the top 10 customer experience management software in 2019 to help you be a customer experience rockstar.

Customer Experience Management 55

Customer Experience Management Software Customer Experience Management 55

SurveySparrow

APRIL 29, 2019

Blue-ribbon features: Google Analytics integration, easy to use, and free. Probably the best thing about this app is how it is focused not just on measuring satisfaction, but making it easy for you to improve it also. AskNicely is a platform that primarily measures NPS, the industry standard for measuring loyalty and predicting growth.

Tools 75

Tools Feedback Survey Software 75

Chadwick Martin Bailey

MARCH 12, 2019

Here are three key questions and insights to share with your team: How will we incorporate behavioral analytics into our work this year and beyond? For example, DISQO (formerly Active Measure) has an unprecedented panel of about 150,000 desktops that provide real insight into consumers’ digital behaviors. to sub-events (e.g.,

ROI 56

ROI Consumers Financial Analytics 56

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Expanded paid planning measurement. Custom calculations to align analytics to the business.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Expanded paid planning measurement. Custom calculations to align analytics to the business.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40

NetBase

NOVEMBER 12, 2019

And measuring awareness on Instagram once the likes are gone is a real concern for businesses – and influencers. Instagram started hiding likes in Canada and expanded the test to Ireland, Italy, Japan, Brazil, Australia and New Zealand in July of 2019. Who Measures Brand Awareness with Likes Anyway? But it shouldn’t be.

Measurement 40

Measurement Social Media Analytics Brands 40

Optimove

AUGUST 12, 2021

This is our second straight appearance in this report, after being named a “Strong Performer” back in Q4 2019. “Optimove has raised its game across nearly every CCCM criterion since it appeared in our 2019 edition of this evaluation,” stated the Forrester report. Understanding The Wave Report. Current Offering.

Management 98

Management CRM Telecommunications Report 98

NetBase

NOVEMBER 12, 2019

And measuring awareness on Instagram once the likes are gone is a real concern for businesses – and influencers. Instagram started hiding likes in Canada and expanded the test to Ireland, Italy, Japan, Brazil, Australia and New Zealand in July of 2019. Who Measures Brand Awareness with Likes Anyway? But it shouldn’t be.

Measurement 40

Measurement Social Media Analytics Brands 40

Lumoa

SEPTEMBER 30, 2022

According to PwC’s data, direct or digital banks now hold 20% of the market share, doubling since 2019. Four out of five industry leaders believe that non-traditional providers are a legitimate threat to conventional banks, a huge spike compared to the 55% registered in 2019. . Adapting Customer Service in Real-Time.

Banking 236

Banking Customer Experience Self Service Financial 236

Daniel Group

SEPTEMBER 18, 2019

I’ve heard this question a lot from companies who measure customer loyalty using a 1-10 rating scale. A number of popular customer loyalty measurement systems sort customers into loyalty buckets based on their answers to a 1-10 rating question, and an 8 often falls into a middle-of-the-road “meh” bucket. And the survey says… meh.

Strategy 40

Strategy Net Promoter Score Effort Score NPS 40

Maru Group

FEBRUARY 14, 2023

A 2019 LinkedIn workforce learning program reveals 94% of employees say they would stay at a company longer if it invested in their learning and development. Additionally, organizations looking to get the most out of their L&D programs need a comprehensive measurement process.

ROI 78

ROI How To Training Survey 78

Grade.us

APRIL 17, 2019

At its core, this is what local business digital analytics is all about. Most agencies are responsible for knowing digital analytics. They discuss analytics with their clients, using the data to outline their campaign wins and losses. When it comes to data and digital analytics, clients are quickly overwhelmed.

Analytics 21

Analytics Course Social Media Analysis 21

SurveySparrow

APRIL 18, 2019

Too eager to see the top chatbots in 2019? Here in this article, find our list for the top 10 chatbots to look out for in 2019. Your usage will be measured against the requests processed. The bot holds strong integrations with Microsoft APIs including Bing search, Text ANalytics API and Cognitive Services.

Chatbots 76

Chatbots e-support Entertainment Hospitality 76

NICE inContact

OCTOBER 30, 2019

With an extensive portfolio of technology, products, and solutions, including workforce and quality management, real-time automation, interaction recording, voice of the customer, performance management, and analytics, our customers are uniquely positioned to positively impact performance.

Net Promoter Score 120

Net Promoter Score Conference Hotels First Call Resolution 120

Magellan Solutions

FEBRUARY 26, 2024

Topics span integration tactics, measures of success, and preparing call centers for an AI-enabled future. It provides more comprehensive call analytics. Intelligent Analytics Dashboards AI for call centers provides in-depth analytics on call times, first resolution, and more.

Call Center 52

Call Center Customer Service Contact Center Roadmap 52

Qualtrics

FEBRUARY 6, 2019

Below are 10 product experience conferences that you should check out for 2019. Date: March 5-8, 2019. Gather and measure feedback at every stage of development. Date: July 15-16, 2019. Other dates: Manchester – Feb 7-8, 2019. Singapore – March 25-26, 2019. Hamburg – May 22-24, 2019.

Conference 33

Conference Management Innovation Roadmap 33

GetFeedback

JULY 19, 2019

And yet, it’s not surprising to know companies categorized as customer-centric reported much higher revenue than their counterparts, as documented in Hotjar’s 2019 State of Customer Experience Report. Communicate how you will measure success. To know what to measure, it’s important to understand the actual customer.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

NetBase

AUGUST 16, 2019

Our NetBase LIVE conferences in Los Angeles and New York will have you in fighting shape to end 2019 on a high note! Are you ready to enter the new era in social analytics ? Where will you be on October 22 nd and 23 rd 2019 ? The Power of Artificial Intelligence: Social Media Analytics, the 2.0 And Gil has some answers!

Social Media 62

Social Media Conference Analytics Multi-Channel 62

Confirmit

JANUARY 23, 2020

She talks about the importance of not only having a vision for CX, but of using a phased approach with clear control and measurement to achieve that vision in stages. In highlighting some of the more advanced elements of Computacenter’s program, Donna also talks about the role of text analytics within their approach.

Case Study 52

Case Study Analytics Video Culture 52