2019 predictions for ambitious contact centres


Brands still struggle with the reality that omni-channel is about customer choice not cost reduction. Some brands have even gone as far as embedding this methodology and mindset into customer service teams as well. In an age of increasing automation, leveraging the human touch effectively will define the success of brand engagement. Negative emotional outcomes drive us away from brands. It’s my favourite webinar of the year – our most popular and great fun!

Revisiting Our Top 10 Most Popular CX Posts Of 2019

Experience Investigators by 360Connext

And while I’m all about looking forward more than I look back, it’s worth remembering that a lot of the articles written on Experience Investigators in 2019 are just as relevant in 2020… some even more so!


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Brand Passion Report 2019: Top Loved Brands


Using our powerful Next Generation AI capabilities , we captured the most loved brands across the globe to create the Brand Passion Report 2019: Top Loved Global Brands. In it, we share insight around what consumers find so attractive about these brands, from both a category and entity perspective. Why Brand Passion Matters. Consumer preference is tricky to pin down and can feel like lots of luck (or being unlucky) determines a brand’s failure of success.

3 Customer Loyalty Trends for 2019


And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs. As retailers big and small reimagine their loyalty programs to meet evolving customer expectations, the experts weigh in on the loyalty trends they believe will be hot in 2019, as reported in Oracle’s 2019 Loyalty Predictions Report. We’ve complied a preview of the report below, and to check out all 7 loyalty predictions for 2019, view the full report.

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

2019 Marketing Predictive Customer Experience


I might have enough data about you to know: that you like shoes that are a certain brand, I know you like them at a specific price range, I know you typically shop on the weekends, and I know your preferred method of communication is SMS. Imagine if you could prevent a car owner from ever leaving the brand they 1 st purchased? The post 2019 Marketing Predictive Customer Experience appeared first on CloudCherry. Predictive Analytics is such a buzzword isn’t it?

Member Experience Challenges for 2019


This was a short webinar that went on for about 45 minutes and the majority of the issues presented by the speakers and the questions raised by the host revolved around ‘Member experience challenges’ and how to create solutions for the current year- 2019. Every customer has his/her own journey with a brand or product and as individuals, they have various expectations and satisfaction levels. The post Member Experience Challenges for 2019 appeared first on CloudCherry.

10 Hot Retail Trends in 2019


At NRF 2019 , we asked retail leaders, “What are the top retail trends in 2019?” So, I think that’s something that we’re going to see a lot of in 2019.” “Brands are starting to decentralize their whole marketing efforts. They’re advocates who can spread the word into multiple different channels in all these different ways that brands never could do previously.” Market Trends 2019 Predictions

Future of Retail: How Brands Should Handle Automation In 2019

Forrester's Customer Insights

To help retailers and brands plan for 2019, Claudia Tajima and I are interviewing our Forrester peers to discover how their 2019 predictions will affect retail for our series: “Applying 2019 Predictions to Retail.” thinks retailers and brands should expect and focus on regarding automation in 2019. age of the customer automation predictions 2019 retail promoted

A CX Snapshot: 2019 Insights from B2B Organizations


Gartner found that over 80% of organizations expected to compete mainly based on CX in 2019. A separate research report by CustomerThink revealed that 74% of organizations with CX initiatives believe customer experience will overtake price and product as the key brand differentiator by 2020. A recent snapshot of survey results from Forrester’s CX NYC 2019 conference shows where B2B companies stand in the battle for CX dominance. Photo by Austin Distel. Photo by Ambrose Chua.

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Building Your Customer Education Brand: Using Customer Champions to Drive Widespread Program Adoption

Speaker: Natasha Husein, Product Marketing Manager, Clever

When you’re building a Customer Education program, your efforts will largely focus on content creation and strategy. In the midst of that development, it’s easy to overlook another core component of your program: marketing. In this webinar, Natasha Husein, Product Marketing Manager at classroom learning technology company, Clever, will present her strategy for branding Clever Academy, and creating customer champions that drive widespread program adoption across its broad user base.

The Future of Brand Building is Customer Centricity


Brand Building. Many large CPG companies, such as P&G, Coca-Cola and Nestle, have changed the name of their Marketing departments in the past twenty years, to Brand Building. And with few exceptions, they prioritised thoughts about themselves and their brands, and rarely took their customers’ perspective. That’s why consumers now often have a portfolio of brands from which they choose in many categories. Moving Beyond Brand Building.

Customer Experience Best Books of 2019 – 2020 Readings


Customer Experience Best Books of 2019 -2020 Yearly List. The post Customer Experience Best Books of 2019 – 2020 Readings appeared first on Eglobalis.

7 Secrets to Business Growth from Leading Global Brands


Their brands have not performed as well as they had hoped this year and they are looking for a solution – fast! In particular, they have all said that one or more of their brands is stable – to be polite – and that they want to reverse the trend. How to Stop a Declining Brand. OK, let’s get straight to the point with the most painful of situations first, that of a declining brand. Insight #MRX #Marketing #Brand Click To Tweet.

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How Brands Cash In On March Madness

QuestionPro Audience

The Madness of March. Many sports fans claim the only thing that gets them through the tedious month of March, when spring is so close you can taste it, is the NCAA Men’s Basketball Tournament, better known as March Madness.

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Crafting Digital Communication Experiences Your Customers Will Love

Speaker: Hillary Curran, Head of Customer Experience, Guru

So much of today’s customer experience happens online. Your customer’s expectation — whether reaching out about an issue via chat, completing an online form for an event, phoning a call center, or browsing your website’s resources — is an effortless and efficient information transfer, so they can get back to focusing on their bottom line. The digital communication experiences you provide your customers can have a make-or-break impact on their opinions of your product and services, as well as your brand. So, what things must you consider when crafting an ideal digital communication experience? Hillary Curran, Head of Customer Experience at Guru, will share several tools to help you create thoughtful, delightful, and engaging experiences for your customers as you scale.

Make Memory Creation the Currency of Your Brand

Customer Bliss

Make memory creation the currency of your brand. A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Jan 4, 2019 at 12:12pm PST. In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

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2019 Luxury Brands Industry Report


Wondering how top Automobile, Beauty, Fashion, High-end, Hotels, Jewelry, eCommerce and Retail luxury brands are faring in this increasingly social media-driven environment? You can see what we discovered in NetBase’s 2019 Luxury Brands Industry Report – but first, a preview with some highlights! Every second someone posts about a brand online. To assume a post per second is about a brand is likely understating things.

Future Of Retail: How Social Communities Will Impact Brands And Retailers In 2019

Forrester's Customer Insights

Here’s what retailers and brands can expect and should focus on regarding social communities and social media for the rest of 2019. B2C marketing predictions 2019 retail social marketing social media promoted

Understanding the Emotional Connection to Your Brand

InMoment XI

Do you know how your customers feel about your brand? The ROI of Feelings A recent study conducted by MaritzCX found that 80% of the companies who proactively gather, analyze, manage and use insights into customers’ feelings have better financial performance, year-over-year. What about your employees, do you know how they feel? Furthermore, is the. View Article. General

The Health of the Contact Center: Are You Ready for 2019?

Brands like Sephora are racking up accolades both in-store and online with corresponding benefits. center, showing that brands are willing to do—and spend—what it takes to create loyal customers. Many brands aren’t. is mounting, and brands risk agent burnout and customer churn.

Brand and Experience: What to Expect in 2019


The post Brand and Experience: What to Expect in 2019 appeared first on Brand and Marketing Consultancy | Prophet. Brand & Experience Blog customer experienceWhen it comes to predictions, it’s always tempting to hype new ideas just to sound fresh. But in reality, the four major trends we see as the most important aren’t anything drastically new. But we’ve seen them grow and shift in magnitude.

Gain Workforce Optimization Tips from Top Brands

NICE inContact

The post Gain Workforce Optimization Tips from Top Brands appeared first on NICE inContact Blog. Contact centers need to manage, engage and retain their contact centers’ most important resource—their people. Workforce optimization can provide the insights, analytics and clarity into productivity to build and keep an expert team.

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Gain Workforce Optimization Tips from Top Brands

NICE inContact

The post Gain Workforce Optimization Tips from Top Brands appeared first on NICE inContact Blog. Contact centers need to manage, engage and retain their contact centers’ most important resource—their people. Workforce optimization can provide the insights, analytics and clarity into productivity to build and keep an expert team.

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3 Customer Experience Trends to Watch Out For in 2019


Now that 2018 is slowly wrapping up, companies are looking into starting 2019 with a ready-to-go customer experience strategy. 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. So, if you’re just thinking of starting 2019 by applying a customer experience strategy to your business – here are some key trends you might want to keep an eye out for to help you get started.

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To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

5 Trends Set to Define Next Generation Customer Experience in 2019


If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Without further ado, here are 5 standout meta-trends with the potential to shape customer journey creation and curation in 2019.

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CX Day 2019: What Is it, When Is It, and How to Make the Most Of It

Experience Investigators by 360Connext

Wanted to improve your brand culture. The post CX Day 2019: What Is it, When Is It, and How to Make the Most Of It appeared first on Experience Investigators. Brand CultureWhat is CX Day? We celebrate with learning, professional development opportunities, awards, and celebrations of all kinds. CX Day is a day all about learning, sharing, and celebrating with the Customer Experience community.

CX in 2019 is All About Trust: Here’s How to Earn It and Keep It


And as we head into 2019, trust is at an all-time low. The sharpest decline was right here in the US, as 42% of buyers reported not knowing which brands they could trust. Trust will be the #1 charter of the CMO in 2019. Whereas in prior years, our biggest challenge may have been differentiation and earning the attention of distracted buyers (both still a struggle), in 2019, differentiation is not enough, and earning attention is not enough.

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Brand Portfolio Secrets to Success (The 5 Things You Need to Know)


How do you know when you have too many variants in your brand portfolio? One of the most popular evergreen posts on C3Centricity is “The Beginners Guide to Brand Portfolio Management.” consumer #brand #Marketing Click To Tweet. CORPORATIONS ARE BRANDS TOO!

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5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!

Guest Blog: How to Engage Customers with Your Brand


These are not only customers but brand loyals. Brand loyals are willing to spend more and have more trust in you than other brands. In 2020 , customer experience will overtake price and product quality as the key brand differentiator. An effective customer engagement platform allows you to reward your brand loyals. The ultimate goal of any business, here, is to nurture long-term affinity and loyalty for the brand.

SAP CX Live Munich Recap: 3 Universal CX Challenges for Big Brands

Experience Investigators by 360Connext

We like to believe this about ourselves, our brands and our customers. You, your brand, your org structure and your customers are most likely facing many of the same CX challenges as your competitors. There are certain CX challenges all brands are facing right now in their efforts to create powerful customer experiences. Do you know all the ways your brand builds trust with customers? These are the big questions many brands are facing now.

Future Of Retail: How Brands Will Address Employee Experience In 2019

Forrester's Customer Insights

To help retailers and brands, I’m delighted to continue our series, “Applying 2019 Predictions To Retail.” Last week, my colleague Claudia Tajima spoke with Harley Manning about how customer experience (CX) is affecting retailers in 2019. age of the customer employee experience predictions 2019 retailI interviewed Sam Stern, principal analyst, part of Forrester’s employee experience (EX) team, and also an expert on customer-centric culture.

5 Top Customer Service Articles for the Week of May 6, 2019


7 Ways to Retain Customers’ Trust and Build Up Brand Loyalty by Mike Kappel. Entrepreneur India) 70% cent of consumers expects a personalized experience from brands and a mobile app is the perfect way to personalize communications with your customers. The post 5 Top Customer Service Articles for the Week of May 6, 2019 appeared first on Shep Hyken. Customer Experience brand loyalty mobile app Subscription economy

The Rise of the Customer Marketer

From marketing backwater to starring role, this eBook by Influitive explores the changes taking place in customer marketing from the perspective of customer marketers themselves (and explains just why it’s so crucial to customer engagement).

NICE inContact Named a Leader in 2019 Gartner Magic Quadrant for Contact Center as a Service, North America

NICE inContact

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Not only that, but we’re a first-time Visionary in the 2019 Magic Quadrant for Contact Center as a Service, Western Europe—recognized with the furthest position in the Completeness of Vision dimension. Our CEO Paul Jarman said it best, “Consumers expect only the best experiences from brands – fast, easy, seamless and personalized – each and every time they communicate.