BlueOcean

JANUARY 21, 2020

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Customer Service Success – Technology Industries” category in the 14 th annual Stevie® Awards for Sales & Customer Service. Our solutions, and our teams, are founded on the relentless pursuit of customer satisfaction.

Customer Service 156

Customer Service Insurance Conference Customer Satisfaction 156

NetBase

DECEMBER 3, 2019

Customer experience (CX) stories are everything – and social analytics gives brands access to all of it. Why, then, are brands failing to make the most of this insight? Why are very obvious customer needs and wants left unmet in many categories? And what can brands do to change this dynamic? Online reviews.

Report 52

Report Analytics Entertainment Survey 52

NetBase

FEBRUARY 18, 2019

Is 2019 the year of the Instagram Influencer? That’s powerful – and probably more so than most brands realize: 88% of consumers trust online recommendations as much as personal recommendations. How top brands use influencer analysis to power competitive intelligence. It depends on who you ask. Are they correct?

eBook 55

eBook Marketing Comparison Analysis 55

NetBase

DECEMBER 13, 2019

Most potential consumers are scrolling through online content for a good portion of their day. Brands reaching these media-connected consumers have advanced social analytics informing strategic outreach decisions. Media-connected consumers are online overall an average of 6.5 Customer Experience is Everything.

Analytics 52

Analytics Consumers Connections Advertising 52

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. However, many companies are still struggling to make the customer service experience as effortless as possible. billion by 2024, up from $220 million in 2019.

Trends 136

Trends Customer Service Self Service Contact Center 136

NetBase

AUGUST 1, 2019

Is your brand doing everything it should be to capture the EMEA market? Our 2019 EMEA Social Media Market Survey Report answers that question, and more. And brands in every category need to become omnipresent and create eCommerce offerings to counter the loss. Better understand customer experience and the consumer journey.

Social Media 53

Social Media Report Survey Marketing 53

NetBase

FEBRUARY 18, 2019

Is 2019 the year of the Instagram Influencer? That’s powerful – and probably more so than most brands realize: 88% of consumers trust online recommendations as much as personal recommendations. How top brands use influencer analysis to power competitive intelligence. It depends on who you ask. Are they correct?

Marketing 40

Marketing eBook Comparison Analysis 40

Team HGS

JANUARY 9, 2019

HGS Roundtable: Top Customer Experience (CX) Trends in 2019. Each year, we publish our list of top customer experience (CX) trends —our on-the-ground forecast of how BPO partners will be called on to cost-effectively address the next year’s CX and service needs. But some would say our industry is hitting its stride.

Trends 40

Trends Self Service Customer Experience Social Media 40

NetBase

NOVEMBER 20, 2019

Tis’ the season to discover what consumers are clamoring for and then sort out how to offer it! Our latest Social Media Industry Report 2019: Holiday Gifts: Gen Z & Millennial Picks shares that exact intel. All brands were ranked per each score, and then given a cumulative score. Potential impressions. Let’s look at a few.

Fashion 40

Fashion Report Social Media Groups 40

Team HGS

JULY 16, 2019

Using AI to Solve Problems and Surprise and Delight Your Consumers. It may be counterintuitive, but customer problems can represent a brand’s biggest opportunity. Nothing is more authentic than demonstrating you understand and care about your customers. Today, many brands still manage social media manually.

Consumers 40

Consumers Social Media Customer Care Interaction 40

NetBase

JULY 3, 2019

We’re here to help with nine niche audiences that social analytics reveals for brands and agencies – an ‘off the beaten path’ collection to inspire exploration, ideation, and (very likely) category domination! Monitoring trends to latch on to relevant happenings that can skyrocket brand awareness. Let’s check ‘em out! Adventurers.

Analytics 49

Analytics Brands Trends Ecommerce 49

Team HGS

SEPTEMBER 30, 2019

CX Day Thoughts on Brand-behind-the-Brand Storytelling. That’s precisely why brand storytelling is all the rage in today’s world. In the competitive marketplace, brands need a strong narrative to connect to customers—one that engages with empathy and bridges values, preferences—even lifestyle—of company and consumers.

Brands 40

Brands Social Media Contact Center Healthcare 40

BlueOcean

AUGUST 9, 2021

Simply request pricing for our outsourced customer care solution. 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. Contact Center Data Analytics. Artificial Intelligence in the Contact Center.

Contact Center 156

Contact Center Technology Self Service Analytics 156

NetBase

NOVEMBER 20, 2019

Tis’ the season to discover what consumers are clamoring for and then sort out how to offer it! Our latest Social Media Industry Report 2019: Holiday Gifts: Gen Z & Millennial Picks shares that exact intel. All brands were ranked per each score, and then given a cumulative score. Potential impressions. Let’s look at a few.

Fashion 40

Fashion Report Social Media Groups 40

Comm100

MAY 20, 2022

Customer service expectations have never been higher. Thanks to the development of technology, consumers expect fast, accessible, and accurate support all day, every day. When today’s customers reach out for support, they want support anytime, anywhere, effortlessly. People expect fast customer service. 31% of U.S.

Software 180

Software Wait Times Multi-Channel Consumers 180

ClientSuccess

JULY 23, 2019

For winning organizations, their success has been buoyed by software and tool investments as well as improved website functionality and the addition of staff members focused on optimized customer engagement. The following lists the top five innovations in customer service those winning brands are adopting.

Self Service 40

Self Service Trends Customer Service Social Media 40

Interactions

SEPTEMBER 10, 2020

billion into the US economy during the 2019 holiday shopping season. Coming out of the holiday shopping season there was a newfound sense of optimism and the fervent belief that nothing could stop the American consumer. Bedrock brands with storied histories like Brooks Brothers, J.C. Post-Black Friday, shoppers pumped $730.2

Retail 71

Retail Consumers eBook Customer Care 71

ShepHyken

SEPTEMBER 10, 2021

She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before. Customers want their concerns resolved swiftly, without having to wait in line or being handed from one executive to another. . Only collect vital data .

Customer Experience 97

Customer Experience Self Service Advertising Customer Expectations 97

BlueOcean

JANUARY 22, 2019

Let’s get real: once-transformative technologies that allowed businesses to respond to consumer needs with speed and agility no longer elicit the oohs and aahs they once did. Below, we break down the consumer trends that will reign supreme in 2019 and how businesses can rise to the challenge.

Consumers 204

Consumers Trends Customer Experience Strategy 204

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. What one metric best reflects the state of your customer experience?

Metrics 219

Metrics Customer Care Measurement Contact Center 219

Playvox

NOVEMBER 16, 2021

The boost in product demand, fueled by more people working from home, as well as changing consumer lifestyles, meant Sweaty Betty had to grow its team to meet the surge in demand. In 2019, the lifestyle brand had 12 customer care agents. Empowerment. Listen here. Schedule a demo today.

Management 78

Management Contact Center Gamification Retail 78

Interactions

NOVEMBER 4, 2021

For example, according to Gartner, by 2022, 85% of customer service interactions will start with self-service, up from 48% in 2019. Or imagine calling a brand only to have an automated system that could not understand what you’re saying. Let’s say a brand knows that customers prefer self-service.

Self Service 62

Self Service Omni-Channel Hotels System 62

Magellan Solutions

MAY 3, 2022

To resolve this concern, many businesses opt to call center outsourcing — the process of subcontracting customer care services , sales/telemarketing functions , and market research to a service vendor. The patterns and needs of customers dictate the direction of the market. Financial Institutions. Utility Sector. Enel Energia.

Call Center 81

Call Center Company Telecommunications Banking 81

Team HGS

MARCH 6, 2019

Brands strive to meet the extraordinary expectations of today’s connected customer. In 2019, more than ever before, customer experience (CX) will be king. However, many organizations are challenged to find the right solutions and partners, both from a technology and customer care outsourcing perspective. .

Trends 40

Trends Meeting Self Service Multi-Channel 40

NobelBiz

JUNE 29, 2021

Defining a typical customer journey for a business The client journey may appear easy and uncomplicated at first look. We now have to deal with a consumer that uses many channels. As a result, we must consider that there are as many pathways as there are consumers, each of whom will select the channel of their choosing at each stage.

Customer Journeys 52

Customer Journeys Customer Experience Contact Center Omni-Channel 52

NetBase

JUNE 26, 2019

Before you work up your next marketing plan, you should probably consider what amount of your brand’s budget should be directed toward social listening – so let’s start there: Top Brands’ Budgets. It’s nothing short of a brand lifeline, really. For example, in 2019, it is estimated that there will be around 2.77

Social Media 56

Social Media Analytics ROI Course 56

Lithium

AUGUST 28, 2019

As of July 11, 2019, all Khoros Care customers will have access to branded in-app messaging, automation framework, and agent activity metrics — all included with your current Care subscription. Branded In-App Messaging. And if you’re not currently a Khoros Care customer, request a demo here.

Social Media 40

Social Media Metrics Customer Care Innovation 40

Lithium

AUGUST 28, 2019

As of July 11, 2019, all Khoros Care customers will have access to branded in-app messaging, automation framework, and agent activity metrics — all included with your current Care subscription. Branded In-App Messaging. And if you’re not currently a Khoros Care customer, request a demo here.

Social Media 40

Social Media Metrics Customer Care Innovation 40

Lithium

AUGUST 28, 2019

As of July 11, 2019, all Khoros Care customers will have access to branded in-app messaging, automation framework, and agent activity metrics — all included with your current Care subscription. Branded In-App Messaging. And if you’re not currently a Khoros Care customer, request a demo here.

Social Media 40

Social Media Metrics Customer Care Innovation 40

Lithium

AUGUST 13, 2019

As more and more brands are realizing their growth depends on their reputation in the market, there’s never been a more critical time to get customer engagement right across the entire journey. More than 80% of consumers agree or strongly agree that they are more loyal to brands who respond to and resolve their complaints.

Leadership 40

Leadership Brands Course Study 40

Lithium

AUGUST 13, 2019

As more and more brands are realizing their growth depends on their reputation in the market, there’s never been a more critical time to get customer engagement right across the entire journey. More than 80% of consumers agree or strongly agree that they are more loyal to brands who respond to and resolve their complaints.

Leadership 40

Leadership Brands Course Study 40

Lithium

AUGUST 13, 2019

As more and more brands are realizing their growth depends on their reputation in the market, there’s never been a more critical time to get customer engagement right across the entire journey. More than 80% of consumers agree or strongly agree that they are more loyal to brands who respond to and resolve their complaints.

Leadership 40

Leadership Brands Course Study 40

Lithium

AUGUST 13, 2019

As more and more brands are realizing their growth depends on their reputation in the market, there’s never been a more critical time to get customer engagement right across the entire journey. More than 80% of consumers agree or strongly agree that they are more loyal to brands who respond to and resolve their complaints.

Leadership 40

Leadership Brands Course Study 40

NetBase

NOVEMBER 21, 2018

But what changes can hotel brands expect moving forward, and how can they avoid disruption by innovative competitors? Further, we note that rising employment, higher real income and increased household net worth reinforced consumer confidence and sentiment. What does that mean for hotel brands? Disruptions and Disruptors.

Hospitality 43

Hospitality Industry Hotels Social Media 43

Lithium

JULY 8, 2019

As of July 11, 2019, all Khoros Care customers will have access to branded in-app messaging, automation framework, and agent activity metrics — all included with your current Care subscription. Branded In-App Messaging. And if you’re not currently a Khoros Care customer, request a demo here.

Social Media 40

Social Media Metrics Customer Care Innovation 40

Lithium

AUGUST 13, 2019

As more and more brands are realizing their growth depends on their reputation in the market, there’s never been a more critical time to get customer engagement right across the entire journey. More than 80% of consumers agree or strongly agree that they are more loyal to brands who respond to and resolve their complaints.

Leadership 40

Leadership Brands Course Study 40

Magellan Solutions

SEPTEMBER 9, 2020

With this, we looked into different resources to find out how live chat is accepted from the perspective of both businesses and consumers. On a global scale, 97% of consumers said that good customer service is important in choosing a brand to trust. 91% of customers globally want real-time assistance.

Trends 52

Trends B2C e-support Customer Satisfaction 52