ShepHyken

JANUARY 28, 2019

What Do Customers Really Think Of Your Brand? Which-50) Every marketer has heard a horror story where a brand went viral for horrible customer experience with social media enhancing the frequency of those stories twofold. While an excellent concept for customers, it is also appropriate for the colleagues you work with.

Social Media 96

Social Media Customer Service Customer Care Insurance 96

BlueOcean

FEBRUARY 25, 2019

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie Award ® in the “Customer Service Team of the Year – Recovery Situation” category in the 13th annual Stevie Awards for Customer Service. This is Blue Ocean’s second Stevie Award. The company won a Bronze Stevie in the same category in 2017.

Customer Service 136

Customer Service Effort Score Contact Center Insurance 136

Interactions

JANUARY 16, 2019

With a new year upon us, we’re looking forward to all of the exciting things Intelligent Virtual Assistants can bring to the customer care table. We wrapped up 2018 with a look back at the year’s biggest customer care trends , and we’re excited to see what 2019 has in store for the technology industry.

Trends 59

Trends Chatbots Omni-Channel Customer Care 59

Oracle

FEBRUARY 5, 2019

In honor of Valentine’s Day this month, I asked some of the most brilliant CX thought leaders about what they LOVE about CX in 2019, and where practitioners should focus their time and attention. What CX Leaders LOVE in 2019. It’s measuring customer experience in tasks, rather than in how the company changes its behavior.

Customer Experience 92

Customer Experience Leadership Customer Journeys Customers 92

Oracle

DECEMBER 12, 2019

The business world’s relentless focus on customer experience (CX) continued around the globe in 2019, and CX experts and business leaders captured their experiences in thought-provoking customer experience quotes. ” – Mark Hurd, CEO, Oracle at Modern Customer Experience 2019.

Customer Experience 58

Customer Experience Competitive Advantage Customer Care Customer Journeys 58

ShepHyken

APRIL 1, 2019

A nice article featuring some of the most relevant trends and strategies happening in social customer care. How Customer Service Trends Are Changing in 2019: Highlights from the New State of Service Report by Sarah Patterson. My Comment: Trust is a big part of the customer experience. Follow on Twitter: @Hyken.

Customer Service 98

Customer Service Social Media Chatbots Trends 98

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

Avaya

MARCH 19, 2019

This blog was first published Jan 31, 2019 on the C3i Solutions blog. It’s time to prepare for the growth of digital and social in customer care in 2019. Social Media for Customer Care. In 2019, social care will be the new connection to your customers. What’s a Brand to Do?

Social Media 45

Social Media Poor Customer Service Customer Care Trends 45

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. How to find niche influencers and activate brand ambassadors.

eBook 55

eBook Marketing Comparison Analysis 55

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. Customer care is a must, of course – but it’s pretty boring to talk about. When we see next generation AI helping brands predict trends, things get spicy. In 2019, there was a $166.2M

Trends 56

Trends Brands Ecommerce Automotive 56

BlueOcean

MARCH 3, 2020

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Customer Service Team of the Year” category at the 14th annual Stevie Awards for Sales & Customer Service. The company won a Bronze Stevie in 2017 and a Silver Stevie in 2019. About Blue Ocean.

Contact Center 156

Contact Center Insurance Conference Customer Care 156

ShepHyken

FEBRUARY 18, 2019

Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. 3 Customer Loyalty Trends for 2019 by SmarterCX Team. And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs. I’m looking forward to seeing how much better. Follow on Twitter: @Hyken.

Customer Service 60

Customer Service Retail Ecommerce Trends 60

Oracle

JUNE 11, 2019

At ModernCX 2019 , Brian Fanzo, Millennial Keynote Speaker and CEO of iSocialFanz took over as interviewer and met with Ann Handley , WSJ Best-Selling Author & Digital Marketing Pioneer, on the show floor to discuss the true meaning of customer experience and how it’s evolving this year. Copyright © 2019 Oracle.

Video 46

Video Customer Experience Touchpoint Customer Care 46

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. Blue Ocean is an award-winning provider of innovative customer care solutions.

Customer Service 156

Customer Service Insurance Conference Customer Satisfaction 156

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. Customer care. Brand health management.

Social Media 53

Social Media Report Survey Marketing 53

Think Customers

FEBRUARY 11, 2020

So you have to reinvest in the staff, the people that actually communicate our brand out to our customers. As someone who’s always on the lookout for improving the customer experience, what contact center trends are you watching? This year [2019] we, for the first time, insourced a small portion of our team.

Customer Care 52

Customer Care Self Service Contact Center B2C 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. How to find niche influencers and activate brand ambassadors.

Marketing 40

Marketing eBook Comparison Analysis 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

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

Lithium

DECEMBER 28, 2020

So, what caused 500+ busy executives and managers from brands including USAA, Google, and Facebook to fly into Austin? Although many topics were discussed at Engage, this article dives into some key takeaways that can benefit all digital customer engagement professionals in their effort to create customers for life.

Engagement 52

Engagement Social Media ROI Multi-Channel 52

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

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

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

Experience Investigators by 360Connext

AUGUST 6, 2019

When I ask you a question like “what brand are you loyal to?” ” you are actually answering the question “what brands have earned your trust?” ” What brand has proven, time and again, they can live up to their promises? Which brand hasn’t disappointed you? I feel duped.

Touchpoint 125

Touchpoint Brands Customers Report 125

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

ShepHyken

DECEMBER 9, 2019

Hear direct from their VP of customer support services, Jason Ashworth, as he shares how they use Salesforce’s Service Cloud to support the Southwest “three-pronged mission” of delivering efficiency, lovability and profitability to the business. These brands know how to get customers to come back again and again.

Customer Service 71

Customer Service Airlines Call Center Case Study 71

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

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

Lithium

SEPTEMBER 12, 2019

So, what caused 500+ busy executives and managers from brands including USAA, Google, and Facebook to fly into Austin? Although many topics were discussed at Engage, this article dives into some key takeaways that can benefit all digital customer engagement professionals in their effort to create customers for life.

Engagement 40

Engagement Social Media ROI Multi-Channel 40

Lithium

SEPTEMBER 12, 2019

So, what caused 500+ busy executives and managers from brands including USAA, Google, and Facebook to fly into Austin? Although many topics were discussed at Engage, this article dives into some key takeaways that can benefit all digital customer engagement professionals in their effort to create customers for life.

Engagement 40

Engagement Social Media ROI Multi-Channel 40

Interactions

SEPTEMBER 10, 2020

billion into the US economy during the 2019 holiday shopping season. Bedrock brands with storied histories like Brooks Brothers, J.C. For example, we’ve seen the customer base of pure-play e-commerce brands and services that do the shopping for you explode this year. Post-Black Friday, shoppers pumped $730.2

Retail 71

Retail Consumers eBook Customer Care 71

SurveySparrow

NOVEMBER 28, 2019

We just can’t stop talking about the sensational cx conferences that 2019 exhibited. Oracle is all set to help organizations adopt innovative and disruptive data-driven customer experience strategies to empower change and stimulate growth. Who should attend: CEOs, CMOs, CXOs, Customer Experience, and Research Expert.

Conference 96

Conference Customer Experience Customer Journeys Omni-Channel 96

CSM Magazine

AUGUST 22, 2019

In an era of rapid automation and technological advances it can be easy to lose track of what customer service really means. As brands we need to ensure we are customer-centric, always putting their needs first and delivering a level of care that is personal and helpful regardless of scale.

Customer Service 40

Customer Service Multi-Channel How To Customer Centricity 40

Playvox

NOVEMBER 16, 2021

In 2019, the lifestyle brand had 12 customer care agents. This also fosters an encouraging and collaborative environment that helps customer care team members make progress toward their career goals. See why leading brands trust our all-in-one workforce engagement management solution. Empowerment.

Management 78

Management Contact Center Gamification Retail 78

ShepHyken

SEPTEMBER 10, 2021

Customers want their concerns resolved swiftly, without having to wait in line or being handed from one executive to another. . A good customer experience (CX) begins with a 24-hours seamless website user experience, followed by top-notch customer care, and concludes with the receiving of the product/service purchased from you. .

Customer Experience 97

Customer Experience Self Service Advertising Customer Expectations 97