Thematic

AUGUST 7, 2019

This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (CX) to move from insights to action. Calculating the ROI of CX: The Complete Guide 2019 Chapter 1: Introduction – ROI or Die! Wait for customers to notice improvements.

ROI 123

ROI NPS Metrics Financial 123

Comm100

MAY 20, 2022

Customer service expectations have never been higher. When today’s customers reach out for support, they want support anytime, anywhere, effortlessly. When today’s customers reach out for support, they want support anytime, anywhere, effortlessly. People expect fast customer service.

Software 188

Software Wait Times Multi-Channel Consumers 188

CSM Magazine

JULY 29, 2020

As COVID-19 swept through the globe brands and marketing agencies scrambled to adapt or clean sweep whole new campaigns as current ones became obsolete or tone deaf. . Some brands won and some lost in the mix. The video advert shows images and clips from customers who have tried to recreate KFC food and packaging during quarantine.

Marketing 104

Marketing Social Media Multi-Channel Advertising 104

CSM Magazine

MAY 27, 2021

Europa Contact Centre , the multi-channel outsource contact centre, has concluded their 12 month technology upgrade project. The investment, a culmination of an 18 month business review and development project, is the largest investment since the centre, based in Kent was acquired in 2019 and rebranded as Europa Contact Centre.

Multi-Channel 52

Multi-Channel e-support Entertainment CRM 52

ClientSuccess

JULY 23, 2019

Over the past several years, boosting the customer service experience has caught and held businesses’ attention—and rightfully so. After all, good customer service is the deciding factor in sales growth. 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

Oracle

DECEMBER 28, 2020

One example is e-commerce sales rose by an average of 6% across online platforms from January to March 2020 compared to the same period in 2019. Trend #1: New ways to drive customer acquisition. This posed serious implications for brands, both positive and negative. Customer preferences come in all shapes and sizes now.

Omni-Channel 75

Omni-Channel Trends Multi-Channel Video 75

C3Centricity

JULY 3, 2019

Or do you consider it to be an integral part of your connection with your customers at an important moment of truth, that of purchase and usage? A fun campaign they started running in 2019 with Ed Sheeran includes a pack label change – of course! Our customers’ time is valuable and we should respect it.

Multi-Channel 198

Multi-Channel Consumers Social Media Connections 198

NICE inContact

MAY 16, 2019

When your customers are willing to recommend your company to friends and family members, you definitely are doing something right. And when the percentage of customer “recommenders” (aka promoters) greatly outweighs the percentage of detractors, that’s a big win. Typically, the Net Promoter concept is applied to brands and products.

Net Promoter Score 136

Net Promoter Score Contact Center Social Media Chatbots 136

C Space

APRIL 21, 2020

The Brand Move Roundup – April 21, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus.

Brands 52

Brands Hospitality Entertainment Healthcare 52

CSM Magazine

FEBRUARY 28, 2020

Spitch AG, the leading developer of enterprise speech solutions have announced a partnership with Creative Virtual, a world leader in customer and employee engagement solutions. . In 2019, Spitch was recognized by Gartner as a “cool vendor” in speech and natural language, in a corresponding report.

Self Service 59

Self Service Virtual Agent Multi-Channel Chatbots 59

CSM Magazine

OCTOBER 26, 2020

Adam Taylor, MD at VeriCall reveals a radical new approach to providing high volume service operations that support redesigned customer journeys across multi platforms. Research tells us that the most important influence on customer spend and retention is how a company makes the customer feel.

Self Service 52

Self Service Multi-Channel Social Media Customer Journeys 52

Lithium

SEPTEMBER 12, 2019

So, what caused 500+ busy executives and managers from brands including USAA, Google, and Facebook to fly into Austin? Everyone came to discuss the state of the union for digital customer experience today. Brands win by leading in digital customer engagement. We’ve moved on to a new frontier: the relationship age.

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? Everyone came to discuss the state of the union for digital customer experience today. Brands win by leading in digital customer engagement. We’ve moved on to a new frontier: the relationship age.

Engagement 40

Engagement Social Media ROI Multi-Channel 40

CSM Magazine

FEBRUARY 28, 2020

Spitch AG, the leading developer of enterprise speech solutions, with headquarters in Switzerland and offices in London, Madrid and Milan, today announced a partnership with Creative Virtual, a world leader in customer and employee engagement solutions. .

Self Service 52

Self Service Virtual Agent Multi-Channel Chatbots 52

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

CSM Magazine

FEBRUARY 8, 2022

Key customers helping to lead organic growth include: Flipkart, Fifth Element Group, BMF Media, Unifrog Education, NPower Inc, University College London, Rotman School of Management, Zircom (Shell Oil), Viacom CBS, Texas Tech University Health Sciences Center, Minnesota State University, Mankato, and First3Years.

Engagement 52

Engagement Conference Multi-Channel Touchpoint 52

DemandJump

DECEMBER 7, 2020

From 2017 to 2019, marketing spending in the U.S. All this is to say, it’s more important than ever for small and mid-sized businesses in every industry to find simple ways to determine which media channels are actually providing a return on their marketing investment. rose by over $6 million. Digital Media Attribution Models.

Multi-Channel 59

Multi-Channel Social Media Advertising Touchpoint 59

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. on 13 May 2019. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. by Sam Frampton. And obvious.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

C Space

APRIL 6, 2020

The Brand Move Roundup – April 6, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. AWMH has pledged $100,000 to this fund,” stated the group.

Brands 52

Brands Hospitality Healthcare Banking 52

CSM Magazine

SEPTEMBER 24, 2019

Insurers are the least trusted companies in the UK and are unable to answer over half of routine questions successfully, according to research commissioned by digital customer experience technology provider, Eptica. First, they need to embrace processes, technology and knowledge to help them deliver the service that customers expect.

Insurance 45

Insurance Customer Service Multi-Channel Fashion 45

Oracle

OCTOBER 3, 2019

This is a preview of the ebook “Moments That Matter: A New Customer Experience Roadmap for Financial Services “ Today’s finserv CX is evolving to showcase the power of anticipating customer needs. What if your brand could use the data you have about customers to better target them with intent-based responses?

Financial 56

Financial Banking Multi-Channel Travel 56

Currency Alliance

JANUARY 22, 2020

Every CFO knows a loyal customer is many times more profitable than others. And yet, many loyalty programs are run like barnacles on the side of a business: battling for budget, rather than being nurtured as the core way to engage customers via every channel and touchpoint. That ought to make your job easier.

Loyalty 40

Loyalty Brands Loyalty Programs Rewards Programs 40

Team HGS

MARCH 6, 2019

HGS Trend 1: Meeting Extraordinary Expectations of Today’s Customers. Earlier this year , HGS presented our trends forecast , comprising customer experience (CX) disrupter predictions, supported by practical strategies clients can use to succeed in the changing marketplace. How HGS Supports Increasing Customer Expectations.

Trends 40

Trends Meeting Self Service Multi-Channel 40

CSM Magazine

JULY 30, 2020

As COVID-19 swept through the globe brands and marketing agencies scrambled to adapt or clean sweep whole new campaigns as current ones became obsolete. . Some brands won and some lost in the mix. The video advert shows images and clips from customers who have tried to recreate KFC food and packaging during quarantine.

Marketing 52

Marketing Social Media Multi-Channel Advertising 52

transcosmos Information Systems

OCTOBER 2, 2018

In today’s customer-centric age of marketing, putting your loyal users at the core of your business is critical. Customer service has seen leaps and bounds of upgrades in the past year, and it will continue to be an asset for most companies in retaining and gaining clients. Eliminate the need for customer support calls.

Omni-Channel 48

Omni-Channel Customer Service Multi-Channel Self Service 48

Currency Alliance

JUNE 21, 2018

In brief: what we’d fully expected (and set out in our ‘ Top Loyalty Trends ’ blog several months ago) was large scale proliferation and diversification of loyalty marketing, as brands beyond established loyalty sectors discovered how better customer experience could deliver bigger ROI. Instant rewards. Technological Innovation.

Loyalty 45

Loyalty Multi-Channel Gamification Loyalty Programs 45

Guavus

FEBRUARY 11, 2019

A study conducted by Ovum Research last year, for example, found that 67 percent of brands consider telecom operators a better original source of data insights than Google, Apple, and Samsung. CSPs should be using their customer data and analytics to win some of this business back. Let’s examine a few ways CSPs can succeed.

Customer Experience 51

Customer Experience Marketing Video Analytics 51

Optimove

MAY 4, 2019

Optimove is used by 350+ customer-centric brands. Optimove lets us be super-personalized in our customer messaging, by making it easy to target customers based on any number of attributes. growth in the number of active customers.”. Copyright © 2019, Mobius Solutions. Josselin Petit-Hoang. Albina Kehoe.

Engagement 40

Engagement Marketing Multi-Channel CRM 40

Optimove

MAY 1, 2019

Optimove is used by 350+ customer-centric brands. Optimove lets us be super-personalized in our customer messaging, by making it easy to target customers based on any number of attributes. growth in the number of active customers.”. Copyright © 2019, Mobius Solutions. Josselin Petit-Hoang. Albina Kehoe.

Engagement 40

Engagement Marketing Multi-Channel CRM 40

ChurnZero

JULY 12, 2019

Perhaps product problems, loss of a key user in the account, a bad use case… Sure, these are some reasons why customers may churn, but the reality is that your churn rate is deeply connected to the quality of onboarding journey your users go through. Outstanding brands create connections between customer needs and their solution.

Customer Success 75

Customer Success Customer Experience How To Roadmap 75

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

NetBase

MARCH 2, 2020

Nicki Zink discussed how taking an integrated approach to research methodology empowers brands to smarter strategic decision making, instead of merely informing tactical digital decisions. He shared how the brand used social media to engage with their audience in a relevant, authentic way, that had nothing to do with driving sales.

Social Media 60

Social Media Multi-Channel Leadership Entertainment 60

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. 360-degree view of your customer. view of customers by accumulating data from the various touch points that a customer may use to contact a company.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. 360-degree view of your customer. view of customers by accumulating data from the various touch points that a customer may use to contact a company.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

Currency Alliance

JUNE 16, 2020

For most of the last decade, loyalty marketing seemed to be on autopilot for many brands – but the tide is turning. What really stood out is which brands were pulling off these feats. Travel brands have featured less heavily among the winners, this year, than ever before. A disloyal generation?

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

ProProfs Chat

MAY 28, 2020

People think of loyalty as a customer for a lifetime, but it is really much simpler than that. No matter if you own a mom and pop shop at a street corner or run a multinational apparel brand, loyal customers are driving your business forward, one transaction at a time. . What Is Brand Loyalty. What is brand loyalty?

Loyalty 93

Loyalty Brands Customer Experience Loyalty Programs 93

iCiDIGITAL

NOVEMBER 12, 2018

In layman’s terms, PWAs give brands and retailers the ability to mimic a native app experience using graphQL (more on graphQL later on). PWAs will have an offline capability, which means the customer can move through the experience uninterrupted in the case they lose service or drive through a tunnel.

Multi-Channel 40

Multi-Channel Ecommerce B2C Data 40