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

Comm100

AUGUST 16, 2019

I’m not alone – YouMail’s Robocall Index found that in July 2019, Americans received a huge 4.7 Mobile phones were intended to allow us to communicate in better and easier ways. So what does this mean for businesses who use the phone as a primary customer communication channel? The shift to digital.

Communication 101

Communication Social Media Knowledge Base Contact Center 101

TechSee

FEBRUARY 19, 2019

As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. MWC Barcelona 2019 Self-Service Sessions not to be missed. This year’s theme, “Intelligent Connectivity,” focuses on highly contextualized and personalized experiences , delivered when and where customers want them. In a nutshell.

Self Service 95

Self Service Innovation Telecommunications Consumers 95

Ecrion

JANUARY 28, 2020

The future of customer communication could mean the future of your business. As consumers adopt new technologies, their demands are increasing. The way you communicate your customers has a direct impact on their experience and behavior. Virtual reality, live streaming, and automation have shaped customer communication in 2019.

Communication 71

Communication Trends Self Service Chatbots 71

Quadient

MAY 20, 2022

Is it time to Evolve Your Communications to the Cloud? Quadient’s vision for the future of communications is about simplicity. As customer expectations and the demand for personal, secure, in-the-moment communications rise, a new standard has been set for all organizations. Individual events often demand immediate communication.

Communication 52

Communication Guidelines Roadmap Healthcare 52

Bold360

DECEMBER 19, 2018

So what can we expect for 2019? Here are my thoughts: 2019 and the rise of the AI-enabled personal assistant. 2019 will be the year we see AI move from a position of augmenting an experience to becoming a full-fledged assistant. 2019 will be the year that consumers stop compromising.

Chatbots 78

Chatbots Consumers Employee Experience Technology 78

NetBase

NOVEMBER 19, 2018

Here are some social media marketing predictions for 2019, as heard from the experts at our recent NetBase LIVE conferences in New York and Los Angeles. Austin-based tinydrum calls it “Speaking Human” – and it’s the best approach to win over any audience heading into 2019. Stories that Grab Consumers by the Heart.

Social Media 83

Social Media Marketing Conference Analytics 83

Oracle

APRIL 1, 2019

In 2019, there’s a fundamental shift in the way brands think about omnichannel, as every part of the CX becomes crucial. The post 4 Ways Omnichannel Customer Experience Will Change in 2019 appeared first on SmarterCX. Here’s how the view of omnichannel is evolving in the year ahead.

Omni-Channel 108

Omni-Channel Customer Experience Touchpoint B2C 108

Eptica

DECEMBER 5, 2018

Date: Wednesday, December 5, 2018 Author: Olivier Njamfa - CEO & Co-Founder The importance of trust to customer experience in 2019. Author: Olivier Njamfa - CEO & Co-Founder The balance of power between brands and consumers is shifting, with customers now wielding greater influence and control. Published on: December 05, 2018.

Customer Experience 77

Customer Experience Self Service Consumers Social Media 77

Alliance by IFS

MARCH 28, 2019

We partnered with Aberdeen to bring you the State of Service 2019 on-demand webinar outlining the top challenges faced by today’s best-in-class service firms and what technologies and strategies they are using to overcome them. The post [VIDEOS] Aberdeen State of Service 2019 appeared first on Astea. Interested in learning more?

Video 90

Video Customer Satisfaction Customer Centricity Knowledge Base 90

delighted

JUNE 3, 2021

Consumer spending plunged amidst lay-offs and shelter-in-place orders. Niche and boutique stores without an online presence suffered the most, as consumers migrated to big box stores and online shopping to satisfy all their shopping needs in fewer trips. However, this decrease in spending did not affect all retailers equally.

Omni-Channel 101

Omni-Channel Retail Consumers Trends 101

Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. Four reasons why email is on the rise Despite the growth of new channels, research from Forrester demonstrates that email is still central to how consumers communicate with brands.

Self Service 65

Self Service Leadership Customer Centricity Knowledge Base 65

ShepHyken

JUNE 24, 2019

5 Communication Tips That Will Boost Customer Trust by Syed Balkhi . Consumer Affairs) Most consumers can relate to either seeing or experiencing poor customer service, whether it’s at a restaurant, hotel, or the grocery store. Imagine if you were to incorporate all ten of these into your business (and you probably can).

Customer Service 114

Customer Service Poor Customer Service Tips Hotels 114

Oracle

JANUARY 18, 2019

Each year, the Consumer Electronics Show (CES) in Las Vegas offers a preview of the retail trends, emerging technologies, and latest products shaping the broader retail landscape. link] #CES #CES2019 — SoftBank Robotics US (@SB_Robotics) January 10, 2019. A Look from CES 2019 appeared first on SmarterCX. YES, PLEASE!

Retail 78

Retail Trends Conference Innovation 78

NetBase

APRIL 6, 2020

Popeyes is apparently staffed with marketing masters, as it keeps hitting home runs – and even wins consumer love during a pandemic. Winning Combo for Consumer Love. Capturing consumers’ attention and business requires taking risks, without taking it too far. Take Risks. It’s a fine line to walk. Get Your CX Eggs in Order.

Consumers 64

Consumers Advertising Social Media Brands 64

ShepHyken

MAY 6, 2019

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. My Comment: Does your business have an app?

Customer Service 114

Customer Service Loyalty Customer Centricity Customer Service Training 114

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

Customer Success 73

Customer Success Self Service Chief Customer Officer Trends 73

Optimove

DECEMBER 26, 2019

.” These quotes – either from general business/finance sources such as Forbes, Kellogg, and Deloitte, or from more niche blogs such as Visual Capitalist, Equities, SmarterCX, and Steven Van Belleghem’s – all paint a very similar and clear picture of The Modern Consumer. MOTIVATION AND HOW TO SPUR IT.

Consumers 52

Consumers CRM Ecommerce Loyalty 52

Alliance by IFS

JUNE 7, 2019

Astea Executive Leadership to Present at the 2019 Stifel Cross Sector Insight Conference on June 10. HORSHAM, PA (June 7, 2019) — Astea International Inc., HORSHAM, PA (June 7, 2019) — Astea International Inc., © 2019 Astea International Inc. The conference will be held at the InterContinental Hotel in Boston, MA.

Conference 50

Conference Hotels Leadership Financial 50

ShepHyken

NOVEMBER 25, 2019

And, if you look at the younger consumers, aged 18-34, that number jumps to 66%. 15 Marketing Strategy Tips To Improve Your Customer Experience by Expert Panel, Forbes Communications Council. My Comment: Here is an excellent list compiled by the Forbes Communication Council. You’re sure to find something of value here.

Customer Service 115

Customer Service Culture Trends Touchpoint 115

Eptica

JANUARY 23, 2019

Date: Wednesday, January 23, 2019 Author: Pascal Gauvrit - CTO 4 reasons email is on the rise in 2019. Published on: January 23, 2019. Email is used by all, especially the young According to Forrester more consumers aged 12-17 use email than Facebook or Snapchat. 82% of this group are on email, up from 69% in 2014.

Social Media 62

Social Media Consumers Knowledge Base Customer Satisfaction 62

ShepHyken

MARCH 18, 2019

CX in 2019: Top Customer Experience Trends to Keep on Your Radar by Gavin James. Beyond The Arc) Based on our years helping companies with customer experience strategy and communications, the Beyond the Arc team shared insights on some top trends to keep on your radar this year. It’s another to properly use that feedback.

Net Promoter Score 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87

CSM Magazine

DECEMBER 18, 2018

As the year draws to an end, Philip Say, VP of Innovation Product Management at Sutherland Labs makes his CX predictions for 2019. This type of scenario will soon become standard as brands increasingly look to anticipate customer needs and proactively communicate with customers before they request assistance.

Customer Experience 79

Customer Experience Chatbots Hospitality Hotels 79

Comm100

JUNE 15, 2022

Just as live chat was a technological leap over telephone communication and is proving to be the most essential of all channels, chatbots are the latest technological milestone in customer support. In 2019 however, they launched a new customer-facing product, which meant a huge increase in their customer base.

Chatbots 197

Chatbots Industry Customer Service Wait Times 197

Oracle

AUGUST 7, 2019

As part of our Burning Questions series , SmarterCX sat down with some of the top CX minds at Oracle’s ModernCX 2019 to discuss what CX strategies companies are moving away from, and what they think will be the focus moving forward. Email was the only communication channel, but today it’s really multichannel.

Video 64

Video Strategy Data Marketing 64

C3Centricity

JANUARY 18, 2020

We live in an over-abundant world of consumer choice, but more is rarely better. In this over-abundant world of consumer choice, more is rarely better. consumer #brand #Marketing Click To Tweet. According to Interbrand’s “Best Global Brands of 2019.” MORE IS RARELY BETTER! ” Apple.

Brands 218

Brands Retail Consumers Innovation 218

NICE inContact

MAY 23, 2019

Emerging technologies and changing consumer demands fundamentally have shifted the way businesses interact with their customers. Businesses still are working out the kinks with some of the newer capabilities, and some consumers just aren’t ready to embrace these yet. This is the nature of life in the digital age.

Self Service 138

Self Service Contact Center Omni-Channel Chatbots 138

NetBase

MARCH 13, 2019

Leveraging social media means being where your audience is – and for almost every brand or business in 2019, that means Instagram. It’s clear that Instagram’s user base is diverse in every way – offering global brands, in particular, an amazing platform for consumer connection. If not, you may be misdiagnosing consumer sentiment….

Video 70

Video Sports Social Media Analytics 70

C3Centricity

JULY 3, 2019

If you answered both, then I believe that you are making maximum use of your packaging or at least you recognise its potential for communication. We all expect most things that we use or consume to be intuitive these days. It has become something that consumers are used to seeing – and reading.

Multi-Channel 198

Multi-Channel Consumers Social Media Connections 198

CSM Magazine

SEPTEMBER 18, 2019

And it is used daily all over the world to symbolise the shift towards a consumer focused, digital economy, where the dynamics between consumer and provider is equitable, transparent and fair. Next week our power Breakfast Panel looks at the shift towards self-service, tracking and real-time two-way communications.

Self Service 74

Self Service Retail Communication Consumers 74

Steve DiGioia

MARCH 22, 2021

For those employees in the foodservice industry, how do you communicate to your customers that a specific food item contains one of the 8 main allergens? If there was ever an opportunity to make a significant impact in the lives of millions of consumers it is to inform the customers of any allergens. What Are The 8 Main Food Allergens?

Customer Service 346

Customer Service Hospitality Policies Customers 346

Ecrion

OCTOBER 22, 2019

After all, while about 38% of consumers love to share their good experiences with a company, 45% of them are more likely to tell others about bad experiences with a brand. Focus on Omnichannel Communication. Omnichannel communication — in short, communicating with the customer wherever they are, and in the ways they like best.

Customer Journeys 49

Customer Journeys Customer Experience How To Omni-Channel 49

Quadient

MARCH 20, 2019

In 2019, customers expect every company they do business with to act and interact like their favorite technology brands.

Communication 40

Communication Customer Expectations Technology Connections 40

NICE inContact

MAY 16, 2019

This is exactly what we did as part of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , Business vs. Consumer. Clearly, there’s an opportunity for companies to improve their understanding of how their communication methods impact their customers’ likelihood to recommend. phone, chat, IVR).

Net Promoter Score 136

Net Promoter Score Contact Center Social Media Chatbots 136

Thematic

AUGUST 7, 2019

Calculating the ROI of CX: The Complete Guide 2019 Chapter 1: Introduction – ROI or Die! You won’t be able to get executive buy-in, approval for budget, communicate success and ultimately progress in your career, unless you can estimate and then validate the ROI. I hope you get to a state where the numbers make sense.

ROI 123

ROI NPS Metrics Financial 123

Oracle

AUGUST 13, 2019

Oracle OpenWorld 2019 will take place September 16-19 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. Disrupt the Communications Industry with Digital Experience and Flexible Monetization. Visit the registration page.

Industry 47

Industry Self Service Government Healthcare 47