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. There will be more ways for customers to connect to the company, but so what? Customers don’t care about terminology; all they care about is being able to connect with the brand however they want to.”

Omni-Channel 108

Omni-Channel Customer Experience B2C Touchpoint 108

CSM Magazine

NOVEMBER 19, 2018

Sabio’s Chief Innovation Officer, Stuart Dorman highlights what he sees as the 10 key CX technology trends that will shape successful customer experiences during 2019 and beyond. 10 Key CX Technology Trends for 2019.

Trends 88

Trends Customer Experience Social Media Self Service 88

Kustomer

OCTOBER 2, 2020

In fact, according to our own research , 79% of consumers say customer service is extremely important when deciding where to shop, so delivering on consumer expectations has never been more important. It’s not just about delivering on consumer expectations ?— it’s about exceeding their anticipated desires to drive loyalty.

Consumers 80

Consumers How To Retail e-support 80

Oracle

SEPTEMBER 4, 2019

With data and tech improvements in all industries, consumers are — rightfully — expecting more and more from the companies they buy from. Oracle research shows that 86% of consumers will pay more for a better customer experience. Omnichannel strategies are key to a connected customer experience.

Connections 71

Connections Customer Experience B2C B2B 71

Optimove

DECEMBER 26, 2019

” “Expect personal interactions and treatment.” These days, the majority of consumers (=spenders) are either at the younger end of GenX (born mostly around the late 70’s) or are simply Millennials (born early 80’s to mid-90’s). .” “Always on.” ” Digitally enabled.”

Consumers 72

Consumers CRM Ecommerce Touchpoint 72

Comm100

MAY 20, 2022

Thanks to the development of technology, consumers expect fast, accessible, and accurate support all day, every day. When live chat software is set up on a site, a button is placed prominently for visitors to interact with. Over the years, live chat has grown exponentially in consumer popularity. 31% of U.S.

Software 181

Software Wait Times Multi-Channel Consumers 181

Comm100

JUNE 15, 2022

By doing so, chatbots can resolve the most frequently asked questions that are simple yet repetitive and time-consuming – and do all this without any agent intervention. Today, more than 70% of live chats are routed to the chatbot, with 68% being resolved without any human interaction. Canadian Blood Services.

Chatbots 198

Chatbots Industry Customer Service Wait Times 198

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 100

Omni-Channel Retail Consumers Trends 100

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. My wish for 2019 is to have leaders put their skin in the game. And, I’ll do you one better.

Customer Experience 92

Customer Experience Leadership Customer Journeys Customers 92

ShepHyken

AUGUST 12, 2019

Wall Street Journal) Technology lets companies see how badly they can treat consumers, right up until the moment they bolt. Calculating the ROI of CX: Complete Guide 2019 [Includes Spreadsheets] by Alyona Medelyan. My Comment: CX is more than the process a customer goes through as they interact with your organization.

Customer Service 95

Customer Service ROI Customer Service Training CRM 95

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

ShepHyken

MARCH 18, 2019

Why Omnichannel is the Future of Customer Interactions (And How You Can Get Started) by Josh Brown. My Comment: The technical term “omnichannel” is really about a customer being able to connect with a company through any means they desire; phone, social media, messaging, etc. It’s one thing to implement the survey to get feedback.

Net Promoter Score 86

Net Promoter Score Customer Service Omni-Channel Customer Centricity 86

SurveySparrow

SEPTEMBER 29, 2019

According to Forbes, ‘Improving revenues using BI is now the most popular objective enterprises are pursuing in 2019’. Here are our top ten picks for the best business intelligence tools for 2019. #1 The best part: The interactive dashboards of the software help create and share real-time insightful reports and data visualizations.

Tools 73

Tools Self Service Analysis Analytics 73

NICE inContact

AUGUST 13, 2019

And with so many options available, your customer will go elsewhere if it’s tough to connect with you digitally. voice/chat) and digital messaging interactions in one intelligent inbox that eliminates digital agent silos. Consumers today expect to interact with companies on a multitude of digital channels.

Contact Center 136

Contact Center Customer Service Omni-Channel Innovation 136

TechSee

DECEMBER 31, 2019

As 2019 comes to a close, they must better prepare for the new decade and beyond. Salesforce predicts a 136% increase from 2019 to 2020 in the number of organizations using AI-powered chatbots, which will continue to be integrated across communication channels to provide seamless real-time customer service on a larger scale than ever before.

Trends 136

Trends Customer Service Self Service Contact Center 136

Calabrio

JULY 25, 2019

2018 “Leader” Consumer Cellular saved money, significantly improved service levels and decreased abandon rates by using Calabrio ONE to manage agent schedules and automate critical contact center reporting. The Integrator creatively connects technology systems to turbocharge progress against any contact center goal.

Contact Center 153

Contact Center Abandon Rate Innovation Conference 153

TechSee

JUNE 10, 2021

The number of electronic devices connected to the Internet of Things (IoT) has skyrocketed, and the trajectory is expected to continue. Even before the pandemic created a remote-first world, 72% of consumers said they wanted to solve their problems or issues on their own without having to engage with a human customer service agent.

Self Service 207

Self Service Innovation Analytics Transportation 207

Gainsight

MAY 23, 2019

In addition to the exciting announcement of the Gainsight Customer Cloud at Pulse 2019 and new offerings that include Gainsight CDP, CX and RO, our product leaders also shared an incredible list of innovations to our existing products. Renewal Center is available in beta now and will be released in the Summer of 2019. Coming Soon.

Effort Score 75

Effort Score Analytics Report Engagement 75

NetBase

OCTOBER 21, 2019

What dictates consumers’ media consumption habits? We explore that and more in our Social Media Industry Report 2019: Media & Entertainment. Here’s why: Global consumers spent more than 473 minutes a day with media in 2018. Consumers crave customized content – and they also want to be heard. So who does it best?

Entertainment 46

Entertainment Social Media Report Industry 46

BlueOcean

APRIL 15, 2019

From the retail experience to social media connections to issue resolution via the contact center, customers want their individual needs known and reflected in the interactions, services, and products they pay for. The trend of personalized customer experience has since transformed almost every industry as we know it.

Customer Care 189

Customer Care Social Media Contact Center Poor Customer Service 189

Kayako

JANUARY 3, 2019

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. Consumers value high-quality support over speed – quality over quantity. Luckily for you, it’s not too late to start.

Trends 156

Trends Customer Experience Ecommerce Analytics 156

inmoment

JUNE 17, 2019

Brands are being inundated with talk about consumers’ increasing expectations when it comes to customer experience (CX). The 2019 CX Trends Report conducted by InMoment suggests that despite evolving conversations around CX, companies are struggling to balance their own needs and changing customer preferences.

Trends 53

Trends Customer Experience Comparison Loyalty 53

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. But that’s not all…. Instagram Converts!

Video 70

Video Sports Social Media Analytics 70

NetBase

MARCH 25, 2020

Businesses and consumers are operating in a new reality as they pull together to fight the Coronavirus pandemic. How do companies stay on the consumers’ radar with business closures and mandated quarantines? Completing this, LV moved consultations and post-sale customer services online as well, doubling online sales from 2019.

Retail 46

Retail Consumers Fashion Financial 46

Team HGS

JANUARY 9, 2019

HGS Roundtable: Top Customer Experience (CX) Trends in 2019. For our 2019 predictions, we are honored to share unique and well-informed perspectives from an elite group of industry thought leaders. In with the New” addresses the wide range of disrupters—those capabilities and tools required to stay ahead of consumer demand.

Trends 40

Trends Self Service Customer Experience Social Media 40

NetBase

APRIL 18, 2019

Additionally, you have to recognize that if your audience can’t interact with you about Earth Day, they’ll interact with your competitors instead. Brands may fear opening the floodgates of consumer criticism by inadvertently shining light on areas where they aren’t doing enough. Look for Passionate Audience Segments.

Analytics 61

Analytics Brands Analysis Course 61

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 49

Customer Success Self Service Chief Customer Officer Trends 49

NetBase

OCTOBER 21, 2019

What dictates consumers’ media consumption habits? We explore that and more in our Social Media Industry Report 2019: Media & Entertainment. Here’s why: Global consumers spent more than 473 minutes a day with media in 2018. Consumers crave customized content – and they also want to be heard. So, who does it best?

Entertainment 40

Entertainment Social Media Report Industry 40

Kustomer

JUNE 8, 2021

In a study conducted by The Global Consumer , more than one-third of global consumers purchased products online at least once per week. As more consumers practiced social distancing and stayed at home, their online shopping habits increased. retailers alone in Q2 of 2020 was 44% higher than the same period in 2019.

Customer Service 105

Customer Service e-support Self Service Omni-Channel 105

NetBase

APRIL 17, 2019

Whether traveling by plane, train or cruise ship, there are purchase drivers specific to certain segments of consumers, and some that are common to all, by category! Creating campaigns that speak to these unmet (and sometimes, not fully realized) desires demonstrates a level of understanding and care for consumers’ well being.

Travel 52

Travel Airlines B2C Groups 52

TechSee

OCTOBER 31, 2018

billion connected devices will be in use worldwide by 2020, more and more CSPs are jumping on the bandwagon, recognizing the value of artificial intelligence applications in the telecommunications industry. Comcast has also introduced a voice remote that allows customers to interact with their Comcast system through natural speech.

Industry 100

Industry Telecommunications Trends Self Service 100

Comm100

MARCH 4, 2021

Our annual live chat benchmark report reveals the answers to these questions, pulling from over 66 million chat interactions. Download our 2021 Live Chat Benchmark Report to see how you stack up against your peers and get access to live chat insights from over 66M chat interactions. Free Download: Live Chat Benchmark Report 2021.

Data 131

Data Omni-Channel Effort Score Report 131

Centercode

SEPTEMBER 14, 2020

In 2019, the number of wearable shipments jumped over 80% with a new high of 118.9 Consumers rely on wearables like smartwatches, wireless earbuds, and connected fitness products to enhance a wide range of daily activities, from measuring vitals for both proactive and reactive health care to improving their overall quality of life.

Wireless 92

Wireless Connections Feedback System 92

Hero Digital

DECEMBER 11, 2018

Brand loyalty is at an all-time low, but values-driven connections are tipping the scale for customers across generations. For younger consumers, an emotional CX strategy is even more important: 56% of Gen Z customers say that a fun in-store experience influences where they shop. Connection. Reassurance.

Omni-Channel 42

Omni-Channel Connections Brands Healthcare 42

Hallmark Business Connections

MARCH 16, 2021

And there’s no denying the collective wealth of the Baby Boomer generation: At 73 million strong , the 50-plus segment of shoppers commanded more than half of all consumer spending pre-pandemic. And even though the pandemic caused many consumers to tighten their belts, Boomers were the least likely to report financial insecurity.

Marketing 98

Marketing Social Media Retail Insurance 98

transcosmos Information Systems

JANUARY 21, 2019

This proves that consumers place a higher premium on excellent customer service than competitive pricing. Today’s customer service has evolved from face-to-face and on the phone interactions to email, live chat, and social media. Customer service in 2019 means you have to get creative in attending to unusual problems.

Customer Service 48

Customer Service Course Exercises Social Media 48

Comm100

AUGUST 5, 2020

For today’s consumer fast support is non-negotiable, and long wait times are unacceptable. Interactive Voice Response (IVR) is often used to mitigate long wait times by routing callers to the appropriate agent or department, but this too can backfire. The efficiencies of a connected omnichannel platform .

Wait Times 130

Wait Times Tips Customer Service Omni-Channel 130