TechSee

DECEMBER 11, 2018

2019 will be a critical year for call center customer experience strategy: either they will finally move the needle or risk elimination. To deliver value in 2019, call center leaders must select a CX initiative that can immediately demonstrate ROI. The post How to improve you call center customer experience strategy for 2019?

Call Center 182

Call Center Omni-Channel Self Service Strategy 182

NetBase

JANUARY 1, 2019

It’s 2019 and time for another fast-paced year where brands are made and broken at the speed of social. This is another way Lloyds Bank uses NetBase – to assess risk using automated alerts about damaging keywords connected to their brand. Thank goodness for real-time dashboards. What’s the best party that ever happened?

Social Media 62

Social Media Tips Banking Sports 62

Lithium

DECEMBER 28, 2020

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Right now, Khoros customers can leverage the platform to deliver a fully connected customer journey.

Omni-Channel 52

Omni-Channel Engagement Social Media Roadmap 52

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 Touchpoint B2C 108

CloudCherry

SEPTEMBER 6, 2018

Customer sentiment allows your company to take things like form responses, emails, and contacts via social media, bucket them all together and monitor your customer’s sentiment in real time. We used path analysis and a structural equation model, which are causal models, to untangle the connections between experience drivers.

Analytics 221

Analytics Analysis NPS Financial 221

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. Expect 2019 to see this trend accelerate, particularly as we see the trust agenda escalating in today’s post-GDPR world.

Trends 88

Trends Customer Experience Social Media Self Service 88

Kayako

JANUARY 3, 2019

Now that 2018 is slowly wrapping up, companies are looking into starting 2019 with a ready-to-go customer experience strategy. 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.

Trends 120

Trends Customer Experience Ecommerce Analytics 120

NetBase

APRIL 2, 2019

Our 2019 Social Analytics and Artificial Intelligence Report deconstructs the struggle and offers insight to help! Social audiences are complex and so is the insight their online activity offers brands. What Next Gen AI is, as well as its role in social analytics. Let’s take a peek. Simple Automation Can’t Cut It.

Analytics 90

Analytics Report Social Media Consumers 90

NetBase

DECEMBER 7, 2018

At last month’s Social Media Week London event, marketing agility was the topic of a panel moderated by NetBase VP EMEA, Michael (MJ) Paradiso. Charlie Marples , Social Media Insights Manager, Lloyds Banking Group. Manideepa Paul , Social Media Insights Manager, Lloyds Banking Group.

Social Media 56

Social Media Banking Groups Analytics 56

NetBase

SEPTEMBER 13, 2019

But social media audience analysis levels the playing field, capturing key consumer insights that makes messaging resonate and helps elevate your brand. And a significant revelation made possible by social media audience analysis. Marketing success can feel elusive some days. Let’s check it out! Who Are You?

Social Media 53

Social Media Analysis Marketing How To 53

ShepHyken

DECEMBER 30, 2019

Using Social Media to Connect with Your Most Loyal Customers by Michael A. Create a better experience for them on social media. Several professors contributed to this short, but insightful, article about how to leverage social media in a way that drives higher revenue per customer.

Customer Service 111

Customer Service Self Service Social Media Customer Centricity 111

NetBase

JANUARY 25, 2019

Now that 2019 is here, what should your brand or business be focused on during this first, pace-setting quarter? In addition to metrics like revenue, profit margins, expenses, and monthly profits/losses, there are several social KPIs worth tracking – because they can define the next year. Reach out to see them in action.

Social Media 59

Social Media Metrics Analytics Trends 59

TechSee

FEBRUARY 19, 2019

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

Self Service 95

Self Service Innovation Telecommunications Consumers 95

Comm100

JUNE 15, 2022

Canadian Blood Services (CBS) first launched Comm100 Live Chat on their website in 2018 to connect with digital-first customers that were being missed by traditional phone support. In 2019 however, they launched a new customer-facing product, which meant a huge increase in their customer base. Canadian Blood Services.

Chatbots 198

Chatbots Industry Customer Service Wait Times 198

ShepHyken

SEPTEMBER 23, 2019

billion in 2019 — a 44% increase over 2018. Content marketing, social media, customer feedback, customer support, and training and analytics… These aren’t just buzz words. I connected with respected pros in the sector for their thoughts and best uses of AI in customer service. My Comment: You want happy customers?

Customer Journeys 98

Customer Journeys Customer Service B2B Social Media 98

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Right now, Khoros customers can leverage the platform to deliver a fully connected customer journey.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Right now, Khoros customers can leverage the platform to deliver a fully connected customer journey.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40

Oracle

NOVEMBER 27, 2019

From transformations in customer service technology and grocery shopping, to social media shopping and changes in the delivery and brick-and-mortar experience, here’s a look at innovations reshaping retail in 2019 and beyond. The emergence of social shopping. Revolutionizing the drive-thru experience.

Retail 74

Retail Innovation Trends Ecommerce 74

ShepHyken

MARCH 3, 2019

My Comment: The concept of omnichannel simply means a customer can connect with you, seamlessly, a number of different ways; in person, phone, message, social media channels, etc. The post 5 Top Customer Service Articles for the Week of March 4, 2019 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 93

Customer Service Omni-Channel Customer Retention Case Study 93

ShepHyken

MARCH 18, 2019

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. CX in 2019: Top Customer Experience Trends to Keep on Your Radar by Gavin James. 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

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. But we want to call out the impact of social media in the hands of customers whose expectations haven’t been met.

Customer Care 189

Customer Care Social Media Contact Center Poor Customer Service 189

NetBase

MAY 2, 2019

If “just as close” sounds like an exaggeration, you’ve just uncovered what you’re missing in your engagement efforts – which impact your ability to convert via social media. Engaging consumers is all about connecting to them personally – as if you were their bestie, hanging out over coffee. Find Your Pack Leaders.

Engagement 71

Engagement Entertainment Sports Social Media 71

Beyond Philosophy

APRIL 13, 2023

Part of the reason FOMO has become a part of our vocabulary is because of social media. However, when we define it in terms of social media, it’s also a social phenomenon. So, we not only fear being excluded from the experience but also being excluded socially. The feeds are constantly rolling.

Tools 78

Tools Social Media Marketing Groups 78

Comm100

AUGUST 5, 2020

Angry customers can even turn to social media to flame brands, harming the company’s image and impacting your bottom line. In a 2019 study conducted by Vonage, only 15% of respondents felt that IVR was conducive to positive CX. The efficiencies of a connected omnichannel platform . Free Omnichannel Customer Engagement.

Wait Times 130

Wait Times Tips Customer Service Omni-Channel 130

Beyond Philosophy

APRIL 9, 2021

She has a larger personal social number overall because she spends more time on it than I do. However, the concept of social relationships connecting to how you spend your time holds for business relationships, too. The Social Network-Dunbar Connection. At its core, social media is social.

Management 156

Management Social Media Groups Call Center 156

Lithium

DECEMBER 28, 2020

Paid and organic social media are better together. Although organic and paid social media can seem to be at odds with each other, the truth is they are both equally important — and together can bring better results than they could individually. Proving the ROI of customer engagement is possible.

Engagement 52

Engagement Social Media ROI Multi-Channel 52

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

NetBase

FEBRUARY 18, 2019

Is 2019 the year of the Instagram Influencer? Influencers, of course, will give a resounding yes – and those who understand the power of social listening and sentiment analysis are likely to say the same. And then connect with us for a demo to see it all in action, as it relates to your brand specifically. Are they correct?

eBook 55

eBook Marketing Comparison Analysis 55

Russel Lolacher

MARCH 8, 2020

According to Pew Research , this generation was born between 1981 and 1996 (ages 23 to 38 in 2019). 2) Millennials Expect You to Engage with them on Social Media. Salesforce found 86% of Millennials and GenZers use social media, 52% said it was their preferred method of engaging with brands.

Customer Care 80

Customer Care Social Media Comparison Groups 80

ProProfs Chat

JANUARY 10, 2019

Here’s a list of top nine customer service trends you need to watch out this 2019: #1: Self-service – The New Mantra! But is that all you aim to offer in 2019 too? Further, adopting this approach helps customers to connect with your brand easily. #6: But worry not, we’ve got you covered.

Trends 77

Trends Self Service Customer Service Omni-Channel 77

NICE inContact

AUGUST 23, 2019

Gen-Z doesn’t know a world without the internet and social media; however, the best way to communicate with Gen-Z in a professional setting is through face-to-face communication ( HR Exchange Network , 2019). Ironically, while both generations can be difficult to engage, they are always connected.

Contact Center 137

Contact Center Gamification Management Social Media 137

NICE inContact

AUGUST 23, 2019

Gen-Z doesn’t know a world without the internet and social media; however, the best way to communicate with Gen-Z in a professional setting is through face-to-face communication ( HR Exchange Network , 2019). Ironically, while both generations can be difficult to engage, they are always connected.

Contact Center 136

Contact Center Gamification Management Social Media 136

NetBase

FEBRUARY 18, 2019

Is 2019 the year of the Instagram Influencer? Influencers, of course, will give a resounding yes – and those who understand the power of social listening and sentiment analysis are likely to say the same. And then connect with us for a demo to see it all in action, as it relates to your brand specifically. Are they correct?

Marketing 40

Marketing eBook Comparison Analysis 40

ClientSuccess

JULY 23, 2019

If they still have to get on the phone to get their matter addressed, they expect to get the connected to the right agent with the right information right away. Customer care agents today are crossed-trained for expertise in all customer engagement mediums including social media, email, chat, phone and text.

Self Service 40

Self Service Trends Customer Service Social Media 40

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 EXPECTATIONS: Brands strive to meet the extraordinary expectations of today’s connected customer.

Trends 40

Trends Self Service Customer Experience Social Media 40

CSM Magazine

JULY 29, 2020

Emily Crisps bought into an outdoor media space campaign back in December 2019, the thought process being that the following April would be perfectly timed to run its first ever outdoor advertising campaign. Food lovers are asked to share their meals on social media using the #FoodLoveStories hashtag. Emily Crisps.

Marketing 104

Marketing Social Media Multi-Channel Advertising 104

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. of accounts are inactive – luckily (if you’re using NetBase ), best-in-class social analytics tools recognize and filter out spambots and other irrelevant data. But that’s not all….

Video 70

Video Sports Social Media Analytics 70