The Top 6 CX Articles of 2019

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We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Our list of the top CX articles of 2019 covers all these topics and more. . April 7, 2019 | Anthony Stephan and Amelia Dunlop | The Wall Street Journal. March 26, 2019 | David Nour | Inc. Feb 25, 2019 | Steve van den Heever | TechRadar. Feb 28, 2019 | Anthony Dukes and Yi Zhu | Harvard Business Review. Apr 25, 2019 | Blake Morgan | Forbes.

3 Best Practices to Improve Experiences in a Patient-as-Consumer World

InMoment XI

This consumer-focused and. In just a few short years, technology and business innovations have fundamentally changed how people interact with—and what they expect from—the services and organizations they depend on.

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Businesses Are Confident in AI — But Consumers Are More Cautious

NICE inContact

But consumers are more cautious. That’s what we discovered upon completion of our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , business wave. Then, we compared business responses with what more than 2,400 consumers told us about their actual service experiences in our 2018 study. Businesses are confident in chatbots’ ability to make it easier for consumers to get their issues resolved, and consumers are less certain.

Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy?

BlueOcean

Let’s get real: once-transformative technologies that allowed businesses to respond to consumer needs with speed and agility no longer elicit the oohs and aahs they once did. While new technology continues to emerge, the digital transformation of recent years has conditioned consumers to expect ultra-responsive, technologically-powered customer service, but they want more than that. Consumers Expect Brands to Know Their Personal Preferences. Consumers are Hungry for Honesty.

Artificial Intelligence and the Customer Experience

The Digital Revolution: Rising Consumer Expectations

NICE inContact

The highest growth is expected in the areas of messaging and AI-driven self-service , offering consumers more ways to connect with companies so they can select their channel of choice for the type of problem/issue to address. The post The Digital Revolution: Rising Consumer Expectations appeared first on NICE inContact Blog. Digital today is much more than just email and chat.

3 Ways to Drive Consumer Loyalty in 2019

Oracle

Consumer loyalty is more difficult than ever for retailers to attain. Yet, it is as important as ever for a company’s sustainability to crack the consumer loyalty code. Here are 3 ways to improve loyalty in 2019. Earning consumer loyalty requires determining what needs customers want to fill, working to satisfy them, and exceeding their expectations. The post 3 Ways to Drive Consumer Loyalty in 2019 appeared first on SmarterCX.

Building Consumer Trust Is a Company-Wide Responsibility

Alida

This has been an extraordinarily bright few months for our Vision Critical business. We celebrated our customers at Insights Day events across the globe, presented our vision and business strategy at Forrester’s CX SF , and went online with Argyle to talk about the customer experience with hundreds of marketing and CX professionals.

10 Hot Retail Trends in 2019

Oracle

At NRF 2019 , we asked retail leaders, “What are the top retail trends in 2019?” So, leveraging machine learning and science to understand consumer behavior, to understand mind patterns, is definitely going to give a competitive advantage to any retailer that is willing to jump into the science and machine learning world.” So, I think that’s something that we’re going to see a lot of in 2019.” Market Trends 2019 Predictions

Online consumer research panels – A hot topic in every industry

QuestionPro Audience

What are online consumer research panels? Why are online consumer research panels necessary: How listening and capturing authentic insights from your online consumer research panel helps: Shifting online consumer panel insights to action. Different types of online consumer research panels. Online consumer research panels are defined as a group of people recruited by a business or organization to provide inputs and opinions on products and services.

Digital Experience: Customer Journey Mapping

Speaker: Nitin Sharma, MBA (Market Research, Management Decision Making), CEO, Gold Research Inc.

Regardless of whether they're consumers or other businesses, your customers live in an omni-channel world. So why do so many in the CX space still rely on a single source of customer data, even though that one viewpoint can never reveal the whole picture? In this webinar, we will learn to identify, track, measure, blend, and synthesize insights across multiple digital channels, to pinpoint the exact moments that matter most to your target customers.

Consumer Demands are Changing Faster than Ever. Is your Contact Center Keeping Up?

NICE inContact

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth. The CX Transformation Benchmark year-over-year results among US consumers show a shift toward digital channels for service.

2020: Consumer Trends for the Auto Industry

Brandwatch CX

Consumer Trends 2020

Social Media Industry Report 2019: Consumer Packaged Goods

NetBase

The 2019 Consumer Packaged Goods Industry Report is here! It’s full of consumer insight that will drive sales this holiday season – and well into 2020. The industry is evolving with more consumers changing how they purchase products, with over $58.6

Social Media Industry Report 2019: Consumer Packaged Goods

NetBase

The 2019 Consumer Packaged Goods Industry Report is here! It’s full of consumer insight that will drive sales this holiday season – and well into 2020. The industry is evolving with more consumers changing how they purchase products, with over $58.6

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

Consumers and Businesses Agree: When It Comes to AI, Transparency Is Key

NICE inContact

The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals some very interesting similarities and differences between consumers and businesses in terms of how they view customer service. Businesses are very confident while consumers are proceeding with caution. For one thing, the two groups agree that businesses should immediately inform consumers when they are interacting with a chatbot.

Improving Experiences in a Patient-as-Consumer World: Part 3 of 4

InMoment XI

Overcome Challenges with an All-inclusive, Results-driven Approach In this blog series, I have outlined four essential practices for improving experiences in a patient-as-consumer world. Click here to read the first part of this series, and here for the second part. Today’s blog will focus on overcoming the challenges outlined in part 2 of this series, with an. View Article. Healthcare

Consumer Marketing 2019: Beyond The DTC Revolution

Forrester's Customer Insights

The list of these digitally native, direct-to-consumer (DTC) challenger brands goes on and on — and incumbent consumer brands have taken notice almost as quickly as consumers themselves have turned to these up-and-comers for the products and services they need. B2C marketing digital marketing direct to consumer promotedWarby Parker. Everlane. Casper. Bombas. Harry’s.

5 Trends Set to Define Next Generation Customer Experience in 2019

TechSee

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Increasingly tech-savvy consumers now have a greater ability – and desire – to handle issues on their own terms, and the providers which embrace this trend will be able to reap the rewards.

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The Health of the Contact Center: Are You Ready for 2019?

Eight out of 10 consumers will pay more for a great customer. experience, but 56 percent of consumers still switched service providers in the last year alone. 1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of.

3 Customer Experience Trends to Watch Out For in 2019

Kayako

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. Consumers value high-quality support over speed – quality over quantity.

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CES 2019 – Don’t miss the latest innovations and thinking in the Smart Home realm

TechSee

If you’re in the Smart Home or Smart City business, CES 2019 is a must visit. The Consumer Technology Association (CTA) – owner and producer of the show that attracts over 180,000 attendees – defines resilience as “the place where technologies are going to help keep the world healthy, safe, warm, powered, fed and secure,” making this year’s event especially relevant to the Smart Home domain, where tech has stepped in to provide humans with all of the above.

Improving Experiences in a Patient-as-Consumer World: Part 1 of 4

InMoment XI

Creating Elite Experiences for Today’s Modern Patients In just a few short years, technology and business innovations have fundamentally changed how people interact with—and what they expect from—the services and organizations they depend on. Today, the unavoidable fact is that people make decisions and invest their loyalty based mainly on experiences, not necessarily the nuances. View Article. Healthcare

Consumer Demands are Changing Faster than Ever. Is your Contact Center Keeping Up?

NICE inContact

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth. The CX Transformation Benchmark year-over-year results among US consumers show a shift toward digital channels for service.

Fireside Chat: Lessons from "The Convenience Revolution"

Speaker: Shep Hyken, Bestselling Author & Customer Experience Expert

Join Shep Hyken, bestselling author and Customer Experience expert in a fireside chat, where we will informally discuss the six principles from his bestselling book, "The Convenience Revolution" that underline this shift in consumer preferences.

CX in 2019 is All About Trust: Here’s How to Earn It and Keep It

Oracle

And as we head into 2019, trust is at an all-time low. Trust will be the #1 charter of the CMO in 2019. Whereas in prior years, our biggest challenge may have been differentiation and earning the attention of distracted buyers (both still a struggle), in 2019, differentiation is not enough, and earning attention is not enough. 95% of CMOs said “establishing trust between my brand and the consumer” was a top issue that keeps them up at night in a recent survey.

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NICE inContact Named a Leader in 2019 Gartner Magic Quadrant for Contact Center as a Service, North America

NICE inContact

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Not only that, but we’re a first-time Visionary in the 2019 Magic Quadrant for Contact Center as a Service, Western Europe—recognized with the furthest position in the Completeness of Vision dimension. Our CEO Paul Jarman said it best, “Consumers expect only the best experiences from brands – fast, easy, seamless and personalized – each and every time they communicate.

2020: Consumer Trends for the Restaurant Industry

Brandwatch CX

Consumer Trends 2020 Uncategorized

Why 2019 is all about trust for brands and consumers

Eptica

Date: Wednesday, January 16, 2019 Author: Olivier Njamfa - CEO & Co-Founder Why 2019 is all about trust for brands and consumers. Published on: January 16, 2019. Author: Olivier Njamfa - CEO & Co-Founder As we move into 2019, businesses are having to cope with unprecedented uncertainty. This uncertainty also impacts consumers and their spending.

Moving Customer Service to Customer Experience and How It Benefits Your Business

Speaker: Kristina Evey, Customer Experience Strategist, The Customer Experience Podcast for Business Leaders

The psychology behind consumer behavior and experiences will be addressed as a foundation leading to the methods to build connection with customers to drive loyalty. This webinar will do a deep dive into the mindset, processes and methods of building a successful Customer Experience.

101 Habits of an Effective Complainer. New consumer guide

Helen Dewdney

New consumer guide from best-selling author, The Complaining Cow – released 18 December. Consumers say it can take too much time or they just don’t know where to start. Consumer champions have been quick to praise 101 Habits of an Effective Complainer.

101 Habits of an Effective Complainer. New consumer guide

Helen Dewdney

New consumer guide from best-selling author, The Complaining Cow – released 18 December. Consumers say it can take too much time or they just don’t know where to start. Consumer champions have been quick to praise 101 Habits of an Effective Complainer.

2019 Preview: 4 CX Innovations Shaping the Way We Watch Movies

Oracle

Today’s consumers have more choices about how they watch movies, from going to their nearest theater to streaming a movie to their smartphone. The latest customer experience innovations make it easier to watch movies you want to see on the device of your choice, and 2019 promises technology and programming innovations that will deliver more powerful viewing experiences, across screens. Market Trends 2019 Predictions Customer Experience

Top Six Data Management Trends for 2019

datastax

With another year starting, now is probably a good time to take a look at what’s to come in the world of data management for 2019 and beyond. Here are the top six data management trends for 2019: Analytics, analytics, analytics . In fact, according to a recent study , 80% of consumers are more likely to do business with companies that offer personalized experiences and 90% of them find personalization “appealing.”.

The Omnichannel Olympics: Transform to Perform

Speaker: Ron Dutta, VP-Business Development and Omnichannel CX Solutions

We are currently in an age where customers of all ages are always on the go and do not have time to connect with companies over traditional channels. They want companies to provide more channels of communication and solve problems at their moment of need. How do companies continue to add more channels and keep up great customer service?

Top 100 Events: May 2019

Gravy Analytics

Events are great indicators of consumer interests and trends. We looked at event attendance data for May 2019 to see which events are the most popular with US consumers right now. Easy to say that May 2019 was a month marked by NASCAR, Concerts, and Baseball. . Indy 500 2019 5/26/19 Sports 4790 West 16th Street Indianapolis IN 100. Kentucky Derby 2019 LIVE 5/4/19 Sports 700 Central Avenue Louisville KY 81.