InMoment XI

DECEMBER 15, 2022

Digital experience trends are the new road maps of modern day business. Think of digital experience trends being the new maps application in your business. Identifying digital experience trends will help you adapt your business to get ahead of your consumer, not behind them. Tune in below!

Trends 529

Trends How To Social Media Survey 529

Oracle

MARCH 4, 2019

The digital customer experience evolves rapidly. With every new smartphone release and operating system update comes room for improvement with how consumers experience your brand. Here are 4 tips for improving the digital customer experience in 2019. Identify and audit customer journeys for ease.

Tips 110

Tips Strategy Customer Experience Knowledge Base 110

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. 10 Key CX Technology Trends for 2019.

Trends 88

Trends Customer Experience Social Media Self Service 88

Oracle

JANUARY 15, 2019

The SmarterCX team is on location at NRF 2019: Retail’s Big Show in New York City this week getting an inside look at the latest in retail customer experience trends and technology. Here are some of the hottest trends, technology, and takeaways from NRF 2019. 4 key steps to stay ahead of the customer.

Retail 100

Retail Customer Experience Omni-Channel Trends 100

Oracle

APRIL 1, 2019

Today, the omnichannel customer experience (CX) is quickly evolving into the core brand CX. Brands designing and delivering their omnichannel customer experience have more opportunities to get their CX right. Hyken notes that “‘ Omnichannel’ means nothing to the customer.

Omni-Channel 108

Omni-Channel Customer Experience Touchpoint B2C 108

NICE inContact

JUNE 5, 2019

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. Transparency is key!

Consumers 136

Consumers Chatbots Contact Center ROI 136

Eptica

JANUARY 16, 2019

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.

Consumers 71

Consumers Brands Social Media Measurement 71

iPerceptions

JANUARY 29, 2019

In 2019, the heat will be turned up on Customer Experience (CX) professionals to design positive, memorable experiences that will attract new consumers, and keep existing customers from fleeing to their competition.

Customer Experience 89

Customer Experience Trends Consumers Customers 89

Oracle

FEBRUARY 5, 2019

Customer experience (CX) is having a moment. More attention and more resources are flowing as organizations realize that CX just may be the centerpiece of their master plan for customer acquisition AND customer retention (not to mention employee satisfaction). What CX Leaders LOVE in 2019. Don’t miss it!

Customer Experience 92

Customer Experience Leadership Customer Journeys Customers 92

Calabrio

MAY 10, 2019

As consumers have become more informed and competition amongst companies fiercer, customer experience (CX) has emerged as a key point of competitive differentiation and the contact centre as an essential part of the experience. Here are my recommendations for must-see sessions: The Basics of Customer Experience.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

Oracle

MARCH 18, 2019

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. Customers want to understand a retailer’s values and history. Be transparent.

Loyalty 60

Loyalty Consumers Loyalty Programs Retail 60

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.

Customer Experience 77

Customer Experience Self Service Consumers Social Media 77

TechSee

JANUARY 2, 2019

If you’re in the Smart Home or Smart City business, CES 2019 is a must visit. CES 2019 Smart Home Sessions Not to be Missed. Whirlpool will reveal what consumers are craving – easy to understand smart features that are a practical, efficient addition to their everyday household tasks. Smart Home Startups to See at CES 2019.

Innovation 174

Innovation Entertainment Knowledge Base Technology 174

CloudCherry

SEPTEMBER 6, 2018

Predictive analytics is a branch of business intelligence that takes customer data and behaviors from within your application, analyzes them, and produces predictions on future paths your customers might take or emotions they might feel towards your brand. No more guessing about what customers truly want. Customer Sentiment.

Analytics 221

Analytics Analysis NPS Financial 221

Maru Group

JANUARY 8, 2019

Changing spending habits, growing business rates, unprecedented levels of discounting and even the weather all collided to make 2018 one of the most difficult trading years for consumer brands in recent history. Customer Experience has never been so important. The customer journey doesn’t stop when a shopper hits ‘purchase’.

Customer Experience 56

Customer Experience Retail Customers Brands 56

Kustomer

DECEMBER 20, 2019

The final days of 2019 are drawing to a close, and that means it’s time for Kustomer’s year-end wrap up. It has been an exciting year, with much growth and development not only for Kustomer, but for the customer service space as a whole. Here are some of the most memorable highlights: Top Customer Service Trends of 2019.

e-support 93

e-support Omni-Channel Case Study Comparison 93

NetBase

NOVEMBER 25, 2019

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 And we have a preview to get you excited about the possibilities!

Social Media 52

Social Media Report Consumers Industry 52

NICE inContact

OCTOBER 18, 2019

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.

Contact Center 120

Contact Center Self Service Omni-Channel Call Center 120

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. Contextual awareness will redefine the customer experience. Chatbot and customer experience (CX) developers will face daunting design challenges.

Customer Experience 79

Customer Experience Chatbots Hospitality Hotels 79

Experience Matters

DECEMBER 23, 2019

The XM Institute has published new research that examines the impact that customer experience has on the loyalty of U.S. consumers across 20 industries. You can download these reports for free: The ROI of Customer Experience. Data Snapshot: What Happens After a Bad Experience, 2019.

ROI 275

ROI Consumers Loyalty Industry 275

NetBase

NOVEMBER 25, 2019

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 And we have a preview to get you excited about the possibilities!

Social Media 52

Social Media Report Consumers Industry 52

Kayako

JANUARY 3, 2019

Increasingly, small and medium businesses have a ready-to-go customer experience strategy. In fact, 81% of CX leaders say their companies will compete nearly solely on experience within the next few years but only 22% of leaders say their efforts have exceeded customer expectations. Customers don’t like waiting.

Trends 156

Trends Customer Experience Ecommerce Analytics 156

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it?

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Centercode

JANUARY 15, 2021

The people who consume tech have also changed significantly. From the niche world of hi-tech enthusiasts from the 90s to today’s mainstream users, the people who consume technology have had as much of an effect on its evolution as it has had in our daily life. Yesterday’s Tech Buyers: Enthusiasts.

Consumers 95

Consumers Wireless Technology eBook 95

Oracle

MARCH 12, 2019

Shoptalk describes itself as an event “where the entire retail ecosystem comes together to create the future of retail based on the latest trends, technologies and business models, including changes in consumer expectations.” Retail is embracing new service delivery models to meet consumer needs.

Retail 86

Retail Conference Case Study Consumers 86

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. And what better way of doing this than exploring the 2019-20 Contact Babel UK Contact Centre Decision-Makers’ Guide , sponsored by Enghouse Interactive.

Self Service 75

Self Service Customer Service Social Media NPS 75

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. Who’s there?

Self Service 95

Self Service Innovation Telecommunications Consumers 95

ShepHyken

SEPTEMBER 10, 2021

She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before. Customers want their concerns resolved swiftly, without having to wait in line or being handed from one executive to another. . Respond to customer concerns promptly.?

Customer Experience 100

Customer Experience Self Service Advertising Customer Expectations 100

Kustomer

OCTOBER 2, 2020

Optimal customer service is a must for companies that want a stellar reputation that keeps business flowing. 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.

Consumers 80

Consumers How To Retail e-support 80

NetBase

AUGUST 7, 2020

They recently experienced wild success leveraging TikTok to target young consumers during this lockdown. We will investigate how a brand can capture consumers by harnessing popular media, examined via social media listening. So, the consumer and market intelligence was clear. A perfect example is mattress brand Simmons.

Consumers 80

Consumers Social Media Video Brands 80

Oracle

FEBRUARY 20, 2019

At NRF 2019 , we asked retail leaders, “What are the top retail trends in 2019?” ” From extended reality and actionable artificial intelligence to autonomous checkout, hear about 10 of the hottest retail trends and technologies they see making a difference in shopping experiences this year.

Retail 89

Retail Trends Competitive Advantage Consulting 89

Oracle

NOVEMBER 27, 2018

It looks like 2019 will be a big year for businesses that are looking to implement a configure-price-quote (CPQ) solution to ramp up their sales strategy. We looked at the 3 major CPQ software trends we expect to see for this year and examined which 2 CPQ features will be most used in 2019. CPQ Feature Prediction #1: Guided selling.

Trends 100

Trends Software Ecommerce B2B 100

Eptica

SEPTEMBER 4, 2019

Date: Wednesday, September 4, 2019 Author: Pauline Ashenden - Marketing Manager How Crédit Agricole Consumer Finance is uncovering the hidden “why” behind the customer experience. Published on: September 04, 2019. That’s why so many successful companies operate Voice of the Customer (VoC) programs.

Net Promoter Score 62

Net Promoter Score Consumers Effort Score Customer Experience 62

Eptica

APRIL 12, 2019

Date: Friday, April 12, 2019 Author: Pauline Ashenden - Marketing Manager Analyzing CX sentiment in 2019. Published on: April 12, 2019. From the conversations we had on the Eptica stand and presentations attended, I’d draw four key conclusions on the state of UK customer service.

Conference 76

Conference Self Service Fashion Ecommerce 76

Bold360

DECEMBER 19, 2018

2018 was the year that AI moved from an experiment for many companies to a critical way that companies engage with employees and customers alike. 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 that consumers stop compromising.

Chatbots 78

Chatbots Consumers Employee Experience Technology 78