Clarivate

MAY 18, 2023

Our new sustainability report is full of real-life examples of how we help our customers, colleagues and communities, with transparent, data-driven results and real insights on where we need to focus moving forward. The post Advancing our commitments to global sustainability [Report] appeared first on Clarivate.

Report 98

Report Innovation Government Culture 98

NetBase

DECEMBER 3, 2019

The 2019 Consumer Experience Analytics Report: EMEA has answers! And the verticals include technology; media and entertainment; consumer products; banking and finance; health and pharmaceutical; and, retail. We’ll share a high-level summary below, but be sure to download the report to really dig in. Online reviews.

Report 52

Report Analytics Entertainment Survey 52

Peter Lavers

NOVEMBER 28, 2019

I was recently asked by The Northridge Group to review their 2019 State of Customer Service Experience report. 68% of consumers experience a long wait time to reach an agent while 64% say they experience difficulty when trying to navigate a company’s website. 86% of consumers will tell others about a bad service experience.

Groups 52

Groups Report Wait Times Consumers 52

NetBase

OCTOBER 21, 2019

What dictates consumers’ media consumption habits? We explore that and more in our Social Media Industry Report 2019: Media & Entertainment. And we have a preview of the report for you below! Here’s why: Global consumers spent more than 473 minutes a day with media in 2018. What the Consumers in the Wild Want.

Entertainment 46

Entertainment Social Media Report Industry 46

NICE inContact

OCTOBER 18, 2019

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Featuring a thorough evaluation of cloud providers by one of the independent analyst firms in the industry, the report is an invaluable tool for contact center leaders considering new technology investments.

Contact Center 120

Contact Center Self Service Omni-Channel Call Center 120

NetBase

APRIL 24, 2019

You can see what we discovered in NetBase’s 2019 Luxury Brands Industry Report – but first, a preview with some highlights! Either way, it’s important to note that these posts can decide the fate of your brand, so making consumer experience (CX) a top priority is wise. So were we! Social Listening & Taking Action.

Report 40

Report Industry Brands Effort Score 40

InMoment XI

DECEMBER 15, 2022

You aren’t waiting until the end of the year to get a mailed report containing consumer trends for the past year (hopefully), but rather you need to be keeping up with your consumers in real time. Identifying digital experience trends will help you adapt your business to get ahead of your consumer, not behind them.

Trends 529

Trends How To Social Media Survey 529

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. The post 3 Ways to Drive Consumer Loyalty in 2019 appeared first on SmarterCX. Be transparent.

Loyalty 60

Loyalty Consumers Loyalty Programs Retail 60

NetBase

AUGUST 1, 2019

Our 2019 EMEA Social Media Market Survey Report answers that question, and more. Better understand customer experience and the consumer journey. And that last bullet will drive ways to reconnect with consumers and re-energize confidence. We have a robust sample size sharing insight in this survey report.

Social Media 53

Social Media Report Survey Marketing 53

NetBase

JANUARY 9, 2019

Understanding consumer love, and what drives it, can be the difference to a brand that’s struggling. The NetBase Industry Report 2019: Retail explores where some of the biggest names in retail rank, and why – as well as what brands can learn from those at the top, bottom, and everywhere in between. Here’s a sneak peak.

Retail 45

Retail Report Industry Strategy 45

Experience Matters

DECEMBER 23, 2019

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. This research shows how often consumers run into bad experiences, and then examines how consumer Read More.

ROI 275

ROI Consumers Loyalty Industry 275

NetBase

MAY 30, 2019

When offering a top-notch experience is your product, you’ve got your work cut out for you in today’s consumer-empowered climate. Here are some highlights from the NetBase report 2019 Hospitality & Restaurants: 25 Secrets Unlocked by Customer Experience Analytics. Such is the lot of hospitality and restaurant brands.

Hospitality 56

Hospitality Analytics Report Consumers 56

NetBase

SEPTEMBER 24, 2019

Global beauty brands have lots of competition online in 2019 – and 2020 is shaping up for much of the same, but coming at them faster. The report is organized into categories: Makeup. This report shows ways top brands are attacking this potential. Now for some category-specific tips/trends taken directly from the report.

Social Media 40

Social Media Report Industry Brands 40

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. Here are some of the most memorable highlights: Top Customer Service Trends of 2019. Achieving true omnichannel support was a focus of many organizations in 2019. Kustomer 2019 Developments. The Rise of AI and ML.

e-support 93

e-support Omni-Channel Case Study Comparison 93

NetBase

OCTOBER 21, 2019

What dictates consumers’ media consumption habits? We explore that and more in our Social Media Industry Report 2019: Media & Entertainment. And we have a preview of the report for you below! Here’s why: Global consumers spent more than 473 minutes a day with media in 2018. What the Consumers in the Wild Want.

Entertainment 40

Entertainment Social Media Report Industry 40

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

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

NetBase

FEBRUARY 28, 2019

Geography is an important social analytics metric – that’s why we venture near and far in our quest to understand consumer love for brands. Our latest NetBase Brand Passion Report 2019: Top Loved Australian Brands reveals insights about brands in the magical land of “Oz” – but there are takeaways for all brands everywhere.

Report 40

Report Consumers Brands Airlines 40

CloudCherry

SEPTEMBER 6, 2018

If sales reports show an increase in sneaker purchases, it makes sense to continue stocking them. Essentially, predictive analytics is used to reverse-engineer the actions taken by customers to prescribe CX strategies that will result in a positive outcome for both your consumer and your company. No more crystal balls.

Analytics 221

Analytics Analysis NPS Financial 221

LiveChat

FEBRUARY 1, 2019

To help you start, I’ve pulled the main takeaways from LiveChat 2019 Customer Service Report that you should focus on. It’s worth mentioning, the report is based on the data from 25k companies representing 19 industries. Keep in mind, consumers have so much choice. Consumers wants to be heard, listened to and helped ASAP.

Report 57

Report Customer Service Chatbots Customer Satisfaction 57

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

ShepHyken

APRIL 1, 2019

How Customer Service Trends Are Changing in 2019: Highlights from the New State of Service Report by Sarah Patterson. Salesforce) Today, we’re releasing a new research report that shows just how trends in customer service are evolving in this hypercompetitive customer landscape. Do Customers Trust Your Tech?

Customer Service 99

Customer Service Social Media Chatbots Trends 99

Clarivate

FEBRUARY 10, 2022

Download our report for insights into the South and Southeast Asia innovation landscape. To better understand the key players and the emerging, evolving trends in innovation, we looked across the South and Southeast Asia landscape in our latest report. Key findings from our report. Measuring innovation.

Report 52

Report Innovation Government Competitive Advantage 52

ShepHyken

MARCH 25, 2019

Survey: Customer experience trends 2019 by Lynne Capozzi. ClickZ) Per a recent survey, 66% of consumers globally said: “I don’t remember when a brand experience exceeded my expectations.” ” Key findings from the report. If you like what you read, be sure to download the rest of the report.

Customer Service 107

Customer Service Competitive Advantage Trends Culture 107

NetBase

JULY 24, 2020

And it’s winning consumer love, which is the name of game when it comes to marketing these days. Brands and consumers fighting price gouging and stockpiling. How a brand can stay one step ahead of their consumers, with consumer and market research. 66% of consumers say brand transparency is key to their support.

Consumers 90

Consumers Social Media Brands Analysis 90

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. Since joining Calabrio seven years ago, I’ve seen the landscape of the contact centre space change dramatically.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

NetBase

SEPTEMBER 1, 2020

And we have a whole report full of brands using social listening to do precisely that in our latest NetBase Quid Brand Passion Report: Top Global Brands 2020 – and you can too! This report includes consumer insights from 200+ countries, including 410M+ million posts of earned mentions. Social Listening for Social Mood.

Brands 52

Brands Report Social Media Analysis 52

datastax

JANUARY 2, 2019

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 . zip codes, addresses or weather reports—to power their businesses. Geospatial search.

Trends 105

Trends Data Management Government 105

delighted

JUNE 3, 2021

Shopping patterns in the US have changed dramatically since January 2020, when the first coronavirus case was reported in the US. Consumer spending plunged amidst lay-offs and shelter-in-place orders. What we found is that a majority of US consumers are shopping online either via websites (41%) or apps (16%).

Omni-Channel 101

Omni-Channel Retail Consumers Trends 101

CSM Magazine

SEPTEMBER 15, 2021

Upside launches ‘The Tipping Point of Loyalty’ report which also finds retail customers are now less loyal than they were before the pandemic. Among the other significant findings from the report, the quantified impact of the pandemic on retail loyalty suggests that customers are now less loyal than before the pandemic.

Retail 52

Retail Report Banking Tips 52

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.

Retail 78

Retail Trends Conference Innovation 78

ShepHyken

APRIL 15, 2019

(destinationCRM.com) Though the two terms are often used interchangeably, customer service and customer experience are not the same thing, Forrester Research asserts in a new report. My Comment: This article is an interpretation of a Forrester report focused on customer service and customer experience. by Anastasiia Khlystova.

Customer Service 87

Customer Service Self Service Chatbots Retail 87

CSM Magazine

APRIL 20, 2021

After the COVID-19 pandemic, consumer habits have transformed significantly. Social distancing and stay-at-home regulations have forced whole consumer segments to shop differently. A few months into COVID-19, consumer shopping online has increased across different sectors. What Are Consumer Insights?

Consumers 52

Consumers Advertising Trends Entertainment 52

ShepHyken

JUNE 24, 2019

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. Our friends at Dimelo released a report that includes eight “expert tips” on how to unify communication across these channels. Follow on Twitter: @Hyken.

Customer Service 114

Customer Service Poor Customer Service Tips Hotels 114

Talkdesk

JANUARY 2, 2020

Talkdesk is again featured prominently in a report from Gartner, the world’s leading research and advisory company. This new report examines the rapidly changing landscape of available solutions for the customer service industry along with valuable insights, analysis and recommendations. Next best action and decision-making insight.

Report 66

Report Self Service Customer Service Contact Center 66

ShepHyken

JANUARY 28, 2019

The State of Bots in 2019: Successes and Failures by Astrid Monge. Fonolo) According to Forrester, today’s “consumers have more tech at their disposal than ever before and it has fundamentally changed how they experience brands.”. The post 5 Top Customer Service Articles for the Week of January 28, 2019 appeared first on Shep Hyken.

Social Media 98

Social Media Customer Service Customer Care Insurance 98

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