Gainsight

OCTOBER 23, 2019

If I was to tell you in 2009 that in just a few years there would be a new category of software almost as prolific as CRMs, customer support, and project management software you wouldn’t have believed me. And now, as we all know, customer success is one of the fastest growing software categories. Activity/Engagement Monitoring.

Software 60

Software Customer Success Tools Customer Centricity 60

Kustomer

NOVEMBER 4, 2020

Businesses in various sectors have already employed chatbots to better deliver on customer needs and improve the speed at which business can help consumers. billion in 2019 to $9.4 We’ll see businesses using chatbots to cut operational costs and streamline customer service processes. Increase customer engagement and conversions.

Omni-Channel 140

Omni-Channel Customer Experience Chatbots e-support 140

Forrester's Customer Insights

JANUARY 29, 2019

Customers demand that marketing coordinate with sales, service, and commerce to deliver better experiences. That’s why enterprise marketing technology (martech) is melding with customer experience (CX) to deliver consistency and relevance (see Forrester’s “Predictions 2019: B2C Marketing” report).

B2C 45

B2C Strategy Touchpoint Marketing 45

Bold360

FEBRUARY 19, 2020

According to our research, 43% of customers say getting a resolution from the first person they contact is what it takes to make them happy, but only 35% of customer support agents say this is possible. Many agents rely on colleagues for help (29%), which means putting customers on hold.

Tools 52

Tools Average Handle Time Training Customer Satisfaction 52

Forrester's Customer Insights

OCTOBER 22, 2020

In 2019, shoppers purchased more than 175 million items during the event, and its sales surpassed the prior year’s Black Friday and Cyber Monday sales combined. Since 2015, Amazon has hosted its annual summer sale, Prime Day, an exclusive deal event for its Prime members.

Retail 43

Retail Sales Customer Engagement Trends 43

Forrester's Customer Insights

OCTOBER 23, 2019

Originally conceived for its namesake — marketing — EMSS has grown to offer a consolidated source of marketing functionality spanning customer engagement, advertising, measurement, and resource management. The story of enterprise marketing software suites (EMSS) is one of relentless expansion.

Software 24

Software Marketing Advertising Resources 24

Forrester's Customer Insights

JUNE 9, 2020

Now many of us talk to virtual assistants on our smartphone and increasingly on smart speakers (clients see The State Of Voice Assistants, 2019). We’re used to great audio for music, videos, and calls. Tech companies are using improved microphones, computing, and artificial intelligence to create conversational experiences in […].

Innovation 35

Innovation Video Company User Experience 35

Bizagi

JANUARY 30, 2019

A joined-up view of your customer is crucial if you want to excel in experience. You can overcome these silos by using a wrap-around solution that connects your silos, feeds the data into your processes, and makes customer insights available to your team. You also need to react to where they are and what they’re doing.

Net Promoter Score 70

Net Promoter Score Effort Score NPS eBook 70

Chattermill

SEPTEMBER 11, 2019

The Relentless Pursuit Of The Perfect Customer Experience: A Netflix Story. by Harry Buckle on 12 Sep 2019. customer experience. What can we learn from Netflix's attention to customer experience? The ultimate example of a company disrupting an industry with customer experience? Netflix keep customers engaged.

Customer Experience 76

Customer Experience Touchpoint Entertainment Customer Journeys 76

Kustomer

NOVEMBER 4, 2020

Businesses in various sectors have already employed chatbots to better deliver on customer needs and improve the speed at which business can help consumers. billion in 2019 to $9.4 We’ll see businesses using chatbots to cut operational costs and streamline customer service processes. Increase customer engagement and conversions.

Omni-Channel 52

Omni-Channel Customer Experience Chatbots e-support 52

Forrester's Customer Insights

OCTOBER 1, 2019

Customer experience leaders grow revenue faster than CX laggards, drive higher brand preference and loyalty, and can charge more for their products. So how well do banks earn loyalty with the quality of their customer experience? We’ve just released Forrester’s US Banking Customer Experience Index for 2019.

Banking 29

Banking Customer Experience Loyalty Survey 29

Qualtrics

NOVEMBER 6, 2020

But staying on top is harder than it sounds: 25% of the mobile apps downloaded worldwide in 2019 were used only once. Keep your customers on your app by making sure that customer feedback is taken on board. As a result, customers feel more confident giving you feedback, knowing that it will make a tangible impact.

Connections 44

Connections Feedback Survey Net Promoter Score 44

Currency Alliance

JUNE 16, 2020

The incredible degrees of customer engagement that have been achieved, should inspire and guide the efforts of loyalty marketers in the coming year. A flag-bearer, for what can be achieved quickly by a travel brand, comes from a travel program whose parent company went bust in February 2019.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. We believe these trends will occupy most brands’ efforts during 2019. A loyalty program should be relevant to 80% of customers. Many of those experiments fail, but some lead to great customer engagement.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

AUGUST 12, 2021

With the increasing expectations of customers, companies need to look out for new ways to interact and improve their processes and service quality. In this context, many organizations are leveraging AI to boost their customer experience (CX) with more innovative techniques. AI-enabled analytics for vital customer insights.

Customer Experience 11

Customer Experience Automotive Chatbots e-support 11

Magellan Solutions

JULY 19, 2021

Data entry outsourcing has a CAGR of 5% during the 2019-2023 which roughly means $350 million. Data processing outsourcing has been used to provide customer insights. This is possible by analysis and prediction of customer behaviours from millions of data. Customer engagement. Search Engine Optimization.

Data 52

Data Healthcare Analytics Transportation 52

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Kustomer

JULY 22, 2020

But the holiday season also brings a big lump of coal: an increase in needy customers reaching out to your team in need of immediate support. Individuals have the freedom to move between channels throughout their engagement, and are guaranteed consistency, so each conversation starts where the last ended.

Self Service 64

Self Service Omni-Channel e-support Chatbots 64

Currency Alliance

DECEMBER 17, 2019

For a more engaging read, click here to Currency Alliance Loyalty Strategy Guide 2020. There was a mix of good and bad, for loyalty in 2019. Much of the bad has derived from a lack of belief or understanding from CEOs, who constrain budgets, and prop up short-term earnings with value that ought to flow to customers.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

Pointillist

JUNE 5, 2019

Customer experience is a top priority for organizations in 2019 Customer experience is universally recognized as a top priority by most organizations, regardless of industry or size. Less than half of organizations are leveraging data from 11-out-of-the-12 top sources.

Customer Journeys 89

Customer Journeys Measurement Report Omni-Channel 89

Alida

JANUARY 7, 2019

Customer centricity is now a long-term, strategic imperative at the executive level. With one successful IPO, one mega acquisition and accelerating consolidation, 2019 will see the Data Management Platforms (DMPs) take over as the sources of truth in the enterprise. Companies will reorganize around the customer.

Customer Experience 212

Customer Experience Customer Centricity Competitive Advantage Innovation 212

Hero Digital

NOVEMBER 14, 2018

And with 86% of marketers who plan on increasing their CX budgets in 2019, it’s important to keep in mind that CX is more than simply bringing customers in the door; it’s about fostering long-term, meaningful relationships. Our inaugural Customer Experience Trends Report – Closing the CX Gap – is now live!

Engagement 47

Engagement Hospitality Trends Conference 47

Calabrio

OCTOBER 14, 2019

Shep is one of the leading voices in customer service, guiding clients in building loyal relationships with their customers and employees. Based on a vertically oriented media player that aligns with how we consume information today, the design puts critical customer insights at users’ fingertips. Innovation on Display.

Conference 33

Conference Connections Strategy Entertainment 33

Currency Alliance

NOVEMBER 17, 2020

It allows us to keep customers engaged when business plans fly out the window, due to marketplace calamities, such as the Covid-19 pandemic. In November 2019 when we published the Top Trends for 2020 , we could not have known about the Covid-19 pandemic. putting the customer at the center of your business model.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

ChurnZero

SEPTEMBER 27, 2019

Consider using tools that provide seamless access to customer information in your existing workspaces. With instant messaging becoming more common in the workplace, consider tools like Slackbot integrations that can unlock customer insights in a few clicks. ChatBots and Similar Tools. Dashboards for Executive Users.

Customer Success 56

Customer Success Effort Score Customer Centricity Sales 56

Pointillist

MAY 19, 2020

. “ Hank Brigman Customer Experience Strategist Author of TOUCHPOiNT POWER! Approximately one third of CX team leaders report that they obtained an increase in their CX budgets from 2019 to 2020, while nearly half said their budget stayed the same. Over one-in-five saw their budget actually decrease year over year.

Customer Journeys 94

Customer Journeys Measurement Report Management 94

Currency Alliance

FEBRUARY 10, 2021

In my opinion, if someone believes they have reached ‘best practice’, then they typically stop thinking about how to create more value for all stakeholders, and simply allow inertia to drive their customer engagement efforts. Push your team to capture exclusive customer insight.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52

Currency Alliance

APRIL 10, 2021

The 40-60% of less frequent customers are a far larger commercial opportunity. Capture exclusive customer insight. Your proprietary data tells you a lot about your most frequent customers. Your teams need to learn how to keep your brand present and relevant, regardless of where the customer is spending their time.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

Currency Alliance

FEBRUARY 10, 2020

Thanks to supermarkets’ high customer frequency and good data analytics, grocery chains can dynamically apply different points earning levels based on the available margin on each item sold, FMCG/CPG-funded offers, and insight about the share of wallet they are getting from each customer. Foundations for success.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52

Currency Alliance

AUGUST 16, 2019

In the case of Tesco and Pizza Express, the customer can double or triple the perceived value of points on a meal voucher, while Pizza Express knows the net discount they are taking on incremental revenue is well below the contribution margin from serving additional guests. But how many of those ‘partnerships’ share customer insight?

Loyalty 40

Loyalty Brands Loyalty Programs Airlines 40