CloudCherry

SEPTEMBER 6, 2018

In their simplest form, metrics can help brands discover facts about their business like 87% of customers are satisfied with their customer service, or that 20% of store visits are from return customers. These metrics are important to understanding, but they can’t really inform ongoing business decisions.

Analytics 221

Analytics Analysis NPS Financial 221

InMoment XI

DECEMBER 15, 2022

It’s no understatement that you—along with every other business for that matter—are operating completely differently than you did in 2019. However, most CX platforms are still primarily focused on surveys and traditional metrics (in blue in the figure below). The COVID-19 pandemic has changed the way that businesses, well, do business.

Trends 529

Trends How To Social Media Survey 529

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

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

ChurnZero

NOVEMBER 27, 2019

Top Five Customer SuccessCon Berkeley 2019 Takeaways. Last week ChurnZero sponsored Customer SuccessCon 2019 in Berkley, CA. Metrics Aren’t Just for Board Meetings – The Value of Customer Metrics is Immeasurable . The post Customer SuccessCon Berkeley 2019 Takeaways appeared first on ChurnZero.

e-support 75

e-support Chief Customer Officer Metrics Customer Success 75

Thematic

AUGUST 7, 2019

Calculating the ROI of CX: The Complete Guide 2019 Chapter 1: Introduction – ROI or Die! Metrics such as NPS have become currency, accepted in blind faith by many, but CX professionals still have difficulty getting companies to take action on what can move these metrics. Choose your metric. So, where do we start?

ROI 123

ROI NPS Metrics Financial 123

InteractionMetrics

FEBRUARY 10, 2020

10, 2020 – For its proven customer experience excellence, Yaskawa America has won the Interaction Metrics 2019 Gold Award. To achieve the Gold Award, Interaction Metrics sent surveys to Yaskawa customers and employees. QCI Score was developed to counteract overly simplistic metrics that lack accuracy and actionability.

Metrics 52

Metrics Interaction Customer Satisfaction Survey 52

Alliance by IFS

MARCH 28, 2019

We partnered with Aberdeen to bring you the State of Service 2019 on-demand webinar outlining the top challenges faced by today’s best-in-class service firms and what technologies and strategies they are using to overcome them. In order to do so, they must first define key metrics and KPIs such as customer satisfaction.

Video 90

Video Customer Satisfaction Customer Centricity Knowledge Base 90

ShepHyken

JULY 1, 2019

Focusing on metrics, training and AI is this author’s formula for delivering a better experience that gets makes customers want to come back for more. 10 Life Lessons from the 2019 Stanley Cup Champion St. The post 5 Top Customer Service Articles for the Week of July 1, 2019 appeared first on Shep Hyken. But times are changing.

Customer Journeys 120

Customer Journeys Customer Service Exercises B2C 120

ShepHyken

AUGUST 19, 2019

They look specifically at the customer service experience of 500 US-based brands in “high-growth mode” in the month of May 2019. With excessive turnover in contact centers impacting metrics, keeping great agents is good ROI. The post 5 Top Customer Service Articles for the Week of August 19, 2019 appeared first on Shep Hyken.

Customer Service 117

Customer Service Leadership Ecommerce Culture 117

ChurnZero

FEBRUARY 15, 2019

CustomerSuccessMaven (@TheCSMaven) February 5, 2019. Shamanth Shankar (@shamanthshankar) February 5, 2019. Heather Zynczak (@hzynczak) February 5, 2019. Shamanth Shankar (@shamanthshankar) February 5, 2019. Key Product Metrics to Track. Intercom (@intercom) February 5, 2019. CS Tips to Scale.

Customer Success 53

Customer Success Return on Investment Metrics Conference 53

ChurnZero

MAY 10, 2019

Top 10 Customer Success Takeaways from TSW 2019. For those who didn’t get to attend, or for those that attended and want a recap, we compiled a list of our top ten Customer Success takeaways from TSW 2019. Karen (@PVSKC) May 7, 2019. ChurnZero (@churnzero) May 7, 2019. ChurnZero (@churnzero) May 7, 2019.

Customer Success 74

Customer Success Technology Conference Competitive Advantage 74

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

One Size Doesn’t Fit All: Determining the Right CX Success Metric(s) for Your Organization. The post CX Day 2019: What Is it, When Is It, and How to Make the Most Of It appeared first on Experience Investigators. The Journey towards CX Maturity – The Power of Knowing Where You Are and Where You’re Going.

Social Media 146

Social Media How To Culture Customer Centricity 146

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

Alliance by IFS

SEPTEMBER 27, 2019

This year’s theme focused on the company-wide cultural philosophy which recognizes the role and importance of service on humanity looking beyond traditional operational metrics. The post Smarter Services Symposium 2019 Recap appeared first on Astea. It’s always a pleasure to see our customers and partners outside of the office!

Software 50

Software User Experience Technology Culture 50

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

Interactions

JANUARY 16, 2019

We wrapped up 2018 with a look back at the year’s biggest customer care trends , and we’re excited to see what 2019 has in store for the technology industry. So, 2019 may be the year we see more companies ditching the DIY effort and turning to the IVA experts. Conversational AI. Rethinking success. What does success look like?

Trends 59

Trends Chatbots Omni-Channel Customer Care 59

NetBase

JULY 11, 2019

Using our powerful Next Generation AI capabilities , we captured the most loved brands across the globe to create the Brand Passion Report 2019: Top Loved Global Brands. The “also” may make sentiment feel like a secondary metric, but have no doubt – consumer passions are what should be driving decision-making in every organization.

Brands 62

Brands Report Telecommunications Automotive 62

NetBase

JULY 25, 2019

Our 2019 Global Social Media Market Survey Report presents findings from a global survey of more than 1,700 senior marketers around the world. Social Media Marketing Metrics. The post 2019 Global Social Media Market Survey Report appeared first on NetBase. Benchmarking data is always useful to sort that out.

Social Media 65

Social Media Report Survey Marketing 65

Gainsight

MAY 23, 2019

In addition to the exciting announcement of the Gainsight Customer Cloud at Pulse 2019 and new offerings that include Gainsight CDP, CX and RO, our product leaders also shared an incredible list of innovations to our existing products. Renewal Center is available in beta now and will be released in the Summer of 2019. Coming Soon.

Effort Score 75

Effort Score Analytics Report Data 75

Talkdesk

MAY 10, 2019

Sheila McGee-Smith of McGee-Smith Analytics and Patrick Russell, Principal, Product Innovation Marketing at Talkdesk, joined together in a recent webinar to discuss the five must-haves for the 2019 call center. Metrics can help to answer key questions about the operational effectiveness of your contact center.

Call Center 50

Call Center Contact Center Average Handle Time Chatbots 50

Clarivate

JUNE 21, 2022

As we approach this year’s JCR release at the end of this month, we reviewed factors that may affect the published metrics. More journals increased in Journal Impact Factor (JIF) from 2019 to 2020 than in any other year-to-year interval across the last decade (see Figure 1). Baseball player Yogi Berra.

Report 138

Report Metrics Comparison Study 138

Quadient

AUGUST 7, 2019

How insurance companies can decide on which CX Metrics to use. Wed, 08/07/2019 - 15:13. In most organizations, including insurance, it is difficult to get agreement on which metrics should be used to proactively monitor, measure and improve CX. When your audit is complete you will have gathered a large number of metrics.

Insurance 52

Insurance Metrics Company Net Promoter Score 52

NetBase

OCTOBER 21, 2019

We explore that and more in our Social Media Industry Report 2019: Media & Entertainment. This was combined with performance scores across the following key metrics – in context: Mentions. And the measures were taken over a year’s time, starting September 1st, 2018 – September 1st, 2019, in English only. Engagement.

Entertainment 46

Entertainment Social Media Report Industry 46

NetBase

FEBRUARY 18, 2019

Is 2019 the year of the Instagram Influencer? Which metric is more important than follower count. After you’re done reading the 2019 Influencer Marketing eBook , pop over and listen to our webinar on Engaging with Social Media Influencers to Tell Your Brand’s Story to round our your strategy. It depends on who you ask.

eBook 55

eBook Marketing Comparison Analysis 55

InMoment XI

NOVEMBER 2, 2022

Imagine if you were still operating your business in the same way you were in 2019. Total nightmare, right? Your customer experience (CX) program, like your business, needs to be able to grow and evolve to prove a return on investment.

ROI 493

ROI Return on Investment Airlines Call Center 493

NetBase

NOVEMBER 25, 2019

The 2019 Consumer Packaged Goods Industry Report is here! To rate a mention on the list, we looked at 55 of the world’s most loved CPG brands to see how they perform across key metrics including mentions, posts, potential impressions, sentiment and engagement over a year’s time. CPG Gold Rush.

Social Media 52

Social Media Report Consumers Industry 52

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! We followed an assortment of luxury brands – 100 in all – from January 1, 2018 to January 1, 2019 and uncovered top trends as well as passion and sentiment metrics in each category. So were we!

Report 40

Report Industry Brands Effort Score 40

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 49

Customer Success Self Service Chief Customer Officer Trends 49

CSM Magazine

JANUARY 23, 2019

With this in mind, here are 10 top trends for contact centers and the customer experience in 2019. Innovating for the CX, not focusing on metrics. There are increasing numbers of brands focusing on the CX rather than basic contact center metrics, which is a positive move for the industry as a whole.

Contact Center 55

Contact Center Chatbots Omni-Channel Analytics 55

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. There are social media metrics for each, along with relevant insights and examples. Download the NetBase Social Media Industry Report 2019: Global Beauty Brands to learn more!

Social Media 40

Social Media Report Industry Brands 40

CSM Magazine

FEBRUARY 6, 2019

As Dino Forte, CEO, Ventrica , insists, if companies truly want to release the strategic CX objective, it is time to end the outdated focus on AHT and create a new culture that embeds quality, satisfaction, loyalty and advocacy metrics within contact center performance. But that model has little place in the customer centric market of 2019.

Metrics 55

Metrics Customer Service Contact Center Social Media 55