Clarivate

JUNE 21, 2022

Two novel events drove the 2020 data: the inclusion of Early Access content in the JCR for the first time, and the sudden appearance of COVID-19 as an entirely new, extremely urgent field of study. These factors made the 2020 data explored in last year’s release particularly unusual.

Report 138

Report Metrics Comparison Study 138

Comm100

JANUARY 6, 2022

With so much riding on CX, alongside momentum from the pandemic, 2022 will see digital CX excellence become a key growth strategy across industries. In this blog, we will explore the reasons behind why we believe 2022 will be the year of digital CX excellence, and why it is so important in today’s customer service world.

Customer Experience 229

Customer Experience Omni-Channel Chatbots Social Media 229

BlueOcean

JULY 13, 2023

However, along with everything else in the world, the pandemic forced them to cancel the 2020 event. By 2022, fans were starved for action. As a result, record numbers of attendees and, consequently, record-high inbound customer service volume were projected for the 2022 championships.

Case Study 276

Case Study Sports Customer Care Study 276

TechSee

DECEMBER 16, 2021

Going into 2022, we’ve got our eye on seven trends that are expected to help call centers deliver service excellence while still keeping a close eye on their bottom line to ensure business continuity in an unstable economic environment. The post 2022 Trends: Imagine the Future of Call Centers appeared first on TechSee.

Call Center 124

Call Center Trends Self Service Contact Center 124

Comm100

DECEMBER 15, 2021

2022 promises new opportunities for governments to engage the public and reclaim much of the trust that has been lost. And while trust and technology don’t always go hand-in-hand, the latter will be essential to achieve the former in 2022 and beyond. . Adopt omnichannel customer engagement . It’s time to change that with Comm100. .

Government 130

Government Engagement Omni-Channel Chatbots 130

Comm100

MARCH 14, 2022

In this blog, we’ll look at the top five reasons why live chat for government is critical in 2022. A 2020 survey showed that 22.6% The post 4 Reasons Why Live Chat for Government is Critical in 2022 appeared first on Comm100. Citizens expect fast support and communication.

Government 218

Government Wait Times Video Guidelines 218

Uniphore

JANUARY 25, 2022

Ah, 2022, a new year. After nearly two years of uncertainty and a rough start with Omicron in full swing, the collective attitude toward 2022 might best be described as “cautiously optimistic.” Here are some of my predictions for 2022…. Post-2020 could easily be called the start of the Zoom Era. 1 tech trend for 2022.

Healthcare 130

Healthcare Video Banking Contact Center 130

Comm100

DECEMBER 13, 2021

In this blog, we’ll look at the four top reasons why credit unions need to offer live chat services in 2022, from improving member experience to gaining member insights. As members migrated toward digital channels out of necessity throughout 2020 and 2021, new habits formed, and the convenience of digital services became apparent.

Banking 130

Banking Financial e-support Wait Times 130

BirdEye

APRIL 20, 2022

At the beginning of 2020, the pandemic set a massive digital shift in motion with an increase in the use of online reviews. To get a full understanding of the latest review trends, Birdeye analyzed the review data of more than 80,000 businesses over 2021 in the 2022 state of online reviews report. Read the full Report.

Trends 98

Trends Social Media Study Report 98

Inbenta

JANUARY 17, 2022

9 Customer Service Trends for 2022. 2022 will see new trends that will redefine the customer service landscape – what’s new this year? In 2020, Covid-19 sparked a surge in technology adoption and usage as businesses and consumers flocked online to carry out daily tasks. 9 Customer Service Trends for 2022: 1.

Self Service 98

Self Service Trends Customer Service Chatbots 98

Clarivate

NOVEMBER 15, 2022

The exceptional individuals designated Highly Cited Researchers 2022 have published multiple highly cited papers, ranking in the top 1% by citations for field and year over the last decade. Celebrating Highly Cited Researchers 2022. Of all the world’s researchers, they are one in 1,000. Research fuels the race for knowledge.

Analysis 111

Analysis Effort Score Government Exercises 111

ChurnZero

FEBRUARY 8, 2022

ChurnZero, a leading Customer Success software platform, today announced it has been named to G2’s 2022 Best Software Awards, placing #31 on the Project Management Products list and achieving the highest rating for Customer Success software. ChurnZero previously made the list as being named one of the Fastest Growing Products in 2020.

Software 98

Software Chief Customer Officer Touchpoint Customer Success 98

2020 Research

JULY 7, 2022

The Swing Voter Project , a collaboration between Schlesinger Group and Engagious , continued in 2022 to understand how voters in key battleground states think and talk about critical issues, such as the state of democracy in America, inflation, and the war on Ukraine. Top Concerns of Swing Voters. Hungry for more swing voter insights?

Groups 52

Groups Video 52

2020 Research

AUGUST 16, 2022

The Swing Voter Project , a collaboration between Schlesinger Group and Engagious , continued through June 2022. This initiative gives swing voters — those who voted for Trump in 2016 and then for Biden in 2020 — the opportunity to share their viewpoints through monthly online focus groups. In June 2022, the spotlight was on Arizona.

Groups 52

Groups Healthcare Video 52

BirdEye

APRIL 28, 2022

Birdeye’s 2022 state of online reviews report analyzed the review data of more than 80,000 businesses and found pivotal Google review trends that prove Google should be a major part of your review acquisition strategy. If one thing remained constant from 2020 to 2021, it’s that Google reigns as the dominant platform for online reviews.

Trends 52

Trends Automotive Hospitality Healthcare 52

2020 Research

OCTOBER 20, 2022

This initiative gives swing voters—those who voted for Trump in 2016 and then for Biden in 2020—the opportunity to share their viewpoints through monthly online focus groups. Each respondent group comprises swing voters from the ten most competitive states in the 2020 U.S. In September 2022, the spotlight was on North Carolina.

Groups 52

Groups Government Trends Tips 52

Clarivate

JUNE 28, 2022

Today we release the 2022 update to the annual Journal Citation Reports (JCR). The methodology and parameters for the effect of journal self-citation on JCR metrics were updated in 2020 to better account for discipline norms. This year’s release demonstrates the enormous impact the COVID-19 pandemic has had on scholarly publishing.

Report 141

Report Metrics Comparison Conference 141

kommunicate

DECEMBER 13, 2021

Last Updated on December 13, 2021 Dialogflow CX is a new product from Google that was accessible from December 2020. The post Dialogflow CX Webhook Tutorial 2022 appeared first on Kommunicate Blog. It introduced a new approach to agent design, employing a state machine approach. The older [.].

User Experience 52

User Experience 52

Totango

DECEMBER 6, 2021

In this article, we’ll examine the top three takeaways we’ve gathered over the past year that companies should take to heart going into 2022. Finally, we’ll propose how these three key insights from 2021 can be combined into a unified customer success strategy for winning results in 2022. Apply the Lessons of 2021 to Thrive in 2022.

Strategy 93

Strategy Customer Journeys e-support Customer Success 93

West Monroe

MAY 16, 2022

At the end of last year, Covid’s effects were waning, travel was increasing, and 2022 looked like a comeback year. In short, 2022 may be turning out to be as stubbornly challenging as 2020 and 2021. This poll’s data was collected April 22-30, 2022. Fast forward to Q2 and only 45% are still bullish.

Report 98

Report Banking Competitive Advantage Culture 98

West Monroe

AUGUST 9, 2022

The questions are countless, and prior to 2020, the answers were synonymous with all the wrong things: high costs, long-term strategy, and roadblocks. 2022 Be Digital Research. There are more than 5 billion recent search results for the term “digital.” ” What is digital? How do we do digital?

Insurance 52

Insurance Healthcare Banking Survey 52

2020 Research

AUGUST 16, 2022

The Swing Voter Project , a collaboration between Schlesinger Group and Engagious , continued through July 2022. This initiative gives swing voters — those who voted for Trump in 2016 and then for Biden in 2020 — the opportunity to participate in monthly online focus groups. In July 2022, the spotlight was on Wisconsin.

Travel 52

Travel Policies Groups Video 52

2020 Research

JANUARY 9, 2023

For the third straight year, Schlesinger Group , in collaboration with Engagious and Axios, conducted a series of twelve focus groups, aimed to shed light on the political perceptions and sentiments of swing voters—those who voted for Trump in 2016 and for Biden in 2020—in our nation’s key battleground states.

Groups 52

Groups Course Trends Measurement 52

2020 Research

JULY 25, 2022

Two online focus groups took place with swing voters from who voted for Donald Trump in 2016, then Joe Biden in 2020. The post The Swing Voter Project: May 2022 Update appeared first on Schlesinger Group. This month voters indicated neither Democrats nor Republicans are succeeding in winning them over for November’s election.

Video 52

Video Groups 52

2020 Research

NOVEMBER 29, 2022

This initiative gives swing voters—those who voted for Trump in 2016 and then for Biden in 2020—the opportunity to share their viewpoints through monthly online focus groups. Each respondent group comprises swing voters from the 10 most competitive states in the 2020 U.S. In November 2022, we put the spotlight on Georgia.

Government 52

Government Groups Policies Leadership 52

GlowTouch

AUGUST 23, 2022

The past year has been a continuation of a growth cycle that began in 2020. Since July 2020, GlowTouch has added dozens of new clients while also managing the expansion of numerous existing programs and extending its global footprint.

Customer Experience Management 52

Customer Experience Management Management Customer Experience Contact Center 52

2020 Research

SEPTEMBER 26, 2022

This initiative gives swing voters — those who voted for Trump in 2016 and then for Biden in 2020 — the opportunity to share their viewpoints through monthly online focus groups. Each respondent group comprises swing voters from the 10 most competitive states in the 2020 U.S. In August 2022, the spotlight was on Florida.

Tourism 52

Tourism Policies Groups Healthcare 52

West Monroe

MAY 17, 2022

Yet with the economic picture darkening, the first few months of 2022 have seen a dip in deal activity. Emerging health-tech companies raised nearly $40 billion last year , more than double that of 2020. West Monroe’s Quarterly Executive Poll—Q2 2022. read more.

Healthcare 52

Healthcare Industry Groups Technology 52

Lithium

JANUARY 4, 2022

2021 is already over, and we’re not even over 2020 yet. We’d tell you exactly what will happen in 2022 if we could, but we can’t. Check out the four customer engagement trends you should be on the lookout for in 2022. But as the year flew by, we learned a lot about customer engagement. So, what now?

Tips 52

Tips Guidelines Contact Center Groups 52

2020 Research

NOVEMBER 9, 2022

In this Article: Consumer Trends for 2022 Holiday Shopping: Spending Less, Spreading Costs. Consumer Trends for 2022 Holiday Shopping: Spending Less, Spreading Costs. This could result in a $30 billion drop in consumer spending or a 14 percent reduction for 2022 compared to 2021. Quantitative Research. Qualitative Research.

Trends 52

Trends Brands Marketing Consulting 52

West Monroe

JANUARY 25, 2022

In 2022, the dialogue across financial services will be driven by the themes of rising interest rates, high inflation, and the need for growth in the face of continued digital disruption. This outlook will not include an analysis of M&A trends. We consider it the top asset in most institutions with whom we do work. Build, partner, or buy?

Banking 52

Banking Financial Trends Multi-Channel 52

BirdEye

JUNE 21, 2022

In our latest webinar , we sat down with SEO expert Steve Wiideman and asked him for some tips that local businesses can use to get ahead of the competition in 2022. In fact, 77% of customers said they regularly read online reviews when browsing for local businesses in 2021 — up 17% from 2020.

Tips 104

Tips System Social Media Management 104

Interactions

DECEMBER 2, 2021

Online banking surged in 2020, with 76% of US adults logging in via their computer at least once a month to manage their finances. Read on to understand the top 3 CX trends you need to be aware of in 2022 to stay ahead of the game. The post Top 3 CX trends banks need to be aware of in 2022 appeared first on Interactions.

Banking 62

Banking Trends Self Service Contact Center 62

Helen Dewdney

MAY 18, 2022

In 2019 the average hold time was 1 minute 18 seconds, in 2020 2 minutes 7 seconds and in 2021 the average time that mobile customers had to wait to speak to someone in customer services was 2 minute 15 seconds. The post Ofcom customer satisfaction survey results 2022 first appeared on The Complaining Cow.

Customer Satisfaction 62

Customer Satisfaction Survey Wait Times Customers 62

Education Services Group

DECEMBER 28, 2021

After 2020, we all needed a bit of a reset in 2021. I asked our team to weigh in on what they predict for the future of Customer Success in 2022. I asked our team to weigh in on what they predict for the future of Customer Success in 2022. Countdown of our top 10 predictions for Customer Success in 2022.

Customer Success 52

Customer Success Self Service Trends Training 52

Stella Connect

NOVEMBER 23, 2021

While we can hope that some of the urgency and chaos that we’ve experienced as a result of the COVID-19 pandemic may dissipate in 2022, the true value of customer experience is only going to grow, no matter what comes next. 6 Key Customer Service Priorities for 2022. #1: 1: Measuring Real-Time Customer Experience.

First Call Resolution 52

First Call Resolution Customer Service Effort Score Net Promoter Score 52

Daniel Group

NOVEMBER 30, 2022

– The Daniel Group 2022 Client Conference. We identified customers who gave a Passive NPS rating during their first interview in the 2020-2022 period. – The Daniel Group 2022 Client Conference appeared first on The Daniel Group. What Did We Learn to Improve CX? how to use CX metrics most effectively.

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Conference Groups NPS Net Promoter Score 98