ClearAction

JULY 20, 2023

Customer Success Technology Buyer Guide Lynn Hunsaker Customer success technology is sure to grow in importance and array. Non-stop for the past 25 years, technology for experience management and marketing have been super hot since CRM arrived on the scene. Why We Expect a Lot from Customer Success Technology Why?

Technology 62

Technology Customer Success Consulting ROI 62

Fox Metrics

JUNE 25, 2020

Not long ago, all a business needed to run digital marketing ads was a website and Facebook page. New technologies, strategies, and trends are being introduced now and again to allow companies to meet the evolving interests and behavior of consumers. Marketing trends in 2020 call for a radical approach with fresh concepts.

Trends 64

Trends Marketing Social Media Analytics 64

C3Centricity

JANUARY 13, 2021

Perhaps that’s the reason why we recorded an over 15% increase in our readership in 2020. In appreciation of your loyalty, we have summarised the top twenty articles we published in 2020, so you can check that you didn’t miss any, or remind yourself of their usefulness: #1. It depends? I am probably in the third camp.

Customer Centricity 177

Customer Centricity Hospitality Customer Journeys Strategy 177

Maru Group

DECEMBER 17, 2020

Maru/Matchbox’s MoneyScreen interactive payments innovation platform evaluates consumer perceptions of payment concepts, both traditional and groundbreaking, that may or may not be in-market yet. We feel it is imperative to look beyond what consumers are saying, and dig more into how they feel and behave.

Trends 52

Trends Consumers Banking Government 52

C3Centricity

JANUARY 4, 2021

Either way, we’d like to thank you all for your support in 2020. Is it Time to Do Away with Market Research Departments? What’s your gut response to the title question about eliminating Market Research Departments? Yes, if it is the traditional market research department. It depends? I am probably in the third camp.

Customer Centricity 156

Customer Centricity Hospitality Customer Satisfaction Customers 156

Kustomer

FEBRUARY 5, 2021

2020 likely changed the CX industry for good, and there may be nothing more ill-advised than to ignore the lessons learned during the past year. An increase in inquiries was not the only challenge that CX organizations faced during the 2020 holiday season. Perhaps this means that more busy work can be delegated to technology.

e-support 98

e-support Retail Customer Journeys Wait Times 98

QuestionPro Audience

JANUARY 25, 2018

A technology that once sounded futuristic is now here, and smart businesses have realized it’s not an optional tool in this tech-crazed climate, and begun implementing AI in order to create the easiest possible user experience. With AI, businesses can use algorithms to gain insight into the wants and needs of the consumer.

Ecommerce 230

Ecommerce Consumers Technology Retail 230

Comm100

FEBRUARY 19, 2021

The value and need of this emotion has become all the more pertinent since the emergence of Covid-19 in 2020, but as John Di Julius, Chief Revolution Officer, explains, the development of technology has had its impact too. . Few people have escaped the effects of Covid-19 (or technology) on society. Get Comm100 Free.

Customer Experience 334

Customer Experience Consumers Study Brands 334

TechSee

APRIL 3, 2018

With Accenture reporting that 77% of consumers are no longer loyal to any particular brand, companies must work harder than ever to retain their customer base. Considering churn is closely linked to customer satisfaction, companies are attempting to transform their customer experience to meet consumers’ high expectations.

Customer Retention 141

Customer Retention Technology Strategy Analytics 141

2020 Research

APRIL 28, 2023

Sago’s Commitment to Driving Product and Technology Innovation Takes Leap Forward with Leadership Appointments Iselin, NJ—April 26, 2023 – Sago (formerly Schlesinger Group), a leading provider of adaptive, tech-enabled research solutions and platforms, announced two key leadership appointments to further its digital transformation.

Leadership 52

Leadership Technology Innovation Connections 52

ProProfs Chat

JANUARY 30, 2020

Customer Engagement Statistics 2020 Explained. Consumer Engagement & Experience. In the category of online entertainment, Netflix was the leading brand with a ranking of 89 percent in terms of how the brand met consumer expectations versus the consumer-generated, category-specific ideal. Source: Statista ) Tweet this.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

Talkdesk

DECEMBER 30, 2020

As we transition to a new year, it’s time to reflect and be grateful for everything Talkdesk achieved in 2020: launching 20 products in the first 20 weeks of 2020, announcing the successful closing of our Series C funding of $143 million, and being recognized again as a Leader by Gartner. Cheers to a much better year ahead!

Innovation 83

Innovation Contact Center eBook Roadmap 83

Oracle

JULY 29, 2020

Now that we’re halfway through 2020, we took a look back on our top 5 articles from SmarterCX.com over the past few months. In case you missed these hot topics that captivated our readers, here’s another look at select tips, insights, and trends into the customer experience, employee engagement, and technology.

Employee Engagement 71

Employee Engagement Tips Trends Loyalty 71

Optimove

DECEMBER 5, 2023

Take your customer segmentation to the next level with our advanced guide Download Now Generative AI has transformed marketing, with 90% of commercial leaders expecting to utilize Gen AI solutions “often” over the next two years according to ( McKinsey & Company ). Enter OptiGenie Generative AI Insights.

Data 59

Data Marketing Comparison Analysis 59

QuestionPro Audience

FEBRUARY 15, 2018

and they are the fastest growing segment of technology consumers. Whereas millennials consume the trending technology and move on to the next, baby boomers are different. Baby boomers control 70% of disposable income, and smart companies are adapting technology to appeal to them.

Company 186

Company Travel Comparison Social Media 186

Oracle

NOVEMBER 5, 2019

What retail innovations are on the horizon for 2020? To get a beat on the market, we’re rounding up some of the key themes from the key retail conferences of 2020 to look ahead at what forces are likely to be shaping retail in the months ahead. At Future Stores 2020, helping brands strike that balance is a major focus.

Retail 76

Retail Innovation Self Service Conference 76

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! Expanded Results for Social Mood & Market Intelligence Insight. We’ve made it even more important to brands’ strategic planning as they round out 2020.

Brands 52

Brands Report Social Media Analysis 52

UJET

NOVEMBER 18, 2019

As consumers have begun embracing a more mobile-focused view of communication, other channels have gained in popularity, specifically messaging. In 2020, we will see messaging (SMS and Chat) overtake voice as the most popular support channel, especially on omnichannel platforms that can channel steer between various curated paths.

Trends 78

Trends Self Service Contact Center Chatbots 78

Confirmit

OCTOBER 31, 2019

Over the past 100 years Market Research has gone through many changes - from the 1920s when Market Research emerged as a formally recognized discipline through the continuous development of new methodologies, techniques, and technologies up to present day. Market Research Webinars. Register now !

Marketing 40

Marketing Trends Technology Survey 40

2020 Research

AUGUST 26, 2022

The Looming Economic Storm: How Consumer Banks Will Survive This Recession. Should Consumer Banks Shift Their Perspective When Addressing Internal Challenges? Should Consumer Banks Shift Their Perspective When Addressing Internal Challenges? . People and technology are not aligned, leading to friction.

Banking 52

Banking Consumers Loyalty Innovation 52

C Space

MAY 26, 2020

The Brand Move Roundup – May 26, 2020. Overhaul of the fashion week system has been mooted for years, but in 2020 change seems to be becoming an economic necessity. Tencent Cloud had 18% of China’s cloud market in the fourth quarter, trailing Alibaba which commanded 46.4%, according to research firm Canalys. billion euros.

Brands 52

Brands Fashion Travel Course 52

Comm100

DECEMBER 2, 2021

In 2022, financial services will step up to the mark and catch up with other industries, investing in technology that allows them to offer customers the array of digital channels they have to expect – and omnichannel will be at the core of this. Between 2018 and 2020, the adoption of chatbots increased by 67%.

Financial 225

Financial Trends Customer Experience Chatbots 225

Currency Alliance

JUNE 1, 2020

This isn’t just a casual observation, but a sign of a widespread consumer trend which every loyalty marketer should be thinking about. Consumers are becoming a lot more deliberate in their pursuit of pleasure – but also a lot more deliberate in other spending categories. One year ago, there might have been 2 people in 50.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

SaleMove

MARCH 19, 2021

Text messaging (SMS) seems to be the preferred form of communication by consumers today, often read within 5 minutes of receipt. When it comes to direct marketing, no channel is more immediate or impactful than SMS marketing. Reach Customers in the Medium of Their Choice.

Marketing 86

Marketing Social Media Financial Chatbots 86

Calabrio

AUGUST 1, 2017

The Economist Intelligence Unit recently released a report revealing 86 percent of CMOs and senior marketing executives believe that, by 2020, they will own the customer experience from start to finish. Customers use a wide range of channels to communicate with brands and, thanks to technology, are ‘always-on.’

Customer Experience 100

Customer Experience Marketing Contact Center Competitive Advantage 100

Oracle

MARCH 1, 2021

Female innovators in CX technology have shaped the field since the earliest days and continue to create change and exciting new experiences, technology, and ideas. Dr. Tami Kim, Assistant Professor of Marketing, Darden School of Business. She holds a doctorate of business administration in marketing from Harvard Business School.

Technology 81

Technology Advertising Customer Experience Professionals Innovation 81

NetBase

AUGUST 26, 2020

Identifying a new category is exciting, particularly when market research uncovers a first mover opportunity and your brand is ready to capture it. Let’s see how consumer and market intelligence reveals these instances, and a few brands that have been nimble enough to take advantage of key insight. The First Mover Club.

Marketing 81

Marketing Trends Banking Competitive Advantage 81

Oracle

JANUARY 22, 2020

Each year, the Consumer Electronics Show (CES) in Las Vegas offers a preview of the emerging technology, new customer service innovations, and trends shaping the business and consumer landscapes. Here are 5 trends we’re tracking from CES 2020. — Quibi (@Quibi) January 8, 2020. Coming mid-2020.

Trends 54

Trends Retail Entertainment Innovation 54

Strativity

DECEMBER 12, 2022

The limitations of Commercial off the Shelf (COTS) solutions and all-in-one packaged products became apparent during the pandemic, when businesses relying on traditional digital experience platforms struggled to respond efficiently to changing consumer habits. Why every business needs composable DXPs.

Technology 52

Technology Touchpoint Omni-Channel Ecommerce 52

Magellan Solutions

SEPTEMBER 9, 2020

Over the years, technological advancements have innovated business communication. This support channel started as an alternative to email and phone call, but as time passes by, live chat statistics 2020 shows that it is one of the preferred communication channels of customers today. Key Live Chat Statistics 2020 .

Trends 52

Trends B2C e-support Customer Satisfaction 52

C Space

JULY 2, 2020

The Brand Move Roundup – July 2, 2020. We see Covid-19 as an accelerator of the transition to EVs [electric vehicles] and renewables, from consumers and public policy,” they said. Tesla remains significantly ahead of peers in product range, capacity and technology.”.

Brands 52

Brands Airlines Policies Social Media 52

2020 Research

AUGUST 16, 2022

Globalization and technology opened up a new world of possibilities for consumers to have their needs met, which requires attention and adaptability from companies and marketers alike. The need for quantitative data answers important questions about your business, such as: Is there a market for your product or service?

Trends 52

Trends Strategy Marketing Policies 52

Oracle

MARCH 3, 2020

From brick-and-mortar making a comeback to more robot (and human) interaction, retail professionals at NRF 2020 shared their thoughts on 10 retail trends and technologies that are topping the charts this year. See what they think will be hot in retail in 2020. The hot retail trend of 2020 is that brick and mortar still matters.

Retail 65

Retail Trends Ecommerce Consulting 65

PK

APRIL 16, 2020

Technology-driven solutions have transformed banking and finance over the past few years. Post-recession demand from consumers for greater transparency, mobility and digital connectivity has driven advancements, but risk management, compliance and cost optimization remain top concerns for today’s banks. About the author.

Financial 52

Financial Consumers Banking Virtual Agent 52

C Space

MAY 4, 2020

The Brand Move Roundup – May 4, 2020. The market potential they are addressing is enormous,” said Egon Durban, co-chief executive and managing partner at Silver Lake, in a statement. The top 10 ad spenders in the world (according to RECMA data from 2018) are adapting their marketing strategies to the ongoing crisis.

Brands 52

Brands Airlines Advertising e-support 52

Think Customers

JANUARY 20, 2020

At National Retail Federation (NRF) “Big Show” conference in New York City, business leaders defined what will make for exceptional customer experiences in 2020. While some retailers are using automation and AI to reduce human input, other retailers are using technology to enable and enhance human connections. New decade, new retail.

Retail 81

Retail Data Conference Technology 81

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Labor Market Describe your primary labor market including post-secondary education rates and unemployment rates.

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177