Alida

MAY 31, 2021

After the ups and downs of 2020, CX is a hot topic—and you can tell by how crowded the market is. As genuine connection between customers and brands becomes increasingly more important, more and more companies are turning to customer experience (CX). There are over 100 vendors that offer CX services, including Alida.

Marketing 245

Marketing Feedback Management Connections 245

DemandJump

DECEMBER 22, 2020

2020 was a long, strange year. The new reality brought about shifts in marketing and other sales tactics. The COVID-19 pandemic shut down many small businesses and forced many others to pivot quickly to work-from-home environments.

Marketing 98

Marketing Sales Engagement Customers 98

TechSee

DECEMBER 31, 2019

To help you plan, we’ve highlighted nine of the biggest customer service trends for 2020. In 2020, automation, Artificial Intelligence (AI) and Machine Learning are expected to have an even greater impact on contact center operations. Some estimates suggest that half of all online searches will be voice-based in 2020.

Trends 136

Trends Customer Service Self Service Contact Center 136

Storyminers

JULY 20, 2020

Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. The post Top 150+ Global Customer Experience Thought Leaders and Influencers of 2020 appeared first on StoryMiners. The Super-Heroes of Customer Experience are here!

Customer Experience 179

Customer Experience Consulting Customers Brands 179

SurveySparrow

JANUARY 8, 2020

Evidently, social media is taking over the marketing arena and most of the conventional marketing methods have gone out of vogue. Yet Email Marketing still has a relevant role to play even to this day and is used by zillions of enterprises around the world. Email survey software and email marketing tools are in huge demand.

Tools 93

Tools Marketing CRM Analytics 93

DemandJump

DECEMBER 29, 2020

There are a few key differences between B2B (that is, business to business) and B2C (business to consumer) marketing. That said, B2B marketing is still marketing to humans, and they’re emotional beings. B2B sales, for example, tend to be heavily relationship-based.

B2B 88

B2B Marketing B2C Sales 88

Fox Metrics

JUNE 25, 2020

Not long ago, all a business needed to run digital marketing ads was a website and Facebook page. 76% of respondents of the Adobe 2016 Digital Trends Report think that marketing has changed more in the last two years, than the previous fifty. Marketing trends in 2020 call for a radical approach with fresh concepts.

Trends 64

Trends Marketing Social Media Analytics 64

Beyond Philosophy

DECEMBER 31, 2019

Here we go, beginning of 2020 and a whole new decade. With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond. . If you get a lot of new customers but lose a bunch of old ones, then you won’t increase your market share. . I discussed these predictions on a recent podcast. So, are you?

Customer Experience 152

Customer Experience Effort Score Consulting Customer Experience Professionals 152

SmartMessage Blog

DECEMBER 30, 2019

2019 was a year where we experienced technology’s growing impact on marketing again. Especially on the predictive analysis and automation sides, marketers started to get more advantage of advances in creating better experiences and running more efficient campaigns. Technology will work even closer with marketing.

Trends 40

Trends Technology Marketing Omni-Channel 40

NetBase

AUGUST 17, 2020

Is your brand on track to best the competition as we round out 2020? Many marketers are relying on advanced social media analytics intel combined with powerful social media listening capabilities to inform strategy. We’ve uncovered that and more in our 2020 Global Social Media Market Survey report. Monitor brand heath.

Social Media 56

Social Media Survey Marketing Analytics 56

Beyond Philosophy

DECEMBER 20, 2019

What is Important in 2020? To find out more about how your organization’s marketing can improve customer loyalty and retention, contact us at www.beyondphilosophy.com. The post What is Important in 2020? Yogi Berra, the New York Yankees Coach once said, “Predictions are hard, especially about the future.”

Return on Investment 127

Return on Investment Customer Retention Loyalty Consulting 127

ChurnZero

MARCH 10, 2021

ChurnZero is proud to have won the APPEALIE SaaS Marketing Leader Award and see many of our customers win the SaaS Customer Success Leader Award. . APPEALIE announced the twelve winners of the 2020 SaaS Leader Awards, a software leadership award honoring the top Marketing and Customer Success executives in the industry. .

Net Promoter Score 98

Net Promoter Score Chief Customer Officer Leadership Software 98

Eptica

JANUARY 5, 2021

Date: Tuesday, January 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Reviewing 2020 – our top blog posts from last year. Categorie(s): Trends & Markets As we move forward into 2021, now is the perfect time to review the past year, with all its disruption and challenges. Published on: January 05, 2021. Read the full?blog

Self Service 104

Self Service Trends Video Interaction 104

Oracle

MARCH 13, 2020

As Google and other search engines evolve their algorithms and implement nuances, such as Google’s introduction of BERT , and consumer behaviors evolve from mobile search to voice search and beyond, marketers and customer experience practitioners can find it challenging to keep up. So what can you do in 2020 to stay ahead of the curve?

Tips 107

Tips Social Media User Experience Marketing 107

Centercode

DECEMBER 22, 2020

You can say what you like about 2020, but you can’t say we didn’t learn a lot. How Defined Processes Are Shaping Success in 2020 (Blog). Wondering what you can take away from the changes brought on by 2020? Beta Testing at the Speed of Agile (Luke Freiler on Pragmatic Marketing). Engaging Testers.

eBook 75

eBook Case Study ROI Roadmap 75

DemandJump

NOVEMBER 4, 2020

But with a global pandemic defining 2020, and all that has come as a result of it, tracking the year’s trends is not really what matters now. Rather we want to take a look at what lessons marketers can learn from those trends, based on the most highly searched terms on Google Trends.

Trends 81

Trends Marketing Consumers Management 81

Beyond Philosophy

JANUARY 17, 2020

1 in 4 Will Lose Their Job in 2020. At the end of 2019, global research firm Forrester predicted that 1 in 4 Customer Experience jobs will be cut in 2020. I was into Customer Experience before it was a corporate term bandied about by consultants and marketing conferences. While we find this prediction grim, we do not disagree.

Return on Investment 120

Return on Investment Conference Consulting Customer Experience Professionals 120

Forrester's Customer Insights

DECEMBER 14, 2020

Eager as B2B marketers may be to turn the page on 2020, there were clear positives amid the challenges. Here are eight lessons to carry into the new year.

B2B 66

B2B Marketing Customers 66

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. What is already a stressful time of year, was now uncharted territory.

e-support 98

e-support Retail Customer Journeys Wait Times 98

BirdEye

MAY 6, 2021

There’s a reason why Birdeye is the #1 Experience Marketing platform on the market. Birdeye has been named an overall leader in categories as diverse as SMS Marketing, Experience Management, and Online Reputation Management for 12 consecutive quarters. G2 SMS Marketing Awards – 8 awards. G2 Fall 2020 Report.

Marketing 98

Marketing Social Media Chatbots Software 98

SurveyGizmo

MAY 12, 2020

Welcome to the May 2020 edition of the SurveyGizmo Monthly Insider newsletter. Our newest reporting integration joins our family of CRM, Marketing, and communication integrations. The post May 2020 appeared first on SurveyGizmo. Each month, we will share product and solution news, use cases, and other helpful information.

Case Study 81

Case Study Employee Engagement Employee Experience CRM 81

transcosmos Information Systems

JANUARY 19, 2021

2020 was certainly not an ordinary year. This article provides a brief overview of the top business challenges companies faced in 2020. These factors became more important than ever for organizations in 2020 as social distancing became mandatory due to government regulations and physical meetings were replaced by online ones.

Company 62

Company Exercises Government Technology 62

ShepHyken

DECEMBER 21, 2020

My Comment: Vala Afshar is back with more information on the Salesforce 2020 State of Service report. Airline Customer Service Improved In 2020. Forbes) Airline customer service improved in 2020, rising to its highest level since 1994. Sometimes your best marketing and advertising comes from your customers. Here’s Why.

Customer Service 153

Customer Service Airlines Tips Customer Service Strategies 153

Merkle

MAY 19, 2022

Since 2020, shifts in event strategy to digital and hybrid events have pushed the webinar into a place of prominence in the B2B marketing mix. And even as in-person events return, webinars still offer a compelling way to deliver reach, depth, and engagement.

B2B 105

B2B Strategy Marketing Engagement 105

Optimove

MAY 18, 2020

This year, Gartner recognized Optimove’s development and advanced it from the “Niche Players” to the “Challengers” quadrant in Gartner’s Magic Quadrant for Multichannel Marketing Hubs (MMH). Cautions are items that marketers should take into account when evaluating a vendor.

Marketing 52

Marketing Report Call Center Travel 52

Cyara

JUNE 26, 2020

I’m so excited to share that Cyara is included in the just published report: The Forrester Wave™: Continuous Functional Test Automation Suites, Q2 2020. As Diego Lo Giudice wrote in his blog on this Wave, “…being among the top 15 players in the market in a Forrester Wave™ evaluation is always a win.

Groups 128

Groups Report Marketing Contact Center 128

SurveySparrow

MARCH 10, 2020

As a marketer, you can never get over that word, can you? Today’s marketing landscape demands a marketer to be agile, up-to-speed and quick. Jillions of marketing automation tools are available out there to help marketers make their daily tasks less sophisticated and effective at the same time. But, that’s not all.

Software 52

Software Marketing ROI Multi-Channel 52

Hallmark Business Connections

MARCH 9, 2021

If you’re a brand marketer, that meant pivoting your strategy to account for the “new normal,” tossing out (or heavily revising) now-defunct messaging, and collaborating with teammates over Zoom rather than in person. Between March and April 2020, the personal savings rate surged from 12.7% to 33% in response to pandemic upheaval.

Marketing 97

Marketing Brands Tips Financial 97

Talkdesk

JULY 10, 2020

Talkdesk kicked-off 2020 with an ambitious release program to revolutionize the contact center industry. Talkdesk 20-in-20 introduced 20 market-disrupting product announcements in the first 20 weeks of 2020, concluding with Opentalk 2020 Virtual keynote addresses delivered to more than 3,000 virtual attendees.

Report 84

Report Contact Center Innovation Industry 84

Forrester's Customer Insights

MARCH 17, 2020

To understand how Forrester’s predictions will unfold in the retail industry in 2020, my colleague Madeline Cyr and I interviewed experts within Forrester for our “Applying 2020 Predictions To Retail” series. To understand the B2C marketing predictions for the year, we spoke with Forrester experts Tina Moffett and Jim Nail.

B2C 47

B2C Retail Marketing Management 47

Oracle

DECEMBER 22, 2020

As 2020 draws to a close and we look forward to the renewed possibilities of 2021, let’s take a look back at this year’s biggest AI innovations. Here’s a closer look at the key innovations in AI that made a splash in 2020 and set the stage for future innovation in 2021 and beyond. Marketing needs data.

Innovation 77

Innovation Healthcare Government Chatbots 77

SurveySparrow

NOVEMBER 28, 2019

2020’s right around the corner. Here are the much-awaited customer experience conferences of 2020. When: 14th January – 15th January 2020. If 2019 had Barack Obama and Oprah Winfrey to boast of, then 2020 has the former first lady Michelle Obama and the very famous Ellen Degeneres. Well, then dive in!

Conference 96

Conference Customer Experience Customer Journeys Omni-Channel 96

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

Forrester's Customer Insights

JANUARY 23, 2020

The theme of Forrester’s “Predictions 2020: B2B Marketing And Sales” report was “accelerating response to the great expectations for the B2B buying experience.” The report made five unique calls; one of them was mine: The number of organizations with audience-based structures will more than double.

B2B 45

B2B Marketing Report Sales 45

Gainsight

DECEMBER 20, 2020

Specifically, the Customer Success world learned 10 important lessons in 2020: 1. 2020 was a stress test for recurring revenue businesses. As a CEO friend of mine remarked in March 2020: The things we’re doing in CS these days—and Gainsight is absolutely key to making it happen—are so freakin great. And ultimately, profit!

Customer Success 69

Customer Success ROI Metrics Sales 69