Oracle

MAY 7, 2021

Mother’s Day 2021 is an exciting time to recognize mom, whether it happens in person or on a video chat like last year. How will consumers choose to celebrate this year? Here, we’ll explore how consumers plan on spending the day and celebrating the moms in their lives. What to expect for Mother’s Day 2021.

Consumers 54

Consumers Advertising Survey Report 54

Clarivate

FEBRUARY 10, 2022

As the pandemic persisted throughout 2021, organizations worldwide had to adapt and innovate. Download our report for insights into the South and Southeast Asia innovation landscape. For this report on innovation in South and Southeast Asia, we analyzed patents filed from 2015 to 2019 by organizations headquartered in this region.

Report 52

Report Innovation Government Competitive Advantage 52

InMoment XI

FEBRUARY 3, 2022

That’s why we put a magnifying glass over these emerging consumers and employees in our recent 2022 Experience Trends report , to give you the intelligence you need to create a positive impact with Gen Z, whether you’re trying to convince them to become loyal customers or recruit them to be engaged employees.

Employee Experience 529

Employee Experience Customer Experience Brands Social Media 529

delighted

JUNE 3, 2021

Shopping patterns in the US have changed dramatically since January 2020, when the first coronavirus case was reported in the US. Consumer spending plunged amidst lay-offs and shelter-in-place orders. What we found is that a majority of US consumers are shopping online either via websites (41%) or apps (16%).

Omni-Channel 101

Omni-Channel Retail Consumers Trends 101

Comm100

FEBRUARY 23, 2021

While the Covid storm still isn’t over, it’s more important than ever that small businesses create mindful, strategic approaches to customer service in 2021. Making it easy for your customers to reach you across different channels is vital, especially in 2021. Email is still a huge player for customers of all age groups in 2021.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

ShepHyken

AUGUST 9, 2021

Customer Service Benchmark Report – 2021 by Hiver. My Comment: Here is an excellent benchmark report from Hiver. The report takes a look at customer service from the company’s perspective and covers topics that include remote workforce, most popular customer support channels (phone, email, etc.),

Customer Service 145

Customer Service Social Media Report Culture 145

TechSee

FEBRUARY 16, 2021

COVID-19 has resulted in a further increase in demand for service, with ServicePower reporting that 2020 field service trends resulted in field service organizations increasing investment in service workers by 72% to meet the rising demand. This is underlined by a January 2021 survey , where 65% of U.S. Investment in remote support.

Trends 109

Trends Survey ROI Technology 109

Centercode

DECEMBER 17, 2020

And with many of us spending a lot more time at home, consumers are bringing more of these complex products into closer quarters, increasing the demand for products that interact seamlessly with each other and stay in sync even as iterations and updates occur across their tech ecosystems. Which products are at the top of the wishlist?

Consumers 59

Consumers Industry Survey Retail 59

Oracle

JANUARY 21, 2021

So where does that leave businesses and consumers in the new year? Here are 21 CX predictions for 2021, informed by some of the top experts of customer experience. Brands will invest in research to learn more about the 2021 buyer. In 2021, silos will continue to disappear and CX teams will include members from all departments.

Social Media 81

Social Media Return on Investment Consumers Contact Center 81

Kustomer

NOVEMBER 4, 2020

Over 80% of companies who prioritize customer experience report an increase in revenue. Below are five emerging trends that we predict will shape CX in 2021. But don’t worry, 2021 isn’t going to feature any giant robots wielding machine guns. So, how can businesses ensure their CX is up to scratch? Improved CX With AI.

Omni-Channel 140

Omni-Channel Customer Experience Chatbots e-support 140

ShepHyken

APRIL 26, 2021

9 New Findings from the 2021 State of the Contact Center Report by Tricia Morris. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Top Customer Experience Resources to Follow in 2021 by MK Marketing.

Customer Service 134

Customer Service Loyalty Programs Social Media Contact Center 134

NICE inContact

MARCH 3, 2021

Each year, NICE inContact surveys both consumers and businesses to understand trends in consumer behavior and expectations as well as understand priorities, strategies and technology adoption forecasts from businesses. Last year, we discussed the numerous impacts that the global pandemic had on both businesses and consumers.

Contact Center 177

Contact Center Chatbots Roadmap Consumers 177

Oracle

FEBRUARY 4, 2021

Super Bowl 2021 won’t look the same as previous years. It’s how consumers will show up to watch the big game and what they’re doing to prepare that’s pivoting because of the pandemic. Consumers are still planning on celebrating. adults report that they plan to tune in to this year’s football game.

Consumers 40

Consumers Advertising Healthcare Survey 40

Maru Group

SEPTEMBER 6, 2022

With an increasing number of entertainment companies either announcing plans to or already entering the NFT market, the technology can be expected to adapt and become more consumer-facing in the next few years. It will take time for NFTs to move to be consumer-friendly because of what has preceded them. The majority of U.S.

Consumers 69

Consumers Entertainment Groups Technology 69

Upstream Works

JANUARY 26, 2021

Across the board, contact centers need to level-up technological capabilities, including richer reporting, enhanced security and omnichannel functionality to engage with customers in real-time. The Accelerated Need for Digital CX in 2021. With all the uncertainty, it’s easy to overlook that consumers have had to reset as well.

Self Service 78

Self Service Contact Center Omni-Channel Innovation 78

ShepHyken

FEBRUARY 1, 2021

Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg. B2B International) Our recent research shows that the majority of B2B business leaders feel that understanding their customers is a focus area for improvement throughout 2021 and beyond. Check it out!

Customer Service 139

Customer Service Rewards Programs B2B Loyalty Programs 139

TechSee

FEBRUARY 1, 2021

billion in 2021, at a CAGR of 43.6%. By streamlining execution of once complex, labor-intensive and time-consuming processes such as billing, data entry, workforce management and order fulfillment, RPA frees CSP staff for higher value-add work. The post 2021: Emerging AI trends in the telecom industry appeared first on TechSee.

Trends 107

Trends Industry Telecommunications Chatbots 107

TechSee

APRIL 21, 2021

According to a 2021 survey, 65% of U.S. consumers have required assistance during the COVID-19 pandemic. A Forrester report underscores this sentiment by discussing how AI trends will transform agents’ roles in the contact center by giving them the tools they need to succeed. . Call centers are busier than ever.

Call Center 136

Call Center Self Service Innovation Contact Center 136

West Monroe

DECEMBER 1, 2021

Manufacturing was hit hard in 2020 but responded well, leaving the door open for a 2021 full of growth and transformation.

Report 98

Report Consumers Industry 98

Stella Connect

DECEMBER 7, 2021

For answers, our team at Stella Connect by Medallia commissioned a research study of more than 2,100 consumers in the US and UK to uncover key drivers of customer sentiment , behavior, preferences, and loyalty. 5 Best Practices from Our 2022 Insights on the Future of Customer Service Report. 5: Agent tone and communication style.

Report 99

Report Customer Service Effort Score Customer Satisfaction 99

Conversocial

MARCH 18, 2021

It is well documented that consumer expectations have changed beyond recognition as a result of the pandemic. However, what is left unknown is our new definition of “normal.” It is yet to be fully defined.

Report 98

Report Trends Consumers 98

Centercode

JANUARY 8, 2021

2021 will be shaped by companies that have the best understanding of these nuances and the vision to act on them. Here are three major ways that tech companies used customer testing last year to roll with the punches, adapt their products accordingly, and lay the groundwork for success in 2021. High Stakes, High Consequences.

Customer Insights 98

Customer Insights ROI Data Consumers 98

Second to None

FEBRUARY 22, 2021

Consumer behaviors have shifted dramatically due to the pandemic, and trends are pointing straight at a refined customer experience in 2021. Forbes breaks down 11 customer experience changes that are taking place right now to meet the 2021 consumer, but we want to take in a more specific direction.

Consumers 62

Consumers Banking Brands Customer Satisfaction 62

Oracle

APRIL 15, 2021

Annual reports on CX are replete with growth projections and statistics that quantify its critical importance to modern customer acquisition and retention strategies. Let’s take a closer look at the top consumer traits that are driving CX strategies in 2021. 21 CX Predictions for 2021.

Loyalty Programs 94

Loyalty Programs Poor Customer Service Loyalty Omni-Channel 94

Kitewheel

JUNE 8, 2021

In the State of the Customer Journey 2021, we’ve taken a closer look at our data from the previous year to uncover the trends that will most impact businesses this year. Here are three trends and takeaways that you’ll want to look out for in 2021. Check out the full report for even more trends and customer journey data.

Customer Journeys 83

Customer Journeys Multi-Channel Effort Score Trends 83

Upstream Works

NOVEMBER 19, 2020

The below three drivers of CX success will help to keep customer loyalty strong as we move into 2021. A distributed workforce at scale will be viewed as the norm going into 2021. Many home-based broadband plans will need to be upgraded and IT won’t want agents using consumer-grade communications applications.

Average Handle Time 78

Average Handle Time Contact Center e-support Touchpoint 78

ShepHyken

JUNE 7, 2021

(strategy+business) In a recent PwC customer survey, almost 60% of B2B customers reported they had never had an experience with a brand that made them feel special. Loyalty programs are not just for consumers. Service and experience have not typically been strengths of consumers/citizens dealing with government agencies.

Customer Service 133

Customer Service Loyalty Programs Customer Journeys Customer Centricity 133

Optimove

FEBRUARY 10, 2022

2021 was supposed to be “the year after”, The one in which returned to our “old normal”. Well, when it comes to shopping habits and consumer behavior that’s a no-go. This is how 2021 looked from where we sit. You might have noticed reading this post that this was not the first prize we brought home in 2021.

CRM 52

CRM B2B Advertising Entertainment 52

ShepHyken

JUNE 14, 2021

AdAge) Personalization is now table stakes, and according to a new study by Twilio Segment of 3,000 businesses and consumers, 75% of businesses feel the same. Retailers Reflect on the Future of Stores – Store Management for 2021 & Beyond by RETHINK Retail. My Comment: This is a report you’ll have to download, but it’s a great one.

Customer Service 94

Customer Service Retail Loyalty Study 94

Ecrion

DECEMBER 22, 2020

Embrace 2021 Insurance Trends with CCM Software. Discover the latest insurance trends for 2021! It never hurts to pick up new skills, but coding isn’t as pressing a need for people in the insurance industry in 2021. Artificial Intelligence (AI) is here to stay and it will be a key trend in 2021.

Insurance 98

Insurance Trends Industry Policies 98

Oracle

MAY 4, 2021

Oracle’s New Consumer study examined aggregated, internal consumer packaged goods (CPG) purchase data, representing $762 billion in annual consumer spending, in an attempt to learn how spending and consumption changed during the Covid-19 pandemic. ” Will these trends from the New Consumer study continue in 2021?

Consumers 85

Consumers Study Trends Report 85

ShepHyken

OCTOBER 11, 2021

4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Here are the four best ways to make sure your customer service is top-notch in 2021. TechRepublic) A Zendesk report found a series of commonalities among companies it calls CX champions. What Makes an Optimal Customer Experience in 2021? by Max Starkov.

Customer Service 72

Customer Service Hospitality Rewards Programs Self Service 72

Qualtrics

NOVEMBER 16, 2021

Consumers want better experiences in 2022, and businesses are failing to respond – risking on average 9.5% Read on for top-level insights from our Global Consumer Trends 2022 report. Trend 1: Consumers have had enough - and they’re willing to walk. Trend 3: Consumers will stop engaging - unless you take action.

Trends 49

Trends Consumers Report Feedback 49

CSM Magazine

OCTOBER 4, 2022

Verint’s recent survey of more than 5,000 consumers across Gen Z, Millennials, Gen X and Baby Boomer demographics shows that customer satisfaction scores have fallen for the majority of the 20 banks in our benchmark. And nearly half of consumers over age 41 don’t receive fraud alerts because they don’t know they are available.

Banking 52

Banking Consumers Customer Experience Net Promoter Score 52

QuestionPro Audience

FEBRUARY 15, 2018

2017 was predicted to be the year of the smart home, and consumers are slowly integrating the new technology into their homes. We polled over 450 respondents from our consumer panel to gauge their thoughts on the smart home. We polled over 450 respondents from our consumer panel to gauge their thoughts on the smart home.

Consumers 252

Consumers Retail Report Technology 252

Optimove

OCTOBER 20, 2022

With inflation continuing to run at 40-year high levels, consumers are more careful about getting the most out of their dwindling purchasing power. Any consumers with variable interest rate debt, such as a home equity line, have seen their monthly payments increase in line with the rising interest rates. Less confidence, less spending.

Customer relationships 52

Customer relationships Consumers Marketing Social Media 52

Comm100

MAY 20, 2022

Thanks to the development of technology, consumers expect fast, accessible, and accurate support all day, every day. Over the years, live chat has grown exponentially in consumer popularity. 73% of consumers now agree that live chat is the most satisfactory way to communicate. Live chat caters to these key consumer needs.

Software 180

Software Wait Times Multi-Channel Consumers 180