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…. A blog post from Umesh Sachdev, CEO & Co-founder, Uniphore. Not so fast.

Healthcare 130

Healthcare Video Banking Contact Center 130

CustomerSuccessBox

MARCH 2, 2022

The global customer success software market share will rise in 2022. The accelerating growth in the customer success industry is due to: Digitization, Increased volume of data, and Advanced analytics solutions. Where customer retention and customer satisfaction are the crucial factors they work upon.

Software 52

Software Customer Success Marketing Transportation 52

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

DECEMBER 26, 2022

Each week, I read many customer service and customer experience articles from various resources. Customer Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent. CSAT.AI) The holiday season is rife with customer service horror stories from both customers and workers. Here are my top five picks from last week.

Loyalty Programs 65

Loyalty Programs Customer Service Self Service Retail 65

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. by Janelle Estes.

Customer Service 124

Customer Service Customer Service Training Policies Loyalty 124

CustomerSuccessBox

AUGUST 25, 2022

Attending Customer Success events in 2022 ensures your SaaS business is at par with the current industry trends. However, with the onset of the COVID pandemic, various aspects of customer service and experience drastically changed. Suggested Read : Top 10 SaaS Conferences of 2022. Customer Success Festival.

Customer Success 52

Customer Success Conference Trends Customers 52

ShepHyken

NOVEMBER 14, 2022

Each week, I read many customer service and customer experience articles from various resources. Partnering in Complex Times: Turning to the Experts for Best-In-Class Customer Experience by Harvard Business Review. Top 14 Tips for Connecting with Customers from CMOs by Sarah Franklin. It’s a video.

Customer Service 70

Customer Service Loyalty Programs Loyalty Tips 70

Blueshift

JANUARY 19, 2022

The world of marketing has been significantly evolving at a rapid pace — digital transformation accelerated during the pandemic, creating more and more digitally connected channels, and ever-expanding volumes of real-time data.

Trends 86

Trends Customer Experience Connections Brands 86

ShepHyken

APRIL 1, 2022

This week, we feature an article by Arvind Kumar, head of product marketing at Zonka Feedback , an all-in-one customer feedback and survey management software. He writes about the future of digital customer experience and explores the CX predictions and trends for 2022. Future of Digital Customer Experience .

Trends 80

Trends Social Media Conference Exceptional Customer Service 80

Daniel Group

NOVEMBER 30, 2022

– The Daniel Group 2022 Client Conference. a referral from a satisfied customer or an existing customer who does not “shop” because of service and product quality). Fred Reichheld is the developer of the Net Promoter System (NPS)® and was an early advocate of the importance of customer experience to a company’s growth.

Conference 98

Conference Groups NPS Net Promoter Score 98

Totango

APRIL 12, 2022

At Totango’s 2022 Global Executive Forum , customer success leaders from around the world came together to connect with their peers, share ideas and learn about new products and opportunities. Top 10 Insights from Customer Success Executives. The Customer Comes Before the Product. Deliver Value First.

Customer Success 82

Customer Success Customer Journeys Roadmap Sales 82

InMoment XI

MARCH 6, 2022

International Women’s Day 2022 is here! To mark the day, we asked some of our women in customer experience (CX) for the best career advice they’d like to share with our readers. We asked our female CX leaders, “What advice do you have for female professionals starting their career in customer experience? Tip #6: Be Human.

Tips 295

Tips Customer Experience Culture Strategy 295

Totango

MARCH 24, 2022

We were thrilled to bring back our in-person Global Executive Forum last week and have the opportunity to host customer success leaders at the beautiful Carmel Valley Ranch in Carmel Valley, CA. Guy Nirpaz , Totango’s Founder and CEO, kicked off the day highlighting “Four Lessons to Unleash Customer Success”. Very well done!”.

Customer Success 91

Customer Success Customer Journeys Groups Interaction 91

Forcivity Salesforce

JANUARY 18, 2022

Customer experience strategy in 2021 was no different. These trends are looking to continue into the new year; 2022 will be less about revolution, and more about refinement on what has become the mainstream. However, this has only increased customer demand, and–as a result–opportunity. Customers are expecting empathy.

Omni-Channel 59

Omni-Channel Trends Customer Experience Social Media 59

Team Support

DECEMBER 21, 2021

In today’s world, a proactive and communicative customer experience is a necessity. Live chat software connects businesses with their customers, drives revenue and growth, and provides a universally better experience that drives customer satisfaction. Companies can no longer afford to be aloof in the digital space.

B2B 98

B2B Software Airlines Communication 98

Optimove

OCTOBER 5, 2023

As Halloween looms closer, there are some chilling challenges lurking that can send shivers down the spines of marketers — but fear not – there are solutions as well. Many were uncovered in our 2023 Marketer’s survey that are below. Respondents included 221 executives at companies, and included CEOs, CMOs, and SVPs of marketing. Others

Marketing 72

Marketing Survey B2C Loyalty 72

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to back that up. That’s right. Crazy, right?

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

Helpware

JUNE 28, 2022

Can social media double as customer service tools? Most companies use social media to amplify their brand voice in hopes of connecting with customers.

Social Media 61

Social Media Tools Customer Service Marketing 61

C Space

FEBRUARY 2, 2022

Customer Inspired Perspectives on Grocery and Drinks Trends in 2022. C Space CEO, Jessica DeVlieger, was invited by WARC to give her perspective on 2022’s key Grocery and Drinks Industry trends. We believe in treating customers as humans; not targets, data points or subjects who need convincing.

Trends 52

Trends Banking Consumers Industry 52

Optimove

AUGUST 31, 2023

In this post, we explore the correlation between consumer demands for personalization and relevancy in marketing from brands, along with the challenges marketers face in leveraging first and zero-party data to deliver marketing communications that establish a personal connection with consumers.

Data 52

Data Marketing Multi-Channel B2C 52

Fox Metrics

FEBRUARY 13, 2023

You can connect your software to reservation apps, POS machines, ordering software, and more. So what was the buzz in 2022? What Were the Top Restaurant Analytics Trends in 2022? The rise of customization; it’s all about them. What is Restaurant Analytics? Diners prefer to go healthy.

Analytics 52

Analytics Trends Social Media Analysis 52

CSM Magazine

DECEMBER 15, 2021

Business conversations continue to center on the value of customer experience (CX), as it has become the cornerstone of growth and ongoing success. Dave Mingle, VP of Customer Experience at Reputation , examines the key trends that will shape 2022. Customer search experience will be made a No.

Trends 59

Trends ROI Metrics Analysis 59

Gainsight

NOVEMBER 18, 2022

Here are our top Pulse Europe 2022 takeaways from Gainsight’s Adam Joseph , Regional VP of Customer Success, EMEA. As I reflect on the events of last week, I am left in absolute awe of both our amazing local Customer Success community and of my wonderful groups of colleagues who helped bring Pulse Europe to life.

Conference 52

Conference Customer Success Groups Financial 52

Quadient

JUNE 22, 2022

IDC MarketScape Cloud CCM 2022 Highlights Quadient’s Broad Portfolio. Wed, 06/22/2022 - 16:53. As customer expectations and the demand for personal, secure, in-the-moment communications rise, a new standard has been set for all organizations. Marissa Feigen. Quadient named a Leader .

Omni-Channel 52

Omni-Channel Multi-Channel Communication Roadmap 52

Quadient

JULY 26, 2022

Choosing your Customer Communication Channels in 2022. Tue, 07/26/2022 - 16:40. Thirty years ago, customer communications were relatively straightforward. With so many channels available to communicate with your customers, how do you determine the right channel? What are Customer Communication Channels?

Communication 52

Communication Social Media Omni-Channel Chatbots 52

Daniel Group

DECEMBER 15, 2022

One major highlight from 2022 was our client conference with Fred Reichheld as our keynote and special presenters: Bryan Gregory, Carter Machinery Denise Herrera-Wieters, HOLT CAT Carol Tesarek, Equipment Depot Marty Yuzwa, Ohio Machinery My recent blog highlights what we learned to improve CX at the conference.

Loyalty 52

Loyalty Conference Groups Metrics 52

SurveySensum

FEBRUARY 9, 2024

The changes occurring in the market can affect your brand’s marketability and performance. Customers can have changing needs and preferences, and global events can influence your industry. It is, therefore, important for businesses to continuously study and understand the market. What is Market Research?

Tips 52

Tips Marketing Trends Groups 52

Totango

MAY 17, 2023

Three learnings from TSIA on why your go-to-market leaders have an opportunity to work better together to drive growth. When it comes to understanding customer needs, marketing, sales, and CS teams are the experts, so it’s on us to work together to define today’s most valuable growth opportunities.

Sales 106

Sales Marketing Sports Customer Journeys 106

Optimove

SEPTEMBER 20, 2022

Whether you’re a rookie or an expert, the time is now to start planning how to capture, connect with, and convert your audience to win the mobile marketing game with your retail app this winter. The World Cup 2022 is going to give you unprecedented opportunities to reach your customers when they’re most likely already engaged. .

Retail 52

Retail Sports Effort Score Social Media 52

Optimove

OCTOBER 20, 2022

consumers surveyed* (35%) responded that they will spend less in the 2022 holiday season than in 2021. The results align with confidence about what they will budget for holiday shopping, with 39% “less confident” and 19% “more confident” about holiday spending when comparing 2021 to 2022. .

Customer relationships 52

Customer relationships Consumers Marketing Social Media 52

Gainsight

APRIL 21, 2022

Every year Gainsight loves to give our customers and community the best of what we have for resources, including events, webinars, articles, ebooks, and more. As we enter the post-pandemic era, we have learned that customer success was one of the leading reasons companies who invested in CS fared better than those who did not.

Resources 52

Resources Customer Success Chief Customer Officer eBook 52

SurveyGizmo

OCTOBER 1, 2021

Instead, we turned to our market-research customers to find out where they turn for advice and information. Gartner owns Gartner Peer Insights and Gartner Digital Markets, which includes Capterra, GetApp, and Software Advice. Gartner Peer Insights is connected with Gartner Research and their famous Gartner Magic Quadrant.

Marketing 98

Marketing Software Comparison Analysis 98

ShepHyken

JULY 4, 2022

Each week I read many customer service and customer experience articles from various resources. 7 Top AI Trends in Customer Service by Zendesk. EnterpriseAI) Ever-evolving technology is constantly changing how customer service is done. 4 Strategic Approaches to Customer Journey Mapping by Jennifer Torres.

Customer Journeys 70

Customer Journeys Customer Service Loyalty Programs Loyalty 70

Inbenta

NOVEMBER 3, 2022

In the age of digital customer experience, customers expect fast and convenient interactions. In fact, an extensive study by Verified Market Research showed that the healthcare chatbot’s market size is currently valued at USD 194.85 Million by 2030 , growing at a CAGR of 19.16% from 2022 to 2030.

Healthcare 96

Healthcare Chatbots Self Service Hospitality 96

Lithium

JULY 13, 2022

In the sweltering southern city of Nashville, Tennessee, Customer Experience leaders gathered to discuss the emerging customer experience trends in our rapidly changing world. These three trends displayed the importance of centralizing a brand's customer engagement hub. Having Business Agility is vital to success.

Conference 52

Conference Self Service Social Media Contact Center 52

SurveySensum

JULY 27, 2022

Every business wants to build a loyal customer base to run its business in the long run. . But, how do you build a loyal customer base? Or is there something else involved in creating loyal customers? . For instance, earlier we weighed customer loyalty only on the quality of products and services sold. in detail. .

Effort Score 52

Effort Score Tools Multi-Channel Comparison 52

Playvox

JANUARY 13, 2022

We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. 2022 just might be The Year of the Contact Center Employee. Let’s take a closer look at these 2022 contact center trends. In fact, many think AI is the future of customer service.

Contact Center 79

Contact Center Trends Omni-Channel CRM 79