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. If you are here for the first time or ready to uplevel your customer-centric capabilities, here is a taste of all we have to offer for 2022. How To Score Customer Health.

Resources 52

Resources Customer Success Chief Customer Officer eBook 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.

Banking 52

Banking Financial Trends Multi-Channel 52

SurveySensum

JULY 27, 2022

If your customers can’t find immediate solutions to their queries, connect to a customer support section to raise an issue, and get reliable customer assistance, they become disloyal. Therefore, in this article, we will discuss points like what is a CES score, how to measure it, what are the top 10 CES tools in 2022, etc.

Effort Score 52

Effort Score Tools Multi-Channel Comparison 52

Qualtrics

JUNE 4, 2021

According to our latest research, in-person events will overtake virtual events in popularity by 2022. Explore the findings of our global report, including what they mean for your region, and why a 'hybrid' event model will be most successful going forward. What attendees want from your events in 2021 and beyond.

Travel 49

Travel How To Study Report 49

Comm100

JUNE 23, 2022

With CRM integration, Salesforce or another CRM can be connected to recognize even more about visitors to your website. In 2022, 58% of customers surveyed said they’ve used chatbots for simple customer service, compared to 43% just two years prior. Reporting and analytics . Integrated chatbot .

Chatbots 211

Chatbots Self Service Video Wait Times 211

AWS Machine Learning

JUNE 22, 2023

Working with AWS, Light & Wonder recently developed an industry-first secure solution, Light & Wonder Connect (LnW Connect), to stream telemetry and machine health data from roughly half a million electronic gaming machines distributed across its casino customer base globally when LnW Connect reaches its full potential.

Hospitality 84

Hospitality Metrics Automotive Connections 84

Lithium

NOVEMBER 1, 2022

It’s Me Care: A Cost Savings Series from Khoros A few years ago, a Khoros customer found truly stunning success while using the Care platform, even when the odds were stacked against them with a vast influx of volume during a nationwide event and promotion. Webinars & Events Some event areas are limited to Khoros customers only.

Roadmap 52

Roadmap ROI Social Media Contact Center 52

Think Customers

MARCH 21, 2023

The power of connectivity was on brilliant display this month in Salt Lake City, where approximately 10,000 customer experience professionals gathered to soak up inspiration and new ideas to deploy upon returning home. airline in 2022 by the Wall Street Journal , which scores airlines on seven operations and customer metrics. “We

Report 52

Report Airlines Healthcare Transportation 52

West Monroe

JANUARY 25, 2022

Entering 2022, 87% of manufacturers remain optimistic. 2022 will be the year that the structural changes coming out of the COVID economy become the new normal. Current events, however, have strained supply without subsiding consumer demand. The big question for 2022? Tim Vadney. The problem?

Competitive Advantage 52

Competitive Advantage Leadership Technology Resources 52

BlueOcean

DECEMBER 13, 2022

Furthermore, a McKinsey report revealed that brands with top-performing loyalty programs earn a 15 to 25 percent bump in revenue thanks to their loyal customers, who are either buying more or buying more often (or both). But McKinsey reports that approximately two-thirds of programs are not succeeding in delivering real value.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

Kustomer

FEBRUARY 4, 2022

Guides, e-books, and research reports on consumer behavior and CX trends. VIP invitations to the most important events designed to educate, inspire, and connect the CX community. Our first edition will launch on February 14, 2022, so make sure you’re registered to receive our debut edition of The Knowledge Base.

Knowledge Base 98

Knowledge Base Consumers Trends Innovation 98

West Monroe

JANUARY 23, 2022

An increasingly connected energy-and-utilities ecosystem. Increasingly frequent and extreme weather events are causing customers to think differently about how they get their energy and what products and services they’re willing to pay for. Chapter 1: Distributed energy resources. The challenge.

Transportation 40

Transportation Telecommunications Analytics Wireless 40

Gainsight

APRIL 26, 2023

During the Pulse 2022 opening keynote, Nick Mehta, CEO of Gainsight, reflected “In 2013, there were 300 people in this room, and there were like 500 people in customer success, literally.” According to our recent SaaS Market Report , 85% of SaaS leaders are maintaining or increasing CS budget as a result of the downturn. Well, sorta.

Industry 52

Industry Conference Fashion Customer Success 52

Comm100

JANUARY 11, 2023

In 2022, 59% of companies surveyed agreed that their markets have become more competitive in recent years. million USD in 2022. Following constructive coaching and suggestions provided in real-time by AI, employees reported the suggestions were helpful for quality assurance. The State of Automated Customer Service in 2023.

Customer Service 218

Customer Service Self Service Chatbots Healthcare 218

BirdEye

DECEMBER 8, 2022

As of July 2022, TikTok has reached one billion monthly active users. About: Social networking sites are designed to connect people in a shared online space. You can promote deals, sales, and events and attach links to your content before it disappears forever. Tease sneak peaks to new products and events.

Social Media 98

Social Media Brands Video Entertainment 98

Strativity

SEPTEMBER 6, 2022

Although Dynamic Showcase Ads and Collection Ads will still be available for the rest of 2022, TikTok plans to phase them out next year. Lastly, LIVE Shopping Ads enable advertisers to direct users from the For You page to their LIVE Shopping event, so that they can join in and learn about their products.

Advertising 52

Advertising Video Brands Study 52

Playvox

AUGUST 30, 2022

Our 2022 research study of contact center agents and managers revealed a big conflict between these groups: Despite most agents’ appetite for remote work, almost half of contact centers plan to bring employees back to the office this year. New Approaches Can Keep You Connected To Your Team. Managers need to be more available.

Contact Center 84

Contact Center eBook Study Policies 84

Kustomer

JANUARY 7, 2022

That said, proactive steps in solidifying your brand’s customer experience (CX) strategy and protocols will help keep the cheer levels high, jeer levels low and set a wonderful brand precedent for 2022. According to Adobe’s Digital Insight Report, online shopping is expected to top $200 billion for the first time in history.

Self Service 98

Self Service Social Media How To Chatbots 98

Playvox

DECEMBER 21, 2022

Those concerns might be why almost half of the contact center leaders in our 2022 remote work research study told us that they’re bringing agents back to the office this year. Connection through tools like Slack. Regular inclusion in company events. Freedom to direct their own work without micromanagement.

Contact Center Software 52

Contact Center Software Contact Center Software eBook 52

CSM Magazine

OCTOBER 28, 2022

From 2020-2022, a combination of global events brought about significant disruptions to society and business that will take time to overcome. The benefits of virtual meeting tools are that you can increase connectivity, accessibility, interaction, and security. Update security software regularly. Enforce password rules.

Government 52

Government Software Meeting Trends 52

AWS Machine Learning

NOVEMBER 22, 2022

Traditionally, this data is collected via a batch process and sent to a data warehouse for storage, analysis, and reporting, and is made available to decision-makers after several hours, if not days. Companies streaming online movies (OTT platforms), live concerts, or sports events. Financial institutions.

Analysis 70

Analysis CRM System Groups 70

West Monroe

AUGUST 11, 2022

This article was originally featured in the August 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. Consumer & Industrial Products Executive Poll—Q2 2022. All Rights Reserved. Featured Content. Because in an M4.0

Exercises 52

Exercises Roadmap Leadership Technology 52

CSM Magazine

JUNE 1, 2023

Within five days of its November 2022 introduction, over a million people were using it. It can tell me that my daughter should contact the credit card company and report the card stolen. They’re having trouble connecting the capabilities with the services they’re providing because ChatGPT basically looks like Google.

Customer Service 105

Customer Service Chatbots Customers Training 105

CSM Magazine

JUNE 10, 2021

A Saddletree Research study found that the biggest challenge for contact centres in 2022 and beyond is likely to be: “Transforming the contact centre into being a central component of the operations of the organisation.”. According to a 2020 Call Centre Helper report , 23.9% According to a 2020 Call Centre Helper report , 23.9%

Gamification 105

Gamification How To Call Recording Analytics 105

COPC

OCTOBER 13, 2021

This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. Please register here to attend the event on Monday, October 18, 2021, from 11:00 AM – 12:30 PM ET/8:00 AM – 9:30 AM PT.

Contact Center 52

Contact Center Call Center Training Management 52

Solvvy

JULY 13, 2022

The Salesforce State of the Connected Consumer report states that 66% of customers expect businesses to understand their unique needs and expectations, and 68% expect companies to demonstrate empathy. After you introduce new services or features, or seasonal events like Black Friday Cyber Monday a higher volume of support tickets.

Self Service 90

Self Service Customer Service Knowledge Base Chatbots 90

ECXO

AUGUST 9, 2023

Becoming a value-adding partner in cloud professional services Helping clients realise the full value of their cloud investment Capgemini was positioned in the Leaders category in the IDC MarketScape Worldwide Cloud Professional Services 2022 Vendor Assessment. The reason? Rapid cloud and digital transformations are key priorities.

Consulting 98

Consulting Competitive Advantage Culture Touchpoint 98

NetBase

MARCH 3, 2020

And, as reported by Real Money , although many headlines give the impression that Uber is forecasting Q4 profitability, it’s not. billion and negative $641 million, and positive FCF is expected to be achieved in 2022.”. billion and negative $641 million, and positive FCF is expected to be achieved in 2022.”. Self-driving cars.

Consumers 56

Consumers Marketing Financial Measurement 56

Maru Group

JULY 30, 2020

A Bank of Canada survey indicates that 56% of businesses report their sales are expected to decline. Their estimate is that it won’t be until well into 2022 that we reach a full recovery. In addition to holding off on spending, COVID-19 is also delaying some life events. Community connection. Buying local.

Banking 52

Banking Survey Connections Sales 52

West Monroe

AUGUST 11, 2022

This article was originally featured in the August 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. Consumer & Industrial Products Executive Poll—Q2 2022. All Rights Reserved. Featured Content. Because in an M4.0

Exercises 40

Exercises Roadmap Leadership Technology 40

SurveySensum

FEBRUARY 9, 2024

Customers can have changing needs and preferences, and global events can influence your industry. In 2022, the global market research industry earned $82 billion in revenue. Whether it’s industry reports, government publications, or reputable databases, basing your research on reliable sources supports the validity of your findings.

Tips 52

Tips Marketing Trends Groups 52

BirdEye

AUGUST 3, 2023

After special promotions or events After running marketing promotions, events, or special campaigns, measuring CSAT can help determine their effectiveness and how they impact customer satisfaction. Here are some examples that are relevant as of 2022: Healthcare (nonhospital care) – 73. What is a good CSAT score? Go omnichannel.

Customer Satisfaction 98

Customer Satisfaction Customer Centricity Culture Effort Score 98

Oracle

JANUARY 28, 2019

Consumers today are more connected, have more choice, and expect a frictionless transaction process. highlights 3 reasons robotic technology is moving in on the B2C segment: rising labor costs, productivity enhancements and happier customers; and by 2022, 70% of all U.S. The experience economy is upon us.

Retail 70

Retail B2C Omni-Channel Innovation 70

SurveyGizmo

DECEMBER 21, 2022

Whether a customer completes a purchase, leaves a review, or mentions your company socially, there is always an emotional state connected to their action. The connection between retargeting and mobile surveys One of the best ways to retarget your customers is with mobile surveys.

Customer Engagement 52

Customer Engagement Feedback Engagement How To 52

Stella Connect

JANUARY 26, 2022

In the report Customer Service Trends for 2022: Preparing for the Future of Customer Service , 60% of consumers said they would stop buying from a brand after a disappointing service interaction; therefore, it’s critical to position your customer service team for success before customers ever reach out.

Customer Service Training 96

Customer Service Training Training Tips Customer Service 96

AWS Machine Learning

SEPTEMBER 9, 2022

The personalized show recommendation list service has shown a 3% boost to customer engagement metrics tracked (such as liking a show, following a creator, or enabling upcoming show notifications) since its launch in May 2022. Batch data enables more point-in-time reporting and analytics vs. real-time. Solution overview.

Analytics 71

Analytics Data Customer Engagement Engagement 71

West Monroe

APRIL 19, 2022

This article was originally featured in the April/May 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. We believe the supply chain issues brought on by the pandemic and recent geopolitical events will persist for some time.

Leadership 52

Leadership Technology Data Examples 52