Comm100

DECEMBER 2, 2021

In 2021, evolving customer experience trends shook up the financial services industry. Customers demanded digital services to meet their needs, and as organizations rose to the demand, these high customer expectations led to innovative new services. For customers, this integration provides a seamless and excellent experience.

Financial 226

Financial Trends Customer Experience Chatbots 226

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Trends 207

Trends Customer Service Chatbots Omni-Channel 207

InMoment XI

FEBRUARY 9, 2024

At the same time, we’re seeing a massive shift in the way consumers want to browse and buy vehicles. Automotive brands need to understand customers’ needs and preferences, and then adapt accordingly, to deliver outstanding experiences that win and retain customers. Data is foundational to achieving these goals.

Automotive 260

Automotive Customer Journeys Chatbots Ecommerce 260

InMoment XI

FEBRUARY 15, 2022

In 2022, modern retailers will face many challenges as the industry continues to recover from the global pandemic. And now, according to our most recent EX & CX Retail Trends research, both customers and employees expect a blended experience. billion and allow customers to shop without the hindrance of wasting time waiting in line.

Retail 260

Retail Consumers Social Media eBook 260

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Trends 155

Trends Customer Service Chatbots Omni-Channel 155

IntouchInsight

SEPTEMBER 8, 2022

The rapid evolution of technology continues to impact every industry and raise consumer expectations around how brands incorporate it into their customer experience. The rise of 3rd party mobile ordering and delivery services has helped many businesses offer a mobile shopping experience quickly, but at a cost.

Trends 288

Trends Consumers Industry Technology 288

IntouchInsight

JUNE 12, 2023

With summer just around the corner and consumers focused on summer vacation plans, we know that businesses are looking ahead to the holiday season. To help with your planning, we’ve pulled together our 2022 holiday-related shopping data from our Flash Points Surveys.

Feedback 283

Feedback Survey Consumers Data 283

Comm100

FEBRUARY 2, 2022

Does your customer service team have big plans for 2022? With the turbulence of the pandemic now settling down, there’s no excuse not to begin implementing strategies to improve your customer service and support operations. Be everywhere your customers need you with omnichannel . But where to begin?

Customer Service 130

Customer Service Strategy Omni-Channel Chatbots 130

InMoment XI

FEBRUARY 3, 2022

If we were to sum up what brands need to know about Gen Z customer experience preferences (and employee experience preferences) in a few words it would go something like this: they’re different. It makes sense, then, that their standards for customer and employee experiences would be higher than ever, too. Revolutionary even.

Employee Experience 529

Employee Experience Customer Experience Brands Social Media 529

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 2: Toss out the pre-2022 business plans. Up to 9.5%

Trends 49

Trends Consumers Report Feedback 49

Comm100

MAY 25, 2022

Further social upheavals amongst workers and customer expectations have also occurred. Ultimately, customer service and contact centers have not been immune to these changes. Then we’ll analyze how your organization can respond to these changes and the ways in which technology can benefit your ability to serve customers.

Contact Center 130

Contact Center Customer Service Omni-Channel Social Media 130

Lumoa

AUGUST 5, 2022

According to Deloitte’s Global State of the Consumer Tracker survey, 77% of retail consumers are concerned by the increasing prices of everyday products. Companies in the retail space have traditionally leveraged indicators like customer sentiment to better understand their target audiences.

Retail 208

Retail Feedback Trends Consumers 208

CSM Magazine

NOVEMBER 1, 2022

Zenarate , the leading Simulation Training solution, today announced the release of the Consumer Edition of the 2022 CX Leaders Trends & Insights report. Zenarate partnered with Execs In The Know to gather current consumer preferences and perceptions related to customer service and customer experience channels.

Trends 52

Trends Report Consumers Telecommunications 52

TechSee

JUNE 8, 2022

Like most American consumers, I had no reason to understand the complexities and challenges companies face implementing an efficient field service strategy… until I spent five months without a working oven. I was curious to learn what had changed from then to April 2022. Top 3 Ideas that Punctuated April’s FSUSA 2022 Event.

Knowledge Base 109

Knowledge Base Government Travel Consulting 109

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…. Last fall, we surveyed Australian consumer perspectives of video conversations.

Healthcare 130

Healthcare Video Banking Contact Center 130

TechSee

FEBRUARY 2, 2022

In the last few years, call centers have experienced an awakening with pandemic-driven remote work models, increased demand for service, and rising awareness of the benefits of delivering a good customer experience. 5 Innovative Call Center Technologies in 2022. 5 Innovative Call Center Technologies in 2022. Data Analytics.

Call Center 124

Call Center Self Service Technology Social Media 124

kommunicate

OCTOBER 27, 2022

Last Updated on October 27, 2022 85% of shoppers prefer mobile applications over mobile websites for online shopping (Forbes). Mobile has become the staple channel for consuming information and carrying out everyday tasks. The post Make Your Shopify Website More Mobile-Friendly in 2022 appeared first on Kommunicate Blog.

Consumers 97

Consumers Customers 97

Comm100

DECEMBER 13, 2021

In this blog, we’ll look at the four top reasons why credit unions need to offer live chat services in 2022, from improving member experience to gaining member insights. The Deloitte Center for Financial Services conducted a survey of digital banking in March 2021 that speaks to the shifts happening among banking customers.

Banking 130

Banking Financial e-support Wait Times 130

Merkle

FEBRUARY 16, 2022

Merkle’s Customer Engagement Report is back for Q1 2022. To fuel the insights in this issue, we surveyed over 2,000 consumers, instead of marketers, to unpack the amount and extent of data consumers are willing to share.

Consumers 105

Consumers Survey Report Connections 105

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 123

Customer Service Customer Service Training Policies Loyalty 123

Blueshift

DECEMBER 6, 2021

As online consumer behavior rapidly shifts, ecommerce marketing also undergoes major changes. With the ever-declining attention span of consumers, brands must think of ways to stand out in just a snap. The post 5 Omnichannel Marketing Trends in 2022 appeared first on Blueshift.

Omni-Channel 98

Omni-Channel Trends Marketing Ecommerce 98

West Monroe

MAY 17, 2022

They’re also making additional investments in digital technologies and processes—including those related to supply chain (56%), labor tracking (16%), customers (11%), and data collection and governance (10%). West Monroe’s Quarterly Executive Poll—Q2 2022. read more.

Industry 52

Industry Consumers Government Technology 52

Topdown

FEBRUARY 21, 2022

The modern economy is defined by the customer relationship. This is also because, thanks to technology and the internet of things (IoT), the average consumer now has access to the necessary information to support businesses based on things like environmental consciousness, if they choose. The other is putting it into practice.

Customer Engagement 62

Customer Engagement Engagement Customer relationships Consumers 62

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 64

Loyalty Programs Customer Service Self Service Retail 64

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

Cyara

DECEMBER 21, 2021

Digital transformation is permanently changing customer experience. The past few years have ushered in rapid shifts in the world of customer experience. The pandemic brought sweeping changes to the way businesses interact with their customers and altered consumer expectations in dramatic ways.

Trends 76

Trends Customer Experience Contact Center Consumers 76

ShepHyken

MARCH 21, 2022

Each week I read many customer service and customer experience articles from various resources. 15 Stats About Post-Covid Customer Service by Blake Morgan. Chief on that list is updating customer service efforts. Our customer service research supports the theme. Our customer service research supports the theme.

Omni-Channel 67

Omni-Channel Customer Service Self Service Retail 67

Optimove

MAY 2, 2023

Trend results of three recent Optimove surveys, each of more than 400 US consumers, show that consumers’ planned shopping budgets increased slightly in March. This compares to results in August 2022, when 19% of respondents expected to budget more for shopping on holiday at the end of 2022. 1985=100), up from 103.4

Consumers 52

Consumers Loyalty Survey Conference 52

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

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

Maru Group

DECEMBER 13, 2022

By Steve Brockway Maru/Matchbox | December 2022. Consumer Duty raises the bar of regulatory consumer protection in the financial services sector by shifting the regulation paradigm from a process-driven approach to one based on customer outcomes. What are the Consumer Duty outcomes?

Consumers 84

Consumers Net Promoter Score Effort Score Touchpoint 84

ShepHyken

FEBRUARY 28, 2022

Each week I read many customer service and customer experience articles from various resources. Fidelum Partners) As the COVID-19 pandemic subsides, we need to change the way we think about and build companies, brands and customer relationships. Consider how “warm” you are with your customers.

Ecommerce 70

Ecommerce Customer Service Trends Loyalty 70

Stella Connect

DECEMBER 2, 2021

Wondering what the top drivers of customer sentiment , purchase decisions, customer reviews, customer satisfaction and customer experience will be in 2022? Keep reading to find out the four biggest customer service trends for 2022. . Top Customer Service Trends for 2022 You Need to Know.

Trends 52

Trends Customer Service Data First Call Resolution 52