Quadient

JULY 26, 2022

Choosing your Customer Communication Channels in 2022. Tue, 07/26/2022 - 16:40. To learn more about managing the communication demands of different generations download a copy of our complimentary eBook: Managing the CX Demands of 5 Generations. ?. . j.shah-thiel. Introduction. Digital Channels.

Communication 52

Communication Social Media Omni-Channel Chatbots 52

SurveySensum

OCTOBER 12, 2022

Top 10 Jotform competitors & alternatives in 2022. Top 10 Jotform competitors & alternatives in 2022. Guides, email, FAQs, ebooks. Guides, email, FAQs, ebooks. Why is Jotform so popular? Reasons to look for a Jotform Alternative. SurveySensum. Google Forms. FormAssembly. SurveyMonkey. Zoho Forms. Key Takeaway.

Survey 52

Survey Chatbots eBook Feedback 52

Vanilla Forums

MAY 25, 2022

Earlier this year, we released an eBook titled The State of Customer Success 2022. Within that book, we spoke to multiple customer success leaders who discussed the advent of customer marketing as a customer success responsibility.

Customer Success 52

Customer Success Marketing eBook Customers 52

SurveyGizmo

NOVEMBER 4, 2021

Please download our CX Predictions for 2022 ebook for our full report. How will we bring the mojo back in 2022? Expect to see customer experience and marketing grow ever closer in 2022. Our recommendation to business leaders is to become customer-obsessed in 2022. This is part 1 in a 5-part series.

Loyalty 95

Loyalty Brands eBook Loyalty Programs 95

SurveyGizmo

NOVEMBER 5, 2021

Please download our CX Predictions for 2022 ebook for our full report. Sales departments tend to operate using a customer relationship management (CRM) tool like Salesforce (SFDC) and, by 2022, have likely already integrated with other data sets like Jira or Salesloft. CX Lags Behind. Less so for CX.

Data 98

Data Net Promoter Score NPS Effort Score 98

SurveyGizmo

NOVEMBER 9, 2021

Please download our CX Predictions for 2022 ebook for our full report. In 2022, Alchemer predicts a shift in the way we view automation. In 2022, we finally embrace automation. — Join our webinar, CX Predictions for 2022 , on November 16, 10am MDT. This is part 4 in a 5-part series.

eBook 91

eBook Training Report Study 91

SurveyGizmo

NOVEMBER 11, 2021

Please download our CX Predictions for 2022 ebook for our full report. If these experiences are as profitable as they seem — Epsilon says 80% of consumers are more likely to make a purchase when offered a personalized experience — then expect to see a lot more personalization in B2B sales during 2022.

B2C 98

B2C B2B Self Service e-support 98

West Monroe

JUNE 6, 2023

In 2022, 1,056 tech companies announced public layoffs, resulting in 164,951 tech employees being laid off globally. The total value of tech M&A deals dropped from $786 billion in 2021 to $584 billion in 2022. And in just 2023 so far, the number of laid-off employees is already 21% higher than last year. The Dow Jones U.S.

Innovation 52

Innovation e-support Banking Retail 52

Optimove

JANUARY 23, 2024

Discover the latest email strategies to grab the attention of your customers Download Now Tip #1 – Optimize for mobile Mobile commerce makes up the majority of online purchases globally, contributing to 59% of e-commerce sales in 2022 and expected to reach 62% in 2027, as RetailWire reported.

Tips 59

Tips eBook User Experience Engagement 59

Optimove

AUGUST 17, 2022

Find them here: Numbers Talk: On Mother’s Day, Existing Customers Are Worth 3X New Customers (May 26, 2022) The Antidote to Rising CACs is Right Under Your Nose (June 8, 2022) Add “The Declining ROI of Mobile Marketing” to the List of Pains Holistic Multichannel Strategy Relieves (June 16, 2022).

CRM 52

CRM B2C eBook ROI 52

BlueOcean

MAY 13, 2021

What worked in 2019 may not work in 2021 or 2022. For more insights, grab a copy of our latest eBook: Customer Care Outsourcing Amidst Uncertainty: A Pandemic Resource. The post The 3 Principles of Brand Loyalty After COVID-19 Rocked Our World appeared first on Blue Ocean.

Loyalty 156

Loyalty Brands Ecommerce Average Handle Time 156

InMoment XI

DECEMBER 23, 2021

So, are you looking for some inspiration to start your experience mindset off on the right foot in 2022? Learn everything you need to know about text analytics in this eBook. And let’s be honest, that refresher is exactly what we all need after the holiday break. You’ve come to the right place! The Continuous Improvement Framework.

Customer Experience 529

Customer Experience Analytics eBook Survey 529

Playvox

NOVEMBER 1, 2022

In our 2022 remote work study , we found that nearly all the respondents were offering hybrid or remote work arrangements, but only 34% had a policy in place to govern it. A sprawling 2022 survey of more than 20,000 knowledge workers by Microsoft offers some insights. Why bring agents back when even managers are satisfied with it?

Contact Center 74

Contact Center Policies Guidelines Average Handle Time 74

Playvox

FEBRUARY 13, 2024

A 2022 ICMI study showed that the top two KPIs most customer support centers measure are customer satisfaction and agent productivity, respectively. In a 2022 Salesforce study , 78% of service agents said it was difficult to balance speed and quality. Your goals should guide your KPIs.

Contact Center 88

Contact Center Gamification Measurement Training 88

Interactions

AUGUST 29, 2022

We took a look at Opus Research’s 2022 survey results to see what the future holds for virtual agents according to firms that offer customers access to customer care and other services through bots. To see more about what makes a successful virtual assistant according to Opus Research, as well as their report on our IVA , check out our eBook.

Virtual Agent 62

Virtual Agent Self Service eBook Report 62

Gainsight

OCTOBER 17, 2022

For those of us in the SaaS space, 2022 has certainly been one of those tough times. To help SaaS leaders navigate the current environment, we’ve put together this ebook on The Path to Durable Growth. It’s so ubiquitous, it’s almost a cliche, appearing on t-shirts, coffee mugs, and posters everywhere. But you know what?

Chief Customer Officer 59

Chief Customer Officer Customer Centricity eBook Customer Success 59

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. Related eBook: 21 Interview Questions to Help You Hire the Perfect CX Candidate.

Contact Center 84

Contact Center eBook Study Policies 84

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. Almost half the contact center managers in our study said they would be bringing agents back to an office in 2022. Performance And Quality Management.

Contact Center Software 52

Contact Center Software Contact Center Software eBook 52

TechSee

MARCH 7, 2022

Download our eBook: What Self Service Will Look Like in 2025 . A Gartner survey of service leaders found that investing in new and existing customer-facing channels and leveraging AI to enhance customer experience and operational excellence are top priorities for 2022. What is Customer Self Service? Customer Self Service Examples.

Self Service 109

Self Service Examples Customer Service Representative Virtual Agent 109

Oracle

MARCH 18, 2020

For more stats and tips on digital commerce, view the full ebook: The 2020 Guide to Digital Commerce. homes and generate $40 billion worth of online purchases by 2022 ( USAToday ). So how are customers shopping, and retailers responding? Here are 10 commerce statistics to help guide your in-store and online CX strategies.

Strategy 64

Strategy Ecommerce eBook B2B 64

Quadient

FEBRUARY 15, 2022

Tue, 02/15/2022 - 14:17. Our new ebook, The essential checklist for Customer Journey Mapping , was co-written with the author of How Hard Is It to Be Your Customer? Living journey maps bring your customers' happiness to life. Andrea Haughton. A properly executed living customer journey map is a valuable and versatile tool.

Customer Journeys 59

Customer Journeys Touchpoint Fashion eBook 59

Playvox

JANUARY 12, 2023

In our 2022 study of contact centers in the United States and Canada, nearly 60% reported using a hybrid work model, while almost 40% of service centers were entirely remote. According to a 2022 ICMI report , most contact centers set individual performance goals (57%) and focused less on group goals (29%) or company-wide goals (14%).

Contact Center 69

Contact Center Metrics Study eBook 69

Playvox

OCTOBER 18, 2022

In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. But only 40% of support center managers we talked to said they were planning to continue remote work in 2022. In the end, bringing employees back is a risky move. How to Make Remote Work a Win-Win Situation.

Contact Center 69

Contact Center Management Policies Study 69

Gainsight

OCTOBER 13, 2022

According to recent Gainsight research, The Customer Success Index, 2022 , companies that invested 10% of revenue in customer success saw the highest NRR. . To learn more about the tools and tactics CS leaders should focus on to build durable growth, read the full ebook: The SaaS Durable Growth Kit for Customer Success.

Customer Success 52

Customer Success Chief Customer Officer Effort Score eBook 52

Think Customers

JANUARY 18, 2022

Top customer service AI and automation trends for 2022 : Discover the trends and innovations for customers and employees with intelligent automation. Outsourcing: Which shore is right for you : Explore this ebook to learn the benefits of recruiting talent across the globe. Learn more.

Contact Center 52

Contact Center Chatbots Self Service Average Handle Time 52

Inbenta

SEPTEMBER 12, 2022

Download our Ebook for free! Zendesk CX trends 2022 mentioned that customers believe artificial intelligence should make their life easier and that it should improve customer service quality”. NLP and Neuro-Symbolic AI combined can power human-like automated interactions with your customers.

Self Service 52

Self Service How To Chatbots eBook 52

Playvox

APRIL 21, 2023

For example, A 2022 stud y by ICMI showed that while 63% of contact centers offer customer service by email, only 41% were monitoring it for quality. Learn more about how digital channels are changing how contact centers operate in our new ebook, Is A Digital Contact Center The New Normal?

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

SmartKarrot

FEBRUARY 16, 2022

This is why we have created and curated a list of 30 top SaaS influencers you must follow in 2022 to receive excellent SaaS advice. Top 30 SaaS Influencers You Need to Follow in 2022. His ebook on customer success has won accolades, and he is easily the best customer success influencer out there. Aaron Levie. Liz Herbert.

Social Media 10

Social Media B2B Software Sales 10

Playvox

AUGUST 11, 2022

Related eBook: The 2022 QM Success Blueprint: Improve & Monitor Your Contact Center Agents. When you take that opportunity cost into account, the amount of money saved – and the amount of extra revenue your business could earn – through a more efficient chat conversation tagging process is something to think about.

Report 83

Report Analytics eBook Data 83

Playvox

SEPTEMBER 30, 2022

A 2022 Salesforce report showed that 88% of both consumers and business buyers said their experience mattered as much as a company’s products did, making your team a critical part of the customer experience — and customer retention. You have a vital line of communication with customers that other departments don’t.

Contact Center 67

Contact Center eBook Report Tips 67

SurveySparrow

FEBRUARY 5, 2024

Prabhakar Raghavan, Senior Vice President at Google, revealed this at a Brainstorm Tech Conference in 2022. This leaves other materials in the dust, like ebooks (16%) and text-based articles (13%). But first things first: TikTok Searching Trends TikTok searching is catching on, and the younger generations are leading the charge.

How To 52

How To Video Data eBook 52

Inbenta

JANUARY 17, 2022

9 Customer Service Trends for 2022. 2022 will see new trends that will redefine the customer service landscape – what’s new this year? So, what must customer service teams be prepared for in 2022? 9 Customer Service Trends for 2022: 1. Read our ebook: Customer service automation. Digital is no longer an option.

Self Service 98

Self Service Trends Customer Service Chatbots 98

Playvox

AUGUST 15, 2022

According to the Playvox research , despite the reported successes contact centers are experiencing with remote work, nearly half (45%) of managers surveyed say they’ll bring their agents back to the office in 2022. Another 40% have no plans to return their workforce to.

Contact Center 77

Contact Center Training Gamification eBook 77

SmartKarrot

MAY 18, 2022

An ebook reader loaded with their favorite books. They can use it to download ebooks on their Kindle app or another device (like an iPad), so they’ll always have access to their favorite reads no matter where they are in the world! To see how SmartKarrot helps B2B companies streamline and scale customer success, Request a Demo.

Customer Success 10

Customer Success Management Conference eBook 10