Clarivate

JANUARY 3, 2023

To highlight fast-moving and emerging specialty areas of science, Clarivate has once again partnered with the Chinese Academy of Science (CAS) on a special report on the hottest fields in science, including data on the regions and institutions producing the work. Read the new report now. Fields and nations.

Report 98

Report Analysis Course Leadership 98

Comm100

DECEMBER 2, 2021

As we look ahead, 2022 promises, even more changes for the financial services industry. To help cut through the noise, we’ve looked at emerging data and expert opinions to predict the CX trends that we expect to see in 2022 for financial services. In 2022, chatbots will become a driving factor in improving customer experience.

Financial 236

Financial Trends Customer Experience Chatbots 236

Clarivate

MAY 18, 2023

Marko Damjanovic, Head of Corporate Sustainability at Clarivate, reviews our 2022 ESG milestones and highlights our 2023 goals for advancing our strategic commitments to the United Nations SDGs – all by accelerating our actions and by helping our customers achieve their goals.

Report 98

Report Innovation Government Culture 98

Gainsight

AUGUST 4, 2022

The 2022 Gartner Market Guide for Customer Success Management Platforms reports that “customer success management (CSM) programs have progressed from an emerging discipline into an increasingly mature and evolving practice.”. Here are our top three takeaways from the Gartner report.

Customer Success 105

Customer Success Management Marketing Analytics 105

TechSee

DECEMBER 16, 2021

Going into 2022, we’ve got our eye on seven trends that are expected to help call centers deliver service excellence while still keeping a close eye on their bottom line to ensure business continuity in an unstable economic environment. Accenture reports their clients experiencing time savings of up to 70% with AI-driven automation.

Call Center 124

Call Center Trends Self Service Contact Center 124

Calabrio

FEBRUARY 18, 2022

Ross Daniels at Calabrio looks at the recently published 2022 Agent Management Value Index Report from analyst firm Ventana Research, for insights into how to structure software selection processes – to help organizations pose the right questions to get the right answers. Access the report reprint here. Manageability.

Management 130

Management Contact Center Return on Investment Effort Score 130

Quadient

AUGUST 11, 2022

2022 Analyst Report Roundup: Data to Back Your CCM-CXM Budget. Thu, 08/11/2022 - 15:15. Quadient has licensed reports and analyses from leading analyst firms, including Aspire CCS, Forrester, Gartner, and IDC. Forrester Report: Making the Case for Omnichannel Orchestration. Marissa Feigen.

Customer Journeys 52

Customer Journeys Report Data Omni-Channel 52

Comm100

MARCH 14, 2022

In this blog, we’ll look at the top five reasons why live chat for government is critical in 2022. In a 2021 survey, nearly 40% of Americans reported experiencing phone wait times of more than five minutes with federal agencies. The post 4 Reasons Why Live Chat for Government is Critical in 2022 appeared first on Comm100.

Government 218

Government Wait Times Video Guidelines 218

Comm100

FEBRUARY 2, 2022

Does your customer service team have big plans for 2022? In this blog we’ll look at the top customer service improvement strategies for 2022, and show you how you can bring your team one step closer to digital CX excellence. . Read more : Live Chat Benchmark Report 2022 . But where to begin? Bots that are up to the task

Customer Service 130

Customer Service Strategy Omni-Channel Chatbots 130

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. For credit unions looking to expand digital services in 2022, these kinds of high-value interactions with members are where live chat with human agents can excel.

Banking 130

Banking Financial e-support Wait Times 130

Magellan Solutions

AUGUST 1, 2022

Statistics on the Philippine BPO Industry for the year, 2022. The Philippines’ Information Technology and Business Process Management (IT-BPM) sector continues to be a major economic driver. The number of mid-skilled jobs is expected to increase from 452,000 FTEs in 2016 to 840,000 FTEs by 2022. billion by the end of 2022.

Report 40

Report Industry Government Healthcare 40

BirdEye

APRIL 28, 2022

In this article, we will cover six of the most reviewed industries, explain why niche sites are so effective in those industries and list five of the top sites you should give your attention to in 2022. Table of contents Automotive Healthcare Home Services Restaurants Legal Property management Need more information on your industry?

Industry 104

Industry Automotive Healthcare Report 104

GlowTouch

AUGUST 23, 2022

Since July 2020, GlowTouch has added dozens of new clients while also managing the expansion of numerous existing programs and extending its global footprint. Read more about the Everest Group’s 2022 CXM PEAK Matrix®: [link] About GlowTouch GlowTouch is a privately held and WBENC-certified, woman-owned enterprise, founded in 2002.

Customer Experience Management 52

Customer Experience Management Management Customer Experience Contact Center 52

Totango

MARCH 8, 2022

Here’s our guide to the top customer success communities in 2022 and what they have to offer. Then, we’ll walk you through a list of nine of the best customer success communities you can join in 2022 and what each of them has to offer. Support CS managers with information and advice from the community.

Customer Success 116

Customer Success Guidelines Social Media Tips 116

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…. 1 tech trend for 2022. Expect more companies to follow suit in 2022 on the CX side.

Healthcare 130

Healthcare Video Banking Contact Center 130

West Monroe

MAY 16, 2022

At the end of last year, Covid’s effects were waning, travel was increasing, and 2022 looked like a comeback year. In short, 2022 may be turning out to be as stubbornly challenging as 2020 and 2021. The increased cost of goods and services is also showing up for businesses, where half report effects from inflation.

Report 98

Report Banking Competitive Advantage Culture 98

Totango

DECEMBER 6, 2021

In this article, we’ll examine the top three takeaways we’ve gathered over the past year that companies should take to heart going into 2022. Finally, we’ll propose how these three key insights from 2021 can be combined into a unified customer success strategy for winning results in 2022.

Strategy 93

Strategy Customer Journeys e-support Customer Success 93

COPC

FEBRUARY 6, 2023

A balanced scorecard is ultimately a shorthand name for a particular performance management tool. Regardless of the channel and vertical, contact centers typically have many KPIs from varying reports and often different reporting platforms. The effective deployment of a scorecard can help organizations achieve this balance.

Management 79

Management Employee Engagement Metrics Contact Center 79

Upstream Works

JANUARY 5, 2022

As we move into 2022, contact centers are facing unique challenges that include both tactical and strategic decision making. Contact center leaders must also be thinking about strategic decisions, such as how the contact center is going to evolve or what CX will need to look like in 2022. Think about CX becoming digital CX.

Strategy 78

Strategy Contact Center Chatbots Trends 78

ChurnZero

NOVEMBER 11, 2022

These are just some of the findings in this year’s Customer Success Leadership Study, ChurnZero’s third annual report on the top trends and opportunities in Customer Success, presented in partnership with ESG and sponsored by Higher Logic Vanilla and involve.ai. Download your full copy of the 2022 Customer Success Leadership Study here.

Study 98

Study Leadership Trends Customer Success 98

Totango

APRIL 5, 2022

Generating survey reports. Reporting: Does your NPS software include analytics and reporting tools to help you interpret your survey results? Six of the Best NPS Software Solutions for 2022. Totango’s customer success management platform includes a SuccessBLOC module to not only track but also improve customer NPS.

NPS 102

NPS Software Net Promoter Score Multi-Channel 102

Education Services Group

NOVEMBER 21, 2022

I’m talking about the 2022 Customer Success Leadership Study (much more exciting, IMHO). Here’s a little bit about what we learned from the annual report. Almost 83% of those surveyed utilize a Customer Relationship Management (CRM) software versus 46.3% of CS leaders reported theirs at $200,000 or less.

Study 98

Study Leadership Customer Success Industry 98

Gainsight

OCTOBER 11, 2022

To do this, CS leaders should operationalize CSM motions through a robust customer success management platform. . Why a Customer Success Management Platform? . By examining these pillars and CS market trends, we’ve taken away three lessons in efficiency from the 2022 Gartner Market Guide for Customer Success Management Platforms.

Customer Success 52

Customer Success Marketing Management Roadmap 52

Quadient

JULY 26, 2022

Top 10 Customer Communication Management Best Practices in 2022. Tue, 07/26/2022 - 16:55. Why is Customer Communication Management important? Customer communication management (CCM) is the practice of building and maintaining customer relationships via customer communications. j.shah-thiel. Introduction.

Communication 52

Communication Customer Journeys Management Insurance 52

Stella Connect

DECEMBER 7, 2021

We published these insights on the future of customer service in our free report, Customer Service Trends for 2022: Preparing for the Future of Customer Service , which is now available to download. . 5 Best Practices from Our 2022 Insights on the Future of Customer Service Report.

Report 99

Report Customer Service Effort Score Customer Satisfaction 99

ShepHyken

FEBRUARY 14, 2022

(MarTech Series) Redpoint Global, a leading software provider that helps brands deliver revenue-generating, personalized customer experiences, today announced new research revealing trends in brand loyalty and implications around customer experience management. 7 Customer Service Training Tips Every Manager Needs to Know by Justin Herrick.

Customer Service 124

Customer Service Customer Service Training Policies Loyalty 124

eGain Blogs

NOVEMBER 7, 2022

About KMWorld 2022. eGain will be at KMWorld 2022 , KMWorld’s 26 th annual conference about knowledge management and information sharing. ” The conference is happening at JW Marriott, Washington, DC from November 7-10, 2022. eGain delivers all the capabilities outlined in the report. Stay tuned.

Conference 52

Conference Self Service Contact Center Government 52

CX Centric

APRIL 4, 2023

At the end of 2022 CX Centric launched the first global State of Customer Centricity Research Project. To access the full State of Customer Centricity report click here. To access the full State of Customer Centricity report click here. Over 250 organisations worldwide took part in this project.

Customer Centricity 52

Customer Centricity Leadership Report Policies 52

Lithium

DECEMBER 6, 2022

Event recap: Forrester CX NA Conference 2022 Recapping the emerging trends in one event shows the level of care and understanding Khoros strives to deliver to our customers and, by extension, your current and future customers. Download the report today to get the full story. Khoros Marketing Release Notes, October 2022.

Social Media 52

Social Media Roadmap Trends Hospitality 52

Inbenta

AUGUST 11, 2022

Inbenta is happy to report that the company has been included in the “Hot Vendors” profiled in the Hot Vendors in Conversational AI, 2022 report by Aragon Research, Inc. July 2022). According to the report: “What makes Inbenta hot is its novel use of neuro-symbolic AI.

Report 64

Report Chatbots Ecommerce Travel 64

C3Centricity

APRIL 23, 2024

Chief Marketing Officers (CMOs) face the dual challenges of managing budget constraints while also demonstrating the return on investment (ROI) of their marketing initiatives. Marketing Budget Allocation Gartner’s most recent (2023) CMO Spend Survey reported that marketing budgets fell from 9.5% of company revenue to 9.1%

ROI 226

ROI Marketing Social Media How To 226

COPC

FEBRUARY 11, 2022

launched the Global Benchmarking Series, 2022. . ’s Global Benchmarking Series delivers monthly reports about timely issues affecting contact centers and customer experience (CX) organizations, covering topics, such as, CX strategies, quality workforce management, channel management, people management and technology.

Contact Center 52

Contact Center Report Survey Strategy 52

ChurnZero

JUNE 24, 2022

2022 continues to be a grave reminder that change is constant. In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey. Q: How should you structure a comp plan for Customer Success managers?

Metrics 98

Metrics Software B2B NPS 98

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Without buy-in , CX leaders are less likely have collaboration with other departments in the organization, which was confirmed in GetFeedback’s State of CX Report for 2022. Success is really about customer experience management. What happens on the inside of the organization is Customer Experience Management (CXM). .

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

BirdEye

APRIL 28, 2022

Birdeye’s 2022 state of online reviews report analyzed the review data of more than 80,000 businesses and found pivotal Google review trends that prove Google should be a major part of your review acquisition strategy. Download the full report. Average star ratings on Google by industry . Frequently asked questions.

Trends 52

Trends Automotive Hospitality Healthcare 52

CX Centric

APRIL 4, 2023

At the end of 2022 CX Centric launched the first global State of Customer Centricity Research Project. To access the full State of Customer Centricity report click here. To access the full State of Customer Centricity report click here. Over 250 organisations worldwide took part in this project.

Customer Centricity 52

Customer Centricity Employee Experience Report Customer Experience 52