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

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 Measurement Report Course 52

Totango

APRIL 5, 2022

Net Promoter Score is a customer satisfaction KPI that measures how likely a client is to recommend your brand to friends or colleagues. Your respondents’ average score can be used to measure customer satisfaction and predict business growth. Generating survey reports. Six of the Best NPS Software Solutions for 2022.

NPS 102

NPS Software Net Promoter Score Multi-Channel 102

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

Clarivate

AUGUST 2, 2023

Our annual Innovators to watch report 2023 identifies organizations that demonstrate exceptional potential — the next wave of future pioneers at the forefront of innovation. Innovators to watch goes beyond measuring accomplishments. The post Innovators to watch 2023 [REPORT] appeared first on Clarivate. See who made the list.

Innovation 52

Innovation Report Automotive Trends 52

Clarivate

FEBRUARY 10, 2022

businesses that were ranked in 2022. This is an important first step in measuring our progress towards LGBTQ+ workplace equality. Each year the Human Rights Campaign (HRC) runs the Corporate Equality Index benchmarking survey and report to measure corporate policies and practices related to LGBTQ+ workplace equality. “We

Policies 98

Policies Report Measurement 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. This is critical.

Customer Success 105

Customer Success Management Marketing Analytics 105

InMoment XI

JULY 4, 2022

2022 is being branded as “ The Year of the Squeeze. and compiled them into a report. You need to be measuring and managing customer journeys , not just transactional data, so that you can improve on the customer experience as a whole. A fully functioning CX program cannot rely on transactional surveys alone. 4: Don’t Stop.

ROI 493

ROI Return on Investment Social Media Survey 493

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

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. A little more than one-third (37%) reported they expect this year’s retention rates to be about the same.

Metrics 98

Metrics Software B2B NPS 98

Retently

APRIL 6, 2022

CSAT ( Customer Satisfaction Score ) is a survey methodology used to measure a customer’s satisfaction with a business, product, or service. . There really isn’t a universal approach to measuring the customer satisfaction score (CSAT). You can actually implement a measurement process that works best for your business.

Effort Score 156

Effort Score Customer Satisfaction Survey Ecommerce 156

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. Perhaps one of the most important roles a CX leader can have is to define customer experience success, and how to measure that success. .

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

Forrester's Customer Insights

JANUARY 31, 2022

Joe Stanhope and I are excited to announce the publication of The Forrester Wave: Marketing Measurement And Optimization Solutions, Q1 2022. This report evaluates ten top vendors’ current offering, strategy, and market presence for their unified measurement and optimization solutions.

Measurement 26

Measurement Marketing B2C Report 26

Clarivate

NOVEMBER 10, 2021

News & World Report rankings for global universities are b ased on Web of Science data and InCites metrics provided by Clarivate. Web of Science data and InCites indicators weigh factors that measure a university’s global and regional research reputation and academic research performance. Download report. The annual U.S.

Data 98

Data Government Comparison Analysis 98

Daniel Group

NOVEMBER 30, 2022

– The Daniel Group 2022 Client Conference. Admittedly, it is hard to measure the financial benefits because the impacts often occur outside the organization (e.g., Another Way To Measure CX Outcomes? Customer Experience reports through the marketing organization at HOLT. What Did We Learn to Improve CX?

Conference 98

Conference Groups NPS Net Promoter Score 98

SurveySensum

JULY 27, 2022

To resolve all these issues and help businesses measure and improve their Customer Effort Score (CES), several companies have developed CES tools like SurveySensum, Qualtrics, SurveyMonkey, etc. 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

ShepHyken

JANUARY 31, 2022

TechDay) Customer experience can be a difficult element of your business to measure, but it has a tremendous impact on your business as a whole. The Best Customer Service Starts With a Smile by The Tech Report Staff Reporter. The Tech Report) A smile offers distinct advantages in the best customer service.

Customer Service 65

Customer Service Contact Center Trends Loyalty 65

IntouchInsight

JUNE 12, 2023

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

Feedback 291

Feedback Survey Consumers Data 291

NobelBiz

DECEMBER 19, 2022

At NobelBiz, we measure success by the trustworthiness of our business and the social proof that comes from our customers. The results of Winter’s G2 reports – the world’s largest tech marketplace for peer-to-peer software reviews – are in. Needless to say, it is a great honor to be featured in a G2 report this year.

Report 52

Report Contact Center Contact Center Software Call Center 52

Stella Connect

NOVEMBER 23, 2021

While we can hope that some of the urgency and chaos that we’ve experienced as a result of the COVID-19 pandemic may dissipate in 2022, the true value of customer experience is only going to grow, no matter what comes next. 6 Key Customer Service Priorities for 2022. #1: 1: Measuring Real-Time Customer Experience.

First Call Resolution 52

First Call Resolution Customer Service Effort Score Net Promoter Score 52

Gainsight

APRIL 21, 2022

2022 has already been quite the year. In fact, in 2022, there are reportedly over 1,000 companies that were in hypergrowth and reached “unicorn” status worldwide. In fact, in 2022, there are reportedly over 1,000 companies that were in hypergrowth and reached “unicorn” status worldwide. Looking to Measure Performance?

Resources 52

Resources Handbook eBook 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 Technology Report Feedback 52

West Monroe

MAY 17, 2022

In April, some of the world’s biggest banks reported lower profits for the first time in nearly two years—largely due to losses and precautionary measures stemming from inflation, the Russia-Ukraine war, and a historic labor shortage. West Monroe’s Quarterly Executive Poll—Q2 2022. read more.

Financial 52

Financial Banking Report System 52

West Monroe

MAY 17, 2022

In April, some of the world’s biggest banks reported lower profits for the first time in nearly two years—largely due to losses and precautionary measures stemming from inflation, the Russia-Ukraine war, and a historic labor shortage. West Monroe’s Quarterly Executive Poll—Q2 2022. read more.

Financial 52

Financial Banking Report System 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. Employee Experience. That’s the good news.

Contact Center 79

Contact Center Trends Omni-Channel CRM 79

Lumoa

APRIL 3, 2023

“B2B Customer Experience Agency was established in 2022 from my personal passion to support B2B companies in CX. To do that, they would have to organize feedback from all sources; sift through thousands of rows; categorize that; find insights; map trends, and report. It’s too much. Lumoa makes this easy.

B2B 208

B2B Customer Experience Customer Centricity Consulting 208

ShepHyken

MARCH 21, 2022

5 Tips to Increase Your Customer Satisfaction in 2022 and Beyond by Wise Marketer Staff. It’s not so much that there is anything new here, but it’s a solid list: self-service options, an omni-channel experience, measuring success, turning around negative feedback, and doing more than expected. Follow on Twitter: @Hyken.

Omni-Channel 68

Omni-Channel Customer Service Self Service Retail 68

ShepHyken

SEPTEMBER 26, 2022

Traditionally, decision-makers and marketers have relied on surveys to measure customer success. My Comment : I’m often asked which metrics measure customer experience best. Tips for Better Customer Service by Report Door. Report Door) There’s no doubt that as a business, it’s important to provide great customer service.

Customer Service 68

Customer Service Customer Retention Tips Analytics 68

Stella Connect

DECEMBER 13, 2021

Customer service will once again be an integral part of your CX strategy in 2022, but what you did in the last year shouldn’t be exactly what you do in the year ahead. The strategy set forth for 2022 needs to be tailored to keep up with customer expectations. Here’s how to meet and exceed customer expectations in 2022. #1.

Customer Expectations 52

Customer Expectations Meeting How To Effort Score 52

ShepHyken

JULY 4, 2022

My Comment: How do you measure customer happiness and loyalty? you will find some of the most effective ways to measure your focus on customers. 75% of Consumers Say Customer Experience Impacts Brand Loyalty, Merkle Report Finds by PRNewswire. Let me count the ways! Actually, 15 of them. Follow on Twitter: @Hyken.

Customer Journeys 71

Customer Journeys Customer Service Loyalty Programs Loyalty 71

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.

Management 130

Management Contact Center Return on Investment Effort Score 130

Happy or Not

JANUARY 20, 2022

According to the February 2021 McKincey report, “ Prediction: The future of CX ”, only 7% of customer voice is shared with CX leaders. Set up a CX crystal ball for 2022. This helps our customers to better forecast their performance through CX insights and take proactive measures to focus on areas that will bring quick value.

How To 69

How To Healthcare Feedback Customer Satisfaction 69

Lithium

JULY 13, 2022

Today in 2022, Khoros is proud to offer a platform to help your brand achieve its centralization and customer experience goals. Our social media management tool will condense all your social channels into one easy-to-use place, making it easy to protect your brand, measure what matters, and elevate your content and scale social interactions.

Conference 52

Conference Self Service Social Media Contact Center 52

Upwave

NOVEMBER 30, 2022

What’s New: Efficiently Detect Tagging Issues and Decrease Inaccuracies | Automated Discrepancy Reports and Alerts Det ecting and troubleshooting tagging issues as early as possible is essential to accurate measurement. Enter Upwave’s automated, always-on discrepancy reporting!

Measurement 26

Measurement Report Groups Analytics 26

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. A little more than one-third (37%) reported they expect this year’s retention rates to be about the same.

Metrics 52

Metrics Software B2B NPS 52

Gainsight

JUNE 21, 2022

Gainsight and RevOps Squared had an incredible response to our Customer Sucess Index 2022. NPS is a core measurement or method that most companies use to measure overall customer satisfaction. This subject revealed itself as part of our study participants’ focus in our 2022 Index. . It makes perfect sense too.

Trends 52

Trends Net Promoter Score NPS Return on Investment 52

SurveySensum

DECEMBER 1, 2021

15 Best NPS Tools to look for in 2022. 15 Best NPS tools of 2022. The reason is… NPS is not a metric that just measures customer loyalty and satisfaction, it actually gauges the overall emotion of the customer towards your brand. 15 Best NPS Tools of 2022. It is specifically made for measuring customer experience.

NPS 52

NPS Tools Net Promoter Score e-support 52