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

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 232

Financial Trends Customer Experience Chatbots 232

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. Studies have shown that shorter training modules improve information retention by 20%.

Call Center 124

Call Center Trends Self Service Contact Center 124

Clarivate

JUNE 21, 2022

Two novel events drove the 2020 data: the inclusion of Early Access content in the JCR for the first time, and the sudden appearance of COVID-19 as an entirely new, extremely urgent field of study. What might this mean for the 2022 Journal Citation Reports? Learn more here. [1] 1] Journals with JIFs below 2.0

Report 138

Report Metrics Comparison Study 138

Clarivate

SEPTEMBER 21, 2022

As of September 2022, 64 of the Citation Laureates named by the Institute for Scientific Information (ISI) at Clarivate went on to receive a Nobel Prize, more than half within three years of being named on our lists. The ongoing impact of our 2022 Citation Laureates. 01%) have been cited 2,000 or more times.

Conference 112

Conference Study Analysis Course 112

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

InMoment XI

FEBRUARY 9, 2024

Consider the fact that in 2022, 37% of new vehicle buyers bought a brand they’d never owned before. Sales Satisfaction Index (SSI) Study. ( [link] ). Automotive Shopper Study. ( [link] ). Customers less satisfied with buying process in 2022. ( [link] ). This is up from 31% the prior year. Access 1/16/24 J.D.

Automotive 260

Automotive Customer Journeys Chatbots Ecommerce 260

SAP Customer Experience

DECEMBER 1, 2023

released November 2022) to 2211.15, offering a thorough analysis from the viewpoint of Business Users. Simultaneously, it serves as an essential study guide for professionals engaged in the SAP Commerce Cloud Stay.

Study 55

Study Analysis Engagement Customer Experience 55

C3Centricity

APRIL 23, 2024

However, according to a recent Data & Marketing Association (DMA) study, the average ROI for digital (email) marketing in 2022 was $36 for every $1 spent. Of course, this figure varies by industry, with retail, e-commerce, and consumer goods companies often seeing higher returns thanks to direct purchase links in their emails.

ROI 226

ROI Marketing Social Media How To 226

BirdEye

APRIL 28, 2022

In fact, our studies found that 71% of all reviews in 2021 were written on Google , but that doesn’t mean you should ignore the other 29%. 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.

Industry 104

Industry Automotive Healthcare Report 104

CustomerSuccessBox

DECEMBER 6, 2021

Here you’ll find customer success events, conferences, and books that will help you get ready for the new year 2022 and beyond. Date- October 17th–19th, 2022. There will be around 5,000+ SaaS founders, execs, and investors who will be participating in SaaStock 2022. Customer Success Conference 2022 by TSIA. CS 100 Summit.

Customer Success 52

Customer Success Conference Case Study Contact Center 52

kommunicate

AUGUST 20, 2022

Last Updated on August 20, 2022 What could surpass the bliss of welcoming new customers every day? But studies show that about 13% of unhappy customers will share the word about their poor [.]. The post 10 Best Customer Retention Software You Must Try (2022) appeared first on Kommunicate Blog. A repeat customer.

Customer Retention 52

Customer Retention Software Study Customers 52

CustomerSuccessBox

JUNE 8, 2022

At CustomerSuccessBox , we’ve curated some Customer Success Events, upcoming in June and July 2022, that you cannot afford to miss! Customer Engagement Transformation Conference | Thursday, June 09, 2022| This event features 20 world-class speakers who will deliver exclusive content on trending topics.

Customer Success 52

Customer Success Conference Case Study Study 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. A [Rob]: There is a separate study we do on spending. What does this mean for B2B SaaS businesses?

Metrics 98

Metrics Software B2B NPS 98

Clarivate

OCTOBER 10, 2022

Clarivate oncology experts share key takeaways from the 2022 ESMO Congress and their expected impact on the drug treatment landscape and patients. Read on to for insights from our analysts on: Global highlights from ESMO 2022. Key ESMO 2022 highlights from Mainland China. Seven global highlights from ESMO 2022.

Study 52

Study Analysis Healthcare Marketing 52

C3Centricity

FEBRUARY 27, 2024

A Gartner survey found that employees’ willingness to support enterprise change fell from 74% in 2016 to just 43% in 2022. Faster Implementation : Another research study from McKinsey indicates that atomic changes can be implemented 30% faster, on average, than large-scale transformations.

Employee Engagement 226

Employee Engagement e-support Policies Retail 226

CustomerSuccessBox

APRIL 18, 2022

Here’s a simple curated list of Top 10 SaaS conferences of 2022 that you can add to your calendar and learn from the best! Silicon Valley, online event: 12 – 13 April 2022. Think 2022, IBM. Virtual Global event: 10 – 11 May 2022. Austin, Texas: 18 – 19 May 2022. Startup Grind. CXO Summit.

Conference 52

Conference Case Study Innovation Industry 52

InMoment XI

JANUARY 27, 2022

Balancing Operations and Customer Experience: A Case Study. New Zealand’s international border remains closed to the world until at least April 30th 2022 , with arrivals having to undergo a 14 day hotel quarantine. To get a better look at this concept, let’s analyse a policy at an ANZ airline.

Airlines 529

Airlines Customer Experience Policies Financial 529

Inbenta

NOVEMBER 3, 2022

In fact, an extensive study by Verified Market Research showed that the healthcare chatbot’s market size is currently valued at USD 194.85 Million by 2030 , growing at a CAGR of 19.16% from 2022 to 2030. Read full case study]. In the age of digital customer experience, customers expect fast and convenient interactions.

Healthcare 96

Healthcare Chatbots Self Service Hospitality 96

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. Our study found that 71% of all online reviews were written on Google in 2021, a 4% increase from 2020.

Trends 52

Trends Automotive Hospitality Healthcare 52

ShepHyken

JUNE 13, 2022

(The Wall Street Journal) The quality of customer experience offered by consumer-facing brands and government agencies declined in the year through April 2022. s latest annual study on customer experience, which analyzed 96,211 U.S. This summarizes four findings from the State of the Connected Customer study.

Customer Service 67

Customer Service Sports Customer Journeys Government 67

Genroe

MARCH 16, 2022

CX Tribe is the best Customer Experience insights, case studies and statistics. The post [CX Tribe] 15 March 2022 – Surprising On-Line Reviews Research appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe. Human curated. Delivered weekly. Join more than 5,000 other CX Professionals and subscribe.

Net Promoter Score 52

Net Promoter Score Case Study B2B Study 52

Lithium

JANUARY 20, 2022

Inspiration & Case Studies. The top 4 customer engagement trends for 2022. Snack Breaks & Hot Takes: Community Benchmarks for 2022. Measure the Impact of Your Community. The Guide to Success Rate: The CX metric you absolutely need. Planning for the Future & Growth of Your Community. Industry News & Insights.

Resources 52

Resources Social Media Case Study Video 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. One study expects tech spending by banks to achieve double-digit growth in 2022 , with institutions in the U.S. Build, partner, or buy?

Banking 52

Banking Financial Trends Multi-Channel 52

Quadient

JUNE 22, 2022

IDC MarketScape Cloud CCM 2022 Highlights Quadient’s Broad Portfolio. Wed, 06/22/2022 - 16:53. A March 2022 IDC survey found that 71% of organizations are implementing a digital-first strategy as a result of the ensuing business impacts.” Marissa Feigen. Avi Greenfield. VP of Product Management, CXM. Customer Communications.

Omni-Channel 52

Omni-Channel Multi-Channel Communication Roadmap 52

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

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. Customer patience is a finite resource.

Trends 52

Trends Customer Service Data First Call Resolution 52

Genroe

MAY 4, 2022

CX Tribe is the best Customer Experience insights, case studies and statistics. The post [CX Tribe] 5 May 2022 – Tesla Takes on Insurance + Proof – Closing the Loop works appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe. Human curated. Delivered weekly.

Insurance 52

Insurance Net Promoter Score Case Study B2B 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

Genroe

FEBRUARY 1, 2022

CX Tribe is the best Customer Experience insights, case studies and statistics. The post [CX Tribe] 1 February 2022 – How to Improve NPS / Retention Vs Acquisition ?? Human curated. Delivered weekly. Join more than 5,000 other CX Professionals and subscribe. It’s […]. It’s […].

Net Promoter Score 52

Net Promoter Score NPS Case Study How To 52

Forcivity Salesforce

JANUARY 18, 2022

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. Studies show that, on average, 66.5% Investing in smarter bots that can perfect workflows and truly understand consumer needs is crucial in 2022.

Omni-Channel 59

Omni-Channel Trends Customer Experience Social Media 59

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. DoorDash makes perfect use of the Khoros platform in our case study. The 2022 Forrester Customer Experience event confirmed what Khoros has been developing and strategizing on for years.

Conference 52

Conference Self Service Social Media Contact Center 52

CustomerSuccessBox

DECEMBER 13, 2021

| Wednesday, January 12, 2022 |. Future of the Contact Centre Conference 2022 |. Thursday 10th February 2022 |. The 7th edition of the event is designed to deliver to the delegates, an ocean of world-class content in a virtual environment through panel discussions, case studies, and in-depth interviews with industry leaders.

Customer Success 52

Customer Success Conference Case Study Leadership 52

CustomerSuccessBox

MAY 18, 2022

Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! Suggested resource: Customer Advisory Boards: How to Launch and Manage a Successful Program in 2022 | Blog | Insight Partners. The post 10 Customer Success blogs to read in 2022. CustomerSuccessBox. appeared first on.

Customer Success 52

Customer Success Case Study Resources Customers 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. The big question for 2022? As we move into 2022, it’s time for manufacturers to begin driving real bottom-line impact from their digital efforts. Tim Vadney.

Competitive Advantage 52

Competitive Advantage Leadership Technology Resources 52

Education Services Group

DECEMBER 28, 2021

I asked our team to weigh in on what they predict for the future of Customer Success in 2022. Countdown of our top 10 predictions for Customer Success in 2022. In 2022, we expect more CS organizations to get involved with VoC and utilize this customer feedback method as a key lever for transforming CX.

Customer Success 52

Customer Success Self Service Trends Training 52