Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. Meeting today’s high customer service expectations can be a challenge. What is customer service automation?

Customer Service 212

Customer Service Self Service Chatbots Healthcare 212

Lumoa

NOVEMBER 7, 2022

And just like these new phrases have become commonplace now, new customer experience trends are popping up as well. Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience. That’s because it works.

Trends 208

Trends Customer Experience Competitive Advantage Customer Insights 208

Blake Morgan

FEBRUARY 1, 2023

In 2023, companies face a difficult crossroads. Inflation has consumers on edge, staffing shortages impact frontline workers, layoffs abound, and technology continues to grow and evolve. Consumer spending is stalling, and as the Wall Street Journal reported recently, consumers are starting to freak out.

Trends 111

Trends Customer Experience Consumers Customers 111

Blake Morgan

DECEMBER 8, 2022

Every year, I predict what’s to come in the world of customer experience. We’ve all faced challenges, change, and uncertainty over the last few years and learned that customer experience is more important now than ever. As we head into 2023, companies face a difficult crossroads. 2) Phygital Experiences on the Rise.

Trends 122

Trends Self Service Customer Experience Insurance 122

InMoment XI

NOVEMBER 16, 2023

Elevating Customer Experience Through Strategic Productivity Insights In a recent workshop conducted at the XI Forum 2023 in London by industry experts Simon Fraser, VP, Insights and Consultancy at InMoment, and Simon Hedaux, Founder of Rethink Productivity , the focus was on enhancing productivity to drive experience improvement within businesses.

Healthcare 596

Healthcare Culture Travel ROI 596

Kustomer

JANUARY 2, 2024

Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view n customer service experiences that showcase how companies can create unforgettable moments with their customers, drive impact for their business, and elevate their brands.

Customer Service 105

Customer Service Wait Times Airlines Social Media 105

InMoment XI

FEBRUARY 7, 2024

The coming year is no exception, as consumers across the globe plan to make travel a priority, despite ongoing economic uncertainty. According to a recent report, 81% of consumers plan to travel the same amount or more in 2024, compared to 2023. Instead, 71% of consumers expect personalization from the businesses they choose.

Hotels 260

Hotels Guest Experience Travel Chatbots 260

InMoment XI

APRIL 25, 2024

Did you know that over half of financial services consumers say they have low trust in their provider? And, of those consumers, only 34% of them would recommend their brand to friends and family. Since finances are such a personal part of our lives, consumers in the industry are the most withholding of their trust.

Financial 260

Financial Management Banking Insurance 260

TechSee

NOVEMBER 7, 2023

Whirlpool’s leading UK consumer brand, Hotpoint, has made exemplary advancements in customer experience. In an increasingly digital world, Hotpoint is driving purposeful innovation to meet the evolving needs of its customers. This means the number of trips our engineers have to make is minimal.

Customer Experience 124

Customer Experience Call Center Innovation Social Media 124

TechSee

DECEMBER 12, 2022

Download our Field Service Vision 2023 Report to Learn ore about these topics. A Weak Economic Outlook for 2023. With weakening consumer spending, slowing corporate purchase patterns and an overall weak economic outlook, operational efficiency will remain a primary objective for all service organizations.

Innovation 124

Innovation Customer Centricity Technology Leadership 124

Optimove

JUNE 29, 2023

Discover key findings from our recent 2023 Back-to-School Survey. The survey also reveals that 86% of consumers plan to repeat purchases from the same brands as last year. The survey also reveals that 86% of consumers plan to repeat purchases from the same brands as last year.

Loyalty 52

Loyalty Consumers Survey Loyalty Programs 52

BirdEye

MAY 9, 2024

Safe and reliable advertising is crucial for both customers and businesses today. Combatting fraud and scams Rising threats According to a report by the Federal Trade Commission (FTC), in 2023, consumers in the United States reported losing over $10 billion to fraud, a staggering 14% increase from the previous year.

Report 57

Report Advertising Policies Financial 57

ShepHyken

JANUARY 4, 2023

And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction. Here we go: .

Self Service 135

Self Service Customer Experience Customer Service B2C 135

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

Self Service 60

Self Service Trends Customer Service Chatbots 60

Upstream Works

JANUARY 20, 2023

As we enter the new year, the climate for consumers will be different than the past few years. These may seem like unrelated events, but they all have a role to play in defining the state of customer service in 2023 and will have implications for contact centers.

Trends 78

Trends Contact Center Consumers Technology 78

Forrester's Customer Insights

FEBRUARY 21, 2024

Welcome to the second installment of Forrester’s Generative AI Consumer Outlook Quarterly Blog Series! With GPT-4 Turbo’s launch in late 2023, Google’s announcement of Gemini, and Microsoft Copilot’s Superbowl ad, consumers are now faced with plenty of options for consumer-facing gen AI tools. But as new […]

Consumers 55

Consumers Tools B2C Marketing 55

Experience Investigators by 360Connext

NOVEMBER 28, 2023

Ready to decode the new age of customer experience? Join Jeannie and her insightful guest Nate Brown , co-founder of CX Accelerator, as they decode the latest customer experience trends in the face of evolving consumer behavior. Discover the intimate connection between customer satisfaction and the longing for community.

Entertainment 143

Entertainment Touchpoint Connections Customer Satisfaction 143

InMoment XI

MAY 18, 2023

The New Vehicle Customer Study, eNVy Awards, recognize 2022 model year vehicles consumer rated on comfort, quality, performance, safety, and ownership cost.The study data is used by global automotive companies and automotive suppliers. Clair , our syndicated research lead. Clair , our syndicated research lead.

Study 260

Study Automotive Sports Roadmap 260

IntouchInsight

MAY 1, 2023

From Consumer Trend Reports to the Annual Drive-Thru Study , Intouch Insight has been a trusted source of customer experience data for years. Now, in 2023, we're launching a new annual report - Emerging Experiences. In this series, we will examine some of the most impactful trends shaping customer experiences today.

Meeting 284

Meeting Report Trends Study 284

InMoment XI

JANUARY 4, 2024

It can be argued that the customer experience is more important in retail than any other industry. The retail customer experience is also a complex one. In order to master the retail customer experience, you first need to understand the whats, the whys, and the hows. What is the Retail Customer Experience?

Retail 260

Retail Customer Experience Effort Score Social Media 260

ShepHyken

OCTOBER 9, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: As we head deeper into a digital world where customers interact with companies via AI, how can we create a relationship that establishes trust? Here are my top five picks from last week.

Customer Service 62

Customer Service Airlines Consumers Video 62

Optimove

APRIL 20, 2023

We’re here to help marketers boost customer loyalty and better understand consumer behavior and preferences, but we’re happy to help however we can. So, make a mental note, and let’s dive into our survey results – what do consumers have planned for this Mother’s Day? The solution?

Consumers 98

Consumers Omni-Channel Retail Survey 98

Optimove

SEPTEMBER 21, 2023

Retailers should start holiday shopping marketing early ahead of 2023 Black Friday and Cyber Monday and focus on existing customers, Optimove data shows. Early Bird marketing land Black Friday customer To meet customer expectations this year, marketers should not wait before they begin their marketing efforts.

Marketing 81

Marketing Loyalty Retail Analysis 81

Forrester's Customer Insights

OCTOBER 25, 2022

Consumer behavior in 2023 will be a jumble of mixed signals: exuberance as the pandemic wanes, tempered by caution in the face of economic turbulence. Learn more.

Consumers 49

Consumers Customer Insights Customers 49

SurveySparrow

JULY 23, 2023

Once upon a time, businesses believed that the best way to win customers was through the quality of their products or the competitiveness of their prices. But as we journey through 2023, a different tale is being written. In this story, the hero is the customer, and the quest is for an exceptional customer experience (CX).

Trends 52

Trends Self Service Customer Experience Omni-Channel 52

Optimove

JUNE 29, 2023

Optimove ensures marketing starts with the customer and not campaign/product. Customer-led marketing delivers brands an average increase of 33% in CLTV.

Consumers 76

Consumers Survey Brands Marketing 76

Interactions

JUNE 15, 2023

The recently published “CX and the Consumer: Pitfalls and Possibilities” report from Interactions, based on a survey of 1,000 U.S. consumers conducted in March 2023, reveals a disturbing trend: most companies are falling short of meeting customer expectations, leading to widespread frustration and dissatisfaction.

Consumers 62

Consumers Customer Service Report Technology 62

BirdEye

JULY 24, 2023

Barclays has shown that 85% of small and medium-sized businesses say online customer feedback has benefited them. All these prove why businesses need to focus more on customer feedback analysis to unlock more opportunities. Table of contents What is customer feedback analysis? Why is it important to analyze customer feedback?

Analysis 98

Analysis Feedback Social Media Net Promoter Score 98

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 98

Customer relationships Consumers Marketing Social Media 98

Optimove

MAY 30, 2023

Our May 2023 survey of marketers shows that for the second year in a row, respondents continue to allocate more of their budget for acquisition marketing versus retention marketing, despite consumer spending uncertainty, and that new customer acquisition can cost  five times  more than retaining an existing one.

B2C 93

B2C Survey Multi-Channel Marketing 93

Forrester's Customer Insights

SEPTEMBER 8, 2023

Inflation is rampant, and beleaguered consumers are reeling from high prices. Has The Economy Got You Down?

Consumers 53

Consumers Trends B2C Brands 53

Blake Morgan

JULY 29, 2023

There’s a strong connection between investing in customer experience and increasing the bottom line. But what happens to CX budgets during economic uncertainty, inflation, and changing customer priorities? By investing in the highest-return customer experience strategies that allow them to spread their money.

Customer Experience 52

Customer Experience How To Contact Center Chatbots 52

Aveus

MAY 18, 2021

A game-changing revision to CMS rules for Star ratings puts Medicare Advantage plans under extra pressure to deliver an excellent customer experience. At Medecision, our solutions and services help health plans improve the consumer experience and increase engagement. By Medecision. Why This Revision Is a Game Changer.

Consumers 130

Consumers Healthcare Metrics Case Study 130