eGain Blogs

FEBRUARY 29, 2024

With Gen AI helping automate many tasks in the knowledge lifecycle management, KM has become white hot in 2024! And customer service is one of the sweet spots for Gen AI and KM innovation. Knowledge management was red hot last year as companies realized its importance in the new remote and hybrid work era.

CRM 72

CRM Innovation Customer Engagement Report 72

Clarivate

JANUARY 19, 2024

While the unknowns of AI are top of mind, there are many variables in the IP legal industry projected to influence 2024. Establishing a strategic plan for 2024 requires IP leaders to place their bets on which of these trends will most likely impact patents and trademarks this year. This will be a game-changer.”

Industry 59

Industry Wireless Trends Financial 59

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. It must become part of the company’s values.

Customer Service 65

Customer Service Loyalty Programs Contact Center Financial 65

2020 Research

FEBRUARY 29, 2024

The researcher skillset is expected to undergo significant changes by 2024, with a focus on strategic thinking, creative development, and data quality management. Evolving Research Skillsets Fact or Fiction: The researcher skillset in 2034 will bear little resemblance to the researcher skillset of 2024. appeared first on Sago.

Trends 59

Trends Innovation Leadership Data 59

CSM Magazine

DECEMBER 22, 2023

Whether we marvel at innovations or enjoy the enhancement of the current ones, 2024 is indeed a promising year for the technological landscape. Let’s tackle the top 5 latest innovations that will accelerate in the coming year: 1. Using AI and the latest innovations, phishing is again on the rise and scams are more aggressive.

Technology 52

Technology Innovation Social Media Healthcare 52

ShepHyken

FEBRUARY 25, 2024

4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024. Top 50 CX Innovators of 2024 by Joe Berenz (Replicant) 2023 was a watershed year in customer service.

Customer Service 60

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 60

Magellan Solutions

JANUARY 17, 2024

The future of outsourcing in 2024 has been a topic of much concern lately. trillion in 2024. If these problems continue, how will BPO companies maintain their competitive advantage in 2024? Moving into 2024, BPOs are still exploring permanent hybrid work strategies.

Company 52

Company Competitive Advantage Omni-Channel Telecommunications 52

Clarivate

JANUARY 8, 2024

The annual Clarivate Drugs to Watch report for 2024 features 13 new therapeutics with standout commercial and/or clinical potential. The year 2024 is shaping up to be the best of times and the worst of times for the pharma industry,” said Henry Levy, President, Life Sciences & Healthcare at Clarivate. and project $1.7

Healthcare 59

Healthcare Government Trends Report 59

ShepHyken

JANUARY 28, 2024

Keep innovating and properly staff for the customer willing to use self-checkout and needs help. Alexander Group releases Customer Experience Research by Businesswire (MarTech Cube) Alexander Group, the leading revenue growth consultancy to Global 2000 companies, today unveiled the results of its new Customer Experience Research report.

Customer Service 65

Customer Service Customer Journeys Trends Study 65

Clarivate

MAY 18, 2023

Our new sustainability report is full of real-life examples of how we help our customers, colleagues and communities, with transparent, data-driven results and real insights on where we need to focus moving forward. The post Advancing our commitments to global sustainability [Report] appeared first on Clarivate.

Report 98

Report Innovation Government Culture 98

CSM Magazine

FEBRUARY 7, 2024

It is expected that 2024 will bring stability and gradual growth. In order to act on data related to recruiting speed and efficiency, HR leaders are investing more in analytics and reporting for their hiring teams. Hiring based on skills Hiring based on skills, rather than past experience, is becoming increasingly important in 2024.

Trends 52

Trends Competitive Advantage Analytics Leadership 52

BirdEye

FEBRUARY 27, 2024

Whether you’re looking to boost brand awareness, fuel customer engagement, or turbocharge car sales , this blog post is the ultimate guide for your dealership brand to succeed in 2024. billion dollars in 2023 as per their mid-year report. Table of contents What is car dealership advertising? Why to invest in car dealership advertising?

Advertising 64

Advertising Automotive Social Media Multi-Channel 64

West Monroe

NOVEMBER 6, 2023

Email LinkedIn Twitter icon Facebook printer copy Print this page Listen to "Economic Update: AI, the Workforce & 2024" on Spreaker. economy, the changing workforce (with AI’s role), the impact of deglobalization on businesses, and his economic outlook for 2024. At the U.S.

Policies 64

Policies Industry Financial Consumers 64

Currency Alliance

DECEMBER 4, 2023

To consider a loyalty topic to be a ‘trend’, it needs to be on the roadmap during 2024 for at least 25% of leading loyalty programs and on the radar for at least 50% of companies. But in 2024, loyalty professionals will be shocked – albeit they should not be surprised – that many new multi-partner collaborations will be launched.

Loyalty 59

Loyalty Trends Data Marketing 59

Experience Investigators by 360Connext

JANUARY 23, 2024

Nielsen Norman Group reported how mobile-first web designs can cause user issues when used on a desktop that often requires more scrolling. One report from Statcounter GlobalStats shows more than 59% of web traffic is mobile-based.) Yet this has to be part of a bigger, more comprehensive understanding of your customer’s journey.

Trends 143

Trends Self Service Customer Experience Customer Journeys 143

SurveySparrow

MARCH 12, 2024

And not just any tools, but the top 15 of 2024. We’ve zeroed in on the top website feedback tools for 2024, making it easy for you to enhance your site, whether brand new or needing a little love. The best website feedback tools in 2024 What should you look for in a website feedback tool? Guess what? Let’s go!

Tools 52

Tools Feedback Analysis Analytics 52

NobelBiz

FEBRUARY 13, 2024

In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service. With NobelBiz’s innovative solutions, contact centers can benefit from: Enhanced Data Accessibility: Ensuring agents have the most relevant and up-to-date information at their fingertips.

Call Center 59

Call Center Self Service Software Contact Center 59

Clarivate

FEBRUARY 13, 2024

Our sustainability report is full of real-life examples of how we help our customers, colleagues and communities, with transparent, data-driven results and real insights on where we need to focus moving forward. SDG 9 aims to build resilient infrastructure, promote inclusive and sustainable industrialization, and foster innovation.

Innovation 52

Innovation Industry Automotive Policies 52

Retently

MARCH 26, 2024

Users want more nuanced reporting features and a less cluttered dashboard. Some users feel the reporting features could be beefed up to offer deeper insights, noting that they don’t quite match up to those found in competing platforms. This approach breaks down the barriers between different data sources.

Survey 78

Survey Multi-Channel Effort Score Analysis 78

SurveySensum

MARCH 20, 2024

If this is not enough to convince you then get this – customer-centric brands report profits that are 60% higher than those that fail to focus on CX. List of the Top 10 Customer Experience Management Software Companies in 2024 1. Now, understand the importance of creating a positive customer experience for your customers.

Customer Experience Management 52

Customer Experience Management Software Company Customer Experience 52

InMoment XI

MARCH 27, 2024

Given these stats, it’s no surprise that sales-oriented corporations are taking a backseat to tech innovators, customer experience leaders, and automotive brands with a strong digital presence and great online reputation. On the other hand, 76% of consumers will stop doing business with you after just one bad experience.

Automotive 260

Automotive Management Social Media Feedback 260

SurveySensum

FEBRUARY 28, 2024

These tools typically offer customizable survey templates, anonymous submission options, robust reporting features to analyze feedback data, and more. Advanced reporting and robust analysis features are the backstage pass to turning feedback into actionable insights. Why limit yourself? Integration : No one likes a solo act.

Tools 52

Tools Feedback Analysis Survey 52

InMoment XI

FEBRUARY 2, 2024

On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond. They’re reimagining ‘dad’s recliner’ into a modern-day relaxation experience.

Hospitality 260

Hospitality Call Center Retail NPS 260

Centercode

DECEMBER 18, 2023

Unveil Centercode's G2 Winter 2024 triumph: 17 badges highlighting our impact on beta testing and tech innovation.

Report 45

Report Innovation 45

SurveySensum

FEBRUARY 26, 2024

Well, scroll down and find out the top 10 picks for employee pulse survey tools for 2024! Employee engagement : Engaged employees are more productive, innovative, and committed to their organizations. This continuous improvement mindset fosters innovation, agility, and resilience. What is an Employee Pulse Survey Tool?

Tools 52

Tools Survey Employee Engagement Culture 52

Clarivate

AUGUST 2, 2022

In this blog post, we explore some of the best examples of game-changing climate innovation as revealed by company patents. As part of our sustainability goals , Clarivate has made the commitment to become carbon neutral by 2024. As part of our sustainability goals , Clarivate has made the commitment to become carbon neutral by 2024.

Innovation 59

Innovation Transportation Technology Travel 59

Kustomer

JANUARY 7, 2024

And we give them a lot of credit — over the years, Intercom has evolved into an innovative customer service software with all the bells and whistles, offering best in class tools like real-time chat support, proactive messaging, guided product tours, resolution bot, omnichannel support and tons of integrations.

Omni-Channel 97

Omni-Channel Self Service e-support Knowledge Base 97

Kustomer

FEBRUARY 29, 2024

One user described Gorgias as an innovative platform that is hard to navigate: “ It can be hard to navigate the Macros in Gorgias. Reporting and analytics Like most customer service software, Gorgias includes an in-built reporting and analytics feature. In Gorgias, the majority of reporting occurs under the Statistics category.

e-support 52

e-support Feedback Multi-Channel Self Service 52

SurveySensum

FEBRUARY 2, 2024

So, what are these customer engagement indicators that you need to measure in 2024? 5 Customer Engagement Metrics to Watch Out for in 2024 1. Customer Support Metrics According to the Salesforce “ State of the Connected Customer Report ”, 88% of customers say good customer service makes them more likely to purchase again.

Metrics 52

Metrics Customer Engagement Engagement Effort Score 52

West Monroe

APRIL 9, 2024

API-banking, automated bill pay setup, digital payments functionality linked to cash flow reporting). This can also mean identifying members who joined for high-yield savings and CD rates and engaging them further, turning them into larger-scale members that keep their funds long term.

Self Service 52

Self Service Trends Banking Financial 52

SurveySensum

NOVEMBER 23, 2023

A well-designed NPS survey tool features NPS calculation, automation, survey scheduling, customer segmentation, an intuitive dashboard, reports, real-time notifications, etc. You will need dedicated NPS software with innovative survey distribution channels, and specific analytic and reporting features to conduct successful NPS surveys.

NPS 52

NPS Net Promoter Score Software Tools 52

Clarivate

DECEMBER 18, 2023

Special Report: Redefining Artificial Intelligence – How IP practice meets the coming wave The interplay between IP, AI and the wider legal industry is complex. The special report with full survey results can be found here: Redefining Artificial Intelligence.

Resources 59

Resources Case Study Innovation Report 59

Kustomer

NOVEMBER 7, 2023

Kustomer is projecting to double the size of the company while making significant investment in their product — this is Kustomer’s commitment to AI-driven customer support innovation. Customers have reported up to 96% CSAT achievement, a 60% decrease in handle times, and deflected 84% of conversations after switching to Kustomer from Zendesk.

Omni-Channel 52

Omni-Channel Self Service Multi-Channel Knowledge Base 52

Forrester's Customer Insights

APRIL 17, 2024

This blog introduces you to the report on how each provider measures up and helps enterprise technology leaders select the right one for their needs. In our 25-criterion evaluation of Workday services providers, we identified the most significant ones and researched, analyzed, and scored them.

Measurement 33

Measurement Technology Report Insurance 33

2020 Research

FEBRUARY 8, 2024

Access All Stats & Findings from Sago’s Survey on New Year’s Resolutions Download the Full Report The Canadian Perspective: Fewer Resolvers with Lower Engagement Among the three countries surveyed, Canada emerged as the nation with the lowest engagement with resolutions. 8 – 12, 2024; the UK and US studies were conducted Jan.

Survey 59

Survey Comparison Study Engagement 59

Clarivate

MAY 24, 2022

Tiffani Shaw, Chief of Staff at Clarivate, discusses how we are amplifying our strategic commitments to driving sustainability worldwide and shares highlights from our 2021 Clarivate sustainability report. About this time last year, we published our first annual sustainability report for Clarivate. Connecting SDGs to everything we do.

Government 98

Government Exercises Innovation Report 98

CSM Magazine

JANUARY 22, 2024

According to a report by Grand View Research , the global SaaS customer service market size was valued at USD 261.15 These rounds of funding highlight the innovation, diversity, and potential of the SaaS customer service industry, as well as the interest and demand from investors and customers alike. from 2023 to 2030.

Customer Service 52

Customer Service e-support Virtual Agent Chatbots 52