InMoment XI

JANUARY 20, 2024

Today, AI has gone mainstream, infiltrating both our personal and professional lives AI is still in its infancy, but already, it’s transforming the way businesses across all sectors engage with their customers. Retailers that strategically leverage AI are better equipped to deliver outstanding experiences throughout the customer journey.

Retail 260

Retail Customer Experience Social Media Chatbots 260

Topdown

APRIL 15, 2024

The customer experience is multifaceted and takes into account every interaction that a customer has with a brand and organization. How customers engage and interact with various organizations on the market is also a part of the customer experience.

Consumers 71

Consumers Groups Interaction Brands 71

InMoment XI

NOVEMBER 28, 2022

Shep Hyken, a well-known customer service consultant, recently shared that 42% of people would rather clean a toilet than call customer support. And I decided that the reluctance to call customer support came down to three factors: . 3 Factors Impacting the Customer Support Experience. Factor #1: Control.

Customer Experience 493

Customer Experience Call Center First Call Resolution Chatbots 493

Help.com

SEPTEMBER 11, 2018

Customer service is not supposed to be reactionary. According to Gannett CMO Andy Yost , “2018 will be the year of servicing consumer needs before they even arise. Brands leveraging the right data and analytics to deliver impactful customer experiences will rise to the top.” If you didn’t get that memo until now, don’t worry.

Customer Expectations 182

Customer Expectations Interaction Customer Service Analytics 182

InMoment XI

FEBRUARY 9, 2024

At the same time, we’re seeing a massive shift in the way consumers want to browse and buy vehicles. Automotive brands need to understand customers’ needs and preferences, and then adapt accordingly, to deliver outstanding experiences that win and retain customers. Data is foundational to achieving these goals.

Automotive 260

Automotive Customer Journeys Chatbots Ecommerce 260

CSM Magazine

NOVEMBER 7, 2018

Investing in overall brand experience for customers is one of the most important aspects of any business. By building a happy, loyal customer base that makes brand interaction easy and enjoyable, businesses can ensure that they have the edge over competitors. Keep the customer informed.

Interaction 221

Interaction Telecommunications Customer Satisfaction Social Media 221

InMoment XI

FEBRUARY 15, 2022

And now, according to our most recent EX & CX Retail Trends research, both customers and employees expect a blended experience. Then let’s take a look at three concrete examples we’ve discovered based on data our Strategic Insights Team collected from consumers and employees across North America.

Retail 260

Retail Consumers Social Media eBook 260

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. According to research: Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

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

Forrester's Customer Insights

APRIL 30, 2024

From their consumer interactions, digitally savvy B2B buyers are aware they’re signaling their interests through their behavior, content consumption, and social interactions. In a post-digital […]

B2B 57

B2B Interaction B2C Consumers 57

InMoment XI

NOVEMBER 20, 2023

As e-commerce becomes increasingly global and competitive, business leaders understand that technology can be a valuable tool in reconnecting with consumers. In particular, Artificial Intelligence (AI) has emerged as a powerful tool, revolutionizing the way companies understand and enhance the customer experience. What is AI in CX?

Customer Experience 324

Customer Experience Strategy Chatbots e-support 324

NICE inContact

FEBRUARY 24, 2021

The pandemic has rapidly accelerated the “consumerization” of health care—patients behaving more like consumers in their healthcare interactions. In a white paper on key industry insights, Deloitte says the consumer has arrived in the healthcare industry sooner than expected. In fact, the patient-consumer is already here.

Meeting 167

Meeting Consumers Healthcare Contact Center 167

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. The impact of bilingual support on the customer experience cannot be understated. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Lumoa

AUGUST 5, 2022

According to Deloitte’s Global State of the Consumer Tracker survey, 77% of retail consumers are concerned by the increasing prices of everyday products. Companies in the retail space have traditionally leveraged indicators like customer sentiment to better understand their target audiences.

Retail 208

Retail Feedback Trends Consumers 208

NobelBiz

JULY 4, 2023

In today’s competitive business landscape, customer service plays a pivotal role. One such technology is Automated Interaction Summaries. These are instrumental in enhancing agent utilization, customer experiences and shaping business strategy. For example, customer sentiment ratings increased 57.3%

Interaction 52

Interaction Call Center Engagement Contact Center 52

Experience Matters

JULY 21, 2017

After an inspiring weekend at the 2017 World Congress of Positive Psychology in Montreal, I decided to take a look at some of our data that connects positive psychology with customer experience. I started by examining the question: Does the innate happiness of a consumer influence how she perceives her experiences with companies?

Consumers 227

Consumers Company Connections Interaction 227

Interactions

JUNE 29, 2023

It’s not news to CX industry professionals that customer service expectations constantly change. Faced with that reality, brands must adapt their approach to customer service to meet them. Today that means harnessing the power CX technology and human interaction.

Interaction 62

Interaction Technology Customer Service Chatbots 62

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

Experience Matters

MARCH 16, 2017

As part of our push to drive more detailed discussions about emotion, we examined the emotions that consumers feel after specific interactions. We labelled 2016 as The Year of Emotion and operationalizing emotion is one of our 2017 CX trends. It turns out that […].

Interaction 240

Interaction Loyalty Trends Groups 240

NICE inContact

JUNE 21, 2017

With the inclusion of so many technologies, and more coming, companies may be wondering what customers want? How can they, as an organization, provide the elevated customer experience? Give Customers What They Want: Fast Action and Human Interaction. Customers want results, and they want them fast.

Interaction 151

Interaction Customer Experience Customer Centricity Consumers 151

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

CSM Magazine

JANUARY 8, 2024

Consumer services address our daily needs, such as food, leisure, and health. For those inclined toward people interaction and seeking a sought-after career with specialization opportunities, we advise them to study the consumer services field. Pros of Consumer Services Jobs Considering a career in consumer services?

Consumers 52

Consumers Healthcare Social Media Exceptional Customer Service 52

Comm100

MAY 7, 2024

The demand for fast, efficient, and personalized customer service is growing – and growing fast. 54% of global consumers have higher customer service expectations than they did just one year ago, according to a recent Microsoft study. Fast response times boost customer satisfaction, showing that concerns are quickly addressed.

Customer Service 130

Customer Service Strategy Self Service How To 130

Vonage

MARCH 26, 2018

Last year, Amazon announced that it employs 45,000 robots across 20 fulfillment centers; Yobot the robot ensures customers enjoy conversation-free service at Yotel’s pod hotel in New York; and "chatbots" continue to help businesses deliver everything from online banking to checking in for flights. The rising cost of poor customer service.

Interaction 159

Interaction Self Service Poor Customer Service Hotels 159

NICE inContact

JULY 24, 2019

Today, your customers are rapidly moving beyond first-generation digital channels (email, web chat, mobile apps) and on to next-generation digital channels (social media such as Facebook, LinkedIn, Twitter, etc. We see the future as blended agents within the contact center capable of managing omnichannel interactions with customers.

Self Service 137

Self Service Consumers Contact Center Omni-Channel 137

Optimove

JANUARY 26, 2023

Consumer trust is a crucial component of any successful marketing strategy. As economic uncertainty persists, consumer financial confidence declines (see our recent Consumer Holiday Spending Survey ), and their willingness to spend drops. One effective way of gaining consumer trust is Customer-Led Marketing.

Loyalty 105

Loyalty Consumers Brands Retail 105

Comm100

FEBRUARY 15, 2022

The modern global consumer is impatient, specific about their needs, and more than willing to jump ship to go to another brand if you fail to impress them immediately. If you want your brand to thrive in the modern market , you’ll need to know how to pivot your customer service practices to give your target consumers what they want ASAP.

Self Service 130

Self Service Consumers Customer Service Social Media 130

Magellan Solutions

DECEMBER 5, 2023

It’s an enticing way to connect with your customers. However, only about 66% of companies use it mainly for customer support. Benefits of Live Chat For Your E-commerce Business Here are the benefits that you can gain from utilizing live chat interaction to drive e-commerce success: 1. Who doesn’t appreciate the ease of use?

Interaction 52

Interaction e-support Chatbots Competitive Advantage 52

C3Centricity

FEBRUARY 13, 2024

Last week I spoke about the importance of actioning customer feedback. And customers expect businesses to be constantly adapting and preparing for their future needs. Indeed, a survey by Salesforce reported that 76% of consumers expect companies to understand their needs and expectations.

Customer Insights 226

Customer Insights Feedback Social Media Customer Satisfaction 226

NICE inContact

APRIL 30, 2019

It’s safe to say that we’re at an inflection point for AI in the contact center — AI innovations deployed in a myriad of ways, such as chatbots, intelligent routing, workforce management forecasting, and AI-driven interaction analytics, can add significant value to customer experiences and operational performance.

Consumers 149

Consumers Contact Center Chatbots Innovation 149