GetFeedback

JULY 25, 2018

trillion in revenue is up for grabs as “always on” consumers look for brands mastering CX via various channels and touchpoints. Why Consumers Are Bailing on Brands. Data shows that personalized support is the top priority for consumers. Desire for seamless omnichannel CX. How to Reconnect with Omnichannel Support.

Omni-Channel 150

Omni-Channel Net Promoter Score e-support Touchpoint 150

NICE inContact

OCTOBER 11, 2019

An omnichannel experience – consumers expect it and businesses admit they aren’t great at delivering it, so why aren’t they investing in improving it? This is perhaps the biggest incongruity we discovered when we analyzed survey results from over 900 contact center decision makers.

Omni-Channel 121

Omni-Channel Self Service Meeting Contact Center 121

NICE inContact

JUNE 26, 2019

One top demand is for true omnichannel customer service , no matter the channel. We reported in the 2018 NICE inContact Customer Experience (CX) Transformation Benchmark that 91% of consumers expect a seamless omnichannel experience. To find out, we surveyed over 900 contact center decision makers. Is it worth it?

Omni-Channel 149

Omni-Channel Contact Center Consumers Report 149

InMoment XI

JUNE 7, 2022

A consumer electronics brand who partnered with InMoment previously approached Voice of Customer by designing, distributing, and analyzing a wide range of surveys. Both Gensler and the consumer electronics brand we mentioned before had what many companies think they need: large amounts of data. The result?

Company 492

Company Social Media Return on Investment Travel 492

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. Why it Matters : Brands can gain actionable insights to cultivate customer loyalty and increase consumer spending.

Loyalty 52

Loyalty Consumers Survey Loyalty Programs 52

NICE inContact

DECEMBER 12, 2018

Inbound call centers face rising expectations from their customers to deliver exceptional experiences in an increasingly omnichannel world. Our new 2018 Customer Experience (CX) Transformation Benchmark surveyed over 2000 consumers across the US, the UK and Australia to get their insights on customer experiences.

Call Center 120

Call Center Omni-Channel Contact Center Contact Center Software 120

NICE inContact

JUNE 14, 2017

How do you know if you’re meeting their expectations for Omnichannel service? I’ve got some good news for you, we can help you gain some insight into how consumers are feeling about customer service interactions. inContact conducted research on Omnichannel customer service experiences and results.

Omni-Channel 145

Omni-Channel Customer Expectations Self Service Meeting 145

GetFeedback

MARCH 11, 2019

SMS surveys — also known as text message surveys — are perfect for reaching those customers always on the go. There are many scenarios in which SMS serves as the best survey channel, but we’ll save that for another blog post. We’ll start with SMS survey best practices. SMS survey best practices. greater than email.

Survey 170

Survey Wireless Feedback Consumers 170

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

Kustomer

JULY 12, 2022

The concept of omnichannel customer experience (CX) has been simplified over time. Many brands and customer support teams believe that omnichannel support is simply communicating with customers on every channel, but it’s much more than that. What Is Omnichannel Customer Support? Making the Transition to Omnichannel Support.

Omni-Channel 98

Omni-Channel CRM Culture Training 98

Playvox

JUNE 28, 2022

During the global pandemic, customers massively turned to digital communications, and, according to consumer studies , this change is here to stay. Customers now expect to do business with an omnichannel contact center that delivers consistent and seamless customer experiences regardless of the channel they use. But don’t worry.

Contact Center 84

Contact Center Omni-Channel Tools Contact Center Software 84

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

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 52

Consumers Omni-Channel Retail Survey 52

Lumoa

JULY 17, 2023

User interface feedback and qualitative surveys Digitizing Customer Experience: A Key Step to Make Your Company Competitive The Connection between Digital Transformation and Customer Experience The term digital transformation refers to integrating digital technology into all aspects of a business. Keeping the human touch 3.

Customer Experience 208

Customer Experience Strategy Self Service Chatbots 208

InMoment XI

OCTOBER 20, 2022

Customer experience started out in the golden age of advertising, market research, and understanding consumers. Then, the internet was born, and online surveys were created to collect customer feedback in a timely manner. In an omnichannel world, this can become increasingly difficult.

Customer Experience 529

Customer Experience Customer Journeys Effort Score Culture 529

Optimove

MARCH 30, 2023

To find out, we did what we always do in these situations: fielded a consumer survey. You know, like we did on  consumer trust ,  marketing fatigue ,  holiday shopping , and more. Almost half of the consumers surveyed have less confidence in the economy compared to 2022. 77% said “price” and 78% “quality.”

Consumers 52

Consumers Omni-Channel Retail Travel 52

Comm100

NOVEMBER 23, 2022

The customer service world continues to develop, and each new year can mean a sea change in changing consumer expectations. To help you prepare for the year ahead, in this article we’ll look at the key customer service trends of 2023 and how you can deliver on your consumers’ support expectations. Chatbot growth continues.

Trends 207

Trends Customer Service Chatbots Omni-Channel 207

CSM Magazine

JANUARY 13, 2022

PCI Pal survey compares opinion between consumers and contact centre professionals in the UK and USA. The survey found however that personal service remains king for UK-based consumers, with a collective 59% preferring some form of person-to-person contact if they have an enquiry about a product, prior to purchase.

Consumers 52

Consumers Self Service Survey Customer Service 52

Comm100

AUGUST 1, 2023

Personalization in customer service – What is it and how to deliver it 71% of consumers expect companies to deliver personalized interactions, according to the latest McKinsey & Co. And yet, an overwhelming 66% of consumers believe they are still being treated like a ‘generic customer’ with no regard for their individual needs.

Customer Service 160

Customer Service How To Omni-Channel Video 160

Lumoa

JUNE 23, 2021

In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service. According to a survey, CCaaS will grow to be the favored adoption model by 50% of contact centers by 2022.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

InMoment XI

AUGUST 17, 2023

In this article we will share the three key drivers of NPS identified in our latest report, State of Customer Experience: 2023 UK Consumer Study , conducted in partnership with NPSx by Bain & Company , which reveals how to transform NPS from a numerical score to a strategic advantage!

Net Promoter Score 493

Net Promoter Score Self Service Effort Score NPS 493

CSM Magazine

SEPTEMBER 14, 2023

For example, 42% of survey respondents said the care provided today is “Better” or “Much Better” than that of three years ago. The good news for Retail/e-Commerce brands is that 62% of their customers think their customer care needs and expectations are generally being met, versus 35% of consumers across all industries.

Consumers 59

Consumers Self Service Multi-Channel Ecommerce 59

SurveyGizmo

OCTOBER 26, 2021

Finding the right survey solution for your enterprise is as much about knowing what you want to do with surveys as understanding how to navigate your internal approval processes. Most survey solutions will help you with a simple poll of how people feel or help you build a form to find out what people want to eat.

Survey 98

Survey Omni-Channel Feedback Employee Experience 98

Optimove

JULY 25, 2023

Discover key insights from our recent 2023 Holiday Shopping Survey. It reveals that 42% of consumers prefer to shop exclusively at familiar stores or websites they have patronized before, highlighting the significant impact of loyalty on driving sales.

Retail 52

Retail Loyalty Survey Brands 52

Comm100

DECEMBER 2, 2021

Omnichannel expectation. In 2022, financial services will step up to the mark and catch up with other industries, investing in technology that allows them to offer customers the array of digital channels they have to expect – and omnichannel will be at the core of this. as add-ons.

Financial 226

Financial Trends Customer Experience Chatbots 226

Comm100

SEPTEMBER 26, 2023

71% of consumers expect companies to deliver personalized interactions, according to the latest McKinsey & Co. Omnichannel customer engagement When listing the best personalized service examples, omnichannel engagement can’t be missed. Pre-chat surveys Personalized service examples don’t have to be rocket science.

Examples 174

Examples Chatbots Omni-Channel Customers 174

Lumoa

FEBRUARY 21, 2023

VoC — or Voice of the Customer programs — helps businesses learn more about their consumers’ wants, needs, and preferences. Gamification Gamification is all the rage in survey research and for good reason! The good news is that there are still ways to get VoC programs back on track. What was its purpose?

Gamification 208

Gamification How To Customer Journeys Omni-Channel 208

NICE inContact

JANUARY 16, 2018

When it comes to delivering exceptional customer experiences, true omnichannel service and quick resolution go hand-in-hand. While the CX Transformation Benchmark Study reveals the emphasis customers place on wanting omnichannel service, it also found that the leading indicator of successful customer service is speed.

Self Service 240

Self Service Customer Experience Omni-Channel Contact Center 240

NICE inContact

DECEMBER 3, 2018

Omnichannel is hot. Omnichannel Service and Satisfaction. Consumers want true omnichannel customer service, and service that’s seamless, convenient and quick. Only 35% of consumers are highly satisfied* with their experience, regardless of channel and country surveyed. Artificial intelligence (AI) is hot.

Self Service 121

Self Service Contact Center Software Contact Center Software 121

delighted

DECEMBER 5, 2019

Seamless and personal, the omnichannel retail experience, when done correctly, is built entirely around accessibility and customer experience. As simple as that sounds, omnichannel retail is the result of melding dozens of customer touchpoints and activities into a non-linear customer journey. What is omnichannel retail?

Omni-Channel 40

Omni-Channel Retail Customer Experience Self Service 40

Oracle

NOVEMBER 12, 2019

This is a preview of the ebook “ 3 Customer Experience Essentials for Today’s Shoppers – And How to Thrive in the Experience Economy “ Omnichannel optimization is essential for success with 21st century shoppers. Neglecting to optimize for mobile is among the top omnichannel marketing mistakes.

Omni-Channel 45

Omni-Channel Loyalty Social Media Ecommerce 45

Interactions

JUNE 8, 2023

Customer service has evolved from being a mere supplementary feature offered by businesses to a vital aspect in fostering enduring relationships with consumers in the competitive market landscape. Ensuring a seamless omnichannel experience also plays a role in providing top-notch customer service.

Customer Service 62

Customer Service Exceptional Customer Service Omni-Channel Customer Service Representative 62

NICE inContact

OCTOBER 2, 2019

This is just one of the many insights we discovered when we surveyed more than 900 global contact center leaders about key customer experience topics, including near-term investment plans. Both self-service and agent-assisted channels are being improved in the upcoming year, reflecting ongoing consumer demand for many options.

Self Service 150

Self Service Omni-Channel Contact Center eBook 150

CSM Magazine

JULY 14, 2023

Power, 67% of consumers have used a company’s social media channel for customer service. Moreover, 45% of consumers surveyed by American Express would abandon an online transaction if their queries or concerns were not addressed quickly. According to a study by J.D. But it can be hard to manage.

Social Media 89

Social Media Customer Service Self Service Omni-Channel 89

Think Customers

AUGUST 28, 2018

is working to re-invent the used car market to be an omnichannel environment that’s innovative, easy to use, and transparent in an industry that depends on reliability. The automotive sector is a segment where omnichannel expectations are already firmly in place. In another survey by Think with Google, 95 percent of.

Omni-Channel 40

Omni-Channel Innovation Automotive Strategy 40

Solvvy

JANUARY 21, 2020

Today’s consumers are screen-shifters by nature, and it’s changed the customer journey to an omnichannel experience that incorporates many different devices and platforms. . Google found that 90% of consumers switch between screens to complete tasks on a regular basis.

Omni-Channel 54

Omni-Channel Self Service Customer Experience Customer Service 54

Lumoa

JULY 21, 2022

We’ll also go over the role of the customer experience in European telecom and how this variable affects the perception of consumers in this segment. . Modern consumers expect more from their providers than ever before and telecom companies are no exception. . Deliver an Omnichannel Experience. Company Reputation.

Customer Experience 236

Customer Experience Telecommunications CEM Customer Journeys 236