InMoment XI

JANUARY 17, 2024

With today’s travelers raising their expectations while being exposed to a seemingly unlimited number of hospitality solutions, it is critical that operators deliver experiences that reflect the lives of their customers. A positive guest experience involves going beyond basic customer service. What is Guest Experience?

Guest Experience 260

Guest Experience Trends Hospitality Customer Journeys 260

InMoment XI

APRIL 3, 2024

For as long as there has been business, there have been customers. And for as long as there have been customers, businesses have had to prioritize creating a positive customer experience. The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action.

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260

Alida

APRIL 27, 2023

The world of customer insights has drastically shifted in recent years. With mobile devices becoming ubiquitous and mobile usage continuing to rise, it has become increasingly important for businesses to take a mobile-first approach to their customer insight and survey tools.

Tools 130

Tools Customer Experience Customer Insights Survey 130

InMoment XI

SEPTEMBER 20, 2023

By Simon Fraser, InMoment + Kirstin Simons, NPSx by Bain & Company NPSx by Bain & Company and InMoment recently released the State of CX: UK Consumer Trends Report , an in-depth analysis of customer perceptions on brand experiences across multiple industries.

Net Promoter Score 260

Net Promoter Score NPS Retail Trends 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

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. Why should businesses lean into automation?

Customer Service 187

Customer Service Chatbots Technology Interaction 187

Comm100

JANUARY 29, 2024

Surge in chat volume per agent Reflecting a notable shift in customer service behavior, there’s been a substantial increase in the average number of chats handled by each agent in 2023. Customer satisfaction levels stay strong Despite the increased volume of chats, the satisfaction rates have remained robust.

Wait Times 130

Wait Times Report Trends Analysis 130

Lumoa

AUGUST 5, 2022

Companies in the retail space have traditionally leveraged indicators like customer sentiment to better understand their target audiences. Companies in the retail space have traditionally leveraged indicators like customer sentiment to better understand their target audiences. First Off, What Exactly Is Going On?

Retail 208

Retail Feedback Trends Consumers 208

Alida

NOVEMBER 11, 2021

Businesses today have become extremely proficient at collecting and gathering data. Afterall, it informs just about every business decision—from identifying gaps in the early stages of the buyer journey to uncovering the biggest pain points for high churn-risk customers. Which advertising partners make sense for your audience?

Customer Journeys 246

Customer Journeys Data Advertising Feedback 246

Comm100

OCTOBER 17, 2023

Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. What is customer service automation software?

Software 182

Software Chatbots Customer Service Knowledge Base 182

Calabrio

DECEMBER 18, 2020

He may have been singing about overcoming personal adversity, but this anthem of optimism is equally inspirational for business. The emergence of analytics has been one of the biggest trends of the past decade, providing companies with exponentially better insight into their data. Rise of the Research Team.

Contact Center 162

Contact Center Leadership Self Service Analytics 162

BirdEye

FEBRUARY 15, 2024

In today’s world, where every online chatter can become a shout across the digital universe, understanding the current trend of online reviews is crucial for businesses aiming high. Birdeye’s vast network, encompassing over 150,000 businesses and a treasure trove of millions of reviews, offers a rich data set to discern these trends.

Automotive 111

Automotive Healthcare Hospitality Retail 111

Blake Morgan

MARCH 12, 2024

                                               Customer satisfaction is on a downward spiral, according to data from the American Customer Satisfaction Index (ACSI). The digital age has transformed how businesses interact with customers, but not always for the better.

Customer Satisfaction 52

Customer Satisfaction Self Service Social Media How To 52

Uniphore

JULY 23, 2021

But it’s actually the everyday reality at the contact center, according to Gartner’s recent report “Rampant Employee Disengagement is Driving Turnover and Harming Customer Outcomes.” Lean in and learn why we should listen to our customer service employees if we truly cared about customer experience. Check it out!

Contact Center 246

Contact Center Call Center Social Media Employee Experience 246

Totango

NOVEMBER 14, 2023

As businesses expand and customer success becomes increasingly important, companies must find ways to scale their customer relationships and strengthen connections. Higher Logic and Totango teamed up to empower businesses to do just that, combining one-to-one customer relationships with one-to-many community relationships.

Connections 94

Connections Chief Customer Officer Customer relationships Customer Relationship Management 94

Calabrio

DECEMBER 18, 2020

He may have been singing about overcoming personal adversity, but this anthem of optimism is equally inspirational for business. The emergence of analytics has been one of the biggest trends of the past decade, providing companies with exponentially better insight into their data. Rise of the Research Team.

Contact Center 130

Contact Center Leadership Self Service Analytics 130

NobelBiz

OCTOBER 31, 2023

Business is more than just transactions. At its heart, business is a bond between service providers and customers. Understanding this dynamic is crucial, especially when customers are facing their most challenging times. Why Crucial Moments Define Customer Relations Every interaction with a customer is an opportunity.

Call Center 105

Call Center Contact Center Software Contact Center Social Media 105

SAP Customer Experience

SEPTEMBER 25, 2023

Companies gather vast amounts of customer data to gain insights, personalise experiences, and enhance their products and services. This practice, coupled with the rise of artificial intelligence (AI), has revolutionised the way businesses operate. In today’s digital age, data is often hailed as the new currency.

Data 73

Data Customers Customer Experience Company 73

Uniphore

NOVEMBER 11, 2021

As enterprises plan for the post-pandemic future, new goals—and new ways to achieve them—shape the customer service landscape. Tasked with driving operational efficiency, productivity and growth, business leaders are turning to technology to bridge the gap between rising customer demands and limited human resources.

Customer Service Representative 130

Customer Service Representative Policies Customer Centricity Innovation 130

Retently

MARCH 5, 2024

Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. This article will also explore 25 ways to say “Thank you for your feedback”, each designed to improve customer relations and foster a positive business image.

Feedback 155

Feedback Effort Score Social Media Customer Satisfaction 155

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to back that up. That’s right. Crazy, right?

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

Gainsight

APRIL 8, 2024

The role of Customer Success has undeniably been one of change in the last few years. to Digital CS , drawing insights from research analysts and industry thought leaders. to Digital CS , drawing insights from research analysts and industry thought leaders. Let’s explore this evolution from “traditional” C.S.

Customer Success 52

Customer Success Training Engagement Customers 52

Storyminers

MARCH 10, 2021

A journey map is a representation of how customers flow through your business. A journey map is a representation of how customers flow through your business. With a journey map, you can see where customers are, what they’re trying to do, and how the business supports them (or not). Your people are.

Customer Journeys 182

Customer Journeys Fashion Leadership Metrics 182

CSM Magazine

APRIL 26, 2024

As customer expectations continue to rise, organisations must adapt quickly and leverage the latest technologies to stay ahead of the curve. The answer is simple: to empower their customers. Customers can now enjoy a seamless, 360-degree view of their end-users, enabling deeper insights and more personalised experiences.

CRM 52

CRM Data Gamification Wait Times 52

Optimove

APRIL 15, 2024

Embracing a position-less mindset allows marketers to effectively meet evolving consumer needs, outpace competitors, and drive better business outcomes in today’s dynamic marketing environment. It’s time for marketers to unlock their multipotentiality benefiting their growth and the business’s.” ” he asked.

Marketing 59

Marketing Sports Multi-Channel CRM 59

CSM Magazine

MARCH 20, 2024

In the fast-evolving global business landscape, the strategic move of customer support outsourcing to the Philippines has become a critical path for companies seeking to boost operational efficiency and elevate customer satisfaction. The expertise residing within Cynergy BPO’s leadership is unparalleled.

Customer Experience 52

Customer Experience Contact Center Competitive Advantage Exceptional Customer Service 52

Eptica

OCTOBER 2, 2020

Date: Friday, October 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Key to profitability - how UK customer experience is changing over the long-term. Why a consistent customer experience is so important (and how to deliver it). Tags: CX, Customer Service, Contact Channels Categories: Trends & Markets.

Customer Experience 127

Customer Experience Call Recording Trends Consumers 127

Clarivate

DECEMBER 18, 2023

As 2023 comes to a close , make sure you don’t miss out on the timely insights from Clarivate , created to help IP legal teams plan for the rapidly changing industry. The global workforce is experiencing significant shifts to keep pace with changing workplace expectations, increased retirement eligibility and evolving customer needs.

Resources 59

Resources Case Study Innovation Report 59

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. Totango’s high score from G2 users not only underscores our efficient implementation but also sets a best-in-class benchmark for other software in the customer success category.

Report 108

Report Effort Score Customer Centricity User Experience 108

CSM Magazine

FEBRUARY 27, 2024

In the changing world of business today, staying competitive requires a grasp of market trends, customer preferences and industry insights. This article delves into the role these platforms play in driving business success. This includes documents, customer data, market research findings, social media metrics and more.

Innovation 52

Innovation Social Media Trends Industry 52

Team Support

DECEMBER 8, 2023

In today’s customer-centric market, providing exceptional support is non-negotiable. According to research by Microsoft, 59% of consumers have higher expectations for customer service than they did the year prior. Is your company prepared to deliver exceptional post-sale customer support?

Software 105

Software Omni-Channel Social Media Analytics 105

CSM Magazine

APRIL 17, 2024

In today’s fast-paced, customer-centric business landscape, the traditional approach of reactive customer service—to wait for customers to reach out with issues—no longer reigns supreme. Research suggests 89% of customers who are contacted proactively report a positive experience that changes their perception.

Customer Service 52

Customer Service Self Service Return on Investment Social Media 52

Totango

NOVEMBER 14, 2023

As businesses expand and customer success becomes increasingly important, companies must find ways to scale their customer relationships and strengthen connections. Higher Logic and Totango teamed up to empower businesses to do just that, combining one-to-one customer relationships with one-to-many community relationships.

Connections 62

Connections Chief Customer Officer Customer relationships Customer Relationship Management 62

CSM Magazine

JUNE 7, 2023

By now, you’re probably already familiar with the term “omnichannel” applied to customer service. In this article, we dive into definitions, benefits, and use cases to help you really understand what omnichannel means and how you can leverage omnichannel services to unify and improve customer and employee experience. What does it mean?

Omni-Channel 98

Omni-Channel Customer Service Social Media Banking 98

TechSee

DECEMBER 16, 2021

In the last few years, the customer service industry has been upended by a combination of new pandemic-driven ways of working, the growing trend of digital transformation, and the continuously rising bar for positive customer service experiences. Digital-first interactions Helping customers from afar is nothing new.

Call Center 124

Call Center Trends Self Service Contact Center 124

BirdEye

SEPTEMBER 1, 2023

Join us on September 12th and 13th for Birdeye View, a free virtual event that will help you put your business at the forefront of digital customer experience. How does our partnership with Google put our customers a step ahead of the competition? Uday Ghatikar is the Field CTO of Google Cloud.

Multi-Channel 105

Multi-Channel Customer Journeys Innovation Industry 105

Optimove

DECEMBER 7, 2023

Why It Matters: Understanding the dynamics of customer behavior is the key to creating Customer-Led Marketing strategies that drive retention. The Big Picture: The holiday season is a crucial period for consumer brands, characterized by a significant boost in sales and an influx of both new and existing customers.

Loyalty 75

Loyalty How To Gamification Policies 75