IntouchInsight

SEPTEMBER 8, 2022

The rapid evolution of technology continues to impact every industry and raise consumer expectations around how brands incorporate it into their customer experience.

Trends 202

Trends Industry Technology Brands 202

InMoment XI

DECEMBER 15, 2022

Digital experience trends are the new road maps of modern day business. Think of digital experience trends being the new maps application in your business. Identifying digital experience trends will help you adapt your business to get ahead of your consumer, not behind them.

Trends 359

Trends How To Customer Experience Survey 359

C3Centricity

OCTOBER 24, 2022

Most major organisations follow societal trends today – and that’s a huge problem! They are all following the same trends, attending the same trend “shows” & conferences, and getting the same or at least very similar reports. How to Turn Trends into Future Scenarios.

Competitive Advantage 194

Competitive Advantage Trends Advertising Conference 194

Upstream Works

JANUARY 20, 2023

This post will address the outlook for top CX trends in 2023 – here are two trends that contact centers will need to align with, especially since the weak economic outlook will likely persist throughout 2023. The post Top CX Trends of 2023 appeared first on Upstream Works.

Trends 78

Trends Customer Experience Contact Center Technology 78

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Want to know where CX is heading in 2023? From the Metaverse and Web3 to how macroeconomic influences are impacting CX, this Trend Report will give you a taste of what is to come in the year ahead and beyond.

Trends

Vonage

OCTOBER 2, 2017

Here are 10 trends changing (and often raising) consumer expectations: 1. The essential principles of customer service are timeless, but consumer expectations are not. Customers have always wanted a friendly, efficient and reliable service, but with the development of new technology, their expectations have been raised. They want a more efficient service than before. They don’t just want friendly; they want to feel like the service has been personalized for them.

Customer Expectations 370

Customer Expectations Trends Customer Experience Social Media 370

InMoment XI

MARCH 16, 2022

Earlier this year, we released a customer experience (CX) (and employee experience) trends report for both the North America and Asia-Pacific (APAC) regions. These new CX trends were based on indirect and inferred data, as well as surveys across several industries.

Trends 360

Trends Comparison Social Media Consumers 360

IntouchInsight

APRIL 19, 2022

Data driven decisions yield results. It’s why our suite of software and services are built around driving actionable insights from customer and operational data.

Consumers 210

Consumers Trends Software Data 210

Comm100

NOVEMBER 23, 2022

As new customer service trends arrive, service that was once considered exemplary might no longer meet the growing customer demand. We know that among customer service trends in 2023 and beyond, customers will increasingly expect personalized service.

Trends 179

Trends Customer Service Customer Experience omnichannel 179

InMoment XI

APRIL 5, 2022

What is the future for employee and customer experience trends in banks, wealth advisory firms, and credit unions? This year’s trends report has unearthed a few key discoveries that these businesses must pay attention to if they want to differentiate themselves in this competitive market.

Banking 283

Banking Trends Financial Customer Experience 283

Speaker: Ashlee Aldridge - Reach Partners LLC | Bill Mirabito - Chameleon Collective | Ronak Shah - PSA Retail & CPG, Amazon Web Services | Wayne Teigen - Pivotree

Join this exclusive conversation with our expert panelists and learn how you can thrive as an e-commerce retailer - even when faced with adverse market challenges. Don't miss out; register today!

Retail

Lumoa

JANUARY 8, 2019

Find out what are 5 leading trends in B2B customer experience management in 2019. Drive your business-to-business operations to customer success and advocacy. Understand the influence of customer feedback on B2B operations. RSS generated with FetchRss

Customer Experience Management 296

Customer Experience Management B2B Trends Management 296

InMoment XI

MAY 17, 2022

We dove into that in our recent 2022 Experience Trends Report (you can check out the full findings here ), but we’re going to quickly cover two of those things here for you today. Employee Experience Best Practices EX Trends Work Culture

Trends 338

Trends Customer Experience Connections Brands 338

Alida

JANUARY 17, 2023

In uncertain economic times, making the right choices for your business becomes that much more important. Even a slight misstep can have a drastic impact on a company's ability to compete in the market.

Innovation 130

Innovation Trends Customer Engagement Customer Experience 130

Storyminers

JUNE 3, 2022

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. What CX trends do you see emerging this year? Interviews Experience Design Interview Trends

Trends 141

Trends Wireless Measurement Entertainment 141

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Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

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SAP Customer Experience

JANUARY 19, 2023

Live Stream: Labs Talk Community: 2023 Trends and Insights Get ready for a jam-packed episode of Labs Talk, as we kick off 2023 with our first ever Community Call. Customer Experience 2023 insights labstalk talk trends

Trends 66

Trends Innovation Customer Experience Customers 66

InnerTrends

MAY 17, 2022

saas analytics Retention trend Acquisition Revenue Activation Referral saas growthThe world of analytics took a turn for the best in the last years, and 2022 looks even more promising.

Trends 70

Trends 70

Kayako

APRIL 1, 2022

Find out what trends will impact eCommerce customer satisfaction in 2022. The trend to remote working is causing a sustained increase in eCommerce. The post 5 Key Trends for ECommerce Customer Satisfaction in 2022 appeared first on Kayako.

Ecommerce 202

Ecommerce Customer Satisfaction Trends omnichannel 202

NICE inContact

DECEMBER 8, 2021

Contact Center Management Contact Center Trends & Insights Agent Engagement GeneralThe events of the past couple of years took a strange, unexpected toll on the labor market. During the lockdown, unemployment was high, and workers clung to their jobs.

Trends 187

Trends Contact Center Marketing Engagement 187

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In this e-book, you’ll discover the origins of CX, the evolution into an actionable tool for customer feedback, and where the future of CX is moving towards.

Report

ChurnZero

JANUARY 13, 2023

However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. Here are 12 predictions and trends your team can take advantage of now to make a big impact this year. Industry News/Trends

Trends 69

Trends Customer Experience Chief Customer Officer Customer Success 69

Experience Matters

DECEMBER 18, 2018

This is the time of year for holiday cheer, family celebrations, and, of course, listings of annual trends! To help me identify trends for 2019, I reached out to some of the many thought leaders across Qualtrics and asked them to share one or two of the top experience management (XM) trends they are expecting to see in the coming year. And the trends they shared Read More.

Trends 213

Trends Exercises Customer Connectedness Course 213

QuestionPro Audience

MARCH 8, 2022

Trends that will improve online panel data quality in 2022. High data quality is vital for the success of any market research project. We know that everybody has a different approach to measuring bad data quality.

Trends 195

Trends Data Survey Examples 195

InMoment XI

JANUARY 18, 2022

It’s never been more important to stay tuned into employee and customer experience trends. The “2022 Experience Trends Report: Four Trends That Are Changing Customer & Employee Experiences This Year” just dropped, and we wanted to give you a sneak peek!

Measurement 382

Measurement Trends Report Entertainment 382

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When you launch a CX program, there is often an air of exuberance. A year or two later, however, it can feel like your program has flat-lined and you find it hard to make improvements. If your CX program is struggling, check out our latest whitepaper for tips on how to reverse the trend.

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Who's Your Gladys?

JANUARY 6, 2015

As a new year begins, before you consider how these trends apply to your business, take a minute to notice these three things: What went right in. Best practices Customer Service Marilyn Suttle 2015 trends Customer Service Articles customer service training customer service trends New realities have emerged over the past year, revealing what we can expect of customer service in 2015.

Trends 168

Trends Customer Service Customer Service Training Training 168

Omnicus

SEPTEMBER 5, 2018

Keeping up with trends that revolutionized the customer service industry. Customer Service Customer Experience

Trends 182

Trends Customer Service Industry Customers 182

kommunicate

JANUARY 27, 2023

Last Updated on January 27, 2023 The healthcare sector worldwide is witnessing significant shifts in the conventional trends that have been followed for years. The post 6 Important Healthcare Trends to Watch for in 2023 appeared first on Kommunicate Blog.

Healthcare 56

Healthcare Trends Technology 56

Experience Matters

APRIL 1, 2020

The post Experience Management In A Crisis: Shift From Trending To Sensing appeared first on Experience Matters. Experience Management (XM) is critical for reacting to changes being caused by the COVID-19 pandemic and economic downturn.

Trends 239

Trends Management Customer Experience Customers 239

Speaker: Karl Kapp, Ed.D., Professor of Instructional Design and Technology

If the recent past has taught us anything, it's that L&D organizations need to be nimble, quick, and able to react to both foreseen and unforeseen threats in order to be successful. That means looking to the convergence of technology, learning, and business needs so you can make intelligent, informed decisions regarding both your future and the future of your organization.

Technology

Customer Think

JANUARY 26, 2023

Contact center leaders, your time is now. Customer service and customer experience analysts and thought leaders are suggesting that the contact center is “the next big tech frontier.” Investment in the contact center is increasingly—finally.

Contact Center 112

Contact Center Trends Customers Customer Experience 112

Alliance by IFS

JANUARY 26, 2023

The post Five Significant Field Service Trends for 2023 appeared first on IFS Blog. As companies attempt to orchestrate new product-as-a-service business models, adopt circular economy ambitions and rise to increasing customer and employee.

Trends 65

Trends Company Innovation Industry 65

Alida

SEPTEMBER 10, 2021

Listen to the podcast: CX Trend Review: What Worked, What Didn't, and Where to Go From Here. Over the last year, you probably heard the question “So how are you adapting to the new normal ?” quite a few times.

Consumers 130

Consumers Trends Customer Experience Customers 130

NICE inContact

DECEMBER 6, 2021

For years, we’ve been championing the idea that modernizing to an all-in-one cloud platform to power your contact center was an urgent “must-have.” The benefits of agility, flexibility, cost, reduction, and access to rapid innovations seemed obvious. CXone Customer Experience NICE CXone

Trends 203

Trends Contact Center Innovation Customer Experience 203

Speaker: Jenn VandeZande, Head of Digital Engagement Strategy at SAP Customer Experience | Beth Scott, VP, Business Operations - Supply Chain | Nikki Grigsby, PHR, Chief Operations Officer at Syndigo | Levana Wang, Content Creator, Gen Z Expert

Join Jenn VandeZande, Beth Scott, Nikki Grigsby and Levana Wang for this insightful and topical conversation on the modernization of e-commerce tech.

How To

Comm100

NOVEMBER 29, 2021

All of these pandemic repercussions will continue to reverberate across customer service teams and drive the major trends in the year to come, and likely far beyond. With every year since 2016 being labelled the ‘year of the bots’, you wouldn’t be alone in ignoring this trend.

Trends 179

Trends Customer Service Customer Experience omnichannel 179

Lumoa

AUGUST 5, 2022

The significant rise in prices has caused a major shift in not only consumer sentiment, but also in the actual purchase behavior of customers, and with it, all other major retail trends. Determine the Feedback Trends.

Feedback 208

Feedback Consumers Retail Trends 208

GetFeedback

DECEMBER 1, 2020

How to prepare for your customers' changing expectations in the New Year according to Forrester’s 2021 CX predictions. Guides

Trends 355

Trends Customer Change How To Customer Experience 355

Doing CX Right

NOVEMBER 27, 2022

Max Ball, Principal Analyst at Forrester, explains the difference between customer experience and customer service, trends to plan for and effective ways to solve customer needs versus creating pain points. Podcast chatbots Customer Experience customer service gig CX mall ball trends

Trends 56

Trends Customer Service Customer Experience Customers 56

Speaker: Bob Azman, Founder and CXO, Innovative CX Solutions, LLC

This session will cover key metrics used to determine ROI. It will also cover the type of VOC measurements that can be utilized in any business environment, be it B2B, B2C, or B2B2C. This is a practical approach to CX measurements – less about the mechanics and more about what to choose, how to decide on what metrics to use, and how to build a business case for CX.

Metrics