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 204

Trends Industry Technology Brands 204

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 211

Consumers Trends Software Data 211

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 365

Trends Comparison Social Media Consumers 365

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

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Uncover the emerging trends that are influencing the decision-making and strategies driving the new era of customer experience.

Report

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 343

Trends Customer Experience Connections Brands 343

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 Entertainment Measurement 141

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

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 263

Customer Experience Management B2B Trends Management 263

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

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The Voice of the Customer (VoC) is the core foundation of any successful customer experience program. Download this guide from GetFeedback to learn how you can launch a successful Voice of the Customer program that drives return on investment!

Return on Investment

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

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 386

Measurement Trends Report Entertainment 386

TechSee

DECEMBER 31, 2019

To help you plan, we’ve highlighted nine of the biggest customer service trends for 2020. This trend is catching on fast, with research predicting that the global market for emotion analytics will reach almost $1.6 The post Customer Service Trends 2020 appeared first on TechSee.

Trends 127

Trends Customer Service Social Media Data 127

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The top three 2022 priorities for Customer Service teams to thrive in this new era of customer experience.

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DemandJump

SEPTEMBER 6, 2022

You want your business’s website to be fresh, innovative, and on trend. Website content that hits these marks can not only inspire your current audience, but perhaps also draw in a few new faces. Website Content

Trends 52

Trends Innovation 52

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

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.

Call Center 119

Call Center Trends Training Policies 119

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: 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

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 180

Trends Customer Service Customer Experience omnichannel 180

Brandwatch CX

JUNE 1, 2022

Consumer Trends 2020

Hotels 77

Hotels Consumers Trends Industry 77

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

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

Speaker: Curtis Bingham, CEO, Chief Customer Officer Council

Our research shows that becoming easier to do business is perhaps the single most important thing that organizations need to work on to create value not only for their customers but also for their own business. Reducing customer effort can reduce costs by 37% and induce customers to spend 88% more. Tune in to this webinar and learn about how you can measure the "Ease of Doing Business" and customer effort.

Measurement

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

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

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

Comm100

APRIL 21, 2022

With this in mind, it becomes crucial to keep an eye on the latest credit union technology trends that will help them to improve credit union member engagement and experience. The post The Top 4 Credit Union Technology Trends to Watch appeared first on Comm100.

Technology 135

Technology Trends Financial Banking 135

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

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GetFeedback

DECEMBER 16, 2020

COVID-19 catapulted CX to the top of company priorities—but are these trends here to stay? Find out three top findings from our recent CX study and discussion with senior CX leaders. Articles

Trends 371

Trends Study Customer Experience Company 371

NICE inContact

JANUARY 24, 2021

Discover the seven emerging and developing trends that will continue to change the way contact centres work in 2021 and beyond. Globally, organisations experienced major business disruption over the course of 2020, and for contact centres, it was no different.

Contact Center 189

Contact Center Trends Course Industry 189

QuestionPro Audience

MARCH 9, 2018

Audience consumer trends Millennials travel trendsEvery year, thousands of young Americans flock to destination spots for a week of vacation during spring break. This year, 53% of millennials plan to travel for spring break. In the 90’s and 00’s, this typically meant a booze package in Florida or Mexico, but millennial consumers are veering away from the standard party vacation. We took a look at where they’re headed, and how much they’ll be spending.

Travel 210

Travel Trends Insurance Groups 210

Vonage

AUGUST 30, 2017

Here are 10 trends changing (and often raising) consumer expectations: 1. The post 10 trends changing customer expectations appeared first on Blog | NewVoiceMedia. 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.

Customer Expectations 185

Customer Expectations Trends Customer Experience Social Media 185

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One of the top trends driving a new communication experience is how companies are competing on the customer experience. Organizations that combine contact center and business communications see 3x higher customer satisfaction and 2.4x revenue growth.

Contact Center

Advantage Communications

JULY 14, 2022

Customer Service TrendsEver-evolving technology is bringing huge change for businesses, especially when it comes to customer service. Today’s technology is introducing new ways to drive up customer satisfaction and improve customer loyalty.

Communication 52

Communication Call Center Trends Technology 52