Trends that Disrupted Customer Service in 2018


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

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Travel Trends of 2018

QuestionPro Audience

Read our infographic below to learn more about 2018’s travel trends. Amid low unemployment rates, travel and tourism is still one of the world’s fastest growing sectors, with bookings hitting close to $1.6 trillion in 2017 , and expected to continue to grow in 2018.

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Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy?


Below, we break down the consumer trends that will reign supreme in 2019 and how businesses can rise to the challenge. The Three Hottest Trends Impacting Customer Care. The post Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy?

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Millennial’s Spring Break Travel Trends

QuestionPro Audience

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.

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The Top 3 Ways to Forecast for Your Contact Center

Apply trending data to compensate for known increases or decreases in contact. 1 Forecast accuracy is one of the most important. metrics by which workforce management (WFM). professionals are judged—some go so far as to say. it’s the foundation of contact center scheduling.

2019 XM Trends From Qualtrics Thought Leaders

Experience Matters

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.

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2017 Customer Experience Trends (Video and Infographic)

Experience Matters

We recently published our annual listing of CX trends. In case that wasn’t enough to satiate your needs, here’s a recorded webinar and an infographic describing the trends… Click on figure above to download infographic as a.png file, or click here to download it as a .pdf.Filed pdf.Filed under: Customer experience, Purpose, Trends. Customer experience Purpose Trends

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2015 Trends in Customer Service

Who's Your Gladys?

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

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2018 Beauty Trends

QuestionPro Audience

The beauty industry is an ever-evolving one, with trends like lip kits— hello, Kylie! Here are the trends that are taking the beauty industry by storm in 2018. and charcoal face masks coming from seemingly nowhere and turning into the next big thing.

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10 trends changing customer expectations


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.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

trends. New Study Reveals Reliance on Too Few. Data Sources; Organizations Likely Missing. Opportunities to Meet the Real Needs of.

15 Customer Experience Trends for 2018 (Infographic)

Experience Matters

Last month, Temkin Group published its annual list of CX trends and we labelled 2018 “The Year of Humanity.” ” Here’s an infographic showing the 15 trends (also available in poster form): Here are links to download different versions of the infographic: Infographic: in .jpg The post 15 Customer Experience Trends for 2018 (Infographic) appeared first on Customer Experience Matters®.

The 6 Transformational Customer Experience Trends


Our presentation focused on the CX trends we have identified and what. A few weeks ago we had our CXForum in London. It was a great event with over 200 CX professionals and practitioners from across the UK and Europe in attendance.

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3 Customer Experience Trends to Watch Out For in 2019


So, if you’re just thinking of starting 2019 by applying a customer experience strategy to your business – here are some key trends you might want to keep an eye out for to help you get started. Customer experience is more than just trends and data to increase conversions and sales.

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5 trends in B2B customer experience management


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

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Artificial Intelligence in Cloud-Based Solutions

Speaker: Rick Nucci, Co-Founder & CEO of Guru

By the end of this webinar, you will know: What is real and what is fiction in the latest trends in artificial intelligence.

3 Customer Loyalty Trends for 2019

Smarter CX

And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs. Customer loyalty trend #1: Loyalty programs will reward for customer advocacy. Customer loyalty trend #2: Loyalty will be set free from traditional programs.

2018 Home Renovation Report: Homeowner Trends, Spending and Priority Projects

QuestionPro Audience

QuestionPro Audience conducted a survey with 500 homeowners across the United States to gauge homeowner trends, future renovation plans and spending habits for spring 2018. Audience Business Market Research consumer insight contractors home improvement home renovation homeowner trends

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4 Tech Trends That Broke the Field Service Mold

Smarter CX

Here are 4 tech trends that broke the traditional field service mold. This trend reduced IT costs while freeing employees to use the tools with which they’re most comfortable.

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10 Hot Retail Trends in 2019

Smarter CX

At NRF 2019 , we asked retail leaders, “What are the top retail trends in 2019?” “I think it’s the autonomous checkout trends that we’re seeing right now. ” Want to compare and reminisce about last year’s retail trends?

Top Priorities in Customer-Centric Contact Centers

Speaker: Tony Medrano, CEO of

Leading contact center and technology experts will discuss trends in phone, chat, email, SMS and self-serve options in order to help our audience better connect with, retain and acquire customers.

5 Customer Experience Trends That Shaped 2018

Smarter CX

Here are 5 customer experience trends that shaped the last year. We explored how cloud technology is helping brands drive better personalization and service delivery—and where we can expect trends to head in the coming year. Market Trends 2018 Year in Review Customer Experience

Astea in Business Trends Magazine


The Eighty-Fourth Edition of Business Trends magazine features the latest version of Astea’s Alliance Enterprise field service software. Business Trends recognizes that new technology is at the forefront of manufacturing and field service management.

4 Holiday Shipping Trends Shaping Online Shopping

Smarter CX

Small Business Trends estimates that 65% of brands will have a same-day delivery option by 2019. To learn more about 2018 holiday shopping season trends, visit The post 4 Holiday Shipping Trends Shaping Online Shopping appeared first on SmarterCX.

Summer Travel Trends: The Who, What and Where

QuestionPro Audience

Audience Consumer Insights Trending consumer insights consumer trends frequent travelersPlanning a summer getaway this year? Then you’re part of the 56% of Americans who plan to take a vacation during the upcoming summer months.

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Beyond the Hype: Contact Center AI That Works

Speaker: Sam Hahn, VP of Technology & Technology Evangelist, eGain Corporation

You will learn top trends, proven use-cases, best practices, and real-world at-scale success stories for contact center AI. What the top trends are, the best practices, and real-world use-cases in using these new technologies.

Ten Workplace Trends Shaping the Future

Integrity Solutions

And more 2019 workplace trends we’re watching. The post Ten Workplace Trends Shaping the Future appeared first on Integrity Solutions. The fight to keep top talent. Millennials in leadership roles. Addressing the skills gap. By Mike Esterday.

Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences


Armed with that empathy and over ten years in the business, there’s been one consistent signal that stands out from the noise in this year’s customer service trends: customers want effortless experiences. Navigate the trends: Customer-centric through a customer experience strategy.

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Fall Food + Drink Trends of 2018

QuestionPro Audience

Consumers are looking for warm comfort food and substantial drinks, and we are talking the top trends for fall 2018. September is upon us. With it comes sweater weather, pumpkin spice lattes, and hearty crock pot meals.

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10 trends changing customer expectations


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.

Fireside Chat: Lessons from "The Convenience Revolution"

Speaker: Shep Hyken, Bestselling Author & Customer Experience Expert

Customers now have raised expectations, and this trend will be accelerating in the future. A revolution in customer convenience is currently underway, disrupting old business models and driving rapid innovations.

5 trends in the Call Center


5 Technological Trends in the Call Center. Several key trends are currently dominating the landscape, and have already started to infiltrate the industry even well before this year. What are the new technologies being deployed in the contact centers?

The New Trend in Petcare Healthcare: CBD

QuestionPro Audience

Over the past ten years, the relationship between pet and owner has taken on a new meaning. With Americans waiting until later, if at all, to start a family , the bond with their pets has grown stronger, and young Americans are leading in their rate of pet ownership.

5 CPQ Software Trends and Predictions for 2019

Smarter CX

We looked at the 3 major CPQ software trends we expect to see for this year and examined which 2 CPQ features will be most used in 2019. CPQ Trend Prediction #1: The use of CPQ to improve customer experiences. CPQ Trend Prediction #3: The use of CPQ to enhance mobile growth.

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Top 5 Automation trends in the Contact Center


Here are the top 5 customer service automation trends in 2018: Read More.

Hybrid CX (Pt 2): Including The Human Element As You Go Digital

Speaker: Colin Shaw, Founder & CEO, Beyond Philosophy

The 3 Hottest Trends Impacting Outsourced Customer Care


The post The 3 Hottest Trends Impacting Outsourced Customer Care appeared first on. The only constant in the customer care world is change, and if you don’t keep up, you’ll be left behind.