Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 Add Value by Utilizing Technological Innovations.

E Commerce 104

E Commerce Consumers Customer Service Social Media 104

ShepHyken

JANUARY 16, 2017

But today, consumers are more connected, distracted, and informed than ever before. 5 Key Customer Experience Trends for 2017 by Donna Peeples. Huffington Post) In the spirit of the New Year, here are my top 5 customer experience predictions and trends for 2017. Salesforce) Lasting businesses are built on customer retention.

2017 89

2017 Article Customer Service Contact Center 89

Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

2017 48

2017 Competitive Advantage Social Media Customer Centricity 48

Interactions

FEBRUARY 20, 2019

Forrester’s recent report, Forrester Infographic: Customer Chatbots Fail Consumers Today, released January 30, 2019, discusses a number of ways that chatbots are failing consumers and how this can be prevented. Consumers think chatbots are more time-consuming than helpful. When it comes to your customers, time is money.

Consumers 54

Consumers 2017 2019 Definition 54

Oracle

OCTOBER 2, 2019

While consumers are hungrier than ever for goods and digital services, the level of competition in this space has never been higher, making margins tight. One thing retailers can do to stand out from the competition is to improve their online customer experience (CX) using new technologies that improve the online shopping experience.

Technology 87

Technology Social Media Fashion Retail 87

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

2017 61

2017 Customer Engagement Engagement Contact Center 61

Experience Investigators by 360Connext

JANUARY 23, 2024

Customer experience leaders are not just expected to keep up with trends in the marketplace, customer expectations, and technology, we simply MUST do so to serve customers and stay ahead of the competition. Streaming platforms, podcasts, and even this article are self-selected by the media consumer. Always In Style Reminders!

Customer Experience 143

Customer Experience 2024 Omnichannel Customer Journey Mapping 143

ShepHyken

JANUARY 9, 2017

Fifty-eight percent of consumers and 77% of business buyers say tech has significantly changed their expectations of how companies should interact with them. 3 Areas to Focus your Customer Experience in 2017 by Adam Toporek. 2017 Customer Experience Resolutions by Lynn Hunsaker. Follow on Twitter: @Hyken.

2017 80

2017 Article Customer Service Loyalty 80

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 67

Contact Center Consumers Net Promoter Score 2018 67

Oracle

APRIL 10, 2019

With revenues of over $328 billion in 2017 and a projection of $390 billion in 2025, there are many ways technology can influence these numbers. Now, companies like MTailor have technology that measures your body for perfect-for-you fit. apparel industry market is the biggest in the world, according to Statista. Tech tailors.

Apparel 92

Apparel Technology 2025 2012 92

Clarabridge

JANUARY 4, 2017

Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. 42% of consumers have purchased more after a good customer service experience 2. 83% of US consumers prefer dealing with human beings 1. Most brands have not increased their CX budget from 2016 to 2017.

2017 51

2017 Customer Experience Return on Investment Competitive Advantage 51

Customer Alignment

DECEMBER 18, 2017

As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. 2017 promised such a lot. From what we can see, most of the efforts and focus in 2017 have been on beginning to ‘listen’ to customers and naturally act upon this information. What did we hear, what did we see?

2017 45

2017 2018 Chief Customer Officer NPS 45

Bold360

FEBRUARY 23, 2017

The financial services industry is changing and developing at a ferocious pace, and 2017 is expected to be a year of growth, at least for those companies able to provide their customers with access to the best technology available to assist them throughout their online journey. Creating a New Self-Service Solution in Banking.

2017 63

2017 Financial Banking 2014 63

Magellan Solutions

JULY 27, 2017

Both new and old challenges faced by the call center industry are being addressed with the help of technologies that are constantly being developed and upgraded to meet the ever-increasing expectations of customers. These are the trends of the call center industry this year of 2017: The growth of the cloud call centers. Contact us now!

Call Center 56

Call Center 2017 Omnichannel Government 56

ShepHyken

APRIL 24, 2017

2017 Customer Service Expectations Survey by Gladly. Gladly) Trends and insights from surveying 1000 consumers on customer service. My Comment: Our friends at Gladly have released their 2017 Customer Expectations Survey. Top 10 Customer Service Blogs to Follow in 2017 by Daniela Puzzo. ” (Thank you, Fonolo!)

2017 69

2017 Article Customer Service Customer Service Training 69

CSM Magazine

MAY 18, 2017

Over 88% of organisations expect digital customer interactions to overtake voice by 2020 or sooner and 92% say customer experience can be linked to revenue, but just 29% are confident they can deliver a seamless customer experience across multiple channels, according to a new report, State of Customer Experience 2017 from West.

2017 40

2017 Customer Experience Contact Center Customer Experience Professionals 40

Oracle

OCTOBER 30, 2019

Direct to consumer (DTC) brands are transforming the entire ecommerce industry, according to new research. In addition, DTC brands are increasing investment on more advanced technologies such as programmatic TV, AI-driven personalization, and customer data platforms to enhance — and disrupt — the shopping experience.

Retail 52

Retail Consumers Advertising 2017 52

ReviewTrackers

SEPTEMBER 23, 2021

How the rise of new technology shifted customer expectations. Which consumer habits have changed. The Rise of New Technology in Food Orders. A major force in the push for technological advancements in dining is the rise in spending power of the millennial demographic. A Change in Consumer Habits in Dining and Delivery.

Customer Satisfaction 114

Customer Satisfaction 2017 Multi-Channel 2018 114

Wootric

AUGUST 21, 2018

How we live and communicate are evolving at lightning speed thanks to one thing: Technology. But rather than looking at it as an intrusive occurrence, perhaps it’s better to view emerging technologies as tools with the power to reshape, not disrupt. How are these rapid changes going to disrupt business as usual?

Technology 58

Technology Customer Experience 2025 2007 58

ShepHyken

SEPTEMBER 11, 2017

12 Ways To Keep Customer Interaction Alive In The Face Of Self-Service Technology Integration by Forbes Communications Council. Forbes) With heightened consumer demand for automated self-service technologies, companies are answering the call and investing in do-it-yourself services. Follow on Twitter: @Hyken.

2017 83

2017 Article Customer Service Customer Service Training 83

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 54

Contact Center Consumers Net Promoter Score 2018 54

ReviewTrackers

OCTOBER 3, 2017

Innovation was the highlight at last week’s 2017 SHSMD Connections, the annual conference for healthcare marketing, public relations and communications, and strategic planning professionals. Apple and Nordstrom are examples of just two companies that have changed consumer expectations. To do that, use core technologies.

2017 56

2017 Connections Healthcare ROI 56

ShepHyken

OCTOBER 23, 2017

My Comment: Part of an amazing customer experience can be driven by technology. Retail Customer Experience) With technology evolving, giant digital-forward companies taking over in-store shopping, and brick-and-mortar stores slowly closing their doors, it’s an understatement to say the retail industry is drastically changing.

2017 74

2017 Article Customer Service Retail 74

Eptica

FEBRUARY 1, 2017

Date: Wednesday, February 1, 2017 Why technology needs to support the human element of CX. Published on: February 01, 2017. Régine, you gave a fascinating speech at the Eptica 2016 Customer Day , looking at how digital transformation is impacting consumer behavior and expectations.

Technology 58

Technology Multi-Channel 2017 Consumers 58

Clarabridge

JANUARY 4, 2017

Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. 42% of consumers have purchased more after a good customer service experience 2. 83% of US consumers prefer dealing with human beings 1. Most brands have not increased their CX budget from 2016 to 2017.

2017 40

2017 Customer Experience Return on Investment Competitive Advantage 40

Alida

SEPTEMBER 6, 2018

between 2017 and 2022. Meanwhile, IHL Group recorded a net increase of 4,000 new store openings in 2017—a far cry from a collapse. Finally, consumers are feeling pretty good about the economy with 59.5% confident or very confident as of January 2018, according to the Consumer Mood Index.

Retail 243

Retail E Commerce 2017 2018 243

Maru Group

FEBRUARY 19, 2020

Ten years ago, the Smart Energy Consumer Collaborative (SECC) was founded to understand the wants/needs of energy consumers in North America and share those learnings with industry stakeholders. The 2020 Symposium gathered members to reflect on the past decade and look to where consumer needs are heading into the next decade.

Consumers 52

Consumers Government Chief Customer Officer Customer Centricity 52

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

2017 40

2017 Customer Engagement Engagement Contact Center 40

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

2017 40

2017 Customer Engagement Engagement Contact Center 40

Eptica

DECEMBER 6, 2017

Date: Wednesday, December 6, 2017 Meeting the CX needs of the connected consumer. Published on: December 06, 2017. Author: Vincent Giraud We live in the age of the connected consumer. Consumers are connected all through the day , using their devices from when they wake until last thing at night.

Connections 49

Connections Consumers 2017 Social Media 49

Clarabridge

JULY 20, 2017

We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CXC) awards – Europe. They combine leading-edge technology with customer-centric policies and procedures to improve consumers’ experiences, satisfaction, and loyalty for the advancement of their business.

2017 40

2017 Customer Experience Multi-Channel 2018 40

BlueOcean

JANUARY 21, 2020

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Customer Service Success – Technology Industries” category in the 14 th annual Stevie® Awards for Sales & Customer Service. Our consumer cyber security team is a perfect example. About The Stevie Awards.

2020 156

2020 Customer Service Insurance 2017 156

NICE inContact

OCTOBER 15, 2018

Can your contact center keep up with changing consumer demands? The second annual NICE inContact Customer Experience (CX) Transformation Benchmark includes consumers from three countries – United States, United Kingdom and Australia – with year-over-year results for US (2018 vs 2017), and new benchmark data for UK and Australia.

Contact Center 49

Contact Center Consumers 2018 2017 49

Calabrio

JANUARY 19, 2017

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. While customer engagement keeps its place as a top priority, in 2017, companies will broaden their focus to include employee engagement, particularly for Millennials.

2017 59

2017 Customer Satisfaction Brands Contact Center 59

BlueOcean

MARCH 3, 2020

The company won a Bronze Stevie in 2017 and a Silver Stevie in 2019. Their success story is focused on the challenges of launching a new consumer line of products designed at increasing brand awareness and gaining market share. Our consumer cybersecurity team members are true A-players at Blue Ocean. About the Stevie Awards.

2020 156

2020 Contact Center Insurance 2017 156

Clarabridge

FEBRUARY 23, 2017

We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. They combine leading-edge technology with customer-centric policies and procedures to improve consumers’ experiences, satisfaction and loyalty for the betterment of their business.

2017 49

2017 Customer Experience Hotels Airlines 49

Second to None

APRIL 3, 2018

In fact, the industry has accrued seven straight years of positive growth, totaling $780 billion dollars in 2017.[1] Another impactful trend in this industry is the proliferation of different ordering technologies. Consumer preferences in the fast-casual industry are shifting towards brands with a great Customer Experience.

Consumers 63

Consumers Brands Rewards Programs Loyalty 63