TechSee

JANUARY 2, 2019

If you’re in the Smart Home or Smart City business, CES 2019 is a must visit. CES 2019 Smart Home Sessions Not to be Missed. Speakers: · Stan Farnsworth, Chief Marketing Officer, NovaCentrix Corporation. · Dr. Stephan Kirchmeyer, Marketing Manager, COPT Center. Smart Home Startups to See at CES 2019.

2019 174

2019 Innovation Entertainment Events 174

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Three key drivers are at the core of this.

2019 173

2019 Customer Experience ROI 2025 173

CloudCherry

AUGUST 26, 2019

Gartner found that over 80% of organizations expected to compete mainly based on CX in 2019. If you’ve ever felt frustrated because you sent out yet another marketing email that missed the mark, this information shouldn’t come as a surprise. CX leaders outperformed laggards in the stock market by 79.9% Request a demo.

B2B 199

B2B 2019 Insights 2010 199

TechSee

OCTOBER 31, 2018

This growth is expected to continue, with Technavio predicting that the global telecom IoT market will post an impressive CAGR of more than 42% by 2020. The post 4 AI Trends that will Transform the Telecom Industry in 2019 appeared first on Techsee. The driver for this growth? Artificial intelligence (AI).

2019 100

2019 Telecommunications Average Handle Time Call Center 100

Beyond Philosophy

DECEMBER 27, 2019

The Biggest Thing We Learned in 2019. If there is one thing we have learned in 2019, it is that customers give us a lot to think about regarding their behavior. To find out more about how your organization’s marketing can improve customer loyalty and retention, contact us at www.beyondphilosophy.com.

2019 131

2019 Loyalty Customer Retention Consulting 131

CloudCherry

SEPTEMBER 6, 2018

But in today’s market, there are very few platforms that truly put the power of predictive into the hands of every stakeholder. The post The Definition of Predictive Analytics in 2019 appeared first on CloudCherry. In the future, predictive analytics will be a requirement for any Voice of the Customer platform vendor.

Definition 221

Definition 2019 NPS Financial 221

ShepHyken

JULY 22, 2019

My Comment: Companies are using social media customer care/service to increase loyalty and gain market share. Top 14 Ways to Create a Great Customer Experience Strategy in 2019 [Updated] by Amritpal Dhangal. That’s marketing! The post 5 Top Customer Service Articles for the Week of July 22, 2019 appeared first on Shep Hyken.

2019 120

2019 Article Customer Service Social Media 120

Experience Investigators by 360Connext

OCTOBER 17, 2018

We aim for an exceptional “journey” for our customers but are only referring to marketing. I’m really excited to be a part of Customer Contact Week as they celebrate 20 years in 2019! Join me and 550+ Customer Contact and Customer Experience executives in Nashville for CCW Nashville 2019. Get the full agenda here!

Leadership 283

Leadership Culture Customer Centricity 2019 283

Alida

JULY 15, 2019

We at Vision Critical are proud to announce the winners of our 2019 Visionary Awards. These annual awards showcase clients that demonstrate excellence in utilizing customer insights to improve their organization’s performance in product innovation, customer experience, and marketing effectiveness.

2019 140

2019 Customer Centricity Innovation Customer Insights 140

ShepHyken

MARCH 25, 2019

Survey: Customer experience trends 2019 by Lynne Capozzi. ClickZ commissioned a study that included responses from more than 5,000 and 500 marketers. Live from ModernCX 2019: 3 Days of Customer Experience Takeaways by SmarterCX Team. (I wrote a book on it!) ” Key findings from the report. It’s a great report.

2019 112

2019 Article Customer Service Competitive Advantage 112

ShepHyken

AUGUST 19, 2019

They look specifically at the customer service experience of 500 US-based brands in “high-growth mode” in the month of May 2019. 3 Ways Marketing Creates Customer Experience Leadership by Lynn Hunsaker. Clear Action) Marketing’s role in customer experience leadership can be powerful, especially if it’s managed holistically.

2019 121

2019 Article Customer Service Leadership 121

Alida

AUGUST 16, 2016

The 2015 edition of the GreenBook Research Industry Trends report shows that 50 percent of market researchers now use online communities. The social business market, which runs largely on community platforms, is expected to reach $23 billion by 2019. Advisory firm IDC expects the worldwide online communities market to reach $1.2

2015 0

2015 Social Media 2012 2019 0

BirdEye

MAY 6, 2021

There’s a reason why Birdeye is the #1 Experience Marketing platform on the market. Birdeye has been named an overall leader in categories as diverse as SMS Marketing, Experience Management, and Online Reputation Management for 12 consecutive quarters. G2 SMS Marketing Awards – 8 awards. 2021 G2 Spring awards.

Marketing 98

Marketing 2021 Magazine 2019 98

ShepHyken

MAY 27, 2019

3 Reasons Why Marketing and Support Teams Should Work Together by Valeriya. SeesionStack) In this blog post, I’ll focus only on the role customer support plays in a successful marketing strategy. Just a few years ago it was said customer service is the best marketing strategy. Follow on Twitter: @Hyken.

Article 108

Article 2019 Customer Journey Mapping Customer Service 108

Beyond Philosophy

JANUARY 28, 2019

We have had clients like Ricoh Canada that improved their Customer Experience, which led to a rise in sales by 10%—and that was in a shrinking market. This analysis is something marketers have engaged in for years, but it has been rebranded to sound sexy. Obviously, if you can point to an increase in revenue, do that.

2019 139

2019 ROI Net Promoter Score Fashion 139

Experience Investigators by 360Connext

OCTOBER 17, 2018

We aim for an exceptional “journey” for our customers but are only referring to marketing. I’m really excited to be a part of Customer Contact Week as they celebrate 20 years in 2019! Join me and 550+ Customer Contact and Customer Experience executives in Nashville for CCW Nashville 2019. Get the full agenda here!

Leadership 227

Leadership Culture Customer Centricity 2019 227

Thematic

AUGUST 7, 2019

Calculating the ROI of CX: The Complete Guide 2019 Chapter 1: Introduction – ROI or Die! The total percentage of customers you would need to replace using marketing is 8% * 40,000 = 3208 customers. The post Calculating the ROI of CX: Complete Guide 2019 [Includes Spreadsheets] appeared first on Thematic.

ROI 123

ROI 2019 NPS Metrics 123

Fox Metrics

JUNE 25, 2020

Not long ago, all a business needed to run digital marketing ads was a website and Facebook page. 76% of respondents of the Adobe 2016 Digital Trends Report think that marketing has changed more in the last two years, than the previous fifty. Marketing trends in 2020 call for a radical approach with fresh concepts. Voice Search.

2020 111

2020 Marketing Social Media Advertising 111

ShepHyken

JUNE 10, 2019

(CallMiner) In this article, you’ll find expert tips on effective VoC survey design, as well as suggestions for effective questions that dig deeper and provide measurable, actionable insights that can inform your marketing and customer service initiatives. The common theme is that they are short and easy on the customer.

Article 115

Article 2019 Customer Service Customer Service Training 115

InMoment XI

NOVEMBER 2, 2022

Imagine if you were still operating your business in the same way you were in 2019. InMoment recently held a webinar with representatives from Forrester, an independent market research firm, to give you the answers you need about CX ROI. Your brand vision should answer the question “What do I want my brand to be for the market?”

ROI 370

ROI Return on Investment Airlines Call Center 370

BlueOcean

FEBRUARY 25, 2019

But the subscription services market is on fire, growing by more than 100% in five years. Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy? Are You Using 1999 Metrics to Measure 2019 Customer Care? Obviously, subscriptions and memberships aren’t a new phenomenon by any stretch of the imagination.

Customer Experience 290

Customer Experience Contact Center 2019 Customer Care 290

ShepHyken

SEPTEMBER 23, 2019

billion in 2019 — a 44% increase over 2018. Content marketing, social media, customer feedback, customer support, and training and analytics… These aren’t just buzz words. The post 5 Top Customer Service Articles for the Week of September 23, 2019 appeared first on Shep Hyken. (CMSWire) Artificial intelligence (AI) is here.

2019 104

2019 Article Customer Service Customer Journey Mapping 104

Alida

SEPTEMBER 30, 2016

The online community market is now approaching $1 billion in value, and it’s a space that’s projected to continue to grow. DEWALT, the leader in the professional power tool market, recently revealed that it has saved close to $6 million in research costs alone since launching its insight community. TWEET THIS STAT ). TWEET THIS STAT ).

ROI 254

ROI 2016 E-support Sports 254

Oracle

JULY 24, 2020

Virtual gaming has created an entirely new digital marketing frontier for advertisers to engage with customers. The gaming industry, in fact, generated $120 billion of revenue in 2019, a number that looks to keep rising. Let’s look at 3 ways your company can effectively connect in a virtual space.

Marketing 106

Marketing Sports Advertising 2019 106

ShepHyken

SEPTEMBER 16, 2019

Six Tips for Creating a Stellar Customer Experience on Multiple Marketing Channels b y Chanell Turner. The post 5 Top Customer Service Articles for the Week of September 16, 2019 appeared first on Shep Hyken. So, when I see an article about Nike’s CX strategy, I take notice… And you should, too! Follow on Twitter: @Hyken.

Article 104

Article 2019 Airlines Customer Service 104

Hallmark Business Connections

MARCH 9, 2021

If you’re a brand marketer, that meant pivoting your strategy to account for the “new normal,” tossing out (or heavily revising) now-defunct messaging, and collaborating with teammates over Zoom rather than in person. How to Market Across Generations During a Pandemic. Embracing Multigenerational Marketing Through Direct Mail Efforts.

Marketing 97

Marketing Brands 2020 2021 97

CloudCherry

NOVEMBER 11, 2019

When it comes to our Finalists for CloudCherry’s 2019-2020 CX Championship, there’s no such thing! SO, without further ado, our Top TWELVE CX Champ 2019-2020 Winners are: In the Category of PRACTITIONERS-. Jeremy Watkin – Manager of Product Marketing at 8X8. And that, friends, is our CX 2019-2020 dazzling dozen.

2019 170

2019 2020 Leadership Consulting 170

Oracle

APRIL 1, 2019

In 2019, there’s a fundamental shift in the way brands think about omnichannel, as every part of the CX becomes crucial. The post 4 Ways Omnichannel Customer Experience Will Change in 2019 appeared first on SmarterCX. Here’s how the view of omnichannel is evolving in the year ahead.

Omnichannel 108

Omnichannel 2019 Customer Experience B2C 108

Oracle

MARCH 4, 2019

Here are 4 tips for improving the digital customer experience in 2019. The post 4 Digital Customer Experience Strategy Tips for 2019 appeared first on SmarterCX. Identify and audit customer journeys for ease.

2019 110

2019 Customer Experience Feedback Customer Journey 110

Experience Investigators by 360Connext

JANUARY 28, 2020

Only 30% of Sales leaders strongly agreed they can even measure customer experience improvements , in a study by Oracle in 2019. Your leadership team and executives probably understand that it’s not acceptable to simply skip investing in sales, marketing or customer service. So what’s a fearless CX champion like you to do?

2020 250

2020 Net Promoter Score ROI Metrics 250

CloudCherry

AUGUST 19, 2019

Companies just can’t compete on product and price point alone anymore, and 80% of organizations expect to compete based on customer experience (CX) in 2019 and beyond. For example, customer data that is essential to your marketing team may not be as important to your customer service team.

Customer Centricity 218

Customer Centricity Culture Insurance 2019 218

CloudCherry

FEBRUARY 26, 2019

It can also help organizations take a more informed stand on how they would like to approach analytics, based on current trends and guide them towards framing a more data-driven analytics framework for 2019. In this blog, we will discuss the key highlights of this report. Let’s dive right in and find out what the report has in store for us.

2018 256

2018 2014 Measurement Retail 256

CX Accelerator

NOVEMBER 26, 2019

What a year 2019 has been, for the customer experience profession in general, and this community of professionals. Community member and facilitator Jeremy Watkin shared how his new role at 8x8 is going, and had this to say: “I’ve been in the “what the heck is product marketing?” Let’s face it; CX work is challenging.

Contact Center 243

Contact Center 2019 2020 Airlines 243

Experience Investigators by 360Connext

OCTOBER 27, 2020

Customer expectations change, your market changes, and your customer lifecycles change, too. The in-person “how are we doing” tablet-based VoC experiences may have provided lots of great feedback in 2019. Create a plan to consistently review your Voice of the Customer listening posts and the feedback you gather.

Customer Journey 359

Customer Journey Social Media Feedback Customer Journey Mapping 359

CloudCherry

JANUARY 22, 2020

Where once VoC could be characterized by tailored interactions and traditional market research initiatives like customer feedback surveys, there are now more CX channels than ever, so new technologies are warranted. Your VoC program isn’t just a project for the marketing or customer service department — it affects the entire company.

White Paper 243

White Paper Social Media Feedback 2019 243

NetBase

JULY 3, 2020

Will 4th of July marketing fizzle out this year? In 2019, 47+ million Americans traveled over 50 miles to celebrate with family and friends. In 2019, over $1 billion was spent on fireworks. And a whopping $1B+ was spent on fireworks in 2019! And this is where consumer and market intelligence can offer insight.

Brands 95

Brands Marketing Travel 2019 95