ShepHyken

DECEMBER 9, 2024

High customer expectations and the ability to switch to competitors easily mean companies must work even harder to keep their consumers happy. Isabelle shares stats from the 2025 Consumer Trends Report by Qualtrics. Customer loyalty is fragile. 53% of bad customer experiences result in a decrease in spending.

Feedback 77

Feedback 2025 Airlines Hospitality 77

Optimove

AUGUST 20, 2024

The report includes a dozen recommendations for sportsbook operators for the 2024-2025 NFL season. – 84% of bettors plan to bet on games in the 2024-2025 season, compared to 70% last year. For more information about the report and how sportsbooks can optimize the 2024-2025 NFL Season, go here to schedule a demo.

2025 59

2025 2024 2023 Download 59

TechSee

SEPTEMBER 10, 2019

More companies than ever are tapping into the power of AI customer service technologies to enhance efficiency and positively impact the lives of consumers, and with good reason. Consumers benefit too. As self-service technology becomes more sophisticated, both consumers and enterprises are feeling the benefits.

2025 116

2025 Insurance Consumers 2021 116

eglobalis

OCTOBER 14, 2024

For example, the customer expectations for a B2B tech company will differ significantly from those for a consumer-facing retail brand. A universal approach doesn’t work because customer behaviour, expectations, business models, and local cultural nuances vary widely across sectors.

Customer Experience 345

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 345

Eptica

APRIL 1, 2020

Date: Wednesday, April 1, 2020 Author: Steve Nattress What will customer self-service look like in 2025? Author: Steve Nattress Self - service is already a key part of delivering the customer experience that today’s consumers expect. Published on: April 01, 2020.

2025 75

2025 ROI 2020 Hotels 75

InMoment XI

NOVEMBER 1, 2024

Fake reviews are an escalating problem for both consumers and businesses. As consumers grow more aware of this issue, they’re becoming increasingly cautious about purchasing products or services. In fact, over 50% of consumers say they wouldn’t buy a product if they suspected the reviews were fake. With 57.5% In the U.S.,

2025 221

2025 2024 Reference Consumers 221

TechSee

JANUARY 26, 2021

Challenged by continuing uncertainty and perhaps uncharted territory, it has never been harder to predict what lies ahead in the world of consumer trends and customer service. Consumers are frustrated and anxious, facing COVID-19-related health, safety, and financial concerns that impact their needs and expectations.

2021 124

2021 Customer Service 2025 Contact Center 124

TechSee

FEBRUARY 5, 2019

Increasingly tech-savvy consumers now have a greater ability – and desire – to handle issues on their own terms, and the providers which embrace this trend will be able to reap the rewards. Servion has predicted that by 2025, some 95% of customer interactions will be powered by AI. Corporate Collaboration to Benefit the Customer.

2019 173

2019 Customer Experience ROI 2025 173

ShepHyken

OCTOBER 13, 2024

The CX Trends to Watch in 2025 by Melanie Mingas (CX Network) From data utilization to consumer tech and the role of CX in business, there are big changes on the way for CX in 2025 My Comment: It’s hard to believe we’re less than three months away from 2025. Here’s the first list of CX trends I’ve seen.

Article 73

Article 2025 Customer Service 2024 73

CSM Magazine

OCTOBER 24, 2024

UK ecommerce retailers will widen their adoption of artificial intelligence (AI) to include solutions that improve and streamline post-purchase experience in 2025. Current AI adoption by UK online retailers in 2024 Planned AI adoption by UK online retailers in 2025 1. Gen AI for translations and copy writing – 57% 1.

2025 52

2025 Roadmap Retail 2024 52

Alida

JUNE 30, 2017

Vehicle sales are softening, and car ownership is down, especially among younger consumers. Mobility platforms and car sharing apps are giving consumers more reasons to forego owning a car, especially in urban areas. Doing so requires understanding the evolving needs of consumers, including Millennials and Gen Z.

Automotive 138

Automotive 2025 Customer Relationships 2017 138

ShepHyken

NOVEMBER 25, 2024

10 Trends to Guide Your 2025 CX Strategy by NICE (CMSWire) By embracing the power of cloud, digital and AI and aligning your CX initiatives with your customers’ needs, your business won’t just be keeping pace but leading the way in exceptional CX. I have added my comments about each article and would like to hear what you think too.

Article 73

Article 2025 Customer Service 2024 73

Alida

JULY 17, 2017

The decade to come, coined ‘the age of authenticity’, will make the survey as we know it, obsolete by 2025. Namrata identified a key issue with product development where a disconnect between the brand and the consumer meant revenue was often wasted on products that didn’t satisfy customer needs. Stop using spam surveys.

2017 172

2017 Customer Experience Hotels 2025 172

BlueOcean

OCTOBER 30, 2024

With global growth expected to remain flat and underwhelming in 2025, it’s clear that caution is in the air. Consumers are spending as hesitantly as businesses. That means customer expectations are high, and only companies that meet them will gain loyal buyers and thrive in the coming years.

Contact Center 156

Contact Center 2025 Culture Customer Service 156

ShepHyken

OCTOBER 20, 2024

How 5 Brands Use Relationship Marketing to Create Loyal Customers by Industry Dive (Industry Dive) Nearly 70% of consumers will pay more for brands that they love. The fourth annual report draws on insights from nearly 24,000 consumers in 23 countries around the world. That is the epitome of successful relationship marketing.

Article 81

Article 2024 Customer Service 2025 81

ShepHyken

DECEMBER 1, 2024

Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a business’s most crucial operations in 2024, customer service would probably be among the most important ones. So, I’ve compiled over 30 customer experience statistics you should know for 2025.

2024 81

2024 Article Customer Service 2025 81

Currency Alliance

DECEMBER 1, 2020

This is likely why consumers are active in less than half of the loyalty programs in which they are enrolled – 6.7 Winning loyalty programs in 2025. Because consumers are shifting their spending from products to experiences, these companies will respond by offering value-added services. according to the study. Multi-serviced.

Loyalty Programs 52

Loyalty Programs 2025 Loyalty Multi-Channel 52

TechSee

MAY 4, 2021

These gigs are often created to meet consumer demand via the real-time delivery of services. consumers saying they have required technician assistance during the COVID-19. Harvard Business Review reported that businesses dealt with more than double the number of “difficult” customer service calls in the early days of the pandemic.

Customer Service 182

Customer Service 2027 Contact Center Call Center 182

Oracle

JULY 14, 2020

Below is a look at a few of these trends, including contactless consumer experiences, the ability for employees to “Work From Anywhere”, virtual engagements, and the acceleration of messaging as a channel. Contactless consumer experiences: payments. The consumer holds a payment device (e.g.

Customer Experience 111

Customer Experience Consumers Wireless Contact Center 111

TechSee

FEBRUARY 1, 2021

According to Gartner, the number of CSPs investing in artificial intelligence (AI) technologies for improving their infrastructure planning, operation, and products will rise from 30% in 2020 to 70% in 2025. billion by 2025, a CAGR of 21.9% from 2020-2025.

2021 107

2021 Telecommunications 2025 Average Handle Time 107

delighted

OCTOBER 3, 2024

more likely to buy something from TikTok Shop than the average consumer. Consumers are all in on subscriptions Last year, subscriptions generated over $28 billion in revenue – a figure that doubled from just 4 years ago. Those numbers continue to climb: based on consumer demand, the subscription economy is expected to reach $1.5

Retail 93

Retail 2024 2028 Social Media 93

Oracle

DECEMBER 26, 2018

billion by 2025. This year saw further customization of packaging, choosing thumbnail images to display based on consumer preferences. Here’s a closer look at key AI innovations that made a splash in 2018. Chatbots take customer service to the next level. According to Grand View Research , the global chatbot market will reach $1.25

2018 105

2018 Innovation 2025 Healthcare 105

ShepHyken

DECEMBER 16, 2024

The Customer Experience Paradox – and How to Overcome It by MARKETING-INTERACTIVE (MARKETING-INTERACTIVE) As consumers tighten their spending after poor experiences, brands face mounting pressure to prioritise CX or risk losing market share. of midmarket consumer products businesses, according to new research from SAP Insights.

Article 62

Article Customer Service Loyalty Programs 2024 62

NetBase

MAY 27, 2020

The rise in popularity of Direct to Consumer (D2C) sales is accelerating and brands seek to recover from COVID-19. And smart companies are hitching a ride on this fast-moving sales strategy to maximize their presence and connect directly to consumers. And having a more personal approach is precisely what consumers are looking for.

Brands 97

Brands 2025 Consumers Sales 97

Clarivate

DECEMBER 7, 2021

A new report from Clarivate, Luxury brands: Re-calibrating brand strategies for a changing world , looks at how luxury brands – long-standing source of aspiration for consumers – are adapting their brand strategies. The days of conspicuous consumption are over and younger consumers are increasingly courted by brands. Luxury today.

Brands 95

Brands 2025 Fashion 2021 95

TechSee

MAY 24, 2021

billion by 2025. One survey found that 65% of consumers agree that they would rather avoid technician visits due to safety concerns unless absolutely necessary. COVID-19 has thrown a wrench into even the simplest in-home installation. Customers simply do not want to admit technicians into their homes.

Contact Center 124

Contact Center Wireless 2025 2022 124

TechSee

NOVEMBER 27, 2018

AR has emerged as an innovative tool that allows enterprises an almost unlimited opportunity to interact with consumers on their mobile devices. AR is expected to grow into an $80 billion market by 2025, with Google forecasting that hundreds of millions of mobile devices will support AR capabilities in the coming years.

Customer Service 84

Customer Service Contact Center 2025 2022 84

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. Augmented reality (AR) mirrors are changing the way consumers try on clothes, and for many reasons. apparel industry market is the biggest in the world, according to Statista. Tech tailors.

Apparel 92

Apparel Technology 2025 2012 92

TechSee

JANUARY 24, 2019

With Goldman Sachs predicting that AR will be an $80B market by 2025, it seems that more and more forward-thinking companies will be implementing live video interactive assistance. Due your due diligence when checking for a relevant customer base, proven capabilities, and recent success stories.

Contact Center 141

Contact Center 2025 Financial Document 141

Eptica

APRIL 15, 2020

When things return to normality consumers will remember positively the businesses that were helpful and supportive in their times of need - and won’t forget those companies that didn’t provide the experience they expected and required. At times like this, the experience and service brands provide is vita l.

Net Promoter Score 95

Net Promoter Score NPS 2025 2020 95

TechSee

FEBRUARY 16, 2021

consumers reported requiring technician assistance during the current pandemic. According to the January 2021 mid-pandemic survey , 65% of consumers agree that they would rather avoid technician visits unless absolutely necessary and two-thirds (64%) would be more loyal to companies that take extra technical support safety precautions.

2021 109

2021 2025 Technology ROI 109

Kustomer

NOVEMBER 4, 2020

Microsoft predicts that by 2025 as many as 95% of customer interactions will be through AI. Businesses in various sectors have already employed chatbots to better deliver on customer needs and improve the speed at which business can help consumers. Today’s consumers expect personalized experiences to be tailored to their needs.

2021 124

2021 Customer Experience E-support Omnichannel 124

ShepHyken

JUNE 28, 2019

Researchers predict that machines will perform more than half of current workplace tasks by 2025, up from 29 percent today. There are times when consumers need to talk to a real person for reassurance, or for interactions requiring instinct, nuance and flexibility as part of the issues resolution process. Because of that word “current.”

Contact Center 118

Contact Center Blog 2025 2019 118

Comm100

APRIL 22, 2021

By 2025 the chatbot industry is expected to be worth $1.25 Consumer appetite . Because of these improvements in technology, there is an ever-growing consumer acceptance, and even appetite, for chatbots in customer service. “ According to Salesforce, 69% of consumers prefer to use chatbots than speak with an agent.

Brands 98

Brands 2025 Consumers Insurance 98

Kustomer

OCTOBER 7, 2022

Messaging is the future, as consumers most frequently (52%) respond to text messages from businesses multiple times a day. In terms of post-purchase support, it’s becoming best practice to create customer support-specific channels for consumers to reach on social media. Identify CX channels. Measure customer service success.

Social Media 107

Social Media Net Promoter Score Effort Score NPS 107

TechSee

NOVEMBER 19, 2019

However, despite the efficiencies IVR offers, these robotic menus are seldom well received by consumers. This negative experience causes severe frustration – 27% of consumers say they have abandoned calls to a company because they encountered an IVR. But times are changing. The move toward conversational platforms.

Insurance 19

Insurance Customer Journey 2025 Virtual Agent 19

Kustomer

AUGUST 24, 2022

Kustomer went out and surveyed over 3,000 global consumers to understand what changes are occurring in the customer experience landscape. Modern messaging channels are successful for consumers and businesses alike. By 2025 it is predicted that 376.4 The Stickiness of Modern Messaging. That is up by nearly 23% over five years.

Communication 78

Communication Average Handle Time 2025 Consumers 78