InMoment XI

NOVEMBER 16, 2023

An evaluation of roles within the organisation sheds light on various aspects, including customer interactions, management visibility, team composition, and potential upselling opportunities. Download the full summary of our XI Forum Europe 2023 here These elements influence how businesses operate and make decisions.

Workshop 447

Workshop 2023 Healthcare Travel 447

InMoment XI

AUGUST 17, 2023

In this article we will share the three key drivers of NPS identified in our latest report, State of Customer Experience: 2023 UK Consumer Study , conducted in partnership with NPSx by Bain & Company , which reveals how to transform NPS from a numerical score to a strategic advantage! Take The Lead!

Net Promoter Score 370

Net Promoter Score NPS Customer Satisfaction 2023 370

GetFeedback

DECEMBER 26, 2018

Today’s consumers share their opinions and experiences widely, and their peers trust them when it comes time to buy or pass. Companies, of course, want to cultivate a positive brand perception among their target consumers, but it’s a tricky goal. As Brandwatch points out , companies don’t control brand perception—consumers do.

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

GetFeedback

AUGUST 14, 2019

The ACSI is an economic indicator that measures the satisfaction of consumers across the U.S. Preferences for how they interact with your brand today will certainly shift in the future. Measure your Customer Satisfaction Score (CSAT) and its ROI with our interactive calculator. Download the Toolkit. out of 100.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

Retently

NOVEMBER 13, 2024

Increased smartphone and internet accessibility means more people can interact with VFRs. Enhancing CX Through Virtual Fitting Rooms Virtual fitting rooms add a level of personalization and interactivity that was once only possible in physical stores. Retailers are investing in user-friendly interfaces to make the experience seamless.

Retail 144

Retail Social Media Technology Brands 144

Optimove

DECEMBER 31, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Staying ahead of customer engagement trends enables marketers to drive loyalty, increase revenue, and outpace the competition in 2025. Discover which level you are on and how you can move up.

2025 69

2025 Customer Engagement Engagement E Commerce 69

Experience Investigators by 360Connext

NOVEMBER 13, 2014

The latest Retail Customer Experience report, Retail Future Trends 2015 , highlights how both consumers and retailers are feeling about trends in retailing. The survey results from consumers highlighted what customers are really seeking. Want to appeal to consumers in retail? I find this compelling.

Customer Confidence 279

Customer Confidence 2015 Retail Loyalty Programs 279

Customer Bliss

AUGUST 29, 2019

In today’s digital age, never before have consumer journeys and expectations been so diverse. During our research, we found that one-third of respondents will actually walk away from a brand after having a disappointing interaction. Consumers are more likely to share positive interactions with companies than negative ones.

Customer Experience 227

Customer Experience Consumers Travel Download 227

GetFeedback

NOVEMBER 25, 2019

Consumer Shipping: 78%. Click here to download the current industry benchmarks. If you’re on the hunt for a CSAT calculator that will help you measure your score and prove the possible revenue impact of satisfaction, we’ve got just the right thing for you: Our free CSAT interactive calculator. Ambulatory Care: 77%.

Customer Satisfaction 293

Customer Satisfaction Apparel Wireless Insurance 293

GetFeedback

AUGUST 14, 2019

This is because, as a consumer, you’ve experienced buying a car, or ordering a latte, or making an appointment with your doctor a number of times. Take a look: Click here to download the PDF version. . Click here to download PDF version of the list. . Click here to download PDF version of the list. . Download the Toolkit.

Download 268

Download Customer Satisfaction Measurement 2018 268

Optimove

JANUARY 26, 2023

Consumer trust is a crucial component of any successful marketing strategy. As economic uncertainty persists, consumer financial confidence declines (see our recent Consumer Holiday Spending Survey ), and their willingness to spend drops. One effective way of gaining consumer trust is Customer-Led Marketing.

Consumers 105

Consumers Loyalty Brands Retail 105

Thematic

MARCH 20, 2025

In fact, 56% of consumers don’t complain about a bad experience—they just leave. Why this matters: 61% of consumers expect AI to deliver more personalized customer service, and understanding customer sentiment is key to offering better, data-driven improvements. Want to reduce churn?

Social Media 62

Social Media Banking 2027 Roadmap 62

InMoment XI

APRIL 25, 2024

Did you know that over half of financial services consumers say they have low trust in their provider? And, of those consumers, only 34% of them would recommend their brand to friends and family. Since finances are such a personal part of our lives, consumers in the industry are the most withholding of their trust.

Financial 195

Financial Management Banking Insurance 195

Optimove

JANUARY 15, 2025

Take your customer segmentation to the next level with our advanced guide Download Now Every January, businesses around the globe celebrate Get to Know Your Customer’s Day , a reminder of the core principle driving all successful marketing: knowing your customers is essential to creating meaningful engagement and lasting loyalty.

Connections 52

Connections Insights Download 2025 52

CSM Magazine

MARCH 14, 2022

Chatbots and Intelligent Virtual Assistants are on the customer engagement frontlines, interacting with consumers every day. consumers of 18 to 65 years of age. Our survey results reveal that consumers just aren’t sold on chatbot efficacy, and many find chatbot experiences flat-out frustrating.

Consumers 98

Consumers Healthcare Travel 2020 98

TechSee

JULY 18, 2019

Today’s consumers want their lives to be as easy as possible. Businesses hoping to compete in this modern marketplace need to adapt their customer-facing strategies to ensure every interaction is as quick and seamless as possible. What are high-effort customer service interactions? Customer effort matters.

Customer Experience 207

Customer Experience Contact Center Wireless Loyalty 207

Optimove

NOVEMBER 13, 2024

See the difference control groups make in this guide Download Now Why it Matters: Optimove Insights’ latest Report provides a comprehensive analysis of consumer shopping behavior from the 2023 holiday season. Access the Full Report and Explore Customer-Led Marketing To delve deeper into the findings, download the report here.

E Commerce 69

E Commerce Insights Multi-Channel 2023 69

Maru Group

DECEMBER 13, 2022

Consumer Duty raises the bar of regulatory consumer protection in the financial services sector by shifting the regulation paradigm from a process-driven approach to one based on customer outcomes. What are the Consumer Duty outcomes? By Steve Brockway Maru/Matchbox | December 2022.

Consumers 84

Consumers Net Promoter Score Touchpoint Financial 84

Experience Investigators by 360Connext

SEPTEMBER 21, 2021

Your customers are interacting with your organization, calling service numbers, navigating mobile apps, and waiting for products. According to Netfluential’s research, 71% of consumers stated that they were more likely to trust businesses that offer their preferred payment method. They want to ensure it’s a trusted way to pay.

Customer Journey 373

Customer Journey Reference Customer Journey Mapping Brands 373

Thematic

FEBRUARY 24, 2025

Analyze customer interactions across multiple touchpoints. Studies show that 73% of consumers will switch to a competitor after multiple bad experiences, and more than half will leave after just one. Live chat and support interactions – Collect real-time feedback from customer service exchanges.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

Alida

FEBRUARY 1, 2017

Consumer expectations are high. Wunderman’s research reiterates that consumers want more from the companies they do business with. According to the study, 79 percent of consumers in the U.S. Understand the values of your consumers. consumers feel more loyal to brands that demonstrate an understanding of their needs.

E-support 159

E-support Competitive Advantage Touchpoint Consumers 159

Alida

JANUARY 19, 2017

Sales in athletic apparel rose 12 percent in 2016 , according to the market research firm NPD, as more consumers wear their workout clothes outside the gym. Here’s a look at the different tactics retailers are experimenting with—and why consumer insight needs to be part of the mix as companies try new ways of reinvigorating sales.

Retail 167

Retail Apparel E Commerce 2016 167

TechSee

OCTOBER 7, 2024

For a more detailed analysis, be sure to download our comprehensive white paper and industry report. By automating and visually enhancing customer interactions, companies can significantly reduce operational costs. Ready to realize the financial and environmental benefits of visual AI?

ROI 124

ROI White Paper Travel Return on Investment 124

Kustomer

MARCH 14, 2022

While phone support isn’t going anywhere, when you force consumers to switch platforms in order to get their questions answered, you give them a reason to abandon their purchase or generate negative feelings. The less effort, the better — and with the digital-first consumer, chat is often better. Why Consumers Love Chat.

Consumers 92

Consumers E-support Customer Service Representative Social Media 92

Optimove

DECEMBER 14, 2023

Enhance your customer segmentation with our advanced guide Download Now Informed by our work with thousands of marketing experts representing 1,200+ brands and exclusive insights from our surveys of more than 2,000 consumers, here are the pivotal latest marketing trends we see shaping the landscape in 2024.

2024 119

2024 Marketing Consumers Download 119

Optimove

DECEMBER 10, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: Marketers will learn how AI and Generative AI are revolutionizing the industry by putting creativity back into their hands, enabling them to craft meaningful campaigns faster and with greater precision. Speed Meets Creativity Speed can often come at the cost of creativity.

Multi-Channel 52

Multi-Channel 2012 Download Innovation 52

Optimove

JANUARY 1, 2025

How AI is Transforming CDPs Download Now >> Why it Matters: This blog highlights how embracing AI while maintaining human strategy, judgment, and creativity will be key to staying ahead in 2025. However, hyper-personalization isnt just about algorithmsits about understanding the emotional and cultural context of customer interactions.

2025 52

2025 Marketing Omnichannel Touchpoint 52

TechSee

SEPTEMBER 30, 2024

In this blog, we explore the role of generative AI in CX and how these cutting-edge technologies are redefining CX in the telecom, smart home, home security, and consumer electronics industries. To gain deeper insights into the impact of these technologies, make sure to download our white paper.

White Paper 109

White Paper Automotive Download Customer Satisfaction 109

Optimove

OCTOBER 15, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: For marketers, this post highlights the importance of responsible AI usage in a rapidly evolving digital marketing landscape, ensuring ethical practices that protect consumer trust. This foster trust and helps consumers understand AI-driven decisions.

Innovation 52

Innovation Marketing 2012 Download 52

BlueOcean

DECEMBER 18, 2018

While AI capabilities in the contact center are still evolving, AI offers powerful opportunities to drive cost out of your business and improve the customer experience (and let’s be real, a growing segment of consumers simply prefer automated or self-serve support) – so asking your potential strategic partners the right questions is critical.

Contact Center 195

Contact Center Measurement Metrics Omnichannel 195

InMoment XI

MAY 2, 2024

Almost all consumers, 95% to be exact, will read an online review before purchasing a product. Your online reputation is also a significant factor in the way your customers perceive and interact with your brand. Almost 70% of consumers trust the opinions of other consumers more than paid advertisements.

Retail 195

Retail Customer Retention Management 2024 195

Kustomer

JUNE 27, 2022

In a post-pandemic world, consumers have undergone an inadvertent shift in mindset and expectations surrounding customer experience (CX). Today’s consumer, as a result, finds great benefit in a hybrid customer experience that combines the spark of human communication and the convenience of sophisticated digital assistance.

Consumers 84

Consumers Customer Experience Social Media Poor Customer Service 84

TechSee

OCTOBER 23, 2018

consumers abandoned a brand due to lack of personalization and trust. AI uses interaction history to develop a specific profile of each customer, allowing them to deliver high levels of personalization in customer engagement. Using AI to enhance interactions with customers is quickly gaining traction.

Customer Service 157

Customer Service 2007 Virtual Agent 2018 157

Kustomer

MAY 25, 2022

You read that statistic correctly: 77% of consumers under 25 say that chatbots are helpful, according to Kustomer’s own survey data. Today’s consumers expect a high level of customer support and they expect it on multiple channels. What does this mean for the future of customer experience channels? Benefits of SMS Customer Support.

Consumers 98

Consumers Social Media Customer Experience 2022 98

UJET

OCTOBER 22, 2020

And savvy brands understand that mobile is more than just a channel; it’s a paradigm shift in the way we, as people, interact with each other—and with the brands we love. Since both pet owners and pet sitters interact with Wag! As food-delivery demand soared in the wake of COVID-19, Instacart saw app downloads skyrocket more than 200%.

Omnichannel 90

Omnichannel Consumers Brands Contact Center 90

Thematic

MARCH 20, 2025

Personalizing Customer Interactions with Sentiment Analysis Ever contacted a company when you were angry, only to get a tone-deaf response? Instead of automating customer interactions, AI text analytics provides businesses with deeper insights into customer emotions, helping them personalize service strategies based on real feedback.

Customer Service 62

Customer Service E-support Feedback Insights 62

Optimove

MARCH 12, 2025

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: Retailers must implement strategic marketing efforts to drive early sales and maintain long-term success. Download Now: 9 creative email tactics Download Now>> #5. These sneakers would go perfectly with that hoodie!

Retail 52

Retail Sales Marketing E Commerce 52