Confirmit

NOVEMBER 26, 2020

So, your budget is through the roof for 2021, right? In this Forrester report, you learn how to make a solid business case for your work, your team and your budget. Download the report now. As a CX leader, you’re great at understanding the customer experience. Better still, you know what to do to improve it.

CX 52

CX Contact Center Voice of the Customer Customer Experience 52

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021. Increasing Empathy.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Zendesk

DECEMBER 21, 2021

We’re well into the final quarter of 2021, and that means it’s time for the fiscal year to wrap up, year-end statistics to flood in, and 2022 strategizing to begin. It’s 2021: Over 90 percent of consumers research products online before purchasing. Buyers are more informed than ever before. How are you incentivizing repeat buyers?

Sales 98

Sales Social Media CRM B2B 98

Comm100

DECEMBER 2, 2021

In 2021, evolving customer experience trends shook up the financial services industry. This trend doesn’t appear to be slowing at all, with Forrester predicting in a new report , that banks will spend big on technology in 2022. As we look ahead, 2022 promises, even more changes for the financial services industry.

Customer Experience 90

Customer Experience Omnichannel Machine Learning CRM 90

Aquire

JANUARY 18, 2022

According to a Forrester study: 32 percent of brands say they’ll establish pop-up and in-person experiences, with 31 percent establishing or expanding physical stores 59 percent of consumers say they’re likely to look at a product online and buy in-store 54 percent are likely to look at a product in-store and buy online. More consistency.

Omnichannel 98

Omnichannel Social Media Retail Sales 98

Return Customer

MAY 24, 2022

Research by Deloitte and Touche reported that businesses that prioritize customers are a whopping 60% more profitable than those that don’t. And that 1 in 4 customers would pay 10% more just for better customer service as per ShepHyken’s 2021 Achieving Customer Amazement Report. Slow response times.

Customer Acquisition 67

Customer Acquisition Omnichannel Customer Retention Sales 67

1 to 1

JUNE 21, 2021

In a new report, the 2021 US Customer Experience Index , Forrester Research set out to determine how brands did in making abrupt CX changes with very little preparation. Brands Get Rated on Their Pandemic Responses in 2021 Forrester CX Index appeared first on 1to1 Media. The post How’s My CX?

CX 26

CX Retail Customer Experience 26

1 to 1

AUGUST 30, 2021

In its research, “The Forrester Tech Tide : Sales Technologies, Q1 2021,” Forrester finds that digital “front doors” are now the primary way that sales prospects connect with brands—80% of B2B sales will take place in remote and digital settings, elevating the roles of data insight, digital content, and inside sales in the sales process.

B2B 29

B2B Sales Unstructured Data Text Analytics 29

Aquire

JULY 6, 2021

Incredibly, throughout this whole journey, according to Gartner’s 2019 Future of B2B Buying Journey Report, most B2B buyers spend only 17 percent of their time actually talking to you. According to Gartner’s 2019 report, 77 percent of B2B buyers feel that making a purchase is very complicated and time consuming. Stay front of mind.

B2B 116

B2B Customer Journey Map B2C Touchpoint 116

Intercom

JUNE 1, 2021

In a commissioned study by Forrester Consulting on behalf of Intercom undertaken in April 2021, Drive Conversational Experiences for a Future-Ready Customer Support Strategy , we learned that only 37% of support leaders and decision-makers are satisfied with their organization’s current digital channels and solutions.

Machine Learning 116

Machine Learning Actionable Insights Technology Technology 116

Intercom

MAY 25, 2021

We commissioned Forrester Consulting , an independent research firm, to dig deeper into these questions and explore how conversational experiences are fuelling customer retention and business growth for major companies. Since the beginning of the pandemic, 53% of decision-makers surveyed report an increase in conversation volume.

Business Growth 130

Business Growth Customer Relationship Customer Expectations Start-ups 130

Qualtrics

OCTOBER 26, 2021

According to a recent report from the U.S. million Americans quit in August 2021. David Johnson // Principal Analyst // Forrester Research (guest speaker) Dr. Benjamin Granger //Senior Manager & EX XM Scientist// Qualtrics Emily Wilson // Product Marketing Manager // Qualtrics. Report back to employees. Take action.

Start-ups 26

Start-ups 26

Aquire

NOVEMBER 17, 2021

It has been years since Gartner first reported that most companies started competing primarily on CX. percent annually from 2021 to 2028. In fact, Forrester reported recently that over 70 percent of retail sales will come from stores in the next few years. This is good news.

Retail 98

Retail B2C Customer Experience Omnichannel 98

Intercom

AUGUST 24, 2021

But according to a commissioned study by Forrester Consulting on behalf of Intercom from April 2021, Drive Conversational Experiences for a Future-Ready Customer Support Strategy , only 43% of support leaders believe that they can deliver personalized support experiences with their current tech stack.

Start-ups 64

Start-ups Customer Satisfaction Engineering Customer Relationship 64

Zendesk

DECEMBER 8, 2021

companies report that the main challenge they face in optimizing the customer journey for CX is a lack of interdepartmental collaboration. Forrester ). Consumers report that one of the biggest customer service pain points is a lack of connection across all support channels. 40% of U.S. Statista ). Statista ).

Customer Service 98

Customer Service Social Media Artificial Intelligence Omnichannel 98

Intercom

SEPTEMBER 8, 2021

According to a commissioned study conducted by Forrester Consulting on behalf of Intercom in April 2021, Drive Conversational Experiences For A Future-Ready Customer Support Strategy , 59% of support leaders and decision makers find a lack of proactive support to be a barrier to conversational support at scale.

E-commerce 118

E-commerce Customer Satisfaction Start-ups Customer Expectations 118

Shep Hyken

JANUARY 16, 2023

Hult and Forrest Morgeson. The ‘Shocking’ Shift in Brand Loyalty Drivers, Per New Brand Keys Report by Webb Wright. My Comment: This is an interesting report that lists the brands companies are most loyal to. Here are my top five picks from last week. 10 Ways to Boost Customer Satisfaction by G.

Customer Service 14

Customer Service Customer Satisfaction Customer Loyalty Omnichannel 14

Fonolo

JANUARY 4, 2022

81% of Americans report that businesses either meet or exceed their expectations in customer service. Source: Forrester. 27% of Americans report “lack of effectiveness” as their number one frustration with customer service. 37% of customers report using a chatbot on a website. Source: Forrester.

Customer Service 142

Customer Service Social Media Contact Center Artificial Intelligence 142

C3Centricity

SEPTEMBER 24, 2017

A 2016 Forrester report shows that while 72% of businesses say improving customer experience is their top priority, only 63% of marketers prioritize implementing technology investments that will help them reach this goal! What do you think? Harnessing technology to enable companies to adopt a customer-first strategy. They were: 1.

Technology 48

Technology Technology Manufacturing Transportation 48

CSAT.AI

JANUARY 12, 2023

From 2019 to 2021 the number of people working from home tripled according to the US Census Bureau. Indeed, the Forrester data indicates that CX has fallen back to pre 2020 levels. The improvements seen in 2021 are gone. They need skilled, empathetic agents more than ever, as 86% report an increase in call volumes.

Customer Service 85

Customer Service Sentiment Analysis Contact Center CX 85

Intercom, Inc.

MAY 18, 2022

In June 2021, Google confirmed that it will no longer track individuals online via cookies. Our Information Security (InfoSec) team safeguards our customers’ trust in our platform and we are evidenced by our SOC2 Type II and HIPAA attestation reports and ISO27001 certification, so that businesses can collect and store data with peace of mind.

Touchpoint 217

Touchpoint E-commerce Sales Start-ups 217

Comm100

APRIL 9, 2021

To help you on this journey, this blog reveals the key financial services and banking metrics from our 2021 Live Chat Benchmark Report , alongside top live chat best practices that will help you to gain your clients’ trust and loyalty. Wait times are key to any customer service team. Chat duration.

Retail 65

Retail AI Social Media Start-ups 65

ECXO

AUGUST 23, 2023

In 2021, it had a 12.77% share, according to TheBanks.eu. As Forrester reports, here in Germany, just like every other European country (except Italy), customer service has the greatest impact on loyalty and revenue. After all they are still leading the market with the higher market share. Deutsche Bank sits on a high perch.

Predictive Analytics 52

Predictive Analytics CX Retail Business Growth 52

Intercom

JUNE 8, 2021

According to one Microsoft Global State of Customer Service report , 90% of consumers surveyed said that customer service is an important factor in their choice of, and loyalty to, a brand, while nearly two-thirds (58%) would sever their relationship with a business due to poor customer service. Real-time data and reporting (69%).

Customer Retention 111

Customer Retention Business Growth Start-ups Customer Satisfaction 111

Comm100

APRIL 28, 2021

Most live chat platforms come with some degree of reporting capacities, making it easy to monitor key performance indicators (KPIs). See how you stack up: Comm100’s 2021 Benchmark Report found that the average live chat customer satisfaction (CSAT) rate increased by 1.5% Average resolution time.

Net Promoter Score 53

Net Promoter Score NPS Customer Satisfaction Omnichannel 53

CSAT.AI

JULY 27, 2022

Forrester research has repeatedly found that emotion is a greater loyalty driver than effectiveness or ease. In 2021 Catalyst conducted a study of 889 employees in multiple industries to measure the power of empathy, especially during this unprecedented time. Rational loyalty is linked to price, practicality and value.

Customer Service 83

Customer Service NPS CX Customer Relationship 83

Zendesk

DECEMBER 21, 2021

According to the 2020 Live Chat Benchmark Report , companies with over 26 support members saw a 94 percent increase in monthly chat requests. According to the 2021 Forrester study , support agents’ workstreams include access to customer insights and communication tools. AI-powered chatbots. Collaboration tools.

Social Media 52

Social Media AI Touchpoint Start-ups 52

Intercom

JULY 19, 2021

In fact, when we engaged Forrester Consulting, an independent research firm, in April 2021 to explore how channel preferences are changing, they found that preference for messaging-based support has significantly grown since the beginning of the pandemic. How conversational support delivers value across your entire organization.

Machine Learning 64

Machine Learning Customer Satisfaction Sales Education 64

PeopleMetrics

JANUARY 28, 2021

To celebrate PeopleMetrics' 20th anniversary, our Founder & CEO Sean McDade PhD and other members of our team shared key business lessons from the last two decades building and working at PeopleMetrics, reflect on lessons learned from the pandemic, and share tips and inspiration for other business leaders and entrepreneurs as we kick off 2021.

CX 62

CX Pharmaceutical Start-ups Text Analytics 62

Futurelab

FEBRUARY 27, 2022

In addition, focusing on acquisition solves another “problem” that can be a little messier with retention: the ROI is fast and measurable, and CEOs love to report to their shareholders that the business is thriving because their customer base grew by X%. That re-balance begins with a couple of suggestions from Forrester.

Customer Retention 130

Customer Retention Customer Acquisition Touchpoint Gaming 130