ShepHyken

SEPTEMBER 15, 2017

This week we feature an article by Lindsay Tjepkema who writes about how artificial intelligence marketing (AIM) is becoming more important to our success in engaging with customers. Brands are looking to AI to ramp up their marketing activities , taking what was once viewed as a science fiction fantasy and integrating it as a useful tool.

Marketing 483

Marketing Advertising Big data Personalization 483

Cisco - Contact Center

FEBRUARY 1, 2024

Cloud Trends There are two major global trends that are shaping the cloud market. Customers across various segments are on a cloud adoption and cloud-native journey as they embark on application… Read more on Cisco Blogs

Marketing 98

Marketing Government 98

ShepHyken

JUNE 17, 2022

This week we feature an article by Devin Pickell, Growth Marketing Manager at Privy. He shares the five consumer trends organizations can use in their next campaigns and strategy. After careful research and talking with other brands, we put together five consumer trends that will take shape over the next few years.

Abandon rate 167

Abandon rate Marketing Personalization Sales 167

Beyond Philosophy

JANUARY 8, 2018

From changing titles but not behavior to a poor understanding of what customers want, the trends are troublesome. However, after probing further, I learned he was in market research a year ago and changed his job title. Many people jumped on the bandwagon and like my friend in market research, changed their job titles.

Customer Experience 314

Customer Experience Consulting Consulting Marketing 314

Beyond Philosophy

NOVEMBER 23, 2016

The market penetration is staggering. When it comes to mobile experience, there are three trends of which every organization should be aware. Trend #1: Efficiency. Trend #2: Accessibility. Trend #3: Security. The fact is that these trends in mobile UX are common sense.

Customer centricity 419

Customer centricity Customer Experience Marketing 419

Fonolo

DECEMBER 8, 2023

Contact center trends move fast, which makes trend-spotting an invigorating sport for those who dare to participate! Today’s trends are tech-driven Today’s top customer service story is all about technology. Our 2024 trends document covers it all. In a tight labor market, this is a very big deal.

Contact Center 81

Contact Center Big data Chatbots Scripts 81

Lumoa

AUGUST 5, 2022

The significant rise in prices has caused a major shift in not only consumer sentiment, but also in the actual purchase behavior of customers, and with it, all other major retail trends. Determine the Feedback Trends. This will allow you to analyze raw historic data and unveil prior trends that can be used currently.

Feedback 83

Feedback Marketing Metrics Benchmark 83

Outsource Consultants

JANUARY 24, 2024

To stay ahead of the curve, it’s important to understand the key trends shaping the BPO landscape. That’s why Outsource Consultants has put together a sneak peek into just some of the regional trends highlighted in our 2024 BPO Market Trends and Pricing eBook. Ready To Navigate the Evolving BPO Landscape?

outsourcing 67

outsourcing Consulting Consulting Call Center 67

IdeasUnlimited

FEBRUARY 14, 2024

With a wealth of experience and a commitment to excellence, IdeasUnlimited proudly introduces its sister company The Digital Edge with a vision to transform ideas into results, by providing professional digital marketing services to businesses worldwide.

Marketing 98

Marketing Engineering industry standards Advertising 98

Jon Arnold

NOVEMBER 23, 2022

1, Five9 is running the 2022 edition of their CX Summit Canada, and I’ve been brought back again to provide an overview of the contact center market. On Thursday, Dec. I’m part of a larger program running through the day - all of it virtual - and later, I’ll be joining an in-person reception in downtown Toronto.

Contact Center 87

Contact Center Marketing Personalization 87

DMG Consulting

AUGUST 1, 2022

Top Trends in the Contact Center Infrastructure Market. The contact center infrastructure market has become one of the more attractive technology sectors during the past two years, catching the attention of some of the big names in the technology world, including Salesforce, Zoom and Facebook. August 1, 2022 Donna Fluss.

Contact Center 48

Contact Center Marketing Self service Enterprise 48

Fonolo

NOVEMBER 17, 2020

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. Read the Full Industry Report Here: Contact Center Trends 2021. Contact Center Trends 2021. Find Out the Rest of the Trends: Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Totango

NOVEMBER 27, 2023

The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms. Analyzing extensive datasets to forecast trends. Market presence: Revenue and number of customers. Refining post-sale strategies to better understand and meet the needs of customers.

B2B 91

B2B CRM Enterprise Upselling 91

Spearline

JUNE 2, 2022

We may have (mostly) emerged from the restrictions that forced this change, but there is undoubtedly a longer term legacy for contact centers, and impact on future contact center trends. So what are the contact center trends for 2022? And, more specifically, what are the contact center technology trends for 2022?

Contact Center 98

Contact Center Technology Cloud contact Business Process Outsourcing 98

Zappix

MARCH 21, 2024

As we embark on the journey of 2024, let’s explore some key customer service trends shaping the industry. Emphasis on Self-Service Options While many customers still prefer human interaction, there’s a growing trend towards self-service options.

Customer Service 52

Customer Service Self service Chatbots Analytics 52

Helpware

MARCH 21, 2023

Marketing’s evolvement from traditional to digital represents the latest stop of a long journey. Throughout history, marketing kept pace with the market’s tendencies to develop new tastes and preferences. And when the pandemic changed consumers’ purchasing habits yet again, digital marketing came to the rescue.

Marketing 79

Marketing 79

Fonolo

JANUARY 26, 2023

We asked nine influencers and leaders in the CX and contact center spaces to weigh in on the biggest trends for 2023. Agent Empowerment The evolving role of the agent in the contact center was one key trend many of our influencers are watching. And their answers may not be what you expect.

Contact Center 126

Contact Center Agent Empowerment Self service Employee engagement 126

Contact Center Pipeline

OCTOBER 30, 2018

Trends drive business and social behavior, which is why we are always interested in observing and analyzing those that will impact contact centers and their suppliers now and into the future. Following are five over-arching business trends from Pelorus Associates’ latest report, 2018 World Market for Workforce Management Systems Market.

Contact Center 225

Contact Center Marketing Management Call Center 225

TechSee

DECEMBER 16, 2021

In the last few years, the customer service industry has been upended by a combination of new pandemic-driven ways of working, the growing trend of digital transformation, and the continuously rising bar for positive customer service experiences. Let’s look at some of the trends that are expected to drive this year’s priorities.

Call Center 124

Call Center Self service Gamification Contact Center 124

JivoChat

DECEMBER 26, 2022

Knowing the TikTok trends that are making success in the platform is very important for marketing professionals and digital influencers who want to boost their profile or a brand profile. When you keep updated with trending videos and hashtags, it becomes easier to have ideas for your content as well. What Are TikTok Trends?

Sales 75

Sales Marketing Personalization 75

Zappix

SEPTEMBER 8, 2022

The technology market has evolved dramatically over the past 10 to 15 years, and it is almost unrecognizable compared to where we were in the early 2000. These major dynamics have also impacted the Customer Experience domains and are transforming CX.

Marketing 52

Marketing Technology Customer Experience 52

SmartAction

MARCH 7, 2023

After several years of steady growth, 2023 marks the year when the global conversational AI (CAI) market should really take off. What are the key drivers of this explosive growth in the CAI market? Let’s take a closer look at the top CAI trends to follow – both in 2023 and beyond.

Multichannel 82

Multichannel Virtual Agent Self service Accountability 82

ProProfs Blog

JANUARY 18, 2022

Market research questions can help you capture the best insights when you are up for launching a new product or a feature. Sending out such surveys about market needs and preferences enables companies to understand how their target market feels and behaves. But why market research surveys ? Continue reading to find out.

Marketing 145

Marketing Surveys Feedback Education 145

CSM Magazine

SEPTEMBER 19, 2023

The digitisation of marketing has ushered in an era of unprecedented possibilities. AI, with its predictive analytics, personalisation capabilities, and data processing prowess, is fundamentally reshaping the landscape of B2B marketing. Enhanced Data Analysis : B2B marketers often grapple with vast amounts of data.

B2B 100

B2B Marketing Chatbots Sales 100

CSM Magazine

FEBRUARY 7, 2024

Numerous trends from the previous year will persist and exert influence on the talent and recruitment domain. Here, we will emphasize a few of these trends, such as skills-based hiring, the ongoing power dynamics between employees and employers, and the undeniable impact of AI.

Analytics 52

Analytics Education Marketing Technology 52

TechSee

DECEMBER 31, 2019

To help you plan, we’ve highlighted nine of the biggest customer service trends for 2020. Armed with the right tools, agents with the freedom to work on their own terms will be better engaged and motivated, enriching customer experience and reducing churn dramatically, making it one of the key customer service trends for 2020.

Customer Service 136

Customer Service Analytics Chatbots Self service 136

Peter Lavers

JULY 24, 2020

Market Conduct & Treating Customers Fairly – these are regulated in Financial Services, and it’s worth checking out these good principles and outcomes if you’re not in that sector, as scrutiny in these things isn’t far down the road. If this has been just another silo tagged on to the periphery of your business, you’re at real risk.

B2B 130

B2B Accountability Marketing Sales 130

Voiptime

DECEMBER 5, 2022

As you could guess, such a market disposition makes companies seek modern and effective tools and tactics to improve customer service and, what’s more vital, meet customer expectations and needs to become more competitive and profitable. Thus, the main thing to understand is what the customer service trends in 2022 look like.

Customer Service 75

Customer Service Customer retention Sales Marketing 75

Nicereply

NOVEMBER 15, 2022

Customer service trends of 2023! To that end, we asked them one simple question: what will be the customer service trend in 2023? Top customer service trends of 2023. The trend for 2023: Leveling up the AI paths of a customer’s support journey to improve deflection and focus more on retaining strong support agents.

Customer Service 98

Customer Service Metrics Employee engagement Customer Support 98

Lumoa

NOVEMBER 7, 2022

And just like these new phrases have become commonplace now, new customer experience trends are popping up as well. Staying on top of trends means that your organization won’t fall behind. 7 Customer Experience Trends to Know in 2023 Here are seven trends that will keep your customer experience strategy on top. #1

Customer Experience 83

Customer Experience Feedback Surveys Analytics 83

Global Response

JANUARY 22, 2024

The global business process outsourcing market is worth more than $260 billion. What outsourcing trends and developments are driving such significant growth? Businesses can use AI to forecast market trends, customer behavior, and operational challenges. Analysts predict it will double by 2032.

outsourcing 62

outsourcing Healthcare Best practices Business Process Outsourcing 62

Helpware

OCTOBER 3, 2023

Marketing is a cornerstone of thriving businesses, perpetually evolving with each technological leap. With the swift rise of AI, marketing strategies and approaches have undergone a significant transformation. So enjoy the enlightening and eye-opening insights from our marketing guru.

Marketing 85

Marketing Technology 85

LiveVox

OCTOBER 31, 2023

Between the ongoing labor shortages, inflation, ongoing pandemic, and the volatility of the stock market, it is hard to predict what’s in store for 2023 retail. The post Retail Customer Experience Trends in 2024 appeared first on LiveVox. Customer service teams are primed to swoop in.

Customer Experience 52

Customer Experience Education Marketing Customer Service 52

Upstream Works

JANUARY 31, 2023

CX must always remain the primary focus for the contact center –this recent blog post identified two 2023 trends that will have a major impact on CX. This post examines two leading AX trends for contact center leaders to focus on. The post Top Agent Experience (AX) Trends of 2023 appeared first on Upstream Works.

Contact Center 78

Contact Center Journey mapping Analytics Customer centricity 78

TechSee

FEBRUARY 1, 2021

This growth is expected to continue: the IoT telecom services market was estimated to grow from $2.90 Emerging trends in telecom sector. Conversational AI platforms – known as virtual assistants – have learned to automate and scale one-on-one conversations so efficiently that the market is expected to grow to $13.9

Telecommunications 107

Telecommunications Chatbots Big data Average Handle Time 107