Spearline

JUNE 2, 2022

So what are the contact center trends for 2022? And, more specifically, what are the contact center technology trends for 2022? In a Gartner poll of customer service and support leaders, respondents said they expected their tech spend to grow substantially in 2022 – up 7.6%. reduction in spending.

Contact Center 98

Contact Center Technology Cloud contact Business Process Outsourcing 98

ShepHyken

SEPTEMBER 26, 2022

CMSWire) Gone are the days when a simple survey could tell you everything you need to know about your customer experience. Traditionally, decision-makers and marketers have relied on surveys to measure customer success. And according to the author of this article, there is more to consider than just customer surveys.

Customer Service 174

Customer Service Customer retention Analytics Surveys 174

Satrix Solutions

FEBRUARY 1, 2022

Have you heard someone utter that statement or even proclaim, “I never respond to surveys”? Thankfully this attitude towards surveys is relatively rare in B2B. However, as a CX consultancy, we occasionally hear (or read) very negative reactions when inviting someone to participate in a survey on behalf of our clients.

Surveys 78

Surveys B2B Feedback Technical Support 78

HelpCrunch

JANUARY 6, 2023

Walker’s report “Customer 2020” predicted that by 2022, price and product would [ … ]. The post How to Create Live Chat Survey Questions to Improve Customer Service appeared first on HelpCrunch blog.

Surveys 127

Surveys Customer Service Customer centricity Customer Experience 127

Lumoa

MARCH 17, 2022

Lumoa Product News for March 2022 New preview for Lumoa Surveys Lumoa Surveys through the UI just got a lot better! New Preview gives you a real time view in to your survey Available in any language Complete Feedback Lifecycle – Make the survey, send it to your customers, analyze the results all in Lumoa!

Surveys 78

Surveys Best practices Accountability Feedback 78

ShepHyken

MARCH 14, 2022

MarTech Cube) Amid ever-rising consumer expectations, supply chain disruptions, and less access to third-party data, Yotpo’s annual State of Brand Loyalty survey reveals just how hard brands have to work to earn loyalty that drives positive business outcomes. The New Reality of Loyalty: Consumers Want Brands To Earn It by PRNewsWire.

Journey mapping 186

Journey mapping Customer Service Entertainment Call Center 186

ShepHyken

APRIL 25, 2022

Retail Customer Experience) More than half, 60%, of consumers would rather sit in a traffic jam than have a poor customer experience, according to a Telus International survey. Apparently, 60% of the consumers surveyed would rather sit in a traffic jam than have a poor customer experience. The headline is a fun one.

Customer Service 165

Customer Service B2B Surveys Best practices 165

Lumoa

DECEMBER 17, 2022

Lumoa’s biggest features for 2022 Another year down! Create your own surveys in Lumoa! Use the Survey Hub create surveys in Lumoa, then send those surveys to customers and start collecting feedback! The post Product News – December 2022 appeared first on Lumoa. Crazy how time flies.

Feedback 78

Feedback Surveys APIs Marketing 78

ChurnZero

DECEMBER 27, 2022

To help you sift through it all, we’ve put together a greatest-hits compilation of our most popular content and product releases of 2022. Top ten Customer Success resources of 2022. 5/ 2022 Customer Success leadership study. 10/ BIG RYG 2022 keynote sessions. Top five ChurnZero product releases of 2022.

Benchmark 90

Benchmark Metrics Accountability Enterprise 90

Lumoa

JULY 17, 2022

Lumoa Product News for July 2022 We now offer feedback translation to German! The post Product News – July 2022 appeared first on Lumoa. By default, when a feedback gets summited to Lumoa, we translate it into English, then look at it’s sentiment, etc. This is really beneficial for German focused customers! Thanks for reading!

Feedback 78

Feedback Surveys Customer Experience Management 78

Totango

APRIL 5, 2022

NPS software helps you conduct NPS surveys, analyze their results, and put the information to use. It can make your NPS surveys more efficient by performing a number of functions, such as: Segmenting your respondents based on criteria you select so you can zero in on a particular part of your customer base. Branding your survey.

Upselling 105

Upselling Surveys Analytics Customer retention 105

Lumoa

APRIL 17, 2022

Lumoa Product News for April 2022 MASSIVE update to the Integrations hub – one click integrations with your favourite apps! Check out all the integrations below, or Admins can use this link to visit the Survey Hub directly and get started pulling in new data! No code required! Pull over Competitors data!

APIs 78

APIs Surveys Feedback Marketing 78

ShepHyken

MAY 2, 2022

NPS (and any other survey, such as CSAT) is a history lesson. The post 5 Top Customer Service Articles of the Week 5-2-2022 appeared first on Shep Hyken. My Comment: It’s nice to get a good NPS (Net Promotor Score). It validates that you’ve done well for your customers. But don’t be happy with just a good score.

Customer Service 183

Customer Service Customer centricity Customer Experience Customer Care 183

Lumoa

MAY 17, 2022

Lumoa Product News for May 2022 Integrations hub gets further improved! The post Product News – May 2022 appeared first on Lumoa. We have spoke before about how Lumoa can pull your web data through an API, with no fees to setup, and it takes just a few minutes! New Insights logic on the Impact page! Thanks for reading!

APIs 78

APIs Surveys Feedback Customer Experience 78

Lumoa

JANUARY 17, 2023

Lumoa’s biggest features for 2022 Another year down! Create your own surveys in Lumoa! Use the Survey Hub create surveys in Lumoa, then send those surveys to customers and start collecting feedback! The post Lumoa’s biggest features of 2022! Crazy how time flies. That’s all folks!

Feedback 78

Feedback Surveys APIs Marketing 78

Lumoa

SEPTEMBER 2, 2022

We made a few new guides to help get new users to Lumoa up and running, as well as to expand knowledge for veteran users: Survey Demos – Examples of the kinds of Surveys that Lumoa offers. The post Product News – August 2022 appeared first on Lumoa. New knowledge base articles.

Feedback 78

Feedback Surveys Accountability Personalization 78

Satrix Solutions

JANUARY 24, 2022

The pivoting in 2021 marked a change in the power dynamic of CX across the board, and as we look ahead to 2022, the maturing of an internal CX program within the organization is vital to maintaining the existing customer base and expanding within your industry. 3 business strategy recommendations for 2022.

Customer Experience 97

Customer Experience B2B Customer centricity Feedback 97

ShepHyken

MAY 9, 2022

AiThority) In a recent Dynata survey on customer loyalty, 74% of consumers indicated that feeling valued and understood both factor more into brand loyalty than across-the-board discounts and perks. The post 5 Top Customer Service Articles of the Week 5-9-2022 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 174

Customer Service Personalization Engineering Surveys 174

Lumoa

OCTOBER 5, 2022

Overview of Lumoa Survey Forms – New sections around using Dynamic Tags through Lumoa Surveys. The post Product News – September 2022 appeared first on Lumoa.

CRM 78

CRM Feedback Surveys 78

delighted

JANUARY 19, 2023

This time, we want to highlight all of the product changes we made in 2022, not just in the last quarter. No-code customization We’ve made it easier than ever to customize your survey and sending triggers, without needing to loop in your development team! Let’s review the ways we improved feedback visibility in 2022.

Surveys 52

Surveys Engineering Accountability Feedback 52

DMG Consulting

MARCH 11, 2022

2022: The Year Dedicated to Improving the Customer Experience. On an annual basis, in the November/December time frame, DMG Consulting (DMG) conducts a worldwide survey of contact center and enterprise executives and managers to identify their top operational and technology investment priorities for the coming year. See Figure 1.

Customer Experience 71

Customer Experience Interactive Voice Response Contact Center Self service 71

ChurnZero

DECEMBER 14, 2022

The winners of 2022’s ChurnHero Awards, recognizing and celebrating ChurnZero customers who champion Customer Success with remarkable results, have been announced! Today, we’re proud and delighted to recognize the following Customer Success teams as 2022 ChurnHeroes. Onboarding Hero: ClearGov.

SaaS 98

SaaS Accountability Feedback Customer advocacy 98

360Connext

JANUARY 5, 2022

This meant starting or reinforcing a strong Voice of the Customer (VoC) program , including specific ways to gather customer feedback, like regular surveys, in-app feedback mechanisms, and ongoing input. Enthusiasm about sending surveys and journey mapping may have lead to duplicative work, inefficiencies and competing priorities.

Journey mapping 188

Journey mapping Customer Experience Education Feedback 188

Nicereply

APRIL 27, 2022

CXM strategies in 2022 need to be tailored for the digital world, and that is what we will cover in this article. All of these challenges are solved through a well-defined CXM strategy that includes feedback surveys and polls. CXM Framework That Works in 2022. Customer satisfaction surveys serve this purpose well.

Customer Experience 104

Customer Experience Management Feedback Surveys 104

Totango

DECEMBER 6, 2021

In this article, we’ll examine the top three takeaways we’ve gathered over the past year that companies should take to heart going into 2022. Finally, we’ll propose how these three key insights from 2021 can be combined into a unified customer success strategy for winning results in 2022. Apply the Lessons of 2021 to Thrive in 2022.

SaaS 96

SaaS Journey mapping Best practices Customer advocacy 96

ChurnZero

NOVEMBER 11, 2022

Based on a detailed survey of more than 1,000 Customer Success leaders, this is the most comprehensive study of the evolving CS landscape to date. Download your full copy of the 2022 Customer Success Leadership Study here. of respondents said their Customer Success teams are growing in 2022. report to the CEO, 17.1%

SaaS 98

SaaS Metrics Best practices Benchmark 98

Comm100

NOVEMBER 29, 2021

In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence. This will shift significantly in 2022 – according to 99 Firms , ‘By 2022, about 85% of businesses are expected to opt for live chat support.’.

Customer Service 90

Customer Service Chatbots Surveys Customer retention 90

ChurnZero

DECEMBER 21, 2022

2022 was a tireless year. WIth that, here are ChurnZero’s top five most-attended and most-watched webinars from 2022. 4/ 2022 SaaS retention benchmarks: How does your company compare? This survey is the largest survey of private SaaS companies in the world with over 1,500 responses. Start with our top five.

SaaS 98

SaaS Benchmark Metrics Consulting 98

JustCall

OCTOBER 17, 2023

If your company is not using automated survey tools to understand customer sentiments, you may be missing out on crucial insights that can improve and elevate your brand. Here’s why brands need survey automation to read their customers’ minds. It influences buying decisions and even creates brand advocacy.

Surveys 52

Surveys Feedback Metrics Construction 52

CCNG

OCTOBER 19, 2022

Gartner, 2018) According to customers, in 2022, only 3% of companies are customer-obsessed — putting customers at the center of their leadership, strategy, and operations — a decrease of 7 percentage points from the prior year. Forrester, 2022) 80% of CEOs believe they deliver superior customer experience. Qualtrics, 2022).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ChurnZero

JUNE 24, 2022

2022 continues to be a grave reminder that change is constant. In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey. It’s the largest survey of private SaaS companies in the world with over 1,500 responses.

Benchmark 98

Benchmark SaaS Metrics B2B 98

Comm100

JANUARY 6, 2022

With so much riding on CX, alongside momentum from the pandemic, 2022 will see digital CX excellence become a key growth strategy across industries. In this blog, we will explore the reasons behind why we believe 2022 will be the year of digital CX excellence, and why it is so important in today’s customer service world.

Customer Experience 93

Customer Experience Chatbots Surveys Technology 93

Nicereply

NOVEMBER 30, 2021

Here’s why you should pay attention to bringing lost customers back and what strategies may efficiently work for your business in 2022 and beyond. That can easily be done by asking for customer feedback through surveys. For example, your customer loss survey may include questions like: Why did you decide to become our customer?

Surveys 104

Surveys B2C Benchmark Accountability 104

Playvox

FEBRUARY 8, 2022

For contact center professionals, the report answers a huge range of key questions, providing clarity and a sense of perspective on how to navigate the rocky waters of 2022 and beyond. For example, readers will gain insights into hard-to-get answers to questions like: What’s the number one aim of CX programs in 2022?

Contact Center 83

Contact Center Gamification Benchmark Metrics 83

Fonolo

NOVEMBER 11, 2021

So why is agent engagement more important now for 2022 than ever before? Our latest report, Contact Center Trends 2022, covers this important topic as our workforce faces significant labor shortages. Our latest report, Contact Center Trends 2022, covers this important topic as our workforce faces significant labor shortages.

Contact Center 87

Contact Center Multichannel Call Center Morale 87

Hodusoft

JANUARY 18, 2022

Biggest drivers of Auto Dialer Market in 2022. The Auto Dialer Software market size 2022 is anticipated to experience significant growth over the next few years due to the unique growth patterns, potential, and promise for the marketplace. Deployment is the future.

Marketing 105

Marketing Call Center Education CRM 105