Merkle B2B Study Reveals Gaps in Customer Expectations and Experiences

Merkle, a leading technology-enabled, data-driven customer experience management (CXM) company, has released its new e-book titled "Architecting the Ultimate B2B Experience: The Four Brand Superpowers that Make It Happen." Drawing from interviews with business-to-business (B2B) buyers and decision-making influencers across nine countries, the e-book analyzes the key factors driving the expectations of B2C-like experiences in B2B interactions. Marketing Technology News: Infobip to Acquire OpenMarket, Creating a Leading…

Customer Expectations are Changing as Digital Processes Streamline Experiences

How businesses can adapt and develop digital processes to new customer habits while staying true and connected to their existing clientele. As customers experience disruptions to their daily routines stemming from COVID-19, they are adapting to new systems powered by digitization that are reshaping their behaviors and preferences. How do businesses adapt to these changes and remain connected with their customers? Amid the COVID-19 pandemic, companies and communities have been forced to implement digital solutions to…

New Study Finds Evolving Customer Expectations, Ineffective CX Toolsets Drive Adoption of Visual Engagement Technology

LogMeIn today announced the results of a new global commissioned study conducted by Forrester Consulting that explores how businesses are leveraging visual engagement technology to create a more personal, trustworthy and secure customer experience (CX). The study, Evolving Customer Expectations Drive Adoption of Visual Engagement Tools: How Visual Engagement Technology Can Solve Top CX Priorities in an Increasingly Remote World, surveyed 300 respondents at the manager level or higher in customer experience/support,…

Bridging the Gap Between Customer Expectations and Reality in Telco, with Conversational AI

This article is co-authored by Sverre P. Jonassen Meeting the expectations of consumers in today’s on-demand world is by no means an easy task. They often have sky-high expectations and expect the brands they interact with to be ready to assist their every need 24/7 with instant, helpful and personalized service. This goes doubly so for the telecommunications industry where reducing customer churn is critical and the small differentiations in products and services make it difficult for inexperienced buyers to spot. This…

LogMeIn Finds that 85% of Customer-Facing Teams Are Frustrated with Lack of Technology Needed to Meet Customer Expectations

Global Study Reveals Rising Customer Expectations are Outpacing Adoption of AI Tools that Drive Efficiency and Improve Customer Experience LogMeIn announced the results of a global study conducted in partnership with Ovum to understand how support agents are faring in the age of ever-rising consumer expectations. The findings reveal that the vast majority of surveyed agents believe that the technology tools provided to customer-facing employees are not evolving as quickly as their needs are. Today’s customers expect agents…

Tokio Marine & Nichido Selects Salesforce to Exceed Customer Expectations at Every Touchpoint

Leading Insurance Provider in Japan Deploys Salesforce to Support Its 50,000 Insurance Agencies and One Million Insurance Agents Salesforce, the global leader in CRM, announced that Tokio Marine & Nichido Fire Insurance Co., Ltd.—one of the largest property and casualty insurance providers in Japan—selected Salesforce to unify every customer touchpoint across its corporate and sales, call centers, insurance agencies and marketing divisions onto a single CRM platform. With Salesforce, Tokio Marine & Nichido will…

New Mavenlink Study Finds Business, Competition, and Customer Expectations Rising Significantly for Services Firms

70% of Organizations Report Increased Competition in Last 12 Months; 85% Say Customer Expectations Are Becoming More Stringent Mavenlink, the leading provider of cloud-based software for the modern services organization, revealed results of its annual market survey, "State of the Services Economy 2019." Survey results show that today's professional services industry is not only more crowded than ever, but also that rising client expectations have created a cycle of disruption that has fundamentally changed how companies…

The Digital Achievement Gap: Companies Struggle to Meet Customer Expectations

The Zendesk Customer Experience Trends Report 2019 Shows Large Divide Between Customer Experience Leaders and Laggards in Southeast Asia Zendesk, Inc. released The Zendesk Customer Experience Trends Report 2019 showing that companies of all sizes across industries and geographies lack the capabilities needed to keep up with ever-increasing customer expectations. The report is based on global survey results, focus groups, and the Zendesk Benchmark, an index of product usage data from 45,000 companies using Zendesk.…

Customer Expectations Are at an All-Time High — How Marketers Can Rise to the Occasion

When it comes to creating the best, most seamless customer experiences, a brand can only be as good as its understanding of its customers. According to a recent consumer marketing survey by Selligent Marketing Cloud, it’s clear people expect more personalized engagement from brands but are hesitant to allow them access to their individual data, making it extremely challenging for brand marketers to succeed. Of the 7,000 consumers surveyed across the US and Europe, 33 percent expect brands to anticipate needs before they…

Conquering Customer Expectations at Oracle MME17

Impact, innovation, and inspiration - 3 factors you are going to run in to at any of the 4 pillars of Oracle's Modern Marketing Experience event (MME). Don't take my word for it, check out last year's highlight video above. MME is the place to experience all the technology and expertise of Oracle's leading marketing cloud. Create a superior brand experience. Truly understand and personalize your customer experience. Use data and analytics to inform every action and touchpoint. Make the most of your marketing technology…

Customers’ Expectations Have Changed. Can Your CMS Keep Up?

Digital-first experiences were steadily becoming the future. But add the global pandemic into the mix and digital-first experiences are the present. Relevant story-telling, agile communication and a standout customer experience is the need of the hour. The new world is customer-centric.  High-performing technology is the foundation on which the entire customer experience is built. You simply cannot create an industry-leading digital organization without the right tech to support business goals. The beginning of the COVID-19…

As Businesses Shift Online, Quantum Metric Secures $25 Million to Help Them Build Customer-Centric Sites That Exceed Digital Expectations

New funds will help cultivate the company’s technology and team expansion to meet the increasing market demand for digital Quantum Metric, a SaaS platform that helps organizations build better digital products faster, announced it has secured up to $25 million of debt capital from Silicon Valley Bank (SVB), the bank of the world’s most innovative companies and their investors. With its initial Series A round led by Insight Partners in 2018 and the closing of this facility, Quantum Metric has raised $50 million in capital…

How Contract Acceptance Is Evolving with New Customer Experience Expectations

The customer experience in the B2C world is constantly evolving. Consider how you ordered food a few years ago. You would dig up a menu from the junk drawer, dial the number on your landline, and cross your fingers, hoping someone would answer the phone. Once you got through that, you had no real idea when the food would actually be delivered. Today, you grab your phone, open an app, customize your order, pay, leave a tip (I hope) and then track your order from the restaurant to your door. Companies like Uber Eats are…

Survey Shows Majority of Marketers Fail to Meet Consumers’ Expectations for Customer Engagement

Customer engagement thought leader identifies 60% of marketers still rely on single-channel customer engagement strategies, despite consumer demand for omnichannel experiences While the news is filled with ecommerce and retail concerns over how to best engage with customers to increase conversion and to create loyalty, Maropost’s inaugural industry survey has identified a large gap in the importance marketers place on managing customers, and the strategies and technology most use to connect and engage with customers. The…

RedPoint Global and Harris Poll Survey Exposes Gap Between Consumer and Marketer Expectations for Customer Experience

Research Reveals Major Gaps in Engaging Customers in a Relevant, Timely, and Consistent Fashion Across All Interaction Touchpoints RedPoint Global, a top provider of customer data platform and customer engagement technologies, announced a new research report examining the gap between marketer and consumer expectations surrounding customer experience (CX). Conducted by The Harris Poll and commissioned by RedPoint Global, the survey of more than 3,000 consumers and 450 senior marketers in the US, UK, and Canada reveals…

Demand for Customer Insights Accelerates Growth for Topbox

Topbox signs on leading brands in record third quarter, underscoring importance of omnichannel CX analytics in meeting customer expectations Topbox, makers of enterprise customer experience analytics software, today announced continued accelerating growth in 2020, driven by market demand, significant customer wins, and expanded use of its solution across its entire customer base. “As brands adapt to rapidly changing consumer expectations this year, the ability to understand and anticipate customer behaviors, and make…

Vonage Selected by Fisher & Paykel for Customer Service Communications

Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation, has been chosen by global appliances manufacturer, Fisher & Paykel, to drive customer service communications for customers in Australia, New Zealand, Singapore, the United Kingdom, and the United States. Fisher & Paykel is using Vonage’s Messages API to provide instant maintenance support notifications via SMS and enhance post-sale services. The Vonage Messages API embedded within Fisher & Paykel’s…

Uberflip Study Reveals Disconnect Between Marketing Priorities and Buyers’ Expectations

Despite a majority of marketers highly rating their companies' ability to personalize content, new research uncovers a major disconnect between the personalization buyers want and what marketers are actually delivering. In the latest study The Experience Disconnect: 2021 B2B Marketing Report from Uberflip, the leading cloud-based content experience platform (CEP) surveyed 500 North American B2B buyers and marketers about their expectations for the buyer journey, to see how their responses differed. The findings show a major…

Delivering Better Customer Experience Using Customer Data Management

If there is one thing that has strengthened during the COVID-19 pandemic is our reliance on technology. Even more so, smart technology, also referred to as SmartTech in the modern business parlance. In the business world, the pandemic brought limitations in the form of a reduced workforce and resources. The year 2020 also tightened the corporate world’s take on smart decision-making in relevance to objectives and functionality. Right from the front, the decisions have been well calculated, well carried out, and in the…

Customer Experience Emerges as 2020 Bright Spot: Consumers See Positive Shift in Service and Signal Increasing Digital Engagement

Survey of more than 4,000 consumers from the US, UK, France and Germany shows organizations making strides in CX despite challenging times; points to rise in use of online options Sixty percent of consumers report improvements in customer experience (CX) since the pandemic, indicating businesses recognize the importance of CX and are responding. Telephone and email remain prevalent with digital gaining momentum as consumers plan to increase usage of chatbots, virtual agents and self-service, even post-pandemic.…