Published By: Microsoft
Published Date: Jul 20, 2018
EXPECTATIONS FOR CUSTOMER SERVICE
CONTINUE TO RISE AROUND THE GLOBE
Customers expect more from brands when it comes to convenience,
resolution times, and agent expertise. Evolving customer preferences
are tightly linked to innovations in digital technology, and brands must
embrace both in order to keep pace with heightened expectations. The
good news is that brands that can deliver on expectations are rewarded
with higher rates of customer retention and loyalty.
The Microsoft 2017 State of Global Customer Service survey polled
5,000 people from Brazil, Germany, Japan, the United Kingdom and
the United States. We continue to find commonalities along with distinct
differences between locals. And though people in all age groups are
embracing new digital trends, millennials especially are shaping the way
brands need to think about the future of customer service engagement.
Regardless of industry, service organizations are a customer engagement
focal point for brands around the world. Our r
This consumer based research was designed to support
Travel Brands globally by understanding critical shifts in
both “customer mindset and behaviors”.
Although this research is focused on Generation Z, we
designed our full research around all of the generations for
context: Boomer, Gen X, Millennials and Gen Z.
If you would like to hear more about consumer habits and
behaviors for what matters throughout the Travel
Customer Journey, please reach out, we’re here to help.
Published By: Skillsoft
Published Date: Mar 27, 2015
Read peer insight by HR leaders at Rent-A-Center, Madonna University & Copper Phoenix Consulting,
Schnitzer Steel and Southwestern Energy Company and get actionable ideas on effective approaches for recruiting and retaining the “millennials” generation that has been alternatively described as entitled and creative.
Almost 20% of baby boomers will retire in the next 5 years, taking essential knowledge with them and vacating a significant number of leadership roles. With the Millennial generation now making up the majority of the workforce, outnumbering Gen X-ers, they will undoubtedly have to fill the gaps left by those heading into retirement.
While this might be a startling prospect for some organisations, the best approach is to embrace this shift in personnel and train your Millennials to be the managers and executives you want – and need - them to be.
Hiring millennials is a win-win for both parties. Companies benefit from an extra and less expensive set of hands, while millennials receive valuable experience, training and contacts for the future. But beyond providing additional power to your workforce, we've found that investing in millennials has a positive and powerful effect on your company's culture.
Read this whitepaper and learn 5 reasons why you need to hire millennials.
There are a number of misconceptions floating around about college students that may cause employers to pass over their applications. Pop culture depicts college students as lazy, irresponsible, and unreliable, yet we have found they’re an extremely beneficial addition to any growing business.
Download this whitepaper to learn the top four reasons college students are the best hires for part-time positions.
Millennials’ purchasing power will soon exceed that of every other generation, yet the key factors that influence their purchasing decisions are sometimes a mystery to merchants. This article will help explain these factors and provide valuable actionable tips to help you succeed in converting Millennials to loyal customers.
Much has been written about how to understand and work with millennials—but it's been from the perspective of forcing this group of tech-savvy and connected people into old ways of working. But consider this: by 2020, millennials will make up 50% of the workforce. Also consider: the way we work changes almost daily. That means it's time to rethink the entire conversation about working with millennials. In this eBook, learn 4 ways to motivate millennials in the workplace—and how the right technology plays a critical role.
"Have you ever caught yourself assuming that all Millennials are active athletes and all Baby Boomers are more sedentary? By making generalizations about employee health goals based on age groups, you risk misunderstanding your employees and their wellness goals. View this webinar and see how you can:
* Manage your wellness program by defining your workforce according to personas
* Motivate each employee based on fitness goals - regardless of their generation
* Increase engagement with targeted communication and attractive incentives
Have you ever caught yourself assuming that all Millennials are active athletes and all Baby Boomers are more sedentary? By making generalizations about employee health goals based on age groups, you risk misunderstanding your employees and their wellness goals. Instead, try managing your wellness program by defining your workforce according to personas.
The U.S. workplace is undergoing one of its largest transformations in the past 40 years. Although the magnitude of this evolution is difficult to notice when viewed in short time frames, by 2020, the percentage of employees in the workplace from the Baby Boom and Millennial generations will have completely reversed from the composition in 2010, with Millennials increasing to 50% of the U.S. workforce and Boomers decreasing to 25%. Because of their size, these generations already exercise significant influence on the workplace and will undoubtedly impact the nature of work well into the future.
Published By: Skillsoft
Published Date: Mar 03, 2015
This ExecBlueprint describes effective approaches for recruiting and retaining this generation that has been alternatively described as entitled and creative. First, you may need to address conflicts with older workers if they resent millennials’ demands for flexible work arrangements, career advancement, and open relationships with leadership.
To compete in the new environment of always connected, highly informed consumers, retailers need to leverage five trends to realize higher conversions and larger transaction sizes. Find out how you can apply these 5 trends to your business.
As more and more skilled workers enter retirement, a new generation of workers emerges: Millennials. If you are wondering why you should care about millenials, iCIMS can help you. Millenials are experienced, flexible, innovative and highly driven to succeed.
We at Mobify want to help you further deepen your understanding of the mobile shopping landscape and the expectations of mobile consumers. In this white paper, you’ll discover:
- Why ‘omnichannel’ is not a buzzword, but the new retail reality
- What the key differences are between smartphone and tablet users and what this means for your bottom line
- Why Millennials are a market that you can’t afford to ignore
- How your mobile presence can make or break a customer’s in- store experience
Published By: Curalate
Published Date: May 03, 2016
By the end of 2015, millennials are set to overtake Baby Boomers as the largest living generation in the U.S. By 2017, they will carry the bulk of the spending power.
The problem? This tech-savvy generation of consumers is also incredibly diverse. The key to effectively engaging millennials is recognizing that a “one-size-fits-all” strategy simply won’t cut it.
In this guide, you’ll learn:
- 14 influential millennial personas, from the “Brogrammer” to the “Millennial Mom”;
- How to engage each of the 14 millennial personas through relevant imagery;
- 5 proven ways to monetize your visual content across multiple marketing channels, from social to your website.
Fill out the form to get your free guide, and start building lasting relationships with your millennial customers.
Three generations – Baby Boomers, Generation X, and Millennials – currently make up about 97% of the U.S. workforce, according to the U.S. Bureau of Labor Statistics. This white paper places a spotlight on Lenovo devices powered by Windows 10 Pro that allow such a diverse workforce to thrive.
Keep your workforce and systems current for faster DevOps, deployment, and management of cloud, analytics and mobile applications. Learn about updated, intuitive mainframe tools that are easy-to-to use for both millennials and baby-boomers.
When it comes to customer service, millennials have little patience and incredibly high expectations. In the United States, this segment's buying power will surpass that of any other single generation in 2017. Are you ready to meet these demands?
IBM Watson Engagement Advisor goes far beyond the conventional call center automation mandate of controlling operational costs - it empowers customers to serve themselves however and whenever suits them best. Whether it's troubleshooting their account, getting advice on which products to buy, or resetting their password, Watson Engagement Advisor is available 24x7 through any device to get to the heart of customers’ needs, faster.
"When it comes to customer service, millennials have little patience and incredibly high expectations. In the United States, this segment's buying power will surpass that of any other single generation in 2017. Are you ready to meet these demands?
IBM Watson Engagement Advisor goes far beyond the conventional call center automation mandate of controlling operational costs - it empowers customers to serve themselves however and whenever suits them best. Whether it's troubleshooting their account, getting advice on which products to buy, or resetting their password, Watson Engagement Advisor is available 24x7 through any device to get to the heart of customers’ needs, faster."
Finding and retaining great talent today is challenging. Not only do Millennials expect more from employers, they expect more from their careers. The growing talent shortage is nothing to sneeze at either: in 2016, 68% of surveyed HR professionals found it difficult to fill full-time positions. Finally, there’s the shocking skills shortage: 84% of HR professionals reported seeing applied skill deficits (such as problem-solving skills) in candidates in the past 12 months.
Published By: Polycom
Published Date: Aug 16, 2017
"WR believes that huddle rooms should be an integral part of every organization’s meeting room and
collaboration strategy for several reasons including:
- the addition of millennials to the work environment
- the enhanced interest (and in some cases use) of open work spaces and telecommuting
- the increased need to support large numbers of collaborative and distributed work teams
But most companies remain stymied about how to deal with these spaces. This study, sponsored by
Polycom, is intended to raise awareness of the value and importance of these misunderstood,
mismanaged, and often under-appreciated meeting spaces."
Published By: Polycom
Published Date: Aug 16, 2017
"The traditional office space is dead. Chased out by the combining forces of mobility, millennials, and modernity, the advent of collaborative technology and the always connected worker have led to a brave new world of shared, open spaces.
Studies show that up to 82% of knowledge workers feel they need to collaborate with others throughout the day to get work done. Yet, according to an IBM study, 78% say they struggle to effectively connect their workplace and help people collaborate—either virtually or face-to-face1. Why? The answer is not all collaboration is alike.
Download this report to get the latest trends in office space utilization and find out about the three main types of collaboration and how they need to be supported differently in the work environment.
The office may be shrinking, but it’s not going away anytime soon. If anything, the rising demand for more teamwork and collaboration makes the configuration of workspaces more important than ever."
DatacenterDynamics is a brand of DCD Group, a global B2B media and publishing company that develops products to help senior professionals in the world's most ICT dependent organizations make risk-based infrastructure and capacity decisions.
Our portfolio of live events, online and print publishing, business intelligence and professional development brands are centred on the complexities of technology convergence. Operating in 42 different countries, we have developed a unique global knowledge and networking platform, which is trusted by over 30,000 ICT, engineering and technology professionals.
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