Think Customers

DECEMBER 15, 2015

One of the undisputed thought leaders in the customer experience space is Bruce Temkin, customer experience transformist and managing partner at Temkin Group as well as co-founder and initial chairman of the Customer Experience Professionals Association (CXPA). 1to1Media.com/weblog.

Connections 60

Connections Customer Experience Customer Experience Professionals Trends 60

Experience Investigators by 360Connext

DECEMBER 10, 2015

The post 5 Ways to Improve the Patient Experience in 2016 appeared first on Customer Experience Consulting. I had never attended a conference solely focused on healthcare, so I learned a lot about what innovative healthcare systems are doing to improve the patient experience. Healthcare […].

Healthcare 88

Healthcare Conference Consulting Innovation 88

OpinionLab

JUNE 24, 2016

By using OpinionLab across your various customer engagement posts, you also build a comprehensive overview of customer journeys to make the break through changes talked about at length in New Orleans. The post The three key learnings from CXFS 2016 appeared first on OpinionLab.

Competitive Advantage 79

Competitive Advantage Financial Conference eBook 79

OpinionLab

NOVEMBER 1, 2016

As I spoke with customers and analysts, and listened to the keynote presentations, I found emerging commonality across three main themes: 1) Mobile is a mainstay. One Forrester analyst coined the term “landmarks” to describe the critical moments that matter in the customer journey.

Innovation 60

Innovation Return on Investment Airlines Study 60

OpinionLab

NOVEMBER 1, 2016

As I spoke with customers and analysts, and listened to the keynote presentations, I found emerging commonality across three main themes: 1) Mobile is a mainstay. One Forrester analyst coined the term “landmarks” to describe the critical moments that matter in the customer journey.

Innovation 60

Innovation Return on Investment Airlines Study 60

Tricia Morris

DECEMBER 18, 2015

This year’s lineup of contributors includes: • Bill Patterson: Microsoft General Manager of Service Engagement. Jeanne Bliss: Chief Customer Officer Author and CXPA Co-founder. Sumair Dutta: The Service Council Chief Customer Officer and Former Aberdeen Customer Experience Analyst.

Trends 40

Trends Chief Customer Officer Customer Service eBook 40

Think Customers

JANUARY 11, 2016

It's the time of the year again when savvy customer experience leaders are planning their strategies for 2016. Separating their organizations from their competition is no longer about price and features; instead it's about providing quality customer experiences. 1to1Media.com/weblog.

Customer Experience 40

Customer Experience Trends Customers Strategy 40

Comm100

NOVEMBER 29, 2021

All of these pandemic repercussions will continue to reverberate across customer service teams and drive the major trends in the year to come, and likely far beyond. 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.

Trends 214

Trends Customer Service Chatbots Omni-Channel 214

PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. Without further ado, here's number 10: Starting off this list is a post for those who are confused about how to measure customer experience improvement. If you haven't already, we invite you to subscribe to our blog !

Customer Experience 48

Customer Experience Banking Metrics Customer Experience Management 48

Storyminers

JANUARY 12, 2017

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience). 2016 Answer.

Trends 171

Trends Customer Experience Wireless Entertainment 171

Comm100

NOVEMBER 29, 2021

All of these pandemic repercussions will continue to reverberate across customer service teams and drive the major trends in the year to come, and likely far beyond. 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.

Trends 159

Trends Customer Service Chatbots Omni-Channel 159

ShepHyken

SEPTEMBER 26, 2016

Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. Telecompetitor) Contact center satisfaction has worsened over the last two years despite investments in new customer engagement channels, according to new market research released by BoldChat. Follow on Twitter: @Hyken .

Customer Journeys 48

Customer Journeys Customer Service Contact Center Culture 48

Experience Investigators by 360Connext

FEBRUARY 23, 2015

But James was quick to point out that there are times when the auto industry has made mistakes by listening too much to customers and not anticipating the next trends in technology or elsewhere. To that end, all GM cars will have in-car wifi by the end of 2016.

Innovation 110

Innovation Consumers Social Media Feedback 110

Storyminers

MAY 16, 2016

[Originally published on APADMI Apr 20, 2016 – Advice & Guides, Blog as:] Integration of Mobile into Retailers Business Model Roundtable Apadmi have recently produced a whitepaper exploring the integration of mobile into a retailer’s business model and the benefits it can bring.

Retail 100

Retail Customer Experience Design Customer Engagement Trends 100

Think Customers

MAY 18, 2016

There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. As the company bets on cloud computing, cognitive systems, language processing, and other areas for future growth, it remains unclear if the company can pull its many investments into a coherent offering. 1to1Media.com/weblog.

Conference 53

Conference System Marketing Sales 53

OpinionLab

JUNE 8, 2017

In my last blog , I explained why listening to customers can provide greater customer understanding than merely observing their behavior. Many companies seem to agree as evidenced by the number of Voice of the Customer (VoC) programs that exist and increasing amounts of feedback consumers are being asked for.

Customer Experience 68

Customer Experience Social Media Feedback Survey 68

BirdEye

FEBRUARY 15, 2024

In this blog, we’ll delve into the latest online review trends, insights, and strategies to help you paint a detailed picture of consumer behavior and use it to your advantage. Facebook’s share of online reviews took a steep dive to 1% in 2023, down from 23% in 2016, marking a drastic reduction in its importance as a review platform.

Automotive 110

Automotive Healthcare Hospitality Retail 110

Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event.

Omni-Channel 40

Omni-Channel Connections Contact Center Customer Experience 40

Storyminers

JANUARY 12, 2017

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience). 2016 Answer.

Trends 100

Trends Customer Experience Wireless Entertainment 100

Michelli Experience

JULY 25, 2017

In last week’s blog , I highlighted a US decline in social trust (a precipitous drop of 46% points from 1964 to 2016). I also opined on the critical role of trust in strengthening the social contract between businesses and customers. While the list is long, I will focus this blog on three key behaviors : Share a Vision.

Consulting 113

Consulting Touchpoint Leadership Employee Engagement 113

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Published on: January 06, 2016. Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Uniphore

NOVEMBER 2, 2021

Given the massive engagement between customers and a brand, creating a positive, and personal experience is essential. Where customer engagement happens. It’s a foundation for dynamic, frictionless customer engagement. Here, AI and automation can have the biggest impact. Contagious: Why Things Catch On.

Omni-Channel 100

Omni-Channel Video Contact Center Sales 100

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Published on: January 20, 2016. Author: Robin Tandon Having recently looked back on customer experience in 2015 , what is predicted for the coming year? Will all of these predictions come to pass in 2016? Share this page on: Tweet.

Self Service 48

Self Service Customer Service CRM Contact Center 48

Calabrio

MAY 25, 2016

of customers ages 35-54 still prefer to interact with a company by phone, and think a phone call is the most effective way to resolve an issue, especially if it’s an urgent matter. In a world where customer loyalty is low, companies simply cannot afford to disappoint customers. In fact, 51.7% The post To Bot or Not to Bot?

Chatbots 124

Chatbots Omni-Channel Contact Center Conference 124

Joe Rawlinson

MAY 31, 2017

Google Analytics can also help you figure out which buttons your audience is clicking the most, and what customers are searching for. Discovering that current customers are spending more time on your FAQs page than your blog, for example, offers the opportunity to re-focus your content and add more value where it’s needed most.

Customer Retention 98

Customer Retention Omni-Channel Strategy CRM 98

PeopleMetrics

DECEMBER 9, 2016

So, here at Interaction Metrics, we asked ourselves: sure companies ask their customers to share, but do companies really care about what their customers have to say? The Interaction Metrics 2016 Customer Listening Study evaluated the customer satisfaction surveys of 51 top US retailers. Poor customer listening.

Retail 48

Retail Survey Study Metrics 48

Think Customers

AUGUST 8, 2016

There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. Saturday was the best day ever for NBC Olympics digital platforms, with 155 million livestreaming minutes (up 263 percent from the comparable day in 2012) and 11.3 million unique users (up 7 percent). . 1to1Media.com/weblog.

Customer Engagement 40

Customer Engagement Loyalty Engagement Strategy 40

Think Customers

JANUARY 27, 2016

There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. Similar concerns have been expressed about Nintendo, the iconic game maker. But what does a videogame maker have in common with a social network? The answer is plenty. 1to1Media.com/weblog.

Company 40

Company Customer Engagement Engagement Customer Experience 40

Avaya

OCTOBER 7, 2016

While these channels provide customers with the information they need, the contact center remains a predominant channel for customers to seek support when they truly need something done. Despite playing such a crucial role in customer engagement, contact centers don’t always get the attention they deserve.

Contact Center 81

Contact Center Customer Experience Self Service Omni-Channel 81

BirdEye

JULY 5, 2023

However, constantly acquiring new customers without investing in strategies to retain them can prove quite harmful to the bottom line. To first time customers turn into loyal customer, it is important to invest in building relationships with them. This blog helps you grow your business with relationship marketing.

Examples 98

Examples Strategy Marketing Social Media 98

Kustomer

OCTOBER 28, 2022

With this in mind, brands now realize that customer service is directly tied to their revenue, and are modernizing applications. How Can You Provide Differentiated Customer Service? By ignoring customer service, brands are missing out on market share and revenue. 1) Take a True Omnichannel Approach to Modernize Customer Service.

Customer Engagement 105

Customer Engagement Engagement Omni-Channel Customer Centricity 105

Think Customers

JUNE 28, 2016

1to1 Media's Tom Hoffman recently explored these issues and what the future holds for customer service with Shep Hyken, customer service expert and Chief Amazement Officer at Shepard Presentations, at the Pegaworld 2016 conference in Las Vegas. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Service 56

Customer Service Social Media Conference Customers 56

Storyminers

FEBRUARY 2, 2016

Last week’s post predicted that customers won’t stand for technology that constantly sells to them. It predicted 2016 as the year predictive analytics and other ‘sensing’ technologies will be used to serve customers first. The use of emotions in experience design will be covered in upcoming blogs.

Sales 113

Sales Hospitality Guest Experience Culture 113

Avaya

APRIL 3, 2017

The accessibility of devices has led to a preference for human-less customer services, including web commerce applications, chatbots for addressing basic questions like order status, and electronic updates via SMS for transactions like shipping notifications. That customer might even tell their friends about the experience.

Customer Journeys 58

Customer Journeys Contact Center Conference Chatbots 58

Vonage

MAY 11, 2016

The Salesforce World Tour London is on May 19 th and we are delighted to have been selected as one of the Salesforce 2016 Customer Success stories. I am excited to be sharing our story and talking about how Vax has transformed its customer service as a key part of the customer journey.

Multi-Channel 60

Multi-Channel Customer Experience Competitive Advantage Effort Score 60

Calabrio

FEBRUARY 24, 2016

Last month, Adobe Marketing VP, John Travis, shared insights from Adobe’s 2016 Digital Trends report, including which opportunities businesses are most excited about this year. Customer Experience. “In The number one response? In 2014, it emerged as a top priority for marketers. In 2015, it gained momentum.

Customer Experience 100

Customer Experience Contact Center Omni-Channel Analytics 100

Eptica

JULY 29, 2016

Date: Friday, July 29, 2016 The importance of the Knowledge Manager to customer service success. Published on: July 29, 2016. Ensuring that knowledge powers your customer service isn’t just about technology – and certainly doesn’t stop when your knowledge base goes live. Share this page on: Tweet.

Customer Service 48

Customer Service Management Knowledge Base Contact Center 48