Storyminers

JUNE 3, 2022

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 147

Trends Customer Experience Wireless Entertainment 147

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. 3) CX innovation is accelerating. Here’s how.

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. 3) CX innovation is accelerating. Here’s how.

Innovation 60

Innovation Return on Investment Airlines Study 60

ProProfs Chat

JULY 27, 2018

Customer engagement happens to be a very popular buzzword among most marketing and customer success teams these days. Be a part of any planning and strategy making discussion, and it’s almost impossible not to find a mention of phrases like customer service , customer engagement and customer experience.

Customer Engagement 93

Customer Engagement Engagement Strategy Marketing 93

Alida

DECEMBER 1, 2016

A report conducted by the tech company LinkedIn, the advisory firm Capgemini and the non-profit Efma found that half of banking customers around the world now use at least one product or service from a fintech firm. In the first quarter of 2016 alone, fintech startups saw an influx of $5.2 Establishing a customer-centric culture.

Customer Experience 193

Customer Experience Financial Banking Culture 193

Tricia Morris

DECEMBER 18, 2015

It’s easy when you’re asked about trends to talk about an innovative technology or feature you know is going to create a buzz. 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.

Trends 40

Trends Chief Customer Officer Customer Service eBook 40

Avaya

SEPTEMBER 2, 2016

Here in the Middle East, the biggest event that brings together technology vendors, partners, and their all-important customers is GITEX Technology Week, happening in October in Dubai. So what are we bringing for 2016? The post Building Innovation on Customer Feedback appeared first on Avaya Connected Blog.

Innovation 40

Innovation Feedback Contact Center Customers 40

Alida

NOVEMBER 25, 2016

In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions. Increasing revenue with NewsCorp Australia.

ROI 100

ROI Measurement Brands Net Promoter Score 100

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

BirdEye

MAY 6, 2021

G2 Conversational Customer Engagement Awards – 11 awards. G2 Customer Advocacy Awards – 10 awards. BIG Innovation Award – The Business Intelligence Group recognized Birdeye as a leader in innovation that helps businesses be more productive, healthy and comfortable. G2 Conversational Customer Engagement – 4 awards.

Marketing 98

Marketing Social Media Chatbots Software 98

Avaya

JUNE 14, 2016

In fact, a study by Marchex released earlier this year estimated that I and my fellow Americans will be on hold in 2016 for more than 900 million hours. Give us a use case (problem) and with Breeze, an innovative, scalable, secure solution can be developed in days to weeks. That’s a lot of wasted time. So what do I end up doing?

Innovation 40

Innovation Self Service Knowledge Base Contact Center 40

Alida

MARCH 21, 2018

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . Meanwhile, Alliant Energy’s Net Promoter Score increased by 88%—growing from 17 in 2014 to 32 in 2016.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

Alida

MARCH 30, 2017

At a recent Vision Critical webinar, Sam Trimboli, consumer insights specialist at Price Chopper, joined us to discuss how customer insight is helping the company thrive in the increasingly fragmented grocery industry. Trimboli highlighted three benefits of using customer insight. Early results show accelerated growth.

Customer Insights 100

Customer Insights Industry Innovation Sales 100

Lumoa

JUNE 23, 2021

Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale. This meteoric pace of innovation birthed new and innovative solutions for modern contact centers, finally coming to a crescendo with the advent of artificial intelligence (AI).

Trends 208

Trends Self Service Contact Center Omni-Channel 208

Alida

OCTOBER 4, 2016

Member and customer engagement was a hot topic at our Customer Intelligence Summit in Chicago this year. Schmied concurred, saying that evolving the engagement strategy helps maintain people’s interest. More recently, however, it’s embraced other innovative engagement activities.

Engagement 250

Engagement Strategy Entertainment Exercises 250

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

Tricia Morris

JANUARY 29, 2016

This evolution, from corporate to customer control of relationships, is known as customer engagement – and without it, your business will become vulnerable to competitors, disruptors, and yes, even those pesky Creepers. So what can Minecraft teach us about customer engagement? You never win. And it is breathtaking.

Customer Engagement 40

Customer Engagement Engagement CRM Self Service 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

Lumoa

AUGUST 23, 2021

In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition. Since the pandemic began, however, the challenge has evolved into not just standing out, but instead to effectively pivot, innovate and transform your business.

Customer Experience 236

Customer Experience Social Media Video Analytics 236

Eptica

NOVEMBER 9, 2016

Date: Wednesday, November 9, 2016 Connecting with your customers across APAC. Published on: November 09, 2016. Author: Vincent Giraud Traditionally brands have segmented their customer bases by demographic factors such as age, and used this information to drive specific customer experiences for each group.

Connections 72

Connections Self Service Social Media Innovation 72

Martin Hill-Wilson

JUNE 4, 2015

We are in the process of recruiting more delegates for the 2015-2016 P&Q Challenge. The post P&Q: proving employee & customer engagement can be improved appeared first on BrainFood Extra. We already have a cohort just for the insurance industry signed up and ready to go. The open course still has places available.

Customer Engagement 40

Customer Engagement Engagement Employee Engagement Roadmap 40

Alida

JULY 28, 2016

To learn more about this topic, join us at the 2016 Customer Intelligence Summit , where Lauren Meewes, senior program manager of seller at eBay, and Catherine Makk, vice president of global insights at HarperCollins, will share how to use customer feedback to give context and meaning to big data.

Data 100

Data Social Media Analytics Entertainment 100

Vonage

MARCH 26, 2018

After the launch of the hugely popular Pokemon Go in July 2016, which Nintendo partly owns the rights to, the company reached a record market capitalisation of over $32 billion. . However, to build a business around what your customers want, you have to find a way of understanding them. The Failure of Kodak. Lego Ideas.

eBook 206

eBook Video Training System 206

Michelli Experience

MARCH 11, 2016

Mobile technology has reached unprecedented levels on innovation. Products like Google Cardboard are revolutionizing virtual reality, and yearly location-based innovations are creating astounding utility. In 2016, mobile marketing will be a must-have by many businesses. Six: The Numbers Don’t Lie.

Technology 100

Technology Company Marketing Loyalty Programs 100

Alida

JULY 11, 2018

Insight should be a springboard for better product design, better communication and better innovation. Daniel reiterated that insight should be a springboard for better product design, better communication and better innovation. Insight helps identify what those different groups expect from their experience with Canadian Tire.

Industry 141

Industry Brands Banking ROI 141

Eptica

NOVEMBER 18, 2016

Date: Friday, November 18, 2016 Customer Experience - disrupt or be disrupted. Published on: November 18, 2016. Author: Olivier Njamfa Whatever market they are in, organizations face a stark choice – innovate across their operations and get closer to customers or lose market share to more agile, flexible rivals.

Customer Experience 48

Customer Experience Conference Innovation Hotels 48

Eptica

AUGUST 5, 2016

Date: Wednesday, August 17, 2016 4 lessons from the Forrester CX Index. Published on: August 17, 2016. Author: Pauline Ashenden Forrester has just published its 2016 US Customer Experience Index , providing an update on the state of CX across multiple sectors. Share this page on: Tweet.

Self Service 50

Self Service Wireless Social Media Contact Center 50

Eptica

MAY 25, 2016

Date: Wednesday, May 25, 2016 Mapping digital transformation in customer experience. Published on: May 25, 2016. Author: Pauline Ashenden In the fast-moving world of customer experience there is no shortage of new trends and technologies for companies to evaluate and adopt. over the course of the year.

Customer Experience 54

Customer Experience ROI Contact Center CRM 54

TechSee

MAY 1, 2018

While more than 90% of utility companies’ overall budget is dedicated to infrastructure and other operating costs, with less than 10% allocated towards customer service, the picture is very different when it comes to AI. Gartner reports that the vast majority of utilities’ investment in AI is earmarked for customer service.

Self Service 132

Self Service Analytics Call Center Report 132

Eptica

SEPTEMBER 21, 2016

Date: Wednesday, September 21, 2016 Digital disruption in insurance – why it is all about service. Published on: September 21, 2016. From publishing to retail to transportation, new entrants have shaken up mature markets, and unseated existing leaders through innovative business models. Share this page on: Tweet.

Insurance 48

Insurance Self Service Transportation Policies 48

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. Both Chick-fil-A and Disney have embedded hospitality and innovation into their cultures.

Sales 113

Sales Hospitality Guest Experience Culture 113

Eptica

NOVEMBER 23, 2016

Date: Wednesday, November 23, 2016 Why you need to take a customer-centric view of digital transformation. Published on: November 23, 2016. By focusing on customer experience management, rather than particular channels, organizations will benefit in three ways: 1. Share this page on: Tweet.

Customer Centricity 48

Customer Centricity Touchpoint Customer Experience Management Innovation 48

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?

Self Service 48

Self Service Customer Service CRM Contact Center 48

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

Michelli Experience

JULY 11, 2017

I first heard about “ it” in a Harvard Business article in 2016 and subsequently have been asked about “it ” by clients and colleagues alike. “ It is best managed by agile teams that leverage Artificial Intelligence as a solutions and innovation tool. It” is yet another entrant into the C-suite. “It“

Chief Customer Officer 113

Chief Customer Officer Customer Experience Management Consulting 113

Eptica

JANUARY 15, 2016

Date: Friday, January 15, 2016 Insurance, the Internet of Things and customer experience. Published on: January 15, 2016. Multichannel needs to be integrated As in every industry, customers want the ability to contact insurers through their channel of choice. Share this page on: Tweet. Share this page on: Tweet.

Insurance 48

Insurance Customer Experience Policies CRM 48

ChurnZero

SEPTEMBER 8, 2022

This is a guest post by Sara Barnes , vice president of Customer Success at Skilljar. Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. Supplying customers with the right content exactly when they are seeking it helps build the customer relationship.

Customer Success 98

Customer Success Training Customer Satisfaction Customer Retention 98