4 Technology Trends set to Improve Customer Experience in 2017
Uniphore
APRIL 6, 2017
As customers have more alternatives than ever, the businesses that win the battle of customer service gain a clear competitive advantage.
3 Customer Engagement Trends to Watch in 2017
Calabrio
FEBRUARY 16, 2017
With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Start here.
Trends 
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3 Customer Engagement Trends to Watch in 2017
Calabrio
FEBRUARY 16, 2017
With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Start here.
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Top CX tips for delivering a ‘Branded Customer Experience’
Vonage
SEPTEMBER 15, 2017
Also address the different set of factors that inspire customers to be emotionally loyal to your brand and create a competitive advantage. John Aves will be speaking at CloudFest London, NewVoiceMedia’s showcase of useful innovation in action, on 20 September 2017 at Grange St. Paul’s Hotel.
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15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 1]
Lumoa
JANUARY 9, 2018
Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. How to overcome those challenges?
Top BOB Blog Posts for 2017: Data Science, Machine Learning and Customer Analytics Best Practices
Bob Hayes
DECEMBER 17, 2017
All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. I did my part this year to spread interest in analytics to more people.
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What were the key CX trends in 2017?
Eptica
DECEMBER 20, 2017
Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.
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Top BOB Blog Posts for 2017: Data Science, Machine Learning and Customer Analytics Best Practices
Bob Hayes
DECEMBER 17, 2017
All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. I did my part this year to spread interest in analytics to more people.
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The Customer Obsession Revolution Will Be Televised
AskNicely
MARCH 8, 2018
Dimension Data’s 2017 Global Customer Experience (CX) Benchmarking Report , indicated that: More than 80% of B2B brands view excellent CX as a business differentiator. On March 14th at 11am PST / 2pm EST , we’re co-hosting a new webinar with TMC affectionately titled, “NPS Everywhere: The Competitive Advantage of a Customer-Obsessed Culture.”
Collaboration is what CCOs need to embrace
Customer Bliss
JUNE 15, 2017
This is a complex, far-ranging topic and we’re only going to cover it in a brief blog post (although I do speak often about collaboration in books and speeches), but I wanted to touch on some recent research and thought leadership around collaboration. I wanted to take a second to talk about collaboration within CCO work.
Avaya and IAUG: Better Together at 2017’s Avaya ENGAGE Event
Avaya
SEPTEMBER 15, 2016
This gives those that are active in our community a competitive advantage. Beginning in 2017, Avaya and IAUG will come together to host their first truly joint event. The post Avaya and IAUG: Better Together at 2017’s Avaya ENGAGE Event appeared first on Avaya Connected Blog.
Top 3 Customer Service Trends for 2019 [Infographic]
Provide Support
APRIL 26, 2019
Customer service now becomes a competitive advantage for many companies during the sales process. © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2019. The post Top 3 Customer Service Trends for 2019 [Infographic] appeared first on Live Chat, Customer Service Blog | Provide Support.
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State of Analytics In Customer Programs: Customer Loyalty Focus, Machine Learning Adoption and the Data Science Skill Gap
Bob Hayes
SEPTEMBER 18, 2017
Only 32% of respondents are satisfied with their company's use of analytics to create a competitive advantage. Data were collected from January to March 2017. Potential respondents were invited to complete a survey on customer analytics best practices via the researcher’s blog and social media profiles.
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The Framework You Need to Survive in Retail
Beyond Philosophy
FEBRUARY 19, 2019
Baker Retailing Center from 2011 to 2017, where she witnessed retail chaos firsthand. Superior Competitive Advantage: What you offer must be more valuable than what the competition delivers. The bottom line is that if you’ve got a customer-focused mindset, then that becomes the competitive advantage.
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The Reasons Behind Tesla’s High Net Promoter Score
Retently
MARCH 29, 2023
In his blog post, he wrote: “So, in short, the master plan is: Build a sport car Use that money to build an affordable car Use that money to build an even more affordable car While doing above, also provide zero emission electric power generation options” The company had a vision and a long-term goal from the start.
Customer Experience Challenges According to 15 CX Experts
Lumoa
OCTOBER 31, 2018
Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. In my opinion, three things that are essential for CX include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations. Customers want you to know them.
Too Big To Care? Why Mega-Mergers Threaten Us
Beyond Philosophy
MAY 3, 2018
Fewer choices means providers require less attention to fostering a competitive advantage by providing an excellent, customer-centered experience. 16 January 2017. What CEOs want to Hear in 2017.” 1 November 2017. When you are the only game in town, people can play with you or miss the game. Sources: Mortiz, Bob.
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114 A third of consumers would rather clean a toilet than talk to customer service
Maru/HUB
FEBRUARY 2, 2018
An interesting study conducted by Aspect in 2017 revealed that amongst the 1,000 American consumers surveyed, nearly a third would rather clean a toilet than talk to customer service. In our last post, we argued that innovative experiences such as Amazon Go, makes it difficult to gain rich insight in the form of a real conversation.
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80 Strategy, Meet Structure: How Minnesota Healthcare Organizations Will Succeed in the Era of Evolving Customer Expectations
West Monroe
NOVEMBER 20, 2019
Consider the 2017 merger between CVS and Aetna , a testament to the effort it takes to compete in the evolving healthcare landscape. To produce a sustainable competitive advantage, the strategy—and the vision that sustains it—must be organization-wide and tailored to the market need it is intended to address.
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Customer retention analytics: 5 strategies to reduce churn with data
Thematic
DECEMBER 5, 2018
Interestingly, according to a study by Broadway Business , only 32% of respondents are satisfied with their company’s use of analytics to create a competitive advantage. One way many companies are finding a competitive advantage is through customer retention analytics. Reduces cost to acquire customers. Keen to know more?
The Carrot and The Stick – Recent Advertising Policy Changes by Google Are A Mixed Bag
Optimove
MAY 7, 2020
In 2017, I stood on stage at Optimove’s flagship customer event and forecasted that by 2027, all marketing would become relationship marketing. It is in this reality that relationship marketing will need to take the step forward predicted back in 2017 and be the central strategy for the complete consumer lifecycle.
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The Edge That Will Help Sales Leaders Get Ahead
Integrity Solutions
JANUARY 29, 2019
For more on this, check out our 2017 research, Turbo-Charging Passion to Drive Sales Performance.). Of course, that means the few organizations that are doing it right can claim a huge competitive advantage. How Robust Is Your Organization’s Coaching Model? These are not the only reasons coaches fall short, though.
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Horizontal vs. vertical integration: Which fits your needs?
BirdEye
JULY 27, 2023
In this blog, we’ll investigate horizontal vs. vertical integration strategies to understand if it’s more beneficial for your business to move up or sideways. It posted revenues of $20 billion in 2020, up from eight billion dollars just three years earlier, in 2017. Table of contents What is horizontal integration? It was a $13.7
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How HotelTonight, Caviar and Evernote Built a Culture of Agent Empowerment and Efficiency
Talkdesk
NOVEMBER 9, 2017
This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. Outstanding customer support is a competitive advantage for today’s innovative companies like HotelTonight, Caviar and Evernote.
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40 How HotelTonight, Caviar and Evernote Built a Culture of Agent Empowerment and Efficiency
Talkdesk
NOVEMBER 9, 2017
This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. Outstanding customer support is a competitive advantage for today’s innovative companies like HotelTonight, Caviar and Evernote.
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How HotelTonight, Caviar and Evernote Built a Culture of Agent Empowerment and Efficiency
Talkdesk
NOVEMBER 9, 2017
This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. Outstanding customer support is a competitive advantage for today’s innovative companies like HotelTonight, Caviar and Evernote.
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Why I love the Grace Hopper Celebration – and you should too!
Thematic
OCTOBER 13, 2019
of VC funding went to women-founded startups in 2017 and 2018. Hire people that others would overlook and use the resulting diverse team as your competitive advantage. After all, there are only so many of us, and the support female founders receive is often negligible: Only 4.8% of Fortune 500 companies CEOs are women.
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87 CSM from the Trenches – 5 LinkedIn Best Practices to Build, Grow, and Improve Client Relationships
ClientSuccess
JANUARY 25, 2018
For those just joining my blog series CSM from the Trenches , welcome. Erica has been a CSM for Marketware since February 2017 and became the Lead CSM shortly after joining the team. You can become involved in two ways : Guest blog posts : Have a frontline CSM best practice you’d like to share? Company : Marketware.
Stock Keeping Unit (SKU) Explained
Circular Edge
MAY 11, 2022
Blog Credit: Abby Jenkins, December 15, 2020 (Stock Keeping Unit (SKU) Explained | NetSuite). billion in losses in 2017 due to shrinkage. A SKU, or stock keeping unit, is a sequence of numbers and characters used as an internal tracking tool by businesses to track inventory. Identifying Shrinkage.
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Experience TV Episode 4: CX in Our Cities Featuring City of LA and Timetrade
Oracle
DECEMBER 17, 2020
after the City of LA in 2017 — is focused on the citizen experience. I highly recommend this post by Daniel Foppen on the Oracle CX blog which explores the ways this city takes tremendous pride in ensuring the best possible experience for its constituents.
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The Future of Work: How Companies Are Building Cultures Worker’s Love #nytnewwork
Natalie Petouhof
MARCH 6, 2017
Tweet Human Capital As a Key Competitive Advantage. Winning leaders have realized the value of a strong and effective culture as a crucial, competitive advantage. I am very excited about attending the upcoming conference on The New Work Summit #nytnewwork by the New York Times®. DrNatalie.
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40 Are Apple’s ResearchKit and CareKit ready for the Big Leagues?
West Monroe
APRIL 10, 2017
Further, the CareKit and ResearchKit frameworks are currently created solely for use on iOS devices – which could prevent more than 55% of users from utilizing such an application (iOS had only 42% of US market share as of January 2017 ), potentially detrimental to an unbiased research study for all smartphone-using patients.
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40 CSM from the Trenches – 5 Fundamentals to Avoid Surprise Client Breakups
ClientSuccess
DECEMBER 18, 2017
For those just joining my blog series CSM from the Trenches , welcome. Erica has been a CSM for Marketware since February 2017 and became the Lead CSM shortly after joining the team. Erica has been a CSM for Marketware since February 2017 and became the Lead CSM shortly after joining the team. Company : Marketware.
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Top 50 Customer Service Leaders – Best Customer Experience Influencers
Storyminers
JULY 6, 2020
As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. Bruce Temkin. Temkin Group was acquired by Qualtrics in October, 2018.
Top 50 Customer Service Leaders – Best Customer Experience Influencers
Storyminers
JULY 6, 2020
As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. Bruce Temkin. Temkin Group was acquired by Qualtrics in October, 2018.
The Authenticity challenge: 25 marketing, CX and innovation takeaways from the 2016 Customer Intelligence Summit
Alida
SEPTEMBER 22, 2016
RELATED STORIES: Finding power in feedback: How Alliant Energy drives award-winning customer experience [blog post]. SRO to hear 4 great brands talk how connecting with community gives competitive advantage #mrx #innovation #vcsummit pic.twitter.com/4kJDSW4uFz. See you at the 2017 Customer Intelligence Summit! .
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6 Businesses That Are Immune To Negative Reviews
Grade.us
APRIL 2, 2018
An economic moat is the competitive advantage one company has over their competitors. Were listed as America's most hated company in 2014 , 2015, 2016 and 2017. The post 6 Businesses That Are Immune To Negative Reviews appeared first on Blog | Grade.us No, I'm talking about an economic moat. They've mostly been ignored.
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Top 150 Global Customer Experience Thought Leaders and Influencers of 2020
SurveySensum
JULY 14, 2020
He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link].
Your Ultimate Guide to Brand Perception
ProProfs Chat
JULY 30, 2021
This blog covers every single detail about brand perception. Quality content in the form of in-depth blogs and comprehensive e-book sets you apart in the industry as thought leaders. Enter the keywords and terms associated with your brand, your blog page, product page, etc. What is Brand Perception? Image Source: Post Planner.
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50+ Customer Retention Statistics You Should Know
ProProfs Chat
DECEMBER 12, 2019
The best way to do this is by reading customer retention statistics, and that’s what we have carefully curated in this blog. Delightful customer experience is a major competitive advantage and is predicted to become the primary brand differentiator, overtaking product and price, for B2B sales by 2020. what customers want, .
CX Lessons from 2016: 31 Customer Experience Pros Share Their Plans for 2017
Bold360
NOVEMBER 21, 2016
What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? It entices me to imagine what awaits us in 2017 for customer service.
Leveraging NPS to Drive Revenue and ROI
SurveySensum
SEPTEMBER 8, 2023
NPS increases customer loyalty: According to the 2017 Temkin research , promoters are 4.2 NPS gives competitive advantage: In the book, The Ultimate Question 2.0 , Fred Reichheld and his team found that companies that have adopted NPS grow twice as fast as their competitors. times more likely to buy again, 5.6
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52 Top 10 business stories of 2017
Alida
DECEMBER 20, 2017
We’re wrapping up 2017 with a recap of the biggest stories of the year from the Vision Critical blog. Subscribe to the Vision Critical blog newsletter for more stories like these in 2018. Edelman’s 2017 Trust Barometer suggests that the world today is suffering from an implosion of trust. Smart products fail to impress.
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