InMoment XI

SEPTEMBER 27, 2023

NPSx by Bain & Company and InMoment recently released the State of CX: UK Consumer Trends Report , an in-depth analysis of customer perceptions on brand experiences across multiple industries. In this blog, we will delve specifically into the UK insurance industry. What’s the Score for Insurance Brands?

Insurance 260

Insurance NPS Net Promoter Score Loyalty 260

Upstream Works

DECEMBER 16, 2020

Digital customer engagement is about more than simply adding new channels to the contact center. Digital CX also enables contact centers and back office digital workers to truly understand their customers’ behaviors, wants and needs. Providing great CX requires more. Digital CX Levels the Playing Field.

Customer Journeys 78

Customer Journeys Chatbots Self Service Contact Center 78

ECXO

APRIL 18, 2024

Delving into Digital Conversations for Business Survival or Irrelevance, featuring Paolo Fabrizio The European Customer Experience Organization (ECXO) is delighted to announce our upcoming session on AI digital conversations, a topic of utmost importance in today’s business landscape. Born and bred in Milan, Italy.

Insurance 111

Insurance Consulting Travel B2B 111

2020 Research

AUGUST 30, 2022

Improve Your Customer & User Experience with Digital Qualitative Research . The incentives are rich and the stakes high for today’s brands to implement solutions that improve the customer experience (CX) and user experience (UX). Strong evidence indicates the solution to accomplishing the above lies in digital qualitative research.

Gamification 52

Gamification User Experience Groups Consumers 52

C3Centricity

MARCH 12, 2024

The answer is that a business can benefit from technology in this digital age to attract high-quality traffic and engage customers effectively. Understanding the Challenge of Getting High-Quality Traffic The explosion of systems and platforms means that the digital landscape is crowded and noisy.

Customer Engagement 226

Customer Engagement Engagement Competitive Advantage Entertainment 226

Beyond Philosophy

JANUARY 15, 2021

As we all interact more online than we ever have before, digital experiences are becoming an essential part of your CX. Like a physical experience, digital experiences should center around customers and focus on what they want so you can get what you want, customer-driven growth. Sometimes they can go in the wrong direction.

Airlines 99

Airlines Examples Customer Experience Exercises 99

Lumoa

SEPTEMBER 30, 2022

It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. That said, there are a huge number of factors that influence the customer experience or CX of your financial institutions. The Current State of Banking CX. Direct Banks and Non-Bank Financial Institutions.

Banking 236

Banking Customer Experience Self Service Financial 236

CustomerGauge

DECEMBER 12, 2016

Has anyone else ever heard the term “digital transformation” and let loose one of the longest eye rolls of their life? The post NPS and the Digital Transformation of CX appeared first on CustomerGauge. Don’t worry, I was in your shoes once.

NPS 119

NPS Software Marketing Customer Experience 119

mopinion

SEPTEMBER 30, 2020

And they’re doing it by placing more and more weight on the digital customer experience (CX) when it comes to choosing you or your competitor. The post Top 15 Digital Customer Experience (CX) Solutions appeared first on Mopinion.

Customer Experience 59

Customer Experience Report Customers Company 59

CustomerSuccessBox

MAY 18, 2022

Searching for blogs in the arena is getting accessible slowly and it’s time you leverage the essential knowledge these blogs have to offer, to flourish! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! Suggested blog : Account Expansion: If You Want To Grow Fast, Do This….

Customer Success 52

Customer Success Case Study Resources Customers 52

Bold360

SEPTEMBER 8, 2020

It turns out that the key to being resilient in the areas of customer and employee experience (CX and EX) is using self-service tools and knowledge base management tools, and blending them with human agents to provide a flexible, scalable, and future-proof approach to customer and employee engagement.

Self Service 52

Self Service Knowledge Base Chatbots Banking 52

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. Brian Cantor, Managing Director, Digital at Customer Management Practice. Steven is an expert in customer experience in a digital world.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Eptica

AUGUST 4, 2022

Date: Friday, August 5, 2022 Author: Pauline Ashenden - Demand Generation Manager Creating a framework for digital transformation. Author: Pauline Ashenden - Demand Generation Manager A lot has been said about the importance of digital transformation in business today, including in customer experience. Published on: August 05, 2022.

B2B 148

B2B Interaction Management Customer Experience 148

mopinion

JANUARY 16, 2018

Another year has passed and Digital Customer Experience (CX) finds itself – once again – at the top of many business agendas. Not surprisingly however, considering many experts are calling CX ‘the new battlefield’. The post Top Digital Customer Experience (CX) Trends for 2018 appeared first on Mopinion.

Trends 79

Trends Customer Experience Customers 79

Bold360

MAY 26, 2020

The term “customer experience” (CX) doesn’t seem to have a standard definition, but it’s often used interchangeably with customer journey, brand perception and customer engagement. By definition, one or two touchpoints in isolation do not make a customer experience: CX is made up of all the touchpoints across all the channels (i.e.,

Self Service 52

Self Service Customer Experience Net Promoter Score NPS 52

ShepHyken

FEBRUARY 22, 2019

My obsession for Customer Experience (CX) started when I received a package in the mail on a random afternoon. Since my Stacy’s Chips incident, I have been fascinated by CX and continue to pay very close attention to how companies deliver unforgettable experiences to win over customer’s hearts – and wallets.

Hotels 108

Hotels B2C Loyalty B2B 108

ShepHyken

DECEMBER 14, 2018

CX teams that are lax with data security put their organization’s reputation on the line, as well as the trust of their customers. Some of the biggest concerns among the CX professionals were the loss of customer trust (54 percent) and a diminished brand reputation (46 percent). “To Customer loyalty is built on trust.

Customer Experience 103

Customer Experience Policies Government Customers 103

Lumoa

JANUARY 9, 2018

CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world. We were curious to know what CX professionals should pay attention in the coming year and asked the leading CX experts for their opinion.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

Lumoa

OCTOBER 26, 2022

Full List of Customer Experience Conferences in 2023: CX Summit by Boussias | January, 23 | Online. CX BFSI UK Exchange | February, 21-22 | London, UK. Pharma CX Summit | March, 22-23 | Princeton, US . CX Exchange USA | March, 28-29 | Miami, US. NACAS South CX | April, 16-19 | Dallas, US.

Conference 236

Conference Customer Experience Contact Center Financial 236

Lumoa

JULY 17, 2023

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. Personalized digital journey 4. Optimizing your online presence 2.

Customer Experience 208

Customer Experience Strategy Self Service Chatbots 208

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

ShepHyken

MAY 3, 2019

This shift is largely due to the digital transformation that has disrupted our entire society over the past quarter-century, and the mantra of maximizing the customer experience has grown directly out of that transformation. One effect of the digital transformation has been the erosion of the traditional definition of brand loyalty.

Loyalty 115

Loyalty Effort Score Social Media Omni-Channel 115

GetFeedback

JUNE 12, 2019

I’ve lost count of the number of meetings that I’ve had with copywriters, marketers, and designers where the terms customer experience (CX) , user experience (UX) and user interface (UI) have been used in an interchangeable manner. What is customer experience (CX)? . To learn how to do this, check out our other CX article.

User Experience 329

User Experience Customer Experience Interaction Customers 329

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Self Service Chatbots ROI 89

Lumoa

FEBRUARY 14, 2024

It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. This is because CX involves many factors that are outside your direct control.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Uniphore

JANUARY 21, 2022

With more patient and member interactions happening remotely, the pressure to deliver a seamless digital experience is all too real. How can healthcare CX providers ensure that members consistently receive positive, high-quality service while meeting strict compliance and privacy requirements? Download the Article.

Healthcare 246

Healthcare Self Service Virtual Agent eBook 246

Lumoa

MAY 5, 2022

Customer Experience (CX) is far more than traditional customer service and marketing. The Benefits of a Customer Experience Strategy Customer Experience strategy gathers the threads and shows the way Five important steps for the development and implementation of CX CX in the crystal ball What is Customer Experience?

Strategy 277

Strategy Customer Experience How To Analysis 277

ShepHyken

APRIL 5, 2019

For many modern brands, chatbots represent the first step in a move to digital agility and transformation. Read Shep’s latest Forbes article: Five Ways To Deliver Customer Amazement In A Modern CX World. The post Guest Blog: The Rise of Chatbots in Customer Experience appeared first on Shep Hyken.

Chatbots 116

Chatbots Customer Experience Contact Center Ecommerce 116

Eptica

SEPTEMBER 12, 2022

Author: Pauline Ashenden - Demand Generation Manager As housing association tenants increasingly embrace digital channels, AI-powered chatbots provide a new way of engaging with customers and meeting their needs. Our latest blog explores the 6 key benefits chatbots deliver, while outlining best practice for ensuring ROI.

Chatbots 125

Chatbots ROI Trends Financial 125

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. Whether you’re planning new CX strategies , want to become more customer-centric , or just want to learn more about customer experience , these customer experience books will help you do that. Nowadays, most people search for information online.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Eptica

FEBRUARY 14, 2022

Date: Monday, February 14, 2022 Author: Pauline Ashenden - Demand Generation Manager 5 factors that are driving the need for better digital customer experience. In our latest blog we highlight research that demonstrates the shift to digital and focus on five important areas driving customer experience transformation.

Self Service 133

Self Service Customer Experience Trends Video 133

ShepHyken

MARCH 10, 2024

My Comment: We start this week’s Top Five Roundup with an article from one of my favorite CX thought leaders, Stephen Van Belleghem. If I had to sum these up in one word, I would say these fall under the category of “friendly,” which, according to our customer service and CX research , is a top reason customers will say, “I’ll be back!”

Self Service 77

Self Service Customer Service Airlines Touchpoint 77

Bold360

FEBRUARY 12, 2020

Most CX strategies don’t require getting in the mud, literally. On the latest episode of CXNextLive, our weekly LinkedIn broadcast, we sat down with Aja Varney, Director of Global Customer Engagement at Spartan, for an inside look at their CX journey. Not so with Spartan, creators of obstacle course races worldwide. About CXNext Live.

Self Service 52

Self Service Chatbots e-support Course 52

ShepHyken

APRIL 14, 2017

This week on our Friends on Friday guest blog post my colleague, Jaime Scott, writes about how engagement is crucial to delivering an excellent customer service experience. Many have turned to digital channels in an attempt to find a solution, but have discovered to their cost that automation alone doesn’t hold the answers.

Contact Center 82

Contact Center Competitive Advantage Employee Engagement Engagement 82

Comm100

NOVEMBER 29, 2021

Organizations relying on call center support were forced to transition to digital channels during lockdowns. 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. From CX to AX – The birth of the agent experience.

Trends 206

Trends Customer Service Chatbots Omni-Channel 206

Clicktools

JUNE 30, 2017

by CallidusCloud CX Guest Blogger, Daniel Newman. ~~~. Research shows that 49 percent of companies expect to undergo vast digital transformation in the next two years. Contrary to popular belief, customer experience should be the driver of the digital transformation; not technology advancements. . There is no exception to this.

Customer Centricity 45

Customer Centricity Customer Journeys Software Innovation 45

Customer Bliss

DECEMBER 16, 2020

As we’ve recently shifted to a digitally-focused world, you may have faced some new challenges in the way leadership should approach customer experience. Excerpt from my chat with my friends at @SweeneyAgency ) #leadershipbravery #CX pic.twitter.com/5vzSdhTz8c. After all, customer experience at its core is about #LEADERSHIP.

Leadership 305

Leadership Customer Experience Survey Tips 305