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

JUNE 15, 2022

Digital technology offers local councils enormous potential in how they serve their local communities. Our blog describes the key factors that are driving digital investment within local government customer service, as well as highlighting some of the challenges. Tags: Local Government Categories: Trends & Markets.

Technology 126

Technology Government Banking Trends 126

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 76

Self Service Customer Service Airlines Touchpoint 76

Alida

JULY 11, 2017

Forrester’s 2017 Global Customer Experience Trends report found the vast majority of firms in digital and traditional retail, banking and insurance around the world only earned the research firm’s Customer Experience Index (CX Index) score in the “OK” range. Go beyond digital—think omnichannel. Tie CX efforts to revenue.

Customer Experience 183

Customer Experience Effort Score Omni-Channel Retail 183

Eptica

JULY 29, 2022

Date: Friday, July 29, 2022 Author: Pauline Ashenden - Demand Generation Manager Automating and digitising CX in financial services. Tags: Financial services, digital channels, digital CX Categories: Market Trends. Published on: July 29, 2022. Share this page on: Tweet.

Financial 77

Financial B2B Trends Technology 77

COPC

APRIL 1, 2024

Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX). Today, the field of CX is a dynamic arena where mature technology applications seamlessly integrate to enhance user experiences. This approach moves away from traditional methods, making training more engaging and interactive.

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

Lumoa

JANUARY 19, 2023

Identify the Company’s Goals Before you start looking for people or draft your CX strategy, your first step should be to clarify and understand the wider objectives of your organization. What’s more, it will help you build a link between your CX team goals and the broader company goals. What does the company want to achieve?

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Lumoa

AUGUST 23, 2021

What we’ve learned about CX during COVID-19 can be summarized as follows: The ability to build—and maintain—connection is even more of a hot commodity, so it’s more important than ever for your teams to be empathetic and transparent. Another trend to emerge throughout the increasing digital interactions has been the use of video.

Customer Experience 236

Customer Experience Social Media Video Analytics 236

Eptica

JUNE 10, 2022

Date: Friday, June 10, 2022 Author: Pauline Ashenden - Demand Generation Manager 3 key CX gaps between companies and their customers. 5 factors that are driving the need for better digital customer experience. Tags: channel choice, contact centre, self-service Categories: Trends & Markets. Published on: June 10, 2022.

Self Service 120

Self Service Company Banking Customer Journeys 120

Lumoa

JANUARY 8, 2024

Welcome to the ‘digital-everything’ era. This kind of feature helps a user create and customize categories like ‘Feature Enhancements’ or ‘User Experience’ to tailor the analysis to your specific needs. AI tools are changing the way we analyze customer feedback.

Analysis 394

Analysis Software Comparison Social Media 394

CSM Magazine

FEBRUARY 16, 2024

Topics covered will include subjects such as Telehealth Support, Data-Driven Decision Making, and Connected Commerce, among many other aspects of the digital customer experience. The awards categories include Innovation of the Year and Engagement Solutions of the Year.

Contact Center 52

Contact Center Industry Omni-Channel Call Center 52

CloudCherry

NOVEMBER 11, 2019

Hmmm…sounds like CX to me. So, what makes a true CX Champion? According to some of our 2019-2020 CX Championship Judges, it comes down to a few very important things. Eric Ullman of CX Alchemy defines it as, “someone who lives and breathes Customer Experience.” And what does our very 1st CX Champ, Nate Brown have to say?

Conference 150

Conference Connections Customer Experience Leadership 150

eGain Blogs

JUNE 24, 2022

When it comes to CX performance, history repeats and repeats and repeats… itself! The Newsweek listing on America’s best customer service companies and the Forrester US CX Index for 2022 just came out. Forrester CX rankings. 1 rank in Online services and digital products – Internet service providers. #1

Consumers 87

Consumers Airlines Transportation Banking 87

CloudCherry

AUGUST 26, 2019

Originating in the tech sector, customer experience (CX) is now a hot topic in the B2B space—so hot, in fact, that many B2B CX experts believe it will define their companies’ competitive strategies in the coming years. Gartner found that over 80% of organizations expected to compete mainly based on CX in 2019.

B2B 199

B2B Conference Metrics B2C 199

Eptica

JULY 1, 2022

Creating a framework for digital transformation. Automating and digitising CX in financial services. Categorie(s): Market Trends Best Practice The standard of business-to-business (B2B) customer service delivered by companies is central to retaining and growing clients and revenues. Share this page on: Tweet.

B2B 71

B2B B2C Customer Service Trends 71

Eptica

JANUARY 24, 2020

However, despite the focus on big picture CX, the reasons why customers leave a brand are often subtle and can even be the result of an overzealous desire to attract, engage and delight. Here are some of my top customer churn symptoms and cures. #1 Share this page on: Tweet. 4 Christmas customer service lessons from Santa.

Self Service 106

Self Service Knowledge Base Customer Satisfaction Social Media 106

ShepHyken

OCTOBER 25, 2021

What Kind of CX Do Customers Really Want? This article emphasizes that customers may not be so quick to want to use an automated or digital system. Our customer service research indicates that 59% of customers prefer to go to the phone or email over digital channels. Here are my top five picks from last week. by Eric Krapf. (No

Customer Service 143

Customer Service Loyalty Programs Chatbots Loyalty 143

OpinionLab

AUGUST 29, 2017

Omnichannel CX and how to optimize across channels is a huge challenge in today’s increasingly digital world. A google of “omnichannel CX stats” and “omnichannel stats” quickly reveals that: 98% of Americans switch devices in the same day ( Google ). Well, according to our survey, younger generations favor digital channels.

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166

ClearAction

MAY 26, 2023

Data mining technologies abound, and this should be your top interest in CX tech investment. How you ask, analyze, and advocate CX insights is pivotal to your enterprise growth curve. This is CX Intelligence. Put as much energy into CX intelligence as you put into almost-free VoC and surveys.

Customer Insights 62

Customer Insights Chief Customer Officer Effort Score Leadership 62

ClearAction

OCTOBER 25, 2022

Assessment for Almost-Automatic CX Excellence Lynn Hunsaker. To propel your firm to world-class performance, an assessment for almost-automatic CX excellence is now available. You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

C3Centricity

SEPTEMBER 14, 2020

A recent article on CNBC showed that many major chains in the USA had recorded triple-digit growth in online sales in the first half of this year. Customers will always need to see and try before they buy in numerous categories. So are retail outlets really essential for every category? Source: Brian Solis.

Retail 194

Retail Trends Apparel Transportation 194

ShepHyken

SEPTEMBER 10, 2023

That’s always welcome, but an unexpected increase in business can cause customer service and CX issues if the company or brand is not prepared. These three game-changers are generative artificial intelligence, conversational user interfaces, and digital customer service. How to Make Loyalty a New Business Line for your Brand?

Customer Service 78

Customer Service Loyalty Programs Retail Loyalty 78

Eptica

JULY 8, 2020

Demonstrating this, out of the 50 leading companies analysed in the 2020 Eptica Digital CX study not one was able to answer the same routine question across email, Facebook, Twitter and chat. Why you can no longer ignore the cloud for CX applications. A third (36%) responded on three channels, but 20% only gave an answer on one.

Customer Experience 111

Customer Experience Knowledge Base How To Self Service 111

customer sure

NOVEMBER 27, 2023

We’re delighted to announce that CustomerSure has been named as a finalist in the Trusted Quality Provider category at the Institute of Customer Service ‘UK Customer Satisfaction Awards’ for 2024. Implementation was very straightforward and we found the advice of CustomerSure was key to designing our survey strategy.

Customer Satisfaction 62

Customer Satisfaction Conference Healthcare Insurance 62

Confirmit

FEBRUARY 5, 2020

A lot has changed in the world of CX since the ACE Awards first launched in 2005. If you’re familiar with the awards you’ll notice that we’ve revamped the submission forms and categories this year. So, we’ve introduced the Professional of the Year category. Find out which categories are right for you.

Customer Voice 52

Customer Voice Tips Meeting Feedback 52

ECXO

APRIL 7, 2024

The Majestic Dance between AI and Humans in CX Indeed, in the luminous panorama of business ecosystems, the phrase “customer experience” has emerged as a cardinal point of focus. In this digital era, artificial intelligence (AI) has certainly emerged as a powerful tool that can augment and enhance customer experience.

Innovation 111

Innovation Connections Analytics Touchpoint 111

Thematic

AUGUST 7, 2019

This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (CX) to move from insights to action. It includes a step-by-step guide to help you calculate the ROI of CX. The question on everyones mind is: How can I prove the ROI of CX to my executive teams?

ROI 123

ROI NPS Metrics Financial 123

Experience Investigators by 360Connext

APRIL 14, 2020

Here are ten high-level ways to get things done in using digital tools, virtual meetings, and solid best practices. You may have many customers across many demographic and psychographic categories. I consider three categories when gathering data for journey maps. This guide is designed to help you get there. Click To Tweet.

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

Talkdesk

OCTOBER 28, 2020

This renewed energy and passion informed our CX Transformation Roadmap , which outlines five progressive stages for building resilient cloud contact centers. In a continued effort to help our customers transcend with innovative technology, we’re excited to host the Talkdesk Digital Showdown: Innovations in CX on November 5.

Contact Center 69

Contact Center Roadmap Innovation Technology 69

Oracle

JULY 7, 2020

When assessing your CX strategy, it’s vital to account for and adapt to this newly blended environment to deliver a seamless customer experience across all touchpoints. That way, they can reach the people they care about at scale across digital and video content. Digital is dominating and will continue to fuel CX.

Consumers 98

Consumers Entertainment Fashion Ecommerce 98

Upstream Works

NOVEMBER 30, 2022

This is not a promising scenario for contact centers looking to make customer experience (CX) a differentiator for their company. Unsurprisingly, contact center as a service (CCaaS) adoption has accelerated, as contact center leaders are recognizing the need for innovation to better support digital customer experiences.

Self Service 78

Self Service Contact Center Customer Experience Chatbots 78

Quadient

AUGUST 11, 2022

Quadient is here to help you play offense in your budget process by providing the forecasted cost savings, increases in agility, and boosts in customer loyalty across a variety of specific communications and customer experience (CX) projects. You don’t have to take “no” for an answer on your CX transformation project funding requests.

Customer Journeys 52

Customer Journeys Report Data Omni-Channel 52

Eptica

NOVEMBER 8, 2017

But creating this customer understanding is complicated by the fact that the customer journey today is fluid and spans numerous touchpoints, many of them digital channels. Acting systematically to continuously improve the experience CX is a journey, not a destination. Balancing the human and the digital in customer experience.

Customer Centricity 96

Customer Centricity How To Self Service Chief Customer Officer 96

Interactions

JANUARY 30, 2020

Discussions about digital transformation are overtaking the boardroom as the consumer landscape continues to evolve. CX focus in digital transformation. When it comes to digital transformation, the focus of many strategies centers around improving customer experience.

Strategy 77

Strategy Chatbots Touchpoint B2C 77

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

CSM Magazine

APRIL 26, 2022

Qualtrics, the leader and creator of the experience management (XM) category, today announced Qualtrics Social Connect, a new digital customer service and social listening solution. Listen, analyze and improve service delivery on all social and digital channels. million followers.

Social Media 52

Social Media Connections Company Contact Center 52

Quadient

DECEMBER 14, 2021

What fast-paced digital evolution means for customer experience transformation. Reduce cost-to-serve and churn: improve your CX. Changes to consumer behavior because of COVID have accelerated the propensity for consumers to switch to digital communication channels. Consumers want the option of print or digital.

Customer Experience 52

Customer Experience Study Consumers Communication 52