QuestionPro Audience
JANUARY 5, 2018
Vuzix today announced they’ll be unveiling their latest smartglasses at this year’s CES in Las Vegas. Called Vuzix Blade, the smartglasses are more of a heads-up display akin to Google Glass than a positionally-tracked AR headset like Microsoft Hololens or the upcoming Magic Leap One , although the Blade’s styling certainly comes closer to ‘normal’ than many we’ve seen before.
Lumoa
JANUARY 3, 2018
My first full year as an entrepreneur has come to an end. Our company, Lumoa, has now been there for a bit more than one year. In fact, we celebrated our one-year anniversary on 14th of November. What have I learned? First of all, it has been a great year. I’ve enjoyed it tremendously. It actually surprises me, how fun it has been. We started Lumoa with Carlos and Suvi after leaving Microsoft in August 2016.
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Experience Matters
JANUARY 3, 2018
Last month, Temkin Group published its annual list of CX trends and we labelled 2018 “The Year of Humanity.” Here’s an infographic showing the 15 trends (also available in poster form): Here are links to download different versions of the infographic: Infographic: in .jpg format, in .pdf format 18? x 24? poster: in .jpg format, in .pdf format.
Centriam Customer Experience Lab
JANUARY 5, 2018
Make Shopping Enjoyable to Encourage Sales. On a previous blog , my colleague Jason shared a finding from Centriam’s 2017 Retail Study : customers who had an enjoyable shopping experience were more likely to be promoters. This finding is especially robust among millennials, the largest generation in the US. Millennials who said their experience was extremely enjoyable were nine times more likely to be satisfied with the price they paid, and twice as likely to repurchase as millennials who said t
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
QuestionPro Audience
JANUARY 5, 2018
Scientists at Iowa State University are using 3D printing to make graphene-based sensors-on-tape that can be used to collect data about water use in crops. The sensors could also be used in biomedical diagnostics, architecture, and other fields.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Matters
JANUARY 3, 2018
Desktop Metal announced today it has been granted seminal patents by the United States Patent and Trademark Office for its Separable Supports technology which enables 3D printing of large, complex parts through metal sintering and the removal of metal support structures by hand.
CloudCherry
JANUARY 4, 2018
The retail banking industry has been dealing with massive upheaval for a while now, and things will continue in the same vein come 2018. Technological advancements continue to drive the disruption of the industry. However, FinTechs will also keep the pressure up on the industry due to their agility and constant innovation. Furthermore, consumers are beginning to trust these firms more and more, often to the detriment of traditional banks.
QuestionPro Audience
JANUARY 3, 2018
Experts are predicting 2018 to be the year mobile technology officially takes over travel. Gone are the days of making blind booking arrangements and hoping for the best, or using a travel agent. Even sitting down at a desktop computer is no longer necessary. Today, 77% of Americans own smartphones and a recent Global Traveler study found that one in three travelers now books on a mobile device.
InMoment XI
JANUARY 2, 2018
The winter holiday season is such a great time to be with family and friends. It’s a time when we think about others and give gifts to the people we love. Everyone’s mind is on making the holiday experience perfect. As such, customers and companies alike are extra sensitive to their customer experience (CX). I’d.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
Customer Bliss
JANUARY 3, 2018
Happy New Year! I’m still on vacation from new podcast recordings, and during this interim, I’m replaying 3 of my most popular podcast episodes of 2017. Have you listened to The Chief Customer Officer Human Duct Tape Show ? As you get ready for the year ahead, I highly suggest you dig into the archives and listen to more episodes. Bill Carmody of Inc Magazine recently listed my podcast as binge-worthy !
Experience Investigators by 360Connext
JANUARY 3, 2018
Disruption is a word that can inspire fear. After all, disruption is what led to the fall of many companies who considered themselves “too big to fail.” Disruption is what led to the doors closing at chain bookstores across the nation and left the taxi industry wondering what happened. Your business, today, as you read this, is being disrupted.
QuestionPro Audience
JANUARY 5, 2018
Smaller companies and those without a big national brand may find recruiting the Class of 2018 a little easier this year. The annual college recruiting survey from NACE found employers plan to hire 4% more grads this year than last. That may not seem like much of an edge since it is an increase over 2017, but it’s the lowest increase in NACE’s fall survey in 7 years.
GetFeedback
JANUARY 5, 2018
Customer surveys can sound the alarm when service issues threaten your business. These 3 tactics will help you dig deeper into customer support feedback.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Alida
JANUARY 5, 2018
Marketers are always looking for new ways to create experiences that resonate with customers, and 2018 will be no different. And although fads come and go—think unicorn hair and frappuccinos—there are some trends that will stick in the coming year and affect how businesses interact with customers. For CMOs, it means staying on their toes, as their roles will change in several ways this year.
Storyminers
JANUARY 2, 2018
In graduate school, I learned that Cash Cows are sacred. If a dairy farmer has a cow that gives milk each day, it has a valuable asset because every day they can count on more milk. In 1966, Boston Consulting Group borrowed the term from farming to introduce part of its new portfolio matrix. “ Cash Cows ” means products that make more money than they cost to maintain market share.
QuestionPro Audience
JANUARY 5, 2018
Two researchers from the University of Canterbury in New Zealand have used 3D printing to develop “high-performance heat exchangers” which could impact the design, production, and efficiency of electronic devices, vehicles, and more.
Experience Matters
JANUARY 1, 2018
Happy New Year and welcome to 2018, The Year of Humanity! Gelukkige nuwejaar, Gëzuar vitin e ri, e glëckliches nëies, aam saiid, shnorhavor nor tari, yeni iliniz mubarek, bonne année, urte berri on, ?????? ?????, subho nababarsho, asgwas amegas, mbembe mbu, bonne année, sretna nova godina, bloavezh mat, ??????? ???? ??????, hnit thit ku mingalar pa, kung hé fat tsoi, bon any nou, xin nian kuai le, pace e salute, sretna nova godina, š?
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
Kayako
DECEMBER 30, 2017
A South Central Los Angeles man has been arrested on suspicion of triggering a "swatting" hoax in Kansas, which resulted in the death of an innocent bystander , killed by police who responded to a hoax 911 call. The call was apparently the result of a spat between two Call of Duty videogamers. According to Authorities in Wichita, Kansas, the "swatter" made up a story about a shooting and kidnapping, which resulted in a man being shot and killed when he opened doors for police.
Michelli Experience
JANUARY 3, 2018
During the last several months, The Michelli Experience added a new division – Business Supercharged (consulting/coaching services for an exclusive group of entrepreneurs and mid-sized business leaders). Previously, I worked almost entirely with senior leaders in Fortune 500 companies. As I embarked on this new set of products, I spoke with many small and mid-sized business owners.
TechSee
JANUARY 2, 2018
Customer satisfaction and experience are important for every industry, and insurance is no exception. According to the OECD Global Insurance Statistics , more than US $2.29 trillion in claims were paid by insurance companies in 2016 alone. Already a fiercely competitive industry, new players are continuously entering the market. One of those companies, Lemonade , is offering innovative business models focusing on a fast and efficient approval process and transforming what consumers (especially
Storyminers
JANUARY 2, 2018
In graduate school, I learned that Cash Cows are sacred. If a dairy farmer has a cow that gives milk each day, it has a valuable asset because every day they can count on more milk. In 1966, Boston Consulting Group borrowed the term from farming to introduce part of its new portfolio matrix. “ Cash Cows ” means products that make more money than they cost to maintain market share.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
ClearAction
DECEMBER 30, 2017
How to Solve Customer Experience Silos Lynn Hunsaker. Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. Smooth customer experiences require silo-solving across the customer journey. If your company wants to become a customer experience super-power, standing out in your industry and reaping those financial advantages, silo-solving must be predominant in your customer experience strategy.
Michelli Experience
JANUARY 3, 2018
During the last several months, The Michelli Experience added a new division – Business Supercharged (consulting/coaching services for an exclusive group of entrepreneurs and mid-sized business leaders). Previously, I worked almost entirely with senior leaders in Fortune 500 companies. As I embarked on this new set of products, I spoke with many small and mid-sized business owners.
Beyond Philosophy
JANUARY 2, 2018
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. This past July 23rd, Southwest Airlines passenger Stacy Hurt called the airline’s customer service desk at the Pittsburgh International Airport. Her luggage, containing medication for helping with the side effects of the colon cancer chemo therapy, had failed to arrive on a flight from Nashville.
ReviewTrackers
JANUARY 1, 2018
It’s 2018. In all honesty, will you make dinner reservations at a restaurant without checking Yelp or Facebook? Will you book a luxury suite at a hotel without first consulting TripAdvisor? Will you entrust your health and well-being to a doctor without looking at her profile on Vitals or Healthgrades? And will you watch the newest Jurassic Park without reading the reviews on Rotten Tomatoes (to see if it’s one of the good Jurassic Parks)?
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ShepHyken
JANUARY 3, 2018
Over the last few weeks, I’ve been reading about predictions and trends for 2018. It got me thinking about the actions we must take to be competitive. Regardless of your industry, everything has changed about the way we do business. There are some businesses that claim they’ve done things the same way for years, decades, even a century. They claim they do business just as their fathers and grandfathers did.
Michelli Experience
JANUARY 4, 2018
The post {Infographic} Supercharge your business by letting go appeared first on Joseph Michelli.
Customer Guru
JANUARY 3, 2018
At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.
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