Kerry Bodine

JANUARY 23, 2017

Over the last decade, journey maps have transformed from obscure design artifacts to common customer experience tools. If so many people are already on board with journey mapping, why will 2017 will be the year of the journey? And they’re not just for CX professionals anymore. Because it’s not about the maps.

Customer Journeys 168

Customer Journeys Exercises Touchpoint eBook 168

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

CX University

SEPTEMBER 11, 2018

Prepare to be humbled by the career development excellence of the United States Patent and Trademark Office. Prepare to be humbled by the career development excellence of the United States Patent and Trademark Office. Accelerated Career Development – United States Patent and Trademark Office (USPTO).

Management 209

Management Employee Engagement Government Engagement 209

CloudCherry

MARCH 12, 2018

Believe it or not, companies aren’t doing a great job at Customer Experience. Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. According to this report, over 17% of brands in the US are Lapsers.

Customer Journeys 170

Customer Journeys Customer Experience Touchpoint Analytics 170

CloudCherry

MARCH 12, 2018

Believe it or not, companies aren’t doing a great job at Customer Experience. Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. According to this report, over 17% of brands in the US are Lapsers.

Customer Journeys 170

Customer Journeys Customer Experience Touchpoint Analytics 170

Experience Matters

FEBRUARY 21, 2017

We just published a Temkin Group report, State of the CX Profession, 2017. Here’s the executive summary: To understand the mindset and roles of customer experience professionals today, we surveyed 237 CX professionals and then compared […].

Report 133

Report Customer Experience Professionals Groups Study 133

CloudCherry

MARCH 19, 2019

“Firms will continue to regard CX as a collection of continuous improvement projects until they see an irrefutable, directly attributable connection to returns.” – Forrester, Hardwire Customer Experience 2018. Traditional CX metrics like customer satisfaction, customer effort and NPS are not directly tied to making money moves.

Financial 218

Financial Metrics Customer Journeys NPS 218

Alida

MAY 8, 2018

Chief marketing officers take note: If there’s one thing you want to excel at in your next annual performance review, it’s customer experience. . Many brands are not delivering a great experience to customers, so it’s not helping CMOs win the engagement game. CMOs still don’t have a single view of the customer.

Report 173

Report Customer Experience Leadership Study 173

ReviewTrackers

MARCH 31, 2021

Improving customer retention can prevent billions of dollars of lost revenue in the insurance industry. What’s worse than losing billions in revenue is the amount that insurers have to pay to acquire new customers. According to Hubspot, the insurance industry is tied for the third-highest customer acquisition cost at $303.

Insurance 123

Insurance Customer Retention Industry How To 123

Experience Investigators by 360Connext

OCTOBER 4, 2017

The first week of October is both Customer Service Week and the week of CX Day! This week of celebrating success through CX and better customer service is an important reminder that we all serve a role in this. But customer service has a special place in the way a customer feels about your brand! Here are a few ideas.

Customer Service 181

Customer Service Social Media Innovation NPS 181

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.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

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.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

Lumoa

JANUARY 11, 2022

It is vital for companies to know if their clients and customers are happy with their service and products, and NPS solutions are one of the best ways to find out. Net Promoter Score is a benchmark for customer loyalty that tells how your customers understand your business and feel about it. What Is an NPS Software?

NPS 259

NPS Software Net Promoter Score Survey 259

Vonage

FEBRUARY 23, 2017

The days of winning over your customers’ hearts and minds based solely on the quality of your product or service are over. This leaves delivering a speedy, personalized and friendly customer experience as the best way to differentiate your business from its competitors. Half of consumers move on after poor customer service.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

Beyond Philosophy

DECEMBER 19, 2017

The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up. Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging. Per the report, brands in the U.K.

Effort Score 153

Effort Score Customer Centricity Consulting eBook 153

NICE inContact

OCTOBER 15, 2018

Companies of all sizes now compete in the experience economy to attract new customers and build customer loyalty and advocacy. No longer able to rely on product quality or price, companies must consistently deliver exceptional customer experience to drive bottom line growth.

Contact Center 122

Contact Center Consumers Self Service Chatbots 122

CSM Magazine

OCTOBER 5, 2021

The findings were announced on the first day of the annual Calabrio Customer Connect (C3) conference. Calabrio previously surveyed agents on the same topic in 2017. According to the study, one-third of agents report feeling acutely stressed multiple times per week.

Report 52

Report Study Conference Connections 52

Alida

OCTOBER 20, 2017

Digital transformation means your patients are also customers. Right now, however, the prognosis isn’t good; many health care organizations are doing a poor job of reading their customers’ vitals. Patients are customers too. The remedy for health care organizations: View patients as though they are customers.

Wireless 170

Wireless Return on Investment Airlines Hospitality 170

Alida

JULY 11, 2017

Customer experience is middling at best, and that’s troubling for brands. 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.

Customer Experience 183

Customer Experience Effort Score Omni-Channel Retail 183

AWS Machine Learning

FEBRUARY 6, 2024

These events can be reported anywhere, from hospitals or at home, and must be responsibly and efficiently monitored. The other data challenge for healthcare customers are HIPAA compliance requirements. Traditional manual processing of adverse events is made challenging by the increasing amount of health data and costs.

Healthcare 95

Healthcare Training Data Consulting 95

CX Accelerator

FEBRUARY 12, 2018

We now live in the age of the customer, where customers expect consistent, high-value experiences. If customers don’t get immediate value, they will likely leave and go to a company who will deliver an experience that meets their expectations. In 2017, VoC maturity is still an issue. Why Is VoC Important?

Customer Success 140

Customer Success Effort Score Feedback Call Recording 140

Kustomer

AUGUST 11, 2022

Today, customers know more than ever before. They have access to customer reviews via social media, use self-service resources to educate themselves on products and services, and are well-versed on the web to find the information they need. What Is Effective Customer Service? What Is Effective Customer Service?

Customer Service 98

Customer Service Social Media Self Service Loyalty 98

TechSee

MAY 1, 2018

AI is revolutionizing the way utilities operate, optimize and provide service to their customers. AI in utilities is also playing an increasingly central role in customer-facing interactions. 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

Retently

MARCH 29, 2023

Tesla has also claimed the top spot in the Consumer Reports’ annual owner satisfaction survey , where 91% of Tesla owners stated that they would buy another Tesla vehicle in the future. So how does the world’s NPS leader achieve such a high level of customer satisfaction?

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

Customer Guru

DECEMBER 13, 2017

The Customer Experience Buzz. Customer experience is becoming more important with every passing year. I, however, believe that customer experience is becoming a part of the boardroom discussion in companies. Each year, a new wave of technological advancements is introduced to customers.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Clarivate

MARCH 8, 2023

The suitability of RWD, the FDA said in a 2017 guidance report , depends on its relevance (whether data directly addresses intended use) and reliability (completeness, accuracy and timeliness) [2]. In recent years, there has been an increased focus on real world evidence to advance medical science and improve patient quality of life.

Data 59

Data Healthcare Study Trends 59

TechSee

MAY 15, 2018

All eyes were on the smart home market in 2017. In fact, according to PwC’s 2017 consumer study of the IoT and the connected home, while 81% of consumers are aware of smart technology, only 26% actually own a smart device. What went wrong in the trajectory of smart home adoption, and why did so many experts miss the mark?

Analysis 111

Analysis Marketing Self Service Wireless 111

TechSee

APRIL 10, 2019

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. OK, so CX is important.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

Kayako

APRIL 29, 2019

There is a lot of focus on employee engagement and experience these days. And with good reason, customer-centric culture is the backbone of good customer experience. Richard Branson famously said “If you look after your staff well, they will look after your customers. Don’t underestimate the power of this.

Customer Service 163

Customer Service Guidelines Employee Engagement Customer Journeys 163

West Monroe

MARCH 17, 2024

API-banking, automated bill pay setup, digital payments functionality linked to cash flow reporting). As we move further into 2024 and the spring growing season for production agriculture kicks off, the ag sector has an eye pointed toward the potential headwinds expected throughout the remainder of the year. The result?

Trends 52

Trends Banking Financial Insurance 52

TechSee

APRIL 3, 2018

Customer churn in the age of information is a fact of life for every business in every industry. Customers have unprecedented access to data, enabling easy comparisons of alternatives, as well as hassle-free provider changes with a simple click of a button. Customer churn formula. The price of a high customer churn rate.

Customer Retention 141

Customer Retention Technology Strategy Analytics 141

Customer Bliss

JUNE 28, 2018

To stay ahead of the competition, airlines keep close tabs on customer experience to address flyers’ concerns, preferences, and needs through reports like the recently released J.D. FOCUS ON CUSTOMER EXPERIENCE TO PUT YOU A STEP AHEAD. Are you focusing on customer experience?

Airlines 135

Airlines Industry Competitive Advantage Travel 135

TechSee

MARCH 5, 2019

Claims processing is a key touchpoint in the customer life cycle, and insurers have only a short window of opportunity to satisfy policyholders. They’ll also improve financial results and serve happier customers. AI will help the insurance sector shift from its current state of “detect and repair” to “predict and prevent.”

Insurance 95

Insurance eBook Self Service Travel 95

Customer Bliss

JANUARY 26, 2018

“More and more customers are willing to use live chat when contacting brands, but their general satisfaction rate has gone down slightly.” This is a finding from the recently released LiveChat Customer Service Report 2018 , comparing results from 2017 to 2016. You need a strategy in place based off your customer journey.

Chatbots 114

Chatbots Chief Customer Officer Touchpoint Report 114

Playvox

APRIL 4, 2023

They’re protecting and building your company’s brand — no matter what they have to deal with from customers. Signs And Effects Of Poor Agent Emotional Well-Being In Your Contact Center Working with customers requires a lot of emotional labor from your customer service center agents — even if customers are happy.

Contact Center 78

Contact Center Average Handle Time Study Feedback 78

Wired and Dangerous

AUGUST 20, 2018

Customer service can be a lot like the man in the house beside the track. We stop seeing the details of our customer’s experience; we cease standing in our customer’s shoes. We stop seeing the details of our customer’s experience; we cease standing in our customer’s shoes.

Customer Journeys 70

Customer Journeys Employee Engagement Training Report 70

eGain Blogs

OCTOBER 4, 2017

Happy because we are celebrating the importance of CX but sad about the state of CX. The Forrester CX Index for the US just came out, and the news is not good—customer experience seems to be regressing in the homeland. Customer service agents don’t know the answer (34%). The post Mixed feelings on 2017 CX Day!

Omni-Channel 66

Omni-Channel Consulting Report Brands 66