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. Ready for 2017 and beyond?

Trends 153

Trends Customer Engagement Engagement Contact Center 153

Customer Bliss

NOVEMBER 9, 2017

As I look back at an article I previously wrote – What will CX Look Like in 2017 , I’m excited to see some of the progress that has been made in the industry. I’d like to share some of the most popular and most-shared content from the Customer Bliss blog.

Trends 204

Trends Customer Experience Customer Insights Customers 204

Storyminers

JANUARY 24, 2017

This article appeared first January 10, 2017 at SharpenCX.com. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device. How do you expect customer expectations to change in 2017? Here’s what we learned.

Contact Center 133

Contact Center Omni-Channel Brands Hospitality 133

Beyond Philosophy

DECEMBER 19, 2017

Every time I go back to the UK I feel like I took a step back in time. These six areas drive brand advocacy and loyalty, the gold-standard for any company measuring CX performance. Just 12 months ago in 2015, they scored 7.33; in 2017, just 7.08. Why is this happening and how does this apply to the state of CX in the UK?

Effort Score 153

Effort Score Customer Centricity Consulting eBook 153

Customer Bliss

DECEMBER 28, 2017

I thank you for taking the time to read my posts, and I look forward to creating even more great content for you next year! What will CX Look Like in 2017? Look out for my 2018 predictions soon! Customer Experience Labs: Your Strategic Weapon. Click To Tweet. Click To Tweet.

Self Service 141

Self Service Customer Experience Chatbots Chief Customer Officer 141

Customer Bliss

APRIL 12, 2019

Monica Whiting , Vice President of Customer Experience at TECO energy , shares tactics and plans to help you strategize short-term and long-term goals for CX, regardless of your industry. 3-Stage Approach to A New CX Transformation. What does delivering a world-class customer experience look like?

Customer Experience 162

Customer Experience Chief Customer Officer Leadership Analysis 162

Customer Bliss

DECEMBER 29, 2017

This year, I’ve had the opportunity to interview a multitude of CX leaders on my podcast, The Chief Customer Officer Human Duct Tape Show. As 2017 comes to an end, I’m thanking all of you who have taken the time to listen to my podcast. 4 Lessons Learned During a CX Transformation.

Groups 111

Groups Chief Customer Officer ROI Leadership 111

Experience Investigators by 360Connext

JANUARY 7, 2020

” That same search will tell you that 2018 was too… and 2017, and 2016… Maybe 2020 is the year the prognosticators get it right? .” ” That same search will tell you that 2018 was too… and 2017, and 2016… Maybe 2020 is the year the prognosticators get it right?

Net Promoter Score 173

Net Promoter Score Effort Score NPS Report 173

ECXO

JUNE 20, 2023

CX is everywhere. Businesses want a seamless CX just as they do in their personal lives. McKinsey with NielsenIQ looked at five years of sales data from 2017 to mid-2022. These people also work for businesses buying from companies like for yours. Where B2C goes, B2B follows. And the shift isn’t anecdotal.

B2B 122

B2B Brands Innovation Government 122

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. Ready for 2017 and beyond?

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. Ready for 2017 and beyond?

Trends 100

Trends Customer Engagement Engagement Contact Center 100

Customer Bliss

JANUARY 25, 2019

Get Senior Leadership to Understand Your CX Plans. When Darin came into his role as VP of CX and Delivery, the CX department already existed. But he had been working at the company for 10 years already and saw this as an opportunity to truly make some changes in the company and overhaul the CX program.

Roadmap 157

Roadmap Leadership Customer Journeys NPS 157

Alida

AUGUST 9, 2017

Kelvin (KC) Claveria (@kcclaveria) August 3, 2017. Clarice Chin (@helloclaricec) August 3, 2017. amyfpabst (@AmygpAmyfp) August 3, 2017. cxblindspot [link] #CX pic.twitter.com/icaYlymaRq. Vision Critical (@visioncritical) August 3, 2017. link] #cxblindspot pic.twitter.com/xgMHhSlcDA. Retail is transforming.

Retail 189

Retail Tips Customer Journeys System 189

CloudCherry

FEBRUARY 26, 2019

This report looks at what worked in 2018 in customer analytics and measurement. It can also help organizations take a more informed stand on how they would like to approach analytics, based on current trends and guide them towards framing a more data-driven analytics framework for 2019. Retailers find other ways to use analytics too.

Analytics 256

Analytics Report Analysis Study 256

Customer Bliss

JANUARY 3, 2018

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. In this episode replay, I chat with Catherine Courage , the VP of Ads and Commerce User Experience at Google about how she created the path of her CX leadership role. Happy New Year!

Leadership 188

Leadership Customer Journeys Chief Customer Officer How To 188

ijgolding

DECEMBER 14, 2017

In fact, it was not until Bruce Temkin and Jeanne Bliss conceived the association that the acronym of ‘CX’ became an established way of referencing the concept. This is what happened: End of September 2017 – I attempted to use my American Express credit card – it was declined.

Customer Experience 164

Customer Experience Customer Experience Professionals Customer Centricity Customers 164

NICE inContact

MARCH 27, 2018

A major conversational shift around artificial intelligence (AI) occurred in 2017. As revealed by the CX Transformation Benchmark Study : Over two-thirds of all customer service interactions, or total volume, are with live customer service agents (e.g., Exceptional Customer Experience Still Relies on Agent Assistance. voice or chat).

Contact Center 137

Contact Center Self Service Study Omni-Channel 137

Beyond Philosophy

JANUARY 27, 2022

As the new wave of Customer Science comes in, the old tide of Customer Experience (CX) is receding. I have seen it before with other influential business concepts, like Total Quality Management, Business Re-engineering, and Customer Relationship Management (CRM). I read that book in 1998, and I never looked back.

CRM 78

CRM Net Promoter Score Customer Satisfaction Consulting 78

Alida

JUNE 1, 2017

Vision Critical is headed to the Automotive CX Summit in Marina del Rey, California, on June 20 to 21. We’re excited to spend time with a group of like-minded professionals across the spectrum of the automotive industry, all focused on our most important asset: our customers. When: June 21, 9:15 am – 10 am. Scott Miller – CEO.

Automotive 157

Automotive Conference Retail Employee Engagement 157

Customer Bliss

DECEMBER 29, 2016

We’ll be back with new episodes in early 2017. The question goes like this: “What do you know NOW about customer experience work that you wish you knew THEN? The question goes like this: “What do you know NOW about customer experience work that you wish you knew THEN?” I promise it’s value-add!

Customer Experience 0

Customer Experience Chief Customer Officer Social Media Connections 0

ShepHyken

OCTOBER 18, 2021

I have added my comment about each article and would like to hear what you think too. Your customers will thank you, and they’ll be much more likely to share their positive experience with friends, family, and social media followers. My Comment: There’s not much we like about COVID-19. Which do you think has more impact?

Customer Service 82

Customer Service Airlines Feedback Social Media 82

CloudCherry

JULY 25, 2018

The MIT Technology Review: Getting To Iconic report is based on surveys conducted with over 550 business executives at global firms—including retail, IT, logistics, healthcare, IT, and more— in over 30 countries between May and July 2017. They “do not let technology overshadow their CX strategies” but they are also technology leaders.

Technology 170

Technology Brands Customer Experience Omni-Channel 170

Customer Bliss

AUGUST 15, 2017

She leads an international team across Europe which is responsible for the development and implementation of the CX Roadmap across various markets and functions. She is a regular speaker at CX events and conferences across Europe. She likes to run and is a passionate photographer. Annette speaks English and Spanish fluently.

Travel 204

Travel Industry Hotels Customer Journeys 204

ijgolding

JANUARY 18, 2018

2018 is the first calendar year in my career as a global customer experience specialist that I have looked forward more in hope than expectation. My last article of 2017 explained why I have a number of concerns regarding the evolution of Customer Experience around the world.

Customer Experience 0

Customer Experience Government Customer Centricity Case Study 0

CX Accelerator

JUNE 19, 2018

But what happens when we are sitting behind a computer screen looking at call centre costs racking up from repeat callers or negative customer survey results? We obviously should not wait for situations like this to take place in our companies. Do we empathize with the experiences our customers are having? So what’s the big deal?

Customer Experience 159

Customer Experience Customer Journeys Groups Airlines 159

NICE inContact

JUNE 17, 2019

In our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark study , we found that businesses greatly underestimate customers’ likelihood to recommend their company based on their experiences with online chat, apps and websites. Studies show I am not alone in this preference.

Analytics 136

Analytics Customer Experience Management Contact Center 136

NICE inContact

JUNE 17, 2019

In our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark study , we found that businesses greatly underestimate customers’ likelihood to recommend their company based on their experiences with online chat, apps and websites. Studies show I am not alone in this preference.

Analytics 136

Analytics Customer Experience Management Contact Center 136

CX Journey

SEPTEMBER 5, 2017

It begins on Wednesday, September 6, 2017. What are some of the effortless things, if any, that we as CX professionals do? A CX transformation is a lot of heavy lifting! How do we reduce the effort for CX professionals? Think about your CX transformation. Don't be shy! What's the easy part of our roles?

Customer Experience Professionals 112

Customer Experience Professionals Resources Customer Experience Meeting 112

ECXO

APRIL 1, 2021

This article delves into these words looking at their relation to a customer experience strategy. Customer experience Although there are many explanations of the customer experience, I believe that the CX Academy definition does it justice “the customer experience is how a customer feels due to every interaction they have with a company”.

Strategy 98

Strategy Exercises Customer Expectations Study 98

ijgolding

DECEMBER 1, 2017

As passionate a CX specialist I have ever spoken to, I am only amazed that our interview was the first time we had ever had a conversation. It just goes to show that the world of CX is such a big place, that there are incredible people still to be met! I am not a fan of business books, so decided to write it like a novel.

Insurance 148

Insurance Customer Centricity Customers Travel 148

CX Journey

JUNE 14, 2017

After responding so frequently to this question (or questions - one version is how to get started, one is how to advance) lately, plus hosting a CX Expert Office Hours session at the 2017 CXPA Insight Exchange on this very topic last month, I thought it was time to document some of the advice I give on this. Attend webinars.

Chief Customer Officer 144

Chief Customer Officer NPS Consulting Resources 144

Customer Bliss

DECEMBER 5, 2017

There are certain survival characteristics of an entrepreneur and someone who leads a CX effort: The ability to press through dark times. Prior to assuming this role in September 2017, Ms. “You need a lot of perseverance; it’s the skillset that defined me as an entrepreneur and got me through those times,” said Angie. Stay optimistic.

Chief Customer Officer 129

Chief Customer Officer Consumers B2B Leadership 129

Alida

JUNE 30, 2017

At the 13 th annual Automotive CX Summit, executives from OEMs, dealers, and finance providers shared their perspective on how the industry can work together to meaningfully transform the vehicle buying and ownership experience for the better. Cadillac continues to look for ways to deliver compelling products and experience.

Automotive 138

Automotive Industry How To Customer relationships 138

GetFeedback

JUNE 12, 2019

When tasked with overhauling the customer experience (CX), business leaders often seek to identify the most critical customer touchpoints. Because there are more potential touchpoints than ever before, the first step to improving customer service is taking a closer look at the entire journey. Final thoughts on customer touchpoints.

Touchpoint 199

Touchpoint How To Net Promoter Score NPS 199

Lumoa

OCTOBER 31, 2018

We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX CX transformation is no longer a nice-to-have, it's a necessity” – states Forrester , one of the most influential research and advisory firms in the world.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Oracle

JANUARY 31, 2018

According to the Washington Post , holiday 2017 saw the “strongest growth in retail sales since the end of the Great Recession” At NRF this past month – the National Retail Federation’s Retail’s Big Show conference – Brian Nagel, Managing Director and Senior Analyst at Oppenheimer & Co. Check it out. Check it out.

Customer Experience 80

Customer Experience CRM Trends Retail 80

ShepHyken

SEPTEMBER 28, 2020

I have added my comment about each article and would like to hear what you think too. My Comment: If you’ve been following this weekly roundup, then you know I’m a big fan of focusing on culture when it comes to customer service and CX. So, we start this week’s roundup with an article on culture that drives the CX.

Customer Service 74

Customer Service Culture Poor Customer Service Contact Center 74