Checklist for Posting a Blog

MaritzCX

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Where Can Artificial Intelligence Improve Your CX?

MaritzCX

Characters such as Rosie from The Jetsons, Hal from 2001: A Space Odyssey, or Ash from the movie Alien used to just be fantasy and so far-fetched that they could never feasibly become reality.

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Daisy, Daisy…

MaritzCX

This song always had a slightly sad/sinister undertones for me, ever since I saw the wonderful but weird film, 2001: A Space Odyssey. For some reason, the song “Daisy, Daisy” popped in to my head the other day.

Daisy, Daisy…

MaritzCX

This song always had a slightly sad/sinister undertones for me, ever since I saw the wonderful but weird film, 2001: A Space Odyssey. For some reason, the song “Daisy, Daisy” popped in to my head the other day.

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Road Map For Improving Customer Experience in Your Organization - Frank Reactions

Tema Frank

Back in 2001, when I first started selling usability and 360 degree customer experience (CX) testing to companies through Web Mystery Shoppers, I made a huge mistake. The Logic of Customer Experience & Usability Testing You see, I thought that … Continue Reading → The post Road Map For Improving Customer Experience in Your Organization appeared first on Frank Reactions.

Predictions 2019: Employee Experience Moves To Center Stage

Forrester's Customer Insights

Employees are quitting their jobs at the fastest rate since 2001.[i] Companies and executives are paying attention to employee experience as never before. There are good reasons for this attention.

Make a Mouse: The Power of a Culture of Customer Experience Excellence

Michelli Experience

On September 11, 2001, Midwood Ambulance Service employees responded to the terrorist attack on the World Trade Center in New York City. A Starbucks partner chose to charge full price and not give away $130 worth of water during the September 11, 2001, tragedy. With the grace of competent leadership, Starbucks did not seek to scapegoat or place blame on that store partner back in 2001 who made the errant decision in an unimaginably stressful situation.

Lesson #8: VoC Is Not The Same Thing As Market Research, But They're Converging

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. The following is an excerpt from Listen Or Die by Sean McDade, P hD.

Lessons in authentic leadership from ao.com: It’s not First Time Resolution – it’s Personal Resolution!

ijgolding

I was invited to speak by an ex colleague who I had not seen since 2001!!! In 2001, John launched Appliances Online, the group’s first website selling white goods. Social media has truly changed our lives in so many ways.

The Impact of Big Data on the Voice of the Customer

Customer Interactions

Back in 2001 Gartner analyst, Doug Laney defined the challenges surrounding the growth of big data in a research report that he authored (he also presented on the topic at a number of conferences). Big data and its challenges are not a new phenomenon. He described the challenge as being three dimensional; the increase in volume, velocity and variety

#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions

PeopleMetrics

Like many of my peers, I too broke into the customer experience space by way of the market research world—working at a large firm on a variety of highly valuable market research programs before founding PeopleMetrics in 2001. Do you know any CX professionals who started out in market research?

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3 tips for new Sitecore users

Connective DX

It’s not that I am necessarily bad at learning how to master new technology (trust me, my AOL Hometown website was decked out in 2001), it’s just that I’ve had to use a different platform for each organization I have worked at in the past four years I’ve worked as a marketer. Raise your hand if you’re a marketer who has struggled to learn how to use a new marketing technology platform recently.

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Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. The following is an excerpt from Listen Or Die by Sean McDade, PhD. Customer service (CS) is critical for delivering a great customer experience (CX).

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5 Top Customer Service Articles for the Month of June 2018

Comm100

Of course, there’s also the equally frightening vision of Hal from 2001: A Space Odyssey. Continuing our series of the best customer service posts on the web from May , I’m going to look at some standouts from last month that caught my eye.

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. The following is an excerpt from Listen Or Die by Sean McDade, PhD. As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM).

ICYMM: Communities Are What You Need – Trust Me!

Esteban Kolsky

I have been saying for a very, very long time (back in 2001 I wrote a research note for Gartner, and in 2003 Michael Maoz and I spoke about this already at the conferences… and, oh yeah – in the late 1980s when I was moderating Compuserve forums I gave an interview for PCWeek about them – and I am sure there’s more, but you are bored of hearing me say how awesome I am — even though I am) that communities are the end goal for business.

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. The following is an excerpt from Listen Or Die by Sean McDade, PhD.

What's Fueling Customer Complaints with Airlines

Think Customers

Yet customer complaints are at their highest levels since 2001, according to the 2016 Airline Quality Rating report. More flights are arriving on time while airlines are losing fewer bags and fewer passengers are getting bumped from flights. The report, released on April 4, found that while the percentage of flights that arrived on time in 2015 rose from 76.2 percent in 2014 to 79.9 percent last year, customers were most frustrated with problem flights, including cancellations and delays.

Contact Center AI – What’s out there?

Comm100

From the early days of Science Fiction and Kubrik’s groundbreaking 2001: A Space Odyssey to the more recent chess match between Deep Blue and Kasparov, AI has long captured our imaginations. AI (Artificial Intelligence) is undoubtedly a buzzword that’s been around for a while.

A new era for digital Voice of the Customer

OpinionLab

Founded in 2001, ForeSee developed a methodology to connect the digital experience to the bottom line through evaluative post-transaction surveys. The market we made. 1999 was a seminal year for the web. Y2K established the need for more agile approaches to coding. Myspace was introduced on the internet signaling a new era of social media. IE v5 launched as a harbinger of exponential growth in browser options.

Guilt or Greatness? Associations that Affect Customer Perception

Michelli Experience

In 2001 the TIKI®torch brand, popularized in the 1950’s, was purchased by Lamplight® (a family owned manufacturer of outdoor torches). When I was a kid, one of my mother’s favorite “mom-isms” was… tell me who you run around with and I will tell you what you are.

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

PeopleMetrics

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Do you ever wonder if you're doing as well as your competitors? Of course you do!

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Long Live The Service Design Agency

Kerry Bodine

But thinking that we’ve seen the last of service design agencies is like thinking that we’d seen the last of startups when the first dot-com market collapsed in 2001. This post originally appeared in my regular column in Touchpoint Journal , published by the Service Design Network.

Introducing CX Secrets with Sean McDade

PeopleMetrics

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Hi everybody!

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Easy User Experience Win for a Financial Services Company - Frank Reactions

Tema Frank

When I started Web Mystery Shoppers in 2001 to help companies improve their web-related customer experience, mistakes like the ones in the image above were common. How Can Big Companies Still Be Making Such Basic User Experience Mistakes? What’s Wrong With This Picture?

The Starbucks Experience | Challenges and Opportunities in Philadelphia

Michelli Experience

I vividly remember a Starbucks incident in 2001, right after the World Trade Center collapse, where baristas charged first responders at Ground Zero for bottled water.

Lesson #9: VoC Programs Are Not Old-School CSAT Tracks

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. The following is an excerpt from Listen Or Die by Sean McDade, P hD. Ten-plus years ago, market research firms offered what was called customer satisfaction tracking, or CSAT for short.

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How Artificial Intelligence Is Reshaping the Future of Cybersecurity

transcosmos Information Systems

Among these new panaceas is Artificial Intelligence, a concept you may have first heard of in the 1999 Robin Williams movie, “Bicentennial Man” or the 2001 Spielberg hit “A.I. Keeping your information technology systems secure isn’t as simple as you may think.

Passing the test of time: Is it still possible to stay in business for 100 years?

NewVoiceMedia

In 2001, over six decades after its foundation, Toyota created an ideology that now shapes its entire approach to manufacturing cars. Sustainability, resilience, longevity: these are things that most companies strive for – but how easy are they to achieve in the modern business environment? In the 1920s, the average lifespan of a company listed on the S&P 500 index was 67 years. Today, according to Professor Richard Foster from Yale University, it stands at just 15.

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#CXSecrets: Collecting Feedback IS a Touchpoint

PeopleMetrics

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Are you familiar with all the different ways your customers interact with your business?

Lesson #5: You've Got To Know And Use NPS, Even If You Don't Like It

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. The following is an excerpt from Listen Or Die by Sean McDade, PhD. An important metric in any successful VoC program is NPS , or Net Promoter Score.

Long Live The Service Design Agency

Kerry Bodine

But thinking that we’ve seen the last of service design agencies is like thinking that we’d seen the last of startups when the first dot-com market collapsed in 2001. For decades, designers have lamented that the business world didn’t understand or respect design. We howled didn’t have “a seat at the table.” We wondered when—or if—the tide would turn. We needn’t wonder any longer.

Awaken the Force: Six Powerful Commitments for 2016

Michelli Experience

I have long stopped doing “New Year’s resolutions” since I’ve repeatedly lost and gained back the same 10 pounds I have been resolving to lose since 2001. As December comes to a close, many of us will do a “year in review” (and if we don’t, Facebook will do it for us).

Are small businesses missing out on Customer Experience as a way to grow?

CX University

When the Census was taken in 2001, businesses with fewer than 500 employees contributed more than half of GDP (50.5%). Do you know how much small and medium-size businesses (SMEs) contribute to total GDP growth?

Here’s Why Your Customer Success Strategy Needs Data Science

Gainsight

While some may think of Terminator, HAL from Odyssey 2001, or Data on Star Trek, the products of data science have very realistic uses and are deeply embedded in our everyday lives. All over the world, companies are using data science to cultivate a healthy customer base.

ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold

PeopleMetrics

Complete the form to receive an email notification when it goes on sale: Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018.

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11 Contact Center Technologies to Boost Customer Satisfaction

TechSee

Founded in 2001, Fonolo’s cloud-based call center solutions provide companies with visual dialing and virtual queuing services.