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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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.

How to Fail Fast with Your User Experience

Truthlab

In fact, I bet there’s someone over in the Agile Alliance shaking his head and saying “But we’ve been doing that forever (defined as since 2001 in Software Time).” Reading Time: 3 minutes Fail fast and pivot are not new concepts, despite the current Silicon Valley buzz around these terms.

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

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.

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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#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?

CEM 79

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.

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.

Saving The Earth And Humanity One Tree At A Time

Magellan Solutions

million hectares of tree cover from 2001 to 2017. Over the years, we, humans, kill the same thing that keeps us alive.

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.

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.

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.

A Bonus Lesson from Listen or Die

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. One year ago today, I launched my book, Listen or Die: 40 Lessons that Turn Customer Feedback into Gold ( check it out on Amazon! ). The goal of the book was to share best practices on how to create a great Voice of Customer (VoC) program. Over the past year, another lesson has emerged that I would like to share with you.

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If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Understanding the various touchpoints (e.g., in person, digital) you have with your customers is key to delivering a memorable customer experience. Once you’ve mapped out your touchpoints, it’s often helpful to group them into channels. That’s the focus of this blog post. The most common channels.

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.

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 #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).

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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Unforgettable Episode 37: Customer-Centric Product Design and Why it Matters

Smarter CX

They started in 2001 as a hot dog stand in New York and eventually one location became a thing; people would line up for hours in beautiful weather in the summer in New York City to get a hamburger from Shake Shack.

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).

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.

Someone Who Loves Zappos.com Loves You

COPC

I have been buying shoes from Zappos.com since 2001. This is part of our occasional series called CX Stories, which are personal accounts by COPC Inc. employees about their own positive customer experience. This story is from Judi Brenstein, vice president, COPC Inc.

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?

#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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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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Customer Relationships: When They Start Right, They Stay Right

Amity

2001) Antecedents of commitment and trust in customer–supplier relationships in high technology markets. Managers intuitively recognize new customer relationships should start on a positive note. Their instincts are well-founded.

Lesson #10: B2B VoC and B2C VoC Are Completely Different

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. Who are your customers? Are they businesses ( B2B ) or consumers ( B2C )? The answer to this question is key to creating a world-class VoC program.

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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.

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.