Clarabridge

JULY 18, 2018

In September 2009, Simon Sinek stood in the middle of a stage in a cozy theater in Puget Sound, Washington and delivered one of the most iconic TED talks to date. Although customer experience (CX) was a nascent space back in 2009, it is easy to extend his argument to the customer experience space today.

Effort Score 40

Effort Score Measurement Analysis Social Media 40

Forrester's Customer Insights

MAY 18, 2018

Back in 2009, Forrester launched its first customer experience forum. We picked New York as the location because for years we’d put on a financial services event there, and we knew that our attendees from the banking, brokerage, and insurance industries all had CX on their minds.

Banking 22

Banking Insurance Financial Return on Investment 22

Service Untitled

DECEMBER 27, 2010

Paul Stockford, president of Saddletree Research, an organization that gauges industry change trends, notes that the changes of customer experience management will continue an upward movement in social channels. Interestingly enough, the social trends since 2008 have grown exponentially.

Social Media 42

Social Media Trends Customer Experience Contact Center 42

SmartKarrot

FEBRUARY 15, 2022

It acts as a repository for critical customer-focused knowledge that the experts themselves have created. Bob is the author of the best-selling book Hooked On Customers. Bruce Temkin is a renowned expert in customer experience management who specializes in all aspects of customer-centricity. Bruce Temkin.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

BirdEye

OCTOBER 12, 2022

Since its launch in 2009, Foursquare has become a go-to app for users looking to connect with friends and explore new places. Nearly 2 million businesses have already created Foursquare business listing to join the conversation and connect with customers. Foursquare is an incredibly useful tool for your business.

How To 98

How To Tips Social Media Analytics 98

BirdEye

OCTOBER 6, 2023

Implement a crisis communication plan: Step: Develop a comprehensive crisis communication plan in advance to effectively manage and mitigate crises. Example: Toyota’s response to a major recall in 2009 showcased a well-prepared crisis management plan. Click on the banner below to learn more.

Strategy 58

Strategy Social Media Airlines Software 58

ClearAction

OCTOBER 1, 2018

The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. Another example is Temkin Group’s 2018 Customer Experience Competency and Maturity Assessment.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

SurveySensum

JULY 14, 2020

With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. Kia Abbott – CCXP and Customer Experience Manager at Cape Union Mart Group.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

CX University

MARCH 6, 2018

The US Department of Education recorded an average graduation rate of 59% for the years 2009-2015. According to Google Trends, search queries for “customer experience” have doubled in the United States over the last five years. Customer experience specialist salary,” and “Customer experience manager.”

Effort Score 55

Effort Score Policies Competitive Advantage Course 55

PeopleMetrics

MAY 22, 2015

2009 by Phillip Capper , CC BY 2.0. Image Credits: “One of these Things is not like the others.” by JD Hancock , CC BY 2.0. Five Salty Balls by Gabriel Rojas Hruska , CC BY 2.0. Bee drinking raindrops by Michal Oravec , CC BY 2.0. Car Trouble, Millbrook, New York, 9 Nov.

Strategy 48

Strategy Customer Experience Case Study Employee Engagement 48