Kerry Bodine

MARCH 8, 2017

I’ve been a fan of service design since my introduction to it in grad school —and an active champion of the discipline since my initial involvement with the Service Design Network back in 2010. 2016 has come and gone, and the good news is that customer experience has proved to be a lasting strategic imperative among today’s executives.

Chief Customer Officer 216

Chief Customer Officer Innovation Government Study 216

Helen Dewdney

FEBRUARY 28, 2020

rise on previous year. Full details of all price rises can be found on the Royal Mail website. ].

Policies 73

Policies Leadership Report Course 73

Team Support

JANUARY 9, 2024

By 2010, with advances in AI and natural language processing, chatbots became more sophisticated, and companies started incorporating chatbots into various platforms, including websites and messaging apps. In the early 2000s, simple chatbots were used on websites to assist with frequently asked questions and basic customer support.

Technology 59

Technology Chatbots Call Center Social Media 59

AskNicely

AUGUST 17, 2018

In his 2016 letter to shareholders , Amazon CEO Jeff Bezos wrote,“There are many advantages to a customer-centric approach. Savvy CEOs understand that growth and employee engagement can be created by listening to customer feedback while following one guiding principle: Be customer obsessed.

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

Magellan Solutions

MAY 2, 2024

In 2016, it also outsourced some IT tasks. In 2010, Microsoft signed a 3-year contract with the Indian IT company Infosys. Google started offshoring in 2011 when it sent 1,000 customer support jobs for its AdWords product to contact centers worldwide. Reports show that Google now has more contractors than full-time employees.

Call Center 52

Call Center Culture Software Communication 52

Alida

JULY 28, 2016

To learn more about this topic, join us at the 2016 Customer Intelligence Summit , where Lauren Meewes, senior program manager of seller at eBay, and Catherine Makk, vice president of global insights at HarperCollins, will share how to use customer feedback to give context and meaning to big data.

Data 100

Data Social Media Analytics Entertainment 100

Beyond Philosophy

DECEMBER 30, 2021

Between 2010 and 2019, only 30 percent of the companies tracked on the ASCI increased their scores. That means 70 percent of companies between 2010 and 2019 didn’t improve their scores, despite the focus on improving customer experience. Since 2016, I have lost 100 pounds, and 55 of them in the past two months.

Customer Satisfaction 78

Customer Satisfaction Return on Investment Consulting Customer Relationship Management 78

GlowTouch

MAY 17, 2022

By 2010, we had sole responsibility for monitoring all servers for one of the industry’s largest hosting firms. By 2016, several other provider brands were working with us. Nearly 15 years of experience in server monitoring and administration. Currently monitoring more than 25,000 servers. Consistenly achived 99.9%

System 52

System User Experience Report Technology 52

Helen Dewdney

NOVEMBER 7, 2016

The UK’s first application to bring a class action will be heard on 12-13 December 2016 before the Competition Appeal Tribunal. My client, Dot Gibson, the General Secretary of the National Pensioners Convention (NPC), launched the case in May 2016 against Pride Mobility Products Limited, the largest supplier of mobility scooters in the UK.

Retail 67

Retail Consumers Groups Conference 67

ijgolding

JANUARY 18, 2018

Judging the annual celebration of excellence in the field of Customer Experience has become a firm fixture in my calendar – as has the equivalent event in the UK since 2010. One of the reasons that I have this hope, is that the United Arab Emirates (UAE) is also a very interesting case study for transforming customer centric thinking.

Customer Experience 0

Customer Experience Government Customer Centricity Case Study 0

CloudCherry

JANUARY 22, 2020

2010) Voice of the Customer. 2016) “Are you really listening to what your customers are saying?” Adams, Faith. 2019) “How to Transition Your Voice-Of-The-Customer Vendor. Retrieved from: [link]. Gaskin, Steven P. John Wiley & Sons, Ltd. Retrieved from: [link]. Fanderl, Harald et al. McKinsey & Company. Retrieved from: [link].

How To 243

How To Social Media Analysis Feedback 243

ijgolding

SEPTEMBER 19, 2016

In 2010, I was overjoyed to see my team win my organisations first ever UK Customer Experience Award. This Friday, I am excited to be judging another crop of talented, committed and passionate Customer Experience Professionals at the 2016 UK Customer Experience Awards. EARN authority by getting external recognition.

Customer Experience Professionals 120

Customer Experience Professionals Customer Experience Training Hotels 120

Magellan Solutions

FEBRUARY 2, 2022

However, India started losing ground to the Philippines when fraudulent activities of Indian call centers were exposed in 2016. 2010 : The Philippines was officially declared as the world’s BPO capital where 525,000 employees are already working in call centers. 2016 : The industry is expected to generate 1.3 billion in revenue.

Call Center 75

Call Center Industry Contact Center Government 75

NetBase

AUGUST 11, 2020

Recorded music revenues had flatlined in 2010 after ten years of steady decline. In 2016, growth was spurred on again by the burgeoning music streaming industry – and consumers have flocked to the format in record numbers since. And then streaming music came along. To put it into perspective, in 2019 total U.S.

Social Media 90

Social Media Consumers Trends Video 90

Esteban Kolsky

NOVEMBER 28, 2016

As John Oliver said in the November 13 show when talking about the election results (and I won’t even talk about that) – 2016 has been a “difficult” year (he used other words that Siri would’ve translated to Ducking Shorty) — and that applies to our jobs as well.

Self Service 60

Self Service Analytics Leadership Technology 60

Comm100

JULY 11, 2019

The modern chatbot era began in 2010 with Apple’s Siri, and today they are more or less mainstream, with an Oracle report from 2016 stating that 80% of C-suite leaders and senior marketers have already implemented chatbots or plan to do so by 2020.

Contact Center 117

Contact Center Chatbots Analytics Effort Score 117

AWS Machine Learning

APRIL 16, 2024

AWSTemplateFormatVersion: "2010-09-09" Transform: AWS::Serverless-2016-10-31 Description: CloudFormation template for book hotel bot. If you download the example template and deploy it, you should see that an IAM role has been created. We provide examples of templates as we go through this post and merge them as we get further along.

Management 88

Management Hotels Resources Policies 88

Eptica

NOVEMBER 16, 2016

Date: Wednesday, November 16, 2016 How does customer experience affect sales growth? Published on: November 16, 2016. In 2016 this initial study was expanded , examining company CX and sales performance for companies in the same five sectors between 2010 and 2015.

Sales 48

Sales Customer Experience Insurance Airlines 48

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Published on: June 24, 2016. The figures have now been updated and released for 2016 , analyzing data that goes back to 2010. Author: Chris Eideh Businesses understand that improving the customer experience has a direct impact on revenue generation.

ROI 50

ROI Self Service Customer Experience Airlines 50

Esteban Kolsky

JANUARY 24, 2016

Jacob Morgan (@jacobm) January 24, 2016. Then I remembered, back in 2009-2010 we had the same problem, with the same chart. A Framework For How Any Company Can Design Amazing Employee Experiences #FutureofWork https://t.co/2apz47obpy 2apz47obpy pic https://twitter.com/5m1o0RNgvL. This is a popular chart, for some reason.

CRM 0

CRM Conference Employee Experience Groups 0

CX University

FEBRUARY 6, 2018

Companies with fewer than 500 employees: Employ 48% of the total workforce (US Census Bureau, 2016). of GDP (US Census, 2010). This segment, comprised of your friends, moms, dads, and others is an enormous contributor to the general welfare of our communities. Produce 44.5% But I am concerned.

Customer Experience 71

Customer Experience Feedback Customer Centricity Loyalty 71

Tricia Morris

NOVEMBER 20, 2015

A Gartner Research survey found that by 2016, 89% of companies expect to compete mostly on the basis of customer experience (compared to just 36% in 2010). “Every employee can affect your company’s brand, not just the front-line employees that are paid to talk to your customers.” ~ Tony Hsieh.

Customer Experience 40

Customer Experience Survey Report System 40

Magellan Solutions

MAY 3, 2022

In 2016, some onshore call center workers at Verizon engaged in a seven-week strike in the Philippines. Then in 2016, it opened another customer service and technical support office in the country, creating more than 4,000 jobs in total. American Express. Transurban. Procter & Gamble .

Call Center 81

Call Center Company Telecommunications Banking 81

CSM Magazine

OCTOBER 15, 2019

According to a 2016 study by Market Strategies, 54% of residential customers preferred digital communication over any other form of communication. Mia moved to the UK as Head of Operations in 2010, whereafter she moved to the US in 2013 to take up the post of General Manager of the US region, prior to her appointment as COO.

Communication 40

Communication Retail Study Innovation 40

Customer Bliss

APRIL 26, 2016

For more on different pathways to CCO, read Paul Hagen’s 2011 Harvard Business Review article on that topic or my February 2016 post on how to become a CCO. Consult an old post of mine from 2010 on essential customer service metrics for more, or another deep dive from Client Heartbeat in 2014.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

Clarivate

MAY 24, 2022

In May 2010, the Chinese Medical Association (CMA) reached an expert consensus that defined rare diseases as those with a prevalence of less than 1 in 500,000, or with a morbidity rate of less than 1 in 10,000, among newborns. [2] Establishing a definition of rare disease.

Healthcare 52

Healthcare Policies Government Marketing 52

Toonimo

JULY 27, 2017

The platform is available in server-form with SharePoint 2016 being the latest version or in online form in either a cloud-based version or bundled with Microsoft Office 365. Despite this, SharePoint 2013 seems to be the most used edition with the aging SharePoint 2010 coming in a close second.

Self Service 40

Self Service Return on Investment Training Software 40

Toonimo

JULY 27, 2017

The platform is available in server-form with SharePoint 2016 being the latest version or in online form in either a cloud-based version or bundled with Microsoft Office 365. Despite this, SharePoint 2013 seems to be the most used edition with the aging SharePoint 2010 coming in a close second.

Self Service 40

Self Service Return on Investment Training Software 40

Helen Dewdney

FEBRUARY 27, 2018

The report, “ More Ombudsman Omnishambles – 20 months on “, written by consumer campaigners Helen Dewdney and Marcus Williamson, follows on from their June 2016 report that exposed serious failings in the UK ADR system. Marcus Williamson is a journalist and campaigner with a background in the Information Technology sector.

Government 35

Government Consumers Retail Report 35

Avaya

MARCH 28, 2016

A brief snapshot of the current state of technology in 2016: 3.5 Researchers at Ponemon recently estimated the average cost of a data center outage has grown from $505,502 in 2010 to $740,357 today, a roughly 46 percent increase. billion people are online and collectively their traffic is measured in zettabytes. billion in use by 2020.

Management 48

Management System Software Measurement 48

NetBase

SEPTEMBER 17, 2019

in 2020, online was fairly underwhelmed and investors were decidedly skeptical, with the chain’s stock dropping 11%: That’s because Wendy’s has tried breakfast before – several times in the past decade actually , “including a 2010 plan to launch in 1,000 test markets that eventually petered out. Yo Quiero Taco Bell ?

Analytics 45

Analytics Social Media Consumers Resources 45

ijgolding

NOVEMBER 17, 2016

Winning a UK Customer Experience Award in 2010 for an initiative we called ‘Customer 1st Aid’ will always stick in my mind as a massive milestone in my career as will becoming a CCXP in 2014. This post originally appeared on the CXPA Blog on November 10, 2016. That will come in time; tenacity and discipline will out.

Customer Experience Professionals 120

Customer Experience Professionals Customer Experience Customer Centricity Customers 120

Helen Dewdney

MARCH 21, 2019

. % rise on previous year. rise on previous year.

Government 46

Government Policies Management Financial 46

Wired and Dangerous

MAY 9, 2021

The NWPTA, which came into effect in 2010, is a trade agreement between the Provinces of Alberta, British Columbia, Saskatchewan and Manitoba. The NWPTA: Canadas federal, provincial, and territorial government leaders created the Canadian Free Trade Agreement, which took effect on Canada Day, 2017.

Government 91

Government Policies e-support Financial 91

Magellan Solutions

AUGUST 31, 2022

Virgin Australia’s online reservation, check-in, and booking system broke in September 2010, leaving 50,000 customers stranded. In order to modernize its website and mobile apps, Hertz recruited Accenture in 2016. The disaster highlights the need for technical proficiency in IT outsourcing. CASE STUDY . CASE STUDY .

Examples 75

Examples Case Study How To Banking 75

CX Workout - Ideas Blog

AUGUST 3, 2018

Back in 2010 Domino’s percentages of sales from digital ordering was about 25%. As of 2016, and I honestly don’t know what their number is today, I’m sure it’s north of 60%, but I don’t know what it is. A present of $1,000 invested in January of 2010 would be worth, as of 2017 March 23rd, $21,000.

Leadership 40

Leadership Course Case Study Social Media 40

CX Workout - Ideas Blog

AUGUST 3, 2018

Back in 2010 Domino’s percentages of sales from digital ordering was about 25%. As of 2016, and I honestly don’t know what their number is today, I’m sure it’s north of 60%, but I don’t know what it is. A present of $1,000 invested in January of 2010 would be worth, as of 2017 March 23rd, $21,000.

Leadership 40

Leadership Course Case Study Social Media 40