NICE inContact

JULY 13, 2016

After six years in the cloud, Hoveround added inContact’s award-winning Personal Connection™ proactive outbound solution in 2014 and has seen outstanding results by eliminating the tell-tale awkward pause of typical legacy dialers. Tom Hoffman, Executive Business Editor at 1to1 Media will moderate the 60-minute session.

Customer Experience 121

Customer Experience Contact Center Omni-Channel ROI 121

Customer Bliss

SEPTEMBER 19, 2019

Connect, Partner, and Reflect. She has seen things evolve over the past five years, and is proud of their new, trademarked, communication model, “ connect, partner, and reflect. ” So, whether someone is dealing with a colleague, a patient, a physician, or staff member, there’s a protocol for forming the connection.

Communication 135

Communication Hospitality Healthcare Customer Journeys 135

ReviewTrackers

MAY 7, 2019

For franchise restaurant operators, this belief has meant shifting their focus from working on traditional advertising and promotions to managing online reviews. Check out: “ How the Restaurant Industry is Using Social to Manage Marketing Efforts ”). More money spent = more resources deployed = more confidence gained.

Social Media 86

Social Media Advertising Resources Consumers 86

Ecrion

JUNE 12, 2020

Ecrion, a leading provider of customer communications and customer experience automation solutions for banks and wealth management firms across the globe, is pleased to announce its inclusion in FinXTech Connect’s technology partner directory for banks. About Ecrion Software. About FinXTech. For more information, please visit?

Banking 71

Banking Technology Financial Software 71

Customer Interactions

JANUARY 30, 2014

Security technology is moving into the spotlight in 2014, and this goes well beyond its capabilities in the control room. In 2014 I believe we’ll begin to witness the next wave of PSIM adoption, especially within higher education and banking organizations. Here are my predictions for nine key physical security trends this year.

Trends 33

Trends Video Analytics Retail 33

ijgolding

APRIL 25, 2017

In April 2014, I wrote an article entitled, ‘Common Sense – The Not So Magic Customer Experience Ingredient’ – If you did not, or do not want to read it, I told two quite ridiculous tales of the lack of application of common sense. The Wi-Fi in this hotel had the slowest connectivity I have EVER experienced.

Airlines 164

Airlines Hotels Customer Experience Connections 164

ShepHyken

MARCH 15, 2019

This week we feature an article by Tom Buiocchi who writes about the importance of the “behind the scenes” work facilities managers do in order to enhance the customer experience. When you think about how to provide excellent customer service, chances are facilities management might not be the first thing that comes to mind.

Customer Service 75

Customer Service Management Retail e-support 75

ijgolding

SEPTEMBER 24, 2015

It was a sentiment I very much agreed with – you can read more about the 2014 results here. The 6 pillars are as follows: Personalisation – Using individualised attention to drive an emotional connection. Expectations – Managing, meeting and exceeding customer expectations. Amen’ to that.

Analysis 120

Analysis Omni-Channel Customer Experience Brands 120

QuestionPro Audience

JULY 24, 2017

Take a look at the Target breach in Jan 2014. Executives including the CISO were fired. When the impact of a data breach affects shareholder value, consumer confidence and loyalty, and ultimately bottom-line revenue, it’s time to dust off the resume. Depends on the publicity and consumer impact of the data breach. Whoops!

Data 150

Data Social Media Policies Connections 150

Vonage

JANUARY 30, 2019

Nine out of the ten topics mentioned in our inaugural 2014 version have become mainstream. For instance, what about inventing a non IVR way of connecting customers to the best resource? Even WFO, the main tool for squeezing the last pip from front line teams has now morphed into WEM – workforce engagement management.

Omni-Channel 228

Omni-Channel Self Service Innovation Technology 228

Gainsight

MARCH 1, 2024

From leveraging emerging technologies to fostering deeper connections, these trailblazers illuminate the path ahead, guiding us towards a future where customer success is not just a strategy but a transformative force driving efficient growth and customer delight. What’s changed: How widespread CS has become.

Customer Success 59

Customer Success Chief Customer Officer Customers Metrics 59

Experience Investigators by 360Connext

OCTOBER 31, 2014

They not only manage NOT to scare customers away, but even better- they spook customers into taking the next step. 3) Connect through empathy. Added by Anne Reuss on Jan 31, 2014. Added by Anne Reuss on Feb 28, 2014. Added by Anne Reuss on Mar 31, 2014. Added by Anne Reuss on Jun 03, 2014.

e-support 197

e-support Social Media Consulting Customer Centricity 197

Talkdesk

APRIL 8, 2020

In 2014, Boingo Multifamily rapidly scaled up its business and needed to improve its customer service operations to match. Boingo Multifamily is an internet and video service provider for more than 300,000 residents in more than 2,200 student communities and family households, worldwide.

Contact Center 69

Contact Center Call Recording Call Center Report 69

Experience Investigators by 360Connext

NOVEMBER 8, 2022

But in order to do that, we have to help the C-Suite understand, appreciate, and ultimately manage what customer experience can do. We Need to Intentionally Manage It. Managing customer experience is no different. Business leaders weren’t asked to think in ways that connected the entire customer journey.

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity Strategy 110

CloudCherry

FEBRUARY 26, 2019

With growing maturity among firms in their application of analytics, we see more firms opening up to the idea of using analytics in areas that are beyond marketing and CX like product development, enhancement, operations management, pricing decisions, etc. Retailers find other ways to use analytics too.

Analytics 256

Analytics Report Analysis Study 256

Win the Customer

JANUARY 1, 2016

Customer relationship management systems are now merging with social media capabilities enabling organizations to build stronger relationship with customers. Customer Relationship Management starts within the organisation itself. That could result in loss of opportunities.

Customer Relationship Management 52

Customer Relationship Management Customer relationships Management Social Media 52

Avaya

MARCH 28, 2016

billion Internet-connected “things” in use this year, and 20.8 It’s a similar, albeit smaller-scale, story of technology growth inside the enterprise, where cloud applications, mobile solutions, smaller IT teams and “sweated” assets are major factors for IT managers trying to keep up with their organization’s insatiable technology demands.

Management 48

Management System Software Measurement 48

Storyminers

NOVEMBER 2, 2016

CVS Health Corporation stopped selling tobacco products in 2014 to the dismay of shareholders but the applause of health care and insurance professionals. I suspect that as people of different backgrounds and interests connect more frequently and share more deeply with each other, they will feel safer and more comfortable.

Policies 170

Policies Customer Experience Hospitality Insurance 170

Customer Bliss

MAY 4, 2017

Prior to joining Concur, Tabitha built and led the Customer Insights practice for Citrix as the Managing Director of Customer Insights and developed the CX programs for the Healthcare division of Philips as thecGlobal Director of Customer Experience. Concur is also a SaaS company. This is huge in business to business customer experience.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

ReviewTrackers

FEBRUARY 28, 2019

In 2018, TripAdvisor acquired Bokun, which provided services such as inventory channel and price management to suppliers in the burgeoning tours and activities sector. Prior to being acquired, MyTable had a network of more than 3,500 restaurants managing reservations. In 2014, TripAdvisor acquired London-based travel community Tripbod.

Travel 50

Travel Hotels Wait Times User Experience 50

Experience Investigators by 360Connext

JANUARY 30, 2015

Added by Anne Reuss on Jan 31, 2014. Added by Anne Reuss on Feb 28, 2014. Added by Anne Reuss on Mar 31, 2014. Added by Anne Reuss on Jun 03, 2014. Added by Anne Reuss on Jul 29, 2014. " Added by Anne Reuss on Aug 01, 2014. missing-image.png");})(this);'' />. missing-image.png");})(this);'' />.

Customer Service 110

Customer Service e-support Social Media Leadership 110

Lumoa

JUNE 14, 2023

As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. By taking a customer-centric approach to customer service, these three companies have managed to set the bar for the industry and establish themselves as customer service champions.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. Subscription Renewal Rate is directly connected to customer success team performance.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

Strativity

SEPTEMBER 15, 2014

. . . September 2014 News & Insights. . . CEM Certification – October 21 – 23, 2014. . . Are you a practitioner managing, leading, or championing customer experience in your organization? Tracy Riazzi, Customer Service Development Director for Automotive Management Services, Inc., CX Day 2014 . .

Customer Journeys 52

Customer Journeys CEM Automotive Case Study 52

SurveySensum

FEBRUARY 12, 2024

Did you know that the fitness industry has grown from $84 billion in 2014 to a whopping $244 billion in 2024? So, if you’re a fitness enthusiast gearing up for your journey or an aspiring business owner eyeing success in this industry, grasp the essentials of equipment, management, and a client-focused approach.

Feedback 52

Feedback Trends Roadmap Industry 52

SuiteCX

NOVEMBER 3, 2015

from 2014 to 2019. For companies that practice CX, MarketsandMarkets.com predicts a compound annual growth rate (CAGR) of 17.3% from 2014 to 2019. The Customer Experience (CX) field is growing, and companies are realizing that it makes clear business sense. Six Steps to Best-in-Class Customer Experience.

Customer Experience 100

Customer Experience Customer Journeys Self Service Multi-Channel 100

TechSee

JANUARY 23, 2018

However, by 2014, pods were already capturing 34% of sales in the coffee market, and every coffee company had a new product division it was required to support – the pods. Operated via Wi-Fi or Bluetooth, these connected machines enable you to start the brewing process from the convenience of your smartphone or tablet. Gartner, Inc.

Innovation 84

Innovation Consumers Connections Customer Service Representative 84

Customer Guru

MARCH 22, 2018

For instance, if I meet a person, it is not just about what I speak with him; it is about how I connect with him and the kind of experiences that we create for each other. In 2014, I decided that I wanted to be in another function. Connect with Shekhar Kulkarni on LinkedIn. So what was the reason behind that thought?

B2C 63

B2C Customer Centricity Management B2B 63

CX Journey

JULY 17, 2014

I originally wrote today''s post for The DiJulius Group ; it was posted on their blog on May 15, 2014. I''ve been using the phrase "short-sighted" a lot lately, and it got me thinking about how too many companies are short-sighted when it comes to customer experience management. Start with a vision.

Customer Experience 175

Customer Experience Customer Experience Management Customer Centricity Customers 175

Customer Guru

MARCH 22, 2018

For instance, if I meet a person, it is not just about what I speak with him; it is about how I connect with him and the kind of experiences that we create for each other. In 2014, I decided that I wanted to be in another function. Connect with Shekhar Kulkarni on LinkedIn. So what was the reason behind that thought?

B2C 65

B2C Customer Centricity B2B Management 65

Kayako

MAY 11, 2017

Virgin knows many of its passengers are businessmen and women who need to stay connected to the grid at all times – even at 35,000 feet. If you’ve established a foundation of loyal customers, you can use predictive analytics and customer relationship management systems to anticipate effective ways of reaching new prospects in the future.

How To 248

How To Case Study Industry Customers 248

CSM Practice

FEBRUARY 12, 2020

This includes the support team, customer success team, delivery or service team, and account managers. Compile a List: Create a list of customer success qualified leads (CSQL) that the account manager or CSM can contact to validate that the business needs exist. 3 Interview Tips for Hiring Customer Success Managers: [link].

Strategy 52

Strategy Data Customer Success Customer Centricity 52

Customer Bliss

MAY 31, 2018

Based off his experience in marketing and sales, and managing an Air Liquide branch, he realized that improving customers’ lives is meaningful and wanted to be a part of that. After doing this repeatedly, he was able to help connect dots between customer issues so the problem can be solved quickly. About Antonio Sustas.

B2B 107

B2B Industry Leadership Conference 107

BirdEye

MAY 21, 2021

We started off as a social media agency in 2014. Now, we help businesses with SEO, online reputation management , and web development. . Can you tell us a little bit about what clients in healthcare are looking for and what their biggest challenges are in terms of SEO and reputation management? That’s evolved over time.

Feedback 92

Feedback Social Media Healthcare Tips 92

Avaya

OCTOBER 5, 2016

These dynamic changes are significant for IT managers, as they are responsible for expertly managing today’s increasingly complex networks. The average company spent $400,000 on networking equipment in 2014—a number that increased by nearly 20% in 2015. Add, change or modify network services on the fly. :

Wireless 83

Wireless Resources Software Connections 83

Storyminers

NOVEMBER 2, 2016

CVS Health Corporation stopped selling tobacco products in 2014 to the dismay of shareholders but the applause of health care and insurance professionals. I suspect that as people of different backgrounds and interests connect more frequently and share more deeply with each other, they will feel safer and more comfortable.

Policies 100

Policies Customer Experience Hospitality Insurance 100

InnerTrends

DECEMBER 2, 2019

With less leads to follow up, you have the opportunity to make personal connections with these new users in order to convert them into paying customers. According to a case study facilitated by Avangate, Absolute managed an amazing 5x increase of the trial conversion rate. Based on this information, choose and set appropriate goals.

Case Study 105

Case Study Study Metrics Strategy 105