Maru/HUB

JANUARY 17, 2018

MarketsandMarkets forecast the global customer experience management (CEM) market to grow from $3.77 billion in 2014 to $8.39 billion by 2019, the customer analytics market from $1,623.2 In recent years, we have witnessed a huge transformation in customer experience and the evolution is set to continue in years to come.

Customer Experience 106

Customer Experience CEM Omni-Channel ROI 106

ijgolding

NOVEMBER 28, 2014

However, it is only a matter of time before a viral customer experience public relations disaster could hit any business…… and that leads me very nicely on to a story that might just be the next one to do it… Meet Maggie and David Wheeler. I think millions of UK citizens will join this conversation soon.

Social Media 318

Social Media Airlines Video Consumers 318

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. ” The expense reports should write itself.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

ForeSee

FEBRUARY 19, 2015

Today’s release of The ForeSee E-Government Satisfaction Index (Q4 2014) highlights the importance of consistency in customer service for government agencies and outlines steps government customer experience professionals can take to achieve customer experience excellence with today’s multichannel, multi-device citizens.

Government 40

Government Customer Experience Customer Experience Professionals Customers 40

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Bob Hayes

MARCH 28, 2015

The Hottest Skill on LinkedIn in 2014: Statistical Analysis and Data Mining. LinkedIn found that statistical analysis and data mining was the hottest skill in 2014 (see Figure 1). Statistics and statistical thinking helps people understand the importance of data collection, analysis, interpretation and reporting of results.

Analytics 40

Analytics Analysis Customer Experience Professionals Data 40

Bob Hayes

MARCH 21, 2016

These "ultimate criteria", often housed in company dashboards and tracked over time, help guide executives' decisions on ways to improve the quality of the customer relationship. One unstated assumption we make as customer experience professionals is that customers' attitudes are amendable to change.

Metrics 40

Metrics Customer Satisfaction Study B2B 40

Bold360

NOVEMBER 21, 2016

To gain some insight into the key lessons emerging from 2016 and what’s ahead for 2017, we asked a panel of 31 customer-focused marketers and CX pros to answer this question: “When it comes to customer experience: now that we’re nearing the end of 2016, what have you learned and what will you do differently in preparing for 2017?”

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40