ECXO

APRIL 18, 2024

Mark your calendars: When: April 24th, 2024 Time: 5 PM CET | 4 PM GMT [link] [link] Reserve your spot now for this insightful discussion that promises to offer invaluable perspectives and strategies for navigating the evolving landscape of digital customer interactions.

Insurance 111

Insurance Consulting Travel B2B 111

Customer Interactions

JULY 7, 2015

Interactions 2014 has kicked off at the uber-trendy Cosmopolitan Hotel, with more than 2,000 attendees making their way to Las Vegas. They’ve joined us to discuss market trends, share best practices, and look to the future of how companies will shape the customer journey.

Interaction 28

Interaction Hotels Course Customer Journeys 28

Customer Interactions

JULY 7, 2015

Interactions 2014, NICE’s global customer conference wrapped up today, but the journey has just begun. The Closing Session featured three keynote speakers who are leading organizations and industries to push the envelope of innovation, as well as our Excellence Awards ceremony.

Interaction 28

Interaction Conference Innovation Industry 28

Comm100

FEBRUARY 19, 2014

Prior to the technology revolution, there were primarily three methods for the customer to interact with product/service providers – voice (phone), face to face or snail mail. Customer satisfaction with social media interactions is currently low as companies have yet to fully develop and integrate business practices for this channel.

Customer Satisfaction 100

Customer Satisfaction Multi-Channel Social Media Comparison 100

Kitewheel

MARCH 6, 2020

To build The State of the Customer Journey 2020 report, we analyzed and compared all the interactions orchestrated on our hub in 2019 and contrasted them with previous years to understand how the journey has evolved. We wrote the report based on the nearly 8 billion interactions in 2019, and over 19 billion interactions since 2014.

Customer Journeys 52

Customer Journeys Interaction B2C B2B 52

InMoment XI

APRIL 23, 2014

Day 2 at VoCFusion 2014 was packed with real-world best practices in the art and science of customer experience, with a little glimpse of the future and inspiration rolled in. As use of CX surveys diminishes, customer experience will be powered by customers interacting with their own data.

Customer Experience Management 200

Customer Experience Management Measurement Survey Interaction 200

InMoment XI

APRIL 23, 2014

Day 2 at VoCFusion 2014 was packed with real-world best practices in the art and science of customer experience, with a little glimpse of the future and inspiration rolled in. As use of CX surveys diminishes, customer experience will be powered by customers interacting with their own data.

Customer Experience Management 200

Customer Experience Management Measurement Survey Interaction 200

InMoment XI

APRIL 23, 2014

Day 2 at VoCFusion 2014 was packed with real-world best practices in the art and science of customer experience, with a little glimpse of the future and inspiration rolled in. As use of CX surveys diminishes, customer experience will be powered by customers interacting with their own data.

Customer Experience Management 200

Customer Experience Management Measurement Survey Interaction 200

Forrester

OCTOBER 1, 2014

Fast-forward to 2014 and things look a lot better in the world of CX. Leading companies in every country and every industry are making CX a strategic priority, investing millions to improve how customers perceive their interactions with the firm. It''s great to see, but I have to admit. I''m not willing to declare victory just yet.

Touchpoint 88

Touchpoint Government Measurement Leadership 88

Experience Matters

DECEMBER 1, 2014

Our ROI of Customer Experience, 2014 shows that emotion is the most significant driver of loyalty, especially when it comes to consumers recommending firms to their friends. We’ve been measuring emotion as part of our Temkin Experience Ratings for four years.

ROI 288

ROI Consumers Measurement Metrics 288

Experience Investigators by 360Connext

OCTOBER 1, 2014

Just as we preach around here, those small moments we have to interact with customers (or just fellow humans) are precious. Why One Bad Customer Interaction Could Haunt Your Brand. A bad customer service email is just one interaction, but these kind of things could haunt your brand. Added by Anne Reuss on Jan 31, 2014.

e-support 274

e-support Social Media Consulting Customers 274

Customer Bliss

DECEMBER 23, 2014

In 2014: What story emerged about who you are and what you value? Driving Culture Change beloved companies moments of customer interaction moments of truth telling a beloved company story' Did your decisions reflect what you intended? Are your decisions compelling customers to tell others to try your products and services?

Culture 176

Culture Interaction Company Marketing 176

Customer Interactions

JULY 7, 2015

On Day Two of Interactions, we started with our vision regarding customer service, with an energizing keynote from Barak Eilam, NICE CEO. Barak noted that “customer service is getting harder, not worse,” because customers are expecting much more across the customer journey.

Interaction 28

Interaction Customer Service How To Customer Journeys 28

Customer Interactions

OCTOBER 3, 2014

I’m just back from the ASIS 2014 show in Atlanta. Personally, the most insightful interactions I had at ASIS had nothing to do with products. ” My interactions at ASIS reaffirmed that security needs to be an active and contributing part of the business, not just an insurance policy. It was a busy few days.

Insurance 31

Insurance ROI Policies Video 31

Experience Investigators by 360Connext

OCTOBER 31, 2014

Just as we preach around here, those small moments we have to interact with customers (or just fellow humans) are precious. Why One Bad Customer Interaction Could Haunt Your Brand. Added by Anne Reuss on Jan 31, 2014. Added by Anne Reuss on Feb 28, 2014. Added by Anne Reuss on Mar 31, 2014. It shows two things: 1.

e-support 197

e-support Social Media Consulting Customer Centricity 197

Kerry Bodine

JUNE 7, 2017

In November 2014, JetBlue announced that it would be adding baggage fees and reducing leg room – and on June 30, 2015, the airline kept that promise to investors. But that’s not all. One of JetBlue’s most memorable ads simply read, “Not a tagline. Unfortunately, it wasn’t a promise that JetBlue could keep.

Airlines 184

Airlines Chief Customer Officer Hotels Brands 184

ijgolding

NOVEMBER 25, 2014

In 2014, Wi-Fi has become such a critical part of our day to day lives that it is difficult to imagine how we might exist without it. Our need for Wi-Fi has become so critical that most consumers see it as a basic requirement when interacting with organisations – unfortunately, many businesses do not quite see it that way.

Social Media 212

Social Media Hotels Entertainment Retail 212

Vonage

AUGUST 15, 2016

In addition, the Group’s “ 2014 State of Digital Transformation ” survey found that overhauling customer service to meet the expectations of digital customers was the lowest ranked of eight priorities on companies’ digital transformation initiatives. What do customers want?

Self Service 120

Self Service Contact Center Trends Connections 120

Experience Matters

MAY 26, 2015

Six industries improved between 2014 and 2015, while 13 declined. On average, hotels and computers increased the most between 2014 and 2015, while supermarkets, rental car agencies, and major appliances dropped the most. Home Depot , Ross , Marriott , and eBay led 12 companies that improved by at least 10 points between 2014 and 2015.

Customer Service 120

Customer Service Airlines Banking Insurance 120

Clarivate

APRIL 19, 2024

We also have extensive experience in primary payer and KOL research, and in developing interactive client workshops and training. 2014 Sep;109(9):1328-47 [8] Algarni AA, Alshuhri AH, Alonazi MM, Mourad MM, Bramhall SR. 2014 Sep;21(9):1083-7 The post Medical imaging modalities: A spotlight on the liver appeared first on Clarivate.

e-support 59

e-support Guidelines Study Healthcare 59

Alida

MARCH 21, 2018

Similarly, customer experience (CX) and market researchers must look beyond just fixing individual transactions and in-the-moment interactions with consumers to effectively demonstrate the return-on-investment (ROI) of their research efforts to the executive suite. Relationships bring better customer experiences.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

Experience Matters

APRIL 21, 2015

US Cellular improved its Forgiveness Rating by more than any other company between 2014 and 2015, increasing its score by 29 percentage-points. In total, 43% of companies that were in both the 2014 and 2015 Forgiveness Ratings improved their score by at least one point. Computer & tablet makers increased the most, going up 6.2

Insurance 120

Insurance Airlines Banking Retail 120

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. How omnichannel experiences help companies excel and differentiate their brand.

Customer Experience 121

Customer Experience Contact Center Omni-Channel ROI 121

Experience Matters

NOVEMBER 4, 2015

This is the fourth year of the ratings, here are links to the 2012 , 2013 , and 2014 ratings. It also includes a summary of the 2014 Temkin Experience Ratings, likelihood to repurchase, and Temkin Forgiveness Ratings. Download for $695, includes report (.pdf) pdf) and data file (.xls). Download sample of data file (.xls)].

Report 120

Report Net Promoter Score Effort Score Innovation 120

Vonage

JANUARY 30, 2019

Nine out of the ten topics mentioned in our inaugural 2014 version have become mainstream. On top of that, new channels also continue to arrive, especially of the messaging type such as RCS and Apple Chat, reflecting generational adoption of asynchronous interaction. Contact centres influence this during each and every interaction.

Omni-Channel 228

Omni-Channel Self Service Innovation Technology 228

Calabrio

FEBRUARY 24, 2016

In 2014, it emerged as a top priority for marketers. On its own, this one interaction may not be so useful to the development of corporate strategy, but multiply it over a few hundred times a day, 365 days a year, and a substantial set of quantifiable data will emerge. The number one response? Customer Experience. “In

Customer Experience 100

Customer Experience Contact Center Omni-Channel Analytics 100

ijgolding

OCTOBER 6, 2014

This blog post is written to mark the second global Customer Experience Day on Tuesday 7th October 2014. Monday 29th September 2014. It never ceases to amaze me just how different every business I interact with seems to be from another – this is why I love doing what I do. Tuesday 30th September 2014. I was wrong.

Customer Experience Professionals 200

Customer Experience Professionals Customer Experience Customer Centricity Customer Journeys 200

Customer Interactions

MAY 3, 2013

I’m just back from my second NICE Interactions global customer conference. Until next year in Las Vegas for Interactions 2014! NICE Interactions Public Safety Security Situation Management' It was Even Bigger, Better than Last Time! What a great event from every perspective!

Interaction 43

Interaction Multi-Channel Conference Roadmap 43

Experience Investigators by 360Connext

APRIL 30, 2015

Just as we preach around here, those small moments we have to interact with customers (or just fellow humans) are precious. Why One Bad Customer Interaction Could Haunt Your Brand. A bad customer service email is just one interaction, but these kind of things could haunt your brand. Added by Anne Reuss on Jan 31, 2014.

Brands 110

Brands Retail Consulting Touchpoint 110

Experience Matters

MARCH 17, 2015

Here are some highlights from the data snapshot that contains 13 data-rich charts: 42% of respondents think their CX efforts had a moderately or significantly positive impact on the business in 2014 and 78% expect to have a positive impact in 2015. 81% of respondents expect to put more focus on customer insights and analytics.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

Experience Matters

AUGUST 31, 2015

The research examines consumer preferences for using different channels for completing common tasks as well as the frequency of several cross-channel interactions. Here’s the executive summary: In Q3 2015, we surveyed 10,000 U.S. see last year’s data snapshot ). Download report for $195.

Data 120

Data Insurance Policies Groups 120

Forrester's Customer Insights

AUGUST 28, 2014

Today most enterprises rely heavily on technology to help them interact with customers across channels, and as we evaluated in the newly published Forrester Wave: Cross Channel Campaign Management, Q3 2014 , brands have several compelling choices.

Management 32

Management CRM Analytics Customer Insights 32

Experience Investigators by 360Connext

OCTOBER 6, 2014

Help your people who don’t interact with customers understand what that is like. Leaders of any organization should be interacting with their customer experience on some level every day. This post is part of the Customer Experience Professionals Association’s 2014 Blog Carnival. Communicate in shareable ways.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

PeopleMetrics

AUGUST 1, 2014

— Alton Brown (@altonbrown) July 1, 2014. — Alton Brown (@altonbrown) July 1, 2014. — Alton Brown (@altonbrown) July 1, 2014. — Alton Brown (@altonbrown) July 1, 2014. Your Employee Interactions Can Flip a Situation. — Alton Brown (@altonbrown) July 1, 2014. It only took 1.76

Feedback 121

Feedback Customers Connections Video 121

Upwave

JANUARY 21, 2014

SparkPeople , the web’s largest and most active healthy living destination, ran an Upwave survey asking nearly 500 women about their health and fitness goals to put a finger on the pulse of popular wellness topics in 2014. The post SparkPeople uses Upwave to discover 2014’s most popular fitness goals appeared first on Upwave.

Exercises 26

Exercises Survey Trends Tools 26

Experience Investigators by 360Connext

JANUARY 30, 2015

Just as we preach around here, those small moments we have to interact with customers (or just fellow humans) are precious. Why One Bad Customer Interaction Could Haunt Your Brand. Added by Anne Reuss on Jan 31, 2014. Added by Anne Reuss on Feb 28, 2014. Added by Anne Reuss on Mar 31, 2014. It shows two things: 1.

Customer Service 110

Customer Service e-support Social Media Leadership 110

Customer Interactions

JULY 7, 2015

After a fun-filled evening at the Rock of Ages show, Wednesday´s opening session kicked off with additional Las Vegas entertainment "NICE-style." Following some song and dance, three very impressive customers shared their stories with a packed audience.

Interaction 28

Interaction Entertainment Customer Experience Customers 28