InMoment XI

MAY 30, 2014

So it’s 2014–has been since January. Has your CXM system really changed in the last decade? (Allegiance is pleased to feature this guest blog from Dave Fish at Maritz Research.) I mean, not just shifting from mail to email, but fundamentally changed?

System 200

System 200

InMoment XI

MARCH 19, 2014

So it’s 2014. Has your CXM system really changed in the last decade? I mean, not just gone from mail to email, but fundamentally changed? If you aren’t thinking about the following, nay doing something about the following, you might be behind the times. So find a pen and paper and grade yourself on the. View Article

System 200

System 200

InMoment XI

MAY 30, 2014

So it’s 2014–has been since January. Has your CXM system really changed in the last decade? (Allegiance is pleased to feature this guest blog from Dave Fish at Maritz Research.) I mean, not just shifting from mail to email, but fundamentally changed?

System 200

System 200

InMoment XI

MAY 30, 2014

So it’s 2014–has been since January. Has your CXM system really changed in the last decade? (Allegiance is pleased to feature this guest blog from Dave Fish at Maritz Research.) I mean, not just shifting from mail to email, but fundamentally changed?

System 200

System 200

InMoment XI

MARCH 19, 2014

So it’s 2014. Has your CXM system really changed in the last decade? I mean, not just gone from mail to email, but fundamentally changed? If you aren’t thinking about the following, nay doing something about the following, you might be behind the times. So find a pen and paper and grade yourself on the. View Article.

System 200

System 200

InMoment XI

MARCH 19, 2014

So it’s 2014. Has your CXM system really changed in the last decade? I mean, not just gone from mail to email, but fundamentally changed? If you aren’t thinking about the following, nay doing something about the following, you might be behind the times. So find a pen and paper and grade yourself on the. View Article

System 200

System 200

Forrester

OCTOBER 1, 2014

Fast-forward to 2014 and things look a lot better in the world of CX. They need to increase their level of CX maturity by creating self-sustaining systems (human and technological) in each of the six disciplines that characterize great CX companies -- strategy, customer understanding, design, measurement, governance, and culture.

Touchpoint 88

Touchpoint Government Measurement Leadership 88

Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. Self-service systems provide the answer. Centralized knowledge base At their heart successful web self-service systems need a powerful, self-learning knowledge base. Published on: June 15, 2016.

Self Service 48

Self Service System Knowledge Base Multi-Channel 48

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

QuestionPro Audience

OCTOBER 2, 2018

Three years later, in 2014, Google bought the company for $3.2 Our Consumer Panel is carefully recruited to target all type of users, but also taking into consideration certain key industry trends, such as online store preference, physical store preference, actual systems, reasons to purchase, etc.

Brands 191

Brands Marketing Consumers Survey 191

CSM Magazine

SEPTEMBER 17, 2015

When it comes to systemic FCA regulations, it will significantly impact financial services firms across the board – whether they are a large multi-national organisation or a small independent business.”. “If explained Martin Ellingham, Respond Product Manager at Aptean. Ellingham adds. says Ellingham.

Financial 40

Financial System Meeting Policies 40

Customer Bliss

NOVEMBER 29, 2021

A 2017 Minnesota Department of Health report review of tests, ordered by physicians in the state in 2014, validates the need for such conversations. These conversations are strongly advocated for across the entire Mayo Clinic System, among many others in the United States. Its results showed that $54.9

Healthcare 139

Healthcare How To Advertising Banking 139

Comm100

JULY 23, 2019

What you never want is the chat to close on its own because your system went offline unexpectedly. In 2014 we launched our MaximumOn service – a failover system that ensures that our live chat cloud solution would never go offline. It’s even OK to close a chat that you initiated.

Communication 114

Communication Social Media Chatbots Customer Centricity 114

Alida

MARCH 21, 2018

NPS is a measurement system that tracks a brand’s promoters and detractors with the goal of gauging business performance from the perspective of the customer. Third, it’s become susceptible to manipulation since gaining traction, as many companies started tying bonuses to these metrics, thereby incentivizing staff to game the system.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

BlueOcean

JUNE 22, 2022

Just a few short years ago (say, 2014 or 2015) when it came to technology, outsourcers were happily touting the cost benefits of their telephony platforms and on-prem systems, showing prospective clients how, instead of having to invest in and maintain their own IT infrastructure, it was a real value add to the client to be hosted on their partner’s (..)

Contact Center 156

Contact Center Technology Tourism Exceptional Customer Service 156

Experience Matters

OCTOBER 13, 2015

See the NPS Benchmark Studies from 2012 , 2013 , and 2014. HSBC ’s NPS increased by 29 points between 2014 and 2015, the largest increase of any company. Fujitsu , Highmark , Buick , and Humana had the largest decline in NPS between 2014 and 2015. Investment firms have the largest generation gap. Download report for $495.

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

Experience Matters

SEPTEMBER 16, 2015

It also includes the summary NPS scores from 2014. It also includes the summary NPS scores from 2014. Note: See our 2014 NPS benchmark , 2013 NPS benchmark and 2012 NPS benchmark for tech vendors as well as our page full of NPS resources. Download report for $695. includes Excel spreadsheet with data).

NPS 120

NPS Net Promoter Score Report B2B 120

Customer Bliss

OCTOBER 10, 2017

Systems (mostly IT dependencies and requirements). Maury has phased out the work this way: 2012-2014: Closing the necessary gaps. 2014-2016: The initial roll out of services and experiences. Because this is very important to how he outlines his experience work, it’s important to list them up front. Target markets.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

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. Or are there more systemic problems that keep them from delivering on certain promises on a regular basis? But that’s not all. But are customers sticking with JetBlue?

Airlines 184

Airlines Chief Customer Officer Brands Hotels 184

Beyond Philosophy

JULY 19, 2018

Much of the world has had an opt out system for organ donation and with good reason. The UK had an opt-in system until last year. In 2014, an essay in the Journal of the Royal Society of Medicine showed that while 62% of citizen’s in the UK said they were willing to donate organs, only 31% were on the actual registry.

Policies 199

Policies Customer Centricity Government Video 199

Customer Bliss

SEPTEMBER 19, 2019

Through lean, Lisa and her team have managed to figure out the waste in the system. joined Johns Hopkins Medicine and The Armstrong Institute in September 2014 as the first Chief Patient Experience Officer for the system. Where is time wasted? What can be eliminated and what are the downstream effects of that? Lisa Allen, Ph.D.

Communication 135

Communication Hospitality Healthcare Customer Journeys 135

Calabrio

FEBRUARY 24, 2016

In 2014, it emerged as a top priority for marketers. But, if this burgeoning field is really the center of a business’s metaphorical solar system, then the contact center is the high-powered telescope through which the C-Suite can zero in. During a 12-month period between 2014 and 2015, Calabrio recorded more than one billion calls.

Customer Experience 100

Customer Experience Contact Center Omni-Channel Analytics 100

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. — Alton Brown (@altonbrown) July 1, 2014. — Alton Brown (@altonbrown) July 1, 2014. It only took 1.76

Feedback 121

Feedback Customers Connections Video 121

Customer Bliss

JUNE 2, 2015

Do you have a system in place to do this follow through? Do you have a disciplined way to systemically solve the problem – across the silos and operations – so that the complaints and issues are resolved? Get Answers on Delivering a Reliable Experience: Jeanne’s keynote from the Customer Success Summit 2014.

Customer Experience 100

Customer Experience Call Center Customers System 100

Customer Bliss

JUNE 2, 2015

Do you have a system in place to do this follow through? Do you have a disciplined way to systemically solve the problem – across the silos and operations – so that the complaints and issues are resolved? Get Answers on Delivering a Reliable Experience: Jeanne’s keynote from the Customer Success Summit 2014.

Customer Experience 100

Customer Experience Call Center Customers Metrics 100

Experience Matters

OCTOBER 27, 2015

Respondents believe that technology will play an increasingly important role in their efforts, but the largest obstacle to VoC success remains integration across systems. See the State of VoC reports from 2010 , 2011 , 2013 , and 2014. Download report for $195.

Report 120

Report Effort Score Groups Analytics 120

Maru Group

AUGUST 4, 2022

Sony first launched their cloud gaming platform PlayStation Now in 2014, with Xbox Game Pass launching in 2017. Gamers were locked into specific systems when console-based; if you lacked a console, you couldn’t play games developed for it.

Entertainment 76

Entertainment Comparison Loyalty Groups 76

Customer Interactions

AUGUST 7, 2014

Here is a glimpse at our 2014 winners: Technician of the Year Jason Sturgill. During the last several years Jason has been the primary point of contact for providing technical support for the Communications Center’s 9-1-1 telephone systems. With its equipment aging the Center sought out a new 9-1-1 telephone system.

Telecommunications 31

Telecommunications Effort Score Communication System 31

Talkdesk

APRIL 8, 2020

Boingo Multifamily’s customer support system includes a 24x7x365 strategy for agents standing by via phone, email, text and chat. In 2014, Boingo Multifamily rapidly scaled up its business and needed to improve its customer service operations to match.

Contact Center 69

Contact Center Call Recording Call Center Report 69

Gainsight

APRIL 12, 2023

But I should have looked more carefully at leading indicators and had a clear system to evaluate if we were on track or not. Mistake #4: Not standardizing pricing and related systems early Every enterprise-oriented startup, including Gainsight, can fall into the same trap. Invest in back-office systems early.

Self Service 52

Self Service Chief Customer Officer Software System 52

Alida

DECEMBER 15, 2016

When Texas-based CHRISTUS Health, for instance, announced its acquisition of Good Shepherd Health System , the organization’s president and CEO underlined the potential “to improve the health of the communities it serves.”. In fact, a 2016 study suggests that as more health systems consolidate, patient experience worsens.

Airlines 138

Airlines Hospitality Employee Engagement Entertainment 138

transcosmos Information Systems

MARCH 6, 2017

In September 2016, tech company, Yahoo, disclosed that 500 million user accounts had been hacked in 2014. In 2013, some 3,000 companies in the United States had their systems compromised by criminals. Employees must oversee how data flows through the system and be equipped to take action against potential cyber attacks immediately.

Policies 87

Policies Government Healthcare Innovation 87

Kerry Bodine

OCTOBER 20, 2016

That’s because the folks at the former design agency Adaptive Path (which was acquired by Capital One back in 2014) did a great job of highlighting two key things: 1) The entirety of the customer experience. This journey map for the Exploratorium , a science museum in San Francisco, is one of my favorites.

Customer Journeys 120

Customer Journeys Strategy Transportation Conference 120

Forrester's Customer Insights

AUGUST 1, 2022

The Triple/Quadruple Aim has long been recognized as a framework to optimize the US healthcare system. This daunting ambition was given hope with the proposal of accomplishing three goals equally in 2008, and the addition of the 4th in 2014.

Healthcare 26

Healthcare System Trends Customer Experience 26

Promoter.io

JULY 13, 2017

Since opening our proverbial doors in 2014, we’ve been fortunate enough to be supported by a wide array of unique customers, coming from a multitude of industries. The customer intelligence vertical, specifically Net Promoter, is such an exciting space to be operating in because the system is valuable for nearly any company in existence.

NPS 64

NPS System Industry Company 64

Alida

NOVEMBER 10, 2017

Blockchain and distributed trust systems. An excellent example is Walmart’s new system that uses the retailer’s smartphone app to expedite the returns process. Distributed trust is essential for a digital world where data and people are mobile and multiple systems interact. Voice technology will change the customer experience.

Trends 174

Trends Retail e-support Technology 174

Customer Bliss

JANUARY 19, 2018

Let’s think about it, in 2014, CVS decided not to sell tobacco products because doing so conflicted with their value system to help people on a path to better their health. .” Now THIS is deciding to be real. CVS is connecting with the customers to make a positive impact in their lives.

Retail 135

Retail Culture Connections Company 135