Tricia Morris

OCTOBER 1, 2015

But are customer service preferences and expectations? The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. Global Similarity Highlights. Download the Full Report.

Self Service 40

Self Service Customer Expectations Report Customer Service 40

Avaya

SEPTEMBER 2, 2016

Here in the Middle East, the biggest event that brings together technology vendors, partners, and their all-important customers is GITEX Technology Week, happening in October in Dubai. The post Building Innovation on Customer Feedback appeared first on Avaya Connected Blog. We listened and built the solution for that.

Innovation 40

Innovation Feedback Contact Center Customers 40

Tricia Morris

JULY 23, 2015

In the new 2015 State of Multichannel Customer Service Report , 98% of U.S. consumers say customer service is important in their choice of and/or loyalty to brands. Extending “//oneweek” to our partner ecosystem was a natural and logical step,” said Bill Patterson, General Manager of Service Engagement for Microsoft.

Innovation 40

Innovation Customer Service CRM Customer Service Representative 40

Michelli Experience

AUGUST 31, 2016

All of this disruption is designed to create an enriched customer experience! For the purpose of this blog let’s just focus on two elements of the Domino’s pizza delivery innovation. The first started in 2015 when Domino’s began testing driverless delivery vehicles (something Domino’s calls DRU – Domino’s Robotic Unit ).

Technology 189

Technology Travel Innovation Study 189

Experience Investigators by 360Connext

JUNE 15, 2015

American Express CEO Ken Chenault and Jack Ma, Founder of Alibaba , sat on a small stage and asked each other a few questions about small business, customer-first leadership, and the future of innovation. YWCA Chicago (@YWCAChicago) June 10, 2015. Quite the opposite, thanks to innovating. Stay lean if you can.

Leadership 110

Leadership Innovation Social Media Consulting 110

Tricia Morris

APRIL 22, 2016

We invite you to join us at the event for Microsoft and our customers’ speaking sessions which begin on Monday, May 23, with Microsoft general manager of customer service solutions Bill Patterson taking a look at the future of customer service, including what Microsoft has in store when it comes to virtual assistants and the Internet of Things.

CRM 40

CRM Customer Engagement Engagement Conference 40

Experience Investigators by 360Connext

MARCH 24, 2015

Mike Zarin (@zarin) March 24, 2015. Michael Perman , Dean of Innovation from Gap, Inc. discussed how challenging it is to think of innovation in positive terms. Thinking about innovation in these terms is limiting. Leaders often not aligned: what they want for the customer. So many answers!

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Experience Investigators by 360Connext

MARCH 31, 2015

SXSW 2015 was no exception. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Technology 110

Technology Customer Experience Social Media Trends 110

Experience Investigators by 360Connext

MARCH 18, 2015

A photo posted by Jeannie Walters (@jeanniewalters) on Mar 14, 2015 at 1:04pm PDT. . These are things that help me think about the endless possibilities of innovation and experience. A photo posted by Stan Phelps (@9inchmarketing) on Mar 17, 2015 at 7:22pm PDT. So, yes, there are things to complain about. It is not dead.

Interaction 110

Interaction Conference Innovation Fashion 110

Alida

MARCH 30, 2017

At a recent Vision Critical webinar, Sam Trimboli, consumer insights specialist at Price Chopper, joined us to discuss how customer insight is helping the company thrive in the increasingly fragmented grocery industry. Trimboli highlighted three benefits of using customer insight. Identifying unmet need. Watch the on-demand webinar.

Customer Insights 100

Customer Insights Industry Innovation Sales 100

Think Customers

SEPTEMBER 29, 2016

Yesterday at Advertising Week in New York City, MLB, NBA, and NFL executives shared their thoughts on the evolution of customer engagement in major league sports and why they’re experimenting with new technologies from live video to virtual reality. In 2015, 86 percent of U.S. adults between the ages of 18 and 29 owned.

Sports 40

Sports Innovation Advertising Video 40

Andrew Maher

JUNE 7, 2015

Boy did I feel lucky I was part of a A-Team lineup which spoke at the Avaya Engages 2015 in London this week. Three things just threw me for a loop. Being part of the trio with Andy Cunningham (CMO and legend in Tech Marketing) and Gary Barnett (SVP and General Manager) was for me […].

Customer Engagement 40

Customer Engagement Engagement Customers Marketing 40

Experience Investigators by 360Connext

APRIL 23, 2015

Jon Galloway (@jongalloway) April 12, 2015. Vocal customers offer valuable ideas. I asked Amy about how she hears from customers like me, who sometimes are using their app on a daily basis. One innovation is using API partnerships to provide even more information to the travelers at the time it’s most relevant to them.

Social Media 110

Social Media Travel Rewards Programs Innovation 110

SuiteCX

FEBRUARY 15, 2016

One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change. Customer Journey Mapping: Three Ways Journey Mapping Can Drive Employee Engagement. suitecx ©2015, suitecx Inc.

Customer Journeys 100

Customer Journeys Employee Engagement Engagement Exercises 100

Experience Investigators by 360Connext

JUNE 22, 2015

Marketers and other business leaders could actually prevent customer service issues by using social media to share more proactively with customers and their communities. Share innovation as it happens. Make short videos for Instagram or Vine explaining the innovations as they happen and the challenges around them.

Social Media 110

Social Media Engagement Video Innovation 110

Experience Investigators by 360Connext

FEBRUARY 16, 2015

Marketers need to position products and the behavior around them for consumers who don’t necessarily know they are ready for the next innovation. MakerBot, a leader in 3D Printer technology, announced a variety of exciting innovations at CES. Robert Schmid (@roberteschmid) January 7, 2015.

Marketing 110

Marketing Conference Innovation Transportation 110

CSM Magazine

FEBRUARY 16, 2016

More than 70 percent of respondents from mature companies believe that enhancing customer loyalty is their organization’s primary goal compared to only 39 percent of less mature companies. Retaining existing customers is among the top priorities (51 percent). Methodology. Half the leaders polled are in the U.S.,

Competitive Advantage 40

Competitive Advantage Study B2B Customer Engagement 40

CSM Magazine

AUGUST 3, 2021

The Customer Experience team aims to transform how customers interact with McDonald’s. The team combines the best of McDonald’s Data Analytics and Digital Customer Engagement with Global Marketing, Global Restaurant Development and Restaurant Solutions. There he managed restaurant innovation efforts.

Chief Customer Officer 52

Chief Customer Officer Touchpoint Leadership Consulting 52

Alida

NOVEMBER 25, 2016

In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions. Increasing revenue with NewsCorp Australia.

ROI 100

ROI Measurement Brands Net Promoter Score 100

Martin Hill-Wilson

JUNE 4, 2015

We are in the process of recruiting more delegates for the 2015-2016 P&Q Challenge. The post P&Q: proving employee & customer engagement can be improved appeared first on BrainFood Extra. We already have a cohort just for the insurance industry signed up and ready to go. The open course still has places available.

Customer Engagement 40

Customer Engagement Engagement Employee Engagement Roadmap 40

Experience Investigators by 360Connext

DECEMBER 11, 2014

If leadership isn’t willing to continuously examine and innovate around the customer experience, the business is already doomed. Customer experience is seen as a project, not a way of business. Customer experience projects are great, as long as they are part of a bigger organizational mission.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Wired and Dangerous

AUGUST 20, 2018

Gallup* reports that 87% of employees worldwide are not engaged! The majority (67%) of employees were “not engaged,” while another 18% were “actively disengaged.” ” The 2017 data are largely on par with the 2015 data and reflect little improvement in employee engagement over the past year.

Customer Journeys 70

Customer Journeys Employee Engagement Training Report 70

Wired and Dangerous

MARCH 7, 2016

workers in 2015 who Gallup considered engaged in their jobs averaged 32%. The majority (50.8%) of employees were “not engaged,” while another 17.2% ” The 2015 averages are largely on par with the 2014 averages, and reflect little improvement in employee engagement over the past year.

Employee Engagement 70

Employee Engagement Training Engagement Financial 70

Eptica

OCTOBER 16, 2015

Date: Friday, October 16, 2015 The opportunity for European customer experience. Published on: October 16, 2015. Author: Olivier Njamfa From Berlin to Bermuda, and San Francisco to Singapore, consumers increasingly demand a superior customer experience from the organizations that they choose to buy from.

Customer Experience 48

Customer Experience Banking Contact Center Customer Centricity 48

CSM Magazine

OCTOBER 1, 2020

Stone served as CFO for marquee Amazon operations during key periods of growth, including Amazon devices and digital content from 2010 to 2011 and Amazon Web Services from 2012 to 2015. ASAPP delivers AI innovations that exponentially increase the operational performance of customer experience teams for leading consumer companies.

Industry 52

Industry Financial Leadership Sales 52

Think Customers

JUNE 24, 2015

Drawing in new customers is more challenging than ever as companies compete to engage consumers who have a rapidly shrinking attention span and high expectations. Here are three takeaways for your own customer acquisition strategy.

Strategy 40

Strategy Innovation Customer Engagement Customers 40

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. The big data hype is officially dead.

Data 100

Data Social Media Analytics Entertainment 100

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Author: Robin Tandon Having recently looked back on customer experience in 2015 , what is predicted for the coming year? Published on: January 20, 2016. Eptica research backs up the need to make self-service easier. Share this page on: Tweet.

Self Service 48

Self Service Customer Service CRM Contact Center 48

ClearAction

JANUARY 12, 2022

Sustainable revenue growth is stimulated by customer experience innovation. An 8X revenue advantage from customer-inspired innovations versus internally-inspired innovations was discovered in an MIT study reviewing revenue growth from 1,193 successful innovations across 9 industries over a 5-year period.

Government 62

Government Net Promoter Score Customer Centricity Analysis 62

Eptica

SEPTEMBER 9, 2015

Date: Wednesday, September 9, 2015 Making a success of Twitter customer service. Published on: September 09, 2015. Author: Michael Cheung The immediacy and reach of Twitter means it has become a vital channel for customer service. times over the past two years. Share this page on: Tweet.

Customer Service 48

Customer Service Social Media Contact Center B2C 48

Eptica

NOVEMBER 16, 2016

In 2015 he examined the difference in revenue growth between pairs of similar US businesses in five sectors (cable communications, airlines, investments, retail and health insurance). 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

Verint

MARCH 28, 2018

Emerging technologies have significantly transformed customer engagement in recent years, from the rise of mobile reducing face-to-face communication, to artificial intelligence (AI) driving innovation across a range of sectors. The rise of new technology will continue to influence how customers engage with brands.

Chatbots 29

Chatbots Social Media Innovation Customer Retention 29

Eptica

MARCH 18, 2016

Customers are pushing retailers to innovate and deliver new services , improved experiences at lower prices. Static performance Overall, the UK research found minor changes in performance since 2015, with the total number of questions answered on the web, email and Twitter remaining static at 55%. However, performance varied.

Retail 48

Retail Self Service Customer Service Entertainment 48

Experience Investigators by 360Connext

JULY 24, 2015

Sprout Social (@SproutSocial) July 22, 2015. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Net Promoter Score 110

Net Promoter Score Effort Score Metrics Comparison 110

Avaya

OCTOBER 19, 2017

Last year, NYC311 set a new record for the most annual contacts with 35,982,514 customer requests for services or information in 2016—surpassing its 2015 record by 5%. NYC311 is an undisputed industry leader, proving that there is limitless opportunity to innovate through communications.

Government 51

Government Social Media Call Center Communication 51

Eptica

AUGUST 19, 2015

Date: Wednesday, August 19, 2015 Robots – the future of customer service? Published on: August 19, 2015. Author: Derek Lewis Recent Forrester research pointed out the importance of understanding customer emotion and creating empathy with consumers if brands are going to deliver a successful customer experience.

Self Service 48

Self Service Customer Service Wireless Contact Center 48

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Author: Neil Cox In 2015 the US Census Bureau reported that Millennials outnumbered Baby Boomers for the first time , meaning they now make up a quarter of the population. Published on: February 05, 2016. Share this page on: Tweet.

Customer Expectations 48

Customer Expectations Meeting Self Service Social Media 48