ijgolding

JANUARY 4, 2016

As I sit here writing my first blog post of the year on the year on the 4th January, my online channels are being bombarded with a plethora of brilliantly worded articles suggesting a whole variety of resolutions that will transform the lives of individuals and companies alike. Some resolutions were related to personal health and well-being.

Customer Centricity 120

Customer Centricity Customers Financial Customer Experience 120

Kayako

JANUARY 7, 2016

We looked back with our best posts from the customer support community in 2015, now we’re looking forward with predictions for 2016. We’ll be covering these areas throughout 2016 so be sure to subscribe to our blog newsletter to stay at the top of your support game this year. 2016 is an exciting year for support.

Self Service 84

Self Service Social Media Trends Customers 84

NICE inContact

OCTOBER 28, 2016

In our 2016 Consumer Research Report , we found that customer support representatives (CSRs) are still using phone-based support 86% of the time. The post inContact Recognized as a Leader in Gartner’s 2016 Contact Center as a Service (CCaaS) Magic Quadrant appeared first on inContact Blog.

Contact Center 164

Contact Center Contact Center Software Social Media Exceptional Customer Service 164

Centercode

JULY 6, 2023

From blog posts and case studies to in-depth whitepapers and eBooks, we provide customer validation advice and best practices for companies big and small, no matter what product you’re launching. Beta testing can be daunting, so throughout the year we publish valuable tools and resources that can help ease many of the challenges. So if […]

Resources 52

Resources Case Study eBook Study 52

Experience Investigators by 360Connext

SEPTEMBER 22, 2015

89% of customers will decide based on customer experience in 2016. The post 5 Ways to Create a Better Customer Experience for 2016 appeared first on Customer Experience Consulting. And they’re making decisions because of it. How can you create a better customer experience now to compete in this changing marketplace?

Customer Experience 110

Customer Experience Customer Journeys Consulting Customers 110

Experience Investigators by 360Connext

FEBRUARY 3, 2016

Managing time and workload will be the biggest challenge that customer support professionals face in 2016. The post Multichannel Support Will Burn Out your Customer Support Team in 2016 appeared first on Customer Experience Consulting. A new study by Kayako looked into the state of the customer support […].

Consulting 110

Consulting Study Customers Management 110

Kayako

MAY 12, 2016

Customer support blogs, and publications. Check out and subscribe to her blog to learn about the latest best practices in the customer experience and success space. Tockeroo is a blog all about customer happiness by Ines van Essen. Help Scout Blog. No one has all the answers… but we face a lot of the same questions,”.

Conference 120

Conference Tips Call Center Video 120

Comm100

JANUARY 14, 2016

As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. Still, many companies have been slow to adapt their websites and infrastructure to accommodate this technological growth – however, this will change significantly in 2016. billion PC users.) What does this mean for your company?

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Experience Matters

JUNE 6, 2016

We released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. As a follow-up, we published blog posts that examine the results for each of the 20 industries. Here’s a link to FAQ’s about the Ratings.

Industry 60

Industry Survey Consumers Customer Experience 60

InMoment XI

NOVEMBER 9, 2018

Editor’s note: This post originally appeared on the MyCustomer blog. According to the 2016 CXEvolution study by MaritzCX, “customer-centric companies are three times more successful at driving significant financial improvement and. You can read it here.

Customer Experience 200

Customer Experience Feedback Tips Customer Centricity 200

Wired and Dangerous

JANUARY 4, 2016

Welcome to 2016! We want to start 2016 by sharing one of our favorite examples of someone dedicated to delivering great service. Thank you for following our blog and best wishes for a fantastic 2016! ~ Chip and John. We are excited about the sparkling opportunities and shining moments that lay ahead!

Call Center 70

Call Center Resources Consulting Study 70

SuiteCX

JANUARY 2, 2017

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. The primary disconnects are how Customer Experience professionals present and communicate Customer Experience to the C Suite.

Customer Journeys 100

Customer Journeys Self Service Customer Insights Survey 100

SuiteCX

JANUARY 2, 2017

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. The primary disconnects are how Customer Experience professionals present and communicate Customer Experience to the C Suite.

Customer Journeys 100

Customer Journeys Self Service Customer Insights Survey 100

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. Eliza (@eliza_jacobs) September 20, 2016. Vision Critical (@visioncritical) September 20, 2016. Amanda White (@iamAMLW) September 20, 2016.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Not only have digital interactions gained substantial ground in 2016, but digital interactions, like chat, email, social media, SMS, etc.,

Contact Center 100

Contact Center Report Banking eBook 100

SurveySparrow

JANUARY 9, 2021

Wondering how to create a food blog in 2020, but have absolutely no idea on how to start one? And starting a blog on food can be the best passive income stream that you want to choose. Or with a little bit of more effort and hard work, you can even take it a notch higher and know how to start a food blog and make money.

How To 52

How To Entertainment Travel Survey 52

Think Customers

DECEMBER 15, 2015

In a blog post which lists the most important customer experience trends to watch out for next year, Temkin cites "the year of emotion" as the most important trend for customer experience professionals to track in 2016. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Connections 60

Connections Customer Experience Customer Experience Professionals Trends 60

Beyond Philosophy

JANUARY 7, 2016

In 2016, some organizations will focus on the superficial emotional side and will fall further behind more advanced organizations examining the deeper subconscious and psychological emotional influences in Customer Experience. Predictive analytics are key to improving Customer Experience in 2016. My Prediction . My Prediction.

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

Beyond Philosophy

JANUARY 7, 2016

In 2016, some organizations will focus on the superficial emotional side and will fall further behind more advanced organizations examining the deeper subconscious and psychological emotional influences in Customer Experience. Predictive analytics are key to improving Customer Experience in 2016. My Prediction . My Prediction.

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

Experience Investigators by 360Connext

DECEMBER 10, 2015

The post 5 Ways to Improve the Patient Experience in 2016 appeared first on Customer Experience Consulting. I had never attended a conference solely focused on healthcare, so I learned a lot about what innovative healthcare systems are doing to improve the patient experience. Healthcare […].

Healthcare 88

Healthcare Conference Consulting Innovation 88

Promoter.io

MARCH 23, 2016

The post How We’re Going to Predict the 2016 Election Using NPS appeared first on Promoter.io About two weeks ago, six of us at Promoter were having a discussion about politics. More specifically, about the current race […].

NPS 76

NPS 76

Forrester

NOVEMBER 8, 2016

In my previous blog post last week I introduced the India Customer Experience Index 2016 report , and spoke briefly about over-all trends in this year's results compared to last year. In this post I'll explore more industry-level findings. In this year's CX Index results, we found that: Read more.

Industry 71

Industry Customer Experience Trends Report 71

Experience Matters

MARCH 16, 2017

Any regular reader of this blog likely knows that emotion is a key topic for Temkin Group. We labelled 2016 as The Year of Emotion and operationalizing emotion is one of our 2017 CX trends. As part of our push to drive more detailed discussions about emotion, we examined the emotions that consumers feel after specific interactions.

Interaction 240

Interaction Loyalty Trends Groups 240

Talkdesk

MAY 17, 2016

Opentalk 2016 is upon us. Happily, we’re diligently reporting on all the happenings and learnings at Opentalk 2016. This blog post will serve as a hub of our Opentalk content. This blog post will serve as a hub of our Opentalk content. Live and Post-Event Blog Coverage. Pre-Event Blog Coverage. Opentalk2016.

Social Media 40

Social Media Omni-Channel Conference Call Center 40

transcosmos Information Systems

MARCH 16, 2016

The age of information has ushered in blogging, a content phenomenon that has given voices from all over the world a medium to express ideas and ultimately, build an audience. Different blogs offer a wide range of content for different kinds of audiences. Cisco Blog- Small Biz. The Citrix Blog. The Windows Blog.

Industry 59

Industry Government Technology Innovation 59

Topdown

DECEMBER 15, 2016

In the last few articles on our blog, we’ve been going over their recommendations for contextualizing CCM and the customer experience. Now I want to take a closer look at another recent Gartner report, “ Content Management for the Digital Era: Rethinking Strategies Beyond 2016.”

Strategy 48

Strategy Management Customer Experience Management Communication 48

ShepHyken

NOVEMBER 7, 2016

jaco Blog) This golden list will motivate you and help you grow your business, engage with your customers and get accurate insights from your Customer Success efforts. The post 5 Top Customer Service Articles For the Week of November 7, 2016 appeared first on Shep Hyken. My Comment: Customer Success is a hot topic.

Customer Service 124

Customer Service Loyalty Customer Success Resources 124

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Find out what they are in this blog post. Published on: January 12, 2017.

Trends 48

Trends Customer Service Contact Center Analysis 48

Storyminers

JUNE 3, 2022

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. 2016 Answer. 2016 will be the year that technology will (finally) let us put humans first again. We’ve updated it for 2017. What CX trends do you see emerging this year?

Trends 147

Trends Customer Experience Wireless Entertainment 147

Helen Dewdney

JULY 26, 2017

Although this blog is about consumer rights and how not to get fobbed off, I thought it might be useful to share some good money blogs with you. There are of course thousands of blogs out there run by people keen to share their ideas and sometimes you may stumble across them and some that are equally as good that you don’t.

Tips 0

Tips Financial Travel Banking 0

Vonage

AUGUST 30, 2016

We’ve kicked off our Dreamforce 2016 prep with a Gold Sponsorship, and we’ve officially launched our microsite , which details our party, booth information and meeting details. Also, follow-us on Twitter , join our conversations with #GetCloser and keep an eye out for our continuing blogs series. Want to take part?

Sales 215

Sales Customer Confidence Connections Tips 215

Amity

FEBRUARY 2, 2016

The Best Customer Success Resources of 2016. • Blog Posts. February 9-11 - SaaStr Annual 2016. Customer Success Summit 2016 promises 2 days of interactive sessions, practitioner best practices and networking to master the business of customer success. May 10-12 - Pulse 2016 Conference. The best part?

Resources 80

Resources Customer Success Customers Customer Retention 80

Tricia Morris

DECEMBER 18, 2015

The insights collected from the individuals above for 2016 are an interesting mix with a fantastic focus on people. In a series of future blog posts, we’ll be featuring guest post commentary from all of the contributors above. Jeanne Bliss: Chief Customer Officer Author and CXPA Co-founder.

Trends 40

Trends Chief Customer Officer Customer Service eBook 40

Chadwick Martin Bailey

DECEMBER 30, 2015

We run this blog a little differently than other corporate blogs. Before we blast into 2016, we wanted to reflect on our blog this past year by taking a second look at some of our favorite posts: This year, we launched a market research advice column— Dear Dr. Jay. Heidi Hitchen did just that in her blog post this year.

Analytics 52

Analytics Consumers Analysis Consulting 52

Provide Support

NOVEMBER 8, 2016

Published in Provide Support Blog , 2016. What can you do to minimize the negative effects of the busy season and keep customer satisfaction high?(.). Read more. © 2003 - 2015 Provide Support LLC. Permalink | No comment.

Customer Satisfaction 73

Customer Satisfaction Average Handle Time Wait Times Retail 73

transcosmos Information Systems

MARCH 16, 2016

The age of information has ushered in blogging, a content phenomenon that has given voices from all over the world a medium to express ideas and ultimately, build an audience. Different blogs offer a wide range of content for different kinds of audiences. Cisco Blog- Small Biz. The Citrix Blog. The Windows Blog.

Industry 48

Industry Government Technology Innovation 48

Provide Support

DECEMBER 7, 2015

Customer experience trends 2016. Published in Provide Support Blog , 2015. Customer experience is becoming more and more important for companies over the years. The reason is, it has become the key differentiator. Read more. © 2003 - 2015 Provide Support LLC. Permalink | No comment.

Trends 40

Trends Customer Experience Customers Marketing 40