CX Journey

APRIL 21, 2016

Even though 2016 is already a third of the way over, I thought it would be interesting to share some findings about key customer experience challenges that have been identified for this year. CX Network recently published The Global State of Customer Experience 2016.

Omni-Channel 80

Omni-Channel ROI Culture Trends 80

Alida

JUNE 29, 2016

Storytelling is the key to effectively communicating insight. Effectively communicate your insight. Use data visualizations to effectively communicate insight. We’ll be announcing more exciting additions to our software at the 2016 Customer Intelligence Summit. Create clarity.

Communication 140

Communication Data Innovation Analysis 140

Calabrio

JUNE 23, 2016

According to Dimension Data’s 2016 Global Contact Centre Benchmarking Report , phone is rapidly declining in popularity among young customers who are trying to communicate with a business. Instead, they use social media (38.9%), mobile apps (27.2%) and email (12.1%) as a first line of communication.

Communication 100

Communication Omni-Channel Social Media Contact Center 100

InMoment XI

MAY 4, 2022

In a 2016 post Talkdesk , a provider of call center solutions, reported the yearly turnover as 30-45%, double or triple that of all U.S. Through open communication. This is hardly a way to build loyalty, and the pressure to keep calls short contributes to the call center industry having the highest turnover of industries worldwide. (In

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

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

ijgolding

JUNE 14, 2016

LEAD – continuously communicate and live by customer centric values. The post Customer Experience Commitment – 2016 Customer Centricity Research Findings appeared first on IJ Golding. ENABLE people to have a customer focused mindset.

Customer Centricity 120

Customer Centricity Customer Experience Customers Leadership 120

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. “Our community helps us get to the whys” – Visionary winner @ElizabethArden.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Magellan Solutions

MAY 3, 2016

IBPAP delegation to CeBIT Australia 2016. Magellan Solutions was part of the IBPAP (Information Technology and Business Process Association of the Philippines) delegation to CeBIT Australia 2016 in May 2-4 2016 at Sydney Olympic Park. The post Magellan Solutions joins CeBIT Australia 2016 appeared first on Magellan Solutions.

Contact Center 63

Contact Center Ecommerce Healthcare Financial 63

Wired and Dangerous

DECEMBER 19, 2016

As 2016 draws to a close it is a time to reflect on all of the good that came from the past year and to express our sincere gratitude to all of those who helped make the year the very best it could be. These are arguably the two most powerful words in the English language. Customers love to hear and feel a sincere “thank you”.

Fashion 70

Fashion Communication Customer Expectations Customers 70

TrustFuel

JULY 1, 2017

Based on our financial statement for 2016, our company has scored tremendous growth because the clients have recognized our quality and decided to utilize our software in their businesses. That lack of communication with clients resulted in profit decrease. So far, we helped many successful companies who lacked in this area.

Report 63

Report Industry Customer Success Software 63

Help.com

MARCH 14, 2016

A photo posted by Everlane (@everlane) on Jan 29, 2016 at 1:31pm PST. “By Communicate. Only those with access to that account can take advantage of deals like early access and sales. The Ankle Boot Collection arrives next week. But you can get them today on @everlanestudio. The secret to their success? A great, empowered team.

Customer Engagement 114

Customer Engagement Engagement Tips Social Media 114

Talkdesk

MAY 17, 2016

Opentalk 2016 is upon us. Happily, we’re diligently reporting on all the happenings and learnings at Opentalk 2016. Talkdesk Announces List of Speakers for Opentalk, A Visionary Conference On The Future Of Customer Communication (PR Newswire). Communication is the Heart of the Customer Experience (TaskUs). Opentalk2016.

Social Media 40

Social Media Omni-Channel Conference Call Center 40

Topdown

DECEMBER 15, 2016

Gartner’s content and customer communications management (CCM) analysts have been quite busy lately. 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

MARCH 23, 2018

This week we feature an article by Denise Graziano who explains how essential clear, consistent, authentic communication is for companies to use when dealing with difficult news. – Shep Hyken. Clear, consistent, authentic communication. In other words, it is simply a statement with no mission, vision, or purpose.

Communication 81

Communication Leadership Airlines Social Media 81

Topdown

AUGUST 26, 2016

International Data Corporation ( IDC ) recently released the findings from a multi-client survey conducted in spring 2016 called Document Strategies for Customer Communication Management: Insurance.

Insurance 48

Insurance Communication Multi-Channel Report 48

Talkdesk

MAY 6, 2016

It promises to bring together today’s greatest CX innovators and customer-centric business leaders to discuss the future of customer communication. Our blog has run down a partial list of the amazing speakers at Opentalk 2016 and written individual announcements of others. In 2016, our product release cadence has reached fever pitch.

Call Center 40

Call Center Innovation Customer Centricity Software 40

iPerceptions

FEBRUARY 12, 2016

There's no shortage of customer experience focused conferences and in 2016 it is going to be no different. These events offer boundless opportunities for networking, discovery and communication.

Conference 48

Conference Customer Experience Customer Experience Professionals Customers 48

NICE inContact

FEBRUARY 29, 2016

These interactions will include both voice communications and two-way digital information displayed on mobile devices, all of which will be recorded and stored in compliance with HIPAA standards.

Contact Center 120

Contact Center Omni-Channel e-support Social Media 120

transcosmos Information Systems

MAY 30, 2016

To keep your company afloat and thriving, you need to follow such trends in IT this 2016. You see mobile phones with apps like these or technologies that put together a variety of features to make information dissemination and communication easier. However, IT infrastructure, just like everything else, comes and goes. Data Exploration.

Trends 48

Trends Tips Video System 48

Experience Matters

MAY 25, 2016

We recently 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.

Groups 192

Groups Customer Experience Survey Consumers 192

Avaya

JUNE 7, 2016

The problem that we identified is that in this mobile-centric, 24X7-access-to-everything, gadget-crazy digital world, there is a huge problem for companies to be able to communications enable any customer experience now , not seven months from now. The platform we created for business communications innovation is Avaya Breeze ™.

Innovation 40

Innovation Self Service Contact Center Customer Satisfaction 40

Forrester's Customer Insights

SEPTEMBER 20, 2023

In a 2016 New York Times Magazine profile of Ben Rhodes, President Obama’s then deputy national security adviser for strategic communications, Ben was quoted as calling the American foreign-policy establishment “the Blob.”

Industry 60

Industry Policies Communication Trends 60

Topdown

JANUARY 18, 2017

Here are the top five articles on our blog in 2016: We want to give our readers more of the kinds of content you find most interesting and useful, so we pay attention to the articles you read and share the most.

Communication 48

Communication Customer Experience Customers 48

CSM Magazine

OCTOBER 15, 2019

When it comes to providing that kind of experience, the best place to start is with customer communications. Digital communication is vital. Ultimately, the best place to make an impact in CX is in digital customer communication. Furthermore, tone, branding and general approach should be consistent across communications.

Communication 40

Communication Retail Study Innovation 40

Provide Support

OCTOBER 12, 2016

Words to Avoid in Live Chat Communication. While communicating with customers over live chat there is always a risk to spoil the impression of the conversation by writing something inappropriate. The words you use to communicate can convey a lot of meaning. The words you use to communicate can convey a lot of meaning.

Communication 40

Communication Customer Service Representative Tips Customer Service 40

ShepHyken

MAY 30, 2016

Leadership, which includes all members of the C-Suite, must define, communicate and be role models for an organization’s customer service and experience initiative. The post 5 Top Customer Service Articles For the Week of May 30, 2016 appeared first on Shep Hyken. It starts at the top. It all starts at the top!

Customer Service 72

Customer Service Self Service Competitive Advantage Tips 72

Topdown

MAY 20, 2016

In a March 2016 report entitled How to Measure Digital Customer Experience , part of the Digital Customer Experience Improvement Playbook, Forrester analysts Maxie Schmidt-Subramanian and Andrew Hogan explore ways for CX pros to use tracking and analytics to measure and improve digital experience quality.

Communication 54

Communication Data Analytics Measurement 54

Clarivate

APRIL 19, 2024

9] [24] [26] The Clarivate Value Communication team, helps life science companies present the benefits of innovative and highly technical medical technologies to market access stakeholders in clear, impactful ways. 2016 Mar 28;8(9):446-51 [9] O’Brien M, Oliver L, Proctor N, Siakantari M, Cantin P, Griffin CP, Stenberg B.

e-support 59

e-support Guidelines Study Healthcare 59

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. At Dreamforce, NVM will reveal how a strong communications platform can provide a better way for you to get close to your customers. Want to take part?

Sales 215

Sales Customer Confidence Connections Tips 215

Michelli Experience

FEBRUARY 14, 2017

Later we learned to communicate through written symbols and today it seems the most preferred communication medium is words shared through video. Great customer experience brands are not only “visual storytellers” but they are supporting their customers as those brand loyalists visually communicate about their brand journey.

Video 235

Video Retail Communication Course 235

CSM Magazine

MARCH 18, 2024

These customers are reliant on organisations to provide clear communications, fair value and relevant support. In every industry, there are tangible benefits to improving communications, adapting processes and tailoring support. For firms governed by the Financial Conduct Authority (FCA), this website is an asset.

Training 52

Training Government Financial Resources 52

ShepHyken

DECEMBER 12, 2016

This is how customers communicate with many of the businesses the choose to do business with. This short article will give those who haven’t embraced this form of communication a few reasons to do so. The post 5 Top Customer Service Articles For the Week of December 12, 2016 appeared first on Shep Hyken.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

NICE inContact

AUGUST 2, 2016

Many of these improvements in technology and security are incorporated into Momentum Telecom’s Unified Communications solution portfolio with inContact Contact Center integration. A vital piece of the puzzle when choosing a communications solution is the infrastructure and reliability behind the scenes.

Contact Center 121

Contact Center Contact Center Software Conference Exceptional Customer Service 121

Beyond Philosophy

FEBRUARY 21, 2020

Brand personification is a fundamental principle of the concept of Conversational Commerce first introduced in 2016 by Chris Messina, tech expert, and inventor of the hashtag. Many of these communications will take place on social media platforms. Then, you communicate as if that human were your brand in your social media presence.

Brands 158

Brands Social Media Chatbots Interaction 158

Provide Support

JANUARY 27, 2016

Professional But Human Communication in Live Chat: How Not to Sound Like a Robot. In the age when technology rules, natural human communication still matters a lot. In the age when technology rules, natural human communication still matters a lot. Published in Provide Support Blog , 2016. Yes, indeed. Read more.

Communication 40

Communication Touchpoint B2B Customer Satisfaction 40

Beyond Philosophy

FEBRUARY 17, 2020

Messina coined the phrase Conversational Commerce in 2016 to describe all the changes happening in the way we interact with customers in the consumer marketplace. Specifically, it relates to how brands and consumers are going to communicate through messaging and social media. . Messina is an expert on this subject.

Meeting 166

Meeting Social Media Call Center Multi-Channel 166