Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

Alida

DECEMBER 22, 2016

presidential election, we’re entering the new year with a global geopolitical landscape that’s more uncertain and potentially more disruptive to businesses than 2016. Gaining customer trust will become a more significant source of long-term competitive advantage. Protecting customer data would be a good start.

Trends 0

Trends Social Media Advertising e-support 0

West Monroe

MARCH 27, 2017

As of September 2016, there were 5,980 FDIC-Insured banks in the United States. trillion in 2016. If you have read our white paper “ Becoming a Customer-Centric Bank ,” you are familiar with the four jigsaw puzzle pieces to become customer-centric: Sales Fundamentals. trillion in 2015 to $16.7

Banking 40

Banking CRM Loyalty Customer Centricity 40

Clarabridge

JANUARY 4, 2017

Fortunately, most major brands have started asking their customers. 81% are working with customers and customer-facing employees to help improve CX. 54% of customer service professionals strongly agree that CX is more important now than it was 2 years ago. Most brands have not increased their CX budget from 2016 to 2017.

Customer Experience 51

Customer Experience Self Service Return on Investment Competitive Advantage 51

Clarabridge

JANUARY 4, 2017

Fortunately, most major brands have started asking their customers. 81% are working with customers and customer-facing employees to help improve CX. 54% of customer service professionals strongly agree that CX is more important now than it was 2 years ago. Most brands have not increased their CX budget from 2016 to 2017.

Customer Experience 40

Customer Experience Self Service Return on Investment Competitive Advantage 40

CX University

JULY 31, 2018

Increasing employee satisfaction leads to happier customers, and creating happier customers increases job satisfaction in customer-facing employees (Zablah, Carlson, Donavan, Maxham, and Brown, 2016). JD Power award for customer satisfaction for primary mortgage origination for the last seven consecutive years.

Employee Engagement 65

Employee Engagement Customer Satisfaction Engagement Culture 65

Alida

JANUARY 18, 2017

In a typical household, it’s usually the second biggest expense after housing, with the total cost of ownership for a new 2016-17 model averaging over $10,000 per year, according to Vincentric. A not-so-customer-centric pricing strategy and lack of trust. A long, bumpy road to purchase. Owning a car is a huge investment.

Company 100

Company Automotive Retail Competitive Advantage 100

ClearAction

OCTOBER 25, 2018

Customer-Centric Marketing: Step-Up Performance Lynn Hunsaker. Customer-centric marketing is necessary, yet far from sufficient — from customers’ and investors’ perspectives. Typical roles adopting customer-centric marketing are in the marcom area: digital, content, automation, intelligence, retention, advertising.

Customer Centricity 59

Customer Centricity Marketing Customer Journeys Study 59

ClearAction

AUGUST 16, 2019

Is Your Customer Engagement Really Customer-Centric? Customer engagement can yield short-term or long-term rewards or penalties, depending on how customer-centric they are. Long-term rewards: uptick that sticks or increases organically — engagement fit the customer’s expectations and circumstances. “An

Customer Centricity 48

Customer Centricity Customer Engagement Engagement Customers 48

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Bob Thompson is an international authority on customer-centric business management who has researched and shaped leading industry trends since 1998. Aimee Lucas. Bob Thompson. Bruce Temkin. Frank Eliason.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Bob Thompson is an international authority on customer-centric business management who has researched and shaped leading industry trends since 1998. Aimee Lucas. Bob Thompson. Bruce Temkin. Frank Eliason.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Amity

FEBRUARY 2, 2016

Editor’s note: This is a living document, and our goal is to update it regularly with the best resources around customer success. The Best Customer Success Resources of 2016. Surely, you are staying up to date on the latest customer success trends – did someone say “customer marketing”?

Resources 80

Resources Customer Success Customers Customer Retention 80

SurveySensum

JULY 14, 2020

Mila Widyani – Head of Customer Experience at CIMB Niaga. A Customer Experience Thought Leader and Influencer, Mila Widyani is a dynamic professional who strongly believes that CX is the key to driving a sustainable competitive advantage in today’s economy. Currently working at Qualtrics as a Sr.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Stella Connect

JANUARY 4, 2022

“[I]f you care about customer experience. then customer service training is not optional. It is an essential component of creating a Hero-Class® customer experience that is a competitive advantage for your organization.”. Adam Toporek , Customers That Stick. . It is not an extra.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Stella Connect

APRIL 17, 2018

“[I]f you care about customer experience. then customer service training is not optional. It is an essential component of creating a Hero-Class® customer experience that is a competitive advantage for your organization.”. Adam Toporek , Customers That Stick. It is not an extra.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

SurveySparrow

OCTOBER 25, 2019

This is why every project or product at Amazon starts with a press release where they feature customer’s quotes. “Obsessing over customer experience is the only long-term defensible competitive advantage,” Bezos has said. It is an important step towards becoming truly customer-centric.

Omni-Channel 77

Omni-Channel Strategy Customer Experience Customer Journeys 77

Stella Connect

APRIL 17, 2018

“[I]f you care about customer experience. then customer service training is not optional. It is an essential component of creating a Hero-Class® customer experience that is a competitive advantage for your organization.”. Adam Toporek , Customers That Stick. It is not an extra.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

Experience Matters

APRIL 7, 2015

Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. With the power to listen to the Voice of the Customer, integrate it with business data to generate powerful insight, and take action, we deliver effective business change and create a competitive advantage for clients.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Alida

JULY 26, 2016

At the 2016 Asia Pacific Customer Intelligence Summit , over 200 professionals from marketing, market research, innovation and customer experience gathered for a day of learning and networking and to celebrate the achievements of the most customer-centric companies in the region. Authenticity in 3 easy steps.

Customer Experience 100

Customer Experience Insurance Telecommunications Competitive Advantage 100

Bold360

NOVEMBER 21, 2016

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. “I have learned in 2016 that our customers (aged 18-24 years old or the millennials) spend most of their time…” On their mobile devices.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

C Space

NOVEMBER 21, 2019

And one that’s indicative of a huge shift: the customer has become a C-suite-level conversation. A 2016 PwC survey of global CEOs revealed something fascinating. 71% of CEOs now see customers as the most powerful disruptive force facing business. They organised themselves around their own needs, not those of their customers.

Net Promoter Score 66

Net Promoter Score Strategy Culture Retail 66