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

Totango

JANUARY 10, 2019

Many companies still use “old school” methods of customer growth and don’t know how to update their customer engagement platforms and practices. And for those who are looking to modernize in order to compete in today’s customer-centered economy, there are a lot of customer engagement platforms to choose from.

Customer Engagement 63

Customer Engagement Engagement Customer relationships CRM 63

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. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Tricia Morris

MARCH 29, 2017

Expectations for customer engagement continue to grow at an exponential rate. According to Microsoft’s 2016 State of Global Customer Service Report which surveyed 5,000 customers across Brazil, Germany, Japan, the United Kingdom and the United States, 72% of customers already.

Customer Engagement 66

Customer Engagement Engagement Survey Report 66

Customercount

OCTOBER 22, 2018

To Nominate now [link] INDIANAPOLIS, IN January 20, 2016 – CustomerCount? has announced it will sponsor and present an award recognizing outstanding members of the customer engagement profession.

Customer Engagement 45

Customer Engagement Engagement Customers 45

Influitive

JANUARY 27, 2017

To start 2017 off strong, we’re reviewing some of Influitive’s biggest B2B marketing campaigns from 2016 to see what went well and what we could improve on. (If January is the perfect time to review the past year’s ups and downs—both personally and professionally—to see how you can do better. If you’re curious about previous years,

B2B 91

B2B Marketing Examples Groups 91

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

ProProfs Chat

JULY 27, 2018

Customer engagement happens to be a very popular buzzword among most marketing and customer success teams these days. Be a part of any planning and strategy making discussion, and it’s almost impossible not to find a mention of phrases like customer service , customer engagement and customer experience.

Customer Engagement 93

Customer Engagement Engagement Strategy Marketing 93

OpinionLab

JUNE 24, 2016

By using OpinionLab across your various customer engagement posts, you also build a comprehensive overview of customer journeys to make the break through changes talked about at length in New Orleans. The post The three key learnings from CXFS 2016 appeared first on OpinionLab.

Competitive Advantage 79

Competitive Advantage Financial Conference eBook 79

Customercount

OCTOBER 22, 2018

CustomerCountSM Adds Significant Feature to Online Enterprise Customer Feedback Management System CRM Integration Solution Improves Customer Engagement INDIANAPOLIS, IN (January 6, 2016) – CustomerCount, the online customer feedback management system has introduced a CRM Integration Solution designed to increase customer … Continue reading (..)

CRM 40

CRM Customer Engagement Engagement System 40

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. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience). 2016 Answer.

Trends 147

Trends Customer Experience Wireless Entertainment 147

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. Published on: January 12, 2017. What do the findings mean for companies?

Trends 48

Trends Customer Service Contact Center Analysis 48

Ecrion

NOVEMBER 19, 2019

There are over 7000 Customer Engagement Manager jobs in the US alone posted on LinkedIn at the time of this writing and that should come as no surprise: customer engagement is a really hot topic these days! Take the first steps by learning the what, why and how of the job: What does a Customer Engagement Manager do?

Customer Engagement 40

Customer Engagement Engagement Management Measurement 40

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

OpinionLab

NOVEMBER 1, 2016

As I spoke with customers and analysts, and listened to the keynote presentations, I found emerging commonality across three main themes: 1) Mobile is a mainstay. One Forrester analyst coined the term “landmarks” to describe the critical moments that matter in the customer journey.

Innovation 60

Innovation Return on Investment Airlines Study 60

OpinionLab

NOVEMBER 1, 2016

As I spoke with customers and analysts, and listened to the keynote presentations, I found emerging commonality across three main themes: 1) Mobile is a mainstay. One Forrester analyst coined the term “landmarks” to describe the critical moments that matter in the customer journey.

Innovation 60

Innovation Return on Investment Airlines Study 60

Tricia Morris

DECEMBER 18, 2015

This year’s lineup of contributors includes: • Bill Patterson: Microsoft General Manager of Service Engagement. Jeanne Bliss: Chief Customer Officer Author and CXPA Co-founder. Sumair Dutta: The Service Council Chief Customer Officer and Former Aberdeen Customer Experience Analyst.

Trends 40

Trends Chief Customer Officer Customer Service eBook 40

Think Customers

JANUARY 11, 2016

It's the time of the year again when savvy customer experience leaders are planning their strategies for 2016. Separating their organizations from their competition is no longer about price and features; instead it's about providing quality customer experiences. 1to1Media.com/weblog.

Customer Experience 40

Customer Experience Trends Customers Strategy 40

Verint

FEBRUARY 10, 2016

Everyone is looking for a competitive advantage in 2016. While a good bit of the discussion focuses on the customer experience—and it should—providing tools for success to the people who speak daily with your customers should be front and center as well.

Employee Engagement 20

Employee Engagement Engagement Gamification Customer Engagement 20

Verint

DECEMBER 13, 2016

Earlier this month, we wrapped up Verint’s global Engage customer events for the year at the amazing Savoy Hotel in London.

Engagement 39

Engagement Customer Engagement Hotels Customers 39

Talkdesk

MAY 10, 2016

In the Subscription Economy where your relationships with customers are all important, it is crucial to be able to manage those relationships closely to increase recurring sales and revenues. Services like Salesforce.com and Zendesk will enable you to monitor customer engagement so you can better respond to your customer’s comments and needs.”

Culture 40

Culture Sales Loyalty Software 40

Currency Alliance

DECEMBER 7, 2016

Several years ago, the idea of customer engagement was much simpler. Merchants could interact with customers in-store or could send them marketing materials via post and email. While the customer is on the train on their way to work, while they are waiting in line for a coffee, or while they lie in bed before they go to sleep.

Customer Engagement 40

Customer Engagement Engagement Social Media Loyalty 40

Alida

DECEMBER 1, 2016

A report conducted by the tech company LinkedIn, the advisory firm Capgemini and the non-profit Efma found that half of banking customers around the world now use at least one product or service from a fintech firm. In the first quarter of 2016 alone, fintech startups saw an influx of $5.2 Establishing a customer-centric culture.

Customer Experience 193

Customer Experience Financial Banking Culture 193

Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event.

Omni-Channel 40

Omni-Channel Connections Contact Center Customer Experience 40

Michelli Experience

JANUARY 6, 2016

In support of my position, I offer the following: If you want to keep customers in 2016 …. Worry less about your prices and spend more time elevating your customer experience. According to Accenture, customer churn is linked more to bad service moments than to price related issues. Measure and drive employee engagement.

Customer Experience 100

Customer Experience Employee Engagement Competitive Advantage Customers 100

ShepHyken

SEPTEMBER 26, 2016

Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. Telecompetitor) Contact center satisfaction has worsened over the last two years despite investments in new customer engagement channels, according to new market research released by BoldChat. Follow on Twitter: @Hyken .

Customer Journeys 48

Customer Journeys Customer Service Contact Center Culture 48

Storyminers

JANUARY 12, 2017

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience). 2016 Answer.

Trends 171

Trends Customer Experience Wireless Entertainment 171

Comm100

JUNE 15, 2022

Digital customer engagement is always evolving. Just as live chat was a technological leap over telephone communication and is proving to be the most essential of all channels, chatbots are the latest technological milestone in customer support. Provide cost-effective 24/7 support to improve customer engagement.

Chatbots 198

Chatbots Industry Customer Service Wait Times 198

CSM Magazine

JUNE 5, 2018

A 2016 study by Deloitte, revealed that millennials were more likely to rate their corporate culture as positive if they participated in community and outreach activities. In fact, 72% of consumers claimed to have donated to charity during their purchase, despite the 44% saying they did not know anything about the cause itself.

Customer Engagement 40

Customer Engagement Engagement Sports Culture 40

Comm100

NOVEMBER 29, 2021

Once brands are finding success with live chat , they will also begin to look to omnichannel customer engagement in 2022. Read more – The Best Customer Experience Needs the Best Agent Experience – Expert Commentary. Now, ask yourself… are you surprised that agent turnover is so high?”.

Trends 207

Trends Customer Service Chatbots Omni-Channel 207

Customercount

OCTOBER 22, 2018

Annual Award Contest Celebrates Resort Managers, General Managers and Assistant Managers INDIANAPOLIS, IN (September 12, 2016) – CustomerCount and Resort Trades magazine have announced a partnership to recognize outstanding leaders who exemplify customer engagement within the timeshare resort/hospitality industry.

Hospitality 75

Hospitality Customer Engagement Industry Engagement 75

CSM Magazine

SEPTEMBER 12, 2023

. “Despite the challenges of the overall tech market, our double-digit growth underscores the increasing importance of more cost-efficient and effective contact center training approaches as businesses strive to improve customer engagement and maximize agent performance.”

Training 59

Training Telecommunications Marketing Contact Center 59

Tricia Morris

JANUARY 29, 2016

This evolution, from corporate to customer control of relationships, is known as customer engagement – and without it, your business will become vulnerable to competitors, disruptors, and yes, even those pesky Creepers. So what can Minecraft teach us about customer engagement? You never win. And it is breathtaking.

Customer Engagement 40

Customer Engagement Engagement CRM Self Service 40

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

Uniphore

NOVEMBER 2, 2021

Given the massive engagement between customers and a brand, creating a positive, and personal experience is essential. Where customer engagement happens. It’s a foundation for dynamic, frictionless customer engagement. Here, AI and automation can have the biggest impact. Contagious: Why Things Catch On.

Omni-Channel 100

Omni-Channel Video Contact Center Sales 100

Kerry Bodine

JANUARY 4, 2017

IPQC’s Executive Customer Contact Exchange. Center for Customer Engagement’s 2017 Summit on Customer Engagement. March 6 – 8, 2016. May 9 – 11, 2017. United Kingdom. IQPC’s CX Exchange Retail. July 4 – 5, 2017. Tech & Service Providers. Redwood Shores, CA. MaritzCX’s CXFusion.

CEM 120

CEM Conference Chief Customer Officer Customer Experience Professionals 120

Calabrio

MAY 25, 2016

of customers ages 35-54 still prefer to interact with a company by phone, and think a phone call is the most effective way to resolve an issue, especially if it’s an urgent matter. In a world where customer loyalty is low, companies simply cannot afford to disappoint customers. In fact, 51.7% The post To Bot or Not to Bot?

Chatbots 124

Chatbots Omni-Channel Contact Center Conference 124