Verint

MARCH 21, 2017

Just upgrading a touchpoint is so 2016. Much has been written about how to develop a customer journey map. Comparing current and desired experiences is a good foundation for a CX plan. It’s a popular topic, and many professionals across different experience areas have put their own spin on the process.

Customer Journeys 24

Customer Journeys Touchpoint Customer Experience How To 24

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

ECXO

AUGUST 2, 2023

How to Create an Amazing Customer Experience During one hour, Shep session he had two facilitators Tulio Milman and Ricardo S Gulko. Shep Hyken is a customer service and experience expert. He is also one of the most published authors and Forbes contributors.

Customer Journeys 52

Customer Journeys Leadership Innovation Customer Relationship Management 52

Alida

MARCH 10, 2017

Failing customer experience initiatives are keeping business leaders up at night. According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations. Failure to listen to customers. Lack of ownership.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

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. But the opposite is also true.

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. But the opposite is also true.

Innovation 60

Innovation Return on Investment Airlines Study 60

Lumoa

JUNE 23, 2021

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

Alida

MARCH 21, 2018

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . What they need is a full picture—the “why” of customer behavior. Research experience is customer experience.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

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

Think Customers

JANUARY 3, 2016

From virtual reality to the rise of the digital world, the past year saw emerging technologies that will likely help to elevate the customer experience throughout 2016. 1to1 Media covered numerous trends that influenced the customer experience. Let's revisit our top 10 articles based on the number of page views.

Customer Journeys 40

Customer Journeys Customer Experience Engagement Trends 40

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. Boosting customer satisfaction with Alliant Energy.

ROI 100

ROI Measurement Brands Net Promoter Score 100

Alida

MARCH 30, 2017

Price Chopper Supermarkets, an American grocery chain with 136 stores, has one answer: customer insight. 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.

Customer Insights 100

Customer Insights Industry Innovation Sales 100

Eptica

MAY 25, 2016

Date: Wednesday, May 25, 2016 Mapping digital transformation in customer experience. Published on: May 25, 2016. Author: Pauline Ashenden In the fast-moving world of customer experience there is no shortage of new trends and technologies for companies to evaluate and adopt.

Customer Experience 54

Customer Experience ROI Contact Center CRM 54

ClearAction

OCTOBER 16, 2019

Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. trillion dollars lost through customers switching suppliers every year in the USA is equivalent to the GDP of Canada or Italy? Creating & keeping a customer (i.e.

ROI 59

ROI Customer Experience Customer Centricity Net Promoter Score 59

ReviewTrackers

JUNE 29, 2017

There’s no shortcut to creating a great customer experience. It takes a thoughtful strategy, a customer-focused organization, and a design that delivers on your brand promise. But many companies fail to handle problems effectively, which contributes to poor customer experience and engagement.

Customer Experience Design 70

Customer Experience Design Customer Experience Touchpoint Social Media 70

Eptica

NOVEMBER 9, 2016

Date: Wednesday, November 9, 2016 Connecting with your customers across APAC. Published on: November 09, 2016. Author: Vincent Giraud Traditionally brands have segmented their customer bases by demographic factors such as age, and used this information to drive specific customer experiences for each group.

Connections 72

Connections Self Service Social Media Innovation 72

Eptica

JUNE 1, 2016

Date: Wednesday, June 1, 2016 What is holding back chat in customer service? Published on: June 01, 2016. Author: Neil Cox Amongst consumers, chat is fast becoming a mainstream channel for customer service. In the 2016 study it again grew exponentially, to 44% of brands surveyed.

Customer Service 48

Customer Service Knowledge Base Contact Center Consumers 48

Eptica

AUGUST 24, 2016

Date: Wednesday, August 24, 2016 Why CEOs need to focus on customer experience. Published on: August 24, 2016. Author: Olivier Njamfa Customer experience (CX) is moving rapidly towards the top of the CEO agenda as businesses realize its importance to the bottom line. The advice essentially covers four key areas: 1.

Customer Experience 48

Customer Experience Social Media Multi-Channel Touchpoint 48

Alida

JULY 11, 2018

In a panel session moderated by our very own Karen Eisen, experts from Canadian Tire, Jamieson Laboratories, CIBC and Flipp shared how they are using customer insight to improve the customer experience. Canadian Tire: Use insight to meet the needs of different customers. Customer insight also helps reduce risks at CIBC.

Industry 141

Industry Brands Banking ROI 141

Chattermill

SEPTEMBER 11, 2019

The Relentless Pursuit Of The Perfect Customer Experience: A Netflix Story. customer experience. What can we learn from Netflix's attention to customer experience? The ultimate example of a company disrupting an industry with customer experience? Netflix is customer obsessed. by Harry Buckle on 12 Sep 2019.

Customer Experience 76

Customer Experience Touchpoint Entertainment Customer Journeys 76

Customer Guru

OCTOBER 9, 2018

Before we begin our discussion into digital customer experience and how it must be improved, we must first understand what it is to be digital. In such an age, where half the world is online and can access anything at the click of a button, customers have myriad choices to look into. Don’t make your customers think!

Customer Experience 119

Customer Experience Social Media How To Customers 119

Eptica

APRIL 5, 2016

Date: Wednesday, April 6, 2016 Where are the UK’s Chief Customer Officers? Published on: April 06, 2016. Author: Pauline Ashenden The combination of growing competition and more demanding consumers means that customer experience is now recognized by businesses everywhere as crucial for success.

Chief Customer Officer 48

Chief Customer Officer Contact Center Analysis Customers 48

Eptica

JUNE 10, 2016

Date: Friday, June 10, 2016 Adding emotion to the customer experience. Published on: June 10, 2016. Author: Pauline Ashenden Delivering the right customer experience isn’t just about systems and processes – it is also about how the consumer feels during, and at the end of, the journey.

Customer Experience 48

Customer Experience Contact Center Social Media Consumers 48

Eptica

JANUARY 25, 2017

Date: Wednesday, January 25, 2017 The 5 trends brands need to address for improved customer service. Author: Pauline Ashenden The latest Institute of Customer Service (ICS) UK Customer Satisfaction Index (UKCSI) has a positive message for everyone involved in customer service. Published on: January 25, 2017.

Net Promoter Score 48

Net Promoter Score Trends Brands Customer Service 48

Vonage

MAY 11, 2016

The Salesforce World Tour London is on May 19 th and we are delighted to have been selected as one of the Salesforce 2016 Customer Success stories. I am excited to be sharing our story and talking about how Vax has transformed its customer service as a key part of the customer journey.

Multi-Channel 60

Multi-Channel Customer Experience Competitive Advantage Effort Score 60

Eptica

NOVEMBER 23, 2016

Date: Wednesday, November 23, 2016 Why you need to take a customer-centric view of digital transformation. Published on: November 23, 2016. Customers want the ability to switch between channels during their journey. Look at who your most profitable customers are, and aim to meet their needs. Why is this?

Customer Centricity 48

Customer Centricity Touchpoint Customer Experience Management Innovation 48

Kustomer

OCTOBER 28, 2022

Modern customer service looks very different from prior decades. Customers gravitate toward brands that have differentiated customer service, leaving those that don’t in the dust. With this in mind, brands now realize that customer service is directly tied to their revenue, and are modernizing applications.

Customer Engagement 105

Customer Engagement Engagement Omni-Channel Customer Centricity 105

Eptica

JANUARY 15, 2016

Date: Friday, January 15, 2016 Insurance, the Internet of Things and customer experience. Published on: January 15, 2016. This has dramatically changed how insurers operate , and increased the focus on the customer experience as companies look to engage with consumers and retain their business.

Insurance 48

Insurance Customer Experience Policies CRM 48

Eptica

MARCH 31, 2016

Date: Thursday, March 31, 2016 Websites lead the way for UK customer service. Published on: March 31, 2016. Being able to find answers to their questions quickly is therefore a vital part of the customer experience. Being able to find answers to their questions quickly is therefore a vital part of the customer experience.

Self Service 48

Self Service Customer Service Entertainment Fashion 48

Eptica

MARCH 16, 2016

Date: Wednesday, March 16, 2016 The importance of emotion to successful customer experiences. Published on: March 16, 2016. On the flipside, discourteous or unhelpful staff will decrease engagement and may even lead you to leave the store, or vow never to go back. Author: Neil Cox At heart, humans are social beings.

Customer Experience 48

Customer Experience Contact Center Social Media Metrics 48

ClearAction

NOVEMBER 27, 2018

Customer-Centric Marketing: Align for Growth Lynn Hunsaker. Customer-centric marketing has several layers of meaning. The most popular layer means personalization of communications, toward increasing customer lifetime value. Without the other vital layers, though, much potential customer lifetime value will be squandered.

Customer Centricity 74

Customer Centricity Marketing Competitive Advantage Customers 74

BirdEye

JULY 5, 2023

Customer acquisition is one of the biggest challenges and expenditures for businesses. However, constantly acquiring new customers without investing in strategies to retain them can prove quite harmful to the bottom line. To first time customers turn into loyal customer, it is important to invest in building relationships with them.

Examples 98

Examples Strategy Marketing Social Media 98

Eptica

NOVEMBER 30, 2016

Date: Wednesday, November 30, 2016 The push for mobile customer service. Published on: November 30, 2016. The rise of mobile is driving customer service change in five key ways: 1. Author: Gokcen Onur The rise of the smartphone has transformed how people interact with each other, brands and the world around them.

Mobile Customer Service 48

Mobile Customer Service Customer Service Social Media Consumers 48

Eptica

JANUARY 29, 2016

Date: Friday, January 29, 2016 Customer service lessons from the hotel sector. Published on: January 29, 2016. Author: James Gladwish Since the days of coaching inns, providers of accommodation have had to focus on delivering the right customer experience to their guests. I think it comes down to four areas: 1.

Hotels 48

Hotels Customer Service Social Media Travel 48

Eptica

DECEMBER 16, 2016

Date: Friday, December 16, 2016 Why emotion is central to driving customer loyalty. Published on: December 16, 2016. Author: Steve Nattress There are multiple factors that feed into the customer experience. For example, people want answer fast answers – in the U.S.

Loyalty 48

Loyalty Insurance Effort Score Contact Center 48

Customer Interactions

AUGUST 3, 2016

According to a recent report from MyCustomer, “The 10 Marketing Priorities of Customer-Centric Brands: Insight Report 2016,” multichannel customer engagement—customer journeys that span mobile, voice call, web-based, in-person and other interactions—is no longer the exception, but a “new normal” for today’s customer experience.

Customer Experience 28

Customer Experience Customer Centricity Customer Journeys Report 28

Clicktools

MAY 24, 2017

Competitive pricing, a slew of innovative features and benefits, nailing customer service—the list of methods for getting ahead in today’s competitive marketplace is stacked with valid tactics like these. Easy: prioritizing customer experience (CX)—a make-it or break-it factor for many brands. Customer engagement.

Engagement 45

Engagement Customer Experience Self Service Social Media 45