Topdown

DECEMBER 15, 2016

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

Clarivate

AUGUST 2, 2022

The resulting analyses, published annually since 2012, give unique insights into regulatory processes and practices, identify where improvements can be made and inform company and agency strategies. Changes in company strategy. Changes in company strategy. FDA continues to approve the most NASs.

Trends 98

Trends Strategy Study Healthcare 98

Experience Matters

OCTOBER 5, 2016

Once again, Temkin Group is publishing a new infographic as part of our CX Day celebration. Take a look at last year’s ultimate CX infographic.

Infographics 328

Infographics Customer Experience Groups Customers 328

Comm100

JANUARY 14, 2016

As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. In order to stay on top as an industry-leader, it is more important than ever that businesses recognize upcoming consumer service trends, and understand how to update their customer service strategies accordingly.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

BlueOcean

JULY 5, 2016

With social networks evolving at a breakneck pace, that leads us to the question at the root of this post: what is the state of social customer care in 2016 and beyond? It’s your contact center team that knows how to address issue resolution, deliver optimal customer experience strategy , and respond to customer complaints.

Customer Care 120

Customer Care Social Media Contact Center Entertainment 120

Storyminers

JANUARY 26, 2016

At the end of last year, I was invited to share my customer experience predictions for 2016 with MarketForce, a sponsor-funded European Union event production company. The only guideline was to focus on what could/should happen in 2016. With the retail industry fresh on my mind as I prepared for the NRF Big Show, I […].

Retail 100

Retail Analytics Guidelines Customers 100

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. And that's what the findings are: the challenges are really around the fundamental basics or the foundational elements of a CX strategy.

Omni-Channel 80

Omni-Channel ROI Culture Trends 80

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

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

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. marketing strategy. 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. marketing strategy. 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

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

The DiJulius Group

JANUARY 27, 2016

You need to make 2016 the year you create an unfair competitive advantage from everyone else. Follow these 8 Customer Experience strategies: 1. Executive Sponsorship – Customer service has to be as important as finance, sales, operations, and technology. It needs to be […].

Strategy 40

Strategy Customer Experience Competitive Advantage Customers 40

Alida

OCTOBER 4, 2016

According to Schmied, creating a plan that aligns your strategy with your calendar of community activities is key to creating a fun environment for your members. Schmied concurred, saying that evolving the engagement strategy helps maintain people’s interest. Vision Critical (@visioncritical) September 20, 2016.

Engagement 250

Engagement Strategy Entertainment Exercises 250

Experience Investigators by 360Connext

AUGUST 24, 2015

Did you know that by 2016, 89% of companies will compete mainly by the customer experience they provide? Are you preparing your customer experience strategy for this? The last quarter of the year is the perfect time to set your customer experience strategy up […]. appeared first on Customer Experience Consulting.

Strategy 110

Strategy Consulting Survey Customer Experience 110

ShepHyken

NOVEMBER 7, 2016

The bad news is that there will always be angry customers, the good news is there are some effective strategies you can use to calm them down. LinkedIn) The strategies for keeping customers for life can be honed down to some basic steps that any business owner can use. We’re trying to win the customer! Follow on Twitter: @Hyken.

Customer Service 124

Customer Service Loyalty Customer Success Resources 124

Kerry Bodine

OCTOBER 20, 2016

But I haven’t seen many that use journey maps to drive their content strategies. Join our customer journey mapping workshop on November 2 & 3, 2016 in San Francisco. Many organizations use journey maps to make improvements to customer pain points. Kudos to the Exploratorium! .

Customer Journeys 120

Customer Journeys Strategy Transportation Conference 120

CX Journey

MAY 24, 2017

It appeared on their blog on August 29, 2016. As customer experience professionals, we talk a lot about gaining executive buy-in and commitment, but there's a lot less talk about employee buy-in and commitment; this is equally as critical to the success of your customer experience strategy. It's real, and your employees matter!

Engagement 154

Engagement Strategy Customer Experience Customer Journeys 154

iPerceptions

FEBRUARY 3, 2016

It's a new year, and the first month of 2016 has already seen a lot of interesting developments in the world of customer experience technology and strategy. CX strategists and advocates will want to know where things are headed as 2016 moves along, so here are a few of the biggest headlines and discoveries thus far.

Customer Centricity 48

Customer Centricity Customers Technology Strategy 48

Kerry Bodine

OCTOBER 20, 2016

But I haven’t seen many that use journey maps to drive their content strategies. Join our customer journey mapping workshop on November 2 & 3, 2016 in San Francisco. .” Many organizations use journey maps to make improvements to customer pain points. Kudos to the Exploratorium! .

Customer Journeys 120

Customer Journeys Strategy Transportation Conference 120

Michel Falcon Experience

NOVEMBER 8, 2015

As 2016 nears, have you started to map out your customer experience strategy for next year?Will Will 2016 be the year that you fully commit to improving your customer experience?I I don’t mean that you continue to tell your customers, employees and business partners (i.e. vendors) that you’re customer-focused.

Customer Experience 60

Customer Experience Employee Experience Customer Focused Customers 60

ijgolding

JUNE 14, 2016

The post Customer Experience Commitment – 2016 Customer Centricity Research Findings appeared first on IJ Golding.

Customer Centricity 120

Customer Centricity Customer Experience Customers Leadership 120

iPerceptions

MARCH 4, 2016

Now that the second month of 2016 has come to a close, the year's customer-centric trends and developments are beginning to take form. Let's take a closer look at what February had to offer in terms of the customer experience , from technology to strategy and everything in between.

Customer Centricity 48

Customer Centricity Trends Customers Technology 48

C3Centricity

JULY 30, 2018

All marketers know their marketing 5Ps, but how do you update your marketing when you adopt a customer first strategy? This is the easiest of the marketing 5Ps for a customer centric organisation to adapt because a customer first strategy is all about your customers. Here are some tips and ideas for you to adopt – or adapt.

Strategy 120

Strategy Marketing How To Customer Centricity 120

Customer Bliss

JANUARY 19, 2017

Many companies talk about having a customer-centric strategy. But if you attempted to apply a customer-centric strategy in 2016 (or even have it on the radar for this year), how do you know if it’s working? You have to view customer-centric journeys and strategy in the context of transformation milestones.

Customer Centricity 100

Customer Centricity Strategy Chief Customer Officer Metrics 100

Tricia Morris

JANUARY 4, 2016

Here’s Dutta’s guest post on this 2016 trend to watch: “I sincerely believe that leaders of organizations who are serious about service are going to start focusing on developing talent plans for service and support in 2016. Identify training strategies and tools to better support the current workforce.

Trends 40

Trends Customer Service Chief Customer Officer Self Service 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. Because CX gives us the opportunity to use customer experience as a company’s strategy , to differentiate its brand , and to bring greater value to customers and to shareholders at the same time.

Trends 147

Trends Customer Experience Wireless Entertainment 147

Joe Rawlinson

MAY 31, 2017

But which customer retention strategies actually work? Data-driven Strategies. Even the most sophisticated customer retention strategies will fall flat without a foundation for proactive, shining service. Use your data to help determine what could snag a customer during a renewal period. Proactive, Shining Service.

Customer Retention 98

Customer Retention Omni-Channel Strategy CRM 98

ShepHyken

JUNE 27, 2016

ON DEMAND: Microsoft’s 2016 Global State of Customer Service Report Reveal by Bill Peterson. The information in this article highlights some of the most important and powerful techniques, tactics and strategies you can use to provide a better customer experience. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

Net Promoter Score 74

Net Promoter Score Customer Service NPS Report 74

Think Customers

JANUARY 11, 2016

It's the time of the year again when savvy customer experience leaders are planning their strategies for 2016. As leaders analyze their objectives for 2016, here are five key customer experience trends to focus on. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Experience 40

Customer Experience Trends Customers Strategy 40

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. What strategies have you deployed to maintain and nurture your culture with a mix of on-premises, remote, and/or hybrid employees?

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

ProProfs Chat

APRIL 5, 2019

Every brand in the market wishes to revamp its customer support strategies after a certain period of time. No wonder we come across so many articles online that speak of various strategies that organizations can implement to improve their customer service. But are these articles sufficient enough to revamp the existing strategies?

Strategy 93

Strategy Chatbots Self Service Customer Centricity 93

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. 1to1Media.com/weblog.

Connections 60

Connections Customer Experience Customer Experience Professionals Trends 60

ijgolding

MAY 6, 2020

I first met Laura Tengerdi and Andrea (Andi) Hanyecz in 2016. The model has 6 elements to it – elements that define the required competencies for Budapest Bank to become sustainably customer centric: strategy. The CX Crossword puzzle – a game they prepared for the strategy ‘part’ of the framework.

Banking 233

Banking Customer Experience Customer Centricity Strategy 233

Customer Bliss

OCTOBER 20, 2016

” None of that works in 2016. How is strategy being aligned with execution? Get rid of silo-by-silo metrics and surveys. Move away from “Well, we will re-prioritize this work in our vocabulary and action templates.” Customers have options galore in virtually every industry. The Internet opened everything up.

Strategy 100

Strategy Leadership Culture Company 100

ijgolding

FEBRUARY 20, 2017

Wanting proof of the real financial benefit of a CX focused strategy is a very common requirement of those who run businesses – and so it should be. Yet their research calculated that thanks to poor customer service during 2016, the financial cost to companies in the UK alone was costing companies over £37 BILLION!!! (

Customer Experience 208

Customer Experience Poor Customer Service Financial Return on Investment 208

OpinionLab

AUGUST 23, 2016

We recently published a Strategy Guide highlighting comprehensive omnichannel data and trends. The post Four key themes from eTail East 2016 appeared first on OpinionLab. Here were some of the main topics being discussed: Theme 1: Omnichannel, omnichannel, omnichannel. What did this tell us?

Customer Journeys 60

Customer Journeys Apparel Omni-Channel Retail 60