Peter Lavers

DECEMBER 21, 2017

As 2017 draws to its close I’ve been taking a look at my blog, twitter and Linkedin activity over the year, and I’d like to share with you my three top choices in four different categories: Most blog engagement. Nedbank – I have walked the customer centricity journey with this great bank for over a decade.

Omni-Channel 55

Omni-Channel Multi-Channel B2C B2B 55

ShepHyken

FEBRUARY 26, 2018

Can awful airline customer service be overridden with AI and analytics? tnooz) After the debacles that occurred within domestic air travel in 2017, it’s clear airlines need to look carefully at their customer service tactics. I have added my comment about each article and would like to hear what you think too.

Airlines 78

Airlines Customer Service Loyalty Programs Chatbots 78

ShepHyken

DECEMBER 26, 2016

5 ways to build customer loyalty by Laura Loughran. IBM) Customers are dynamic and involve continuous effort. Customer analytics allow brands to deeply understand their customers and how they are changing, so they can adapt to evolving customer demands. For information contact or www.hyken.com.

Chief Customer Officer 83

Chief Customer Officer Customer Service Lifetime Customer Loyalty 83

Verint

JUNE 6, 2017

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Customer Engagement 34

Customer Engagement Engagement Employee Engagement Conference 34

West Monroe

DECEMBER 21, 2021

Only then can they turn inconsistent, uncoordinated and transactional experiences into a purposefully designed, well-orchestrated, and customer-focused one. Be data-driven and analytics-driven. How is the analytics structure set up? In 2017, these agencies paid more than $232 billion to MCOs.

Healthcare 52

Healthcare Consumers Technology Competitive Advantage 52

Verint

AUGUST 1, 2017

Verint Summer School 2017. Verint experts will present 15 English and Dutch interactive webinars throughout August on effective ways to enhance interactions with customers. CXPA Webinar: Five Secrets of Journey Analytics Everyone Must Know. August 1-24; Webinar Series. August 22; Webinar.

Customer Experience 25

Customer Experience ROI Analytics Employee Engagement 25

ShepHyken

DECEMBER 12, 2016

Boomtrain) Artificial Intelligence, machine learning, and big data analytics have been around for a while in the B2B world. Creating Moments of Wow Predictions for 2017 and Beyond by TeleTech. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. by Tara Thomas.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

Verint

AUGUST 31, 2017

Engage APAC Customer and Partner Conference 2017. Verint will gather attendees from all over the Asia Pacific region and around the world for this event to highlight customer success, solution innovation, customer experience (CX) insights and best practices for maximizing customer and employee engagement.

Culture 27

Culture Engagement Customer Service Conference 27

Verint

JANUARY 30, 2018

Trust your customers to manage discussions. Recently, one of our customers posted that they were considering purchasing our speech analytics solution and wanted to know what others in the community thought. Two customers responded. Our philosophy is that any amount of time engaging with customers is time well spent.

Conference 38

Conference Analytics Guidelines Interaction 38

Customer Alignment

JANUARY 21, 2018

We have all seen a range of articles talking about predictions for Customer Experience in 2018. I have waited until the dust has settled from 2017 before giving my views on what might lie ahead this year. What is done with the data or customer ‘evidence’ is what matters or in reality it has no real value to an organisation.

Net Promoter Score 40

Net Promoter Score NPS Customer Journeys Exercises 40

Verint

OCTOBER 2, 2017

This session will explore the expectations of today’s consumers—from customers being able to connect with businesses whenever and however they choose, to businesses being able to interact and maintain context throughout every phase of the customer interaction. Sitecore Symposium 2017. October 16-19; Las Vegas, Nevada.

Analysis 30

Analysis Customer Service Contact Center Omni-Channel 30

Customer Alignment

DECEMBER 18, 2017

As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. 2017 promised such a lot. There was the motivation and there were clear opportunities to really begin to make a significant difference for customers and close the recognised experience gap. What did we hear, what did we see?

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

ShepHyken

APRIL 10, 2017

Improving Customer Experience Through Customer Data by Daniel Newman. Forbes) By using advanced analytics, companies can make better use of their customer and user experiences, leading to higher satisfaction — and loyalty — in the long term. The cost of NOT focusing on Customer Experience by Ian Golding.

Omni-Channel 80

Omni-Channel Customer Service Self Service eBook 80

Verint

SEPTEMBER 21, 2017

greater year-over-year growth in annual company revenue, and enjoyed an 88 percent customer retention rate vs. 43 percent for all others surveyed. 1 and 2 The Business Value of a Next-Generation Back Office Organization , Aberdeen Group, June 2017. To learn more, listen to the on-demand webinar.

Customer Centricity 37

Customer Centricity Insurance Groups Contact Center 37

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

ProProfs Chat

MAY 6, 2020

For example, if a customer does not agree with a brand’s message, then they are likely to have a biased notion regarding the type of service they receive from the same brand. In 2018, 51% of e-commerce brands offered same-day delivery, up from 16% in 2017. Companies that excel at customer experience have 1.5

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Verint

MAY 1, 2018

A study published in 2017 investigated the presence and effects of relational language on intelligent virtual agents (IVAs). Ian Beaver and Cynthia Freeman, product experts from Next IT-Verint, will present “From Here to ‘Her’: Evolving Chatbot Interactions to Meet the Relational Needs of Humans” at 4:50 p.m. ET on May 2.

Self Service 22

Self Service Customer Engagement Engagement Omni-Channel 22

ReviewTrackers

AUGUST 6, 2020

It teaches any marketer how they can work well with their sales team, which I think is such a powerful skill to have — and also how to create really strong content, keeping your customer, SEO, and the buying funnel in mind. The course covers lifecycle marketing, segmentation, e-mail design, deliverability, analytics and optimization.

Course 114

Course Marketing Social Media Advertising 114

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Kerry Bodine

FEBRUARY 15, 2022

The 9 Stages Of The Archetypal Customer Journey. #7: 7: Jobs-To-Be-Done: A Lens To Keep Journeys Customer-Focused »» Understanding your customers’ ends — what they’re trying to do and the job they are completing — allows you to design and deliver the right journey to get them there. Which are you using?

Customer Journeys 120

Customer Journeys B2B Touchpoint Measurement 120

Verint

SEPTEMBER 7, 2017

How do we ensure the best possible experience for our customers? This blog originally ran on Customer Think on June 2, 2017. Details are important, but the CX team can help keep the focus on the big picture, too.

Conference 25

Conference Customer Journeys Employee Engagement Effort Score 25

NobelBiz

FEBRUARY 21, 2023

Chatbots: While they cannot replace genuine human interactions, chatbots may automate monotonous duties for your contact center personnel, enabling them to focus on providing an outstanding customer experience. Improved Data Analytics Data Analytics is increasingly influencing business decisions, which is expected to continue in 2023.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

NobelBiz

FEBRUARY 15, 2023

Chatbots: While they cannot replace genuine human interactions, chatbots may automate monotonous duties for your contact center personnel, enabling them to focus on providing an outstanding customer experience. Improved Data Analytics Data Analytics is increasingly influencing business decisions, which is expected to continue in 2023.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

Oracle

MARCH 6, 2019

During this past holiday shopping season, however, traditional retailers saw how the omnichannel strategy called “click and collect” — the customer practice of buying online and picking up in store (or, “BOPIS”) — could help them be more customer-focused as well as more profitable.

Omni-Channel 69

Omni-Channel Strategy Retail Competitive Advantage 69

Chattermill

AUGUST 29, 2018

The Guide to Building Your Customer Experience Technology Stack. Discover the best tools to improve your customer experience. Text Analytics. A report from June 2017 ([link] by Forrester mentions that Redshift has over 5,000 deployments with plenty of success stories (link). by Sam Frampton. on 30 Aug 2018.

Technology 40

Technology Customer Experience Consulting Analytics 40

Chattermill

AUGUST 29, 2018

The Guide to Building Your Customer Experience Technology Stack. Discover the best tools to improve your customer experience. Text Analytics. A report from June 2017 ([link] by Forrester mentions that Redshift has over 5,000 deployments with plenty of success stories (link). by Sam Frampton. on 30 Aug 2018.

Technology 40

Technology Customer Experience Consulting Analytics 40

SurveyGizmo

DECEMBER 13, 2017

In the customer obsessed year that is wrapping up to be 2017, the priorities that have been displayed and followed through at companies big or small exposed the secret CX sauce to remaining relevant, competitive, and steadily growing. . Customer Obsession. Data and analytics capabilities. Executive engagement.

Customer Experience 58

Customer Experience e-support Customers Study 58

Team HGS

AUGUST 22, 2017

We apply text analytics to them and then we apply four levels of assessment to it. Then we get to how a bot can help address a particular question, inquiry, suggestion, or customer complaint. Wed, 08/23/2017 - 11:53. Customer Experience. At this session, she guided attendees on: AI’s evolving role in optimized CX.

Customer Service 52

Customer Service Chief Customer Officer Average Handle Time Social Media 52

Verint

SEPTEMBER 29, 2017

They offered good illustrations of how the company was customer-focused, but all agreed there could be more structure and definition to the efforts going forward. Because of his analytical nature, he immediately saw the connection between CX and loyalty and revenue, and he worked with me to demonstrate the connection to others.

Leadership 34

Leadership Customer Centricity Average Handle Time Analytics 34

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? Meet Our Panel of Customer Experience Pros: Daisy Jing. Sasha Tenodi.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40