Alida

DECEMBER 22, 2016

We’ve collected 10 of the most insightful predictions that we believe will define not just 2017, but also the years ahead. Likewise, companies must get closer to their customers—both local and international—to continue to deliver products and services that are relevant and valuable to their target market. Global uncertainty.

Trends 0

Trends Social Media Advertising e-support 0

Clarabridge

JANUARY 4, 2017

As a discipline, customer experience is growing up. Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. People are still looking for a good customer experience. 45% of customers are willing to pay more for better customer service 1. trillion 1.

Customer Experience 40

Customer Experience Self Service Return on Investment Competitive Advantage 40

Bob Hayes

SEPTEMBER 18, 2017

A new customer analytics survey of 80+ companies provides a look into the state of analytics in customer programs. Only 32% of respondents are satisfied with their company's use of analytics to create a competitive advantage. We studied 88 companies that have a formal customer program (e.g.,

Analytics 113

Analytics Loyalty Data Competitive Advantage 113

Bob Hayes

DECEMBER 17, 2017

All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. I did my part this year to spread interest in analytics to more people. Data science is essentially a way to extract insight from data using these three skills. What Must You Ask?

Analytics 46

Analytics Data Competitive Advantage Social Media 46

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Bob Hayes

DECEMBER 17, 2017

All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. I did my part this year to spread interest in analytics to more people. Data science is essentially a way to extract insight from data using these three skills. What Must You Ask?

Analytics 40

Analytics Data Competitive Advantage Social Media 40

Alida

OCTOBER 15, 2017

There’s never been a more crucial time for brands to keep a finger on the pulse of changing customer needs – or risk falling behind the pack. . At CX and the City over one hundred customers, insights, marketing and CX professionals across 5 countries joined us in Singapore to explore the future of customer relationships in Asia Pacific.

Groups 100

Groups Competitive Advantage Customer Journeys Feedback 100

West Monroe

NOVEMBER 20, 2019

As we saw with the October 2018 launch of Allina’s customer experience center in Coon Rapids and Fairview Health’s recent push to leverage technology to enhance their patient experience, Minnesota healthcare organizations are making significant investments in strategies focused on customer experience.

Healthcare 45

Healthcare Customer Expectations Meeting Strategy 45

Second to None

MARCH 5, 2018

This can be successful for short-term success, but organizations that are able to look past near-sighted financial surges and instead focus on building long-term relationships with customers are setting themselves up for longer periods of growth. With either metric, being customer-first provides the retailer with a distinct advantage.

Brands 54

Brands Retail ROI Metrics 54

Qualtrics

JUNE 6, 2019

New agencies know how to improve customer experience at every touchpoint. Old agencies don’t have customer experience data and don’t know how to help. Power your Clients’ Customer Experience. Suppliers that can’t help clients become customer-centric are losing business to those who can.

Marketing 20

Marketing ROI Competitive Advantage Analysis 20

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

Eptica

NOVEMBER 8, 2017

Date: Wednesday, November 8, 2017 How to make your organization truly customer centric. Published on: November 08, 2017. Author: Olivier Njamfa We all know that today it’s vital to put customers at the heart of your business. How do you become more customer centric?

Customer Centricity 96

Customer Centricity How To Self Service Chief Customer Officer 96

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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.

Customer Centricity 48

Customer Centricity Customer Engagement Engagement Customers 48

TechSee

APRIL 10, 2019

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. OK, so CX is important.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ProProfs Chat

DECEMBER 12, 2019

Companies focus on getting new customers, but retaining them is a whole different story – and more difficult to achieve! what customers want, . The best way to do this is by reading customer retention statistics, and that’s what we have carefully curated in this blog. Why Customers Leave? Very few will say yes.

Customer Retention 88

Customer Retention Loyalty Programs Social Media Loyalty 88

Chattermill

JULY 31, 2017

Customer support in the modern age. by Jack Miller on 1 Aug 2017. customer support. An analysis of customer support experiences across industries and companies. Customer support in the modern age. Done right, it is a source of competitive advantage and can contribute to stronger financial performance.

Fashion 40

Fashion Wait Times Banking Multi-Channel 40

ProProfs Chat

JULY 30, 2021

The ultimate verdict on any brand is given by its customers. Brand perception is a crucial indicator of how well your customers are able to connect with your brand: What are their feelings and emotions when they think of you? Wondering how to live up to the expectations of your customers as shown in the statistics above?

Brands 111

Brands Net Promoter Score Social Media e-support 111

Currency Alliance

MAY 9, 2019

when the automotive and mobility industries shifted from a driver- or owner-focused value proposition to a customer-centered one; and when micromobility started to scale up.” [i]. With growth, comes competition. Independent of market positioning, unique customer insight will become the primary competitive advantage.

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

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. Meet Our Panel of Customer Experience Pros: Daisy Jing. We make it a priority to respond to our customers as quickly as possible. Sasha Tenodi. Wendy Glavin. Randy Hernandez.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

Alida

DECEMBER 20, 2017

We’re wrapping up 2017 with a recap of the biggest stories of the year from the Vision Critical blog. These organizations prioritize customer insight, leveraging data and analytics in every step of their decision-making. Edelman’s 2017 Trust Barometer suggests that the world today is suffering from an implosion of trust.

Retail 154

Retail Study Innovation ROI 154