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

ProProfs Chat

DECEMBER 23, 2019

If you were to answer a question, “What is that one thing that customers hate the most? . Customers don’t want to go out of their comfort zone to solve their own problems. So what can you do to provide a smooth and delightful experience to customers throughout their journey? But what is customer centricity ?

Customer Centricity 96

Customer Centricity Customer Journeys Effort Score Knowledge Base 96

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

ijgolding

JANUARY 18, 2018

2018 is the first calendar year in my career as a global customer experience specialist that I have looked forward more in hope than expectation. My last article of 2017 explained why I have a number of concerns regarding the evolution of Customer Experience around the world.

Customer Experience 0

Customer Experience Government Customer Centricity Case Study 0

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

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

iPerceptions

JUNE 7, 2017

It has been another eventful month for customer experience innovations and advancements. So let's dive right into it and look at some of the biggest customer experience stories and trends. There is a lot to process from the month of May.

Customer Centricity 61

Customer Centricity Trends Innovation Customers 61

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

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

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

Clarabridge

FEBRUARY 23, 2017

It’s *your* turn to take the stage and show us how you’ve been innovating and improving your customer’s experience. We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. What’s in it for you? 3- Get some solid PR.

Customer Experience 49

Customer Experience Hotels Airlines Social Media 49

Customer Guru

DECEMBER 13, 2017

The Customer Experience Buzz. Customer experience is becoming more important with every passing year. I, however, believe that customer experience is becoming a part of the boardroom discussion in companies. Each year, a new wave of technological advancements is introduced to customers.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Clarabridge

JULY 20, 2017

Show us how you’re delivering state-of-the-art customer experiences! We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CXC) awards – Europe. Award winners belong to an exclusive circle of leaders and innovators in customer experience.

Customer Experience 40

Customer Experience Multi-Channel Hotels Social Media 40

ShepHyken

OCTOBER 2, 2017

Each week I read a number of customer service articles from various online resources. How to Become a More Customer Centric Business in 5 Steps b y Mark Sallows. FitSmallBusiness) Customer centric businesses invest the whole team focus on supporting their prospective and existing customers.

Customer Journeys 83

Customer Journeys Customer Service Chatbots Customer Centricity 83

Clarabridge

FEBRUARY 21, 2017

It’s *your* turn to take the stage and show us how you’ve been innovating and improving your customer’s experience. We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. What’s in it for you? 3- Get some solid PR.

Customer Experience 40

Customer Experience Hotels Airlines Social Media 40

iPerceptions

FEBRUARY 7, 2017

With innovations and consumer preferences rapidly changing, it's important to operate with a forward-thinking mindset. 2016 was a big year for digital marketing, but the world is constantly evolving.

Customer Centricity 48

Customer Centricity Innovation Consumers Customers 48

Customer Alignment

DECEMBER 18, 2017

This year, customer experience has broadly been recognised by the business community as a key imperative and growth driver. The ‘ Experience Economy’ first conceptualised by Pine & Gilmore back in 1998 is here. As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

CSM Magazine

OCTOBER 24, 2023

Now in its seventh year, the awards acknowledge and celebrate Calabrio customers who are shaping the future of workforce optimisation (WFO), elevating customer experience (CX), and enhancing employee engagement within their organisations.

Connections 52

Connections Contact Center Analytics Innovation 52

Talkdesk

SEPTEMBER 18, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Empowering Customers By Design. Aly Habib, Director of Customer Experience, Indochino.

Video 40

Video Roadmap Innovation Customers 40

CX University

MARCH 22, 2018

For a Customer Experience (CX) initiative to succeed, it needs broad support across the organization, and it needs deep, gut-level support within the C-Suite. And if you are a member of the C-Suite and have not yet come around to customer-centricity, I hope to give you a few new ideas to munch on.

Customer Experience 66

Customer Experience Customer Centricity Ecommerce e-support 66

Kayako

APRIL 29, 2019

There is a lot of focus on employee engagement and experience these days. And with good reason, customer-centric culture is the backbone of good customer experience. Richard Branson famously said “If you look after your staff well, they will look after your customers.

Customer Service 163

Customer Service Guidelines Employee Engagement Customer Journeys 163

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

Second to None

MARCH 16, 2018

Customers are interacting with brands via digital channels at a higher rate than ever before, making it essential that you have systems in place to provide a high-level value within these avenues. Just to provide few examples, according to a KPMG study (2017) there is a positive correlation between CX and financial results.

Trends 63

Trends Omni-Channel Customer Experience Chatbots 63

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. Casey Tibbs.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

Blake Morgan

AUGUST 15, 2022

That was the question Harry Overly, President and CEO of Sun-Maid, faced when he took over the company in 2017. Overly relied on data and customer feedback to bring the brand to the present. Overly relied on data and customer feedback to bring the brand to the present. You can watch the video of our full discussion below.

Feedback 59

Feedback Brands Omni-Channel Customer Centricity 59

Blake Morgan

AUGUST 29, 2022

Today, the growing and thriving restaurant is rapidly expanding, thanks largely to a customer-focused digital approach to dining. The brand recently underwent a design of its 100-plus franchise locations to showcase its story and give customers the authentic feel of ordering from a New York City street cart—but with stronger digital options.

Customer Focused 59

Customer Focused Loyalty Programs Customer Centricity Technology 59

Circular Edge

MARCH 4, 2024

Circular Edge Recognized with JD Edwards Partner Excellence Award for Continuously Supporting Customer Resilience and Success “If everyone is moving forward together, then success takes care of itself.” Further, their customer service teams were challenged with consistently and equitably allocating available inventory.

Transportation 52

Transportation Apparel Sports Ecommerce 52

Second to None

APRIL 18, 2019

Cultural shifts have led to the adoption of new customer demands and values, pushing companies to evolve towards these changes. In an effort to reach customers in a way that resonates with the current standards, influencer marketing came into existence. Building Trust with the Customer.

Marketing 76

Marketing Customer Experience Social Media Fashion 76

Eptica

APRIL 12, 2017

Date: Wednesday, April 12, 2017 Shaping the future of customer experience. Published on: April 12, 2017. Author: Olivier Njamfa Given its importance to the bottom line, customer experience is high on the priority list of CEOs, CMOs and CIOs alike.

Customer Experience 55

Customer Experience Retail Contact Center Customers 55

ClearAction

NOVEMBER 25, 2017

Do Customer Experience Policies Empower Growth? Do your policies set free your customers and your employees? Policies are designed to protect, but sometimes they disintegrate — rather than protect — customer relationships. And customers’ mistrust of companies propels regulations, protests and negative word-of-mouth.

Policies 63

Policies Customer Experience Government Airlines 63

Talkdesk

AUGUST 16, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Opentalk Session Host / Moderator: Jon Braga, Customer Experience, Innovator.

Training 40

Training Video Call Center Analysis 40

Talkdesk

AUGUST 16, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Opentalk Session Host / Moderator: Jon Braga, Customer Experience, Innovator.

Training 40

Training Video Call Center Analysis 40

Talkdesk

AUGUST 8, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. OpenTalk Session Host / Moderator: –> Jon Braga, Customer Experience, Innovator.

Training 40

Training Video Call Center Analysis 40

ClientSuccess

FEBRUARY 3, 2020

Today, ClientSuccess announced JD Nyland as the Senior Vice President of Product to help drive the company’s strategic growth and deliver customer success solutions at scale. JD will spearhead Product Management and User Experience Design, and will be a member of the ClientSuccess Executive leadership team.

Innovation 52

Innovation User Experience Analytics Customer Centricity 52

ClientSuccess

FEBRUARY 3, 2020

Today, ClientSuccess announced JD Nyland as the Senior Vice President of Product to help drive the company’s strategic growth and deliver customer success solutions at scale. JD will spearhead Product Management and User Experience Design, and will be a member of the ClientSuccess Executive leadership team.

Innovation 52

Innovation User Experience Analytics Customer Centricity 52

Second to None

APRIL 11, 2018

Like other fields, organizations get gain the upper-hand by monitoring and responding to popular trends in the Customer Experience field. Consumer preferences are continually shifting, and brands that manage to update their CX platform to meet this moving target are positioning themselves to provide a great value to customers.

Trends 54

Trends Customer Experience Self Service Voice of Customer 54

CX University

FEBRUARY 20, 2018

Andrew Carnegie didn’t need to worry about maintaining above-average customer satisfaction. What customer experience needs to entail is a radical decentralization of authority, which allows change to happen precisely where it needs to occur.”. Satisfy your customers, and grow rich. Now it is your primary profit generator.

Customer Experience 68

Customer Experience e-support Customer Centricity Effort Score 68