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. Forrester Research is predicting more espionage, ransomware and privacy breaches in 2017. Customer intelligence technologies enable organizations to collect and analyze customer feedback from multiple channels.”.

Trends 0

Trends Social Media Advertising e-support 0

Talkdesk

JUNE 12, 2017

Opentalk 2017 was a groundbreaking event for the Talkdesk team. We welcomed more than 1000 customer heroes from all over the world to San Francisco to participate in a two-day conversation about how we can all be more heroic to our customers. To get started watching videos from Opentalk 2017, just click the button below.

Video 40

Video Customer Centricity Feedback Customer Experience 40

ReviewTrackers

MAY 8, 2017

To help your leaders and managers in your organization become CX experts, we compiled a list of customer experience conferences and events to attend this 2017. Customer Experience Conferences and Events. 20:20 Customer Experience Summit. When: July 4 to 5, 2017. Interactive Customer Experience (ICX) Summit.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

ijgolding

DECEMBER 19, 2016

Two days ago, my wife was asked to participate in a Sky customer feedback survey. We have actually been customers of Sky for over 15 years – one would think that makes us ‘valuable’ customers. You apparently don’t respond to survey feedback anymore as the team who dealt with this work no longer exists.

Feedback 120

Feedback Examples Survey Customers 120

ShepHyken

NOVEMBER 6, 2017

If your company wants to truly be focused on delivering an amazing customer experience, then the customer must be at the heart of every strategic decision that is made. Customer Experience Simplicity in Technology: How Quality & Design Impact the Bottom Line by Ricardo Saltz Gulko. Follow on Twitter: @Hyken.

Customer Service 84

Customer Service Customer Centricity Customer Service Training Meeting 84

Talkdesk

JULY 28, 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. Lagging metrics create long feedback loops — too long. Turning Big Data into Big Decisions.

Data 40

Data Metrics Video Customer Centricity 40

Talkdesk

JULY 28, 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. Lagging metrics create long feedback loops — too long. Turning Big Data into Big Decisions.

Data 40

Data Metrics Video Customer Centricity 40

Talkdesk

JULY 7, 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. Guest Centricity and the Drive to be Heroic. Take care of the guest and the business will follow.

Self Service 40

Self Service Net Promoter Score Video Customer Centricity 40

Talkdesk

OCTOBER 9, 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. Creating Customers For Life. At VMware we strive to create options for our customers.

Chief Customer Officer 40

Chief Customer Officer Video Metrics Customer Centricity 40

Clarabridge

MAY 2, 2017

American Family Insurance Unpacks the Importance of a Customer-Centric Culture. To do that, he explained, you need to know how customers really feel about your brand, so you can implement changes that your customers actually want. Come back to our blog tomorrow for a recap of Day 2 at C3!

Omni-Channel 40

Omni-Channel Insurance CEM Touchpoint 40

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Let’s think in customer touchpoints instead.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

Verint

SEPTEMBER 21, 2017

“Customer experience is moving into the back office’s purview. Next-generation back offices balance customer centricity with operational efficiency,” states Minkara. The challenge is to build customer centricity while still balancing operational efficiencies. To learn more, listen to the on-demand webinar.

Customer Centricity 37

Customer Centricity Insurance Groups Contact Center 37

Kayako

APRIL 29, 2019

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. Often front-line teams have an excellent pulse on the customer’s wants and needs. Don’t underestimate the power of this.

Customer Service 163

Customer Service Guidelines Employee Engagement Customer Journeys 163

SurveySensum

JULY 10, 2023

This understanding enables them to provide personalized experiences, meet changing preferences, and build customer loyalty, ultimately leading to exceptional retail customer service. So, are you building and leveraging customer-centric culture in your business? If not, then it’s high time.

Retail 52

Retail Customer Service Exceptional Customer Service Customer Centricity 52

Comm100

DECEMBER 1, 2017

This is why 34% of organizations have recognized the importance of improving their voice of the customer strategy: They want to be sure that the customer experiences that they are designing (and the investments that they are making) are what their customers are actually asking for. Customer Journey Mapping Is Gaining Importance.

Contact Center 105

Contact Center Report Customer Journeys Customer Centricity 105

Customer Guru

MARCH 1, 2018

At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated to spreading this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Centricity 94

Customer Centricity Customer Experience Professionals Employee Engagement Training 94

CX Centric

JANUARY 20, 2021

According to Team Linchpin (2021), several major retail companies have filed for bankruptcy since 2017, and this trend is likely to continue for more years to come. Ruth was tasked to lead a Customer-Centric transformation, which would stick, and would open up more revenue for the business.

Case Study 52

Case Study Study Customer Journeys Customer Experience 52

SurveySensum

JULY 10, 2023

This understanding enables them to provide personalized experiences, meet changing preferences, and build customer loyalty, ultimately leading to exceptional retail customer service. So, are you building and leveraging customer-centric culture in your business? If not, then it’s high time.

Retail 40

Retail Customer Service Exceptional Customer Service Customer Centricity 40

CX Journey

DECEMBER 27, 2017

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud CX; it was published on their blog on June 21, 2017. Not seeing the results or improvements you expected to see from your customer listening efforts? Not acting on the feedback your customers take their valuable time to provide is just plain wrong.

Feedback 118

Feedback Metrics Culture Customer Retention 118

Customer Guru

MARCH 1, 2018

At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated towards spreading this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Centricity 79

Customer Centricity Customer Experience Professionals Employee Engagement Training 79

Alida

OCTOBER 15, 2017

Despite all the big data available to brands, they don’t really know their customers. Customers now expect brands to understand their needs, respond to their feedback and deliver ‘real’ interactions that make them feel like more than just a transaction. 2 – Create with the customer. The secret?

Groups 100

Groups Competitive Advantage Customer Journeys Feedback 100

TechSee

APRIL 16, 2019

Measuring performance-based KPIs, such as first contact resolution (FCR), Net Promoter Score (NPS) and truck rolls are imperative to ensuring a smooth and customer-centric operation. Cargill introduced its “Everyday Performance Management” system, which incorporates encouragement and feedback into daily work-related conversations.

Call Center 126

Call Center Culture Contact Center Net Promoter Score 126

Second to None

OCTOBER 23, 2018

In 2017, 954 pizza chain establishments opened in North America in addition to the already saturated market.[1] Ultimately, pizza brands must be willing to collect, listen and respond to customer feedback to find success in the modern marketplace. 1,2,3,4 [link].

Brands 74

Brands Measurement Customer Centricity Poor Customer Service 74

Lumoa

OCTOBER 31, 2018

Now, luckily for everyone and especially for the customers, more and more brands put more and more effort into developing its customer experience. In my opinion, three things that are essential for CX include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Long-term actions are based on the analytics results of customer feedback.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Russel Lolacher

DECEMBER 20, 2021

As the public face of digital communications for more than a decade, our team has built a successful social customer care program to inform, educate, engage and build trust with the public. No matter how timely you are or how much context you provide, people have questions, comments and feedback. It’s essential you do.

Customer Care 98

Customer Care Transportation Social Media Government 98

Customer Guru

MARCH 7, 2018

She is a Certified Customer Experience Professional from the CXPA (US). In 2017, Dr. Pednekar was identified as one of the top 50 Most Impactful Quality Professionals by the World Quality Congress in India. In your professional capacity, what are the key areas you look at to evaluate how customer-centric a business really is?

Customer Centricity 60

Customer Centricity Customer Experience Professionals Employee Engagement Training 60

Customer Guru

FEBRUARY 20, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Experience 78

Customer Experience Marketing Customer Centricity Metrics 78

Russel Lolacher

OCTOBER 28, 2019

The average person spends two hours on social media every day. – CTV news (2017). – MIT Technology Review (2017). Here are the some of the benefits of that effort: Social capital/Public trust – Being consistently available to your customers, answering their questions and listening to their concerns will build trust over time.

Customer Care 45

Customer Care Social Media Engagement Brands 45

customer sure

NOVEMBER 20, 2018

Instead, here are 4 customer-centric steps that will reduce the number of complaints you receive, and improve customer satisfaction whilst you’re on. The Forum reported that in 2017, UK businesses experienced 9.9 By getting customer feedback right, you’ve actually made the whole customer journey more satisfying.

Omni-Channel 76

Omni-Channel How To Social Media e-support 76

CX Journey

APRIL 25, 2018

It appeared in their November 28, 2017, issue. Customers are yearning for better experiences. How do you know what your customers’ expectations are? One thing to note is that journey mapping is not just for customers but for all constituents, including employees, vendors, partners, franchisees, licensees, etc.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

Eptica

SEPTEMBER 13, 2017

Date: Wednesday, September 13, 2017 Taking the 10 steps to CX differentiation. Published on: September 13, 2017. Author: Olivier Njamfa Do you really know what your customers think of the experience your business is delivering? 10 Send ambassadors out Reinforce your successes and become widely known for your CX.

Metrics 65

Metrics Customer Journeys Social Media Loyalty 65

CX Journey

DECEMBER 21, 2016

Customer Culture Customer Culture is all about setting the stage for successfully designing and delivering a great customer experience. If you don't have a leadership team who supports and drives a customer-centric culture, forget it; it won't happen. And let's see if you make it to the Nice List in 2017.

Company 80

Company Culture Employee Experience Leadership 80

Russel Lolacher

DECEMBER 20, 2021

As the public face of digital communications for more than a decade, our team has built a successful social customer care program to inform, educate, engage and build trust with the public. No matter how timely you are or how much context you provide, people have questions, comments and feedback. It’s essential you do.

Customer Care 59

Customer Care Transportation Social Media Government 59

Maru/HUB

DECEMBER 22, 2017

This blog post is titled ‘a year in reflection’ but it’s surreal to think that this time two years ago we launched our software, Syngro Eye, to the market: For the last 12 months, together with our invaluable beta programme users, we’ve been busy developing a world-class customer intelligence platform.

Customer Experience 40

Customer Experience Self Service Analytics Financial 40

ProProfs Chat

JANUARY 7, 2020

Always request for feedback to keep abreast of any change in customer opinion regarding the automation of your processes, either partially or fully. Automation requires a lot of planning to make sure it is successful in offering the right customer experience to your clients. When There Is Lack of Customer Centricity.

Customer Service 112

Customer Service How To Customer Journeys Customer Centricity 112

Second to None

APRIL 4, 2018

Our new “ 2018 Email Marketing Study: How 100 of the Top Retailers Engage Shoppers in the First 45 Days and Beyond ” study evaluated 100 retailers from the Internet Retailer Top 500 list and acquired every email each of these retailers sent to email subscribers who have never purchased a product from July to December 2017.

How To 54

How To Retail Effort Score Voice of Customer 54