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. In its annual predictions, Fortune says the merger boom will keep on rolling in 2017. Global uncertainty.

Trends 0

Trends Social Media Advertising e-support 0

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

Alida

JULY 17, 2017

On July 13 2017, over two hundred Vision Critical customers, insights, marketing and CX professionals gathered in Sydney for the Asia Pacific Customer Intelligence Summit, Vision Critical’s 7th annual customer summit. As predicted by Gartner , 89% of businesses will compete primarily on customer experience by 2017.

Customer Experience 172

Customer Experience Hotels Survey Loyalty Programs 172

ShepHyken

OCTOBER 2, 2017

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. This doesn’t just mean sales and customer service, but accounting, marketing and other departments as well.

Customer Journeys 83

Customer Journeys Customer Service Chatbots Customer Centricity 83

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

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. They will be awarded two free passes to the C3 2017 event.

Customer Experience 49

Customer Experience Hotels Airlines Social Media 49

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. Customers want unique, special and innovative.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

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

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. They will be awarded two free passes to the C3 2017 event.

Customer Experience 40

Customer Experience Hotels Airlines Social Media 40

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. Improved scheduling exemplified the power of closing information gaps within the organisation.’

Connections 52

Connections Contact Center Analytics Innovation 52

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. broadcast still rocks!

Innovation 100

Innovation Marketing Social Media Healthcare 100

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. Gulf Customer Experience Awards Winners!

Customer Experience 0

Customer Experience Government Customer Centricity Case Study 0

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

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. Nordstrom has been on the forefront of retail innovation.

Customer Service 163

Customer Service Guidelines Employee Engagement Customer Journeys 163

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

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 represents a new type of CEO who sees his role as a marketer and customer supporter along with being an executive. His example and vision led the team to embrace data and innovation.

Feedback 59

Feedback Brands Omni-Channel Customer Centricity 59

Blake Morgan

AUGUST 29, 2022

Customers will always seek out great food, but they increasingly want a digital dining experience. Chief Development Officer Margaret Carrera says being open to evolving with new technology demands has allowed The Halal Guys to innovate and offer new digital capabilities.

Customer Focused 59

Customer Focused Loyalty Programs Customer Centricity Technology 59

ClientSuccess

FEBRUARY 3, 2020

JD is passionate about working with customers to bring innovative solutions to market, while delivering delightful user experiences that give customers a high return on their effort. JD has a strong belief in helping customer success teams become a more strategic part of the business.

Innovation 52

Innovation User Experience Analytics Customer Centricity 52

ClientSuccess

FEBRUARY 3, 2020

JD is passionate about working with customers to bring innovative solutions to market, while delivering delightful user experiences that give customers a high return on their effort. JD has a strong belief in helping customer success teams become a more strategic part of the business.

Innovation 52

Innovation User Experience Analytics Customer Centricity 52

Circular Edge

MARCH 4, 2024

upgrade to address current gaps and future proof their business by establishing the latest technology foundation for Continuous Innovation, including mobile, Orchestrator and RPA. “We Featured customer success stories have included bringing customers back from off maintenance, rolling out Orchestrations, upgrading 9.2

Transportation 52

Transportation Apparel Sports Ecommerce 52

Comm100

MARCH 8, 2017

From helpful articles and videos, to truisms about the industry, Shep Hyken’s Twitter game is as strong as ever in 2017. Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. She is an expert on customer-centric leadership, and an active tweeter.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

CX University

MARCH 22, 2018

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. One does not need to look very deep to see how customer centricity lies at the heart of every decision the company makes. Let Customer-Centricity Make Competitors Irrelevant.

Customer Experience 66

Customer Experience Customer Centricity Ecommerce e-support 66

ShepHyken

JULY 17, 2017

But, if you encounter a good system, or decide to implement one in your company, this article shares a few ways chatbots can positively impact your customer service. 6 successful customer experience strategies – tips from the experts b y Jessie Day. Office of American Innovation Targets Federal Customer Service by Frank Konkel .

Customer Service 30

Customer Service Net Promoter Score Chatbots Effort Score 30

Lumoa

OCTOBER 31, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. HOWEVER, I also argue that despite that, too many consumers continue to endure ‘random’ or ‘unexpected’ experiences as a result of the inconsistent delivery of the end-to-end customer journey. It will be growing and growing.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Alida

JUNE 30, 2017

To remain ahead in the luxury market, Cadillac is putting customers in the driver’s seat and accelerating its efforts to improve the end-to-end experience. All of these elements work together to make Cadillac’s customer service commensurate with its luxury branding. Auto companies need to forge long-term customer relationships.

Automotive 138

Automotive Industry How To Customer relationships 138

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

Fulfilled agents also have a lower turnover rate (a common industry problem that saps companies’ precious time, resources, and affects customer care). As the report puts it: “Agents, quite simply, are the gateway to a productive, customer-centric experience.” Successful Brands Are Customer-Centric.

Contact Center 106

Contact Center Report Customer Journeys Customer Centricity 106

Strativity

NOVEMBER 8, 2017

JIM TIERNEY, LOYALTY360, NOVEMBER 07, 2017. That was part of the message from Jason Burnham, Principal, Communications & Design, Innovation Lead, Strativity on Monday during his session titled, “ Designing Purposeful Brand Experiences ,” at the first-ever Customer Expo.

Loyalty 45

Loyalty Brands Customer Centricity Customer Journeys 45

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

Second to None

OCTOBER 23, 2018

In 2017, 954 pizza chain establishments opened in North America in addition to the already saturated market.[1] Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. Pizza has become one of the fastest growing segments in the food market in recent history.

Brands 74

Brands Measurement Customer Centricity Poor Customer Service 74

Totango

SEPTEMBER 6, 2017

They are on a scale that is uncommon for B2B companies, with a $350M run rate, 90K paying customers, and an additional 50-100K free or trial customers at any given time. Get great at what you are already good at – innovate your strengths.

Customer Success 82

Customer Success Self Service Conference B2B 82

C3Centricity

SEPTEMBER 24, 2017

Not because I was speaking about customer centricity as a disruptor, but because it was an all-female group. They even turned away one gentleman who was interested in hearing me speak about adopting a customer-first strategy!). Technology is an enabler; it’s customer-centricity that is the disruptor today.

Technology 120

Technology Transportation Customer Centricity Entertainment 120

TechSee

APRIL 17, 2018

With all the AI hype in 2017, the customer service industry expected smart machines to truly transform the customer experience. Scale service capabilities to meet rising customer care demands. In today’s digital age and customer-centric marketplace, customer-driven demand for support and care continue to rise.

Chatbots 95

Chatbots Customer Service Call Center Interaction 95

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

Eptica

JULY 19, 2017

Date: Wednesday, July 19, 2017 Customer service expectations – comparing Asia and the West. Published on: July 19, 2017. There is a relentless focus on innovation and novelty in everything that people do. However, there are still significant differences between what consumers demand in different regions and cultures.

Self Service 54

Self Service Customer Service Insurance Culture 54

C Space

JUNE 10, 2019

In 2017, Hurricane Harvey kicked off an historically destructive storm season, devastating parts of Texas and ultimately matching Hurricane Katrina as the costliest hurricane to hit the United States. Christina turns stats to story and is the lead architect of our Customer, Experienced. Subscribe to the Outside In podcast: Innovation.

e-support 53

e-support Customer Centricity Multi-Channel Innovation 53