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

ReviewTrackers

MAY 8, 2017

This is why more and more businesses are investing in customer experience, learning and applying industry best practices, and developing strategies in customer experience management. For more on CX: “ Customer Experience Definition — and How CX Differs from Customer Service”. 20:20 Customer Experience 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

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

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

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

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. How do you prioritize and decide which to do when? “I

Video 40

Video Roadmap Innovation Customers 40

Customer Guru

DECEMBER 13, 2017

Each year, a new wave of technological advancements is introduced to customers. Furthermore, disruptive startups launch innovative products that get adopted by millions of users almost overnight. Companies that are not using technology to connect and interact with their customers are becoming irrelevant for the consumer.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

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

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

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

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. This campaign invited all employees to contribute to fixing the top 99 pain points along the customer journey.

Customer Service 163

Customer Service Guidelines Employee Engagement Customer Journeys 163

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Aimee Lucas. Annette Franz. Arie Goldshlager.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ClientSuccess

FEBRUARY 3, 2020

JD will spearhead Product Management and User Experience Design, and will be a member of the ClientSuccess Executive leadership team. 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.

Innovation 52

Innovation User Experience Analytics Customer Centricity 52

ClientSuccess

FEBRUARY 3, 2020

JD will spearhead Product Management and User Experience Design, and will be a member of the ClientSuccess Executive leadership team. 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.

Innovation 52

Innovation User Experience Analytics Customer Centricity 52

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Aimee Lucas. Annette Franz. Arie Goldshlager.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Comm100

MARCH 8, 2017

By connecting on Twitter with the experts listed below, you will ensure that you’re getting your daily dose of tools, tips, and advice on customer service from the experts who have been there, done that, and have plenty to say on the matter. She is an expert on customer-centric leadership, and an active tweeter. Roy Atkinson.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. Much of the improvement has been driven by advancements in product innovation and digital technology.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116

SurveySensum

JULY 10, 2023

They must provide seamless service across multiple channels, optimize their supply chains for efficient inventory management, and empower their employees to anticipate customer needs. By understanding shopper expectations inside and out, retailers can adapt their strategies to exceed customer demands.

Retail 52

Retail Customer Service Exceptional Customer Service Customer Centricity 52

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

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

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 105

Contact Center Report Customer Journeys Customer Centricity 105

Totango

SEPTEMBER 6, 2017

Zendesk is a family of products that helps companies manage the entire customer lifecycle in different ways. 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. So Product was needed to help un-complicate.

Customer Success 83

Customer Success Self Service Conference B2B 83

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. People to follow.

Omni-Channel 55

Omni-Channel Multi-Channel B2C B2B 55

TechSee

APRIL 16, 2019

What Matters Most to Contact Center Managers. Contact center managers need clear strategies to create efficient, productive and effective teams. 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.

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] 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

SurveySensum

JULY 10, 2023

They must provide seamless service across multiple channels, optimize their supply chains for efficient inventory management, and empower their employees to anticipate customer needs. By understanding shopper expectations inside and out, retailers can adapt their strategies to exceed customer demands.

Retail 40

Retail Customer Service Exceptional Customer Service Customer Centricity 40

TechSee

APRIL 17, 2018

With all the AI hype in 2017, the customer service industry expected smart machines to truly transform the customer experience. By combining humans and bots in customer management and service, each of their strengths can complement the other, enabling greater accuracy and delivering more value within the customer experience.

Chatbots 95

Chatbots Customer Service Call Center Interaction 95

CX University

APRIL 26, 2018

Though still a small sub-culture in the business world, decentralization of power has become increasingly prevalent, especially among the world’s fastest growing, customer-centric companies. We have seen successes and failures, trials and tribulations.

Customer Experience 74

Customer Experience Government Policies Innovation 74

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

Second to None

MARCH 16, 2018

In this complex ecosystem, CX is becoming crucial for companies in order to differentiate themselves, improve customer satisfaction, foster loyalty, reduce churn and ultimately increase revenue. 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

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

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

Avaya

OCTOBER 4, 2016

Having a customer-centric culture during Customer Service Week (October 3-7) and beyond requires a persistent focus on providing a consistently strong contact center. To accomplish this day in and day out, choosing a partner with the same focus on proactive customer service goes a long way.

Customer Service 45

Customer Service Contact Center Banking Call Center 45

Second to None

SEPTEMBER 13, 2018

Customers can log on to their marketplace and access products across every industry, provided by third-party vendors or Amazon themselves. In fact, Amazon’s 2018 online sales will account for close to 50% of all online sales spent in the United States, up close to 30% of their share from 2017.[2] 1 [link]. 3,4,5 [link].

Retail 54

Retail Brands Fashion Voice of Customer 54