Confirmit

JULY 23, 2017

and author of the recent report, “ The Forrester Wave™: Customer Feedback Management Platforms, Q2 2017”, jumped into her presentation called “How Metrics Drive Customer Obsession (Or not). She also encouraged the audience to rethink how they are measuring customer engagement.

Metrics 40

Metrics Measurement Innovation Net Promoter Score 40

Eptica

JUNE 21, 2017

Date: Wednesday, June 21, 2017 Demonstrating the financial ROI of better customer experience. Published on: June 21, 2017. Author: Vincent Giraud All organizations understand the importance of customer experience to the bottom line. L’Occitane – the benefits of a global approach to digital customer experience.

ROI 63

ROI Financial Self Service Customer Experience 63

TechSee

FEBRUARY 19, 2019

A talented sales assistant instinctively knows when and how to offer advice to a customer, enhancing the retail experience and creating true brand loyalty. Built on its AI-powered platform Shopitag, clients can open pop-up online stores quickly and easily based on precise customer segments and retarget shoppers for maximum turnover.

Self Service 95

Self Service Innovation Telecommunications Consumers 95

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. Three Primary Capabilities of the Best Customer Journey Analytics Platforms.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

GetFeedback

JULY 24, 2018

We tend to agree with this Harvard Business Review assessment , which emphasizes that customer experience doesn’t begin or end with one business function. It’s the sum of all touchpoints and interactions that occur throughout a customer’s relationship with your brand, including the pre-sale period.

Video 277

Video Customer Experience How To Customer Journeys 277

Avaya

APRIL 24, 2017

It’s expected that 60% of all large organizations will develop customer journey mapping capabilities by 2018. Consider that a typical customer now owns three personal mobile devices , each with anywhere from 10 to 20 downloaded apps. The key is investing in an extensible, omnichannel customer engagement solution.

Customer Journeys 59

Customer Journeys Analytics Multi-Channel Contact Center 59

Lumoa

OCTOBER 31, 2018

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. Too many organisations are still focused on ‘making money first’, with the customer coming a distant second. Don’t underestimate culture.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

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. Short-term rewards: uptick once or for one period — engagement value exceeded underlying value. What is customer engagement?

Customer Centricity 48

Customer Centricity Customer Engagement Engagement Customers 48

Thunderhead

AUGUST 13, 2018

The company was forbidden by Ofgem from taking on new customers in April 2017, again this March and in June 2018, that ban was extended indefinitely. Furthermore, since customers have complex, individual needs and traverse an increasing multitude of channels and touchpoints, customer-focussed technology is also crucial.

Poor Customer Service 40

Poor Customer Service Financial Social Media Customers 40

Currency Alliance

JUNE 11, 2019

Certainly, this generosity has helped the likes of American Express, Chase, and their ilk keep their brands top of mind – but it also led in turn to a surge in customers ‘gaming’ reward cards. in 2017[vii]. Customers appreciate the free money, but it simply doesn’t make them loyal. Revenues also increased by 10.4%

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

ClearAction

OCTOBER 25, 2018

Thankfully, many companies have been migrating away from product-centric, month/quarter-end-centric and competitor-centric marketing, toward putting the individual or most profitable customer at the center of marketing design and delivery. Mature customer-centric marketing is not new, yet timing is right to embrace it now.

Customer Centricity 59

Customer Centricity Marketing Customer Journeys Study 59

Pointillist

NOVEMBER 11, 2019

Contact centers today have data to determine the aggregate customer movement, but not nearly enough insights into cross-channel customer journeys. In order to measure First Contact Resolution , you need to have a view of the complete customer journey across multiple channels. How many customers took that path?

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

Eptica

FEBRUARY 1, 2017

Date: Wednesday, February 1, 2017 Why technology needs to support the human element of CX. Published on: February 01, 2017. Régine, you gave a fascinating speech at the Eptica 2016 Customer Day , looking at how digital transformation is impacting consumer behavior and expectations. They expect the brand to understand this.

Technology 48

Technology Multi-Channel Self Service Consumers 48

Avaya

SEPTEMBER 7, 2017

Companies are now competing in an era of endless customer touchpoints and possibilities. They’re tasked with matching today’s rapid pace of innovation and also constantly anticipating customers’ evolving needs. This has made the concept of an omnichannel customer experience integral for success. Apple, Google, Facebook).

Omni-Channel 67

Omni-Channel Customer Experience Contact Center Social Media 67

Currency Alliance

JUNE 19, 2019

Really, for those relatively few brands achieving impressive levels of customer engagement, it’s breath-taking how fast the industry has progressed in such a short time. Points are perceived by customers as a kind of currency; underperforming loyalty brands, equally, prioritize this purely transactional insight. Kudos to them.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49

Currency Alliance

FEBRUARY 26, 2019

Partners: optimize the mix to appeal to a broader array of customers. Emotional loyalty: add incentives along many touchpoints in customer journeys. A loyalty program should be relevant to 80% of customers. For example, maximizing customer Lifetime Value (LTV) might be the primary objective.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

John Paul

JULY 26, 2018

Concierge services are becoming accessible via connected smart-home assistants such as Amazon Alexa, and Google Home, as well as wearable devices like the 3rd Generation Apple Watch and the $3,000 wearable Android device from Louis Vuitton, the Tambour Horizon, bringing real-time convenience and connectivity to customers wherever they are.

Technology 45

Technology Hospitality Hotels Loyalty 45

Confirmit

SEPTEMBER 24, 2018

A successful Customer Experience Management program offers numerous benefits to organizations: Monitor customers’ feedback to understand their pain points and focus on improvements that matter to them. Provide a holistic view of customers across all touchpoints and all channels, across the entire customer journey.

Customer Experience Management 45

Customer Experience Management Customer Experience Management Multi-Channel 45

Confirmit

SEPTEMBER 24, 2018

A successful Customer Experience Management program offers numerous benefits to organizations: Monitor customers’ feedback to understand their pain points and focus on improvements that matter to them. Provide a holistic view of customers across all touchpoints and all channels, across the entire customer journey.

Customer Experience Management 40

Customer Experience Management Customer Experience Management Multi-Channel 40

Currency Alliance

MARCH 9, 2021

In a true, headless, loyalty platform, the backend functionality is purpose-built to be decoupled from the front-end customer touchpoints, connected via easy APIs. Because customers use multiple channels at the same time when interacting with a brand. Loyalty is embedded in those journeys in new and increasingly different ways.

Loyalty 59

Loyalty Customer Engagement Engagement CRM 59

Comm100

FEBRUARY 6, 2018

Out of all the customer engagement software tools that are out there, which one is right for your company? Different companies have different needs, and a very diverse number of customer engagement tools are waiting to fill those needs. Popular Customer Engagement Software Tools and Who They’re Good For?

Software 105

Software Customer Engagement Engagement Omni-Channel 105

Ecrion

SEPTEMBER 23, 2020

You must anticipate when a customer is the most likely to need assistance, suggestions/recommendations, advice, or anything else. Engage your customers at the key points of their overall customer journeys. 52% of people worldwide think that companies must take action based on feedback from their customers.

Infographics 105

Infographics Self Service Customer Service Social Media 105

Currency Alliance

AUGUST 16, 2019

From a standing start of zero customer data some 20 years ago, brands became able to incentivize desired behaviors in highly-predictable customer segments. Value, that is, to a minority of highly-frequent, high-spending customers. In nearly every case, the customer has broader desires than buying your product or service.

Loyalty 40

Loyalty Brands Loyalty Programs Airlines 40