3 Customer Engagement Trends to Watch in 2017

Calabrio

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology.

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Guest Blog: How Does AI Marketing Help Drive Customer Engagement?

ShepHyken

This week we feature an article by Lindsay Tjepkema who writes about how artificial intelligence marketing (AIM) is becoming more important to our success in engaging with customers. Below are a few ways AIM can create higher levels of customer engagement.

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3 Customer Engagement Trends to Watch in 2017

Calabrio

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology.

Trends 130

3 Customer Engagement Trends to Watch in 2017

Calabrio

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. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology.

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Focus on Culture to Drive Customer Engagement

SuiteCX

In order to improve customer engagement, the organization needs to understand the customer needs and work together as a team to support the changes necessary to deliver new solutions. We need to get everyone focused on the customer instead of assuming it’s someone else’s problem.

Focus on Culture to Drive Customer Engagement

SuiteCX

In order to improve customer engagement, the organization needs to understand the customer needs and work together as a team to support the changes necessary to deliver new solutions. We need to get everyone focused on the customer instead of assuming it’s someone else’s problem.

Guest Blog: Why Online Reviews Are Important for Customer Engagement

ShepHyken

This week we feature an article by Megan Wenzl about the importance of online reviews to your business and customer engagement. Customer engagement is the communication with customers through a variety of channels to create emotional connections that foster customer loyalty.

Rethinking Customer Engagement: Put Your Relationship First

ClearAction

Rethinking Customer Engagement: Put Your Relationship First Lynn Hunsaker. Sounds way out of sequence, but it’s often exactly how we treat our customer relationships. Lack of knowledge about the entire customer experience journey and preferences. Same with customers.

4 reasons to attend the 2017 Automotive CX Summit

Vision Critical

The conference promises to provide actionable information to help automakers, dealers and finance companies improve customer experience. How Cadillac put customers in the driver’s seat in the luxury hybrid market. The connection between the employee and customer experience.

Customer Resolution 2017 – Perfect Experiences

Michelli Experience

One day, I was asking Horst about a client of mine that was struggling to engage customers. As I presented the challenge to Horst, I explained the efforts the company’s leaders had exerted to, “improve the quality of their customer experience so that most customers had less pain during interactions”. Let’s assume you serve 100 customers a day and that “excellent” or “world-class” companies satisfy 90% of them.

Is Your Customer Engagement Really Customer-Centric?

ClearAction

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 penalties: negative word-of-mouth — engagement was ill-timed or a hassle.

New Year, New Resolutions: Four Brand Strategies that Will Increase Customer Satisfaction in 2017

Calabrio

At Calabrio, we know that to achieve those goals, successful companies are constantly analyzing what is and is not resonating with customers and driving those insights back into the business. Companies Will Deploy Employee Engagement Practices Geared Toward Millennials.

Why Customer Engagement is So Important

Andrew Mcfarland

Drucker once opined that, The purpose of business is to create and keep a customer. Acquiring (creating) a customer is difficult because the sales and marketing organizations must align company capabilities with customer needs. Best Practices Communication Customer Engagement Marriage ValuePeter F. If alignment occurs, a.

The Future of Customer Service: Human Intelligence (HI) or Artificial Intelligence (AI)

Michelli Experience

I’ve suggested that customers will resist “robots” and I’ve based my thinking in part on the “uncanny valley” hypothesis which postulates that the more robots look like humans the less humans will feel comfortable with them.

Driving Holistic Customer Engagement Excellence

Verint

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Customer Engagement Strategies and Networking

Verint

Customer Contact East: Frost & Sullivan Executive MindXchange. Earlier this week Verint took part in the. in Fort Lauderdale, Florida. Primary themes during the conference included: Digital Transformation Is Ushering in an Era of Unprecedented Change.

Demonstrating Customer Engagement Success through ROI Models

Verint

Are you engaged in a customer engagement optimization initiative that you feel has the potential for broad impact at your organization? The intelligence created through customer engagement and customer experience initiatives can facilitate quick, informed decision making, drive positive customer and business outcomes, empower and engage employees—and drive meaningful ROI.

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eGain debuts in the 2017 CRM Customer Engagement Center Magic Quadrant

eGain Blogs

We are pleased to inform you that eGain just debuted in the Gartner CRM Customer Engagement Center Magic Quadrant (CEC MQ) for 2017, appearing as a “Niche Player”. We have been a perennial leader in the web customer service MQ. Web customer service is a subset of digital engagement, eGain’s area of focus for over 15 years. Highlights of this new-age desktop includes: Rich, digital engagement capabilities with enhanced call handling.

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Lessons for How to Swim in a Blue Ocean from the Girls Auto Clinic

Michelli Experience

Often entrepreneurs reach out to me to discuss “customer-centricity” and the likely viability of their innovative products or services. According to their mission, GAC is designed to “cater to our #1 customer: women.”

Predicting: The Future of Customer Engagement

Tricia Morris

Expectations for customer engagement continue to grow at an exponential rate. According to Microsoft’s 2016 State of Global Customer Service Report which surveyed 5,000 customers across Brazil, Germany, Japan, the United Kingdom and the United States, 72% of customers already. Blog Customer Analytics Editor's Pick Enterprise Technology

When The Customer Is Wrong – Should The Business Be Right?

Michelli Experience

In 1909 Harry Gordon Selfridge, the founder of Selfridge’s department store, is credited with saying, “The customer is always right”. Through the years, a number of my colleagues and I have emphasized that the customer is not always right but they are always the customer.

Customer Experience and Value Add: Make it Personal, Emotional, and Sensory

Michelli Experience

Being raised in an emotionally expressive Italian family, it’s no wonder that I’ve been attracted to the emotional side of business and the importance of “emotional value” in customer experience creation.

The ABCs of PCT and Its Critical Role in Outstanding Customer Experiences

Michelli Experience

One organizing concept has proven to have a considerable amount of value when it comes to thinking about and constructing outstanding customer experiences. For our purposes, here’s how it relates to the relationships we have with our customers. Long ago I received my Ph.D.

Customer Engagement LIVE! Executive Summary

Verint

Verint recently took part in the Customer Response Summit in Las Vegas, a forum for customer experience and customer service executives. Verint’s contribution to this theme was an interactive general session called “Customer Engagement LIVE!”

Engaged Employees Are Better at Customer Engagement

Topdown

We recently mentioned that there are lessons other industries can learn from observing customer experience (CX) leaders in retail and hospitality. But there’s another big lesson every industry can take away from retail and hospitality: happy employees make happy customers.

How to Make Customer Experience Magic with Co-Creation Sessions (part 1)

Experience Investigators by 360Connext

Are you looking for ideas to help improve the experience you’re delivering to customers? Customers are often full of great ideas, but they’re waiting for you to ask! We often focus on the negative feedback we get from customers.

Advocamp 2017 Activities For Newbies, Execs And Advocate Marketing Pros

Influitive

Advocamp 2017 promises to be the best year of the conference yet, with speakers like Sean Ellis, Jonah Berger, and Geoffrey Moore lined up and ready to share strategies for explosive, advocate-fueled growth. Advocamp is the largest customer advocacy, experience, and engagement conference, happening this year in San Francisco, December 6-8th.

It’s Viral, It’s Video Storytelling – Live Visuals Rule

Michelli Experience

Great customer experience brands are not only “visual storytellers” but they are supporting their customers as those brand loyalists visually communicate about their brand journey. For a period in human history, all we had were spoken words.

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One Piece of Customer Communication that Fails to Delight

Experience Investigators by 360Connext

Customers hear from you regularly. As you dwell on how often you actually connect with a customer (once a week? Your customers, if they are truly customers, pay you regularly. Right? once every few months? never?) I want to remind you of one simple fact.

What Does The Future Hold For Customer Marketing? Here’s 11 Predictions for 2017

Influitive

There’s no denying that the importance of customer marketing is growing. The 2017 State of Customer Marketing Report indicates that over the next year, 93% of organizations expect that their customer marketing efforts will take on greater importance, and 62% will increase their staff or budgets in the customer marketing area.

How Hallmark Business Connections “does” Customer Experience, With Rhonda Basler – CB66

Customer Bliss

Rhonda Basler and I discuss how Hallmark Business Connections is helping companies build bonds with their customers — by extending their own products and services. Rhonda Basler currently leads the Customer Engagement team at Hallmark Business Connections, Hallmark’s B2B subsidiary.

Building Customer Centric Organizations – TSIA Keynote Recap from Customer Success Summit 2017

Totango

Customer Success Summit is the industry-leading conference on customer success because it brings together experienced customer success professionals and industry thought-leaders, as well as research institutes for industry benchmarking.

Guest Blog: Want to Excel at Customer Service? Transform your Contact Centers into Customer Engagement Centers

ShepHyken

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company.

Getting the Customer Experience Right in 2017

Verint

Verint’s Ryan Hollenbeck recently spoke with Contact Center Pipeline about the art of balancing the digital and human elements of the customer experience.

Emerging Trends In Customer Experience: The Continuing Story

Storyminers

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. We’ve updated it for 2017. Steve taught me how to design a business to be adaptive to its customers’ needs. 2017 Answer.

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Likely to Recommend vs. Actually Recommending: Loyalty vs. Advocacy

Michelli Experience

As you likely know the NPS® is calculated by asking customers: How likely is it that you would recommend our company/product/service to a friend or colleague? While statisticians might obsess about the reduced predictive validity of an 11 point scale, I pragmatically see the core of this question as a key measure of customer experience. In essence, in his book The Ultimate Question , Fred has posited NPS® as the only customer relationship measure you would ever need.)

Why Your Customer Service Should Influence Customer Engagement

Dennis Snow

Why Your Customer Service Should Influence Customer Engagement – by Monika Götzmann Engaged customers are extremely valuable, and can be described as those who have a personal connection to a brand. I hope you enjoy this guest post from Monika Götzmann.