Kayako

JANUARY 5, 2017

Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. The result is that businesses lose customers instead of the growth they’d planned. Customers value the quality of customer service as much as price and quality of products. Your customers want to help themselves.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

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. How to overcome those challenges?

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

CloudCherry

MARCH 12, 2018

Believe it or not, companies aren’t doing a great job at Customer Experience. Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. Staying ahead of your customers also makes it easier for you to stay ahead of competition.

Customer Journeys 170

Customer Journeys Customer Experience Touchpoint Analytics 170

CloudCherry

MARCH 12, 2018

Believe it or not, companies aren’t doing a great job at Customer Experience. Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. Staying ahead of your customers also makes it easier for you to stay ahead of competition.

Customer Journeys 170

Customer Journeys Customer Experience Touchpoint Analytics 170

Calabrio

JANUARY 19, 2017

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. More and more companies are realizing that the key to happy customers is happy employees. 2017 is all about #customersatisfaction.

Customer Satisfaction 100

Customer Satisfaction Brands Strategy Contact Center 100

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

NICE inContact

JUNE 17, 2019

Many companies underestimate just how much the customer experience on digital channels matter. Would you want those customer experiences factoring into your NPS? Customers expect high quality and consistent interactions with businesses every time, regardless of interaction channel.

Analytics 136

Analytics Customer Experience Management Contact Center 136

NICE inContact

JUNE 17, 2019

Many companies underestimate just how much the customer experience on digital channels matter. Would you want those customer experiences factoring into your NPS? Customers expect high quality and consistent interactions with businesses every time, regardless of interaction channel.

Analytics 136

Analytics Customer Experience Management Contact Center 136

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Wired and Dangerous

JANUARY 3, 2017

Welcome to 2017! We believe this year will be remembered in years to come as one in which people in the world of work embraced the spirit of innovative service – consistently providing customers with a unique and unexpected customer experience creation. We hope 2017 is your best year ever!

Innovation 79

Innovation Entertainment System Communication 79

Talkdesk

OCTOBER 23, 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. How To Design Customer Experiences To Create Fans. the customer expectations.

Customer Experience 40

Customer Experience How To Video Government 40

Storyminers

JULY 31, 2017

I n terview w i th M i k e W i ttenstein, F o un d e r of Storyminers as seen on the Digital Customer Experience website . Is there a difference between customer experience and digital customer experience anymore? That may mean adapting the way the business works to what customers expect.

Customer Experience 153

Customer Experience e-support Chatbots Comparison 153

Talkdesk

OCTOBER 23, 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. How To Design Customer Experiences To Create Fans. the customer expectations.

Customer Experience 40

Customer Experience How To Video Government 40

SuiteCX

FEBRUARY 7, 2017

We all know that customer landscape is changing quickly. Over 90% of customers have higher expectations than they did last year and 64% of consumers switch some service providers every year (source: Accenture research). Customers aren’t your only problem. Reduce your costs on things that customers don’t value.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

SuiteCX

FEBRUARY 7, 2017

We all know that customer landscape is changing quickly. Over 90% of customers have higher expectations than they did last year and 64% of consumers switch some service providers every year (source: Accenture research). Customers aren’t your only problem. Reduce your costs on things that customers don’t value.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

Storyminers

JANUARY 24, 2017

This article appeared first January 10, 2017 at SharpenCX.com. Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. Overall, it’s really just about providing a quality customer experience. to serve customers better).

Contact Center 50

Contact Center Omni-Channel Brands Hospitality 50

CX Accelerator

JUNE 19, 2018

But what happens when we are sitting behind a computer screen looking at call centre costs racking up from repeat callers or negative customer survey results? Do we empathize with the experiences our customers are having? Rather we should seek out opportunities where more empathy can be shown to our customers.

Customer Experience 159

Customer Experience Customer Journeys Groups Airlines 159

Oracle

FEBRUARY 7, 2020

Investing in better customer experience (CX) may significantly contribute to revenue growth and customer loyalty. According to Gartner , “More than two-thirds of marketers responsible for CX say their companies compete mostly on the basis of CX, according to the 2017 Gartner Customer Experience in Marketing Survey.

Customer Experience 87

Customer Experience Interaction Customers Loyalty 87

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Oracle

DECEMBER 31, 2018

2018 was the year of customer experience for businesses around the globe, and CX experts and business leaders captured their experience in thought-provoking customer experience quotes. ” – Michel Falcon, Customer Experience Advisor and Keynote Speaker. ” – Joey Coleman, Experience This!

Customer Experience 108

Customer Experience Customer Satisfaction Touchpoint Customers 108

CloudCherry

JULY 25, 2018

What better way is there to learn about delivering an amazing customer experience than examining how the best in the business do it? Respondents were asked a series of questions on topics including their customer experience programs , introducing new technology, and optimizing human capital. Social responsibility. “75%

Technology 170

Technology Brands Customer Experience Omni-Channel 170

ShepHyken

APRIL 24, 2017

Each week I read a number of customer service articles from various online resources. Hidden Secrets of Exceptional Customer Service From Amazon, PriceFixer, Netflix and Tesla You Could use to Command Your Customers’ Loyalty by Vicky Law. (The My Comment: Want to learn from some of the masters of customer service?

Customer Service 69

Customer Service Customer Service Training Loyalty Exceptional Customer Service 69

Oracle

JANUARY 31, 2018

SmarterCX.com’s Editor-in-Chief highlights a new customer experience predictions destination page, SmarterCX.com/Predictions. Following a record holiday season, 2018 is off to a fast start in the world of customer experience. Customer Experience Tips to Conquer 2018. Check it out. Check it out.

Customer Experience 80

Customer Experience CRM Trends Retail 80

Oracle

MARCH 6, 2020

What’s more, Gartner also found that the top three emerging technologies expected to have the biggest impact on CX projects in the next three years include artificial intelligence (53%), virtual customer assistants and chatbots (39%), and omnichannel engagement solutions (37%). Accelerating customer engagement.

Chatbots 92

Chatbots Customer Experience Omni-Channel Customer Experience Professionals 92

ShepHyken

APRIL 3, 2017

Each week I read a number of customer service articles from various online resources. Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. Do they have hotel experience? Want Loyal Customers?

Social Media 76

Social Media Customer Service Hotels Hospitality 76

ijgolding

JUNE 21, 2017

Three words that you would not typically want to associate with the subject of Customer Experience. It would be remarkably easy for the providers of public transportation in London to view their customers as ‘hostages’ – and treat them as such. Resignation. Sufferance. Three words from the English dictionary.

Customer Experience 181

Customer Experience Airlines Travel Transportation 181

ClearAction

FEBRUARY 4, 2020

Growth Through Customer Experience Momentum Lynn Hunsaker. Customer experience momentum foreshadows growth. As customers are the source of budgets, salaries and dividends, their predisposition toward your brand is a precursor to progress in profits and top-line proceeds. Operationalize Customer Experience.

Customer Experience 62

Customer Experience Metrics Analysis Insurance 62

Bold360

FEBRUARY 23, 2017

The financial services industry is changing and developing at a ferocious pace, and 2017 is expected to be a year of growth, at least for those companies able to provide their customers with access to the best technology available to assist them throughout their online journey.

Self Service 63

Self Service Financial Banking Exercises 63

CloudCherry

SEPTEMBER 1, 2019

Customer service should be simple right? In his discussion with CloudCherry’s James Gilbert, Matt shares insights from his co-authored book, “The Effortless Experience,” a title that pretty simply sums up what customers want. The biggest takeaway from the book?

Conference 244

Conference Study Sales Leadership 244

Customer Bliss

DECEMBER 22, 2016

This post originally appeared on the CCO 2017 website. In today’s dynamic business environment, the one thing that should be of constant importance is the value of the customer as the lifeline of any organisation. Corinium: How would you describe the evolution/progression of the Customer Experience in the last 12 to 18 months?

Chief Customer Officer 0

Chief Customer Officer Omni-Channel Social Media Leadership 0

Bold360

JANUARY 5, 2017

Now that 2017 has come, we have to take stock of how we fared in the crazed holiday season. If a customer couldn’t find answers online, you lost business. If a customer couldn’t reach an agent or manage to ask a question or receive support, you lost business. … or be swept back by the tide as the competition races forward.

Self Service 65

Self Service e-support Travel Customer Service Strategies 65

Customer Alignment

DECEMBER 18, 2017

This year, customer experience has broadly been recognised by the business community as a key imperative and growth driver. The ‘ Experience Economy’ first conceptualised by Pine & Gilmore back in 1998 is here. As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

ShepHyken

OCTOBER 23, 2017

Each week I read a number of customer service articles from various online resources. You’ll have to read this excellent article by Vala Afshar, a genius in the world of customer service and CX. Retail Customer Experience) If service was an impulse encounter, what would be its features? Next thing you know, you buy it.

Customer Service 74

Customer Service Retail Customer Service Training Measurement 74

ShepHyken

AUGUST 28, 2017

Each week I read a number of customer service and experience articles from various online resources. The Contact Center Playbook for Improving Customer Satisfaction [Whitepaper] by Nicolina Savelli. Artificial Intelligence: The Customer Experience Imperative by Bob Hayes. While nearly every major U.S.

Customer Service 79

Customer Service Contact Center Ecommerce Loyalty Programs 79

Bold360

NOVEMBER 21, 2016

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. Meet Our Panel of Customer Experience Pros: Daisy Jing. We make it a priority to respond to our customers as quickly as possible. Sasha Tenodi. Wendy Glavin. Casey Tibbs.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. A Friction-less Experience Will Be Mandatory. That is why reducing customer effort was voted the number one priority for contact centers in 2018.

Customer Service 101

Customer Service Social Media Chatbots Knowledge Base 101