Customer Bliss

JANUARY 5, 2017

Over the holidays, I read two interesting articles about customer experience. The first one, from Forbes , is called “Five Bold Expert Predictions For 2017.” The second article is from Harvard Business Review and called “The Most Common Reasons Customer Experience Programs Fail.”

Chatbots 236

Chatbots Omni-Channel Retail Trends 236

Lumoa

JUNE 23, 2021

What is diversity in customer experience? Diversity in customer experience is about who’s on your team. To cater to all of your customers’ unique needs, you need to have a plurality of opinions and perspectives. Improved employee experience The better the employee experience , the better the customer experience.

Customer Experience 208

Customer Experience Culture Employee Experience Effort Score 208

Experience Matters

NOVEMBER 20, 2017

In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to rate their loyalty with the companies that they had interacted with during the previous 90 days. The post Dataset: 2017 Temkin Loyalty Index, UK appeared first on Customer Experience Matters®.

Loyalty 161

Loyalty Analysis Study Consumers 161

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! How do you round off a year that’s been so good to the customer service industry? Why Customer Development Is Crucial to Every Business’ Success.

Customer Experience 120

Customer Experience Effort Score Chief Customer Officer Customer Centricity 120

Calabrio

FEBRUARY 16, 2017

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.

Trends 153

Trends Customer Engagement Engagement Contact Center 153

Experience Matters

MARCH 16, 2017

We labelled 2016 as The Year of Emotion and operationalizing emotion is one of our 2017 CX trends. As part of our push to drive more detailed discussions about emotion, we examined the emotions that consumers feel after specific interactions. Any regular reader of this blog likely knows that emotion is a key topic for Temkin Group.

Interaction 240

Interaction Loyalty Trends Groups 240

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

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. 2017 won’t be a year of “one thing changes one time.”

Contact Center 133

Contact Center Omni-Channel Brands Hospitality 133

Calabrio

FEBRUARY 16, 2017

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.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

Calabrio

FEBRUARY 16, 2017

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.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

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

Kerry Bodine

DECEMBER 16, 2016

Join us for a hands-on customer journey mapping workshop in 2017! I’m thrilled to announce our 2017 lineup of open enrollment journey mapping workshops: February 21 & 22 in San Diego. The customer focus is extremely valuable! Drop us a line to further discuss how we can help with your customer experience efforts.

Customer Journeys 120

Customer Journeys Exercises Tips Course 120

NICE inContact

JUNE 28, 2017

Technology has dramatically changed consumer expectations over the last 10 years with companies who want to lead in the digital customer experience finding ways to utilize technology in smarter ways. New technology can enhance both agent-assisted and self-service interactions. So what trends will have an impact in 2017?

Report 120

Report Self Service Customer Experience Trends 120

Experience Matters

JULY 24, 2017

In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to provide Net Promoter® Score (NPS®) ratings for the companies that they had interacted with during the previous 90 days. When we compare NPS to the 2017 Temkin Experience Ratings, UK , we find a very high level of correlation.

Net Promoter Score 120

Net Promoter Score NPS Transportation Insurance 120

Customer Bliss

NOVEMBER 9, 2017

As I look back at an article I previously wrote – What will CX Look Like in 2017 , I’m excited to see some of the progress that has been made in the industry. There’s a continuing focus on brands improving customer experience to lead customer-driven growth. Click To Tweet.

Trends 204

Trends Customer Experience Customer Insights Customers 204

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

Kerry Bodine

MAY 1, 2017

I’m excited to announce two additions to our 2017 workshop lineup! Brand Experience. We’ve taken the best of our Designing Brand Experiences consulting offering and compressed it into a one-day workshop. Customer Journey Mapping. August 22 in San Francisco. Journey Mapping Facilitation Skills.

Customer Journeys 120

Customer Journeys Customer Experience Exercises Course 120

CloudCherry

JULY 18, 2018

Customer experience is becoming an increasingly popular topic, with many forward-thinking businesses thinking it can set them apart in today’s highly competitive landscape. Compared to their competitors, experience-driven businesses grew their revenue 1.4 times the customer lifetime value of other companies.

Customer Experience Management 170

Customer Experience Management Net Promoter Score Customer Experience Management 170

NICE inContact

MAY 12, 2017

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. In 2017, it became increasingly clear that tracking a customer’s journey needs to be part of a broader corporate imperative to coordinate marketing, selling, service and customer care.

Contact Center 120

Contact Center Connections Conference Case Study 120

Customer Bliss

APRIL 12, 2019

Are you responsible for building an entirely new customer experience path for your organization? Monica Whiting , Vice President of Customer Experience at TECO energy , shares tactics and plans to help you strategize short-term and long-term goals for CX, regardless of your industry.

Customer Experience 162

Customer Experience Chief Customer Officer Leadership Analysis 162

Beyond Philosophy

DECEMBER 25, 2017

I always say that Customer Experience is a journey, not a destination. After all, once you arrive, it is already time to refine your experience more. So, celebrate your successes for 2017 but prepare for new challenges in 2018. Is a ‘Human Free’ Experience the Future? Who Wins—Brand or Customer Experienc e?

Net Promoter Score 119

Net Promoter Score NPS Advertising e-support 119

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

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

Clarabridge

JANUARY 4, 2017

As a discipline, customer experience is growing up. Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. People are still looking for a good customer experience. 45% of customers are willing to pay more for better customer service 1.

Customer Experience 51

Customer Experience Self Service Return on Investment Competitive Advantage 51

Customer Bliss

JUNE 20, 2017

Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging, and I discuss her path from hospitality and marketing to her hybrid role of both marketing and customer experience. If you market well but the experience isn’t there, your marketing won’t stick. About Jackie.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

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

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In November 2016 I did so with tip number 1 – how to make Customer Experience a priority for the whole company – you can read it here.

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

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

Truthlab

DECEMBER 14, 2017

The post 5 Interactive Data Visualizations from 2017 to Get You Inspired appeared first on truthlab. The end of the year is often inundated with numbers, numbers, numbers to assess value gained over the course of a year. So, let’s take a little time to get inspired by […].

Interaction 54

Interaction Data Course Customer Experience Design 54

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

CSM Magazine

MAY 18, 2017

Over 88% of organisations expect digital customer interactions to overtake voice by 2020 or sooner and 92% say customer experience can be linked to revenue, but just 29% are confident they can deliver a seamless customer experience across multiple channels, according to a new report, State of Customer Experience 2017 from West.

Report 40

Report Self Service Customer Experience Contact Center 40

Clarabridge

JANUARY 4, 2017

As a discipline, customer experience is growing up. Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. People are still looking for a good customer experience. 45% of customers are willing to pay more for better customer service 1.

Customer Experience 40

Customer Experience Self Service Return on Investment Competitive Advantage 40

CX Journey

AUGUST 22, 2017

It appeared on their blog on March 23, 2017. Working in a call center, whether you're on the phone or on the floor managing operations, means that you're front and center with customers at all times. It also means that you know the importance of delivering a great service experience for your customers.

Customer Journeys 135

Customer Journeys Customer Service Customer Experience Call Center 135

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience.

Self Service 64

Self Service Customer Experience Multi-Channel Call Center 64

Storyminers

JULY 7, 2020

How do you expect customer expectations to change in 2017? Customers will expect most of their vendors to serve them as well as their favorite vendors do. Prefer the customized recommendations you get from Nordstrom? The more adaptive companies will excel at keeping pace with their customers’ changing needs.

Contact Center 147

Contact Center Customer Expectations Management Wireless 147