Clarivate

OCTOBER 2, 2017

ENGLEWOOD, CO , October 2, 2017 – CustomersFirst Now, a Customer Experience (CX) and Journey Mapping company, has been recognized as a ‘Leader’ in the Aragon Research Tech Spectrum for Customer Journey Mapping , 2017. “We About CustomersFirst Now. To get a free trial or demo, visit [link].

Customer Journeys 40

Customer Journeys Report Software Customer Success 40

Storyminers

MAY 31, 2017

Customer Experience is making great inroads into business, both in the US and in Europe. The 2017 KPMG Nunwood Customer Experience Excellence Analysis benchmarks CX efforts on both sides of the Atlantic. This CX Resource also brings crystal clear insights useful to any serious customer experience design practitioner.

Resources 194

Resources Hotels Guidelines Customer Experience Design 194

Vocalabs

JUNE 23, 2017

Desire Paths in Journey Maps. Fri, 2017-06-23 14:26. Customer Experience. Customer feedback helps you uncover the disconnect between what you think customers do, and what they're really doing. You are, in essence, documenting the desire paths your customers are following when they interact with you.

Customer Journeys 48

Customer Journeys Analytics Feedback System 48

SuiteCX

FEBRUARY 7, 2017

Of course this sounds easy but this will require you actually get involved with your customers and do some journey mapping. You can’t understand what your customers expect and want by sitting in your office. Harvard Business Review-The Truth about customer experience – Rawson, Duncan and Jones. Conclusion.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

SuiteCX

FEBRUARY 7, 2017

Of course this sounds easy but this will require you actually get involved with your customers and do some journey mapping. You can’t understand what your customers expect and want by sitting in your office. Harvard Business Review-The Truth about customer experience – Rawson, Duncan and Jones. Conclusion.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

Kerry Bodine

MAY 1, 2017

I’m excited to announce two additions to our 2017 workshop lineup! In this interactive workshop, we’ll help you examine your organization’s brand from the outside in and analyze how it’s currently expressed to customers across their entire journey. Journey Mapping Facilitation Skills. Brand Experience.

Customer Journeys 120

Customer Journeys Customer Experience Exercises Course 120

CloudCherry

MARCH 19, 2019

In their 2017 report “Drive Business Growth with Great Customer Experience” their models demonstrate “revenue potential clearly increases with higher CX Index scores.”. In other words – through delivering a well-executed customer experience. Importance of Journey Mapping. Reduce Costs.

Financial 218

Financial Metrics Customer Journeys NPS 218

Kerry Bodine

JANUARY 11, 2017

we’re ushering in 2017 with a bang! Our next open enrollment customer journey mapping workshop will be Feb 21 & 22 in San Diego. We’ll also be hosting open enrollment journey mapping workshops in Chicago (May), San Francisco (August), and Boston (October). At Kerry Bodine & Co., More workshops!

Customer Journeys 0

Customer Journeys eBook Resources Consulting 0

ClearAction

DECEMBER 31, 2016

2017 Customer Experience Resolutions Lynn Hunsaker. What’s new in 2017 customer experience management? Customer Journey Mapping — resolve to drive collaboration. For each journey phase/step, identify consequences to customers when things go right or wrong.

Customer Experience 81

Customer Experience Customer Journeys Roadmap Customers 81

ShepHyken

OCTOBER 2, 2017

I’m surprised how many companies don’t create a detailed journey map to dig deep into each (and every) interaction that customers have with you. Woo, Wow, and Win’: Designing a Captivating Customer Experience by Knowledge@Wharton . The Most Important Rule of Journey Mapping by Annette Franz.

Customer Journeys 83

Customer Journeys Customer Service Chatbots Customer Centricity 83

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

Kerry Bodine

NOVEMBER 26, 2017

We hope you’ll join us in one of these fun locations next year for our signature two-day customer journey mapping workshop: February 27 & 28 in San Francisco. Take advantage of this ridiculous deal (and your 2017 budget) by using the code “CyberMonday” when you check out on Eventbrite.

Customer Journeys 120

Customer Journeys Sales Customers 120

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. It’s about Customer Journeys! What touchpoints do customers use the most?

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. It’s about Customer Journeys! What touchpoints do customers use the most?

Customer Journeys 170

Customer Journeys Customer Experience Touchpoint Analytics 170

Kerry Bodine

JANUARY 17, 2017

I’m thrilled to announce the publication of our latest FREE eBook: The 2017 Customer Experience Outlook. My friends at Doberman and I recently reached out to our favorite customer experience authors, designers, and industry leaders shares to see what they’ve been thinking about at the beginning of 2017.

Customer Experience 84

Customer Experience eBook Customer Journeys Customers 84

Clicktools

JANUARY 6, 2017

We’ve reached the end of the first week of 2017, which means it’s time to look into my magic ball and see the future. What does this year have in store in the world of feedback, customer service, and customer experience? Here are five topics likely to headline 2017. 2017 will truly be a mobile-first year.

Tips 58

Tips Customer Journeys Multi-Channel Gamification 58

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

Touchpoint Dashboard

JANUARY 10, 2018

About six years ago, Touchpoint Dashboard (TPD) set out to solve a problem—journey maps were falling down from the walls both figuratively and literally. We aspired to change that, led by the belief that anyone can use well-designed software to make journey maps designed to improve customer experience for years to come. […].

Customer Journeys 47

Customer Journeys Touchpoint Software Customer Experience 47

Kerry Bodine

FEBRUARY 6, 2017

In 2017, brands shouldn’t be fumbling around to pull off a successful Super Bowl ad. Here are three lessons that marketers and customer experience professionals (and the advertising agencies they turn to for advice) still need to learn: Stress test your friggin website! Kudos to 84 Lumber for drawing such a large crowd.

Social Media 120

Social Media Advertising Customer Experience Professionals Brands 120

ShepHyken

JANUARY 4, 2017

To kick off the start of 2017 I could share my “Top Seventeen Ways to Deliver Great Customer Service in 2017.” Assuming you have the customer service vision statement – or mantra, as I like to call it – the next step is to prove how everyone in the organization impacts that vision. And you may need more than one map.

Customer Journeys 96

Customer Journeys Customer Focused Culture Touchpoint 96

Kerry Bodine

MARCH 9, 2018

I’ve been writing a series of posts about how to scale service design, based on my closing remarks at the 2017 Service Design Global Conference in Madrid. Chief instigator Marc Stickdorn is famous in service design circles for catchy taglines like, “ A Customer Journey Map is not a *ing deliverable.”

Customer Journeys 120

Customer Journeys Conference How To Course 120

CSM Magazine

MAY 30, 2017

Your ultimate resource to the key CX investment areas for 2017 and how to make the most from your vendor partnerships. There is no denying that in 2017 for organisations to stay ahead of their competitors and differentiate themselves within the market, they need to focus on providing an excellent customer experience.

Customer Journeys 40

Customer Journeys Customer Experience ROI Report 40

Alida

AUGUST 9, 2017

Kelvin (KC) Claveria (@kcclaveria) August 3, 2017. ” Great customer experience insight from @RetailProphet @visioncritical #cxblindspot. Clarice Chin (@helloclaricec) August 3, 2017. cxblindspot All about distributing the customer experience #futureofretail. amyfpabst (@AmygpAmyfp) August 3, 2017.

Retail 189

Retail Tips Customer Journeys System 189

Kerry Bodine

OCTOBER 22, 2017

Here’s the schedule: The Service Experience Conference 2017. Service Design Global Conference 2017. Service Design Week 2017. My colleague Amelia Sizemore will be facilitating a whirlwind two-and-a-half-hour journey mapping workshop as part of the pre-conference sessions on Monday, November 6.

Conference 120

Conference Customer Journeys Customer Experience Customers 120

Strativity

MARCH 20, 2017

The world’s premier Customer Experience consultancy, Strativity Group, Inc., adds customer experience consultants, expanding offices into the Midwest and New England. NEW JERSEY, March 21, 2017 –Strativity Group, Inc., the world’s leading customer experience consultancy, announces the addition of Andrew McInnes and David J.

Groups 40

Groups Customer Journeys Automotive Consulting 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. What are journey maps ?

Customer Journeys 135

Customer Journeys Customer Service Customer Experience Call Center 135

Customer Bliss

JANUARY 3, 2018

I’m still on vacation from new podcast recordings, and during this interim, I’m replaying 3 of my most popular podcast episodes of 2017. Have you listened to The Chief Customer Officer Human Duct Tape Show ? Happy New Year! Bill Carmody of Inc Magazine recently listed my podcast as binge-worthy !

Leadership 188

Leadership Customer Journeys Chief Customer Officer How To 188

Kitewheel

JANUARY 4, 2019

This transformation has given us a clearer picture of the path customer journeys will take in 2019 and how we can best support the changing landscape. In this post, we will share a few reflections on the successes and failures of customer journeys from 2018 and four key customer journey predictions for the new year.

Customer Journeys 45

Customer Journeys Analytics Trends Customers 45

eGain Blogs

MAY 10, 2017

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.

CRM 64

CRM Customer Engagement Engagement B2C 64

Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

Trends 48

Trends Competitive Advantage Chatbots Social Media 48

Strativity

OCTOBER 17, 2017

The world’s premier customer experience consultancy, Strativity Group, Inc., rolls out new features within Touchpoint Dashboard to help practitioners amplify the human elements in customer journey maps. . HACKENSACK, NEW JERSEY, October 17, 2017 –Strativity Group, Inc.,

Touchpoint 40

Touchpoint Customer Journeys Consulting Groups 40

Lumoa

SEPTEMBER 16, 2020

There’s no denying that customer journey and customer experience are hugely important to the success or failure of a business. You want to keep your customers happy. One of the places in which the customer journey rises or falls is customer service. What is the Customer Journey?

Customer Journeys 208

Customer Journeys Customer Service Poor Customer Service Loyalty 208

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

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. Creating a New Self-Service Solution in Banking.

Self Service 63

Self Service Financial Banking Exercises 63

Team HGS

JUNE 14, 2017

2017 Trend 3: The Beginning of Channel Guidance. Earlier this year, HGS released a whitepaper on this year’s top 10 trends in customer service. In 2016, customer service professionals continued to work hard to figure out how to best integrate and connect all of the disparate communication channels. Wed, 06/14/2017 - 16:54.

Self Service 52

Self Service Trends Multi-Channel Effort Score 52

Forrester

MARCH 22, 2017

CX and Digital Marketing professionals need to accelerate the pace of change, so for 2017 we're deep-diving into four key themes: ● The future of digital CX. How do these new tools change customer behavior and expectations? Or to put it more simply, we're going way beyond the why and what to dig deeper into how. CX design and delivery.

Customer Experience 72

Customer Experience Sports Culture Customer Journeys 72

Talkdesk

JUNE 22, 2017

Earlier this year, we released the highly-anticipated Sentiment feature to help you better understand the customer journey. Today, we’re pleased to announce two new additions to the feature that provide even more customization and deeper customer insights. The post June 2017 Product Release appeared first on Talkdesk.

Call Center 40

Call Center Report Metrics Customer Journeys 40