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 Customer Success Software 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

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

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. And in the real world, lots of customer behavior won't be captured for a variety of reasons. Peter Leppik.

Customer Journeys 48

Customer Journeys Analytics Feedback System 48

ClearAction

DECEMBER 31, 2016

2017 Customer Experience Resolutions Lynn Hunsaker. What’s new in 2017 customer experience management? Let’s take a look at 5 ways to accelerate results that your customers and investors will both reward: Customer Service — resolve to prevent recurrence of issues.

Customer Experience 81

Customer Experience Customer Journeys Roadmap Customers 81

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. Employees aren’t empowered with the right training and means to proactively engage with customers.

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. Employees aren’t empowered with the right training and means to proactively engage with customers.

Customer Journeys 170

Customer Journeys Customer Experience Touchpoint Analytics 170

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. Understand and grow your customer base-focus on your most profitable.

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. Understand and grow your customer base-focus on your most profitable.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

CloudCherry

MARCH 19, 2019

“Firms will continue to regard CX as a collection of continuous improvement projects until they see an irrefutable, directly attributable connection to returns.” – Forrester, Hardwire Customer Experience 2018. Traditional CX metrics like customer satisfaction, customer effort and NPS are not directly tied to making money moves.

Financial 218

Financial Metrics Customer Journeys NPS 218

ShepHyken

OCTOBER 2, 2017

Each week I read a number of customer service articles from various online resources. How to Become a More Customer Centric Business in 5 Steps b y Mark Sallows. FitSmallBusiness) Customer centric businesses invest the whole team focus on supporting their prospective and existing customers. My Comment: Thomas A.

Customer Journeys 82

Customer Journeys Customer Service Chatbots Customer Centricity 82

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

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

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

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

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

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.” One of the most important ways to improve customer service is to make sure that everyone in an organization (company) is in alignment with the customer service and/or experience vision.

Customer Journeys 96

Customer Journeys Customer Focused Culture Touchpoint 96

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

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

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

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

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

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

Kitewheel

JANUARY 4, 2019

We’ve seen a massive transformation in our business, particularly with how we support our customers. 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. Journeys in Review. Key Customer Journey Trends in 2019.

Customer Journeys 45

Customer Journeys Analytics Trends Customers 45

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

The way we create and deliver customer experiences is constantly evolving in this rapidly changing space. Keeping up with customer experience trends is now an essential part of running a successful business. Those with or without customer experience in their titles are considering how their daily work impacts the customer journey.

Trends 244

Trends Net Promoter Score Effort Score Banking 244

Kerry Bodine

OCTOBER 22, 2017

If you haven’t noticed, the field of service design has been picking up steam over the past several years—largely in part, in my opinion, to its natural alignment with helping organizations create better customer experiences. Here’s the schedule: The Service Experience Conference 2017. Service Design Global Conference 2017.

Conference 120

Conference Customer Journeys Customer Experience Customers 120

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

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

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 ? Next, she sought to find out how can internal and external empathy be developed in terms of employees and customers.

Leadership 188

Leadership Customer Journeys Chief Customer Officer How To 188

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

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

Forrester

MARCH 22, 2017

Our focus this year is on exploring the current and emerging best practices for the design and delivery of exceptional customer experiences in digital channels. 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. Forrester events.

Customer Experience 72

Customer Experience Sports Culture Customer Journeys 72

ReviewTrackers

SEPTEMBER 23, 2021

Cultivating a high level of customer satisfaction is a priority for all restaurant brands because foodservice is one of the most competitive industries. If you’re not able to deliver a high level of customer satisfaction, chances are that a competitor will do so and reap the benefits. How to remap the customer journey.

Customer Satisfaction 114

Customer Satisfaction Industry Multi-Channel Consumers 114

ShepHyken

NOVEMBER 6, 2017

Each week I read a number of customer service articles from various online resources. Your Customer Service Team Should Be in Every Strategy Meeting by Jaspar Weir. Entrepreneur) Get the people who know what your customers want and need — your customer service team — more involved in company decisions.

Customer Service 84

Customer Service Customer Centricity Customer Service Training Meeting 84

GetFeedback

JUNE 12, 2019

When tasked with overhauling the customer experience (CX), business leaders often seek to identify the most critical customer touchpoints. The important touchpoints are a make or break–they determine whether customers choose to stay, whether customers upgrade or cancel and whether customers recommend you to their friends and family.

Touchpoint 199

Touchpoint How To Net Promoter Score NPS 199

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. ” This is some degree of customer journey mapping. About Jackie. It’s in Dubai.).

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200