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

Customer Bliss

JANUARY 3, 2017

Today is the first day of office work in 2017 for many people. It’s a long way from now until the end of 2017, and so much potential is in front of you. So what are your goals in 2017? was launching my customer experience podcast. While I know some of you worked on 1/2, it was technically a federal holiday.)

Leadership 183

Leadership Culture Strategy Software 183

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. How do you expect customer expectations to change in 2017?

Contact Center 133

Contact Center Omni-Channel Brands Hospitality 133

Alida

JULY 17, 2017

On July 13 2017, over two hundred Vision Critical customers, insights, marketing and CX professionals gathered in Sydney for the Asia Pacific Customer Intelligence Summit, Vision Critical’s 7th annual customer summit. Creating shared value is essential for developing an authentic brand and truly connecting with customers.

Customer Experience 172

Customer Experience Hotels Survey Loyalty Programs 172

Centriam Customer Experience Lab

DECEMBER 12, 2017

Using conclusions drawn from Centriam’s 2017 Retail Study, we have proposed areas of focus to enhance customer experience for two common NPS objectives.

Retail 218

Retail Customer Experience Strategy NPS 218

CX University

APRIL 2, 2024

Companies increasingly recognize that employee experience can be positive, powerful, and influential in engaging customers. IBM and Globoforce (2017) note that organizations must pay attention to three vital areas. They boast of serving customers and their communities with value and offering employees career opportunities.

Strategy 52

Strategy Financial Leadership Apparel 52

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

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

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

Vonage

FEBRUARY 23, 2017

The days of winning over your customers’ hearts and minds based solely on the quality of your product or service are over. This leaves delivering a speedy, personalized and friendly customer experience as the best way to differentiate your business from its competitors. Half of consumers move on after poor customer service.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

Experience Matters

JUNE 5, 2017

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017. It’s not surprising, therefore, that customer experience leaders have more engaged employees than their peers.

Employee Engagement 133

Employee Engagement Report Engagement Groups 133

Alida

DECEMBER 15, 2016

Content marketing has become more than a strategy: it’s today’s marketing. Content marketing is more effective and efficient than other marketing strategies, and costs less for a greater return. Yet, according to Altimeter, 70 percent of marketers lack a consistent or integrated content strategy.

Feedback 213

Feedback Strategy Marketing Social Media 213

Experience Matters

JUNE 5, 2017

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017. It’s not surprising, therefore, that customer experience leaders have more engaged employees than their peers.

Employee Engagement 120

Employee Engagement Report Engagement Groups 120

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

Alida

JUNE 1, 2017

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. When: June 21, 9:15 am – 10 am.

Automotive 157

Automotive Conference Retail Employee Engagement 157

Amity

DECEMBER 21, 2017

Below is our annual holiday reading list, the best articles of 2017, curated, organized, and ready to be enjoyed. Why not start with some Customer Success videos? 6 TED Talks That Are Surprisingly Relevant to Customer Success. 5 Powerful Videos That Spotlight Customer Advocacy. 2017 Rewind: Your Customer Success Playlist.

Customer Success 107

Customer Success Tips Video Measurement 107

Customer Bliss

JANUARY 12, 2017

It’s early 2017 now. Hopefully you have eyes on a customer strategy for this year. I’ll show you the five-competency maturity map in a second, but you can also think of this customer strategy as “crawl, walk, run.” Customer strategy: The five-competency maturity map.

Strategy 100

Strategy Chief Customer Officer Leadership Customers 100

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. This report has rich insights about both B2B and B2C customer experience. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. Here’s the […].

Report 120

Report B2C B2B Groups 120

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. This report has rich insights about both B2B and B2C customer experience. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. Here’s the […].

Report 120

Report B2C B2B Groups 120

Talkdesk

SEPTEMBER 25, 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 Build Trust Between Customers and Startups: A Fireside Chat Between Handy and TechCrunch.

Self Service 80

Self Service Video Customer Centricity Customers 80

West Monroe

MARCH 19, 2024

A review of recent past events further highlights the fragility of the electric infrastructure and stresses the importance and need for improved resilience strategies. Hurricanes Irma and Maria (2017) revealed Puerto Rico’s grid fragility, resulting in severe economic losses.

Strategy 40

Strategy Government System Technology 40

Beyond Philosophy

DECEMBER 25, 2017

I always say that Customer Experience is a journey, not a destination. So, celebrate your successes for 2017 but prepare for new challenges in 2018. To get you ready for what is next in Customer Experience, let us review what we have learned so far. Who Wins—Brand or Customer Experienc e? Find out what we think here.

Net Promoter Score 119

Net Promoter Score NPS Advertising e-support 119

TechSee

APRIL 3, 2018

Customer churn in the age of information is a fact of life for every business in every industry. Customers have unprecedented access to data, enabling easy comparisons of alternatives, as well as hassle-free provider changes with a simple click of a button. Customer churn formula. The price of a high customer churn rate.

Customer Retention 141

Customer Retention Technology Strategy Analytics 141

Alida

DECEMBER 22, 2016

We’ve collected 10 of the most insightful predictions that we believe will define not just 2017, but also the years ahead. Likewise, companies must get closer to their customers—both local and international—to continue to deliver products and services that are relevant and valuable to their target market. Global uncertainty.

Trends 0

Trends Social Media Advertising e-support 0

Advantage Communications

JUNE 10, 2020

An effective customer support strategy is the foundation of any successful and sustainable business. In fact, according to the American Express 2017 Customer Service Barometer , US consumers are willing to spend 17 percent more to do business with companies that deliver excellent service.

Strategy 64

Strategy Customer Experience Consumers Customers 64

Magellan Solutions

JUNE 19, 2017

To further develop Magellan Solutions’ services in delivering the finest customer experiences and back-office support, the company’s CEO Fred Chua attended last month two large international technology and development events. CEO Chua also joined the Philippine delegation in the 2017 Software Development Expo and Conference (SODEC) in Japan.

Telecommunications 78

Telecommunications Conference Call Center Government 78

Storyminers

JUNE 3, 2022

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 Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience).

Trends 147

Trends Customer Experience Wireless Entertainment 147

Martin Hill-Wilson

DECEMBER 19, 2016

A proactive service strategy is based on anticipating your customer’s’ needs. It’s about getting there before customers consciously recognise the need to make contact. The secret is to look for patterns of repeated behaviour in your customer journeys. Front line feedback is good enough to trigger awareness.

Strategy 40

Strategy Analytics Customer Journeys Feedback 40

Michelli Experience

MARCH 21, 2017

At a recent investors meeting, McDonald’s announced that it will be launching mobile order and mobile pay in the fourth quarter of 2017 in every one of its 14,000 restaurants in the USA. As a loyal Starbucks customer, I’ve almost forgotten what it is like to enter a drive thru. I have fully converted to mobile pay.

Strategy 203

Strategy Financial Consulting Brands 203

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

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

ShepHyken

DECEMBER 11, 2017

Each week I read a number of customer service articles from various online resources. How to Choose a Gift That Will Wow Your Customers by John Ruhlin. My Comment: It’s the time of year when we give gifts to the people we care most about, and for some of us that includes customers and people we work with.

Customer Service 76

Customer Service Customer Success Customer Centricity Customer Service Training 76

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

CX Journey

JANUARY 9, 2018

I've said more times than I can remember: "Quite simply, without employees, you have no customer experience." In the meantime, here are some blogs I wrote in 2017 to get the thought processes flowing. Companies need to focus on these areas - for the sake of the employees, the customers, and the business. they don't.

Strategy 0

Strategy Culture Employee Experience Leadership 0

Uniphore

MARCH 28, 2017

Customer service trends are today driven by the need to meet consumer expectations. The main challenge in customer service strategy today lies in its ability to adapt to these changes and to grow in complexity, especially as it becomes increasingly crucial to the success of a company.

Customer Service 100

Customer Service Customer Service Strategies Trends Innovation 100

Forrester

APRIL 10, 2017

The new Forrester Wave TM : Customer Feedback Management Platforms, Q2, 2017 (paywall) is live! To score these vendors, we developed a comprehensive set of evaluation criteria in three high-level buckets: Current offering, strategy, and market presence. Read more Categories: Customer Experience. voice of customer.

Feedback 73

Feedback Management Voice of Customer System 73

ShepHyken

JULY 31, 2017

Each week I read a number of customer service and experience articles from various online resources. Here are a number of examples of how the hotel industry can deliver better service and a customer experience. Why does my business have such angry customers? My Comment: Why do certain businesses create angry customers?

Net Promoter Score 0

Net Promoter Score Customer Service Hotels Effort Score 0