Experience Matters

FEBRUARY 26, 2018

Employee Engagement is one of Temkin Group’s Four CX Core Competencies. In other words, you can’t be customer-centric unless you have a highly engaged workforce. Make sure to visit our Employee Engagement Page. Here are links to download different versions of the infographic: Infographic: in .png png format, in .pdf

Employee Engagement 218

Employee Engagement Infographics Engagement Customer Centricity 218

Experience Matters

APRIL 20, 2017

We are finally seeing a movement by the general business world to seriously focus on the role and value of employees, which is why “Embracing Employee Engagement” is one of our 2017 CX Trends. Temkin Group has viewed employee engagement as a critical foundation for customer experience since our inception.

Employee Engagement 218

Employee Engagement Employee Experience Engagement Trends 218

Experience Matters

APRIL 3, 2017

We just published a Temkin Group report, 2017 Temkin Experience Ratings, UK. This is the same customer experience benchmark that we’ve been publishing for U.S. firms over the past seven years. The UK Temkin Experience Ratings is a cross-industry, open-standard benchmark of customer experience.

Report 185

Report Groups Consumers Industry 185

Customer Bliss

DECEMBER 28, 2017

This process engages both the customer and the organization’s leaders, allowing them to unify their decision-making skills and create an accountability forum. What will CX Look Like in 2017? Having a customer experience room/lab is an integral part of understanding the customer experience. Click To Tweet.

Self Service 141

Self Service Customer Experience Chatbots Chief Customer Officer 141

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. As predicted by Gartner , 89% of businesses will compete primarily on customer experience by 2017.

Customer Experience 172

Customer Experience Hotels Survey Loyalty Programs 172

Vonage

FEBRUARY 23, 2017

As the lifeblood of any business, it’s vitally important that you engage with your customers. Salesforce found that 56 percent of customers feel a strong connection to organizations who engage on social media, proving that social media provides a platform for you to do it on their level. Share your thoughts below.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

Alida

JUNE 1, 2017

Launch and Lifestyle Marketing Manager Eric Angeloro will share customer engagement best practices to support the go-to-market strategy for the Cadillac CT6 PLUG-IN. Enhancing employee engagement represents a tremendous opportunity for auto manufacturers, retailers and finance companies, all of whom have direct contact with vehicle owners.

Automotive 157

Automotive Conference Retail Employee Engagement 157

Beyond Philosophy

DECEMBER 25, 2017

So, celebrate your successes for 2017 but prepare for new challenges in 2018. As the hustle and bustle of 2017 come to a close, here is a list of our top ten Customer Experience concepts to get your new year off to an emotionally engaging start. We all engage in irrational behavior. Miss the Improvements in NPS?

Net Promoter Score 119

Net Promoter Score NPS Advertising e-support 119

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”. Web customer service is a subset of digital engagement, eGain’s area of focus for over 15 years. If you are a Gartner client, you can access it on www.Gartner.com.

CRM 64

CRM Customer Engagement Engagement B2C 64

Calabrio

JANUARY 19, 2017

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. Companies Will Deploy Employee Engagement Practices Geared Toward Millennials. Engaged employees = #customerengagement.

Customer Satisfaction 100

Customer Satisfaction Brands Strategy Contact Center 100

Kerry Bodine

FEBRUARY 6, 2017

In 2017, brands shouldn’t be fumbling around to pull off a successful Super Bowl ad. But in 2017, big brands’ servers should be robust enough respond to each customer’s web request in milliseconds. Engage with people who mention you. And yet, errors and missed opportunities abounded in last night’s game.

Social Media 120

Social Media Advertising Customer Experience Professionals Brands 120

ShepHyken

SEPTEMBER 15, 2017

This week we feature an article by Lindsay Tjepkema who writes about how artificial intelligence marketing (AIM) is becoming more important to our success in engaging with customers. In order to succeed and engage with their customers in real and meaningful ways, marketers need to be ready to embrace this new wave of marketing intelligence.

Customer Engagement 196

Customer Engagement Engagement Marketing Fashion 196

ClearAction

DECEMBER 31, 2016

2017 Customer Experience Resolutions Lynn Hunsaker. What’s new in 2017 customer experience management? Repurchase and engagement are natural when you help customers achieve their aim. The post 2017 Customer Experience Resolutions appeared first on ClearAction Customer Experience Consulting.

Customer Experience 81

Customer Experience Customer Journeys Roadmap Customers 81

InMoment XI

MAY 4, 2022

However, the study’s 2017 findings, titled “ Work Redefined: A New Age ” focused on what companies can do to inspire loyalty: “With so much change, employees are looking for more stability, protection, and a safeguard against disruption. Metlife had similar findings in its 2011 Annual U.S. Solicit Employee Feedback.

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

BlueOcean

MARCH 20, 2017

The virtual classroom of 2017 is a thing of beauty. The only difference in performance management for WAH agents is that our coaches and WAH agents engage in live coaching sessions via Jabber, with the ability to text, talk, use video, and share live screens and files rather than sitting side-by-side. The Virtual Classroom. Let’s chat.

Customer Care 189

Customer Care Contact Center Call Center Average Handle Time 189

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. Forrester Research is predicting more espionage, ransomware and privacy breaches in 2017. In its annual predictions, Fortune says the merger boom will keep on rolling in 2017. Global uncertainty.

Trends 0

Trends Social Media Advertising e-support 0

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”. Web customer service is a subset of digital engagement, eGain’s area of focus for over 15 years. If you are a Gartner client, you can access it on www.Gartner.com.

CRM 40

CRM Customer Engagement Engagement B2C 40

Esteban Kolsky

JANUARY 27, 2017

This is the final topic: Customer Experiences and Engagement. Engagement is a more modern topic (one that my good friend Paul Greenberg has chosen as the topic for his next book – due end of this year hopefully), and I wrote a detailed report in 2013 with Thunderhead about it, after interviewing some 40+ CMOs across the world.

Engagement 60

Engagement Customer Experience Case Study Study 60

Esteban Kolsky

JANUARY 27, 2017

This is the final topic: Customer Experiences and Engagement. Engagement is a more modern topic (one that my good friend Paul Greenberg has chosen as the topic for his next book – due end of this year hopefully), and I wrote a detailed report in 2013 with Thunderhead about it, after interviewing some 40+ CMOs across the world.

Engagement 60

Engagement Customer Experience Case Study Study 60

Avaya

SEPTEMBER 15, 2016

To that end, I am excited about the recent alignment between IAUG’s flagship customer event, Avaya ENGAGE sm , and Avaya’s global corporate event strategy. Beginning in 2017, Avaya and IAUG will come together to host their first truly joint event. Avaya ENGAGE will still focus on driving value to Avaya customers and partners.

Engagement 0

Engagement Competitive Advantage Groups Course 0

CX Journey

MARCH 7, 2018

It appeared on their blog on October 18, 2017. Gallup says that engaged employees “stand apart from their not-engaged and actively disengaged counterparts because of the discretionary effort they consistently bring to their roles. Employee happiness is a function of engagement and satisfaction. There are differences.

Engagement 130

Engagement Employee Engagement Feedback Innovation 130

transcosmos Information Systems

DECEMBER 27, 2016

Cutting-edge technologies will continue to dominate in 2017. Without further ado, here are the top IT trends for 2017 that are likely to impact in varied ways those in the business and tech sectors: The Rise of the Bots. Customers are engaging with business on their mobile devices at every opportunity they could have.

Trends 0

Trends e-support Healthcare Technology 0

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. Here are five topics likely to headline 2017. 2017 will truly be a mobile-first year. The post CX Predictions and Tips for 2017 appeared first on Clicktools. Mind the millennials.

Tips 58

Tips Customer Journeys Multi-Channel Gamification 58

Verint

MARCH 15, 2017

Have you or someone within your organization used Verint software—including Contact Solutions, Telligent, Adtech and OpinionLab—to optimize customer engagement? If so, then be sure to submit a nomination for the 2017 Engage Global Customer Awards!

Engagement 34

Engagement Customer Satisfaction Loyalty Customer Engagement 34

Peter Lavers

JANUARY 10, 2017

We’re pleased to announce that Peter Lavers will attend the IBM Amplify 2017 conference in Las Vegas in March in his role as a Watson Commerce Futurist. The post IBM Amplify 2017 appeared first on Think CX. Read the conference website.

Omni-Channel 40

Omni-Channel Conference Analytics Trends 40

Verint

MAY 23, 2017

The 2017 Engage Global Customer Conference in sunny Orlando, Florida has kicked off and is going strong! We are delighted to welcome users of solutions and services from Verint as well as the latest additions to our family of companies—Telligent, Contact Solutions and for the first time, OpinionLab.

Conference 36

Conference Engagement Customers Company 36

Bold360

JUNE 22, 2017

Nanorep is Gearing Up for Chatbot Summit Berlin 2017, Attending as Sponsors, Speakers, and Looking Forward to Meeting You at Booth 31. Nanorep is gearing up for Chatbot Summit 2017 , taking place in Berlin Germany on June 26th. Come check us out at Booth 31, and introduce yourselves! We hope to see you there.

Chatbots 69

Chatbots Self Service Leadership Technology 69

ShepHyken

JULY 31, 2017

Three Easy Ways to Engage Your Customers by Jeff Toister. Toister Solutions) Here are three ways you can engage your customers that cost little to no money and take just a small amount of effort. This time he shares three simple ideas on the hot topic of customer engagement. Follow on Twitter: @Hyken.

Net Promoter Score 0

Net Promoter Score Customer Service Hotels Effort Score 0

ReviewTrackers

MAY 8, 2017

To help your leaders and managers in your organization become CX experts, we compiled a list of customer experience conferences and events to attend this 2017. When: July 4 to 5, 2017. When: June 5 to 7, 2017. When: May 16 to 17, 2017. When: June 20 to 21, 2017. When: July 17 to 19, 2017. Where: London, UK.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Verint

MAY 25, 2017

Activities continued this week in Orlando as part of the Verint Engage 2017 Global Customer Conference at the Loews Royal Pacific Resort. Click here for a look back at how the event opened.

Conference 39

Conference Engagement Customers Customer Focused 39

Influitive

NOVEMBER 27, 2017

Advocamp 2017 promises to be the best year of the conference yet, with speakers like Sean Ellis, Jonah Berger, and Geoffrey Moore lined up and ready to share strategies for explosive, advocate-fueled growth. Advocamp is the largest customer advocacy, experience, and engagement conference, happening this year in San Francisco, December 6-8th.

Conference 53

Conference Marketing Engagement Strategy 53

ReviewTrackers

OCTOBER 3, 2017

Innovation was the highlight at last week’s 2017 SHSMD Connections, the annual conference for healthcare marketing, public relations and communications, and strategic planning professionals. Engagement Plan. Berg and Ochu said it’s important to advance strategies by understanding your audience and using the language that they speak. .

Connections 56

Connections Healthcare ROI Metrics 56

Clarabridge

DECEMBER 28, 2016

It’s time to make your resolutions for 2017. Get rid of practices that don’t provide efficient customer experience management, like long surveys, slow social engagement, or keeping your data in silos. Do you engage every customer that asks for support? Request a demo to see how we can get your 2017 off to a great start!

Customer Experience Management 40

Customer Experience Management Analysis Feedback Customer Insights 40

Clarabridge

DECEMBER 28, 2016

It’s time to make your resolutions for 2017. Get rid of practices that don’t provide efficient customer experience management, like long surveys, slow social engagement, or keeping your data in silos. Do you engage every customer that asks for support? Request a demo to see how we can get your 2017 off to a great start!

Customer Experience Management 40

Customer Experience Management Analysis Feedback Customer Insights 40

Alida

MAY 5, 2021

In July 2017, the Pennsylvania Lottery launched the Pennsylvania Lottery Insiders online research community powered by Alida (formerly Vision Critical).

Retail 130

Retail Groups Feedback Engagement 130