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. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

Trends 153

Trends Customer Engagement Engagement Contact Center 153

Storyminers

JANUARY 24, 2017

This article appeared first January 10, 2017 at SharpenCX.com. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device. How do you expect customer expectations to change in 2017? Here’s what we learned.

Contact Center 133

Contact Center Omni-Channel Brands Hospitality 133

Customer Bliss

DECEMBER 28, 2017

It’s one of the most direct ways for a company to see first-hand what their customers go through to interact with them. It's one of the most direct ways for a company to see first-hand what their customers go through to interact with them. What will CX Look Like in 2017? Click To Tweet.

Self Service 141

Self Service Customer Experience Chatbots Chief Customer Officer 141

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

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. May 9 & 10 in Chicago. August 16 & 17 in San Francisco. Save the date: October 3 & 4 in Boston.

Customer Journeys 120

Customer Journeys Exercises Tips Course 120

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. And I ought to know.

Contact Center 120

Contact Center Connections Conference Case Study 120

ijgolding

JANUARY 4, 2017

When it comes to the world of Customer Experience, business people and Customer Experience Professionals all around the world will be thinking of and dreaming about, a more customer centric 2017. Rather than describing what I observed in 2016 specifically, I want to encourage people to think about what they should be doing in 2017.

Customer Experience 148

Customer Experience Customer Centricity Customers Government 148

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

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

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. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

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. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

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. Understanding the Anatomy of an Interaction could be the key.

Net Promoter Score 119

Net Promoter Score NPS Advertising e-support 119

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! Here’s our list of the best articles from last year to help you understand the trends and show how you can provide an amazing customer experience in 2017.

Customer Experience 120

Customer Experience Effort Score Chief Customer Officer Customer Centricity 120

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. While customer engagement keeps its place as a top priority, in 2017, companies will broaden their focus to include employee engagement, particularly for Millennials.

Customer Satisfaction 100

Customer Satisfaction Brands Strategy Contact Center 100

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. Give Employees the Time They Need.

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

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

ReviewTrackers

FEBRUARY 22, 2017

South by Southwest (SXSW) will take place from March 10 through March 19, 2017 in Austin – and we here at ReviewTrackers are thrilled to be taking part in this epic event with an event of our own, The Customer Social. Our team is heading back to Austin this year, and you’ll be seeing ReviewTrackers at major SXSW Interactive events.

Interaction 63

Interaction Meeting e-support Innovation 63

Steve DiGioia

JANUARY 9, 2017

I felt so foolish when I realized it was just another way to interact with the online customer. The post Here’s Why 2017 Might NOT Be The Best For Service appeared first on Steve DiGioia and was written by Steve DiGioia. Come on, do you really think Susan is there to answer your questions? Source: [link]. Source: [link].

Self Service 100

Self Service Chatbots Advertising Fashion 100

SuiteCX

FEBRUARY 7, 2017

Keep validating your data, and interacting with customers to find out the “what is driving behavior”, not just observing the behavior itself. Here is to a growth oriented 2017! Step 7 – Help Employees increase their productivity and understand what you are trying to deliver. Conclusion. With hard work and focus you can do this.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

SuiteCX

FEBRUARY 7, 2017

Keep validating your data, and interacting with customers to find out the “what is driving behavior”, not just observing the behavior itself. Here is to a growth oriented 2017! Step 7 – Help Employees increase their productivity and understand what you are trying to deliver. Conclusion. With hard work and focus you can do this.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

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. When: July 4 to 5, 2017.

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. Here are five topics likely to headline 2017. 2017 will truly be a mobile-first year. Your customers should be able to comfortably interact across the entire journey only from their phone.

Tips 58

Tips Customer Journeys Multi-Channel Gamification 58

CSM Magazine

JANUARY 23, 2017

If we quickly look back to 2016, the continued investments in mobility and social integration have created a wealth of new, rich data and opened the floodgates with regards to interaction channels that are available to customers. The evolution of these areas has created a springboard effect in the trends for 2017.

CRM 40

CRM Multi-Channel User Experience Chatbots 40

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

Storyminers

JANUARY 24, 2017

This article appeared first January 10, 2017 at SharpenCX.com. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device. How do you expect customer expectations to change in 2017? Here’s what we learned.

Contact Center 50

Contact Center Omni-Channel Brands Hospitality 50

Talkdesk

DECEMBER 13, 2016

Talkdesk is bringing these heroes together next April for Opentalk 2017 to discuss and reshape trends in customer communication. Here’s a quick rundown of the details: Dates : April 25 -26, 2017. The post Announcing Opentalk 2017 appeared first on Talkdesk. There are other customer heroes like you.

Omni-Channel 40

Omni-Channel Communication Course Trends 40

Bold360

JANUARY 5, 2017

Now that 2017 has come, we have to take stock of how we fared in the crazed holiday season. If your customer started an interaction in one place and wanted to transition to another channel like chat and got lost along the way, you lost business. … or be swept back by the tide as the competition races forward. Let’s look at some facts.

Self Service 65

Self Service e-support Travel Customer Service Strategies 65

ShepHyken

MAY 22, 2017

My Comment: While this article focuses on seven customer service tips for the phone, they are also appropriate for other interactions with your customers, including face-to-face. None of these allow for human-to-human interaction. 2017 Customer Experience Lessons from the Airline Industry…So Far by Sarah Frazier.

Customer Service 82

Customer Service Airlines Self Service Tips 82

Clarabridge

JANUARY 4, 2017

Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. When consumers have friendly customer service interactions online, they are 20% more likely to reach a resolution and 25% more likely to be satisfied 3. 52% stop buying after a bad customer service interaction 2.

Customer Experience 51

Customer Experience Self Service Return on Investment Competitive Advantage 51

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. Seeking Seamless Customer Service for Financial Industries.

Self Service 63

Self Service Financial Banking Exercises 63

ReviewTrackers

APRIL 10, 2017

Key Takeaways from ReviewTrackers Local Search and Online Reviews Survey 2017. In January 2017, ReviewTrackers reached out to a U.S.-based Over 50 percent of consumers often or always check out online reviews, while only 34 percent seek out information on discounts and pricing. based consumer panel with a 39-item, two-part survey.

Survey 101

Survey Social Media Automotive Analysis 101

Experience Matters

JULY 21, 2017

After an inspiring weekend at the 2017 World Congress of Positive Psychology in Montreal, I decided to take a look at some of our data that connects positive psychology with customer experience. The data represented more than 106,000 interactions across 20 different industries. The answer is yes!

Consumers 227

Consumers Company Connections Interaction 227

Customer Bliss

JANUARY 20, 2022

The reason First Direct went in this direction is that is what their best customers told them, “Kibosh the interactive voice response and get me to a real person.” First Direct’s is equally as swift, personal and helpful in mobile, social and Internet interactions. You call, and a human being answers that is ready to help.

Case Study 148

Case Study Banking Study Hospitality 148

Amity

JANUARY 27, 2017

Lincoln Murphy recently published “ Customer Success: The Definitive Guide 2017 ” in which he defines Customer Success as occurring “when your customers achieve their Desired Outcome through their interactions with your company” There are two things I really like about this definition.

Customer Success 48

Customer Success B2B Customers Industry 48

Team HGS

JUNE 14, 2017

2017 Trend 3: The Beginning of Channel Guidance. In 2017, companies are starting to switch from offering a wide array of channel options and letting customers choose their preferred channel, to strategically guiding customers in their online help centers to the best channel for resolution, depending on the reason for contact.

Self Service 52

Self Service Trends Multi-Channel Effort Score 52

Talkdesk

OCTOBER 10, 2017

Dreamforce 2017 is approaching quickly and we couldn’t be more excited about a chance to participate in this year’s activities. We’ll be staffing the booth with our best contact center experts throughout the entire event, so make sure to come by our booth to get some practical tips on improving your customer interactions.

Contact Center 0

Contact Center Contact Center Software Meeting Tips 0

ReviewTrackers

FEBRUARY 10, 2021

And that’s by interacting with your brand in some way. Under corporate reputation management, there is a constant cycle, a loop of the different ways in which a consumer will interact with your brand. Remember Uber in 2017? In December 2017, Lyft announced its most recent round of funding increased to $1.5

Management 123

Management Social Media Culture Advertising 123