Experience Matters

JUNE 12, 2017

That’s why Temkin Group has been measuring forgiveness for several years in the U.S. This year we’re publishing the 2017 Temkin Forgiveness Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 […].

Groups 120

Groups Loyalty Industry Measurement 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

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

Experience Matters

MAY 8, 2017

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2017.

Report 214

Report Groups Analysis Consumers 214

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

Amity

DECEMBER 21, 2017

Below is our annual holiday reading list, the best articles of 2017, curated, organized, and ready to be enjoyed. 2017 Rewind: Your Customer Success Playlist. You can’t prove it if you can’t measure it! Below are some pieces around measuring Customer Success and leveraging automation.

Customer Success 107

Customer Success Tips Video Measurement 107

Experience Matters

JANUARY 17, 2017

We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2017. During Q3 of 2016, we surveyed 800 IT decision-makers from companies with at least $250 million in annual revenues, asking them to rate both the products of and their relationships with 62 different tech vendors.

Report 120

Report Groups Survey Data 120

Experience Matters

JANUARY 17, 2017

We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2017. During Q3 of 2016, we surveyed 800 IT decision-makers from companies with at least $250 million in annual revenues, asking them to rate both the products of and their relationships with 62 different tech vendors.

Report 120

Report Groups Survey Data 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! 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

BlueOcean

MARCH 20, 2017

The virtual classroom of 2017 is a thing of beauty. Measuring the quality and productivity of the work-at-home agent is the same process as in-house; agents are held accountable to the same key performance indicators, and they are frequently asked to self-evaluate their delivery of the customer experience. The Virtual Classroom.

Customer Care 189

Customer Care Contact Center Call Center Average Handle Time 189

Storyminers

JUNE 3, 2022

We’ve updated it for 2017. 2017 Answer. 2017 will be the year of smarter customer experiences. Numbers are just measures of things that we know how to measure, but they don’t typically tell the full story. Not everything that matters to customers can be measured and not everything we measure matters to them!

Trends 147

Trends Customer Experience Wireless Entertainment 147

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

InteractionMetrics

MAY 4, 2017

The post May 2017: Dedicated to Improving Customer Service & Measuring CX ROI appeared first on Interaction Metrics. They’ll be presenting “10 Laws You Need to ACE the Customer Experience.” Attendees will learn how to improve customer service […].

ROI 40

ROI Measurement Customer Service Metrics 40

Provide Support

APRIL 7, 2020

© 2003 - 2017 Provide Support LLC. The post How to Measure your Customer Service Team Performance appeared first on Live Chat, Customer Service Blog | Provide Support. With Provide Support live chat statistics tool you can easily track how many chats your live chats agents get, how fast they respond and how many chats they miss. (.).

Measurement 59

Measurement Customer Service How To Customers 59

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. How smart brands measure customer intelligence ROI. Global uncertainty. Credit: SiriusDecisions. RELATED RESOURCES.

Trends 0

Trends Social Media Advertising e-support 0

SuiteCX

FEBRUARY 7, 2017

Measure and test –reinforce the value of testing and failing. Step 6 – Measure and Test. Here is to a growth oriented 2017! Develop new products and services, new business models and pricing to help you maximize the value of your assets and your customer relationships. Reduce your costs on things that customers don’t value.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

SuiteCX

FEBRUARY 7, 2017

Measure and test –reinforce the value of testing and failing. Step 6 – Measure and Test. Here is to a growth oriented 2017! Develop new products and services, new business models and pricing to help you maximize the value of your assets and your customer relationships. Reduce your costs on things that customers don’t value.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

Clarivate

SEPTEMBER 18, 2023

This year marks the 50th anniversary of Dr. Small’s seminal paper, “ Co-citation in the scientific literature: A new measure of the relationship between two documents ”, published in the Journal of the American Society for Information Science in 1973. Garfield and his indelible impact on the scholarly community.

Conference 119

Conference Analysis Policies Innovation 119

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

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. Measure the Right Things. Metlife had similar findings in its 2011 Annual U.S.

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

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

ShepHyken

SEPTEMBER 18, 2017

CX measurement: 5 critical mistakes you must avoid by Colin Shaw. MyCustomer) CX improvement measurement often misses a few other areas. To that end, here are five critical mistakes you can’t make in CX measurement. My Commenrt: It often surprises me when companies don’t measure their customer experience (CX).

Customer Service 82

Customer Service Hospitality Customer Centricity Competitive Advantage 82

Vocalabs

FEBRUARY 27, 2018

2017 Results for the National Customer Service Survey are out. We recently released our 2017 report for the National Customer Service Survey on banking customer service, tracking customer service performance at Bank of America, Chase, Citi, and Wells Fargo. Peter Leppik. Tue, 2018-02-27 16:30. About Vocalabs.

Survey 48

Survey Customer Service Banking Metrics 48

Storyminers

JULY 7, 2020

How do you expect customer expectations to change in 2017? What’s the most important thing contact center managers should prepare for in 2017? 2017 won’t be a year of ‘one thing changes one time’. At most contact centers, there will be several waves of change within the 2017 calendar year. Why doesn’t Target offer that?

Contact Center 147

Contact Center Customer Expectations Management Wireless 147

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

Talkdesk

MAY 31, 2017

Following the success of Opentalk 2017, the entire Talkdesk team has been hard at work preparing this month’s exciting product release. Beginning in May 2017, Talkdesk users can enjoy the following features: Open Beta: Talkdesk Sentiment in Salesforce. The post May 2017 Product Release appeared first on Talkdesk.

Omni-Channel 40

Omni-Channel Call Center Effort Score Call Recording 40

ClientSuccess

JULY 31, 2017

We’re excited to announce that we were awarded the SIIA 2017 CODiE Award for Best Customer Success Management Solution. 2017 Best Customer Success Management Solution. SIIA’s 2017 Business Technology CODiE Award winners are some of the most innovative products impacting businesses across the world. “We

Customer Success 40

Customer Success Management eBook Innovation 40

Storyminers

JANUARY 12, 2017

We’ve updated it for 2017. 2017 Answer. 2017 will be the year of smarter customer experiences. Numbers are just measures of things that we know how to measure, but they don’t typically tell the full story. Not everything that matters to customers can be measured and not everything we measure matters to them!

Trends 171

Trends Customer Experience Wireless Entertainment 171

Second to None

OCTOBER 23, 2018

In 2017, 954 pizza chain establishments opened in North America in addition to the already saturated market.[1] Customer Experience measurement programs like mystery shopping can help brand leadership retain a consistent identity throughout all levels of the organization by offering unbiased branch performance data. 1,2,3,4 [link].

Brands 74

Brands Measurement Customer Centricity Poor Customer Service 74

Confirmit

JANUARY 9, 2018

Even companies that have an advanced CX measurement program need to innovate further to remain relevant and effective. That’s because of three trends that are disrupting how companies measure customer experience. Three trends are disrupting how companies measure customer experience (CX). Download this report to learn more.

Measurement 40

Measurement Report Trends Innovation 40

Confirmit

JANUARY 9, 2018

Even companies that have an advanced CX measurement program need to innovate further to remain relevant and effective. That’s because of three trends that are disrupting how companies measure customer experience. Three trends are disrupting how companies measure customer experience (CX). Download this report to learn more.

Measurement 40

Measurement Report Trends Innovation 40

ShepHyken

OCTOBER 23, 2017

Huffington Post) High performing customer service organizations are changing and redefining performance metrics to better align how they measure service delivery success to their customer expectations, according to the worldwide state of customer service research by Salesforce. The Most Costly Mistake In Business by Vala Afshar.

Customer Service 74

Customer Service Retail Customer Service Training Measurement 74

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

As a result, the ways we measure, analyze and improve the experience are becoming more and more sophisticated. What are some of the customer experience trends we’ll see through the end of 2017 and into 2018? Most have realized it takes a combination of measurements to get it right. It’s time to get to work.

Trends 244

Trends Net Promoter Score Effort Score Banking 244

Talkdesk

JUNE 22, 2017

CSAT scores are a great way to measure customer happiness because of the system’s simplicity and versatility. The post June 2017 Product Release appeared first on Talkdesk. Today, we’re pleased to announce two new additions to the feature that provide even more customization and deeper customer insights.

Call Center 40

Call Center Report Metrics Customer Journeys 40

Customer Bliss

DECEMBER 22, 2016

This post originally appeared on the CCO 2017 website. To me, once company leaders recognise this ROI, this distinctive and really simple measure of customer experience, it drives the importance and the need to care about the ‘why’. Are you keeping more customers than you lose? Why are we losing customers? Why are they less engaged?

Chief Customer Officer 0

Chief Customer Officer Omni-Channel Social Media Leadership 0