Experience Investigators by 360Connext

SEPTEMBER 5, 2023

“Among all customers, 73% point to experience as an important factor in their purchasing decisions, behind price and product quality.” ( PWC, Consumer Intelligence Series, Experience is everything: Here’s how to get it right, 2018 ) So your first step is to understand WHY most people in your organization are actively trained NOT to think this way.

Customer Centricity 271

Customer Centricity Customer Journeys Connections Feedback 271

Kerry Bodine

JUNE 5, 2019

I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journeys & Journey Maps. There are various schools of thought on how granular a journey should be. Journey Measurement. What is the “right” level?

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

Kerry Bodine

JUNE 5, 2019

I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journeys & Journey Maps. There are various schools of thought on how granular a journey should be. Journey Measurement. What is the “right” level?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journeys & Journey Maps. There are various schools of thought on how granular a journey should be. Journey Measurement. What is the “right” level?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. 2 for Companies.

Contact Center 106

Contact Center Report Customer Journeys Customer Centricity 106

Lithium

JANUARY 29, 2019

2018 brought with it new data privacy concerns with GDPR in Europe, which led to quite a few insightful discussions. and of course discussions that were weighed in on.and finally some of our biggest news, the announcement of our merger with Spredfast ! Shout out to our 2018 Top 10! , , , , , , , , and.

Course 53

Course Customer Journeys Meeting Brands 53

Clarabridge

MAY 9, 2018

Breaking it Down with Best Practices and Brecht: C3 2018 Day 1 Recap. Our tenth annual Clarabridge Customer Connections Conference (C3) event kicked off Tuesday morning in the nation’s capitol at the Gaylord National Convention Center, right in Clarabridge’s backyard. With a roadmap to success, of course!

CEM 40

CEM Roadmap Contact Center Conference 40

CX University

JUNE 14, 2018

May 15, 2018. 10 Tips for Active Adult Learners If you are juggling the roles of partner, parent, employee, and student, you may be wondering how you are going to survive the summer and still complete your CX courses. Don’t forget to add time to work on your courses. Decide when you can comfortably complete each CX course.

Touchpoint 40

Touchpoint Course Customer Journeys Tips 40

Feedbackly

AUGUST 29, 2018

Anyone who has taken a basic business course has probably read a case study or two about economies of scale. The best way to do this is to start drawing up customer journey maps. A customer journey map is simply a visualization of all of the stages that your a person must complete in order to become your customer.

Customer Journeys 76

Customer Journeys Ecommerce Competitive Advantage Fashion 76

Lithium

JANUARY 29, 2019

2018 brought with it new data privacy concerns with GDPR in Europe, which led to quite a few insightful discussions. and of course discussions that were weighed in on.and finally some of our biggest news, the announcement of our merger with Spredfast ! Shout out to our 2018 Top 10! , , , , , , , , and.

Course 40

Course Customer Journeys Meeting Brands 40

Lithium

JANUARY 29, 2019

2018 brought with it new data privacy concerns with GDPR in Europe, which led to quite a few insightful discussions. and of course discussions that were weighed in on.and finally some of our biggest news, the announcement of our merger with Spredfast ! Shout out to our 2018 Top 10! , , , , , , , , and.

Course 40

Course Customer Journeys Meeting Brands 40

Lithium

JANUARY 29, 2019

2018 brought with it new data privacy concerns with GDPR in Europe, which led to quite a few insightful discussions. and of course discussions that were weighed in on.and finally some of our biggest news, the announcement of our merger with Spredfast ! Shout out to our 2018 Top 10! , , , , , , , , and.

Course 40

Course Customer Journeys Meeting Brands 40

Lithium

JANUARY 29, 2019

2018 brought with it new data privacy concerns with GDPR in Europe, which led to quite a few insightful discussions. and of course discussions that were weighed in on.and finally some of our biggest news, the announcement of our merger with Spredfast ! Shout out to our 2018 Top 10! , , , , , , , , and.

Course 40

Course Customer Journeys Meeting Brands 40

Lithium

JANUARY 29, 2019

2018 brought with it new data privacy concerns with GDPR in Europe, which led to quite a few insightful discussions. and of course discussions that were weighed in on.and finally some of our biggest news, the announcement of our merger with Spredfast ! Shout out to our 2018 Top 10! , , , , , , , , and.

Course 40

Course Customer Journeys Meeting Brands 40

Lithium

JANUARY 29, 2019

2018 brought with it new data privacy concerns with GDPR in Europe, which led to quite a few insightful discussions. and of course discussions that were weighed in on.and finally some of our biggest news, the announcement of our merger with Spredfast ! Shout out to our 2018 Top 10! , , , , , , , , and.

Course 40

Course Customer Journeys Meeting Brands 40

Experience Investigators by 360Connext

NOVEMBER 17, 2020

” Of course, I was proud of my kids for being polite. Get a card in the mail to say thank you for being a customer for a year, or two or twenty! While it’s great to send personal notes, of course, it’s possible to get creative. Christopher Moloney (@Moloknee) September 2, 2018. Great company!

How To 372

How To Airlines Social Media Tips 372

ijgolding

JANUARY 14, 2019

In 2018, the Customer Experience Professionals Association (CXPA) celebrated its 7th birthday. In 2011, the creation of the CXPA saw the competencies and capabilities practiced by those working in the field of customer experience as a profession for the first time. In 2018, I flew 127 times. You guessed it – KLM.

Customer Experience 246

Customer Experience Airlines Customer Journeys Customer Centricity 246

BlueOcean

JANUARY 22, 2019

And then, of course, you need to empower agents to make decisions. As customer service leader Paul R. Also read this: Customer Journey Mapping in the Contact Center. or: Secrets to Incredible Customer Service with Paul R. In 2018, Nike gave us all a master class in taking a stand.

Consumers 204

Consumers Trends Customer Experience Strategy 204

CX Journey

AUGUST 22, 2018

I’ll be talking about all three in Austin, but my main focus will be on that second dimension — how we can identify hassle and eliminate it from our customer journeys. One of the biggest surprises for me after the release of Be Your Customer’s Hero was the number of people who commented that they used it with their internal teams.

Customer Journeys 68

Customer Journeys Tips Customers Contact Center 68

Confirmit

FEBRUARY 20, 2018

It’s that time of year again – the 2018 ACE Awards are open for business. This is one of the highlights of the year for us, and I know the awards are something that our customers get very excited about too. In addition, we know that many of the most successful CX programs out there are harnessing the power of multi-channel.

Multi-Channel 40

Multi-Channel Contact Center B2B Customer Voice 40

ijgolding

OCTOBER 25, 2018

Of course, they got my name from the Caller ID registered in their system, but this is a classic example of what we call Basic Personalization , and it works. This is omnichannel customer experience to a tee, and we’re all experiencing it every day in the places we are most likely to do business with again tomorrow.

Customer Experience 167

Customer Experience Customer Journeys Touchpoint Multi-Channel 167

CX University

MAY 23, 2020

A monthly newsletter for Upgraded Online Course Subscribers. Insights from the 2018 Customer Experience Conference at The Conference Board. Customer experience is best when it fits with the emotions of your customers. Also, map the most important journeys your customers have with your product or service.

Customer Journeys 52

Customer Journeys Conference NPS Video 52

Experience Investigators by 360Connext

NOVEMBER 22, 2022

” Of course, I was proud of my kids for being polite. Get a card in the mail to say thank you for being a customer for a year, or two or twenty! While it’s great to send personal notes, of course, it’s possible to get creative. Christopher Moloney (@Moloknee) September 2, 2018. Great company!

How To 143

How To Airlines Social Media Tips 143

Currency Alliance

DECEMBER 18, 2017

There are of course many trends taking shape, but we thought we would take a look at what we consider to be the three top loyalty trends for 2018, and the implications of these for both brands and customers. Brands are going to have to make a real effort to be transparent with customers in 2018.

Loyalty 49

Loyalty Trends Brands Loyalty Programs 49

NICE inContact

AUGUST 21, 2018

How will we top Interactions 2018? Raising the bar on the customer journey. And, of course, listening to what our customers tell us is most important to them. By leading the charge in industry trends. Even more hot topics and incredible speakers. this is our first opportunity to come to an Interactions event.

Interaction 121

Interaction Entertainment Roadmap Conference 121

CX Journey

FEBRUARY 7, 2019

This post originally appeared on the DoingCXRight blog on July 10, 2018. Whether you're new to CX or looking to expand your current knowledge, it is important to learn about what, when, and how to develop personas so that you can serve your customers better. quotes/verbatims) Photographs to “humanize” customers When to Create Personas?

Customer Journeys 107

Customer Journeys Video Course Touchpoint 107

Customer Bliss

NOVEMBER 13, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Click here to learn more about the course and enroll. .

Chief Customer Officer 174

Chief Customer Officer Video Course Policies 174

Kayako

APRIL 29, 2019

And with good reason, customer-centric culture is the backbone of good customer experience. Richard Branson famously said “If you look after your staff well, they will look after your customers. These insights can be just as useful to drive ongoing improvements to the customer journey. Will there be mistakes?

Customer Service 163

Customer Service Guidelines Employee Engagement Customer Journeys 163

Horizon CX

DECEMBER 31, 2018

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin. Customer Journey Mapping is another case in point.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

CX Accelerator

MAY 28, 2019

What to know the topic of our highest-attended and most successful training event of 2018? Of course, not all your training sessions should look like this, but why not do a “special” training event once a quarter on a topic that is sure to get folks excited? Photography. That’s right. Employees loved it.

Culture 140

Culture Contact Center Customer Journeys Groups 140

Experience Investigators by 360Connext

MAY 17, 2018

The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired. They rarely have full visibility into the customer journey. Jeannie Walters (@jeanniecw) May 8, 2018.

Leadership 161

Leadership Culture Customer Experience Professionals Customer Centricity 161

Customer Bliss

DECEMBER 18, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Click here to learn more about the course and enroll. .

Banking 166

Banking Chief Customer Officer Video Course 166

Thunderhead

MARCH 25, 2019

Customer Experience is getting the recognition it has long deserved. In 2018, Thunderhead was named as a Leader in the Forrester Wave for Customer Journey Analytics for the second time. The Wave is comprised of two reports: Journey Orchestration and Visioning.

Customer Journeys 40

Customer Journeys Customer Centricity Analytics Report 40

BlueOcean

JANUARY 9, 2018

Artificial intelligence in the contact center is one significant piece of the puzzle that is omni-channel customer service. With integration between live chat, video chat, SMS, web forums, email, social, self-serve apps, and, of course, voice, the omni-channel experience must be seamless. Related Articles.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

Second to None

SEPTEMBER 20, 2018

They are the instant portal to the way we socialise, bank, communicate, entertain ourselves and, of course shop. It’s no wonder then that as customer habits transitioned further towards mobile, Google answered. On the March 26th of 2018, Google announced that they were rolling out mobile-first indexing. Let’s dive in.

Ecommerce 54

Ecommerce Customer Experience Customer Journeys How To 54

Customer Guru

DECEMBER 13, 2017

Without a customer-centric vision and leadership, CX initiatives are bound to fail. In her latest Forbes article, Blake Morgan – a leading CX authority – discusses the five trends that will shape CX in 2018. This is, of course, the biggest miss I have seen throughout my experience of working as a CX professional.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Experience Investigators by 360Connext

OCTOBER 9, 2019

Of course not. Why do we treat customer experience as if it’s a project and not just part of the business? If CX is a short-term mission of creating a journey map or setting up a reminder that we should put customers first, then we’re doing things wrong. That would be silly. Time to take action.

Customer Experience 110

Customer Experience CEM Net Promoter Score Customer Journeys 110