Alida

OCTOBER 18, 2018

Our flagship customer intelligence event in London was a great opportunity to discuss the latest innovations and product updates in the industry, the constantly evolving expectations of today’s consumer, and how to deliver a superior customer experience in 2018. Jemma, Etsy : I work in an unconventional insights function.

How To 113

How To Groups Customers Innovation 113

Alida

SEPTEMBER 21, 2018

The Customer Intelligence Summit brings together some of the brightest minds in research, marketing, customer experience and product innovation to discuss the latest trends, share best practices and discover the newest innovations in the industry. Marketers need to really understand who they’re trying to change. “As

Innovation 145

Innovation Feedback Customers Engagement 145

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 105

Contact Center Report Customer Journeys Customer Centricity 105

C3Centricity

APRIL 17, 2018

He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days. What a Customer First Strategy is not. ” I don’t agree!

Strategy 189

Strategy Customer Centricity Innovation Airlines 189

Experience Investigators by 360Connext

OCTOBER 17, 2018

We aim for an exceptional “journey” for our customers but are only referring to marketing. We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it. Is that odd? Probably, but I’m doing it anyway! Transformation.

Leadership 227

Leadership Culture Customer Centricity Report 227

ECXO

NOVEMBER 9, 2023

The European Customer Experience Organization (ECXO) is Proud to Present Karen Jaw-Madson – Innovator in ‘Culture Your Corporate Culture’ speaking about Connecting Culture, CX and EX for Impact When? Design of Work Experience and is a luminary in organizational excellence.

Culture 52

Culture Connections Contact Center Leadership 52

Customer Bliss

DECEMBER 14, 2018

As many of us are taking some much-needed downtime, I’m closing out the year by replaying some of my most popular episodes from 2018. Today’s episode, which many of you seemed to enjoy, features Amanda Sachs , General Manager, Customer & Partner Experience at Microsoft.

Chief Customer Officer 120

Chief Customer Officer Culture Competitive Advantage Leadership 120

Up Your Service

SEPTEMBER 14, 2018

Dreamforce is an annual user conference hosted by Salesforce in San Francisco, bringing together thought leaders, industry pioneers and thousands of marketing professionals. Some of the world’s most innovative minds come to Dreamforce every year to share their expertise. This year’s speakers include: ?

Chatbots 45

Chatbots Conference Innovation Tips 45

Comm100

DECEMBER 2, 2021

In 2021, evolving customer experience trends shook up the financial services industry. Customers demanded digital services to meet their needs, and as organizations rose to the demand, these high customer expectations led to innovative new services. Between 2018 and 2020, the adoption of chatbots increased by 67%.

Financial 232

Financial Trends Customer Experience Chatbots 232

Oracle

JANUARY 11, 2018

As we move into 2018, every SMB should ask these four questions: Are we on the right road to success? Almost every marketplace is going through massive transformation and disruption in customer experience. What worked to engage your customers in 2017, or earlier, may not bring you success in 2018.

eBook 53

eBook Social Media Customer Centricity Customer Expectations 53

Second to None

JUNE 5, 2018

He is a digital marketing specialist who has helped several businesses gain traffic, outperform competition and generate profitable leads. This can be done successfully by using CX tools, like journey mapping, which can be applied on a day-to-day basis for solving the obvious business challenges posed by the B2B CX strategy in 2018.

B2B 63

B2B Strategy Customer Journeys Voice of Customer 63

Hero Digital

JANUARY 23, 2019

Whether it’s the diminishing market cap of Macy’s on par with the worth of its real estate holdings or the power of Amazon to crush competition across sectors, many analysts posit that retail is dead. Omnichannel innovation is now required for all brands in the industry, from direct-to-consumer startups to traditional behemoths.

Retail 40

Retail Innovation Omni-Channel Chatbots 40

Oracle

NOVEMBER 5, 2018

Modern Customer Experience 2018 is heading to Europe and will take place in Amsterdam (November 6), Frankfurt (November 13), London (November 14), and Stockholm (November 15) with planned sessions on topics including keeping up with customer demands, expanding your network, the future of customer loyalty, and more.

Customer Experience 40

Customer Experience Hotels B2B Innovation 40

Lumoa

OCTOBER 31, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. HOWEVER, I also argue that despite that, too many consumers continue to endure ‘random’ or ‘unexpected’ experiences as a result of the inconsistent delivery of the end-to-end customer journey. Blockchain, GDPR) and coordination.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

C3Centricity

JUNE 28, 2018

What does a Head of Marketing (CMO) do in their average four-year tenure to ensure that they keep their job for longer? A 2012 global survey by the Fournaise Marketing Group provides one possible explanation. Let’s start at the beginning; marketers, what opportunities are there so that you can keep your job? Why is this?

Marketing 149

Marketing Analysis Brands ROI 149

Alida

FEBRUARY 22, 2017

To keep up with rising consumer and market expectations, an ever increasing number of companies are now prioritizing becoming customer-led. The race towards customer-centricity is driving some the biggest trends in business technology. The customer relationship management (CRM) market, for instance, reached $26.3

Customer relationships 180

Customer relationships CRM Customer Centricity Loyalty Programs 180

C3Centricity

JUNE 28, 2018

A 2012 global survey by the Fournaise Marketing Group provides one possible explanation. Perhaps it’s because CEOs don’t understand the role of a CMO or is there still an issue with the ROI of the marketing budget? Let’s start at the beginning; marketers, what opportunities are there so that you can keep your job?

Marketing 136

Marketing Analysis Brands ROI 136

CSM Magazine

MARCH 8, 2023

Recognising its potential above other systems available on the market at the time, NCS was the first to adopt the then newly launched all-in-one job management system. After a management buyout in 1901, the Eclipse Copper Company, market leaders in the development, design and manufacture of commercial water boilers, was born.

Customer Relationship Management 52

Customer Relationship Management CRM Financial System 52

West Monroe

JULY 30, 2023

Banks have had to make swift pivots in the first half of 2023 to maintain stability and deliver top-tier customer experiences amid ongoing uncertainty, inflationary pressures, and rising interest rates. While customer segmentation is likely accessible in lending customers, is it as accessible with deposit customers?

Banking 52

Banking Multi-Channel Financial Customer Centricity 52

Alida

NOVEMBER 1, 2018

Quantitative gives you hard numbers as to what people think or feel about your products, your services, your innovations, your companies and organizations. Cassie Mally, Director of UX Research at GoDaddy, illustrated the value of open-ended feedback in her session at the Customer Intelligence Summit 2018. Not very compelling.

Feedback 147

Feedback Exercises Analysis Effort Score 147

Qualtrics

DECEMBER 5, 2019

What is disruptive innovation? The term ‘disruptive innovation’ is attributed to Harvard professor of business Clayton Christiansen , who helped develop the concept in the 1990s. The result is a new way of doing things that makes previously high-end experiences accessible to the mass market.

Innovation 43

Innovation Brands Ecommerce Video 43

Answer Dash

OCTOBER 15, 2018

Our team at BrightTALK recently had a chance to interview a number of marketing professionals and get their thoughts and predictions about some of the key trends in B2B marketing. Now more than ever, marketers have a variety of new and traditional options in their toolboxes.

B2B 76

B2B Marketing Customer Experience Touchpoint 76

Second to None

APRIL 24, 2018

Now is the time to get on board the mobile marketing train. With so many small businesses and large companies alike optimizing their digital marketing efforts to reach people through smart devices, it is difficult to ignore this new trend without being left behind. Mistake One: Ignoring the Importance of Mobile Marketing.

Marketing 59

Marketing Advertising Social Media Voice of Customer 59

ijgolding

MAY 21, 2018

Products that were once seen as being ground-breaking, innovative and unique, can now be copied and manufactured for a fraction of the price by factories in China. Retail, in general, is an industry that contains companies completely failing to continually reassess their ‘why’, as marketing guru Simon Sinek would say.

Retail 186

Retail Leadership Case Study Financial 186

Call Experts

JANUARY 8, 2020

Now more than ever, it's relevant to understand and optimize your customer touchpoints. According to Forbes , "customer-centric companies are 60% more profitable than companies that don't focus on customers." AI powers innovation and success for your company! 10 Trends That Will Disrupt Customer Service in 2018.

Touchpoint 78

Touchpoint Self Service Customer Journeys Contact Center 78

ClearAction

JANUARY 12, 2022

Further growth in revenue and profitability is achieved through enterprise-wide anticipation of customers’ reactions: Preventing occurrence of customer issues is known as ’embedding customer-centricity DNA’ throughout your company’s culture. Sustainable revenue growth is stimulated by customer experience innovation.

Government 62

Government Net Promoter Score Customer Centricity Analysis 62

Integrity Solutions

MARCH 4, 2019

The truth is, now more than ever, everyone plays a part in delivering a superior customer experience. Who’s responsible for creating an exceptional customer experience in your organization? Customer Service? The truth is, now more than ever, everyone plays a part in delivering a superior customer experience. Leadership?

Customer Experience 63

Customer Experience Competitive Advantage Customer Centricity Chatbots 63

CSM Magazine

DECEMBER 10, 2019

Likewise, for companies to be truly customer-centric, customer feedback and insights must be embedded company-wide: from HQ to frontline teams. We’ve seen many businesses realise that, no matter how golden their customer insights are, if they’re stuck in a spreadsheet in the data department, they’re of no business value.

Net Promoter Score 52

Net Promoter Score Effort Score Customer Centricity Feedback 52

Experience Investigators by 360Connext

OCTOBER 9, 2019

This person did not have Customer Experience in their title. This was a typical, traditional C-Suite executive who had worked their way up through various operations and marketing roles. These types of organizations see their number one priority as serving the customers they have. I could hardly blame the person.

Customer Experience 110

Customer Experience CEM Net Promoter Score Customer Journeys 110

C Space

JUNE 18, 2019

Christina turns stats to story and is the lead architect of our Customer, Experienced. A sociologist, ethnographer, and author, she’s our in-house pathfinder, constantly mapping out ways for brands to innovate and push boundaries. Peter Fader: Customer Centricity is Not About “The” Customer. Explain yourself!”. “I

Customer Centricity 65

Customer Centricity Advertising Multi-Channel Innovation 65

Second to None

APRIL 12, 2019

In a recent article , Abhi Yadav, CEO and Co-Founder of customer analytics platform company, Zylotech, shared his hot tip on acquiring and retaining customers: relevancy. Yadav highlights data from a 2018 Accenture study that found that more people are making purchases based upon a brand’s relevancy. [1] Data, data, data.

Omni-Channel 69

Omni-Channel Multi-Channel B2C Customer Centricity 69

Second to None

MARCH 30, 2018

You can access the article by clicking here , or by reading below: This piece was originally published by AdWeek on March 30, 2018: “In 1997, I was flying out to San Jose, Calif., Here are three fundamental tools for building a superior customer-service strategy. Think beyond marketing. Care is the new marketing.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Second to None

APRIL 11, 2018

Consumer preferences are continually shifting, and brands that manage to update their CX platform to meet this moving target are positioning themselves to provide a great value to customers. Check out the following five trends in the Customer Experience world, curated by Dom Nicastro for CMSWire.

Trends 54

Trends Customer Experience Self Service Voice of Customer 54

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. And while I’m an unashamedly proud parent, I also know that this is a hot category, worthy of huge focus from marketers and CX leaders.

Customer Journeys 40

Customer Journeys Customer Centricity Analytics Report 40

Maru/HUB

DECEMBER 22, 2017

This blog post is titled ‘a year in reflection’ but it’s surreal to think that this time two years ago we launched our software, Syngro Eye, to the market: For the last 12 months, together with our invaluable beta programme users, we’ve been busy developing a world-class customer intelligence platform.

Customer Experience 40

Customer Experience Self Service Analytics Financial 40

Second to None

APRIL 4, 2018

You can access the piece by clicking here , or by reading below: This piece was originally published by Oracle on April 3, 2018: “Customers are a business’ most valuable asset, which is why they spend a lot of money to acquire new ones and work hard to retain the ones they have. Here is where email marketing comes into play.

How To 54

How To Retail Effort Score Voice of Customer 54

C3Centricity

NOVEMBER 20, 2017

If you haven’t yet had the chance to read last week’s post ( “Customer Centricity is Today’s Business Disruptor, Insights its Foundation”) I suggest you do this first, as background to this post. This shows the power of taking the consumers’ perspective, especially when segmenting a market.

How To 168

How To Insurance Groups Consumers 168