CSM Magazine

FEBRUARY 1, 2018

Temkin Group has announced that it is accepting nominations for its sixth annual Customer Experience Vendor Excellence (CxVE) Awards. The CxVE Awards recognizes companies—including consultants and technology vendors—that provide products and services that help companies improve the customer experience they deliver.

Customer Experience 40

Customer Experience Self Service Customer Experience Professionals Insurance 40

ClearAction

OCTOBER 1, 2018

A loud warning siren can be heard in study after study showing customers’ and managers’ perceptions to be static over time and lower than desired overall. For example, the 2017 and 2018 Forrester Customer Experience Index TM reveals no companies exceeding 72 on a 100-point scale and very little change in any industry.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

Lumoa

OCTOBER 31, 2018

In my opinion, three things that are essential for CX include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations. In 2018, all brands across all industries are going to have to work hard to restore trust with the everyday consumer. 2018 will be the year of CX and AI.?

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

CX Journey

FEBRUARY 5, 2019

It appeared on their blog on August 3, 2018. Customer experience professionals use storytelling to gain buy-in and commitment from their audiences (typically executives, as well as employees) and to deliver impactful emotional and rational perspectives and messages, thereby capturing both the hearts and minds of the intended audience.

Customer Journeys 88

Customer Journeys Transportation Customer Centricity Interaction 88

Chattermill

NOVEMBER 4, 2018

on 5 Nov 2018. Customer Experience. The post aims to give the reader a gentle overview of NLP, ML and Deep Learning and make the connection of how it can be applied in the context of customer experience and support. Gone are the days of sifting through customer feedback and manual tagging. by Sam Frampton.

Strategy 76

Strategy Social Media Analytics Analysis 76

Qualtrics

FEBRUARY 20, 2019

From his influential thought leadership at Forrester, to founding the Customer Experience Professionals Association (CXPA) in 2011, it’s little wonder he’s known as the ‘Godfather of CX’. I really enjoyed driving cooperation across different groups, and was able to increase my company’s profitability.

Groups 30

Groups B2B CRM Culture 30

Pointillist

APRIL 17, 2019

Customer Data Platforms (CDPs) The hype around Customer Data Platforms (CDPs) is at an all-time high. According to Gartner, client inquiries on CDPs doubled between the first half of 2017 and the first half of 2018. What are Customer Data Platforms? What are Customer Analytics Tools?

Customer Journeys 51

Customer Journeys Analytics Tools Data 51

Kustomer

APRIL 23, 2020

But when people are looking at the experience, there are a lot of definitions out there. I don’t know what phone you have, but I get really upset when I’m in a group chat and there’s that one person with a Google phone that’s making all of my text bubbles green. Stop ruining my group text. Just go away.

Customer Satisfaction 52

Customer Satisfaction Customers Innovation Customer Service 52