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

CSM Magazine

MAY 19, 2022

In 2019 we underwent a digital transformation that included the creation of a customer-centric website with access to comprehensive information and a host of accessible and easy-to-use self-serve online services. Consequently, our seven-person customer team has much more time to devote to calls dealing with complex issues.

Self Service 52

Self Service Wait Times Training Customers 52

GlowTouch

FEBRUARY 26, 2019

Linda Ruffenach, was recently tapped for her customer experience expertise. Here’s what Linda had to say on the matter: “The customer experience conveys the true essence of a company’s brand. It may be the only live, in-person experience an individual has with a company.

Self Service 40

Self Service Customer Experience Customer Experience Professionals Connections 40

Pointillist

APRIL 26, 2018

As per the ‘State of Customer Experience in 2018’ survey , one of the biggest roadblocks to delivering exceptional customer experience is dealing with customer data. Unfortunately, most customer experience teams are struggling with legacy systems and data residing in disparate silos.

Customer Experience 72

Customer Experience How To Effort Score Touchpoint 72

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Temkin Group was acquired by Qualtrics in October, 2018. In 2014, Ian officially became a Certified Customer Experience Professional.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Temkin Group was acquired by Qualtrics in October, 2018. In 2014, Ian officially became a Certified Customer Experience Professional.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

XM Scientist and Co-Founder at Effectly AB and experiasummit.com, Joakim Thörn is a subject-matter expert and a speaker who specializes in facilitating and helping clients expand their market presence through experience-based differentiation. Also, he is running the planning course of Emotive CX for Customer Interaction. .

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Kustomer

APRIL 23, 2020

As a result, Mary claims that it is the company’s job to identify “the need of the customer according to their ever-changing expectations.”. Building on this, the customer’s experience is established through each of the interactions they have with a company. The Five Drivers of Customer Satisfaction.

Customer Satisfaction 52

Customer Satisfaction Customers Innovation Customer Service 52

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. One good turn deserves another.

Trends 173

Trends Customer Experience Self Service ROI 173

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

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

Oracle

APRIL 11, 2018

The opening keynote of Modern CX 2018 started with a light show and ended with an inspiring talk with YouTuber Casey Neistat. ModernCX pic.twitter.com/LjATOLXwAu — Oracle CX (@OracleCX) April 10, 2018. Des gave an inspiring outlook for all customer experience professionals. Here I cover everything in between.

Self Service 40

Self Service Customer Experience Professionals CRM Technology 40

ModSquad

JULY 1, 2019

If the agent has to access a different CRM system in order to proceed, that delays the interaction. This ability to resolve a customer issue plays a big part in loyalty and impacts the likelihood of that person recommending your product or service.

Customer Experience 71

Customer Experience Ecommerce CRM Customer Relationship Management 71

Pointillist

APRIL 17, 2019

By Steve Offsey Your company is now competing based on customer experience, but you’re only capturing feedback from a quarter of your customers and tracking maybe 1 out of 2500 interactions. Customer Data Platforms (CDPs) The hype around Customer Data Platforms (CDPs) is at an all-time high.

Customer Journeys 51

Customer Journeys Analytics Tools Data 51

ModSquad

JULY 1, 2019

If the agent has to access a different CRM system in order to proceed, that delays the interaction. This ability to resolve a customer issue plays a big part in loyalty and impacts the likelihood of that person recommending your product or service.

Customer Experience 40

Customer Experience Ecommerce CRM Customer Relationship Management 40

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. Reinforcement Learning: The algorithm (also called the agent) interacts with the environment.

Strategy 76

Strategy Social Media Analytics Analysis 76