Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Kustomer

NOVEMBER 4, 2020

Here’s a closer look at how both technologies can automate business functions and boost CX: Chatbots. Businesses in various sectors have already employed chatbots to better deliver on customer needs and improve the speed at which business can help consumers. billion in 2019 to $9.4 Increase customer engagement and conversions.

Omni-Channel 140

Omni-Channel Customer Experience Chatbots e-support 140

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Pointillist

JUNE 5, 2019

Customer experience is a top priority for organizations in 2019 Customer experience is universally recognized as a top priority by most organizations, regardless of industry or size. different customer data, analytics, and engagement technologies: 30% say they lack the right tools or technology.

Customer Journeys 89

Customer Journeys Measurement Report Omni-Channel 89

Gainsight

OCTOBER 23, 2019

If I was to tell you in 2009 that in just a few years there would be a new category of software almost as prolific as CRMs, customer support, and project management software you wouldn’t have believed me. And now, as we all know, customer success is one of the fastest growing software categories. Activity/Engagement Monitoring.

Software 60

Software Customer Success Tools Customer Centricity 60

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Kustomer

JULY 22, 2020

But the holiday season also brings a big lump of coal: an increase in needy customers reaching out to your team in need of immediate support. The question becomes, how do you handle the seasonal rush without breaking the bank or disappointing customers? Customer Expectations During the Holiday Season. Prepare Early.

Self Service 64

Self Service Omni-Channel e-support Chatbots 64

Forrester's Customer Insights

JANUARY 29, 2019

Customers demand that marketing coordinate with sales, service, and commerce to deliver better experiences. That’s why enterprise marketing technology (martech) is melding with customer experience (CX) to deliver consistency and relevance (see Forrester’s “Predictions 2019: B2C Marketing” report).

B2C 45

B2C Strategy Touchpoint Marketing 45

Bold360

FEBRUARY 19, 2020

According to our research, 43% of customers say getting a resolution from the first person they contact is what it takes to make them happy, but only 35% of customer support agents say this is possible. Many agents rely on colleagues for help (29%), which means putting customers on hold.

Tools 52

Tools Average Handle Time Training Customer Satisfaction 52

Bizagi

JANUARY 30, 2019

A joined-up view of your customer is crucial if you want to excel in experience. You can overcome these silos by using a wrap-around solution that connects your silos, feeds the data into your processes, and makes customer insights available to your team. You also need to react to where they are and what they’re doing.

Net Promoter Score 70

Net Promoter Score Effort Score NPS eBook 70

Currency Alliance

NOVEMBER 17, 2020

It allows us to keep customers engaged when business plans fly out the window, due to marketplace calamities, such as the Covid-19 pandemic. In November 2019 when we published the Top Trends for 2020 , we could not have known about the Covid-19 pandemic. putting the customer at the center of your business model.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

Kustomer

NOVEMBER 4, 2020

Here’s a closer look at how both technologies can automate business functions and boost CX: Chatbots. Businesses in various sectors have already employed chatbots to better deliver on customer needs and improve the speed at which business can help consumers. billion in 2019 to $9.4 Increase customer engagement and conversions.

Omni-Channel 52

Omni-Channel Customer Experience Chatbots e-support 52

Calabrio

OCTOBER 14, 2019

Calabrio President and CEO Tom Goodmanson, along with the always entertaining Shep Hyken, Chief Amazement Officer at Shepard Presentations, will be delivering keynotes, discussing the latest trends in customer experience intelligence and how to maximize your investment in customer service technology. Innovation on Display.

Conference 33

Conference Connections Strategy Entertainment 33

Hero Digital

NOVEMBER 14, 2018

And with 86% of marketers who plan on increasing their CX budgets in 2019, it’s important to keep in mind that CX is more than simply bringing customers in the door; it’s about fostering long-term, meaningful relationships. Our inaugural Customer Experience Trends Report – Closing the CX Gap – is now live!

Engagement 47

Engagement Hospitality Trends Conference 47

Currency Alliance

DECEMBER 17, 2019

For a more engaging read, click here to Currency Alliance Loyalty Strategy Guide 2020. There was a mix of good and bad, for loyalty in 2019. Much of the bad has derived from a lack of belief or understanding from CEOs, who constrain budgets, and prop up short-term earnings with value that ought to flow to customers.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

Pointillist

MAY 19, 2020

. “ Hank Brigman Customer Experience Strategist Author of TOUCHPOiNT POWER! Approximately one third of CX team leaders report that they obtained an increase in their CX budgets from 2019 to 2020, while nearly half said their budget stayed the same. Over one-in-five saw their budget actually decrease year over year.

Customer Journeys 94

Customer Journeys Measurement Report Management 94

Forrester's Customer Insights

JUNE 9, 2020

Now many of us talk to virtual assistants on our smartphone and increasingly on smart speakers (clients see The State Of Voice Assistants, 2019). We’re used to great audio for music, videos, and calls. Tech companies are using improved microphones, computing, and artificial intelligence to create conversational experiences in […].

Innovation 35

Innovation Video Company User Experience 35

Currency Alliance

JUNE 16, 2020

Many of the entrants to this years’ Loyalty Magazine Awards were as adept with data and technology as marketers in many other disciplines. The incredible degrees of customer engagement that have been achieved, should inspire and guide the efforts of loyalty marketers in the coming year. voucher-based.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

Magellan Solutions

JULY 19, 2021

Data entry outsourcing has a CAGR of 5% during the 2019-2023 which roughly means $350 million. More and more realtors are shifting into digital technologies such as data analytics and AI, COVID-19 pushed it even further. The best data entry companies now help retailers to anticipate what customers want and when they want it.

Data 52

Data Healthcare Analytics Transportation 52

Currency Alliance

FEBRUARY 10, 2021

In my opinion, if someone believes they have reached ‘best practice’, then they typically stop thinking about how to create more value for all stakeholders, and simply allow inertia to drive their customer engagement efforts. Push your team to capture exclusive customer insight. Click here to expand the infographic.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52

Currency Alliance

AUGUST 16, 2019

In the case of Tesco and Pizza Express, the customer can double or triple the perceived value of points on a meal voucher, while Pizza Express knows the net discount they are taking on incremental revenue is well below the contribution margin from serving additional guests. But how many of those ‘partnerships’ share customer insight?

Loyalty 40

Loyalty Brands Loyalty Programs Airlines 40

Currency Alliance

APRIL 10, 2021

The loyalty profession is characterised by cognitive entrenchment, as well as technological backwardness which further limits innovation. The 40-60% of less frequent customers are a far larger commercial opportunity. Capture exclusive customer insight. Push your team to capture exclusive customer insight.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

Currency Alliance

FEBRUARY 10, 2020

Grocers have engaged in counter-productive price wars, which have been found by Australian competitors Coles and Woolworths to undermine customers’ trust[ii]. For an industry of such powerful businesses, which have embraced technology for decades, this is a missed opportunity. Loyalty programs are essentially a value exchange.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52

SmartKarrot

AUGUST 12, 2021

With the increasing expectations of customers, companies need to look out for new ways to interact and improve their processes and service quality. In this context, many organizations are leveraging AI to boost their customer experience (CX) with more innovative techniques. AI-enabled analytics for vital customer insights.

Customer Experience 11

Customer Experience Automotive Chatbots e-support 11

ChurnZero

SEPTEMBER 27, 2019

Consider using tools that provide seamless access to customer information in your existing workspaces. With instant messaging becoming more common in the workplace, consider tools like Slackbot integrations that can unlock customer insights in a few clicks. ChatBots and Similar Tools. Dashboards for Executive Users.

Customer Success 56

Customer Success Effort Score Customer Centricity Sales 56