Beyond Philosophy

JANUARY 25, 2019

The Customer Experience Industry is suffering from a lack of results. Or perhaps it might be more accurate to say, it is suffering from a lack of proof about the results Customer Experience strategy is getting. It is time for all Customer Experience professionals to champion the ROI of their Customer Experience.

Customer Experience 95

Customer Experience ROI Consulting Customer Experience Professionals 95

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. How do we use that data to improve the customer experience?

Metrics 219

Metrics Customer Care Measurement Contact Center 219

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it?

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Qualtrics

JANUARY 3, 2020

The XM Institute recently published a new report, The ROI of Customer Experience, 2019. It examines the connection between customer experience and loyalty across 20 U.S. consumers describing both their experiences with and their loyalty to different companies. Emotion really, really matters.

ROI 68

ROI Customer Experience Net Promoter Score Effort Score 68

Comm100

DECEMBER 16, 2019

At Comm100, we look back at which of our content pieces were the most popular and think about what this tells us about trends in customer experience, conversational AI, and support centers in 2019. Report: 2019 Live Chat Benchmark Report. Customer-facing chatbots aren’t the only way to use AI in the contact center.

eBook 130

eBook Chatbots Infographics ROI 130

Beyond Philosophy

JANUARY 25, 2019

The Customer Experience Industry is suffering from a lack of results. Or perhaps it might be more accurate to say, it is suffering from a lack of proof about the results Customer Experience strategy is getting. It is time for all Customer Experience professionals to champion the ROI of their Customer Experience.

Customer Experience 92

Customer Experience ROI Consulting Customer Experience Professionals 92

InMoment XI

DECEMBER 15, 2022

Digital experience trends are the new road maps of modern day business. Think of digital experience trends being the new maps application in your business. Identifying digital experience trends will help you adapt your business to get ahead of your consumer, not behind them. 3 Steps to Start the Next Digital Experience Trend.

Trends 529

Trends How To Social Media Survey 529

ShepHyken

AUGUST 12, 2019

Each week I read a number of customer service and customer experience articles from various resources. Everyone Hates Customer Service. Does everyone hate customer service? So, let’s find out why “everyone” hates customer service. The Magic That Makes Customer Experiences Stick by Stefan Thomake.

Customer Service 95

Customer Service ROI Customer Service Training CRM 95

Eptica

JUNE 12, 2019

Date: Wednesday, June 12, 2019 Author: Guest author: Annette Franz 11 Tips to Ensure You Achieve ROI from Your VoC Program. Published on: June 12, 2019. Author: Guest author: Annette Franz Problem Statement: Brands have been running Voice of the Customer programs for years, but customer experience has generally not improved.

ROI 122

ROI Tips Customer Journeys Metrics 122

Calabrio

AUGUST 7, 2019

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. ICCU takes a fresh, unique approach to customer service, and it shows. We’re thrilled to be a part of it.

Contact Center 189

Contact Center Net Promoter Score Effort Score Gamification 189

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

AUGUST 19, 2019

Each week I read a number of customer service and customer experience articles from various resources. Which is Your CX Priority: Satisfied Customers or Profit? LinkedIn) What should your ultimate goal be when designing your customers’ experiences? Satisfied customers or profit.

Customer Service 116

Customer Service Leadership Ecommerce Culture 116

Maru/HUB

JANUARY 17, 2018

Customer Experience is set to overtake price and product as the key brand differentiator by 2020. Many companies already recognise the importance of customer experience for customer retention and business growth. MarketsandMarkets forecast the global customer experience management (CEM) market to grow from $3.77

Customer Experience 106

Customer Experience CEM Omni-Channel ROI 106

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Oracle

FEBRUARY 21, 2019

On March 20, 2019 at Oracle Modern Customer Experience in Las Vegas, the 13 th annual Markie Awards ceremony will take place, where winners in 14 categories of marketing and customer experience excellence will be announced. Ready to register for Oracle Modern Customer Experience 2019?

Omni-Channel 75

Omni-Channel Meeting Conference ROI 75

Second to None

FEBRUARY 28, 2019

Despite its critical role in a company’s success, businesses often place customer experience on the back burner when it comes to financial investment. The hesitancy towards CX investments stems from the difficulty in directly attributing revenue growth to specific changes in customer experience.

ROI 54

ROI Study Financial Loyalty 54

Thematic

MAY 22, 2019

CXPA or the Customer Experience Professionals Association is an organisation dedicated to cultivating the CX profession. Such as: proving customer experience ROI scaling CX across international borders, and best practices for prioritizing CX for the C-suite. Proving Customer Experience ROI.

Exercises 97

Exercises ROI Conference Video 97

ChurnZero

NOVEMBER 27, 2019

Top Five Customer SuccessCon Berkeley 2019 Takeaways. Last week ChurnZero sponsored Customer SuccessCon 2019 in Berkley, CA. The Customer SuccessCon event series provides an intimate setting to learn, share best practices and speak freely and openly about the current state of Customer Success. .

e-support 75

e-support Chief Customer Officer Metrics Customer Success 75

Kustomer

NOVEMBER 4, 2020

Customer experience (CX) is a determining factor in whether customers are loyal to a brand or not. Over 80% of companies who prioritize customer experience report an increase in revenue. 2020 brought huge changes to the business world and impacted customer service and operations across the board. The result?

Omni-Channel 140

Omni-Channel Customer Experience Chatbots e-support 140

Second to None

FEBRUARY 28, 2019

Despite its critical role in a company’s success, businesses often place customer experience on the back burner when it comes to financial investment. The hesitancy towards CX investments stems from the difficulty in directly attributing revenue growth to specific changes in customer experience.

ROI 48

ROI Effort Score Study Financial 48

Beyond Philosophy

JANUARY 28, 2019

Customer Experience is having some growing pains. However, by adopting a renewed focus on the following five concepts in Customer Experience, you can overcome these challenges, and, perhaps more importantly, stay ahead of the competition. Focus on the ROI of CX improvement. Segment your customers into personas.

ROI 139

ROI Net Promoter Score Effort Score Groups 139

SurveySparrow

JULY 17, 2019

“The customer experience is the next competitive battleground.” – Jerry Gregoire. How prepared are you for this new battleground of customer experience? Every company of every industry pledges its primary focus to be on customer experience. Were you able to improve customer experience?

Customer Experience Management 55

Customer Experience Management Software Customer Experience Management 55

MyCustomer

OCTOBER 30, 2019

30th Oct 2019 London—October 30, 2019—Following a competitive internal review and third-party evaluation, the MaritzCX Platform defeated four challenge Subaru selects MaritzCX platform to accelerate ROI

ROI 40

ROI Customer Experience Customers 40

Interactions

JUNE 13, 2019

And that’s no surprise considering the major shift in focus towards customer service. Not only does it become the face of every interaction with your customers, but it can break the bank if you’re not careful. Simply put, IVAs are able to handle a much greater volume of customer interactions, as any automated system can.

ROI 63

ROI Contact Center Chatbots Survey 63

TechSee

FEBRUARY 19, 2019

As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. This year’s theme, “Intelligent Connectivity,” focuses on highly contextualized and personalized experiences , delivered when and where customers want them. MWC Barcelona 2019 Self-Service Sessions not to be missed. Who’s there?

Self Service 95

Self Service Innovation Telecommunications Consumers 95

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. Meeting today’s high customer service expectations can be a challenge. What are the benefits of AI in customer service?

Customer Service 203

Customer Service Self Service Chatbots Healthcare 203

Confirmit

JANUARY 21, 2020

The annual Customer Experience Predictions report helps CX practitioners plan ahead as they position their businesses to exceed the ever-changing expectations of their customers. Research from 2019, suggested that one moment of inconvenience could be enough to trigger customers to switch from your business to a competitor brand.

Report 52

Report Customer Experience ROI Employee Engagement 52

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do).

Customer Success 73

Customer Success Self Service Chief Customer Officer Trends 73

Beyond Philosophy

FEBRUARY 11, 2019

When I started my global Customer Experience consultancy in 2002, I had not been a consultant. In 2002, when I started Beyond Philosophy, no one on the broader market knew I was an expert in Customer Experience (or, frankly, what Customer Experience was). Know what drives value for your customers.

ROI 83

ROI Financial Consulting Social Media 83

GetFeedback

AUGUST 14, 2019

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). The score is solid. out of 100.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Joe Rawlinson

DECEMBER 18, 2018

In 2019, you will need to focus on complex long-form content, experiment with formats, and pay more attention to your distribution channels and commitment. Top 4 Tips to Boost Your Ecommerce Content Marketing Strategy in 2019. However, this doesn’t change the fact that email marketing has one of the highest ROI.

Ecommerce 92

Ecommerce Tips Marketing Omni-Channel 92

Eptica

FEBRUARY 13, 2019

Date: Wednesday, February 13, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Improving the experience with actionable customer intelligence. Published on: February 13, 2019. Financial services – leading international customer credit company Situation: Operating across Europe, this brand has 9.3

Net Promoter Score 62

Net Promoter Score Customer Experience ROI NPS 62

Heart of the Customer

MARCH 22, 2022

After decades of steady improvement, coinciding with the emergence of customer experience (CX) as a discipline, the America Customer Satisfaction Index now reports that customer satisfaction has been on the decline since 2019, erasing years of gains. The post Customers Give Feedback Every Day.

Feedback 143

Feedback Brands Customer Satisfaction Survey 143

NetBase

JULY 25, 2019

Our 2019 Global Social Media Market Survey Report presents findings from a global survey of more than 1,700 senior marketers around the world. manage their customer care. and generate exceptional ROI. They’ve tapped in to customer experience analytics in ways they never dreamed possible before. respond to crises.

Social Media 65

Social Media Report Survey Marketing 65

Upstream Works

MARCH 21, 2019

When we speak of Customer Experience (CX) and strategies for improving it, we need to clearly define the inherent business value. Establishing customer trust and loyalty is the single most important aspect of customer experience, according to the Dimension Data 2019 Global Customer Experience Benchmarking Report.

Customer Experience Management 92

Customer Experience Management Self Service Strategy Customer Experience 92