CX Accelerator

DECEMBER 31, 2018

Beth Gauthier-Jenkin, The Vice President of Customer Care at Gopher Sport recently generated a wonderful culture dialog via email. Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

NICE inContact

APRIL 2, 2019

If you are like the other 100 customers I have spoken with over the last few months you are likely somewhere in the process of evaluating your customer experience (CX). Yes, there are operational metrics that you can improve – like winning a game here and there. Join us at Customer Strategy and Planning 2019.

Net Promoter Score 136

Net Promoter Score Company Effort Score Exercises 136

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. Augmented Reality Customer Experience.

Trends 173

Trends Customer Experience Self Service ROI 173

CloudCherry

FEBRUARY 11, 2019

This was a short webinar that went on for about 45 minutes and the majority of the issues presented by the speakers and the questions raised by the host revolved around ‘Member experience challenges’ and how to create solutions for the current year- 2019. ” NPS & Other Metrics. An Overview. The Challenges.

Customer Journeys 150

Customer Journeys Net Promoter Score NPS Survey 150

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? Quantifying CX ROI is the top challenge, per Pointillist’s 2019, 2020, and 2021 studies. This means current experience management metrics are insufficient! So, what’s the solution?

Metrics 62

Metrics Management Effort Score ROI 62

CloudCherry

SEPTEMBER 6, 2018

Predictive analytics is a branch of business intelligence that takes customer data and behaviors from within your application, analyzes them, and produces predictions on future paths your customers might take or emotions they might feel towards your brand. No more guessing about what customers truly want. Customer Sentiment.

Analytics 221

Analytics Analysis NPS Financial 221

Kayako

JANUARY 3, 2019

Now that 2018 is slowly wrapping up, companies are looking into starting 2019 with a ready-to-go customer experience strategy. In fact, 81% of CX leaders say their companies will compete nearly solely on experience within the next few years but only 22% of leaders say their efforts have exceeded customer expectations.

Trends 120

Trends Customer Experience Ecommerce Analytics 120

InMoment XI

DECEMBER 15, 2022

It’s no understatement that you—along with every other business for that matter—are operating completely differently than you did in 2019. It has also changed the way that your customers interact with you. Your customers are talking about your business across multiple different channels.

Trends 529

Trends How To Social Media Survey 529

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Published on: December 11, 2019. And what better way of doing this than exploring the 2019-20 Contact Babel UK Contact Centre Decision-Makers’ Guide , sponsored by Enghouse Interactive.

Self Service 75

Self Service Customer Service Social Media NPS 75

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

Centercode

DECEMBER 26, 2019

As we discover the myriad ways organizations are building and optimizing their Customer Validation (CV) programs, our team here at Centercode is devoted to developing content that’s inspiring and useful across departments, roles, and industries. Below is a roundup of our favorite pieces of Customer Validation content from 2019.

eBook 64

eBook Infographics Conference Travel 64

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. by Mary Drumond.

Customer Service 117

Customer Service Leadership Ecommerce Culture 117

ShepHyken

JULY 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. Is Customer Service The Same As Customer Experience? My Comment: What’s the difference between customer service and customer experience? Want to Consistently Deliver Remarkable Customer Experiences?

Customer Journeys 120

Customer Journeys Customer Service Exercises B2C 120

ChurnZero

FEBRUARY 15, 2019

Top 10 Customer Success Takeaways from SaaStr. . We had some great conversations in our booth about scaling in SaaS and the role that Customer Success should play in driving that growth. . In the world of SaaS there’s the underlying truth that Customer Success plays a key role in the recurring business model. Ask me how.

Customer Success 53

Customer Success Return on Investment Metrics Conference 53

Thematic

AUGUST 7, 2019

This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (CX) to move from insights to action. Calculating the ROI of CX: The Complete Guide 2019 Chapter 1: Introduction – ROI or Die! By showing the impact of increases in NPS on financial metrics!

ROI 123

ROI NPS Metrics Financial 123

Oracle

DECEMBER 18, 2019

Customer experience headlines in 2019 brought us new information regarding customers’ desires and motivations, technology that’s changing the way we interact with customers and with each other, and insights into what some brands and practitioners are doing right, and where others have room for improvement.

Customer Experience 54

Customer Experience Omni-Channel Conference Infographics 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. Beyond simple metrics.

Exercises 97

Exercises ROI Conference Video 97

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

ChurnZero

MAY 10, 2019

Top 10 Customer Success Takeaways from TSW 2019. This event brought together thousands of technology leaders from Customer Success, Services, Sales, Product and Marketing. What was particularly great to see was the amount of Customer Success content that was structured into the programming. Karen (@PVSKC) May 7, 2019.

Customer Success 74

Customer Success Technology Conference Competitive Advantage 74

InteractionMetrics

FEBRUARY 10, 2020

10, 2020 – For its proven customer experience excellence, Yaskawa America has won the Interaction Metrics 2019 Gold Award. To achieve the Gold Award, Interaction Metrics sent surveys to Yaskawa customers and employees. To achieve the Gold Award, Interaction Metrics sent surveys to Yaskawa customers and employees.

Metrics 52

Metrics Interaction Customer Satisfaction Survey 52

Alliance by IFS

MARCH 28, 2019

Today’s customers expect their service delivery to be fast and personalized to their unique needs. We partnered with Aberdeen to bring you the State of Service 2019 on-demand webinar outlining the top challenges faced by today’s best-in-class service firms and what technologies and strategies they are using to overcome them.

Video 90

Video Customer Satisfaction Customer Centricity Knowledge Base 90

Lumoa

SEPTEMBER 30, 2022

By now, the importance of delivering a superb customer experience in banking is crystal clear. It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. Plus, their customers are also two times more likely to try new products or services. .

Banking 236

Banking Customer Experience Self Service Financial 236

Chattermill

JUNE 3, 2019

Customer Experience Measurement: Which Metrics Should You Focus On? on 4 Jun 2019. customer experience. In this article, we'll guide you through the various customer experience metrics and how best to measure and optimise your customer experience. customer experience metrics.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

Comm100

SEPTEMBER 28, 2021

Welcome to part three in our series exploring digital transformation in customer service. In this series, we’ve been looking at how digital transformation is helping organizations transition to a digital customer service offering that benefit both them and their customers.

Customer Service 217

Customer Service Chatbots Banking Engagement 217

BlueOcean

FEBRUARY 25, 2019

It’s a trend that has a significant impact on the customer care sector. There are very real service expectation differences between providing customer service to a one-off consumer versus a loyal member. But first – What is a Kick-Ass Customer Experience Anyway? In the membership scenario, solving a problem isn’t enough.

Customer Experience 290

Customer Experience Effort Score Contact Center Training 290

Centercode

JANUARY 28, 2019

On an intuitive level, company leaders understand the necessity of Customer Validation. But actually proving the worth of a customer testing program can be a challenge. This means professionals must find ways to improve the results from their customer testing program despite limited resources. Lack of Metrics.

Tips 63

Tips Analysis ROI Metrics 63

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

CX Day is a day all about learning, sharing, and celebrating with the Customer Experience community. The first wave of customer experience professionals have had to create our own paths. There was no text book or standard curriculum when it came to customer experience. Thank you for all you do for customers.

Social Media 146

Social Media How To Culture Customer Centricity 146

ClientSuccess

MAY 7, 2019

CS100 Summit 2019—Call for Speakers. We are excited to announce the call for speakers for the upcoming 2019 CS100 Summit for Customer Success Leaders. The CS100 Summit is known for the best customer success leadership content in the industry. Speaker Submissions Deadline is May 31, 2019. What is the CS100 Summit?

Customer Success 45

Customer Success eBook Metrics Conference 45

BlueOcean

MARCH 31, 2021

What do mattress sales, wildlife populations, and peak customer service times all have in common? COVID-19 has significantly impacted customer behaviors and expectations. In fact, in a survey from Noble Systems , almost 54% of respondents claimed to have noticed behavioral changes in their customers over the last 12 months.

Omni-Channel 156

Omni-Channel Self Service Tourism Contact Center 156

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

InMoment XI

NOVEMBER 2, 2022

Imagine if you were still operating your business in the same way you were in 2019. Your customer experience (CX) program, like your business, needs to be able to grow and evolve to prove a return on investment. Why Is Showing the Value of Customer Experience So Difficult? Total nightmare, right? Let’s dive in!

ROI 493

ROI Return on Investment Airlines Call Center 493

ClientSuccess

DECEMBER 4, 2018

As 2018 comes to a close, customer success teams are taking some time for reflection and planning. What better time than now to take a minute to review what worked from the past year, determine where changes could be implemented, and lay out some strategic goals for 2019? Conduct a Quick Client Health Audit with Team.

Customer Success 63

Customer Success eBook Culture Meeting 63

Interactions

JANUARY 16, 2019

With a new year upon us, we’re looking forward to all of the exciting things Intelligent Virtual Assistants can bring to the customer care table. We wrapped up 2018 with a look back at the year’s biggest customer care trends , and we’re excited to see what 2019 has in store for the technology industry. Conversational AI.

Trends 59

Trends Chatbots Omni-Channel Customer Care 59