Experience Investigators by 360Connext

OCTOBER 22, 2019

What sort of predictions can we make to better prepare for the future of Customer Experience in 2020 and beyond? But first, let’s talk about what won’t change in the world of CX — not in 2020, nor the foreseeable longer-term future. Engaged employees are in demand, and frankly getting harder to keep.

Trends 169

Trends Customer Experience Chatbots Innovation 169

Michel Falcon Experience

JANUARY 3, 2020

Invest in customer experience strategy just like we do in branding initiatives like marketing and PR. These are the same three customer service skills that I will be sharing with my team in 2020. The answer I expect is, “Everyone who interacts with our brand is a customer.”. Customer Service Skill #1. Customer Service Skill #2.

Customer Service 99

Customer Service Strategy Culture Call Center 99

C Space

JULY 6, 2020

The Brand Move Roundup – July 6, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Three months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. 6 in the U.S.

Brands 52

Brands Sports Hospitality Retail 52

Maru Group

DECEMBER 15, 2020

That’s why we’re pleased to continue our Reinventing the Holidays series focusing on the central question of what does the 2020 holiday season hold for consumers and brands alike? This is unique when compared to our other 2020 holiday research including Thanksgiving and Hanukkah. Source: Maru/Matchbox December 2020.

Travel 98

Travel Retail Study Consumers 98

C Space

MAY 22, 2020

The Brand Move Roundup – May 21, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. million minutes of content. million.

Brands 52

Brands Travel Hotels Airlines 52

C Space

JANUARY 18, 2021

The new rules of engagement (according to customers). How did 2020 change the rules of engagement between customers and brands? What we saw in 2020 was a complex and rapidly changing picture – fluid emotional shifts, driven by economic, political, cultural and environmental uncertainty. Q2 2020 revenue: $20.5

Engagement 116

Engagement Apparel Financial Automotive 116

Comm100

OCTOBER 25, 2021

Engaging with students is difficult in higher education. Engaging with international students is even more difficult. Besides potential language barriers, institutions also need to be sensitive to cultural differences and customs. The Journey to Improving International Student Engagement. Get ebook now. Free eBook.

Engagement 130

Engagement Tips eBook Chatbots 130

C Space

OCTOBER 2, 2020

The Brand Move Roundup – October 2, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. In early March we began reporting daily on how brands were dealing with Covid-19. retail sales, up from 14% last year.

Brands 40

Brands Apparel Retail Fashion 40

Comm100

FEBRUARY 18, 2021

Brands are forever fearing that one viral tweet could severely damage or even destroy their carefully constructed brand image in a fleeting ye far-reaching flurry of complaints. Consumers everywhere are facing challenges every day, and they expect their brands to understand and empathize with this.

Customer Engagement 130

Customer Engagement Engagement Consumers Study 130

CloudCherry

DECEMBER 9, 2019

Brand Manager) for Promomash , and one of CloudCherry’s 2019-2020 CX Champions- Sarah Meyerdirk. In this week’s Episode, Sarah shares with us her ‘secret sauce’ to winning over customers (Hint: It has a WHOLE lot to do with culture, and you’ll want to hear her refreshing take on it). Join us, CX Soldier…. …As

Culture 312

Culture Brands Loyalty Customer Experience 312

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. closing the brand-customer gap or matching realities and expectations per customers’ viewpoint). Crystal-clear performance for your core-growth customers, to firmly differentiate your brand.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

C Space

JULY 30, 2020

The Brand Move Roundup – July 30, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Four months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis.

Brands 40

Brands Sports Retail Video 40

CSM Magazine

DECEMBER 5, 2019

Philip Say, VP of Innovation Product Management, Sutherland Labs shares his CX Predictions for 2020. This shift will allow brands to resolve issues and find answers much more quickly, unlocking a new level of more intuitive, intelligent customer experiences. AI unlocks intelligent experiences in customer support.

Customer Experience 91

Customer Experience Omni-Channel User Experience Innovation 91

C Space

JULY 9, 2020

The Brand Move Roundup – July 9, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Three months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis.

Brands 40

Brands Social Media Fashion Guidelines 40

GetFeedback

JANUARY 31, 2020

Competition for customer loyalty is stronger than ever in 2020. With so many companies vying for each customer’s attention, a winning customer experience strategy is a must for any company looking to build brand loyalty. Start with your brand ambassadors—the most enthusiastic Promoters in your NPS score reports.

Strategy 230

Strategy Customer Experience NPS Culture 230

Eptica

MARCH 11, 2020

Date: Wednesday, March 11, 2020 Author: Pauline Ashenden - Marketing Manager Customer Service in 2020: Reflect, Refocus, Reignite. Published on: March 11, 2020. This drop in performance has a clear impact on loyalty and profitability and, as we’ll see later on, this could be costing UK brands £33 billion a year.

Customer Service 72

Customer Service Conference Customer Satisfaction Culture 72

NetBase

JUNE 10, 2020

As communities reopen for business, brands need to be ready to accommodate the reverse culture shock that consumers are feeling. We are sharing insight here that brands need to bolster their reopening efforts, including: Understanding what reverse culture shock is and how to accommodate it. in April alone.

Culture 73

Culture Social Media Consumers Analysis 73

SurveySensum

JULY 14, 2020

Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Culture Describe your corporate culture including how it is differentiated from your competition. Hourly staff?

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

Michel Falcon Experience

JANUARY 16, 2020

The latter is paying lip service to actually building a customer experience strategy that will grow your business, build an admired brand and have a competitive advantage against your competition. You can hire a PR firm and increase brand awareness. 2020 and Beyond. He says, “Nothing changes if nothing changes.”. He’s right!

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

Ecrion

AUGUST 20, 2020

When it comes to trends that will take over in 2020, it’s all about enhancing the digital customer experience, but CX in the digital era is something that is continuously evolving. In this article, we’re going to provide you with the information you need about digital customer experience trends for 2020. Self-Service | 5.

Trends 98

Trends Self Service Customer Experience Chatbots 98

2020 Research

OCTOBER 30, 2023

The “Kidult” Trend , where adults embrace their inner child and indulge in nostalgic play, is a goldmine waiting to be tapped by brands. Nostalgia holds incredible power over adults, and by strategically harnessing this sentiment, brands can create meaningful connections that resonate on a deep emotional level.

Trends 52

Trends Brands Transportation Comparison 52

InMoment XI

MARCH 14, 2023

In the conversation, she offered insight into how B2B brands can create transparency, combat supply chain challenges, redefine “customer loyalty,” and drive trust for customers who face an increasingly complex supply chain in one of the most volatile market cycles in recent history. Peggy: Absolutely, 100% I do—a global hub!

Voice of Customer 260

Voice of Customer B2B Customer Experience Culture 260

Chadwick Martin Bailey

JANUARY 2, 2020

At CMB, we’re in the business of looking ahead—understanding consumer behavior and helping leading brands translate those insights into impact. We’ve successfully executed hundreds of engagements with some of world’s leading brands, representing industries from Tech & Telecom and Financial Services to Digital Media & Entertainment.

Entertainment 59

Entertainment Financial Conference Consulting 59

Lumoa

AUGUST 23, 2021

In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition. Nothing drove this realization home harder than providing services during the incredibly difficult year of 2020 (and beyond!). This doesn’t have to be strictly for support chat either.

Customer Experience 236

Customer Experience Social Media Video Analytics 236

Innovative CX

MAY 5, 2022

Everything changed in March 2020. It’s been said that brand represents the promise made and customer experience represents the promise kept. Shouldn’t your brand reflect your promise made to potential employees as well? Have you articulated what the brand promise is to prospective employees?

Culture 59

Culture Social Media Policies Communication 59

CX Workout - Ideas Blog

DECEMBER 22, 2020

The goal of every brand is to create positive emotional experiences that deepen the brand’s relationship with its customers or buyers. Yet, somehow, try as they may, evoking gratitude is a challenge for most brands. This pattern of increase continued throughout all our 2020 CX related work.

NPS 52

NPS Financial Survey Effort Score 52

Lithium

JUNE 27, 2022

While it's easy to fall victim to juvenoia or the misunderstanding of youth culture, TikTok has the data to back up its popularity with all ages. This social channel has exploded in use since 2020, with over 1 billion current users and growth unmatched by any other social media today. By Q1 of 2021, TikTok had amassed 3.5

Analytics 52

Analytics Engagement Social Media Video 52

Stella Connect

SEPTEMBER 20, 2021

In this book, she outlines the importance of customer understanding to developing a customer-centric culture. Let’s start with a look at engagement. How do agents become engaged? What can you, as a supervisor or manager, do to ensure your agents are engaged? How does engagement impact agent performance? What is it?

Connections 64

Connections Engagement Contact Center Culture 64

C Space

MARCH 7, 2019

Err on the side of culture. In a relentless bid to revamp their company culture, leaders often find themselves trying to solve problems that may not need solving. For Phil, a typical day at work includes a lot of listening, several cups of coffee, and plenty of culture revamping. Culture is fluid.

Culture 80

Culture Apparel Retail Advertising 80

ChurnZero

SEPTEMBER 29, 2020

Instead they created a new immersive online experience that took the course over two days (September 22 & 23, 2020). . Jignesh Thakkar (@socialjignesh) September 22, 2020. . Himanshu Rauthan | #StayAtHome | #INBOUND2020 (@himanshurauthan) September 22, 2020. . Alexis Rogers (@alexismrogers) September 22, 2020.

Customer Success 59

Customer Success Conference Tips Metrics 59

ProProfs Chat

AUGUST 21, 2020

In a competitive business world, empathy makes you pause and see the people you engage with as humans above anything else. Read this blog to learn how you can build an organizational culture around empathy and embrace healthy competition. Empathy can help your brand foster lifelong personal customer connections.

Culture 105

Culture How To Net Promoter Score Apparel 105

Optimove

FEBRUARY 18, 2021

2020… need we say more? From accelerated digital and cultural transformations that companies had to rush through to other niches with business models and offerings that proved to be better positioned to a new reality. That’s the cumulative amount of customer segments that Optimove clients engaged with.

CRM 52

CRM Entertainment Hospitality Travel 52

BlueOcean

JANUARY 20, 2023

2020 marked the workplace like no other year in recent history. Culture Describe your corporate culture including how it is differentiated from your competition. How does your corporate culture align with your understanding of our own company, values, and culture? What is your mission statement and company values?

Contact Center 156

Contact Center Customer Care Comparison Culture 156

SurveySparrow

FEBRUARY 26, 2020

10 Best Recruitment Software of 2020. We’d done some research and found out a list of the top-rated recruitment tools of 2020. Here’s presenting the 10 best recruitment tools that 2020 has to offer. Here’s presenting the 10 best recruitment tools that 2020 has to offer. Zoho Recruit.

Software 87

Software Self Service Multi-Channel Analytics 87

BlueOcean

OCTOBER 4, 2021

The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. Engaging Your Frontline Agents. Keeping subscribers engaged (and loyal) requires equally engaged agents. Exploring Customer Care in the Subscription Economy.

Customer Experience 194

Customer Experience Customer Care B2C Lifetime Customer 194

Optimove

DECEMBER 12, 2019

Today, when customers interact with a brand, they aren’t just looking to buy a product or service. Customers want brands to be adaptive, to manage their expectations and always keep relevant, to be there when needed and to otherwise stay away. Modern consumers know what they want, and expect the brand to know it as well.

CRM 69

CRM Ecommerce Travel Fashion 69