Blake Morgan

MAY 17, 2023

Delivering an amazing customer experience starts at the top with customer-focused leadership. Companies winning in customer experience are led by people obsessed with the customer experience and putting customers first in everything they do. There is incredible power in customer-focused leadership.

Customer Focused 59

Customer Focused Leadership Effort Score Customer Centricity 59

CX Journey

JUNE 17, 2019

In this follow-up to my article last month titled “Has Your Customer Experience Transformation Stalled?” I continue to outline why customer experience transformation efforts stall or slow. There’s a New Hire Fail Employees are critical to customer experience transformation success. This just doesn't work.

Customer Experience 148

Customer Experience Management Culture Customer Centricity 148

CX Journey

JULY 5, 2016

Image courtesy of dizzycage Still trying to show executives how your proposed customer experience improvement initiatives impact the bottom line? As you know by now, I'm no stranger to advocating for - and writing about - ROI and building the business case for you employee and customer experience improvements. My Execs Don't Get It!

Customer Experience 117

Customer Experience ROI Return on Investment Customer Experience Professionals 117

CX Journey

JUNE 17, 2019

In this follow-up to my recent article titled “ Has Your Customer Experience Transformation Stalled? ” I continue to outline why customer experience transformation efforts stall or slow. There’s a New Hire Fail Employees are critical to customer experience transformation success. This just doesn't work.

Customer Experience 83

Customer Experience Management Culture Customer Centricity 83

Talkdesk

APRIL 23, 2020

The cloud ensures a remarkable pace of innovation, which is what ultimately makes the difference in the customer’s journey. Our expectations as customers have been growing and are now higher than ever. Customers change their opinion about a brand based on a bad customer experience, which shows that all interactions count.

Contact Center 52

Contact Center Virtual Agent Competitive Advantage Innovation 52

Wired and Dangerous

JULY 10, 2017

So, what is the DNA of customer experience? What if we assumed there was a component in the service encounter across the customer journey unique to each customer? If we could “crack the customer’s service DNA code” we could fire off a special experience that encouraged the customer to shoot back their loyalty.

Customer Experience 87

Customer Experience Fashion Hotels Connections 87

Maru/HUB

JUNE 25, 2018

According to new research from Accenture, UK companies that fail to maintain customer relevance could forfeit over £100 billion in coming years due to new innovative and agile rivals leveraging smart technologies. Next, businesses must build a range of engagement channels through agile technologies and prototyping.

Company 45

Company Customer Experience Study Customer Experience Professionals 45

Storyminers

JANUARY 24, 2017

Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device. to serve customers better).

Contact Center 133

Contact Center Omni-Channel Brands Hospitality 133

Eptica

JANUARY 15, 2016

Date: Friday, January 15, 2016 Insurance, the Internet of Things and customer experience. This has dramatically changed how insurers operate , and increased the focus on the customer experience as companies look to engage with consumers and retain their business. Published on: January 15, 2016.

Insurance 48

Insurance Customer Experience Policies CRM 48

Customer Alignment

OCTOBER 2, 2017

“ Customer Experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products. ” If its value is recognised, why don’t more organisations learn from CX leaders and strive to deliver more consistent, predictable and enhanced experiences for their customers?

Customer Experience 40

Customer Experience Customer Centricity Customer Journeys Voice of Customer 40

ShepHyken

JULY 3, 2023

Each week, I read many customer service and customer experience articles from various resources. 100 Customer Experience Stats For 2023 by Blake Morgan (Forbes) Customer experience in 2023 looks different than it ever has before. But they have to understand their customers and the industry first.

Customer Service 12

Customer Service Competitive Advantage Exercises Customer Service Training 12

ProProfs Chat

APRIL 24, 2020

We’ve seen popular brands create some of the most memorable and successful customer service stories. Believe it or not, but customer service psychology is one of the driving factors for their success. So, when you think of satisfying your customers, you need to ensure that: Your operators are empathetic towards the customers.

Tips 82

Tips Customer Service Social Media Chatbots 82

Storyminers

JANUARY 24, 2017

Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device. to serve customers better).

Contact Center 50

Contact Center Omni-Channel Brands Hospitality 50

Integrity Solutions

SEPTEMBER 28, 2023

It’s never been more important to understand your customers and what they value. It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses. But great customer experiences don’t just happen.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

TechSee

NOVEMBER 17, 2022

However, providing customer support for issues that occur on smartphones is very challenging. In this post, we will explore the challenges of mobile software support, and how mobile mirroring is bringing visual clarity to support agents and end-users alike, delivering faster, more efficient, and effective customer service.

Connections 109

Connections User Experience Video Customers 109

Forrester's Customer Insights

FEBRUARY 1, 2023

Forrester has evaluated 50 European metropolitan regions to help business and technology leaders plug their digital skill gaps.

Technology 26

Technology Customer Change Employee Experience Innovation 26

CSM Magazine

MARCH 11, 2019

Imagine a world without technology. One area that has enjoyed enormous benefits of technology is customer service. But all that has changed. But all that has changed. Thanks to technology, we can benefit from a cashless society. trillion when customers change supplier due to poor customer service.

Technology 40

Technology Abandon Rate How To Chatbots 40

Forrester's Customer Insights

OCTOBER 16, 2023

It’s no secret that many of the challenges in getting value from data and insights are rooted in the need for better data literacy, internal communication, and a stronger data culture. It’s even become the subject of an SNL-worthy (for us data people) satire online. This week, we saw a meaningful move at addressing data […]

Data 56

Data Leadership Company Culture 56

Forrester's Customer Insights

OCTOBER 4, 2022

Forrester’s recent experiment in hybrid delivery Two-thirds of companies have adopted some form of anywhere-work. A majority have implemented hybrid work, a version of anywhere-work in which employees come into the office at least weekly.

Report 48

Report Company Customer Change Measurement 48

Answer Dash

JANUARY 9, 2019

(This article is first published at Forbes ) Before we get into my fifth annual piece on customer experience predictions, let me introduce myself to new readers. I started writing about customer experience for Forbes in 2014, simply because I thought it was interesting–I was fascinated by human behavior and by the idea of a brand.

Trends 82

Trends Customer Experience Insurance Chatbots 82

Esteban Kolsky

APRIL 6, 2022

data is not what they used to be platforms are not what they used to be CX solutions are not what they used to be business models are not what they used to be your customers are not what they used to be notice a common element? customer in control, demanding, and with expectations. customer in control, demanding, and with expectations.

CRM 78

CRM Social Media Government Customer Expectations 78

SurveySensum

DECEMBER 29, 2021

What is Customer Segmentation? . Why segment your customers? Types of customer segmentation. How do you segment customers – Step by Step. How does customer segmentation improve marketing? Difference between customer segmentation and market segmentation. So, what is Customer Segmentation? .

Analysis 52

Analysis Groups Customers Trends 52

Esteban Kolsky

FEBRUARY 15, 2018

And, for the record, I do have 29+ years working in customer service, and I did learn a few things in that time. and very informative, and I used some of the data from my latest research study on customer service adoption to highlight the trends in customer service. customer service channel adoption 2012-2017.

Self Service 68

Self Service Customer Service Study Chatbots 68

Eptica

OCTOBER 26, 2015

Date: Monday, October 26, 2015 Christmas is coming – is your customer service ready? As part of this work, retailers will have focused on the customer experience they provide , whether instore, online or on the telephone. Are there any potential pain points on the customer journey? Published on: October 26, 2015.

Customer Service 48

Customer Service Self Service e-support Retail 48

Kustomer

SEPTEMBER 16, 2019

For more than 125 years, our brands have shared a commitment to offering products of enduring quality and exceptional comfort, allowing our customers worldwide to express their own individuality and style. Increasingly, even when the customer journey finishes in a physical store, their journey often starts online. chose Kustomer.

Omni-Channel 45

Omni-Channel Retail Customer Journeys Meeting 45