Verint

AUGUST 24, 2017

What are customers telling you? The answers can drive business and workforce optimization at your organization—by incorporating advanced analytics as part of your customer engagement strategy. Developing custom-tailored experiences, where insight is likely to become mainstream and part of important elements of new offerings.

Analytics 34

Analytics Customer Engagement Engagement Strategy 34

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity. It’s a simple concept, really.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Beyond Philosophy

NOVEMBER 18, 2014

Do you allow Customers to use whatever channel they wish to communicate with you, or do you restrict them to one or two channels? The answer to this question can show how Customer centric your company is. This post is the fifth in a series of nine posts that uses our Naïve to Natural customer-centricity assessment.

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Why Systems Matter to Your Customers.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

ShepHyken

FEBRUARY 19, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: We start this week’s Top Five roundup with an interview with customer culture expert Jeff Toister. The gold in the article is his simple three-step approach to building a customer-focused culture.

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

Verint

FEBRUARY 13, 2018

Engaging customers is no different. It’s the year when your approach to customer engagement can begin a monumental shift—in both process and technology—thanks to expanding innovation and the first waves of touted success using it. However, some things—like traffic!—remain remain essentially the same. Read more.

Customer Engagement 24

Customer Engagement Engagement Tips Innovation 24

ClearAction

JANUARY 4, 2020

CEO’s Guide to Growth through Customer Experience Engagement Lynn Hunsaker. Customer experience engagement is a growth strategy. Customer experience originated when the first people on earth bartered: it’s essentially a law of nature — not something that was invented in recent decades.

Engagement 48

Engagement Customer Experience Net Promoter Score Employee Engagement 48

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ReviewTrackers

JUNE 29, 2017

There’s no shortcut to creating a great customer experience. It takes a thoughtful strategy, a customer-focused organization, and a design that delivers on your brand promise. But many companies fail to handle problems effectively, which contributes to poor customer experience and engagement.

Customer Experience Design 70

Customer Experience Design Customer Experience Touchpoint Social Media 70

ClearAction

NOVEMBER 16, 2017

What is Customer Experience Ecosystem? Recent snafus caused by faulty customer experience ecosystem management include United Airlines dragging a paying customer out of his seat and off the plane per a random drawing of passengers to make room for a flight crew to fly on that overbooked flight.

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

ClearAction

SEPTEMBER 27, 2018

Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. The potter focuses first on foundational stability, then shaping, then fine-tuning. This article is the capstone of a 12-part series on Customer-Centered Business: 10 Keys to Organic Growth.

Customer Centricity 74

Customer Centricity Sports Policies Culture 74

CSM Magazine

JUNE 25, 2019

The integrated solution allows businesses using Amazon Connect to measure the customer experience through an advanced, post-interaction survey—making it easy to gain customer feedback on each interaction. Once the survey has been created, users are able to invite customers to the survey immediately after their experience.

Contact Center 40

Contact Center Connections Feedback Measurement 40

ClearAction

NOVEMBER 12, 2017

What is ‘Walking the Talk’ for Customer Experience? What does it really mean to “walk the customer experience talk”? An ironic byproduct of any customer engagement effort is that it intrinsically sets up expectations — externally and internally. And so do customers! Lynn Hunsaker.

Customer Experience 54

Customer Experience Customer Centricity Policies Customers 54

ProProfs Chat

MAY 6, 2020

Did you know that 67% of people worldwide believe that customer service as a whole is improving? One of the top reasons why customers have higher expectations from their preferred brands to offer the best service experience! Prompts them to share their awesome experience with your brand on public platforms.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

Beyond Philosophy

OCTOBER 24, 2014

Downie would tell you that it wasn’t his goal to be #1 on Trip Advisor, but instead to be the best experience for their Customers that they could. At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. Ensuring the management doesn’t get in the way.

ROI 74

ROI Net Promoter Score CEM Conference 74

Beyond Philosophy

JULY 5, 2015

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.

Customer Centricity 60

Customer Centricity Omni-Channel Company Banking 60

Verint

OCTOBER 2, 2017

Verint’s Kelly Koelliker, director, global solutions marketing, will present “Innovations and Trends in Customer Service” at 2 p.m. Verint’s Jon Allen, general manager, communities, will present “Redefining ROI: Win BIG with Social Communities” on October 19 at 6:30 p.m. Sitecore Symposium 2017. Consero Contact Center Forum.

Analysis 30

Analysis Customer Service Contact Center Omni-Channel 30

ClearAction

APRIL 3, 2015

Why Customer Experience Excellence Requires HR Engagement. People are at the center of providing or receiving customer experiences. And it’s commonly accepted that engaged employees are a prerequisite to high-value, engaged customers. —@Lynn_Teo. " —@thecxguy.

Engagement 48

Engagement Customer Experience Employee Engagement Culture 48

Verint

AUGUST 28, 2017

, I explained how public social networks and corporate-owned social communities are used to expand reach and improve customer engagement. In this blog, I’ll explore how these networks and communities—when used together—create a more comprehensive, consistent and satisfying customer experience. We’re here for you. -- Jack.

Social Media 35

Social Media Customer Service Customer Engagement Engagement 35

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

Verint

SEPTEMBER 21, 2017

Recently, Aberdeen Group and Verint recorded a webcast on the Next-Generation Back Office: Satisfy Customers & Drive Efficiency. Aberdeen research found that errors and delays in back-office processing were the number two cause of customer dissatisfaction. Customer experience is moving into the back office’s purview.

Customer Centricity 37

Customer Centricity Insurance Groups Contact Center 37

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

ShepHyken

NOVEMBER 28, 2022

Each week, I read many customer service and customer experience articles from various resources. When CEOs Engage Directly with Customers by G. Harvard Business Review) Customer expectation in the United States has held steady for the last decade, while customer satisfaction has deteriorated.

Customer Service 12

Customer Service Contact Center Case Study Tips 12

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Verint

NOVEMBER 7, 2017

The days of clear departmental ownership of employee and customer engagement are behind us. Smart, forward-thinking companies striving for customer-centricity know that there is one question that really matters: how can we all work together, at every level, to achieve success in these two critical, intrinsically bound areas?

Customer Centricity 30

Customer Centricity How To Resources Customer Engagement 30

Verint

SEPTEMBER 7, 2017

Mini-journey mapping and other employee/customer engagement strategies can help make your next conference the best one yet. From registration to closing, every interaction—even the micro ones—between your customers and your employees can make the difference between an amazing or so-so experience for conference attendees.

Conference 25

Conference Customer Journeys Employee Engagement Effort Score 25

SmartKarrot

MAY 10, 2021

A good customer experience will have a positive impact on revenue. Some businesses only focus on sales and marketing leading to less focus on customer engagement. Investing in customer experience will boost customer success and customer retention rates. Top 10 Customer Experience Mistakes.

Customer Experience 11

Customer Experience Social Media Customer Centricity Culture 11

Verint

DECEMBER 11, 2017

Just as you are, your customers are bombarded by digital information each day. As the noise increases, it grows increasingly challenging to gain and keep your customers’ attention. In my new blog for Customer Think , I discuss how digital feedback management solutions offer a less intrusive approach. Read more.

Feedback 31

Feedback Customer Journeys Survey Customers 31

Verint

OCTOBER 4, 2017

Verint is pleased to be a finalist in the 2017 Digital Innovation Awards by Ventana Research in the Customer Excellence category for Verint Digital Feedback Management. Simply said, if a customer can say it, write it or click it, we can collect, analyze and take action on it.

Innovation 30

Innovation Feedback Technology Customer Engagement 30

SmartKarrot

FEBRUARY 15, 2022

A look back at the past few years reveals the many significant changes in the world of customer service. The credit for these changes goes to the customer service experts who helped redefine the industry. This will help you stay up to date with the trends and best practices of customer service. Adrian Swinscoe. Annette Franz.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

Verint

JULY 6, 2017

Attendees will learn best practices to adapt to the needs of today’s rapidly evolving customer service environments, and ways to increase employee satisfaction by applying best practices in employee engagement, mobility, and intraday flexibility. destinationCRM.com Roundtable: Engaging Customers with Smart Customer Service.

Customer Insights 36

Customer Insights NPS Employee Engagement Analytics 36

ClearAction

JANUARY 14, 2015

State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? High-Touch in B2B Customer Experience. Seeing the Full Picture.

Customer Experience Management 48

Customer Experience Management Customer Experience Management B2B 48

Verint

AUGUST 1, 2017

Verint experts will present 15 English and Dutch interactive webinars throughout August on effective ways to enhance interactions with customers. This series will explore a wide variety of topics, including employee engagement, workforce optimization and voice of the customer, as well as security, fraud and compliance.

Customer Experience 25

Customer Experience ROI Analytics Employee Engagement 25

Verint

FEBRUARY 2, 2018

Verint’s Nancy Porte, vice president, global customer experience, will be part of a panel presenting “Customer Experience, Customer Success, Customer Retention: Are They All the Same?” With “experience” becoming a key differentiator for brands, marketing and customer experience are converging.

Marketing 23

Marketing Customer Retention Brands Customer Success 23

Verint

SEPTEMBER 22, 2017

In my last post , I reflected on my vacation to the Galapagos and my thoughts on how customer experience programs needed to evolve similarly to how various endemic species of the Galapagos were required to in order to survive.

Measurement 65

Measurement Case Study Comparison Customer Experience Professionals 65