ClearAction

DECEMBER 16, 2017

Rethinking Customer Engagement: Put Your Relationship First Lynn Hunsaker. Sounds way out of sequence, but it’s often exactly how we treat our customer relationships. Customer love stories are no different. It’s the company’s responsibility to ensure teams work together to be customer-centric.

Customer Engagement 54

Customer Engagement Engagement Social Media Customers 54

Eptica

FEBRUARY 22, 2017

Date: Wednesday, February 22, 2017 Building a strong customer-focused service culture. Published on: February 22, 2017. Only then will you be able to woo, wow and win them.

Culture 55

Culture Customer Focused Knowledge Base Effort Score 55

ShepHyken

MARCH 10, 2024

5 Straightforward Ways Small Business Owners Can Create a Stellar Customer-Focused Culture by Steven Van Belleghem (America’s Small Business Network) Embarking on a journey to craft a customer-focused culture within a small business landscape isn’t just about adhering to the norms—it’s about redefining them.

Self Service 76

Self Service Customer Service Airlines Touchpoint 76

Quadient

NOVEMBER 15, 2017

Last week, we examined the pressures on the CMO to deliver faster, more relevant innovation to drive customer engagement across a growing number of channels, and how these pressures continue to lead to a proliferation of Martech software acquisitions that are disconnected from traditional IT systems.

Customer Focused 45

Customer Focused Advertising Innovation Software 45

Verint

OCTOBER 23, 2017

Are you engaged in a customer engagement optimization initiative that you feel has the potential for broad impact at your organization? If you leverage some of the tools and ideas above, you too may be able to amplify customer engagement optimization at your organization.

ROI 51

ROI Customer Engagement Engagement Banking 51

Oracle

SEPTEMBER 9, 2018

Ovum, an independent analyst and consultancy firm, recently released its Ovum Decision Matrix: Selecting a Customer Engagement Platform, 2018–19 report. Yet, as with much of technology, machine learning is only good as the quality of data that goes into it, and the customer-focused strategies that drive it.

Report 45

Report Customer Engagement Engagement Consulting 45

Customer Guru

MARCH 7, 2018

Jennifer Parnell currently serves as the Deputy General Manager – Customer Engagement at BookMyShow. She comes with 20 years of work experience, of which 15years have been in Customer Experience. Being a customer focused organization, BookMyShow ensures that customers are at the core of all actions.

Customer Engagement 62

Customer Engagement Net Promoter Score Entertainment Engagement 62

Think Customers

JANUARY 26, 2016

Part of the reason McDonald's has misfired is that it lost touch with its customers' interests. But buoyed by a strong fourth quarter that beat analysts' expectations, McDonald's recent customer-focused turnaround appears to be putting some luster back in the golden arches. 1to1Media.com/weblog.

Customer Focused 40

Customer Focused Trends Sales Customers 40

Waypoint Group

OCTOBER 17, 2019

Recognizing the need to create more customer advocates (“Promoters”) and improve retention, Reciprocity wanted to better utilize u nbiased feedback from the customer contacts that matter most (that is, Buying Committee members, not just end-users) to drive its product, customer experience and company. This is about feedback.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

Verint

JUNE 6, 2017

The 4th annual Verint Executive Summit also took place during Engage, hosted by a partner and division COO from a global management consulting firm. The theme was holistic customer engagement —helping organizations empower their customers and employees through intelligence that can be shared enterprise-wide.

Customer Engagement 34

Customer Engagement Engagement Employee Engagement Conference 34

Verint

NOVEMBER 2, 2017

Verint’s Dan Bodner, CEO, will present the opening keynote “Artificial Intelligence—Applications and Customer Engagement” at The Center of Excellence, Wireless and Information Technology (CEWIT) conference on November 7 at Stony Brook University’s CEWIT facility in Stony Brook, New York.

Customer Engagement 42

Customer Engagement Virtual Agent Engagement Wireless 42

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Verint

FEBRUARY 23, 2017

Verint’s contribution to this theme was an interactive general session called “Customer Engagement LIVE!” Here are some of the highlights we heard during the read back presentations around customer engagement strategies:

Customer Engagement 28

Customer Engagement Engagement Conference Groups 28

Verint

NOVEMBER 16, 2017

Leading enterprises recognize that the effective adoption and implementation of automation and artificial intelligence (AI) solutions within their customer engagement operations can be game-changing for the enterprise, potentially yielding higher revenue, lower operating costs and greater customer satisfaction.

Customer Engagement 32

Customer Engagement Engagement Strategy Wireless 32

InMoment XI

FEBRUARY 14, 2024

How to Build an Omnichannel Customer Experience Implementing a strategy that creates an omnichannel customer experience can seem like a complex process. Building an omnichannel experience requires creating a customer-focused culture, and software to support it. But, it may not be as hard as you think.

Omni-Channel 260

Omni-Channel Customer Experience Social Media Touchpoint 260

Verint

AUGUST 24, 2017

The answers can drive business and workforce optimization at your organization—by incorporating advanced analytics as part of your customer engagement strategy. Not only do they “wow” the selected premium customers—they also promote the Porsche brand. Opportunity abounds. Help your organization soar!

Analytics 34

Analytics Customer Engagement Engagement Strategy 34

Verint

JULY 13, 2017

Fresh off its Engage Global Customer Conference at the Loews Royal Pacific Resort in Orlando, Florida, Verint announced a new industry analyst evaluation, solutions honor and series of customer wins, reinforcing that customer engagement continues to drive competitive advantage and better overall experiences.

Customer Engagement 25

Customer Engagement Engagement Transportation Competitive Advantage 25

ShepHyken

NOVEMBER 30, 2022

The dance is the metaphor for your business, and what got them to the dance is why customers keep doing business with you.? . The point of this is to think about changes you make that aren’t customer-focused. Any change, even if you think the customer will like it, could be opposed and cause friction.

Policies 120

Policies Customer Focused Customer Service Training Software 120

Verint

OCTOBER 10, 2017

If yours is among the growing number of companies that have embraced customer engagement as a business strategy, you may be wondering, “Should we be doing something differently than before?”. The place to start is the customer journey. The bolded items comprise the core elements of a complete customer engagement suite.

Customer Journeys 28

Customer Journeys Customer Engagement Self Service Engagement 28

Verint

JANUARY 16, 2018

In today’s customer care environments, a strong quality management (QM) system is crucial to moving customer engagement interactions to the next level of performance excellence. For many years, companies have used QM software and techniques to optimize their customer service operations.

Customer Engagement 34

Customer Engagement Engagement Effort Score e-support 34

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. —remain essentially the same.

Customer Engagement 24

Customer Engagement Engagement Tips Innovation 24

Kristina Evey

OCTOBER 8, 2014

It all begins with hiring the right folks to represent your company and serve your customers. Start with the interview process when determining the customer focus of your candidates. Have specific customer service intent questions included in the interview process. But there is another factor in this equation… your staff.

Customer Service 323

Customer Service Customers Customer Experience Management Leadership 323

ShepHyken

DECEMBER 7, 2020

Six Steps for Improving Customer Engagement and Loyalty by Genelle Kunst. Chain Store Age) Establishing a loyalty program is a fundamental first step to improving customer loyalty. However, there are other key strategies that can help improve customer engagement and retention. And there are nine more!

Customer Service 144

Customer Service Self Service eBook Loyalty Programs 144

Customer Bliss

NOVEMBER 29, 2018

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. Lean into Your Customers. Build Customer Engagement into the Budget.

Chief Customer Officer 195

Chief Customer Officer System Handbook Engagement 195

Blake Morgan

JANUARY 20, 2022

His blog, Customers That Stick, features interviews with top CX leaders and answers common customer-related questions. . He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . Adrian Swinscoe . Annette Franz . Jeff Toister .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Verint

MAY 1, 2018

Customers from all over the world will convene for this annual event that highlights customer success, market trends, technology innovation, customer experience insights and best practices for simplifying, modernizing and automating customer engagement operations.

Self Service 22

Self Service Customer Engagement Engagement Omni-Channel 22

Win the Customer

JANUARY 3, 2014

This simple blueprint is a guide for how to overhaul and improve customer experience and enhance customer engagement in just one year. Communication Customer Experience Customer Focus infographic Management'

Infographics 131

Infographics Customer Experience Customer Focused Communication 131

ShepHyken

AUGUST 1, 2022

Despite Importance of Customer Engagement, Few Companies Excel at It, HBR Finds by destinationCRM. Destination CRM) In a new report, HBR found that while 88 percent of global business leaders recognize that customer engagement has a significant impact on their organizations’ bottom line. Follow on Twitter: @Hyken.

Customer Service 69

Customer Service B2C B2B Guest Experience 69

Verint

DECEMBER 13, 2016

Earlier this month, we wrapped up Verint’s global Engage customer events for the year at the amazing Savoy Hotel in London.

Engagement 39

Engagement Customer Engagement Hotels Customers 39

ChurnZero

APRIL 1, 2024

Team up with marketing: start using AI tools to identify which materials are getting the most traction, and make more of them to boost customer engagement in the onboarding process and beyond. Tools like Synthesia are ideal for creating AI-generated multimedia content at scale.

Customer Journeys 76

Customer Journeys Strategy Analysis Tips 76

ECXO

SEPTEMBER 6, 2023

Abstract: A Customer Data Platform’s ultimate value is providing a unified omnichannel perspective of primary customer data for marketers and the ability to activate that data for real-time customer engagement. But can a Customer Data Platform truly enhance the customer experience?

Customer Experience 75

Customer Experience Data Customer Centricity Culture 75

Verint

MAY 1, 2017

Verint’s Martyn Riddle, marketing director, Asia Pacific region, will present as part of a panel called “Customer-Obsessed Game Changers” at this Forrester event at 2:50 p.m. CX Sydney 2017. May 9; Sydney, Australia.

Customer Focused 27

Customer Focused Loyalty Culture Groups 27

ShepHyken

SEPTEMBER 7, 2020

Customer Experience or Customer Engagement – what’s the difference and how do you truly engage? CustomerThink) Customer experience is traditionally focussed on flexing what you do to meet customer expectations. My answer is that customer engagement is what can enhance the customer experience. (Of

Customer Service 91

Customer Service Customer Retention Feedback Customer Centricity 91

CSM Magazine

JANUARY 31, 2024

This shows that customer engagement and experience matter, too, while selling policies. This saves time and helps the customer focus on fixing their problem rather than making long calls and filling out forms. With deteriorating services, the company may lose its reputation and deal with a negative experience.

Insurance 59

Insurance Industry Self Service Customer Service 59

Verint

NOVEMBER 15, 2017

We have begun to see the boundaries of the contact center expanding as its functionality encroaches upon other departments within the enterprise, agents gain access to subject matter experts in other departments, and data silos have come together in the interest of improved customer service.

Contact Center 31

Contact Center Customer Engagement Insurance Engagement 31

Experience Investigators by 360Connext

MARCH 31, 2015

As some of you who follow this blog may know, I took the CXI® magnifying glass with me to South By Southwest Interactive this month to scout for customer-focused themes within the latest tech trends. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Technology 110

Technology Customer Experience Social Media Trends 110

ShepHyken

DECEMBER 6, 2023

It’s about a customer-focused, friendly approach that doesn’t taint the experience. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. The passenger complied, but the employee never made things right. It’s not about blame.

Customer Service Training 146

Customer Service Training Customers Interaction Customer Service 146