ShepHyken

DECEMBER 27, 2022

Shep Hyken interviews Amy Brown, founder and CEO of Authenticx , a software that listens, analyzes and activates customer voices at scale. She shares findings from Authenticx’s Customer Voices Report and how organizations can use data to drive customer experience strategies.

Healthcare 126

Healthcare Customer Centricity Customer Voice Employee Engagement 126

Retently

JULY 28, 2023

However, making sure customer experience is handled the right way throughout your entire organization can be tricky – especially if you have a large company with multiple departments and branches. Miscommunications, low employee engagement, and the lack of a customer-centric company culture can also get in the way and make things worse.

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. At this level, you’re also working on developing a customer experience strategy. Stage 5 — Align: Being customer-centric is the norm in your company at this stage.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Dapresy

FEBRUARY 19, 2020

Verdane is the major investor in data visualization reporting firm Dapresy and will merge the two companies. The combination of the Dapresy and Confirmit solutions will be unmatched in the market research and customer experience arena,” said Pål Malmros, responsible for the investment at Verdane. About Confirmit. About Verdane.

Multi-Channel 94

Multi-Channel Software Report Analytics 94

ECXO

JUNE 11, 2023

Customer Centricity is often driven by a passionate ambassador driven by the ambition to make a company more successful, whilst making employees and customers happy.

Customer Experience 121

Customer Experience Customer Centricity Competitive Advantage Government 121

CloudCherry

JANUARY 21, 2020

For VoC insight to be meaningful, companies need to be able to collect feedback across multiple channels- possibly in various languages. While CX professionals understand that VoC feedback contains a goldmine of valuable customer insights, they can struggle to extract meaning from all of the disparate insights they collect.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

Wired and Dangerous

AUGUST 20, 2018

Gallup* reports that 87% of employees worldwide are not engaged! The majority (67%) of employees were “not engaged,” while another 18% were “actively disengaged.” Engaged employees are involved in, enthusiastic about, and committed to their work. Are your employees engaged?

Customer Journeys 70

Customer Journeys Employee Engagement Training Report 70

COPC

APRIL 1, 2024

Operational efficiency technologies extend to applications that provide real-time analytics, prompts, and AI-driven tools for insights and reporting. AI-powered chatbots can now better understand customer queries and respond in a way that mirrors natural human conversation.

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

Calabrio

MAY 10, 2019

As consumers have become more informed and competition amongst companies fiercer, customer experience (CX) has emerged as a key point of competitive differentiation and the contact centre as an essential part of the experience. How Superior Employee Experience Drives Superior Customer Experience. Thursday, 23 May 10:45 am.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

SurveySparrow

JUNE 20, 2023

Whether you’re focused on employee engagement, seeking an intuitive form builder, or in need of advanced research capabilities, we’ve got you covered. It specializes in creating interactive surveys that keep your audience engaged, making it a lively survey company.

Survey 52

Survey Analysis Analytics CRM 52

Alida

JUNE 29, 2016

Improve the understandability of your customer insight using the charts that are most applicable to your question types and findings. Make customer insight easy to consume for your stakeholders and team members. Make beautiful and responsive reports. Save yourself hours of administration.

Communication 140

Communication Data Innovation Analysis 140

Kustomer

SEPTEMBER 1, 2022

From surveys and reviews to VOC and other tracking methods, organizations should be constantly communicating and collecting data to determine customer satisfaction (CSAT) long after they have made a purchase. Reaching out to consumers this way is proactive customer service. Create a Longstanding Program.

Customer Service Strategies 104

Customer Service Strategies Self Service Strategy Customer Service 104

Clicktools

MAY 18, 2017

With the recent release of the Temkin Group report, The Four CX Core Competencies , I started thinking about how technology could be applied to strengthen and support these competencies. Compelling Brand Values : Deliver on your brand promises to customers. Employee Engagement : Align employees with the goals of the organization.

Technology 51

Technology Customer Connectedness CRM Employee Engagement 51

Experience Investigators by 360Connext

OCTOBER 2, 2018

The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title.

Customer Experience 225

Customer Experience Customer Journeys Culture Leadership 225

Storyminers

DECEMBER 22, 2017

First, there are concepts you need to get right internally: Your Customer Experience strategy. One of the key components to improving customer experience, and to making a success of any CX program, are the actions you take in response to customer insight and information, and this is aided by a well-designed strategy.

Customer Experience 138

Customer Experience Self Service Multi-Channel Customers 138

Alida

NOVEMBER 10, 2017

Blockchain will transform many industries—including big markets like financial services —so companies need to get closer to their customers to understand the impact of this technology to consumer behavior. Insight-driven businesses continue to gain ground. Forrester says 2018 is the year organizations obsess about the customer.

Trends 174

Trends Retail e-support Technology 174

Dapresy

FEBRUARY 19, 2020

Verdane is the major investor in data visualization reporting firm Dapresy and will merge the two companies. The combination of the Dapresy and Confirmit solutions will be unmatched in the market research and customer experience arena,” said Pål Malmros, responsible for the investment at Verdane. About Confirmit. About Verdane.

Multi-Channel 52

Multi-Channel Software Report Analytics 52

Kustomer

OCTOBER 14, 2020

From surveys and reviews to VOC and other tracking methods, organizations should be constantly communicating and collecting data to determine customer satisfaction long after they have made a purchase. Some of the most successful strategies included tracking customer happiness and collecting direct feedback through a satisfaction survey.

Customer Service Strategies 105

Customer Service Strategies Self Service Strategy Customer Service 105

ijgolding

OCTOBER 3, 2016

How many customer segments should we have? Where should the CX function report into. Should we have a Chief Customer Officer. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. I could go on.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

SurveySparrow

AUGUST 14, 2023

Employee Engagement Your employees are the ambassadors of your brand. Engaged employees play a vital role in delivering exceptional customer experiences. Consistent branding creates a seamless experience for customers while maintaining brand consistency. Elevate your CX program today!

Customer Experience 52

Customer Experience Customer Journeys Customer Centricity Omni-Channel 52

Experience Investigators by 360Connext

JULY 28, 2020

They rarely include the word customer beyond discussing how to acquire them. Business leaders are asked to report results in the form of dollars and cents, as well as providing shareholder value or share of wallet. The human customer is literally removed from the equations. Develop how improvements will be addressed.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

Forrester's Customer Insights

DECEMBER 20, 2018

Forrester clients across industries report that their existing intranet projects are struggling to find relevance with employees. Understand the value of placing employee experience at the center of a refreshed intranet initiative. Have further questions about employee engagement and knowledge management?

Employee Engagement 41

Employee Engagement Employee Experience Report Engagement 41

ijgolding

JUNE 9, 2015

The lower your scores, the greater your level of understanding will be in the need to create a development plan: Section C 1 – Customer-centric Culture. A customer-centric organisation. Drives employee engagement and involvement — from the front lines to the executive suite. Ability to plan, implement, and manage change.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

SurveySparrow

NOVEMBER 8, 2020

The purpose of surveys is to obtain customer insights from a larger sample. The customer insights obtained will be only from a small group of desktop users, and a huge chunk of customers’ opinions will be missed out on. Leverage the use of chatbots for website to enhance user engagement and generate leads.

Survey 59

Survey Chatbots NPS Net Promoter Score 59

Maru/HUB

MARCH 16, 2018

A recent research report revealed that only a handful of businesses can establish financial results through their CX programs. 88% of respondents are capturing feedback from customers but only 25% are including feedback from suppliers or partners. What you should always include on your Customer Experience dashboard.

Customer Experience 40

Customer Experience ROI Financial Employee Engagement 40

Experience Investigators by 360Connext

OCTOBER 2, 2018

The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title.

Customer Experience 110

Customer Experience Customer Journeys Culture Leadership 110

West Monroe

JUNE 26, 2018

Over the past few years, water utilities have begun to embrace the importance of a unified customer experience strategy – one that involves technological transformation, employee engagement, and process improvements. A unified customer experience strategy requires more than employee engagement.

Customer Centricity 40

Customer Centricity CRM Employee Engagement Loyalty Programs 40

Oracle

FEBRUARY 28, 2020

Gaining information from your customers about what’s working, and what’s not, is invaluable. Yet, gleaning customer insight for your business can be difficult. in product, customer service, marketing, operations) affect this score.” The better the outlook, the happier the employees.

Net Promoter Score 50

Net Promoter Score Effort Score NPS Survey 50

SurveySensum

OCTOBER 9, 2023

Pros Cons Multiple templates available Customizing PDF reports have limitations Make smart forms without coding Learning curve for advanced features Customer Review Source Pricing The tool’s price starts at $34 per month. Supports real-time analytics and reporting. It can handle online payments securely.

Multi-Channel 52

Multi-Channel Analysis Survey Analytics 52

Alida

AUGUST 26, 2016

A 2014 report from the analyst firm Demand Metric shows that two-thirds of companies employ different types of online communities. Ninety-three percent of large companies use Facebook , according to a 2015 Social Media Examiner report. Advocate communities allow brands to mobilize their most passionate, loyal customers.

Social Media 100

Social Media How To Innovation Software 100

ClearAction

JULY 29, 2018

Keeping the aircraft clean, adjusting policies and processes, smoothing hand-offs — everything behind-the-scenes as well as customer-facing was seen in a customer-focused viewpoint. A train driver for Virgin Rail received a customer experience award even though train drivers don’t interact with customers.

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

Experience Investigators by 360Connext

JANUARY 8, 2015

If you sell anything to anyone, you would do yourself a world of good by enlisting mystery shoppers (sometimes called secret shoppers) into your customer insights mix. It’s an easy and quick fix to improve the customer experience. Who needs mystery shoppers? But, first, let’s talk about what it is v.

Customer Experience 110

Customer Experience Feedback Social Media Customer Journeys 110

CCO Council

MAY 20, 2014

Customer monitoring More and more of our customers are on social media and, with the proliferation of social media monitoring tools, we have at our fingertips a very rich and real-time view of customer (or end-user, as it may be for your business) needs, desires, and issues. What are your thoughts?

Social Media 74

Social Media Chief Customer Officer Guidelines Video 74

Retently

OCTOBER 19, 2018

However, making sure customer experience is handled the right way throughout your entire organization can be pretty difficult – especially if you have a large business with multiple departments and branches. According to it, only 24% of the surveyed companies had a person in charge of the customer experience within their organization.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Call Center Metrics 98

Eptica

APRIL 25, 2018

They know that they must keep innovating and improving if they are to differentiate their customer experience and therefore thrive. However, knowing what they need to do, and actually achieving it, are clearly very different things, as the latest Temkin Group State of CX Management 2018 report shows.

Customer Connectedness 49

Customer Connectedness Self Service Brand Values Financial 49

ClearAction

NOVEMBER 16, 2017

Business ecosystem (= customer experience ecosystem) includes customers, employees, suppliers, distributors, partners, agencies, competitors, rituals (planning, funding, reviewing, rewarding, reporting, communicating, advancement, training) and the logistics and interactions between all these stakeholders and rituals.

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

Alida

SEPTEMBER 21, 2018

Forrester Principal Analyst Rick Parrish took the stage to talk about customer experience (CX) transformation. Sharing data from a recent Forrester report, Parrish said CX improvements across many industries have stagnated, creating a leadership gap. Don’t let CX stagnate. To improve, companies need to revisit their strategy.

Innovation 145

Innovation Feedback Customers Engagement 145