How to Engage Customers – “Hearts, Then Charts” White Paper

ijgolding

Followers of my blog will know that I am keen to share others perspectives on the subject of Customer Experience when the opportunity arises. ” The big question is HOW do you achieve it – how do you transform an organisation to become Customer Centric?

Customer Analytics Best Practices: Free White Paper

Bob Hayes

Download the free 22-page white paper by clicking the image. We surveyed 80+ customer-centric professionals in companies with formal customer-centric programs (e.g., Download the complete 22-page white paper here. Customer Experience / Success Programs.

New White Paper: A Digital Feedback-Fueled Approach to Personalisation

mopinion

TechTarget defines personalisation as a “means of meeting the customer’s needs more effectively and efficiently, making interactions faster and easier, and consequently, increasing customer satisfaction and the likelihood of repeat visits”.

White Paper: Designing a World-Class CX Approach

Heart of the Customer

What does it take to design a customer experience (CX) program that drives business results? The post White Paper: Designing a World-Class CX Approach appeared first on Heart of the Customer. Customer Experience Resources

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Why Conversational AI Is Key to Customer Service in the Customer Experience Era

How to Create a CX Approach for Maximum Impact [White Paper]

IntouchInsight

There are several trends occurring across the world that are contributing to hyper-competition around customer experience. Research firms such as Forrester and Gartner have coined this as the “Age of the Customer,” as superior customer experience is one of the few remaining means of sustainable competitive differentiation for companies. Customer Experience Management

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New White Paper: How to Boost your Retail Website with Online Feedback

mopinion

The online customer journey in retail is going through a major transformation. The post New White Paper: How to Boost your Retail Website with Online Feedback appeared first on Mopinion. Default Blog online feedback research-insights retail industry white paper

New White Paper – Retaining Customers in Tough Economic Times

MaritzCX

In a new white paper titled “Retaining Customers in Tough Economic Times”, Kyle LaMalfa, Allegiance Best Practices Manager & Loyalty Expert, offers 9 tips for succeeding at customer retention in a marketplace that doesn’t follow traditional rules

New White Paper – Retaining Customers in Tough Economic Times

MaritzCX

In a new white paper titled “Retaining Customers in Tough Economic Times”, Kyle LaMalfa, Allegiance Best Practices Manager & Loyalty Expert, offers 9 tips for succeeding at customer retention in a marketplace that doesn’t follow traditional rules

New White Paper – Retaining Customers in Tough Economic Times

MaritzCX

In a new white paper titled “Retaining Customers in Tough Economic Times”, Kyle LaMalfa, Allegiance Best Practices Manager & Loyalty Expert, offers 9 tips for succeeding at customer retention in a marketplace that doesn’t follow traditional rules

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

topic in C-suites, AI for customer engagement is white hot. As a pioneer in AI for contact center customer service and customer. companies to transform—not just improve—customer service and. center customer service. Intelligence in the Customer Engagement.

White Paper: VoC in the Contact Center

Confirmit

This causes management to focus primarily on efficiency metrics to measure success while failing to realize the potential of the contact center to serve as a driver of long term profitable customer relationships, and a source of competitive differentiation. Voice of the Customer White Papers

[WHITE PAPER] What you need to know about Voice of the Customer methodologies

iPerceptions

Voice of the CustomerNew research methods are constantly coming to the forefront. Every industry is inundated with the ‘next generation’ approach that will revolutionize their industry.

New White Paper from Frost & Sullivan on Improving Customer Experience and Business Results

Customer Interactions

In its new white paper You Can Have It All: Satisfied Customers AND Profitable Operations, industry analyst firm Frost & Sullivan confirmed that optimizing customer interactions is critical to improving business performance. According to the Frost & Sullivan white paper, what successful companies have in common is that they build a system to optimize the dynamics of customer interactions, whether by phone, email, chat or social media.

Cross-Company CX: Closing the Loop at Every Level

CustomerGauge

When discussing closing the loop with customers and delivering great CX, responsibility is often shifted to the frontline. While it’s true that these employees are the first line of defense in resolving issues with dissatisfied customers, they aren’t the only ones bearing the burden.

The Top 3 Ways to Forecast for Your Contact Center

that customers may decide to go elsewhere, to. for Your Contact Center WHITE PAPER Good forecasting generates immediate. savings and improves customer satisfaction. overstaffing, minimizes customer wait times. and optimizes the customer experience.

Intelligent Experiences: Where CX Meets Tech

Storyminers

From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems.

THE 2015 CUSTOMER EXPERIENCE OUTLOOK

Storyminers

I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders.

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Know Your Survey: Voice of Customer and Market Research

CustomerGauge

I’ve seen a lot of companies who have invested in capturing customer […]. The post Know Your Survey: Voice of Customer and Market Research appeared first on CustomerGauge. Blog Featured NPS and CX Benchmark Survey surveying white paper

Understanding the power of ForeSee benchmarks

ForeSee

The way it relates to customer experience isn’t much different; ForeSee’s. Customer Experience Research Retail benchmarking Benchmarks white papersThe basic definition of a “benchmark” is a standard or point of reference to which something can be compared.

The Experience Margin: Only CX can save retail brands

Currency Alliance

This has come at the cost of innovation, experimentation, and ultimately customer experience. This is tantamount to shrinkage – because as the economy expands to accommodate new services and innovative customer experiences, retail occupies an ever smaller market share.

Intelligent Experiences: Where CX Meets Tech

Storyminers

From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems. They used the then-new tech to operate more efficiently and profitably—mostly by shifting work from a company’s payroll to its customers’ shoulders.

THE 2015 CUSTOMER EXPERIENCE OUTLOOK

Storyminers

I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders. The post THE 2015 CUSTOMER EXPERIENCE OUTLOOK appeared first on Mike Wittenstein. I contributed an article about Intelligent Experiences: Where CX Meets Tech (page 28). You’ll also find articles from : B. Joseph Pine II & James H. Gilmore, Brandon […].

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Converting Customer Survey Respondents into Social Media Advocates

MaritzCX

This article was first published as a Maritz Research White Paper. You can view the original paper here.

Take the Mystery out of Mapping with our New Journey Mapping Guide

Touchpoint Dashboard

Today, customer experience is at the forefront of company strategy across industries worldwide. Blog White Papers Experience Map Journey Map Touchpoint Map

Methods to Measure Customer Loyalty

Currency Alliance

Please note that “Transactions” are only an element of building healthy relationships with customers. The post Methods to Measure Customer Loyalty appeared first on Currency Alliance. White Papers

The Attention Equilibrium

Currency Alliance

Paraphrasing Jean-Baptiste Say, The Economist writes that, in order to get to grips with demand and supply, you need to make an “intellectual jump… from micro to macro, from a worm’s eye view of individual plants and specific customers to a panoramic view of the economy as a whole.” .

Paranoid Brand Warning: Consumers can sense your fear

Currency Alliance

On evidence, true customer loyalty is won through projecting self-assuredness, generosity and boldness through your brand. As consumer marketing agency C Space puts it in their 2017 report, “Unlocking Customer Inspired Growth,”. Want to win over loyal customers?

Slaying Algorithmic Aversion: If Co-Workers Resist Your Algorithms, How Will You Improve Customer Experience?

Centriam Customer Experience Lab

Centriam’s Data Science team recently authored a new white paper on the massive opportunities for modern machine learning algorithms to improve customer experience. Customer Experience Analytics Machine Learning

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The Convergence of Customer Communications and CX

Topdown

We have been writing about the convergence of customer communications management (CCM) and digital customer experience (CX) management technologies for over four years. We researched with Forrester , produced an ebook , and authored a white paper , all digging deeper into the detailed why’s and how’s of the topic. Customer Experience Customer Communications INTOUCH

Three Actions to Build the Front Line Customer Experience

Customer Bliss

Here are three “get real” actions to build front line relationships with customers: 1. Get rid of the jargon in how you talk to and about customers. From this white paper bag, Amy’s finds the personalities that will serve and help the customers who visit their shops.

How designing a customer experience culture leads to sustained commercial success – a whitepaper by Cranfield School of Management and Pelorus Jack

ijgolding

‘Culture by design’, a white paper by Pelorus Jack and prominent academics from Cranfield School of Management , explores how to connect organisations with their customers to create a consistent, world-class customer experience that leads to sustained commercial success.

Driving Change Through Journey Mapping

Heart of the Customer

We surveyed over 100 practitioners and vendors to learn the best practices, and published them in this white paper. The post Driving Change Through Journey Mapping appeared first on Heart of the Customer. Too much journey mapping is done in an intuitive manner.

Retail Apps Are Outperforming Mobile Sites and 4 More CX Stories You Should Read

iPerceptions

We launched a new logo and tagline (learn more here ), we attended the Adobe Summit in Las Vegas and even published a new white paper that covers the best practices of running a Voice of the Customer (VoC) program. Customer ExperienceMarch was a busy month in CX news and for iperceptions.

Monetized Net Promoter®—Tying Revenue to NPS®

CustomerGauge

This model provides steps for measuring customer feedback and acting to quickly close the loop. In our recent white paper, Next-Generation […]. In the past, many companies have employed a “heritage Net Promoter” model.

NPS 101

How content marketing helps you support customers, not just win them

Kayako

Content marketing can be for more than just gaining new customers — it can, and should, serve as an educational tool. You’ll also have unhappy customers. Buying your product doesn’t make customers experts – they need you to educate them. White papers.

Press Release: Truthlab Unveils CXM Solutions for B2B Companies

Truthlab

Customer Experience Technology

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