Alida

MARCH 10, 2022

While direct feedback from customers plays a critical role in helping CX leaders make informed decisions, most brands today are challenged with data overload and fail to effectively identify customer behaviour trends and patterns.

Trends 130

Trends Feedback Customers Brands 130

Lumoa

OCTOBER 31, 2021

They share our passion for innovation and helping companies to become truly customer-centric in their decision making, as well as our focus on providing insights solutions that are easy to use and fast to implement,” said Johanna Sinkkonen, CEO of Lumoa. Founded in the Nordics,  Forsta  means “to understand” in Swedish.

Analytics 208

Analytics Touchpoint Customer Centricity Feedback 208

NICE inContact

JUNE 22, 2021

For example, our most recent survey of contact center decision-makers revealed that 66% of organizations not currently using cloud-based call center solutions are accelerating their move to the cloud as a result of the pandemic. Contact centers are busy these days with major initiatives. Busy times, indeed!

Contact Center 156

Contact Center Call Center Solutions Call Center Strategy 156

Think Customers

MAY 1, 2024

This article is published through a partnership with the European CX Organisation (ECXO). The answer to success: Overcoming decision fatigue In many cases, what limits adoption is our ability to decide (or lack thereof). So, how do leading tech corporations bypass our decision fatigue as users despite the complexity of their solutions?

ROI 52

ROI Software B2B System 52

CloudCherry

AUGUST 26, 2019

Originating in the tech sector, customer experience (CX) is now a hot topic in the B2B space—so hot, in fact, that many B2B CX experts believe it will define their companies’ competitive strategies in the coming years. Gartner found that over 80% of organizations expected to compete mainly based on CX in 2019.

B2B 199

B2B Conference Metrics B2C 199

ShepHyken

FEBRUARY 12, 2024

Plus, Shep and Venk discuss findings from the CX Buyers’ Insights Report , revealing what CX decision-makers will invest in and focus on for 2024 and beyond. Integrating technology with human support can enhance the overall customer experience.

Self Service 149

Self Service Contact Center Customer Service Representative Healthcare 149

NICE inContact

MARCH 3, 2021

The NICE inContact Customer Experience (CX) Transformation Benchmark is fielded in the US, Canada, UK, Australia with two surveys, one among consumers and one among contact center decision makers. Last year, we discussed the numerous impacts that the global pandemic had on both businesses and consumers.

Contact Center 177

Contact Center Chatbots Roadmap Consumers 177

InMoment XI

APRIL 6, 2022

It’s important to point out that the customer journey is different from the customer experience (CX). Optimizing the customer journey also helps decision makers at the company to stay focused on customers. Customer journeys are what your customers are doing, while the experience is how they’re feeling.

Customer Journeys 517

Customer Journeys Touchpoint Loyalty Customers 517

Eptica

SEPTEMBER 16, 2020

Based on primary research, Contact Babel’s 2020-21 Customer Experience Decision-Makers’ Guide, sponsored by Enghouse Interactive, delivers deep insight into the current state of the industry. You might also be interested in these posts: Why you can no longer ignore the cloud for CX applications.

Customer Experience 127

Customer Experience Contact Center ROI Trends 127

Experience Investigators by 360Connext

MAY 12, 2020

Getting Decision-Makers to approve new customer experience initiatives has rarely been easy. Getting your executive team or other decision-makers on board with customer experience right now has some unique challenges. With this in mind, let’s look at how we can present an argument for CX done well.

Customer Journeys 162

Customer Journeys Contact Center How To Effort Score 162

Lumoa

MAY 19, 2020

While the potential revenue losses are enough to get any CEO’s attention, many companies still aren’t making CX a priority. Here are a few ways that you can show the value of CX and make it easier for your CEO to get on board with it. Choosing the right CX vendors is a challenge because there are so many options on the market.

How To 259

How To Multi-Channel Return on Investment Strategy 259

Eptica

OCTOBER 2, 2020

In the second of our blogs based on insights from Contact Babel’s 2020-21 Customer Experience Decision-Makers’ Guide, sponsored by Enghouse Interactive, we look at the rising importance of CX to businesses and widening channel use by consumers, two key trends that are driving transformation in the sector.

Customer Experience 127

Customer Experience Call Recording Trends Consumers 127

Interactions

MARCH 28, 2024

39% of CX leaders polled by GDS state competing objectives and KPIs between departments within their organization as the reason their CX efforts are impeded. Amongst businesses, this remains a barrier to achieving CX excellence. We surveyed 500 business decision-makers across industries to find out where the disconnect lies.

Contact Center 62

Contact Center Innovation Consumers Chatbots 62

Heart of the Customer

APRIL 22, 2022

The need to understand multiple levels of your clients drives that complexity and is critical to a successful B2B CX strategy. You have to analyze the journeys of decision-makers, influencers, and users, as well as how […].

B2B 78

B2B Trends Strategy B2C 78

Blake Morgan

OCTOBER 27, 2022

Here are 10 stats showing the new world of B2B CX and what it means for companies: 1. 70% of B2B decision-makers are willing to make new purchases over $50,000 through self-service or online channels. Now, decision-makers are primarily digital natives who want to research and ask around online before making a purchase.

B2B 105

B2B Self Service Competitive Advantage B2C 105

Experience Matters

DECEMBER 11, 2017

In our Q3 2017 tech vendor study, we asked 800 IT decision makers in large North American companies if they would be willing to be references for the vendors that they use. The post Tech Vendors: Good CX Correlates to Referenceable B2B Clients appeared first on Customer Experience Matters®.

B2B 194

B2B Study Connections Customer Experience 194

InMoment XI

APRIL 8, 2015

In her session today, Cameron Karr presented a hugely practical suggestion in explaining the benefits of your CX program to key decision makers of an organization. From the theoretical to the practical, people have been presenting…and talking. And that’s the benefit. Enjoy and keep coming. View Article.

Video 200

Video Conference Automotive 200

InMoment XI

APRIL 8, 2015

In her session today, Cameron Karr presented a hugely practical suggestion in explaining the benefits of your CX program to key decision makers of an organization. From the theoretical to the practical, people have been presenting…and talking. And that’s the benefit. Enjoy and keep coming. View Article

Video 200

Video Conference 200

InMoment XI

APRIL 8, 2015

In her session today, Cameron Karr presented a hugely practical suggestion in explaining the benefits of your CX program to key decision makers of an organization. From the theoretical to the practical, people have been presenting…and talking. And that’s the benefit. Enjoy and keep coming. View Article

Conference 200

Conference 200

Playvox

FEBRUARY 8, 2022

As a leading analyst firm for the contact center and CX industry, ContactBabel publishes the Contact Center Decision-Makers’ Guide each year, giving the industry unparalleled insights into performance, operations, technology, and HR aspects of U.S. How do CX pros rate their own technology? Enter ContactBabel.

Contact Center 83

Contact Center Report Gamification NPS 83

ShepHyken

JANUARY 15, 2024

Top Takeaways: Shep’s Comment: Some may not see this as a customer service or CX interview. It is assuming responsibility for one’s decisions and actions. Inviting accountability opens the door to conscious decision-making, enabling individuals to confront their current behaviors, and get better long-term results.

Sports 80

Sports How To Exercises Culture 80

ClearAction

MAY 25, 2023

Everyone says “quick wins are your best route to CX success” Bah! Here’s how: Take 1 prevailing CX issue: how much is it costing you in service (totality), remedies, escalations, churn, and trust? We did this at Applied Materials, a semiconductor equipment maker, when I led CX companywide.

Customer Experience 118

Customer Experience Chief Customer Officer Leadership ROI 118

NICE inContact

JUNE 19, 2019

We surveyed over 900 decision makers in the contact center to get their opinions, and we compared these perceptions to what consumers say. In other words, organizations overestimated their CX success in these two areas. The post Is Your Business Overestimating Your CX Success? Here’s what we found out.

Self Service 138

Self Service Contact Center Omni-Channel Customer Centricity 138

NICE inContact

JUNE 26, 2019

We reported in the 2018 NICE inContact Customer Experience (CX) Transformation Benchmark that 91% of consumers expect a seamless omnichannel experience. To find out, we surveyed over 900 contact center decision makers. One top demand is for true omnichannel customer service , no matter the channel. Get your free copy today!

Omni-Channel 149

Omni-Channel Contact Center Consumers Report 149

Dapresy

APRIL 14, 2020

Let’s start off by noting some key trends we could expect in market research, customer experience (CX), and employee experience (EX): Customer and market research studies will continue to provide businesses with insight during these unprecedented times. EX programs will gain momentum and rival the importance of CX programs. KEY TRENDS.

Data 98

Data Study Report Meeting 98

InteractionMetrics

SEPTEMBER 13, 2023

But another reason is that without knowing it, many B2B’ers may rely on a consumer approach to CX when, in fact, B2B CX is different in five key ways. B2B CX Differences: B2B customers spend more per sale and over time. To discuss the unique nature of B2B CX and its impact on your surveys and the customer journey, get in touch.

B2B 52

B2B Sports Touchpoint Customer Satisfaction 52

Lumoa

FEBRUARY 6, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. That few seem to understand that CX is a long term programme of transformation that cannot be measured in 12 week quarterly financials.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Feedbackly

MARCH 1, 2024

There’s no doubt that Customer Experience (CX) in 2024 is going to be ripe with some new changes and challenges, especially within the digital retail space. Emotional Experience is an integral element of CX, and it helps businesses understand their clientele effectively and cater to their expectations well. Why Emotional Experience?

Trends 59

Trends Metrics Policies Brands 59

NICE inContact

OCTOBER 11, 2019

This is perhaps the biggest incongruity we discovered when we analyzed survey results from over 900 contact center decision makers. The surveys were administered as part of our latest research project, the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark.

Omni-Channel 121

Omni-Channel Self Service Meeting Contact Center 121

NICE inContact

JUNE 5, 2019

The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals some very interesting similarities and differences between consumers and businesses in terms of how they view customer service. Interested in hearing more about businesses’ attitudes toward AI? You’re in luck! Get your copy today !

Consumers 136

Consumers Chatbots Contact Center ROI 136

ECXO

FEBRUARY 14, 2022

A true global CX organization needs to speak and understand cultures, languages and differences. Since customer experience is all about inclusion, diversity empathy, hyper personalization and understanding of every individual needs of employees, partners and customers and culture and CX maturity differentiation and uniqueness in each country.

Culture 98

Culture Case Study Employee Experience Innovation 98

ECXO

FEBRUARY 26, 2024

However, I also realized that many are not sure how to develop intentional positive experiences with a clear understanding of how people react to stimuli and that in the end, it’s about making decisions. I’m about to introduce some compelling principles of behavioral science that can be used to shape customers’ decisions.

Sales 114

Sales Customers Social Media Examples 114

PeopleMetrics

DECEMBER 1, 2021

CSR specializes in obtaining continuous insights from high value audiences, including C-Suite decision-makers, brokers, promoters, the highest CLV customers, high-net worth investors, physicians and more. We see the experiences of high-value customers being increasingly important and underserved in the CX market.

Telecommunications 118

Telecommunications B2C B2B Hotels 118

Bill Quiseng

JUNE 6, 2023

Disney knows that the mother is the decision maker. Customers buy with emotion and justify their decisions with reason. customerservice #customerexperience #custserv #custexp #cx Because Disney understands their customer. Mom or Dad? 1 is Safety. QUI Takeaway: To earn customer loyalty, don’t get inside their heads.

B2C 88

B2C Loyalty Customers B2B 88

CSM Magazine

APRIL 14, 2021

Survey of marketing decision-makers reveals major hurdles in updating CX strategies. The findings reveal that, while 89% of respondents think a CX strategy is important or very important to business success, less than half (47%) review and evaluate their CX strategy annually or even less frequently.

Company 52

Company Multi-Channel Analytics Study 52

ECXO

JUNE 11, 2023

CX design is no longer just about aesthetics. But, many European firms still have a long way to go to reach the levels of CX maturity seen in B2C. If you need to rethink your CX offer, or haven’t got started, time is not on your side. Business buyers have changed the way they behave and buy. How do they consume content?

B2B 130

B2B B2C Touchpoint Customer Journeys 130

Inbenta

JANUARY 25, 2021

Luckily, technology keeps on adapting to help deliver tools that can make customer experience (CX) a truly seamless experience for companies and consumers. So what are the trends that will shape CX in 2021 that organizations need to know in order to win customers’ business? Customer service goes remote. Hyper-personalization.

Trends 97

Trends Self Service Customer Experience Omni-Channel 97