Wed.Jan 17, 2018

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Improve Customer Experience with the Help of These 4 Teams

Kayako

When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it. Customer experience encompasses the entire end-to-end journey a customer takes. That involves a whole lot more than just your customer service or support team.

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CES Sum Up: The Top 5 Gadgets We Can’t Wait to Purchase

QuestionPro Audience

The Consumer Electronics Show (CES) is an annual trade show where the consumer technology world goes to introduce their newest innovations to the marketplace. Some of these innovations are not necessarily going to be unleashed to the marketplace, but garner attention for the brand, such as the car-sized drone a Chinese company EHang unveiled in 2016.

Consumers 236
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How and Why to Map Your Stakeholders

CX Journey

Image courtesy of Pixabay Today I'm pleased to share a guest post by Paul Laughlin. This post was originally published on his blog on October 2, 2017. Do you have a stakeholder map? Is it up-to-date and do you use it? Those questions frequently come up when I’m working with clients. In either training or coaching, the need to "know your stakeholders" is a common one.

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{Infographic} Make It Easy or Turn Out the Lights

Michelli Experience

__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. Save Save. The post {Infographic} Make It Easy or Turn Out the Lights appeared first on Joseph Michelli.

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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Why Customers Make Strange Decisions

Beyond Philosophy

Imagine that you bought a ticket to see a play for $20. But when it’s time to go to the theatre you have lost the ticket. Would you buy another ticket for the show for $20? The reason I ask is that it is a significant economic decision and not everyone places the same value on their $20. This leads me to the concept of fungibility. Unless you are an economist, you have probably never heard the word fungibility.

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Top 7 Customer Experience Trends and Predictions for 2018

iPerceptions

2018 is already upon us, and as with every new year, we’re greeted with fresh new challenges, and a slew of new approaches to take them on.

Trends 81
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The Case for Dual Feedback Loops in Agile/DevOps

Cyara

Over the past few months, Cyara's Domain Consulting team has been sharing insights about DevOps/Agile trends we've identified while working with our customers. We wrote about the goals of CX leaders and identified a DevOps/Agile maturity scale for organizations. In this post, I'd like to cover a trend we've identified around feedback loops in the Agile/DevOps process.

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Content Marketing Trends in 2018: Experiential Content Joins Old School Formats

Oracle

In an interesting dichotomy of content marketing trends, popular content formats in 2018 will be a mix of interactive assets and long-form print pieces. The first type—experiential content—brings high-levels of engagement and mimics live events. The latter is a return to a deeper sharing of knowledge that helps people master concepts and skills. Following is a brief summary of content formats that will be paramount in 2018.

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The 33 Essential Customer Service Metrics: The Complete Guide to Measuring Customer Support

Solvvy

The post The 33 Essential Customer Service Metrics: The Complete Guide to Measuring Customer Support appeared first on Solvvy.

Metrics 48
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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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The 25 Dollar Mistake

ShepHyken

I recently planned a small two-day meeting for about 25 people. This was the second year for this meeting. The previous year we had stayed at a hotel that did a magnificent job of taking care of us. After that meeting, I talked to our sales rep and mentioned that if they repeated the contract we signed for that first year, we would most likely come back.

Hotels 48
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Digitalizing the MR Industry – Predictions for 2018 and Beyond

Dapresy

Over the next couple of years, the market research industry will undergo a significant restructuring phase. New actors in the industry, that offer end-to-end technology solutions, will win ground for those types of research methods that can easily be simplified and streamlined and, that don’t require devoted consultancy services. To stay relevant, Market Research agencies will need to continue optimizing their offerings by further integrating modern specialist technology platforms with their nic

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Window or Aisle? Why We Should Love the Middle Seat

Confirmit

Why would you want to be in the middle? It’s OK for an hour or two, but long haul? No thanks. Yet the person in the middle can facilitate communication between the edges, share perspectives, join people together. Your organization’s middle managers are in the middle seat. How can you get the most out of their unique perspective and enable positive change across the business?

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Verint Accelerates Automation Innovation with Next IT Acquisition

Verint

In a blog post before the holidays, I discussed eight areas to consider as part of your automation and AI strategy. I also suggested a four-part automation innovation strategy framework to consider as part of your 2018 automation strategy planning. How fast are organizations adopting AI in your industry—and how does your organization compare? For a quick benchmark on the adoption and investment in AI technology by industry segment, check out Exhibit 1 in the recent McKinsey and Company article W

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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Establishing a Key Performance Indicator

Brad Cleveland Blog

Many successful leaders establish an overall measure of customer satisfaction to gauge progress. I concur that’s a wise move, but it’s important to do so with some cautions in mind. A recent Lynda.com course that I recorded addresses this topic and others associated with Customer Service Leadership.

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Customer Experience: The Evolution and The Revolution

Maru/HUB

Customer Experience is set to overtake price and product as the key brand differentiator by 2020. Many companies already recognise the importance of customer experience for customer retention and business growth. Over time they have invested heavily in their CX programmes with 58% of businesses aiming to be CX leaders within three years. MarketsandMarkets forecast the global customer experience management (CEM) market to grow from $3.77 billion in 2014 to $8.39 billion by 2019, the customer anal

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Establishing a Key Performance Indicator

Brad Cleveland Blog

Many successful leaders establish an overall measure of customer satisfaction to gauge progress. I concur that’s a wise move, but it’s important to do so with some cautions in mind. A recent Lynda.com course that I recorded addresses this topic and others associated with Customer Service Leadership.

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Why is Reinvention Necessary?

WorkOutLoud

To be a disrupter, you have to reinvent. Reinvention in the Software Industry. " You should be inventing and re-inventing in house the next product or service that will knock out the one you make now. If you don’t, somebody else will." – Arkadi Kuhlmann, Reinventing Innovation. Within the software industry the pace of creation and change exceeds the speed of light, so the word that has become synonymous with software is innovation.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Global Report Reveals Customer Engagement Opportunities for Utilities

CSM Magazine

A global study of 20,000 utility customers across 20 countries reveals the latest customer engagement opportunities for Utility Providers. “The Engagement of Opportunity for Utilities” report by HomeServe surveyed 20,000 Utility customers across 20 countries to better understand concerns, behaviours and needs. The report has revealed the challenges and opportunities facing Utilities to differentiate their product offer, improve engagement and become more relevant within customersR

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The Value of Keeping the Right Customers

Provide Support

The value of keeping the right customers. Acquiring new customers is important, but retaining them is more profitable. In order for a business to survive, it needs money. To make money, you need customers. More specifically, you need happy and loyal customers. If your business focuses on customer satisfaction, it is more likely to keep these customers happy and returning.

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5 ways to get your email customer service ready for 2018

Eptica

Date: Wednesday, January 17, 2018 5 ways to get your email customer service ready for 2018. Published on: January 17, 2018. Author: Pauline Ashenden Despite the rise of new channels such as social media, email is still the number one digital channel for customer service. According to analysts Contact Babel, email makes up an average of 20.5% of incoming interactions to customer service teams , well ahead of social media and chat.