Experience Matters
MAY 8, 2017
We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2017. This is our annual analysis of which companies deliver the most and least bad experiences, how consumers respond after those experience (in terms of sharing those experiences and changing their purchase behaviors), and the effect of service recovery (see last […].
Storyminers
MAY 8, 2017
In the last decade, many brands have used customer experience processes and perspectives to complete corporate turnarounds and experience make-overs. Some have seen their fortunes rise. Some have even stayed at elevated levels. They all use the six customer experience pillars. [SIDEBAR: The six essential disciplines of the Customer Experience Professionals Association: Customer-Centric culture, CX Strategy, Experience Design Improvement & Innovation, Metrics & Measurement and ROI, Organi
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Vonage
MAY 8, 2017
What works for six people can become a mess when applied to 60, 600 or 6,000. From the technology you use, the people you employ and the business processes you set in motion, everything has to be scalable. This is particularly true in customer service; a rapidly growing business with a stagnant customer service team can become a nightmare scenario. To offer a truly personalised experience, businesses need to think beyond the physical size of their business and instead look to the anatomical stru
Steve DiGioia
MAY 8, 2017
a restaurant story adapted from my book This original article was written by Steve DiGioia. Do you know the other businesses around your restaurant or hotel? Are you one of those that just drive straight from your home to work without noticing what’s around you? If so then snap out of it! You need to be a fountain of knowledge… and I don’t mean about the menu.
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Beyond Philosophy
MAY 8, 2017
Back in 2011, Boston College performed an interesting study involving everyone’s favorite energy drink, Red Bull, and the behavior it evoked in study participants. In brief, the study asked a number of participants to “drive” a car in a video game and they measured several factors, including speed, power, aggressive behavior and risk-taking. Interestingly, those driving the cars painted with a Red Bull logo consistently drove faster and more aggressively than other participants, apparently beca
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Bill Quiseng
MAY 8, 2017
This week’s post is from Swiftpage CEO John Oechsle. He examines the evolution of how organizations connect with their customers and how smaller and midsized businesses are finding ways to compete for customers with larger players in their space through the 4 C’s of customer information. Swiftpage is the owner of Act! , the first to market customer relationship management software solution that pioneered the space 30 years ago and is still innovating today, so he has a bit of a uni
Customers That Stick
MAY 8, 2017
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Esteban Kolsky
MAY 8, 2017
Title: Understanding the Four Types of #AI. Source: Twitter, via Vala Afshar. Link: [link]. We need to do more than teach machines to learn. We need to overcome the boundaries that define the four different types of artificial intelligence, the barriers that separate machines from us – and us from them. My Impressions: I often marvel at the attempts from Hollywood to portray AI as a foregone conclusion of using computers, and how simple it is to do things if you are a computer.
ShepHyken
MAY 8, 2017
Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 10 Content Marketing and Customer Experience All-Stars by James A. Martin. (CIO) From the recent Adobe digital marketing conference, here are 10 examples of brands (and in one case, an Australian entrepreneur) that are killing it with their content marketing and/or cust
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Amity
MAY 8, 2017
It is time to rethink some major assumptions and turn conventional wisdom on its head when it comes to how buyers and sellers of software approach user adoption. For many years, user adoption was, at best, an after-thought once a system was live. At worst, it was ignored completely. IT departments and executive sponsors were left scratching their heads wondering why the magical benefits they believed the software would deliver never appeared.
ReviewTrackers
MAY 8, 2017
Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks. CX is also a great competitive differentiator, helping companies respond to and exceed customer expectations, improve satisfaction, drive loyalty, reduce churn, and increase revenue.
Topdown
MAY 8, 2017
We’ve seen a surge of interest and discussion in the digital experience industry around chatbots, so we wanted to chime in with our thoughts on the rise of chatbots and other machine learning and AI-based customer touchpoint technologies as it pertains to Customer Communications Management (CCM) and Topdown’s approach to emerging channels and technologies.
Confirmit
MAY 8, 2017
Every day, consumers watch and create videos, send WhatsApp audio messages and take selfies. According to the 2016 Ericsson Mobility Report, video content will account for 70% of all mobile traffic by 2021, which represents an increase of 55% over the next 5 years. Meanwhile the Market Research industry has experienced an increase in survey completion on participants’ mobile devices.
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ForeSee
MAY 8, 2017
Kobe Bryant and Magic Johnson are both all-time great guards who played for the Los Angeles Lakers. Bryant is one of the highest-scoring players in league history with 25 points per game, and Johnson averaged 19.5 points per game. While Johnson may not have scored as many points, he averaged 11.2 assists per game. The lesson? Only by analyzing a more complete set of game statistics could Johnson’s overall contribution to Lakers' scoring be revealed to be just as great as Bryant’s — if not greate
Talkdesk
MAY 8, 2017
One of Talkdesk’s most beloved features is our deep call center integrations with 25+ industry-leading solutions. With these integrations, teams across the world can synchronize their call data with CRMs, helpdesks, chat tools and more to improve the call center experience. Today, we’re excited to announce our newest call center integration: Talkdesk for ServiceNow.
Verint
MAY 8, 2017
Organizations around the world are trying to find their “brand champions” to help them build their brand, increase loyalty and gain new customers. On the flip side of that is something you may have started thinking about lately: how to minimize “super detractors.”. As you’ll read in my recent CIO Review India article , super detractors are likely to have a significant negative impact on an overall brand by influencing others to leave or disengage from a company’s products or services.
ClientSuccess
MAY 8, 2017
What are the Definitions of Key Customer Success Words? Customer success, with all of its ups and downs, is a constantly changing and evolving field. There are new, innovative trends popping up all over the place. And, like most industries, every single SaaS company is different. Especially in the days of the ‘unicorn startup,’ many companies are redefining roles and workflows within individual organizations, effectively decreasing uniformity that was so common in the customer success world.
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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