Experience Matters

APRIL 5, 2018

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to Georgia Power and Florida Power & Light for earning the top customer experience score in the utilities industry.

Industry 206

Industry Effort Score Consumers Survey 206

Kristina Evey

APRIL 5, 2018

Service After the Sale Matters. How many customers did you lose today? It may be a hard question to answer. The answer may lie in the question – How many poor experiences did your customers encounter today while working with your company? 89% of consumers began purchasing from a competitor following a poor experience (RightNow Technologies). Based on the size of your company and number of staff working with customers – front line, contracts, sales, billing, service techs, etc –

Customer Experience 179

Customer Experience Customers Sales Consumers 179

Centriam Customer Experience Lab

APRIL 5, 2018

In J.D. Power’s most recent U.S. Retail Banking Customer Satisfaction Study, the six largest banks (Bank of America, Citigroup, JPMorgan Chase, PNC Financial, U.S. Bancorp and Wells Fargo) lead the industry in customer satisfaction. Smaller banks and credit unions fell behind, suggesting less effective investments. But how can this be? Shouldn’t these big banks be losing the customer experience battle to the more personalized service of their smaller, more local competitors?

Banking 150

Banking Customer Experience Financial Retail 150

IntouchInsight

APRIL 5, 2018

In part-one of our interview, Jim - founder of Heart of the Customer and Certified Customer Experience Professional (CCXP) - provides many great insights for customer experience (CX) professionals looking to build a standout CX program across their organization.

Customer Experience 120

Customer Experience Customer Experience Professionals Customers Customer Experience Management 120

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

Experience Matters

APRIL 5, 2018

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to Wegmans for earning the best customer experience score in the supermarket industry.

Industry 120

Industry Effort Score Consumers Survey 120

Truthlab

APRIL 5, 2018

Reading Time: 3 minutes Personas are models of user types and are a critical part of the UX design process. Personas represent each user type with a photo and profile details as if the designers are designing for a specific person, yet personas are a synthesized representation of the needs of many, many users. They provide a cohesive look […].

Customer Experience Design 63

Customer Experience Design Customer Experience Customers 63

Second to None

APRIL 5, 2018

Creating a Customer Experience that encourages consistent satisfaction within every channel is the ultimate challenge of brands in any industry. This is especially true for those in retail due to the necessity to balance in-store and online resources. The common perception is that all customers prefer online shopping over having to enter brick-and-mortar locations, but in reality, that is not always the case.

Ecommerce 59

Ecommerce Retail Self Service Omni-Channel 59

Magellan Solutions

APRIL 5, 2018

There are two countries in the world that are quite known for providing effective business process outsourcing services — India and the Philippines. Businesses that are looking to outsource services from BPO companies usually go to these countries to look for a good partner. These two countries are usually battling it out neck to neck in the global BPO industry.

Culture 60

Culture Hospitality Financial Industry 60

Waypoint Group

APRIL 5, 2018

I’m proud to announce that Waypoint Group’s TopBox, the B2B-centric customer engagement and visualization engine, has won Temkin Group’s Vendor Excellence award. Evaluating industry providers and products based on customer results, overall capabilities, and customer references, Temkin Group are the leading analysts covering the customer feedback / customer experience industry and founded the Customer Experience Professionals (CXPA) organization.

Customer Experience 45

Customer Experience B2B Customer Experience Professionals Groups 45

Advertisement

Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Bold360

APRIL 5, 2018

It’s no secret that in today’s ultra-competitive landscape, customer experience has become a race to the top. The good news for those just starting to think about it as a strategic differentiator is that it’s a marathon, not a sprint. While there are certainly companies making their mark with CX, the availability of new technologies and the expectations of customers is always evolving – not even those at the top can stop to take a breath.

Comparison 45

Comparison NPS Customer Engagement Consulting 45

Oracle

APRIL 5, 2018

Next week at Oracle Modern Customer Experience 2018 in Chicago, the Markie Awards ceremony will take place, where winners in 19 categories of marketing and customer experience excellence will be announced. We spoke with Lars Furtwaengler, VP of eCommerce & Merchandising at PureFormulas, a Markie Award finalist in the Best B2C Commerce Experience category.

B2C 44

B2C Ecommerce Sports Tools 44

ClientSuccess

APRIL 5, 2018

ClientSuccess will host Bill Cushard, Customer Success Strategist of ServiceRocket and a 2018 Mindtouch Top Customer Success Strategist , for this month’s customer success webinar series: How to Design a Customer Education Strategy. The webinar covers the topic of designing a proactive strategy for customer education. This webinar is relevant to leaders of B2B recurring revenue companies of all types, customers success leaders, and practitioners.

Customer Success 42

Customer Success Strategy How To B2B 42

Confirmit

APRIL 5, 2018

More than 90% of consumers want to use their telephone for vendor interaction, and voice-driven data collection represents an ideal way for brands to engage today's mobile consumers throughout their entire customer journey. To support our customers’ needs for sophisticated, omni-channel feedback collection, Confirmit has partnered with PinPoint Research, a leader in voice the leader in Voice Based Research™ Together Confirmit and PinPoint Research deliver a seamless IVR and autom

Omni-Channel 40

Omni-Channel Customer Voice Customer Care Customer Journeys 40

Advertisement

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

CSM Magazine

APRIL 5, 2018

Priya Iyer, Chairman & CEO at Vee24 looks at the the growing trend of AI in the contact centre and how it will affect the customer experience. Tech magnates like Elon Musk and Bill Gates have cautioned the threat of super intelligence and AI. While the reality of super intelligence may be a few decades away, contact centres are experiencing the now of this technology and asking themselves whether increased automation will also mean an increase in P45s.

Customer Care 40

Customer Care Chatbots Average Handle Time Video 40

Confirmit

APRIL 5, 2018

More than 90% of consumers want to use their telephone for vendor interaction, and voice-driven data collection represents an ideal way for brands to engage today's mobile consumers throughout their entire customer journey. To support our customers’ needs for sophisticated, omni-channel feedback collection, Confirmit has partnered with PinPoint Research, a leader in voice the leader in Voice Based Research™ Together Confirmit and PinPoint Research deliver a seamless IVR and autom

Omni-Channel 40

Omni-Channel Customer Voice Customer Care Customer Journeys 40

Solvvy

APRIL 5, 2018

The post Next Generation Customer Experience (NGCX) Recap appeared first on Solvvy.

Customer Experience 48

Customer Experience Customers 48

Confirmit

APRIL 5, 2018

AcuPOLL has challenged the status quo in Market Research since its founding by P&G marketing innovators. It invented in-person qual+quant research for the industry to provide faster and more predictive concept test results in real time. In 2009, AcuPOLL teamed up with Confirmit to deliver deeper, faster insights to their clients. AcuPOLL now runs its most innovative research solutions on Confirmit Horizons.

Innovation 40

Innovation Case Study Study Industry 40

Advertisement

Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Tips

Forrester's Customer Insights

APRIL 5, 2018

Today I’m on stage in New York speaking to hundreds of marketing executives at our Consumer Marketing Forum 2018. I’m there to unveil the 2018 US Benchmark Data Overview, which for the first time ever we are making available to all Forrester clients. See the report here: The Consumer Tech Stack. The research is exciting. […].

Consumers 42

Consumers Report Data Marketing 42

Confirmit

APRIL 5, 2018

The Confirmit ACE Awards program celebrates outstanding achievement in Customer Experience. The case studies featured in this special B2B edition of the ACE Award Winners' Showcase demonstrate how the Voice of the Customer has the power to drive an organization forward, delivering positive customer experiences by empowering Account Managers, changing business culture, and generating significant Return on Investment.

B2B 40

B2B Case Study Return on Investment Hospitality 40

Forrester's Customer Insights

APRIL 5, 2018

As China battles the US for global digital leadership, Chinese digital giants like Alibaba and Tencent are taking the first beachhead: Southeast Asia (SEA). My latest report, Walled Garden No More: Digital China Goes Global, tells how China’s global digital expansion is changing the digital ecosystems in SEA and how marketers should prepare for success. […].

Leadership 38

Leadership Report Marketing B2C 38

Confirmit

APRIL 5, 2018

Confirmit Employee Pulse empowers every part of your business to quickly collect the insights they need, when they need them. Configured according to rules that you define, it is the pulse survey module of Confirmit Employee Voices, the the Continuous Listening suite that enables you to run any type of employee feedback program for a full picture of your business.

Survey 40

Survey Feedback Industry 40

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.

Retail

Forrester's Customer Insights

APRIL 5, 2018

The world is changing and with it, consumers’ expectations of experiences and communication from brands. The paradigm for customer engagement is shifting from large, monolithic experiences that serve everyone to smaller, more contextual experiences served to consumers in just the moment they need them. Marketers must adopt the right strategy, operational best practices and technology […].

Consumers 35

Consumers Technology Strategy Customer Engagement 35

Verint

APRIL 5, 2018

The time has come for another ISC West conference in beautiful Las Vegas! We're looking forward to joining our customers and partners, and presenting our intelligent solutions suite at the Sands Expo April 11-13, in booth #28057. Come see us at one of the largest physical security, IT and IoT industry trade shows in the world. This year's trends center around analytics, situational awareness, and customer engagement, demonstrating the desire for enterprise organizations to simplify, modernize, a

Video 22

Video Conference Financial Banking 22

Forrester's Customer Insights

APRIL 5, 2018

The world is changing and with it, consumers’ expectations of experiences and communication from brands. The paradigm for customer engagement is shifting from large, monolithic experiences that serve everyone to smaller, more contextual experiences served to consumers in just the moment they need them. Marketers must adopt the right strategy, operational best practices and technology […].

Customer Engagement 28

Customer Engagement Consumers Technology Communication 28

Helen Dewdney

APRIL 5, 2018

The Summer of 2017 saw a lot of concerts and festivals cancelled. Due to bad weather, poor planning or something else, thousands of people were left disappointed and many of them out of pocket. So what do you do if the event for which you have booked cancels at the last minute? Well, it depends on what the reason for cancelling was and how much notice you were given really.

Hotels 9

Hotels Insurance Consumers Tips 9

Advertisement

Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Training

Forrester's Customer Insights

APRIL 5, 2018

Not surprisingly, machine learning technology was on full display this year at MRC Vegas. Using new self-directing machine-learning models, merchants are increasingly outsourcing significant but noncore operational tasks like writing fraud rules, case management, and even the financial risk itself. Why?

Technology 20

Technology Retail Financial Data 20

CSM Magazine

APRIL 5, 2018

Attribution modelling is a set of rules that determines which touchpoints during a customer’s journey have resulted in the highest amount of conversions, allowing you to pinpoint the marketing channels that are driving the most revenue. Without attribution modelling, knowing whether your marketing campaigns need to be optimised becomes almost impossible.

Customer Journeys 49

Customer Journeys Abandon Rate Return on Investment Touchpoint 49