Experience Matters
JANUARY 9, 2017
We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience.
Beyond Philosophy
JANUARY 9, 2017
The customers have spoken, and they’ve had enough of car dealerships. They’re spending less time talking to salespeople at car lots and more time researching cars online, taking virtual test drives and emailing or texting dealers to find the perfect vehicle. Customers might still visit a dealership or two for a test drive, but they also might just buy the car sight unseen and have it delivered, according to dealers and industry executives who gathered recently for the Tampa International Auto Sh
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Experience Matters
JANUARY 9, 2017
We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience.
Steve DiGioia
JANUARY 9, 2017
…a tongue-and-cheek look at what customer service might be This original article was written by Steve DiGioia. Year after year we hope service and the customer experience gets better. But great service comes at a cost, a high labor cost that many businesses are not willing or able to pay. So what are their options? Technology, that’s it. Or is it? Chat Bots.
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.
Experience Matters
JANUARY 9, 2017
Filed under: Customer experience.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Matters
JANUARY 9, 2017
Filed under: Customer experience.
OpinionLab
JANUARY 9, 2017
Despite scare mongering that the store is dead, ecommerce still only accounted for 8.4% of total retail sales for the third quarter of 2016. While this figure is continually increasing and it’s difficult to argue that digital has not just transformed how your customers shop but also how they perceive you as a brand, the store is still a huge weapon in a retailer’s arsenal.
ForeSee
JANUARY 9, 2017
Over 140 million people in the U.S. are subscribers of Verizon Wireless, the nation’s largest wireless carrier. With those sorts of numbers, listening to its customers is a necessity for. The post VOC Leaders: For Verizon Wireless, CX data is instrumental to ‘getting it right’ (video) appeared first on ForeSee.
Esteban Kolsky
JANUARY 9, 2017
A few weeks back I told you I was changing the model for thinkJar. This is the first of five posts where I will give you more details on what I am working on this year. First, and in its sixth year, the Customer Service Adoption and Usage report. The Customer Service market is very much settled. There is little innovation coming out the market and we are running a steady 10-12% growth in market value year/year.
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.
OpinionLab
JANUARY 9, 2017
Despite scare mongering that the store is dead, ecommerce still only accounted for 8.4% of total retail sales for the third quarter of 2016. While this figure is continually increasing and it’s difficult to argue that digital has not just transformed how your customers shop but also how they perceive you as a brand, the store is still a huge weapon in a retailer’s arsenal.
Esteban Kolsky
JANUARY 9, 2017
A few weeks back I told you I was changing the model for thinkJar. This is the first of five posts where I will give you more details on what I am working on this year. First, and in its sixth year, the Customer Service Adoption and Usage report. The Customer Service market is very much settled. There is little innovation coming out the market and we are running a steady 10-12% growth in market value year/year.
McorpCX
JANUARY 9, 2017
For the last several years, improving customer experience has been rightfully viewed as one of the most important things any organization can do to drive value. In fact, the phrase is used with the same reverence (and lack of clarity) as words like “strategy,” “brand” and “innovation.”.
Amity
JANUARY 9, 2017
As a strategist at a content marketing agency, I focused on executing client deliverables. As a CSM at a SaaS company, I focus on delivering a cohesive client experience. The biggest discrepancy between these two roles is that agencies create one-time, ad-hoc contracts which result in “fires” — i.e., something unexpectedly needs to get done immediately.
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,
Provide Support
JANUARY 9, 2017
How to Know if Customer Service is the Right Job for You. I’ve been working in the customer service front line for more than 7 years and to be honest, in the beginning I was not sure if it was the right job for me. As a young person, which way can you find it out? When you have little experience, your chances of figuring out what you are really fit for are very small.
Natalie Petouhof
JANUARY 9, 2017
Tweet As most acquisitions start out with the “ideal” that the product will remain pristine and nothing will change – it will be interesting to see if the acquisition of Trello by Atlassian will be the norm or the exception. From a business point of view Atlassian paid $425M, so they will want their investment to pay off. What’s interesting in today’s world is that instead of putting a bunch of developers in a room to develop new software, companies like Atlassian, instead buy a company.
Smith+co CX
JANUARY 9, 2017
The most recent edition of Market Leader features no less than four articles that all speak about the importance of brand purpose. Editor, Judie Lannon, concludes her lead article by saying, “Brands must have meanings that are shared or they are no more than bald products, destined to fall prey to the value extraction of price competition. And the challenge is not only to identify these meanings but to find ways of embedding them so that they become public and widely recognised.”.
Verint
JANUARY 9, 2017
These days everyone is trying to better understand their customers’ needs and preferences. Armed with this knowledge, organizations can better prioritize the customer experience and build more loyal, long-term customers. As part of this process, there’s real value in mapping customer journeys. These maps help illustrate the interaction between company and customer at every point in a clear, understandable way.
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.
Forrester's Customer Insights
JANUARY 9, 2017
Forrester's business insights research team has had a busy 2016! We have been busy helping our business and technology clients lead their organization to become insights-driven - one of the key operating principles of customer-obsessed firms. Our research in 2016 helped clients: Read more Categories: Big Data; Advanced analytics; business intelligence (BI); analytics; Hadoop; data mining; predictive analytics; digital intelligence; customer analytics; insights platforms; insights services; insig
Avaya
JANUARY 9, 2017
Every Christmas is special. But this Christmas was even more special, thanks to my experience with children young and old who eagerly awaited the arrival of Santa Claus and called the “NORAD Tracks Santa” hotline for info. The hotline has been following Santa’s December 24 travels and answering calls for 61 years—there’s a great story about how it all got started.
Expert insights. Personalized for you.
166 
Let's personalize your content