Kayako

AUGUST 7, 2019

Customers enjoy doing business with companies that are easy to work with. The Ubers and Amazons of the world are constantly setting the gold standard in terms of what customers should expect from businesses, making consumers very aware of what great customer experiences should look like. Ease of business is everything. Your strategy should aim to make it simple and easy for your customers to get to you, find what they’re looking for, make a purchase, and get the best onboarding and support possi

Customer Experience 223

Customer Experience How To Comparison Customer Journeys 223

Steve DiGioia

APRIL 1, 2019

As I lay in bed, coughing and sneezing from a cold, dreading even going to the kitchen for a glass of water because of aches and pains from my unseen tormentor, I’m comforted knowing, “boy, I’m sure glad I didn’t have to go to work today”. But what if I did? How would I be able to serve my customers with these rotten cold symptoms? That’s the question every service provider must answer on those days when we’re not at our best.

Airlines 269

Airlines Travel Customers Measurement 269

InMoment XI

SEPTEMBER 30, 2019

Recently more and more of our clients are considering adding a significant reward component to their customer experience (CX) programs. This may take place by directly rewarding CX outcomes, or by adding them to an existing reward-based incentive program. Many automotive manufacturers have been using CX outcomes in their reward-based incentive programs for decades.

Automotive 150

Automotive Customer Experience Customers 150

ShepHyken

AUGUST 23, 2019

This week we feature an article by Martin Frascaroli who talks about why it is important to meet your customer needs using omnichannel customer service. . Your potential customers want to buy quickly and comfortably through an integrated experience. They sign in from different devices and communicate through all available means. They are real-time users looking for a rewarding shopping experience, and they expect the best service.

Omni-Channel 116

Omni-Channel Customer Service Self Service Social Media 116

Speaker: Hanan Polinovski, Events Manager and David Brown, Sr. Marketing & Events Lead

Are your events living up to expectations? Are you getting quality leads from your sponsorships? Have you ever wondered if that branded notebook actually makes an impact? Get ready to transform your event strategy! Join event marketing pros Hanan Polinovski from Printfection and David Brown from Bonusly for a fast-paced webinar about turning your event efforts into serious ROI.

ROI

Experience Investigators by 360Connext

JUNE 25, 2019

The term “customer experience” usually conjures up images of individual customers in retail or other business-to-consumer (B2C) environments. I am often asked about business-to-business (B2B) as a separate experience. After speaking on overall customer experience themes, for example, audience members will approach with the B2B questions: Why should we care about customer experience in B2B?

B2C 137

B2C B2B Customer Experience Culture 137

IntouchInsight

APRIL 4, 2019

CX thought leader, Annette Franz, discusses the key components required to go from customer experience data to customer experience outcomes.

Data 321

Data Customer Experience Customers 321

C3Centricity

JULY 1, 2019

One of the best ways to a deeper understanding of your customers is to watch and listen to them whenever you can. Customer observation is a powerful, but unfortunately too often an under-utilised tool of marketers. It is, therefore, understandable that so many companies run to conduct market research, usually a qualitative study, as a first step to improved customer understanding.

Culture 234

Culture Exercises Connections Customer Centricity 234

InMoment XI

DECEMBER 17, 2019

Using Video Technology to Inspire Action User generated video is becoming a ubiquitous part of modern life. According to research, consumers spend more than 80% of their screen time on mobile devices. Each and every one of us now has access to the tools needed to capture and record our thoughts, feelings and opinions on. View Article.

Video 195

Video Customer Experience Consumers Tools 195

Alida

MARCH 22, 2019

Do you think your organization is customer driven?

How To 189

How To Customer Centricity Customers 189

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IT teams are under pressure to do more with less. AI isn’t just hype—it’s already helping lean IT teams cut support volume by up to 60%, reduce cloud waste, and eliminate risk from their stack. In this executive playbook, you'll learn how mid-sized companies are deploying AI to automate tier-1 tickets, predict outages, optimize SaaS spend, and secure infrastructure without hiring a bigger team.

Case Study

IntouchInsight

AUGUST 22, 2019

Your source for the best knowledge on collecting data to drive business improvements.

Loyalty 263

Loyalty Feedback Data Customers 263

Customer Bliss

OCTOBER 10, 2019

Today, leaders in just about every industry understand that improving customer experience is essential for ease of customer interactions, reputation management, business efficacy, and overall success. Customer experience is already a core focus for many retailers, but diverse organizations including governmental bureaus , grocery stores , and financial service institutions are implementing CX changes to better accommodate customer needs.

Customer Experience 253

Customer Experience Metrics Leadership Innovation 253

NICE inContact

JULY 19, 2019

Rome wasn’t built in a day, and neither was the Internet. Great things require patience and development, and the same goes for digital customer service. It’s easy to integrate the right digital customer service solution, but taking full advantage of it requires a real adaptation to communicating with digital customers on social channels. It’s a long-term process that isn’t just about changing software, but about changing the way marketing and customer service teams talk to customers.

Customer Service 150

Customer Service Contact Center Social Media Fashion 150

Centriam Customer Experience Lab

MARCH 28, 2019

Recent articles about customer experience (CX) have included statements as grandiose as: “Customer experience is the new brand.”- Forbes. "Put customer experience at the heart of your operations.”- McKinsey. "Customer experience is the key competitive differentiator.” - Wall Street Journal. Yet, a common theme that emerges when we talk to clients about their CX efforts is the struggle with how to get started.

Data 305

Data Customer Experience Brands How To 305

Advertisement

AI has transformed how enterprises deliver customer service, enabling faster engagement, problem-solving, and cost savings. However, traditional AI Agents often rely on rigid conversation flows, risking customer trust when conversations stray from predefined paths. These limitations prevent businesses from fully realizing AI’s potential for cost-efficiency and productivity.

Customer Experience

Lumoa

JULY 2, 2019

Actionable insights are data sets that prescribe any direct, meaningful actions you can take based on the analysis of raw data.

How To 284

How To Analysis Data 284

GetFeedback

FEBRUARY 15, 2019

Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn. Indeed, American Express research shows that a better experience is worth a higher cost for 60% of customers.

Strategy 322

Strategy Customer Experience Net Promoter Score Social Media 322

GetFeedback

APRIL 16, 2019

Providing a solid customer experience (CX) can be incredibly hard for many companies. In an increasingly competitive global market, the experience that you provide to your customers is often the only thing that sets you apart from your competitors. Getting it just right is all about asking the right customer experience questions. You need to get to know your target audience by listening to what they have to say and then taking what you learn and putting those insights into action to make changes

Customer Experience 262

Customer Experience Return on Investment Poor Customer Service Metrics 262

Totango

JULY 23, 2019

Times are changing. The old sales idea of courting and closing a customer in a single effort and considering their value “bagged” from a one-off transaction is as antiquated as dial-up modems. After all, the digitization of business has empowered customers to seek long-term gains from short-term investments. Customers in the B2B and SaaS markets are inclined toward subscription options where they pay on a monthly or annual basis for a service they can discontinue at any time.

Customer Success 92

Customer Success Effort Score Customer Centricity Customer Journeys 92

Speaker: Jason Cottrell and Gireesh Sahukar

Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.

Roadmap

Lumoa

AUGUST 12, 2019

The importance of customer satisfaction is generally taken for granted. If you don’t have a solid understanding of why customer satisfaction is important, you risk undervaluing it. Here are five reasons why customer satisfaction is important.

Customer Satisfaction 328

Customer Satisfaction Customers 328

ijgolding

JANUARY 14, 2019

According to Wikipedia , the term, ‘seven year itch’ can be described as follows: The seven-year itch is a psychological term that suggests that happiness in a relationship declines after around year seven of a marriage. The phrase originated as a name for irritating and contagious skin complaints of a long duration. Examples of reference may have included STD outbreaks that are known to significantly decrease in frequency after seven years, or mites that live under the skin (scabies

Customer Experience 246

Customer Experience Airlines Customer Journeys Customer Centricity 246

eglobalis

NOVEMBER 21, 2019

Customer Experience Best Books of 2019 -2020 Yearly List. The post Customer Experience Best Books of 2019 – 2020 Readings appeared first on Eglobalis.

Customer Experience 402

Customer Experience Customers Innovation Customer relationships 402

CX Accelerator

MARCH 14, 2019

When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. Consider all the skills required to thrive in the role.data crunching, storytelling, journey mapping, process improvement, change management, strategic thinking, influencing behaviors, project management.the list goes on. It's essentially impossible for any one person to be strong in all of these areas.

Customer Experience 369

Customer Experience Customer Journeys ROI Guidelines 369

Advertiser: ZoomInfo

AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.

Sales

Kerry Bodine

MAY 3, 2019

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. Its brilliance is in its simplicity: Everyone from customers to top executives understand that willingness to recommend connects directly to an organization’s financial success.

NPS 67

NPS Analytics Customer Insights Net Promoter Score 67

Experience Matters

MARCH 20, 2019

As you think about your experience management (XM) efforts, it’s important to understand how people flow through the experiences in their lives — as customers, employees, patients, fans, citizens, students, etc. To help deepen that understanding, I’ve created a simple model, the Human Experience Cycle (HxC). As you can see in the chart below, the HxC is made up of five elements: Expectations: What a person anticipates will happen during an experience.

Interaction 333

Interaction Customer Experience Management Customers 333

Vonage

APRIL 25, 2019

Social media teams – both marketing and customer service – often sit by themselves in organizations, likely because management doesn’t quite know what to do with them. But this is a mistake. Integrating with the core business ensures that the social media team is engaged with other business units to share and act upon customer feedback. Customer experience and social media are part of a “continuous cycle” whereby they each feed the other.

Social Media 321

Social Media Rewards Programs Feedback Call Center 321

Centriam Customer Experience Lab

FEBRUARY 14, 2019

Managing customer experience has become increasingly difficult because an organization's experience is impacted by nearly every department. Plus, to get executive buy-in to invest in customer experience (CX), processes and technology are needed to track CX programs and quantify their impact on the bottom line.

Tools 321

Tools Customer Experience Technology Customers 321

Speaker: Alexa Acosta, Director of Growth Marketing & B2B Marketing Leader

Marketing is evolving at breakneck speed—new tools, AI-driven automation, and changing buyer behaviors are rewriting the playbook. With so many trends competing for attention, how do you cut through the noise and focus on what truly moves the needle? In this webinar, industry expert Alexa Acosta will break down the most impactful marketing trends shaping the industry today and how to turn them into real, revenue-generating strategies.

Trends

CloudCherry

DECEMBER 9, 2019

Join us, CX Soldier…. …As this week, on the ‘ Sweets of CX’ , we jump right on in the trenches with VP of Client Happiness & Success (i.e. Brand Manager) for Promomash , and one of CloudCherry’s 2019-2020 CX Champions- Sarah Meyerdirk. Need a little back-story on how our CX Champ ended up joining the frontlines in the CX World at Promomash? Five years ago, she met the team at a Trade show and- in her own words, “fell in love with the idea of saving all my time away from spreadsheets, and mov

Culture 312

Culture Brands Loyalty Customer Experience 312

GetFeedback

AUGUST 14, 2019

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. The score is solid. But you aren’t satisfied; you believe it could be so much better. And rightly so — it usually can be. So, what’s a company to do to earn an even better CSAT score? Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI).

Customer Satisfaction 389

Customer Satisfaction Customer Journeys How To Effort Score 389

IntouchInsight

SEPTEMBER 5, 2019

Customer experience expert, Annette Franz, explains how to achieve the connection between employee experience and business performance.

Employee Experience 313

Employee Experience Connections Customer Experience How To 313