Horizon CX

APRIL 1, 2024

Organizational Growth Through CX Maturity Introduction In today’s competitive landscape, delivering exceptional customer experiences isn’t just a goal; it’s a necessity for sustained success. What is Customer Experience Maturity? Employee engagement: Employees are empowered to deliver a positive customer experience.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

Horizon CX

NOVEMBER 9, 2023

The Frontline Struggle: Unraveling the Challenges of Business-to-Consumer Customer Experiences In the bustling world of business, where transactions occur and relationships are built, the frontline plays a pivotal role in shaping customer experiences. A Call for Change One solution to this dilemma is a radical shift in perspective.

Leadership 130

Leadership Training Loyalty Customer Centricity 130

Team Support

MARCH 11, 2024

The Big Trends So what's on the horizon? Expect to see more personalized experiences, tailored to each customer's preferences and history. The future of customer support involves integrating these channels for a seamless customer experience. So why wait for the future when you can experience it now?

Trends 52

Trends Self Service Social Media Knowledge Base 52

Team Support

MARCH 11, 2024

The Big Trends So what's on the horizon? Expect to see more personalized experiences, tailored to each customer's preferences and history. The future of customer support involves integrating these channels for a seamless customer experience. So why wait for the future when you can experience it now?

Trends 52

Trends Self Service Social Media Knowledge Base 52

Experience Investigators by 360Connext

DECEMBER 14, 2021

When it came to customer experience, leaders dealt with all sorts of changes and challenges. That’s where customer experience leaders can lean in and really lead in this new year. Customer experience leaders need to think through the ways customers and employees might be in unfamiliar situations. But some things won’t change.

Customer Experience 372

Customer Experience Customer Journeys Airlines Customer Service Representative 372

Beyond Philosophy

JANUARY 7, 2023

Every so often, I get a chance to chit-chat with colleagues of mine about the future of customer experience. This time, my colleagues were pioneers in customer experience, Lou Carbone ( Experience Engineering.com) author of Clued In , and Joe Pine (StratgicHorizons.com) , author of The Experience Economy. How can we help?

Customer Satisfaction 88

Customer Satisfaction Measurement Financial Consulting 88

InMoment XI

JULY 11, 2023

Well, by thoroughly analyzing historical data, predictive analytics software can predict future customer needs and behavior, forging a proactive customer experience (CX) strategy. Let’s delve into how this transformative power reshapes the landscape of customer experience. “What is predictive analytics,” you may ask.

Analytics 200

Analytics Customer Satisfaction Analysis Policies 200

Horizon CX

FEBRUARY 7, 2024

Balancing High-Tech Solutions with Human Touch: Ensuring Customer Experience Remains Personal Introduction In today’s fast-paced digital age, the allure of high-tech solutions and artificial intelligence can be irresistible for businesses seeking efficiency and cost-effectiveness.

Self Service 130

Self Service Loyalty Customer Service Representative Strategy 130

Horizon CX

JUNE 27, 2023

Unifying Customer Experiences – Bridging the Gap Between Marketing Branding and Service Delivery Introduction In the realm of customer experience, two critical aspects often vie for attention — marketing branding and service delivery.

Customer Experience 130

Customer Experience Customer Centricity Culture Brands 130

My Customer

AUGUST 17, 2023

Many years ago, I read a book that changed my life, The Experience Economy by Joe Pine, founder of Strategic Horizons. As a pioneer in the. 17th Aug 2023 By Colin Shaw Founder & CEO

Customers 52

Customers 52

Horizon CX

JUNE 5, 2023

Why Do Senior Leaders and Customers Differ in Assessing Customer Experience? Introduction: In today’s competitive business landscape, delivering a superior customer experience has become a top priority for organizations across industries. This inward focus can cloud their perception of what customers truly value.

Net Promoter Score 130

Net Promoter Score Customer Centricity Effort Score Touchpoint 130

ClearAction

AUGUST 19, 2020

Customer Experience Indexes: Modern Thinking Lynn Hunsaker. Why are customer experience indexes powerful? There are many types of customer experience indexes, and they each communicate something specific, based on certain assumptions, with greatest usefulness to one or more groups in your company. One size does not fit all.

Customer Experience 174

Customer Experience Fashion Communication Customers 174

Horizon CX

AUGUST 7, 2023

Let’s unpack the concept of diversity and explain how this is critical to the success of businesses and particularly within the domain of customer experience (CX) management. Diversity encompasses the recognition, acceptance, and celebration of the unique qualities, perspectives, and experiences that individuals bring to the table.

Culture 130

Culture Innovation Groups Communication 130

Horizon CX

FEBRUARY 29, 2024

In the realm of customer experience (CX), contact centers, and customer service, the way businesses interact with their customers can make all the difference in building long-lasting relationships and fostering loyalty.

Culture 130

Culture Customer Centricity Customer Satisfaction Loyalty 130

Blake Morgan

JANUARY 30, 2024

                                         The future of streaming is shaping a new horizon for customer experience. For regular updates on customer experience, sign up for her weekly newsletter here. Bridging the gap between viewers and brands, Sarah Monahan, U.S.

Customer Experience 52

Customer Experience Advertising B2B Consulting 52

Horizon CX

JANUARY 2, 2024

Closing the Loop: Valuing Customer Feedback Beyond Surveys Introduction In the dynamic realm of customer experience management, one often overlooked aspect is the importance of closing the loop with customers after they have provided their valuable feedback, especially within the context of surveys. Consider the following examples.

Metrics 130

Metrics Survey Communication Effort Score 130

Storyminers

AUGUST 28, 2017

I’m always curious about what makes leaders of customer experience and transformation projects invest in what’s new. It’s in the form of a dozen interviews with company leaders whose brands are excelling at the customer experience. 116 years, 8 of them with an emphasis on customer experience. Makes sense.

Brands 350

Brands Healthcare Roadmap Exercises 350

ECXO

MAY 15, 2023

But an even greater challenge lies on the horizon: integrating marketing technology with advertising. Futurum’s Experience 2030 report hammers home the importance of this data when it comes to customer experience. 3 tips to help you prepare appeared first on ECXO - European Customer Experience Organization.

Tips 133

Tips Net Promoter Score Advertising Customer Journeys 133

Gainsight

APRIL 8, 2021

With the recent release of Gainsight’s Horizon Analytics, my team and I started using the beta version’s tools and functions as soon as they were available. Horizon Analytics is entirely built on our Gainsight Horizon Experience. In Horizon Analytics, there are two stand-out benefits. Analytics – Simplified.

Analytics 52

Analytics Management Report User Experience 52

Beyond Philosophy

AUGUST 17, 2023

Many years ago, I read a book that changed my life, The Experience Economy by Joe Pine, founder of Strategic Horizons. As a pioneer in the experience movement, Pine has a new customer strategy concept that we discussed on a recent podcast, so I thought I would share what we learned here as well. It is a significant hole.

Self Service 78

Self Service Hospitality Video Customers 78

Blake Morgan

DECEMBER 6, 2022

                 . Customer experience professionals face countless balancing acts: do you focus on digital or in-person experiences? Employee experience or customer experience? Tightrope walkers have to look to the horizon and keep moving forward. Smith compares it to walking a tightrope.

Self Service 52

Self Service Customer Service How To Contact Center 52

Gainsight

AUGUST 18, 2022

Gainsight also revealed exciting new features powered by Horizon AI. Scorecard Optimizer: Scorecard Optimizer, which is also powered by Horizon AI, enables companies to more easily and effectively manage their health score model. As Sweiry put it, “We want to give the same user experience to admins as the end users.”

Effort Score 52

Effort Score e-support Leadership Customer Journeys 52

Experience Investigators by 360Connext

OCTOBER 2, 2018

The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title. Decide what type of leader you want to be!

Customer Experience 225

Customer Experience Customer Journeys Culture Leadership 225

Team Support

APRIL 23, 2024

Tailoring Customer Experiences with Automation TeamSupport Automation elevates customer interactions by enabling personalized communication at scale. No longer besieged by the mundane, your support team can now channel their expertise where it truly matters – in crafting memorable customer experiences and driving innovation.

Software 40

Software Customer Satisfaction Trends Innovation 40

Gainsight

MAY 21, 2020

At Pulse Everywhere, we launched the all-new Gainsight Horizon Experience—Gainsight’s new User Experience powered by a simple, intuitive, and beautiful design system and a set of UI components to serve as the building blocks. How can we make our experience more delightful so that users rave about their experience?

Effort Score 52

Effort Score Comparison Guidelines User Experience 52

CSM Magazine

JUNE 29, 2022

With buyer satisfaction levels plummeting to a 17-year low, and less than 35% of consumers completely satisfied with their brand relationship, there is huge stakes resting on your ability to provide satisfying experiences. This begs the question – does your brand have the insights and strategies needed to buck this trend?

Hotels 52

Hotels Rewards Programs Banking Consumers 52

Horizon CX

APRIL 3, 2023

You know you’re in for a lame and frustrating customer service experience when the recorded voice says to you, “Please listen carefully as many of our options have changed.” Automating call center activity is a reality we must deal with, but those messages can be frustrating for customers and detrimental to the overall experience.

Contact Center 130

Contact Center Call Center Entertainment System 130

Gainsight

JULY 29, 2022

So we decided to utilize our latest tool, Horizon AI technology , to gather benchmarks from across our platform to share with the CS community to help us all make better decisions together. The post Gainsight Horizon AI Labs: What Is The Right CSM to Customer Ratio? ” The answer is yes – we totally do!

NPS 59

NPS Customer Success Customers Data 59

ECXO

JUNE 6, 2022

From CX to Distinctive Experiences with Joe Pine. The European Customer Experience Organization is delighted to announce Joe Pine, discussing From CX to Distinctive Experiences in a presentation and Q&A session with all ECXO CX professional community. Share on linkedin. Share on twitter. Share on facebook. Share on xing.

Consulting 52

Consulting Customer Experience Professionals Innovation Culture 52

Gainsight

MAY 13, 2020

And this year we are delighted to introduce a third pillar, one that both stands on its own, but also powers the other two pillars of vision and customer feedback: that pillar is product experience. . Unveiling the Gainsight Horizon Experience is the key representation of this new pillar of product strategy for Gainsight. .

Roadmap 59

Roadmap Innovation Customer Journeys Analysis 59

Beyond Philosophy

AUGUST 12, 2023

Wasting someone’s time is also a waste of an opportunity to deliver an excellent customer experience. Would you want to be anxious to return to an experience that wasted yours? Time progression is a critical area that key opinion leaders in the experience economy are exploring these days. Not bloody likely, I say.

Healthcare 60

Healthcare Call Center Analysis Tips 60

Clarivate

DECEMBER 6, 2023

To help, Clarivate recently released two resources that explore the current state of AI in IP and the importance of embracing change to prepare for what is on the horizon: Webinar: The future of the IP legal profession: Balancing the rise of AI with human expertise Report: Redefining Artificial Intelligence.

Government 59

Government Resources Industry Technology 59

CX University

JUNE 6, 2023

Institutions swiftly adapted their programs to virtual platforms, enhancing the online learning experience. As a result, the quality of online programs has improved significantly, ensuring that busy professionals receive a comparable educational experience to that of traditional in-person programs.

Course 52

Course Study Training Customer Experience 52

West Monroe

DECEMBER 5, 2023

This discussion is aimed at providing a comprehensive view of where AI technology stands today and what developments might be on the horizon. Erik Brown Senior Partner, Product Experience & Engineering Lab A lot of these platforms that organizations are building are prescriptive. It can find common editing errors.

Data 59

Data Innovation Technology Culture 59

ShepHyken

JANUARY 21, 2020

Excellent Service in an Experience Economy. How to Create an Experience That Wins Customers. They discuss the new edition of The Experience Economy: Competing for Customer Time, Attention, and Money , which Jim co-authored with Joseph Pine. Service and experience are two different but related things.

Interaction 135

Interaction Customer Experience Engagement Consumers 135

Horizon CX

MARCH 10, 2023

But more than that, he was the visionary and leader of the company in terms of customer service and customer experience. Pelco changed the customer experience. June 2022 The post Stop Building CX Departments and Build Influence Instead appeared first on Horizon CX.

NPS 130

NPS System Meeting ROI 130

Clarivate

JANUARY 4, 2024

Following decades of experience in the telecommunications industry, Pooja sought to broaden her professional horizons, and was introduced to Clarivate through an external consultant. However, as life is full of unexpected twists, a fortunate turn of events led her into the telecommunications industry.

Meeting 59

Meeting Telecommunications Innovation Connections 59