SuiteCX

APRIL 10, 2017

Over the past two decades we have witnessed a massive transformation in the automotive industry, driven primarily by advances in technology. Disruption in the Industry. As technology has taken a front seat in the new generation of vehicles, the industry has undergone a tremendous amount of change. 1 Don Butler, Ford Motor Company, “ Digital Transformation and the Automotive Industry ,” CXO Talk, 8 May 2015, [link].

Automotive 53

Automotive Industry Software Communication 53

Storyminers

MAY 4, 2016

19 Industry Experts Weigh In: appeared first on Mike Wittenstein. [originally posted on the User Testing Blog 3/06/2016 by Spencer Lanoue] Investing in customer experience drives revenue growth and increases customer loyalty. According to Gartner, customer experience will be the main battleground for competing companies over the next two years. And when researchers analyzed the experience and revenue data from two $1 billion+ companies for a recent […].

Industry 68

Industry Loyalty Data Company 68

SuiteCX

JUNE 16, 2017

Over the last 10 years the retail industry has been radically transformed. Disruptions in the Industry. Whether retailers are ready for it or not, consumers have become hooked on the real-time, personalized world. Consumers expect to get what they want, when they want 24/7. They also expect to be able to order, return and browse in the channel of their choice: online, in store, chat, mobile app etc. Retailers are no longer selling things.

Customer Experience 46

Customer Experience Industry Retail Roadmap 46

MaritzCX

APRIL 15, 2015

Anyone who has spent any time around an automotive manufacturer will know that Apple is held up as an example of something, perhaps, that we should be doing. But what is Apple doing and how can it be applied?

Automotive 66

Automotive Industry Conference Examples 66

Forrester's Customer Insights

DECEMBER 16, 2016

And that means knowing the industry in which you operate. Some of these industry differences include: Read more Categories: industry. vertical industries. Customer Insights industry insights services insights-driven organizations systems of insights vertical industries

Industry 16

Industry Customer Experience Customers System 16

Steve DiGioia

OCTOBER 15, 2015

But we can’t get there without Continue reading… The post What Advice Can You Offer to Anyone in the Service Industry? what is your 1 piece of great advice? This original article was written by Steve DiGioia. How Do You Answer That Question?

Industry 97

Industry Leadership 97

Merlin

JULY 31, 2016

The ambiguity extends to the effects it would have on the technology industry. A survey of the UK’s tech workers by Juniper Research has found that 65% foresee Brexit negatively affecting the global tech industry. Blog brexit business tech industry Technology

Industry 27

Industry Data Government Marketing 27

Vision Critical

MARCH 30, 2017

What do you need to succeed in a traditional and established multi-billion dollar industry like the grocery market? Price Chopper Supermarkets, an American grocery chain with 136 stores, has one answer: customer insight.

Industry 50

Industry Customer Insights Brands Sales 50

CustomerGauge

MAY 17, 2017

The post 2017 Customer Experience Lessons from the Airline Industry…So Far appeared first on CustomerGauge. Blog Featured Airline industry Customer experience Net Promoter Score United Airlines

Airlines 13

Airlines Industry Net Promoter Score Customer Experience 13

Clarabridge

OCTOBER 23, 2015

You probably already noticed that the quality of customer service varies greatly by industry. Let’s take a look at the industries that are most important to take on social customer service. Similar to the telecom industry, travel and hospitality deal with fierce competition.

Transportation 35

Transportation Industry Social Media Hospitality 35

Steve DiGioia

SEPTEMBER 16, 2016

As an industry, real estate, and property management in particular, is often viewed by consumers as being very “old school” and “behind the times”. BF : Property Management is renowned as a transient, high turnover industry with burnout a common problem.

Industry 40

Industry Sports omnichannel Competitive Advantage 40

Steve DiGioia

MARCH 24, 2016

The hospitality industry is the most unique in the business world because we don’t sell a product. Today’s hospitality industry is not about numbers, at least to the guests, it’s all about how we make you feel , what the experience is like. This is a very unforgiving industry.

Hospitality 44

Hospitality Industry Hotels Customer Experience 44

360Connext

JANUARY 26, 2015

It seems obvious which industries and brands need to pay attention to this. As customers, we don’t care about how difficult the industry competition is or how regulations make processes more challenging. These are the things I hear from friends working in these industries.

Industry 80

Industry Social Media Airlines Brands 80

Beyond Philosophy

FEBRUARY 29, 2016

The post Industry Secrets Leaked – Predicting Customer Behavior! Imagine the power of being able to predict your Customers’ behavior. It would mean that you can design an experience that plays into this behavior and creates an excellent Customer Experience that drives $$$ for you. However, reliably predicting your Customers’ behavior is going to be difficult even under the best of circumstances.

Industry 31

Industry Retail Consulting Sales 31

MaritzCX

JUNE 10, 2015

If you’ve been to the Museum of Modern Art in New York, when you go in you pick up an audio device that allows you to key in the number of the painting you’re looking at. You then stand back and listen to world class curators explain the Monet or Renoir or Pollock you’re admiring. . View Article

Industry 56

Industry 56

Storyminers

MAY 4, 2016

So to help you gain a better understanding of what CX really is, we reached out to 19 smart and talented industry experts and asked them: “What is customer experience?”. 19 Industry Experts Weigh In: appeared first on Storyminers.

Industry 39

Industry Interaction Brands eBook 39

Experience Matters

FEBRUARY 23, 2017

In this post, I share data and analysis showing how customer experience correlates to customer recommendations across 20 industries. At the bottom of this post we’ve assembled a number of industry-specific data charts that you can download and use. If you want customers to recommend your company, make sure they have a good experience. In the […]. CCXP6 Metrics, Measurement, and ROI Customer experience ROI of Customer Experience

Analysis 33

Analysis Data Industry Company 33

Merlin

OCTOBER 4, 2016

The pace with which the industry changes is so fast that what used to be considered a hot tech skill last year could become extinct virtually overnight. Technology continues to evolve each year, and along with it comes a host of skills that organizations need to keep up with the times.

Industry 32

Industry Competitive Advantage Data Technology 32

Vision Critical

JULY 19, 2016

Providing a 360-degree examination of the Millennial lifestyle, the report has important implications for business professionals in all industries, including finance, technology, media, retail, health care and travel.

Tourism 65

Tourism Industry Report Entertainment 65

Kate Nasser

MARCH 6, 2016

Leaders ask: Can we deliver top notch customer service even in highly regulated industries. The post Deliver Top Notch Customer Service Even in Highly Regulated Industries appeared first on KateNasser.com.

Industry 32

Industry Insurance Customer Service Healthcare 32

Merlin

MARCH 19, 2017

According to Global Industry Analysts, the global contact centers market will reach $337.8 However, a huge change that the industry is about to face is the presence of Artificial Intelligence (AI). Contact centres have seen the biggest growth in the recent years.

Contact Center 23

Contact Center Industry Data Social Media 23

MaritzCX

SEPTEMBER 23, 2015

In the 1992 movie Glengarry Glen Ross, Alec Baldwin tells a rag-tag group of salesmen about an innovative sales contest. First prize – a Cadillac Eldorado. Second Prize – a set of steak knives. Third prize – you’re fired. It’s a pretty famous scene, both from the original movie, and also from the subsequent parody on. View Article

Innovation 38

Innovation Industry Groups Sales 38

Merlin

JULY 24, 2016

Regardless of the industry your business belongs to, there’s no denying that customers are and will always be your company’s lifeline. To have a better understanding of customer service, here are the usual challenges encountered by fast-growing industries nowadays. Retail Industry.

Customer Experience 24

Customer Experience omnichannel Airlines Industry 24

Calabrio

JUNE 30, 2016

The post The Top Trend to Change Our Industry in the Next Five Years appeared first on Calabrio. We think about analytics frequently at Calabrio. We think about how to improve the use of data, how best to implement analytics strategies, and how to make that data work in meaningful ways for businesses like yours. It’s not just because we’re data lovers (we are!),

Contact Center 36

Contact Center Customer Experience Trends Industry 36

Experience Matters

DECEMBER 14, 2016

At the bottom of this post we’ve assembled a number of industry-specific charts that you can download and use. Customer experience Industry DataPeople are always asking us about the correlation between customer experience and business results. While we recommend that companies examine this relationship for their specific company, we’ve done extensive industrywide analyses on the topic.

ROI 20

ROI Report Industry Company 20

CustomerGauge

NOVEMBER 24, 2016

The post What Can Brands With Low NPS Learn From The Top Performing In Their Industry? Defined by Harvard Business Review as “The One Number You Need to Grow”, the Net Promoter Score® is the quickest metric you can use to assess customer satisfaction and loyalty with your brand.

Net Promoter Score 28

Net Promoter Score NPS Metrics Customer Satisfaction 28

Forrester

JULY 15, 2015

So with that in mind, here's what we did: Aided by some long-suffering research associates, I and some of our top industry experts picked pairs of competitors where one of the pair had significantly higher customer experience quality than the other (as rated by their own customers). We did this for five very different industries: cable, airlines, investments, retail, and health insurance.

Insurance 41

Insurance Airlines Retail Industry 41

ShepHyken

JUNE 10, 2016

This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture. Hospitality, we can say, is a pretty ‘old’ industry.

Hospitality 25

Hospitality Hotels Customer Experience Industry 25

Up Your Service

MAY 3, 2017

Our previous blog post demonstrated the power of customer voice in an unsolicited book review from a technology industry guru. This post makes the same point, but for the travel and hospitality – one of the most traditional “service” industries on the planet.

Hospitality 30

Hospitality Travel Airlines Hotels 30

ResponseTek

MAY 8, 2017

This is a progression within the industry, but most analysts feel there is much more room for improvement in the vertical. The telecommunications industry has the unique position of providing consumers with the mobile network and capabilities they desire, while also attempting to enhance their customer experience through this same channel.

Telecommunications 13

Telecommunications Insurance Guidelines Social Media 13

Experience Matters

JANUARY 20, 2017

Those are the highest levels across the 20 industries we examined. Can a single bad experience cost a company money? You bet! As a matter of fact, 53% of consumers reported a cut in spending at fast food restaurants and rental car agencies after they’ve had a very bad experience. At the bottom of this post we’ve […]. CCXP6 Metrics, Measurement, and ROI Customer experience ROI of Customer Experience

Report 33

Report Consumers Customers Industry 33

Natalie Petouhof

DECEMBER 17, 2015

The project will develop an enterprise grade, open source distributed ledger framework and free developers to focus on building robust, industry-specific applications, platforms and hardware systems to support business transactions. For supply chain and IOT and the financial industries, this is very important. Many of the founding members are already investing considerable research and development efforts exploring blockchain applications for industry.

Financial 12

Financial Banking Industry Technology 12

Experience Matters

JUNE 6, 2016

We released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. As a follow-up, we published blog posts that examine the results for each of the 20 industries. consumers. Here’s a link to FAQ’s about the Ratings. You can see links to all […]. 2016 Temkin Ratings Customer experience

Survey 17

Survey Consumers Industry Customers 17

C3Centricity

SEPTEMBER 12, 2016

Net promoter score) Apart from its now questioned validity, are you even sure that this metric is relevant to your industry? Hopefully, the ideas from my experiences have inspired you to make some changes in how you treat your own customers, whatever industry you are in. .

Tourism 58

Tourism Net Promoter Score NPS Transportation 58

Customer Interactions

OCTOBER 5, 2015

It is no secret that tech giant Apple and Google have hundreds of employees and millions of dollars focused on the automobile industry. But exactly what their intentions are in this multi-billion dollar business is still shrouded in mystery

Industry 27

Industry 27

Clarabridge

JUNE 19, 2017

Technology airline industry and technology airline industry data airline technology advancements airline technology companies airline technology trends airline technology trends 2017 commercial airline technology contact center airlines customer feedback airlines customer feedback technology

Airlines 27

Airlines Customer Experience Policies Customer Journeys 27

Verint

FEBRUARY 1, 2017

Here at Verint, Customer Experience remains at the forefront of how we operate. We have a thoughtful, dedicated CX initiative with broad cross-functional support and fantastic customer advocacy. A big part of this success is having a dedicated operational leader for CX.

Industry 14

Industry Customer Experience Customer Focused Feedback 14

Experience Matters

APRIL 13, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. As a follow-up, we published blog posts that examine the results for each of the 20 industries over the five years of the Ratings.

Wireless 20

Wireless Insurance Airlines Hotels 20

Avaya

MARCH 16, 2016

The post Diligent Benefits Tackles Insurance Industry Customer Experience with Avaya Cloud appeared first on Avaya Connected Blog.

Insurance 17

Insurance Contact Center Financial Case Study 17

Michel Falcon Experience

NOVEMBER 22, 2014

The post 4 Customer Experience Pitfalls Within the Franchise Industry appeared first on Michel Falcon Customer and Employee Experience Expert. I’ve spent years studying the franchise business model; it’s complex.

Study 21

Study System Employee Experience Brands 21