CX Leadership in the International Gas and Energy B2B Industry with Antonio Susta

Customer Bliss

In today’s episode, I speak with Antonio Susta , Head of Customer Experience and Customer Service at The Linde Group , a world leading supplier of industrial, processes and specialty gases. .

The Technology Industry NPS® Benchmarks

CustomerGauge

The technology industry has been continuously disrupting and leading markets when it comes to innovations and customer experience. The post The Technology Industry NPS® Benchmarks appeared first on CustomerGauge.

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Improving the Energy Industry Experience, With Damian Cotchett – CB67

Customer Bliss

Podcast 5 customer experience competencies customer experience energy energy industry psychologyEpisode Overview. Damian and I discuss how he is leading the transition, in partnership with his CEO, to make AGL Energy of Australia a service business that happens to supply energy.

Why Investors Are Attracted To The Philippine Call Center Industry

Magellan Solutions

Two decades after the first call center started its operation, the call center industry has flourished and developed into one of the top targets of foreign companies investing in business process outsourcing (BPO).

How Mid-Size Contact Centers are Adopting Cloud for CX Transformation

Industry leading analyst, Mary Wardley from IDC, will lead a panel of cloud technology leaders from Genesys discussing insights recently released in a joint report from IDC and Genesys. How Mid-Size Contact Centers are Adopting Cloud for CX Transformation.

The Philippine Call Center Industry: A Brief History

Magellan Solutions

As a sub-sector of the business process outsourcing (BPO) industry, call centers in the Philippines remain as a major contributor of the country’s economy. See the infographic below to see how the Philippines’ call center and BPO industry evolved to what it is today.

In the Competitive Airline Industry, Best Practices in CX can be Transformational

Customer Bliss

Let’s face it: the airline industry is tough. When it comes to the airline industry, this is critical – especially for the frontline employees who deal with lost luggage, flight delays, and loyalty reward points. It’s competitive and increasingly consolidated. (Do

What’s The Number?: Analysis Of The Latest Statistics Of The BPO Industry

Magellan Solutions

The business processing industry in Asia remains to be optimistic in the past years despite the economic downturn happening across the world. This is because the industry continues to have a positive outlook. The Philippines has been a part of the global outsourcing industry.

Tactics To Implement in Your First Six Months Leading CX in the Telecommunications Industry

Customer Bliss

In this episode, you’ll hear from two brilliant leaders who’ve led CX work in the telecommunications industry.

eBook: Top 6 Benefits of Improving CX Assurance

Transformation Comply with Industry. Senior Manager Telephony Automated Services Team, UK Financial Leader READ FULL CASE STUDY “ “ 2 3 COMPLY WITH INDUSTRY. CX leaders in these industries: • Proactively know whether regulatory. Top 6 Benefits of. Improving Your. CX Assurance.

Customer Satisfaction Survey Questions for the Service Industry

Comm100

This is even more relevant for the service industry, which relies on constant service improvement to stay ahead of their competitors. There’s many other reasons why effective customer satisfaction survey questions are so important for the service industry, too.

Call Center Industry Trends Mid Year 2017 Report

Magellan Solutions

The call center industry finds itself in an exciting and challenging place this time of the year. But even if the call center industry of the Philippines is in a position of steady growth, challenges concerning customer satisfaction are still prevalent.

2017 Customer Experience Lessons from the Airline Industry…So Far

CustomerGauge

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

How 4 industry-leading Canadian brands use insight to improve CX

Vision Critical

For its efforts, CIBC’s research has taken home several industry awards. These industry-leading Canadian brands have invested in really understanding their customers—and they are reaping the benefits as a result.

Industry Study Worthwhile Reviewing

MaritzCX

entitled the US Automotive Industry Study and Confidence Index. The sub-title is A Return to Optimism and the report does a nice job at covering some of the more salient issues facing the industry. I came across a study that was done by Booz & Co. The link is: [link] Topics covered include: 1. View Article. Automotive

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Frost & Sullivan White Paper–CX Innovation Through Agile & DevOps

are impacting every industry, shaping a new shoreline that will characterize a data-centric, self-optimizing future. In a recent Frost & Sullivan global survey of 1,934 companies, 32% of firms across industries said. CX Innovation: Rising to the Challenge of Techno-Consumerism Through.

Industry Study Worthwhile Reviewing

MaritzCX

entitled the US Automotive Industry Study and Confidence Index. The sub-title is A Return to Optimism and the report does a nice job at covering some of the more salient issues facing the industry. I came across a study that was done by Booz & Co. The link is: [link] Topics covered include: 1. View Article

Study 200

Industry Study Worthwhile Reviewing

MaritzCX

entitled the US Automotive Industry Study and Confidence Index. The sub-title is A Return to Optimism and the report does a nice job at covering some of the more salient issues facing the industry. I came across a study that was done by Booz & Co. The link is: [link] Topics covered include: 1. View Article

Study 200

Millennials are reshaping how the health care industry does business

Vision Critical

Now in their prime spending years, this generation is set to reshape economy as we know it, and the $3 trillion health care industry will be no exception. “Young people need to be asked what matters, not told what matters.”. Jeff Martin, CEO and founder of Tribal Brands.

What To Expect From The BPO Industry In 2018

Magellan Solutions

He added that our adequate foreign exchange reserves, declining external debt ratio, and sustained flows of remittances and revenues from business process outsourcing (BPO) industry “give investors comfort about the Philippines’ resilience to future external shocks.”.

Why is shorter life cycle of insurance claims critical to the industry?

TechSee

These customers expect the same competitive level of customer service that is being offered by many other industries, raising the bar for insurers to meet their rising expectations. This has given rise to a new era of Insurtech companies, new players using technology to disrupt the insurance industry. The post Why is shorter life cycle of insurance claims critical to the industry?

6 Industry-Approved Channels to Collect Customer Feedback Efficiently

Customer Guru

The post 6 Industry-Approved Channels to Collect Customer Feedback Efficiently appeared first on Customer Guru. Why should you be collecting customer feedback? If you would like to see your business grow and prosper, customer satisfaction is not only important but also necessary.

CX Design Thinking in the Travel Industry, With Annette Höher-Bäuerle – CB64

Customer Bliss

Episode Overview. Annette Höher-Bäuerle went from being internal legal counsel at the Thomas Cook Group to leading all of Customer Experience globally.

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Lessons from Apple for the Automotive Industry

MaritzCX

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?

11 Industry Experts Discuss “What’s More Important: Customer First or Profit First?”

Steve DiGioia

Recently I had the pleasure of interviewing many leaders in the business world and customer service industry. I am forever grateful to these industry titans for their willingness to share their expertise today. This original article was written by Steve DiGioia.

When Hospitality is Not Hospitable. 5 Learnings for Every Industry

C3Centricity

The hospitality industry is both simple and complex for customer centricity improvements. This is certainly true for the hospitality industry, but less so for many other businesses in my opinion. 5 Learnings for Every Industry appeared first on C3Centricity.

How the Entertainment Industry is Using Data Collection

QuestionPro Audience

Previously, the data segmentation the movie industry used was very high-level: gender, age, income. With industry knowledge and innovative tools, QuestionPro Audience always meets the rigorous demands of our clients. Audience consumer insight Data entertainment industry

6 Tips and 5 Predictions for the Customer Success Industry

Amity

James shared his knowledge and experiences about this young and booming industry from working in the US and the UK. Self-Teaching in a New Industry. Experimentation is a great thing, but it hinders the industry as a whole when the results are kept internal.

2018 Temkin Experience Ratings: 20 Industry Snapshots

Experience Matters

We released the 2018 Temkin Experience Ratings that ranks the customer experience of 318 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. The post 2018 Temkin Experience Ratings: 20 Industry Snapshots appeared first on Customer Experience Matters®. 2018 Temkin Ratings Customer experience Industry Data

The Gap in Perception – German Automotive Industry 2016

MaritzCX

In the automotive industry the perception of car manufacturers and consumers are drifting miles apart Authors: Jörg Sgries & Catja Sander 2016 has so far not been the best year for the automotive industry. The VW scandal has dragged all other German manufacturers into the pit. This is confirmed by the trust index of GPRA, View Article. Automotive

The Gap in Perception – German Automotive Industry 2016

MaritzCX

In the automotive industry the perception of car manufacturers and consumers are drifting miles apart Authors: Jörg Sgries & Catja Sander 2016 has so far not been the best year for the automotive industry. The VW scandal has dragged all other German manufacturers into the pit. This is confirmed by the trust index of GPRA, View Article

The Gap in Perception – German Automotive Industry 2016

MaritzCX

In the automotive industry the perception of car manufacturers and consumers are drifting miles apart 2016 has so far not been the best year for the automotive industry. The VW scandal has dragged all other German manufacturers into the pit. This is confirmed by the trust index of GPRA, the association of leading communication agencies. View Article

Auto Industry Challenges Infographic

Peter Lavers

The post Auto Industry Challenges Infographic appeared first on Think CX. The automotive sector is facing massive changes in the next 10 years. How will this affect your customer management? Download the Automotive Change Infographic pdf .

Auto Industry Challenges Infographic

Peter Lavers

The post Auto Industry Challenges Infographic appeared first on Think CX. The automotive sector is facing massive changes in the next 10 years. How will this affect your customer management? View the Automotive Change Infographic. Contact us: info@thinkCX.co.uk.

5 Ways the Brexit May Affect the Tech Industry

Merlin

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

Context Matters, And That Means Your Industry

Forrester's Customer Insights

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

Hospitality: The “What Have You Done For Me Lately” Industry

Steve DiGioia

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.

Revolutionizing Service Culture in the Healthcare Industry

Up Your Service

What’s happening in the industry? In recent years the healthcare industry has undergone – and continues to undergo—massive changes. To improve service and remain competitive in the healthcare industry: Create a new definition of service.

Chatbots: Saviours of the insurance industry

Jacada

While the insurance industry has been slow to transition to a digital world, chatbots offer a quick and easy way to begin delivering the services 21st century customers demand.

Shattering Negative Stereotypes in the Automotive Industry

MaritzCX

He put together this post to shed some light on where we stand as an industry in terms of the retail experience. I’d like to introduce you to one of my colleagues, Dr. Scott Pimley. Scott is Director, Solutions Architecture and works out of our Torrance, CA office.