Which Industries are Already Benefiting the Most from Robotic Process Automation


For now, however, there are three particular industries that are most reaping the benefits of RPA, blazing the automation trail.

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.

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The Technology Industry NPS® Benchmarks


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.

NPS 23

Automotive Industry Transformation = Disruption or Opportunity?


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].

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.

Lessons from Apple for the Automotive Industry


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?

How To Leverage Customer Feedback In The Automotive Industry

Happy or Not

The post How To Leverage Customer Feedback In The Automotive Industry appeared first on HappyOrNot. Blog Automotive Industry Customer Feedback Traffic InstituteCustomer feedback is the most basic form of customer experience measurement.

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.

What Advice Can You Offer to Anyone in the Service Industry?

Steve DiGioia

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?

Transforming the Insurance Industry with Digital


Although slow to adopt digital, the insurance industry should look at the many benefits this offers, rather than focusing on the challenges it creates.

How to improve CX in the automotive industry

Vision Critical

The auto industry is at a crossroads. At the 13 th annual Automotive CX Summit, executives from OEMs, dealers, and finance providers shared their perspective on how the industry can work together to meaningfully transform the vehicle buying and ownership experience for the better.

2017 Temkin Experience Ratings: 20 Industry Snapshots

Experience Matters

We released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 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. 2017 Temkin Ratings Customer experience Industry Dataconsumers. Here’s a link to FAQ’s about the Ratings. You can see links to all […].

Retail Industry Transformation = Selling Things ? Selling the Experience


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.

What is Customer Experience? 19 Industry Experts Weigh In:


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.

5 Ways the Brexit May Affect the Tech Industry


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

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.

Customer-led rebranding: How Price Chopper uses customer insight to thrive in the grocery industry

Vision Critical

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.

Top Industries For Social Customer Service


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.

Enriching the Customer Experience Works in Any Industry

Steve DiGioia

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.

2017 Customer Experience Lessons from the Airline Industry…So Far


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

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.

“Such Poor Customer Experience!” 3 Industries I Hear About Every Day


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.

Lessons From the MoMA for The Car Industry


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 Secrets Leaked – Predicting Customer Behavior!

Beyond Philosophy

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.

When Hospitality is Not Hospitable. 5 Learnings for Every Industry


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.

The ultimate report on Millennial customers: Gen Y attitudes and their impact on tech, finance, media and other major industries

Vision Critical

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.

Quadient: advancing the CX industry through disruptive innovation


The Top Trend to Change Our Industry in the Next Five Years


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!),

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

10 Skills to Master in the Fast-Paced Tech Industry


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.

New Data: How CX Improvements Drive Business Growth For 17 Industries

Forrester's Customer Insights

In our analysis, we modeled the effect of changes in CX on loyalty and business growth for 17 industries. We included four new industries per popular demand: Health […]. If you want to make the case for CX, check out the new data we just published in the report “Drive Business Growth With Great Customer Experience, 2017” (paywall). customer experience customer experience index (CX Index

Customer Experience Leads to Recommendations (Charts For 20 Industries)

Experience Matters

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

Why the gaming industry should place its bets on customer experience


The post Why the gaming industry should place its bets on customer experience appeared first on ForeSee. Insights Betting gambling UK UK gaming industryI’m a huge fan of games, especially the ones that include a big payout upon winning! Creating a business from this seems like a great way to monetise our inner desires for competition.

The Advertising Industry is Doomed, says Retail Expert Doug Stephens - Frank Reactions

Tema Frank

The advertising industry is going under. The Advertising Industry Won’t Be Useful Anymore. The advertising industry grew out of a need to drive people to stores, but soon traditional stores will also be a thing of the past, Stephens argues.

Forrester Releases First of Its Kind Industry Wave Focused on Retailers’ Mobile Websites

Forrester's Customer Insights

Home Depot and Wayfair take leading spots By Brendan Miller and Jennifer Wise You already know Forrester for its iconic Wave graphic that ranks technology vendors on their strategy and capabilities to serve industry clients. Starting today Forrester is introducing new kind of research document called a Forrester Industry Wave that evaluates digital experiences of […].

Glengarry Glen Ross & the Car Industry on Twitter


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

5 Ways AI Will Enhance Call Centre Industry


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.

Deliver Top Notch Customer Service Even in Highly Regulated Industries

Kate Nasser

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.

12 Customer Service Challenges Faced by Fast-Growing Industries


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.

Guest Blog: What Hospitality Industry Has Taught Us About Customer Service Best Practices


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.