Chatbots: Saviours of the insurance industry


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.

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.

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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.

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.

What is Customer Experience? 19 Industry Experts Weigh In:


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 […].

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?

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?

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 […].

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.

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.

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.

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.

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.

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.

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

“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

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

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.

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!),

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.

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

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.

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.

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.

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

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.

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.


News & Customer Experience

Today we will walk through the Customer’s journey in a food service industry store, in search of the several points the client can touch before, after and during his lunch, breakfast, dinner or his ice cream.

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

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.

What Can Brands With Low NPS Learn From The Top Performing In Their Industry?


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.

Improving the Experience at Israel’s Largest Supermarket, With Zvi Baida – CB65

Customer Bliss

Podcast accelerate CCO value align silos CCO role CCO Role and Structure Clarifying the CCO role company alignment creating the CCO role food industry israel supermarket industryEpisode Overview.