Automotive Industry Transformation = Disruption or Opportunity?
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].
What is Customer Experience? 19 Industry Experts Weigh In:
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 […].
2017 Temkin Experience Ratings: 20 Industry Snapshots
APRIL 4, 2017
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 […].
Context Matters, And That Means Your Industry
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
Customer-led rebranding: How Price Chopper uses customer insight to thrive in the grocery industry
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.
What Advice Can You Offer to Anyone in the Service Industry?
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?
5 Ways the Brexit May Affect the Tech Industry
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
What is Customer Experience? 19 Industry Experts Weigh In:
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.
Top Industries For Social Customer Service
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.
Enriching the Customer Experience Works in Any Industry
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.
Hospitality: The “What Have You Done For Me Lately” Industry
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.
Industry Secrets Leaked – Predicting Customer Behavior!
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.
“Such Poor Customer Experience!” 3 Industries I Hear About Every Day
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.
Lessons From the MoMA for The Car Industry
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
5 Ways AI Will Enhance Call Centre Industry
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.
10 Skills to Master in the Fast-Paced Tech Industry
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.
Deliver Top Notch Customer Service Even in Highly Regulated Industries
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.
Customer Experience Leads to Recommendations (Charts For 20 Industries)
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
The ultimate report on Millennial customers: Gen Y attitudes and their impact on tech, finance, media and other major industries
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.
Glengarry Glen Ross & the Car Industry on Twitter
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
The Top Trend to Change Our Industry in the Next Five Years
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!),
CX & Loyalty: Customer Experience Correlates To Buying (Charts For 20 Industries)
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.
12 Customer Service Challenges Faced by Fast-Growing Industries
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.
What Can Brands With Low NPS Learn From The Top Performing In Their Industry?
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.
Guest Blog: What Hospitality Industry Has Taught Us About Customer Service Best Practices
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.
Better Customer Experience Correlates with Higher Revenue Growth In Most Industries
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.
CX & Loyalty: A Bad Experience Decreases Spending (Charts For 20 Industries)
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
2016 Temkin Experience Ratings: 20 Industry Snapshots
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
Blockchain: Linux Foundation Unites Industry Leaders to Advance Blockchain Technology
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.
Verint Customer Experience Program Earns Two New Industry Honors
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.
Forgotten Facts & Fantasies of Customer Delight
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. .
What To Expect From The BPO Industry In 2017
MARCH 14, 2017
The Philippine economy is buoyed by OFW remittances and the business process outsourcing (BPO) industry, with the latter exceeding the $21 billion revenue target set in 2015. Here are some BPO predictions 2017: The industry will keep driving the office market.
This is How Apple and Google are Going to Disrupt the Automobile Industry
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
2015 Temkin Experience Ratings: 20 Industry Snapshots
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.
Diligent Benefits Tackles Insurance Industry Customer Experience with Avaya Cloud
MARCH 16, 2016
The post Diligent Benefits Tackles Insurance Industry Customer Experience with Avaya Cloud appeared first on Avaya Connected Blog.
Customer Experience failure in the energy industry – exhibit 1 – British Gas
AUGUST 11, 2015
Why is it that an industry that directly affects all of us and one that is heavily regulated with authorities supposedly protecting the interests of consumers/customers, is so often completely failing to deliver experiences that get even slightly close to meeting our expectations?
Our CX Data Doesn’t Match Industry Benchmarks, Now What?
APRIL 11, 2016
Given that I created several of those industry measurements, it’s fair for […]. I am often asked some version of this question: We just saw the <Temkin Experience Ratings, Temkin Group’s NPS benchmark, Forrester’s CXi, JD Powers, The ASCI> and it is completely different from what our internal data is telling us. How should we reconcile the two data points? Customer Connectedness Customer experience