Avaya, a Contact Center Infrastructure for 15 consecutive years unveiled customer engagement innovations that meet customer expectations where the rules of the game have changed: 90% of people move between different devices [i]. At the conference, Enterprise Connect , Avaya spoke at the key innovations that redefine the customer experience battleground and keep companies ahead of the curve, based on technology that supports more than 5 million agents globally. MORE
Eye-popping innovation for top-notch service Ebay’s new retail store (an effort with the until now on-line only Rebecca Minkoff store) didn’t just make me turn my head, it made me look twice. MORE
Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. Take advantage of new methodologies in research innovation. Use consumer insight through the product innovation cycle. MORE
In innovative service, thank you means communicating gratitude in a fashion that makes customers feel your authenticity. Service Innovation 2015 gratitude Innovative Service new year thanks MORE
With creativity, passion and award-winning know-how, Jackie supports service-orientated organizations and helps to improve their guest experience through innovation, engagement, and empowerment. Episode overview. MORE
Service Innovation Customer Experience Customer Service elegant Innovative Service Early one morning I was in my side yard and walked up on a huge elaborate spider web complete with its designer-tenant. MORE
Customer data, feedback and market research can still help guide your next innovation. The post 3 Ways to Let Customers Guide Your Greatest Innovation appeared first on Customer Experience Consulting. MORE
How do you drive innovation within your organization? Burkan says the following are classified as the edge: lost customers , rogue employees , fringe competitors , and fringe suppliers : he claims they are your best source of information to drive innovation. MORE
As a service company, how do you approach innovation? Recent research by The Service Council indicates that the service industry in general could be doing more to drive innovation. Astea and The Service Council presented the findings of that research in our recent webinar, “ Redefining Service Innovation: It’s Time for a Change.”. In many companies, innovation resources are targeted at new product development. Where is innovation needed? MORE
Customer Experience Innovation Monopoly Uber TaxiThe news that NYC taxi owners are suing NYC because Uber is cutting into their monopoly should make New Yorkers angry (ok, angrier). If owners get their way, convenience and service will decline. MORE
Image courtesy of Skley How does customer experience fuel innovation? Innochat is a weekly Twitter chat (Thursdays, 9am PT) about innovation and covers a wide range of topics and angles. If you love talking innovation, make time for this chat every Thursday. MORE
This requires that we develop new and innovative approaches to consistently take our customers breath away. You take your car in for regular maintenance and your body in for a physical exam. Women get a mammogram; men get a PSA check. MORE
Customer Experience Customer Relationship Service Innovation Customer Connections customer relationship Walk into one of your favorite service providers and you immediately feel the difference in the experience that makes this establishment one of your chosen few. What is the difference? MORE
When we think about innovation, we often associate it with white lab coat-wearing scientists or nerdy technologists working on the next big thing. Innovations need to redesign things that every employee does every day in every action. MORE
Customers have a new voice in innovation. I had an opportunity to interview James Bell, Head of Consumer Affairs for General Motors , about how they gather feedback and use it to create new innovations. The Chicago Auto Show, now in its 107th year(!), MORE
Customer Experience Customer Loyalty Customer Relationship Great Service Service Innovation customer relationship Customer Service Innovative Service76% of wired and dangerous customers today say they view customer service as the true test of how much a company values them. MORE
chief information officer (CIO) Innovation academic collaboration insights service providers insights services insights-driven organizationThe pace of change in data and analytics technology has accelerated. MORE
Ignite and engage employee innovation this way. People, not process, create and innovate! The post Leadership Reawakening: People Not Processes Create & Innovate appeared first on KateNasser.com. Employee Engagement Hot Topics and New Bits inspiration Leadership collaboration creativity employee engagement Innovation leaders people skills procedures process driven silos TeamworkLeaders, is your organization process driven. Even addicted to process? MORE
Home audio brand Sonos, for instance, recently opened a “listening boutique” store, where customers can experience the company’s innovative products in person. Business Strategy Innovation Customer Experience omnichannel retail MORE
We’ll have more to share from this later this week, but for now, we wanted to share an observation about innovation. Is innovation so forward-looking you can’t rely on customer feedback? Or should customer feedback be what drives everything, including innovation? MORE
Customer Delight Customer Experience Service Innovation customer delight High Point University is a private college in High Point, North Carolina. When Dr. Nido Qubein assumed the presidency in 2005, he shifted the focus to the experience of their customer—the student. MORE
As the 2016 Visionary Award winner for product innovation , Wolverine Worldwide has strategic insight that other brands should consider when incorporating customers into the development cycle. As I mentioned, we try to infuse consumer perspective throughout the process of innovation. MORE
It’s an irrefutable fact that digitization has rapidly moved on from being somewhat of an innovative trend to becoming a core organizational competency. It’s a vital, enterprise-wide strategy affecting every dimension of the operation and driven by the necessity to add intrinsic and measurable value - as perceived by the customers - to the organization’s products or service offerings. What’s more, the strategic direction and on-going support is ideally driven by the Executive team. MORE
Image courtesy of Celestine Chua Do you think that the speed of innovation is too fast for your customers? Only 30% of respondents believed that improving people's lives was a catalyst for change/innovation, and only 24% felt innovation was driven by a desire to make the world a better place. MORE
We filed the clever set of rules away but recently dusting them off for a fresh look at innovative service. Innovative service seeks the road less traveled in the pursuit of ingenious and novel. Innovative service is scrappy and provocative. This week we celebrate Memorial Day. MORE
Making trust the centerpiece of innovative service can catapult a service provider into a position of distinction in the eyes of customers. We live our lives on promises. MORE
Eye-popping innovation for top-notch service. Mike’s favorite assignments are ‘Store of the Future’ and ‘Sustainable CX Innovation Platforms’. Blog Customer Engagement Customer Experience customer service Featured Recent News connected consumer innovation linkedin MORE
We walked into the Marriott Windsor, Connecticut on a Monday about 8:20pm after a two hour flight from Atlanta to find a crowd at the Front Desk. Looking for dinner we headed directly to the restaurant and requested our favorite server, Lacey. MORE
This week: Business insurance company Hiscox innovates the customer experience. Welcome to This Week In Reviews , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. MORE
I want to bring up an interesting example of customer experience innovation that has been discussed (but not directly) in recent weeks. BTW, the overall idea of “customer experience innovation” is obviously very far-reaching, and numerous books have been written on it. MORE
Ready to make your travel life easier? I need your help. If you are a regular traveler to or from regional airports that employ the diminutive CRJs and Embraers then you are familiar with the dreaded carry-on “gate check” procedure due to their limited overhead baggage capacity. On the surface, this seems great. You mean I don’t have. View Article MORE
But, the largest issue is the impact on innovation. Innovation requires an atmosphere of trust. Fostering innovation takes leaders who live their work with the kind of values that would make their mother’s smile and their children proud. MORE
I was watching an episode of Shark Tank recently when Mark Cuban said, after one of the entrepreneurs failed miserably in attempting to lure a Shark to invest in part because of a gross over-valuation: First come the innovators, then come the imitators, then come the idiots. Innovate. MORE
Back in the New York Groove with Forrester, Part III: A Look Back at Highlights from #CXNYC MORE
Is Service Innovation Treated with the Same Diligence as Product Innovation? Service innovation is becoming a major source of competitive advantage, regardless if you are a pure service business or a manufacturer, yet many companies are not focusing on innovation with the same intensity as product innovation. Steps organizations can take today to pursue service innovation as an ongoing process and focus. MORE
Where does innovation come from? Have you ever considered yourself an innovator? Many times, the best sources of innovation can be found within each and every one of us. Innovation comes in all shapes and sizes and can be very inexpensive. Innovation is doing new things.” MORE
We believe this year will be remembered in years to come as one in which people in the world of work embraced the spirit of innovative service – consistently providing customers with a unique and unexpected customer experience creation. Thank you for following our innovative service blog. MORE
Platform innovation allows companies to disrupt the status quo for their business, their industry. Amazon, Zappos, Google, Uber are just a few of the success stories that embrace platform innovation and launched massive disruptions. MORE
The post Mobile Innovation Is Not About Your Phone! Blog Communications Customer Engagement Customer Experience Featured Review beacons CONNECT Mobile Innovation Summit customization ecommerce Geolocation innovatioin Internet of Things IoT mobile personalization restaurant retail smartphone MORE
Leaders, are these leadership innovation blocks happening to you & your business teams? The post Leadership Innovation Blocks: Are These Happening to You? Many are not so obvious. Checklist fr The People Skills Coach™. MORE
Customer Centric Customer Expectations Service Innovation customer wants Innovative Service webEarly one morning I was in my side yard and walked up on a huge elaborate spider web complete with its designer-tenant. MORE
With Amazon.com workplace culture in the news, People Skills global Twitter chat this Sunday will discuss: Can you have mega innovation & employee morale? The post Mega Innovation w/ Employee Morale: JOIN #Peopleskills Chat Aug. MORE
Innovative companies face a unique challenge: if the customer fails at using the technology, the company is to blame. They’ll blame the innovator even if they only logged in once. They’ll blame the innovator even if they never fully implemented the program. MORE
Innovation Related Topics Wired and Dangerous
JANUARY 10, 2017
But, the largest issue is the impact on innovation. Innovation requires an atmosphere of trust. Fostering innovation takes leaders who live their work with the kind of values that would make their mother’s smile and their children proud.
Wired and Dangerous
OCTOBER 10, 2016
Customer Experience Customer Loyalty Customer Relationship Great Service Service Innovation customer relationship Customer Service Innovative Service76% of wired and dangerous customers today say they view customer service as the true test of how much a company values them.
Jacada
FEBRUARY 2, 2017
It’s an irrefutable fact that digitization has rapidly moved on from being somewhat of an innovative trend to becoming a core organizational competency. It’s a vital, enterprise-wide strategy affecting every dimension of the operation and driven by the necessity to add intrinsic and measurable value - as perceived by the customers - to the organization’s products or service offerings. What’s more, the strategic direction and on-going support is ideally driven by the Executive team.
CX Journey
JULY 26, 2016
Image courtesy of Skley How does customer experience fuel innovation? Innochat is a weekly Twitter chat (Thursdays, 9am PT) about innovation and covers a wide range of topics and angles. If you love talking innovation, make time for this chat every Thursday.
Customer Bliss
JUNE 22, 2017
I want to bring up an interesting example of customer experience innovation that has been discussed (but not directly) in recent weeks. BTW, the overall idea of “customer experience innovation” is obviously very far-reaching, and numerous books have been written on it.
CX Journey
AUGUST 4, 2015
Image courtesy of Celestine Chua Do you think that the speed of innovation is too fast for your customers? Only 30% of respondents believed that improving people's lives was a catalyst for change/innovation, and only 24% felt innovation was driven by a desire to make the world a better place.
360Connext
AUGUST 18, 2016
The post Mobile Innovation Is Not About Your Phone! Blog Communications Customer Engagement Customer Experience Featured Review beacons CONNECT Mobile Innovation Summit customization ecommerce Geolocation innovatioin Internet of Things IoT mobile personalization restaurant retail smartphone
Customer Bliss
JUNE 20, 2017
With creativity, passion and award-winning know-how, Jackie supports service-orientated organizations and helps to improve their guest experience through innovation, engagement, and empowerment. Episode overview.
Vision Critical
SEPTEMBER 22, 2016
Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. Take advantage of new methodologies in research innovation. Use consumer insight through the product innovation cycle.
Vision Critical
APRIL 4, 2017
Home audio brand Sonos, for instance, recently opened a “listening boutique” store, where customers can experience the company’s innovative products in person. Business Strategy Innovation Customer Experience omnichannel retail
Kate Nasser
NOVEMBER 7, 2015
Ignite and engage employee innovation this way. People, not process, create and innovate! The post Leadership Reawakening: People Not Processes Create & Innovate appeared first on KateNasser.com. Employee Engagement Hot Topics and New Bits inspiration Leadership collaboration creativity employee engagement Innovation leaders people skills procedures process driven silos TeamworkLeaders, is your organization process driven. Even addicted to process?
Vision Critical
SEPTEMBER 15, 2016
As the 2016 Visionary Award winner for product innovation , Wolverine Worldwide has strategic insight that other brands should consider when incorporating customers into the development cycle. As I mentioned, we try to infuse consumer perspective throughout the process of innovation.
Wired and Dangerous
MAY 23, 2016
We filed the clever set of rules away but recently dusting them off for a fresh look at innovative service. Innovative service seeks the road less traveled in the pursuit of ingenious and novel. Innovative service is scrappy and provocative. This week we celebrate Memorial Day.
Wired and Dangerous
JANUARY 3, 2017
We believe this year will be remembered in years to come as one in which people in the world of work embraced the spirit of innovative service – consistently providing customers with a unique and unexpected customer experience creation. Thank you for following our innovative service blog.
MaritzCX
APRIL 16, 2015
Ready to make your travel life easier? I need your help. If you are a regular traveler to or from regional airports that employ the diminutive CRJs and Embraers then you are familiar with the dreaded carry-on “gate check” procedure due to their limited overhead baggage capacity. On the surface, this seems great. You mean I don’t have. View Article
360Connext
FEBRUARY 23, 2015
Customers have a new voice in innovation. I had an opportunity to interview James Bell, Head of Consumer Affairs for General Motors , about how they gather feedback and use it to create new innovations. The Chicago Auto Show, now in its 107th year(!),
Kate Nasser
AUGUST 8, 2015
Leaders, are these leadership innovation blocks happening to you & your business teams? The post Leadership Innovation Blocks: Are These Happening to You? Many are not so obvious. Checklist fr The People Skills Coach™.
360Connext
MAY 24, 2016
Customer data, feedback and market research can still help guide your next innovation. The post 3 Ways to Let Customers Guide Your Greatest Innovation appeared first on Customer Experience Consulting.
Wired and Dangerous
APRIL 3, 2017
This requires that we develop new and innovative approaches to consistently take our customers breath away. You take your car in for regular maintenance and your body in for a physical exam. Women get a mammogram; men get a PSA check.
Andrew Mcfarland
DECEMBER 14, 2015
Customer Experience Innovation Monopoly Uber TaxiThe news that NYC taxi owners are suing NYC because Uber is cutting into their monopoly should make New Yorkers angry (ok, angrier). If owners get their way, convenience and service will decline.
Storyminers
JUNE 2, 2015
Eye-popping innovation for top-notch service Ebay’s new retail store (an effort with the until now on-line only Rebecca Minkoff store) didn’t just make me turn my head, it made me look twice.
Wired and Dangerous
DECEMBER 2, 2014
Customer Experience Customer Relationship Service Innovation Customer Connections customer relationship Walk into one of your favorite service providers and you immediately feel the difference in the experience that makes this establishment one of your chosen few. What is the difference?
Wired and Dangerous
OCTOBER 20, 2014
Customer Delight Customer Experience Service Innovation customer delight High Point University is a private college in High Point, North Carolina. When Dr. Nido Qubein assumed the presidency in 2005, he shifted the focus to the experience of their customer—the student.
CX Journey
JANUARY 22, 2016
How do you drive innovation within your organization? Burkan says the following are classified as the edge: lost customers , rogue employees , fringe competitors , and fringe suppliers : he claims they are your best source of information to drive innovation.
360Connext
DECEMBER 17, 2014
Eye-popping innovation for top-notch service. Mike’s favorite assignments are ‘Store of the Future’ and ‘Sustainable CX Innovation Platforms’. Blog Customer Engagement Customer Experience customer service Featured Recent News connected consumer innovation linkedin
Kate Nasser
AUGUST 19, 2015
With Amazon.com workplace culture in the news, People Skills global Twitter chat this Sunday will discuss: Can you have mega innovation & employee morale? The post Mega Innovation w/ Employee Morale: JOIN #Peopleskills Chat Aug.
Amity
DECEMBER 2, 2016
Innovative companies face a unique challenge: if the customer fails at using the technology, the company is to blame. They’ll blame the innovator even if they only logged in once. They’ll blame the innovator even if they never fully implemented the program.
Astea
MARCH 31, 2016
As a service company, how do you approach innovation? Recent research by The Service Council indicates that the service industry in general could be doing more to drive innovation. Astea and The Service Council presented the findings of that research in our recent webinar, “ Redefining Service Innovation: It’s Time for a Change.”. In many companies, innovation resources are targeted at new product development. Where is innovation needed?
Wired and Dangerous
OCTOBER 13, 2014
Service Innovation Customer Experience Customer Service elegant Innovative Service Early one morning I was in my side yard and walked up on a huge elaborate spider web complete with its designer-tenant.
360Connext
FEBRUARY 18, 2015
We’ll have more to share from this later this week, but for now, we wanted to share an observation about innovation. Is innovation so forward-looking you can’t rely on customer feedback? Or should customer feedback be what drives everything, including innovation?
Strativity
AUGUST 25, 2015
When we think about innovation, we often associate it with white lab coat-wearing scientists or nerdy technologists working on the next big thing. Innovations need to redesign things that every employee does every day in every action.
Wired and Dangerous
DECEMBER 15, 2014
We walked into the Marriott Windsor, Connecticut on a Monday about 8:20pm after a two hour flight from Atlanta to find a crowd at the Front Desk. Looking for dinner we headed directly to the restaurant and requested our favorite server, Lacey.
ReviewTrackers
MAY 25, 2017
This week: Business insurance company Hiscox innovates the customer experience. Welcome to This Week In Reviews , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience.
Forrester's Customer Insights
AUGUST 17, 2017
chief information officer (CIO) Innovation academic collaboration insights service providers insights services insights-driven organizationThe pace of change in data and analytics technology has accelerated.
Wired and Dangerous
SEPTEMBER 5, 2014
Making trust the centerpiece of innovative service can catapult a service provider into a position of distinction in the eyes of customers. We live our lives on promises.
Wired and Dangerous
DECEMBER 23, 2014
In innovative service, thank you means communicating gratitude in a fashion that makes customers feel your authenticity. Service Innovation 2015 gratitude Innovative Service new year thanks
Customer Interactions
JULY 14, 2016
Back in the New York Groove with Forrester, Part III: A Look Back at Highlights from #CXNYC
Natalie Petouhof
MARCH 7, 2016
Avaya, a Contact Center Infrastructure for 15 consecutive years unveiled customer engagement innovations that meet customer expectations where the rules of the game have changed: 90% of people move between different devices [i]. At the conference, Enterprise Connect , Avaya spoke at the key innovations that redefine the customer experience battleground and keep companies ahead of the curve, based on technology that supports more than 5 million agents globally.
Strativity
AUGUST 27, 2015
Where does innovation come from? Have you ever considered yourself an innovator? Many times, the best sources of innovation can be found within each and every one of us. Innovation comes in all shapes and sizes and can be very inexpensive. Innovation is doing new things.”
Avaya
JUNE 7, 2016
Platform innovation allows companies to disrupt the status quo for their business, their industry. Amazon, Zappos, Google, Uber are just a few of the success stories that embrace platform innovation and launched massive disruptions.
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