Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Our services team has helped with over 1,000 customer experience management initiatives.

2015 97

2015 Multi-Channel 2014 CEM 97

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Second to None

MARCH 8, 2019

Similarly, a 2015 Glassdoor study found that firms ranked on their “Best Places to Work” list overshadowed the S&P 500 from 2009-2015 by as much as 123.3 In customer experience, we consistently look at consumer data to inform our decisions and initiatives. percent more returns over the span of eight years.

2015 48

2015 2009 Financial 2018 48

SuiteCX

OCTOBER 22, 2015

While research has proven that a focus on improving customer experience directly impacts the bottom line, achieving the organizational and cultural change required to become fully customer-centric is not an easy process. It is critical to get all key departments aligned on your customer experience strategy.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey 2015 Customer Centricity 40

Second to None

FEBRUARY 28, 2019

Despite its critical role in a company’s success, businesses often place customer experience on the back burner when it comes to financial investment. The hesitancy towards CX investments stems from the difficulty in directly attributing revenue growth to specific changes in customer experience.

ROI 54

ROI 2007 2018 2019 54

Second to None

JANUARY 22, 2019

Rather than focus on the new tech that could be implemented to improve the Customer Experience, check out the following organizational philosophies written by Randy Pennington for the Huffington Post. Here are three lessons you can learn from TeleSign about the importance of how you think in enhancing the customer experience: 1.

2005 48

2005 Telecommunications 2018 Voice of Customer 48

Second to None

FEBRUARY 28, 2019

Despite its critical role in a company’s success, businesses often place customer experience on the back burner when it comes to financial investment. The hesitancy towards CX investments stems from the difficulty in directly attributing revenue growth to specific changes in customer experience.

ROI 48

ROI 2007 2018 2019 48

Wootric

MAY 12, 2020

That gut ‘voice of customer’ reaction complements all the behavioral tracking. In time, you will want a deeper understanding of your customer journey, and that will lead to asking questions at additional touchpoints using other CX metrics, such as CSAT or Customer Effort Score. Failure is an opportunity.

Net Promoter Score 98

Net Promoter Score NPS Feedback Measurement 98

Second to None

MAY 15, 2018

For example, Volkswagen, which was strategically and patiently nurturing its reputation as an environmentally conscious brand, suffered a heavy blow to its equity after the emissions scandal in 2015. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Measurement 59

Measurement Brands Social Media Voice of Customer 59

Retently

AUGUST 9, 2018

Customers’ desires are usually classified in a hierarchical structure, and each desire or need is assigned a certain level of priority depending on your business’ goals. Voice of Customer also represents your existing and target customers’ opinions regarding your products and services.

Feedback 111

Feedback Insights CEM Net Promoter Score 111

Second to None

FEBRUARY 14, 2018

Companies Will Blend Domestic And International Customer Service. companies have started to move customer service operations back home. 53% had significant onshore operations in 2015, up from 35% in 2010. In the last decade, U.S. The reality is that each one can make sense, depending on your needs.

2018 63

2018 Social Media E Commerce E-support 63

SuiteCX

MARCH 31, 2015

Governance in Customer Journey Mapping March, 2015. ©2015 suitecx – Confidential What are some governance models CX teams are using to manage their journey mapping efforts? Common metrics and training. No common tools or process. Level of maturity.

Customer Journey Mapping 40

Customer Journey Mapping Government Customer Journey CEM 40