Tricia Morris

MARCH 29, 2017

Expectations for customer engagement continue to grow at an exponential rate. According to Microsoft’s 2016 State of Global Customer Service Report which surveyed 5,000 customers across Brazil, Germany, Japan, the United Kingdom and the United States, 72% of customers already.

Customer Engagement 66

Customer Engagement Engagement 2016 Customers 66

ShepHyken

SEPTEMBER 26, 2016

Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. Telecompetitor) Contact center satisfaction has worsened over the last two years despite investments in new customer engagement channels, according to new market research released by BoldChat. Follow on Twitter: @Hyken .

2016 121

2016 Article Customer Journey Mapping Customer Service 121

OpinionLab

JUNE 24, 2016

By using OpinionLab across your various customer engagement posts, you also build a comprehensive overview of customer journeys to make the break through changes talked about at length in New Orleans. The post The three key learnings from CXFS 2016 appeared first on OpinionLab.

2016 79

2016 Competitive Advantage Financial Insurance 79

Experience Investigators by 360Connext

FEBRUARY 23, 2015

But James was quick to point out that there are times when the auto industry has made mistakes by listening too much to customers and not anticipating the next trends in technology or elsewhere. To that end, all GM cars will have in-car wifi by the end of 2016.

Innovation 262

Innovation Consumers Social Media 2016 262

NICE inContact

AUGUST 25, 2016

According to Gartner’s report, Bridge Silos of Customer Engagement, or Risk Killing Your customer Experience , “Customer engagement is frequently delivered in silos, even though this is a known, significant customer experience issue. Register today !

Customer Engagement 48

Customer Engagement Connections Engagement Contact Center 48

OpinionLab

NOVEMBER 1, 2016

As I spoke with customers and analysts, and listened to the keynote presentations, I found emerging commonality across three main themes: 1) Mobile is a mainstay. One Forrester analyst coined the term “landmarks” to describe the critical moments that matter in the customer journey.

2016 60

2016 Innovation Return on Investment Airlines 60

PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. Without further ado, here's number 10: Starting off this list is a post for those who are confused about how to measure customer experience improvement. If you haven't already, we invite you to subscribe to our blog !

2015 61

2015 Blog Customer Experience 2016 61

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals.

2017 61

2017 Customer Engagement Engagement Contact Center 61

Storyminers

JUNE 3, 2022

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience). 2016 Answer.

Customer Experience 59

Customer Experience 2016 2017 Wireless 59

OpinionLab

JUNE 8, 2017

In my last blog , I explained why listening to customers can provide greater customer understanding than merely observing their behavior. Many companies seem to agree as evidenced by the number of Voice of the Customer (VoC) programs that exist and increasing amounts of feedback consumers are being asked for.

Customer Experience 68

Customer Experience 2016 Social Media Feedback 68

Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event.

Omnichannel 40

Omnichannel Connections 2016 Contact Center 40

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals.

2017 40

2017 Customer Engagement Engagement Contact Center 40

Think Customers

MAY 18, 2016

There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. As the company bets on cloud computing, cognitive systems, language processing, and other areas for future growth, it remains unclear if the company can pull its many investments into a coherent offering. 1to1Media.com/weblog.

E Commerce 53

E Commerce 2016 Blog Marketing 53

BirdEye

FEBRUARY 15, 2024

In this blog, we’ll delve into the latest online review trends, insights, and strategies to help you paint a detailed picture of consumer behavior and use it to your advantage. Facebook’s share of online reviews took a steep dive to 1% in 2023, down from 23% in 2016, marking a drastic reduction in its importance as a review platform.

2024 109

2024 Automotive 2023 Healthcare 109

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Published on: January 06, 2016. Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets.

2015 50

2015 Customer Experience 2016 Social Media 50

Think Customers

AUGUST 8, 2016

There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. Saturday was the best day ever for NBC Olympics digital platforms, with 155 million livestreaming minutes (up 263 percent from the comparable day in 2012) and 11.3 million unique users (up 7 percent). . 1to1Media.com/weblog.

2012 56

2012 2016 Blog Customer Engagement 56

PeopleMetrics

DECEMBER 9, 2016

So, here at Interaction Metrics, we asked ourselves: sure companies ask their customers to share, but do companies really care about what their customers have to say? The Interaction Metrics 2016 Customer Listening Study evaluated the customer satisfaction surveys of 51 top US retailers. Poor customer listening.

Retail 64

Retail 2016 Metrics 2017 64

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Published on: January 20, 2016. Author: Robin Tandon Having recently looked back on customer experience in 2015 , what is predicted for the coming year? Will all of these predictions come to pass in 2016? Share this page on: Tweet.

Customer Service 49

Customer Service 2016 2015 E Commerce 49

Think Customers

JANUARY 27, 2016

There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. Similar concerns have been expressed about Nintendo, the iconic game maker. But what does a videogame maker have in common with a social network? The answer is plenty. 1to1Media.com/weblog.

2016 53

2016 Blog Customer Engagement Engagement 53

Beyond Philosophy

FEBRUARY 27, 2017

These new perks revolutionize how all Hilton Honors members can use their Points, senior vice president and global head of customer engagement, loyalty and partnerships Mark Weinstein said in a press release. Imagine if Every Company had a Chief Customer Officer. Happily, Hilton seems to be on the right track.

Rewards Programs 133

Rewards Programs Hotels Travel Chief Customer Officer 133

Think Customers

JANUARY 3, 2016

From virtual reality to the rise of the digital world, the past year saw emerging technologies that will likely help to elevate the customer experience throughout 2016. 1to1 Media covered numerous trends that influenced the customer experience. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

2015 74

2015 Customer Experience 2016 Engagement 74

Joe Rawlinson

MAY 31, 2017

Google Analytics can also help you figure out which buttons your audience is clicking the most, and what customers are searching for. Discovering that current customers are spending more time on your FAQs page than your blog, for example, offers the opportunity to re-focus your content and add more value where it’s needed most.

Customer Retention 98

Customer Retention Fashion Poor Customer Service 2016 98

Avaya

OCTOBER 7, 2016

While these channels provide customers with the information they need, the contact center remains a predominant channel for customers to seek support when they truly need something done. Despite playing such a crucial role in customer engagement, contact centers don’t always get the attention they deserve.

Contact Center 81

Contact Center Customer Experience Omnichannel 2016 81

Comm100

NOVEMBER 29, 2021

All of these pandemic repercussions will continue to reverberate across customer service teams and drive the major trends in the year to come, and likely far beyond. In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence.

2022 94

2022 Customer Service Omnichannel 2021 94

Tricia Morris

FEBRUARY 19, 2016

Only 10% of contact center professionals surveyed for the 2015 Call Center IQ Executive Report on the Omnichannel Contact Center identify their contact centers as omnichannel capable (compared to 68% multichannel and 22% neither) – 25% said achieving omnichannel capabilities will be a priority in 2016.

Customer Service 70

Customer Service 2015 2016 Contact Center 70

Think Customers

DECEMBER 8, 2015

As we race towards 2016 and the U.S. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. labor market continues to gain strength, industry observers are forecasting an upsurge among employees who jump ship from their workplaces. percent or less next year. 1to1Media.com/weblog.

Engagement 75

Engagement 2016 Employee Experience Blog 75

Think Customers

JUNE 28, 2016

1to1 Media's Tom Hoffman recently explored these issues and what the future holds for customer service with Shep Hyken, customer service expert and Chief Amazement Officer at Shepard Presentations, at the Pegaworld 2016 conference in Las Vegas. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Service 56

Customer Service Social Media 2016 Presentation 56

BirdEye

JULY 5, 2023

However, constantly acquiring new customers without investing in strategies to retain them can prove quite harmful to the bottom line. To first time customers turn into loyal customer, it is important to invest in building relationships with them. This blog helps you grow your business with relationship marketing.

Marketing 98

Marketing Social Media Loyalty Programs Customer Retention 98

Kustomer

OCTOBER 28, 2022

With this in mind, brands now realize that customer service is directly tied to their revenue, and are modernizing applications. How Can You Provide Differentiated Customer Service? By ignoring customer service, brands are missing out on market share and revenue. 1) Take a True Omnichannel Approach to Modernize Customer Service.

Customer Engagement 105

Customer Engagement Engagement Omnichannel 2002 105

Avaya

APRIL 3, 2017

The accessibility of devices has led to a preference for human-less customer services, including web commerce applications, chatbots for addressing basic questions like order status, and electronic updates via SMS for transactions like shipping notifications. That customer might even tell their friends about the experience.

Customer Journey Mapping 58

Customer Journey Mapping Customer Journey Contact Center 2016 58

Think Customers

APRIL 5, 2016

Yet customer complaints are at their highest levels since 2001, according to the 2016 Airline Quality Rating report. percent last year, customers were most frustrated with problem flights, including cancellations and delays. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Airlines 56

Airlines 2001 2014 2015 56

Storyminers

JANUARY 12, 2017

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience). 2016 Answer.

Customer Experience 68

Customer Experience 2017 2016 Wireless 68

Eptica

JULY 29, 2016

Date: Friday, July 29, 2016 The importance of the Knowledge Manager to customer service success. Published on: July 29, 2016. Ensuring that knowledge powers your customer service isn’t just about technology – and certainly doesn’t stop when your knowledge base goes live. Share this page on: Tweet.

Customer Service 50

Customer Service Management Contact Center 2016 50

Comm100

NOVEMBER 29, 2021

All of these pandemic repercussions will continue to reverberate across customer service teams and drive the major trends in the year to come, and likely far beyond. In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence.

2022 69

2022 Customer Service Omnichannel 2021 69

Think Customers

JANUARY 21, 2016

Here are highlights of the trends that advertisers and marketers are focusing on to deliver better consumer experiences in 2016. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

2015 53

2015 Advertising 2016 Consumers 53

Beyond Philosophy

MAY 15, 2017

With malls looking at the writing on the wall, businesses are now focused at effective customer engagement strategies. For companies that are still not seeing the big picture, the 2016 Nielson Report, Global Connected Commerce , could help. The transition to digital shopping is inevitable.

Social Media 133

Social Media E-support E Commerce 2016 133

Storyminers

JANUARY 12, 2017

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience). 2016 Answer.

Customer Experience 55

Customer Experience 2017 2016 Wireless 55