ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. Consistent innovation is the greatest invention for all generations.”. Shep Hyken.

Government 88

Government Technology Blog 2017 88

Avaya

OCTOBER 2, 2017

One thing you can be sure of about Avaya at GITEX 2017 Technology Week: We will stand out from the crowd. We’ve been attending this Dubai-based mega-event since 2005 and every year we design our show presence from scratch, to provide fresh and unique info to our customers and partners who invest time in visiting us.

2017 43

2017 Technology 2005 Telecommunications 43

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. We’ve updated it for 2017. 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).

Customer Experience 59

Customer Experience 2016 2017 Wireless 59

Avaya

MAY 16, 2019

Customers transfer funds, pay bills, apply for loans and manage investments through the app. We want to offer the most innovative and convenient customer experience,” says Becky Yang, Head of Customer Service at O-Bank. 80% of its customers are under the age of 40. 80% of its customers are under the age of 40.

Banking 59

Banking Contact Center 2017 Financial 59

Avaya

MAY 31, 2017

Consider the customer engagement or contact center industry as it’s commonly known. For the contact center industry, it’s doubly impactful because not only do contact center companies need to transform themselves, they need to be innovating to enable all their customers and partners to transform as well.

Contact Center 81

Contact Center 2017 Omnichannel Communication 81

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. We’ve updated it for 2017. 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).

Customer Experience 68

Customer Experience 2017 2016 Wireless 68

Avaya

OCTOBER 31, 2016

In a 2011 webinar, Gartner Research Vice President Laura McLellan boldly said that by 2017, the CMO would spend more on IT than the CIO. Now that we’re just shy of 2017 (how time flies!) That’s a lot of data, and it all drives the customer communications experience that the CMO is responsible for. 2017, we’re ready for you.

Technology 74

Technology Marketing 2017 Social Media 74

Amity

FEBRUARY 27, 2017

To continue the CSoT (Customer Success of Things) blog series and as we onboard 2017 with new resolutions to transform our habits, let’s keep in mind our digital transformation context and take a Darwinian look at the role of customer success to facilitate this exciting evolution.

Customer Success 59

Customer Success 2017 Innovation Technology 59

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. We’ve updated it for 2017. 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).

Customer Experience 55

Customer Experience 2017 2016 Wireless 55

CustomerSuccessBox

DECEMBER 6, 2021

Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding. In this blog, we bring you to a few of those Customer Success leaders, our very own mentors, and popularly known influencers. Lincoln Murphy.

2022 52

2022 Customer Success 2021 Consulting 52

ClientSuccess

AUGUST 30, 2018

As a customer success leader with over 30 years of experience in the technology industry, Carine brought her story of dedication, personalization, and resiliency to the CS100 Summit stage and discussed how an organization-wide culture of customer-focused success is key for innovative companies to thrive in today’s marketplace.

Presentation 40

Presentation Leadership Customer Success 2017 40

Michelli Experience

MARCH 21, 2017

McDonald’s has innovated automated service efficiencies and revolutionized drive-thru purchasing. Starbucks, on the other hand, is an experience brand that drives emotionally engaging experiences on top of a foundation of operational excellence. Please see my blog title Are You Up for the Human/Tech Challenge?)

2017 81

2017 Financial Books Consulting 81

Avaya

NOVEMBER 2, 2017

Enterprises understand the need, as reflected in Nemertes Research 2017-18 Digital Transformation Study , where they found that 75% of enterprises have or are planning a digital transformation strategy. Digital transformation—DX—is directly tied to the current huge focus on improving customer experiences.

Customer Experience 57

Customer Experience Contact Center Sports Social Media 57

Avaya

APRIL 27, 2017

But this May 22-25, when you arrive in Orlando for the 2017 ICMI Contact Center Expo and Conference , we think you’ll be heading for what we like to call the second happiest place on earth. Each year, contact center executives gather for a few days of education on the latest innovations designed to ensure customers have a great experience.

Contact Center 54

Contact Center Demo Omnichannel Multi-Channel 54

Tricia Morris

MAY 31, 2016

Pombriant believes that loyalty is built on meeting customers in their moments of truth. Pombriant notes that McKinsey recommends automation, proactive personalization, contextual interaction and journey innovation as four key pillars to achieve customer loyalty.“ Knowledge is a two-way street in customer engagement.

Customer Experience 55

Customer Experience 2016 Contact Center Loyalty 55

Lumoa

OCTOBER 31, 2018

Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. Much of the improvement has been driven by advancements in product innovation and digital technology. Customers want you to know them. Bell, Customer Loyalty Keynote Speaker, Trainer, Author.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Avaya

MARCH 28, 2017

I recently attended Jeff Pulver’s 2017 MoNage conference to get the latest views on chatbot usage and expectations for serving customers. The customer’s answer of “What is my account balance?” With chat, recent AI innovations interpret your sentence and provide a response that is best matched to the context of your question.

Contact Center 62

Contact Center 2017 Customers Customer Satisfaction 62

Natalie Petouhof

SEPTEMBER 12, 2018

Do you need to hire a team of AI and UX specialists to get benefits in customer service? Or can you deploy the AI quickly and get back to focusing your efforts on delivering amazing agent/customer engagement? So, consider where the data in customer service resides. The customer record data lives inside the CRM platform.

Customer Service 89

Customer Service E Commerce Average Handle Time Metrics 89

Avaya

JUNE 28, 2017

“We are excited to embrace bots, AI and even IoT, especially if these technologies can improve our customer and agent experiences.”. These are just a few of the challenges heard around the expo floor and in the Avaya Innovation Lounge here at Call Center Week this week. appeared first on Avaya Connected Blog. Speed is key.

Contact Center 49

Contact Center Call Center Innovation Technology 49

WorkOutLoud

JANUARY 23, 2018

Article Summary: There is a strong correlation between Customer Retention and a positive Customer Experience, and an even more direct correlation between Customer Churn and a negative experience. Don’t worry, it’s not all bad: 86% of consumers are willing to pay up to 25% more for a better customer experience.

Customer Experience 40

Customer Experience Social Media Multi-Channel Net Promoter Score 40

SaleMove

DECEMBER 17, 2018

By 2021, 15% of all customer service interactions will be completely handled by AI,” says Olive Huang, a VP at Gartner. That number might seem low, but it represents a 400% % increase from 2017. The post Meet The Customer Service Rep Of The Year—in 2028 appeared first on SaleMove Blog.

2028 45

2028 Customer Service Call Center Social Media 45

Avaya

MARCH 1, 2017

For 2017, we’re digitizing the sports experience by going ticketless! As we launch into year three, we resolve to continue creating innovative experiences with our mobile-first fan engagement technology, services, and solutions for your game day. Avaya exhibits trust, innovation, and strength. Going 100% Ticketless.

Sports 49

Sports Social Media 2017 Engagement 49

SaleMove

DECEMBER 17, 2018

By 2021, 15% of all customer service interactions will be completely handled by AI,” says Olive Huang, a VP at Gartner. That number might seem low, but it represents a 400% % increase from 2017. The post Meet The Customer Service Rep Of The Year—in 2028 appeared first on Glia Blog.

2028 40

2028 Customer Service Call Center Social Media 40

ProProfs Chat

JANUARY 7, 2022

Products whose value proposition satisfies the needs of a market and its potential customers are likely to experience success. This blog will guide you about everything you should know about product-market fit. Hence, the companies brought innovation in the cab rental industry, and have been successful in building their brands.

Net Promoter Score 52

Net Promoter Score Marketing NPS Measurement 52

CSM Practice

JULY 6, 2020

SaaS businesses that thrive during this period not only retain their customers but also sell more of their services to them. For these companies, any revenue lost to churn is recovered through the expansion of the customer. We covered how to make renewals in another blog. The New SaaS Sales Environment during COVID-19.

Sales 71

Sales Customer Success Connections Customer Base 71

CXApp

DECEMBER 5, 2017

Voice assistant devices like Amazon Echo (Alexa), Siri, Google Assistant (Google Home), and Microsoft’s Cortana are revolutionizing both customer engagements and product interactions. According to Forbes.com, 11 million Amazon Echo’s were sold last year and the company can expect sales to double by the end of 2017.

Customer Experience 40

Customer Experience Multi-Channel Wireless Entertainment 40

Qualtrics

JUNE 6, 2019

Donald Miller – Miller is the CEO at StoryBrand and he helps companies clarify their message so customers engage through online courses and in-person workshops. She was named top 25 Most Influential CMOs in the World by Forbes in 2017 and 2018. He was named to Forbes Most Influential CMO’s in 2017.

Brands 33

Brands Leadership Books 2018 33

CSM Practice

JULY 6, 2020

SaaS businesses that thrive during this period not only retain their customers but also sell more of their services to them. For these companies, any revenue lost to churn is recovered through the expansion of the customer. We covered how to make renewals in another blog. The New SaaS Sales Environment during COVID-19.

Customer Success 71

Customer Success Sales Connections Customer Base 71

Smith+co CX

JANUARY 30, 2018

“The purposeful, intentional and consistent implementation of customer experience is the staple diet for market leading brands.”. According to Forrester’s 2017 CX Index , customer experience quality has plateaued or declined for most industries and companies.

2002 28

2002 2018 2017 2011 28

Comm100

DECEMBER 1, 2017

This is why 34% of organizations have recognized the importance of improving their voice of the customer strategy: They want to be sure that the customer experiences that they are designing (and the investments that they are making) are what their customers are actually asking for. Customer Journey Mapping Is Gaining Importance.

Contact Center 42

Contact Center 2018 Customer Centricity Social Media 42

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. Adrian Swinscoe. Barry Dalton.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

SmartKarrot

JANUARY 5, 2021

Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. His brainchild, Sixteen Ventures , is his medium of sharing his expertise and ideas to help businesses obtain sales acceleration and augmented customer engagement. James Scott. Julie Hogan.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21

GetFeedback

JULY 24, 2018

For better or worse, each one of these micro-experiences impacts the outcome of that customer relationship. To be really successful on a long-term basis, customer experience needs to be seen as all these things, and more. Where does customer experience begin and end? Harvard Business Review.

Customer Experience 277

Customer Experience Touchpoint Customer Journey Mapping Definition 277

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. Adrian Swinscoe. Barry Dalton.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Avaya

JUNE 27, 2017

That’s exactly why HITEC 2017 exists. In addition to educating on the future of the guest experience, we’re showing attendees exactly how they can begin reimagining CX possibilities—creating innovative new business outcomes and identifying unique revenue streams—with the right technology strategy.

2017 53

2017 Hospitality Guest Experience Hotels 53

ClearAction

OCTOBER 1, 2018

A loud warning siren can be heard in study after study showing customers’ and managers’ perceptions to be static over time and lower than desired overall. For example, the 2017 and 2018 Forrester Customer Experience Index TM reveals no companies exceeding 72 on a 100-point scale and very little change in any industry.

Customer Experience 63

Customer Experience 2017 ROI 2018 63