InMoment XI

SEPTEMBER 28, 2022

Customer experience (CX) measurement has become a priority for most large organizations. Systematically gathering and analyzing data from online surveys and other sources such as product reviews, customer complaints, etc., is viewed as an imperative. And for good reason. This is a belief I’m incredibly passionate about.

Customer Journey Mapping 558

Customer Journey Mapping Customer Experience Customer Journey Consulting 558

Oracle

FEBRUARY 5, 2019

In honor of Valentine’s Day this month, I asked some of the most brilliant CX thought leaders about what they LOVE about CX in 2019, and where practitioners should focus their time and attention. What CX Leaders LOVE in 2019. It’s measuring customer experience in tasks, rather than in how the company changes its behavior.

2019 92

2019 Customer Experience Leadership Webinar 92

Eptica

JANUARY 16, 2019

Date: Wednesday, January 16, 2019 Author: Olivier Njamfa - CEO & Co-Founder Why 2019 is all about trust for brands and consumers. Published on: January 16, 2019. Author: Olivier Njamfa - CEO & Co-Founder As we move into 2019, businesses are having to cope with unprecedented uncertainty.

2019 71

2019 Consumers Brands Social Media 71

ShepHyken

JULY 29, 2019

My Comment: We measure sales, customer service, satisfaction, etc. The author defines “Emotional Detection” as measuring an individual’s verbal and non-verbal communication in order to understand their mood or attitude.” The post 5 Top Customer Service Articles for the Week of July 29, 2019 appeared first on Shep Hyken.

Article 120

Article 2019 Customer Service Customer Success 120

Thematic

AUGUST 7, 2019

Calculating the ROI of CX: The Complete Guide 2019 Chapter 1: Introduction – ROI or Die! Measure CX using a metric like NPS and identify its drivers. Measure again and evaluate change in behaviour. The referrals might be more difficult to measure, but there is no way around it. Some companies run a driver analysis.

ROI 123

ROI 2019 NPS Metrics 123

SurveySparrow

JANUARY 5, 2021

They’re not aware of the benefits of employee experience, or they don’t know how to measure the returns on employee experience. However, businesses may find it hard to measure the returns on employee experience. Here’s how you can measure return employee experience to gain long term success. .

Employee Experience 52

Employee Experience Measurement Net Promoter Score Return on Investment 52

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

2019 73

2019 Customer Success 2018 Chief Customer Officer 73

The DiJulius Group

JANUARY 2, 2020

The Best Customer Service Articles from 2019 The results are in, and here are The DiJulius Group subscribers’ favorite articles of 2019 ranked by popularity. The post The Best Customer Service Articles from 2019 appeared first on The DiJulius Group. Want to keep your leadership team motivated about Customer service all year?

2019 58

2019 Article Customer Service Leadership 58

ShepHyken

AUGUST 12, 2019

Calculating the ROI of CX: Complete Guide 2019 [Includes Spreadsheets] by Alyona Medelyan. Drucker (or Deming) said, “You can manage what you don’t measure.” The post 5 Top Customer Service Articles for the Week of August 12, 2019 appeared first on Shep Hyken. Well, that’s a bold (overtly general) statement.

2019 99

2019 Article Customer Service ROI 99

ShepHyken

JANUARY 14, 2019

Ten top tips for building a customer-driven company in 2019 by cp2experience. According to this article, only 42% of companies can accurately measure the lifetime value of a customer. Panviva) Get a jumpstart on your 2019 planning with this collection of CX insights from our top 10 industry experts. Follow on Twitter: @Hyken.

2019 95

2019 Article Customer Journey Mapping Customer Service 95

Oracle

MAY 7, 2019

” In the 2019 Magic Quadrant for Field Service Management, Gartner evaluates 14 vendors. Other providers measure themselves against the Leaders and emulate their strategies and tactics. ” Gartner Magic Quadrant for Field Service Management, Jim Robinson, 16 April 2019. Gartner Leaders Quadrant Description.

2019 75

2019 Management Competitive Advantage Reference 75

Lithium

DECEMBER 28, 2020

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Expanded paid planning measurement. Editor’s note: Part one can be found here. Khoros Communities.

2019 52

2019 Engagement Social Media Roadmap 52

InMoment XI

NOVEMBER 2, 2022

Imagine if you were still operating your business in the same way you were in 2019. Start with a quick win—a straightforward project you can measure the success of. Starting with small, measurable initiatives is a great way to kickstart your CX program. Total nightmare, right? Our recommendation?

ROI 493

ROI Return on Investment Airlines Call Center 493

NetBase

MAY 2, 2019

What netnography in 2019 offers is more than a buyer persona based on demographics and assumptions. The post Using Netnography in 2019 to Engage & Convert appeared first on NetBase. Are your netnography tools up to par? Reach out to learn how AI-boosted Analytics can level up your efforts!

2019 71

2019 Engagement Entertainment Sports 71

Peter Lavers

NOVEMBER 28, 2019

I was recently asked by The Northridge Group to review their 2019 State of Customer Service Experience report. Only 25% of businesses even measure the customer effort required to resolve issues. Only 53% of consumers are able to resolve their issues the first time they contact a company.

2019 52

2019 Download Consumers Measurement 52

Oracle

MARCH 4, 2019

Here are 4 tips for improving the digital customer experience in 2019. ” She continues, “Once you have mapped out what the different user journeys are on your site, user testing is an excellent way of measuring how well your customers are interacting with them.” Identify and audit customer journeys for ease.

2019 110

2019 Customer Experience Feedback Customer Journey 110

ShepHyken

JUNE 10, 2019

CallMiner) In this article, you’ll find expert tips on effective VoC survey design, as well as suggestions for effective questions that dig deeper and provide measurable, actionable insights that can inform your marketing and customer service initiatives. Follow on Twitter: @Hyken.

Article 113

Article 2019 Customer Service Customer Service Training 113

ChurnZero

MAY 10, 2019

Top 10 Customer Success Takeaways from TSW 2019. For those who didn’t get to attend, or for those that attended and want a recap, we compiled a list of our top ten Customer Success takeaways from TSW 2019. Karen (@PVSKC) May 7, 2019. ChurnZero (@churnzero) May 7, 2019. ChurnZero (@churnzero) May 7, 2019.

2019 74

2019 Customer Success Technology Competitive Advantage 74

NetBase

JANUARY 9, 2019

The NetBase Industry Report 2019: Retail explores where some of the biggest names in retail rank, and why – as well as what brands can learn from those at the top, bottom, and everywhere in between. It’s all inside the NetBase Industry Report 2019: Retail. Here’s a sneak peak. Where is the Love? Reach out !

2019 45

2019 Retail Apparel Sports 45

Kitewheel

JANUARY 4, 2019

This transformation has given us a clearer picture of the path customer journeys will take in 2019 and how we can best support the changing landscape. That proved to be true in 2018, and we expect that 2019 will continue this growth. We predict that in 2019: More brands will bring journeys in-house.

Customer Journey 45

Customer Journey 2019 2018 Customers 45

Oracle

OCTOBER 6, 2019

As part of our Burning Questions series , SmarterCX sat down with some of the top CX minds at Oracle’s ModernCX 2019 to discuss what indicators they monitor to understand what their customers are responding to and how satisfied customers are with their experience. To see more coverage from ModernCX 2019, visit smartercx.com/moderncx.

Net Promoter Score 54

Net Promoter Score Measurement Effort Score Average Handle Time 54

NetBase

JULY 11, 2019

Using our powerful Next Generation AI capabilities , we captured the most loved brands across the globe to create the Brand Passion Report 2019: Top Loved Global Brands. This measurement that can range from -100 to 100. Having an accurate measure is important. Measuring Brand Passion.

2019 62

2019 Brands Telecommunications Return on Investment 62

Beyond Philosophy

JANUARY 28, 2019

However, ROI isn’t always about more sales; there are other ways to measure your success in ROI. Measure customer emotions, but in real time with facial recognition. The post Five Ways to Keep Your CX Program Alive and Well in 2019 appeared first on. So, if you are too efficient with AI targeting, proceed with caution.

2019 139

2019 ROI Net Promoter Score Fashion 139

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

2019 49

2019 Customer Success 2018 Chief Customer Officer 49

Talkdesk

MAY 10, 2019

Sheila McGee-Smith of McGee-Smith Analytics and Patrick Russell, Principal, Product Innovation Marketing at Talkdesk, joined together in a recent webinar to discuss the five must-haves for the 2019 call center. The post 5 Must Haves for the 2019 Call Center appeared first on Talkdesk. How Do Metrics Change in an AI World?

Call Center 50

Call Center 2019 Contact Center Average Handle Time 50

NetBase

NOVEMBER 14, 2018

Here’s a social analytics checklist to get you ready for a bold, successful 2019. This is a great habit to establish for 2019. If your tools don’t measure social sentiment, you’re operating at a disadvantage. Taking the time to set yourself up now means you can hit the ground running as 2019 hits.

2019 72

2019 Social Media Net Promoter Score 2018 72

Qualtrics

JUNE 19, 2019

In 2019, it’s imperative that you provide excellent service to your customers. However, even companies that understand the need to provide exemplary experiences have a hard time measuring their service quality. Since it’s a qualitative measurement, rather than a quantitative measurement, it can be challenging to assess.

Measurement 45

Measurement Automotive 2007 Download 45

Gainsight

MAY 23, 2019

In addition to the exciting announcement of the Gainsight Customer Cloud at Pulse 2019 and new offerings that include Gainsight CDP, CX and RO, our product leaders also shared an incredible list of innovations to our existing products. Renewal Center is available in beta now and will be released in the Summer of 2019. Renewal Center.

2019 75

2019 Presentation Insights Engagement 75

Qualtrics

FEBRUARY 11, 2019

Looking into 2019, we expect technology to continue to transform healthcare, but practitioners will be demanding the use of real-time data to make informed decisions and take action. Below are seven patient experience trends we expect to see in 2019. The post 7 patient experience trends for 2019 appeared first on Qualtrics.

2019 52

2019 Healthcare Hospitality Transportation 52

Forrester's Customer Insights

JULY 15, 2019

Modest Gains Amidst Stagnation Give Canadian CX Its Best Year Yet Forrester’s 2019 Canada Customer Experience Index (CX Index™) reveals that the overall quality of the Canadian customer experience rose by 1.2 The report is based on Forrester’s CX Index methodology, which measures how well a brand’s CX strengthens the loyalty of […].

2019 43

2019 Customer Experience Measurement Loyalty 43

NICE inContact

OCTOBER 18, 2019

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. This year, NICE inContact has been named a Magic Quadrant Leader, evaluated with the highest and furthest overall position in both axes of measurement: Ability to Execute and Completeness of Vision.

Contact Center 48

Contact Center 2019 Call Center Omnichannel 48

Daniel Group

DECEMBER 19, 2019

We conduct product delivery surveys for this client, and these surveys are designed to measure customer satisfaction with the product and their sales process. The post Success Strategies | December 2019 appeared first on The Daniel Group. This concept was reinforced to me this week while working on a project for a client.

2019 52

2019 2001 B2B 2015 52

Daniel Group

DECEMBER 19, 2019

We conduct product delivery surveys for this client, and these surveys are designed to measure customer satisfaction with the product and their sales process. The post Success Strategies | December 2019 appeared first on The Daniel Group. This concept was reinforced to me this week while working on a project for a client.

2019 52

2019 2001 B2B 2015 52

Daniel Group

SEPTEMBER 18, 2019

I’ve heard this question a lot from companies who measure customer loyalty using a 1-10 rating scale. A number of popular customer loyalty measurement systems sort customers into loyalty buckets based on their answers to a 1-10 rating question, and an 8 often falls into a middle-of-the-road “meh” bucket. And the survey says… meh.

2019 40

2019 Net Promoter Score NPS Reference 40

ShepHyken

DECEMBER 9, 2019

My Comment: If you have just one customer support person or a huge team, you must have a way to measure success. Here are four extremely important measurements that you can’t afford to miss. If you aren’t measuring these four areas, it’s time to start. Follow on Twitter: @Hyken.

Article 71

Article 2019 Customer Service Airlines 71