Experience Investigators by 360Connext

JUNE 30, 2020

There’s never been a year quite like 2020. Customer experience leaders are adapting to what customers need, as well as what can be reasonably offered. As the second half of 2020 arrives, there are ongoing challenges without apparent solutions. Customer behaviors changed in 2020, too.

2020 143

2020 Events Customer Journey Brands 143

Experience Investigators by 360Connext

JANUARY 28, 2020

Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year. Communicate. Then Communicate Again. Image credit: Forrester. Start Here.

2020 250

2020 Net Promoter Score ROI Metrics 250

Ecrion

JULY 7, 2020

Ecrion, a leader in customer communications management, document automation, and customer journey automation, was named by independent research firm, Aragon, as a “Hot Vendor” in its 2020 Hot Vendors in Workflow and Content Automation (WCA) report. Workflow and Content Automation (WCA) are crucial.

2020 102

2020 Document Customer Journey Communication 102

Experience Investigators by 360Connext

OCTOBER 22, 2019

If you know how critical Customer Experience is to the happiness of your customers and your team (and if you’re reading this, I’m willing to bet you are,) you’re probably already trying to anticipate the next big trends in CX. Customer Experience Still Reigns Supreme. I want to answer that… in a moment.

2020 169

2020 Customer Experience Innovation Brands 169

UJET

JUNE 25, 2021

And, while this unprecedented shift to digital has been embraced in the world of customer service, confidence in the quality of digital-first customer service is lagging behind. In fact, one out of three businesses surveyed in 2020 said they were not confident that the experience they were providing to their customers was “good.”.

Customer Journey 82

Customer Journey Customer Experience Contact Center Omnichannel 82

Kitewheel

JUNE 8, 2021

What happens to the state of the customer journey when a virus disrupts businesses across the world? When people are displaced from their daily routines, brands need to find new ways of communicating with them. All of these changes generated data within Kitewheel’s Customer Journey Hub. Not at all.

2021 83

2021 Customer Journey Multi-Channel 2020 83

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. B2C consumers tend to prefer online channels such as live chat, texting, and social media above traditional communication.

Customer Journey 84

Customer Journey Social Media B2C Omnichannel 84

Ecrion

SEPTEMBER 24, 2020

Communicate Clearly | 5. Communication Times | 10. Your ability to provide stellar customer service builds brand equity and keeps your company valuable. So what can you do to improve customer service? Here are some quality tips that you can use to provide better customer service. Friendly Tone | 2. Chatbots | 7.

Communication 98

Communication Customer Service Customers Customer Journey Mapping 98

Ecrion

MAY 19, 2020

The recent Adobe 2020 Digital Marketing Trends Report has revealed that the #1 most exciting opportunity for companies this year is customer experience. Findings such as these indicate that customer experience is one of the most valuable areas of investment. Then create customer personas. This is not nearly enough.

2020 110

2020 Customer Experience Social Media Omnichannel 110

Totango

FEBRUARY 21, 2020

Flexible subscription and recurring revenue models mean the customer is in control of their service and tech partnerships and reserve the right to move on to a competitor. Customer success and retention have therefore become critical to achieving maximum customer lifetime value. Customer Success will Become Centralized.

2020 83

2020 Customer Success Connections Customer Journey 83

Kustomer

DECEMBER 18, 2020

Built on the premise of excellent customer experience, it’s no surprise that the Kustomer team has been focused on our own customers from the start. Baked into the foundation of our company, our “customer-obsessed” krew is the backbone of our happy clients. I cannot like it more! I like how easy Kustomer is to use.

2020 66

2020 Demo Leadership Customer Service 66

Experience Investigators by 360Connext

NOVEMBER 17, 2020

Customers flying through Sacramento might have seen a handwritten thank you note attached to their luggage when they arrived at their destination last month. — Southwest Airlines (@SouthwestAir) May 6, 2020. One agency I worked with sent anniversary-themed treats to customers for each milestone anniversary as a customer.

Airlines 372

Airlines 2020 Social Media Hotels 372

Ecrion

JULY 15, 2020

In 2020, people expect brand interactions to be focused on their needs. In fact, customers now value personalization more than price, so your company must treat your customers as individuals. Find out how in our infographic covering 9 ways you can personalize customer communications with CCM: Use a Comprehensive CCM solution.

Communication 97

Communication Document Interaction 2020 97

Upstream Works

JANUARY 2, 2020

This series started with digital transformation being the overall driver of change in 2020, and from that we’ll examine some sub-themes over the next few posts. Most technology decisions for contact centers are now built around customer experience – CX – but that’s a broad goal that can take many forms.

Omnichannel 78

Omnichannel 2020 Contact Center Technology 78

Ecrion

FEBRUARY 10, 2020

A few weeks ago, I wrote about Customer Journey Automation. In that post, we explored tools that go beyond just mapping the journey, and focused on customer journey execution. But, what is the value of implementing an automated customer journey? For details, please check that post out. Meet Frank.

Customer Journey 69

Customer Journey Customer Journey Mapping Social Media Communication 69

Oracle

DECEMBER 5, 2019

Omnichannel is set to move front and center as part of customer experience (CX) strategy in 2020. This is all set to change in 2020, as companies move to avoid falling behind competitors in the race to keep pace with changing customer demands. So what exactly will be the drivers of change in 2020?

Omnichannel 74

Omnichannel 2020 E Commerce E-support 74

CX Accelerator

MAY 25, 2022

Before a customer can reach out to get support, there needs to be communication channels in place. Your company will choose which channels to configure for customers to reach out. A customer experience team had to plan it out and set this all up on the back end. You may use some or all of them.

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2005 2012 Social Media Contact Center 316

Ecrion

JANUARY 27, 2020

This concept certainly applies to a centerpiece of customer experience tools: the Customer Journey Map. Before we get to the details of Customer Journey Automation, let’s first take a very quick minute to review Journey Mapping and the tools used in this process. Customer Journey Mapping.

Customer Journey 52

Customer Journey Customer Journey Mapping Insurance Banking 52

Totango

DECEMBER 3, 2020

Across the globe, 2020 has proven to be an incredibly transformative year, with the global pandemic changing how we work and interact with one another on a daily basis. Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry.

2020 64

2020 Customer Success Net Promoter Score Document 64

Russel Lolacher

DECEMBER 30, 2019

The year is 2020, and so should be your vision. No, it’s about being the kind of organization that continually improves leadership, employee engagement and customer service as part of their DNA. Communicate regularly and often. Twenty Ways to Help you Better Serve Customers. Communicate proactively.

2020 58

2020 Connections Leadership Customer Relationship Management 58

Ecrion

MARCH 24, 2021

Why Customer Communicating Is Important | Why Eliminate Weak Communication |. 13 Ways to Improve Customer Communication in Business. As business continues to grow and adapt to the challenges of a post-2020 world, so too does the landscape of how to reach your customers effectively.

Communication 52

Communication Social Media Customers Sales 52

CSM Magazine

JANUARY 21, 2021

The main change we are seeing is the transition to an almost fully-mobile eCommerce environment on the customer side. Consumers are using their mobile phones throughout the day to interact with friends and family via communication apps. We believe that similar types of interactions will start to happen across the customer journey.

Communication 52

Communication E Commerce 2024 E-support 52

Experience Investigators by 360Connext

OCTOBER 13, 2020

“Wow our Customer Satisfaction Rate really went up this week!” Maybe one specific complaint seems to be resolved based on new options that have been presented for the customer. Your customer experience is in constant evolution, even if your products or services aren’t currently evolving.

Customer Journey Mapping 143

Customer Journey Mapping Customer Experience Net Promoter Score Contact Center 143

Kustomer

AUGUST 12, 2020

Kustomer is recognized for its unique approach to modernizing customer experiences in multiple industries as the company experiences unprecedented growth, top ratings, and executive team expansion. Kustomer was also recognized by the 2020 SaaS Awards for Best Customer Service or CRM. Raise Communications.

2020 52

2020 Magazine 2015 Innovation 52

Experience Investigators by 360Connext

NOVEMBER 22, 2022

Customers flying through Sacramento might have seen a handwritten thank you note attached to their luggage when they arrived at their destination last month. — Southwest Airlines (@SouthwestAir) May 6, 2020. One agency I worked with sent anniversary-themed treats to customers for each milestone anniversary as a customer.

Airlines 143

Airlines 2020 Social Media Hotels 143

Experience Investigators by 360Connext

DECEMBER 15, 2020

It’s easy to get caught up in the day-to-day firefighting of customer experience. To put it in more quantitative terms: According to a 2020 report from Forbes Insights and Arm Treasure Data , 83% of 200 CX executives said unimproved customer experience puts their revenue and market share at risk.

Customer Experience 190

Customer Experience 2020 Brands Customer Journey 190

Totango

MAY 5, 2020

These businesses will be well-situated to speak to, lead, and ultimately retain customers through customer retention strategies in B2B like the following: Re-evaluate Current Digital Engagement Strategy Make Use of Key Engagement Metrics Personalize Communication Foster Lasting Relationships.

Customer Retention 62

Customer Retention B2B 2020 Multi-Channel 62

Inbenta

DECEMBER 14, 2021

According to a 2021 report, 50% of customers rank digital communications as a high priority (but only 17% of insurers use them). Let’s take a look at 5 insurance chatbot use cases based on the key stages of a typical customer journey in the insurance industry. Chatbot use cases for policyholders.

Insurance 52

Insurance Customer Journey Document Average Handle Time 52

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. B2C consumers tend to prefer online channels such as live chat, texting, and social media above traditional communication.

Customer Journey 40

Customer Journey White Paper Social Media B2C 40

Call Experts

FEBRUARY 12, 2020

Ensure secure and real-time communication for your customers and their associated support data. . Key 2020 Trends: Cloud Contact Centers. Monitor Your Customer Experience with Real-Time Dashboards. How to Provide Personalized Customer Service. Customer Journey Mapping. More Blogs Menu.

Contact Center 69

Contact Center 2020 Call Center Omnichannel 69

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way.

2020 132

2020 Customer Experience Magazine Consulting 132

Optimove

MAY 18, 2020

” In this blog, I’ll share Optimove’s interpretation of the 2020 Magic Quadrant results and help marketers better understand them. Download a complimentary copy of the full report, Gartner’s Magic Quadrant for Multichannel Marketing Hubs 2020, to learn more.

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2020 Marketing Download Call Center 98

ShepHyken

OCTOBER 19, 2020

What Is Voice of the Customer and What Does it Mean for Customer Experience? CMSWire) Voice of Customer (VoC) programs have been shown to improve the customer journey when brands use VoC metrics to obtain actionable insights, but only when those insights are used to make positive changes to a product, service, or business.

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Article 2020 Customer Service Voice of Customer 78

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . Fast forward to 2020 and Wi-Fi has become the lifeline to our (digital) existence—with almost half of the 7.7 T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. The year was 1909.

2020 80

2020 Customer Success Chief Customer Officer ROI 80

Oracle

DECEMBER 17, 2019

In 2020, customer experience leaders find themselves at a performance crossroad. Designed to deliver greater productivity and efficiency, functional silos increase internal competition and decrease collaboration and communication—often at the expense of customer experience. Tip #1: Define organizational purpose.

2020 52

2020 Leadership Customer Centricity Customer Journey Mapping 52

ShepHyken

JULY 20, 2021

Process mapping (having structured processes and workflows) empowers businesses to identify duplication of effort from customers and employees. In 2020, only companies that modernized and digitally transformed processes continued to deliver seamless customer experiences. “Customers love information.

2020 157

2020 Employee Experience Customer Engagement Engagement 157

ShepHyken

JUNE 22, 2020

This Harvard Business School article recognizes that customers may be “less able and less willing to spend than before,” and answers the question, “How should you re-engage with them?”. Dealing With Tricky Customer Service Situations: 16 Useful Tips by Forbes Communications Council Expert Panel®. Follow on Twitter: @Hyken.

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Article 2020 Customer Service Retail 56