Win the Customer

SEPTEMBER 12, 2023

Even long-established businesses can embrace change and revolutionize their customer interactions. In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience. Embracing Technology: A Gateway to Innovation 1.

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Innovation Customer Experience Loyalty Programs Customer Centricity 59

Experience Investigators by 360Connext

DECEMBER 3, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

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Innovation Customer Service 2014 Social Media 232

ShepHyken

NOVEMBER 17, 2017

This week we feature an article by Megan Wenzl about the importance of online reviews to your business and customer engagement. Customer engagement is the communication with customers through a variety of channels to create emotional connections that foster customer loyalty. Reviews Help Customers Find You.

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Customer Engagement Blog Engagement Hotels 81

Optimove

MAY 20, 2024

Brands do not have direct access to their end-user customer data. Jabra, an audio equipment manufacturer, uses an innovative approach to post-purchase journeys that demonstrates the bridge to close this manufacturer-to-end-user data gap.

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Customer Engagement Engagement Net Promoter Score Download 52

Totango

APRIL 6, 2023

Automation to scale and deepen customer engagement Video Business Reviews (VBRs) Creating personalized campaign content for the “tech touch” segment of your customer base is difficult because it’s so time consuming. VBRs provide account-specific data with real-time metrics that increase customer engagement and retention.

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Innovation 2023 Customer Success Sales 86

Think Customers

MAY 6, 2015

The marketing and customer engagement landscape is getting more crowded and enterprise firms increasingly find themselves competing with nimble startups that offer innovative solutions. As a result, enterprise companies are turning to innovation labs for a competitive edge. 1to1Media.com/weblog.

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Innovation Customer Engagement Engagement Blog 80

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. broadcast still rocks!

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2016 Innovation Marketing Insights 267

Upstream Works

JANUARY 16, 2020

This is the last in a series of blog posts examining key contact center trends for 2020, and the first three lead up to this broader theme of innovation driven by Artificial Intelligence (AI). The post How AI Drives Innovation for a Better CX appeared first on Upstream Works. 24/7 Self-service.

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Innovation Contact Center Customer Journey Mapping 2020 78

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. Customer experience has not been left behind.

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Technology Blog Customer Experience Social Media 133

Totango

AUGUST 21, 2020

In our latest installment in the CXO Series , we sat down with Keith Strodtman, COO, Customer First and Shelby Czarnota, Vice President, Customer Success Business Solutions at SAP as we discussed SAP’s Transformation and Innovation in Customer Success and why they deployed Totango as their One Customer Success Platform.

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Experience Investigators by 360Connext

AUGUST 18, 2016

The post Mobile Innovation Is Not About Your Phone! appeared first on Customer Experience Consulting. While “Mobile First” has been the mantra for at least the last few years for most smart companies, it’s really only taking off now. And now it’s almost too late.

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TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

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NICE inContact

JULY 23, 2019

Three weeks to a future-proof customer engagement hub? Discover how in our webinar, A Customer Engagement Hub in Less than Three Weeks. . The combined solution took Aetna’s growth trajectory to new heights, cultivating the ideal customer experience stream the webinar now. .

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Experience Investigators by 360Connext

MARCH 31, 2015

As some of you who follow this blog may know, I took the CXI® magnifying glass with me to South By Southwest Interactive this month to scout for customer-focused themes within the latest tech trends. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

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Technology Customer Experience Social Media 2015 265

eGain Blogs

MAY 10, 2017

We are pleased to inform you that eGain just debuted in the Gartner CRM Customer Engagement Center Magic Quadrant (CEC MQ) for 2017, appearing as a “Niche Player”. We have been a perennial leader in the web customer service MQ. Web customer service is a subset of digital engagement, eGain’s area of focus for over 15 years.

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2017 Customer Engagement Engagement B2C 64

Experience Investigators by 360Connext

MARCH 18, 2015

I’ve noticed a lot of blogs and articles and general gripes lately about why SXSW Interactive has jumped the shark. We read blogs, follow influencers, attend networking events, yes. Post by 360Connext – Customer Experience Investigation. This was my sixth visit to SXSW. It has changed dramatically in those six years.

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Interaction 2015 Innovation Fashion 275

Bizagi

MARCH 26, 2020

But toeing the line can make it difficult to think outside the box and be innovative. Over a third of business leaders report tension between innovation and compliance in their organization, according to Bizagi’s global research. Innovation and compliance: friends, not foes. Innovate with compliance.

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Innovation Government Insurance Document 52

Think Customers

JUNE 15, 2015

The IKEA brand epitomizes innovation. But IKEA and other innovators can't stop with their one lightening idea. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. They must continuously evolve. 1to1Media.com/weblog.

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Innovation Retail Blog Consumers 74

Experience Investigators by 360Connext

APRIL 21, 2015

Keep a tally of how many times the product is mentioned compared to the customer, in any meeting. Be aware of how often product innovation is discussed as its own end goal, without mentioning how it meets the needs of customers. In the next few weeks at your organization, see if you can identify some themes.

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B2B B2C Social Media Innovation 285

Experience Investigators by 360Connext

DECEMBER 5, 2014

The most exciting companies change the game by innovating around their customer experience. We also highlight the best and the worst in customer experience examples in the Customer Hero/Customer Zero segment. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

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Social Media Consulting Leadership Innovation 244

Education Services Group

MAY 16, 2022

But maybe not by much if I can speak for those who have been working for many years in the complicated environments of multi-modal, multi-channel, and multi-layered customer engagements in the enterprise world. The post Peter’s Perspective: Partners in the World of Customer Engagement appeared first on ESG.

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Customer Engagement Engagement Multi-Channel Customer Success 52

Experience Investigators by 360Connext

APRIL 23, 2015

One innovation is using API partnerships to provide even more information to the travelers at the time it’s most relevant to them. How can you really listen to your customers, use the feedback and innovate to make a more meaningful experience for them? Image credit: oddsock via Creative Commons license.

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Social Media Travel Rewards Programs Innovation 218

Avaya

JUNE 26, 2017

Innovation: perhaps no other word has been so stressed over the last decade as the pressure mounts for brands to evolve, adapt and grow. Today, innovation is not just an opportunity, it’s a necessity. Consider that only 10% claim to innovate , and only 5% feel they’ve mastered digital to a point of competitive differentiation.

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Call Center 2017 Innovation Contact Center 47

Experience Investigators by 360Connext

FEBRUARY 16, 2015

Marketers need to position products and the behavior around them for consumers who don’t necessarily know they are ready for the next innovation. MakerBot, a leader in 3D Printer technology, announced a variety of exciting innovations at CES. They should care that it is an easy experience for them.

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Marketing Innovation Transportation Demo 250

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. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

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Government Technology Blog 2017 90

Experience Investigators by 360Connext

NOVEMBER 6, 2014

Why would companies who once touted online as the only way are moving into a more traditional model for customers? Customers today want to shop how they want. Here are 5 ways these online to offline innovators are offering the next wave of the omnichannel experience. Customers want convenience. Convenience is king.

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Omnichannel Retail Social Media Culture 258

eGain Blogs

MAY 10, 2017

We are pleased to inform you that eGain just debuted in the Gartner CRM Customer Engagement Center Magic Quadrant (CEC MQ) for 2017, appearing as a “Niche Player”. We have been a perennial leader in the web customer service MQ. Web customer service is a subset of digital engagement, eGain’s area of focus for over 15 years.

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2017 Customer Engagement Engagement B2C 40

Experience Investigators by 360Connext

MARCH 24, 2015

Michael Perman , Dean of Innovation from Gap, Inc. discussed how challenging it is to think of innovation in positive terms. Thinking about innovation in these terms is limiting. Gina Bhalwalkar , User Experience & Accessibility at Scottrade, led a workshop on Future State Customer Journey Mapping.

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Insights Customer Experience Customer Journey Mapping 2015 236

Experience Investigators by 360Connext

MARCH 12, 2015

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. appeared first on Customer Experience Consulting.

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2015 Customer Experience Fashion Social Media 215

Avaya

SEPTEMBER 2, 2016

Here in the Middle East, the biggest event that brings together technology vendors, partners, and their all-important customers is GITEX Technology Week, happening in October in Dubai. The post Building Innovation on Customer Feedback appeared first on Avaya Connected Blog. We listened and built the solution for that.

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Totango

FEBRUARY 25, 2022

We wrapped up 2021 with a few game changing innovations and are excited to get on the road again with another exciting year of new features. . If you’re not already a Totango customer, get started for free and try our customer success innovations for yourself. Have you seen what Totango is working on?

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Roadmap 2022 2021 Innovation 95

Bizagi

SEPTEMBER 28, 2018

But toeing the line can make it difficult to think outside the box and be innovative. Over a third of business leaders report tension between innovation vs compliance in their organization, according to Bizagi’s recent global research. Innovation and compliance: friends, not foes. Innovate with compliance.

Innovation 48

Innovation Government Insurance Document 48

SuiteCX

AUGUST 18, 2017

In order to improve customer engagement, the organization needs to understand the customer needs and work together as a team to support the changes necessary to deliver new solutions. The customer’s expectations have risen to learning what to focus on and how to invest your resources is critical to success.

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Culture Customer Engagement Engagement Innovation 45

Experience Investigators by 360Connext

APRIL 16, 2015

We’ve come to accept the incredible pace of innovation. But have you thought of how it’s impacting your customer’s expectations ? With the widespread acceptance of apps like Uber and Tinder , customers are demanding more personalized, instantaneous experiences. The world is changing, and fast.

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Customer Expectations Retail User Experience Social Media 282

Think Customers

DECEMBER 8, 2014

Disruption in business involves having the ability to sense changes occurring in technology, customer behaviors, and product demands and being able to evolve quickly and implement plans outside the norm for long-term survival. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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2015 Innovation Customer Engagement Blog 81

SuiteCX

AUGUST 18, 2017

In order to improve customer engagement, the organization needs to understand the customer needs and work together as a team to support the changes necessary to deliver new solutions. The customer’s expectations have risen to learning what to focus on and how to invest your resources is critical to success.

Culture 40

Culture Customer Engagement Engagement Innovation 40

Totango

JULY 22, 2022

When facing a struggling economy, it’s more important than ever to keep your customers engaged and reminded of why your products and services are critical to their success. We are constantly adding innovative new apps to our Customer Journey Marketplace , including our newest Engage Customers SuccessBLOC.

Communication 101

Communication NPS Metrics Engagement 101