InMoment XI

JULY 11, 2023

Well, by thoroughly analyzing historical data, predictive analytics software can predict future customer needs and behavior, forging a proactive customer experience (CX) strategy. Let’s delve into how this transformative power reshapes the landscape of customer experience. “What is predictive analytics,” you may ask.

Customer Satisfaction 200

Customer Satisfaction Loyalty Roadmap Healthcare 200

Gainsight

OCTOBER 4, 2023

Enter Horizon AI. What’s Horizon AI? Horizon AI is Gainsight’s integrated artificial intelligence. Let’s dig into the history of how Horizon AI came to be, what problems it currently solves, and the new features we’re introducing to help Customer Success Managers (CSMs) work more efficiently and effectively.

Net Promoter Score 52

Net Promoter Score Marketing 2023 2021 52

BlueOcean

NOVEMBER 29, 2023

At Blue Ocean, we have long held the position that the customer experience and the employee experience are inextricably linked. As technology evolves and the customer care function becomes ever more sophisticated, these twin concepts have now become part of a larger notion: Total Experience (TX).

Contact Center 156

Contact Center Multi-Channel Customer Care Touchpoint 156

ClearAction

AUGUST 19, 2020

Customer Experience Indexes: Modern Thinking Lynn Hunsaker. Why are customer experience indexes powerful? There are many types of customer experience indexes, and they each communicate something specific, based on certain assumptions, with greatest usefulness to one or more groups in your company. One size does not fit all.

Customer Experience 174

Customer Experience Fashion Communication Customers 174

Beyond Philosophy

JANUARY 7, 2023

Every so often, I get a chance to chit-chat with colleagues of mine about the future of customer experience. This time, my colleagues were pioneers in customer experience, Lou Carbone ( Experience Engineering.com) author of Clued In , and Joe Pine (StratgicHorizons.com) , author of The Experience Economy. How can we help?

2023 88

2023 2010 2019 Customer Satisfaction 88

BirdEye

OCTOBER 18, 2023

In this article, we’ll dive into key insights from Microsoft, Google, and other experts who are at the forefront of AI and digital customer experience. Below, we’ll explore some key predictions on how AI will impact businesses and enhance customer experiences. Get started for free WATCH DEMO 1.

Insights 111

Insights Customer Expectations Consumers Feedback 111

Gainsight

MAY 14, 2020

We are extremely excited to have announced the Gainsight Horizon Experience at Pulse Everywhere. Our goal is to deliver a product experience that is simple, intuitive, and beautiful, without sacrificing any of the power you need and expect from Gainsight. After experimenting with several solutions, we decided to.

Measurement 64

Measurement 2020 Feedback 2017 64

Team Support

APRIL 23, 2024

Tailoring Customer Experiences with Automation TeamSupport Automation elevates customer interactions by enabling personalized communication at scale. No longer besieged by the mundane, your support team can now channel their expertise where it truly matters – in crafting memorable customer experiences and driving innovation.

Customer Satisfaction 40

Customer Satisfaction Innovation Customer Expectations Customer Relationships 40

CSM Magazine

JUNE 29, 2022

With buyer satisfaction levels plummeting to a 17-year low, and less than 35% of consumers completely satisfied with their brand relationship, there is huge stakes resting on your ability to provide satisfying experiences. This begs the question – does your brand have the insights and strategies needed to buck this trend?

Webinar 52

Webinar Hotels Rewards Programs Banking 52

Experience Investigators by 360Connext

OCTOBER 2, 2018

The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title. Decide what type of leader you want to be!

Customer Experience 225

Customer Experience Culture Leadership Consulting 225

Experience Investigators by 360Connext

AUGUST 17, 2021

Cross-functional leadership is a key factor in leading any customer experience program. Keep your Customer Experience Mission Statement top-of-mind by including this statement as part of the template for the meeting agenda. . If you don’t have a set Customer Experience Mission, don’t worry! Start with a story.

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

Beyond Philosophy

AUGUST 12, 2023

Wasting someone’s time is also a waste of an opportunity to deliver an excellent customer experience. Would you want to be anxious to return to an experience that wasted yours? Time progression is a critical area that key opinion leaders in the experience economy are exploring these days. Not bloody likely, I say.

Healthcare 60

Healthcare Call Center Customers Loyalty 60

ShepHyken

JANUARY 21, 2020

Excellent Service in an Experience Economy. How to Create an Experience That Wins Customers. They discuss the new edition of The Experience Economy: Competing for Customer Time, Attention, and Money , which Jim co-authored with Joseph Pine. Service and experience are two different but related things.

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Reference Books Events Interaction 135

Horizon CX

APRIL 1, 2024

Organizational Growth Through CX Maturity Introduction In today’s competitive landscape, delivering exceptional customer experiences isn’t just a goal; it’s a necessity for sustained success. What is Customer Experience Maturity? Employee engagement: Employees are empowered to deliver a positive customer experience.

Customer Journey Mapping 52

Customer Journey Mapping Touchpoint Customer Centricity Customer Journey 52

CX University

JUNE 6, 2023

Institutions swiftly adapted their programs to virtual platforms, enhancing the online learning experience. As a result, the quality of online programs has improved significantly, ensuring that busy professionals receive a comparable educational experience to that of traditional in-person programs.

Engagement 52

Engagement Customer Experience Article Connections 52

Horizon CX

NOVEMBER 9, 2023

The Frontline Struggle: Unraveling the Challenges of Business-to-Consumer Customer Experiences In the bustling world of business, where transactions occur and relationships are built, the frontline plays a pivotal role in shaping customer experiences. A Call for Change One solution to this dilemma is a radical shift in perspective.

Leadership 52

Leadership 2023 Loyalty Customer Centricity 52

InMoment XI

MARCH 22, 2013

I've written in the past about some of the big challenges facing the customer experience (CX) discipline, such as a lack of real understanding among executives and a confusing tech market. Now there's a more insidious threat on the horizon: tunnel vision.

Customer Experience 200

Customer Experience Document Customers Marketing 200

InMoment XI

MARCH 22, 2013

I've written in the past about some of the big challenges facing the customer experience (CX) discipline, such as a lack of real understanding among executives and a confusing tech market. Now there's a more insidious threat on the horizon: tunnel vision.

Customer Experience 200

Customer Experience Document Customers Marketing 200

InMoment XI

MARCH 22, 2013

I've written in the past about some of the big challenges facing the customer experience (CX) discipline, such as a lack of real understanding among executives and a confusing tech market. Now there's a more insidious threat on the horizon: tunnel vision.

Customer Experience 200

Customer Experience Document Customers Marketing 200

Gainsight

APRIL 8, 2021

With the recent release of Gainsight’s Horizon Analytics, my team and I started using the beta version’s tools and functions as soon as they were available. Horizon Analytics is entirely built on our Gainsight Horizon Experience. In Horizon Analytics, there are two stand-out benefits. Analytics – Simplified.

Management 52

Management User Experience Metrics Document 52

ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. Mission-Driven Customer Experiences (CX): A Guide by Nate Brown. Officium) There is another disruptive evolution on the horizon. 5 Step Plan to Create the Perfect Guest Experience by Patrick Landman. Their core beliefs.

2021 154

2021 Article Customer Service Guest Experience 154

Beyond Philosophy

JANUARY 17, 2020

At the end of 2019, global research firm Forrester predicted that 1 in 4 Customer Experience jobs will be cut in 2020. We believe that this reality has been on the horizon for some time now. One of the most significant is a misconception about what Customer Experience is and how it affects the bottom line.

2020 120

2020 Return on Investment Consulting 2019 120

Gainsight

AUGUST 18, 2022

Gainsight also revealed exciting new features powered by Horizon AI. Scorecard Optimizer: Scorecard Optimizer, which is also powered by Horizon AI, enables companies to more easily and effectively manage their health score model. As Sweiry put it, “We want to give the same user experience to admins as the end users.”

E-support 52

E-support Document Demo Leadership 52

Gainsight

MAY 21, 2020

At Pulse Everywhere, we launched the all-new Gainsight Horizon Experience—Gainsight’s new User Experience powered by a simple, intuitive, and beautiful design system and a set of UI components to serve as the building blocks. How can we make our experience more delightful so that users rave about their experience?

Effort Score 52

Effort Score User Experience Demo NPS 52

Gainsight

OCTOBER 15, 2020

We wanted to recognize and celebrate our customers leveraging Gainsight PX to change the game of product experience for their company, customers, and teammates. The big unveiling of the day was to reveal Horizon Experience 4U and Gainsight PX, Roadmap Reflections. The post Pulse for Product Day 2: Winners, Horizon, and More PX!

Social Media 52

Social Media Roadmap NPS Customer Retention 52

Gainsight

MAY 17, 2023

Customers are navigating a disjointed web of communications and digital experiences. Digital Customer Success empowers us to reinvent our organizations around the customer, by reaching every user and giving them the guidance they need and the experience they deserve consistently. It’s a problem of people, strategy, and process.”

2023 52

2023 Customer Success Webinar 2022 52

SurveyGizmo

JANUARY 4, 2023

People call it customer experience (CX), employee experience (EX), voice of the customer (VoC), feedback management (EFM), survey software (SS), or experience management (XM). With Apptentive, we extend the platform to engage customers and employees where they show up; in the mobile applications and experiences that they love.

Feedback 52

Feedback Employee Experience Engagement Innovation 52

Gainsight

MAY 13, 2020

And this year we are delighted to introduce a third pillar, one that both stands on its own, but also powers the other two pillars of vision and customer feedback: that pillar is product experience. . Unveiling the Gainsight Horizon Experience is the key representation of this new pillar of product strategy for Gainsight. .

Reference 59

Reference Innovation Roadmap Customer Journey 59

Horizon CX

SEPTEMBER 1, 2023

Is Customer Experience No More than a Checklist Exercise Based on Assumptions? For Some, Customer Experience IS no more than a checklist exercise based on assumptions! Now, I know what you’re thinking and saying to yourself, “This certainly isn’t the case within my organization.”

Customer Centricity 98

Customer Centricity Presentation NPS 2023 98

Confirmit

MAY 29, 2018

What are the Confirmit Horizons APIs? Confirmit APIs are part of Confirmit Horizons, the world’s most advanced solution for Customer Experience, Market Research and Employee Engagement programs. Why Confirmit APIs? This is achieved by packaging the data in.

White Paper 51

White Paper Customer Relationship Management Document Download 51

CSM Magazine

AUGUST 8, 2023

For a brand or individual, it means creating videos that resonate with the audience, showcase real-life experiences, or give a behind-the-scenes peek. Collaborate with Influencers Expand your horizon. In doing so, you can foster a bond of trust and likability with your followers.

Customer Satisfaction 52

Customer Satisfaction Advertising Entertainment Social Media 52

Horizon CX

FEBRUARY 7, 2024

Balancing High-Tech Solutions with Human Touch: Ensuring Customer Experience Remains Personal Introduction In today’s fast-paced digital age, the allure of high-tech solutions and artificial intelligence can be irresistible for businesses seeking efficiency and cost-effectiveness.

2024 52

2024 Loyalty Customer Service Representative Interaction 52

Gainsight

NOVEMBER 16, 2023

Throughout the journey of the event, attendees learned about emerging technologies that drive Customer Success (CS), from Customer Education to Community , Product Experience , and more. And how to discover new horizons in our work, as the landscape of our industry changes. We learned a lot more than that, too.

2023 52

2023 Touchpoint Customer Success Technology 52

West Monroe

APRIL 23, 2024

As we dug into their operations, we found that 49% of tasks performed by pharmacists could be performed by technicians, allowing them to better leverage their employees, improve customer experience, save money, and drive revenue. Such an adjustment could optimize the entire operational framework of healthcare delivery.

Healthcare 52

Healthcare Financial Innovation Hospitality 52

Optimove

JANUARY 3, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Successful marketers always keep their eyes on the horizon. This ongoing process should be rooted in the customer’s voice and used to refine personalization strategies, enhancing the customer experience from the outset.   9.

2025 59

2025 Marketing 2024 Customer Centricity 59

Ann Michaels and Associates

APRIL 21, 2020

Just last week Horizon Media came out with a study on the emotional shift that took place in the United States during COVID-19, just by analyzing emojis. Analyzing the data provided in a study such as Horizon Media, allows you to change the tone of your upcoming campaigns, the direction of your marketing, selling or online content.

Brands 59

Brands Information Communication Marketing 59

Horizon CX

JUNE 27, 2023

Unifying Customer Experiences – Bridging the Gap Between Marketing Branding and Service Delivery Introduction In the realm of customer experience, two critical aspects often vie for attention — marketing branding and service delivery.

Customer Experience 52

Customer Experience Customer Centricity 2023 Culture 52