Customer Bliss

APRIL 12, 2019

Monica Whiting , Vice President of Customer Experience at TECO energy , shares tactics and plans to help you strategize short-term and long-term goals for CX, regardless of your industry. 3-Stage Approach to A New CX Transformation. What does delivering a world-class customer experience look like?

Customer Experience 162

Customer Experience Chief Customer Officer 2017 Leadership 162

Customer Bliss

DECEMBER 29, 2017

This year, I’ve had the opportunity to interview a multitude of CX leaders on my podcast, The Chief Customer Officer Human Duct Tape Show. As 2017 comes to an end, I’m thanking all of you who have taken the time to listen to my podcast. 4 Lessons Learned During a CX Transformation.

Chief Customer Officer 111

Chief Customer Officer 2017 ROI Leadership 111

Alida

AUGUST 9, 2017

Kelvin (KC) Claveria (@kcclaveria) August 3, 2017. Clarice Chin (@helloclaricec) August 3, 2017. amyfpabst (@AmygpAmyfp) August 3, 2017. cxblindspot [link] #CX pic.twitter.com/icaYlymaRq. Vision Critical (@visioncritical) August 3, 2017. link] #cxblindspot pic.twitter.com/xgMHhSlcDA. Retail is transforming.

Retail 189

Retail 2017 Webinar Customer Journey Mapping 189

Experience Investigators by 360Connext

JANUARY 7, 2020

” That same search will tell you that 2018 was too… and 2017, and 2016… Maybe 2020 is the year the prognosticators get it right? .” ” That same search will tell you that 2018 was too… and 2017, and 2016… Maybe 2020 is the year the prognosticators get it right?

Net Promoter Score 173

Net Promoter Score 2020 NPS Metrics 173

Customer Bliss

JANUARY 25, 2019

Get Senior Leadership to Understand Your CX Plans. When Darin came into his role as VP of CX and Delivery, the CX department already existed. But he had been working at the company for 10 years already and saw this as an opportunity to truly make some changes in the company and overhaul the CX program.

Leadership 157

Leadership Roadmap NPS Employee Experience 157

CloudCherry

FEBRUARY 26, 2019

This report looks at what worked in 2018 in customer analytics and measurement. It can also help organizations take a more informed stand on how they would like to approach analytics, based on current trends and guide them towards framing a more data-driven analytics framework for 2019. Retailers find other ways to use analytics too.

2018 256

2018 2014 Measurement Retail 256

Alida

JUNE 1, 2017

Vision Critical is headed to the Automotive CX Summit in Marina del Rey, California, on June 20 to 21. We’re excited to spend time with a group of like-minded professionals across the spectrum of the automotive industry, all focused on our most important asset: our customers. When: June 21, 9:15 am – 10 am. Scott Miller – CEO.

Automotive 157

Automotive 2017 Retail Presentation 157

CloudCherry

JULY 25, 2018

The MIT Technology Review: Getting To Iconic report is based on surveys conducted with over 550 business executives at global firms—including retail, IT, logistics, healthcare, IT, and more— in over 30 countries between May and July 2017. They “do not let technology overshadow their CX strategies” but they are also technology leaders.

Technology 170

Technology Brands Customer Experience Omnichannel 170

ShepHyken

OCTOBER 18, 2021

I have added my comment about each article and would like to hear what you think too. Your customers will thank you, and they’ll be much more likely to share their positive experience with friends, family, and social media followers. My Comment: There’s not much we like about COVID-19. Which do you think has more impact?

Article 82

Article 2021 Customer Service Airlines 82

Lumoa

JUNE 23, 2021

It’s becoming more and more important to develop and implement these initiatives in your CX team. When you’re looking for the best talent for your CX team, you need to recognize that talent comes in all different shapes and sizes. What are the benefits of a diverse CX team? What is diversity in customer experience?

Customer Experience 83

Customer Experience Culture Employee Experience Innovation 83

CX Accelerator

JUNE 19, 2018

But what happens when we are sitting behind a computer screen looking at call centre costs racking up from repeat callers or negative customer survey results? We obviously should not wait for situations like this to take place in our companies. Do we empathize with the experiences our customers are having? So what’s the big deal?

Customer Experience 159

Customer Experience Customer Journey Airlines Customers 159

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

Customer Bliss

JANUARY 3, 2018

I’m still on vacation from new podcast recordings, and during this interim, I’m replaying 3 of my most popular podcast episodes of 2017. In this episode replay, I chat with Catherine Courage , the VP of Ads and Commerce User Experience at Google about how she created the path of her CX leadership role. Happy New Year!

Leadership 188

Leadership Chief Customer Officer Customer Journey Mapping Magazine 188

Beyond Philosophy

JANUARY 27, 2022

As the new wave of Customer Science comes in, the old tide of Customer Experience (CX) is receding. I have seen it before with other influential business concepts, like Total Quality Management, Business Re-engineering, and Customer Relationship Management (CRM). I read that book in 1998, and I never looked back.

Net Promoter Score 78

Net Promoter Score 2001 2002 Customer Satisfaction 78

Alida

JUNE 30, 2017

At the 13 th annual Automotive CX Summit, executives from OEMs, dealers, and finance providers shared their perspective on how the industry can work together to meaningfully transform the vehicle buying and ownership experience for the better. Cadillac continues to look for ways to deliver compelling products and experience.

Automotive 138

Automotive 2025 Customer Relationships 2017 138

Customer Bliss

DECEMBER 29, 2016

We’ll be back with new episodes in early 2017. The question goes like this: “What do you know NOW about customer experience work that you wish you knew THEN? The question goes like this: “What do you know NOW about customer experience work that you wish you knew THEN?” I promise it’s value-add!

2016 0

2016 Chief Customer Officer Customer Experience Social Media 0

GetFeedback

JUNE 12, 2019

When tasked with overhauling the customer experience (CX), business leaders often seek to identify the most critical customer touchpoints. Because there are more potential touchpoints than ever before, the first step to improving customer service is taking a closer look at the entire journey. Final thoughts on customer touchpoints.

Touchpoint 199

Touchpoint Net Promoter Score NPS Customer Journey 199

ShepHyken

JANUARY 9, 2017

I have added my comment about each article and would like to hear what you think too. 3 Areas to Focus your Customer Experience in 2017 by Adam Toporek. 2017 Customer Experience Resolutions by Lynn Hunsaker. ClearAction) Let’s take a look at 5 ways to accelerate results that your customers and investors will both reward.

2017 80

2017 Article Customer Service Loyalty 80

Customer Bliss

AUGUST 15, 2017

She leads an international team across Europe which is responsible for the development and implementation of the CX Roadmap across various markets and functions. She is a regular speaker at CX events and conferences across Europe. She likes to run and is a passionate photographer. Annette speaks English and Spanish fluently.

Travel 204

Travel Hotels 2010 Customer Journey 204

ShepHyken

SEPTEMBER 28, 2020

I have added my comment about each article and would like to hear what you think too. My Comment: If you’ve been following this weekly roundup, then you know I’m a big fan of focusing on culture when it comes to customer service and CX. So, we start this week’s roundup with an article on culture that drives the CX.

Article 74

Article 2020 Customer Service Culture 74

Eptica

JULY 18, 2018

Date: Wednesday, July 18, 2018 Author: Neil Cox - Account Manager Striking the balance between humans and AI in CX. Author: Neil Cox - Account Manager By 2021, 15% of all customer service interactions will be completely handled by AI - an increase of 400% from 2017. Published on: July 18, 2018.

2017 63

2017 2022 2021 2018 63

Customer Bliss

APRIL 18, 2017

And in March 2017, Anne was recognized by the Pittsburgh Business Times as one of the 25 most influential businesswomen in western Pennsylvania with a BusinessWomen First Award. Configuring CX Leaders. But two years into the process, it felt like momentum had been lost. She leveraged them with the CX leaders as a start.

Chief Customer Officer 118

Chief Customer Officer B2B Leadership B2C 118

Oracle

SEPTEMBER 25, 2018

Below we highlight everything you need to know about customer experience (CX) technologies and featured activities that will be showcased at Oracle OpenWorld 2018, including the following: CX sessions. CX speakers. Take a look at a sample of featured sessions below, or view the full session catalog here. Learn More.

2018 53

2018 Technology E Commerce 2017 53

ChurnZero

SEPTEMBER 23, 2022

Today—and for quarters to come—staying in business will require a steadfast commitment to staying in the black, but doing so in a way that makes customers feel like they’re more than a number. Between 2017 and 2022, the venture capital & principal trading market in the US grew at an annualized rate of more than 11%. Efficiency.

Customer Success 98

Customer Success 2022 Customers 2017 98

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Ready for 2017 and beyond?

2017 61

2017 Customer Engagement Engagement Contact Center 61

Eptica

NOVEMBER 22, 2017

Date: Wednesday, November 22, 2017 The 5 rules of Retail Christmas Customer Experience. Published on: November 22, 2017. It is likely that consumers will be more careful in their spending, with rising prices and inflation leading to overall retail sales falling year on year between September 2016 and 2017.

Retail 73

Retail Customer Experience 2017 2016 73

ShepHyken

NOVEMBER 21, 2016

I have added my comment about each article and would like to hear what you think too. They’re too demanding; always have something negative to say and they look for discounts”. My Comment: Salesforce has released a report that customer experience (CX) is now “Job Number One.” Here are my top five picks from last week.

2016 116

2016 Article Social Media Net Promoter Score 116

CX University

MARCH 22, 2018

For a Customer Experience (CX) initiative to succeed, it needs broad support across the organization, and it needs deep, gut-level support within the C-Suite. CX is not like a sales methodology, or a new technology. What Does It Mean to Embrace CX? Look at the word “component.” It needs be anything but.

Customer Experience 66

Customer Experience 2016 Customer Centricity E Commerce 66

Beyond Philosophy

APRIL 19, 2017

A new Kibo study called the “ Consumer Trends Report, 2017 Edition ” reveals that 76% of respondents research prices on a product they want to buy, up 10% from the year previous. 81% of respondents that look items up online expect to see if a product is available at the store and 80% feel annoyed if that feature isn’t available.

Hotels 123

Hotels 2017 Loyalty Article 123

ijgolding

OCTOBER 2, 2017

It’s part of a broader celebration of Customer Experience Day 2017. And learn more about CX Day at: [link]. On the 3rd October 2017, the world will once again celebrate CX Day. However – there is that word again – as I write this article in October 2017, there are 616 CCXPs globally.

2017 63

2017 Customer Experience Customer Experience Professionals 2027 63

Clarabridge

JANUARY 4, 2017

Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. People are still looking for a good customer experience. People are still looking for a good customer experience. 44% are more likely to tell others about their experience—either online or offline 3.

2017 51

2017 Customer Experience Return on Investment Competitive Advantage 51

Clicktools

JANUARY 6, 2017

We’ve reached the end of the first week of 2017, which means it’s time to look into my magic ball and see the future. Here are five topics likely to headline 2017. Your feedback and CX efforts must be geared to meet the expectations of this tech savvy and attention-limited group. Mind the millennials.

2017 58

2017 Multi-Channel 2004 Feedback 58

ViiBE Blog

FEBRUARY 18, 2020

In 2020, having a CX strategy is key, as customers are more selective with their loyalty. 77% of customers admit a willingness to switch brands more readily than in previous years, and 61% report that they did change brands or providers for at least one service in 2017. Links to loyalty. Provide exceptional customer service.

Exceptional Customer Service 52

Exceptional Customer Service Loyalty 2017 Employee Experience 52

Storyminers

JANUARY 24, 2017

This article appeared first January 10, 2017 at SharpenCX.com. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device. How do you expect customer expectations to change in 2017? Here’s what we learned.

Contact Center 53

Contact Center 2017 Brands Hospitality 53

Bold360

JANUARY 5, 2017

Now that 2017 has come, we have to take stock of how we fared in the crazed holiday season. While sales may have reached peak performance, cx often takes a hit, most drastically for e-commerce and travel businesses. If traffic overwhelmed your site or your customer journey was convoluted or your cx unpleasant, you lost business.

2017 65

2017 E Commerce E-support 2014 65

Eptica

JUNE 21, 2017

Date: Wednesday, June 21, 2017 Demonstrating the financial ROI of better customer experience. Published on: June 21, 2017. CX is at the heart of differentiating yourself from the competition , whatever sector you are in, and key to retaining customers.

ROI 63

ROI Financial Customer Experience Net Promoter Score 63

Bold360

JANUARY 19, 2017

We’ve compiled a list of the top 20 thought leaders in customer experience, all of whom have their finger on the pulse of customer service, and are must-follows for keeping your CX current, successful and profitable, too. We love her recent blog on what CX will look like in 2017. Jeanne Bliss. JeanneBliss. |.

2017 91

2017 Customer Experience Books Consulting 91