Topics for Blog Authors

MaritzCX

Hi MaritzCX creators of awesome, We at the CX Café blog need some help. We’ve come up with some really cool ideas for blog posts, but we need to get them written. Please take a look below at the topics and titles we’ve suggested, and let us know (at cxcafeteam@maritzcx.com) if any of them catch. View Article. General

2005 200

Topics for Blog Authors

MaritzCX

Hi MaritzCX creators of awesome, We at the CX Café blog need some help. We’ve come up with some really cool ideas for blog posts, but we need to get them written. Please take a look below at the topics and titles we’ve suggested, and let us know (at cxcafeteam@maritzcx.com) if any of them catch. View Article

2005 200

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Trending Sources

Apple Keynote

Forrester's Customer Insights

Apple’s “Time Flies” keynote will take place tomorrow, September 15, live from Apple Park: [link] I have been following Apple keynotes for many years (since at least 2005) and they often generate irrational expectations for disruptive innovative products.

2005 32

How ESPN Built a World-Class Customer Service Team From Scratch

StellaService

In 2005, Micah Citti received an offer he couldn’t refuse. Micah had begun his career in the early ‘90s as a customer service agent. He eventually worked his way up […]. The post How ESPN Built a World-Class Customer Service Team From Scratch appeared first on Stella Connect. Agent Engagement

2005 40

Four of the Most Successful Employee Engagement Strategies Also Drive Customer Experience

CX University

A 2005 study concluded that work engagement is linked to performance and customer loyalty (Salanova, Agut & Peiró, 2005). 2005). There are hundreds of best practices for employee engagement, and all of them are being practiced by firms across this good, green Earth: at some growing businesses, at some failing businesses too. My question is, “How do we know which best practices will most benefit our employee engagement initiatives? Which should I apply in my business?”.

2018 175

Five Low-Cost Ways To Improve Your Customer Service And Customer Experience

Micah Solomon

Perhaps in 2005 it was okay to take 24 hours to respond to a customer email. [Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Here are three ways to reach Micah: email, chat, web).

2018 229

Is Your Decision-Making Approach Holding Back CX?

Daniel Group

Organizational Development and the Strengths Revolution: A Guide to Leading Change and Transformation, Wiley and Son, 2005). A good friend and client sent an email last week with links to information about “appreciative inquiry (AI).” In short, AI is about the search for the best in people, their organizations, and the strengths-filled, opportunity-rich world around them.”(Organizational

2005 68

Fizzback is Now a Part of NICE!

Customer Interactions

For me was it early 2005 when I recognized the dramatic changes ahead for customer service, and asked whether we could build a business we could be proud of, around this problem. We all have pivotal moments in our lives. Fizzback was born as we started to look in detail at the issue. Traditionally the industry measured and monitored satisfaction of customers with very small samples, very slowly and without getting at the root causes of issues.

2005 28

Augmented Service

Customer Enthusiast

Amazon has been an early adopter of this practice beginning in 2005 with the release of Amazon Prime, a paid subscription service that gives users access to free two-day delivery (one-day in some areas), streaming music and video, and other benefits. I was recently asked, “What are your predictions concerning advances in customer service in the near future?”. While I’m not a futurist, I will tell you that, as a customer, I’m seeing the proliferation of augmented service.

2005 45

Why You Should Collect Your Customers’ Digital Profiles

Martin Hill-Wilson

From six in ten in 2005 to almost nine in ten today. People in the UK spent an average of 20 hours and 30 minutes online each week in 2014, over double the amount in 2005. From 30 minutes in 2005 to nearly two and a half hours in 2014. Nearly all mobile phone users are sending text messages ( 90% in 2014, compared to 70% in 2005). OK, this post has an interesting origin. I was doing a webinar (Go Digital!

2015 56

Magellan Solutions is here because of its people. – Fred Chua, Magellan Solutions CEO

Magellan Solutions

Its formal operations started in August 2005 as an inbound call center with just 14 agents and 1 team leader from its first office. This September 2016, Magellan Solutions is celebrating its 11 years in the BPO industry. It is 11 years of helping SMEs and large corporations deliver great customer experiences around the world. “We work as one,” said Fred Chua, Magellan Solutions CEO in his closing speech during the Magellan Solutions 11th year anniversary party.

2016 67

Health care mergers and acquisitions: Why patients and employees should come first

Vision Critical

When Procter & Gamble acquired Gillette in 2005, for instance, both companies focused on consumer needs, relying on each other’s strengths and expertise to deliver more innovative products to the market. In a recent interview with Fox Business Network, Cleveland Clinic CEO Toby Cosgrove, MD, shared why health care will see more consolidation in the next few years.

2016 125

Winning a Confirmit ACE Award - Bupa Global

Confirmit

The ACE (Achievement in Customer Excellence) Awards program was established in 2005 to recognize outstanding achievement in customer experience. In this video, James Elliot, Bupa Globa l talks about winning a 2018 Confirmit ACE (Achievement in Customer Excellence Award) Award. He highlights the importance of Voice of the Customer to the company, and talks about why being recognized as a Customer Experience leader was a powerful motivator to his team.

2005 40

How to Deliver Individual Experiences on a Global Scale: Tips from a Borderless Brand

Smarter CX

Before Payoneer was founded in 2005, the world primarily transacted on paper and land lines. Despite the Internet’s rising popularity, companies were often limited by geographic and market constraints. Payoneer, a borderless payment platform, changed that. The brand operates across 200 countries, connecting 4 million users in over 150 currencies and 70 languages by making global transactions as easy as local ones.

2005 82

2018 Oscars: Will Women Tune In?

QuestionPro Audience

A film with a female perspective hasn’t won Best Picture since Million Dollar Baby in 2005; four of the nine movies nominated for Best Picture this year have a female perspective. The 2018 awards season comes to an end this Sunday at the 90th Academy Awards. At the shows leading up to the Oscars, womens movements like #MeToo and #TimesUp have been hot topics, highlighting the importance of female representation and gender equality.

2018 74

The Solution to Workplace Sexual Harassment is Institutional Courage

Enalyzer

percent of sexual harassment claims filed to the EEOC from 2005 to 2015. The #MeToo movement has gone through different stages. Already back in 2006, it was kickstarted on Myspace by sexual harassment survivor and activist Tarana Burke.

2005 59

Guest Post: How Good Customer Service is Defined by 4 Different Generations

ShepHyken

Gen Z- born from 2005 to present. This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff. Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation. Not many companies think about generational gaps and differences when it comes to dealing with their clients.

2020 72

Much to gain for SAP with Bob Stutz Joining their CRM Team

Forrester's Customer Insights

Stutz’s tenure ended after it was acquired by Oracle (2005), and he moved to SAP to […]. Bob Stutz and CRM have always been synonymous. Stutz started his CRM career at Siebel, in 1998, in the early days of IT-driven, on-premise CRM. Siebel was a powerhouse in its time, peaking at 45% market share in 2002. age of the customer customer relationship management (CRM) CRM; CX

2002 25

Guest Post: How Good Customer Service is Defined by 4 Different Generations

ShepHyken

Gen Z- born from 2005 to present. This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff. Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation. Not many companies think about generational gaps and differences when it comes to dealing with their clients.

2020 71

Using consumer insight for rebranding: Q&A with Price Chopper’s Sam Trimboli

Vision Critical

Since then (2005), I’ve held different positions in customer service and marketing, both in-store and at head office. Founded in 1932, the New York-based grocer Price Chopper (known as Market 32 in some regions) operates 135 stores in the American Northeast. To accomplish a goal of elevating customer experience , the company engages with 5,000 customers through Food For Thought, a Vision Critical insight community first launched in 2012.

2016 133

Lessons for How to Swim in a Blue Ocean from the Girls Auto Clinic

Michelli Experience

In 2005, W. Often entrepreneurs reach out to me to discuss “customer-centricity” and the likely viability of their innovative products or services. To give you a sense of some of the key filters I use to evaluate the probable success of various ideas presented to me, let me offer an example of a small business that I think does a brilliant job of innovative customer-centric design. The company is called Girls Auto Clinic (GAC) located at 7425 W Chester Pike in Upper Darby, Pennsylvania.

2017 87

Remote Work Trend Has Brands Rethinking Abandoned Offices

NetBase

It was already a growing trend, having risen 173% since 2005. No one works in an office anymore – not in numbers that make sense to justify renting space, at least.

2020 60

Nielsen’s Lynda Clarizio shares her perspective on the evolving media landscape

Vision Critical

After 15 years at AOL, her next big decision was to raise her hand to become president of one of AOL’s subsidiaries, Advertising.com, in 2005. “It Lynda Clarizio has seen the world of advertising evolve from several vantage points thanks to a varied career that goes back to the early days of the commercial Internet. Now president of U.S.

2017 100

2018 Oscars: Will Women Tune In?

QuestionPro Audience

A film with a female perspective hasn’t won Best Picture since Million Dollar Baby in 2005; four of the nine movies nominated for Best Picture this year have a female perspective. The 2018 awards season comes to an end this Sunday at the 90th Academy Awards. At the shows leading up to the Oscars, womens movements like #MeToo and #TimesUp have been hot topics, highlighting the importance of female representation and gender equality.

2018 60

What Do The Pioneers of Customer Experience See for the Future: And What Should You Do About It?

Beyond Philosophy

From that moment on, and this occurred back around 2005, my company links our Customer Experience efforts to proof so that the champions of Customer Experience are not caught out as I was all those years ago in that German conference room.

2020 78

11 Contact Center Technologies to Boost Customer Satisfaction

TechSee

Founded in 2005, Coveo is a provider of predictive search technologies, with integrated plug-ins for Salesforce.com, Sitecore, Google Apps for Work, Atlassian, JIRA, Office 365, YouTube, Lithium, Jive, Dropbox, and more. According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B.

From Gen Z to the Silent Generation: How Consumers Are Tackling Holiday Shopping This Year

Smarter CX

The rise of the online holiday shopping experience even lead to the introduction of Cyber Monday –Black Friday’s digital counterpart–in 2005. Holiday traditions like Black Friday continue to engage shoppers across generations. However, where malls and parking lots were once the only congested places, now online waiting rooms contain consumers hoping to check big-ticket items off their lists.

2005 65

Nudges: Make Sure Yours Work!

Beyond Philosophy

Per an article in the NY Times a few weeks ago about a review published in The New England Journal of Medicine back in 2005, as many as two-thirds of hospital admissions related to medication problems were the result of “noncompliance.” Small changes, or nudges, having a big impact on people’s behavior is one that everyone in the behavioral economic community supports and heralds as the latest great idea. However, this great idea isn’t working for everyone.

2017 115

How to Add a Google My Business Restaurant Menu

ReviewTrackers

In 2005 only 35 percent of customers went online to look at a menu. One of the ways you can optimize an online business listing is by adding a Google My Business (GMB) restaurant menu. By adding a menu, businesses give customers more information about their offerings, which is even more important in the digital age. Statistics from the 2016 National Restaurant Association Restaurant Industry Forecast report revealed that 65 percent of consumers now look at a restaurant’s menu online.

2005 50

How to Add a Google My Business Restaurant Menu

ReviewTrackers

In 2005 only 35 percent of customers went online to look at a menu. One of the ways you can optimize an online business listing is by adding a Google My Business (GMB) restaurant menu. By adding a menu, businesses give customers more information about their offerings, which is even more important in the digital age. Statistics from the 2016 National Restaurant Association Restaurant Industry Forecast report revealed that 65 percent of consumers now look at a restaurant’s menu online.

2005 50

Arizona Diamondbacks CEO Creates Fan-Centric Culture

Experience Matters

Hall joined the D-backs in May 2005 as Senior Vice President, Communications, was named president in September 2006 and CEO in January 2009. I recently had the opportunity to hear Derrick Hall, CEO of the Arizona Diamondbacks , speak at the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. Hall was extremely passionate about customer experience. His goal: “Treat our fans, employees, and players better than any team in sports.”

2014 99

The #CX Perception Gap

CX Journey

There’s this thing called the customer experience perception gap ; it was uncovered by Bain back in 2005, and they referred to it as a "delivery gap." Remember that this was 2005. Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It appeared on their blog on December 6, 2017.

2005 57

3 Events Paved The Path For The Customer Experience Discipline

Kerry Bodine

Here are a few of the key events: April 2005: YouTube launched. I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place. The short answer to the why question is that CX drives financial success. Since I’ve already written about that in other posts, today I’ll tackle the second question: When did companies start caring about customer experience?

3 Events Paved The Path For The Customer Experience Discipline

Kerry Bodine

Here are a few of the key events: April 2005: YouTube launched. I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place. The short answer to the why question is that CX drives financial success. Since I’ve already written about that in other posts, today I’ll tackle the second question: When did companies start caring about customer experience?

A Guide to Automation: Month-End Close

Circular Edge

2005: Mike is working at ABC Realty, a real estate investment trust. A lot has changed since 2005 making the above possible with technological advancements and successful cloud computing. He is responsible for closing the accounting period for his 100+ companies in different regions with various closing schedules every month.

2005 40