ClearAction

OCTOBER 25, 2022

What’s the point of customer experience management, ultimately? How can customer experience management achieve this? While technologies and data management can improve consistency and minimize many issues, you still depend upon people to set parameters, inputs and outputs. How is value maximized?

Sports 71

Sports 2009 2022 Financial 71

ClearAction

FEBRUARY 7, 2016

Tools, techniques, and case studies catalyze your customer experience management success. Employee Engagement in Superior Customer Experience Build a Sustainable Strategy for Customer Experience Management. Managing the Customer Experience Across Service Channels. Customer Experience Management on a Shoestring Budget page 5.

Article 48

Article Customer Experience 2009 White Paper 48

Chadwick Martin Bailey

SEPTEMBER 22, 2020

What about that experience helped you to adapt, innovate, and/or grow? In launching this relatively new format, I was faced with an increasingly restrictive budget (remember the financial crisis of 2008/2009?!), Maintaining that balance is that’s what having great mentors and managers are for. It’s exciting to be a part of.

2009 52

2009 2008 Travel Transportation 52

Bill Quiseng

MAY 8, 2017

the first to market customer relationship management software solution that pioneered the space 30 years ago and is still innovating today, so he has a bit of a unique perspective on how customer communication has evolved and where it’s heading. Swiftpage is the owner of Act! , People move, switch jobs and update email addresses.

2006 98

2006 2009 2017 2011 98

ReviewTrackers

APRIL 27, 2017

at the Cleveland Clinic from July 2007 to July 2009, according to Managed Healthcare Executive. The new technologies – from advanced analytics to machine learning – give companies an opportunity to innovate and improve the customer experience. The Chief Experience Officer: An Important Role in Healthcare.

2007 50

2007 2009 Insurance Healthcare 50

Second to None

MARCH 8, 2019

Similarly, a 2015 Glassdoor study found that firms ranked on their “Best Places to Work” list overshadowed the S&P 500 from 2009-2015 by as much as 123.3 times as likely to leave their current employer, 13 percent less confident in their performance, and half as likely to create performance plans with managers. [3]

2015 48

2015 2009 Financial 2018 48

Clarabridge

JULY 18, 2018

In September 2009, Simon Sinek stood in the middle of a stage in a cozy theater in Puget Sound, Washington and delivered one of the most iconic TED talks to date. Although customer experience (CX) was a nascent space back in 2009, it is easy to extend his argument to the customer experience space today.

Measurement 40

Measurement Effort Score 2009 Webinar 40

Natalie Petouhof

JANUARY 29, 2016

Tweet I remember back in 2008-2009 being asked whether social / digital / communities had any business value. Think about customers talking to companies and giving honest feedback that helps: Improve products and services and even helps the company innovate. Why is that? Reduces unnecessary steps or processes.

ROI 49

ROI 2009 2008 2016 49

Comm100

FEBRUARY 1, 2023

Ticketing & Messaging features provide not only a unified dashboard but also management of all chats, allowing agents to easily stay on top of messages in the order they’re received. Lower support costs One of the major benefits of live chat for education comes from the low costs to implement and support compared to other channels.

2009 86

2009 Communication 2002 Connections 86

SurveySparrow

DECEMBER 11, 2020

Pizza Hut managed to increase their sale by a whopping 61%, and Taco Bell increased by 40%. During 2009’s recession, the tech giant didn’t stop advertising and continued innovating new products. In 2009 Amazon’s customers bought ebooks more than printed ones and helped the company grow its sales by 28%.

Advertising 52

Advertising Social Media 2009 Brands 52

Talkdesk

AUGUST 19, 2016

As part of a training session each year, Jeff Bezos asks thousands of Amazon managers, including himself, to ­attend two days of call-center training,” states Balducci. The incentive here is for managers to immediately be placed in the mindset that Amazon’s philosophy is about listening, and most importantly, understanding the customer.

Customer Service 41

Customer Service E Commerce 2009 2008 41

Talkdesk

AUGUST 19, 2016

As part of a training session each year, Jeff Bezos asks thousands of Amazon managers, including himself, to ­attend two days of call-center training,” states Balducci. The incentive here is for managers to immediately be placed in the mindset that Amazon’s philosophy is about listening, and most importantly, understanding the customer.

Customer Service 40

Customer Service E Commerce 2009 2008 40

Customer Bliss

MARCH 23, 2022

In 2009, Netflix made cultural history when then chief talent officer Patty McCord and CEO Reed Hastings created a 124-page PowerPoint document entitled “Netflix Culture: Freedom & Responsibility.” Furthermore, in the wake of the “Great Resignation,” companies in every industry are feeling upheaval.

Culture 139

Culture 2009 Document Travel 139

ShepHyken

MAY 1, 2023

U$ 402bn is on the Table for Brands That Simplify Their CX and EX – Here’s Why by Ricardo Samuel Saltz Gulko (Eglobalis) Simplicity is an essential aspect of customer and employee experience that can greatly impact a company’s success and its ability to innovate. So, what can you do when managing customers to make the most of it?

2023 13

2023 Article Customer Service 2009 13

Clarivate

OCTOBER 5, 2023

A 2020 report by McKinsey & Company found that organizations that invested in innovation during the financial crisis of 2009 outperformed the market by 10% during the crisis and by 30% in the post-crisis years. Download the report for a deep dive on this topic: Investing in innovative IP legal strategies during challenging times.

White Paper 59

White Paper Competitive Advantage 2009 Financial 59

Magellan Solutions

JULY 11, 2022

Before the COVID-19 Global Pandemic, the world experienced the Global Recession during the years 2007-2009. A recession may be terrible but looking at the big picture, it gives entrepreneurs opportunities to innovate. And one in demand innovation that businesses of all sizes are jumping into is outsourcing.

2008 40

2008 Financial 2007 2009 40

QuestionPro Audience

AUGUST 7, 2018

Author and motivational speaker Simon Sinek took the business world by storm with his 2009 book, Start With Why. Sinek admits that he wasn’t conveying anything innovative, but distilling what made famed brands or individuals successful, from Apple to Martin Luther King Jr.

Brands 68

Brands Marketing 2009 Advertising 68

Chattermill

SEPTEMBER 11, 2019

Todd Yellin, Netflix’s VP of Product Innovation. So how did Netflix manage this? Netflix also incentivises employees, between 2006 and 2009, a prize was offered where if a 10% improvement could be gained a $1 million reward would be awarded. Particularly in hypergrowth and scaling phases.

Customer Experience 76

Customer Experience Touchpoint Entertainment 2016 76

transcosmos Information Systems

NOVEMBER 6, 2018

It’s safe to say that aside from innovation, a bulk of their trillion-dollar stocks is all thanks to buyers who want the Apple Experience. At the heart of these exciting innovations is the company’s desire to serve the needs of their customers. Leverage high-velocity decision making. Resist proxies.

Customer Service 48

Customer Service Hotels 2017 2009 48

Forrester's Customer Insights

MAY 18, 2018

Back in 2009, Forrester launched its first customer experience forum. We picked New York as the location because for years we’d put on a financial services event there, and we knew that our attendees from the banking, brokerage, and insurance industries all had CX on their minds. We didn’t know how well the new event […].

2009 22

2009 Banking Insurance Financial 22

Magellan Solutions

DECEMBER 11, 2023

It is where the spark of innovation ignited. In 2009, Magellan Solutions landed a significant contract with AT&T. They started by handling directory assistance and grew to manage eight lines of business for a Fortune 500 giant. This strategic decision resulted in the implementation of oversight management.

Leadership 52

Leadership 2008 Call Center 2001 52

Forrester's Customer Insights

JANUARY 5, 2022

In February of 2009, Glenn O’Donnell (VP, Research Director) and I co-authored the CMDB Imperative when ITIL and ITSM were all the rage. Underpinning that rage was the Configuration Management DB (CMDB) which promised to deliver world peace like a pageant winner during the interview portion of the competition.

2009 49

2009 Management Government Information 49

Natalie Petouhof

MARCH 6, 2017

It is key to so many aspects of a business: growth, innovation, cost savings, new product development… There’s so much to learn about how the work place must change or companies will loose their competitive edge… Practical Research and Toolkits To Jumpstart Your Culture. from the Stanford Graduate School of Business.

Culture 40

Culture Competitive Advantage 2015 2012 40

C Space

MAY 4, 2020

We may need to be physically isolated, but we don’t have to feel alone,” said Andy Miller, senior vice president of AARP Innovation Labs , which developed the new tool. Through this innovative platform, people in need of help from – or who want to offer help to – their communities are empowered to engage.”

2020 52

2020 Brands Airlines E Commerce 52

Qualtrics

JUNE 6, 2019

Alicia Tillman – Tillman is the Chief Marketing Officer (CMO) of SAP and has 20 years of hands-on marketing executive leadership and general management experience. He’s currently the president of his own consulting group and a professor at Northwestern’s Kellogg School of Management. He’s also the lead singer for CramerHill.

Brands 33

Brands Leadership Books 2018 33

Qualtrics

OCTOBER 11, 2019

1 This may be a direct report trusting in their manager to provide them with support on a highly visible stretch project or senior leader trusting in an R&D team to deliver product enhancements in time for launch. Academy of Management Review, 20, 709-734. Academy of Management Executive, 9(4), 23-33. 2 O’Neill, H.M.

Culture 26

Culture Communication Multi-Channel E-support 26

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Centercode

MARCH 27, 2019

Even Gmail, Google Calendar, and Google Docs stayed “in beta” for a full five years (and gained 100 million users) before they removed the “beta” label in 2009. It’s easy to see from their history that beta testing, dogfooding, and other tester-based initiatives are leading the charge in innovation and progress.

2009 75

2009 User Experience Feedback Culture 75

SmartKarrot

FEBRUARY 15, 2022

His interactions provide real-world experiences to give frontline workers so they can manage customers and develop meaningful relationships and brand loyalty with them. Bruce Temkin is a renowned expert in customer experience management who specializes in all aspects of customer-centricity. Blake Morgan. Bruce Temkin. Martin Hill.

2022 10

2022 Customer Service Social Media Customer Centricity 10

Qualtrics

FEBRUARY 4, 2021

I believe in innovation and that the way you get innovation is you fund research and you learn the basic facts.". He was knighted in 2009. "Research is creating new knowledge.". Neil Armstrong. Armstrong (1930-2012) was an American astronaut famed for being the first man to walk on the Moon. Bill Gates. Terry Pratchett.

2009 38

2009 2012 Books Innovation 38

Qualtrics

NOVEMBER 18, 2019

In 2009 he won the ARF (Advertising Research Foundation) Great Mind In Innovation award. However, the rise of scientific management in the early part of the 20th century, led to scientifically oriented researchers. eBook: 8 Innovations to Modernize Market Research. So, that’s exactly what they did. Instant Download.

Marketing 36

Marketing 2009 Consulting Insights 36

LiveChat

JANUARY 14, 2020

For those of you who are not up to speed with what CES is, it’s an annual show hosted in Las Vegas that’s been home for innovative and revolutionary technologies for over 50 years. Ola Källenius, Chairman of the Board of Management of Daimler AG and Head of Mercedes-Benz Cars, gave their presentation. It’s no different this year.

2020 64

2020 Automotive 2009 Travel 64

Customer Interactions

NOVEMBER 15, 2012

I was excited to learn that the newest release of our NICE Inform incident information management solution received an APCO Hot Products Award. This is the second time NICE Inform has been recognized as an APCO ‘hot product,’ the first time being in 2009.

Information 28

Information 2007 2009 Innovation 28

Amity

FEBRUARY 8, 2018

Co-founded by Canadian entrepreneur Garrett Camp in 2009, Uber is evolving the way the world moves. Amity sat down with Karin Ronde , Manager of Client Success at Uber Eats to ask her about all things Customer Success. I manage the Account Management and Onboarding teams that work with the restaurants on ensuring their success.

Customer Success 71

Customer Success Webinar Metrics Customers 71

Think Customers

FEBRUARY 24, 2020

When Facebook founder and CEO Mark Zuckerberg revealed his company’s internal motto was to “move fast and break things” back in 2009, it perfectly encapsulated the nature of disruptive companies. Once the policy is in effect, policyholders can manage the policy and file claims on the Lemonade app. What went wrong?

Insurance 52

Insurance 2009 Customer Satisfaction 2010 52

C Space

JANUARY 18, 2021

And if Netflix’s past is anything to go by, the next innovation is just around the corner. As consumers experienced long lines for groceries and scarcity for the first time in decades, it’s little wonder that stores that managed their supply-chain and customer relationship successfully through the volatility are front of mind.

Engagement 116

Engagement 2020 2021 Financial 116

West Monroe

NOVEMBER 29, 2021

American workers’ rates of daily stress, worry, sadness, and anger have been trending upward since 2009, according to Gallup. How can organizations support their employees—and manage the business risk? Without proper management and leadership, constant change can be exhausting. So what has to happen?

Net Promoter Score 52

Net Promoter Score Healthcare 2021 2009 52