Team Support

JANUARY 9, 2024

Once the platform opened its doors to a broader audience, businesses recognized the opportunity to connect with a large and diverse user base. Companies began using Facebook for marketing and promotion shortly after the platform expanded beyond college students and was opened to the general public in September 2006.

Technology 59

Technology Call Center Social Media 2007 59

TechSee

JUNE 16, 2022

Due to his level of expertise, Jim has been featured in numerous publications, including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter. His specialty is exploring the connection between customer service and technology.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

CSM Magazine

FEBRUARY 28, 2023

This unique demographic encompasses both Gen Z, those born from the mid-1990s onwards, and Gen Alpha, those born from 2010 onwards. Social media has become a cornerstone of Gen Zalpha’s lives, providing them with an easy way to connect and communicate with their peers.

Customer Service 52

Customer Service 2030 Social Media 2010 52

NetBase

JANUARY 28, 2020

Like us, Quid has a client-first focus, is deeply connected to technology, driven by purpose and acts as a leader in the evolving consumer and market data analytics landscape,” said Peter Caswell, Chairman & CEO of NetBase. “We Leadership View: The NetBase Quid Difference. And reach out with any questions! ABOUT NETBASE. ABOUT QUID.

Social Media 124

Social Media Airlines 2010 Leadership 124

CSM Magazine

JUNE 27, 2023

Agents are often the only human connection brands have with their customers and prospects. This capital will enable Zenarate to advance its goal of powering human connections through technology, using the most advanced natural language AI to help versus replace agents in our increasingly digital world.

Telecommunications 59

Telecommunications 2023 Insurance Healthcare 59

Brandwatch CX

FEBRUARY 23, 2024

4/ Identify Advocates and Thought Leaders Possibly the biggest benefit of monitoring social media is fostering strong connections with brand champions and those who are most influential in the industry. It was only in 2010 when they had social data insights and enough confidence to launch a new router via social media channels alone.

B2B 59

B2B Brands Social Media Wireless 59

Brandwatch CX

FEBRUARY 23, 2024

4/ Identify Advocates and Thought Leaders Possibly the biggest benefit of monitoring social media is fostering strong connections with brand champions and those who are most influential in the industry. It was only in 2010 when they had social data insights and enough confidence to launch a new router via social media channels alone.

B2B 52

B2B Brands Social Media Wireless 52

Thematic

DECEMBER 9, 2022

This re-focus of strategy saved them as a brand and was an onramp to more CX innovation - which tripled their annual revenue in 2010. Progressive companies stay connected to customer needs, and use these insights to inform investment decisions. It's a balancing act between cutting costs and investing to spur growth.

2008 71

2008 2010 Customer Satisfaction Fashion 71

Customer Bliss

OCTOBER 11, 2016

Mark’s been with Hilton since 2010 — prior to that he was with MarketBridge and PwC — and one of the most interesting aspects of this episode is walking through his career path and ascension within the Hilton brand all the way up to his global position today.

Chief Customer Officer 0

Chief Customer Officer Hospitality Travel Hotels 0

Beyond Philosophy

APRIL 30, 2015

In a 2010 study by Ipsos Mori , out of a study of over 2,000 British people only 23% of them said their loyalty card influenced their decision to make a purchasing decision. Loyalty Programs Disappoint Customers. Are Loyalty cards about loyalty or just another form of offering benefits?

Loyalty 117

Loyalty Rewards Programs Loyalty Programs 2010 117

ijgolding

JUNE 14, 2017

The Shop Direct Board of Directors with the stiletto shoe at the launch of ‘Feet in the Street’ in 2010. As I have committed my experiences, thoughts and knowledge to writing, several common themes and ‘connections’ have risen to the surface. Communicating the Customer Experience needs to be continuous, innovative and engaging.

Customer Centricity 68

Customer Centricity Communication Culture 2010 68

NetBase

NOVEMBER 19, 2018

Storytelling has become such a crucial cornerstone of connecting with consumers that multiple brands and agencies – including GoDaddy , Intermark Group , IMAX , and Taco Bell – spoke about it at our NetBase LIVE October conferences. Stories that Grab Consumers by the Heart. Dominos UK is a great example of this.

Social Media 83

Social Media 2019 Marketing 2010 83

NICE inContact

AUGUST 23, 2019

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. Ironically, while both generations can be difficult to engage, they are always connected.

Contact Center 55

Contact Center Management 2017 2010 55

NICE inContact

AUGUST 23, 2019

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. Ironically, while both generations can be difficult to engage, they are always connected.

Contact Center 54

Contact Center Management 2017 2010 54

NetBase

JUNE 4, 2020

It’s hard to imagine that a feature like this hasn’t been available until the middle of last year, especially since the platform has been around since 2010. From connecting with friends to reading news articles, to joining groups to connect with likeminded people. It should have been available all along. And now, shopping.

Social Media 70

Social Media 2010 Retail Consumers 70

Daniel Group

SEPTEMBER 16, 2020

Humor in Customer Experience can be the bridge to making an emotional connection to your customers. This “disconnect” causes you to stop focusing on the immediate task and, instead, to shift toward an emotional response (see “On the Brain” newsletter from Harvard Mahoney Neuroscience Institute, Spring, 2010).

Customer Experience 98

Customer Experience 2002 2007 2010 98

Chadwick Martin Bailey

JANUARY 14, 2020

Most articles looking back at the 2010’s mentioned the massive evolution in how we consume entertainment and the onset of the streaming wars. conversation; social connection; a sense of belonging). Opportunities to help fans of these series express themselves and connect with each other (e.g., Welcome to 2020!

Entertainment 101

Entertainment 2010 Brands Consumers 101

Experience Matters

MAY 6, 2015

During the Spring of 2010, my wife Karen & I had a “crazy” idea… let’s create a non-profit professional association for the people who call themselves customer experience professionals. The CXPA is a very special organization, which is built on a concept that I call M2M (Member-to-Member).

2011 102

2011 2010 Customer Experience Professionals Government 102

Kayako

OCTOBER 29, 2015

The birth of mainstream outsourcing: 2000 – 2010. In his book, The World is Flat , Tom Friedman showed that the world in the early 2000s was becoming more connected than ever thanks to economic change. Slowly coming back home: 2010 – 2015.

2010 98

2010 2015 Poor Customer Service 2005 98

Avaya

MARCH 23, 2017

So much so that nearly 90% of companies now compete solely on CX —a drastic increase from 36 % in 2010—and 50 % of consumer product investments are expected to be redirected to CX innovations—like attribute matching—by the end of this year. Driving Contextualization with Attribute Matching. sales, service, support). Contact us.

Apparel 61

Apparel 2010 Contact Center Call Center 61

Maru Group

NOVEMBER 14, 2019

December sales are slowing as consumers spend more in November, while internet sales are on the rise ; average weekly internet sales nearly tripled between November 2010 and 2017, according to the ONS (Office for National Statics). Uncovering the emotional connections with Black Friday. However, 2018 saw a decline in appetite.

Retail 40

Retail Events 2010 2018 40

Quadient

DECEMBER 16, 2021

and Section 508 of the Americans with Disabilities Act, but also to use best practices in clear language, by adhering to the Plain Writing Act of 2010. brings best practices from several leading state government implementations by requiring connectivity across multiple agencies. Facilitating multi-agency experiences.

Government 52

Government Customer Experience Multi-Channel Document 52

Kitewheel

JULY 2, 2020

By connecting your website with your marketing efforts, and using customer behavior and feedback to dynamically update call center behavior, ad targeting, and more, brands can also deliver this more engaging digital experience. . Now is the time to foster deeper connections with existing customers, letting them know that they are valued.

Retail 52

Retail Social Media 2008 Consumers 52

Customer Bliss

APRIL 26, 2016

Connect With Margie. Consult an old post of mine from 2010 on essential customer service metrics for more, or another deep dive from Client Heartbeat in 2014. Prior to her appointment to Chief Customer Officer, Margie spent 13 years as Chief Financial Officer of Personal Insurance at Liberty Mutual. Margie is on LinkedIn.

Chief Customer Officer 141

Chief Customer Officer Engagement Net Promoter Score Insurance 141

NICE inContact

SEPTEMBER 11, 2018

Founded in 2010, as TechStyle Fashion Group expanded and added new brands to its portfolio, customer service infrastructures were siloed – no overarching system supported synergy between brands. The study analyzed the impact of moving to the cloud for several companies, including fashion retailer TechStyle Fashion Group.

Contact Center 48

Contact Center Virtual Agent Net Promoter Score Fashion 48

COPC

FEBRUARY 14, 2018

The company was formed in 2010 by a couple of former Apple engineers. Today, Nest is on the leading edge of home automation technology, specializing in wifi-connected devices like thermostats, smoke detectors and security cameras. Our Nest thermostat was having a hard time maintaining a connection to our wifi network.

Customer Care 43

Customer Care Definition 2010 Customers 43

CSM Magazine

DECEMBER 18, 2018

The insights were discovered at an intensive five-day sprint during this summer’s NWG Innovation Festival, where design sprint members established that companies needto create a deeper connection based on shared values to turn customers into fans – enabling meaningful engagement. throughout the customer journey.

Banking 40

Banking 2010 2017 Customer Journey 40

CX University

FEBRUARY 6, 2018

of GDP (US Census, 2010). Ensure the feedback loop connects to the owner. This segment, comprised of your friends, moms, dads, and others is an enormous contributor to the general welfare of our communities. Companies with fewer than 500 employees: Employ 48% of the total workforce (US Census Bureau, 2016). Produce 44.5%

Customer Experience 71

Customer Experience 2001 2010 Feedback 71

Win the Customer

DECEMBER 29, 2015

Metro Bank, in the United Kingdom, run by Vernon Hill, was issued its license by the government’s Financial Service Authority in March 2010. Some “innovative” ways in which Metro Bank connects better with its customers include: 15 Minute Guarantee to Open a New Account.

Customer Service 64

Customer Service Banking Financial 2010 64

ShepHyken

NOVEMBER 2, 2018

In 2010, the boys over at Apple released Siri that astounded the world because for the first time you had a super-commercial chatbot/personal assistant that was so easy to have the mass market adapt to. You can then connect your bot to one of your databases so that an employee does not have to manually input data to provide to the customer.

Customer Journey 88

Customer Journey Blog Healthcare 2010 88

Magellan Solutions

MAY 3, 2022

Being in the front-end, call centers create a direct connection between customers (even prospects) and businesses. With operations in over 150 locations , this telecommunications and media company provides wireless network services, internet connectivity, published directory information, and data services. Financial Institutions.

Call Center 81

Call Center Telecommunications Banking Financial 81

AskNicely

AUGUST 17, 2018

In a recent webinar on The Competitive Advantage of a Customer-Obsessed Culture , Michelle Ruch, Customer Success Operations Manager at Zapproved said, “We’ve had an NPS program since 2010, so we’re coming up on eight years of having a (customer-centric) program that’s been in place.

Competitive Advantage 60

Competitive Advantage Feedback Net Promoter Score NPS 60

TechSee

SEPTEMBER 21, 2021

McKinsey reports that cablecos still account for more than 60% of all connected homes, with the key providers averaging an impressive 25% return on invested capital. This profitability and market reach indicate significant growth potential for the cable industry if they can get in the game by embracing the cable digital transformation.

2028 41

2028 Entertainment Advertising 2010 41

Russel Lolacher

MARCH 2, 2021

In 2010, the ministry was putting together something that hadn’t existed for them before. To build stronger relationships, people need to feel they can connect and count on their executive whether they are in the room or across the country. Our strategy is about putting the customer first.

Social Media 52

Social Media Government Customer Care Transportation 52

Oracle

OCTOBER 20, 2020

.” When asked how CX teams can do this, to strengthen their connection to a financial outcome, David shared some research McKinsey did around the last financial crisis: They found that businesses considered “CX leaders” bounced back faster and delivered 3x greater cumulative returns to shareholders from 2007-2010.

2007 69

2007 2010 Financial Article 69

Quadient

DECEMBER 8, 2021

With 10-15 years between refreshes, there’s potential for missed opportunity in connecting yesterday’s needs to today’s. When you started, you thought you had to solve the 2010’s problems. The impacts of CCM deployments span more than a decade from an enterprise implantation perspective. And you did.

2022 52

2022 Document 2007 2021 52

Customer Alignment

MARCH 2, 2018

months in 2013 but it still has the shortest lifespan among all C-suite executives, according to research conducted in 2010 by the Chief Customer Officer Council. The average tenure also lengthened from 23 months in 2009 to 34.5 Recently, I was talking to a client who had been approached about moving from one area of her business to another.

Chief Customer Officer 99

Chief Customer Officer Customer Experience Roadmap Workshop 99