Eptica

MARCH 18, 2016

Customers are pushing retailers to innovate and deliver new services , improved experiences at lower prices. Therefore, you’d expect customer service to be continually improving, but the 2016 Eptica Retail Multichannel Customer Experience Study found that this isn’t the case. Share this page on: Tweet.

Retail 49

Retail E Commerce Customer Service Entertainment 49

Avaya

NOVEMBER 8, 2017

Consider that only 14% of customers worldwide feel “extremely confident” in the banking industry , yet bank reliance remains strong. So strong, that the number of accounts at global financial institutions grew by 700 million between 2011 and 2014. Make the Branch the Core of Your Omnichannel Experience.

Banking 40

Banking Multi-Channel Financial 2011 40

Currency Alliance

APRIL 23, 2019

The Pick n Pay Smart Shopper loyalty scheme was launched by Steve in 2011 and quickly became the leading loyalty program in the country – in large part because of constant innovation and relevant partnerships with complementary brands. Are there any particular lessons you care to share?

Loyalty 40

Loyalty Marketing Loyalty Programs 2011 40

Smith+co CX

JANUARY 30, 2018

And no wonder; it is because leadership teams are becoming increasingly obsessed with quick wins and superficial solutions rather than the honest work of deciding where to invest in order to create real value for customers.

2002 28

2002 2018 2017 2011 28

SmartKarrot

MAY 26, 2020

In the year 2011, a resounding statement, ‘software is eating the world’ was predicted by Marc Andreessen. The field of XaaS is all about customer engagement. The XaaS developers felt that the new way of doing business was entirely innovative. This is how the hosting environment gave birth to ‘as-a-service’ models.

Transportation 10

Transportation 2005 2011 B2B 10

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Currency Alliance

MARCH 30, 2022

The ability to innovate with scant resources – and constantly leaning on others for help. The ability to bring together complementary fields of experience to create profitable solutions based on innovative business models and modern technology. Innovating with scant resources. Smart Shopper started simple….

Loyalty 52

Loyalty Loyalty Programs Airlines Hotels 52

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Barry Dalton. Bob Thompson.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Barry Dalton. Bob Thompson.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

SmartKarrot

JANUARY 18, 2022

Found by Manoj Dawane in 2016, VTION is an Indian-origin media technology innovation company that aims at measuring media audiences by analyzing consumer trends and behaviors. The real-time data provided by VTION provides valuable insights that help marketers and advertisers understand customer behaviors. Freshworks.

2011 11

2011 E Commerce E-support 2008 11

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Confirmit’s commitment to fostering innovation is nothing new. We brought the industry’s first customer engagement hub to market.

2015 97

2015 Multi-Channel 2014 CEM 97

Amity

AUGUST 5, 2016

So I always wondered, “ What happened with that customer? ” And I knew Customer Success was the evolution of that. Since 2011, we’ve formalized our scaling efforts by implementing a customer support services team. We’re really focused on customer satisfaction and customer engagement.

Customer Success 91

Customer Success Culture Customers 2011 91

Confirmit

MAY 29, 2018

The Net Promoter Score, or NPS®, enables organizations to get a clear vision of the health of their customers’ loyalty. Turning detractors or passives into promoters is a great way to increase your score (and more importantly your customers’ loyalty). Why is NPS® Important? Harvard Business Review Press ).

Net Promoter Score 40

Net Promoter Score NPS 2003 Metrics 40

Currency Alliance

FEBRUARY 10, 2020

In 2011, the opening of a new store sparked days of riots in the city of Bristol, a hub for anti-establishment culture[ix]. Their cost should be expensed as a cost of sale, but the value they represent turns out to be an investment that drives future customer engagement and should ultimately cost less than the customer’s perceived value.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Multi-Channel 52