CX University

MAY 16, 2023

In today’s global business environment, customer experience (CX) is one of the most important factors that determine the success or failure of a company. A positive customer experience can lead to customer loyalty, repeat business, and positive word-of-mouth advertising, while a negative experience can have the opposite effect.

Engagement 98

Engagement Customer Experience Advertising Culture 98

CSM Magazine

AUGUST 3, 2021

Manu Steijaert, McDonald’s Executive Vice President and Global Chief Customer Officer. McDonald’s Corporation has appointed Manu Steijaert, a McDonald’s veteran, as its first Global Chief Customer Officer. He will be leading a new Customer Experience team. There he managed restaurant innovation efforts.

Chief Customer Officer 52

Chief Customer Officer 2001 2012 Touchpoint 52

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. percent of brands are delivering leading-edge customer experience , while 33.5 Engage Customers With More Personalized Service.

E Commerce 104

E Commerce Consumers Customer Service Social Media 104

Experience Matters

NOVEMBER 4, 2015

We just published a Temkin Group report 2015 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the fourth year of the ratings, here are links to the 2012 , 2013 , and 2014 ratings.

2015 113

2015 Net Promoter Score 2012 2014 113

Avaya

OCTOBER 25, 2017

In fact, the market is heading towards bank branch innovation unlike anything we’ve ever seen. In fact, 88% of customers still want the option of a face to face discussion about their banking needs , and expect that need to remain the same five years from now. Instead, it calls for unparalleled bank branch innovation.

Banking 58

Banking Innovation Brands Financial 58

Maru Group

FEBRUARY 7, 2022

However, traditional financial institutions and lenders continue to fall short by failing to provide a frictionless customer experience. In a market already in flux, neobanks and financial technology firms (fintechs) are maximizing this missed opportunity by providing customers with deeply satisfying experiences from start to finish.

2001 89

2001 2021 Financial 2022 89

Alida

OCTOBER 2, 2017

Today’s empowered patients are demanding more from health care providers, and as a result health systems are investing more in new technology. By investing in new technologies like self-service kiosks and big data analytics, health care providers are aiming to improve the patient experience and drive satisfaction and CX scores up.

Hospitality 100

Hospitality Social Media 2012 2010 100

CSM Magazine

DECEMBER 10, 2019

Improving the customer experience will continue to be a priority for businesses in 2020, meaning driving insights from customer data has never been more important. Hazel Morton of customer feedback experts Critizr works with some of Europe’s biggest brands and businesses. Building the money story. Empowering the whole company.

2020 52

2020 Net Promoter Score 2012 Customer Centricity 52

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach. John DiJulius Follow @JohnDiJulius.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Gainsight

JULY 11, 2023

By Steve Cornwell, July 11, 2023 This morning, we announced that Gainsight acquired Northpass in the most exciting moment in my 20 years of company building and the most defining moment in the history of Digital Customer Education. I want to share how this acquisition came together and what it means for our customers and industry.

2023 40

2023 Leadership 2012 2010 40

Magellan Solutions

MARCH 21, 2024

Data is essential for innovation, advertising, and collaboration. Data accuracy is vital to innovation and expansion for all data professionals. Even small mistakes, like typos in customer details, can lead to big problems with billing and the business’s reputation. It leads to confusion, waste, risks, and disaster.

Government 52

Government Financial Innovation 2012 52

Experience Matters

SEPTEMBER 16, 2015

Here’s the executive summary: To examine the link between Net Promoter Scores® (NPS®) and loyalty, we surveyed 800 IT decision-makers from large North American firms to learn about their relationships with their technology providers. this year, almost reaching the level from our initial study in 2012. Download report for $695.

2015 89

2015 NPS Net Promoter Score B2B 89

Optimove

AUGUST 15, 2023

million people in the US will be using QR codes by 2025 – not bad for a technology that’s had more than its fair share of naysayers! Customers can scan these QR codes to instantly access additional product details, discounts, or exclusive loyalty rewards. Pretty smart!

Brands 52

Brands Marketing 2025 Events 52

Ecrion

MAY 17, 2019

Changing the customer experience, the applications of AI are thrusting us into the future of cx and beyond. Robotics and machine learning are driving new innovations across almost every industry, from mechanics to manufacturing. In 2012, Forrester reported that only 67% of people 1 used online FAQ guides. Ready to learn more?

Customer Experience 64

Customer Experience E Commerce E-support Customer Journey Mapping 64

Confirmit

SEPTEMBER 5, 2017

As a Customer Experience professional, do you find yourself struggling to show real results and tangible business outcomes? After roughly twenty years as a discrete discipline, Customer Experience (CX) is still a difficult career in which to demonstrate business value. But from a career perspective, where has it gotten them?

Customer Experience 49

Customer Experience 2012 Customer Experience Professionals 2017 49

Bill Quiseng

MAY 8, 2017

He examines the evolution of how organizations connect with their customers and how smaller and midsized businesses are finding ways to compete for customers with larger players in their space through the 4 C’s of customer information. The year was 1987, a time when technology was advancing at a tremendous pace.

2006 98

2006 2009 2017 2011 98

Customer Guru

MARCH 7, 2018

Devika Vittal is the Director of Customer Experience at UAE Exchange. She is a seasoned customer experience professional with a demonstrated history of working in the financial services industry. Her expertise in this space helped UAE Exchange win two Customer Experience Benchmarking Index Awards for 2014. About UAE Exchange.

Customer Experience 60

Customer Experience Customer Centricity Leadership Innovation 60

Tricia Morris

NOVEMBER 6, 2015

Government customer service continues to be plagued by shrinking budgets and staff, and increasing media coverage when things go wrong. While many agencies have been improving when it comes to customer service and satisfaction, overall public perception according to the American Customer Satisfaction Index (ACSI), continues to decline.

Government 81

Government Customer Service Social Media Chief Customer Officer 81

Optimove

NOVEMBER 15, 2022

Born between 1997 and 2012 and raised alongside Internet technology since the very beginning of their lives – they hold in their hands (literally, ninety-eight percent own a smartphone) an estimated annual purchasing power of $143 billion. Tip #4: Make it innovative. Tip #1: Make it personal. Even better? The result?

Engagement 105

Engagement Marketing Social Media Entertainment 105

ijgolding

JUNE 7, 2016

Unless you have been living in a cave for the last twenty years, it will not have escaped your notice that the world has been undergoing a technological revolution. I even went on a BBC TV programme in 2012, Turn Back Time , to live as my ancestors did in the early 1900s, to rekindle the experience.

Customer Experience 54

Customer Experience 2012 Hotels Customer Journey 54

BirdEye

JULY 10, 2023

Customers and brand ambassadors aren’t the only prospects out there who can support your business. The end goal is to widen their respective customer bases by increasing awareness. Expanded reach: Collaborative efforts like influencer partnerships allow brands to tap into each other’s customer base or target audience.

Brands 52

Brands Fashion Social Media Retail 52

Avaya

JULY 13, 2017

94% of customers now use their smartphones to check account balances and recent transactions. Over 60% of customers would consider storing key documents in a “virtual vault”. Overall, nearly two-thirds of customers globally are using FinTech products or services. There are many ways FSPs can digitize.

Banking 60

Banking Financial 2012 2014 60

Natalie Petouhof

SEPTEMBER 1, 2016

Tweet The phrase “customer service is the new marketing” has gained popularity with brands realizing that poor customer service takes current, and even potential customers, out of the marketing funnel. Customer care extends far beyond the traditional call center. How to Calculate Social Customer Care ROI.

ROI 45

ROI Social Media Airlines Customer Service 45

ChurnZero

FEBRUARY 1, 2019

At ChurnZero, our mission is to be the best Customer Success platform out there – and Customer Success teams sit at the heart of this goal. Since the field of Customer Success is still maturing, we feel it’s key to learn from others in the industry. Amanda Berger, Chief Customer Officer, Lucidworks.

Chief Customer Officer 53

Chief Customer Officer 2019 Customer Success Leadership 53

C3Centricity

APRIL 17, 2018

Everyone is talking about customer first strategies and why they are important. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days.

Customer Centricity 75

Customer Centricity Innovation Airlines 2002 75

Michel Falcon Experience

MARCH 17, 2023

I discuss all things related to company culture, employee performance, customer experience, and career growth, all to impact the growth of a company. Now, what is it that your customers care about the most? If you think of myself as a customer and the demographic that I lie within, I’m technically a millennial.

Hospitality 60

Hospitality Customer Experience Banking Sports 60

SurveySparrow

FEBRUARY 2, 2020

One of the most exciting innovations of modern times, the first self-contained digital camera was introduced by Eastman Kodak in 1975. The same company was declared bankrupt in 2012. Innovation is at times misdiagnosed by many companies. It’s not always about inventing new technology or product. What does that tell you?

Innovation 52

Innovation 2012 Document Culture 52

ShepHyken

NOVEMBER 28, 2022

Each week, I read many customer service and customer experience articles from various resources. When CEOs Engage Directly with Customers by G. Harvard Business Review) Customer expectation in the United States has held steady for the last decade, while customer satisfaction has deteriorated. by Debbie Laskey.

Article 12

Article 2022 Customer Service Contact Center 12

Natalie Petouhof

MAY 25, 2016

The issue with old smoke detector technology was their limited functionality: • Inability of traditional smoke detectors to discern between a real disaster such as a home fire and a minor issue such as burnt toast. It was created in 2012 after a brush with tragedy. Why was Halo Smart Labs created?

2011 45

2011 2012 2014 Innovation 45

C Space

MARCH 20, 2019

But the truth is, without serious innovation, service stations will end up like deserted Wild West Main Streets. He leads our automotive practice known as auto+, focused on supporting our automotive, mobility, energy, retail and insurance clients navigate the changing automotive landscape, all from the customers’ perspective.

Apparel 45

Apparel Automotive Hotels Hospitality 45

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. So Who Are Some of The Speakers? Prior to her C.E.O.

Culture 40

Culture Competitive Advantage 2015 2012 40

Avaya

NOVEMBER 16, 2016

Open APIs: An open API model is advantageous in that it allows developers outside of companies to easily access and use APIs to create breakthrough innovations. billion GB of data were being produced every day in 2012 alone!) The technology is possible, real and waiting to be utilized. So, what’s my final suggestion?

2012 72

2012 Document Transportation Connections 72

Forrester's Customer Insights

DECEMBER 12, 2023

In fact, it was a theme he originally introduced in 2012 that revolves around architecting with cost in mind. Last week, Amazon.com VP and CTO Werner Vogels closed out re:Invent 2023 with his keynote address on “The Frugal Architect” This wasn’t the first time, Vogels introduced this topic.

2012 57

2012 2023 Government Information 57

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

2020 132

2020 Customer Experience Magazine Consulting 132

Gainsight

NOVEMBER 16, 2022

At every Pulse Conference, we celebrate excellence in customer success, product experience, and community by recognizing the top GameChangers in the industry who never stop challenging the status quo. Founded in 2012 and headquartered in Barcelona, Typeform has earned a reputation for excellence in the European SaaS market and beyond. .

2022 52

2022 Guest Experience 2012 Hospitality 52

Magellan Solutions

AUGUST 11, 2022

It usually covers tasks that are not regarded as being part of the core business functions, such as administrative, accounting, payroll, data recording, customer support over the phone, and others. . Businesses that encounter linguistic and cultural hurdles struggle to innovate and pay attention to detail on projects that are outsourced.

Communication 52

Communication Culture Government 2021 52

Customer Interactions

MAY 14, 2012

I’m just back from Interactions 2012 in Nashville where over 1,500 NICE customers, and NICE business and technology partners shared information and best practices, and learned about new solutions for their organizations. Next year’s conference will take place in Orlando and I am looking forward to it!

2012 29

2012 Interaction ROI Events 29