COPC
OCTOBER 10, 2017
Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice: Opinions, Perceptions and Expectations , was recently released during the Execs In The Know Customer Response Summit, Chicago, on September 19-21. and Execs In The Know. and Execs In The Know.
Experience Investigators by 360Connext
MARCH 24, 2015
Kevin Gibson , Consumer Experience Leader, Humana, shared how Humana has been evolving their brand and the experience to match it. curtis kopf (@ckopf1) March 20, 2014. Other topics that dominated included the challenges around multi-channel, “nomadic” customers and how difficult it is to understand them.
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Comm100
FEBRUARY 19, 2014
Channels of Accessibility. Advances in technology over the years have added at least five additional channels to the list – email, web chat, SMS, phone apps and social media. Advances in technology over the years have added at least five additional channels to the list – email, web chat, SMS, phone apps and social media.
Win the Customer
NOVEMBER 14, 2016
These days, there are multiple digital channels for customers to choose from; everything from email, live chat and of course, social media. Research has shown that in the period between 2009 and 2014, the number of Twitter users using the platform for customer service doubled to 22%. Let your customers rave. A stream of new ideas.
Experience Matters
JANUARY 20, 2015
The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. This report has rich insights about both B2B and B2C customer experience.
OpinionLab
JUNE 17, 2016
However, closer examination of industry-level detail reveals that this figure is largely being propped up by continuing relatively high COIs in sectors such as financial services (755), insurance (497) and multi-channel retail (513).
Eptica
JUNE 15, 2016
This has a major impact on the customer experience – consumers increasingly choose companies that value their time and minimize the effort they need to put in when making a purchase or finding out information. Language capabilities Consumers ask questions in a whole range of ways and using a wide variety of terms.
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