Beyond Philosophy

MAY 14, 2015

Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.). 19 March 2015. 30 March 2015. (Source: Brian Manusama, Gartner.com ). While call center usage is about the same, use of FAQ pages increased from 67% in 2012 to 76% in 2014, according to Forrester. Source: Morris, Tricia.

White Paper 160

White Paper 2014 2015 2012 160

Responsetek

MAY 4, 2018

Have you ever walked into a supermarket to buy a new product, something you haven’t consumed before and stood in front of the aisle, caught in a paralysis of knowing which choice to make given the multiple brands and variants you are faced with? He argues that eliminating consumer choice can greatly reduce anxiety for shoppers.

CEM 40

CEM 2004 Consumers Presentation 40

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. What’s great about this split for the consumer? I’m sure many of you are wondering how this will affect you, the consumer. It’s ironic therefore that last week Ebay and PayPal announced that they were going to split.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

ENGAGE.cx

JULY 9, 2015

The constantly evolving technology landscape has empowered brick-and-mortar retailers to rethink traditional business models, thus creating new opportunities to capitalize on consumer desire for experience and make in-store visits more human and personalized. Retailers must find ways to bridge the gap between offline and digital channels.

Customer Experience 66

Customer Experience Hotels 2014 2025 66

ENGAGE.cx

JULY 9, 2015

The constantly evolving customer experience technology landscape has empowered brick-and-mortar retailers to rethink traditional business models, thus creating new opportunities to capitalize on consumer desire for experience and make in-store visits more human and personalized. And, of course, there is the prominence and influence of social.

Customer Experience 40

Customer Experience Hotels 2014 2025 40

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Created with the belief that fundamentally brands and consumers want the same thing – to deliver and receive great service – half of the FTSE rely on the Rant & Rave platform to proactively communicate with and gather fast feedback from their customers.

2015 97

2015 Multi-Channel 2014 CEM 97

Retently

AUGUST 9, 2018

They surveyed tons of targeted customers about every single feature the new car could have to see how willing consumers were to pay for each. By 2015, Cayenne sales generated around half of the Porsche’s total profit. You’re basically offering consumers exactly what they want – right down to the last detail.

Feedback 104

Feedback Insights CEM Net Promoter Score 104

SuiteCX

MARCH 31, 2015

CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards. Governance in Customer Journey Mapping March, 2015. Click here to view SlideShare.

Customer Journey Mapping 40

Customer Journey Mapping Government Customer Journey CEM 40

SuiteCX

DECEMBER 22, 2015

suitecx ©2015, suitecx Inc. December 20, 2015 Customer Experience Management: 8 Customer Experience Predictions for 2016 As we move into a new business year, promising to be the most CX-­‐focused ever, we wanted to share some key predictions that we believe will come to pass: 1. suitecx ©2015, suitecx Inc.

2016 40

2016 Customer Experience CEM 2015 40