Andrew Maher

JUNE 7, 2015

Boy did I feel lucky I was part of a A-Team lineup which spoke at the Avaya Engages 2015 in London this week. Three things just threw me for a loop. Being part of the trio with Andy Cunningham (CMO and legend in Tech Marketing) and Gary Barnett (SVP and General Manager) was for me […].

Customer Engagement 61

Customer Engagement Engagement 2015 Customers 61

Tricia Morris

OCTOBER 1, 2015

But are customer service preferences and expectations? The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. Global Similarity Highlights. Download the Full Report.

2015 97

2015 Customer Expectations Customer Service Poor Customer Service 97

Think Customers

JANUARY 3, 2016

As we embark on a new year, we can't forget the dominant trends of 2015. From virtual reality to the rise of the digital world, the past year saw emerging technologies that will likely help to elevate the customer experience throughout 2016. 1to1 Media covered numerous trends that influenced the customer experience.

2015 74

2015 Customer Experience 2016 Engagement 74

Beyond Philosophy

MARCH 16, 2015

Colin is an international author of four bestselling books and an engaging keynote speaker. The post 7 Signs of Decline for the CX Movement in 2015 appeared first on Beyond Philosophy. Follow Colin Shaw on Twitter @ColinShaw_CX.

2015 122

2015 CEM 2002 Books 122

Experience Investigators by 360Connext

DECEMBER 31, 2014

2015 is locked and loaded, right? We have big plans ourselves in 2015. In the months ahead, 360Connext will be offering some great content to help you deliver MORE for your customers. See you in 2015. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

2015 247

2015 Webinar Entertainment Leadership 247

Talkdesk

FEBRUARY 11, 2015

Is your customer-centric team actively working on providing better customer service in 2015 ? Have you been searching for trends that will help them optimize customer interactions and get a leg up on your competitors ? Below are the top six customer service trends for 2015 according to Forrester : 1.

2015 66

2015 Customer Service Customer Centricity Social Media 66

Storyminers

JANUARY 22, 2015

I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders.

2015 65

2015 White Paper Customer Experience Customer Experience Design 65

Experience Investigators by 360Connext

JANUARY 23, 2015

In January, we’ll be examining some basic ideas around social customer care , and what you can do to improve yours. Social Customer Care: Best Practices for Major Engagement. 30, January 2015. Are you ready to engage with customers on social media? 11:00 AM - 11:30 AM CST.

Customer Care 299

Customer Care Social Media Marketing Webinar 299

Braze

SEPTEMBER 28, 2023

Check out some of the best content from our annual customer engagement gatherings from over the years, since the launch of LTR in 2015 to the debut of Forge in 2020 and beyond.

2015 59

2015 2020 Customer Engagement Engagement 59

Martin Hill-Wilson

JUNE 4, 2015

The interplay between customer and employee engagement. The average proportion of employees engaged at their work could be as low as just 13%. The UK was placed 18th out of 20 countries, with UK employee engagement decreasing over the past 12 months. This is a hot topic. You can grab the sources from his article.

Customer Engagement 56

Customer Engagement Engagement 2015 Roadmap 56

Experience Investigators by 360Connext

MARCH 31, 2015

SXSW 2015 was no exception. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

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Technology Customer Experience Social Media 2015 265

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? The US picture – could do better Overall 2015 was a poor year for customer service across the US, with close to six out of ten companies (59%) seeing a fall in customer ratings according to the American Customer Satisfaction Index (ACSI).

2015 49

2015 E Commerce Customer Service Social Media 49

Tricia Morris

APRIL 22, 2016

We invite you to join us at the event for Microsoft and our customers’ speaking sessions which begin on Monday, May 23, with Microsoft general manager of customer service solutions Bill Patterson taking a look at the future of customer service, including what Microsoft has in store when it comes to virtual assistants and the Internet of Things.

Customer Engagement 40

Customer Engagement Insights Engagement 2015 40

PeopleMetrics

JULY 14, 2015

These individuals received the most customer recognition through PeopleMetrics customer experience software in 2014, proving their consistency in going above and beyond to deliver for customers. Winners of the 2015 Award are: Jen Beier of 1st National Bank. PeopleMetrics helps clients improve customer experience.

Customer Centricity 88

Customer Centricity 2015 Brands 2014 88

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. Published on: January 06, 2016. Read the full post here.

2015 50

2015 Customer Experience 2016 Social Media 50

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company. Contact Customers on their Preferred Channel.

Contact Center 44

Contact Center Customer Engagement Blog Engagement 44

CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. In 2015, that’s all subject to change - and rightfully so.

2015 71

2015 Chief Customer Officer 2003 Customer Centricity 71

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Author: Robin Tandon While the peak season for retailers isn’t yet over, many companies are already taking stock and looking at their performance, as well as studying the wider trends that emerged in the run up to Christmas 2015.

2015 49

2015 E Commerce Customer Experience 2014 49

Think Customers

SEPTEMBER 20, 2015

While on maternity leave, I took note of some customer experiences that caught my attention--some that I praised and others that left me scratching my head. Here's my list of the most noteworthy customer experiences from the summer of 2015. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

2015 107

2015 Customer Experience Blog Customers 107

CSM Magazine

FEBRUARY 16, 2016

The survey further reinforced the evolving nature of the vendor-customer relationship as 81 percent of respondents stated that customers are now more likely to expect vendors to engage with them and 73 percent said that customers also tend to compare current vendors with their competitors in regards to how they are engaged after initial sale.

Competitive Advantage 40

Competitive Advantage B2B Customer Engagement Engagement 40

Think Customers

DECEMBER 27, 2015

As we near the end of 2015, it's time to look back at the year's customer experience successes and failures in the hope that companies don't disregard them and that true learning develops from these mistakes. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

2015 72

2015 Customer Experience Blog Customers 72

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Alida

NOVEMBER 25, 2016

In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions. Reducing research costs with D E WALT and ESPN.

ROI 269

ROI Measurement Brands Net Promoter Score 269

Experience Investigators by 360Connext

JANUARY 26, 2015

And customers simply don’t understand the way hiring thousands of customer-facing employees increases the chances of having less engaged, unhappy brand representatives. It is a often a price-based customer battlefield. Social Customer Care: Best Practices for Major Engagement. 30, January 2015.

Customer Experience 274

Customer Experience Social Media Leadership Airlines 274

Experience Investigators by 360Connext

MARCH 18, 2015

A photo posted by Jeannie Walters (@jeanniewalters) on Mar 14, 2015 at 1:04pm PDT. . A photo posted by Stan Phelps (@9inchmarketing) on Mar 17, 2015 at 7:22pm PDT. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. So, yes, there are things to complain about.

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Interaction 2015 Innovation Fashion 275

GetFeedback

JULY 11, 2018

As a result, they overlook the pain points damaging the customer experience. In order to bridge it, you need a clear customer engagement strategy. And that starts with listening to the voice of the customer. Why companies fall out of sync with customers. Customer disconnect always begins with internal disconnect.

2015 207

2015 Social Media Customer Satisfaction Customer Centricity 207

Think Customers

DECEMBER 8, 2014

Disruption in business involves having the ability to sense changes occurring in technology, customer behaviors, and product demands and being able to evolve quickly and implement plans outside the norm for long-term survival. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

2015 81

2015 Innovation Customer Engagement Blog 81

Experience Investigators by 360Connext

APRIL 23, 2015

Jon Galloway (@jongalloway) April 12, 2015. Vocal customers offer valuable ideas. I asked Amy about how she hears from customers like me, who sometimes are using their app on a daily basis. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Thanks, @TripIt ! —

Social Media 218

Social Media Travel Rewards Programs Innovation 218

Experience Investigators by 360Connext

JUNE 15, 2015

Women, he believes, consider the customer more. YWCA Chicago (@YWCAChicago) June 10, 2015. Impressive #leader who understands what #customer first leadership means. A photo posted by Jeannie Walters (@jeanniewalters) on Jun 10, 2015 at 11:26am PDT. Jack Ma @AlibabaGroup “women are key to #success “!

2015 217

2015 Leadership Innovation 2014 217

PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. Without further ado, here's number 10: Starting off this list is a post for those who are confused about how to measure customer experience improvement. Keep an eye out for new posts in the new year!

2015 61

2015 Blog Customer Experience 2016 61

Experience Investigators by 360Connext

MARCH 24, 2015

Mike Zarin (@zarin) March 24, 2015. Leaders often not aligned: what they want for the customer. via Gina Bhalwalker @scottrade #ngce — Jeannie Walters (@jeanniecw) March 23, 2015. Other topics that dominated included the challenges around multi-channel, “nomadic” customers and how difficult it is to understand them.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Storyminers

JANUARY 22, 2015

I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders. The post THE 2015 CUSTOMER EXPERIENCE OUTLOOK appeared first on Mike Wittenstein. Joseph Pine II & James H.

2015 40

2015 Customer Experience Article Customers 40

SuiteCX

FEBRUARY 15, 2016

One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change. Customer Journey Mapping: Three Ways Journey Mapping Can Drive Employee Engagement. suitecx ©2015, suitecx Inc.

Engagement 40

Engagement Customer Journey Mapping 2015 Leadership 40

Experience Investigators by 360Connext

APRIL 6, 2015

That choice even makes the longer drive to the Safari Park a part of the customer’s expectation. Kaisa Ilola (@KaisaIlola) March 25, 2015. serves as a CX Expert with the Customer Experience Professionals Association and is. a Certified Customer Experience Professional (CCXP). Empowerment makes all the difference.

Customer Experience 270

Customer Experience Customer Experience Professionals 2015 Roadmap 270

Experience Investigators by 360Connext

JULY 24, 2015

Sprout Social (@SproutSocial) July 22, 2015. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Net Promoter Score 234

Net Promoter Score Metrics Effort Score 2015 234

Think Customers

NOVEMBER 7, 2014

And it won''t get any easier next year: With companies investing more than ever to differentiate their customer experience, your average offering will soon be considered poor. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy customerexperiencepredictions forresterpredictions futureofcx'

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2007 2015 2014 Loyalty 88

Forrester's Customer Insights

NOVEMBER 19, 2014

Forrester recently published its 2015 Predictions for Asia Pacific. I wanted to highlight some specific trends around customer insights (CI) and big data, two very hot topics for many AP-based organizations. Marketing is taking the lead here, as CI pros seek to use data to fuel customer engagement improvements.

2015 54

2015 Customer Insights Insights Customer Engagement 54