CSM Magazine

JULY 20, 2015

Customer experience management experts from Google, AT&T, Jumeirah Group, du, Emirates Islamic Bank and more are due to meet at the 2nd Annual Customer Experience Management Middle East this September in Dubai. Key speakers include: Diane Magers, Office of the Customer, AT&T Business Services.

Customer Experience Management 40

Customer Experience Management Customer Experience Management CEM 40

CSM Magazine

JUNE 12, 2015

Based on rigorous testing of CRM software applications from around the world, ISM has announced the winners of the 2015/16 Top 15 CRM Software Awards. Maximizer CRM 2015 R2 – by Maximizer Software Inc. Each software application is rated according to 179 selection criteria. Sugar CRM v. 7.6 – by Sugar CRM. ISM Top 15 CRM SMB Winners.

2015 40

2015 Customer Centricity 2020 Definition 40

Lumoa

MARCH 5, 2018

B2C customer experiences have set the tone of CX transformation. All the people, who receive advanced personalized customer treatment, come to work and. very often experience the same old "traditional" system. So, what is actually happening to B2B customer experiences? Customer Experience is the new black.

B2B 121

B2B B2C Customer Experience CEM 121

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. The result: happy, loyal customers. Clarabridge. NICE Systems. Rant & Rave.

2015 97

2015 Multi-Channel 2014 CEM 97

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. Earlier this month, Thomasz Tungaz, a venture capitalist at RedPoint, published a blog titled “Why your SaaS Startup Needs a VP of Customer Success Sooner than you Might Think”.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

transcosmos Information Systems

OCTOBER 22, 2015

What makes a company stand out from the rest is their ability to provide the best customer service. In fact, it was Robert Half, a Human Resource Firm Consultant who said, that “when the customer comes first, the customer will last.” The question is: how do you cope with customer service trends? Customer Think.

Blog 70

Blog 2015 Customer Service E Commerce 70

Kerry Bodine

JUNE 20, 2015

I’m often asked about customer experience conferences: What’s out there? I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals.

Events 97

Events 2015 2016 CEM 97

Experience Matters

OCTOBER 15, 2015

Are Customer Emotions & Behaviors the Future of Customer Experience? ” Customer experience is all about people (human beings!) Customer experience efforts must do a much better job of dealing with this reality, with both customers and employees. Customer Experience Matters (video).

2015 118

2015 Webinar Customer Experience Design Customer Experience Management 118

Beyond Philosophy

NOVEMBER 24, 2014

I meet many organizations that say they want to exceed Customer expectations at every moment of contact. The first step in exceeding your customer’s expectations is to know those expectations.”. - For most organizations, just meeting their Customer’s expectations would provide a good experience. I tell them they are mad!

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

BirdEye

AUGUST 29, 2023

Happy customers build successful businesses. You can grow, scale, and develop your business if you understand your customers’ feelings about you. Great products, the best marketing campaigns, and the costliest ads are all playing second fiddle to the power of customer satisfaction. Why is customer satisfaction important?

Customer Satisfaction 98

Customer Satisfaction Social Media Omnichannel Net Promoter Score 98

transcosmos Information Systems

OCTOBER 22, 2015

What makes a company stand out from the rest is their ability to provide the best customer service. In fact, it was Robert Half, a Human Resource Firm Consultant who said, that “when the customer comes first, the customer will last.” The question is: how do you cope with customer service trends? Customer Think.

Blog 54

Blog 2015 Customer Service E Commerce 54

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Not always, but often.

ROI 103

ROI Customer Experience NPS Financial 103

ClearAction

SEPTEMBER 28, 2015

5 Keys to Customer Experience for the Future. I have a dream that in the future we'll look back and say "Remember how hard it was to be a customer back in the 2010s? Yet, for customer experience (CX) managers in companies, these are the first things on their minds. Can this gap continue indefinitely?

Customer Experience 105

Customer Experience 2015 ROI Customer Experience Management 105

Kristina Evey

JANUARY 13, 2015

First off, I hope all of you had a wonderful holiday season and are looking forward to the promises and opportunities of 2015. . What does this have to do with your business and the customer experience? I have great plans for all of us in 2015. As far as your customers are concerned, you ARE the company.

Customer Experience 87

Customer Experience Customer Service 2015 Workshop 87

Beyond Philosophy

DECEMBER 22, 2014

But when it comes to Customer Experience, Cooties are a real thing and they are affecting the decisions that your Customer’s make. So how are cooties affecting your customer experience? The Power of Our Mind to Shape Our Customer Experiences. How to Make or Break Your Customer Experience.

Customer Experience 161

Customer Experience Books Customer Centricity Customers 161

Beyond Philosophy

DECEMBER 4, 2014

An organization’s process tells me a great deal about how Customer-centric they are. Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus.

Customer Focused 153

Customer Focused Customer Centricity Customer Journey Mapping 2015 153

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity. It’s a simple concept, really.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Beyond Philosophy

NOVEMBER 18, 2014

Do you allow Customers to use whatever channel they wish to communicate with you, or do you restrict them to one or two channels? The answer to this question can show how Customer centric your company is. This post is the fifth in a series of nine posts that uses our Naïve to Natural customer-centricity assessment.

Customer Centricity 129

Customer Centricity Net Promoter Score Social Media Books 129

ClearAction

MAY 28, 2015

If It’s Called Customer Experience, Why is it All About the Company? While companies clamor to get their share of revenue from new and existing customers, the delta between what brands say they do for customers and what actually happens has never been larger. See the math problem here?

Customer Experience 110

Customer Experience Social Media 2008 Customer Experience Management 110

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy. What emotions are we trying to evoke?

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

Tricia Morris

SEPTEMBER 4, 2015

The 2015 Employee Engagement Trends Report shows customer service employees are among the least engaged, falling behind human resources, sales, marketing, engineering, R & D, operations, finance and IT (in that order) when it comes to on-the-job engagement. Cost Center or Value Center. Small Change Can Make a Difference.

White Paper 85

White Paper Engagement Customer Service 2015 85

ClearAction

OCTOBER 10, 2017

Solving Complex Challenges through B2B Customer Experience Lynn Hunsaker. “Our customer experience team really wants to make systemic and strategic changes that span the company, so we only tackle situations that our normal business-as-usual processes are not normally suited to tackle.

B2B 83

B2B Customer Experience 2015 Workshop 83

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Why Systems Matter to Your Customers.

Net Promoter Score 120

Net Promoter Score Customer Experience Customer Centricity CEM 120

Michel Falcon Experience

OCTOBER 10, 2014

. It was in 2007 that I set a goal to become a customer experience consultant and keynote speaker. I recognized that the companies we admire have made a premeditated effort to put their customers at the core of their business. Being a capitalist, I focus my attention on customer experience because of revenue and profits.

Customer Experience 143

Customer Experience Net Promoter Score 2007 Customer Centricity 143

TechSee

APRIL 2, 2019

And with 51% of Americans now preferring to shop online, the pressure on customer support operations is about to increase exponentially. From speech recognition and voice analytics to neuro-linguistic programming, they seek to solve customer’s problems by telling them what to do. What is Computer Vision AI? Object Recognition.

Contact Center 174

Contact Center Average Handle Time Insurance B2C 174

Retently

AUGUST 9, 2018

How much do you focus on customer retention? If you don’t, you’re likely to hemorrhage money in the long run, given that acquiring new customers will cost you 5 times more than retaining existing clients. Because it’s one of the best ways to increase customer satisfaction and trust in your brand.

Feedback 111

Feedback Insights CEM Net Promoter Score 111

Beyond Philosophy

MAY 14, 2015

More and more of your Customers believe access to self-service options is essential to their relationship with your business. Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance.

White Paper 160

White Paper 2014 2015 2012 160

Tricia Morris

AUGUST 21, 2015

The top challenges organizations say they face in delivering a superior customer experience are: (1) consistency across channels, (2) ensuring that all inquiries are responded to and documented, and (3) utilizing customer data to identify trends. Customer experience is how a customer feels about a company over time.

Customer Focused 111

Customer Focused Customer Relationship Management 2015 Events 111

Clarabridge

OCTOBER 27, 2015

Provide a better customer experience (CX) , and your business will do better. But research shows that 45% of organizations actually find it very difficult to tie customer experience investments to business outcomes.*. This does not mean that their customer experience management (CEM) initiatives are failing.

CEM 75

CEM 2015 2014 Download 75

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. Competition is great for Customer Experience.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Ecrion

MAY 17, 2019

Changing the customer experience, the applications of AI are thrusting us into the future of cx and beyond. While they can make processing quicker and job sites safer, these technologies also play another important role: ai in customer experience is transforming the way companies interact with their customers.

Customer Experience 64

Customer Experience E Commerce E-support Customer Journey Mapping 64

ClearAction

JANUARY 12, 2022

Customer-centered management is straightforward business sense,” declared the first article 1 in this six-part CEO’s Guide to Growth series. Modern corporate governance replaces shareholder primacy with balanced attention among five vital stakeholders: customers, employees, suppliers, communities and shareholders.

Government 62

Government 2019 Net Promoter Score Customer Centricity 62

SuiteCX

JANUARY 21, 2016

We are all trying to be more customer centric, but it isn’t easy. How to Get a Deeper Understanding of Your Customers for 2016. suitecx ©2015, suitecx Inc. December 20, 2015 Customer Experience Management: How can you get a deeper understanding of your customers for 2016?

2016 40

2016 2015 Customer Centricity Leadership 40

Lumoa

JULY 10, 2018

Most business leaders believe that customer experience will be the key driver for their company’s competitiveness going forward. However, when it comes to the actual customer experience management, things get difficult. It is not too difficult to listen to the customer. Not always, but often.

ROI 121

ROI Customer Experience Financial NPS 121

SuiteCX

DECEMBER 20, 2015

As marketers, we are all focused on improving our customer experience and generating more revenue. suitecx ©2015, suitecx Inc. November 30, 2015 Customer Experience Improvement: Finding the Right Data Strategy As marketers, we are all focused on improving our customer experience and generating more revenue.

Customer Experience 40

Customer Experience 2015 Social Media Call Center 40

SuiteCX

DECEMBER 22, 2015

8 Customer Experience Predictions for 2016. 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.

2016 40

2016 Customer Experience CEM 2015 40

Michel Falcon Experience

OCTOBER 23, 2014

Back when I was hustling to become a customer experience consultant and keynote speaker, I spent 1000′s of hours researching how companies become leaders in customer experience. I examined companies like Starbucks and Zappos in awe of how they grew to become a world-renowned, customer focused organization.

2015 154

2015 Competitive Advantage Employee Experience Customer Retention 154