Eptica

NOVEMBER 9, 2016

Date: Wednesday, November 9, 2016 Connecting with your customers across APAC. Published on: November 09, 2016. Author: Vincent Giraud Traditionally brands have segmented their customer bases by demographic factors such as age, and used this information to drive specific customer experiences for each group.

Connections 72

Connections Social Media 2016 Innovation 72

Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event.

Omnichannel 40

Omnichannel Connections 2016 Contact Center 40

Win the Customer

JUNE 23, 2016

One of the big challenges for brands using social media for customer service —and also making an effort to proactively reach out to customers with live chat and chatbots on their website—is striking a balance between customer service automation and real human connections. A 2016 study by Accenture found that 83% of U.S.

Connections 94

Connections Customer Service Social Media 2016 94

Natalie Petouhof

JANUARY 24, 2016

Tweet DMN and The Hub have combined forces this year to present the Marketing&Tech Innovation Awards, which honor the most innovative strategies, platforms, and people in marketing today. Analytics Innovation. Connected Attribution Solution. Content Marketing Innovation. Email Marketing Innovation.

Innovation 40

Innovation 2016 Marketing Social Media 40

OpinionLab

NOVEMBER 1, 2016

As I spoke with customers and analysts, and listened to the keynote presentations, I found emerging commonality across three main themes: 1) Mobile is a mainstay. One Forrester analyst coined the term “landmarks” to describe the critical moments that matter in the customer journey. But the opposite is also true. Gain clarity on cost.

2016 60

2016 Innovation Return on Investment Airlines 60

Alida

DECEMBER 22, 2016

presidential election, we’re entering the new year with a global geopolitical landscape that’s more uncertain and potentially more disruptive to businesses than 2016. Gaining customer trust will become a more significant source of long-term competitive advantage. Protecting customer data would be a good start. RELATED RESOURCES.

2017 0

2017 E Commerce 2016 Social Media 0

John Paul

MARCH 18, 2020

John Paul, leader in client relations and loyalty services, and Toyota Financial Services (TFS) have created “Start Connect”, a digital assistant that makes life easier for drivers. Toyota and Lexus customers can now enjoy the Start Connect app, available in the START Confort financing package. Fuel Service.

Financial 52

Financial Connections Travel 2016 52

ShepHyken

JULY 19, 2022

Employing Brand Advocates to Improve Customer Experience. Shep Hyken interviews Megan Neale, Co-founder and COO of Limitless , a Gig CX platform that empowers people to earn money by providing brilliant customer service. They have the knowledge and passion for the brand that can be turned into a skill to help other customers.

2016 125

2016 Contact Center Brands Customer Service 125

Alida

AUGUST 3, 2016

Still unsure about attending the 2016 Customer Intelligence Summit? Tired of trying to convince your boss why you should join other customer-centric leaders in Chicago this September? The sessions and networking breaks are designed for you to learn from and connect with professionals who have similar experience.

2015 167

2015 Workshop Customer Centricity Innovation 167

Alida

JANUARY 19, 2017

Sales in athletic apparel rose 12 percent in 2016 , according to the market research firm NPD, as more consumers wear their workout clothes outside the gym. As a result, the average selling price of activewear apparel dropped by nine percent in the first quarter of 2016. Photo: Bloomberg. The rise of experiential retailing.

Retail 167

Retail Apparel E Commerce 2016 167

Talkdesk

MAY 17, 2016

Opentalk 2016 is upon us. The Talkdesk team will be spending the day at The Village in San Francisco talking to forward-thinking business leaders and learning more about the future of the customer experience. Happily, we’re diligently reporting on all the happenings and learnings at Opentalk 2016. May 17th is finally here!

2016 40

2016 Events Social Media Omnichannel 40

CSM Magazine

FEBRUARY 17, 2022

As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate. Customers (and companies) faced unprecedented problems causing query volumes to spike, which put huge pressure on customer service teams. Think about it: who would you rather get customer service from?

Customer Service 98

Customer Service 2016 2022 Brands 98

Alida

MARCH 23, 2017

According to Jen Palmer from T-Mobile , “If we don’t provide the service our customers want, expect and deserve, they can leave us.” Despite this, telecoms are notorious for having the lowest rated customer service departments and representatives of any industry. Looking beyond traditional customer experience (CX) metrics.

NPS 133

NPS Net Promoter Score Loyalty Telecommunications 133

Avaya

SEPTEMBER 2, 2016

Here in the Middle East, the biggest event that brings together technology vendors, partners, and their all-important customers is GITEX Technology Week, happening in October in Dubai. So what are we bringing for 2016? I’m proud to say that when Avaya attended GITEX in 2014, we came prepared with a solution that did just that.

Innovation 40

Innovation Feedback 2014 2015 40

Alida

SEPTEMBER 14, 2016

The countdown is on for the 2016 Customer Intelligence Summit in Chicago. The app makes it easy for you to find other attendees, set up time to connect in person and even chat on other social networks. Action : provides best practices and useful tactics for users of customer intelligence software. Here’s why.

Customer Centricity 138

Customer Centricity 2016 Innovation Events 138

ChurnZero

SEPTEMBER 8, 2022

This is a guest post by Sara Barnes , vice president of Customer Success at Skilljar. Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. In fact, customer education helps scale Customer Success , as the company scales business. . It doesn’t have to be this way.

Customer Success 98

Customer Success Customer Satisfaction Customer Retention Customers 98

Alida

JULY 28, 2016

To learn more about this topic, join us at the 2016 Customer Intelligence Summit , where Lauren Meewes, senior program manager of seller at eBay, and Catherine Makk, vice president of global insights at HarperCollins, will share how to use customer feedback to give context and meaning to big data. The rise of big data.

2010 160

2010 Social Media 2016 2013 160

Alida

AUGUST 8, 2016

Get your copy of the e-book and catch Ray Poynter’s presentations at the 2016 Customer Intelligence Summit to learn more. In my upcoming presentations at the 2016 Customer Intelligence Summit in Chicago and London , I’ll be sharing actionable tactics on how to thrive as a modern market researcher. Get closer to customers.

Marketing 174

Marketing 2016 Customer Centricity Presentation 174

Storyminers

JUNE 3, 2022

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience). 2016 Answer.

Customer Experience 59

Customer Experience 2016 2017 Wireless 59

Comm100

JANUARY 14, 2016

As technology continues to open new avenues for innovation and business transformation, so too will the shopping and buying habits of consumers. Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support.

2016 0

2016 Customer Service Social Media 2015 0

Eptica

NOVEMBER 18, 2016

Date: Friday, November 18, 2016 Customer Experience - disrupt or be disrupted. Published on: November 18, 2016. Author: Olivier Njamfa Whatever market they are in, organizations face a stark choice – innovate across their operations and get closer to customers or lose market share to more agile, flexible rivals.

Customer Experience 71

Customer Experience 2016 Innovation Hotels 71

ijgolding

SEPTEMBER 15, 2016

This can range from anything between helping you purchase a belt on Topshop to answering a customer service query regarding the location of a parcel. It was also created to replace webpages like FAQ’s (Frequently Asked Questions) and reduce the need for human staff to answer customer questions.

Innovation 0

Innovation Customer Experience Fashion 2006 0

Customer Bliss

FEBRUARY 21, 2017

The New York Times has a leader of Customer Experience (who we will soon be interviewing), and I was pleased to see that the UK is also embracing this role. During this time he really made a science of understanding the customers and looking at the data from multiple angles. About Robert. 15+ years working in the digital industry.

Chief Customer Officer 160

Chief Customer Officer B2C 2016 Leadership 160

Beyond Philosophy

FEBRUARY 27, 2017

“These new perks revolutionize how all Hilton Honors members can use their Points, senior vice president and global head of customer engagement, loyalty and partnerships Mark Weinstein said in a press release. This is a great example of a company listening to its customers and giving them what they need and want out of a rewards program.

Rewards Programs 133

Rewards Programs Hotels Travel Chief Customer Officer 133

BirdEye

AUGUST 14, 2020

5000 is ranked according to percentage revenue growth from 2016-2019. 1,042, thanks to more than 440% revenue growth from 2016 to 2019. BirdEye continues to lead the Customer Experience category based on building solutions around customers, with a complete set of tools and insights to deliver customer happiness.

2012 98

2012 2016 2019 2020 98

Alida

MARCH 21, 2018

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . What they need is a full picture—the “why” of customer behavior. Research experience is customer experience.

ROI 252

ROI Net Promoter Score NPS Telecommunications 252

CSM Magazine

AUGUST 7, 2023

The cloud-based system is used by across the company to provide end-to-end automated workflows from initial enquiry through to job completion reporting, invoicing, and customer care follow ups. “Using BigChange we have had the working practices and management structure of a much bigger company from the start.

Management 52

Management 2018 2013 Customer Relationship Management 52

Customer Bliss

APRIL 7, 2016

Tim Calkins, a marketing professor at Northwestern’s Kellogg School of Management, wrote an article in early 2016 entitled “Nobody Asked For Uber.” Growth is really about the customer. Growth is really about the customer. The central challenge of managerial decision-making for customer-driven growth.

Chief Customer Officer 185

Chief Customer Officer Leadership Hotels 2016 185

NICE inContact

MAY 12, 2017

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. In 2017, it became increasingly clear that tracking a customer’s journey needs to be part of a broader corporate imperative to coordinate marketing, selling, service and customer care. And I ought to know.

Contact Center 48

Contact Center 2017 Connections 2020 48

Avaya

JUNE 14, 2016

In fact, a study by Marchex released earlier this year estimated that I and my fellow Americans will be on hold in 2016 for more than 900 million hours. Give us a use case (problem) and with Breeze, an innovative, scalable, secure solution can be developed in days to weeks. That’s a lot of wasted time. So what do I end up doing?

Innovation 40

Innovation 2016 Contact Center Document 40

Beyond Philosophy

OCTOBER 12, 2016

When you make something personal for a customer, you start to create an emotional relationship with your product or service. And as I have been saying since 2002 when I started up my Customer Experience Consultancy, emotions influence over half of any Customer Experience outcome. The Future of the Emotional Experience.

2002 167

2002 2016 Books Consulting 167

Alida

MARCH 13, 2017

When Instagram Stories came out in August 2016 , I realized that I was only really following a handful of people on Snapchat. Finding a solution to Snapchat’s Innovator’s Dilemma. When Facebook has seemingly unlimited resources to innovate (or copy), it’s somewhat surprising that Snapchat hasn’t done more to fight to keep its users.

Innovation 0

Innovation Social Media 2016 Consumers 0

Alida

OCTOBER 4, 2016

Online communities are now an important tool in gaining ongoing customer feedback and insight. In particular, insight communities —private, online communities made up of carefully selected groups of customers who develop long-term relationships with brands—are now used by hundreds of customer-centric global brands.

Engagement 250

Engagement Entertainment Insights 2016 250

TechSee

MAY 15, 2018

While the connected home market is growing steadily, it certainly has not exploded. In fact, according to PwC’s 2017 consumer study of the IoT and the connected home, while 81% of consumers are aware of smart technology, only 26% actually own a smart device. Interoperability and Stability. Steps to overcome obstacles to adoption.

Marketing 111

Marketing Wireless 2017 2016 111

CSM Magazine

FEBRUARY 25, 2021

Megan Neale, Co-Founder and COO at Limitless explores the relationship between GigCX and Customer Lifetime Value (CLV) and how it enables brands to re-think their approach to customer service. To that end, customer loyalty can no longer be assumed as a given for brands, no matter how innovative or experimental the product on offer is.

Virtual Agent 64

Virtual Agent Customer Journey Innovation 2016 64

Lumoa

AUGUST 23, 2021

In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition. Since the pandemic began, however, the challenge has evolved into not just standing out, but instead to effectively pivot, innovate and transform your business. What have we learned during COVID?

Customer Experience 94

Customer Experience Social Media 2020 Customers 94

TechSee

MAY 1, 2018

AI is revolutionizing the way utilities operate, optimize and provide service to their customers. AI in utilities is also playing an increasingly central role in customer-facing interactions. Gartner reports that the vast majority of utilities’ investment in AI is earmarked for customer service. AI in Utilities: The paradox.

2016 132

2016 2017 Call Center ROI 132