TechSee

APRIL 10, 2018

Driven by a need to improve the ever-evolving customer experience at scale, the customer care industry is rapidly moving to more digital, multichannel, self service first, automated service practices. By 2021, Gartner estimates the market will increase in size to approximately $46 billion. Capturing the opportunity.

Call Center 139

Call Center Technology Competitive Advantage 2016 139

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Start here.

2017 61

2017 Customer Engagement Engagement Contact Center 61

ENGAGE.cx

AUGUST 18, 2015

It is crucial for brands to adapt to this evolving expectation, otherwise it can negatively impact customer perceptions of the brand for years to come. By 2016, 89% of companies surveyed plan to compete on the basis of customer experience. Investing in customer experience pays off.

Customer Experience 66

Customer Experience 2016 Touchpoint Retail 66

CX Journey

MAY 24, 2017

It appeared on their blog on August 29, 2016. Quite simply: without employees, you have no customer experience. The linkage between employee engagement and experience and the customer experience has been proven. But what tools do we give to employees to prepare them to deliver a great customer experience?

Engagement 61

Engagement Customer Experience Customer Journey Mapping 2016 61

OpinionLab

SEPTEMBER 16, 2016

Despite the attention-grabbing heading, there is a lot of truth in what they said: organizations are now falling over themselves to deliver better customer experiences across all channels and are becoming increasingly innovative in their approaches. Of course, your customers don’t care about any of this.

Voice of Customer 107

Voice of Customer 2016 Omnichannel Touchpoint 107

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Start here.

2017 40

2017 Customer Engagement Engagement Contact Center 40

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Start here.

2017 40

2017 Customer Engagement Engagement Contact Center 40

NICE inContact

AUGUST 25, 2016

According to Gartner’s report, Bridge Silos of Customer Engagement, or Risk Killing Your customer Experience , “Customer engagement is frequently delivered in silos, even though this is a known, significant customer experience issue. The days of technology-driven process design are over.

Customer Engagement 48

Customer Engagement Connections Engagement Contact Center 48

Retently

OCTOBER 19, 2018

How do you approach customer happiness in your company? But taking customer satisfaction lightly can be dangerous too. Some studies from 2016 suggest that poor customer service costs businesses up to $62 million per year. trillion per year when their customers leave – and that’s only in the US. What Is a CCO?

Chief Customer Officer 83

Chief Customer Officer Customer Centricity Call Center Metrics 83

CX Journey

SEPTEMBER 8, 2016

It appeared on their blog on January 7, 2016. Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. What is the employee experience? Image courtesy of elinor_dear I originally wrote today's post for TandemSeven.

Customer Experience 49

Customer Experience Employee Experience Workshop Culture 49

SurveyGizmo

JULY 19, 2018

Many companies understand the value of customer experience but lack the analytics needed to strategically scale. While 75 percent of organizations believe themselves to be customer-centric, only 30 percent of consumers agree, according to Capgemini. Brands that execute this effectively (e.g., Nordstrom, Zappos, etc.)

Technology 65

Technology Net Promoter Score Chief Customer Officer 2016 65

Experience Matters

JANUARY 9, 2017

The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. Here’s the […].

2017 75

2017 B2C 2016 B2B 75

Storyminers

MAY 4, 2016

[originally posted on the User Testing Blog 3/06/2016 by Spencer Lanoue ]. Investing in customer experience drives revenue growth and increases customer loyalty. According to Gartner , customer experience will be the main battleground for competing companies over the next two years.

Customer Experience 56

Customer Experience Definition Interaction Customers 56

CX Journey

JUNE 22, 2017

It was published on their blog on October 25, 2016. In this second part of a two-part series, I continue detailing some important ways to ensure that your company is putting the customer at the center of all it does. In Part 1 of this two-part series, I left off with Step 3: Outline the Customer Lifecycle.

Customer Journey Mapping 58

Customer Journey Mapping Communication Customer Centricity Customer Journey 58

Experience Matters

JANUARY 9, 2017

The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. Here’s the […].

2017 48

2017 B2C 2016 B2B 48

LiveChat

OCTOBER 31, 2019

We live in a culture of instant gratification, and consumers expect a fast and convenient customer experience from brands 24/7/365. So, the ability to deliver an outstanding and unique customer experience is key to effective customer acquisition and retention. 4 automation strategies to improve customer loyalty.

Loyalty 57

Loyalty Call Center Return on Investment Consumers 57

ClearAction

OCTOBER 25, 2018

Customer-Centric Marketing: Step-Up Performance Lynn Hunsaker. Customer-centric marketing is necessary, yet far from sufficient — from customers’ and investors’ perspectives. Typical roles adopting customer-centric marketing are in the marcom area: digital, content, automation, intelligence, retention, advertising.

Customer Centricity 59

Customer Centricity Marketing 2017 Consumers 59

Touchpoint Dashboard

DECEMBER 22, 2015

Not because they weren’t key points that are important for businesses interested in true customer experience; rather, because they simply weren’t pursued the way they should have been. By Peter Haid Admittedly, I wasn’t spot-on with my predictions for 2015.

2016 30

2016 2015 Customers Customer Experience 30

Qualtrics

MAY 1, 2019

Since founding Holly Palmer Consulting in 2016, she has presented at industry conferences on topics including creating a relationship fundraising culture, how to improve donor retention and how to design a meaningful alumni research study. Key action: Ask for feedback at every touchpoint; don’t just rely on surveys.

Engagement 39

Engagement Events Workshop Social Media 39

ClearAction

AUGUST 16, 2019

Is Your Customer Engagement Really Customer-Centric? Customer engagement can yield short-term or long-term rewards or penalties, depending on how customer-centric they are. Long-term rewards: uptick that sticks or increases organically — engagement fit the customer’s expectations and circumstances. “An

Customer Centricity 48

Customer Centricity Customer Engagement Engagement 2018 48

CX Journey

MARCH 29, 2017

It was published on their blog on April 26, 2016. I recently came across some research conducted among customer experience (CX) practitioners that found that their #1 challenge this year is creating a customer-first culture. You know by now, of course, that the employee experience drives the customer experience.

Culture 47

Culture E-support Leadership Employee Experience 47

SurveySparrow

OCTOBER 25, 2019

I bet every business guru you turned to advised you to create a customer experience strategy to enhance customer experience, didn’t they? Companies with successfully implemented customer experience strategies are found to achieve higher customer satisfaction, increased revenues, and reduced customer churn.

Customer Experience 77

Customer Experience Customer Journey Mapping Multi-Channel Net Promoter Score 77

SurveyGizmo

DECEMBER 13, 2017

With the new year ahead, there is no better time than now to start discussing 2018 customer experience predictions. While taking a look at how customer experience programs matured this year, we saw a “customer obsession” shift from an operational business standpoint — a prediction Forrester made in late 2016. .

2018 58

2018 Customer Experience E-support Consumers 58

Alida

JANUARY 13, 2017

Two-thirds of CMOs are now on the hook for improving customer experience (CX). According to a 2016 study by Deloitte and the CMO Council , only a small minority of marketing leaders have made significant progress in improving CX. But that’s a limited view of the customer experience. First, understand your buyers.

Marketing 91

Marketing Customer Experience 2017 Multi-Channel 91

Bold360

SEPTEMBER 15, 2016

If you were to wager a few years back that in 2016 a vast majority of companies would identify improving customer experience as one of their highest priorities, your money couldn’t be much safer. Turning the art of customer experience measurement into a science.

Metrics 40

Metrics Measurement Customer Experience Customer Journey 40

Kustomer

JUNE 27, 2022

Recent technological advancements in customer care have not only created a much-needed pathway for brands and customers to connect, but have also served to elevate the virtual service experience as a whole. Current Trends for Customer Service Platforms. Top 12 Customer Service Software Tools for 2022.

2022 98

2022 Customer Service E Commerce E-support 98

Experience Matters

APRIL 7, 2015

In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. This year’s crop of candidates was quite competitive.

2015 97

2015 Multi-Channel 2014 CEM 97

Ian Williams

NOVEMBER 15, 2015

CX (Customer experience) is the real deal. In fact, in a survey undertaken by Gartner in 2014, 89% of marketers stated that they expect to compete primarily on the basis of CX by the year 2016. These include customer research, customer satisfaction and loyalty, to name but a few. Is CX a completely new concept?

Customer Journey Mapping 142

Customer Journey Mapping Customer Journey CEM Blog 142

Currency Alliance

MARCH 9, 2021

Headless loyalty systems are API-first loyalty platforms that enable any customer-facing platform to integrate loyalty marketing functionality into their Customer Experience (CX) via API. In most cases, these compromises also led to frustration among customers and inefficiency in business operations.

Loyalty 59

Loyalty Customer Engagement Engagement Banking 59