ProProfs Chat

JULY 27, 2018

Customer engagement happens to be a very popular buzzword among most marketing and customer success teams these days. Be a part of any planning and strategy making discussion, and it’s almost impossible not to find a mention of phrases like customer service , customer engagement and customer experience.

Customer Engagement 93

Customer Engagement Engagement Marketing Social Media 93

Alida

DECEMBER 1, 2016

A report conducted by the tech company LinkedIn, the advisory firm Capgemini and the non-profit Efma found that half of banking customers around the world now use at least one product or service from a fintech firm. In the first quarter of 2016 alone, fintech startups saw an influx of $5.2 Establishing a customer-centric culture.

Customer Experience 193

Customer Experience Financial Banking 2016 193

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

MARCH 30, 2017

Price Chopper Supermarkets, an American grocery chain with 136 stores, has one answer: customer insight. At a recent Vision Critical webinar, Sam Trimboli, consumer insights specialist at Price Chopper, joined us to discuss how customer insight is helping the company thrive in the increasingly fragmented grocery industry.

Customer Insights 145

Customer Insights Insights Webinar Innovation 145

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. Ready for 2017 and beyond?

2017 61

2017 Customer Engagement Engagement Contact Center 61

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

Tricia Morris

JANUARY 29, 2016

Of course I am referring to their expertise and engagement with the game Minecraft – a game that, once you overcome the lack of impressive graphics and a tad bit of motion sickness, will teach you all you need to know about the most disruptive and transformative shift of control in managing, maintaining, and maturing customer relationships, ever.

Customer Engagement 71

Customer Engagement Engagement Travel Advertising 71

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

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

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. Ready for 2017 and beyond?

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. Ready for 2017 and beyond?

2017 40

2017 Customer Engagement Engagement Contact Center 40

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. But rewards programs alone – no matter how good – aren’t going to create customer loyalty. Are you a loyal employee?

Rewards Programs 133

Rewards Programs Hotels Travel Chief Customer Officer 133

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

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

BirdEye

MAY 6, 2021

We work hard to ensure that our platform enables businesses to deliver fantastic experiences at every touchpoint and allows their customers to share their experiences on review sites and social media. G2 Conversational Customer Engagement Awards – 11 awards. G2 Customer Advocacy Awards – 10 awards. G2 Summer 2020 Report.

Marketing 98

Marketing 2021 Magazine 2019 98

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

Martin Hill-Wilson

JUNE 4, 2015

The interplay between customer and employee engagement. Engagement levels are lowest in sales and service functions, where most interactions with customers occur. 50% of service workers are not engaged and an additional 22% are actively disengaged. This is a hot topic. 12 months later this had fallen to 6.5.

Customer Engagement 56

Customer Engagement Engagement 2015 Roadmap 56

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

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

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

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

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

Eptica

NOVEMBER 23, 2016

Date: Wednesday, November 23, 2016 Why you need to take a customer-centric view of digital transformation. Published on: November 23, 2016. Customers want the ability to switch between channels during their journey. Look at who your most profitable customers are, and aim to meet their needs. Why is this?

Customer Centricity 73

Customer Centricity 2016 Touchpoint Customer Experience Management 73

Eptica

MAY 25, 2016

Date: Wednesday, May 25, 2016 Mapping digital transformation in customer experience. Published on: May 25, 2016. Author: Pauline Ashenden In the fast-moving world of customer experience there is no shortage of new trends and technologies for companies to evaluate and adopt.

Customer Experience 54

Customer Experience 2016 Contact Center ROI 54

Avaya

OCTOBER 7, 2016

The evolving demands of digital-savvy customers have a deep impact on the contact center. In today’s highly connected society, customers are relying on other people around them to find information to solve issues. Despite playing such a crucial role in customer engagement, contact centers don’t always get the attention they deserve.

Contact Center 81

Contact Center Customer Experience Omnichannel 2016 81

Eptica

NOVEMBER 16, 2016

Date: Wednesday, November 16, 2016 How does customer experience affect sales growth? Published on: November 16, 2016. Author: Neil Cox Customer experience has been front of mind for marketing and customer service professionals for a number of years, but does it really have a big impact on the bottom line?

Sales 54

Sales Customer Experience 2016 Insurance 54

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

Eptica

JANUARY 15, 2016

Date: Friday, January 15, 2016 Insurance, the Internet of Things and customer experience. Published on: January 15, 2016. This has dramatically changed how insurers operate , and increased the focus on the customer experience as companies look to engage with consumers and retain their business.

Insurance 52

Insurance Customer Experience 2016 2014 52

Eptica

OCTOBER 16, 2015

Date: Friday, October 16, 2015 The opportunity for European customer experience. Author: Olivier Njamfa From Berlin to Bermuda, and San Francisco to Singapore, consumers increasingly demand a superior customer experience from the organizations that they choose to buy from. Published on: October 16, 2015.

E Commerce 75

E Commerce Customer Experience 2015 Banking 75

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Published on: January 20, 2016. Author: Robin Tandon Having recently looked back on customer experience in 2015 , what is predicted for the coming year?

Customer Service 49

Customer Service 2016 2015 E Commerce 49

Eptica

DECEMBER 7, 2016

Date: Wednesday, December 7, 2016 The art of dating your customer in Asia Pacific. Published on: December 07, 2016. Author: Vincent Giraud Often when describing the customer relationship, companies talk about beating competitors to win and retain consumers. Equally, don’t make promises that you can’t keep.

2016 74

2016 Brand Values Customer Relationships Consumers 74

Alida

JULY 11, 2018

In a panel session moderated by our very own Karen Eisen, experts from Canadian Tire, Jamieson Laboratories, CIBC and Flipp shared how they are using customer insight to improve the customer experience. Canadian Tire: Use insight to meet the needs of different customers. Customer insight also helps reduce risks at CIBC.

Insights 141

Insights Brands Banking ROI 141

Tricia Morris

MAY 31, 2016

Customer expectations are changing, and to be successful, brands’ delivery on customer experience must too. Brands must approach everything they do, but especially service and engagement, with a customer experience mentality. Customer experience gives companies a sense of purpose.

Customer Experience 55

Customer Experience 2016 Contact Center Loyalty 55

Eptica

SEPTEMBER 21, 2016

Date: Wednesday, September 21, 2016 Digital disruption in insurance – why it is all about service. Published on: September 21, 2016. From publishing to retail to transportation, new entrants have shaken up mature markets, and unseated existing leaders through innovative business models.

Insurance 60

Insurance Transportation 2016 Contact Center 60

Think Customers

MAY 10, 2016

These days, it seems as if all customers have heightened expectations for receiving consistent customer experiences. I recently had a chance to discuss some of the components of delivering a luxury customer experience with Ana M. Brant while attending the MaritzCX CXFusion 2016 conference in Las Vegas last month.

Hotels 56

Hotels Customer Experience Guest Experience 2016 56

Eptica

AUGUST 24, 2016

Date: Wednesday, August 24, 2016 Why CEOs need to focus on customer experience. Published on: August 24, 2016. Author: Olivier Njamfa Customer experience (CX) is moving rapidly towards the top of the CEO agenda as businesses realize its importance to the bottom line. The advice essentially covers four key areas: 1.

Customer Experience 49

Customer Experience 2016 Social Media Multi-Channel 49

ReviewTrackers

JUNE 29, 2017

There’s no shortcut to creating a great customer experience. It takes a thoughtful strategy, a customer-focused organization, and a design that delivers on your brand promise. But many companies fail to handle problems effectively, which contributes to poor customer experience and engagement.

Customer Experience Design 70

Customer Experience Design Customer Experience Touchpoint Social Media 70