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. It has never been more important to focus on empowering the frontline.

Customer Engagement 48

Customer Engagement Connections Engagement Contact Center 48

Experience Investigators by 360Connext

DECEMBER 10, 2015

The post 5 Ways to Improve the Patient Experience in 2016 appeared first on Customer Experience Consulting. I had never attended a conference solely focused on healthcare, so I learned a lot about what innovative healthcare systems are doing to improve the patient experience. Healthcare […].

2016 157

2016 Healthcare Definition Consulting 157

Customercount

OCTOBER 22, 2018

CustomerCountSM Adds Significant Feature to Online Enterprise Customer Feedback Management System CRM Integration Solution Improves Customer Engagement INDIANAPOLIS, IN (January 6, 2016) – CustomerCount, the online customer feedback management system has introduced a CRM Integration Solution designed to increase customer … Continue reading (..)

Customer Engagement 40

Customer Engagement Engagement 2016 Feedback 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.

2017 61

2017 Customer Engagement Engagement Contact Center 61

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 Innovation 71

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.

2016 98

2016 Innovation Return on Investment Airlines 98

Currency Alliance

DECEMBER 7, 2016

Several years ago, the idea of customer engagement was much simpler. Merchants could interact with customers in-store or could send them marketing materials via post and email. While the customer is on the train on their way to work, while they are waiting in line for a coffee, or while they lie in bed before they go to sleep.

Customer Engagement 40

Customer Engagement Engagement Social Media Loyalty 40

Tricia Morris

DECEMBER 18, 2015

This year’s lineup of contributors includes: • Bill Patterson: Microsoft General Manager of Service Engagement. Jeanne Bliss: Chief Customer Officer Author and CXPA Co-founder. Sumair Dutta: The Service Council Chief Customer Officer and Former Aberdeen Customer Experience Analyst.

2016 72

2016 Chief Customer Officer Customer Service 2015 72

Think Customers

DECEMBER 15, 2015

In a blog post which lists the most important customer experience trends to watch out for next year, Temkin cites "the year of emotion" as the most important trend for customer experience professionals to track in 2016. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

2016 112

2016 Connections Customer Experience Customer Experience Professionals 112

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. Boosting customer satisfaction with Alliant Energy.

ROI 269

ROI Measurement Brands Net Promoter Score 269

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

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Published on: January 12, 2017. What do the findings mean for companies?

2016 59

2016 Customer Service 2017 Contact Center 59

Help.com

MARCH 14, 2016

A recent study by Gallup shows that only 29% of customers are fully engaged. Think about what that means for your brand.

2016 40

2016 Engagement Customer Engagement Customers 40

OpinionLab

JUNE 24, 2016

By using OpinionLab across your various customer engagement posts, you also build a comprehensive overview of customer journeys to make the break through changes talked about at length in New Orleans. The post The three key learnings from CXFS 2016 appeared first on OpinionLab.

2016 79

2016 Competitive Advantage Financial Insurance 79

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.

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.

2017 40

2017 Customer Engagement Engagement Contact Center 40

Experience Investigators by 360Connext

FEBRUARY 23, 2015

But James was quick to point out that there are times when the auto industry has made mistakes by listening too much to customers and not anticipating the next trends in technology or elsewhere. To that end, all GM cars will have in-car wifi by the end of 2016.

Innovation 262

Innovation Consumers Social Media 2016 262

Customercount

OCTOBER 22, 2018

To Nominate now [link] INDIANAPOLIS, IN January 20, 2016 – CustomerCount? has announced it will sponsor and present an award recognizing outstanding members of the customer engagement profession.

2016 45

2016 Presentation Customer Engagement Engagement 45

Think Customers

JANUARY 11, 2016

It's the time of the year again when savvy customer experience leaders are planning their strategies for 2016. Separating their organizations from their competition is no longer about price and features; instead it's about providing quality customer experiences. 1to1Media.com/weblog.

2016 73

2016 Customer Experience Blog Customers 73

ShepHyken

SEPTEMBER 26, 2016

Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. Telecompetitor) Contact center satisfaction has worsened over the last two years despite investments in new customer engagement channels, according to new market research released by BoldChat. Follow on Twitter: @Hyken .

2016 121

2016 Article Customer Journey Mapping Customer Service 121

CSM Magazine

JUNE 5, 2018

A 2016 study by Deloitte, revealed that millennials were more likely to rate their corporate culture as positive if they participated in community and outreach activities. The best way to seek out potential opportunities is to engage both employees and the community. Enhance Employee Morale. So, what does this mean for your business?

Customer Engagement 40

Customer Engagement Engagement Sports 2016 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.

2016 60

2016 Innovation Return on Investment Airlines 60

Influitive

JANUARY 27, 2017

To start 2017 off strong, we’re reviewing some of Influitive’s biggest B2B marketing campaigns from 2016 to see what went well and what we could improve on. (If January is the perfect time to review the past year’s ups and downs—both personally and professionally—to see how you can do better. If you’re curious about previous years,

2016 91

2016 B2B Marketing 2017 91

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

Think Customers

DECEMBER 8, 2015

As we race towards 2016 and the U.S. labor market continues to gain strength, industry observers are forecasting an upsurge among employees who jump ship from their workplaces. Strictly from a compensation standpoint, an increase in employee turnover is understandable. percent or less next year.

Engagement 75

Engagement 2016 Employee Experience Blog 75

Clicktools

MAY 24, 2017

The answer might not be as complex as you’d think—in fact, the concept is simple: a growing number of companies are turning their loyal customer bases into engaged communities to boost CX. Customer Experience versus Customer Engagement versus Community Engagement. Customer engagement.

Engagement 45

Engagement Customer Experience Social Media Customer Engagement 45

Alida

MARCH 21, 2018

What they need is a full picture—the “why” of customer behavior. CSAT and NPS are both important metrics, but they don’t reveal the attitude, emotion and intent of customers. Ongoing engagement with customers can help bridge this gap. Most customers today are not prepared to spend more than 20 minutes filling in a survey.

ROI 252

ROI Net Promoter Score NPS Telecommunications 252

BirdEye

FEBRUARY 15, 2024

Overall industry trends The landscape of online reviews witnessed notable growth and engagement in 2023, reflecting its increasing influence on consumer behavior. As things started to return to normal, the increase in review volume pointed to a recovery phase, with people getting more engaged than before.

2024 110

2024 Automotive 2023 Healthcare 110

Eptica

FEBRUARY 9, 2016

Date: Tuesday, February 9, 2016 Using email customer service to build emotional engagement. Published on: February 09, 2016. Author: Steve Nattress Email has been a mainstay of customer service since its inception , providing a digital alternative to the telephone for consumers. Share this page on: Tweet.

Engagement 52

Engagement Customer Service Social Media Contact Center 52

Michelli Experience

SEPTEMBER 15, 2016

Ernie is the now 93-year-old, World War II veteran, who started a coast-to-coast run on August 7, 2013,which he completed (some 3,000 miles later) on August 20, 2016. I saw this same passion for mastery when I ran earlier in the year with Ernie Andrus. With the passion I have for making it to the finish line, nothing will stop me.”

Engagement 92

Engagement 2013 Entertainment 2016 92

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

Talkdesk

MAY 10, 2016

In the Subscription Economy where your relationships with customers are all important, it is crucial to be able to manage those relationships closely to increase recurring sales and revenues. Services like Salesforce.com and Zendesk will enable you to monitor customer engagement so you can better respond to your customer’s comments and needs.”

2016 41

2016 Insights 2015 2013 41

Michelli Experience

DECEMBER 30, 2015

Here are my 6 commitments for 2016, I will be asking you to share your targets at the end of this post: Show-up : Surely, you have run across people who perpetually make excuses or you’ve had interactions with those who seem to be in a constant state of “trying.” It is through “otherness” and service that we matter!

2016 45

2016 2001 Social Media Books 45

CX University

JULY 9, 2018

Of these three rewards, the highest correlation exists between employee engagement and customer satisfaction. These two are more closely linked than sleeping pills with sleep, or ibuprofen with pain reduction (Moore and Humphrey, “The link between customer engagement and employee engagement”).

Leadership 68

Leadership Insurance Engagement 2018 68

Storyminers

JANUARY 26, 2016

At the end of last year, I was invited to share my customer experience predictions for 2016 with MarketForce, a sponsor-funded European Union event production company. The only guideline was to focus on what could/should happen in 2016. With the retail industry fresh on my mind as I prepared for the NRF Big Show, I […].

2016 40

2016 Retail Events Customers 40

Kustomer

OCTOBER 28, 2022

With this in mind, brands now realize that customer service is directly tied to their revenue, and are modernizing applications. How Can You Provide Differentiated Customer Service? By ignoring customer service, brands are missing out on market share and revenue. 1) Take a True Omnichannel Approach to Modernize Customer Service.

Customer Engagement 105

Customer Engagement Engagement Omnichannel 2002 105

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. So how does Hilton or any other company create true customer loyalty? Start by engaging the employees.

Rewards Programs 133

Rewards Programs Hotels Travel Chief Customer Officer 133