CSM Magazine

DECEMBER 14, 2015

Temkin Group, a leading customer experience firm, has published its annual list of customer experience trends. As a part of these publications, Temkin is calling 2016 “The Year of Emotion.” ” Here are the 10 customer experience trends to watch in 2016: 1. Emotion Arising.

2016 45

2016 Customer Experience Customer Journey Mapping Contact Center 45

Alida

MARCH 10, 2017

Failing customer experience initiatives are keeping business leaders up at night. According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations. Improve the customer journey.

Customer Experience 196

Customer Experience Net Promoter Score Chief Customer Officer Customer Centricity 196

ShepHyken

NOVEMBER 28, 2016

Five Ways Artificial Intelligence is Changing the Customer Experience by Titir Pal. TechZone360) AI is also transforming the way companies interact with customers. That’s good news since the ability to consistently deliver an excellent customer experience is critical for companies in today’s hyper-competitive economy.

2016 111

2016 Article Customer Service Social Media 111

ijgolding

JUNE 14, 2016

When it comes to the subject of Customer Experience, there are many questions I would like to know the answer to. So this year, I wanted to explore another aspect of Customer Experience that I find extremely interesting. Organisations having a dedicated resource to champion their Customer Experience cause 10%.

Customer Centricity 56

Customer Centricity 2016 Customer Experience Definition 56

Beyond Philosophy

JANUARY 7, 2016

We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program. In many cases the initial focus on Customer Experience and new customer measures, like Net Promoter, delivered some improvements but they have been short-lived. My Prediction.

2016 74

2016 2002 Insurance Books 74

ShepHyken

OCTOBER 31, 2016

23 Interview Questions You Should Ask Every Customer Service Candidate by Mathew Patterson. Help Scout) How can you tell if that smart and eager customer service candidate will be an engaged and productive team member? My Comment: I’ve written about phrases that kill the customer service experience.

2016 124

2016 Article Customer Service Hotels 124

Experience Matters

SEPTEMBER 1, 2016

Temkin Group has labelled 2016 The Year of the Emotion for customer experience. As you’ll see below, we’re continuing that theme in our CX Day plans: Thought leadership video: Bruce will interview renowned author and thought […].

2016 85

2016 Leadership Customer Experience Customer Experience Professionals 85

Experience Investigators by 360Connext

JUNE 9, 2015

Gartner released research that showed by 2016 that 89% of companies will compete mainly on the customer experience they provide. To demonstrate how the experience has grown in importance, that number was 34% back in 2011. The ultimate goal is to win customers and maximize their lifetime value.

Customer Experience 292

Customer Experience Net Promoter Score Hotels 2011 292

Beyond Philosophy

JANUARY 7, 2016

We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program. In many cases the initial focus on Customer Experience and new customer measures, like Net Promoter, delivered some improvements but they have been short-lived. My Prediction.

2016 60

2016 2002 Insurance Books 60

Customer Bliss

JUNE 28, 2018

In today’s episode, Vishal and I discuss how he is managing the transformation of the culture and employee experience at Parkland in order to fundamentally improve the hospital’s customer experience. Embed the Employee Experience. Uniting the C-Suite and Various Departments for Organizational Goals. About Vishal Bhalla.

Hospitality 107

Hospitality Employee Experience Customer Experience Healthcare 107

ijgolding

FEBRUARY 20, 2017

Last night, I received an email from a good friend of mine asking for my input into a question they had been asked by the senior leadership team of their organisation. The question was as follows: What value has our business experienced as a result of all the Customer Experience (CX) work that has been done?

Customer Experience 83

Customer Experience Poor Customer Service 2016 Financial 83

Customer Bliss

JANUARY 4, 2019

Alan truly valued this experience because when he came back into customer experience in healthcare, he had a better understanding of how internal and external factors played a part in operations. How were patients and hospital staff affected by the hospital experience?

Hospitality 141

Hospitality 2018 Healthcare Customer Experience 141

Experience Matters

JANUARY 19, 2016

We just published a Temkin Group report, Lessons in CX Excellence, 2016. This report has rich insights about both B2B and B2C customer experience. The report provides insights from eight finalists in the Temkin Group’s 2015 CX Excellence Awards. Here’s the executive […].

2016 74

2016 B2C 2015 B2B 74

ijgolding

MAY 6, 2020

This is a post about customer experience (CX) transformation – about the incredible work being done by a bank in Eastern Europe in their quest to become sustainably customer centric. I first met Laura Tengerdi and Andrea (Andi) Hanyecz in 2016. The post Making Customer Experience Fun! Enjoy the read!!

Banking 93

Banking Customer Experience Customer Centricity Download 93

John Paul

JULY 17, 2018

July 17 th , 2018 – Hong Kong – John Paul, the number one worldwide loyalty solutions service that was acquired by AccorHotels in 2016, is fast expanding in Asia Pacific (APAC). This executive hire will further recruitment in senior commercial leadership positions in key countries in the Region. www.johnpaul.com.

Leadership 40

Leadership Automotive Hospitality Travel 40

Experience Matters

DECEMBER 16, 2016

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

Customer Connectedness 87

Customer Connectedness 2016 Customer Experience Customer Centricity 87

Customer Bliss

MARCH 28, 2017

I found it interesting that our work in customer experience is now expanding to airports, and Karen Ellis of the San Antonio International Airport (previously in somewhat similar roles in Houston and Atlanta) was good enough to come on the podcast and discuss some of her initiatives and challenges. Customer experience.

Customer Experience 183

Customer Experience Travel Touchpoint Hospitality 183

Customer Enthusiast

OCTOBER 26, 2018

Customers) Subscribers, employees, partners, contractors, vendors, and the community. Aspirational goal) Make customer experience our best product. It needs to be actuated: modeled by leadership, embedded in the hiring and onboarding processes, and integrated into its performance management system.

Customer Experience 90

Customer Experience Net Promoter Score 2011 Culture 90

Beyond Philosophy

DECEMBER 8, 2015

Employees are the common denominator in optimizing the customer experience. The post Eyes On The Customer Experience Prize: Will 2016 (Finally) Be The Year Of The Emotionally-Driven Employee Ambassador? appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

2016 68

2016 Customer Experience Insurance Leadership 68

Natalie Petouhof

MARCH 10, 2016

Tweet Direct Marketing News is honored to announce the 2016 Honorees to the Marketing Hall of Femme! On April 8, 2016, we’re celebrating all of their outstanding achievements and more. New this year, the event features a Leadership Summit in addition to the Awards Luncheon. You are my heros.

2016 40

2016 Marketing Events Leadership 40

CX University

MARCH 29, 2018

As it turns out, customer experience unlocks a radical capability of mapping the customer journey. From Touchpoint to Customer Journey: How the simple act of connecting the dots will start a revolution. Customer experience has made a revolutionary discovery.

Customer Experience 86

Customer Experience Touchpoint 2016 Banking 86

PeopleMetrics

AUGUST 7, 2019

For almost any initiative in business, the way to convince leadership to invest is to show them a return on investment (ROI). In turn, the best way to secure executive sponsorship in VoC is to demonstrate that improving the customer experience pays big returns. Wondering how to get leadership buy-in for VoC? Conclusion.

Leadership 70

Leadership ROI CEM 2001 70

ShepHyken

MAY 30, 2016

Customer experience: Who’s in charge here? LinkedIn) The headline finding of the study showed was that there is a direct correlation between customer experience and profitability and CEO engagement. My Comment: Who’s in charge of customer service and experience? Don’t blame them for that!

2016 72

2016 Article Customer Service Competitive Advantage 72

Customer Bliss

MARCH 29, 2017

Guest Post by Rocky Romanella, author of Tighten the Lug Nuts: The Principles of Balanced Leadership. Rocky Romanella, author of Tighten the Lug Nuts: The Principles of Balanced Leadership. As I grew in age and experience, I took on more responsibility and became hopefully a mentor and role model for others.

Leadership 208

Leadership Culture Telecommunications Customers 208

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In November 2016 I did so with tip number 1 – how to make Customer Experience a priority for the whole company – you can read it here.

Customer Experience 85

Customer Experience Customer Centricity 2016 Culture 85

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

Avaya

OCTOBER 7, 2016

Despite playing such a crucial role in customer engagement, contact centers don’t always get the attention they deserve. Customer experience today is often discussed in a marketing or branding context—through the events and promotions driven by marketing as well as spaces and packages defined by branding.

Contact Center 81

Contact Center Customer Experience Omnichannel 2016 81

CX University

MARCH 22, 2018

For a Customer Experience (CX) initiative to succeed, it needs broad support across the organization, and it needs deep, gut-level support within the C-Suite. Designing and starting up a customer-experience transformation, 2016). Designing and starting up a customer-experience transformation, 2016).

Customer Experience 66

Customer Experience 2016 Customer Centricity E Commerce 66

Experience Matters

DECEMBER 16, 2016

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. Hopefully you recognize that emotion […].

Customer Connectedness 61

Customer Connectedness 2016 Customer Experience Customer Centricity 61

CX University

JULY 9, 2018

My office has identified 5 best practices; this article will deal with just two things leadership must do in order to create an environment where engagement is possible. This simple statement signified the beginning of an authentic relationship between DTE workers and leadership, which continues to generate value for the company today.

Leadership 68

Leadership Insurance Engagement 2018 68

PeopleMetrics

APRIL 17, 2015

Today, we offer a guest post examining customer experience from a digital marketing perspective. A recent Gartner survey found that 89% of companies plan to compete primarily on the basis of customer experience (CX) by 2016. Defining Customer Experience. The Economics of Customer Experience.

Customer Experience 108

Customer Experience Marketing Wireless 2016 108

Customer Bliss

APRIL 20, 2016

Deloitte recently did a study of 7,000+ companies in 130+ countries called Deloitte Human Capital Trends 2016. Customer-Focused Organizational Decision-Making Begins With Connecting Silos. I call this one-company leadership. Moving Towards One-Company Leadership For Organizational Decision-Making.

Loyalty 165

Loyalty Chief Customer Officer Leadership B2C 165

CX Journey

APRIL 21, 2016

Image courtesy of Juju Insipired What customer experience challenges are you facing this year? Even though 2016 is already a third of the way over, I thought it would be interesting to share some findings about key customer experience challenges that have been identified for this year. Yea, I didn't think so.

2016 43

2016 Omnichannel ROI Culture 43

Customer Bliss

APRIL 27, 2016

But if you want to improve listening skills — of your leadership, or your team, or another subset — towards customer growth, how do you do that? There is a way to find the intersection point towards customer-driven growth, however. Improve Listening Skills: Your Company’s Leadership.

Leadership 173

Leadership Social Media 2016 Customers 173

Second to None

MARCH 30, 2018

Creating a great Customer Experience can serve as a huge differentiator between your brand and the rest of the competition, but it can be very challenging to establish this level of service. I’ve never been able to thank the individual who helped me, but this kind of customer experience is unforgettable.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

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. Share this page on: Tweet.

Customer Experience 49

Customer Experience 2016 Social Media Multi-Channel 49

Customer Bliss

OCTOBER 13, 2016

As we all know, though, customer defection does happen — and often it happens because of unclear issues around that same leadership. In a large, enterprise-type organization, your culture is modeled and driven by the behaviors of your senior leadership team. Preventing customer defection: The three overall steps.

Leadership 162

Leadership Culture 2016 Metrics 162