Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

2017 48

2017 Competitive Advantage Social Media Customer Centricity 48

Storyminers

JANUARY 24, 2017

This article appeared first January 10, 2017 at SharpenCX.com. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device. How do you expect customer expectations to change in 2017? Here’s what we learned.

Contact Center 53

Contact Center 2017 Brands Hospitality 53

Clarabridge

JANUARY 4, 2017

Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. When consumers have friendly customer service interactions online, they are 20% more likely to reach a resolution and 25% more likely to be satisfied 3. 52% stop buying after a bad customer service interaction 2.

2017 51

2017 Customer Experience Return on Investment Competitive Advantage 51

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks. When: July 4 to 5, 2017.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

ShepHyken

FEBRUARY 27, 2017

How Positive Customer Interactions Drive Positive Results by Courtney Simpson. Each party wants to gain value from the interaction. My Comment: This short article reminds us of something very important: The best customer service is typically driven by human interaction. Learn what they are doing right. Follow on Twitter: @Hyken.

2017 75

2017 Article Customer Service Retail 75

Bold360

FEBRUARY 23, 2017

The financial services industry is changing and developing at a ferocious pace, and 2017 is expected to be a year of growth, at least for those companies able to provide their customers with access to the best technology available to assist them throughout their online journey. Seeking Seamless Customer Service for Financial Industries.

2017 63

2017 Financial Banking 2014 63

QuestionPro Audience

MARCH 30, 2018

ESPN.com reports an estimated 70 million brackets were filled out in 2017, to a total of $10.4 Brands know they have an opportunity to reach a large audience, and spend the month engaging consumers via social media and advertising. billion in corporate losses in 2017. billion overall in bets. increase from 2016.

Brands 76

Brands Sports 2017 2016 76

Bold360

NOVEMBER 15, 2017

Consumers in 2017 have heightened standards for customer service and support. When they log onto a brand’s website — especially if they regularly do business with that company — they expect the experience to be personal to them. External chatbots understand each shopper’s situation and provide contextual answers, fast.

Interaction 56

Interaction Social Media 2017 Advertising 56

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! Here’s our list of the best articles from last year to help you understand the trends and show how you can provide an amazing customer experience in 2017.

2017 79

2017 Article Customer Experience Chief Customer Officer 79

CloudCherry

MARCH 12, 2018

Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. The 2017 CX Index for US companies clearly indicates leadership gap to be the main reason for the downfall of Customer Experience. Languishers – Brands that reached the summit and stalled.

Customer Experience 170

Customer Experience Customer Journey Mapping 2017 Touchpoint 170

CloudCherry

MARCH 12, 2018

Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. The 2017 CX Index for US companies clearly indicates leadership gap to be the main reason for the downfall of Customer Experience. Languishers – Brands that reached the summit and stalled.

Customer Experience 170

Customer Experience Customer Journey Mapping 2017 Touchpoint 170

ReviewTrackers

APRIL 10, 2017

Key Takeaways from ReviewTrackers Local Search and Online Reviews Survey 2017. In January 2017, ReviewTrackers reached out to a U.S.-based percent consider reviews as “influential” or “highly influential” when choosing a new local restaurant, outranking branded social media posts (17 percent) and ads (11 percent).

2017 101

2017 Social Media Automotive Consumers 101

ReviewTrackers

FEBRUARY 10, 2021

Corporate reputation management is a combination of strategies that are used to shape consumer perception of your brand. There is only one way a customer can start a journey with your brand. And that’s by interacting with your brand in some way. Does Employer Brand Matter? Remember Uber in 2017?

Management 123

Management 2017 Social Media 2015 123

Retently

JULY 28, 2023

Whichever way you look at it, it’s clear that unhappy customers ( who are much more likely to leave your brand , naturally) are a huge threat to business growth. By 2019, according to Gartner’s CXM Survey , only 11% of companies lacked a CXO and 10% a CCO – a 24% increase compared to 2017.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Clarabridge

JANUARY 4, 2017

Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. When consumers have friendly customer service interactions online, they are 20% more likely to reach a resolution and 25% more likely to be satisfied 3. 52% stop buying after a bad customer service interaction 2.

2017 40

2017 Customer Experience Return on Investment Competitive Advantage 40

ShepHyken

MAY 29, 2017

IT ProPortal) Twitter released new personalisation features, allowing customers to share their locations when interacting with branded chatbots through Twitter’s Direct Message service. The post 5 Top Customer Service Articles For the Week of May 29, 2017 appeared first on Shep Hyken. by Yaniv Reznik. (IT

2017 96

2017 Article Customer Service Airlines 96

Team HGS

JUNE 14, 2017

2017 Trend 3: The Beginning of Channel Guidance. In 2017, companies are starting to switch from offering a wide array of channel options and letting customers choose their preferred channel, to strategically guiding customers in their online help centers to the best channel for resolution, depending on the reason for contact.

2017 52

2017 Multi-Channel Average Handle Time 2016 52

Second to None

SEPTEMBER 13, 2018

Recently, Amazon made another huge leap in their brand journey, eclipsing a market value of over $1 trillion. Amazon has changed the face of the American retail industry, forcing brands of all sizes and styles to complete self-assessment in the face of this retail juggernaut.

Retail 54

Retail Brands Fashion 2017 54

ShepHyken

JUNE 29, 2021

These gaps can be felt by the customers through their digital channels, interactions with people, and a variety of things in their organization. Gaps in being a customer-obsessed organization happen when companies do not deliver their brand promise. How has the pandemic changed customer expectations and interactions?

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B2B 2017 Leadership Brands 142

ShepHyken

MAY 8, 2017

CIO) From the recent Adobe digital marketing conference, here are 10 examples of brands (and in one case, an Australian entrepreneur) that are killing it with their content marketing and/or customer experiences. By the way, these align with the things we expect from our colleagues at FCR on every customer interaction. A great resource!

2017 81

2017 Article Customer Service Airlines 81

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. Customer experience is the sum of every interaction with a brand. Leah: People are interacting with artificial intelligence and don’t even know it.

2017 41

2017 Technology Sales Healthcare 41

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. 3 Top Technology Trends from Dreamforce 2017: It’s About Artificial Intelligence. Customer experience is the sum of every interaction with a brand.

2017 41

2017 Technology Sales Healthcare 41

Customer Bliss

JANUARY 20, 2022

The reason First Direct went in this direction is that is what their best customers told them, “Kibosh the interactive voice response and get me to a real person.” First Direct’s is equally as swift, personal and helpful in mobile, social and Internet interactions. You call, and a human being answers that is ready to help.

Banking 148

Banking 2017 Books Hospitality 148

Second to None

APRIL 3, 2018

Capturing new customers is a foundational pillar of a successful fast-casual restaurant brand, but the ability to retain these first-time patrons is the true signifier of a leading Customer Experience. In fact, the industry has accrued seven straight years of positive growth, totaling $780 billion dollars in 2017.[1]

Consumers 63

Consumers Brands Rewards Programs Loyalty 63

NetBase

JUNE 8, 2020

With hit after hit coming hard at society, it is crucial for brands to be perceived as supportive/understanding. It’s also important for that brand perception to be solidly established ahead of a crisis. At times like these, brand perception is more important than ever! How to measure brand impact.

Brands 67

Brands Social Media Advertising 2020 67

ShepHyken

FEBRUARY 6, 2017

Elaine Fogel) Whether your business or organization has one or a hundred employees, it’s important to honor them, treat them with respect, and turn them into your best brand ambassadors. One of the important points of this article is that AI is enhancing human to human interactions, not replacing them. Follow on Twitter: @Hyken.

2017 84

2017 Article Customer Service Social Media 84

COPC

FEBRUARY 8, 2018

The 2017 Customer Experience Management Benchmark (CXMB) Series Corporate Edition report is nearly complete and ready for its release on March 12, 2018, at Customer Response Summit Charleston , hosted by Execs In The Know. In addition to the findings below, be sure to check out the 2017 CXMB Series Corporate Edition Executive Summary.

2017 40

2017 2018 Consumers Customer Experience Management 40

inmoment

NOVEMBER 15, 2018

Automate simple customer interactions. Emerging technology in artificial intelligence can automate simple interactions, allowing your people to focus on more complex and nuanced customer interactions. There’s nothing less efficient than bogging down highly-skilled, highly-paid employees with basic tasks.

Interaction 40

Interaction 2030 2025 Hospitality 40

Beyond Philosophy

DECEMBER 19, 2017

Ten-thousand respondents ranked brands’ Customer Experience based on six categories. These six areas drive brand advocacy and loyalty, the gold-standard for any company measuring CX performance. Per the report, brands in the U.K. Per the report, brands in the U.K. Brands in the U.S., They include: Personalization.

2002 153

2002 2017 Customer Centricity Consulting 153

Clarabridge

MAY 2, 2017

Last night, the event kicked off with a beachfront welcome reception where executives from the world’s top brands mingled and looked forward to the program ahead. Engage Everyone: Empower all employees to successfully address customer issues in real-time, ensuring that brands no longer silo the customer experience across their organization.

2017 40

2017 Insurance CEM Touchpoint 40

Alida

JANUARY 22, 2018

But for a brand to be successful in the long run, any cool gadget needs to be backed by an exceptional customer experience. Pelaton’s loyal customer base can be attributed to following the playbook of successful “cult brands.” LESSON FOR BRANDS: . LESSON FOR BRANDS: Avoid undervaluing your products.

Brands 100

Brands 2017 Customer Insights Insights 100

Storyminers

JANUARY 24, 2017

This article appeared first January 10, 2017 at SharpenCX.com. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device. How do you expect customer expectations to change in 2017? Here’s what we learned.

Contact Center 34

Contact Center 2017 Brands Hospitality 34

Eptica

JANUARY 25, 2017

Date: Wednesday, January 25, 2017 The 5 trends brands need to address for improved customer service. Published on: January 25, 2017. This means that brands are forcing consumers to spend more time on the process of receiving satisfactory service. to 9% of all interactions. the first rise for two years.

Net Promoter Score 51

Net Promoter Score Brands Customer Service 2016 51

CSM Magazine

OCTOBER 24, 2023

Since 2017, Calabrio has honoured nearly 70 companies for their dedication, innovation, and hard work in improving contact centre operations. 2023 ONE Award Winners Brand Guardian: Support Services Group The ‘Brand Guardian’ , safeguarding and enhancing the brand, was awarded to Support Services Group.

Connections 52

Connections Contact Center 2023 Innovation 52

Stella Connect

SEPTEMBER 11, 2017

In our survey, we listed five concerns we frequently hear and asked retailers how significant these concerns are for them going into the 2017 holiday season. It’s important to consider not only how well you managed holiday volume in 2016, but also what customers are seeing out there from best-in-class brands.

2017 41

2017 Retail Customer Service 2016 41

CSM Magazine

MAY 19, 2020

The organisation’s contact centre uses Puzzel’s range of voice, email, SMS, Webchat and social media capabilities to provide a joined-up learning advisory service across multiple brands for the largest college group in London. Enabling quick and easy access to relevant product knowledge directly from the Puzzel Customer Service Platform.

Brands 52

Brands Social Media 2017 Contact Center 52

Customer Bliss

NOVEMBER 9, 2017

As I look back at an article I previously wrote – What will CX Look Like in 2017 , I’m excited to see some of the progress that has been made in the industry. There’s a continuing focus on brands improving customer experience to lead customer-driven growth.

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Blog Customer Experience 2017 2018 204