Alida

JULY 17, 2017

On July 13 2017, over two hundred Vision Critical customers, insights, marketing and CX professionals gathered in Sydney for the Asia Pacific Customer Intelligence Summit, Vision Critical’s 7th annual customer summit. As predicted by Gartner , 89% of businesses will compete primarily on customer experience by 2017.

2017 172

2017 Customer Experience Hotels 2025 172

iPerceptions

FEBRUARY 7, 2017

With innovations and consumer preferences rapidly changing, it's important to operate with a forward-thinking mindset. 2016 was a big year for digital marketing, but the world is constantly evolving.

Customer Centricity 69

Customer Centricity 2017 2016 Innovation 69

ShepHyken

OCTOBER 13, 2017

It’s all just a part of consumer demand, and customers still demand the in-store experience. That’s important because customer-centricity continues to be the driving force behind sales, and true customer loyalty. Did you catch Intelligence Report 2017? So, what’s the future of brand loyalty?

Customer Centricity 74

Customer Centricity Loyalty E Commerce Loyalty Programs 74

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

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

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? Meet Our Panel of Customer Experience Pros: Daisy Jing. Sasha Tenodi.

2016 111

2016 2017 Customer Experience Social Media 111

Experience Matters

APRIL 3, 2017

We just published a Temkin Group report, 2017 Temkin Experience Ratings, UK. This is the same customer experience benchmark that we’ve been publishing for U.S. The UK Temkin Experience Ratings is a cross-industry, open-standard benchmark of customer experience. firms over the past seven years.

2017 74

2017 Consumers Customer Experience Customers 74

Clarabridge

JANUARY 4, 2017

Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. People are still looking for a good customer experience. 45% of customers are willing to pay more for better customer service 1. 52% stop buying after a bad customer service interaction 2.

2017 51

2017 Customer Experience Return on Investment Competitive Advantage 51

Customer Alignment

DECEMBER 18, 2017

As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. 2017 promised such a lot. There was the motivation and there were clear opportunities to really begin to make a significant difference for customers and close the recognised experience gap. What did we hear, what did we see?

2017 45

2017 2018 Chief Customer Officer NPS 45

Maru Group

FEBRUARY 19, 2020

Ten years ago, the Smart Energy Consumer Collaborative (SECC) was founded to understand the wants/needs of energy consumers in North America and share those learnings with industry stakeholders. The 2020 Symposium gathered members to reflect on the past decade and look to where consumer needs are heading into the next decade.

Consumers 52

Consumers Government Chief Customer Officer Customer Centricity 52

Clarabridge

JANUARY 4, 2017

Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. People are still looking for a good customer experience. 45% of customers are willing to pay more for better customer service 1. 52% stop buying after a bad customer service interaction 2.

2017 40

2017 Customer Experience Return on Investment Competitive Advantage 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

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

Clarabridge

JULY 20, 2017

Show us how you’re delivering state-of-the-art customer experiences! We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CXC) awards – Europe. Award winners belong to an exclusive circle of leaders and innovators in customer experience.

2017 40

2017 Customer Experience Multi-Channel 2018 40

Experience Investigators by 360Connext

JANUARY 23, 2024

Streaming platforms, podcasts, and even this article are self-selected by the media consumer. So when customers who have an established relationship with a brand are treated in the same way as, and I say this literally, everyone else, then that can lead to feeling unseen and unrecognized. It’s all about staying one step ahead.

2024 143

2024 Customer Experience Omnichannel Customer Journey Mapping 143

Eptica

DECEMBER 6, 2017

Date: Wednesday, December 6, 2017 Meeting the CX needs of the connected consumer. Published on: December 06, 2017. Author: Vincent Giraud We live in the age of the connected consumer. Consumers are connected all through the day , using their devices from when they wake until last thing at night.

Connections 49

Connections Consumers 2017 Social Media 49

Talkdesk

OCTOBER 23, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. How To Design Customer Experiences To Create Fans.

2017 40

2017 Customer Experience Government Loyalty 40

Clarabridge

FEBRUARY 23, 2017

It’s *your* turn to take the stage and show us how you’ve been innovating and improving your customer’s experience. We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. They will be awarded two free passes to the C3 2017 event.

2017 49

2017 Customer Experience Hotels Airlines 49

Talkdesk

OCTOBER 23, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. How To Design Customer Experiences To Create Fans.

2017 40

2017 Customer Experience Government Loyalty 40

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Customer-Centricity Customer centricity refers to customer-oriented culture in the company.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Stella Connect

JUNE 5, 2017

Director Consumer Care Center, Banner Health. The Journey to Customer Centricity – People Powered, Customer Driven Strategy (Keynote). The Journey to Customer Centricity – People Powered, Customer Driven Strategy (Keynote). Senior Director, Global Insights & Consumer Affairs, Clorox.

Call Center 40

Call Center 2017 Contact Center Chief Customer Officer 40

Talkdesk

JULY 13, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Retail Customer Support: Big Box vs. Mailbox. Which retailers are ‘killing it’ right now?

2017 40

2017 Retail Entertainment Hotels 40

Second to None

APRIL 3, 2018

In fact, the industry has accrued seven straight years of positive growth, totaling $780 billion dollars in 2017.[1] 1] Traditional quick-service and fast-casual brands are now being forced to re-evaluate their market position because of the evolving desires of the typical customer. 1] [link]. [2] 2] [link]. [3]

Consumers 63

Consumers Brands Rewards Programs Loyalty 63

Clarabridge

MAY 2, 2017

American Family Insurance Unpacks the Importance of a Customer-Centric Culture. Attendees enjoyed learning about how to implement stellar customer service over social media, since being accessible on these channels has gone from “a nice-to-have to a must-have” for today’s digitally savvy consumers.

2017 40

2017 Insurance CEM Touchpoint 40

Clarabridge

FEBRUARY 21, 2017

It’s *your* turn to take the stage and show us how you’ve been innovating and improving your customer’s experience. We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. They will be awarded two free passes to the C3 2017 event.

2017 40

2017 Customer Experience Hotels Airlines 40

Customer Guru

DECEMBER 13, 2017

With this pace of development, consumer expectation with brands is also increased massively. Companies that are not using technology to connect and interact with their customers are becoming irrelevant for the consumer. had a budget of over £501k for investments in CX initiatives in 2017. Source: CX Networks.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

CX University

NOVEMBER 15, 2017

November 15, 2017. A customer who receives special service accommodations or recovery incentives can be tracked for changes in buying level. For customers who have responded to surveys more than once, have their satisfaction scores changed over time? . Use Customer-Centric Database for Issues Beyond CX.

2017 40

2017 Financial Consulting Customer Centricity 40

Talkdesk

OCTOBER 3, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Customer Expectations Are Rising . “55%

Contact Center 40

Contact Center 2017 2009 Advertising 40

COPC

OCTOBER 25, 2017

Chief among them are Benchmarking , Industry Consumer Research , Customer Surveys and Focus Groups. In general, the first two — benchmarking and consumer research — are great ways to establish a basic direction and set of operating assumptions. Consumer Research. Customer Surveys. Focus Groups.

Customer Centricity 40

Customer Centricity 2017 Consumers Social Media 40

Eptica

AUGUST 19, 2020

Author: Steve Nattress Every organisation understands the importance of customer experience to engaging consumers, differentiating against competitors and ultimately growing revenues. However, while businesses know they need to be customer-centric, achieving it consistently is not always easy. How can this be fixed?

Net Promoter Score 82

Net Promoter Score Customer Centricity Chief Customer Officer Culture 82

ProProfs Chat

FEBRUARY 1, 2019

Social media has quickly grown up to become the best tool to gain a clearer picture of what consumers want. Once you see the benefits of social media and create a plan of action, customer surveys become more effective and insightful. Most consumer surveys are written keeping in mind a specific goal.

Social Media 56

Social Media Consumers 2017 Advertising 56

SuiteCX

FEBRUARY 7, 2017

We all know that customer landscape is changing quickly. Over 90% of customers have higher expectations than they did last year and 64% of consumers switch some service providers every year (source: Accenture research). Customers aren’t your only problem. McKinsey CEO Guide to Customer Experience. Current State.

2017 45

2017 Customer Journey 2015 Brands 45

Alida

JUNE 30, 2017

Vehicle sales are softening, and car ownership is down, especially among younger consumers. Mobility platforms and car sharing apps are giving consumers more reasons to forego owning a car, especially in urban areas. Doing so requires understanding the evolving needs of consumers, including Millennials and Gen Z.

Automotive 138

Automotive 2025 Customer Relationships 2017 138

SuiteCX

FEBRUARY 7, 2017

We all know that customer landscape is changing quickly. Over 90% of customers have higher expectations than they did last year and 64% of consumers switch some service providers every year (source: Accenture research). Customers aren’t your only problem. McKinsey CEO Guide to Customer Experience. Current State.

2017 40

2017 Customer Journey 2015 Brands 40

Alida

APRIL 19, 2017

Many retailers struggling today failed to see the rise of e-commerce and the evolving consumer attitudes towards malls. To drive sales, the retail sector needs to close the gap between what customers want and what the industry is offering. 87 percent of retailers are now prioritizing customer retention over revenue.

Retail 173

Retail E Commerce Sports Fashion 173

LiveChat

MARCH 6, 2018

Easier said than done, there are many online businesses that are working round the clock to provide the best customer experience. While there are several reasons behind this, the most crucial one is a clear lack of a customer-centric website. The connection between customer loyalty and mission statement can’t be ignored.

Customer Centricity 28

Customer Centricity 2016 Fashion Consumers 28

ShepHyken

DECEMBER 15, 2017

As I always say, what’s happening on the inside of a company is felt on the outside by your customers. – Shep Hyken. Employee engagement is crucial for any organization striving to become more customer-centric. It is also just as crucial for organizations to adopt a strong voice of the customer programme.

Blog 120

Blog Customer Centricity Feedback 2017 120