Bold360

JANUARY 19, 2017

We love her recent blog on what CX will look like in 2017. He offers inspiration, practical advice and support for businesses who are looking to build a great customer service culture within their companies. Chip recently chatted with us about focusing on real-time analytics for 2017. Bill Quiseng. billquiseng. |. Dennis Snow.

2017 91

2017 Customer Experience Books Consulting 91

C Space

MARCH 7, 2019

Err on the side of culture. In a relentless bid to revamp their company culture, leaders often find themselves trying to solve problems that may not need solving. In 2017, he won the MRS Best Agency Award as C Space London’s joint-managing director, along with Felix Koch. Culture is fluid. Because I can never tick it off.

Culture 80

Culture Apparel Retail Advertising 80

Innovative CX

SEPTEMBER 5, 2019

How do we satisfy the needs of each while creating a culture that will support and deliver an effective CX strategy? Finally, a Pew research study states, “As of 2017 – the most recent year for which data are available – 56 million Millennials (those ages 21 to 36 in 2017) were working or looking for work.

Culture 56

Culture 2017 2016 Engagement 56

BlueOcean

MARCH 7, 2024

We saw there was a true cultural fit. The company received a Bronze Stevie in 2017, a Silver Stevie in 2019, and another Silver Stevie in 2020. “Since the beginning, I knew there was something unique about this company. This is Blue Ocean’s fourth time being recognized by the Stevie Awards.

2024 177

2024 Sales Customer Service Sports 177

ShepHyken

JANUARY 16, 2017

5 Key Customer Experience Trends for 2017 by Donna Peeples. Huffington Post) In the spirit of the New Year, here are my top 5 customer experience predictions and trends for 2017. Experts Share Their Top Choice for 2017 Contact Center Technology by Hagai Shaham. It starts with creating values that everyone can align with.

2017 87

2017 Article Customer Service Contact Center 87

ShepHyken

SEPTEMBER 18, 2017

Four Steps To Strengthen The Customer-Centric Culture In Your Company (And Improve Customer Service Along The Way!) My Comment: This article is about the importance of a customer-centric culture. It’s inside the company and ingrained in their culture. This is how it’s done! Taking care of the customer is part of everyone’s job.

2017 82

2017 Article Customer Service Hospitality 82

Storyminers

MAY 31, 2017

The 2017 KPMG Nunwood Customer Experience Excellence Analysis benchmarks CX efforts on both sides of the Atlantic. Lessons about culture, economics, design, and digital futures are freely shared in the form of guidelines, design principles, and practical activities to pursue.

2017 77

2017 Hotels Customer Experience Design Employee Experience 77

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. firms over the past seven years. The UK Temkin Experience Ratings is a cross-industry, open-standard benchmark of customer experience.

2017 74

2017 Consumers Customer Experience Customers 74

ShepHyken

APRIL 24, 2017

2017 Customer Service Expectations Survey by Gladly. My Comment: Our friends at Gladly have released their 2017 Customer Expectations Survey. Forbes) While attending CES 2017 in Las Vegas, I spent a lot of time meandering around slot machines looking for meeting rooms, restaurants and taxi stands. ” (Thank you, Fonolo!)

2017 69

2017 Article Customer Service Customer Service Training 69

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

2017 75

2017 B2C 2016 B2B 75

Clarabridge

JANUARY 4, 2017

Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. Most brands have not increased their CX budget from 2016 to 2017. 18% of companies with CX programs still aren’t engaged in any major programs to create a customer-centric culture 5. Because it’s a big deal.

2017 51

2017 Customer Experience Return on Investment Competitive Advantage 51

Forrester

MARCH 22, 2017

CX and Digital Marketing professionals need to accelerate the pace of change, so for 2017 we're deep-diving into four key themes: ● The future of digital CX. Creating and nurturing a CX-driven culture. What does it really mean to instill a customer-obsessed culture and what are the hallmarks of a CX-driven organization?

2017 72

2017 Customer Experience Sports Events 72

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

Experience Matters

NOVEMBER 15, 2017

The post 2017 Temkin Group CX Excellence Award Winners appeared first on Customer Experience Matters®.

2017 81

2017 2016 Customer Centricity Culture 81

Eptica

FEBRUARY 22, 2017

Date: Wednesday, February 22, 2017 Building a strong customer-focused service culture. Published on: February 22, 2017. Essentially, it recommends building a service culture based on 5 key principles: 1). That is a big cultural shift for many organizations. But how do you achieve this? Implementation and testing V.

Culture 55

Culture Customer Focused 2017 Effort Score 55

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

ShepHyken

NOVEMBER 27, 2017

Zappos for Good Bolsters Company Culture and Customer Experience by Jim Tierney. The post 5 Top Customer Service Articles For the Week of November 27, 2017 appeared first on Shep Hyken. My Comment: What I like about this article is that the author took six ideas and turned them into statements you can share with others.

2017 76

2017 Article Customer Service Loyalty Programs 76

ShepHyken

MAY 29, 2017

McKinsey & Company interviews Françoise Mercadal-Delasalles, head of corporate resources and innovation at France’s Société Générale about their internal service culture. The post 5 Top Customer Service Articles For the Week of May 29, 2017 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

2017 96

2017 Article Customer Service Airlines 96

ShepHyken

JANUARY 4, 2017

To kick off the start of 2017 I could share my “Top Seventeen Ways to Deliver Great Customer Service in 2017.” So, if there is one thing that will make a difference in your customer service for 2017 (and every year thereafter), it is to get everyone in the organization in alignment with your customer service mantra.

Customer Focused 97

Customer Focused Culture Customer Journey Mapping 2017 97

Experience Matters

JUNE 5, 2017

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets to their organization.

2017 53

2017 Engagement Customer Experience Customer Centricity 53

ShepHyken

DECEMBER 11, 2017

Top 10 Wow Customer Service Stories for 2017 by Shaun Belding. Shaun Belding) With 2017 drawing to a close, we’ve gone through our notes to find what we felt were the top 10 Wow customer service stories of the year. The post 5 Top Customer Service Articles For the Week of December 11, 2017 appeared first on Shep Hyken.

2017 76

2017 Article Customer Service Customer Success 76

Clarabridge

JANUARY 4, 2017

Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. Most brands have not increased their CX budget from 2016 to 2017. 18% of companies with CX programs still aren’t engaged in any major programs to create a customer-centric culture 5. Because it’s a big deal.

2017 40

2017 Customer Experience Return on Investment Competitive Advantage 40

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. The post Opentalk 2017: How To Design Customer Experiences To Create Fans appeared first on Talkdesk.

2017 40

2017 Customer Experience Government Loyalty 40

Experience Matters

MARCH 29, 2017

We just published a Temkin Group report, Employee Engagement Benchmark Study, 2017. This is the sixth year that we’ve published the benchmark of U.S. The research is based on an online survey on Q3 2016. Take a look at our Employee Engagement Resource Page). For the sixth year in a row, Temkin Group used the […].

2017 53

2017 Engagement 2016 Customer Centricity 53

ShepHyken

SEPTEMBER 11, 2017

A Pop Culture Guide to Customer Care Training by Matt Searfoss. The post 5 Top Customer Service Articles for the Week of September 11, 2017 appeared first on Shep Hyken. Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week.

2017 82

2017 Article Customer Service Customer Service Training 82

ShepHyken

MAY 8, 2017

.” There are plenty of stats and facts – and some charts – to back up the concept that a customer-focused approach should be at the top of your list for your organization’s culture and strategy. The post 5 Top Customer Service Articles For the Week of May 8, 2017 appeared first on Shep Hyken.

2017 81

2017 Article Customer Service Airlines 81

Strativity

APRIL 10, 2018

Creating a Patient-Centric Culture. He is the author of Customer Experience Management Rebooted (2017). Strativity is a global leading consultancy in customer experience and Culture Design www.strativity.com. By Steven Walden, Strativity Group. Sue: What are the global trends for customer experience?

Culture 65

Culture Automotive B2C Social Media 65

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. Here’s more information on one of the videos available in this library.

2017 40

2017 Customer Experience Government Loyalty 40

ShepHyken

NOVEMBER 6, 2017

The post 5 Top Customer Service Articles For the Week of November 6, 2017 appeared first on Shep Hyken. Three Lessons From Superhero Team-Ups For Customer Service by Paul Selby. ( My Comment: If you’re a superhero fan, then you will love this article. Follow on Twitter: @Hyken.

2017 84

2017 Article Customer Service Customer Service Training 84

Experience Matters

JUNE 5, 2017

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets to their organization.

2017 48

2017 Engagement Customer Experience Customer Centricity 48

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. Fundamentally, we are still a retail culture/consumer society. Retail Customer Support: Big Box vs. Mailbox.

2017 40

2017 Retail Entertainment Hotels 40

ShepHyken

MAY 22, 2017

2017 Customer Experience Lessons from the Airline Industry…So Far by Sarah Frazier. The post 5 Top Customer Service Articles For the Week of May 22, 2017 appeared first on Shep Hyken. This article touches on how losing the human touch can be bad for business. Follow on Twitter: @Hyken.

2017 82

2017 Article Customer Service Airlines 82

eglobalis

FEBRUARY 26, 2018

Top 30 Customer Experience New Books, I Read in 2017 and 2018 Expected Books. The post 30 Top Customer Experience New Books I read in 2017 & Expected Books for 2018, Which I Highly Recommend! appeared first on Eglobalis.

Books 97

Books 2017 2018 Customer Experience 97

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

2017 48

2017 B2C 2016 B2B 48

ShepHyken

MAY 15, 2017

D CEO) Half a century after its incorporation papers were filed, the Dallas-based carrier is working harder than ever to reinforce its unique corporate culture. The post 5 Top Customer Service Articles For the Week of May 15, 2017 appeared first on Shep Hyken. A Look at Southwest Airlines 50 Years Later by Joseph Guinto. (D

2017 69

2017 Article Customer Service Airlines 69

Confirmit

SEPTEMBER 27, 2017

The case studies featured in our 2017 ACE Award Winners' Showcase demonstrate how the Voice of the Customer has the power to drive an organization forward, delivering positive customer experiences, changing business culture, and generating significant Return on Investment.

2017 40

2017 Return on Investment Hospitality Insurance 40

Confirmit

SEPTEMBER 27, 2017

The case studies featured in our 2017 ACE Award Winners' Showcase demonstrate how the Voice of the Customer has the power to drive an organization forward, delivering positive customer experiences, changing business culture, and generating significant Return on Investment.

2017 40

2017 Return on Investment Hospitality Insurance 40