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% Customers Expect Effortless Experience.

Contact Center 40

Contact Center 2017 2009 Advertising 40

West Monroe

NOVEMBER 20, 2019

This raises an important question: In an industry long viewed as providing below average service, how do organizations shift their approach to keep pace with the dramatic change in customer expectations? One part of the answer is clear: Significant resources, planning, and commitment are needed.

Healthcare 45

Healthcare Customer Expectations Net Promoter Score Competitive Advantage 45

CSM Magazine

OCTOBER 24, 2023

Now in its seventh year, the awards acknowledge and celebrate Calabrio customers who are shaping the future of workforce optimisation (WFO), elevating customer experience (CX), and enhancing employee engagement within their organisations. About Calabrio Calabrio is a trusted ally to leading brands.

Connections 52

Connections Contact Center 2023 Innovation 52

SuiteCX

FEBRUARY 7, 2017

Step 1 – Understand your customers. Of course this sounds easy but this will require you actually get involved with your customers and do some journey mapping. You can’t understand what your customers expect and want by sitting in your office. McKinsey CEO Guide to Customer Experience. Step 6 – Measure and Test.

2017 45

2017 Customer Journey 2015 Brands 45

SuiteCX

FEBRUARY 7, 2017

Step 1 – Understand your customers. Of course this sounds easy but this will require you actually get involved with your customers and do some journey mapping. You can’t understand what your customers expect and want by sitting in your office. McKinsey CEO Guide to Customer Experience. Step 6 – Measure and Test.

2017 40

2017 Customer Journey 2015 Brands 40

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Customers want unique, special and innovative.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

Alida

OCTOBER 15, 2017

By taking in customer feedback and adapting product offerings to meet customer expectations, Prudential Singapore saw a 25 percent increase in customer satisfaction and a 17 point increase in NPS. Understanding your customers’ needs is now a requirement, no longer a luxury. The secret?

Competitive Advantage 100

Competitive Advantage 2025 2017 Customer Journey 100

ClearAction

OCTOBER 16, 2019

Michael Brenner, CEO of Marketing Insider, says: “The biggest mistake companies make when analyzing retention rates is not seeing that a high churn rate is the result of poor customer acquisition efforts.” Creating & keeping a customer (i.e. customer-centric management) is guided by customer lifetime value.

ROI 59

ROI Customer Experience 2011 Customer Centricity 59

Eptica

JULY 26, 2017

Date: Wednesday, July 26, 2017 Why customer experience needs to be led from the top. Published on: July 26, 2017. Author: Olivier Njamfa In today’s ultra-competitive world, senior managers understand the importance of customer experience to corporate success. Here are four places to start: 1.

Chief Customer Officer 78

Chief Customer Officer Customer Experience Airlines Insurance 78

CX Journey

MARCH 13, 2018

It appeared on their blog on December 6, 2017. The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept , choosing instead to focus on sales, metrics, and maximizing shareholder value.

2005 69

2005 Customer Centricity Customer Experience Professionals Reference 69

Strativity

NOVEMBER 8, 2017

JIM TIERNEY, LOYALTY360, NOVEMBER 07, 2017. That was part of the message from Jason Burnham, Principal, Communications & Design, Innovation Lead, Strativity on Monday during his session titled, “ Designing Purposeful Brand Experiences ,” at the first-ever Customer Expo.

Loyalty 45

Loyalty Brands Customer Centricity Culture 45

CloudCherry

JULY 25, 2018

The MIT Technology Review: Getting To Iconic report is based on surveys conducted with over 550 business executives at global firms—including retail, IT, logistics, healthcare, IT, and more— in over 30 countries between May and July 2017. Putting the customer ahead of maximizing efficiency is a common trend for Iconic firms.

Technology 170

Technology Brands Customer Experience Omnichannel 170

Comm100

JANUARY 7, 2020

“With higher expectations and more purchasing options, today’s customers are too savvy and empowered to accept the promise of stronger engagement. But while there are no participation trophies for customer centricity, there are ample rewards for companies that deliver. They need to experience it. On average, 74.5%

2020 53

2020 2019 Download Social Media 53

CSM Magazine

DECEMBER 5, 2017

It is important for executives to reorient how they view their customer service operations. The customer service leadership teams need to focus on meeting the needs of evolving customer expectations. It is imperative that the customer service professional has a level of expertise that can address more complex areas.

2018 80

2018 Customer Service 2009 2017 80

Eptica

SEPTEMBER 13, 2017

Date: Wednesday, September 13, 2017 Taking the 10 steps to CX differentiation. Published on: September 13, 2017. Author: Olivier Njamfa Do you really know what your customers think of the experience your business is delivering? Research suggests it can even have an impact on earnings and stock price.

2017 65

2017 Metrics Customer Journey Social Media 65

ProProfs Chat

NOVEMBER 17, 2017

As leading researchers indicate that organizations lose about $62 million every year due to poor customer service , you can’t expect any good with an average customer support. No matter how great your product your service is, you can’t sustain market competition without a top of the line customer service. Take a look. .

2018 111

2018 Omnichannel 2017 Technology 111

ClearAction

FEBRUARY 4, 2020

Expecting growth through CX-related programs, departments and tech is actually creating havoc in customer experience momentum. Here’s what’s happening: CX quality plateaus in 2017, 2018 and 2019 : Numerous studies report lackluster progress — by brand and by industry. Best performers top-out below 75 on a 100-point index 2.

Customer Experience 62

Customer Experience 2019 Metrics Insurance 62

Second to None

APRIL 11, 2018

You can access the article by clicking here , or by reading below: This piece was originally published by CMSWire on April 11, 2018: “Delivering strong customer experiences (CX) ties directly to your bottom line. The report also found employees are not meeting customers’ expectations: only 38 percent of U.S.

Customer Experience 54

Customer Experience 2018 Voice of Customer 2017 54

Eptica

JULY 19, 2017

Date: Wednesday, July 19, 2017 Customer service expectations – comparing Asia and the West. Published on: July 19, 2017. Author: Vincent Giraud Across the world consumer expectations are continually rising when it comes to the service they receive from organizations.

Customer Service 54

Customer Service 2030 Insurance 2017 54

Storyminers

JULY 31, 2017

Experience designers must consider the entire experience (end to end for customers and employees, regardless of channel) Strategists and marketers need to align communications, support, automated marketing, and metrics to the way customers glide through the business. Eliminating incentives based on different channels (e.g.

Customer Experience 61

Customer Experience E-support Customer Centricity Culture 61

Oracle

JANUARY 11, 2018

With ever-increasing competition in the customer experience landscape, taking a step back to reassess your business, values, and goals helps align with customer expectations and figure out what needs to change to meet them. Almost every marketplace is going through massive transformation and disruption in customer experience.

2018 53

2018 Social Media 2017 Customer Centricity 53

Second to None

MARCH 9, 2018

Customer expectations within the social media space are changing as the technology platforms become more integrated in society. Specifically, the ability to provide a high level of customer service can help improve the way that online consumers perceive your brand. Brands have a lot of work to do to meet these expectations.

Social Media 69

Social Media Customer Service 2018 Brands 69

Lumoa

OCTOBER 31, 2018

As more industries continue to be disrupted by smaller, more agile, niche specialists who are better able to meet the needs and expectations of customers, larger, legacy businesses are at serious risk of losing relevance with their customers and potentially ceasing to exist. Customers want unique, special and innovative.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. Register your interest now.

2016 267

2016 Innovation Marketing Insights 267

Eptica

MAY 25, 2017

Date: Thursday, May 25, 2017 How autonomous customers are driving Asian customer experience. Published on: May 25, 2017. Author: Vincent Giraud The relationship between customers and brands has fundamentally changed. Autonomous customers expect the same access to video when they contact a brand.

Social Media 49

Social Media Customer Experience 2017 Customer Journey 49

Eptica

JUNE 13, 2018

For example Ed Thompson talks about the importance of monitoring high level business outcome metrics that measure the organizational maturity and sustainability of a customer centric culture. You might also be interested in these posts: How can brands match customer expectations around knowledge?

Measurement 49

Measurement Net Promoter Score Customer Experience Average Handle Time 49

Answer Dash

NOVEMBER 21, 2018

(This article is originally published at IT-Online ) According to Gartner, customer experience (CX) – more than products or solutions – is the new battlefront for business, with 81% of marketers saying that by 2020 they expect to be competing mostly or completely on the basis of CX.

User Experience 75

User Experience Social Media 2025 2010 75

Stella Connect

JANUARY 30, 2017

Last month, at the National Retail Federation’s Big Show 2017 , we partnered with lululemon’s Guest Education Centre director Dave Pitsch to present “Lessons Learned from 2016 Holiday Shopping.”. It Ensures Customer Expectations Are Met. In your customers’ eyes, your people are your brand.

Retail 40

Retail Culture 2016 2017 40

Second to None

FEBRUARY 14, 2018

To learn more about some common customer service trends, check out the following list of six created by Jonathan Steiman for Forbes. This piece was originally published by Forbes on February 8, 2018: “You may still be writing “2017” on forms, but no one can deny that 2018 is in full swing. Now, customers want to engage back.

2018 63

2018 Social Media E Commerce E-support 63

ClearAction

AUGUST 16, 2019

Is Your Customer Engagement Really Customer-Centric? Customer engagement can yield short-term or long-term rewards or penalties, depending on how customer-centric they are. Long-term rewards: uptick that sticks or increases organically — engagement fit the customer’s expectations and circumstances. “An

Customer Centricity 48

Customer Centricity Customer Engagement Engagement 2018 48

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. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Who is doing this right? You guessed it) Amazon.

Exceptional Customer Service 40

Exceptional Customer Service 2018 Customer Service Hotels 40

C3Centricity

SEPTEMBER 16, 2019

As a customer first strategist (hopefully just like you), I spend a lot of my time searching how to better measure customer centricity for my clients. I also do a lot of analyses on what customers really want today. I’m always trying to understand exactly the solutions customers need, desire and dream of having.

Customer Centricity 54

Customer Centricity Measurement 2019 Customer Satisfaction 54

Talkdesk

APRIL 21, 2017

We’re less than a week away from celebrating the New Era of Customer Heroes at Opentalk 2017 in San Francisco! In this session, CEO Tiago Paiva welcomes the customer heroes in attendance and is joined by a few members of the Talkdesk team to walk through some of the major milestones and accomplishments of the past year.

Contact Center 40

Contact Center Retail Loyalty Innovation 40

Comm100

JANUARY 14, 2016

A recent Vision Critical study shows that 84% of CIOs of customer-centric companies are focusing on improving mobile customer experiences. This is primarily because more and more customers expect companies to address customer services issues on sites such as Facebook and Twitter.

2016 0

2016 Customer Service Social Media 2015 0

CX Journey

APRIL 25, 2018

It appeared in their November 28, 2017, issue. Customers are yearning for better experiences. How do you know what your customers’ expectations are? Are you listening to customers? Image courtesy of Pixabay Today's post was originally written for Brand Quarterly. It has been slightly modified.

Workshop 58

Workshop Touchpoint Culture Customer Experience Design 58

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