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

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

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

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

Circular Edge

MARCH 4, 2024

upgrade to address current gaps and future proof their business by establishing the latest technology foundation for Continuous Innovation, including mobile, Orchestrator and RPA. “We Featured customer success stories have included bringing customers back from off maintenance, rolling out Orchestrations, upgrading 9.2

Transportation 52

Transportation Apparel Sports 2017 52

ijgolding

OCTOBER 2, 2017

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. On the 3rd October 2017, the world will once again celebrate CX Day. Click here to find out about my Customer Experience Book!

2017 63

2017 Customer Experience Customer Experience Professionals 2027 63

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 you to know them.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

C3Centricity

SEPTEMBER 24, 2017

I was giving a talk earlier this month in which I mentioned that technology is an enabler not a disruptor of business today. Not because I was speaking about customer centricity as a disruptor, but because it was an all-female group. Technology is an enabler; it’s customer-centricity that is the disruptor today.

Technology 48

Technology Transportation Customer Centricity Entertainment 48

SurveySensum

JULY 10, 2023

This understanding enables them to provide personalized experiences, meet changing preferences, and build customer loyalty, ultimately leading to exceptional retail customer service. So, are you building and leveraging customer-centric culture in your business? If not, then it’s high time.

Retail 52

Retail Customer Service Exceptional Customer Service Customer Centricity 52

TechSee

APRIL 16, 2019

Measuring performance-based KPIs, such as first contact resolution (FCR), Net Promoter Score (NPS) and truck rolls are imperative to ensuring a smooth and customer-centric operation. Proactive assistance is the practice of identifying and resolving customer issues before they become problems. Proactivity is Key.

Call Center 126

Call Center Culture Contact Center Net Promoter Score 126

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. CX is not like a sales methodology, or a new technology. One does not need to look very deep to see how customer centricity lies at the heart of every decision the company makes.

Customer Experience 66

Customer Experience 2016 Customer Centricity E Commerce 66

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. A mobile phone is an extension of self.

Loyalty 45

Loyalty Brands Customer Centricity Culture 45

TechSee

APRIL 17, 2018

With all the AI hype in 2017, the customer service industry expected smart machines to truly transform the customer experience. Scale service capabilities to meet rising customer care demands. In today’s digital age and customer-centric marketplace, customer-driven demand for support and care continue to rise.

Customer Service 95

Customer Service Call Center 2017 Interaction 95

SurveySensum

JULY 10, 2023

This understanding enables them to provide personalized experiences, meet changing preferences, and build customer loyalty, ultimately leading to exceptional retail customer service. So, are you building and leveraging customer-centric culture in your business? If not, then it’s high time.

Retail 40

Retail Customer Service Exceptional Customer Service Customer Centricity 40

Eptica

JULY 19, 2017

Date: Wednesday, July 19, 2017 Customer service expectations – comparing Asia and the West. Published on: July 19, 2017. However, research demonstrates that in many areas Asian consumers have the highest customer experience demands of all. There is a relentless focus on innovation and novelty in everything that people do.

Customer Service 54

Customer Service 2030 Insurance 2017 54

Eptica

APRIL 12, 2017

Date: Wednesday, April 12, 2017 Shaping the future of customer experience. Published on: April 12, 2017. Author: Olivier Njamfa Given its importance to the bottom line, customer experience is high on the priority list of CEOs, CMOs and CIOs alike.

Customer Experience 55

Customer Experience 2017 Retail Contact Center 55

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

Second to None

JANUARY 22, 2019

Too often, brands blame a lack of technology or resources for their organizational problems. “Companies are rendered irrelevant by their scarcity of new thinking not the introduction of new technologies. The beauty of asking these two questions is that the answers can lead you to existing technology.

2005 48

2005 Telecommunications 2018 Voice of Customer 48

CustomerSuccessBox

DECEMBER 6, 2021

He is a world-renowned Customer Success growth expert, consultant, and thought leader, Lincoln is one of those celebrated earliest evangelists for Customer Success. He is a complete customer-centric growth mastermind. Puneet is one of the prominent advocates in the Customer Success space. Jeff Breunsbach.

2022 52

2022 Customer Success 2021 Consulting 52

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. Much of the improvement has been driven by advancements in product innovation and digital technology.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Second to None

APRIL 11, 2018

Consumer preferences are continually shifting, and brands that manage to update their CX platform to meet this moving target are positioning themselves to provide a great value to customers. Check out the following five trends in the Customer Experience world, curated by Dom Nicastro for CMSWire.

Customer Experience 54

Customer Experience 2018 Voice of Customer 2017 54

ShepHyken

NOVEMBER 13, 2017

Each week I read a number of customer service articles from various online resources. Improving Customer Experience with a Customer Centric Culture by Mansi Bhatia. CustomerThink) Customer experience (CX) has gained a newfound glory in today’s industrial landscape. Here are my top five picks from last week.

2017 15

2017 Article Customer Service E Commerce 15

Second to None

FEBRUARY 4, 2020

Advanced technology has served as a disrupting factor in most industries, but it has been especially impactful for grocery brands. We are witnessing revolutionary changes to brick-and-mortar store layouts, customer relationship building efforts, and the overall value proposition to the customers they serve. SOURCE: Deloitte.

Customer Journey 48

Customer Journey 2013 Retail Apparel 48

Comm100

MARCH 8, 2017

Roy Atkinson is a senior writer and analyst who specializes in guiding organizations to better customer service and customer service management. His Twitter explores the connection between customer service and technology, and is jam-packed with useful customer service resources. Kate Nasser. KateNasser.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Clicktools

JANUARY 13, 2017

There’s a renewed emphasis on CX and it’s going to trend big through 2017. This year, will companies just pay lip service to jumping on the CX bandwagon or will they really make the substantial internal process improvements to truly improve the customer experience? The post What’s at the center of your CX strategy?

E Commerce 49

E Commerce E-support 2017 Employee Experience 49

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

Second to None

APRIL 18, 2019

Marketing strategies inevitably change over time–especially when that time covers the birth of social media, a slew of technological advances and the blossoming of a new generation. Cultural shifts have led to the adoption of new customer demands and values, pushing companies to evolve towards these changes. 2,3] [link].

Marketing 76

Marketing Customer Experience Social Media Fashion 76

ProProfs Chat

JANUARY 7, 2020

The core value of outstanding customer service is centralized around attending to the needs and expectations of your customers through careful listening. Therefore, to prevent the relationship from stagnating, you have to be constantly looking out for newer and innovative opportunities for experience enhancement. .

Customer Service 112

Customer Service Customer Centricity Customers Customer Journey 112

Oracle

JANUARY 11, 2018

Almost every marketplace is going through massive transformation and disruption in customer experience. What worked to engage your customers in 2017, or earlier, may not bring you success in 2018. Look at companies such as Amazon and Uber for examples of how quickly an industry can change customer expectations.

2018 53

2018 Social Media 2017 Customer Centricity 53

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. Your customers’ expectations are always rising and your competition is always innovating. CX is an ongoing process.

Measurement 49

Measurement Net Promoter Score Customer Experience Average Handle Time 49

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. Fulfilled agents also have a lower turnover rate (a common industry problem that saps companies’ precious time, resources, and affects customer care).

Contact Center 42

Contact Center 2018 Customer Centricity Social Media 42

Second to None

FEBRUARY 14, 2018

As technology increases, customers are interacting with brands in completely novel ways. Because of these new trends, brands need to constantly measure and update the value they are providing to customers at these different touchpoints. So what does the year hold for customer service?

2018 63

2018 Social Media E Commerce E-support 63

transcosmos Information Systems

NOVEMBER 6, 2018

Financial commentators and investors have expected this to happen, seeing that technology share prices ended strong in 2017 and are continually booming this 2018. Also: 4 Customer-Oriented CEOs and What We Can Learn from Them. And with that, let’s take a look at other ways Apple makes their customer service solutions better.

Customer Service 48

Customer Service Hotels 2017 2009 48

ClearAction

OCTOBER 25, 2018

Customer-Centric Marketing: Step-Up Performance Lynn Hunsaker. Customer-centric marketing is necessary, yet far from sufficient — from customers’ and investors’ perspectives. Typical roles adopting customer-centric marketing are in the marcom area: digital, content, automation, intelligence, retention, advertising.

Customer Centricity 59

Customer Centricity Marketing 2017 Consumers 59

SurveySparrow

JANUARY 7, 2021

Whether your customers shop for their own need or on behalf of their organization, they simply expect a memorable interaction with the brand. After the pandemic, every brand is becoming customer-centric. Building an engaged customer base requires internal effort. Leverage the Benefits of Technology.

Customer Engagement 52

Customer Engagement Engagement Social Media Net Promoter Score 52

Eptica

NOVEMBER 8, 2017

Date: Wednesday, November 8, 2017 How to make your organization truly customer centric. Published on: November 08, 2017. Author: Olivier Njamfa We all know that today it’s vital to put customers at the heart of your business. How do you become more customer centric?

Customer Centricity 96

Customer Centricity Chief Customer Officer 2017 Competitive Advantage 96

Magellan Solutions

FEBRUARY 26, 2022

A business not already outsourcing is like missing one of the biggest innovations of the human workforce. On top of their natural-sounding accent and diction, Filipinos are mostly known for their customer-centric approach. Competitiveness Level: US provides the top-of-the-line technologies and customer support.

Government 40

Government 2020 Insurance Innovation 40