Clarabridge

MARCH 1, 2017

Miami will be hotter than ever when C3 2017 begins in just two months. Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. Discussions of case studies that show the strategic value of customer experience management. Lisa holds a B.A.

2017 40

2017 Workshop Events Customer Experience Professionals 40

Clarabridge

MARCH 1, 2017

Miami will be hotter than ever when C3 2017 begins in just two months. Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. Discussions of case studies that show the strategic value of customer experience management. Lisa holds a B.A.

2017 40

2017 Workshop Events Customer Experience Professionals 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. Who can apply? What’s in it for you? Intrigued?

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

JANUARY 4, 2017

As a discipline, customer experience is growing up. 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.

2017 40

2017 Customer Experience Return on Investment Competitive Advantage 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. Who can apply? What’s in it for you? Intrigued?

2017 40

2017 Customer Experience Hotels Airlines 40

Bob Hayes

DECEMBER 17, 2017

All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. These skill areas are: 1) subject matter expertise, 2) technology/programming and 3) statistics/math. I did my part this year to spread interest in analytics to more people.

2017 46

2017 White Paper Blog Competitive Advantage 46

CloudCherry

MARCH 12, 2018

Believe it or not, companies aren’t doing a great job at Customer Experience. Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. The downside is that this effects growth and profitability.

Customer Experience 170

Customer Experience Customer Journey Mapping 2017 Touchpoint 170

CloudCherry

MARCH 12, 2018

Believe it or not, companies aren’t doing a great job at Customer Experience. Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. The downside is that this effects growth and profitability.

Customer Experience 170

Customer Experience Customer Journey Mapping 2017 Touchpoint 170

Bob Hayes

DECEMBER 17, 2017

All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. These skill areas are: 1) subject matter expertise, 2) technology/programming and 3) statistics/math. I did my part this year to spread interest in analytics to more people.

2017 40

2017 White Paper Blog Competitive Advantage 40

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

Strativity

APRIL 10, 2018

Steven has a career in customer experience, most recently serving as Director of Customer Experience at ttec Digital. He was Director of Customer Experience at Ericsson and spent 8 years as Head of Consulting and Research at Beyond Philosophy. Sue: What are the global trends for customer experience?

Culture 65

Culture Automotive B2C Social Media 65

Thematic

JULY 21, 2023

Thematic also helps product managers, customer experience managers, product operations and researchers find answers in feedback that help them make data-driven decisions. How does your customer experience management software stand out from the others on the market? Was it worth it?

Feedback 62

Feedback Net Promoter Score Consulting NPS 62

COPC

MAY 11, 2017

Featured Event: May 22-25, 2017. will be speaking at CX17, a Genesys-sponsored event that includes four days keynotes, breakouts sessions, networking events, and opportunities to talk with product experts, peers and thought leaders in the customer experience industry. This customer experience research, produced by COPC Inc.

Events 40

Events Seminar 2017 Contact Center 40

Oracle

MARCH 14, 2018

Mark Grannan of Forrester, Mary Wardley of IDC, Dan Miller of Opus Research, Ken Landoline of Ovum, and Rebecca Wettemann of Nucleus Research answer the question: What are the challenges to delivering great omnichannel customer experience? Getting technology and humans to work together efficiently. Overcoming data silos.

Omnichannel 58

Omnichannel Customer Experience 2017 2018 58

Clarabridge

DECEMBER 21, 2016

The Clarabridge CX Suite is the full collection of customer experience management (CEM) solutions offered by Clarabridge. That’s because we understand that customer data from every source is important for understanding the full customer journey. Manager of Content Marketing at Clarabridge. Lisa Sigler is Sr.

CEM 40

CEM 2016 Social Media 2017 40

Clarabridge

DECEMBER 21, 2016

The Clarabridge CX Suite is the full collection of customer experience management (CEM) solutions offered by Clarabridge. That’s because we understand that customer data from every source is important for understanding the full customer journey. Manager of Content Marketing at Clarabridge. Lisa Sigler is Sr.

CEM 40

CEM 2016 Social Media 2017 40

Strativity

APRIL 10, 2018

Steven has a career in customer experience, most recently serving as Director of Customer Experience at ttec Digital. He was Director of Customer Experience at Ericsson and spent 8 years as Head of Consulting and Research at Beyond Philosophy. Sue: What are the global trends for customer experience?

Culture 40

Culture Automotive B2C Social Media 40

Strativity

JANUARY 18, 2018

Walden has a career in customer experiences, most recently serving as Director of Customer Experience at TeleTech. He was Director of Customer Experience at Ericsson and spent 8 years as Head of Consulting and Research at Beyond Philosophy. He is the author of Customer Experience Management Rebooted, 2017.

Culture 40

Culture Marketing Consulting 2017 40

COPC

JUNE 20, 2019

In the quest for faster, easier and more cost-effective service journeys, we are seeing many organisations across a wide range of industries turning to online solutions or self-service, technology-assisted interactions as the future of customer interactions. Chatbots . This represents a 5.6 times growth year on year. Overall Summary.

2018 40

2018 Touchpoint 2017 Technology 40

Alliance by IFS

JANUARY 10, 2019

From small start-ups to large international corporations, a wide range of field service industries are investing considerable resources in cognitive technologies such as learning algorithms and artificial intelligence. So we know that there is a lot of buzz around these technologies, but are service organizations actually adopting them?

Management 37

Management Download 2017 Contact Center 37

COPC

APRIL 6, 2018

This is especially true as companies increasingly focus on creating an exceptional customer experience (CX) across channels. Beyond the technological challenges related to these sorts of non-voice interactions, organizations are still not sure which metrics they should use or how to apply traditional CX metrics.

Metrics 40

Metrics Customer Focused Call Center Download 40

Bob Hayes

SEPTEMBER 18, 2017

Data were collected from January to March 2017. Potential respondents were invited to complete a survey on customer analytics best practices via the researcher’s blog and social media profiles. While customer professionals were competent in two skills (i.e., Creating a Competitive Advantage with Analytics.

Loyalty 113

Loyalty Competitive Advantage White Paper Social Media 113

Alliance by IFS

JANUARY 10, 2019

From small start-ups to large international corporations, a wide range of field service industries are investing considerable resources in cognitive technologies such as learning algorithms and artificial intelligence. So we know that there is a lot of buzz around these technologies, but are service organizations actually adopting them?

Management 24

Management Download 2017 Contact Center 24

Bold360

MAY 10, 2017

The perception that your consumers have of your company will be affected by everything, including word-of-mouth and others’ consumer experience. With this in mind, it’s more integral than ever that businesses work to build a positive customer journey on all the channels available to them.

Customer Experience 49

Customer Experience Multi-Channel Social Media Customers 49

ClearAction

OCTOBER 16, 2019

It balances growth of revenue and profit, short-term and long-term, and interests of customers, employees and investors. That’s not as impossible as it seems, given the promises of today’s technologies. Keeping the customer’s end-to-end journey in mind is essential to maximizing customer lifetime value.

ROI 59

ROI Customer Experience 2011 Customer Centricity 59

BirdEye

NOVEMBER 20, 2023

Affiliate and influencer tracking E-commerce integration Custom commission structures Real-time click and conversion tracking Affiliate portal for self-management Emerging trends in referral marketing The world of referral marketing is constantly changing, adapting to new technologies and shifts in consumer behavior.

E Commerce 62

E Commerce Marketing Multi-Channel E-support 62

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

Experience Investigators by 360Connext

JANUARY 23, 2024

Customer experience leaders are not just expected to keep up with trends in the marketplace, customer expectations, and technology, we simply MUST do so to serve customers and stay ahead of the competition. Now that even more organizations ask for feedback, customers want to know their feedback matters.

2024 143

2024 Customer Experience Omnichannel Customer Journey Mapping 143

CX Workout - Ideas Blog

AUGUST 3, 2018

Joe is the co-author of two books on the subject of customer experience, managing the customer experience, and the ownership quotient. And then finally they really worked hard, because they are in the franchise business, to share this technology with their franchisees. Joe, over to you!

Webinar 40

Webinar 2010 E Commerce Presentation 40

CX Workout - Ideas Blog

AUGUST 3, 2018

Joe is the co-author of two books on the subject of customer experience, managing the customer experience, and the ownership quotient. And then finally they really worked hard, because they are in the franchise business, to share this technology with their franchisees. Joe, over to you!

Webinar 40

Webinar 2010 E Commerce Presentation 40

CX Workout - Ideas Blog

AUGUST 3, 2018

Joe is the co-author of two books on the subject of customer experience, managing the customer experience, and the ownership quotient. And then finally they really worked hard, because they are in the franchise business, to share this technology with their franchisees. Joe, over to you!

Webinar 40

Webinar 2010 E Commerce Presentation 40

Customer Alignment

DECEMBER 18, 2017

This was the first time we heard of how experiences, rather than product or service, are a distinct economic offering. As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. 2017 promised such a lot. What did we hear, what did we see? Othello ) So, there was much talk.

2017 45

2017 2018 Chief Customer Officer NPS 45

Clarabridge

JANUARY 6, 2017

Recently, Forbes contributor Bernard Marr put together his 2017 tech predictions. Throughout the article, he forecasts the future of technology—and in one 2017 prediction, he lays out what we at Clarabridge believe is the future of customer experience management. You need to be able to prioritize reliably.

2017 40

2017 Call Recording Social Media Call Center 40

Clarabridge

JANUARY 6, 2017

Recently, Forbes contributor Bernard Marr put together his 2017 tech predictions. Throughout the article, he forecasts the future of technology—and in one 2017 prediction, he lays out what we at Clarabridge believe is the future of customer experience management. You need to be able to prioritize reliably.

2017 40

2017 Call Recording Social Media Call Center 40

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. By putting customer needs first, companies expect that agents will feel the outcome of this investment as well. They are about the customer.

Contact Center 43

Contact Center 2018 Customer Centricity Social Media 43

SurveySensum

JULY 14, 2020

With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. Kia Abbott – CCXP and Customer Experience Manager at Cape Union Mart Group.

2020 132

2020 Customer Experience Magazine Consulting 132