Clarabridge

FEBRUARY 23, 2017

We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. This is your chance to shine a light on all that you’re doing to put the customer first. They will be awarded two free passes to the C3 2017 event. Who can apply?

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. the customer expectations.

2017 40

2017 Customer Experience Government Loyalty 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. How To Design Customer Experiences To Create Fans. the customer expectations.

2017 40

2017 Customer Experience Government Loyalty 40

Clarabridge

FEBRUARY 21, 2017

We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. This is your chance to shine a light on all that you’re doing to put the customer first. They will be awarded two free passes to the C3 2017 event. Who can apply?

2017 40

2017 Customer Experience Hotels Airlines 40

Experience Matters

NOVEMBER 15, 2017

One of the team’s strategic objectives this year was to make sure that CX is considered in decisions made across the company, and to that end it developed empathy programs, widely shared customer insights both horizontally and vertically, and established Enterprise and business unit metrics that incentivize an outside-in Read More.

2017 81

2017 2016 Customer Centricity Culture 81

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. This report has rich insights about both B2B and B2C customer experience. Here’s the […].

2017 75

2017 B2C 2016 B2B 75

CloudCherry

JULY 25, 2018

What better way is there to learn about delivering an amazing customer experience than examining how the best in the business do it? Respondents were asked a series of questions on topics including their customer experience programs , introducing new technology, and optimizing human capital. Social responsibility. “75%

Technology 170

Technology Brands Customer Experience Omnichannel 170

Kerry Bodine

JANUARY 27, 2018

As part of that effort, I recently took a look back at our most popular posts of 2017—and I wanted to share them with you here. Number 9: How “T-Rex Arms” Help Uncover Rich Customer Insights. Number 8: Customer Experience & Service Design: Let’s Be BFFs. I hope they inspire your work for 2018!

2017 0

2017 Customer Journey Mapping Customer Experience Workshop 0

ShepHyken

APRIL 3, 2017

In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. This year, attendance at several Customer Service sessions reportedly doubled from last year. Entrepreneur) What makes a brand strong in 2017? Customer Experience Spring Cleaning: Your 5 Best Investments by Blake Morgan.

2017 76

2017 Article Social Media Customer Service 76

Clarabridge

DECEMBER 28, 2016

It’s time to make your resolutions for 2017. We’ve come up with 5 CX Resolutions that will help customer experience pros get the new year off to a good start. Get rid of practices that don’t provide efficient customer experience management, like long surveys, slow social engagement, or keeping your data in silos.

2017 40

2017 Demo Customer Experience Management Feedback 40

Clarabridge

DECEMBER 28, 2016

It’s time to make your resolutions for 2017. We’ve come up with 5 CX Resolutions that will help customer experience pros get the new year off to a good start. Get rid of practices that don’t provide efficient customer experience management, like long surveys, slow social engagement, or keeping your data in silos.

2017 40

2017 Demo Customer Experience Management Feedback 40

Customer Alignment

DECEMBER 18, 2017

This year, customer experience has broadly been recognised by the business community as a key imperative and growth driver. The ‘ Experience Economy’ first conceptualised by Pine & Gilmore back in 1998 is here. As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017.

2017 45

2017 2018 Chief Customer Officer NPS 45

Alida

MARCH 21, 2018

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . Further, they don’t contribute to the systematic design of superior experiences.

ROI 252

ROI Net Promoter Score NPS Telecommunications 252

Bold360

FEBRUARY 16, 2017

Seeing someone who can help you, whether you are using a website or an offline store is essential to a full customer experience. Maybe your customers want to buy a product or a service which isn’t immediately in view. Chatbots are an upgrade to your current customer experience. Keep Listening. Nanorep is different.

2017 80

2017 White Paper Events Customers 80

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

2020 132

2020 Customer Experience Magazine Consulting 132

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. This report has rich insights about both B2B and B2C customer experience. Here’s the […].

2017 48

2017 B2C 2016 B2B 48

Talkdesk

JUNE 22, 2017

Today, we’re pleased to announce two new additions to the feature that provide even more customization and deeper customer insights. Beginning today, all Talkdesk customers have access to: Sentiment CSAT Messages Report. Creating a great customer experience often means focusing on the smaller details.

2017 40

2017 Call Center Metrics Customer Journey 40

Experience Matters

MARCH 14, 2017

We just published a Temkin Group data snapshot, Media Use Benchmark, 2017. Here’s the data snapshot description: In January 2017, we surveyed 10,000 U.S. This is our annual analysis of how much time consumers spend using different media channels (see last year’s data snapshot).

2017 72

2017 Consumers Customer Connectedness Customer Insights 72

Experience Matters

OCTOBER 2, 2017

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2017. Here’s the executive summary: Many large companies use Net Promoter® Score (NPS) to evaluate their customers’ loyalty.

Net Promoter Score 53

Net Promoter Score 2017 NPS Insurance 53

Alida

SEPTEMBER 6, 2018

Rather, they’re going to have to work on the customer experience if they want to capitalize on opportunities for growth. between 2017 and 2022. Meanwhile, IHL Group recorded a net increase of 4,000 new store openings in 2017—a far cry from a collapse. Prioritize insight and the retail customer experience.

Retail 243

Retail E Commerce 2017 E-support 243

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. Data science is essentially a way to extract insight from data using these three skills. I did my part this year to spread interest in analytics to more people.

2017 46

2017 White Paper Blog Competitive Advantage 46

Clarabridge

MAY 2, 2017

More than 350 of the top CX professionals and inspirational thought-leaders from around the world have gathered at the iconic Fontainebleau Hotel to discuss the latest industry trends shaping Customer Experience Management (CEM) and Social Customer Service. Come back to our blog tomorrow for a recap of Day 2 at C3!

2017 40

2017 Insurance CEM Touchpoint 40

Experience Investigators by 360Connext

OCTOBER 4, 2017

RT @360Connext : Jason Dabrowski @jeanniecw and @Dragonburger75 loooove customers! Jeannie Walters (@jeanniecw) October 4, 2017. So let’s unpack that a bit… First, customer service and CX are often used interchangeably. Take, for example, this piece in the British Museum of a customer complaint etched in stone!

Customer Service 181

Customer Service 2017 Social Media Innovation 181

Retently

JULY 28, 2023

Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too? CXO stands for Chief Experience Officer.

Chief Customer Officer 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

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. Data science is essentially a way to extract insight from data using these three skills. I did my part this year to spread interest in analytics to more people.

2017 40

2017 White Paper Blog Competitive Advantage 40

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. Ground zero of any customer experience isn’t when a leader reads a book then declares it “the year of the customer.” Connecting the dots of customer experience.

Airlines 152

Airlines 2017 Metrics Social Media 152

Experience Matters

MAY 8, 2017

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2017.

2017 85

2017 Consumers Customer Connectedness ROI 85

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Answer Dash

SEPTEMBER 19, 2017

The big data push is particularly big within customer experience space, where countless customer touchpoints can be analyzed to improve interactions and increase loyalty. I spoke to a director of Consumer Experience at a major California health insurer, who explains, “some companies are further along than others.

Customer Experience 59

Customer Experience Chief Customer Officer 2017 Touchpoint 59

Thematic

MAY 29, 2023

As a leader in feedback management and analytics, Thematic has evolved tremendously since its inception in 2017. The Story Behind the Refresh Thematic was originally founded by Dr. Alyona Medelyan and Nathan Holmberg in 2017. Now, in 2023, we're thrilled to introduce our refreshed visual brand.

Feedback 62

Feedback Brands 2017 Social Media 62

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

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.

Connections 52

Connections Contact Center 2023 Innovation 52

TechSee

MARCH 13, 2018

Artificial Intelligence was the talk of 2017. The customer service industry, in particular, pinned high hopes on AI, expecting that upon its introduction to the market, smart machines would truly transform the customer experience. A major driver for the chatbot disappointment in 2017 was the inflated expectations.

Customer Service 95

Customer Service Virtual Agent 2017 Call Center 95

Alida

OCTOBER 15, 2017

There’s never been a more crucial time for brands to keep a finger on the pulse of changing customer needs – or risk falling behind the pack. . At CX and the City over one hundred customers, insights, marketing and CX professionals across 5 countries joined us in Singapore to explore the future of customer relationships in Asia Pacific.

Competitive Advantage 100

Competitive Advantage 2025 2017 Customer Journey 100

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Definition 64

Definition Net Promoter Score Customer Experience CEM 64