ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

Alida

JULY 11, 2017

Customer experience is middling at best, and that’s troubling for brands. Forrester’s 2017 Global Customer Experience Trends report found the vast majority of firms in digital and traditional retail, banking and insurance around the world only earned the research firm’s Customer Experience Index (CX Index) score in the “OK” range.

Customer Experience 183

Customer Experience Omnichannel 2015 Retail 183

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. It’s that time of year again!

2017 49

2017 Customer Experience Hotels Airlines 49

Avaya

JUNE 26, 2017

Innovation: perhaps no other word has been so stressed over the last decade as the pressure mounts for brands to evolve, adapt and grow. Today, innovation is not just an opportunity, it’s a necessity. Consider that only 10% claim to innovate , and only 5% feel they’ve mastered digital to a point of competitive differentiation.

Call Center 47

Call Center 2017 Innovation Contact Center 47

Forrester

MARCH 22, 2017

Our focus this year is on exploring the current and emerging best practices for the design and delivery of exceptional customer experiences in digital channels. 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.

2017 72

2017 Customer Experience Sports Events 72

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

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. Or even 1997?

2017 63

2017 Customer Experience Customer Experience Professionals 2027 63

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

Storyminers

JUNE 3, 2022

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. We’ve updated it for 2017. Together, we worked on the wireless drive-thru experience for McDonald’s. Steve taught me how to design a business to be adaptive to its customers’ needs.

Customer Experience 59

Customer Experience 2016 2017 Wireless 59

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. It’s that time of year again!

2017 40

2017 Customer Experience Hotels Airlines 40

Oracle

NOVEMBER 27, 2019

Today, the customer experience isn’t bound to any one physical or digital space, as 73% of consumers use multiple channels to shop , according to a Harvard Business Review study of 46,000 shoppers. Revolutionizing the drive-thru experience. Technology hasn’t just transformed customer service.

Retail 74

Retail Innovation 2019 Multi-Channel 74

Lumoa

JUNE 23, 2021

What is diversity in customer experience? Diversity in customer experience is about who’s on your team. To be more innovative, you need diversity of thought. To cater to all of your customers’ unique needs, you need to have a plurality of opinions and perspectives.

Customer Experience 83

Customer Experience Culture Employee Experience Innovation 83

TechSee

FEBRUARY 19, 2019

This year’s theme, “Intelligent Connectivity,” focuses on highly contextualized and personalized experiences , delivered when and where customers want them. Engaging your customers on a personal level is the key to long-term loyalty. Innovative AI-Driven Self-Service Exhibitors Not to be Missed. Who’s there?

2019 95

2019 Innovation Telecommunications Events 95

Magellan Solutions

JUNE 19, 2017

To further develop Magellan Solutions’ services in delivering the finest customer experiences and back-office support, the company’s CEO Fred Chua attended last month two large international technology and development events. The post Magellan Solutions’ Exec Attends CeBIT, SODEC 2017 appeared first on Magellan Solutions.

2017 78

2017 Telecommunications Call Center Workshop 78

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. Start here.

2017 61

2017 Customer Engagement Engagement Contact Center 61

Clicktools

JANUARY 6, 2017

We’ve reached the end of the first week of 2017, which means it’s time to look into my magic ball and see the future. What does this year have in store in the world of feedback, customer service, and customer experience? Here are five topics likely to headline 2017. Mind the millennials. So here we are.

2017 58

2017 Multi-Channel 2004 Feedback 58

ShepHyken

AUGUST 14, 2017

to your customers. I beg you, retailers, don’t digitize the in-store customer experience by Ben Davis. My Comment: Innovation is a big word in business today. Read this article about five ways successful retailers have innovated to make a better CX. The answer lies in improving Customer Experience (CX).

2017 79

2017 Article Customer Service Retail 79

Storyminers

JANUARY 24, 2017

This article appeared first January 10, 2017 at SharpenCX.com. Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. Overall, it’s really just about providing a quality customer experience. Here’s what we learned. Know more of them by name.

Contact Center 53

Contact Center 2017 Brands Hospitality 53

ShepHyken

MAY 29, 2017

How good is your company’s internal customer experience? McKinsey & Company) To excel with customers, frontline employees need high-level service from core support functions. Société Générale’s group head of corporate resources and innovation explains how to achieve such symmetry. by Nicolas Maechler.

2017 96

2017 Article Customer Service Airlines 96

ShepHyken

NOVEMBER 27, 2017

My Comment: If there were four things you could do that would ensure your customers would come back, what would they be? Josh Linkner, innovation guru, shares four core ideas that build loyalty. Some of you may think these are common sense, but then think about how often you don’t experience these when you’re a customer.

2017 76

2017 Article Customer Service Loyalty Programs 76

NICE inContact

JUNE 28, 2017

Technology has dramatically changed consumer expectations over the last 10 years with companies who want to lead in the digital customer experience finding ways to utilize technology in smarter ways. So what trends will have an impact in 2017? Digital Customer Experience Trends, 2017, Forrester, February 7, 2017.

Customer Experience 48

Customer Experience 2017 Innovation Technology 48

Alida

AUGUST 30, 2017

The Customer Intelligence Summit is a must-attend conference for marketing, CX, product innovation and market research pros. One must-see keynote comes from Rick Parrish, a principal Forrester analyst serving customer experience professionals. Hear about the incredible new innovations you can leverage soon.

2017 100

2017 ROI Innovation Customer Relationships 100

eGain Blogs

MAY 10, 2017

We are pleased to inform you that eGain just debuted in the Gartner CRM Customer Engagement Center Magic Quadrant (CEC MQ) for 2017, appearing as a “Niche Player”. We have been a perennial leader in the web customer service MQ. Web customer service is a subset of digital engagement, eGain’s area of focus for over 15 years.

2017 64

2017 Customer Engagement Engagement B2C 64

ShepHyken

JANUARY 30, 2017

Keep these in mind the next time a customer service crisis occurs. Customer Service of the Future: 3 Most Important Customer Experience Trends by Justyna Polaczyk. LiveChat) In this post, I’d like to focus on customer experience trends. Here’s how customer service of the future will look like.

2017 81

2017 Article Customer Service Airlines 81

Oracle

JANUARY 31, 2018

SmarterCX.com’s Editor-in-Chief highlights a new customer experience predictions destination page, SmarterCX.com/Predictions. Following a record holiday season, 2018 is off to a fast start in the world of customer experience. Customer Experience Tips to Conquer 2018. Check it out. Check it out.

2018 80

2018 Customer Experience Retail 2017 80

ShepHyken

MARCH 27, 2017

Each week I read a number of customer service articles from various online resources. Customer Experience, Innovation and the Slow Death of Famed Brands by Augie Ray. 1 Lesson Every Entrepreneur Can Learn From Elon Musk On Customer Experience by Lisa Calhoun. Here are my top five picks from last week.

2017 83

2017 Article Net Promoter Score Customer Service 83

ShepHyken

AUGUST 28, 2017

Artificial Intelligence: The Customer Experience Imperative by Bob Hayes. Business Over Broadway) The tools and methods of artificial intelligence, machine learning and predictive analytics will play a major role in helping businesses better understand and manage the customer experience. Follow on Twitter: @Hyken.

2017 79

2017 Article Customer Service Contact Center 79

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. How to overcome those challenges?

2018 141

2018 Customer Experience Competitive Advantage 2017 141

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. Start here.

2017 40

2017 Customer Engagement Engagement Contact Center 40

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. Start here.

2017 40

2017 Customer Engagement Engagement Contact Center 40

ShepHyken

OCTOBER 2, 2017

‘Woo, Wow, and Win’: Designing a Captivating Customer Experience by Knowledge@Wharton . The Wharton School) Companies carefully craft the products they sell to customers, but rarely do they give the same thoughtfulness to designing what could be the most critical part of the sales process: customer experience.

2017 83

2017 Article Customer Service Customer Journey Mapping 83

CSM Magazine

FEBRUARY 28, 2024

Today, as the CEO, I’m proud to lead a company that manages more than 500 enterprise brands globally, helping some of the world’s largest companies deliver exceptional customer experiences. It’s been a long and fascinating journey of growth, innovation, and an unwavering commitment to putting people first.

Leadership 52

Leadership 2024 Innovation 2017 52

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). Being able to prove that changes in the customer experience improve the bottom line, drive customer loyalty and impact overall business growth can be a tough battle.

Webinar 186

Webinar 2017 Financial Measurement 186

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

Storyminers

JANUARY 12, 2017

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. We’ve updated it for 2017. Together, we worked on the wireless drive-thru experience for McDonald’s. Steve taught me how to design a business to be adaptive to its customers’ needs.

Customer Experience 68

Customer Experience 2017 2016 Wireless 68

Oracle

JANUARY 14, 2018

Javits Convention Center, NRF is one of the largest and most anticipated retail events each year, and showcases the latest in retail customer experience trends and technology innovations. NRF 2018 Day 1: Retail Customer Experience Takeaways. increase in disposable income among Americans in 2017.

2018 49

2018 Retail Customer Experience 2017 49

Customer Bliss

DECEMBER 15, 2016

What are you going to do strategically to drive customer experience, earn the right to the work, and create a customer-driven growth engine in 2017? I root everything in my five customer experience competencies , namely: Customers as assets. Align around experience. Communication.

Management 152

Management 2017 Books Metrics 152