Talkdesk

JANUARY 31, 2018

When Talkdesk puts together our long-term feature roadmap, we put a lot of thought into where contact center executives want to go in the future and build a product that will give them the tools they need to execute on their vision. From a high level, this is a goal we’ve always tried to achieve.

Contact Center 56

Contact Center Customer Experience Omnichannel Call Recording 56

NICE inContact

SEPTEMBER 27, 2017

If you follow customer service trends then you know that technology continues to blur the line between digital and physical customer experiences. We’ve long heard the adage “happy agents make for happy customers” and I agree completely. Get your copy of “ Digital Customer Experience Trends, 2017.”.

Contact Center 48

Contact Center Technology 2017 Roadmap 48

NICE inContact

SEPTEMBER 27, 2017

If you follow customer service trends then you know that technology continues to blur the line between digital and physical customer experiences. We’ve long heard the adage “happy agents make for happy customers” and I agree completely. Get your copy of “ Digital Customer Experience Trends, 2017.”.

Contact Center 48

Contact Center Technology 2017 Roadmap 48

Thematic

JULY 21, 2023

We then use AI to discover common themes and subthemes of what customers are saying. Our users are analysts who create reports about the quality of customer experience, common issues, requests and questions. How does your customer experience management software stand out from the others on the market?

Feedback 62

Feedback Net Promoter Score Consulting NPS 62

Confirmit

JUNE 5, 2017

Here we are in 2017, the customer experience (CX) industry has evolved and grown, and everyone seems to have an opinion on customer experience best practices. In truth, any customer experience improvements need to be customized to each unique business model and corporate culture. Or will they?

Roadmap 49

Roadmap 2017 Measurement Consulting 49

Thematic

DECEMBER 5, 2018

While the intention to use AI and analytics is there, according to Forrester, “only 15% of senior leaders actually use customer data consistently to inform business decisions” (“The B2B Marketers Guide to Benchmarking Customer Maturity”, Forrester, 2017). 3 benefits to improve customer retention with analytics.

Customer Retention 96

Customer Retention Competitive Advantage 2017 2014 96

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.

2016 267

2016 Innovation Marketing Insights 267

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

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. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

SurveyGizmo

JULY 23, 2018

million Americans are affected by workplace bullying, according to a 2017 Workplace Bullying Institute study. Related: How to build an employee experience roadmap (with template). Effects of workplace bullying on customers. Related: Providing excellent customer service with surveys. A staggering 60.4

Healthcare 63

Healthcare Culture Employee Experience Competitive Advantage 63

West Monroe

DECEMBER 21, 2021

Organizations that have actionable, outcome-focused technology blueprints and roadmaps can identify and accelerate the required technology investments to bring these business capabilities to market and gain a competitive advantage. Automation can help provide enrollees a journey-based experience while saving payers time and money.

Healthcare 52

Healthcare Consumers Technology 2010 52

Call Center Pros

AUGUST 27, 2018

His startling conclusion: Even a small improvement in customer retention can double profits in your company. To Providing a World-Class Customer Experience by John R. gives you an inside look at the world-class customer service strategies of some of today’s best companies. What’s the Secret? DiJulius III.

Books 40

Books 2018 Customer Service Call Center 40

Chattermill

SEPTEMBER 4, 2018

Customer Experience. NPS can help identify your brand’s advocates, drive your product roadmap, alert you to customers in danger of churning, and which customers you should approach for stories. Ask your biggest evangelists for reviews, tweets or customer videos. Slack CMO (2014-2017), Bill Macaitis.

Net Promoter Score 40

Net Promoter Score NPS 2014 Advertising 40

Talkdesk

SEPTEMBER 18, 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. Empowering Customers By Design. Aly Habib, Director of Customer Experience, Indochino.

2017 40

2017 Roadmap Innovation Customers 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

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

Strativity

APRIL 27, 2023

To get there, restaurants need to embrace change as a constant and then optimize, roadmap, and even blow some things up in order to respond faster and exceed customer needs. The Post article was on the heels of articles from Restaurant Business (2018) and The New York Times (2017)—both asserting that there may be too many restaurants.

2022 52

2022 E-support Roadmap Download 52

Strativity

APRIL 27, 2023

To get there, restaurants need to embrace change as a constant and then optimize, roadmap, and even blow some things up in order to respond faster and exceed customer needs. The Post article was on the heels of articles from Restaurant Business (2018) and The New York Times (2017)—both asserting that there may be too many restaurants.

2022 52

2022 Roadmap Customer Relationships 2019 52

SmartKarrot

JANUARY 5, 2021

Being passionate about guiding leaders on making their companies “unforgettable,” she is the Founder and CEO of Customer Bliss and is fondly known as the “Godmother of Customer Experience.”. Customers are nothing but normal people like us. His blogs, podcasts, and speeches mark the frontline of Customer Success.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21

8x8

DECEMBER 3, 2018

On Black Friday of 2017, though, the company realized that customer call abandonment had spiked—likely due to longer-than-normal wait times. Improved customer experience, both during and outside of the holiday rush, has resulted in an increase in upsells by contact center agents, and higher customer satisfaction in general.

Customer Service 54

Customer Service Contact Center Net Promoter Score 2019 54

Customer Alignment

JUNE 28, 2017

Davidow In contrast to ovo, it’s worth noting that until recently the leaders of npower primarily had energy experience. Utilities need to shift from being asset focused to customer focused organisations.” So, what of the future for these two companies (and their customers) What sets these two companies apart in my mind?

Customer Experience 40

Customer Experience Airlines Innovation 2015 40

West Monroe

JANUARY 18, 2023

Radio Flyer generated $120 million in revenue in 2017, four times its 1997 sales revenues, which climbed to $200 million in 2021. Enabled by real-time, continuous data collection and data analytics, teams can measure progress with smaller, more frequent milestones—versus plodding toward a completion date on a years-long roadmap.

Banking 52

Banking Innovation 2022 Government 52

Avaya

APRIL 24, 2017

When we look at what this means to customer experience it is worth noting that we’ve reached a point where over 40% of customers now use up to seven different channels to interact with brands, from live chat to email to social media to SMS.

Customer Journey 59

Customer Journey Multi-Channel Contact Center Customer Journey Mapping 59

CSM Magazine

JUNE 12, 2020

According to customer service expert Shep Hyken, a majority of businesses believe that improving the total customer experience is a top priority and will overtake price and product quality as a key differentiator by 2020. Omni-channels. Conclusion.

Customer Service 52

Customer Service E Commerce Virtual Agent E-support 52

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. Companies have traditionally looked to improve customer experience by focusing on particular touch points.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Comm100

FEBRUARY 6, 2018

Comm100 is a customer engagement solution with live chat as its hub — or core function. Its mission is simple — help companies of all sizes provide quality customer experiences, regardless of channel. It’s a mission that has earned them millions of loyal customers and fans across industries.

Customer Engagement 42

Customer Engagement Engagement Social Media Omnichannel 42