CSM Magazine

MAY 30, 2017

Your ultimate resource to the key CX investment areas for 2017 and how to make the most from your vendor partnerships. There is no denying that in 2017 for organisations to stay ahead of their competitors and differentiate themselves within the market, they need to focus on providing an excellent customer experience.

2017 40

2017 Customer Experience Customer Journey Mapping ROI 40

Bold360

FEBRUARY 16, 2017

With customer insight analytics , data is gathered every time a visitor asks a question or seeks guidance. This kind of customer intelligence and Voice of the Customer insight is based on real conversations, not guesswork, and helps you work out the issues behind the questions your customers are asking.

2017 80

2017 White Paper Events Customers 80

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. What’s in it for you?

2017 49

2017 Customer Experience Hotels Airlines 49

Customer Bliss

NOVEMBER 9, 2017

As I look back at an article I previously wrote – What will CX Look Like in 2017 , I’m excited to see some of the progress that has been made in the industry. There’s a continuing focus on brands improving customer experience to lead customer-driven growth. You have to treat your customers as assets Click To Tweet.

Blog 204

Blog Customer Experience 2017 2018 204

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. What’s in it for you?

2017 40

2017 Customer Experience Hotels Airlines 40

Alida

SEPTEMBER 6, 2018

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. To win in the long term, companies need to really understand their customers—insight is key, according to experts at Deloitte. 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. 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

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

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

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. They are valuable reminders of how customers are people, and they respond best to people who understand their situation, and better yet, understand how important their roles are in delivering an exceptional experience.

Airlines 152

Airlines 2017 Metrics Social Media 152

TechSee

MARCH 13, 2018

Artificial Intelligence was the talk of 2017. as well as a PR blitz by some of the leading technology enterprises. 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. Virtual Agents.

Customer Service 95

Customer Service Virtual Agent 2017 Call Center 95

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. Improved scheduling exemplified the power of closing information gaps within the organisation.’

Connections 52

Connections Contact Center 2023 Innovation 52

Chattermill

AUGUST 29, 2018

The Guide to Building Your Customer Experience Technology Stack. CX Technology Stack. Discover the best tools to improve your customer experience. A report from June 2017 ([link] by Forrester mentions that Redshift has over 5,000 deployments with plenty of success stories (link). by Sam Frampton. on 30 Aug 2018.

Technology 40

Technology Customer Experience Consulting Customers 40

Chattermill

AUGUST 29, 2018

The Guide to Building Your Customer Experience Technology Stack. CX Technology Stack. Discover the best tools to improve your customer experience. A report from June 2017 ([link] by Forrester mentions that Redshift has over 5,000 deployments with plenty of success stories (link). by Sam Frampton. on 30 Aug 2018.

Technology 40

Technology Customer Experience Consulting Customers 40

CSM Magazine

SEPTEMBER 24, 2019

Insurers are the least trusted companies in the UK and are unable to answer over half of routine questions successfully, according to research commissioned by digital customer experience technology provider, Eptica. First, they need to embrace processes, technology and knowledge to help them deliver the service that customers expect.

Insurance 45

Insurance Customer Service Multi-Channel Fashion 45

Currency Alliance

MAY 20, 2024

In the case of a typical middle-income customer, this would mean the bank is missing out on hundreds, if not thousands of dollars of incremental revenue per year. With modern technology, you can even calculate this for each customer. There is no reason why your own bank cannot create an equally compelling ecosystem.

Banking 52

Banking Loyalty Loyalty Programs Travel 52

Bob Hayes

SEPTEMBER 18, 2017

Customer professionals lack proficiency in, or access to, three important data science skills: programming, mathematics, statistics. Customer professionals said their biggest roadblock was the inability of translating customer insights into business operations. Data were collected from January to March 2017.

Loyalty 113

Loyalty Competitive Advantage White Paper Social Media 113

Alida

SEPTEMBER 22, 2016

During the product keynote, Divesh Sisodraker, president and chief product officer at Vision Critical, and Kobi Ofir, chief technology officer at Vision Critical, shared updates on new features in Sparq that will help companies engage more meaningfully with their customers. Enhance marketing with customer insight.

2016 267

2016 Innovation Marketing Insights 267

Lumoa

FEBRUARY 9, 2023

According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Why are your customers turning away from you? ” – Shep Hyken.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

PK

APRIL 16, 2018

Lenati’s strategy and customer insights experience pairs with ProKarma’s expertise in technology and digital engineering. BEAVERTON, OR and SEATTLE, WA (April 16, 2018) — ProKarma, a global IT solutions company, today announced a definitive merger agreement with Lenati, a Seattle-based customer experience strategy consultancy.

Telecommunications 40

Telecommunications Competitive Advantage Transportation Consulting 40

ReviewTrackers

APRIL 6, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: McDonald’s Experience of the Future plan will reshape the company’s customer experience. by the end of 2017. Why is this news important?

2017 50

2017 Feedback Customer Insights Insights 50

Lumoa

JANUARY 11, 2022

For that, leaders should stop spending all their time collecting and analyzing by trusting it to the right tools and spend time on driving product and customer experience changes by looking at the results of customer feedback. It is all-in-one SaaS platform for collecting and analyzing customer feedback, including NPS feedback.

NPS 103

NPS Net Promoter Score Feedback Multi-Channel 103

Answer Dash

SEPTEMBER 19, 2017

Today, Chief Customer Officers are able to harness data through the use of cognitive artificial intelligence programs that take their data capturing and analysis a step further. While in it’s infancy, the adaption of this relatively new technology will grow quickly and can have a significant impact on the evolution of the CX department.

Customer Experience 59

Customer Experience Chief Customer Officer 2017 Touchpoint 59

Forrester's Customer Insights

OCTOBER 23, 2020

Back in the summer of 2017, we warned that luxury brands were out of time to improve their digital customer experiences. Since then luxury brands have moved from relative inertia to a range of activities, from technology upgrades to partnerships and acquisitions. But the 2020 pandemic has shaken luxury brands to their core.

Brands 37

Brands 2017 2020 Technology 37

ReviewTrackers

AUGUST 30, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: We explain how companies from the finance, healthcare, insurance , and hospitality industries can better connect with their customers. Focus on Local SEO.

Connections 50

Connections Healthcare Banking Insurance 50

SurveySensum

JULY 14, 2020

Mike is the Founder and Managing Partner at Storyminers and helps mid-market companies to achieve higher operating results and profitable exits using Storyminers’ unique combination of Story, Strategy, Experience Design, and Technology. He specializes in operationalizing customer insight to drive better customer outcomes.

2020 132

2020 Customer Experience Magazine Consulting 132

CSM Magazine

DECEMBER 18, 2018

Explain Market Research, one of the UK’s leading customer insight agencies, has explored how companies turn customers into fans, and banks came out on top. throughout the customer journey. Conact-less. Ease of Use.

Banking 40

Banking 2010 2017 Customer Journey 40

West Monroe

JUNE 29, 2017

Welcome to 2017, folks! This trend is good for customers as newcomers tend to compete on price offering increasingly higher interest rates, with current leading rates at 1.25%-1.3% on liquid savings accounts (as of June 2017). The year is half over and it’s been full of, well, uncertainty.

Banking 53

Banking 2008 2017 Retail 53

Clarivate

DECEMBER 6, 2018

The CFN Insight software platform was launched early last year and was included as a Leader in the 2017 Aragon Research Tech Spectrum report for Customer Journey Mapping. Vendors are selected for Innovation Awards based on the core innovation of their product or service.

Customer Journey Mapping 49

Customer Journey Mapping 2018 Customer Journey Innovation 49

BirdEye

NOVEMBER 20, 2023

InviteReferrals InviteReferrals offers a wide range of features, including in-depth customer insights and the ability to customize campaigns. Multi-channel referral program execution Comprehensive customer insights Customizable referral marketing campaigns Social sharing capabilities Detailed analytics and reporting 15.

E Commerce 62

E Commerce Marketing Multi-Channel E-support 62

Forrester's Customer Insights

JANUARY 18, 2019

Luxury brands have gone from relative inertia over digital strategies to a flurry of activity, including technology upgrades, partnerships, and even acquisitions. Back in the summer of 2017, we warned that luxury brands were out of time when it came to improving their digital customer experiences and internal operations.

Retail 37

Retail 2018 2017 Consumers 37

CX Journey

FEBRUARY 16, 2017

Tim goes on to define four "vital strands" to practising mindfulness: Awareness Experience Present Moment Non-Judgemental It is those elements, or perspectives, through which I have been reflecting on how to be a more effective Customer Insight Leader in 2017. I’m sure the applicability to Customer Insight Leaders is obvious.

2017 57

2017 Presentation Books Insights 57

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ProProfs Chat

DECEMBER 23, 2019

It is quite possible that the volume, velocity and variety of customer data can be overwhelming for many businesses. Or perhaps, their strategies may not be adequately supported by systems and technology. In the face of such hurdles, how do you build a customer centric culture ? Remember That Customer Perceptions Are Real.

Customer Centricity 96

Customer Centricity Customer Journey Mapping Customers Culture 96

Currency Alliance

JUNE 22, 2017

We’re already nearly halfway through 2017. A year that could see a tipping point for customer loyalty programs. However, even a “loyal” customer today struggles to spend enough with each brand to earn a meaningful amount of value in loyalty points. The bond between a brand and a customer is a dimension of their loyalty.

Loyalty 40

Loyalty Loyalty Programs 2017 Social Media 40

Qualtrics

NOVEMBER 19, 2019

If you get people right, you’re going to have the best innovation, best technology, and best products.”. Empower employees with the freedom to do what’s right for the customer.”. – Luis Angel-Lalanne, VP of Customer Listening at American Express. – Elly Domene, Chief of Staff and Global Customer Experience at SES.

2020 31

2020 Management Chief Customer Officer Healthcare 31