Meet your first wave speakers for Customer Success Summit 2018

Totango

Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. Customer Success Summit Uncategorized Customer Success Summit 2018Customer Success Summit brings together the best and brightest minds in Customer Success. The first wave of speakers has been announced and the experience and CS knowledge they bring to #CSSummit18 is priceless.

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Top Marketing Quotes of 2018

Smarter CX

2018 was a year of significant innovation within the marketing world. As part of our year in review , here’s a closer look at some of the most inspiring and thought-provoking marketing quotes from 2018. ” – Deloitte Digital CMO Suzanne Kounkel at the Forbes CMO Summit 2018. ” – Andrew Davis, author of Brandscaping , at his Content Marketing World 2018 Keynote. ” – Scott Harrison, Founder & CEO, charity:water, at the INBOUND 2018 conference.

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Takeaways from CEM Asia 2018: Quantifying the Impact of CX

CloudCherry

The post Takeaways from CEM Asia 2018: Quantifying the Impact of CX appeared first on CloudCherry. On September 27th, I had the great pleasure of moderating a panel at CEM Asia attempting to answer the question: How do business leaders quantify the ROI of CX? The discussion was so valuable to those in attendance, I wanted to take the time to crystallize some of our thoughts to share them further so more of the CloudCherry audience could benefit from their insights. Here’s what we learned.

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Advocamp Field Day 2018 Recap

Influitive

On October 3, 2018, campers joined us from far and wide to celebrate customer love at Advocamp Field Day, the biggest customer engagement, experience, and advocacy event of the year. Aside from getting inspired by world class speakers and fellow customer advocacy professionals, campers also enjoyed some trail mix and had some run-ins with a.

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Takeaways from CEM Asia 2018: Quantifying the Impact of CX

CloudCherry

The post Takeaways from CEM Asia 2018: Quantifying the Impact of CX appeared first on CloudCherry. On September 27th, I had the great pleasure of moderating a panel at CEM Asia attempting to answer the question: How do business leaders quantify the ROI of CX? The discussion was so valuable to those in attendance, I wanted to take the time to crystallize some of our thoughts to share them further so more of the CloudCherry audience could benefit from their insights. Here’s what we learned.

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A Look Back at Dreamforce 2018

GetFeedback

Dreamforce 2018 was a blast from start to finish. The post A Look Back at Dreamforce 2018 appeared first on GetFeedback Blog. Last week, we joined nearly 200,000 Trailblazers for 4 days of learning and exploration. It was our biggest year yet—with 9 sessions, 3 booths, and a Demo Jam to boot. And we got to connect with amazing people along the way, from the customer success and support gurus who are using Salesforce for good to the admins who make it all possible.

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Best Customer Experience Books of 2018 and What to Look Out for in 2019

eglobalis

Best Customer Experience Books of 2018 and What to Look Out for in 2019. The post Best Customer Experience Books of 2018 and What to Look Out for in 2019 appeared first on Eglobalis.

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Report: ROI of Customer Experience, 2018

Experience Matters

We just published a Temkin Group report, ROI of Customer Experience, 2018. The CX scores used in this model come from the 2018 Temkin Experience Ratings (TxR), which evaluated 318 companies across 20 industries. The post Report: ROI of Customer Experience, 2018 appeared first on Customer Experience Matters®. Here’s the executive summary: To understand the connection between customer experience (CX) and loyalty, we examined feedback from 10,000 U.S.

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12 takeaways from the 2018 Customer Intelligence Summit

Vision Critical

The Customer Intelligence Summit brings together some of the brightest minds in research, marketing, customer experience and product innovation to discuss the latest trends, share best practices and discover the newest innovations in the industry. This year’s Summit took place in Washington, D.C. and featured renowned speakers such as Seth Godin, Kindra Hall and Alexandra Samuel. Over the next few weeks, we’ll be sharing recaps of different sessions from Summit.

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8 Top Customer Experience Quotes of 2018

Smarter CX

2018 was the year of customer experience for businesses around the globe, and CX experts and business leaders captured their experience in thought-provoking customer experience quotes. As part of our year in review , here’s a closer look at some of the most inspiring and thought-provoking quotes on CX from 2018. ” – Des Cahill, CX Evangelist, Oracle, at ModernCX 2018. The post 8 Top Customer Experience Quotes of 2018 appeared first on SmarterCX.

2018 86

Guest Blog: Customer Service Trends for 2018

ShepHyken

In this article, let us discuss a few upcoming trends of 2018 that will affect the customer service as well as CX for business and look at some resolutions that you may have to undertake. This is not going to happen, at least in 2018. In this backdrop of top 10 customer service trends for 2018, are you, as a business offering the best of customer service to your customers? The post Guest Blog: Customer Service Trends for 2018 appeared first on Shep Hyken.

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Best of the Podcast 2018: How A Telecommunications Organization Earned the Right to Customer Growth

Customer Bliss

Today’s “Best of 2018” episode features Patricia Pedhom Nono , who was previously the general manager of customer service & customer experience at MTN Cameroon , one of the biggest telecommunications companies in Africa. This was a really great conversation. Patricia shared a detailed account regarding how she demonstrated the value of a customer-first strategy to a skeptical C-Suite.

4 Key AI Innovations That Made a Splash in 2018

Smarter CX

As 2018 draws to a close, we’re looking back at the year’s biggest AI innovations. 2018 Is the Year of ‘Press Pause’ ” Being strategic about readiness and the value of artificial intelligence allowed brands to move forward with pioneering AI projects that generated sales, higher levels of customer service, and unforgettable experiences. Here’s a closer look at key AI innovations that made a splash in 2018.

2018 83

How to Disrupt Your Competition

ShepHyken

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition. When your customers can buy what you sell from others, that’s called competition. That also makes it a commodity.

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4 Tech Trends Driving CRM Software in 2018

Smarter CX

Here are four tech trends that are driving innovation in CRM in 2018, and helping organizations reach and engage their target audiences across channels. Artificial intelligence will prove to be one of the most prominent means of innovation in CRM in 2018. Another important trend in CRM for 2018 is improved integration with applications and services across sales, marketing, and customer service including mobile and web-based solutions.

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Deck the Halls 2018: Coping with Peak Season Holiday Spikes in the Contact Center

BlueOcean

In 2018, that number has skyrocketed to a massive $1.1 For instance, crafting themes for your spikes like “Holiday Hell 2018” or “Operation Save Christmas” can help rally your troops and create a culture of resilience. The post Deck the Halls 2018: Coping with Peak Season Holiday Spikes in the Contact Center appeared first on. Four years ago, we reported that Americans would spend a forecasted $600 billion during the 2014 holiday season.

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5 Customer Experience Trends That Shaped 2018

Smarter CX

In 2018, the customer experience was front and center for businesses. The 2018 IDG Cloud Computing Survey revealed that 73% of organizations have some part of their infrastructure in the cloud. Augmented reality apps went mainstream in 2018, and retail brands used those apps to help customers try on clothes, imagine furniture in their living rooms, and envision travel destinations. 2018 saw a more widescale adoption of technologies that could improve the customer experience.

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15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 1] 

Lumoa

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? In my opinion, three things that are essential for CX in 2018 include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations. 2018 will be the year of CX and AI.?

2018 115

2018 Temkin Experience Ratings: 20 Industry Snapshots

Experience Matters

We released the 2018 Temkin Experience Ratings that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. The post 2018 Temkin Experience Ratings: 20 Industry Snapshots appeared first on Customer Experience Matters®. 2018 Temkin Ratings Customer experience Industry Dataconsumers. Here’s a link to FAQ’s about the Ratings. As a follow-up, we published blog posts that examine the results for each of the 20 industries.

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Banking Trends That Are Going to Define 2018

CloudCherry

The retail banking industry has been dealing with massive upheaval for a while now, and things will continue in the same vein come 2018. Here are some of the trends that will define 2018 for the banking industry. Regardless, voice tech will certainly change the way people do their banking in 2018. Furthermore, 2018 will see the expansion of digital coverage into corporate financial services as well.

2018 163

Best of the Podcast 2018: Build Power Moments in Your Customer Experience

Customer Bliss

“Our lives as human beings are made up of moments,” said Dan Heath in my interview with him earlier this year. As business leaders, if we can understand and think about this, we can really work to identify moments in an operation where you can stand out and be memorable. One of my most popular podcast episodes of this year features Dan Heath, co-author of the book, The Power of Moments: Why Certain Experiences Have Extraordinary Impact.

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Customer Experience Tips to Conquer 2018

Smarter CX

In 2018, SMBs must improve their to ensure they are on the right road to success. A: This is the perfect time of year to carve out some time to gain clarity of vision and focus for what you wish to create for 2018. In 2018, SMBs must improve their to ensure they are on the right road to success. Q: In 2018, how can SMBs address the changing needs of customers? In 2018, SMBs must improve their to ensure they are on the right road to success.

2018 86

Smarter Customer Experience Predictions for 2018

Smarter CX

Following a record holiday season, 2018 is off to a fast start in the world of customer experience. So how do CX professionals know what to expect as far as consumer behaviors, trends, and otherwise in 2018? This month, the SmarterCX.com team reached out to customer experience SMEs and asked what hot topics, influential innovations, and upcoming trends will influence customer experience in 2018. Where should CMOs concentrate their efforts to get CX right in 2018?

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What is a Good Net Promoter Score? (2018 NPS Report Update)

Retently

Satmetrix NICE 2018 average NPS by industry report. 2018 NPS Report Update) appeared first on Retently. One of the most frequently asked questions that we get is “What is a good Net Promoter Score®?” And even though we repeatedly tell our clients that the score itself is irrelevant , we do understand the idea that comparing performance to other companies can help them show a more accurate picture of where they are standing at in a competitive landscape.

Report: Net Promoter Score Benchmark Study, 2018

Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. The post Report: Net Promoter Score Benchmark Study, 2018 appeared first on Customer Experience Matters®. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries. Here’s the executive summary: Many large companies use Net Promoter® Score (NPS®) to evaluate their customers’ loyalty.

15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 2]

Lumoa

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? The top challenges that companies should be aware of in 2018, I see are: That senior leadership teams view CX as a passing fad or a short term campaign, and do not truly understand the enormous value a customer-centric approach to business brings – be it engaged employees, retained customers with increased share of wallet or new customers.

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5 Customer Service Tech Trends to Explore at MWC 2018

TechSee

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. customer exhibitors at MWC 2018: Verto Analytics. Messaging app exhibitors at MWC 2018: Infinity Mobile. Immersive technology exhibitors at MWC 2018: Go6D Technologies. Virtual agent exhibitors at MWC 2018: Nuance. Blockchain exhibitors at MWC 2018: TBCASoft. The post 5 Customer Service Tech Trends to Explore at MWC 2018 appeared first on Techsee.

2018 84

5 Customer Service Tech Trends to Explore at MWC 2018

TechSee

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. customer exhibitors at MWC 2018: Verto Analytics. Messaging app exhibitors at MWC 2018: Infinity Mobile. Immersive technology exhibitors at MWC 2018: Go6D Technologies. Virtual agent exhibitors at MWC 2018: Nuance. Blockchain exhibitors at MWC 2018: TBCASoft. The post 5 Customer Service Tech Trends to Explore at MWC 2018 appeared first on Techsee.

2018 84

Will You Compete on Customer Experience in 2018?

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog

2018 115

Millennial Generation Customer Service – The Ultimate Guide

TechSee

A day in the life of a Millennial. Ashley rolls over, checks her Fitbit Ionic to see the quality of REM sleep she experienced last night, and reaches for her iPhone to scan her messaging apps and social networks. She tweets about her sleep quality and messages her roommate that her share of the rent has been paid with Venmo.

2018 304

Troublesome Trends & Predictions for 2018

Beyond Philosophy

My concerns only grow as we roll into 2018. The post Troublesome Trends & Predictions for 2018 appeared first on. I am apprehensive about my industry. Having worked in Customer Experience since 2002, I may be too much of a purist. However, for a while now, I have been writing about the decline and dilution of the discipline of Customer Experience. From changing titles but not behavior to a poor understanding of what customers want, the trends are troublesome.

2018 103

2018 Temkin Forgiveness Ratings: USAA and ACE Rent A Car On Top

Experience Matters

This product is the dataset, in excel, for the 2018 Temkin Forgiveness Ratings (TFR).It It includes the TFR for 318 companies and 20 industries, the changes in TFR between 2017 and 2018, and the difference in TFR across age groups for each industry. The post 2018 Temkin Forgiveness Ratings: USAA and ACE Rent A Car On Top appeared first on Customer Experience Matters®. 2018 Temkin Ratings Benchmarks Bruce Temkin Research Customer experience Industry Data Temkin Group Researc

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2018 Temkin Emotion Ratings: Wegmans Earns Top Spot

Experience Matters

In January 2018, we surveyed 10,000 U.S. The post 2018 Temkin Emotion Ratings: Wegmans Earns Top Spot appeared first on Customer Experience Matters®. 2018 Temkin Ratings Customer experienceEmotion is one of the three components of a customer’s experience (along with success and effort), so it’s a fundamental element for companies to track. In this post, I examine the eight annual Temkin Emotion Ratings for U.S. companies.

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Calling #ServiceTrailblazers For Dreamforce 2018!

Natalie Petouhof

Tweet Dreamforce 2018 is here! And there’s so much to do and see! To get the most out of the week I’ve put together some notes for #ServiceTrailblazers! Reserve your seat and put these sessions on your calendar! They span the world of customer service and are curated for anyone wanting to learn more about customer service and becoming a #ServiceTrailblazer!

2018 63

10 Best Customer Service Books You Need To Read In 2018

Call Center Pros

Branding Business Call Center Customer Service Education Marketing Sales Uncategorized 2018 best customer service books books to read in 2018 call center call center pros contact center customer service customer service books customer support happy customers make your customers happy sales‘’The customer is always right.’’ We all have heard that before. But the important thing here is to know that it isn’t the only key to make customers happy.

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