Talkdesk

JANUARY 12, 2018

However, if your 2018 contact center is treating incoming customer conversations as blank slates, you are ignoring the rich context that could make this call an opportunity to create loyalty. The majority of today’s customers are digital first and prefer to handle simple issues with self-service technologies.

Contact Center 40

Contact Center 2018 Innovation Social Media 40

Clarivate

DECEMBER 6, 2018

Denver, CO, December 6, 2018 – CustomersFirst Now (CFN), a leading provider of Journey Mapping software and Customer Experience consulting services, has been named the winner of the 2018 Aragon Research Innovation Award for Customer Journey Mapping.

Customer Journey Mapping 49

Customer Journey Mapping 2018 Customer Journey Innovation 49

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience.

Contact Center 42

Contact Center 2018 Customer Centricity Social Media 42

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

CSM Magazine

FEBRUARY 1, 2018

The CxVE Awards recognizes companies—including consultants and technology vendors—that provide products and services that help companies improve the customer experience they deliver. Temkin Group will accept nominations for the CxVE Awards through March 8, 2018. Previously she led EMC’s Total Customer Experience Program.

Customer Experience 40

Customer Experience Customer Experience Professionals Insurance 2018 40

Forrester's Customer Insights

JULY 11, 2018

I’m excited to announce that our list of top emerging technologies to watch in 2018 is out. If you are a client, you can download the report here; if not, here is a quick video blog. It explains what’s different about this year’s report and how we came up with our list. It further contains […].

2018 39

2018 Technology Download Blog 39

Confirmit

MARCH 19, 2018

Last week I joined several of the Confirmit team at a new event organized by our friends at Engage Customer. On top of that, Customer Experience, Customer Analytics , and Customer Retention are all top of the list of Marketing agendas for 2018. Help was at hand throughout the day though.

Marketing 40

Marketing Customer Experience Customer Journey Mapping 2018 40

Lumoa

DECEMBER 19, 2023

Here are some case studies to show how AI is making this happen: Bank of America employs AI-driven sentiment analysis to capture VoC and identify customer pain point s. This award-winning AI technology, launched in 2018, has assisted almost 32 million clients with daily financial tasks.

Social Media 83

Social Media Feedback Banking Automotive 83

Eptica

FEBRUARY 6, 2019

Do ensure they are given support to deliver the best possible service, such as by giving them access to the best technology and systems that provide them with the information and tools they require. Listening to customer insight can help deliver these changes, and ensure they deliver ROI. Share this page on: Tweet.

2008 73

2008 White Paper 2019 Automotive 73

Bizagi

JULY 24, 2018

Eidsiva is not the only company taking action to improve its customer engagement. Bizagi’s 2018 survey of over 500 business leaders found that 70% of organizations are focusing on delivering better customer experiences in the next 18 months. It’s technology that enables great experiences for customers.

Customer Journey 62

Customer Journey Customer Engagement Social Media Engagement 62

Chattermill

MAY 23, 2018

by Dmitry Isupov on 24 May 2018. customer experience. The increasing buzz around customer experience (CX) is good news for both brands and consumers. One example is American Express, which transformed its approach from treating customer service as a cost center into an opportunity to build customer relationships?—?and

Marketing 40

Marketing NPS ROI Consumers 40

CXApp

JANUARY 23, 2018

Drivers of DX for businesses across different industries can be: changing customer needs, the speed of delivery, more customer insights, advanced communication interfaces, converging data streams, cloud dominance etc. Now, imagine that from a B2B approach and how you’ll have constant contact with your customer at all times.

2018 40

2018 B2B Consumers Customer Insights 40

CXApp

JANUARY 23, 2018

Drivers of DX for businesses across different industries can be: changing customer needs, the speed of delivery, more customer insights, advanced communication interfaces, converging data streams, cloud dominance etc. Now, imagine that from a B2B approach and how you’ll have constant contact with your customer at all times.

2018 40

2018 B2B Consumers Customer Insights 40

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Pointillist

APRIL 26, 2018

As per the ‘State of Customer Experience in 2018’ survey , one of the biggest roadblocks to delivering exceptional customer experience is dealing with customer data. Achieving a single customer view, however, still seems out of reach for many businesses. This data can be used to: Conduct Customer Journey Analytics.

Customer Experience 72

Customer Experience Events Touchpoint Customer Journey 72

Chattermill

AUGUST 29, 2018

The Guide to Building Your Customer Experience Technology Stack. on 30 Aug 2018. CX Technology Stack. Discover the best tools to improve your customer experience. As of 2018, prices range from $0.023 to $0.0405 per Gb per month for the first 50 terabytes of data. by Sam Frampton. Text Analytics. Attractive.

Technology 40

Technology Customer Experience Consulting Customers 40

Chattermill

AUGUST 29, 2018

The Guide to Building Your Customer Experience Technology Stack. on 30 Aug 2018. CX Technology Stack. Discover the best tools to improve your customer experience. As of 2018, prices range from $0.023 to $0.0405 per Gb per month for the first 50 terabytes of data. by Sam Frampton. Text Analytics. Attractive.

Technology 40

Technology Customer Experience Consulting Customers 40

Thematic

OCTOBER 1, 2018

To take Thematic as an example, we analyze the free-text feedback submitted in customer survey forms, which was previously difficult to analyze, as companies spend time and resource struggling to do this manually. For a long time, I’ve been planning to write a post to clarify what’s possible in Text Analytics space today, in 2018.

Feedback 76

Feedback Banking Insights NPS 76

Avaya

MARCH 20, 2018

We in the tech industry can take real pride in the contribution that technology has made to furthering happiness by enhancing and transforming the way people work, play, and engage with each other. This transformation is particularly visible in CX—the Customer or Citizen Experience. Enter the power of blockchain.

Measurement 57

Measurement Technology Government Banking 57

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. Arie Goldshlager. Barry Dalton.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Forrester's Customer Insights

JULY 17, 2018

I talk to clients about their innovation plans and technology all the time, especially their plans with technologies that are emerging, like the ones I blogged about here from our report, “The Top Emerging Technologies To Watch 2018.”

Innovation 30

Innovation 2018 Technology Blog 30

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. Arie Goldshlager. Barry Dalton.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Forrester's Customer Insights

JULY 17, 2018

I talk to clients about their plans to innovate with technology all the time; especially technologies that are emerging, like the ones I blogged about here from our report the Top Emerging Technologies to Watch 2018.

Innovation 26

Innovation 2018 Technology Blog 26

Forrester's Customer Insights

NOVEMBER 7, 2018

This was the opening sentence of my blog post accompanying Forrester’s DLT/blockchain predictions for 2018. “The visionaries will forge ahead; those hoping for immediate industry and process transformation will give up.”

2019 49

2019 2018 Blog Technology 49

Thematic

AUGUST 5, 2018

For a long time, I’ve been planning to write a post to clarify what’s possible in Text Analytics space today, in 2018. It’s loved by DIY analysts and Excel wizards and is a popular approach among many customer insights professionals. Would you bet your customer insights on something that’s at best 50 accurate?

Net Promoter Score 48

Net Promoter Score 2018 Reference Customer Insights 48

Hero Digital

NOVEMBER 14, 2018

Our inaugural Customer Experience Trends Report – Closing the CX Gap – is now live! — Acquia (@acquia) November 8, 2018. Over the course of 2018, there have been 50+ new product features added to the Acquia Experience Platform. Here's a recap blog with all of the details! link] #AcquiaEngage.

Engagement 47

Engagement 2018 Hospitality 2019 47

Eptica

JANUARY 30, 2019

This need for personalization goes across all channels and applies equally if they are dealing with people or technology. New technology such as artificial intelligence can help here. Reviewing 2018 – our top 10 blog posts from the year. How good is Santa at Customer Experience? Share this page on: Tweet.

Consumers 77

Consumers 2019 Social Media Brands 77

Bizagi

SEPTEMBER 3, 2018

For more information on how to optimize your loan origination service, read our blog on how to enable faster, personalized, compliant and connected loan approvals. . Adopting an agile approach to digital operations will allow banks to digitize and automate operations, which will in turn help to improve the customer journey.

Financial 53

Financial Customer Experience Banking Multi-Channel 53

GetFeedback

JANUARY 6, 2020

Businesses need to be better at treating customers as individuals , each with their own goals and preferences. Personas help unlock customer insight. A business with hundreds, thousands, or even millions of customers has a big challenge: delivering experiences that don’t make customers feel like numbers.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

Thunderhead

JULY 9, 2018

Over a century later, it’s peculiar that our data and marketing technologies aren’t more harmonious or impactful. Add to this the common wrangles over ‘who owns the customer once they’ve driven off the forecourt’ and Ford’s utopian vision of connected manufacturing seems distant indeed. Auto Blog.

Automotive 63

Automotive Customer Experience 2020 Call Center 63

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. But high implementation cost is no longer a constraint for loyalty programs, as the major loyalty technologies are now cloud-based (although not all embrace a low cost SaaS business model). Rather, Version 3.0

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

Pointillist

APRIL 17, 2019

Customer Data Platforms (CDPs) The hype around Customer Data Platforms (CDPs) is at an all-time high. According to Gartner, client inquiries on CDPs doubled between the first half of 2017 and the first half of 2018. What are Customer Data Platforms? By some estimates, there are more than 80 vendors claiming to offer CDPs.

Customer Journey Mapping 51

Customer Journey Mapping Customer Journey Touchpoint Multi-Channel 51

Optimove

DECEMBER 13, 2018

He was doubtful and perplexed as to why—for all the buzz about Customer Data Platforms and other predictive analytics and customer segmentation tools—he had not quite found a company who proudly acknowledged they found the perfect solution. Having insights and predictions about your customers on an evolving basis is wonderful.

ROI 56

ROI Metrics Measurement Insights 56

CX Journey

FEBRUARY 7, 2019

This post originally appeared on the DoingCXRight blog on July 10, 2018. Whether you're new to CX or looking to expand your current knowledge, it is important to learn about what, when, and how to develop personas so that you can serve your customers better. Constructed for every customer. Documented one time.

Document 43

Document 2018 Touchpoint Customer Centricity 43

Currency Alliance

NOVEMBER 17, 2020

putting the customer at the center of your business model. Layering customer-centricity on top implies a single view of the customer – augmented with data from outside your business, and having the tools to make customer insight actionable. The underlying needs of most customers have not changed.

2021 52

2021 Loyalty Loyalty Programs Travel 52