CX University

JUNE 14, 2018

May 15, 2018. As it turns out, customer experience unlocks a radical capability of mapping the customer journey. To destroy silos, all you need to do is focus on changing customer journeys. From Touchpoint to Customer Journey: How the simple act of connecting the dots will start a revolution.

2018 40

2018 Touchpoint Customer Journey 2016 40

Eptica

JANUARY 31, 2018

Date: Wednesday, January 31, 2018 The Year of Humanity: Putting the customer first in 2018. Published on: January 31, 2018. Building on this theme, Temkin Group has declared 2018 to be the Year of Humanity when it comes to customer experience. In fact, technology can help – in three main ways: 1.

2018 55

2018 Consumers Social Media 2017 55

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

Those with or without customer experience in their titles are considering how their daily work impacts the customer journey. Are you following these 5 critical customer experience trends? What are some of the customer experience trends we’ll see through the end of 2017 and into 2018?

Net Promoter Score 244

Net Promoter Score 2017 Banking Metrics 244

Alida

MAY 24, 2018

That’s the key message I heard at the CX Exchange Retail 2018 , an intimate, invite-only conference for business executives in retail. To win the business of consumers, however, companies need to invest in continuously improving the experience of their customers. Great CX begins with a deep understanding of customers.

Retail 189

Retail 2018 ROI Touchpoint 189

Experience Investigators by 360Connext

MAY 17, 2018

The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired. They rarely have full visibility into the customer journey. Not for the faint of heart!

Leadership 161

Leadership 2018 Culture Customer Experience Professionals 161

Oracle

NOVEMBER 5, 2018

Modern Customer Experience 2018 is heading to Europe and will take place in Amsterdam (November 6), Frankfurt (November 13), London (November 14), and Stockholm (November 15) with planned sessions on topics including keeping up with customer demands, expanding your network, the future of customer loyalty, and more.

2018 40

2018 Customer Experience Hotels B2B 40

Wootric

DECEMBER 21, 2018

This further validates our initial hypothesis that CXInsight would give our customers cutting edge insight in Voice of Customer data regardless of how that data was collected. We are helping them move toward the CX holy grail: unifying all of the “voices” of the customer in one analytics platform. .

2018 67

2018 E Commerce E-support 2019 67

Lumoa

NOVEMBER 7, 2022

. #1 Customer insights are a company-wide resource Even just a few years ago, customer insights or feedback were collected and owned solely by the CX or marketing team. They’d organize surveys and listen to customers and then try to share these insights with other teams. That’s because it works.

2023 83

2023 Customer Experience Competitive Advantage 2021 83

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. 2 for Companies.

Contact Center 42

Contact Center 2018 Customer Centricity Social Media 42

BirdEye

MARCH 9, 2021

Every customer interaction and touchpoint – from a review left online, to a webchat, to a survey response – becomes an opportunity to start or deepen a relationship, and a way to extract valuable insights from the experience. They directly connect customer acquisition and customer experience.

Marketing 72

Marketing Multi-Channel Net Promoter Score Customer Centricity 72

CSM Magazine

AUGUST 10, 2017

The Forrester Report ‘The Insights-Driven Business’ forecasts that insight-driven businesses will grow from $333 billion in revenue in 2015 to $1.2 With global growth being less than 4%, that means insight organisations are projected to grow at least eight times faster than global GDP. billion in market value by 2018.

Customer Insights 40

Customer Insights Insights 2015 Customer Relationships 40

Experience Investigators by 360Connext

AUGUST 27, 2019

But your employees need to care – really, truly, deeply care – before anything can really happen for your customers. Culture change is much harder…” I think that’s a really insightful statement. In 2018, employee turnover was reported as high as 81% for part-timer retail hourly workers. And mean it.

Employee Experience 146

Employee Experience Customer Experience Culture Retail 146

CX Workout - Ideas Blog

NOVEMBER 3, 2020

2) Misunderstanding the True Voice of Customers and Employees. 3) Little connection between the Employee Experience and Customer Experience. For example, why do businesses still support siloes between Customer Experience (CX), Data, Digital, Employee Experience (EX), Enterprise Technology, Human Resources, and Marketing?

Net Promoter Score 98

Net Promoter Score Employee Experience Customer Satisfaction Metrics 98

CloudCherry

DECEMBER 1, 2018

Even if a customer says they are satisfied after a customer support interaction, they still might not repurchase, or use your product a little less. This is why integrations are so critical to understanding the customer journey and predicting future actions. Actionable customer insights. Context is king.

CEM 186

CEM ROI Metrics 2018 186

Eptica

MARCH 28, 2018

Date: Wednesday, March 28, 2018 Why it is time to calculate the ROI of VoC programs. Published on: March 28, 2018. Author: Olivier Njamfa Businesses have been running Voice of the Customer (VoC) programs for some time , but in many cases overall customer satisfaction has actually deteriorated.

ROI 65

ROI Net Promoter Score E Commerce Return on Investment 65

CloudCherry

NOVEMBER 13, 2018

Even if a customer says they are satisfied after a customer support interaction, they still might not repurchase, or use your product a little less. This is why integrations are so critical to understanding the customer journey and predicting future actions. Actionable customer insights. Context is king.

CEM 170

CEM ROI Metrics 2018 170

Call Experts

MARCH 5, 2020

If you need to connect your ERM, CRM, or ERP, so that records update in real-time, an experienced contact center is your best partner for the job. With a dedication to excellence, every Call Experts team member receives continuous training to guarantee the best service experience for your customers. Customer Journey Mapping.

Contact Center 80

Contact Center Call Center 2018 Customer Journey Mapping 80

CSM Magazine

AUGUST 12, 2020

Now support teams can seamlessly manage more complex customer queries and deliver shorter reply times to even the most complex or VIP customer questions. The ability to control response times helps teams set clear expectations with customers and frees up support teams to focus on high-impact work.

2011 52

2011 Poor Customer Service 2018 Customer Journey 52

Thunderhead

MARCH 25, 2019

Customer Experience is getting the recognition it has long deserved. In 2018, Thunderhead was named as a Leader in the Forrester Wave for Customer Journey Analytics for the second time. The Wave is comprised of two reports: Journey Orchestration and Visioning. And the concept of an ‘intent-driven journey’ was born.

2018 40

2018 2014 Customer Centricity Customer Journey 40

Oracle

DECEMBER 12, 2019

. “Every team and every team member needs to buy in to why we’re providing great customer experience. The customer just feels like, “I went from one end to the other and, oh, was that a different person? Emotional connections are the core of your CX increase gross margin and sales growth.

2019 58

2019 Customer Experience Competitive Advantage Customer Care 58

Eptica

MARCH 7, 2018

Date: Wednesday, March 7, 2018 Why surveys aren’t enough for Voice of the Customer success. Published on: March 07, 2018. Author: Taoufik Massoussi Brands understand that they need to listen to their customers if they are to deliver an engaging experience that drives loyalty and long-term revenues.

Customer Success 49

Customer Success Return on Investment 2018 Social Media 49

Chattermill

JULY 15, 2018

The Best Customer Experience (CX) Events You Can Still Go To This Year. by Jack Miller on 16 Jul 2018. Customer Experience. The best customer experience events you can still go to in 2018. There’s a theme to many of 2018’s CX events: Innovation. Conferences. Top CX Events You Can Still Go To This Year.

Events 40

Events Customer Experience 2018 B2B 40

ProProfs Chat

DECEMBER 23, 2019

Customer experience metrics have penetrated most organizations. So, the chances of your business relying on these insights are quite probable. But it is not just about customer satisfaction surveys or getting to track the Net Promoter Score although both can be part of the overall equation. Total number of searches.

Customer Centricity 96

Customer Centricity Customer Journey Mapping Customers Culture 96

Second to None

MARCH 12, 2018

You can access the piece by clicking here , or by reading below : This piece was originally published by Type A Communications on March 8, 2018: “Just because two customers are close in age, live in big cities and earn similar incomes doesn’t mean they spend the same way. My Connection. The iPhone took only 2.5

Brands 54

Brands Voice of Customer Connections Events 54

Eptica

FEBRUARY 7, 2018

Date: Wednesday, February 7, 2018 The 6 key challenges to successful self-service – and how to overcome them. Published on: February 07, 2018. Author: Sylvain Maugard Today’s connected consumers have high expectations of the brands they deal with. 5 ways to get your email customer service ready for 2018.

2018 49

2018 Competitive Advantage Consumers Entertainment 49

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Combining multiple types of data.

Webinar 54

Webinar Management Touchpoint Customer Journey 54

Avaya

MAY 23, 2017

With people, processes, services and things more dynamically connected than ever, companies are feeling relentless pressure to digitize, simplify, and integrate their organizational structures to remain competitive. But there’s a big hole in the fabric of most digital transformation (DX) plans: the customer experience (CX).

Contact Center 42

Contact Center Touchpoint Customer Centricity Customer Journey 42

Customer Bliss

SEPTEMBER 19, 2017

It brings together the market insight, location analysis, and business intelligence today’s market requires. Customers such as Walmart, McDonald’s, and AT&T rely on Alteryx. As many in our field know and understand, customer experience is just that: the full experience. They also did a refresh of customer journey mapping.

Chief Customer Officer 97

Chief Customer Officer Roadmap Telecommunications Customer Journey Mapping 97

Fox Metrics

JUNE 25, 2020

Modern trends require employing top Analytics tools like FoxMetrics to get a better insight into marketing performance. It’s not unusual for a customer to find products on social media, visit your website to get more information about the product and then make the purchase in the physical store. Image Source: FoxMetrics. Good Content.

2020 111

2020 Marketing Social Media Advertising 111

Second to None

MARCH 14, 2018

You can access the piece by clicking here , or by reading below: This piece was originally published by Chief Marketer on March 8, 2018: “To combat advertising fatigue, more companies are turning to experiential marketing—creating powerful memories for participants while connecting with the people who genuinely want to interact.

ROI 54

ROI Events Social Media Return on Investment 54

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Combining multiple types of data.

Webinar 48

Webinar Management Touchpoint Customer Journey 48

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Combining multiple types of data.

Webinar 48

Webinar Management Touchpoint Customer Journey 48

Eptica

DECEMBER 12, 2018

Date: Wednesday, December 12, 2018 Author: Pauline Ashenden - Marketing Manager How CX is central to Digital Transformation. Published on: December 12, 2018. You need to develop an intimate understanding of customer needs, for example by analyzing their interactions, and use this customer insight to drive real change.

2018 65

2018 2022 Culture 2019 65

Second to None

MARCH 19, 2018

Creating a leading Customer Experience requires utilizing every tool at your disposal. Every moment along the customer journey can impact the way customer’s perceive your brand, including moments in which there isn’t even a direct interaction with an employee. ” 2. .””

Voice of Customer 59

Voice of Customer Brands 2018 Customer Journey 59

ChurnZero

JANUARY 4, 2019

“We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do). The biggest trend I see emerging in Europe, which started at the end of 2018 is Customer Success Plans becoming a staple asset of Customer Success teams.

2019 73

2019 Customer Success 2018 Chief Customer Officer 73

Kayako

APRIL 29, 2019

Yes, it’s important to regularly gather customer feedback through research and customer listening, but that doesn’t mean that you can’t also listen to the voice of the employee. These insights can be just as useful to drive ongoing improvements to the customer journey.

Customer Service 65

Customer Service Customer Journey Customer Centricity Entertainment 65

Kitewheel

AUGUST 14, 2020

How can you know if your customer experience is up to par? Well, according to a 2018 survey, only 49% of US consumers believe that companies provide a better customer experience. One way to measure customer experience is by analyzing customer satisfaction survey results. Identify Sources of Churn .

Net Promoter Score 52

Net Promoter Score Customer Experience Social Media Customer Satisfaction 52