Beyond Philosophy

NOVEMBER 21, 2020

Experts estimate that companies wasted around $900 billion in 2018 on failed digital transformation projects. This episode of The Intuitive Customer hosts guest presenter Zhecho Dobrev, Principal Consultant for Beyond Philosophy, and our lead for digital transformation consultations. Key Ideas to Improve Your Customer Experience.

Consulting 60

Consulting 2018 2020 Financial 60

Beyond Philosophy

NOVEMBER 27, 2020

Dobrev shared some fascinating statistics about both digital transformation and Customer Experience. Experts estimate that anywhere from 50 to 80 percent of digital transformation projects failed in 2018. My best way to explain it is through a recent experience I had buying glasses online. Empathy helps, too.

Net Promoter Score 150

Net Promoter Score NPS Insurance Consulting 150

Oracle

DECEMBER 17, 2018

Retailers know that a positive customer experience is vital to making sales, and this holiday season, they’re putting in efforts to make shopping fun again. Here are three ways consumers will be able to enjoy retail therapy in 2018. 2018 is the year of shipping wars with big box retailers.

Retail 40

Retail 2018 Omnichannel Events 40

ERDM

FEBRUARY 12, 2018

Article by Ernan Roman Featured on RetailTouchPoints.com According to the IBM 2017 Customer Experience Index (CEI) Study , “Only 19% of brands offer more than a basic level of personalization of the online experience.” For 2018 they need to trust that customers know what they want.

Fashion 58

Fashion 2017 Omnichannel 2018 58

CSM Magazine

NOVEMBER 22, 2023

In the swirling storm that is modern retail, with the high street being buffeted by economic, technological, and social changes, there emerges a beacon of opportunity for retailers: curating brilliant and memorable digital customer experiences. In 2018, online sales accounted for $6.22 billion – a rise of 23.6%

Online Experience 52

Online Experience E Commerce Retail E-support 52

Second to None

JUNE 7, 2018

Creating an online experience that pushes customers further along their path-to-purchase can be a differentiator between growth and stagnation. Ultimately, your brand needs to position itself as a consistently positive presence in their patrons’ lives?

Social Media 59

Social Media Voice of Customer Brands Consumers 59

Oracle

APRIL 3, 2018

Next week at Oracle Modern Customer Experience 2018 in Chicago, the Markie Awards ceremony will take place, where winners in 19 categories of marketing and customer experience excellence will be announced. Tell us a little about Passarela and the great things you’re doing in customer experience.

Fashion 50

Fashion Retail 2005 2011 50

Second to None

SEPTEMBER 20, 2018

It’s no wonder then that as customer habits transitioned further towards mobile, Google answered. On the March 26th of 2018, Google announced that they were rolling out mobile-first indexing. The best eCommerce brands are completing mobile-first indexing when designing their digital brand experience. Let’s dive in.

Customer Experience 54

Customer Experience 2018 Customer Journey Mapping Voice of Customer 54

Maru Group

DECEMBER 18, 2018

Since 1999, Maru/edr have been benchmarking the online retail landscape over the crucial Christmas trading period to unearth best practice and understand what makes a winning digital customer experience. 2018 Christmas Winners. Maru/edr Retail Benchmark 2018 leaders. What makes ASOS’s online experience so great?

Retail 40

Retail Touchpoint 2018 Fashion 40

Thunderhead

OCTOBER 19, 2018

In other words, satisfying customer needs, rather than ‘forcing journeys’ – for example, providing the option to have entirely online experiences. It’s about making effortless journeys for customers, not complex processes” – dealer CEO. Jamie Watts, Sales Manager of the Year 2018. Or open in a new tab).

Omnichannel 40

Omnichannel Automotive 2018 2025 40

Retently

AUGUST 22, 2018

However, in the pursuit of keeping their operational costs lower, airlines often compromise on one element that has become the crucial competitive differentiator – customer experience. Why do Airlines Have Low Customer Satisfaction Ratings. Satmetrix NICE 2018 NPS Benchmark by Industry. Takeaways from the study.

Airlines 83

Airlines Customer Satisfaction NPS Net Promoter Score 83

Natalie Petouhof

SEPTEMBER 19, 2016

Tweet This research that I just completed is about how to use customer experience to turn Millennials into brand advocates. In fact, by 2018 in US, projected income = $3.4 And millennials take online action all the time! 47% write about good online experiences. Why does it matter? 88% text each other.

Wireless 76

Wireless Social Media Events Contact Center 76

Oracle

AUGUST 27, 2019

In fact, e commerce was often used as shorthand for online retail, as those businesses were among the first to enlist the internet as a point of sale. The use of chatbots — AI-powered algorithms that can handle basic text inquiries — is commonplace, with 24/7 human chat access representing the next line of customer interaction.

E Commerce 58

E Commerce E-support B2C Retail 58

Qualtrics

OCTOBER 10, 2019

Increasingly, online and offline customer experiences form part of a merged ecosystem where shoppers move freely between multiple channels. To provide the levels of ease and personalization customers now expect, brands must engage their audiences seamlessly across all touchpoints. sales increase in 2018.

Travel 34

Travel Retail Multi-Channel Fashion 34

Chattermill

NOVEMBER 4, 2018

on 5 Nov 2018. Customer Experience. The post aims to give the reader a gentle overview of NLP, ML and Deep Learning and make the connection of how it can be applied in the context of customer experience and support. How NLP, ML and Deep Learning Can Transform Your CX Strategy. by Sam Frampton. Deep Learning.

Social Media 76

Social Media Net Promoter Score Feedback CEM 76

Qualtrics

APRIL 28, 2020

“Previously, we’ve only ever collected CSAT for our call center channels - but we wanted to understand digital customer touchpoints.” Using website feedback to create breakthrough experiences. In June 2018, Tryg chose to roll out website feedback across two areas of its website: the product purchase flow and the claims process.

Insurance 29

Insurance Call Center Feedback Financial 29

Lumoa

APRIL 3, 2018

That time, customer experience management was still unknown to the most of the business doers. Soon after, NPS gained popularity and used to be implemented everywhere: from customer service interaction to every individual customer touchpoint. The “why”-question is the golden source for your customer experience management.

Net Promoter Score 134

Net Promoter Score NPS Touchpoint Feedback 134

ShepHyken

DECEMBER 4, 2017

Rethinking Federal Customer Experience by Frank Konkel. Nextgov) This eBook looks at how agencies are baking customer experience into their missions. My Comment: Let’s kick off this week’s Top Five with an interesting concept: That the United States government could provide excellent customer service.

2017 0

2017 Article Customer Service Government 0