CSM Magazine

DECEMBER 14, 2017

Eleven organizations have been shortlisted to win the 2018 Customer Contact Innovation Awards. There are great role models for Planning, Insight, Quality, Customer Experience and Continuous Improvement teams – as well as operations teams at all levels. Sainsburys Bank – Developing a culture of innovation.

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2018 Innovation Culture Banking 40

Oracle

JANUARY 31, 2018

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? On our 2018 Predictions page, you’ll find articles like: Top 5 CMO Priorities in 2018 (Hint: It’s All About Data).

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2018 Customer Experience Retail 2017 80

Alida

SEPTEMBER 21, 2018

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. Tell real stories.

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2018 Insights Innovation Feedback 145

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.

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Customer Journey Mapping 2018 Customer Journey Innovation 49

Beyond Philosophy

OCTOBER 24, 2016

In fact, the orders they already have means that if you reserve the car today, you will get it in mid-2018—over two years later! Despite their heavy losses in R & D, they continue to maintain a reputation for being innovative. Fascinating Insight! The post Tesla: Intriguing Insight To Success appeared first on.

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C3Centricity

DECEMBER 31, 2018

If you believe that you could be getting better support on your customer understanding and insight development, then these ten ideas will take you a long way to doing this in 2019. Top 10 Marketing Infographics to Smash 2018 (Inspiration for the Visual World). Five Ideas to Improve your Insight Development.

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2018 Brands Customer Journey Mapping 2019 83

Lumoa

JANUARY 9, 2018

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?? Customers want unique, special and innovative. How to overcome those challenges?

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2018 Customer Experience Competitive Advantage 2017 141

One Millimeter Mindset

DECEMBER 10, 2018

Workplace collaboration is a professional development and innovation strategy. As you read these top 5 Workforce Collaboration blog posts from 2018, ask yourself this one question. 2 Ways We create unforgettably Innovative Customer Experiences. Never miss another insightful post. But, most of the time, ignore.

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2018 Blog Workshop Innovation 65

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. This will enable you to extract actionable insights from your customer data and capitalize on the information available to you. customer exhibitors at MWC 2018: Verto Analytics. Messaging app exhibitors at MWC 2018: Infinity Mobile.

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2018 Customer Service Multi-Channel Document 84

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. This will enable you to extract actionable insights from your customer data and capitalize on the information available to you. customer exhibitors at MWC 2018: Verto Analytics. Messaging app exhibitors at MWC 2018: Infinity Mobile.

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2018 Customer Service Multi-Channel Document 84

C3Centricity

AUGUST 20, 2017

Do you know how you’re going to beat the competition in 2018? Faster growth, increased profitability, or more successful innovations? More Successful Innovation. ” Both of these posts emphasise the importance of customer understanding and starting your innovation process with the customer. .”

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2018 Innovation Competitive Advantage Books 48

Alida

JANUARY 7, 2019

In 2018, Experience Management (XM) arrived. For customer experience professionals – those activating the insights customers offer – the winners will be those who earn the right to work inside the system of record’s firewall, engaging the right customers to share data and opinions that can build upon what’s already known by the enterprise.

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2019 Customer Experience Customer Centricity Competitive Advantage 212

Second to None

FEBRUARY 14, 2018

This piece was originally published by Forbes on February 8, 2018: “You may still be writing “2017” on forms, but no one can deny that 2018 is in full swing. Here are the six customer service trends we expect to see in 2018 and, more importantly, our advice on how to manage them. Those numbers will only rise in 2018.

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2018 Social Media E Commerce E-support 63

ShepHyken

JULY 30, 2018

The answers given are insightful and may prove useful if you’re looking to revamp your company’s customer engagement in the near future. 5 Ways Online and Offline Customer Experiences are Coming Together in 2018 by Vandita Grover. Reimagining customer experience, part 3: Airport innovations by Mitra Sorrells .

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2018 Article Customer Service Customer Service Training 78

Customer Bliss

DECEMBER 14, 2018

As many of us are taking some much-needed downtime, I’m closing out the year by replaying some of my most popular episodes from 2018. I encourage you to check out the original show notes to find even more of Amanda’s great tactics and insights. With Organizational Maturity Comes Increased Responsibilities.

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2018 Chief Customer Officer Culture Competitive Advantage 120

ShepHyken

MAY 21, 2018

5 Ways Starbucks is Innovating the Customer Experience by Liz Barrett Foster. Here is a short article that shares five insights into how Starbucks innovates CX. The post 5 Top Customer Service Articles For the Week of May 21, 2018 appeared first on Shep Hyken. Here are my top five picks from last week.

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Article 2018 Customer Service Customer Service Strategies 83

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. Think smaller in 2018…specifically, mobile apps. In 2018, major players will be defined by their understanding of this delicate balance.

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2018 Customer Journey Mapping Contact Center E Commerce 72

ShepHyken

NOVEMBER 5, 2018

21 Lessons From Jeff Bezos’ Annual Letters To Shareholders by CB Insights. (CB CB Insights) Each year, Jeff Bezos writes an open letter to Amazon’s shareholders. The post 5 Top Customer Service Articles for the Week of November 5, 2018 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

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Article 2018 Customer Service Airlines 80

Oracle

JANUARY 14, 2018

This week, the SmarterCX.com team was at NRF 2018 , the National Retail Federation’s Big Show. Javits Convention Center, NRF is one of the largest and most anticipated retail events each year, and showcases the latest in retail customer experience trends and technology innovations. Taking place in New York City at the Jacob K.

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2018 Retail Customer Experience 2017 49

QuestionPro Audience

MARCH 2, 2018

The 2018 awards season comes to an end this Sunday at the 90th Academy Awards. and consists of more than 40,000 highly engaged, pre-screened veterinarians who provide critical insights. With industry knowledge, innovative tools, and purchasing power, QuestionPro Audience always meets the rigorous demands of our clients.

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2018 2005 Advertising 2016 84

Currency Alliance

DECEMBER 20, 2022

One important thing we have noticed in the past two years is that the innovation team, the Head of Digital, or people with similar titles, have broader responsibility for CX across channels. You need insights on how these people engage with other relevant and complementary brands. Rising influence of technical buyers, brand-side.

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2023 Loyalty Innovation Loyalty Programs 52

One Millimeter Mindset

DECEMBER 13, 2018

Regardless of whether you and I collaborate on a new, innovative professional development path for you, leveraging the profitability of workplace collaboration, or creating a more collaborative, organization- and association-wide customer retention strategy. Never miss another insightful post. ~ Babette Ten Haken.

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Blog 2018 Workshop Customer Retention 68

ShepHyken

AUGUST 20, 2018

Customer service expert Chip Bell gives us some insights into how to do exactly that. ” Dan Gingiss, marketing and customer service expert, pulled together comments from eleven customer service experts who share their insights that will help you give your customers something to talk about. How complicated can that be?

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Article 2018 Customer Service B2B 69

One Millimeter Mindset

DECEMBER 27, 2018

My top 2018 Customer Experience blog post started off being a reflection of a topic near and dear to my heart. My little post ended up placing fourth out of thirteen entries in the 2018 Customer Experience Update MVP Awards in the category of Organizational Alignment and Company Culture. Never miss another insightful post.

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Presentation 2018 Blog Customer Experience 59

Up Your Service

SEPTEMBER 22, 2018

Service Council’s 2018 Smarter Services Symposium was held in Chicago with 250 delegates representing 100+ service organizations all gathering under the theme: “Service is Humanity”. Service innovation in a commoditized world is a source competitive advantage. Question: Is service a cost center or revenue (value?)

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2018 Measurement Competitive Advantage Metrics 74

CloudCherry

APRIL 5, 2019

Gartner reports from 2018 that 52% of marketers with CX responsibility expect their budgets to remain the same or decrease. Product – Development, design, innovation, and adaptive. In Forbes Insights 50 Most Engaged Companies, research shows leading brands known for creating higher levels of Customer Engagement.

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Marketing Customer Experience B2B Airlines 278

One Millimeter Mindset

DECEMBER 12, 2018

Never miss another insightful post. Her One Millimeter Mindset speaking and consulting programs leverage collaboration to catalyze professional innovation, workforce engagement and customer retention. The post One Millimeter Mindset™ 2018 Customer Retention Blog Review appeared first on Babette Ten Haken. Image source: Fotolia.

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Customer Retention Blog 2018 Workshop 63

Eptica

NOVEMBER 7, 2018

Date: Wednesday, November 7, 2018 Author: Olivier Njamfa - CEO & Co-Founder 3 ways to deliver real value from Voice of the Customer insight. Published on: November 07, 2018. Customer insight is too vital to business success to be trapped in silos.

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Customer Insights Insights E Commerce Social Media 66

Second to None

MARCH 16, 2018

You can access the piece by clicking here , or by reading below: This piece was originally published by Oracle on March 16, 2018: “Customer Experience (CX) is not just a buzz word. Register for Modern Customer Experience 2018 here. . According to Intel, there will be 200 billion connected devices by 2020.

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2018 Customer Experience 2017 Customer Satisfaction 63

Oracle

APRIL 10, 2020

Over 60% of Millennials and Gen Z consumers stream video daily, according to a 2018 Deloitte study. So, how are streaming services and digital content solutions staying ahead of the game and innovating in 2020? So, how are streaming services and digital content solutions staying ahead of the game and innovating in 2020?

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2020 Innovation Entertainment Social Media 52

Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? Technology advances will continue to inspire new innovations in customer experience. Are there efficient processes in place for analyzing customer data or communicating customer insights? CX is a tough business.

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2018 Customer Experience Customer Centricity Culture 129

Oracle

SEPTEMBER 19, 2018

Oracle OpenWorld 2018 will take place October 22-25 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. General Session: The Latest CX Innovations for Sales. Here are 5 of the upcoming, must-see sales-focused sessions.

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2018 Sales Roadmap Loyalty 49

Clarabridge

MAY 11, 2018

Recapping Day 3 of C3 2018 . This level of personalization and insight allows them to better meet future customer expectations and provide more valuable user experiences. Insights have ranged in scope from website usability issues to pinpointing the squeaky bed in the maternity ward that was waking up the new moms and their newborns!

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2018 Social Media Healthcare 2019 40

NetBase

OCTOBER 5, 2018

The 2018 Consumer Experience Analytics Report highlights the ways brands are on target – and the areas where they need to better their aim. Innovating new offerings is as important to customer satisfaction as anything else – but that’s not always part of brand thinking. Customer Satisfaction Tops the Priority List. RELATED ARTICLES.

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2018 Consumers Brands Social Media 45

Customer Alignment

JANUARY 21, 2018

We have all seen a range of articles talking about predictions for Customer Experience in 2018. Forrester have called it ‘ A year of Reckoning’; they state that there is “a burning platform mandating bold action” but also that 30% of companies will see further declines in CX quality in 2018. Most tech is merely an enabler.

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2018 Net Promoter Score NPS 2017 40

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. View more details.

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2018 Customer Experience Hotels B2B 40

QuestionPro Audience

MARCH 2, 2018

The 2018 awards season comes to an end this Sunday at the 90th Academy Awards. and consists of more than 40,000 highly engaged, pre-screened veterinarians who provide critical insights. With industry knowledge, innovative tools, and purchasing power, QuestionPro Audience always meets the rigorous demands of our clients.

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2018 2005 Advertising 2016 60