Talkdesk

DECEMBER 31, 2018

Here at Talkdesk, we’ve decided to take a moment to reflect back on 2018 as we’re about to enter a new year. While we’re just scratching the surface of what’s out there, we’ve curated a few posts from throughout the year that provide insight on aspects of the customer experience that will prove valuable as we head into 2019.

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2018 Insights Contact Center 2019 46

Oracle

MARCH 13, 2018

Here’s what we found out: *BONUS: We’ve made it easy for you to score yourself against these executives with this quick assessment (and, get the full 2018 Smarter CX Insights Report right after). The post Straight from CX Leaders: The Latest Insights in 2018 appeared first on SmarterCX.

2018 64

2018 Insights Customer Experience Customers 64

CloudCherry

OCTOBER 25, 2018

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. For Raju, measuring customer experience over the customer journey has provided the necessary insight for calculating ROI.

CEM 170

CEM 2018 ROI Metrics 170

CloudCherry

DECEMBER 1, 2018

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. For Raju, measuring customer experience over the customer journey has provided the necessary insight for calculating ROI.

CEM 150

CEM 2018 ROI Metrics 150

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).

2018 80

2018 Customer Experience Retail 2017 80

IntouchInsight

MAY 15, 2018

Our top takeaways from the CXPA Insight Exchange 2018, a conference all about customer experience.

2018 59

2018 Insights Customer Experience Customers 59

Oracle

JANUARY 25, 2018

We asked a few thought leaders and influencers to share their insights. 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. Q: Fill in the blank. What do you want?

2018 110

2018 Customer Experience Social Media Consulting 110

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

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2018 Blog Average Handle Time 2019 89

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.

2018 84

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.

2018 84

2018 Customer Service Multi-Channel Document 84

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! Fascinating Insight! The post Tesla: Intriguing Insight To Success appeared first on. Tesla announced that the self-driving car is here. Astonishing Big Gains from Little Changes!

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AskNicely

NOVEMBER 28, 2018

What advanced NPS users know is how to automate and act on their information daily, empower their staff, and use customer insights to retain more customers and grow their revenue. Join us for this exclusive webinar, where our panel will break down the results of the 2018 NPS Benchmark Study. Tuesday, December 04, 2018.

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NPS Webinar 2018 Net Promoter Score 60

Experience Matters

JANUARY 8, 2018

We just published a Temkin Group report, Lessons in CX Excellence, 2018. The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. This report: Highlights specific examples of Read More.

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2018 2017 B2C B2B 58

Experience Matters

OCTOBER 1, 2018

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.

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Net Promoter Score 2018 NPS Insurance 86

Retently

JULY 17, 2018

Satmetrix NICE 2018 average NPS by industry report. Retently will help you sort your NPS insights into categories, you’ll learn which customers love your company and which are on the edge of leaving. 2018 NPS Report Update) appeared first on Retently. It will simply give you the wrong idea.

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Net Promoter Score NPS 2018 Customer Satisfaction 167

Alida

SEPTEMBER 21, 2018

People from VMware, Twitch, Jam City, Red Bull and Cleveland Clinic have been able to drive ROI by delivering insight that improved marketing campaigns, product development and the customer experience. The Shopper Insights team at the company has earned the right to lead the organization by delivering insight that drive revenue.

2018 145

2018 Insights Innovation Feedback 145

Oracle

APRIL 19, 2018

Looking for customer experience conference and events information for 2018 and 2019? April 2018 CX Events and Conferences. April 8 – 11, 2018. April 10 – 12, 2018. April 10 – 11, 2018. April 16 – 18, 2018. April 18, 2018. April 19, 2018. April 19 – 20, 2018. April 23 – 25, 2018.

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Events 2018 2019 Customer Experience 60

ChurnZero

SEPTEMBER 14, 2018

Check out our top ten Customer Success takeaways from INBOUND 2018. Jonathan Hsu (@jhsu98) September 5, 2018. Sarah Goodall (@SarahGoodall) September 5, 2018. Thomas Buddendick (@T_Buddendick) September 5, 2018. Jessika Phillips #RelationshipMarketing (@jessikaphillips) September 5, 2018. 5x as likely to forgive.

2018 66

2018 Customer Success Webinar Customer Retention 66

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?? 2018 will be the year of CX and AI.? How to overcome those challenges?

2018 141

2018 Customer Experience Competitive Advantage 2017 141

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.

2018 63

2018 Social Media E Commerce E-support 63

Oracle

JULY 31, 2018

This week, the SmarterCX.com team is in attendance at Insight 2018 , the second annual conference hosted by PipelinePros, the Oracle ATG, Endeca, and Oracle Commerce Cloud user group. We’ll be covering more from Insight 2018 throughout the week, so check back as we chat with commerce leaders and share additional key takeaways.

2018 40

2018 Insights Retail Travel 40

Peter Lavers

FEBRUARY 27, 2018

We’re delighted to announce that WCL Customer Management’s founding director Peter Lavers will be participating at IBM Watson’s showcase Think 2018 conference in Las Vegas in March. You can find out more and register to attend at the Think 2018 website. The post Think 2018 appeared first on Think CX.

2018 40

2018 Competitive Advantage Leadership Connections 40

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

Oracle

FEBRUARY 26, 2018

Now, in 2018, the excitement that surrounded big data has worn off. What will define 2018 are those tools and technologies that look beyond big data and start to develop much more fluid, qualitative, and ultimately human insights into how and why people shop. appeared first on SmarterCX.

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2018 E Commerce Fashion Retail 90

ShepHyken

JANUARY 1, 2018

15 Customer Experience Trends for 2018 by Bruce Temkin. My Comment: Let’s start the New Year with a list of 14 customer experience (CX) trends for 2018 by my friend Bruce Temkin. If CX is important to you, and I know it is, then pay attention to what Bruce predicts for 2018. Here are my top five picks from last week.

2018 0

2018 Article Customer Service Culture 0

ShepHyken

NOVEMBER 12, 2018

This excellent article will give you insights you need to help determine if hiring a “gigger” will work for you. Forrester) Let’s face it: 2018 was not a fabulous year for customer experience. In this excerpt from the report, Harley Manning, VP, Research Director shares three insights/predictions. Follow on Twitter: @Hyken.

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2018 Article Customer Service 2019 90

Ann Michaels and Associates

DECEMBER 27, 2018

53% of customers expect businesses to reply to their online reviews within seven days (Review Trackers, 2018). • 72% of B2B buyers say negative reviews give depth and insight into a product (G2 Crowd and Heinz Marketing, 2017). • The post 2018: The year online reviews exploded appeared first on Inside the Customer Experience.

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2018 2017 2016 B2B 73

ProProfs Chat

NOVEMBER 17, 2017

As 2017 is coming to an end, here’re 3 customer support trends that promise a better customer support in 2018. Omnichannel- I think that 2018 will be the year that Omnichannel becomes a reality for many customer support centers. Here are three things we should be watching for in 2018. Take a look. . Mike Wittenstein.

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2018 Omnichannel 2017 Technology 111

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

JANUARY 8, 2018

Industry Experts Offer Up 2018 Predictions on Retail Customer Experience by Judy Mottl. Retail customer experience gurus, leaders and experts shared their insight with Retail Customer Experience via email as 2017 ebbed to a close. My Comment: The 2018 customer service and experience predictions continue to roll in.

2018 0

2018 Article Customer Service Contact Center 0

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

Heart of the Customer

APRIL 3, 2018

I recently did an interview with Intouch Insight–see below for Part 1. —– We recently sat down with Jim Tincher, founder of Heart of the Customer and Certified Customer Experience Professional (CCXP), to get his take on the customer experience landscape and how it is changing in 2018.

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Insights 2018 Customer Experience Professionals Article 60

Forrester's Customer Insights

NOVEMBER 1, 2018

CX Europe 2018 is just 10 days from now — Tuesday […]. Forrester’s customer experience Forums are in their tenth year — from our first one in 2009 in New York, they’ve grown and spread to San Francisco, London, Singapore, and other cities around the world and become yearly destinations for CX pros far and wide.

2018 48

2018 2009 Insights Customers 48

NICE inContact

MARCH 15, 2018

The Interactions 2018 agenda is built with you in mind, so you can deliver the most exceptional customer experience directly to your customers. With so much to see and do in three days, make sure to get the most out of your time at Interactions 2018 by planning in advance with the Interactions 2018 Agenda Preview !

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2018 Interaction Customer Experience Blog 48

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. QuestionPro Audience has more than 10 niche panels, including our veterinarian panel. Our vet panel is one of a handful in the continental U.S.

2018 84

2018 2005 Advertising 2016 84

One Millimeter Mindset

DECEMBER 10, 2018

As you read these top 5 Workforce Collaboration blog posts from 2018, ask yourself this one question. Never miss another insightful post. The post One Millimeter Mindset™ 2018 Workforce Collaboration Blog Review appeared first on Babette Ten Haken. Collaborative Workplace Experiences create Better Customer Experiences.

2018 65

2018 Blog Workshop Innovation 65

ShepHyken

MAY 28, 2018

ICMI) We’re almost to the mid-point of 2018, and it still amazes me that many brands either have no social customer service or ineffective social customer service. Whether you are delivering a high-level of social customer care experience or not, there’s plenty of good insights, stats and facts that you need to pay attention to.

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2018 Article Customer Service Loyalty Programs 77