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?? That’s what we asked each of them: How do you see the future of customer experience??

2018 141

2018 Customer Experience Competitive Advantage 2017 141

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.

Net Promoter Score 86

Net Promoter Score 2018 NPS Insurance 86

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.

2018 58

2018 2017 B2C B2B 58

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”. The impulse to share information and insights sounds like a good idea, but over-communication can be overwhelming.

2018 74

2018 Measurement Competitive Advantage Metrics 74

Enalyzer

DECEMBER 27, 2018

We’re closing in on the end of the year, so we thought we would sum up 2018’s highlights, i.e. the features and updates made in 2018 that you absolutely need to know about. We measure and improve customer and employee metrics, such as engagement and loyalty. Maybe you missed some? Score Calculator. Bulk edits in reports.

2018 64

2018 Download 2019 Consulting 64

Clarabridge

MAY 9, 2018

Breaking it Down with Best Practices and Brecht: C3 2018 Day 1 Recap. According to the Temkin Group, 63% of companies are soliciting feedback from customers, but only 24% are making changes to their business as a result of the insights. Deriving New Insights from Your Data.

2018 40

2018 CEM Roadmap Contact Center 40

Lumoa

MAY 16, 2024

Data scientists continuously refine models based on new data and insights. Data science uses various metrics like precision, recall, rank, log likelihood, and information gain. These metrics don’t always align with each other or with user experience. Especially in unsupervised learning, useful metrics are rare.

Banking 83

Banking Books Metrics Measurement 83

GetFeedback

MAY 2, 2019

According to the CX Network’s Global CX report , more than 60% of the organizations surveyed planned to have established or advanced CX practices by the end of 2018. We heard by now that the battleground for business growth lies in your ability to provide a better customer experience than any of your competitors. Image via Kapiche.

Net Promoter Score 261

Net Promoter Score ROI 2018 NPS 261

AskNicely

JANUARY 10, 2019

Validating that, AskNicely’s 2018 NPS Benchmark Study found forward-looking companies that strategically step away from price wars to concentrate on customer experience metrics are discovering more retention and better growth. Tracking of Customer Experience Metrics Now Required. Five Common Customer Experience Metrics.

NPS 60

NPS Metrics Customer Experience Net Promoter Score 60

AskNicely

AUGUST 29, 2018

Getting the most value out of your NPS program is more about first having a winning process , which then unlocks those optimal metrics. Traditionally, NPS was viewed as a boardroom-only metric. More recently, organizations have set a new standard of empowerment by using customer insights to grow revenue and retain more customers.

NPS 60

NPS Net Promoter Score 2018 2003 60

BirdEye

FEBRUARY 15, 2024

In this blog, we’ll delve into the latest online review trends, insights, and strategies to help you paint a detailed picture of consumer behavior and use it to your advantage. From 2014 to 2018, there was a noticeable decrease in the length of reviews. Why are online review statistics important for your business?

2024 109

2024 Automotive 2023 Healthcare 109

CX Journey

FEBRUARY 27, 2019

It was published on their blog April 19, 2018. I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics. Also, is your company metrics-focused or experience-focused ?

Metrics 35

Metrics 2008 NPS Financial 35

Retently

JUNE 24, 2018

Net Promoter Score is more than a metric that shows the likelihood of recommendation; it is a great way to interact with your customers, understand the issues they face and provide a solution. The ability to invite your colleagues to collaborate on the collected customer insights will also accelerate the loop closure.

NPS 99

NPS Net Promoter Score 2018 Feedback 99

CX University

JUNE 14, 2018

May 15, 2018. They have their responsibilities, their metrics, and they can become defenders of their domains. Crossword Puzzle: Customer Experience VOC and Insight. Previous Briefs: Brief 15 May 2018 Brief 15 April 2018 Brief 15 March 2018. The post Brief 15 May 2018 appeared first on CX University.

2018 40

2018 Touchpoint Customer Journey 2016 40

CX Journey

FEBRUARY 27, 2019

It was published on their blog April 19, 2018. I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics. Also, is your company metrics-focused or experience-focused ?

Metrics 32

Metrics 2008 NPS Financial 32

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.

2018 40

2018 Net Promoter Score NPS 2017 40

Enalyzer

DECEMBER 27, 2018

We’re closing in on the end of the year, so we thought we would sum up 2018’s highlights, i.e. the features and updates made in 2018 that you absolutely need to know about. We measure and improve customer and employee metrics, such as engagement and loyalty. Maybe you missed some? Score Calculator. Bulk edits in reports.

2018 40

2018 Download 2019 Consulting 40

CSM Magazine

SEPTEMBER 10, 2018

It’s the way they use the customer service metrics to their advantage. The insights they derive from the metrics are not limited to checking an agent’s performance or overall customer satisfaction. Unfortunately, most brands undermine the potential of metrics. They give more insights than the usual surveys and ratings.

Metrics 40

Metrics Customer Service Transportation Customer Satisfaction 40

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

What are some of the customer experience trends we’ll see through the end of 2017 and into 2018? There is No Perfect Metric. Leaders have spent years banging the drum for one metric or another as the perfect way to track customer experience. We’re now taming big data into impressive insights.

Net Promoter Score 244

Net Promoter Score 2017 Banking Metrics 244

ShepHyken

AUGUST 27, 2018

Now, customer experience (CX) is the metric that counts in the eyes of the consumer. Here’s some insight on what to do when outside forces intercept your best efforts. The post 5 Top Customer Service Articles for the Week of August 27, 2018 appeared first on Shep Hyken. Compliance, regulations, etc. Follow on Twitter: @Hyken.

2018 59

2018 Article Customer Service 2020 59

Up Your Service

SEPTEMBER 10, 2018

?. Join me at the Service Council 2018 Smarter Services Symposium in Chicago on September 17, 18, 19, 2018. The event is packed with insightful keynote speeches, deep-dive breakout workshops, wide ranging panel discussions. The theme of the 2018 Service Council Smarter Services Symposium is “Service is Humanity”.

2018 40

2018 Hospitality Workshop Insurance 40

Eptica

APRIL 11, 2018

Date: Wednesday, April 11, 2018 Why brands need to capture deeper customer insight from unstructured data. Published on: April 11, 2018. This customer intelligence goes beyond simple insight (the who, what, when and where) to unlock the why – why is the customer behaving in this way?

Net Promoter Score 50

Net Promoter Score Customer Insights Insights Brands 50

NetBase

OCTOBER 12, 2018

Which metrics matter most as you strive to change that statistic? We talked about 11 social media metrics worth mastering in a recent Adweek webinar. These are all aspects of Engagement you can measure – but you need a bit of help from our next metric to really get down to what’s driving the conversation. Relative Engagement.

Social Media 49

Social Media Metrics Webinar Airlines 49

Oracle

NOVEMBER 7, 2018

This past week, we attended Cable Tec Expo 2018 in Atlanta – a conference that showcases breakthrough technology and trends in the cable and telecommunications industries. Here are a few of our most notable takeaways and insights from Cable Tec Expo 2018. — SCTE • ISBE (@scte) October 18, 2018.

2018 40

2018 Telecommunications Wireless Transportation 40

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. Customer-centric metrics like first call resolution, handle time and CSAT will improve while agent effort will decrease and efficiency will increase. #2:

Contact Center 40

Contact Center 2018 Innovation Social Media 40

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. Customer-centric metrics like first call resolution, handle time and CSAT will improve while agent effort will decrease and efficiency will increase. #2:

Contact Center 40

Contact Center 2018 Innovation Social Media 40

Comm100

JUNE 13, 2018

Metrics and Measures. We’ve talked about metrics and KPIs on the blog previously and we’ve focused on ensuring that you’re actually measuring the right things and how to measure. The standard metrics and KPIs we’re all used to still have a place, it’s just all about ensuring that they don’t take the place of the human touch!

2018 41

2018 Article Customer Service Airlines 41

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

CSM Magazine

JULY 17, 2023

The resulting business information is then presented visually through the dashboards” Each dashboard shows performance metrics immediately highlighting potential issues such as poor resource utilisation, productivity, or job profitability. Managers can then make better decisions to improve performance based on full and current insight.

2013 52

2013 2018 Customer Relationship Management 2020 52

ClientSuccess

MARCH 20, 2018

Yesterday, March 19th, the 2018 MindTouch Top 25 Influencers and the Top 100 Customer Success Strategist list was announced. I know that Ari Hoffman, Marisa Delao, and many others worked really hard to bring to light the “Top Customer Success Strategists of 2018”. 2018 Top Customer Success Strategist Quotes.

2018 40

2018 Customer Success Competitive Advantage Customers 40

Experience Matters

JUNE 4, 2018

The post Report: What Happens After a Good or Bad Experience, 2018 appeared first on Customer Experience Matters®. Download report for $195 Here are some highlights: About 18% of the customers who interacted with TV & Internet service providers reported having a bad experience – a considerably higher percentage than in other industries.

2018 74

2018 Download Interaction Consumers 74

CSM Magazine

OCTOBER 5, 2023

Advanced analytics and newly introduced ‘dashboards’ are also helping Blade to better understand a variety of performance indicators for example quote conversion metrics and ‘turnaround’ time statistics in addition to comparing job data details with other data such as rainfall or wind conditions.

2018 59

2018 2013 Customer Relationship Management 2020 59

CX Workout - Ideas Blog

NOVEMBER 3, 2020

And why would anyone still use outdated CX/EX metrics and long, boring surveys that rarely drive actionable insights? Mostly because traditional CX metrics are not actionable. But this information is still not enough and leaves us with very few actionable insights that can actually transform the organization.

Net Promoter Score 98

Net Promoter Score Employee Experience Customer Satisfaction Metrics 98

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. CCW Digital, in their latest Winter Executive Report, studied a wide range of organizations to discover the most popular goals and strategies for call centers in 2018. 2 for Companies.

Contact Center 42

Contact Center 2018 Customer Centricity Social Media 42

Comm100

AUGUST 21, 2018

One of those considerations is metrics. Companies that establish thoughtful metrics for their chatbots will find a wealth of resources waiting to help them optimize their live chat offerings. These metrics can be planned – and checked for quality – by comparing them to your existing agent metrics.

Metrics 40

Metrics Average Handle Time Net Promoter Score Customer Service 40

CX Accelerator

JANUARY 25, 2019

Originally posted on ICMI.com November 5th, 2018 People love to talk about Employee Experience (EX), especially in the context of Customer Experience (CX). Let's explore the metrics, processes, and culture capable of fostering both happy customers and happy employees. Metrics I have an easy formula for you. Not at all.

Connections 140

Connections Culture Metrics Employee Experience 140

Comm100

AUGUST 21, 2018

One of those considerations is metrics. Companies that establish thoughtful metrics for their chatbots will find a wealth of resources waiting to help them optimize their live chat offerings. These metrics can be planned – and checked for quality – by comparing them to your existing agent metrics.

Metrics 40

Metrics Average Handle Time Net Promoter Score Customer Service 40