Experience Matters

JULY 25, 2018

The post Collage of 2018 Customer Experience Infographics (So Far) appeared first on Customer Experience Matters®.

2018 72

2018 Customer Experience ROI Customer Centricity 72

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. This can be linked to business metrics to give a true ROI figure. Share this page on: Tweet. You might also be interested in these posts: Why your approach to knowledge is key to the customer experience.

ROI 65

ROI Net Promoter Score E Commerce Return on Investment 65

Experience Matters

OCTOBER 2, 2018

The post The Ultimate CX Infographic, 2018 appeared first on Customer Experience Matters®. Here are links to download different versions of the infographic: Infographic: in .jpg jpg format, in .pdf pdf format 18? poster: in .jpg jpg format, in .pdf pdf format.

2018 118

2018 Download Customer Experience ROI 118

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

Thematic

AUGUST 15, 2018

We’re very excited to be one of the sponsors of the 5 th Annual Digital Customer Experience Strategies Summit on September 18 – 19, 2018, at the Hyatt Regency McCormick Place in Chicago. The post Thematic is sponsoring the Digital Customer Experience Strategies Summit 2018 appeared first on Thematic. Register here.

2018 59

2018 Customer Experience Events ROI 59

ShepHyken

DECEMBER 24, 2018

CustomerThink) Creating powerful online customer experiences and marketing ROI by harnessing emotional connections with customers is key and here are some key take-outs for everyone to consider for 2019 success. 50 Mind-Blowing Stats About E-commerce Experience in 2018 by Lauren Burgess. Follow on Twitter: @Hyken.

E Commerce 88

E Commerce 2018 Article Customer Service 88

Oracle

JANUARY 16, 2018

On the horizon for 2018 is an increase in customer advisory boards, new job titles, and the next frontier of customer experience-related innovation management. Read on for four customer experience trends and 2018 predictions that will affect your customer experience strategy, and the technology behind them.

2018 52

2018 Customer Experience Net Promoter Score Innovation 52

Natalie Petouhof

SEPTEMBER 23, 2018

Tweet Dreamforce 2018 is here! Want to know how to get the ROI out of Dreamforce? And there’s so much to do and see! To get the most out of the week I’ve put together some notes for #ServiceTrailblazers! Reserve your seat and put these sessions on your calendar! Have colleagues not attending DF?

2018 75

2018 Workshop Demo Contact Center 75

Maru Group

NOVEMBER 2, 2018

In the wake of the Autumn statement, consumer’s confidence in their personal finances remains low as just 1 in 4 (26%) feel that their own economic situation has improved in 2018. 2018 has been a difficult year for consumer businesses – especially in the retail market where store closures and restructures have almost become the norm.

Customer Experience 149

Customer Experience 2018 ROI Travel 149

Lithium

AUGUST 8, 2018

ROI, sales revenue). NEW IN 2018: B2B Community Innovator. NEW IN 2018: Industry MVP. All submissions must be submitted on the community by August 17, 2018 at 5:00 pm PT to be eligible. Online voting closes on August 31, 2018 at 5:00 pm PT, so give a shout-out to your colleagues and business partners to vote before then.

2018 40

2018 B2C Social Media B2B 40

Lithium

AUGUST 8, 2018

ROI, sales revenue). NEW IN 2018: B2B Community Innovator. NEW IN 2018: Industry MVP. All submissions must be submitted on the community by August 17, 2018 at 5:00 pm PT to be eligible. Online voting closes on August 31, 2018 at 5:00 pm PT, so give a shout-out to your colleagues and business partners to vote before then.

2018 40

2018 B2C Social Media B2B 40

Lithium

AUGUST 8, 2018

ROI, sales revenue). NEW IN 2018: B2B Community Innovator. NEW IN 2018: Industry MVP. All submissions must be submitted on the community by August 17, 2018 at 5:00 pm PT to be eligible. Online voting closes on August 31, 2018 at 5:00 pm PT, so give a shout-out to your colleagues and business partners to vote before then.

2018 40

2018 B2C Social Media B2B 40

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. Be an expert in ethical customer data management.

2018 145

2018 Insights Innovation Feedback 145

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. The post 5 Must-See Sales Sessions at Oracle OpenWorld 2018 appeared first on SmarterCX. Visit the registration page.

2018 49

2018 Sales Roadmap Loyalty 49

Experience Matters

JANUARY 8, 2018

We just published a Temkin Group report, Lessons in CX Excellence, 2018. The post Report: Lessons in CX Excellence, 2018 appeared first on Customer Experience Matters®. The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. This report: Highlights specific examples of Read More.

2018 58

2018 2017 B2C B2B 58

CX Journey

JANUARY 2, 2019

Image courtesy of Pixabay What was on the minds of CX professionals in 2018? It 's fun to see what was interesting for you - my audience - to read in 2018. I shared 58 blog posts (that includes a few posts from guest authors) in 2018; here are the top eight (because 18 would be way too many!) How do we show ROI?

2018 37

2018 2005 2019 ROI 37

NICE inContact

MARCH 8, 2018

If your manager still hasn’t committed to sending you or your colleagues to Interactions 2018, there are some powerful reasons you can share. At Interactions 2018, you’ll be interacting with your peers from other business segments in addition to industry experts. You can still register at the early bird rate now through April 13, 2018.

2018 48

2018 Interaction Management ROI 48

Lithium

SEPTEMBER 20, 2018

It’s time to party and celebrate our 2018 Lithy finalists! Our 2018 Lithy finalists are: Digital All-Star. ROI, sales revenue). All 2018 Lithy nominees will receive VIP treatment for the night…we will honor those nominees throughout the night and on stage. See you soon at the CX Live 2018! Comcast, Tealium, Upwork.

2018 40

2018 Social Media B2C B2B 40

Lithium

SEPTEMBER 20, 2018

It’s time to party and celebrate our 2018 Lithy finalists! Our 2018 Lithy finalists are: Digital All-Star. ROI, sales revenue). All 2018 Lithy nominees will receive VIP treatment for the night…we will honor those nominees throughout the night and on stage. See you soon at the CX Live 2018! Comcast, Tealium, Upwork.

2018 40

2018 Social Media B2C B2B 40

Lithium

SEPTEMBER 20, 2018

It’s time to party and celebrate our 2018 Lithy finalists! Our 2018 Lithy finalists are: Digital All-Star. ROI, sales revenue). All 2018 Lithy nominees will receive VIP treatment for the night…we will honor those nominees throughout the night and on stage. See you soon at the CX Live 2018! Comcast, Tealium, Upwork.

2018 40

2018 Social Media B2C B2B 40

Lithium

SEPTEMBER 20, 2018

It’s time to party and celebrate our 2018 Lithy finalists! Our 2018 Lithy finalists are: Digital All-Star. ROI, sales revenue). All 2018 Lithy nominees will receive VIP treatment for the night…we will honor those nominees throughout the night and on stage. See you soon at the CX Live 2018! Comcast, Tealium, Upwork.

2018 40

2018 Social Media B2C B2B 40

Wootric

DECEMBER 21, 2018

These are the articles that resonated the most with our readers in 2018. At Wootric, we aim to give you the best tools and content to make CX management about insight, action, and ROI. Here at Wootric we pride ourselves on providing information about trends and best practices that can help our CX champions shine.

Net Promoter Score 56

Net Promoter Score 2018 Blog Article 56

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

“Among all customers, 73% point to experience as an important factor in their purchasing decisions, behind price and product quality.” ( PWC, Consumer Intelligence Series, Experience is everything: Here’s how to get it right, 2018 ) So your first step is to understand WHY most people in your organization are actively trained NOT to think this way.

Customer Centricity 271

Customer Centricity Customer Journey Mapping Connections Feedback 271

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. This is one of my biggest hopes for 2018.

2018 40

2018 Net Promoter Score NPS 2017 40

Experience Matters

SEPTEMBER 10, 2018

The post Report: Tech Vendor NPS & Loyalty Benchmark, 2018 (B2B) appeared first on Customer Experience Matters®. To gather this data, we surveyed 800 IT decision-makers from large North American firms about their relationships with their technology Read More.

NPS 59

NPS 2018 B2B Net Promoter Score 59

NICE inContact

DECEMBER 19, 2017

I have put together a list of the “must reads” for 2017 leading into the new year that could help with your 2018 planning. The ROI of SaaS – Forrester Research. The post Planning for 2018? Happy reading! New Omnichannel Customer Experience Research – How Well Are You Doing?

2018 48

2018 Blog 2017 Contact Center 48

Talkdesk

FEBRUARY 6, 2018

We are excited to announce that we are accepting speaker submissions for Opentalk 2018 ! Highlight the ROI and benefits your company has seen since implementing Talkdesk. Deadline for submissions is April 30, 2018. The post Apply Today to Speak at Opentalk 2018 appeared first on Talkdesk.

2018 40

2018 Contact Center Omnichannel ROI 40

Currency Alliance

JUNE 21, 2018

In brief: what we’d fully expected (and set out in our ‘ Top Loyalty Trends ’ blog several months ago) was large scale proliferation and diversification of loyalty marketing, as brands beyond established loyalty sectors discovered how better customer experience could deliver bigger ROI. Smarter Investments in Customer Experience. i] [link].

Magazine 45

Magazine 2018 Loyalty Multi-Channel 45

Oracle

APRIL 10, 2018

On Monday, I started my journey from New York City to Chicago for Oracle Modern Customer Experience 2018. Small acts like this have huge ROI, requiring little effort/cost on the company’s behalf and going a long way in customers’ minds. Stay tuned for more insights from the SmarterCX team at Modern Customer Experience 2018!

2018 40

2018 Airlines Hotels Customer Experience 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

Alliance by IFS

OCTOBER 17, 2018

In 2018, 42% of field service organizations have already incorporated Internet of Things (IoT) into their business, and 31% are planning to incorporate it in the next two years. The post The ROI of IoT Investments in Field Service appeared first on Astea. Next-generation challenges & business applications for IoT. Download Report.

ROI 37

ROI Download 2018 Insights 37

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. While physical stores aren’t dead, they need to provide a memorable experience in order to deliver ROI for the company, said Lunger. Retail is far from dead. Get closer to your employees.

Retail 189

Retail 2018 ROI Touchpoint 189

CloudCherry

DECEMBER 1, 2018

Integrating your ticketing data with your CX data can help prove the ROI of proactive initiatives. 90% of consumers find personalization appealing , according to a 2018 Epsilon study. Personalized marketing automation. This is where integrating CX data with financial metrics can help.

CEM 186

CEM ROI Metrics 2018 186

Lithium

JUNE 11, 2019

ROI Connection. Learn how to identify, define, and measure ROI for customer care. See how leading brands drive ROI though case studies covering call deflection, enhanced sales, innovation and customer satisfaction. Understand why Marketing and Customer Care are merging. See proven techniques to build advocates.

Workshop 40

Workshop 2018 Social Media ROI 40

Lithium

JUNE 11, 2019

ROI Connection. Learn how to identify, define, and measure ROI for customer care. See how leading brands drive ROI though case studies covering call deflection, enhanced sales, innovation and customer satisfaction. Understand why Marketing and Customer Care are merging. See proven techniques to build advocates.

Workshop 40

Workshop 2018 Social Media ROI 40

Lithium

JUNE 11, 2019

ROI Connection. Learn how to identify, define, and measure ROI for customer care. See how leading brands drive ROI though case studies covering call deflection, enhanced sales, innovation and customer satisfaction. Understand why Marketing and Customer Care are merging. See proven techniques to build advocates.

Workshop 40

Workshop 2018 Social Media ROI 40

CloudCherry

NOVEMBER 13, 2018

Integrating your ticketing data with your CX data can help prove the ROI of proactive initiatives. 90% of consumers find personalization appealing , according to a 2018 Epsilon study. Personalized marketing automation. This is where integrating CX data with financial metrics can help.

CEM 170

CEM ROI Metrics 2018 170