Alida

JANUARY 7, 2019

With one successful IPO, one mega acquisition and accelerating consolidation, 2019 will see the Data Management Platforms (DMPs) take over as the sources of truth in the enterprise. But in 2019 and beyond, this behavior manifests itself in larger, multi-year commitments to derive massive value from putting people, processes and tech all against a common goal – improved business outcomes based on organization-wide customer-centricity.

2019 175

2019 Customer Experience Insights Customer Centricity 175

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy? The post Are You Using 1999 Metrics to Measure 2019 Customer Care? Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e.

2019 186

2019 Metrics Customer Care Measurement 186

BlueOcean

JANUARY 22, 2019

Below, we break down the consumer trends that will reign supreme in 2019 and how businesses can rise to the challenge. Netflix knows that you love British legal dramas starring a strong female lead – and in 2019, that’s okay and not at all creepy. No matter which way you cut it – 2019 will be a year of change. Although they’re not strangers to de-escalating situations and calming frustrated customers, communicating with empathy is critical in 2019.

2019 176

2019 Consumers Customer Experience Contact Center 176

Experience Investigators by 360Connext

DECEMBER 17, 2019

And while I’m all about looking forward more than I look back, it’s worth remembering that a lot of the articles written on Experience Investigators in 2019 are just as relevant in 2020… some even more so!

2019 144

2019 2020 B2C Touchpoint 144

Advertiser: ZoomInfo

In this report, ZoomInfo substantiates the assertion that technographic data is a vital resource for sales teams. In fact, the majority of respondents agree—with 72.3% reporting that technographic data is either somewhat important or very important to their organization. The reason for this is simple—sales teams value technographic data because it makes essential selling activities easier and more efficient.

Sales

GetFeedback

SEPTEMBER 2, 2019

We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Our list of the top CX articles of 2019 covers all these topics and more. . April 7, 2019 | Anthony Stephan and Amelia Dunlop | The Wall Street Journal. March 26, 2019 | David Nour | Inc. Feb 25, 2019 | Steve van den Heever | TechRadar. Feb 28, 2019 | Anthony Dukes and Yi Zhu | Harvard Business Review. Apr 25, 2019 | Blake Morgan | Forbes.

2019 190

2019 Article Financial Net Promoter Score 190

GetFeedback

SEPTEMBER 2, 2019

We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Companies are now. Articles

2019 188

2019 Article Customer Experience Customers 188

Experience Investigators by 360Connext

OCTOBER 1, 2019

Happy CX Day 2019! Read: CX Day 2019: What It Is, When It Is, and How to Make the Most Of It. The post Happy CX Day 2019! Customer experience professionals, enthusiasts and change agents around the world are celebrating today. CX Day is all about celebrating our success, learning from our amazing community, and looking to the future of customer experience. If you haven’t already, get your CX Day started with a global good morning from some friends around the globe!

2019 110

2019 Webinar Customer Centricity B2B 110

BlueOcean

NOVEMBER 25, 2019

Below you’ll find the best customer service kudos of 2019 (so far!) The post Top 10 Kudos of 2019: Shining Examples of Customer Service at Its Best appeared first on Blue Ocean.

2019 156

2019 Contact Center Customer Service Call Center 156

CloudCherry

FEBRUARY 19, 2019

The post 2019 Marketing Predictive Customer Experience appeared first on CloudCherry. Predictive Analytics is such a buzzword isn’t it? Analysis plays an essential role in all aspects of business, there is no doubt about that. Yet here we are, trying to figure it all out. Do we have clean enough data to make good and accurate decisions? Do we have the structure to track the areas in which we need to? These techniques offer?decision

2019 163

2019 Marketing Customer Experience Touchpoint 163

Advertiser: ZoomInfo

In 2019, DiscoverOrg commissioned Forrester Consulting to evaluate sales and marketing intelligence practices in the B2B space. The primary takeaway? Forrester found only 1.2% of companies achieved a score indicating maturity in data management practices. However, organizations are fighting back - and winning.

2019

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Without further ado, here are 5 standout meta-trends with the potential to shape customer journey creation and curation in 2019.

2019 143

2019 2025 ROI Customer Experience 143

Alida

JULY 15, 2019

We at Vision Critical are proud to announce the winners of our 2019 Visionary Awards. These annual awards showcase clients that demonstrate excellence in utilizing customer insights to improve their organization’s performance in product innovation, customer experience, and marketing effectiveness. Customer Experience Customer Centricity Innovation Marketing

2019 126

2019 Customer Centricity Customer Insights Insights 126

Oracle

FEBRUARY 19, 2019

And as we head into 2019, trust is at an all-time low. Trust will be the #1 charter of the CMO in 2019. Whereas in prior years, our biggest challenge may have been differentiation and earning the attention of distracted buyers (both still a struggle), in 2019, differentiation is not enough, and earning attention is not enough. To fix the trust deficit, CMOs in 2019 should focus on improving the steps along the customer journey where trust can fall flat.

2019 77

2019 2018 B2B Government 77

BlueOcean

JANUARY 21, 2019

The 2019 judges were very impressed by the caliber of this year’s nominations, which set another record for this competition. The post Blue Ocean Specialty Team Named as Finalist in 2019 Stevie® Awards for Customer Service appeared first on. Blue Ocean, a world leader in customer care solutions, was named a finalist in the “Customer Service Team of the Year – Recovery Situation” category in the 13th Annual Stevie® Awards for Sales & Customer Service.

2019 176

2019 2017 Insurance Customer Service 176

TechSee

JANUARY 2, 2019

If you’re in the Smart Home or Smart City business, CES 2019 is a must visit. CES 2019 Smart Home Sessions Not to be Missed. Smart Home Startups to See at CES 2019. CES 2019 promises to be inspirational, educational, and a means to build resilience for the future. The post CES 2019 – Don’t miss the latest innovations and thinking in the Smart Home realm appeared first on Techsee.

2019 144

2019 Innovation Entertainment Events 144

CloudCherry

AUGUST 26, 2019

Gartner found that over 80% of organizations expected to compete mainly based on CX in 2019. A recent snapshot of survey results from Forrester’s CX NYC 2019 conference shows where B2B companies stand in the battle for CX dominance. The post A CX Snapshot: 2019 Insights from B2B Organizations appeared first on CloudCherry. Photo by Austin Distel. Photo by Ambrose Chua.

2019 183

2019 B2B Insights 2010 183

Alida

OCTOBER 29, 2019

We all want to improve our customer experience. We’ve created customer journey maps and tried to focus on improving the whole experience and the Forrester CX Index is telling us that across the board in all industries, the customer experience is not improving. What are we missing? Customer Experience

2019 138

2019 Customer Journey Mapping Customer Journey Customer Experience 138

Experience Investigators by 360Connext

NOVEMBER 16, 2018

What will happen in 2019? CCW’s latest report, 2019 Trends , highlighted many great trends, but one of them really caught my eye: “Reducing customer effort is the #1 CX Priority in 2018, and organizations believe customer feedback, agent training and digital engagement are the keys to achieving that objective. Then join me and 550+ Customer Contact and Customer Experience executives in Nashville for CCW Nashville 2019! It’s that time of year.

2019 175

2019 2018 Customer Journey Mapping Contact Center 175

Beyond Philosophy

DECEMBER 27, 2019

The Biggest Thing We Learned in 2019. If there is one thing we have learned in 2019, it is that customers give us a lot to think about regarding their behavior. The post Our Most Important Learning in 2019 appeared first on Customer Experience Consulting.

2019 113

2019 Loyalty Consulting Customer Retention 113

ProProfs Chat

JUNE 14, 2019

The post 100+ Customer Service Statistics & Facts of 2019 appeared first on ProProfs Learning. Do you know how to keep your customers satisfied? Customer service is a high-stakes game. Every company is competing for the same customers, and customer satisfaction is one of the main differentiators between success and failure.

2019 73

2019 Blog Social Media Poor Customer Service 73

eglobalis

NOVEMBER 21, 2019

Customer Experience Best Books of 2019 -2020 Yearly List. The post Customer Experience Best Books of 2019 – 2020 Readings appeared first on Eglobalis.

2019 76

2019 Books 2020 Customer Experience 76

Oracle

NOVEMBER 27, 2019

From transformations in customer service technology and grocery shopping, to social media shopping and changes in the delivery and brick-and-mortar experience, here’s a look at innovations reshaping retail in 2019 and beyond. “They should be a place for engagement, faster returns, pickups and alterations,” Nordstrom said during his keynote at the 2019 Shoptalk conference.

2019 62

2019 Innovation Retail 2020 62

ShepHyken

DECEMBER 16, 2019

The post 5 Top Customer Service Articles for the Week of December 16, 2019 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week.

2019 93

2019 Article 2020 Social Media 93

Oracle

NOVEMBER 26, 2019

But first, let’s take a look back at 19 pet peeves that really irked the marketing pros and defined many of the faux pas and questionable marketing tactics of 2019. As 2020 is quickly approaching, it’s time to consider those resolutions and look forward to starting with a clean marketing slate in the New Year. Pet peeve #1: The classic sales and marketing disconnect.

2019 70

2019 Marketing Social Media B2C 70

ShepHyken

JULY 22, 2019

Top 14 Ways to Create a Great Customer Experience Strategy in 2019 [Updated] by Amritpal Dhangal. My Comment: The author of this article share four customer experience takeaways she picked up from Mary Meeker’s 2019 Internet trends report. The post 5 Top Customer Service Articles for the Week of July 22, 2019 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources.

2019 97

2019 Article Social Media Customer Service 97

ShepHyken

MAY 6, 2019

The post 5 Top Customer Service Articles for the Week of May 6, 2019 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 4 Reasons Customer Service Ratings Matter More Thank You Think by Team Support. Team Support) Feedback matters in the customer-centric era of business we work in.

2019 97

2019 Article Magazine Customer Service Training 97

ShepHyken

DECEMBER 30, 2019

The post 5 Top Customer Service Articles for the Week of December 30, 2019 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week.

2019 94

2019 Article 2020 Social Media 94

TechSee

FEBRUARY 19, 2019

As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. MWC Barcelona 2019 Self-Service Sessions not to be missed. Infinity Mobile boasts an impressive client roster, including Miller Beer, Givenchy and Unilever Africa, and we’re looking forward to seeing their offering at MCW Barcelona 2019 and find out how they plan on using intelligent virtual assistants to reinvent online shopping.

2019 91

2019 Innovation Telecommunications Call Center 91

ShepHyken

NOVEMBER 25, 2019

The post 5 Top Customer Service Articles for the Week of November 25, 2019 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week.

2019 104

2019 Article Customer Service Touchpoint 104

ShepHyken

MAY 12, 2019

Seven Tips For Successful Customer Loyalty Programs In 2019 by Sallie Burnett. The post 5 Top Customer Service Articles for the Week of May 13, 2019 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Bad Experiences Aren’t Always The Problem for Companies by Mary Drumond.

2019 83

2019 Article Magazine Return on Investment 83

Customer Bliss

FEBRUARY 5, 2019

2019 144

2019 Customer Experience Customers 144

BlueOcean

FEBRUARY 25, 2019

The post Blue Ocean Wins 2019 Silver Stevie® Award in 13th Annual Stevie Awards for Customer Service appeared first on. Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie Award ® in the “Customer Service Team of the Year – Recovery Situation” category in the 13th annual Stevie Awards for Customer Service. This is Blue Ocean’s second Stevie Award. The company won a Bronze Stevie in the same category in 2017.

2019 131

2019 2017 Insurance Sales 131

MyCustomer

JANUARY 10, 2019

5 ways CX management will change in 2019 Loyalty.

2019 78

2019 Loyalty Customer Experience Management Management 78

ShepHyken

MAY 27, 2019

The post 5 Top Customer Service Articles for the Week of May 27, 2019 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman.

2019 91

2019 Article Customer Journey Mapping Retail 91