Revisiting Our Top 10 Most Popular CX Posts Of 2019

Experience Investigators by 360Connext

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 162

A Single Customer Experience Prediction for 2019

Alida

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
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Happy CX Day 2019!

Experience Investigators by 360Connext

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 125

The Top 6 CX Articles of 2019

GetFeedback

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

Forrester Research Report: How Sales and Marketing Intelligence Drive Improved Business Outcomes

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.

Are You Using 1999 Metrics to Measure 2019 Customer Care?

BlueOcean

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

The Top 6 CX Articles of 2019

GetFeedback

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

2019 188

Top 10 Kudos of 2019: Shining Examples of Customer Service at Its Best

BlueOcean

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 Marketing Predictive Customer Experience

CloudCherry

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

3 Customer Loyalty Trends for 2019

Smarter CX

And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs. As retailers big and small reimagine their loyalty programs to meet evolving customer expectations, the experts weigh in on the loyalty trends they believe will be hot in 2019, as reported in Oracle’s 2019 Loyalty Predictions Report. We’ve complied a preview of the report below, and to check out all 7 loyalty predictions for 2019, view the full report.

2019 78

The 2019 Technographic Data Report for B2B Sales Organizations

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.

What You Need to Know to Reduce Customer Effort in 2019

Experience Investigators by 360Connext

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 191

Customer Experience Best Books of 2019 – 2020 Readings

eglobalis

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

2019 93

2019 Visionary Award Winners Exemplify Success through Customer Centricity

Alida

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

5 Trends Set to Define Next Generation Customer Experience in 2019

TechSee

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

Blue Ocean Specialty Team Named as Finalist in 2019 Stevie® Awards for Customer Service

BlueOcean

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

CES 2019 – Don’t miss the latest innovations and thinking in the Smart Home realm

TechSee

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

A CX Snapshot: 2019 Insights from B2B Organizations

CloudCherry

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

5 Key Takeaways from Forrester CX SF 2019

Alida

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

Our Most Important Learning in 2019

Beyond Philosophy

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

100+ Customer Service Statistics & Facts of 2019

ProProfs Chat

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

5 Top Customer Service Articles for the Week of December 16, 2019

ShepHyken

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

Taking stock of customer service in 2019

Eptica

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Published on: December 11, 2019.

2019 81

Four Predictions for Customer Experience in 2019

Sampson Lee

Here are my four predictions for Customer Experience in 2019. Prediction #1: The fever of effortless experience will reach new heights Ignited by the rise of Generation Z with its zero-tolerance of wait time and the ‘expectation transfer’ incited by the ‘Amazon Effect’, the fever of effortless experience will reach its peak since the launch […]. Blog Customer Experience

2019 83

Five ways that customer experience management will change in 2019

MyCustomer

5 ways CX management will change in 2019 Loyalty.

2019 87

Customer SuccessCon Berkeley 2019 Takeaways

ChurnZero

Top Five Customer SuccessCon Berkeley 2019 Takeaways. Last week ChurnZero sponsored Customer SuccessCon 2019 in Berkley, CA. Wednesday, December 4, 2019 2:00 – 3:00 PM EST. Are you finalizing your new year strategy as you lead Customer Success at your organization?

2019 67

5 Top Customer Service Articles for the Week of December 30, 2019

ShepHyken

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

CX in 2019 is All About Trust: Here’s How to Earn It and Keep It

Smarter CX

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 80

5 Top Customer Service Articles for the Week of July 22, 2019

ShepHyken

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 93

Analyzing CX sentiment in 2019

Eptica

Date: Friday, April 12, 2019 Author: Pauline Ashenden - Marketing Manager Analyzing CX sentiment in 2019. Published on: April 12, 2019. Eptica will next be exhibiting at the CX Marketing Summit 2019 in June - if you are coming along, do visit us there.

2019 73

2019 Marketing Trend Predictions

Lithium

With our bird’s eye view that comes from working with leaders like you, we’ve got a few ideas about the trends that will shape brand success in 2019 : Community is Key. Companies that are ahead of the curve in 2019 have found ways to be where their customers are, engage with them, and then bring that engagement on to their own platform. In 2019, brands will use the strength of their communities to turn their superfans into micro-influencers.

2019 50

Success Strategies | November 2019

Daniel Group

The post Success Strategies | November 2019 appeared first on The Daniel Group. Welcome to Success Strategies. Want to build better relationships with your customers and your employees? The first step is to… Thank them! November reminds us to be thankful. In our recent blog, 5 Reasons to Make Thanksgiving a Habit , Doug Fowler, our COO, outlines the personal benefits of being grateful every day. What about your employees? Do they feel appreciated?

2019 40

Success Strategies | December 2019

Daniel Group

The post Success Strategies | December 2019 appeared first on The Daniel Group. Welcome to Success Strategies. What do you customers tell Santa that they want from you this year? It’s the holiday season!

2019 52

Success Strategies | December 2019

Daniel Group

The post Success Strategies | December 2019 appeared first on The Daniel Group. What do you customers tell Santa that they want from you this year? It’s the holiday season! Time to give gifts to show our family and friends how much they mean to us, but what about your customers?

2019 52

Kustomer’s 2019 Year in Review

Kustomer

The final days of 2019 are drawing to a close, and that means it’s time for Kustomer’s year-end wrap up. Here are some of the most memorable highlights: Top Customer Service Trends of 2019. Achieving true omnichannel support was a focus of many organizations in 2019.

2019 79