Oracle

AUGUST 6, 2019

Oracle OpenWorld 2019 will take place September 16-19 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. Strengthening the Customer Experience Using Data and Oracle Marketing Cloud.

2019 47

2019 Marketing B2C Roadmap 47

ClearAction

MARCH 27, 2021

Ease of Doing Business: Best Customer Experience Leading Indicator optimizecx. Customers are juggling more than ever before, and companies are realizing a heightened need for ease of doing business: value with minimal hurdles, hassles and worries. The equation is called Customer Experience Value Quotient.

Customer Experience 77

Customer Experience 2019 Metrics Roadmap 77

Talkdesk

NOVEMBER 26, 2019

Wow, what a week Talkdesk had at our VIP Lounge in Tropisueño (photos) , during Dreamforce, November 19-22, 2019! End bad customer service with Talkdesk Talkdesk’s industry-leading solutions were showcased in over 100 meetings and customized demos with our stellar sales team and subject matter experts.

Contact Center 78

Contact Center 2019 Roadmap Leadership 78

UJET

NOVEMBER 16, 2020

The only problem is that no one knows what the new normal will be, only that it is likely to be different from what the world looked like at the end of calendar year 2019. For more than two decades she has helped emerging and established companies develop and deliver outstanding customer experiences.

Contact Center 138

Contact Center White Paper Roadmap Consulting 138

ClearAction

JANUARY 12, 2022

Customer-centered management is straightforward business sense,” declared the first article 1 in this six-part CEO’s Guide to Growth series. Indeed, this declaration is reinforced by the new Principles of Corporate Governance, overhauled by Business Roundtable in August 2019. For customers, the path of least resistance wins.

Government 62

Government 2019 Net Promoter Score Customer Centricity 62

West Monroe

JUNE 19, 2019

Forrester defines the Salesforce implementation services market as: Service providers that can help Salesforce customers successfully implement Salesforce solutions. We know that customer data is more critical than ever, and after the implementation, we help clients maximize the data they have to drive business value.

2019 40

2019 Roadmap Consulting Financial 40

Customer Bliss

MARCH 1, 2019

With startups disrupting more industries than ever, how does your company stay ahead of customer expectations? He walks us through a new approach to customer journey mapping and diagnosing new consumer behaviors. Know Where the Value Erosion Moments for Your Customers Are. Customers are changing their needs and wants.

E Commerce 147

E Commerce Consumers Healthcare Customer Journey Mapping 147

Qualtrics

FEBRUARY 5, 2021

Qualtrics has been awarded two silver awards in customer service by the Stevie® Awards. The Qualtrics customer service team is constantly designing and improving the customer experience , and we’re excited to show you what led to these awards. Innovation in Customer Service. Best use of technology.

Customer Service 26

Customer Service Multi-Channel Roadmap Contact Center 26

Gainsight

JULY 11, 2023

By Steve Cornwell, July 11, 2023 This morning, we announced that Gainsight acquired Northpass in the most exciting moment in my 20 years of company building and the most defining moment in the history of Digital Customer Education. I want to share how this acquisition came together and what it means for our customers and industry.

2023 40

2023 Leadership 2012 2010 40

NetBase

AUGUST 16, 2019

Our NetBase LIVE conferences in Los Angeles and New York will have you in fighting shape to end 2019 on a high note! Where will you be on October 22 nd and 23 rd 2019 ? And on November 12 th and 13 th , 2019 in New York , you will hear from social media analytic experts from Hotwire Global, iHeartMedia, Third Ear, Warner Bros.

Social Media 62

Social Media 2019 Multi-Channel Innovation 62

PK

JULY 15, 2019

in The Forrester Wave : Loyalty Service Providers, Q3 2019 report. This recognition comes after nearly 10 years of focused specialization by the Lenati team, partnering with leading companies across industries to evolve methods in customer retention and loyalty. 1 Truly Understand The Customer.

Loyalty 45

Loyalty Loyalty Programs Roadmap Rewards Programs 45

UJET

NOVEMBER 16, 2020

The only problem is that no one knows what the new normal will be, only that it is likely to be different from what the world looked like at the end of calendar year 2019. For more than two decades she has helped emerging and established companies develop and deliver outstanding customer experiences.

Contact Center 56

Contact Center White Paper Roadmap Consulting 56

Interactions

JUNE 5, 2019

Your Guide to the Customer Journey Map. By now, you’ve probably heard that customer experience is a big deal. In fact, Gartner predicts that by 2019, 50% of organizations will redirect their investments to customer experience innovations. That’s where the customer journey map comes in.

Customer Journey Mapping 54

Customer Journey Mapping Customer Journey Touchpoint Roadmap 54

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Blake who is the CEO for Client Success. Dave asked me if I might be interested in taking part as a judge for The Customer Success Innovator of the Year Award that takes place each year during CS100 Summit.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Lake who is the CEO for ClientSuccess. Dave asked me if I might be interested in taking part as a judge for The Innovator of the Year Award that takes place each year during CS100 Summit. The Customer Success Performance Index™.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

CSM Practice

OCTOBER 10, 2018

All About the Customer Success Performance Indicator . This summer, I received a call from one of my favorite customer success community leaders, Dave Lake (CEO for ClientSuccess ) who asked me if I might be interested in taking part as a Judge for The Innovator of the Year Award that takes place each year during CS100 Summit.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

Gainsight

MAY 28, 2020

Over the years, Gainsight had become a leader in the Customer Success space, and we were ready to extend our reach to adjacent use cases. In early 2019, we acquired Aptrinsic, a company specializing in tools to better understand and connect with users within the product experience (renamed PX shortly after). Background.

Roadmap 52

Roadmap User Experience 2019 Brands 52

SuiteCX

NOVEMBER 3, 2015

The Customer Experience (CX) field is growing, and companies are realizing that it makes clear business sense. from 2014 to 2019. Six Steps to Best-in-Class Customer Experience. suitecx ©2015, suitecx Inc. Six Steps to Best-in-Class Customer Experience. Step 2: Develop a customer experience strategy.

Customer Experience 40

Customer Experience 2015 2014 Multi-Channel 40

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

2020 52

2020 Chief Customer Officer Customer Success Leadership 52

Martin Hill-Wilson

JULY 24, 2016

All of them have re-imagined how everyday customer tasks can be achieved. In this unfolding world, the need to innovate becomes as a crucial as the need to breathe. Innovation Is Rocket Fuel. But really, it’s a willingness to keep thinking outside-in, on behalf of the customer, and reinventing how the everyday world works.

2016 56

2016 Fashion Innovation Roadmap 56

West Monroe

MARCH 30, 2023

Companies of every size and industry are on their journey to being digital to meet customer needs for seamless experiences, as well as increase internal efficiencies. Sean McHale Partner, Technology The process also helps ensure more predictability and higher quality to help companies meet their brand promise and customer demands.

Healthcare 52

Healthcare Roadmap E Commerce Financial 52

SurveySparrow

SEPTEMBER 8, 2021

A customer contacts your support team to express his dissatisfaction with the brand whose experience was superb earlier. But, of course, as a leader, you’ll try to find reasons for the blow and work towards improving the customer’s experience, won’t you? What if the employee experience needs work in place of the customer?

Employee Experience 59

Employee Experience 2021 Management Culture 59

Qualtrics

MARCH 30, 2021

Diverse, equitable and inclusive organizations outperform their peers where it matters most – against metrics like growth, time-to-market, profitability and innovation. More than ever, customers and employees expect to see meaningful progress on diversity, equity and inclusion from the companies they engage with.

2014 26

2014 Competitive Advantage Roadmap 2017 26

Talkdesk

NOVEMBER 18, 2019

Sueño means dream in Spanish and four dreamy and informative days are what you’ll get visiting the Talkdesk VIP Lounge at Tropisueño during Dreamforce , November 19-22, 2019. Additionally, you will have the exclusive opportunity to preview new Talkdesk innovation and roadmap updates. Here is why you should be there: 1.

Roadmap 15

Roadmap 2019 Innovation Customer Service 15

Qualtrics

FEBRUARY 6, 2019

The experience can be invaluable to your organization as you understand what drives your customers. Below are 10 product experience conferences that you should check out for 2019. Date: March 5-8, 2019. Leading brands will share the experience management programs they’ve built to delight customers and employees.

2019 33

2019 Management Workshop 2018 33

Wootric

DECEMBER 9, 2020

The value of becoming a customer-centric company is no longer in question. In 2019, companies leading in CX were 3X as likely as their peers to have significantly exceeded their business goals. With the right approach, every employee can become customer-centric and every employee can align around improving customer experience. .

Banking 52

Banking Culture Feedback Customer Centricity 52

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

2020 132

2020 Customer Experience Magazine Consulting 132

West Monroe

MAY 31, 2019

Though bots may not have taken over every transaction and interaction yet – I’ve talked to many clients who are beginning to strategically plan where these technologies fit into their digital roadmaps. Customer intake and on-boarding. Customer outreach and preventive interactions. Customer Self-Service.

Banking 40

Banking Financial Contact Center ROI 40

Forrester's Customer Insights

APRIL 19, 2019

They are getting back to basics, and looking to deliver small, manageable chunks of innovation. They are also tossing aside their digital roadmaps – […].

2019 42

2019 Roadmap Events Innovation 42

C Space

APRIL 18, 2019

McGrath’s books, including the bestselling, The End of Competitive Advantage, are tomes for anyone looking for gamechanging thinking on business strategy and innovation. Her forthcoming book (slated for September 2019) is all about strategic inflection points. Customs and Border Protection. The Lifestyle Experience.

Apparel 40

Apparel Social Media Entertainment 2002 40

Strativity

APRIL 27, 2023

This article was written by James Lanyon, EVP, Strategy & Innovation ( james.lanyon@materialplus.io ) , and Sean Eidson, VP, Strategy & Innovation ( sean.eidson@materialplus.io ) at Material. This can only be done by owning the customer relationship. But the market was peaking. Here’s why it’s ending.”

2022 52

2022 E-support Roadmap Download 52

Strativity

APRIL 27, 2023

This can only be done by owning the customer relationship. To get there, restaurants need to embrace change as a constant and then optimize, roadmap, and even blow some things up in order to respond faster and exceed customer needs. Material works with some of the largest and most innovative restaurant brands.

2022 52

2022 Roadmap Customer Relationships Brands 52

Gainsight

OCTOBER 7, 2019

Customer success has taken the business world by storm, and not just in tech and SaaS. Check out this State of Customer Success report based on LinkedIn data —you’ll see it’s a good time to be in customer success. If you’re already excited about customer success, here are six points to validate you.

Customer Success 13

Customer Success Customer Centricity Healthcare Events 13

SmartKarrot

JUNE 30, 2021

Businesses and product creators need to know how the product works and is adopted by customers. Customer onboarding Training Engagement Product experience. Product adoption is when customers are comfortable with the product and know how to derive value from it. Product adoption is a focus on areas like-. Evaluation.

Social Media 10

Social Media Roadmap Customer Success Metrics 10

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. We believe these trends will occupy most brands’ efforts during 2019. A great loyalty strategy runs in sync with the business and permeates virtually every customer-facing aspect. Customer data: maximize ROI.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

CSM Magazine

JUNE 12, 2020

Emergent technologies have forever changed traditional customer service support. Lampton look at the state of customer service in the digital age. Rising customer expectations and increasing brand loyalty competition are driving the need to provide greater value-driven service to both consumers and stakeholders.

Customer Service 52

Customer Service E Commerce Virtual Agent E-support 52

Chattermill

JUNE 3, 2019

Customer Experience Measurement: Which Metrics Should You Focus On? on 4 Jun 2019. customer experience. In this article, we'll guide you through the various customer experience metrics and how best to measure and optimise your customer experience. customer experience metrics. by Sam Frampton.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85