Second to None

FEBRUARY 28, 2019

Compared to clear-cut investments, the ROI of CX can appear to be ambiguous. Watermark Consulting’s 2019 Customer Experience ROI Study [1]. Tempkin Group’s ROI of Customer Experience, Aug 2018 Study [3]. Tempkin Group examined over 300 companies across 20 industries to illustrate the relationship between ROI and CX.

ROI 54

ROI 2007 2018 2019 54

Second to None

FEBRUARY 28, 2019

Compared to clear-cut investments, the ROI of CX can appear to be ambiguous. Watermark Consulting’s 2019 Customer Experience ROI Study [1]. Tempkin Group’s ROI of Customer Experience, Aug 2018 Study [3]. Tempkin Group examined over 300 companies across 20 industries to illustrate the relationship between ROI and CX.

ROI 48

ROI 2007 2018 2019 48

Oracle

FEBRUARY 21, 2019

On March 20, 2019 at Oracle Modern Customer Experience in Las Vegas, the 13 th annual Markie Awards ceremony will take place, where winners in 14 categories of marketing and customer experience excellence will be announced. Ready to register for Oracle Modern Customer Experience 2019? Listed below are the 2019 Markie Finalists.

2019 75

2019 ROI Hotels Financial 75

Interactions

JUNE 13, 2019

However, with the right technology, ROI and cost efficiencies can be just as transformational as an IVAs impact on customer care. Introducing new and innovative technology is often the most effective way to produce those results. The post Driving ROI with Intelligent Virtual Assistants appeared first on Interactions.

ROI 63

ROI Contact Center Banking 2019 63

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

2019 73

2019 Customer Success 2018 Chief Customer Officer 73

Alida

AUGUST 16, 2016

The social business market, which runs largely on community platforms, is expected to reach $23 billion by 2019. billion by 2019 , representing a compound annual growth rate of 24.3 Customer-centricity is not just a buzzword today; it’s an imperative to marketing, product innovation and customer experience success.

2015 0

2015 Social Media 2012 Innovation 0

NetBase

JANUARY 7, 2019

January 2019 Update: As trends change and technology advances, social media tools become more powerful as well. With that in mind, here are 21 Top Social Media Tools to consider in 2019: 1. For indie creators and innovators, crowd funding is a must – but it’s not just for unsigned bands and the like. Already know what matters?

Social Media 77

Social Media 2019 Demo ROI 77

NetBase

DECEMBER 3, 2019

The 2019 Consumer Experience Analytics Report: EMEA has answers! Keeping pace in a few, very fixable, ways would make a huge difference to their long-term ROI. Innovate around new products and services. The post Unlock CX Stories: 2019 EMEA Report appeared first on NetBase. And what can brands do to change this dynamic?

2019 52

2019 Entertainment Insights Social Media 52

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

2019 49

2019 Customer Success 2018 Chief Customer Officer 49

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. See how machines and people can work together to improve personalization, automate execution, and optimize ROI.

2019 47

2019 Marketing B2C Roadmap 47

Oracle

SEPTEMBER 12, 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. Real-World Siebel CRM Case Studies Delivering Accelerated ROI. You can also view the full CX session catalog here.

2019 40

2019 ROI User Experience Omnichannel 40

Oracle

NOVEMBER 30, 2020

The Upshot Award for Best Demonstrated ROI in Service honors those who keep a watchful eye on performance and put analytics insights to work in their service experiences—realizing major ROI in the process. In 2019, with support from partner Betasquad , Deloitte Brazil leveraged Oracle Eloqua to better orchestrate teams and processes.

ROI 40

ROI 2019 B2B 2020 40

NetBase

JANUARY 7, 2019

January 2019 Update: As trends change and technology advances, social media tools become more powerful as well. With that in mind, here are 21 Top Social Media Tools to consider in 2019: 1. CrowdBooster For indie creators and innovators, crowd funding is a must – but it’s not just for unsigned bands and the like.

Social Media 52

Social Media 2019 Demo ROI 52

Customer Bliss

SEPTEMBER 12, 2019

Earlier this year, Forrester released its report, The US Customer Experience Index, 2019. Be Proactive About Experience Reliability and Innovation. Build a customer experience development process to enable cross-company teams to improve unreliable and innovation opportunity experiences.

Chief Customer Officer 135

Chief Customer Officer Leadership Definition Metrics 135

Hero Digital

DECEMBER 27, 2018

If integrating omni-channel customer experiences is part of your 2019 plan, you can prepare for success by addressing these 4 internal factors first: 1. Once you’ve broken down silos, gathered and integrated data, and secured executive buy-in, you’re ready to start innovating industry-disrupting CX solutions. Departmental Silos.

2019 40

2019 E Commerce E-support Return on Investment 40

Currency Alliance

DECEMBER 13, 2018

As a result, major loyalty trends for 2019 will see a wave of innovation as established brands trial new ways to retain share of mind. In 2019, the big loyalty trends will revolve around aligning the design of traditional points programs with broader business objectives – and undoing the divergence we’ve seen in recent years.

Loyalty 45

Loyalty 2019 Loyalty Programs 2018 45

Currency Alliance

JUNE 16, 2020

While travel and retail brands have made a lot of progress in the last 24 months, the bulk of innovation has come from other consumer sectors – including media businesses, entertainment, and telecoms providers, which in recent years appeared to regard loyalty as a lost cause. What really stood out is which brands were pulling off these feats.

Magazine 52

Magazine Loyalty Innovation 2020 52

Strativity

MAY 10, 2023

In September 2022, Material acquired Srijan , a renowned global digital engineering firm, gaining Srijan’s long-standing relationship with Acquia as a preferred partner since 2019. We design + build customer-centric business models and experiences to create transformative relationships between businesses and the people they serve.

Technology 52

Technology Marketing 2022 2023 52

ChurnZero

FEBRUARY 1, 2019

There are Customer Success leaders out there who are always looking at things a little differently, who are ahead of the curve and who are continually learning and pushing innovation. To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019.

Chief Customer Officer 53

Chief Customer Officer 2019 Customer Success Leadership 53

ShepHyken

MAY 12, 2020

We must embrace the changes and innovations that come during these times if we hope to keep moving forward. When pitching ideas to the C-Suite, make sure you present them with an ROI attached. Prior to joining TTEC in 2019, he was senior vice president and general manager for Customer Engagement Solutions at Verint.

Technology 98

Technology 2019 ROI Employee Experience 98

NICE inContact

OCTOBER 24, 2018

That’s because we celebrate customers for using NICE inContact products and services to drive exceptionally creative, innovative customer experiences. Once again in 2019, we’ll be shining the spotlight on outstanding performance with awards in five categories: Best Cloud Implementation. Best Customer Experience. Best Business Impact.

2019 48

2019 2018 ROI Events 48

Magellan Solutions

FEBRUARY 26, 2024

See how AI-enabled innovations rescued companies from typical customer service challenges and showed new efficiency dimensions. Solution : Amazon Connect’s pace-layered approach allowed Priceline to scale AI instantly alongside agent routing innovations to resolve the influx with minimal customer friction.

Call Center 52

Call Center Customer Service Contact Center Roadmap 52

Talkdesk

JANUARY 2, 2019

As 2018 comes to a close and we prepare for a new year, three main themes will dominate the reader’s list for 2019: becoming a customer experience hero, improving both customer AND agent experience and improving operational efficiency. With that context, here are five suggested resolutions for contact center leaders in 2019.

Contact Center 67

Contact Center 2019 2018 ROI 67

Qualtrics

FEBRUARY 24, 2019

Description: For 2019, we’re taking the X4 show on tour. CX Europe 2019. Who should go: Anyone interested in how innovation and technology can make things better for customers. Gartner Customer Experience and Technologies Summit 2019. 2019 CXPA European Insight Exchange. James Scutt, Director of CX // Post Office.

2019 22

2019 Customer Experience Events Innovation 22

TechSee

JANUARY 7, 2020

Acquisition costs far outweigh those of keeping current customers, further motivating companies to implement innovative strategies to boost customer retention in the telecom industry. This lack of ROI further calls into question the practice of over-delivering when delighting customers increases operating costs by 10-20%.

Customer Retention 136

Customer Retention Telecommunications Loyalty Programs Wireless 136

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. Customer data: maximize ROI. Maximize ROI from Customer Data. This realignment will also set themselves up to win in the next decade.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

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 Roadmap 62

Upstream Works

MARCH 21, 2019

Establishing customer trust and loyalty is the single most important aspect of customer experience, according to the Dimension Data 2019 Global Customer Experience Benchmarking Report. When we speak of Customer Experience (CX) and strategies for improving it, we need to clearly define the inherent business value.

Customer Experience Management 92

Customer Experience Management Customer Experience Management Omnichannel 92

GetFeedback

JULY 19, 2019

And yet, it’s not surprising to know companies categorized as customer-centric reported much higher revenue than their counterparts, as documented in Hotjar’s 2019 State of Customer Experience Report. Voice of the Customer results should lead to innovation around customer experience. . Your customers are definitely ready to share!

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

Oracle

JUNE 13, 2019

Not only does this save money on the software itself, it also improves implementation and innovation. The ROI of cloud-based CX software is 3.2 And it includes the option for a free one-on-one innovation session so you can deep dive and figure out how to improve your specific CX strategy. Copyright © 2019 Oracle.

Customer Experience 60

Customer Experience 2019 ROI Innovation 60

ViiBE Blog

DECEMBER 14, 2020

Paired together, augmented reality remote assistance has a proven track record of boosting ROI and KPIs including. billion in 2019 and is projected to reach USD 72.7 Advantages of augmented reality remote assistance Source: McKinsey, 2019. Successful implementation of AR is key in order for a business to see high ROIs.

Insurance 52

Insurance 2024 ROI Omnichannel 52

Eptica

FEBRUARY 6, 2019

Date: Wednesday, February 6, 2019 Author: Pauline Ashenden - Marketing Manager Why focusing on CX is key at times of change. Published on: February 06, 2019. Listening to customer insight can help deliver these changes, and ensure they deliver ROI. Why 2019 is all about trust for brands and consumers.

2008 73

2008 White Paper 2019 Automotive 73

C3Centricity

DECEMBER 31, 2018

If you believe that you could be getting better support on your customer understanding and insight development, then these ten ideas will take you a long way to doing this in 2019. This post lays out the importance of being data driven, innovative, collaborative and agile to succeed a customer first strategy.

2018 83

2018 Brands Customer Journey Mapping 2019 83

Eptica

JULY 17, 2019

Date: Wednesday, July 17, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Empowering agility through AI-based Voice of the Customer programs. Published on: July 17, 2019. The rise of pop-up restaurants and the success of limited edition products that sell out quickly demonstrate this trend.

2019 58

2019 Social Media Retail Events 58

eGain Blogs

MAY 18, 2022

But why is it that we’re still not seeing the ROI that we made those commitments for? But if you now look at the last few years, at 2019, 2020, 2021 Forrester index, the government sector is scoring the lowest in citizen experience (in the business sector it’s customer experience, here it’s citizen experience).

Government 90

Government 2021 ROI Insurance 90

CSM Magazine

AUGUST 5, 2020

So what’s behind the science and can innovations in Artificial Intelligence really hold the key to giving communities exactly what they want while allowing local governments to minimise the burden on the public purse? If local councils pool their AI resources, even greater savings and ROI can be achieved. In 2019, the team at EBI.AI

Government 52

Government Automotive Transportation ROI 52

ClearAction

OCTOBER 25, 2022

Account: how managers are accountable for application of CX insights reveals your CXM ROI. Only 8% of firms are in the top 2 levels of CX maturity, compared to 13% in 2019, per the XM Institute 2022 State of Customer Experience study. Apply: how managers apply CX insights indicates your Align CXM and Embed CXM maturity levels.

Sports 71

Sports 2009 2022 Financial 71