Confirmit

NOVEMBER 16, 2020

The 2020 ACE Award Winners’ Showcase celebrates companies for whom the customer and employee experience have become integral to their success, delivering better business outcomes; increased revenue , reduced costs , and company-wide culture change. We are proud to share the success of such innovative and people-centric teams.

2020 52

2020 Insurance 2019 Touchpoint 52

ChurnZero

DECEMBER 16, 2020

NVTC Tech 100 awards celebrate the most innovative technology companies and top tech executives in the region. The final NVTC Tech100 Award list comprises 100 tech companies and 26 executives, each consistently demonstrating dedication, vision and innovation. “As The full list of awardees are as follows: 2020 Tech 100 Companies.

2020 98

2020 Government Consulting Innovation 98

ShepHyken

JUNE 15, 2020

The Rise Of Premium Loyalty: What Do Your Customers Expect in 2020? by Retail TouchPoints. Retail TouchPoints) In 2020, revenue is critical. The post 5 Top Customer Service Articles For the Week of June 15, 2020 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

2020 76

2020 Article Customer Service Touchpoint 76

Oracle

NOVEMBER 27, 2019

Modern retailers understand this new omnichannel reality and are adopting retail innovation strategies to meet shoppers wherever they are — and on whatever device they choose. Fast-food restaurants may get even faster thanks to retail innovation in customer service tech. Revolutionizing the drive-thru experience. The future of retail.

Retail 74

Retail Innovation 2019 Multi-Channel 74

Experience Investigators by 360Connext

JUNE 13, 2023

This can be a successful approach, particularly when organizations value operational efficiency and want to ensure that customer interactions are streamlined across all touchpoints. According to a survey conducted by Getfeedback in 2021 , 20% of CX professionals sit in the operations department under an Information Technology (IT).

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

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

SurveySparrow

NOVEMBER 28, 2019

2020’s right around the corner. Here are the much-awaited customer experience conferences of 2020. Oracle is all set to help organizations adopt innovative and disruptive data-driven customer experience strategies to empower change and stimulate growth. When: 14th January – 15th January 2020. Well, then dive in!

2020 52

2020 Customer Experience Workshop Events 52

Currency Alliance

DECEMBER 17, 2019

This is the blog version of our Loyalty Strategy Guide 2020. For a more engaging read, click here to Currency Alliance Loyalty Strategy Guide 2020. incentivizing more touchpoints so that you can build emotional loyalty. Do more with customer data in 2020. >Data >Data collection: integrate more touchpoints.

Loyalty 64

Loyalty 2020 Loyalty Programs Travel 64

Totango

MAY 5, 2020

Customer Retention Strategies in B2B for 2020 and Beyond. A multi-touchpoint approach has quickly become the accepted norm, with customers increasingly expecting multiple ways in which to engage. Use Key Engagement Metrics to Drive Iteration and Innovation. Re-evaluate Your Current Digital Engagement Strategy.

Customer Retention 62

Customer Retention B2B 2020 Multi-Channel 62

Call Experts

FEBRUARY 12, 2020

Key 2020 Trends: Cloud Contact Centers. Understand and Optimize your Unique Customer Touchpoints. AI powers innovation and success for your company! Ensure secure and real-time communication for your customers and their associated support data. . More Blogs Menu. Monitor Your Customer Experience with Real-Time Dashboards.

Contact Center 69

Contact Center 2020 Call Center Omnichannel 69

ChurnZero

JANUARY 3, 2020

Out of 20 solution providers included in G2’s Winter 2020 Momentum Report for Customer Success Software, ChurnZero has received the highest Momentum Score, based on exceptional customer satisfaction and market growth, reinforcing ChurnZero’s position as the pacesetter in the Customer Success industry.

2020 69

2020 Customer Success Net Promoter Score Chief Customer Officer 69

Oracle

DECEMBER 14, 2020

We’re back with the next installment of Markies Monday, a weekly blog series designed to help you learn more about the 2020 Oracle Markie Awards and its categories, finalists, and winners. Let’s look at how the five finalists and winner delivered innovative solutions to a wide variety of companies.

Innovation 52

Innovation Airlines Contact Center Omnichannel 52

Currency Alliance

NOVEMBER 14, 2019

The overarching loyalty trend of 2020 will continue to be brands getting to grips with digital transformation. Loyalty marketing, however, has been restrained (or, arguably, sheltered) by monolithic tech, and probably a lack of interest, as other, sexier marketing innovations stole center-stage. as some of the major causes.

Loyalty 40

Loyalty 2020 Hotels Loyalty Programs 40

BirdEye

MAY 6, 2021

We work hard to ensure that our platform enables businesses to deliver fantastic experiences at every touchpoint and allows their customers to share their experiences on review sites and social media. G2 Fall 2020 Report. G2 Summer 2020 Report. G2 Spring 2020 Report. 2021 G2 Spring awards. G2 SMS Marketing – 9 awards.

Marketing 98

Marketing 2021 Magazine 2019 98

SurveySensum

DECEMBER 16, 2019

Indonesian Customer Experience Trends to watch for in 2020. SurveySensum’s Customer Experience Trends Report, 2020 highlights 6 key CX trends that every company in Indonesia must know to reinforce a positive customer experience strategy: 1. Today, customer experience is perhaps the most important aspect for any business to succeed.

2020 52

2020 Customer Experience E Commerce Loyalty Programs 52

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

GetFeedback

SEPTEMBER 27, 2018

And companies that are historically brick-and-mortar are fighting to bring innovation into the retail space, too. It’s not enough to sell people products anymore; you must sell them an experience using a series of integrated digital and physical touchpoints. How Innovative Retailers Are Standing Out.

Retail 170

Retail E Commerce Customer Experience Touchpoint 170

Qualtrics

FEBRUARY 10, 2020

And we don’t expect it to slow down this year, in fact we expect the pace of innovation to accelerate. Listen - hear and understand EVERY customer, at EVERY touchpoint. It’s early days, so keep an eye out for updates and improvements as we head into 2020. Want to See All the New Updates for 2020? More About X4.

2019 58

2019 2020 Feedback Insights 58

Kustomer

NOVEMBER 15, 2021

Where online retail and services were once considered a nice or handy shopping alternative, 2020 saw e-commerce transform into an accelerated necessity for brand and customer survival. 80% of consumers who began shopping from a private brand in 2020 intend to continue that loyalty indefinitely. CRM and Customer Retention.

E Commerce 59

E Commerce Brands E-support Customer Experience 59

TechSee

OCTOBER 9, 2018

trillion in spending — in the United States by 2020. To win this tech savvy crowd, innovative technologies are essential. According to Accenture , Millennials have overtaken Baby Boomers as the largest consumer demographic, expected to account for 30% of retail sales — that’s $1.4 Personalization. Know your customer.

Customer Service 359

Customer Service Virtual Agent Social Media Multi-Channel 359

BirdEye

AUGUST 14, 2020

The 2020 Inc. As a whole, the 2020 Inc. Since 2012, BirdEye has been focused on driving revenue for businesses ranging from 10 – 10,000 locations by empowering them to deliver exceptional experiences at every touchpoint, from being found online, to texting and email campaigns, all the way through getting customer referrals.

2012 98

2012 2016 2019 2020 98

CustomerSuccessBox

SEPTEMBER 7, 2021

Companies that believed in innovation are the ones that could grasp the opportunity and march ahead. 4 Adaptation and innovation will be the key factors for successful Customer Success teams. Customer Success teams need to adapt to new technologies and innovations. #5 And in all these -the common thread- Customer Success.

2021 96

2021 Customer Success Customer Journey Mapping Touchpoint 96

Qualtrics

FEBRUARY 17, 2020

As you plan out your days at X4, here’s a look at some of the sessions we recommend to help you come away from the event with all the inspiration and practical tips you need to take your XM program to new heights in 2020. The post 29 must-see sessions at X4 2020 appeared first on Qualtrics. World-class thought leadership.

2020 34

2020 Government Leadership Events 34

C Space

JANUARY 18, 2021

How did 2020 change the rules of engagement between customers and brands? What we saw in 2020 was a complex and rapidly changing picture – fluid emotional shifts, driven by economic, political, cultural and environmental uncertainty. Sectors that have traditionally played a background role in our lives made emotion gains in 2020.

Engagement 116

Engagement 2020 2021 Financial 116

Qualtrics

DECEMBER 17, 2019

We picked the collective mind of the resident brand experience (BX) experts at Qualtrics to find out the main trends and issues marketers and brand managers need to be aware of in 2020. With attention on the long-game, lengthy and periodic brand tracking surveys will become obsolete in 2020. A pivot to brand-led marketing.

2020 32

2020 Brands Chief Customer Officer Hotels 32

TechSee

NOVEMBER 3, 2020

With 61% of customers today reporting that they would avoid technician visits unless strictly necessary (based on an October 2020 survey ), innovative field service organizations have been turning to remote support alternatives in lieu of face-to-face visits. Let’s now go a little deeper into each one of these factors.

Contact Center 109

Contact Center Innovation Social Media 2019 109

Qualtrics

FEBRUARY 18, 2020

They’ll be taking to the mainstage in the afternoon to explore how the landscape is shifting in XM and show some of the innovations on the XM Platform that will change how you work in 2020. See how delivering real-time, 1-to-1 personalized experiences across touchpoints can drive measurable benefits for your company.

Healthcare 32

Healthcare 2020 Leadership Events 32

Qualtrics

FEBRUARY 18, 2020

They’ll be taking to the mainstage in the afternoon to explore how the landscape is shifting in XM and show some of the innovations on the XM Platform that will change how you work in 2020. See how delivering real-time, 1-to-1 personalized experiences across touchpoints can drive measurable benefits for your company.

2020 29

2020 Government Leadership Events 29

delighted

JUNE 3, 2021

Shopping patterns in the US have changed dramatically since January 2020, when the first coronavirus case was reported in the US. Over a 100 retail chains pulled down their shutters temporarily in March and April 2020 and unemployment skyrocketed. This finding is not peculiar to 2020.

Omnichannel 98

Omnichannel Retail Consumers 2021 98

Experience Matters

JANUARY 20, 2015

EMC Corporation, Texas NICUSA, The Results Companies, and TouchPoint Support Services. Despite being in an industry undergoing tremendous change, Aetna is focusing on its 2020 vision to make the company 100% customer-centric. TouchPoint Support Services. Finalists are Activision Customer Care, Aetna, Crowe Horwath LLP, Dell Inc.,

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

ChurnZero

DECEMBER 7, 2023

From living and breathing innovation, to questioning the status quo, to relentlessly pursuing customer value and breakthrough results, it takes a lot to become a ChurnHero Award winner. Their answer: a new ChurnZero play, consisting of 10 carefully crafted touchpoints, to educate and engage.

2023 52

2023 Customer Success NPS 2022 52

CSM Magazine

APRIL 20, 2021

According to the Life and Work Beyond 2020 study , commissioned by Avaya, those who reported being happier in 2020 than in 2019 identified working from home as a key driver of that happiness. It enables organisations to rapidly innovate to address a wide range of use cases. The need for action on this is pressing.

Communication 59

Communication 2020 2019 Innovation 59

2020 Research

JULY 18, 2023

Time and again, our clients reap big rewards and find success by following a simple formula: Gain a comprehensive understanding of every touchpoint a customer encounters with their brand. Innovative, digital research is a necessity in today’s world, but it’s made participating in research much more confusing.

User Experience 52

User Experience Return on Investment Innovation Touchpoint 52

Confirmit

NOVEMBER 15, 2020

But it has reminded us here at Confirmit how proud we are to work with some of the most innovative, leading CX teams around the globe as they embrace the change. And we are enormously proud to see Louise Durnin of Cromwell among the few winners commended 2020 CX Leader of the Year ! 11% increase in customer orders. .”

2020 52

2020 2019 Touchpoint B2B 52

Eptica

NOVEMBER 8, 2017

But creating this customer understanding is complicated by the fact that the customer journey today is fluid and spans numerous touchpoints, many of them digital channels. This way they feel understood and don’t have to repeat themselves when they move between channels.

Customer Centricity 96

Customer Centricity Chief Customer Officer 2017 Competitive Advantage 96

Interactions

OCTOBER 15, 2020

In recent years, the insurance sector has experienced an uprise in disruptive innovation. Power stated , “ [This] has huge implications for the industry because [the CX trend] puts the focus squarely on digital investment to notably expand creating seamless customer touchpoints.”. 2: Adopt Technology-driven Claim Service.

Insurance 62

Insurance Marketing ROI Innovation 62

SurveySparrow

AUGUST 20, 2020

Key Performance Indicators or KPIs are tools that are used to measure the performance of skilled personnel based on their results, innovation, quick thinking, quality, etc. The only way you can do that is by asking for feedback at each touchpoint. There is no fool-proof method to quantify service quality.

2020 52

2020 Management Measurement Metrics 52