ShepHyken

MARCH 10, 2024

My Comment: We start this week’s Top Five Roundup with an article from one of my favorite CX thought leaders, Stephen Van Belleghem. If I had to sum these up in one word, I would say these fall under the category of “friendly,” which, according to our customer service and CX research , is a top reason customers will say, “I’ll be back!”

Article 78

Article 2024 Customer Service Airlines 78

Alida

JULY 11, 2017

Forrester’s 2017 Global Customer Experience Trends report found the vast majority of firms in digital and traditional retail, banking and insurance around the world only earned the research firm’s Customer Experience Index (CX Index) score in the “OK” range. Go beyond digital—think omnichannel. Tie CX efforts to revenue.

Customer Experience 183

Customer Experience Omnichannel 2015 Retail 183

Eptica

FEBRUARY 14, 2022

Date: Monday, February 14, 2022 Author: Pauline Ashenden - Demand Generation Manager 5 factors that are driving the need for better digital customer experience. In our latest blog we highlight research that demonstrates the shift to digital and focus on five important areas driving customer experience transformation.

Customer Experience 133

Customer Experience 2022 Blog Customers 133

COPC

APRIL 1, 2024

Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX). Today, the field of CX is a dynamic arena where mature technology applications seamlessly integrate to enhance user experiences. This approach moves away from traditional methods, making training more engaging and interactive.

Customer Experience 89

Customer Experience Contact Center Technology Banking 89

Eptica

SEPTEMBER 12, 2022

Author: Pauline Ashenden - Demand Generation Manager As housing association tenants increasingly embrace digital channels, AI-powered chatbots provide a new way of engaging with customers and meeting their needs. Creating a framework for digital transformation. Automating and digitising CX in financial services.

2022 125

2022 ROI Financial Blog 125

Eptica

JUNE 10, 2022

Date: Friday, June 10, 2022 Author: Pauline Ashenden - Demand Generation Manager 3 key CX gaps between companies and their customers. 5 factors that are driving the need for better digital customer experience. Tags: channel choice, contact centre, self-service Categories: Trends & Markets. Published on: June 10, 2022.

2022 120

2022 Banking Customer Journey Blog 120

CSM Magazine

FEBRUARY 16, 2024

Topics covered will include subjects such as Telehealth Support, Data-Driven Decision Making, and Connected Commerce, among many other aspects of the digital customer experience. The awards categories include Innovation of the Year and Engagement Solutions of the Year.

Contact Center 52

Contact Center 2024 Seminar Insights 52

Eptica

JULY 29, 2022

Date: Friday, July 29, 2022 Author: Pauline Ashenden - Demand Generation Manager Automating and digitising CX in financial services. Tags: Financial services, digital channels, digital CX Categories: Market Trends. Published on: July 29, 2022. Share this page on: Tweet.

Financial 77

Financial 2022 B2B Blog 77

eGain Blogs

JUNE 24, 2022

When it comes to CX performance, history repeats and repeats and repeats… itself! The Newsweek listing on America’s best customer service companies and the Forrester US CX Index for 2022 just came out. Forrester CX rankings. 1 rank in Online services and digital products – Internet service providers. #1

Consumers 87

Consumers Airlines Magazine Transportation 87

Eptica

JANUARY 24, 2020

However, despite the focus on big picture CX, the reasons why customers leave a brand are often subtle and can even be the result of an overzealous desire to attract, engage and delight. Here are some of my top customer churn symptoms and cures. #1 Share this page on: Tweet. 4 Christmas customer service lessons from Santa.

2019 106

2019 2020 Customer Satisfaction Social Media 106

ShepHyken

OCTOBER 25, 2021

What Kind of CX Do Customers Really Want? This article emphasizes that customers may not be so quick to want to use an automated or digital system. Our customer service research indicates that 59% of customers prefer to go to the phone or email over digital channels. Here are my top five picks from last week. by Eric Krapf. (No

Article 146

Article 2021 Customer Service 2026 146

ClearAction

OCTOBER 25, 2022

Assessment for Almost-Automatic CX Excellence Lynn Hunsaker. To propel your firm to world-class performance, an assessment for almost-automatic CX excellence is now available. You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career.

Sports 71

Sports 2009 2022 Financial 71

ShepHyken

SEPTEMBER 10, 2023

That’s always welcome, but an unexpected increase in business can cause customer service and CX issues if the company or brand is not prepared. These three game-changers are generative artificial intelligence, conversational user interfaces, and digital customer service. How to Make Loyalty a New Business Line for your Brand?

Article 80

Article 2023 2028 Customer Service 80

CloudCherry

AUGUST 26, 2019

Originating in the tech sector, customer experience (CX) is now a hot topic in the B2B space—so hot, in fact, that many B2B CX experts believe it will define their companies’ competitive strategies in the coming years. Gartner found that over 80% of organizations expected to compete mainly based on CX in 2019.

B2B 199

B2B 2019 Insights Metrics 199

Oracle

JULY 7, 2020

When assessing your CX strategy, it’s vital to account for and adapt to this newly blended environment to deliver a seamless customer experience across all touchpoints. That way, they can reach the people they care about at scale across digital and video content. Digital is dominating and will continue to fuel CX.

Consumers 98

Consumers Entertainment Fashion Touchpoint 98

Eptica

JULY 1, 2022

Creating a framework for digital transformation. Automating and digitising CX in financial services. Categorie(s): Market Trends Best Practice The standard of business-to-business (B2B) customer service delivered by companies is central to retaining and growing clients and revenues. Share this page on: Tweet.

B2B 71

B2B Customer Service B2C 2022 71

customer sure

NOVEMBER 27, 2023

We’re delighted to announce that CustomerSure has been named as a finalist in the Trusted Quality Provider category at the Institute of Customer Service ‘UK Customer Satisfaction Awards’ for 2024. Implementation was very straightforward and we found the advice of CustomerSure was key to designing our survey strategy.

Customer Satisfaction 62

Customer Satisfaction 2024 Healthcare 2010 62

Thematic

AUGUST 7, 2019

This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (CX) to move from insights to action. It includes a step-by-step guide to help you calculate the ROI of CX. The question on everyones mind is: How can I prove the ROI of CX to my executive teams?

ROI 123

ROI 2019 NPS Metrics 123

Quadient

AUGUST 11, 2022

Quadient is here to help you play offense in your budget process by providing the forecasted cost savings, increases in agility, and boosts in customer loyalty across a variety of specific communications and customer experience (CX) projects. You don’t have to take “no” for an answer on your CX transformation project funding requests.

2022 52

2022 Omnichannel Customer Journey Mapping 2023 52

Upstream Works

NOVEMBER 30, 2022

This is not a promising scenario for contact centers looking to make customer experience (CX) a differentiator for their company. Unsurprisingly, contact center as a service (CCaaS) adoption has accelerated, as contact center leaders are recognizing the need for innovation to better support digital customer experiences.

Contact Center 78

Contact Center Customer Experience 2023 Customers 78

ShepHyken

APRIL 18, 2022

My Comment: This article starts with the premise that there is a CX gap, which is the difference between what brand executives and the brand’s customers think about the level of customer service and experience the brand provides. In fact, 96% of consumers say CX is a key factor in their choice of loyalty to a brand. by Annette Franz.

Article 70

Article 2022 Customer Service Retail 70

Interactions

JANUARY 30, 2020

Discussions about digital transformation are overtaking the boardroom as the consumer landscape continues to evolve. CX focus in digital transformation. When it comes to digital transformation, the focus of many strategies centers around improving customer experience.

Touchpoint 77

Touchpoint B2C Consumers ROI 77

2020 Research

AUGUST 30, 2022

Improve Your Customer & User Experience with Digital Qualitative Research . The incentives are rich and the stakes high for today’s brands to implement solutions that improve the customer experience (CX) and user experience (UX). Strong evidence indicates the solution to accomplishing the above lies in digital qualitative research.

E Commerce 52

E Commerce User Experience Document Consumers 52

Strativity

JANUARY 6, 2023

COVID triggered a forced acceleration of digital transformation across the QSR category. Historically, QSR has operated as a functional category where value has been equated with cost. Pizza brands are high fidelity because they are successful at fulfilling the core needs consumers bring to this category.

2001 52

2001 Omnichannel Consumers Brands 52

CSM Magazine

APRIL 23, 2021

Cierra Dobson, strategy director at design and technology agency, Rufus Leonard , explores how brands of all shapes and sizes can adopt the successful strategies of category-defining service brands to grow their market share and take the lead. Such relationships also necessitate a robust digital ecosystem.

Brands 52

Brands 2010 Return on Investment 2020 52

Lumoa

JANUARY 19, 2023

Identify the Company’s Goals Before you start looking for people or draft your CX strategy, your first step should be to clarify and understand the wider objectives of your organization. What’s more, it will help you build a link between your CX team goals and the broader company goals. What does the company want to achieve?

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

ShepHyken

APRIL 8, 2022

He shares how retailers can understand the digital customer experience in the retail world. Now, the question that arises in this digital dominant world is how retailers can understand the digital customer experience requirements. . Retailers must understand that customers do not see digital channels the same way as they do.

Retail 75

Retail Customer Experience Contact Center Omnichannel 75

Lumoa

AUGUST 23, 2021

What we’ve learned about CX during COVID-19 can be summarized as follows: The ability to build—and maintain—connection is even more of a hot commodity, so it’s more important than ever for your teams to be empathetic and transparent. Another trend to emerge throughout the increasing digital interactions has been the use of video.

Customer Experience 94

Customer Experience Social Media 2020 Customers 94

COPC

FEBRUARY 15, 2024

BACKGROUND The COPC Standards Committee is a group of industry leaders composed of the largest buyers and providers of customer experience (CX) operational services, including contact center support. Its role is to maintain the best practices and requirements in the COPC CX Standard.

Contact Center 52

Contact Center Metrics Definition Call Center 52

Eptica

APRIL 8, 2020

Author: Pauline Ashenden - Marketing Manager Digital channels are now a vital part of the customer relationship, across every sector. To find out, we evaluated the digital customer service provided by 50 UK companies from five sectors, repeating research carried out since 2011. Published on: April 08, 2020. So, how are they faring?

2020 79

2020 Customer Service Social Media 2025 79

ClearAction

MAY 26, 2023

Data mining technologies abound, and this should be your top interest in CX tech investment. How you ask, analyze, and advocate CX insights is pivotal to your enterprise growth curve. This is CX Intelligence. Put as much energy into CX intelligence as you put into almost-free VoC and surveys.

Customer Insights 62

Customer Insights Insights Chief Customer Officer Leadership 62

Kustomer

JUNE 2, 2023

Data says that customers are looking for more interaction with brands via social media and SMS, and WhatsApp is at the crossroads of those two categories. Digital-first channels are gaining traction, and that’s where you need to be to make your business successful.

Customer Retention 91

Customer Retention Omnichannel Sports Customers 91

Confirmit

FEBRUARY 5, 2020

A lot has changed in the world of CX since the ACE Awards first launched in 2005. If you’re familiar with the awards you’ll notice that we’ve revamped the submission forms and categories this year. So, we’ve introduced the Professional of the Year category. Find out which categories are right for you.

2005 52

2005 2020 Download Customer Voice 52

SurveySensum

NOVEMBER 10, 2023

The tool also comes with a team of dedicated CX experts who will help you create well-designed surveys and streamline your feedback process to get maximum value. It provides businesses with tools and services to gather valuable feedback and insights from real users about their websites, apps, and digital products.

User Experience 52

User Experience Feedback Multi-Channel Social Media 52

Beyond Philosophy

NOVEMBER 27, 2020

An organization’s digital experience is vital to their success. We have been getting a lot of clients asking for a review of their digital experience. Many recognize that their digital transformation hasn’t resulted in the experience that they hoped it would be. Forrester’s Four Categories of Value Drivers.

Net Promoter Score 150

Net Promoter Score NPS Insurance Consulting 150

Quadient

OCTOBER 1, 2021

The State of CX: A series on customer experience trends and beyond - empathy's key role. It reflects not only new demands for digital agility and analytics but also a focus on the implementation of customer journey mapping and other customer-centric tools. How experts believe empathy will affect CX strategy.

Customer Experience 52

Customer Experience Customer Journey Mapping 2021 2020 52

Eptica

DECEMBER 12, 2018

Date: Wednesday, December 12, 2018 Author: Pauline Ashenden - Marketing Manager How CX is central to Digital Transformation. In fact, a global study by Vodafone recently found that 69% of firms believe they will fail if they don't move to a digital model. Published on: December 12, 2018. Half of the 400 U.S.-based

2018 65

2018 2022 Culture 2019 65