Eptica

SEPTEMBER 28, 2016

This demonstrates the importance of continual investment and innovation in customer experience to meet ever increasing consumer demands. Looking through the research there are five key lessons for every business that wants to build emotional connections with their customers: 1.

Customer Experience 60

Customer Experience 2016 Social Media Multi-Channel 60

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Confirmit’s commitment to fostering innovation is nothing new. This year’s crop of candidates was quite competitive. Clarabridge.

2015 97

2015 Multi-Channel 2014 CEM 97

Thunderhead

JULY 15, 2019

While it may have once been empty platitude, businesses are now pivoting to focus attention and resource on ‘the needs of the customer’ with unprecedented vigour. This often leads them on a daunting quest to realize the elusive customer-driven journey. Intent: The firepower behind customer-driven journeys.

Multi-Channel 65

Multi-Channel Touchpoint Customer Centricity Call Center 65

Currency Alliance

FEBRUARY 26, 2021

Industry incumbents are replaced by those who innovate more effectively – much like in nature. As digital sales, marketing, and service channels proliferated, companies were often on the bleeding edge of how best to deliver value. There have been travel brokers for hundreds of years. delivering a smoother customer journey.

Loyalty 59

Loyalty Customer Engagement Engagement Airlines 59

Currency Alliance

MAY 9, 2022

So, to demonstrate some progress, many organizations have pursued initiatives that are only cosmetic in nature while not truly taking advantage of what digital transformation enables: namely that customer journeys, partnerships, trading ecosystems, etc. They have total flexibility and control over which information to share.

Loyalty 52

Loyalty Technology Loyalty Programs Multi-Channel 52

Currency Alliance

NOVEMBER 14, 2019

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. There is a growing divide in customer experience delivered by brands whose digital transformations are progressing well, and those being left behind.

Loyalty 40

Loyalty 2020 Hotels Loyalty Programs 40

Currency Alliance

APRIL 10, 2021

The loyalty profession is characterised by cognitive entrenchment, as well as technological backwardness which further limits innovation. Grocery chains tend to have high frequency and high monthly spend, so they can reach 60-75% customer participation. The days of managing customer touchpoints primarily in owned channels are over.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

Currency Alliance

FEBRUARY 10, 2021

Grocery chains tend to have high frequency and high monthly spend, so they can reach 60-75% customer participation. Travel programs work well for frequent business travelers, but deliver little value to the 95% of people who don’t travel often. And, they have been very successful for 20+ years.

Loyalty Programs 52

Loyalty Programs Loyalty Touchpoint ROI 52

Chattermill

MAY 12, 2019

We like this one because Pennington challenges readers to rethink the traditional customer experience and serves as a positive conversation piece that gets the ball rolling. Pennington doesn’t dive into things like cross-channel alignment or journey mapping.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

SuiteCX

FEBRUARY 13, 2015

6 Overall navigation patterns in travel remain complex, right up until the moment of purchase. Can be correlated with other channels such as email. 2015 suitecx – Confidential Is it a clickstream? ©2015 suitecx – Confidential Is it a clickstream? 7 Shows actual clicks and behaviors as someone passes through the digital environment.

2015 40

2015 Customer Experience Social Media Multi-Channel 40

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

2020 132

2020 Customer Experience Magazine Consulting 132

NICE inContact

MAY 10, 2019

NICE inContact research confirms this trend: Agent-assisted digital channels are gaining ground, with the largest growth in the agent-assisted web chat. SMS and mobile apps also have made gains, though less than chat channels (find more details here ). For Swedish Rail and its partner WebHelp, the journey continues.

Customer Experience 10

Customer Experience Social Media Omnichannel Airlines 10

Kustomer

APRIL 16, 2020

Let’s start with the customer and the experience that they want, whatever you want to offer them, and then let’s figure out where you appropriately position the bot versus the human being.” Only in the future, when innovations permit even further data for both bot and human, can they coexist in beneficial harmony.

Customer Experience 52

Customer Experience Contact Center Books Airlines 52

Qualtrics

OCTOBER 10, 2019

Increasingly, online and offline customer experiences form part of a merged ecosystem where shoppers move freely between multiple channels. To provide the levels of ease and personalization customers now expect, brands must engage their audiences seamlessly across all touchpoints. Multiple channels, one customer relationship.

Travel 34

Travel Retail Multi-Channel Fashion 34

Comm100

FEBRUARY 6, 2018

That’s because it is one of the most acclaimed and reputable CRM software solutions around, with customers such as Coca Cola and American Express vouching for its effectiveness. Salesforce features a robust reporting system, advanced customization options, and a powerful database that keeps track of contacts across channels.

Customer Engagement 42

Customer Engagement Engagement Social Media Omnichannel 42