InMoment XI

APRIL 6, 2022

It’s important to point out that the customer journey is different from the customer experience (CX). Optimizing the customer journey also helps decision makers at the company to stay focused on customers. Customer journeys are what your customers are doing, while the experience is how they’re feeling.

Customer Journey 517

Customer Journey Customer Journey Mapping Touchpoint Loyalty 517

Experience Investigators by 360Connext

MAY 12, 2020

Getting Decision-Makers to approve new customer experience initiatives has rarely been easy. Getting your executive team or other decision-makers on board with customer experience right now has some unique challenges. With this in mind, let’s look at how we can present an argument for CX done well.

Contact Center 162

Contact Center Metrics Net Promoter Score Financial 162

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

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

Eptica

OCTOBER 2, 2020

In the second of our blogs based on insights from Contact Babel’s 2020-21 Customer Experience Decision-Makers’ Guide, sponsored by Enghouse Interactive, we look at the rising importance of CX to businesses and widening channel use by consumers, two key trends that are driving transformation in the sector.

Customer Experience 127

Customer Experience 2020 Call Recording Blog 127

Interactions

MARCH 28, 2024

39% of CX leaders polled by GDS state competing objectives and KPIs between departments within their organization as the reason their CX efforts are impeded. Amongst businesses, this remains a barrier to achieving CX excellence. We surveyed 500 business decision-makers across industries to find out where the disconnect lies.

Contact Center 62

Contact Center Innovation Consumers Interaction 62

Playvox

FEBRUARY 8, 2022

As a leading analyst firm for the contact center and CX industry, ContactBabel publishes the Contact Center Decision-Makers’ Guide each year, giving the industry unparalleled insights into performance, operations, technology, and HR aspects of U.S. How do CX pros rate their own technology? Enter ContactBabel.

Contact Center 83

Contact Center 2022 Download NPS 83

Eptica

SEPTEMBER 16, 2020

Based on primary research, Contact Babel’s 2020-21 Customer Experience Decision-Makers’ Guide, sponsored by Enghouse Interactive, delivers deep insight into the current state of the industry. You might also be interested in these posts: Why you can no longer ignore the cloud for CX applications.

Customer Experience 127

Customer Experience 2020 Contact Center ROI 127

ShepHyken

JANUARY 15, 2024

Top Takeaways: Shep’s Comment: Some may not see this as a customer service or CX interview. It is assuming responsibility for one’s decisions and actions. Inviting accountability opens the door to conscious decision-making, enabling individuals to confront their current behaviors, and get better long-term results.

Sports 80

Sports Culture Download Leadership 80

ClearAction

MAY 25, 2023

Everyone says “quick wins are your best route to CX success” Bah! Here’s how: Take 1 prevailing CX issue: how much is it costing you in service (totality), remedies, escalations, churn, and trust? We did this at Applied Materials, a semiconductor equipment maker, when I led CX companywide.

Customer Experience 118

Customer Experience Chief Customer Officer Leadership ROI 118

Heart of the Customer

APRIL 22, 2022

The need to understand multiple levels of your clients drives that complexity and is critical to a successful B2B CX strategy. You have to analyze the journeys of decision-makers, influencers, and users, as well as how […].

B2B 78

B2B B2C Management ROI 78

Feedbackly

MARCH 1, 2024

There’s no doubt that Customer Experience (CX) in 2024 is going to be ripe with some new changes and challenges, especially within the digital retail space. Emotional Experience is an integral element of CX, and it helps businesses understand their clientele effectively and cater to their expectations well. Why Emotional Experience?

2024 59

2024 Metrics Webinar Brands 59

Bill Quiseng

JUNE 6, 2023

Disney knows that the mother is the decision maker. Customers buy with emotion and justify their decisions with reason. customerservice #customerexperience #custserv #custexp #cx Because Disney understands their customer. Mom or Dad? 1 is Safety. QUI Takeaway: To earn customer loyalty, don’t get inside their heads.

B2C 88

B2C Loyalty Customers B2B 88

Lumoa

OCTOBER 31, 2021

They share our passion for innovation and helping companies to become truly customer-centric in their decision making, as well as our focus on providing insights solutions that are easy to use and fast to implement,” said Johanna Sinkkonen, CEO of Lumoa. Founded in the Nordics,  Forsta  means “to understand” in Swedish.

2021 83

2021 Touchpoint Customer Centricity Insights 83

CSM Magazine

APRIL 14, 2021

Survey of marketing decision-makers reveals major hurdles in updating CX strategies. The findings reveal that, while 89% of respondents think a CX strategy is important or very important to business success, less than half (47%) review and evaluate their CX strategy annually or even less frequently.

Multi-Channel 52

Multi-Channel Customer Insights Entertainment Insights 52

Inbenta

JANUARY 25, 2021

Luckily, technology keeps on adapting to help deliver tools that can make customer experience (CX) a truly seamless experience for companies and consumers. So what are the trends that will shape CX in 2021 that organizations need to know in order to win customers’ business? Customer service goes remote. Hyper-personalization.

2021 97

2021 Customer Experience Omnichannel Social Media 97

Upstream Works

NOVEMBER 4, 2021

A transformational approach is needed, making omnichannel a top priority for IT decision makers. According to research by the Aberdeen Group ( via Forbes ), companies with strong omnichannel CX strategies retain an average of 89% of their customers. This is compared to 33% for companies with weaker omnichannel CX strategies.

Omnichannel 78

Omnichannel Contact Center Call Center Technology 78

Upstream Works

JANUARY 16, 2020

We began by looking at the impact of digital transformation , then the importance of personalization , and most recently the power of agent engagement for improving the customer experience (CX). By coming to AI with a set of realistic expectations, IT decision-makers can start exploring the possibilities. 24/7 Self-service.

Innovation 78

Innovation Contact Center Customer Journey Mapping 2020 78

Alida

OCTOBER 5, 2017

If you want to create a successful customer experience (CX) ecosystem, someone needs to take charge. But the study also found most enterprises lack coordinated, centralized CX leadership, leaving “this vital revenue-directing opportunity area without oversight and collective direction.”. No one currently owns CX.

Sales 140

Sales Marketing E Commerce Magazine 140

Beyond Philosophy

AUGUST 25, 2022

But, first, decision-makers, and customer experience and brand managers should determine how to put them together. He spends a lot of time talking to decision-makers to get over their risk aversion and finding a way to drive change in these areas. appeared first on CX Consulting. Subscribe today right here.

Contact Center 147

Contact Center Hotels Social Media Interaction 147

Customer Bliss

DECEMBER 28, 2017

This process engages both the customer and the organization’s leaders, allowing them to unify their decision-making skills and create an accountability forum. What will CX Look Like in 2017? What will CX Look Like in 2017? How Does a Customer-Focused CEO Make Decisions? Click To Tweet.

2017 141

2017 Blog Customer Experience Chief Customer Officer 141

CloudCherry

OCTOBER 25, 2018

On September 27th, I had the great pleasure of moderating a panel at CEM Asia attempting to answer the question: How do business leaders quantify the ROI of CX? A world-class CX program can take many shapes. In fact, said Nair, “the CEO’s insistence at keeping CX at the top of the agenda has been really important.”

CEM 170

CEM 2018 ROI Metrics 170

Talkdesk

JANUARY 15, 2020

With more than 3,000 customer experience professionals and decision-maker attendees, Opentalk 2020 is the CX event of the year with the presence of industry innovators, thought leaders and customer service professionals from a wide range of industries. Are you keen on taking the reality of customer support to the next level?

2020 86

2020 Contact Center Customer Experience Professionals Innovation 86

ShepHyken

AUGUST 12, 2022

Here is how you can reduce customer support tickets and enhance CX: . One of the best ways you can reduce customer service tickets and improve CX is by creating customer self-service solutions. Develop decision trees. With a solution that helps you provide better CX, you can expect the customer support tickets to go down. .

Omnichannel 70

Omnichannel Social Media Customer Journey Mapping Customer Journey 70

CSM Magazine

MARCH 20, 2024

Characteristics of Machine Customers Machine customers are distinguished by their ability to make decisions based on real-time data and adjust their actions over time, rather than simply following a set of preprogrammed instructions.

Transportation 52

Transportation 2030 Automotive Entertainment 52

Customer Bliss

FEBRUARY 13, 2018

Upon starting his new role at Samsung, like all CX and high-level leaders, Josh had to assess the work that needed to be done. CX Click To Tweet. CX Click To Tweet. Once in the role, Josh spent a lot of energy finding ways to put more of the decision-makers across the organization in front of real customer experiences.

Leadership 141

Leadership Customer Service Call Center Multi-Channel 141

PeopleMetrics

DECEMBER 1, 2021

CSR specializes in obtaining continuous insights from high value audiences, including C-Suite decision-makers, brokers, promoters, the highest CLV customers, high-net worth investors, physicians and more. We see the experiences of high-value customers being increasingly important and underserved in the CX market.

Telecommunications 118

Telecommunications B2C B2B Books 118

CloudCherry

DECEMBER 1, 2018

On September 27th, I had the great pleasure of moderating a panel at CEM Asia attempting to answer the question: How do business leaders quantify the ROI of CX? A world-class CX program can take many shapes. In fact, said Nair, “the CEO’s insistence at keeping CX at the top of the agenda has been really important.”

CEM 150

CEM 2018 ROI Metrics 150

NICE inContact

JUNE 22, 2021

For example, our most recent survey of contact center decision-makers revealed that 66% of organizations not currently using cloud-based call center solutions are accelerating their move to the cloud as a result of the pandemic. Contact centers are busy these days with major initiatives. Busy times, indeed!

Contact Center 62

Contact Center Call Center 2020 Management 62

Lumoa

MAY 19, 2020

While the potential revenue losses are enough to get any CEO’s attention, many companies still aren’t making CX a priority. Here are a few ways that you can show the value of CX and make it easier for your CEO to get on board with it. Choosing the right CX vendors is a challenge because there are so many options on the market.

Presentation 103

Presentation Multi-Channel Return on Investment 2014 103

Customer Bliss

JULY 24, 2018

As customers, we become emotionally attached to companies who consider our lives when they make decisions. As CX practitioners, our opportunity is to wire “care” in our business behaviors. Many decision-makers in companies have large groups of family and friends. CX #CustExp Click To Tweet. They care about them.

2007 161

2007 Customer Satisfaction Customers Loyalty 161

Thematic

AUGUST 25, 2021

Each month, Thematic hosts a virtual roundtable for CX & insights professionals within our community. As CX professionals, we constantly need to remember what different stakeholders care about - and start with the problem we’re trying to solve which connects to their function/purpose. Join our community here.

Insights 116

Insights Presentation Leadership Feedback 116

NICE inContact

MARCH 3, 2021

The NICE inContact Customer Experience (CX) Transformation Benchmark is fielded in the US, Canada, UK, Australia with two surveys, one among consumers and one among contact center decision makers. Last year, we discussed the numerous impacts that the global pandemic had on both businesses and consumers.

Contact Center 71

Contact Center 2021 Roadmap Consumers 71

InteractionMetrics

JUNE 21, 2023

Rob Markey shared his insights last month during a wide-ranging CXPA roundtable conversation where we discussed how to meet decision-makers’ needs and weigh feedback from various groups. Other market researchers see the decision to offer customer anonymity as the right thing to do for respondents.

B2B 52

B2B Feedback NPS Workshop 52

Bold360

AUGUST 18, 2020

COVID-19 and today’s almost fully remote workforce have forced many organizations into “scramble mode” as they’ve rapidly adopted digital-first approaches to employee and customer experience (EX and CX). A great EX thus supports a great CX. 4 Recommendations for Improving EX and CX (and CEM). More measurement supports strategy.

Customer Engagement 52

Customer Engagement CEM Engagement Multi-Channel 52

InMoment XI

JANUARY 9, 2024

For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. The B2B CX may also refer to a company’s ability to respond to customer questions and cases. Why is B2B CX Important?

B2B 551

B2B Customer Experience Net Promoter Score 2024 551

ClearAction

JULY 20, 2023

Aside from wonderful capabilities, efficiencies, and solutions offered by customer success technology, usually : Tech is the first major decision of new leaders in CX, CS, and Marketing. B2B technology buyer negative sentiment: Buyer renewal champions are managing a frustrating chain of decisions during renewals and expansions.

Technology 62

Technology Customer Success 2009 Consulting 62