Experience Investigators by 360Connext
DECEMBER 31, 2014
'2015 is locked and loaded, right? All set with your shiny new strategies and bold new plans? It’s ok if you’re facing the calendar and thinking “already!?” We’ve all been there. We have big plans ourselves in 2015. In the months ahead, 360Connext will be offering some great content to help you deliver MORE for your customers.
InMoment XI
DECEMBER 30, 2014
I love to shop. Alright, no, not really, but I do buy a lot of products and services. I find myself frequenting stores and businesses that I feel either treat me well or represent a lifestyle I aspire to. Then again, I also find myself buying a considerable amount from companies I despise. Take for. View Article.
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Michel Falcon Experience
DECEMBER 31, 2014
'How do you personally define a customer-focused company? I’m not talking about a company that claims to be customer-focused but one that genuinely obsesses over improving their customer experience. Year after year, we hear of companies of all sizes wanting to focus more on their customer experience. While some actually use the appropriate resources to… Read More».
Experience Matters
DECEMBER 30, 2014
'We published a Temkin Group report, The State of Customer Experience Metrics, 2014. This is the fourth year that we’ve published this report on how companies are using CX metrics. Use our CX Metrics Assessment, along with data from large companies, to benchmark your organization’s CX metrics efforts. Here’s the executive summary: We asked over 200 large companies about how they use customer experience (CX) metrics, and then we compared their answers with similar studies we con
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Think Customers
DECEMBER 31, 2014
'As news outlets and blogs publish their lists of the good, bad, and ugly for everything from movies, songs, YouTube videos, celebrity couples, technologies, and sports moments, to tweets, Instagram posts, hacks, images, selfies, advertisements, and so on, I''m joining in with my lists of cheers and jeers in the customer experience world. Here are the worst customer experiences in 2014.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Maz Iqbal
DECEMBER 27, 2014
'I Find Myself Hurt, In Pain, With Sprained Ankle At Paddington Station. In an earlier conversation I shared the following: I arrived at Paddington Station and made my way hurriedly toward the underground. Suddenly, I found my feet sliding, no control, left knee smacks into the hard tile floor, right leg twists awkwardly, the right ankle is in some pain.
Customer Enthusiast
DECEMBER 30, 2014
'It occurred to me while reading through a list of 15 Customer Service Trends for 2015 assembled by Richard Shapiro, president of The Center For Client Retention , that nine of the 15 trends are related to omnichannel: a seamless approach to a consumer’s experience through all available shopping channels (e.g., mobile devices, computers, physical stores, etc.).
Think Customers
JANUARY 2, 2015
'On a survey we conducted recently, a whopping 80 percent of customer experience (CX) professionals said their firms'' goal is to be a CX leader in their industry or across all industries. Unfortunately, our CX Index shows that only 11 percent of companies succeed in delivering an excellent experience--one that would set them apart from competitors.
InMoment XI
DECEMBER 30, 2014
I love to shop. Alright, no, not really, but I do buy a lot of products and services. I find myself frequenting stores and businesses that I feel either treat me well or represent a lifestyle I aspire to. Then again, I also find myself buying a considerable amount from companies I despise. Take for.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Experience Matters
JANUARY 2, 2015
'Some years it’s difficult to decide on the content for my first post. But this year it was very easy. This new video is the perfect way to start off my blog in 2015. In my recent post Customer Experience = Success + Effort + Emotion , I reiterated the definition of customer experience (CX): “ the perception that customers have of their interactions with an organization.” Written words are great, but I wanted people to fully understand the essence of CX, so I created this vide
ijgolding
DECEMBER 30, 2014
'As we approach the last 24 hours before the end of 2014, I feel it is time to reflect on the last twelve months in the world of Customer Experience. Twelve months is not a particularly long time in the context of a lifetime of experiences, yet it is remarkable what progress can be made in 365 days. If you can remember what you were doing on the 30th December 2013 you will know what I mean!
Bob Hayes
DECEMBER 29, 2014
I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. The topic of empathy topped the list of posts this year. I was surprised that my blog post on the role of empathy in the customer experience received the most pageviews this year. Other top posts reflected Big Data trends, data science skills and measuring employee empowerment.
InMoment XI
DECEMBER 29, 2014
As a person responsible for customer experience in your organization, you’ve probably heard a lot about text analytics. As MaritzCX’s text analytics subject matter expert and director, I’m going to provide a surprising answer to the question, “Should you care about how text analytics works?” Probably not. Before I explain, let me tell you about.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
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Think Customers
DECEMBER 29, 2014
'Sooner or later, all modern technologies get replaced. Some evolve to meet demand, while others drift off into oblivion. Voicemail, for instance, continues to fade fast, for this mode of communication has become increasingly bothersome in today''s hyper-connected world. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Maz Iqbal
DECEMBER 30, 2014
'It is the time of the year that many are pushing out their predictions for 2015. I am not in that business: I lack a crystal ball. Further, I say that the future is not already made. The future is unborn and how you/i/we show up and operate in this world will shape how 2015 turns out. So in this final conversation of 2014, I want to share with you my thoughts on what it takes to become great; greatness necessarily involves effecting significant and substantial change.
CX Journey
DECEMBER 30, 2014
'Image courtesy of ilya vinogradov How much progress did you make with regards to improving the employee experience and the customer experience this year? Did you stick with all of your CX resolutions for 2014? Did you add any new ones mid-year? As we wrap up 2014 and say "Cheers" to another year, I thought it would be fun to take a look back on the year.
InMoment XI
DECEMBER 29, 2014
As a person responsible for customer experience in your organization, you’ve probably heard a lot about text analytics. As MaritzCX’s text analytics subject matter expert and director, I’m going to provide a surprising answer to the question, “Should you care about how text analytics works?” Probably not. Before I explain, let me tell you about.
Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX
Touchpoint Dashboard
JANUARY 2, 2015
'Today’s post is by guest blogger Annette Franz; her post is a modification of one that appeared on CX Journey™ on September 4, 2014. Do your employees have a clear line of sight to your customers? What do we mean by “line of sight?” Simply put, it’s the straight line between you and your target. In […].
Horizon CX
DECEMBER 29, 2014
For my final blog of 2014 I’ve decided to address, empathy, a. fundamental essence of Customer Experience, by reflecting on the year behind me. with no regrets and foreseeing the year in front of me with great optimism. It’s rewarding every now and then to take. stock of one’s entire career and how it has evolved. I spent four years in the US Air Force, returned to work in the science arena, earned a degree in Chemistry and enjoyed. several years as an analytical chemist, entering marketing and
CX Journey
JANUARY 2, 2015
'Image courtesy of FORMULa_24 I originally wrote today''s post for Intradiem. It appeared on their blog on August 21, 2014. If knowing is half the battle, what''s the other half? In the 1980s, there was a G.I. Joe cartoon series for kids that embodied good vs. evil. At the end of each episode was a public service announcement (PSA) that would answer various questions and teach kids some valuable lessons.
InMoment XI
DECEMBER 29, 2014
As a person responsible for customer experience in your organization, you’ve probably heard a lot about text analytics. As MaritzCX’s text analytics subject matter expert and director, I’m going to provide a surprising answer to the question, “Should you care about how text analytics works?” Probably not. Before I explain, let me tell you about.
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Horizon CX
DECEMBER 29, 2014
'For my final blog of 2014 I’ve decided to address, empathy, a fundamental essence of Customer Experience, by reflecting on the year behind me with no regrets and foreseeing the year in front of me with great optimism. It’s rewarding every now and then to take stock of one’s entire career and how it has evolved. I spent four years in the US Air Force, returned to work in the science arena, earned a degree in Chemistry and enjoyed several years as an analytical chemist, entering marketing and wor
Experience Investigators by 360Connext
DECEMBER 29, 2014
'We had a great 2014 but more importantly, customers did, too! Leaders of all types of organizations began to walk the talk around improving their customer experience. We know they craved information which helped them take action and get results, and that’s what our blog is all about. Are you ready to make 2015 even better? We’ve gathered 10 of our most powerful posts to help you fuel up the new year with some of the best information and advice we have to share. 1.
Horizon CX
DECEMBER 29, 2014
'The CX Chronicle (TM): Empathy Leads - Customer Experience Follows : For my final blog of 2014 I’ve decided to address, empathy, a fundamental essence of Customer Experience, by reflecting on the year behind.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
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